Smart contact center: the new customer service model
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 t...
| Autores: | , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2018 |
| País: | Brasil |
| Institución: | Faculdades de Tecnologia do Estado de São Paulo (Fatec) |
| Repositorio: | Processando o Saber (Online) |
| Idioma: | portugués |
| OAI Identifier: | oai:revista.fatecpg.edu.br:article/49 |
| Acceso en línea: | https://fatecpg.edu.br/revista/index.php/ps/article/view/49 |
| Access Level: | acceso abierto |
| Palabra clave: | Serviço de Atendimento ao Cliente SAC Customer Relationship Management CRM Contact Center Customer Service CS |
| Sumario: | 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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