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Call Center Management in Der Praxis

Strukturen Und Prozesse Betriebswirtschaftlich Optimieren

Language GermanGerman
Book Paperback
Book Call Center Management in Der Praxis Stefan Helber
Libristo code: 02007245
Publishers Springer-Verlag Berlin and Heidelberg GmbH & Co. KG, September 2012
Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hi... Full description
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Das Buch stellt die Grundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von außen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunächst wird die Frage erörtert, wie man die Performance des Call Centers misst - aus der Sicht der Anrufer wie aus der Sicht der Betreiber. Anschließend erfährt der Leser, wie insbesondere bei großen Call Centern effiziente Strukturen aussehen und wie nicht. Im dritten Teil des Buches wird die Planung der täglichen Abläufe dargestellt. §Das Buch richtet sich an Praktiker im Call Center Management. Die Ausführungen sind jedoch auch für Studenten geeignet.§

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About the book

Full name Call Center Management in Der Praxis
Author Stefan Helber, Raik Stolletz
Language German
Binding Book - Paperback
Date of issue 2012
Number of pages 218
EAN 9783642620515
ISBN 3642620515
Libristo code 02007245
Publishers Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Weight 331
Dimensions 156 x 234 x 12

Categories

Economics, Finance, Business & Management > Business & Management > Management & management techniques > Management of specific areas > Production & quality control management
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