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Operations and management principles for contact centres

Operations and management principles for contact centres


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About the Book

This title contains a book and CD-ROM. This 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 accompany the main text. The enclosed CD contains material for the student/CSR, which includes questions, role-plays, assignments and an industry-specific dictionary. The lecturer support material, available from the Juta website includes industry video clips, the industry-specific dictionary and answers to the student questions.

Table of Contents:
Peak performance of contact centre staff and effective use of technology -- The South African contact centre industry: an introduction; Organisational dynamics; Leadership and knowledge in the business environment; Contact centre governance and control; Contact centre operations and technology; E-mail and Internet skills. Motivated Contact Centre staff -- Health, wellness and ergonomics in the contact centre environment; Behaviour and self-management; Organisational behaviour; Recruitment and staffing; Performance management and productivity; Labour law in the workplace. Satisfied customers through effective customer service delivery -- Effective communication: theory; Linguistic skills; Reading and comprehension skills; Marketing and sales; Customer relations management.

About the Author :
Esther Hoffmann began researching and networking with national and international stakeholders in the contact-center industry in 2004. She is currently a faculty member at the Ekurhuleni Campus of the Vaal University of Technology. Dennis Farrell is the chief operating officer of human resources for Africa and the Middle East representing Absa/Barclays, where he has implemented an internal HR shared-services function within Absa/Barclays. Mariaan Elliswas appointed as the project coordinator at the Vaal University of Technology in 2006, aiming to recruit and train new professionals for the contact-center industry. Michael Cant is head of the marketing and retail department at Unisa. He is editor of the "International Retail and Marketing Review." Khotsietsile Simon Molefi teaches communication skills and teaching practice at the Vaal University of Technology, and is a former teacher of English as a Foreign Language at the Rand International Language Centre.


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Product Details
  • ISBN-13: 9780702177040
  • Publisher: Juta & Company Ltd
  • Publisher Imprint: Juta Legal and Academic Publishers
  • Height: 246 mm
  • No of Pages: 448
  • Width: 168 mm
  • ISBN-10: 0702177040
  • Publisher Date: 07 Nov 2007
  • Binding: Paperback
  • Language: English
  • Returnable: N


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