TY  - BOOK
AU  - Pietschmann, Judith
AB  - Telephone service conversations are a central component of social and economic communication practice. They are to a considerable extent pre-planned and standardized. In addition to the desired positive effects (uniformity, efficiency, customer orientation), established call standards lead to unwanted negative effects such as speaking-linguistic stereotypes, over-marking or automated call handling. These and other phenomena are the object of investigation in the research focus on professional telephony at the Martin Luther University Halle-Wittenberg. The author bundles and systematizes the past research work, extended by own investigations and illustrates exemplary approaches, concepts and concrete measures for optimization of conversations in telephone customer service.      Judith Pietschmann completed her PhD at the Martin Luther University Halle-Wittenberg in 2017. As a lecturer in the Department of Speech Science and Phonetics, she teaches and researches in the main areas of oral communication in institutional contexts, qualitative and quantitative speech impact research, prosody in interaction and communicative promotion of competence in professional qualification.
DO  - 10.26530/20.500.12657/42798
ID  - OAPEN ID: https://library.oapen.org/handle/20.500.12657/42798
ID  - OAPEN ID: 50645
KW  - callcenter
KW  - callcenter communication
KW  - professional telephony
KW  - telephone service
KW  - telephone customer service
KW  - optimisation
KW  - communication optimisation
KW  - conversation
KW  - conversation management
KW  - speech science
KW  - phonetics
L1  - https://library.oapen.org/bitstream/20.500.12657/42798/4/Pietschmann_Optimierung.pdf
LA  - German
LK  - https://directory.doabooks.org/handle/20.500.12854/32779
PB  - Frank & Timme
PP  - Berlin
PY  - 2017
SN  - 9783732903955
SN  - 9783732996193
TI  - Optimierung von Gesprächen in der professionellen Telefonienull
ER  - 
