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) click on the images to the left or the related articles below
- To order hard copies of the most recent guides use the form below
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. Free hardcopies of the 2011 Guide are still available to our members and the wider industry. The 2010 Guide is free for download in e-book format (PDF).
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. As a special publication offer, free printed copies are still available to the first subscribers.
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 in both e-book (PDF) and printed versions.
