Member Resources & Library

Enjoy a trusted place where you can easily find solutions. See below for a sample of our articles and resources. Register and log in above to see a wider range. Forum Members have access to the full library by logging in. If you see a message that says an article does not exist, try logging in to view it.
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What matters most to customers and how do we fix the problems?

Where do we find the information we need to turn an organisation around, so that it is really centred on customer needs, however big or difficult the task may seem? Learn from practical member stories about how they are achieving success.

Next generation customer contact: what do we need to do to be ready?

Ironically, the next generation is often about what is possible now, from a technology perspective, but not yet operationalised. That’s the challenge. Yet the waves of change, these past two years, have left more ‘in reach’ than we might have thought possible before. So, let us look at our part in becoming ready for customers who want to engage in new ways.