Perspectiva del servicio al cliente conforme las compañías de telecomunicaciones en Tegucigalpa
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Date
2025-06-04
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
Este documento profundiza el área de atención al cliente de las empresas de telecomunicaciones, ubicadas en Tegucigalpa MDC, y toma como base de análisis fundamentalmente, atributos clave para que un área de atención al cliente tenga un alto desempeño, la medición constante a través de tecnologías de información, datos (KPIS). la gestión de dichos resultados, la estructura de un área formal de atención al cliente, la visión y el propósito de un área de atención al cliente. ¿Cómo aprovecharían las empresas los datos que ofrecen los sistemas de información tecnológica y cómo crearán un proceso de mejora continua para alcanzar un alto rendimiento, si los datos previstos se utilizarían para evaluar cambios y capacitación? Este análisis tiene como objetivo proporcionar una visión más amplia sobre cómo crear un elemento de diferenciación entre los competidores.
This document deepens the customer service area of telecommunications companies, located in Tegucigalpa MDC, and takes as a base for analysis essentially, key attributes for a customer service area to have a high performance, the constant measurement through information, data technologies, (KPIS) the management of the said results, structure of a formal costumer service area, the vision, and the purpose of a customer service area. How would the companies take advantage of the data offered by the technology information systems, and how will they create a continuous improvement process to reach high performance, if the intended data would be used to evaluate changes, training. This analysis is intended to provide a greater vision on how to create an element of difference between competitors.
This document deepens the customer service area of telecommunications companies, located in Tegucigalpa MDC, and takes as a base for analysis essentially, key attributes for a customer service area to have a high performance, the constant measurement through information, data technologies, (KPIS) the management of the said results, structure of a formal costumer service area, the vision, and the purpose of a customer service area. How would the companies take advantage of the data offered by the technology information systems, and how will they create a continuous improvement process to reach high performance, if the intended data would be used to evaluate changes, training. This analysis is intended to provide a greater vision on how to create an element of difference between competitors.
Keywords
KPIS, Diferenciación, Medición, Indicadores