Call Center Controlling : Ein Modell Fur Die Planung, Kontrolle Und Steuerung Von Kundenservice-centern -Language: German
Language: German
Published by Gabler Verlag, 2006
- Hardcover
- Used

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- Title
- Call Center Controlling : Ein Modell Fur Die Planung, Kontrolle Und Steuerung Von Kundenservice-centern -Language: German
- Author
- Schümann, Florian; Tisson, Horst
- Publisher
- Gabler Verlag
- Publication year
- 2006
- Condition
- As New
- Binding
- Hardcover
- Language
- German
- ISBN 10
- 3409126805
- ISBN 13
- 9783409126809
Die Berater Dr. Florian Schümann und Horst Tisson stellen in "Call Center Controlling" einen neuen Ansatz vor, der speziell auf moderne Call und Customer Care Center zugeschnitten ist. Die Leser erfahren, welche Kennzahlen wesentlich sind und wie man sie effizient nutzt, wie die Balanced Scorecard hilft, die Anforderungen von Kunden, Mitarbeitern und der Unternehmensleitung zu berücksichtigen und wie ein funktionsfähiges Call-Center-Controlling-Modell konkret aussieht.
Schritt für Schritt führen die Autoren mithilfe eines Fallbeispiels durch die einzelnen Prozessabschnitte. Excel-Sheets zum Download und ein umfangreiches Glossar erleichtern die Umsetzung in die eigene Controlling-Praxis.
Unverzichtbar für Führungskräfte in Call und Customer Care Centern, die Kundenschnittstellen optimal managen wollen!
"Synopsis" may belong to another edition of this title.
About the Author
Dipl.-Kfm. Horst Tisson ist Geschäftsführer der Tisson Managementberatung und des Softwareunternehmens u_GAIN IT Consulting.
"About the title" may belong to another edition of this title.
GreatBookPrices
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