sttorring

Instituto Paulista de Pesquisa e Ensino (IPEP)
Jose de Alencar
Formação e Desenvolvimento de Execultivo

Storytelling

Vania Regina (REDES)
Allan de Oliveira Ignacio (ADS)
João Carlos da Silva (ADS)
Jose luis de Oliveira (REDES)
Vanessa Correia Neri (ADS)

Campinas
2014
Vania Regina (REDES)
Allan de Oliveira Ignacio (ADS)
João Carlos da Silva (ADS)
Jose luis de Oliveira (REDES)
Vanessa Correia Neri (ADS)

Storytelling

Monografia apresentada como exigência para obtenção do grau de Tecnologia em Formação e Desenvolvimento de Execultivo da Instituto Paulista de Pesquisa e Ensino (IPEP).
Orientador: Andre Wander

Campinas
2014

ABSTRACT

Today, companies face the challenge of delivering service levels (quality indicators, agreed with the customer) consistent, whatever the location of your client or the communication medium. Moreover, increasingly, companies are focused on providing differentiated services, best quality for their consumers and thus expand the relationship with its customers by cross selling additional products or services. By working in partnership with a company specialized contact center, the company can direct its focus on acquisition, retention and growth of its customer base, without the burden of the complexities of the daily operations of a contact center strategy. Factors influencing companies worldwide to outsource their contact center operations include the following:
The growing importance of retaining and strengthening relationships with consumers for businesses;
Growing need for companies to focus on their core competencies (core competencies) rather than activities that do not generate revenue;
Rapid changes in technology that require personnel with technical expertise and continuous investment in new equipment and solutions for the contact center;
Growing need for integration and management of complex systems, incorporating a variety