This module introduces students to the operation management of a contact centre. The emphasis will be in five core areas which include the Strategy, Technology, People, Processes and Systems, and Standards and Measurements. This module will equip students with the necessary skills, tools and knowledge to better assimilate into the contact centre. Topics covered include Contact Centre Technologies, Selecting and Hiring of Contact Centre Employees, Workforce Management Processes, Quality Improvement, and Customer Operations Performance Center (COPC) Standard Framework.