With more to be awarded in mid-September, NHS Direct has won contracts to cover thirty per cent of the population, but concerns about ‘hasty’ rollout remain

Paul Smedley, executive director of the Professional Planning Forum, uncovers the secrets behind five recent success stories in public sector customer contact

Do procedures get in the way of delivering an excellent call centre experience? asks Marcus Hickman, executive research director of CCA

In such turbulent times, what role can Unified Communications play to increase efficiencies and enable better public services?

The Customer Contact Association looks at the paradoxes of contact centre management in the health sector

How will customer contact in the health sector have to change to meet the needs of 21st century citizens, asks the Customer Contact Association

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