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Ing. Petra Sitková

Master's thesis

Key Performance Indicators of customer service in SYKES outsourcing company

Key Performance Indicators of customer service in SYKES outsourcing company
Abstract:
This work focus on measurable Key Performance Indicators, their evaluation and concept improvement in outsourcing company SYKES in Budapest. It also deals with forms, types, advantages and risks of outsourcing. The thesis describes particular indicators and suggests possible solutions for result improvement.
Abstract:
Tato práce se zaměřuje na měřitelné klíčové ukazatele, jejich hodnocení a konceptulání zlepšení v outsourcingové společnosti SYKES v Budapešti. Také pojendává o formách, typech, výhodách a riscích outsourcingu. Práce popisuje jednotlivé indikátory a navrhuje možná řešení, ke zlepšení jejich plnění.
 

Keywords

Outsourcing klíčové ukazatele výkonnosti service level agreements zákaznický servis poskytovatelé služeb
 
Language used: English
Date on which the thesis was submitted / produced: 25. 5. 2010

Thesis defence

  • Date of defence: 15. 6. 2010
  • Supervisor: Ing. Kateřina Pojkarová, Ph.D.

Citation record

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The right form of listing the thesis as a source quoted

Sitková, Petra. Key Performance Indicators of customer service in SYKES outsourcing company. Pardubice, 2010. diplomová práce (Ing.). Univerzita Pardubice. Dopravní fakulta Jana Pernera

Full text of thesis

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Institution archiving the thesis and making it accessible: Univerzita Pardubice, Dopravní fakulta Jana Pernera
https://portal.upce.cz/StagPortletsJSR168/CleanUrl?urlid=prohlizeni-prace-detail&praceIdno=12853 Reference to the local database file of the institution