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Publications
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We
are pleased to offer a range of publications for Customer
Contact Centres, IT Support and any customer-facing organisation. Some
may be downloaded free of charge.
For
priced documents, please
allow up to 14 days for delivery.
Add £5.00 for UK postage & packing (for orders up to 5 items). To
discuss the content of any of these documents, please call or email Best
Practice at info@bestpractice.uk.com
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White
papers & presentations
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Skills,
Mindset & Standards
A Model for Sustainable Improvement in Customer Service & Call
Handling
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Download
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Professional
Accreditation
Issues & Considerations for the Customer Service &
Call Handling Sectors
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Download
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Service
Differentiation Through People
(Best Practice/ICS Open Day Presentation March 2002)
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Download
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Order
Code
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Title
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Price
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BPP001
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Standards
in Service Provision
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£30.00
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BPP002
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Standards
in Service Supervision
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£40.00
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BPP003
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Standards
in Service Management
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£40.00
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BPP010
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Standards
for IT Help Desk Professionals
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£30.00
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BPP011
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Standards
in IT Service & Support
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£30.00
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BPP012
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Standards
in IT Service Supervision
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£40.00
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BPP020
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Standards
in Management (Supervisory)
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£20.00
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BPP021
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Standards
in Management
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£20.00
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BPP030
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Standards
for Call Handling Operations
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£15.00
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BPP031
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Standards
for Call Handling Operations (Senior Agent)
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£15.00
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BPP032
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Standards
for Supervising Call Handling
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£20.00
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BPP033
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Standards
for Managing Call Handling
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£20.00
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BPP050
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SQi
- Service Manager's Standards & Guidance
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£40.00
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BPP051
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SQi
- Service Manager's Toolkit
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£395.00
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BPP060
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CQI
Call Monitoring Score Sheets (Pack of 5)
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£30.00
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