Document (#23517)

Author

Mautrich, M.

Title

¬Die Call Center-Euphorie : eine echte Chance für verbesserte und neue Dienstleistungen der Informationsspezialisten?

Source

Information und Öffentlichkeit: 1. Gemeinsamer Kongress der Bundesvereinigung Deutscher Bibliotheksverbände e.V. (BDB) und der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis e.V. (DGI), Leipzig, 20.-23.3.2000. Zugleich 90. Deutscher Bibliothekartag, 52. Jahrestagung der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis e.V. (DGI). Hrsg.: G. Ruppelt u. H. Neißer

Imprint

Wiesbaden : Dinges & Frick

Year

2000

Pages

S.273-282

Series

Gemeinsamer Kongress der Bundesvereinigung Deutscher Bibliotheksverbände e.V. (BDB) und der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis e.V. (DGI); Bd.1)(Tagungen der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis e.V.; Bd.3

Abstract

Viele neue Entwicklungen kennzeichnen die Arbeit und den Arbeitsprozess. Damit gehen auch immer mehr Begriffe in den täglichen Umgang über, deren Inhalt und Hintergrund nicht sofort oder nur mittelbar verständlich werden. Ein solcher Begriff ist der des Call Centers. Es handelt sich hierbei nicht nur um einen kurzen Modebegriff. So renommierte Unternehmensberatungen wie beispielsweise Frost & Sullivan oder Kienbaum gehen nach intensiven Untersuchungen davon aus, dass die Anzahl der Call Center sich in ganz Europa innerhalb der nächsten fünf Jahre versiebenfachen wird. "Call Center sind wichtige Motoren für Innovation und Beschäftigung", erklärte auch der Staatssekretär im baden-württembergischen Wirtschaftsministeriuin, Horst Mehrländer, auf einer Pressekonferenz im Herbst 1999. Call Center zählen zu den führenden Wachstumsbranchen und generieren eine immens hohe Wertschöpfung", führte er weiter aus. Auch in den Medien wird verstärkt vorn Call Center-Booin gesprochen. Alle reden also darüber. Wir auch! So richtig angekommen ist der Boom des Call Center-Einsatzes im Bibliotheks- und Informationswesen aber noch nicht. Ganz vereinzelt organisieren Verlage oder Buchhändler ihre Kundenkontakte nach Call Center-Prinzipien, und auch der Aufbau virtueller Bibliotheken hat begonnen und mit ihm die Frage, wie Auskunfts- und Beratungsdienstleistungen verbessert werden können. Bevor die Möglichkeiten des Einsatzes von Call Centern für den Bibliotheks- und Informationssektor betrachtet werden, soll zunächst erläutert werden, was Call Center sind, welche generellen Aufgaben sie haben und welche Rolle sie bei der Qualität des Service einer Informationseinrichtung spielen oder spielen können

Theme

Informationsdienstleistungen

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