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.
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