Ms. Pauline Smith Head of Contact Centre Operations, Nottinghamshire Police, UK

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Pauline Smith is responsible for running a virtual contact center for Nottinghamshire police. She has enjoyed a 23 year career in contact management for the public sector. Within this time she has produced national standards for the police service and advised the former UK Prime Minister Tony Blair on contact... read moremanagement. Pauline is a keen supporter and Director of the Call Center Management Association UK. She has been involved in developing the performance framework for the published Sir David Varney report and the police national contact management program, where she worked as an advisor to the Association of Chief Police Officers. Currently Pauline is working on the new strategy, standards and guidance for the police service which is due to be published this year.