Call Center Service
Mostrando 1-12 de 20 artigos, teses e dissertações.
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1. Teleoperadores de call center de uma empresa de comunicação em Porto Alegre : um estudo sociológico
The goal of this dissertation is to understand the context of work in organizations that use the system Call Center management. This interest is justified by the fact that this sector is booming in recent decades, besides being one of the service sectors that spreads more job openings for those interested in laboring with telework. Thus, discusses the evolut
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 31/08/2012
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2. Dignidade e relações de poder: um estudo em um call center à luz de Foucault Jones
The study of dignity appears in several areas of human knowledge, as in philosophy, theology, law, medicine. In organizations, has been discussed mainly in relations between companies and employees, but new studies support the expansion for relations with other stakeholders, including customers. Company-customer relations are based on business strategies and
IBICT - Instituto Brasileiro de Informação em Ciência e Tecnologia. Publicado em: 20/03/2012
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3. The contribuitions of the Call Center area in innovation processes of Service Companies. / A contribuição do Call Center para a inovação em empresas prestadoras de serviços.
The main objective of this thesis is to improve the understanding of the phenomenon of the innovation in service companies where the Call Center is the principal means of interaction between the enterprise and its customers. This paper also describes the possible contributions of the Call Center area in all innovation processes. It focuses on the idea that i
Publicado em: 2010
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4. DOING IT OUR WAY: AUDIOVISUAL AIDS FOR RESIGNIFYING THE FAVELA / FAZENDO DO NOSSO JEITO: O AUDIOVISUAL A SERVIÇO DA RESSIGNIFICAÇÃO DA FAVELA
This thesis is an ethnographic study of the Núcleo de Audiovisual (Audiovisual Center) of the Central Única das Favelas (CUFA), a cultural and civic NGO located in Cidade de Deus, a favela in Rio de Janeiro¿s West Zone. The main purpose of the study is to demonstrate the articulations between culture and politics established by the community. In other wor
Publicado em: 2009
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5. Avaliação da qualidade em serviços com a utilização do SERVQUAL e dos operadores Fuzzy
Nas últimas décadas, é observado que o setor de serviços vem se tornando responsável por grande parte da economia brasileira, devido à heterogeneidade, ampliação de empregos e à diversidade de empresas existentes nesse setor. O setor é responsável também pela maior parcela do PIB mundial e apresenta-se como a parcela mais dinâmica da economia, f
Publicado em: 2009
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6. Call center own or outsourced : comparative using systems dynamics / Call center próprio ou terceirizado : comparações utilizando simulações com sistemas dinâmicos
It is increasingly evident the need for companies to seek closer to its customers, due to fierce competition and challenges ahead to technological changes. One such challenge is the relationship between company and customers, whose number grew as much as the provision of products and competition. And one of the ways advanced to operationalise this relationsh
Publicado em: 2008
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7. A rotatividade de pessoal em call centers brasileiros
This dissertation is the report of a research work developed to study the causes of the high employee turnover in brazilian call centers. After a revisional work of the main aspects of call center management and employee turnover research, it was chosen to study the correlation with human resources management (HRM) practices, in the same research strategy ch
Publicado em: 2008
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8. Estratégia e processos de gestão em Call Centers próprios e terceirizados no Brasil
This dissertation comes from an international survey on the call center industry. Specifically this dissertation discusses about the strategy and practices of human resources in the call center industry in Brazil. We investigate if a relationship exists among the outsourcing, the strategy of the call center and the allocation of the strategic human resources
Publicado em: 2007
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9. Vivências de mal-estar no trabalho em central de teleatendimento governamental
The objective of this dissertation is to investigate the relation between Call Center Work, Human Cost of Work, and Uneasy and Well-being Experiences of the call centre staffs in a public central service. The theoretical framework used in the present research was based on the theoretical model of the Ergonomics of the Activity, contemplating the following an
Publicado em: 2006
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10. O Impacto da Terceirização do Call Center em Empresas de Energia Elétrica no Brasil
This dissertation seeks to recognize the impacts that outsourcing of the call center brings to firms of electrical energy in Brazil. For this research, two existing cases in the brazilian sector electric: i) case of Cemig, firm mineira of electrical energy; ii) case Light, firm carioca of electrical energy. The framework of this dissertation is based of the
Publicado em: 2006
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11. Uma investigação empírico-exploratória acerca da causalidade dos indicadores operacionais de call center com a satisfação dos clientes
Year after year the call center industry comes presenting high growth, either in Brazil or the world, using increasing contingent of people and receiving large amount of financial resources. Supporting all this industry, exists a theoretical reference that privileges the search of the improvement of diverse operational performance indicators. This study, emp
Publicado em: 2006
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12. Relações sociais de trabalho e custo humano da atividade: vivências de mal-estar e bem-estar em serviço de teleatendimento governamental
The general objective of this study is to investigate the inter-relation between the human cost of activity and the social relations of labour in a governments call center service. It consists of a study in Ergonomics of Activity considering three analytical dimensions: social relations of labour, human cost of activity and experiences of well being and disc
Publicado em: 2006