Centro de Documentación de Fundación MAPFRE - Are you listening to your call center? : operations practice

MAP20100028568

Are you listening to your call center? : operations practice / Raffaella Bianchi and Mauricio Janauskas

Sumario: Supposedly low-value calls may convey important information. Mining their content can help companies diagnose problems and make lasting business improvements

En: The McKinsey Quartely. - April 2010 ; 3 p

1. Centros de atención telefónica . 2. Diagnóstico . 3. Empresas . 4. Atención al cliente . 5. Satisfacción del cliente . 6. Análisis estratégico . 7. Mejora continua . 8. Estados Unidos . I. Janauskas, Mauricio . II. McKinsey & Company . III. Título.