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 how organisations integrate core business processes into these centres. 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