master's thesis
Analysis of Technical and Technological Specifications of Postal Operator Contact Center

Kristina Agatić (2016)
Sveučilište u Zagrebu
Fakultet prometnih znanosti
Promet
Zavod za poštanski promet
Metadata
TitleAnaliza tehničko-tehnoloških značajki kontakt centra poštanskog operatora
AuthorKristina Agatić
Mentor(s)Tomislav Kljak (thesis advisor)
Abstract
U svrhu unaprjeđenja poslovne komunikacije i odnosa između operatora i njegovih korisnika pojavljuju se prvi pozivni centri. Razvojem tehnologije pozivni centri poprimaju oblik inteligentnog kontakt centra. Moderni kontakt centar omogućuje korisnicima biranje načina komunikacije sa operatorima kako njima odgovara. Poštanski operatori u svom poslovanju koriste razne oblike kontakt centra. Korištenje informacijsko-komunikacijskih tehnologija omogućio je poštanskim operatorima visoku fleksibilnost i prilagodljivost svim korisnicima. U procesu upravljanja odnosima sa korisnicima najveću ulogu ima CRM. Rad pregledno prikazuje prijelaz sa pozivnog centra na složeni kontakt centar, utjecaj razvoja informacijsko-komunikacijskih tehnologija na razvoj komuniciranja sa krajnjim korisnicima, značajke CRM-a, tehnološke procese u jednom kontakt centru i primjer slučaja jednog kontakt centra poštanskog operatora.
Keywordscommunication information and communications tehnologies postal operator contact center
Parallel title (English)Analysis of Technical and Technological Specifications of Postal Operator Contact Center
Committee MembersTomislav Kljak (committee chairperson)
Zvonko Kavran (committee member)
Jasna Blašković Zavada (committee member)
Mihaela Bukljaš Skočibušić (committee member)
GranterSveučilište u Zagrebu
Fakultet prometnih znanosti
Lower level organizational unitsPromet
Zavod za poštanski promet
PlaceZagreb
StateCroatia
Scientific field, discipline, subdisciplineTECHNICAL SCIENCES
Traffic and Transport Technology
Postal and Telecommunications Traffic
Study programme typeuniversity
Study levelgraduate
Study programmeTraffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport
Study specializationPostal Traffic
Academic title abbreviationmag. ing. traff.
Genremaster's thesis
Language Croatian
Defense date2016-09-27
Parallel abstract (English)
First call centers appeard in order to improve business communication and relations between the operator and its users. With development of technology call centers take the form of intelligent contact center. Modern contact center allows users to select method of communication with operator in the way that suits them. Postal operators are using different forms of contact center in their business activities. Using information and communication technologies has enabled the postal operator high flexibility and adaptability to all users. In the process of customer relationship managament CRM has the most important role. Basic principle of this thesis is to show the transition from the call center to complex contact center, the development of information and communication technologies with the end users, features of CRM, technological processes in a contact center and case study of one contact center of postal operator.
Parallel keywords (Croatian)komunikacija informacijsko-komunikacijske tehnologije poštanski operator kontakt centar
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:119:063923
CommitterMojca Brenko-Puzak