Bibliographic citations
Jauregui, L., Sandon, G. (2023). Identificación de las alternativas de solución que contribuyen con la satisfacción del cliente en el Dpto. Contact Center de Luz Del Sur [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670414
Jauregui, L., Sandon, G. Identificación de las alternativas de solución que contribuyen con la satisfacción del cliente en el Dpto. Contact Center de Luz Del Sur [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670414
@misc{sunedu/3567807,
title = "Identificación de las alternativas de solución que contribuyen con la satisfacción del cliente en el Dpto. Contact Center de Luz Del Sur",
author = "Sandon Quichis, Gonzalo Miguel",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
This research describes how the main root causes affect the quality of service of the Contact Center Department of the company Luz del Sur, which results in a negative experience that directly affects the level of customer satisfaction. In this sense, the main objective of the research is to identify improvement alternatives that contribute to the level of customer satisfaction in the digital channels that correspond to the Contact Center Department. For this, the methodology to be applied will be descriptive and bibliographic with private and public information of the organization. In this sense, the implementation of a CRM software is proposed as a tool to collect, organize, and manage relevant information about their customers, such as contact information, purchase history, past interactions, and preferences.
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