Smart contact center: the new customer service model
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Publication Date: | 2018 |
Other Authors: | , |
Format: | Article |
Language: | por |
Source: | Processando o Saber (Online) |
Download full: | https://fatecpg.edu.br/revista/index.php/ps/article/view/49 |
Summary: | This study aims to analyze the problems and causes of dissatisfaction reasons consumers with the services offered by organizations and possible solutions of Information Technology (IT) can generate improvements in processes of Customer Service (CS) and therefore increase customer satisfaction. For this, the paper presents the concept of Customer Relationship Management (CRM), Omnichannel, Call and Contact Centers. For demonstrating the benefits of deploying an intelligent solution in the contact center to conduct a data analysis for diagnosis of consumer customer perspective on customer service and what are the impacts that generates satisfaction to an organization. |
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Smart contact center: the new customer service modelContact center inteligente: o novo modelo de atendimento ao clienteServiço de Atendimento ao ClienteSACCustomer Relationship ManagementCRMContact CenterCustomer ServiceCSCustomer Relationship ManagementCRMContact CenterThis study aims to analyze the problems and causes of dissatisfaction reasons consumers with the services offered by organizations and possible solutions of Information Technology (IT) can generate improvements in processes of Customer Service (CS) and therefore increase customer satisfaction. For this, the paper presents the concept of Customer Relationship Management (CRM), Omnichannel, Call and Contact Centers. For demonstrating the benefits of deploying an intelligent solution in the contact center to conduct a data analysis for diagnosis of consumer customer perspective on customer service and what are the impacts that generates satisfaction to an organization.Este estudo tem como objetivo analisar os problemas existentes e os motivos geradores de insatisfação dos consumidores perante os serviços oferecidos pelas organizações e as possíveis soluções de Tecnologia da Informação (TI) capazes de gerar melhorias nos processos de Serviço de Atendimento ao Cliente (SAC) e, portanto, aumentar a satisfação dos clientes. Para isto, o trabalho apresentará o conceito de Customer Relationship Management (CRM), Omnichannel, Call e Contact Centers. Para a comprovação dos benefícios da implantação de uma solução inteligente no Contact Center, será realizada uma análise de dados para diagnóstico à luz da perspectiva dos consumidores: quanto ao serviço de atendimento e quais são os impactos que a satisfação gera para as empresas.FATEC Praia Grande2018-10-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://fatecpg.edu.br/revista/index.php/ps/article/view/49Revista Processando o Saber; v. 10 (2018): Revista Processando o Saber; 08-342179-5150reponame:Processando o Saber (Online)instname:Faculdades de Tecnologia do Estado de São Paulo (Fatec)instacron:FATECporhttps://fatecpg.edu.br/revista/index.php/ps/article/view/49/38Copyright (c) 2018 Revista Processando o Saberhttp://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessSilva, Grazyely LariosYoshida, Andressa Soares de SousaEdeiros, Paulo Rogério2020-12-18T21:45:16Zoai:revista.fatecpg.edu.br:article/49Revistahttps://www.fatecpg.edu.br/revista/index.php/ps/indexhttps://fatecpg.edu.br/revista/index.php/ps/oaifabio@fatecpg.edu.br||revista@fatecpg.com.br2179-51502179-5150opendoar:2020-12-18T21:45:16Processando o Saber (Online) - Faculdades de Tecnologia do Estado de São Paulo (Fatec)false |
dc.title.none.fl_str_mv |
Smart contact center: the new customer service model Contact center inteligente: o novo modelo de atendimento ao cliente |
title |
Smart contact center: the new customer service model |
spellingShingle |
Smart contact center: the new customer service model Silva, Grazyely Larios Serviço de Atendimento ao Cliente SAC Customer Relationship Management CRM Contact Center Customer Service CS Customer Relationship Management CRM Contact Center |
title_short |
Smart contact center: the new customer service model |
title_full |
Smart contact center: the new customer service model |
title_fullStr |
Smart contact center: the new customer service model |
title_full_unstemmed |
Smart contact center: the new customer service model |
title_sort |
Smart contact center: the new customer service model |
author |
Silva, Grazyely Larios |
author_facet |
Silva, Grazyely Larios Yoshida, Andressa Soares de Sousa Edeiros, Paulo Rogério |
author_role |
author |
author2 |
Yoshida, Andressa Soares de Sousa Edeiros, Paulo Rogério |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Silva, Grazyely Larios Yoshida, Andressa Soares de Sousa Edeiros, Paulo Rogério |
dc.subject.por.fl_str_mv |
Serviço de Atendimento ao Cliente SAC Customer Relationship Management CRM Contact Center Customer Service CS Customer Relationship Management CRM Contact Center |
topic |
Serviço de Atendimento ao Cliente SAC Customer Relationship Management CRM Contact Center Customer Service CS Customer Relationship Management CRM Contact Center |
description |
This study aims to analyze the problems and causes of dissatisfaction reasons consumers with the services offered by organizations and possible solutions of Information Technology (IT) can generate improvements in processes of Customer Service (CS) and therefore increase customer satisfaction. For this, the paper presents the concept of Customer Relationship Management (CRM), Omnichannel, Call and Contact Centers. For demonstrating the benefits of deploying an intelligent solution in the contact center to conduct a data analysis for diagnosis of consumer customer perspective on customer service and what are the impacts that generates satisfaction to an organization. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-10-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://fatecpg.edu.br/revista/index.php/ps/article/view/49 |
url |
https://fatecpg.edu.br/revista/index.php/ps/article/view/49 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://fatecpg.edu.br/revista/index.php/ps/article/view/49/38 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2018 Revista Processando o Saber http://creativecommons.org/licenses/by/4.0/ info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2018 Revista Processando o Saber http://creativecommons.org/licenses/by/4.0/ |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
FATEC Praia Grande |
publisher.none.fl_str_mv |
FATEC Praia Grande |
dc.source.none.fl_str_mv |
Revista Processando o Saber; v. 10 (2018): Revista Processando o Saber; 08-34 2179-5150 reponame:Processando o Saber (Online) instname:Faculdades de Tecnologia do Estado de São Paulo (Fatec) instacron:FATEC |
instname_str |
Faculdades de Tecnologia do Estado de São Paulo (Fatec) |
instacron_str |
FATEC |
institution |
FATEC |
reponame_str |
Processando o Saber (Online) |
collection |
Processando o Saber (Online) |
repository.name.fl_str_mv |
Processando o Saber (Online) - Faculdades de Tecnologia do Estado de São Paulo (Fatec) |
repository.mail.fl_str_mv |
fabio@fatecpg.edu.br||revista@fatecpg.com.br |
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1797068992160989184 |