Master of Management Sciences in Contact Centre Management

These modules are for the student to engage and reflect critically on the aspects of knowledge and skills in global leadership. We will address current and predicted international practices and trends in global leadership, the ability to shift strategies, business processes, and personal styles to fit a different environment and a broader range of employee backgrounds, cultures and motivations. Students will gain detailed knowledge and skills, reflect critically on these, and apply relevant concepts to the complexities of management and leadership principles in the context of a contact centre.

These modules are for the student to engage and reflect critically on the aspects of knowledge and skills in global leadership. We will address current and predicted international practices and trends in global leadership, the ability to shift strategies, business processes, and personal styles to fit a different environment and a broader range of employee backgrounds, cultures and motivations. Students will gain detailed knowledge and skills, reflect critically on these, and apply relevant concepts to the complexities of management and leadership principles in the context of a contact centre.

The purpose of these modules is for the student to engage competently with statistics and quantitative financing so that appropriate applications to option pricing, interest rate markets, statistical trading strategies, and risk management can be effectively managed. Students need to be able to articulate, present and communicate accurate financial management skills within the contact centre management context.

The purpose of these modules is for the student to engage competently with statistics and quantitative financing so that appropriate applications to option pricing, interest rate markets, statistical trading strategies, and risk management can be effectively managed. Students need to be able to articulate, present and communicate accurate financial management skills within the contact centre management context.

These modules provide the student with learning experiences illuminating detailed concepts of ethics in marketing in the contact centre environment. The module will address current and predicted international practices and trends in ethical marketing and marketing relationships, including marketing to young and vulnerable consumer groups, and applicable legislation and regulations regarding ethics in the marketplace. Students will be required to engage critically with all applicable concepts and relate them to the practices in the contact centre environment.

These modules provide the student with learning experiences illuminating detailed concepts of ethics in marketing in the contact centre environment. The module will address current and predicted international practices and trends in ethical marketing and marketing relationships, including marketing to young and vulnerable consumer groups, and applicable legislation and regulations regarding ethics in the marketplace. Students will be required to engage critically with all applicable concepts and relate them to the practices in the contact centre environment.

The Project Management modules will see students interrogate the knowledge and skills required to successfully plan and execute projects. Students will reflect critically on current project management best practices. To reflectively and competently plan, coordinate, and manage projects efficiently, including identifying and addressing risks, students will analyse applicable aspects of project management and apply these to the contact centre context.

The Project Management modules will see students interrogate the knowledge and skills required to successfully plan and execute projects. Students will reflect critically on current project management best practices. To reflectively and competently plan, coordinate, and manage projects efficiently, including identifying and addressing risks, students will analyse applicable aspects of project management and apply these to the contact centre context.

These modules are designed to address current and predicted international practices and technology trends in contact centres. It supports the development of knowledge and skill at an advanced level concerning existing and upcoming contact centre technologies, and how the interrelated nature of current and emerging technologies provides complex opportunities. Students use this competence to manage and facilitate the use of various composites of collaborative technologies.

These modules are designed to address current and predicted international practices and technology trends in contact centres. It supports the development of knowledge and skill at an advanced level concerning existing and upcoming contact centre technologies, and how the interrelated nature of current and emerging technologies provides complex opportunities. Students use this competence to manage and facilitate the use of various composites of collaborative technologies.

These modules present the significant and complex process of digital marketing, the management of customer relationships across all digital channels, and the creation of a digital marketing plan. Students will engage critically with all related concepts to develop and execute a solid digital marketing strategy; build a holistic campaign bringing in all elements of digital marketing to work with business objectives and strategy, and engage with digital copywriting.

These modules present the significant and complex process of digital marketing, the management of customer relationships across all digital channels, and the creation of a digital marketing plan. Students will engage critically with all related concepts to develop and execute a solid digital marketing strategy; build a holistic campaign bringing in all elements of digital marketing to work with business objectives and strategy, and engage with digital copywriting.

Research Projects A, B, C, D and E run concurrently with other modules and develop students’ ability to conduct independent research and critically reflect on their research practice within their professional environment. Students evaluate concepts of knowledge and knowledge production and apply appropriate research methodologies to an original research project. They identify a research problem or an opportunity for innovation, plan and implement a suitable research strategy, and analyse their findings to develop meaningful recommendations. Students compile and present an accurate, carefully structured research report that demonstrates the effective application of relevant research methodologies.

Research Projects A, B, C, D and E run concurrently with other modules and develop students’ ability to conduct independent research and critically reflect on their research practice within their professional environment. Students evaluate concepts of knowledge and knowledge production and apply appropriate research methodologies to an original research project. They identify a research problem or an opportunity for innovation, plan and implement a suitable research strategy, and analyse their findings to develop meaningful recommendations. Students compile and present an accurate, carefully structured research report that demonstrates the effective application of relevant research methodologies.