Operations and Management Principles for Contact Centres (Paperback: Spiral: 452 pages)
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Product Details: Operations and Management Principles for Contact Centres
| Author: | Dennis Farrell, Mariaan Ellis, Esther Hoffmann, Neil Lilford, Michael Cant |
| Format: | Paperback: Spiral: 452 pages. |
| Publisher: | Juta Academic (09/01/2008) |
| ISBN: | 0702177040 |
| ISBN13: | 9780702177040 |
| Reading Level: |
Publisher Notes: Operations and Management Principles for Contact Centres
- Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.
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