{"id":1188,"date":"2013-10-01T08:55:08","date_gmt":"2013-10-01T07:55:08","guid":{"rendered":"https:\/\/hub.hslu.ch\/financialmanagement\/?p=1188"},"modified":"2025-10-20T15:32:46","modified_gmt":"2025-10-20T13:32:46","slug":"prasentation-der-studienergebnisse-am-swiss-contact-day","status":"publish","type":"post","link":"https:\/\/hub.hslu.ch\/financialmanagement\/2013\/10\/01\/prasentation-der-studienergebnisse-am-swiss-contact-day\/","title":{"rendered":"Pr\u00e4sentation der Studienergebnisse am swiss contact day"},"content":{"rendered":"\n<p class=\"has-text-align-left\"><em><em>Von <a href=\"http:\/\/www.hslu.ch\/wirtschaft\/w-outside-navigation\/ifz\/w-ifz-ueber-uns\/w-ifz-person.htm?id_person=1101229&amp;id_teilschule=25650&amp;row=0\">Prof. Dr. Ulrich Egle<\/a>, <\/em><em>Dozent und Projektleiter am <a href=\"http:\/\/www.hslu.ch\/ifz\">Institut f\u00fcr Finanzdienstleistungen Zug IFZ<\/a>&nbsp;<\/em><em><br><\/em><\/em><\/p>\n\n\n\n<p><a href=\"http:\/\/www.hslu.ch\/wirtschaft\/w-outside-navigation\/ifz\/w-ifz-ueber-uns\/w-ifz-person.htm?id_person=1073203&amp;id_teilschule=25650&amp;row=0\">Nils Hafner<\/a> und <a href=\"http:\/\/www.hslu.ch\/wirtschaft\/w-outside-navigation\/ifz\/w-ifz-ueber-uns\/w-ifz-person.htm?id_person=1101229&amp;id_teilschule=25650&amp;row=0\">Ulrich Egle<\/a> haben am <a href=\"http:\/\/www.callnet.ch\/index.php?cID=220\">8. swiss contact day<\/a> am 26. September 2013 im Zentrum Paul Klee in Bern vor \u00fcber 250 TeilnehmerInnen die Studienergebnisse&nbsp; \u201eDIMO \u2013 Dialog Monitor zur Planung und Steuerung von Customer Contact Center\u201c vorgestellt.<\/p>\n\n\n\n<p>\u00a0Auf der Grundlage der DIN EN 15838 entwickelte das Projektteam das Framework \u201eDIALOG-KPIs\u201c f\u00fcr das Management der Servicequalit\u00e4t von Customer Contact Centern (vgl. Abb. 1). Das Framework besteht aus den f\u00fcnf Dimensionen Kundenzufriedenheit, Effizienz, Prozesse\/Technologie, Qualit\u00e4t und Mitarbeiterzufriedenheit. Die Umweltdynamik wird durch die Rahmenbedingungen abgedeckt. Die von der Norm zur Verf\u00fcgung gestellten KPIs werden durch weitere KPIs aus der Theorie und Praxis erg\u00e4nzt und den Dimensionen zugeordnet. Zus\u00e4tzlich werden die signifikanten Beziehungen innerhalb und zwischen den Dimensionen analysiert und bewertet. Damit ist die Basis zum erfolgreichen Management eines Customer Contact Centers gew\u00e4hrleistet.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/10\/DIALOG-KPIs.png\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"230\" src=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/10\/DIALOG-KPIs-300x230.png\" alt=\"DIALOG-KPIs\" class=\"wp-image-1189\" srcset=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/10\/DIALOG-KPIs-300x230.png 300w, https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/10\/DIALOG-KPIs.png 479w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p class=\"has-text-align-center\">Abb. 1: Framework \u201eDIALOG-KPIs\u201c.<\/p>\n\n\n\n<p>Das Framework ist die Grundlage f\u00fcr ein umfassendes <a href=\"http:\/\/www.service-excellence-cockpit.ch\/\">\u201eService Excellence Cockpit\u201c<\/a>&nbsp; f\u00fcr Customer Contact Center (vgl. Abb. 2). Ausgehend von der Begriffsdefinition werden die Messwerte f\u00fcr die KPIs verglichen. Die Analyse der Differenzen erm\u00f6glichen Ansatzpunkte zur Verbesserung bzw. Ausbau der Wettbewerbsvorteile. Der Vergleich kann sich auf unterschiedliche Objekte beziehen (Dienstleistungen, Prozesse) und Zielgr\u00f6ssen (Kosten, Qualit\u00e4t, Zeit, Zufriedenheit). Der Vergleich erm\u00f6glicht eine Einsch\u00e4tzung der Branche auch im Hinblick auf verf\u00fcgbare Best Practices und zeigt damit einen potenziellen Handlungsbedarf auf. Die Aussagekraft l\u00e4sst sich durch Ber\u00fccksichtigung von Rahmenbedingungen steigern, z. B. branchenspezifische \u00d6ffnungszeiten. Um Ansatzpunkte f\u00fcr die Schliessung der L\u00fccke aufzuzeigen, erm\u00f6glicht das Framework auch die Analyse der Abweichungen.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Das k\u00f6nnte Sie ebenfalls interessieren:<\/strong><\/p>\n\n\n\n<p>Egle, U. und Zaugg, A. D. (2013): Social Media Controlling mit Kennzahlen. In: Controlling 25 (11), S.&nbsp; 616\u2013618.<\/p>\n\n\n\n<p>Zaugg, A. D. und Egle, U. (2013): Social Media Controlling: Die 4 Social C\u2019s. In: HMD 293 (Forthcoming).<\/p>\n\n\n\n<p>Egle, U., Keimer, I. und Hafner, N. (2014): KPIs zur Steuerung von Customer Contact Centern. Springer Fachmedien (Forthcoming).<\/p>\n\n\n\n<p>&nbsp;<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Von Prof. Dr. Ulrich Egle, Dozent und Projektleiter am Institut f\u00fcr Finanzdienstleistungen Zug IFZ&nbsp; Nils Hafner und Ulrich Egle haben am 8. swiss contact day am 26. September 2013 im Zentrum Paul Klee in Bern vor \u00fcber 250 TeilnehmerInnen die Studienergebnisse&nbsp; \u201eDIMO \u2013 Dialog Monitor zur Planung und Steuerung von Customer Contact Center\u201c vorgestellt. \u00a0Auf<\/p>\n","protected":false},"author":236,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"1863,979,1006,943,534,5969","_relevanssi_noindex_reason":"","ngg_post_thumbnail":0,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1,493967],"tags":[43983,67432,23712,23675],"class_list":["post-1188","post","type-post","status-publish","format-standard","hentry","category-allgemein","category-digitalisierung-social-media","tag-call-center","tag-controlling","tag-dimo","tag-kpi"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pr\u00e4sentation der Studienergebnisse am swiss contact day - Financial Management Blog<\/title>\n<meta name=\"description\" content=\"Von Prof. Dr. Ulrich Egle, Dozent und Projektleiter am Institut f\u00fcr Finanzdienstleistungen Zug IFZ&nbsp; 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