Prikaz osnovnih podataka o dokumentu
Organizacija kontakt centara, kanali komunikacije i zaposleni u kontakt centru
Contact centers organization, communication channels, and contact centers employees
dc.creator | Dašić, Danijela | |
dc.creator | Kostić-Stanković, Milica | |
dc.date.accessioned | 2023-05-12T10:50:56Z | |
dc.date.available | 2023-05-12T10:50:56Z | |
dc.date.issued | 2015 | |
dc.identifier.issn | 1451-4354 | |
dc.identifier.uri | https://rfos.fon.bg.ac.rs/handle/123456789/1333 | |
dc.description.abstract | Rad daje opšte informacije u sa vezi kontakt centrima: organizaciju, kanale komunikacije i organizaciju zaposlenih. Kontakt centri mogu da se organizuju na razne načine. Da bi banke bile konkurentne veoma vode računa da izađu u susret klijentima i omoguće im nove kanale komunikacije. Shodno navedenom, banke današnjice pružaju usluge kontakt centara putem nekoliko kanala komunikacije. U radu će, osim opisa organizacije kontakt centara i kanala komunikacije, biti više reči i o zaposlenima u kontakt centru. Naime, kakve osobine treba ovaj profil zaposlenih da poseduje, kako se pravi proračun broja radnika po smenama, raspored radnika, ali biće više reči i o preporukama u vezi sa zadržavanjem radnika. Rad sadrži i detaljnije informacije o kontakt centru i organizovanju zaposlenih u Komercijalnoj banci ad Beograd. | sr |
dc.description.abstract | The paper provides general information about contact centers: their organization, communication channels, and organization of employees. Contact centers can be organized in different ways. In order to be competitive, banks pay attention to meet the clients' needs and enable them new channels for communication. To this end, today's banks provide contact centre services through several communication channels. In addition to the organization of contact centers and communication channels, this paper will also be focusing on contact centre employees. In particular, on the characteristics required from this employee profile, ways to calculate the number of employees per shift, ways to delegate employees, and a few recommendations on how to retain employees. The paper contains detailed information about the contact center of Komercijalna banka a.d. Belgrade, and its organization of employees. | en |
dc.publisher | Udruženje banaka Srbije, Beograd | |
dc.rights | openAccess | |
dc.rights.uri | https://creativecommons.org/licenses/by-sa/4.0/ | |
dc.source | Bankarstvo | |
dc.subject | višekanalni kontakt centri | sr |
dc.subject | podela kontakt centara | sr |
dc.subject | kontakt centar | sr |
dc.subject | kol centri | sr |
dc.subject | izmešteni kontakt centri | sr |
dc.subject | govorni automat | sr |
dc.subject | dolazni i odlazni kontakti | sr |
dc.subject | voice machine | en |
dc.subject | outsourced contact centers | en |
dc.subject | multichannel contact centers | en |
dc.subject | inbound and outbound contacts | en |
dc.subject | contact centre | en |
dc.subject | contact centers categorization | en |
dc.subject | call centre | en |
dc.title | Organizacija kontakt centara, kanali komunikacije i zaposleni u kontakt centru | sr |
dc.title | Contact centers organization, communication channels, and contact centers employees | en |
dc.type | article | |
dc.rights.license | BY-SA | |
dc.citation.epage | 135 | |
dc.citation.issue | 1 | |
dc.citation.other | 44(1): 116-135 | |
dc.citation.rank | M51 | |
dc.citation.spage | 116 | |
dc.citation.volume | 44 | |
dc.identifier.doi | 10.5937/bankarstvo1501116D | |
dc.identifier.fulltext | http://prototype2.rcub.bg.ac.rs/bitstream/id/178/1329.pdf | |
dc.identifier.rcub | conv_571 | |
dc.type.version | publishedVersion |