White papers

Have a white paper or article you'd like to share with the customer service community?  Send us your paper here

Or browse our extensive range of white papers at our Research and Insights Library

Categories overview

  • Social media: The latest research on the use of social media in customer service strategy
  • Customer service strategy: Exploring all areas of customer service strategy with new ideas for providing excellent customer service
  • Research:The newest research affecting customer service strategy and the customer experience
  • Technology: White papers covering the use of new and existing technologies in customer service environments
  • Future trends: How is customer service changing? What areas does your customer service strategy need to focus on for the future?
  • Brand: How to protect, define and promote your brand. Looking at both traditional and emerging mediums
  • Customer service teams: Looking at recruiting, training and managing all levels of staff involved in your customer service operation
  • Customer engagement: What are the best ways to engage with new and potential customers? And how do you measure success?
  • Customer retention: Explore ideas on how to keep your customers engaged and happy with your organisation and services
  • Improving customer experiences: Find out more about how you can make the service you offer better for your customers, rebuild trust and continually improve services 
  • e-Learning & online services: How has technology changed the way we learn, interact and purchase both on and offline?
  • Measuring customer services: Explore the best methods of collecting customer service data and how best to use the results

Research and insights library

Search, review and download industry leading research

Our research library includes the latest UK CSI reports, Institute Research as well as leading whitepapers, literature reviews and other insight.

UK Customer Satisfaction Index

The national measure of customer satisfaction

The UK Customer Satisfaction Index gives a unique insight into the quality of customer service in your sector. So you can see who's leading the pack, and how you measure up.

Submit a resource

Do you have a piece of research you want featured?

Use this form to submit a white paper, article or link to a customer service resource for inclusion in the Institute's library

Are you looking for market insight?

Institute membership gives you exclusive access to customer service research across all sectors.

Are you looking to set and raise your standards?

Our training and accreditation programmes can raise your service standards.

Are you looking for organisational membership?

We support some of the UK's leading businesses in improving their customer service.