Knowledge management of clients complaints in call centers Gestão do conhecimento de reclamações de clientes em call centers

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dc.contributor.authorPopadiuk S.
dc.date.accessioned2024-03-13T01:35:25Z
dc.date.available2024-03-13T01:35:25Z
dc.date.issued2009
dc.description.abstract© 2009 Mackenzie Presbyterian University. All rights reserved.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.
dc.description.firstpage135
dc.description.issuenumber2
dc.description.lastpage163
dc.description.volume10
dc.identifier.doi10.1590/S1678-69712009000200007
dc.identifier.issn1678-6971
dc.identifier.urihttps://dspace.mackenzie.br/handle/10899/37402
dc.relation.ispartofRevista de Administracao Mackenzie
dc.rightsAcesso Restrito
dc.subject.otherlanguageCall centers
dc.subject.otherlanguageClients' complains
dc.subject.otherlanguageCustomer relationship management
dc.subject.otherlanguageKnowledge management
dc.subject.otherlanguageServices
dc.titleKnowledge management of clients complaints in call centers Gestão do conhecimento de reclamações de clientes em call centers
dc.typeArtigo
local.scopus.citations1
local.scopus.eid2-s2.0-85014504409
local.scopus.updated2024-05-01
local.scopus.urlhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85014504409&origin=inward
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