Click on the images below to see more information on the Best Practice Guides including the ability to download your own copy.

Best Practice Guides - see the full range

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry.

  • To download the guides as e-books (PDF) , Log on and select from the table below.
  • To order hard copies of the most recent guides use the form below. There is a charge of £39.95 to non-members. Please note we can only send hard copies to the UK & Ireland.

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The Annual Best Practice Reference Guides

Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice. hard copies of the 2011, 2013, 2014 and 2016 Guides are still available to our members and the wider industry. Please note we can only send hard copies to the UK & Ireland. The  2010, 2012 and 2015 Guides are free for download in e-book format (PDF). Click on the images on the left to view any of the Guides.

Best Practice in Planning 2000-2015
15th Anniversary Special Edition

An exceptional archive of best practice in planning, alongside new work that charts best practice in key areas today, many chapters reach back a decade, demonstrating how best practice has developed and giving access to ground-breaking work that has stood the test of time. We invite you to keep this book at hand, as a constant source of reference, and let your fellow professionals inspire you to new heights of excellence, driving change in your workplace and establishing a profession that is shaping customer contact across the globe. To order a hard copy at £39.95 or an E-book at £19.95, please use the form available at this link Please note we can only send hard copies to the UK & Ireland.

Discover What Works 

How to gain measurable benefit from Speech Analytics
The first in a new series of practical topic-specific guides, this new book opens up best practice in the vital new area of speech analytics. A must-have guide for beginners AND sophisticated users - with contributions from 20 organisations and 50 individuals, representing many millions of customer calls each year and an estimated 35,000 contact centre agents. Priced at £29.95, it is free to download. As a special publication offer, free printed copies are still available to the first subscribers. 


Homeworking – A Best Practice Guide

Homeworking is now proven to be a great solution for some contact centres; but many have yet to adopt or even fully investigate it. This guide offers solid, independent advice to help you assess the value of home working and to adopt it as appropriate. Free copies are still available in both e-book (PDF) and printed versions.

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