Document (#28055)

Author
Hartmann, S.
Title
Inhaltliche Erschließung einer Call-Center-Datenbank : Konzeptentwicklung für die Kundentelefon-Wissensdatenbank der Deutschen Post AG (KT-WEB 2.0)
Imprint
Köln : Fachhochschule, Institut für Informationswissenschaft
Year
2005
Pages
65 S. + CD
Abstract
Die Qualität der Auskünfte in einem Call-Center des Typus Informationshotline wird gewährleistet durch die zentrale Bereitstellung von Informationen zu Produkten und Dienstleistungen eines Unternehmens. Dies kann in Form von Datenbanken, wie die in dieser Arbeit analysierten Kundentelefon-Wissensdatenbank der Deutschen Post AG (KT-WEB), realisiert werden. Damit die Call-Center-Mitarbeiter präzise, schnell und zuverlässig auf die im Kundengespräch relevanten Informationen zugreifen können, müssen die Informationen inhaltlich entsprechend erschlossen sein. Für KT-WEB wird dazu ein Konzept zur Optimierung der inhaltlichen Erschließung und Suche entwickelt, das über die bisher eingesetzten Erschließungsmethoden, Systematik und Volltexterschließung, hinaus geht: eine Erschließung mit facettierten Schlagwörtern.
Footnote
Diplomarbeit im Studiengang Bibliothekswesen
Theme
Information Resources Management

Similar documents (author)

  1. Hartmann, K.: Pressedatenbank: Online-Retrieval und gedruckte Register (1984) 5.25
    5.252996 = sum of:
      5.252996 = weight(author_txt:hartmann in 5184) [ClassicSimilarity], result of:
        5.252996 = fieldWeight in 5184, product of:
          1.0 = tf(freq=1.0), with freq of:
            1.0 = termFreq=1.0
          8.404794 = idf(docFreq=25, maxDocs=42740)
          0.625 = fieldNorm(doc=5184)
    
  2. Hartmann, K.: PDS: Retrievalsoftware für die Pressedatenbank (1984) 5.25
    5.252996 = sum of:
      5.252996 = weight(author_txt:hartmann in 5185) [ClassicSimilarity], result of:
        5.252996 = fieldWeight in 5185, product of:
          1.0 = tf(freq=1.0), with freq of:
            1.0 = termFreq=1.0
          8.404794 = idf(docFreq=25, maxDocs=42740)
          0.625 = fieldNorm(doc=5185)
    
  3. Hartmann, C.: ¬Das elektronische Publizieren und seine Auswirkungsmöglichkeiten auf Bibliotheken (1989) 5.25
    5.252996 = sum of:
      5.252996 = weight(author_txt:hartmann in 2902) [ClassicSimilarity], result of:
        5.252996 = fieldWeight in 2902, product of:
          1.0 = tf(freq=1.0), with freq of:
            1.0 = termFreq=1.0
          8.404794 = idf(docFreq=25, maxDocs=42740)
          0.625 = fieldNorm(doc=2902)
    
  4. Hartmann, M.: ¬Eine Institution in einem Fall : Ein Symposion zum 70. Geburtstag von Jürgen Habermas (1999) 5.25
    5.252996 = sum of:
      5.252996 = weight(author_txt:hartmann in 4889) [ClassicSimilarity], result of:
        5.252996 = fieldWeight in 4889, product of:
          1.0 = tf(freq=1.0), with freq of:
            1.0 = termFreq=1.0
          8.404794 = idf(docFreq=25, maxDocs=42740)
          0.625 = fieldNorm(doc=4889)
    
  5. Hartmann, F.: Medienphilosophie (2000) 5.25
    5.252996 = sum of:
      5.252996 = weight(author_txt:hartmann in 1726) [ClassicSimilarity], result of:
        5.252996 = fieldWeight in 1726, product of:
          1.0 = tf(freq=1.0), with freq of:
            1.0 = termFreq=1.0
          8.404794 = idf(docFreq=25, maxDocs=42740)
          0.625 = fieldNorm(doc=1726)
    

Similar documents (content)

  1. Helber, S.; Stolletz, R.: Call Center Management in der Praxis : Strukturen und Prozesse betriebswirtschaftlich optimieren (2004) 0.11
    0.112195484 = sum of:
      0.112195484 = product of:
        0.9349624 = sum of:
          0.040168628 = weight(abstract_txt:wird in 4445) [ClassicSimilarity], result of:
            0.040168628 = score(doc=4445,freq=2.0), product of:
              0.07989013 = queryWeight, product of:
                1.0836114 = boost
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.019440705 = queryNorm
              0.5027984 = fieldWeight in 4445, product of:
                1.4142135 = tf(freq=2.0), with freq of:
                  2.0 = termFreq=2.0
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.09375 = fieldNorm(doc=4445)
          0.3792226 = weight(abstract_txt:center in 4445) [ClassicSimilarity], result of:
            0.3792226 = score(doc=4445,freq=4.0), product of:
              0.32422888 = queryWeight, product of:
                2.6736126 = boost
                6.2379403 = idf(docFreq=226, maxDocs=42740)
                0.019440705 = queryNorm
              1.1696138 = fieldWeight in 4445, product of:
                2.0 = tf(freq=4.0), with freq of:
                  4.0 = termFreq=4.0
                6.2379403 = idf(docFreq=226, maxDocs=42740)
                0.09375 = fieldNorm(doc=4445)
          0.5155712 = weight(abstract_txt:call in 4445) [ClassicSimilarity], result of:
            0.5155712 = score(doc=4445,freq=6.0), product of:
              0.34760356 = queryWeight, product of:
                2.76831 = boost
                6.458884 = idf(docFreq=181, maxDocs=42740)
                0.019440705 = queryNorm
              1.483216 = fieldWeight in 4445, product of:
                2.4494898 = tf(freq=6.0), with freq of:
                  6.0 = termFreq=6.0
                6.458884 = idf(docFreq=181, maxDocs=42740)
                0.09375 = fieldNorm(doc=4445)
        0.12 = coord(3/25)
    
  2. Mautrich, M.: ¬Die Call Center-Euphorie : eine echte Chance für verbesserte und neue Dienstleistungen der Informationsspezialisten? (2000) 0.09
    0.09386208 = sum of:
      0.09386208 = product of:
        0.782184 = sum of:
          0.026779085 = weight(abstract_txt:wird in 432) [ClassicSimilarity], result of:
            0.026779085 = score(doc=432,freq=2.0), product of:
              0.07989013 = queryWeight, product of:
                1.0836114 = boost
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.019440705 = queryNorm
              0.3351989 = fieldWeight in 432, product of:
                1.4142135 = tf(freq=2.0), with freq of:
                  2.0 = termFreq=2.0
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.0625 = fieldNorm(doc=432)
          0.33444285 = weight(abstract_txt:center in 432) [ClassicSimilarity], result of:
            0.33444285 = score(doc=432,freq=7.0), product of:
              0.32422888 = queryWeight, product of:
                2.6736126 = boost
                6.2379403 = idf(docFreq=226, maxDocs=42740)
                0.019440705 = queryNorm
              1.0315024 = fieldWeight in 432, product of:
                2.6457512 = tf(freq=7.0), with freq of:
                  7.0 = termFreq=7.0
                6.2379403 = idf(docFreq=226, maxDocs=42740)
                0.0625 = fieldNorm(doc=432)
          0.42096207 = weight(abstract_txt:call in 432) [ClassicSimilarity], result of:
            0.42096207 = score(doc=432,freq=9.0), product of:
              0.34760356 = queryWeight, product of:
                2.76831 = boost
                6.458884 = idf(docFreq=181, maxDocs=42740)
                0.019440705 = queryNorm
              1.2110407 = fieldWeight in 432, product of:
                3.0 = tf(freq=9.0), with freq of:
                  9.0 = termFreq=9.0
                6.458884 = idf(docFreq=181, maxDocs=42740)
                0.0625 = fieldNorm(doc=432)
        0.12 = coord(3/25)
    
  3. Theisen, A.: Center of competence : Globale Expertennetzwerke bei Ernst & Young (2001) 0.09
    0.09286063 = sum of:
      0.09286063 = product of:
        0.46430314 = sum of:
          0.052513257 = weight(abstract_txt:entsprechend in 807) [ClassicSimilarity], result of:
            0.052513257 = score(doc=807,freq=1.0), product of:
              0.1368159 = queryWeight, product of:
                1.0027214 = boost
                7.0185 = idf(docFreq=103, maxDocs=42740)
                0.019440705 = queryNorm
              0.3838242 = fieldWeight in 807, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                7.0185 = idf(docFreq=103, maxDocs=42740)
                0.0546875 = fieldNorm(doc=807)
          0.060198102 = weight(abstract_txt:optimierung in 807) [ClassicSimilarity], result of:
            0.060198102 = score(doc=807,freq=1.0), product of:
              0.14985773 = queryWeight, product of:
                1.0494254 = boost
                7.3454022 = idf(docFreq=74, maxDocs=42740)
                0.019440705 = queryNorm
              0.4017017 = fieldWeight in 807, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                7.3454022 = idf(docFreq=74, maxDocs=42740)
                0.0546875 = fieldNorm(doc=807)
          0.07428479 = weight(abstract_txt:produkten in 807) [ClassicSimilarity], result of:
            0.07428479 = score(doc=807,freq=1.0), product of:
              0.17240793 = queryWeight, product of:
                1.1256169 = boost
                7.8787007 = idf(docFreq=43, maxDocs=42740)
                0.019440705 = queryNorm
              0.43086645 = fieldWeight in 807, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                7.8787007 = idf(docFreq=43, maxDocs=42740)
                0.0546875 = fieldNorm(doc=807)
          0.056093823 = weight(abstract_txt:informationen in 807) [ClassicSimilarity], result of:
            0.056093823 = score(doc=807,freq=1.0), product of:
              0.20619324 = queryWeight, product of:
                2.132111 = boost
                4.974536 = idf(docFreq=802, maxDocs=42740)
                0.019440705 = queryNorm
              0.27204493 = fieldWeight in 807, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                4.974536 = idf(docFreq=802, maxDocs=42740)
                0.0546875 = fieldNorm(doc=807)
          0.22121316 = weight(abstract_txt:center in 807) [ClassicSimilarity], result of:
            0.22121316 = score(doc=807,freq=4.0), product of:
              0.32422888 = queryWeight, product of:
                2.6736126 = boost
                6.2379403 = idf(docFreq=226, maxDocs=42740)
                0.019440705 = queryNorm
              0.6822747 = fieldWeight in 807, product of:
                2.0 = tf(freq=4.0), with freq of:
                  4.0 = termFreq=4.0
                6.2379403 = idf(docFreq=226, maxDocs=42740)
                0.0546875 = fieldNorm(doc=807)
        0.2 = coord(5/25)
    
  4. Lebrecht, H.: Methoden und Probleme der Bilderschließung am Beispiel des verteilten digitalen Bildarchivs Prometheus (2003) 0.09
    0.0910612 = sum of:
      0.0910612 = product of:
        0.455306 = sum of:
          0.0670003 = weight(abstract_txt:erschlossen in 3509) [ClassicSimilarity], result of:
            0.0670003 = score(doc=3509,freq=1.0), product of:
              0.14723593 = queryWeight, product of:
                1.0402049 = boost
                7.280864 = idf(docFreq=79, maxDocs=42740)
                0.019440705 = queryNorm
              0.455054 = fieldWeight in 3509, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                7.280864 = idf(docFreq=79, maxDocs=42740)
                0.0625 = fieldNorm(doc=3509)
          0.018935673 = weight(abstract_txt:wird in 3509) [ClassicSimilarity], result of:
            0.018935673 = score(doc=3509,freq=1.0), product of:
              0.07989013 = queryWeight, product of:
                1.0836114 = boost
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.019440705 = queryNorm
              0.23702142 = fieldWeight in 3509, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.0625 = fieldNorm(doc=3509)
          0.19524442 = weight(abstract_txt:erschließungsmethoden in 3509) [ClassicSimilarity], result of:
            0.19524442 = score(doc=3509,freq=2.0), product of:
              0.23841766 = queryWeight, product of:
                1.3236744 = boost
                9.264996 = idf(docFreq=10, maxDocs=42740)
                0.019440705 = queryNorm
              0.81891763 = fieldWeight in 3509, product of:
                1.4142135 = tf(freq=2.0), with freq of:
                  2.0 = termFreq=2.0
                9.264996 = idf(docFreq=10, maxDocs=42740)
                0.0625 = fieldNorm(doc=3509)
          0.06410723 = weight(abstract_txt:informationen in 3509) [ClassicSimilarity], result of:
            0.06410723 = score(doc=3509,freq=1.0), product of:
              0.20619324 = queryWeight, product of:
                2.132111 = boost
                4.974536 = idf(docFreq=802, maxDocs=42740)
                0.019440705 = queryNorm
              0.3109085 = fieldWeight in 3509, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                4.974536 = idf(docFreq=802, maxDocs=42740)
                0.0625 = fieldNorm(doc=3509)
          0.11001837 = weight(abstract_txt:erschließung in 3509) [ClassicSimilarity], result of:
            0.11001837 = score(doc=3509,freq=1.0), product of:
              0.2955606 = queryWeight, product of:
                2.5526772 = boost
                5.95578 = idf(docFreq=300, maxDocs=42740)
                0.019440705 = queryNorm
              0.37223625 = fieldWeight in 3509, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                5.95578 = idf(docFreq=300, maxDocs=42740)
                0.0625 = fieldNorm(doc=3509)
        0.2 = coord(5/25)
    
  5. Lebrecht, H.: Methoden und Probleme der Bilderschließung (2003) 0.09
    0.0910612 = sum of:
      0.0910612 = product of:
        0.455306 = sum of:
          0.0670003 = weight(abstract_txt:erschlossen in 3872) [ClassicSimilarity], result of:
            0.0670003 = score(doc=3872,freq=1.0), product of:
              0.14723593 = queryWeight, product of:
                1.0402049 = boost
                7.280864 = idf(docFreq=79, maxDocs=42740)
                0.019440705 = queryNorm
              0.455054 = fieldWeight in 3872, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                7.280864 = idf(docFreq=79, maxDocs=42740)
                0.0625 = fieldNorm(doc=3872)
          0.018935673 = weight(abstract_txt:wird in 3872) [ClassicSimilarity], result of:
            0.018935673 = score(doc=3872,freq=1.0), product of:
              0.07989013 = queryWeight, product of:
                1.0836114 = boost
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.019440705 = queryNorm
              0.23702142 = fieldWeight in 3872, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                3.7923427 = idf(docFreq=2618, maxDocs=42740)
                0.0625 = fieldNorm(doc=3872)
          0.19524442 = weight(abstract_txt:erschließungsmethoden in 3872) [ClassicSimilarity], result of:
            0.19524442 = score(doc=3872,freq=2.0), product of:
              0.23841766 = queryWeight, product of:
                1.3236744 = boost
                9.264996 = idf(docFreq=10, maxDocs=42740)
                0.019440705 = queryNorm
              0.81891763 = fieldWeight in 3872, product of:
                1.4142135 = tf(freq=2.0), with freq of:
                  2.0 = termFreq=2.0
                9.264996 = idf(docFreq=10, maxDocs=42740)
                0.0625 = fieldNorm(doc=3872)
          0.06410723 = weight(abstract_txt:informationen in 3872) [ClassicSimilarity], result of:
            0.06410723 = score(doc=3872,freq=1.0), product of:
              0.20619324 = queryWeight, product of:
                2.132111 = boost
                4.974536 = idf(docFreq=802, maxDocs=42740)
                0.019440705 = queryNorm
              0.3109085 = fieldWeight in 3872, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                4.974536 = idf(docFreq=802, maxDocs=42740)
                0.0625 = fieldNorm(doc=3872)
          0.11001837 = weight(abstract_txt:erschließung in 3872) [ClassicSimilarity], result of:
            0.11001837 = score(doc=3872,freq=1.0), product of:
              0.2955606 = queryWeight, product of:
                2.5526772 = boost
                5.95578 = idf(docFreq=300, maxDocs=42740)
                0.019440705 = queryNorm
              0.37223625 = fieldWeight in 3872, product of:
                1.0 = tf(freq=1.0), with freq of:
                  1.0 = termFreq=1.0
                5.95578 = idf(docFreq=300, maxDocs=42740)
                0.0625 = fieldNorm(doc=3872)
        0.2 = coord(5/25)