Analiza tehničko-tehnoloških značajki kontakt centra poštanskog operatora

master's thesis

• Title (english): Analysis of Technical and Technological Specifications of Postal Operator Contact Center
• Author: Kristina Agatić
• Mentor: Tomislav Kljak (mentor)
• Committee member: Zvonko Kavran (predsjednik povjerenstva)
• Committee member: Jasna Blašković Zavada (član povjerenstva)
• Committee member: Mihaela Bukljaš Skočibušić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Postal Transport); Zagreb
• Defense date and country: 2016-09-27, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

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.

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.

• Keywords: komunikacija; informacijsko-komunikacijske tehnologije; poštanski operator; kontakt centar
• Keywords (english): communication; information and communications tehnologies; postal operator; contact center
• Language: croatian
• URN:NBN: urn:nbn:hr:119:063923
• Study programme: Title: Traffic 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; Course: Postal Traffic; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka prometa (magistar/magistra inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2016-09-28 10:25:42