C’est une thèse qui s’inscrit dans les sciences de l’information et de communication, sous l’ongle de l’évolution, des médias.. Les nouvelles technologies d’information et de communication (NTIC) ont investi notre vie quotidienne, les objets connectés ont considérablement modifié les pratiques et les usages dans les services de formation des entreprises, notamment en matière de communication interpersonnelle et des relations pédagogiques numérisées. Ce travail de thèse a pour vocation d’éclairer les formateurs des centres de contact sur les processus, les conditions de réussite et les enjeux de l’intégration du e-learning. Et ce, en analysant de quelles façons les nouvelles pratiques de formation, notamment via des plateformes en ligne, les technologies de l’information et de la communication ont transformé les méthodes de formation « traditionnelles ». Nous nous intéressons plus particulièrement aux usages et outils regroupés sous l'appellation « e-learning » dans le cadre de la formation professionnelle, initiale et continue. / This thesis is part of the information and communication sciences, under the nail of evolution, of the media. Information and communication technologies (ICTs) have invested in our everyday life, globalized digitization and connected objects have considerably modified the practices and uses in the training services of companies, especially in terms of interpersonal communication and digitized pedagogical relations. This work of thesis aims to accompany the trainers of the contact centers on the processes, the conditions of success and the stakes of the integration of the e-learning. By analyzing in what ways new training practices, notably via online platforms, generalized digitization have transformed "traditional" training methods. We are particularly interested in the uses and tools grouped under the name "e-learning" in the context of initial and continuing vocational training.

The diploma thesis deals with three aspects of operational part of CRM -- sales force automation, telephone sales (contact centers) and e-business. The thesis studies the influence of these three aspects on the firm's productivity. The diploma thesis links to the company Plzensky Prazdroj a.s., which provided the data. Practical contribution of the thesis is an evaluation of current business model of Plzensky Prazdroj and a proposal of a new e-business strategy for this company.

Актуальность темы обусловлена заинтересованностью руководителей в поиске инструментов для оценки эффективности основной деятельности предприятия, в частности качества обработки обращений, поступающих в текстовые каналы контактных центров, с целью рационального распределения располагаемых ресурсов и принятия решений для повышения конкурентоспособности конечной продукции и услуг. Научная новизна состоит в том, что были проанализированы существующие подходы к управлению менеджментом качества работы операторов, в результате чего было выявлено отсутствие инструментов для оценки качества обслуживания с учётом значимых критериев для той отрасли, в рамках которой осуществляется обработка обращений. На основании чего была предложена методика оценки качества работы операторов контактных центров, включающая формулу для оценки качества с возможностью определения значимых отраслевых критериев, прототип формы для оценки качества работы операторов, а также общий алгоритм анализа эффективности труда операторов текстовых каналов. Практическая значимость работы заключается в том, что предлагаемую методику оценки качества работы операторов текстовых каналов контактных центров можно использовать для оценки и дальнейшего анализа показателей с целью улучшения качества реализуемых услуг и повышения конкурентоспособности конечной продукции. / The relevance of the topic is due to the interest of managers in finding tools to assess the effectiveness of the main activity of the enterprise, in particular, the quality of processing requests received in the text channels of contact centers, in order to rationally allocate available resources and make decisions to increase the competitiveness of final products and services. The scientific novelty consists in the fact that the existing approaches to managing the quality of operators' work were analyzed, as a result of which the lack of tools for assessing the quality of service was revealed, taking into account significant criteria for the industry in which requests are processed. Based on this, a methodology for assessing the quality of work of contact center operators was proposed, including a formula for assessing quality with the possibility of determining significant industry criteria, a prototype form for evaluating the quality of operators' work, as well as a general algorithm for analyzing the efficiency of text channel operators. The practical significance of the work lies in the fact that the proposed methodology for assessing the quality of work of operators of text channels of contact centers can be used to evaluate and further analyze indicators in order to improve the quality of services sold and increase the competitiveness of final products.

The thesis deals with the specific characteristics of drop-in addictology services in a small town. In the introduction, the author describes the drop-in addictology services existing and their activities. The thesis provides a brief insight into the basic principles of such services and their application in the Czech Republic. The core of the thesis consists of the research carried out among the employees of the civic association o. s. Prevent who work in drop-in addictology services in small towns. Within such research, the method of semi-structured narrative interview was applied. The objective of such research was to identify the specifics of their work in small towns as perceived by the employees proper. The intention was to compare the work carried out in small towns to the work as conducted in larger ones. The results identified are meant to point out the issues and challenges of working in small towns, to illustrate the setup of services in these locations, and to outline other possibilities for the future through the employees' eyes. The author's conclusions may support the employees in similar services to gain better orientation in the situation that they experience. The thesis may also constitute the basis for the founders of drop-in addictology facilities to change the setup of their...