ICSRM Body of Knowledge (BOK)

The ICSRM Body of Knowledge (ICSRM BOK) is the world's definitive reference guide for customer service, contact center operations, and customer relationship management professionals. This comprehensive resource codifies essential knowledge and best practices across these critical customer-focused disciplines through extensive industry research. The BOK serves as both the foundation for ICSRM's professional certification program and as a standalone resource for organizations seeking to implement customer excellence standards.

The BOK's unique value lies in its unification of previously fragmented customer disciplines into a cohesive knowledge framework that supports three interconnected professional domains—Customer Service & Experience, Contact Center Operations, and Customer Relationship Management. Each domain includes three certification levels (Professional, Specialist, and Manager) mapped to specific chapters throughout the book, enabling practitioners to easily navigate content relevant to their current role and career aspirations. For organizations of all sizes and geographic reach, the BOK provides a consistent framework that can be adapted to specific industry and regional requirements while maintaining core principles of customer excellence.