Customer Service.
Doyle J C, Carolan M D
Training & Development, (USA), Jan 98 (52/1)
Start page: 58 No of pages: 10
Advises on the contribution that trainers can make to planning, setting up and supporting a call centre. Explains how call centres are used for customer service, telemarketing, etc., and briefly outlines the capabilities of the technology used in them. 

Public sector managers involved in quality assurance and driving up standards can learn about the experience of Britain’s small and medium sized companies after the production of a report on an initiative by the Department of Trade and Industry.
‘Closing the Gap’ draws on the experience of around one thousand small and medium sized companies who have exploited the DTI-supported United Kingdom Benchmarking Index to compare their performance with that of competitors. 

A three-day conference starts today on the future of the NHS. Held as close as possible to the fiftieth anniversary of Britain’s unique health care system, the conference looks to the future of the service and how it is coping with the challenge of modernising to meet the needs of the next century. 

Local Authorities and Non-elected Agencies.
Chris Palmer. University of Central England.
This report investigates the different roles local authorities adopt in relation to non-elected agencies and factors that influence. Drawing on a number of examples of current practice the report poses a series of questions authorities need to consider in determining future policy towards these bodies.
Local Government Management Board 0171 296 6600 Ref: MS0196