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...
| Main Authors: | , |
|---|---|
| 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: | |
| Online Access: | http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-75902011000100004&lng=en&nrm=iso&tlng=en |
| _version_ | 1797726939832647680 |
|---|---|
| author | Fernando de Souza Meirelles Nelson Lerner Barth |
| author_facet | Fernando de Souza Meirelles Nelson Lerner Barth |
| author_sort | Fernando de Souza Meirelles |
| collection | DOAJ |
| description | 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 knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research. |
| first_indexed | 2024-03-12T10:52:40Z |
| format | Article |
| id | doaj.art-8e8330773f9648d688e1851708cf5f3f |
| institution | Directory Open Access Journal |
| issn | 0034-7590 2178-938X |
| language | English |
| last_indexed | 2024-03-12T10:52:40Z |
| publishDate | 2011-01-01 |
| publisher | Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo |
| record_format | Article |
| series | RAE: Revista de Administração de Empresas |
| spelling | doaj.art-8e8330773f9648d688e1851708cf5f3f2023-09-02T06:45:41ZengFundação Getulio Vargas, Escola de Administração de Empresas de São PauloRAE: Revista de Administração de Empresas0034-75902178-938X2011-01-015112742Access to information: assessment of the use of automated interaction technologies in call centersFernando de Souza MeirellesNelson Lerner BarthWith 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 knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-75902011000100004&lng=en&nrm=iso&tlng=enAccess to informationcall centersinformation technology and communicationautomated interactionmanagerial assessmentevaluation. |
| spellingShingle | Fernando de Souza Meirelles Nelson Lerner Barth Access to information: assessment of the use of automated interaction technologies in call centers RAE: Revista de Administração de Empresas Access to information call centers information technology and communication automated interaction managerial assessment evaluation. |
| title | Access to information: assessment of the use of automated interaction technologies in call centers |
| title_full | Access to information: assessment of the use of automated interaction technologies in call centers |
| title_fullStr | Access to information: assessment of the use of automated interaction technologies in call centers |
| title_full_unstemmed | Access to information: assessment of the use of automated interaction technologies in call centers |
| title_short | Access to information: assessment of the use of automated interaction technologies in call centers |
| title_sort | access to information assessment of the use of automated interaction technologies in call centers |
| topic | Access to information call centers information technology and communication automated interaction managerial assessment evaluation. |
| url | http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-75902011000100004&lng=en&nrm=iso&tlng=en |
| work_keys_str_mv | AT fernandodesouzameirelles accesstoinformationassessmentoftheuseofautomatedinteractiontechnologiesincallcenters AT nelsonlernerbarth accesstoinformationassessmentoftheuseofautomatedinteractiontechnologiesincallcenters |