project management. Blending current theory, contemporary case studies, and hands-on practice and research

emerging topics, while offering a wealth of case studies and other learning tools to help students put

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emerging topics, while offering a wealth of case studies and other learning tools to help students put

advice on culturally appropriate design. Various case studies have been provided that discuss how

rooted in theory while using case studies to bring the learning experience closer to a public sector work

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management. Features such as information boxes, case studies, critical thinking boxes and glossaries engage

The call centre training handbook : a complete guide to learning & development in contact centres /

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