Access to information: assessment of the use of automated interaction technologies in call centers

Access to information: assessment of the use of automated interaction technologies in call centers

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of k...

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Bibliographic Details
Main Authors: Fernando de Souza Meirelles, Nelson Lerner Barth
Format: Article
Language:English
Published: Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo 2011-01-01
Series:RAE: Revista de Administração de Empresas
Subjects:
Access to information
call centers
information technology and communication
automated interaction
managerial assessment
evaluation.
Online Access:http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-75902011000100004&lng=en&nrm=iso&tlng=en

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http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-75902011000100004&lng=en&nrm=iso&tlng=en

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