Public service and not for profit


This is one of our longest-standing communities of best practice. Yet a big trend in recent years has been to see the customer contact operations become more like those in other sectors; indeed public sector members increasingly want to be part of cross-sector groups.

At a time of budget cuts it’s easy to take our eyes away from the needs of our customers and our people. Yet some of the most innovative organisations are delivering efficiency by focussing on just that. Take a look at the four public sector and not-for-profit case studies from this year.

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First published in the 2012 Best Practice Guide Planning for Peak Performance 

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