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Service- und Ereignisorientierung im Contact-Center

Service- und Ereignisorientierung im Contact-Center

Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783834989895
Condition
New
Product Description

Contact-Center stehen vor der Herausforderung, die Kundenorientierung zu verbessern und gleichzeitig die Industrialisierung voranzutreiben. Daniel Jobst zeigt auf, was aus Perspektive der Wirtschaftsinformatik dazu beigetragen werden kann, um diese Herausforderungen sinnvoll zu meistern. Auf der Grundlage einer soliden Bestandsaufnahme entwirft er ein Referenzmodell zur Automatisierung und berwachung von Geschftsprozessen in Contact-Centern. Dabei werden die Konzepte des Geschftsprozessmanagements, der Serviceorientierung sowie der Eventorientierung innovativ miteinander kombiniert. Das resultierende Referenzmodell stellt einen konkret nutzbaren Ansatzpunkt fr die Praxis dar.

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