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Using the Tools of Business Intelligence in Customer Care Center
Mencner, Jacek ; Luhan, Jan (referee) ; Kříž, Jiří (advisor)
This master's thesis deals with proposal of Business Intelligence solution. The main task is analysis of Customer Care processes, based on which the Business Intelligence solution has been designed. Thanks to obtained knowledge changes has been made to get more effective contact process. The first part of the thesis describes the theoretical foundations of Business Intelligence. In the second part is analysis of the current situation and solution proposal.
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Process racionalization in LOTUS NOTES surroundings
Kojecký, Jan ; Vojáček, Zdeněk (referee) ; Lacko, Branislav (advisor)
This work describes the rationalization process in Lotus Notes in a company that provides complete support for Lotus Notes Product for a large international company. It describes three level support and also deals with the rationalization process between the first level of support (customer service) and second level support (Lotus Notes administration). Finally, describes how to create – programming the agents in the Lotus Notes team for the second level, which will help to speed up and improve the services provided by this team.
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Prostředí komerčních call center na trhu v České republice
Karásek, Jan
The diploma thesis deals with the analysis of the macroenvironment of companies operating in the market of commercial call centers in the Czech Republic. The analysis is performed from the perspective of a new entity in the existing market, an analysis of the competitive environment and an analysis of the attractiveness of the industry was also performed. Based on analytical work, the author compiles a set of recommendations for a new company entering the industry.
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Using the Tools of Business Intelligence in Customer Care Center
Mencner, Jacek ; Luhan, Jan (referee) ; Kříž, Jiří (advisor)
This master's thesis deals with proposal of Business Intelligence solution. The main task is analysis of Customer Care processes, based on which the Business Intelligence solution has been designed. Thanks to obtained knowledge changes has been made to get more effective contact process. The first part of the thesis describes the theoretical foundations of Business Intelligence. In the second part is analysis of the current situation and solution proposal.
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Process racionalization in LOTUS NOTES surroundings
Kojecký, Jan ; Vojáček, Zdeněk (referee) ; Lacko, Branislav (advisor)
This work describes the rationalization process in Lotus Notes in a company that provides complete support for Lotus Notes Product for a large international company. It describes three level support and also deals with the rationalization process between the first level of support (customer service) and second level support (Lotus Notes administration). Finally, describes how to create – programming the agents in the Lotus Notes team for the second level, which will help to speed up and improve the services provided by this team.
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