2025 Best Practice Guide
Raising Standards

Best Practice Guides

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. 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.
You need to log in to the website to download an e-book PDF of the Best Practice Guides. Click on My Account at the top right to register or Log In.

2025 Awards Case Study: More calls, less waiting

Published on 26 June 2025

2025 Awards Case Study: More calls, less waiting

Newcastle City Council knew their contact centre was under pressure. Calls were taking too long to answer, complaints were rising, and staff were under pressure. They weren’t just getting more calls; they were handling longer and more complex questions from residents in tough situations. Something had to change.

Read more

Comments (0)Number of views (1)

Author: Leanne McNamee

Categories: Library, Awards Case Studies

Tags:

Print