Operations and Management Principles for Contact Centres is the first South African Qualifications Authority (SAQA)-aligned, academic title on contact centre operations, produced by a collective of professionals representing the academic dimension of the contact centre industry. 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
Bibliography
Includes bibliographical references (pages 434-442) and index
