Citas bibligráficas
Aguilar, M., Asto, J. (2020). Modelo de Inteligencia de Negocios en la empresa “Contact Center JMT” [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/655779
Aguilar, M., Asto, J. Modelo de Inteligencia de Negocios en la empresa “Contact Center JMT” [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/655779
@mastersthesis{renati/394916,
title = "Modelo de Inteligencia de Negocios en la empresa “Contact Center JMT”",
author = "Asto Vara, Juan Emilio",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
The JMT Contact Center Company is a company dedicated to the Telemarketing, Contact Center and Business Process Outsourcing business, with a presence in the markets of Europe and Latin America. It is a company in constant growth and today, despite being in the middle of a Pandemic, it has had the challenge of facing a demand for growth in service positions. In recent years, the company has had to face certain financial challenges related to planned costs and operating costs, in such a way that its profitability as a business has been impacted, adding new regulations and the effect of the pandemic at the global. The main objective of this thesis is to propose a business intelligence model for JMT Contact Center in order to reduce the operational costs of the organization by improving the quality of information used in the operations planning processes, directed dialing and categorization of user profiles; for which the context is analyzed, objectives are set and the business intelligence strategy is aligned with existing processes. The proposal of this business intelligence model focuses especially on the effective use of Business Intelligence tools to achieve an optimization of resources and costs in the operation of the Outbound campaigns of the Call Center, in such a way that they become profitable and avoid losses to the organization.
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