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    Optimierung von Gesprächen in der professionellen Telefonie

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    Author(s)
    Pietschmann, Judith
    Language
    German
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    Abstract
    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.
    URI
    https://library.oapen.org/handle/20.500.12657/42798
    Keywords
    callcenter; callcenter communication; professional telephony; telephone service; telephone customer service; optimisation; communication optimisation; conversation; conversation management; speech science; phonetics
    DOI
    10.26530/20.500.12657/42798
    ISBN
    9783732903955, 9783732996193, 9783732992447
    Publisher
    Frank & Timme
    Publisher website
    https://www.frank-timme.de/
    Publication date and place
    Berlin, 2017
    Series
    Schriften zur Sprechwissenschaft und Phonetik, 12
    Classification
    Sociolinguistics
    Business communication and presentation
    Coping with / advice about personal, social and health topics
    Pages
    350
    Rights
    https://creativecommons.org/licenses/by-nc-nd/4.0/
    • Imported or submitted locally

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    License

    • If not noted otherwise all contents are available under Attribution 4.0 International (CC BY 4.0)

    Credits

    • logo EU
    • This project received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement No 683680, 810640, 871069 and 964352.

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