Call Center Management in der Praxis
Helber, Stefan; Stolletz, Raik
Sold by Basi6 International, Irving, TX, U.S.A.
AbeBooks Seller since 24 June 2016
New - Soft cover
Condition: New
Ships within U.S.A.
Quantity: 10 available
Add to basketSold by Basi6 International, Irving, TX, U.S.A.
AbeBooks Seller since 24 June 2016
Condition: New
Quantity: 10 available
Add to basketNew. Delivery takes 25-30 days. Excellent Customer Service.
Seller Inventory # POD-122212
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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