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Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Nikita Zabelin
Analytical System of Efficiency Evaluation in an Organization Contact Center Structure
Business Informatics
(Master’s programme)
2017
Contact centers play an important role in the organization’s activities, because it interacts with the customers. However, organizations often face the problem of choosing the right element for their contact center structure. This problem is especially relevant, because the implementation of each of the most important elements results in major expenses, which forces the organization to make a choice consciously. In the framework of this work, the influence of the presence of various additional elements in the contact center structure on the most important characteristics of the organization is considered. Analytical System of Efficiency Evaluation in an Organization Contact Center Structure was developed, allowing the user to assess the effectiveness of his contact center, as well as to receive the proposal of the proper elements for implementation in order to improve certain organization’s characteristics.

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