Performance Management Im Call Center Wie Lassen Sich Effizienz Und Servicequalit T Steigern
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Performance Management Im Call Center Wie Lassen Sich Effizienz Und Servicequalit T Steigern
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Author : Marco Bucher
language : de
Publisher: diplom.de
Release Date : 2009-04-24
Performance Management Im Call Center Wie Lassen Sich Effizienz Und Servicequalit T Steigern written by Marco Bucher and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-04-24 with Business & Economics categories.
Inhaltsangabe:Einleitung: „Guten Tag, was kann ich für Sie tun?“ Diese oder ähnliche Begrüßungsformeln hören Menschen, wenn sie in ein Call Center anrufen. Ob bei Bestellungen, bei der Nachfrage nach Informationen oder bei Reklamationen: in verschiedenen Alltagssituationen treten Kunden über das Call Center in Kontakt mit dem Unternehmen. Call Center sind Organisationseinheiten, in denen sich die Mitarbeiter (sog. Call Center-Agenten) hauptsächlich auf den telefonischen Kontakt mit Kunden, Interessenten und anderen Geschäftspartnern konzentrieren. Die Call Center gewinnen in der Wirtschaft immer mehr an Bedeutung und haben sich in den letzten Jahren zu einem festen Bestandteil betrieblicher Servicekonzepte entwickelt. Nebst der rasanten Entwicklung der Informations- und Kommunikationstechnologie sind hierfür vor allem ein verschärfter Wettbewerbsdruck und die gestiegenen Erwartungen der Kunden entscheidend. Globalisierung und Internationalisierung der Märkte führen dazu, dass immer neue Wettbewerber mit vergleichbaren Produkten und Dienstleistungen auf den Markt drängen. Darüber hinaus sind die Kunden heutzutage über Produkte und Dienstleistungen besser informiert. Dadurch, dass viele Produkte hinsichtlich technischer Ausstattung und Qualität immer ähnlicher und damit aus Kundensicht austauschbar werden, berücksichtigen die Kunden immer stärker, welchen Service ein Unternehmen bietet. Dies hat zur Folge, dass auch die Erwartungen an eine persönliche Betreuung und einen individuellen Service zunehmen. So sind auch die Ansprüche der Kunden an die Qualität der Call Center-Leistungen in den letzten Jahren kontinuierlich angestiegen. Trotz der hohen Erwartungen zeigt sich in der Realität jedoch häufig ein anderes Bild. So stellt aus Kundensicht die telefonische Erreichbarkeit mit akzeptablen Wartezeiten bereits ein zentrales Problem dar. Die Call Center-Agenten gelten bei vielen Kunden als unfreundlich, unmotiviert und inkompetent. Oftmals suchen die Kunden vergeblich nach einem kompetenten Ansprechpartner. Es stellt sich somit die Frage: Wie lassen sich Effizienz und Servicequalität im Call Center steigern? In dieser Arbeit wird erstens der Frage nachgegangen, inwieweit die vorherrschende Arbeitsorganisation in Call Centern als neue Form der Taylorisierung betrachtet werden kann. Weiterhin soll analysiert werden, wie weit sich mit der vorherrschenden Arbeitsorganisation die Erwartungen der Kunden erfüllen und die Ziele der Unternehmen erreichen [...]
Performance Management Im Call Center
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Author : Marco Bucher
language : de
Publisher: Diplomica Verlag
Release Date : 2009-08
Performance Management Im Call Center written by Marco Bucher and has been published by Diplomica Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-08 with Business & Economics categories.
In den vergangenen Jahren haben Call Center in der Wirtschaft zunehmend an Bedeutung gewonnen. Neben der rasanten Entwicklung der Informations- und Kommunikationstechnologie sind hierf r vor allem der versch rfte Wettbewerbsdruck und die gestiegenen Erwartungen der Kunden entscheidend. Call Center stellen ein wirkungsvolles Instrument dar, um auf ver nderte Marktsituationen und auf gestiegene Kundenanforderungen angemessen zu reagieren. Dabei werden Call Center von den Unternehmen nicht nur mit dem Ziel der Kosteneinsparung eingerichtet oder genutzt, sondern auch, um ihre Kundenorientierung zu erh hen, bzw. ihre Servicequalit t zu verbessern. In der vorliegenden Arbeit wird untersucht, inwiefern die vorherrschende Arbeitsorganisation in Call Centern geeignet ist, die Call Center-Ziele zu erreichen. Des Weiteren werden Schwachstellen der g ngigen Kennzahlen zur Steuerung der Call Center aufgedeckt. Dazu werden die Determinanten der Kundenzufriedenheit genauer untersucht. Zudem wird die Erfassung und Kontrolle der Mitarbeiterleistung hinsichtlich ihres Beitrags zur Erreichung der Call Center-Ziele analysiert. Ziel der vorliegenden Arbeit ist es, auf Basis der herausgearbeiteten Problemfelder in Call Centern, Handlungsalternativen, Instrumente und Massnahmen zur Steigerung der Effizienz und der Servicequalit t aufzuzeigen.
Future Telco
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Author : Peter Krüssel
language : en
Publisher: Springer
Release Date : 2018-07-23
Future Telco written by Peter Krüssel and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-07-23 with Business & Economics categories.
This book examines the extensive changes in markets, technologies and value chains that telecommunication companies are currently confronted with. It analyzes the crossroads they have reached and the choices that now need to be made – to be a bit pipe or a trendsetter of digitalization. Based on an analysis of the key challenges for telcos, the book derives future market scenarios and puts forward recommendations for how they can successfully position themselves. It proposes a framework based on seven “levers,” which addresses concrete measures in each step of the value chain, ranging from technology, IT and processes, to innovation, marketing and sales issues. The book discusses the current challenges and provides both general recommendations and concrete solutions. Respected experts illustrate innovative strategic and technical trends and provide insights gained in real-life transformation projects. Recent developments in the areas of regulation, product development, competition between over-the-top (OTT) providers and telcos, as well as technical innovations like 5G, SDN/NFV, LEO satellites and MEC are discussed. Accordingly, practitioners, managers and researchers alike will benefit from the book’s wealth of examples and up-to-date insights.
The Best Service Is No Service
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Author : Bill Price
language : en
Publisher: John Wiley & Sons
Release Date : 2011-09-14
The Best Service Is No Service written by Bill Price and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-14 with Business & Economics categories.
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Information Systems Outsourcing
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Author : Rudy Hirschheim
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-03-24
Information Systems Outsourcing written by Rudy Hirschheim and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-03-24 with Business & Economics categories.
Three years have passed since the second edition of this book was published. The field of IT outsourcing continues to grow in practice as well as in academia and draws further attention in both domains. Aspects of traditional outsourcing (Part II) have remained pronounced but are becoming more mature. While o- sourcing determinants are still important, they are now of less interest to researchers. Relationship management (Chap. 1) and capability management (Chap. 2) continue to be of interest; so too are outsourcing outcomes (Chap. 3) and, as a new focus, innovation aspects (Chap. 4). These are motivating more and more research activities, complementing the lifecycle of traditional o- sourcing. We note significant growth in the field of IT offshoring (Part II). In our third edition, we offer research results on offshoring patterns and trends (Chap. 5), the crucial aspect of knowledge sharing (Chap. 6), vibrant examples for offshoring dynamics (Chap. 7), and some new contributions on the deter- nants of offshoring success (Chap. 8). The last part of our book investigates the field of business process outsourcing (Part III). In this section, issues such as standardization, process outsourcing to India and deinstitutionalization patterns in the health-care sector are presented. Given these new subjects, we believe that Enduring Themes, Global Challenges, and Process Opportunities is an appropriate subtitle for this third edition of the monograph. Again, we have thoughtfully compiled contem- rary outsourcing research as a primer and a platform for scientific discourse.
Managing Professionals
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Author : J. A. de Bruijn
language : en
Publisher: Routledge
Release Date : 2011
Managing Professionals written by J. A. de Bruijn and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Business & Economics categories.
Managing Professionals presents an empirical analysis of the problems and offers solutions to the tension between management and professionals within organizations.
Marketing Problems
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Author : Melvin Thomas Copeland
language : en
Publisher: Wentworth Press
Release Date : 2019-03-11
Marketing Problems written by Melvin Thomas Copeland and has been published by Wentworth Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-11 with History categories.
This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact, and remains as true to the original work as possible. Therefore, you will see the original copyright references, library stamps (as most of these works have been housed in our most important libraries around the world), and other notations in the work. This work is in the public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. As a reproduction of a historical artifact, this work may contain missing or blurred pages, poor pictures, errant marks, etc. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.
Uncluttered Management Thinking
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Author : Fredmund Malik
language : en
Publisher: Campus Verlag
Release Date : 2011-03-07
Uncluttered Management Thinking written by Fredmund Malik and has been published by Campus Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-03-07 with Business & Economics categories.
Clear language is always also an instrument of clear thinking. By the same token, the clearest sign of wrong thinking - and thus, ultimately, wrong management - is language that lacks clarity. The use of carelessly defined terms can do a lot of damage; the wrong use of certain terms can lead to wrong, sometimes even risky management actions and wrong management decisions. Fredmund Malik points out the psychological, management, and economic errors managers tend to make, and explains how these errors can be avoided; for clear language is a key to right and good management. "Fredmund Malik is the leading expert in the field of management in Europe. He is the most important voice - in theory and practice of management." Peter Drucker "Malik demonstrates how, in extreme cases, the wrong use of fashionable terms can even lead to entrepreneurial disaster." Wirtschaft & Markt "Malik is listened to because management knowledge has never been more important. (...) Malik incessantly cautions against the money-mindedness at those corporations where ›stock speculators, boasters, bluffers, and sometimes even criminals‹ call the shots." Süddeutsche Zeitung
Product Plus
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Author : Christopher H. Lovelock
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Product Plus written by Christopher H. Lovelock and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
Costs, to customers, he emphasizes, entail more than just money - they involve time, physical effort, and hassle, too. Innovation in service delivery requires rethinking the ways in which the firm and its customers interact and then reengineering traditional processes.
Nonprofit Organizations
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Author : Helmut K. Anheier
language : en
Publisher: Routledge
Release Date : 2014-04-16
Nonprofit Organizations written by Helmut K. Anheier and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-04-16 with Business & Economics categories.
In this new edition of his popular textbook, Nonprofit Organizations: Theory, Management, Policy, Helmut K. Anheier has fully updated, revised and expanded his comprehensive introduction to this field. The text takes on an international and comparative dimensions perspective, detailing the background and concepts behind these organizations and examining relevant theories and central issues. Anheier covers the full range of nonprofit organizations – service providers, membership organizations, foundations, community groups – in different fields, such as arts and culture, social services and education. He introduces central terms such as philanthropy, charity, community, social entrepreneurship, social investment, public good and civil society, whilst explaining how the field spills over from public management, through nonprofit management and public administration. The previous edition won the Best Book Award at the American Academy of Management in 2006. Nonprofit Organizations: Theory, Management, Policy is an ideal resource for students on undergraduate and postgraduate courses in both Europe and North America.