Repositorio Institucional Universidad EAFIT ::Examinando por Materia "Contact Centers"

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Metodología para optimizar la productividad en un centro de contacto
(Universidad EAFIT, 2025) López Gutiérrez, Valentina; Villada Mosquera, Alejandro; Garzon Lasso, Fernando Alexander; Giraldo Hernández, Gina María
Contact centers constantly face productivity challenges due to high staff turnover, absenteeism, and difficulties in forecasting operational demand. This study proposes a methodology to optimize productivity in such environments by integrating workforce management, human resources, and training variables. Through internal data analysis and the application of predictive models based on artificial intelligence, a successful advisor profile was identified, enabling the anticipation of turnover patterns and the improvement of recruitment and retention processes. As a result, the Dominó model was developed—an AI tool that classifies advisors according to their profitability, performance, and tenure—supporting strategic decisions to strengthen the contact center's operational chain.
Plan de mercadeo para la empresa Wolkvox con enfoque en México
(Universidad EAFIT, 2024) Escandón Álvarez, Adriana Carolina; Echeverri Echeverri, Jhony Alfredo; Tamayo Bustamante, Jairo Alejandro