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Stimmliche Attraktivität bei Hotlines. Eine Analyse der Möglichkeiten und Grenzen der Steuerung

Stimmliche Attraktivität bei Hotlines. Eine Analyse der Möglichkeiten und Grenzen der Steuerung

          
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About the Book

Bachelorarbeit aus dem Jahr 2015 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 1,1, FOM Hochschule für Oekonomie & Management gemeinnützige GmbH, Siegen früher Fachhochschule, Sprache: Deutsch, Abstract: Die zunehmende strategische Bedeutung von telefonischen Kundengesprächen und die steigende Relevanz von Call Centern als Schnittstelle zum Kunden machen eine Untersuchung und Identifizierung der Erfolgsfaktoren von Telefongesprächen interessant. Damit die Mitarbeiter sich der Bedeutung der eigenen Stimme bewusst werden und auch Gesundheitsproblemen vorgebeugt wird, sollte ein regelmäßiges Stimmtraining erfolgen. Ferner dienen solche Trainingsmaßnahmen dem Mitarbeiter dazu, erfolgreich mit dem Kunden agieren zu können und die Stimme in den unterschiedlichen Gesprächssituationen entsprechend einzusetzen. Trotz der Bedeutung der telefonischen Kundenberatungen ist diese Thematik bisher noch nicht hinreichend untersucht. Auch Maßnahmen zum Stimmtraining stammen bisher häufig aus anderen Bereichen. Der Fokus dieser Arbeit liegt deshalb auf den Erfolgsfaktoren der Stimme und den Trainingsinstrumenten, die zum Erfolg der Stimme beitragen. Die Call Center-Branche in Deutschland und auch weltweit wächst kontinuierlich. Ihre wirtschaftliche Bedeutung nimmt zu und die Zahl der Arbeitskräfte ist in den vergangenen Jahren gestiegen. Dieses Wachstum wird gefördert durch die Tatsache, dass die traditionellen persönlichen Kundenkontakte immer mehr durch telefonische Beratung ersetzt werden. Hohe Ansprüche an die Qualität von Produkten und an den Kundenservice sind dabei einige der Herausforderungen, die Unternehmen zu bewältigen haben. Außerdem möchten Kunden Unternehmen auf allen Kommunikationskanälen erreichen können. Qualitative Kundenbefragungen zeigen jedoch, dass die Kundenzufriedenheit bei telefonischen Beratungsgesprächen oftmals hinter den Erwartungen zurückbleibt. Nicht nur Einflussfaktoren wie die Erreichbarkeit und die Anzahl der Weiterverbindun


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Product Details
  • ISBN-13: 9783668247994
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Width: 148 mm
  • ISBN-10: 3668247994
  • Publisher Date: 12 Jul 2016
  • Height: 210 mm
  • No of Pages: 120
  • Series Title: German
  • Weight: 168 gr


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Stimmliche Attraktivität bei Hotlines. Eine Analyse der Möglichkeiten und Grenzen der Steuerung
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Stimmliche Attraktivität bei Hotlines. Eine Analyse der Möglichkeiten und Grenzen der Steuerung
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