CONTACT CENTRE OPERATIONS (STUDENTS BOOK)

THE SERIES IS DESIGNED TO MEET THE NEEDS OF STUDENTS AND LECTURERS OF THE NATIONAL CERTIFICATE VOCATIONAL. TO FACILITATE STUDENTS' LEARNING, THE FOLLOWING FEATURES ARE USED IN THE SERIES CONTENT IS WRITTEN IN EASY-TO-UNDERSTAND LANGUAGE, KEY TERMS ARE CAREFULLY EXPLAINED, USING EVERYDAY ENGLISH, CASE STUDIES SHOW HOW TO APPLY THE THEORY IN THE WORK ENVIRONMENT, THE STUDY SKILLS SECTIONS HELP STUDENTS MAKE THE MOST OF THEIR LEARNING IN CLASS AND PREPARE FOR THE EXAMS, THERE ARE MANY PRACTICE ACTIVITIES AND QUESTIONS WITH MODEL ANSWERS AT THE BACK OF THE TITLE, CHECKLISTS ASSIST STUDENTS TO MAKE SURE THAT THEY HAVE COVERED ALL THE SKILLS AND CONTENT IN EACH CHAPTER, AND SUMMARIES AT THE END OF EACH CHAPTER ARE USEFUL FOR EXAM REVISION. LECTURERS USING THE SERIES CAN TEACH WITH CONFIDENCE BECAUSE CONTENT IS COMPREHENSIVE, UP-TO-DATE, AND MEETS ALL THE CURRICULUM REQUIREMENTS FOR THE SUBJECT, OUTCOMES AND ASSESSMENT STANDARDS ARE CLEARLY IDENTIFIED, AND ASSESSMENT TASKS AND ACTIVITIES ARE