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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.