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Click on the images below to see more information on the Best Practice Guides including the ability to download your own copy.

2019 Best Practice Guide: Get Connected!

Log in or register using the link at the top left corner of site to download the guide.

Launched at our Customer Strategy and Planning 2019, our ‘best practice bible’ contains 114 pages of detailed information and is 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 and is available free of charge to our members and the wider industry.

This guide is available for download to registered users so please log in or register using the link at the top left hand corner of the site and then download the 2019 Best Practice Guide below.

To read more about the articles in each section by clicking the links below:
Section 1 - Get Connected!
Section 2 - Innovation Awards Finalists
Section 3 - Planning
Section 4 - Data, Analytics & Insight
Section 5 - Quality & Customer Experience
Section 6 - Suppliers Guide

Or download PDFs which pull together the following Topics
Scheduling & Wellbeing
Beyond the Contact Centre
Digital & Omni-channel

To order a hard copy of this or any of the other Best Practice Guides use the form below. There is a charge of £39.95 to non-members

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