20.500.12556/DKUM-83350 Uvedba programske rešitve za upravljanje odnosov s strankami v kontaktnem centru Implementation of customer relations management system in the contact center Hiter tehnološki napredek in nenehno spreminjajoče se potrebe strank na področju telekomunikacij in interakcij s strankami so razlog, da so se podjetja prisiljena prilagajati vedno bolj zahtevnemu tržišču. Programska rešitev, kjer so vsi komunikacijski kanali vodeni znotraj ene same platforme in omogoča centralizirano distribucijo, upravljanje in shranjevanje vseh podatkov o strankah in zapisov o interakcijah, podjetjem omogoča biti korak pred drugimi. Skupaj z inteligentnim večkanalnim usmerjanjem, poročanjem v realnem času in beleženjem interakcij po vseh komunikacijskih kanalih, omogoča 360-stopinjski pogled na stranko in možnost zagotavljanja visoko personaliziranega, celovitega pristopa k oskrbi strank. V diplomski nalogi je predstavljena uvedba celovite programske rešitve za podporo upravljanju odnosov s strankami v večji slovenski banki. Prikazana je analiza stanja pred in po uvedbi rešitve. Rapid technological progress and the constantly changing needs of customers in the field of telecommunications and interactions with customers are the reasons why companies are forced to adapt to an increasingly demanding market. A software solution where multiple communication channels are driven inside a single platform enables the centralized distribution, management, and storage of all customer data and interaction records, allowing companies to be one step ahead of others. Together with intelligent multi-channel routing, knowledge-based routing, real-time reporting, and interaction recording across all communication channels, it enables a 360-degree view of the customer and a possibility to deliver a highly personalized, all-in-one approach to customer care. The assignment presents the introduction of a comprehensive software solution to support customer relationship management in the organization. The assignment also shows an analysis of the situation before and after the implementation of the solution. CRM kontaktni center banka upravljanje stikov s stranko komuniciranje po različnih kanalih CRM contact centre bank customer engagement communication through different channels true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2022-11-02 08:21:19 2023-02-22 13:05:51 2023-02-23 03:07:44 0000-00-00 00:00:00 2022 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 142653443 VS_Golob_Barbara_2022.pdf VS_Golob_Barbara_2022.pdf 1 EFD22CD8DB6246F2CFE61E2743B35B9F 2e3568ed434b2664e66caaa8d901df8815932d4b22fb1784cd1317baa1a23255 7e3870c1-5a80-11ed-bc73-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=164224 Fakulteta za organizacijske vede 0 0 0