Book & 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 at www.juta.co.za, includes industry video clips, the industry-specific dictionary and answers to the student questions.