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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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Telemarketing
Špicová, Martina ; Hanák, David (referee) ; Chalupský, Vladimír (advisor)
The Master’s thesis analyses problems connected with purchasing and providing information by the means of telemarketing. On the basis of the obtained imperfections, this Master’s thesis includes the proposal of the process of communication by the means of the customer line, which ensures its more effective function.
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Advanced analysis of spontaneous spoken dialogues
Musil, David ; Burget, Radim (referee) ; Atassi, Hicham (advisor)
First part of this thesis contains information about call centers. This chapter focuses at their origin and history and basic division of software call centers use. Second chapter contains ways of processing speech and methods for call quality evaluation. Next chapter provides a description of basic dialogue features such as reaction, hesitation and interruption. Following chapters contain desing and description of graphic environment designed in Matlab programming language for previously mentioned basic dialogue features from data provided by thesis supervisor and their use for conversation analysis. Second part of thesis describes the process of creation a call assessment. It includes gathering necessary data for this part of thesis, their subsequent modification, usage and discussion of results and foundings.
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Call Center Process Automation Plan in ISO 9001:2000 Certified Organization
Hovadík, Jiří ; Liška, Jiří (referee) ; Dydowicz, Petr (advisor)
This master’s thesis deals with system of evidence customer requests in service organization. The introduction describes services activities in domain are focused on payment terminals and contemporary situation in call center. The suitable selection implementation tools are done. The second part contains the design of system for requests evidence and design of imports for service information system. The evaluation of the master’s thesis and some future improvements are presented.
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Analysis of Telephone Call of Two People
Herceková, Monika ; Schwarz, Petr (referee) ; Matějka, Pavel (advisor)
This thesis deals with analysis of two people's phone call. It describes possible ways of speech and silence appearence in record and reasons criteria for listening the record. There is implemented prototype of application suggested in the thesis for analysis of telephone call. There are introduced possible extensions of the work at the end of the thesis.
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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 to Increase the Performance of the Medical Center.
Kobe, Pavel ; MBA, Tomáš Oborný, (referee) ; Pokorný, Jiří (advisor)
This diploma thesis focuses on a possibility of introducing of assistance services in medical facilities or a setting up of a new subsidiary company for these services that increase a comfort for patients. It contains the instructions how to realize the comfort of the health conditions which is provided by the health care system in the Czech Republic. It specifies a method that increases a performance of an additional medical facility service.
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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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