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Call Center -- Mittelpunkt Der Kundenkommunikation: Planungsschritte Und Entscheidungshilfen Für Das Erfolgreiche Zusammenwirken Von Mensch, Organisation Und Technik

Call Center -- Mittelpunkt Der Kundenkommunikation: Planungsschritte Und Entscheidungshilfen Für Das Erfolgreiche Zusammenwirken Von Mensch, Organisation Und Technik

          
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About the Book

Als man uns vor mehr als zwei Jahren "zu motivieren" versuchte, unsere Kenntnisse, Erfahrungen und Überlegungen zu der The- matik CaU Center in ein Call Center-Buch einzubringen, fragten wir uns immer wieder, warum gerade wir dies tun sollen. Gab es nicht schon genug Publikationen und Statements zu die- sem Thema von anerkannten Experten, denen überdies eine Autorenrolle viel besser stand als uns? Ermutigt und angeregt durch die Resonanz vieler Zuhörer, denen wir bei Seminaren und Kongressen unsere Gedanken vorstellen durften, haben wir uns am Ende doch dafür entschieden, den Diskussionsbeiträgen anderer auch unsere eigenen Überlegun- gen hinzuzufügen. Wir möchten mit unserem Buch besonders die "Einsteiger" zur Thematik Calt Center ansprechen und sie einladen, ihre bisheri- gen Überlegungen und Sichtweisen an unseren Gedanken zu spiegeln und damit anzureichern. Die "Experten" wollen wir darüber hinaus zu einer Diskussion anregen, wie ein Call Center künftig vielleicht weniger als Ratio- nalisierungs-Instrument, sondern als Knotenpunkt und Zentrum einer dauerhaft wirksamen Kommunikation mit dem Kunden gestaltet bzw. entwickelt werden könnte. Unabhängig davon, welcher Zielgruppe Sie sich als Leser zuge- hörig fühlen und in welchem Stadium sich Ihre Überlegungen zur Planung oder Optimierung eines Call Centers gerade befin- den, möchten wir Ihnen mit unserem Buch vermitteln, dag Call Center höchst dynamische und komplexe Systeme darstellen. Call Center werden - was jeder Planer und Berater als ständige Herausforderung erlebt - viel stärker von augen gesteuert, als es einem zunächst lieb ist und man es bei anderen Organisations- einheiten eines Unternehmens beobachten kann.


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Product Details
  • ISBN-13: 9783322898371
  • Publisher: Vieweg+teubner Verlag
  • Publisher Imprint: Vieweg+teubner Verlag
  • Edition: Softcover Reprint of the Origi ed.
  • Language: German
  • Returnable: Y
  • Spine Width: 14 mm
  • Weight: 435 gr
  • ISBN-10: 3322898377
  • Publisher Date: 13 Apr 2012
  • Binding: Paperback
  • Height: 244 mm
  • No of Pages: 258
  • Series Title: Zielorientiertes Business Computing
  • Sub Title: Planungsschritte Und Entscheidungshilfen Für Das Erfolgreiche Zusammenwirken Von Mensch, Organisation Und Technik
  • Width: 170 mm


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Call Center -- Mittelpunkt Der Kundenkommunikation: Planungsschritte Und Entscheidungshilfen Für Das Erfolgreiche Zusammenwirken Von Mensch, Organisation Und Technik
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Call Center -- Mittelpunkt Der Kundenkommunikation: Planungsschritte Und Entscheidungshilfen Für Das Erfolgreiche Zusammenwirken Von Mensch, Organisation Und Technik
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