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.

Changes in production and consumption patterns are a crucial element in advancing the sustainability agenda. Many companies are now contributing to such efforts through a focus on sustainable innovation when developing new products and services. However, problematically, many such products fail as consumers reject them in the marketplace. User integration in product development is a well-suited approach to increase the usability and the marketability of new products. This book asks the following question: under what conditions can companies trigger sustainability-oriented organizational learning processes by integrating consumers in product development? The author analyses this question by studying a new approach called INNOCOPE (Innovating through consumer-integrated product development). The analysis is based on a process model of organizational learning, distinguishing different learning phases and related boundary-spanning activities. The case study shows that boundary spanning and communication with external actors may directly affect almost all phases of the organizational learning process. Depending on the organizational learning phase, specific boundary-spanning activities are identified that can be characterized as outside-in, inside-in or inside-out directed processes. Moreover, the book describes supportive conditions for user integration with regard to the company, the product, the users involved and the communication process, and provides managerial recommendations. User Integration in Sustainable Product Development sheds new light on the interaction between companies and users in innovation processes and how they relate to sustainable product development. Its focus on organizational learning at and across the boundaries of companies is original, stimulating, improves our understanding of user–producer interactions and distinguishes the book from other publications on the market. The book provides a hugely comprehensive overview of user integration in innovation processes: its advantages, problems and weaknesses, and the methods in which it is currently applied. This, along with a systematic analysis of organisational learning provides the reader with a complete understanding of what has to be considered when studying user-producer interactions from a company perspective and provides the basis for further improvements and company strategies to advance the take-up of sustainable products. The book will be essential reading for academics and practitioners involved with organizational learning, innovation studies, sustainable design and product development, and marketing.

Ein wichtiges Ziel ökologischer Modernisierung ist die Verbindung umweltfreundlichen Wirtschaftens mit einer Verbesserung der Wettbewerbsfähigkeit. Zentrale Instrumente in diesem Kontext sind Standards für Umweltmanagementsysteme, wie beispielsweise das EG-Öko-Audit (EMAS). Während das Kosten-Nutzen-Verhältnis von EMAS bereits erforscht wurde, sind die Innovations- und Wettbewerbswirkungen bislang noch nicht systematisch untersucht worden. Diese Forschungslücke wird in dieser Studie mit Tiefenfallstudien und einer telefonischen Breitenbefragung geschlossen. Aus der Studie des ZEW und des IÖW lässt sich für Unternehmen die Handlungsempfehlung ableiten, durch Verzahnung von Umwelt- und Innovationsmanagement ihre Wettbewerbsfähigkeit zu stärken. Entscheidend ist die F&E-Abteilung, die an der Weiterentwicklung von EMAS beteiligt werden sollte, um eine stärkere Verknüpfung zu produktbezogenen und strategischen Fragestellungen zu erreichen.

Die Diagnostik und Therapie der Glaukomerkrankungen unterliegt einem vielfältigen Wandel. Moderne Aspekte der Risikoabschätzung sowie der morphologischen und funktionellen Diagnostik beeinflussen wesentlich ein zeitgemäßes Patientenmanagement. In einer Reihe von Patientenvorstellungen werden diese Fortschritte aufgezeigt und diskutiert. Die Inhalte reflektieren „eine moderne Glaukomsprechstunde".