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Analysis of the CRM System of the Chosen Company
Bartošková, Vlasta ; Grus, Vojtěch (referee) ; Klčová, Hana (advisor)
The thesis deals with Customer Relationship Management. The theoretical part focuses on the developement of customer relations and the CRM. Analytical part of the thesis is focused on current state of the CRM system assessment being used. From the obtained information and the revealed weaknesses in this company I seek to introduce a proposal of changes and recommendations that should lead to improve the creation and maintenance of customer relationships.
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Software Application of Statistical Methods in Data Driven Management
Rádl, Miloš ; Šustrová, Tereza (referee) ; Novotná, Veronika (advisor)
This thesis focuses on the assessment of possibilities in using software application of statistical methods in the field of data driven enterprise management. This includes a practical demonstration in a form of an analysis of telemarketing and an analysis of the work of company call centre. The thesis also contains assessment of the results of said analysis and recommendations based on them, which are aimed to help the enterprise in related endeavors.
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Proposal for the Improved Salary Structure in the Company
Bušová, Jana ; Los, Miroslav (referee) ; Martinovičová, Dana (advisor)
The bachelor thesis analyzes the motivation of the staff and the salary structure in the theoretical part. The practical part consists of the research by questionnaire as a main instrument which is used during the research. The questionnaire contains questions about the evaluation system of the staff and according to the research the solution for a new salary structure and for the staff motivation was suggested. At the end of this thesis there is a proposal for the improved salary structure and motivation system which will be more preferable in the staff.
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Design of Information System for Customer Support
Šafařík, Pavel ; Klíma, Miroslav (referee) ; Luhan, Jan (advisor)
The bachelor thesis pays attention to the proposal of a system supporting the service and customer services. In its first chapter, the thesis describes the key field for customer services, their supply and usage, Furthermore, it speaks about the system of call centres, their types, possibilities and function. The next part submits an analysis of the existing situation in the service network and equipment of a particular company, the second part of the thesis includes a proposal of the complete system to solve the customer support from the point of view of the end users and the service partners. In the evaluating and concluding part, it focuses on the applicability of the system, its implementation and contributions.
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Proposal of Call Center Technology Changing
Vavrisová, Lenka ; Svoboda, Jan (referee) ; Ondrák, Viktor (advisor)
Objective of this work is to inform readers obout questions of telecommunication systems, whether analog or digital, and above all of the systems based on VoIP technology. Main intention of this bachelor work is then design of functional Call Center system and voice network, that would substitute present obsolete TDM system of concrete corporation.
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Voice systems usage and their application in the information society
Laštovička, Petr ; Papík, Richard (advisor) ; Fiala, Jakub (referee)
This bachelor thesis deals with the problems of speech recognition and its practical use. This function is described theoretically for more scientific disciplines, as well as towards the Information Sciences with emphasis on the thematic area of Human Computer Interaction. The work also includes a survey focused to obtain information on the behavior of users of contact centers - their habits, frequency of use, the type of service preference and request of new features. It also includes specific questions about the functions of speech recognition and voice identification. This pilot survey can be the basis for further extensive research. The aim is to determine the possibility of using speech recognition and the real needs of users.
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Turnover of call centre employees
Smolová, Iva ; Wagnerová, Irena (advisor) ; Štikar, Jiří (referee)
Submitted thesis focuses on call center staff turnover. After short reference to work psychology and organization the theoretic part deals mainly with the characterization of this phenomenon. It aims to specify the main factors and it refers to possible stabilization measures. The second theme of the thesis is call centre and work of operators. Possible difficulties and risks of this job are described, the profesiogram of an employee of the particular selling point has been compiled. The last chapter deals with recruitment procedure. It specifies the single phases of the selection procedure, beginning with the preparation and compilation of necessary documents and ending with adaptation phase of a new employee at the end of the whole procedure. The empirical part of the thesis focuses on the turnover in company "A". The analysis of the personnel data from 2009 to October 2010 was the first step. Subsequently we tried to answer the question, if it is possible to use Time Crirtical Desecion Making Test (used in current selective procedure), sociability, ability to assert oneself a comunicability as predictors of continuance in company. As a diagnostic method the Bochum Personality Questionnaire was used.
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Software Application of Statistical Methods in Data Driven Management
Rádl, Miloš ; Šustrová, Tereza (referee) ; Novotná, Veronika (advisor)
This thesis focuses on the assessment of possibilities in using software application of statistical methods in the field of data driven enterprise management. This includes a practical demonstration in a form of an analysis of telemarketing and an analysis of the work of company call centre. The thesis also contains assessment of the results of said analysis and recommendations based on them, which are aimed to help the enterprise in related endeavors.
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Voice systems usage and their application in the information society
Laštovička, Petr ; Papík, Richard (advisor) ; Fiala, Jakub (referee)
This bachelor thesis deals with the problems of speech recognition and its practical use. This function is described theoretically for more scientific disciplines, as well as towards the Information Sciences with emphasis on the thematic area of Human Computer Interaction. The work also includes a survey focused to obtain information on the behavior of users of contact centers - their habits, frequency of use, the type of service preference and request of new features. It also includes specific questions about the functions of speech recognition and voice identification. This pilot survey can be the basis for further extensive research. The aim is to determine the possibility of using speech recognition and the real needs of users.
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