Smart contact center: the new customer service model

Detalhes bibliográficos
Autor(a) principal: Silva, Grazyely Larios
Data de Publicação: 2018
Outros Autores: Yoshida, Andressa Soares de Sousa, Edeiros, Paulo Rogério
Tipo de documento: Artigo
Idioma: por
Título da fonte: Processando o Saber (Online)
Texto Completo: https://fatecpg.edu.br/revista/index.php/ps/article/view/49
Resumo: 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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spelling 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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