Operations and management principles for contact centres (Paperback)

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
Pages:	452
ISBN-13:	978-0-7021-7704-0
Categories:	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 > Call centres Books > Varsity Textbooks Books > Academic & Education > Varsity Textbooks > Business & Economics 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 > Business & Economics Books > Academic & Education > UNISA > Consumer Studies Books > Academic & Education > UNISA > Human Resource Management Books > Academic & Education > UNISA > Management
LSN:	0-7021-7704-0
Barcode:	9780702177040
Course Code:	CRMP01A • CRMP02B

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