Zmapování spokojenosti zaměstnanců s formální komunikací v organizaci

Abstract

The subject of the diploma thesis - " The employees satisfaction mapping the formal communication in organization“ – measures or the employees satisfaction with the key instrument of formal communication in the selected organization by an internal call center. The theoretical part is based on the content analysis of the key Czech and foreign literature mapping the process of communication within the organization and the general principles of call center functions. It focuses on aspects influencing an efficiency and a job satisfaction of the selected company. It deeply studies the issue of call centers focused on functions of call centers, personnel composition, call center management principles and effective telephone communication. The practical part deals with the analyzing and evaluating the results of a questionnaire survey. Using a questionnaire survey examines the level of the employees´ satisfaction with the function of a corporate helpdesk (in) call centers in three areas - a formal setup, call progress and communication, an overall satisfaction. In conclusion, there are proposed some measures improving the quality of formal communication.