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Operations & Management Principles for Contact Centres - E.Hoffmann ; D. Farrell....

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Operations & Management Principles for Contact Centres - E.Hoffmann ; D. Farrell....

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NEW HOWEVER MAY HAVE SOME MINOR MARKS OR SCRATCHES CD INCLUDED 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. Operations and Management Principles for Contact Centres is co-written by several experts in the field, among them Prof. Esther Hoffmann who developed South Africa’s first training course for contact centre agents. In 2004, she began researching and networking with national and international stakeholders in the contact centre industry, leading ultimately to the development of this publication. Extensive supplementary material has been created to go with the main text. A CD enclosed with the book 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 dictionary, is available from www.juta.co.za Contents Include: SECTION 1 Peak performance of contact centre staff and effective use of technology 1. The South African contact centre industry: an introduction 2. Organisational dynamics 3. Leadership and knowledge in the business environment 4. Contact centre governance and control 5. Contact centre operations and technology 6. E-mail and Internet skills SECTION 2 Motivated Contact Centre staff 7. Health, wellness and ergonomics in the contact centre environment 8. Behaviour and self-management 9. Organisational behaviour 10. Recruitment and staffing 11. Performance management and productivity 12. Labour law in the workplace SECTION 3 Satisfied customers through effective customer service delivery 13. Effective communication: theory 14. Linguistic skills 15. Reading and comprehension skills 16. Marketing and sales 17. Customer relations management Of Interest and Benefit to: Technikon courses for contact centre agents. Anyone working in the contact centre industry: managers, trainers, supervisors, service representatives.

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