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Call Center Management: Leitfaden f?r Aufbau, Organisation und F?hrung von Teles
US $97.70
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Located in: Fairfield, Ohio, United States
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eBay item number:395144479943
Item specifics
- Condition
- ISBN-13
- 9783322930071
- Book Title
- Call Center Management
- ISBN
- 9783322930071
- Publication Year
- 2013
- Type
- Textbook
- Format
- Trade Paperback
- Language
- German
- Publication Name
- Call Center Management : Leitfaden Fur Aufbau, Organisation Und Fuhrung Von Teleservicecentern
- Item Height
- 0.2in
- Item Length
- 9in
- Publisher
- Betriebswirtschaftlicher Verlag DR. Th. Gabler Gmbh
- Item Width
- 6in
- Item Weight
- 14.4 Oz
- Number of Pages
- 272 Pages
About this product
Product Information
Unternehmen, die Erreichbarkeit und Service als die entscheidenden Erfolgsfaktoren im Kampf um Kunden erkannt haben, können auf ein professionelles Call Center nicht verzichten. Doch ein Call Center ist mehr als eine erweiterte Telefonzentrale. Die Autoren beschreiben anhand konkreter Beispiele, worauf es bei der Planung und Durchführung eines Call Centers ankommt. Sie zeigen, welche organisatorischen und technischen Voraussetzungen zu schaffen sind und was bei der Auswahl und Führung von Mitarbeitern zu beachten ist. Konkrete Tips zur Erhöhung des Servicelevel, ein exemplarisches Anforderungsprofil für die Auswahl eines Call Center Managers sowie ein ausführliches Glossar machen dieses Buch zu einem unentbehrlichen Praxisleitfaden.
Product Identifiers
Publisher
Betriebswirtschaftlicher Verlag DR. Th. Gabler Gmbh
ISBN-10
3322930076
ISBN-13
9783322930071
eBay Product ID (ePID)
201590015
Product Key Features
Publication Name
Call Center Management : Leitfaden Fur Aufbau, Organisation Und Fuhrung Von Teleservicecentern
Format
Trade Paperback
Language
German
Publication Year
2013
Type
Textbook
Number of Pages
272 Pages
Dimensions
Item Length
9in
Item Height
0.2in
Item Width
6in
Item Weight
14.4 Oz
Additional Product Features
Number of Volumes
1 Vol.
Lc Classification Number
Hf4999.2-6182
Reviews
"Dieser Ratgeber erläutert ausführlich und eindrucksvoll, wie ein Call Center richtig aufgebaut und geführt wird ... ebenso kommen bei dem Leitfaden neue und innovative Technologien, etwa Intelligent Routing, Telearbeit und Vernetzungskonzepte nicht zu kurz. Abgerundet wird das Buch durch ein Glossar typischer Begriffe aus der Welt der Call Center." Maschinenmarkt "Die Autoren, ein hochkarätiges Team von Call-Center-Experten, vermitteln ein Verständnis der charakteristischen Abläufe und liefern wertvolle Instrumente für Planung, Organisation und Führung." Pharma-Marketing Journal
Original Language
German
Table of Content
1: Eingehende Anrufe -- Das ist das pulsierende Leben.- 1: Alte Herausforderungen, neue Chancen.- 2: Drei Einflußfaktoren im Incoming Call Center.- 2: Eine Grundstruktur für Planung und Management.- 3: Das Ziel: der richtige Servicelevel.- 4: Erfassung der benötigten Daten.- 5: Prognose des anrufbedingten Arbeitsanfalls.- 6: Bestimmung der personellen Basisbesetzung und der benötigten Leitungen.- 7: Effiziente und ausreichende Dienstplanerstellung.- 3: Die Dynamik im Inbound Call Center verstehen.- 8: Wie Incoming Call Center funktionieren.- 9: Wie Sie die Arbeitsweise des Call Centers der Unternehmensleitung präsentieren.- 10: Wie Sie den Servicelevel in Echtzeit managen.- 4: Qualität und Produktivität in neuem Licht.- 11: Servicelevel mit qualitativ hochwertiger Gesprächsführung.- 12: Leistungsbeurteilung in einer neuen Epoche.- 5: Managen im digitalen Zeitalter.- 13: Neue Technologien, neue Chancen.- 14: Gemeinsamkeiten der bestgeführten Call Center.- Quellenangaben.- Stichwortverzeichnis.- Die Autoren.
Copyright Date
1998
Topic
Management Science
Dewey Decimal
330
Intended Audience
Scholarly & Professional
Illustrated
Yes
Genre
Business & Economics
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:395144479943
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Seller feedback (1,023,372)
i***6 (139)- Feedback left by buyer.
Past 6 months
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Item as described, good price, well packaged, arrived slightly later than hoped (not in time for Christmas ) but the order was placed in a very busy shipping period. No issue with the seller’s speed of response and sending the item. Great seller!
t***r (91)- Feedback left by buyer.
Past 6 months
Verified purchase
I was pleasantly surprised by how soon I received this textbook given that it shipped from outside the U.S. It was packaged well with no damage. The price was right. And I greatly appreciated the communication informing me where the book was shipping from and including a tracking number. Overall, a positive experience, - online shopping the way it should be. I've bought books from this seller several times now without any complaints and will surely buy from them again. Thanks a lot!
s***3 (147)- Feedback left by buyer.
Past month
Verified purchase
Quality and hard to find book that won't be released 'til January 2025 in the U.S.A.
Fantastic price.
Book was in a secure and protective package. Arrived a few days after I placed order and that was faster than I expected.
Seller is a fantastic communicator and proactive in regards to tracking status. I'd definitely buy from them in the future.
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