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Call Center Management in der Praxis: Strukturen und Prozesse betriebswirtschaftlich optimieren [Hardcover]

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Item Number 235128  
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Item description for Call Center Management in der Praxis: Strukturen und Prozesse betriebswirtschaftlich optimieren by Stefan Helber...

Das Buch stellt dieGrundlagen des Operations Management im Call Center anwendungsorientiert dar. Hierbei zielen die Autoren vorrangig auf Inbound Call Center ab, bei denen die Anrufe von auen eingehen. Im Vordergrund steht der Prozess der Leistungserstellung im Call Center. Zunchst wird die Frage errtert, wie man die Performance des Call Centers misst - aus der Sicht der Anrufer wie aus der Sicht der Betreiber. Anschlieend erfhrt der Leser, wie insbesondere bei groen Call Centern effiziente Strukturen aussehen und wie nicht. Im dritten Teil des Buches wird die Planung der tglichen Ablufe dargestellt.

Das Buch richtet sichan Praktiker im Call Center Management. Die Ausfhrungen sind jedoch auch fr Studenten geeignet.





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Item Specifications...


Pages   218
Est. Packaging Dimensions:   Length: 9.53" Width: 6.3" Height: 0.71"
Weight:   1.01 lbs.
Binding  Hardcover
Release Date   Nov 26, 2003
Publisher   Springer
ISBN  354000100X  
ISBN13  9783540001003  


Availability  56 units.
Availability accurate as of Mar 28, 2017 02:20.
Usually ships within one to two business days from La Vergne, TN.
Orders shipping to an address other than a confirmed Credit Card / Paypal Billing address may incur and additional processing delay.


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Product Categories

1Books > Foreign Language Books > German > All German Books
2Books > Foreign Language Books > German > Nonfiction
3Books > Foreign Language Books > German > Professional & Technical
4Books > Subjects > Business & Investing > Management & Leadership > Management Science
5Books > Subjects > Business & Investing > Management & Leadership > Management
6Books > Subjects > Business & Investing > Management & Leadership > Production & Operations
7Books > Subjects > Professional & Technical > Engineering > Industrial, Manufacturing & Operational Syste > Production, Operation & Management



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