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Picture 1 of 1
Call Center Management: Leitfaden f?r Aufbau, Organisation und F?hrung von Teles
US $97.70
ApproximatelyAU $147.14
Condition:
3 available
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Located in: Fairfield, Ohio, United States
Delivery:
Estimated between Tue, 2 Jul and Sat, 13 Jul to 43230
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eBay item number:395144479943
Item specifics
- Condition
- ISBN-13
- 9783322930071
- Book Title
- Call Center Management
- ISBN
- 9783322930071
- Subject Area
- Business & Economics
- Publication Name
- Call Center Management : Leitfaden Fur Aufbau, Organisation Und Fuhrung Von Teleservicecentern
- Item Length
- 9 in
- Publisher
- Betriebswirtschaftlicher Verlag DR. Th. Gabler Gmbh
- Subject
- Management Science
- Publication Year
- 2013
- Type
- Textbook
- Format
- Trade Paperback
- Language
- German
- Item Height
- 0.2 in
- Item Width
- 6 in
- 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
Subject
Management Science
Publication Year
2013
Type
Textbook
Subject Area
Business & Economics
Number of Pages
272 Pages
Dimensions
Item Length
9 in
Item Height
0.2 in
Item Width
6 in
Item Weight
14.4 Oz
Additional Product Features
Intended Audience
Scholarly & Professional
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
Dewey Decimal
330
Illustrated
Yes
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:395144479943
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Fairfield, Ohio, United States
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| Postage and handling | Each additional item | To | Service | Delivery*See delivery notes |
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| Free postage | Free | United States | Economy Shipping | Estimated between Tue, 2 Jul and Sat, 13 Jul to 43230 |
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i***6 (139)- Feedback left by buyer.
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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!
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Excellent seller. Timely shipping, safe packing, good communication, great price and as described. Thank you. A+++
i***k (17)- Feedback left by buyer.
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Great seller with great communication! Item arrived complete, as described and for a good price. There was a bit of an issue with tracking the order at one point (not the seller's fault), but seller was proactive in reaching out to the carrier and myself to get everything back on track. Arrived when expected.
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