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.

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.

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. 

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 as an e-book (PDF).

Download an e-book (PDF) Copy of the Best Practice Guides

2019 Best Practice Guide: Get Connected    
2018 Best Practice Guide: Be your Personal Best    
2017 Best Practice Guide: Releasing Potential    
2016 Best Practice Guide: Breakthrough Performance
Best Practice in Planning 2000-2015: 15th Anniversary Special Edition
2015 Best Practice Guide: Changing gear
2014 Best Practice Guide: Bridging the gap
2013 Best Practice Guide: Putting People First
2012 Best Practice Guide: Planning for Peak Performance    
How to gain measurable benefits from Speech Analytics
2011 Best Practice Guide: Expanding Horizons
Homeworking: A Best Practice Guide    
2010 Best Practice Guide: Passionate about Performance

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.


Capacity Planning, Forecasting & Budgets
11th February, Manchester
Our new workshop programmes for 2020 are continually updated with examples of the latest developments.

Other Learning Workshops


Customer Strategy & Planning 2020
27th & 28th April 2020
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

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