Μελέτη και αξιολόγηση λειτουργίας τηλεφωνικού κέντρου. Προτάσεις βελτιστοποίησης
View/
Keywords
Τηλεφωνικά κέντρα ; Βελτιστοποίηση ; Διαχείριση πελατειακών σχέσεων ; Προγραμματισμός επιχειρησιακών πόρων ; Συστήματα Ενδοεπιχειρησιακού ΣχεδιασμούAbstract
This thesis is an attempt to evaluate and apply optimization suggestions to the operations of a call center.
The approach followed is to evaluate a specific COSMOTE e-value call center, in the form of a questionnaire to its employees on its overall benefits and functions. Based on the answers, an attempt is made to evaluate the functions in order to generate possible scenarios for both changing system flows and changing operating systems that support them.
Sample evaluation is done with different approach models such as:
• Validity analysis
• Reliability analysis
• Spearman Correlation analysis
• Quantitative Analysis
Finally, based on the above, a number of conclusions reflecting the outlook are presented, as well as annexes, which detail all the tables and diagrams of the individual models of analysis.
Postgraduate Studies Programme
Τεχνοοικονομική Διοίκηση Τηλεπικοινωνιακών ΣυστημάτωνDepartment
Σχολή Τεχνολογιών Πληροφορικής και Επικοινωνιών. Τμήμα Ψηφιακών ΣυστημάτωνNumber of pages
146Language
GreekCollections
Except where otherwise noted, this item's license is described as
Attribution-NoDerivatives 4.0 Διεθνές
Attribution-NoDerivatives 4.0 Διεθνές