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 order hard copies of the most recent guides click here. 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.

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.

Learning Academy

Upcoming modules

We have a wide range of virtual modules coming up.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.


Customer Strategy & Planning 2020
28th & 29th September 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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