Contact centers are an operationally complex element of a company and play a major role in the experience of its customers. By offering relevant and quick responses to questions and prompt problem solving, a company can achieve a better customer experience. Contact centers generate huge amounts of very useful data, which are often underused, misused, or even not used at all. Our research aims to apply data research techniques to the problem of creating customer profiles in the contact center. Customer profiling mechanisms should provide an explicit set of information about the observed customer's preferences, interests, and behavior patterns. Based on the attributes contained in the customer profile, the system makes decisions in terms of choosing the right contact center agent by anticipating the needs of the observed customer. In our paper, the customer profile is based on the extraction of his properties from log information about used services, behavior patterns, and other general characteristics of each customer. The purpose of our research is to determine which attributes are the most relevant for creating a customer profile and how to evaluate them.

Nowadays, companies face numerous challenges to operate successfully and remain competitive in the market. Globalization is increasing competition in the market, allowing many companies to operate in foreign markets. Increasing competition has made companies constantly trying to increase their productivity while reducing costs. To meet all the requirements, and at the same time function in the best possible way, companies must be organized adequately, taking into account the whole set of processes from the company's internal organization to the company's appearance on the market. It means, if the end-user is to be satisfied, the company must implement quality in all phases of business, ie business ethics and company culture, through the quality of technology, personnel, etc. In other words, it must be satisfied the system quality of the company, known in the literature as QMS (Quality Management System). The main purpose of this paper is to review the multiple understanding of the concept of QMS and its different underpinning theories in a business to customer context. The design of this research is based on mere documentary analysis and some observations.

Contemporary dynamic market conditions are characterized by high levels of competition. Businesses are forced to make continuous changes in order to maintain a high level of customer’s satisfaction. Contact centers are part of the global economy and a key channel for communication with customers. Access to the contact centers is realized through several channels (telephone, e-mail, fax, web forms, etc.), but the primary method is still a phone call. Most call centers use Interactive Voice Response (IVR) to route users with a particular problem for directing the user to an agent with appropriate capabilities (Skill-based routing – SBR). This type of contact center operation can have a negative impact on the quality considering customer’s experience, due to the complexity and length of the process, which often results in directing calls to the inadequate agent and describing the problem multiple times to reach the right agent. This paper aims at applying machine learning methods based on prior experience with matching customers and agents in order to reduce time and target agents with adequate problem-solving abilities.

Six Sigma is a version, a philosophy, a strategy and a set of tools for improvement of the quality services and processes. Till now, this method was mostly used in the world of manufacture. Telecommunication is the industry that is based on the service, where the customers are the main focus, and their needs very often seem unpredictable. In this work, a critical review had been given to the application of the Six Sigma methodology in the department of customers support of a telecom company. Through SWOT analysis, given is a review of the opportunities and challenges of this methodology, and also what is necessary to be changed for this methodology to have a purpose and application in one telecommunication company.