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Prozessoptimierung im Customer Interaction Management - am Beispiel sprachgesteuerter Customer Self Service Dienste by Gutmann, Mark

Prozessoptimierung im Customer Interaction Management - am Beispiel sprachgesteuerter Customer Self Service Dienste

by Mark Gutmann
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Book cover type: Paperback
  • ISBN13: 9783640256273
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 70
  • Original Price: USD 60.5
  • Language: German
  • Edition: N/A
  • Item Weight: 105 grams
  • BISAC Subject(s): Management

Diplomarbeit aus dem Jahr 2006 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: 1,3, Verwaltungs- und Wirtschaftsakademie Frankfurt, Sprache: Deutsch, Abstract: Produkte und Leistungen werden in entwickelten Märkten immer homogener, so dass produktbegleitende Leistungen wie der Kundenservice bei der Kundenzufriedenheit einen immer grö eren Einfluss gewinnen1. Eine entscheidende Rolle spielt dabei die Möglichkeit für Kunden, schnell und einfach Zugang zu den Unternehmen und deren Serviceleistungen zu bekommen2. Zu diesem Zweck wurden Ende der sechziger Jahre in den U.S.A. die ersten Call Center eingerichtet, die als zentrale Anlaufstelle für Kundenanfragen fungierten3. Die Bedeutung der Call Center im Kundenmanagement ist seitdem kontinuierlich gestiegen4. Neue Technologien wurden integriert und neue Kommunikationskanäle zur Kontaktaufnahme (E-Mail, Internet) bereitgestellt, so dass aus dem einstmaligen "Call Center" das weiter gefasste "Contact Center" wurde, bei dem die Kunden über vielfältige Möglichkeiten zur Kontaktaufnahme verfügen. Dennoch bleibt bei den Kunden das Telefon das Medium der Wahl - über 80 % der Kontakte zwischen Kunden und Unternehmen werden in Deutschland über das Telefon abgewickelt5, so dass schnell klar wird, dass prozessoptimierende Ma nahmen im Bereich der telefonbasierten Kommunikation von besonderem Interesse sind.

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