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Home > Business and Economics > Business and Management > Sales and marketing > Call Center-Steuerung: So Optimieren Sie Den Betrieb Ihres Call Centers
Call Center-Steuerung: So Optimieren Sie Den Betrieb Ihres Call Centers

Call Center-Steuerung: So Optimieren Sie Den Betrieb Ihres Call Centers


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About the Book

Bei unseren Recherchen und gemeinsamen Uberlegungen zu unserem Buch CaU Center -Mittelpunkt der Kundenkommunikation faszinierte uns eine Methode, die bei uns selbst bis dahin schon beinahe in Vergessenheit geraten war. Die von F. Vester beschriebene und spater von H. Ulrich und G. J. B. Probst weiterentwickelte Methode des "vernetzten Denkens." Faszinierend daran war die Uberlegung, eine Methode, die komplexe Sy steme "entwirrt" und damit Transparenz fur Entscheidungen schafft, auf das Thema "Call Center" anzuwenden. Die Frage war, ob wir mit dem "vernetzten Denken" das komplizierte System "Call Center" erfassen konnten. Wir wollten Wege finden, um aus den umfangreichen Einfluss faktoren allgemein gultige Aussagen oder zumindest Tendenzen abzulei ten. Moglicherweise konnten Planer oder Betreiber eines Call Centers nicht nur die Komplexitat dieser Organisationsform besser erfassen, sondern auch den Umgang mit den einzelnen Wirkfaktoren besser beherrschen, um eine effiziente Steuerung des Systems "Call Center" zu erreichen. Die Grundlagen zu diesem Buch wurden von einer Projektgruppe aus Anwendern, Beratern und Trainern erarbeitet. Bei der Analyse einer Call Center-Losung haben wir uns auf die interne Sicht, also den Blickwinkel des Betreibers, konzentriert. Dabei wollten wir klaren, inwieweit die Me thode des "vernetzen Denkens" angewendet werden kann und welche Vorteile ein Planer oder Betreiber daraus ziehen kann."

About the Author :
Dipl.-Ing. Bodo Bose ist geschaftsfuhrender Gesellschafter der Unternehmensberatung BL ConCept und seit mehr als 15 Jahren im Vertrieb Planung und Umsetzung komplexer Call Center-Losungen tatig. Erhard Flieger ist geschaftsfuhrender Gesellschafter der IQ.T GmbH (Institut fur Qualifikationsmanagement und Training GmbH), mit langjahriger Erfahrung in der Begleitung von Projekten und als Trainer und Berater Personalmanagement. Matthias Temme, Unternehmensberater bei der BL ConCept GmbH in Hamburg. Im Rahmen des Kundenmanagements begleitet er Unternehmen bei der Realisierung von Call Center-Projekten vom Aufbau bis zur Optimierung. Den organisatorischen Schwerpunkt bildet dabei das Prozessmanagement. "


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Product Details
  • ISBN-13: 9783528057466
  • Publisher: Vieweg+teubner Verlag
  • Publisher Imprint: Vieweg+teubner Verlag
  • Language: German
  • Returnable: N
  • Weight: 265 gr
  • ISBN-10: 3528057467
  • Publisher Date: 29 Mar 2001
  • Binding: Hardback
  • No of Pages: 93
  • Sub Title: So Optimieren Sie Den Betrieb Ihres Call Centers


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