A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER

Detalhes bibliográficos
Autor(a) principal: Tavares, Samuel Ribeiro
Data de Publicação: 2012
Outros Autores: Vieira Júnior, Milton
Tipo de documento: Artigo
Idioma: por
Título da fonte: Sistemas & Gestão
Texto Completo: https://www.revistasg.uff.br/sg/article/view/V6N3A3
Resumo: This paper aimed at developing and testing a proposal based on knowledge management to enablea contact center operation to harvest the benefits of workforce empowerment while minimizing the risks ofsuch a managerial approach. In an experimental, interventionist research, flavored with a critical orientation,the case of such an operation in São Paulo was studied. In light of the findings, it is possible to conclude,without any room for generalization, however, that knowledge management can contribute to an effectiveimplementation of the empowerment approach in contact centers.
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spelling A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTERA PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTERUma Aplicação Prática da Gestão do Conhecimento no Front Office de um Contact Centerknowledge managementempowermentcontact centeroperationsknowledge managementempowermentcontact centeroperationsgestão do conhecimentoempowermentcontact centeroperaçõesGestão do ConhecimentoThis paper aimed at developing and testing a proposal based on knowledge management to enablea contact center operation to harvest the benefits of workforce empowerment while minimizing the risks ofsuch a managerial approach. In an experimental, interventionist research, flavored with a critical orientation,the case of such an operation in São Paulo was studied. In light of the findings, it is possible to conclude,without any room for generalization, however, that knowledge management can contribute to an effectiveimplementation of the empowerment approach in contact centers.This paper aimed at developing and testing a proposal based on knowledge management to enablea contact center operation to harvest the benefits of workforce empowerment while minimizing the risks ofsuch a managerial approach. In an experimental, interventionist research, flavored with a critical orientation,the case of such an operation in São Paulo was studied. In light of the findings, it is possible to conclude,without any room for generalization, however, that knowledge management can contribute to an effectiveimplementation of the empowerment approach in contact centers.Este trabalho teve por objetivo desenvolver e testar uma proposta baseada na gestão doconhecimento organizacional, que permitisse a uma operação de contact center, ao mesmo tempo,colher os benefícios da abordagem empowerment e minimizar os riscos dela decorrentes. Em umapesquisa experimental, intervencionista, com um componente de orientação crítica, estudou-se ocaso de uma destas operações em São Paulo. À luz dos resultados obtidos, é possível afirmar, sem,contudo, qualquer pretensão de generalização, que a gestão do conhecimento pode contribuir parauma efetiva implementação da abordagem empowerment em contact centers.ABEC2012-05-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPesquisa Empírica de Campoapplication/pdfhttps://www.revistasg.uff.br/sg/article/view/V6N3A310.7177/sg.2011.V6.N3.A3Sistemas & Gestão; v. 6 n. 3 (2011): Outubro/2011; 254-2711980-516010.7177/sg.2011.v6.n3reponame:Sistemas & Gestãoinstname:Universidade Federal Fluminense (UFF)instacron:UFFporhttps://www.revistasg.uff.br/sg/article/view/V6N3A3/V6N3A3Copyright (c) 2015 Sistemas & Gestãoinfo:eu-repo/semantics/openAccessTavares, Samuel RibeiroVieira Júnior, Milton2023-01-09T18:18:58Zoai:ojs.www.revistasg.uff.br:article/170Revistahttps://www.revistasg.uff.br/sgPUBhttps://www.revistasg.uff.br/sg/oai||sg.revista@gmail.com|| periodicos@proppi.uff.br1980-51601980-5160opendoar:2023-01-09T18:18:58Sistemas & Gestão - Universidade Federal Fluminense (UFF)false
dc.title.none.fl_str_mv A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
Uma Aplicação Prática da Gestão do Conhecimento no Front Office de um Contact Center
title A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
spellingShingle A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
Tavares, Samuel Ribeiro
knowledge management
empowerment
contact center
operations
knowledge management
empowerment
contact center
operations
gestão do conhecimento
empowerment
contact center
operações
Gestão do Conhecimento
title_short A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
title_full A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
title_fullStr A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
title_full_unstemmed A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
title_sort A PRACTICAL APPLICATION OF KNOWLEDGE MANAGEMENT TO THE FRONT OFFICE OF A CONTACT CENTER
author Tavares, Samuel Ribeiro
author_facet Tavares, Samuel Ribeiro
Vieira Júnior, Milton
author_role author
author2 Vieira Júnior, Milton
author2_role author
dc.contributor.author.fl_str_mv Tavares, Samuel Ribeiro
Vieira Júnior, Milton
dc.subject.por.fl_str_mv knowledge management
empowerment
contact center
operations
knowledge management
empowerment
contact center
operations
gestão do conhecimento
empowerment
contact center
operações
Gestão do Conhecimento
topic knowledge management
empowerment
contact center
operations
knowledge management
empowerment
contact center
operations
gestão do conhecimento
empowerment
contact center
operações
Gestão do Conhecimento
description This paper aimed at developing and testing a proposal based on knowledge management to enablea contact center operation to harvest the benefits of workforce empowerment while minimizing the risks ofsuch a managerial approach. In an experimental, interventionist research, flavored with a critical orientation,the case of such an operation in São Paulo was studied. In light of the findings, it is possible to conclude,without any room for generalization, however, that knowledge management can contribute to an effectiveimplementation of the empowerment approach in contact centers.
publishDate 2012
dc.date.none.fl_str_mv 2012-05-30
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Pesquisa Empírica de Campo
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revistasg.uff.br/sg/article/view/V6N3A3
10.7177/sg.2011.V6.N3.A3
url https://www.revistasg.uff.br/sg/article/view/V6N3A3
identifier_str_mv 10.7177/sg.2011.V6.N3.A3
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://www.revistasg.uff.br/sg/article/view/V6N3A3/V6N3A3
dc.rights.driver.fl_str_mv Copyright (c) 2015 Sistemas & Gestão
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2015 Sistemas & Gestão
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv ABEC
publisher.none.fl_str_mv ABEC
dc.source.none.fl_str_mv Sistemas & Gestão; v. 6 n. 3 (2011): Outubro/2011; 254-271
1980-5160
10.7177/sg.2011.v6.n3
reponame:Sistemas & Gestão
instname:Universidade Federal Fluminense (UFF)
instacron:UFF
instname_str Universidade Federal Fluminense (UFF)
instacron_str UFF
institution UFF
reponame_str Sistemas & Gestão
collection Sistemas & Gestão
repository.name.fl_str_mv Sistemas & Gestão - Universidade Federal Fluminense (UFF)
repository.mail.fl_str_mv ||sg.revista@gmail.com|| periodicos@proppi.uff.br
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