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.

Prepare to Think and Act like a manager with the powerful insights, solid concepts, and reader-friendly approach in ORGANIZATIONAL BEHAVIOR: MANAGING PEOPLE AND ORGANIZATIONS, 12th Edition. This text equips you with the skills and practical understanding to meet modern management challenges. You will delve into the fundamentals of employee behavior in today's organizations as the book balances classic management ideas with thorough coverage of the most recent organizational behavior developments and contemporary trends. Memorable examples from organizations and managers you will instantly recognize are woven throughout the book and work with new cases and boxed features that focus on pressing issues and reinforce the book's practical perspective. You'll also learn more about your strengths and areas where you need development though an array of self-assessment activities.

Managing for the Future is an innovative approach to teaching organizational behavior based on the course at the Massachusetts Institute of Technology. The text first presents the new organization, examining it through strategic, political, and cultural lenses. Then the role and impact of teams and central issues facing the organization itself are explored. The last section of the text focuses on skills--the goal being not only to present the new organization but also illustrate how students can become better actors within it. Each of the 14 modules provides many instructional options through cases, readings, exercises and projects. Managing for the Future's modular format allows for even greater flexibility, allowing instructors to select only the topics they need to suit their course needs. Managing for the Future's flexible design and its' experiential-based approach make the text and appealing choice for today's MBA students.

Snell/Morris/Bohlander's market-leading MANAGING HUMAN RESOURCES builds on a foundation of research and theory with an inviting, practical framework that focuses on critical HR issues and practices. More than 500 memorable examples from a variety of real organizations illustrate key points and connect concepts to current HR practice. Fresh examples throughout the seventeenth edition spotlight the latest developments and critical trends, while hands-on applications focus on practical tips and suggestions. Demonstrating how HR impacts both individuals and organizations, this resource helps students learn to think like managers -- and develop competencies that will enable them to succeed in their future careers.

Combining a rich blend of research, best practice and policy, Strategic Information Systems Management is the eagerly awaited new introduction to the interconnected world we live and work in.

A top-ranked team of global experts combine both industrial and scholarly perspectives, bringing a wealth of experience to make this the complete introduction for 21st century business.

This textbook is essential reading for all Information Systems modules with a strategic focus and for broader Strategic Management, Information Management and professional courses.