Multimedia Und Call Center
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Re Organising Service Work Call Centres In Germany And Britain
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Author : Karen A. Shire
language : en
Publisher: Routledge
Release Date : 2017-09-29
Re Organising Service Work Call Centres In Germany And Britain written by Karen A. Shire and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-29 with Social Science categories.
This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.
Multimedia Und Call Center
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Author : Ingo Grewenig
language : de
Publisher:
Release Date : 2002
Multimedia Und Call Center written by Ingo Grewenig and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with categories.
Call Center Operation
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Author : Duane Sharp
language : en
Publisher: Digital Press
Release Date : 2003-04-14
Call Center Operation written by Duane Sharp and has been published by Digital Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-04-14 with Business & Economics categories.
Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.
Developments In The Call Centre Industry
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Author : Julia Connell
language : en
Publisher: Routledge
Release Date : 2006-09-27
Developments In The Call Centre Industry written by Julia Connell and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-27 with Business & Economics categories.
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Open Source Customer Relationship Management Solutions
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Author : Henrik Vogt
language : en
Publisher: diplom.de
Release Date : 2008-07-21
Open Source Customer Relationship Management Solutions written by Henrik Vogt and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-07-21 with Business & Economics categories.
Inhaltsangabe:Introduction: In order to stay ahead of the competition companies are more and more forced to turn their attention to their real assets: their customers. Both, the value of the individual customer and the development of personalized relationships with them have made customer relationship management as one of the emerging topics in the last years. Faced with the increased knowledge of the customers about existing product- and service offerings on the market, companies are more than ever required to develop specific customer knowledge in order to adapt their products and services according to the requirements of the customer. Customer relationship management is no longer something that only huge leading enterprises use in order to gain a competitive advantage. In the increased competitive landscape, it is now a necessity for survival even for small and medium-sized enterprises. Customer relationship management is a complex and difficult way of doing business. CRM means more than just installing a software or automating customer touch points. It is about the reinvention of a customer-oriented organization. According to the special requirements of small and medium-sized businesses, the degree of difficulty of the CRM approach even increased. The following Bachelor s Thesis reveals the overall importance of a customer relationship management system especially for small and medium-sized enterprises. In addition to the topic of CRM, the increasing importance and possibilities of open source software is revealed. The main research question consists of the idea if open source customer relationship management systems are able to fulfill the requirements of a CRM software. In order to be able to answer this question, the following Bachelor s Thesis made use of the literature available on the topics CRM, special requirements of small and medium-sized enterprises, and the topic of open source software. By revealing what a CRM have to fulfill in order to be classified as customer relationship management system according to the findings in the literature, various requirements are identified. In the next step, the three most popular open source CRM software systems Sugar CRM, vTiger, and OpenCRX are scrutinized under the criteria if they are able to fulfill the requirements defined in the previous steps. The conclusion discusses the previous findings and outlines the chances and limits of open source customer relationship management [...]
Comdex Call Center Training Course Kit With Cd
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Author : Vikas Gupta
language : en
Publisher: Dreamtech Press
Release Date : 2003-05-12
Comdex Call Center Training Course Kit With Cd written by Vikas Gupta and has been published by Dreamtech Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-05-12 with categories.
Comdex Call Centre Training Kit is a revolutionary 3-stage self learning system that covers the contents in sessions to give the readers a comprehensive exposure to the world of Call Centers. These sessions help to initiate call center skills and further sharpen the acquired skills for becoming a seasoned call center executive. The book contains a CD running an Accent Training Software. Such an approach aids in finding any possible mismatch of acquired and desired skills. It helps to practice hard on those areas.
Enhanced Services On The Next Generation Network Technologies Business Drivers Markets And Architectures
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Author :
language : en
Publisher: Intl. Engineering Consortiu
Release Date :
Enhanced Services On The Next Generation Network Technologies Business Drivers Markets And Architectures written by and has been published by Intl. Engineering Consortiu this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Computer Telephony Encyclopedia
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Author : Richard Grigonis
language : en
Publisher: CRC Press
Release Date : 2000-01-08
Computer Telephony Encyclopedia written by Richard Grigonis and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-01-08 with Technology & Engineering categories.
If you want to grasp the full length and breadth of the rapidly developing computer telephony field, this book is the place to start. Author Richard Grigonis thoroughly explains even the most abstruse ideas in a concise manner that is aimed at all kinds of readers -- students, business executives, telecom managers, call center supervisors or entrepreneurial developers. Each encyclopedia entry is both an adroit explanation of computer telephony technology and a buyer's guide-like discussion of real-world products based upon technology currently available for business and residential communications solutions. ;
Theory And Policy Of International Competitiveness
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Author : Fidelis Ezeala-Harrison
language : en
Publisher: Bloomsbury Publishing USA
Release Date : 1999-04-30
Theory And Policy Of International Competitiveness written by Fidelis Ezeala-Harrison and has been published by Bloomsbury Publishing USA this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-04-30 with Political Science categories.
How a country competes in the world is the crucial factor in determining that country's ability to benefit from international trade in today's global economy. This book offers a complete and proper understanding of the meaning of international competitiveness, analyzes the implications it holds for an economy's progress, examines how it may be pursued and sustained at both the sectoral level (firms and industries) and the national level (strategic objectives). The author offers pertinent policy guidelines and prescriptions for how a nation can achieve and maintain international competitiveness in order to sustain the long-term prosperity of its industries, and hence the overall pace of economic growth. The book is arranged into three parts. Part I discusses and defines the theories of international competitiveness. Part II deals with policy issues, specifically the policy analysis of structural reforms for promoting a country's ability to compete, the impact of globalization and the role of Communication and Information Technology (CIT), strategic trade policies, and environmental issues. Part III analyzes the strategies used to pursue competitiveness. The book will be useful for researchers, students, and teachers of business and economics as well as policy makers, business practitioners, and international and governmental agencies.
Real Time Mobile Multimedia Services
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Author : Dilip Krishnaswamy
language : en
Publisher: Springer
Release Date : 2007-09-29
Real Time Mobile Multimedia Services written by Dilip Krishnaswamy and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-09-29 with Computers categories.
This book constitutes the refereed proceedings of the 10th IFIP/IEEE International Conference on Management of Multimedia and Mobile Networks and Services, MMNS 2007, held in the course of the 3rd International Week on Management of Networks and Services, Manweek 2007. The papers presented are organized in topical sections on services and user experience, wireless and cellular networks, monitoring and control, multicast and IPTV as well as resource management.