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Call Center Controlling

Ein Modell für die Planung, Kontrolle und Steuerung von Kundenservice-Centern

Language GermanGerman
Book Hardback
Book Call Center Controlling Florian Schümann
Libristo code: 01480071
Publishers Gabler Verlag, March 2006
Call Center sind komplexe Einheiten: Aus den Bestellannahme-Stellen der 80er Jahre sind Kundenservic... Full description
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Call Center sind komplexe Einheiten: Aus den Bestellannahme-Stellen der 80er Jahre sind Kundenservice-Center geworden, die alle denkbaren Kommunikationskanäle bedienen. Um diese Call Center zu managen, braucht man ein effizientes Controlling - für das die aktuell genutzten Methoden jedoch nicht ausreichen. Die Folge: Fehlsteuerungen, Unmut der Kunden, Verlust von Zeit und Geld.Die Berater Dr. Florian Schümann und Horst Tisson stellen in "Call Center Controlling" einen neuen Ansatz vor, der speziell auf moderne Call und Customer Care Center zugeschnitten ist. Die Leser erfahren, welche Kennzahlen wesentlich sind und wie man sie effizient nutzt, wie die Balanced Scorecard hilft, die Anforderungen von Kunden, Mitarbeitern und der Unternehmensleitung zu berücksichtigen und wie ein funktionsfähiges Call-Center-Controlling-Modell konkret aussieht.Schritt für Schritt führen die Autoren mithilfe eines Fallbeispiels durch die einzelnen Prozessabschnitte. Excel-Sheets zum Download und ein umfangreiches Glossar erleichtern die Umsetzung in die eigene Controlling-Praxis.Unverzichtbar für Führungskräfte in Call und Customer Care Centern, die Kundenschnittstellen optimal managen wollen!

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About the book

Full name Call Center Controlling
Author Florian Schümann, Horst Tisson
Language German
Binding Book - Hardback
Date of issue 2006
Number of pages 173
EAN 9783409126809
ISBN 3409126805
Libristo code 01480071
Publishers Gabler Verlag
Weight 254
Dimensions 152 x 229 x 10

Categories

Economics, Finance, Business & Management > Business & Management > Management & management techniques
Economics, Finance, Business & Management > Business & Management > Sales & marketing
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