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Medienbüro Sohn Ettighoffer Straße 26a 53123 Bonn, Germany http://www.sohn.de
MS
Medienbüro Sohn

Contact Center und der menschliche Faktor

Bedarfsorientierte Planung über Workforce-Management

(PresseBox) (Stuttgart, )
Call Center, das bedeutete noch vor wenigen Jahren in erster Linie TK- und IT-Technik: Leistungsfähige Telefonanlagen, Anrufverteilungs-Software, Client-Server-Anwendungen, Datenbanken. Ein Technologie-Apparat, der mit Menschen gefüllt und an Hand von Statistiken und Reports gesteuert wurde. Gerade mit zunehmendem Umfang verlieren Call Center aber schnell an Effizienz und Leistungsfähigkeit. Besonders bei den Contact Centern, der Schnittstelle der Unternehmen zu ihren Kunden, zeigen sich Fehler und Schwächen bei der Personalplanung am deutlichsten. Bei all der modernen Technik ist die menschliche Interaktion das Entscheidende - der richtige, motivierte und kompetente Mitarbeiter muss unmittelbar für den Kontakt zur Verfügung stehen.

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The publisher indicated in each case (see company info by clicking on image/title or company info in the right-hand column) is solely responsible for the stories above, the event or job offer shown and for the image and audio material displayed. As a rule, the publisher is also the author of the texts and the attached image, audio and information material. The use of information published here is generally free of charge for personal information and editorial processing. Please clarify any copyright issues with the stated publisher before further use. In case of publication, please send a specimen copy to service@pressebox.de.