Diary Thesis - Rainmaker
Tissari, Iida (2023)
Tissari, Iida
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202304034659
https://urn.fi/URN:NBN:fi:amk-202304034659
Tiivistelmä
This diary-based thesis is provided to follow the author's development and progress in her time at the job.
The thesis is written between November 2022 and January 2023, it includes an observation period of eight weeks for the dates of 21.11.2022-20.1.2023. The contents themselves include an introduction for the company and stakeholders related to the job. As well as an overview of the initial starting situation. The observation period includes daily chapters including a weekly analysis after each week. The thesis is summarized with a discussion of improvements and developments. In between the weekly parts are introduced charts of authors' weekly contacts as well in the end shown appendixes of customer satisfaction.
The theoretical part of the thesis is introduced contact centers with the effect on customer and employee satisfaction. As well as the importance of internal skill development. These topics are relevant to the author's work during the observation period and therefore discussed before the diary entries.
During the time the author is working for a contact center and providing customer service for a Finnish traveling company.
The thesis is written between November 2022 and January 2023, it includes an observation period of eight weeks for the dates of 21.11.2022-20.1.2023. The contents themselves include an introduction for the company and stakeholders related to the job. As well as an overview of the initial starting situation. The observation period includes daily chapters including a weekly analysis after each week. The thesis is summarized with a discussion of improvements and developments. In between the weekly parts are introduced charts of authors' weekly contacts as well in the end shown appendixes of customer satisfaction.
The theoretical part of the thesis is introduced contact centers with the effect on customer and employee satisfaction. As well as the importance of internal skill development. These topics are relevant to the author's work during the observation period and therefore discussed before the diary entries.
During the time the author is working for a contact center and providing customer service for a Finnish traveling company.