Browsing by Author "Rokos, Lukáš"
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- ItemCRM a jeho možnosti využití v rámci kontaktního centra(Technická Univerzita v Liberci, 2007) Rokos, Lukáš; Antlová, KláraI have decided to focus on the explanation of the phenomenon called CRM and on the possibilities of the integrated analysis of customer relationship in this diploma paper. I suggest my own strategies and instruments to make communication with customer more effective. I´m trying to apply theoretical knowledges in the practice of Živnostenska bank contact center. The first chapters are focused on the theoretical interpretation of CRM project and on contact centre theory. I focus on principles and theoretical basis of both conceptions. The next part of this diploma paper is turned to the company and the company culture analysis. After that the analysis of the current contact center and SWOT analysis follow. Finally I´m trying to propose new solutions for the customer relationship management, new instruments for contact center practice and new ideas to make customer happier. I also present the benefits for the company after successful CRM implementation. I believe that all of this can improve existing conditions in the contact centre practice and assist to flexible and faster development of the contact center. 7