The series is designed to meet the needs of students and lecturers of the National Certificate Vocational. To facilitate students' learning, the following features are used in the series: Content is written in easy-to-understand language, key terms are carefully explained, using everyday English, case studies show how to apply the theory in the work environment, the study skills sections help students make the most of their learning in class and prepare for the exams, there are many practice activities and questions with model answers at the back of the title, checklists assist students to make sure that they have covered all the skills and content in each chapter, and summaries at the end of each chapter are useful for exam revision. Lecturers using the series can teach with confidence because content is comprehensive, up-to-date, and meets all the curriculum requirements for the subject, outcomes and assessment standards are clearly identified, and assessment tasks and activities are aligned to the outcomes and assessment standards. Prescribing lecturers have access to comprehensive lecturer support material on CD including model answers to assessments in the textbook, additional assessments with model answers, rubrics for assessments, and general reference material on teaching outcomes-based education. The series is available for all programmes, all fundamental and compulsory subjects, and all elective and optional subjects.

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.