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Call Center Management in der Praxis
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Das Buch stellt die Grundlagen 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 sich an Praktiker im Call Center Management. Die Ausfhrungen sind jedoch auch fr Studenten geeignet.
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