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HMD - Praxis der Wirtschaftsinformatik, Band 189

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Band 189, Mai 1996

Benutzersupport

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Gerhard Knolmayer:
Benutzersupport: Eine Kernkompetenz des IV-Bereiches?
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Dietmar Böhm:
DV-Marketing als Herausforderung für den Benutzerservice.
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Ulrich Mohr:
Zur Qualifizierung von Support-Mitarbeitern im kundenorientierten Support-Center.
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Leontine Steens:
Eine Hotline als Notfalldienst für Informatik-Anwender.
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Petra Schubert, Andrea Back-Hock:
Groupwarebasierter Help-Desk für Informatikprobleme.
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Paul Martini:
Tools für den Benutzerservice.
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Lutz J. Heinrich, Irene Häntschel:
Messen des Erfolgs des Benutzer-Service.
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Christian Baumgartner:
Leistungsmessung und Leistungsverrechnung: Voraussetzungen, Ansätze, Methoden.
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Wolfgang Stein:
Objektorientierte Analysemethoden für drei praxisrelevante Anwendungsgebiete im Vergleich.

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