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.

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. Print copies of the 2011, 2013, 2014, 2016, 2017, 2018 and 2019 Guides are still available to our members and the wider industry.

To order print copies of these guides click here. Please note we can only send print copies to the UK & Ireland.

The  2010, 2012 and 2015 Guides are free for download in e-book format (PDF) only. 

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


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.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
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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