Development and application of a model that allows improving the quality of services in the Call Center located in the Holguín Territorial Division based on the information obtained from the customer experience
Keywords:
Modelo, Experiencia de Usuario, Clientes, Indicadores para la medición de la experiencia del usuarioAbstract
This research objective is to create a management model for internal CC services that involve customer experience, allowing us to achieve a superior stage regarding quality and satisfaction of customers who use CC services. Through the 6-stage of research and with the selection of qualitative, quantitative and metric indicators; the customer experience management model was partially designed and validated, whose main results were as follows: the most affected qualitative indicators according to the applied model were agility, security, reliability and precision; the quantitative indicators that did not meet the proposed goals defined were escalation precision and compliance precision, both, specifically, in service 113, the affected metric was the global customer satisfaction.
