Acesso à Informação: Avaliação do Uso de Tecnologias De Interação Automática em Call Centers

Nelson Lerner Barth and Fernando de Souza Meirelles

RAE - Revista de Administração de Empresas, 2011, vol. 51, issue 1

Abstract: 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 references 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.

Date: 2011
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