Archives for July 1st, 1998

CALLING ALL TRAINERS.

Abstracts, PublicNet: 1 July, 1998

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. Based on the needs of US companies, sets out the issues to consider when deciding where to site a call centre, the recruitment process to follow; the initial and ongoing training to provide, the rewards to offer, the evaluation processes to use and the retention strategies needed. Considers whether different strategies are necessary for in-house call centres and third-party services which provide call centre services for a number of companies. Quotes from trainers and front-line managers who have experience of running call centres on how to get the best performance from staff and the best service for customers.

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BENCHMARKING INSIGHT OFFERED BY STUDY ON CLOSING THE GAP ON TOP PERFORMERS

Headlines, PublicNet: 1 July, 1998

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.

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NHS CONFERENCE TO DEBATE NEW THINKING ON PUBLIC PARTICIPATION

Headlines, PublicNet: 1 July, 1998

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.

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CHANGING LOCAL GOVERNANCE.

Book News, PublicNet: 1 July, 1998

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.

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