KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS

Detalhes bibliográficos
Autor(a) principal: Popadiuk, Silvio
Data de Publicação: 2009
Tipo de documento: Artigo
Idioma: por
Título da fonte: RAM. Revista de Administração Mackenzie
Texto Completo: https://editorarevistas.mackenzie.br/index.php/RAM/article/view/391
Resumo: Aiming at attending client requests call centers are understood as technological tools that enlarge interactions with clients. Among the set of demanded requests like cadastre, suggestions, criticisms, the most probable is related to product and service complaints. The objective of this study is to verify if the solution of complaints, made by call centers, is based on knowledge management. Managers and attendants visions have been compared with the objective to identify if knowledge management is permeated through the team or knowledge management is only an intention of managers. A questionnaire based on Bukowitz and Williams (2002) has been applied. Five companies have been searched. The results have been revealed that knowledge management needs to be improved in call centers and there is a certain gap between managers and attendants visions about knowledge management.KEYWORDSKnowledge management; Call centers; Customer relationship management; Clients' complains; Services.
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spelling KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERSGestão do conhecimento de reclamações de clientes em Call CentersAiming at attending client requests call centers are understood as technological tools that enlarge interactions with clients. Among the set of demanded requests like cadastre, suggestions, criticisms, the most probable is related to product and service complaints. The objective of this study is to verify if the solution of complaints, made by call centers, is based on knowledge management. Managers and attendants visions have been compared with the objective to identify if knowledge management is permeated through the team or knowledge management is only an intention of managers. A questionnaire based on Bukowitz and Williams (2002) has been applied. Five companies have been searched. The results have been revealed that knowledge management needs to be improved in call centers and there is a certain gap between managers and attendants visions about knowledge management.KEYWORDSKnowledge management; Call centers; Customer relationship management; Clients' complains; Services.Com o objetivo de atender às solicitações de clientes, os call centers são vistos como ferramentas tecnológicas, ampliando seu escopo em relação à interação com eles. Dentre o conjunto de solicitações demandadas pelos clientes, inserem-se os cadastramentos, as sugestões e as críticas. Neste estudo, comparou-se a visão das gerências com a dos atendentes sobre gestão do conhecimento, com o propósito de identificar se ela é permeada pela equipe ou apenas uma intenção das gerências. Para delimitar o objeto de avaliação, foi escolhida a atividade relativa à solução de reclamações feitas aos call centers. Para isso, aplicou-se em cinco empresas um questionário baseado no modelo de avaliação proposto por Bukowitz e Williams (2002). Os resultados revelaram a presença de desconexão entre a visão da gerência e a do atendente sobre a gestão do conhecimento quanto ao processo de solução de reclamações dos clientes que acessam os call centers.PALAVRAS-CHAVEGestão do conhecimento; Call center; Customer relationship management; Reclamações de clientes; Serviços.Editora Mackenzie2009-04-17info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/391Revista de Administração Mackenzie; Vol. 10 No. 2 (2009)Revista de Administração Mackenzie; Vol. 10 Núm. 2 (2009)Revista de Administração Mackenzie (Mackenzie Management Review); v. 10 n. 2 (2009)1678-69711518-6776reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (MACKENZIE)instacron:MACKENZIEporhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/391/228Copyright (c) 2015 Revista de Administração Mackenzieinfo:eu-repo/semantics/openAccessPopadiuk, Silvio2011-01-18T13:50:04Zoai:ojs.editorarevistas.mackenzie.br:article/391Revistahttps://editorarevistas.mackenzie.br/index.php/RAM/PUBhttps://editorarevistas.mackenzie.br/index.php/RAM/oairevista.adm@mackenzie.br1678-69711518-6776opendoar:2011-01-18T13:50:04RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)false
dc.title.none.fl_str_mv KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
Gestão do conhecimento de reclamações de clientes em Call Centers
title KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
spellingShingle KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
Popadiuk, Silvio
title_short KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
title_full KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
title_fullStr KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
title_full_unstemmed KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
title_sort KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS
author Popadiuk, Silvio
author_facet Popadiuk, Silvio
author_role author
dc.contributor.author.fl_str_mv Popadiuk, Silvio
description Aiming at attending client requests call centers are understood as technological tools that enlarge interactions with clients. Among the set of demanded requests like cadastre, suggestions, criticisms, the most probable is related to product and service complaints. The objective of this study is to verify if the solution of complaints, made by call centers, is based on knowledge management. Managers and attendants visions have been compared with the objective to identify if knowledge management is permeated through the team or knowledge management is only an intention of managers. A questionnaire based on Bukowitz and Williams (2002) has been applied. Five companies have been searched. The results have been revealed that knowledge management needs to be improved in call centers and there is a certain gap between managers and attendants visions about knowledge management.KEYWORDSKnowledge management; Call centers; Customer relationship management; Clients' complains; Services.
publishDate 2009
dc.date.none.fl_str_mv 2009-04-17
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://editorarevistas.mackenzie.br/index.php/RAM/article/view/391
url https://editorarevistas.mackenzie.br/index.php/RAM/article/view/391
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://editorarevistas.mackenzie.br/index.php/RAM/article/view/391/228
dc.rights.driver.fl_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2015 Revista de Administração Mackenzie
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Editora Mackenzie
publisher.none.fl_str_mv Editora Mackenzie
dc.source.none.fl_str_mv Revista de Administração Mackenzie; Vol. 10 No. 2 (2009)
Revista de Administração Mackenzie; Vol. 10 Núm. 2 (2009)
Revista de Administração Mackenzie (Mackenzie Management Review); v. 10 n. 2 (2009)
1678-6971
1518-6776
reponame:RAM. Revista de Administração Mackenzie
instname:Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron:MACKENZIE
instname_str Universidade Presbiteriana Mackenzie (MACKENZIE)
instacron_str MACKENZIE
institution MACKENZIE
reponame_str RAM. Revista de Administração Mackenzie
collection RAM. Revista de Administração Mackenzie
repository.name.fl_str_mv RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)
repository.mail.fl_str_mv revista.adm@mackenzie.br
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