Unterstützung von Interaktionsarbeit im Call-Center. Neue Fragen für die arbeitsorientierte Softwareentwicklung (Software Support for Interaction Work in Call Centers. New Questions for Work Oriented Software Development)

i-com ◽  
2002 ◽  
Vol 1 (3/2002) ◽  
pp. 4
Author(s):  
S. Maaß ◽  
F. Theißing ◽  
M. Zallmann
Keyword(s):  
Software Development ◽  
Customer Relationship Management ◽  
Call Center ◽  
Call Centers ◽  
Relationship Management ◽  
Customer Relationship ◽  
Software Support ◽  
Center Service ◽  
Call Center Service

Mit Call-Center-Service, Customer-Relationship-Management und E-Business werden in der Abwicklung von Kundenkontakten und ihrer Integration in die betrieblichen Informationsverarbeitungsprozesse neue Wege gegangen. Die Arbeit der Beschäftigten in diesem Bereich ist durch Interaktionen mit den KundInnen geprägt: Sie ist Interaktionsarbeit. Wird das neue Softwaresegment den besonderen Anforderungen der Interaktionsarbeit gerecht? Untersuchungen am Beispiel von Call-Center-Arbeit zeigen, dass heutige Software von Interaktionsangemessenheit noch weit entfernt ist. Auch Software zur Kooperation über das Internet weist schwerwiegende Mängel auf. Gängige Verfahren und Grundsätze der Arbeits- und Softwaregestaltung müssen in diesem Kontext neu überdacht und weiterentwickelt werden. Angemessene Technik kann nur unter Beteiligung von Beschäftigten und KundInnen erreicht werden.

Theoretical Framework for CRM Outsourcing

2005 ◽  
pp. 2841-2845
Author(s):  
Babita Gupta ◽  
Lakshmi Iyer
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Call Centers ◽  
Relationship Management ◽  
Theoretical Framework ◽  
Customer Relationship ◽  
Retail Stores ◽  
Web Based ◽  
Business Requirements ◽  
E Mail

Customer service is emerging as a key differentiator among competitors as the explosive growth of e-commerce is changing the nature of competition among companies. This has changed the customer-related business requirements for all types of companies. With firms increasing their online operations, customers now have the ability to contact organizations through a variety of interactive and noninteractive means (such as e-mail, fax, call centers, FAQs, online chats, newsletters, snail mail, retail stores, and Web-based forums). This has led companies to consider customer relationship management (CRM) as an important part of their competitive strategy. As the focus is shifting to retention rather than acquisition of customers, companies are looking for ways to identify and engage their most profitable customers.

Theoretical Framework for CRM Outsourcing

2008 ◽  
pp. 1153-1159
Author(s):  
Babita Gupta ◽  
Lakshmi S. Iyer
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Call Centers ◽  
Relationship Management ◽  
Theoretical Framework ◽  
Customer Relationship ◽  
Retail Stores ◽  
Web Based ◽  
Business Requirements ◽  
E Mail

Customer service is emerging as a key differentiator among competitors as the explosive growth of e-commerce is changing the nature of competition among companies. This has changed the customer-related business requirements for all types of companies. With firms increasing their online operations, customers now have the ability to contact organizations through a variety of interactive and noninteractive means (such as e-mail, fax, call centers, FAQs, online chats, newsletters, snail mail, retail stores, and Web-based forums). This has led companies to consider customer relationship management (CRM) as an important part of their competitive strategy. As the focus is shifting to retention rather than acquisition of customers, companies are looking for ways to identify and engage their most profitable customers.

scholarly journals Rancang Bangun Aplikasi Order Menu Makanan dengan Penerapan Customer Relationship Management

2020 ◽  
Vol 7 (2) ◽  
pp. 114-123
Author(s):  
Alvian Abdul Jabar ◽  
Ade Andri Hendriani ◽  
Adhi Rizal
Keyword(s):  
Life Cycle ◽  
Software Development ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Development Life Cycle ◽  
Software Development Life Cycle

Perkembangan usaha di Kota Karawang sudah semakin berkembang terlebih jenis usaha kuliner. Banyaknya kafe / rumah makan di Kota Karawang berlomba-lomba memberikan pelayanan yang terbaik kepada pembeli guna mendapatkan penilaian tinggi pada kafenya. Salah satu strategi dalam bidang pemasaran adalah customer relationship management (CRM) untuk meningkatkan loyalitas dan kepuasan pembeli. Secara umum, dapat dikatakan bahwa tujuan setiap strategi CRM untuk mengembangkan hubungan yang menguntungkan dengan pembeli. Sasaran utama dari CRM untuk meningkatkan pertumbuhan jangka panjang dan profitabilitas perusahaan melalui pengertian yang lebih baik terhadap kebiasaan atau perilaku pembeli. Penelitian ini dilakukan untuk menerapkan strategi CRM dalam sebuah aplikasi pemesanan menu makanan yang digunakan oleh pembeli untuk memesan makanan di kafe Bozzkost. Dari hasil penerapan CRM tersebut dapat disimpulkan bahwa dari 30 pembeli yang mengisi kuesioner menyatakan Setuju pada aspek manfaat sebesar 54.2% yang artinya pembeli merasakan manfaat yang diberikan. Kata Kunci: customer relationship management, sistem informasi, software development life cycle, web apps.

scholarly journals ORIENTA + COVID" CALL CENTER SERVICE IN THE XINGU-PA REGION

2021 ◽  
Vol 2 (10) ◽  
pp. e210835
Author(s):  
Nayana dos Santos Viana ◽  
Lauriceia Rodrigues Pereira ◽  
Bruno da Silva Evangelista ◽  
Murilo Eduardo Soares Ribeiro ◽  
Fernanda Nogueira Valentin ◽  
...  
Keyword(s):  
Health Professionals ◽  
Call Center ◽  
Emergency Services ◽  
Call Centers ◽  
Patient Data ◽  
Correct Information ◽  
Center Service ◽  
Made In ◽  
Call Center Service

Worldwide, guidelines have been developed that indicate the adoption of measures, which can guide and assist the population in times of pandemic. In this sense, several cities have incorporated the practice of health call centers with qualified specialists to provide correct information about the disease, creating remote channels to make calls such as telephones, video calls and applications that do not require the crowding of people at health units. The objective of the work was to describe the “Orienta+COVID” call center service installed in the Xingu-PA region, Brazil. The study was carried out in the Xingu region, Pará, Brazil. The reports of the attendants participating in the project were collected and the attendance registration report, which took place from May 25th to June 30th, 2020, was analyzed. A total of 1210 visits were made in the period analyzed through 60 attendants who took turns on duty. During tele orientation, health professionals collected patient data, their complaints and doubts to determine, through the classification of symptoms, what would be the guidelines to be passed. The call center performed by health professionals during the project was essential to answer patients' doubts as well as being able to better guide them on how to proceed in suspected or confirmed cases of the new coronavirus and thus contribute to reducing the demand for urgent and emergency services.

scholarly journals Indicadores tecnológicos e organizacionais do Customer Relationship Management (CRM): relação entre firma desenvolvedora, firma usuária e preceitos teóricos

2008 ◽  
Vol 13 (2) ◽  
pp. 107-129
Author(s):  
Flávio Régio Brambilla ◽  
Cláudio Hoffmann Sampaio ◽  
Marcelo Gattermann Perin
Keyword(s):  
Customer Relationship Management ◽  
Call Center ◽  
Relationship Management ◽  
Customer Relationship

O Customer Relationship Management (CRM) é um instrumento que viabiliza identificar e atender às necessidades dos clientes. Este artigo verifica as dimensões tecnológica e organizacional do CRM. O estudo envolve uma empresa desenvolvedora de CRM (HP) e uma usuária (Rede Globo). Os resultados indicam que todas as variáveis das dimensões propostas se mostraram pertinentes ao estudo desenvolvido, exceto os sistemas de call center, que inexistem neste caso. A metodologia adotada foi o estudo de caso com triangulação de dados.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

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