{"id":339,"date":"2013-01-29T12:39:48","date_gmt":"2013-01-29T10:39:48","guid":{"rendered":"https:\/\/hub.hslu.ch\/financialmanagement\/?p=339"},"modified":"2024-08-06T11:15:00","modified_gmt":"2024-08-06T09:15:00","slug":"dialogmonitor","status":"publish","type":"post","link":"https:\/\/hub.hslu.ch\/financialmanagement\/2013\/01\/29\/dialogmonitor\/","title":{"rendered":"KTI-Projekt Dialogmonitor"},"content":{"rendered":"

\"\"<\/a><\/p>\n

Von Prof. Dr. Ulrich Egle<\/a><\/p>\n

Dozent und Projektleiter am Institut f\u00fcr Finanzdienstleistungen Zug IFZ<\/a><\/p>\n

BENCHMARKING_KTI-Projekt «DIMO-Dialog Monitor zur Planung und Steuerung von Customer-Contact Centern auf der\u00a0 Grundlage der Norm EN 15838» liefert Best und Worst Practices zum Touchpoint-Management im Kundendialog.<\/strong><\/p>\n

Das systematische Management der Touchpoints zwischen Kunde und Unternehmen wird immer mehr zum Wettbewerbskriterium. Daher wird das Management dieser Touchpoints immer komplexer und bislang gibt es kaum Vergleichsmaterial f\u00fcr best (oder worst) practice. Deshalb erarbeitet die Hochschule Luzern an einer Benchmarking-Toolbox f\u00fcr die Touchpoints im Kundendialog. Das Projekt wird von der Hochschule Luzern Wirtschaft, Credit Suisse, Swisscom, CallNet.ch und Crystal Partners gemeinsam durchgef\u00fchrt und wird von der Kommission f\u00fcr Technologie und Innovation des Bundes gef\u00f6rdert.<\/p>\n

Die Benchmarking-Toolbox \u00abDIMO\u00bb ist nicht nur an Grossunternehmen gerichtet, sondern an all jene Schweizer Unternehmen, die f\u00fcr ihr Customer Contact Center eine Unterst\u00fctzung beim systematischen Management von Touchpoints und Kundendialogen suchen. Insofern schr\u00e4nken wir die Zielgruppe auf jene Unternehmen ein, die eine Optimierung des Kundendialogs und Kundenkanals f\u00fcr ihr Customer Contact Center anstreben. Ausserdem liegt der Fokus beim Inbound-Betrieb (und damit v.a. beim Service) der Customer Contact Center.<\/p>\n

Im Moment werden die KPIs und Abh\u00e4ngigkeiten zwischen den KPIs definiert und im Kernteam mit einigen zus\u00e4tzlichen ausgew\u00e4hlten Partnern \u00fcberpr\u00fcft.\u00a0Es wurden bereits zahlreiche Testinterviews gemacht, welche zur Optimierung und Verbesserung der Studie genutzt werden. Daraufhin wird die erste Studie durchgef\u00fchrt, deren Resultate in einen Report und ein Benchmarking einfliessen. Die ersten Ergebnisse werden Ende 2013 vorliegen.<\/p>\n

Einen Beitrag zum Thema finden Sie in der Jubil\u00e4ums-Ausgabe 2013<\/a>\u00a0des Contact Management Magazine.<\/p>\n","protected":false},"excerpt":{"rendered":"

Von Prof. Dr. Ulrich Egle Dozent und Projektleiter am Institut f\u00fcr Finanzdienstleistungen Zug IFZ BENCHMARKING_KTI-Projekt «DIMO-Dialog Monitor zur Planung und Steuerung von Customer-Contact Centern auf der\u00a0 Grundlage der Norm EN 15838» liefert Best und Worst Practices zum Touchpoint-Management im Kundendialog. Das systematische Management der Touchpoints zwischen Kunde und Unternehmen wird immer mehr zum Wettbewerbskriterium. Daher<\/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":"","_relevanssi_noindex_reason":"","ngg_post_thumbnail":0,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1,403],"tags":[4630,23687,67432,23675,23692],"class_list":["post-339","post","type-post","status-publish","format-standard","hentry","category-allgemein","category-controlling","tag-benchmarking","tag-conctact-center","tag-controlling","tag-kpi","tag-ulrich-egle"],"acf":[],"yoast_head":"\nKTI-Projekt Dialogmonitor - 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