OPERATIONS AND MANAGEMENT PRINCIPLES FOR CONTACT CENTRES IN SOUTH AFRICA

This item is sold brand new. It is ordered on demand from our supplier and is usually dispatched within 24 hours Operations and management principles for contact centres is the first SAQA-aligned, academic title on contact centre operations, produced by a collective of professionals representing the academic dimension of the contact centre industry in South Africa. Contact centre operations is a relatively new industry. Several South African agencies, institutes, organisations and professional bodies are promoting and developing it in order to satisfy international and national market demands. Accordingly, additional information, knowledge and experience are needed to improve on how organisations integrate core business processes into these centres. In response to this need the industry is now being represented in higher education. Extensive supplementary material has been created to go with the main text. A CD enclosed with the title contains material for the student/CSR, which includes a comprehensive set of questions, role-plays, assignments and an industry-specific dictionary. The lecturer support material, which includes industry-specific video clips, the answers to the student questions and the industry. Features Summary Operations and management principles for contact centres is the first SAQA-aligned, academic title on contact centre operations, produced by a collective of professionals representing the academic dimension of the contact centre industry in South Africa.. Author Dennis Farrell (Author), Esther Hoffmann (Author), Neil Lilford (Author), Michael Cant (Author), Mariaan Ellis (Author) Publisher Juta Legal and Academic Publishers Release date 20071107 Pages 452 ISBN 0-7021-7704-0 ISBN 13 978-0-7021-7704-0