{"id":580,"date":"2013-03-25T13:17:06","date_gmt":"2013-03-25T12:17:06","guid":{"rendered":"https:\/\/hub.hslu.ch\/financialmanagement\/?p=580"},"modified":"2024-08-06T11:13:50","modified_gmt":"2024-08-06T09:13:50","slug":"einfluss-von-e-services-auf-die-customer-contact-center","status":"publish","type":"post","link":"https:\/\/hub.hslu.ch\/financialmanagement\/2013\/03\/25\/einfluss-von-e-services-auf-die-customer-contact-center\/","title":{"rendered":"Einfluss von E-Services auf die Customer Contact Center"},"content":{"rendered":"<p><a href=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2012\/10\/Egle-Ulrich_24.10.12.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2012\/10\/Egle-Ulrich_24.10.12-150x150.jpg\" width=\"96\" height=\"96\" \/><\/a><\/p>\n<p>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><\/p>\n<p>Dozent und Projektleiter am <a href=\"http:\/\/www.hslu.ch\/ifz\">Institut f\u00fcr Finanzdienstleistungen Zug IFZ<\/a><\/p>\n<p>Customer Contact Center werden zunehmend mit einem ver\u00e4nderten Kundenverhalten konfrontiert. W\u00e4hrend die Anzahl von Touchpoints wie Brief oder Telefon abnehmen, kommt es zu einer Verlagerung zu sogenannten E-Services oder digitalen Services. E-Service beschreiben den Kundenkontakt via E-Mail, Internetformular, Chat, Social Media oder andere digitale Touchpoints. Diese Touchpoints stellen disruptive Technologien dar, die die traditionellen Touchpoints wie Brief oder Telefon teilweise oder ganz ersetzen. F\u00fcr Unternehmen ist in diesem Zusammenhang bedeutend, welche E-Services Ihre Kunden \u00fcberhaupt nutzen und welche quantitativen und qualitativen Vorteile die E-Services bieten. Eine Untersuchung von Bluewolf zeigt die Entwicklung der E-Services auf.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-581\" alt=\"Incoming Support Request Channels\" src=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/03\/Incoming-Support-Request-Channels.png\" width=\"532\" height=\"507\" srcset=\"https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/03\/Incoming-Support-Request-Channels.png 532w, https:\/\/hub.hslu.ch\/financialmanagement\/wp-content\/blogs.dir\/488\/files\/sites\/16\/2013\/03\/Incoming-Support-Request-Channels-300x285.png 300w\" sizes=\"auto, (max-width: 532px) 100vw, 532px\" \/><\/p>\n<p>F\u00fcr Customer Contact Center hat das ver\u00e4nderte Kundenverhalten auch wirtschaftliche Konsequenzen. Die stark automatisierten, standardisierten und damit auf Effizienz getrimmten Prozesse verlagern sich kontinuierlich in Richtung individualisierten Kundendialog. Das f\u00fchrt zu einer Ver\u00e4nderung der Kostenstruktur, Kostenverlauf und damit der Kostenh\u00f6he bei Customer Contact Centern. Das Controlling steht vor der Herausforderung die Transaktionskosten f\u00fcr die Touchpoints zu bestimmen. F\u00fcr neue und noch wenig genutzte Touchpoints fallen aufgrund fehlender Mengeneffekte hohe Kosten an. Hier gilt es Massnahmen zu definieren, um m\u00f6glichst schnell die kritische Masse zu realisieren. Bei der Aufschaltung von einem Kundenforum ist eine hohe und aktive Teilnehmerzahl der wichtigste Erfolgsfaktor.<\/p>\n<p>Neben der Prozesskostenrechnung ist gerade bei disruptiven Technologien das Benchmarking ein bew\u00e4hrtes Controllinginstrument. Voraussetzung f\u00fcr ein nachhaltiges Benchmarking ist die Definition allgemein anerkannter KPIs z. B. gem\u00e4ss der DIN EN 15838. Der Mix aus monet\u00e4ren und nicht-monet\u00e4ren KPIs bildet die Basis f\u00fcr die Durchf\u00fchrung des Benchmarkings und die Identifizierung von Leistungsl\u00fccken. Diese Leistungsl\u00fccken gilt es zu schliessen bzw. den Best Practice zu \u00fcberholen. Nur dann lassen sich Wettbewerbsvorteile erschliessen.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Von Prof. Dr. Ulrich Egle Dozent und Projektleiter am Institut f\u00fcr Finanzdienstleistungen Zug IFZ Customer Contact Center werden zunehmend mit einem ver\u00e4nderten Kundenverhalten konfrontiert. W\u00e4hrend die Anzahl von Touchpoints wie Brief oder Telefon abnehmen, kommt es zu einer Verlagerung zu sogenannten E-Services oder digitalen Services. E-Service beschreiben den Kundenkontakt via E-Mail, Internetformular, Chat, Social Media<\/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":[403,493967],"tags":[4630,67432,17608,23364,43112,43115],"class_list":["post-580","post","type-post","status-publish","format-standard","hentry","category-controlling","category-digitalisierung-social-media","tag-benchmarking","tag-controlling","tag-customer-contact-center","tag-digital","tag-e-services","tag-touchpoints"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - 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