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Operations and management principles for contact centres (Paperback) Loot Price: R99
Discovery Miles 990
You Save: R574 (85%)
Operations and management principles for contact centres (Paperback): Esther Hoffmann, Dennis Farrell, Neil Lilford, Mariaan...

Operations and management principles for contact centres (Paperback)

Esther Hoffmann, Dennis Farrell, Neil Lilford, Mariaan Ellis, Michael Cant

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List price R673 Loot Price R99 Discovery Miles 990 You Save R574 (85%)

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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.

General

Imprint: Juta Legal and Academic Publishers
Country of origin: South Africa
Release date: November 2007
First published: September 2008
Authors: Esther Hoffmann • Dennis Farrell • Neil Lilford • Mariaan Ellis • Michael Cant
Dimensions: 246 x 169 x 26mm (L x W x T)
Format: Paperback • CD  CD
Pages: 452
ISBN-13: 978-0-7021-7704-0
Categories: Books > Business & Economics > Business & management
Books > Business & Economics > Business & management > Management & management techniques
Books > Business & Economics > Business & management > Sales & marketing
Books > Business & Economics > Business & management > Office & workplace
Books > Business & Economics > Business & management > Management & management techniques > General
Books > Business & Economics > Business & management > Sales & marketing > Customer services
Books > Business & Economics > Business & management > Office & workplace > Working patterns & practices
Books > Business & Economics > Business & management > Office & workplace > Working patterns & practices > Call centres
Books > Varsity Textbooks
Books > Academic & Education
Books > Academic & Education > Varsity Textbooks > Consumer Studies
Books > Academic & Education > Varsity Textbooks > Human Resource Management
Books > Academic & Education > Varsity Textbooks > Management
Books > Academic & Education > UNISA
Books > Academic & Education > UNISA > Business & Economics
Books > Academic & Education > UNISA > Consumer Studies
Books > Academic & Education > UNISA > Human Resource Management
Books > Academic & Education > UNISA > Management
Books > Business & Economics > Promotions
LSN: 0-7021-7704-0
Barcode: 9780702177040
Course Code: CRMP01A • CRMP02B

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