As práticas comunicacionais do pós-venda: o SAC na era das redes sociais on-line

Estudo sobre as práticas comunicacionais da área de pós-vendas nas redes sociais on-line, com relação ao atendimento das empresas e os canais por elas disponibilizados para interação com o consumidor. Dentre as etapas, realizou-se uma análise sobre os hábitos dos consumidores de realizar buscas nas redes socais on-line; com o intuito de chamar a atenção das empresas sobre problemas de pós-venda nestes canais (reclamações, dúvidas técnicas, sugestões etc.). O objetivo principal foi elaborar de forma cronológica e estruturada a práticas de comunicação no pós-venda por meio dos diversos canais do SAC; resgatando as fases evolutivas do SAC, a lei de proteção do consumidor, desde a era analógica (sem acesso à internet e espontânea), até a chegada das redes sociais on-line. Para tal estudo foram realizados: levantamento bibliográfico, exploratório e documental sobre a área de pós-venda, marketing de relacionamento e de resultados de pesquisas sobre os hábitos dos consumidores conectados à internet; apresentação de casos que exemplificam as práticas comunicacionais do mercado; entrevista aplicada com oito especialistas do mercado; e formulário eletrônico aplicado com gestores das centrais de atendimento. Com todas essas análises, foi possível traçar um diagnóstico sobre a realidade atual da área de atendimento ao cliente das empresas selecionadas, nas redes sociais on-line, além de reforçar sensivelmente a ideia do consumidor produtor de conteúdo (prosumer) e a mudança no fluxo comunicacional consumidor versus empresa.

Analysis of the C-SOSI Instrument in a 9-1-1 Telecommunicator Population

Thesis (Master's)--University of Washington, 2016-08

Overqualification: Consequências no engagement e na satisfação laboral

Dissertação de Mestrado apresentada no ISPA - Instituto Universitário

Lo que los trabajadores quieren vs. lo que las empresas necesitan. Implementación de las anclas de carrera de Edgar Schein en un contact centre

El compromiso laboral entre los trabajadores y las organizaciones es uno de los activos con mayor poder explicativo para consolidar un alto desempeño e incrementar la productividad. Para lograr eso es fundamental conocer cuáles son las vocaciones de los trabajadores actuales y futuros y de qué manera estas motivaciones de carrera encuentran articulación con la misión y la visión de la compañía. El problema es que las empresas fallan sistemáticamente en este proceso. El modelo de anclas de carrera (ac) de Edgar Schein es una metodología que permite conocer cuáles son las motivaciones de carrera de los individuos. Este documento tiene como propósito establecer un vínculo entre las ac y los procesos de selección, vinculación, y retención del capital humano en un contact centre que se desempeña en Bogotá, Colombia. Para alcanzar este propósito, se implementó el modelo de ac en una muestra de 116 trabajadores del área de gestión de esta compañía. El informe presenta el análisis de resultados y las propuestas sugeridas por los autores a la gerencia de la compañía.

METRÓPOLE E ALIENAÇÃO - AS CONTRADIÇÕES ENTRE RIQUEZA TÉCNICA E POBREZA SOCIAL PRODUZIDAS PELA LOCALIZAÇÃO DAS EMPRESAS DE TELEMARKETING NA CIDADE DE SÃO PAULO

O objetivo central desse artigo é analisar a territorialidade das empresas de telemarketing na cidade de São Paulo. Buscamos comprovar a hipótese de que há um processo complexo de alienação, em relação ao trabalho e à própria cidade, especialmente vinculado à atividade dos trabalhadores nos call centers. O controle, a rigidez em relação ao cumprimento de metas, a falta de interação entre os colegas de trabalho e o não reconhecimento na profissão são elementos que contribuem para confirmar parte desse processo de alienação. Por outro lado, as dificuldades em relação à circulação na cidade, a distância e o tempo excessivo das viagens entre o local de moradia e o de trabalho, assim como o não estabelecimento de vínculos com o bairro onde as empresas se situam, indicam elementos que justificam um processo de não pertencimento, de estranhamento em relação à cidade. Do mesmo modo, o uso, pelas empresas de telemarketing, da infra-estrutura presente na metrópole, das relações de proximidade com outras empresas, de uma mão-de-obra relativamente qualificada e barata, expõe essas cidades às contradições entre uma riqueza técnica e uma pobreza social. Tal pobreza é decorrente do ônus pago pelos trabalhadores que não têm acesso às virtudes das inovações presentes em áreas selecionadas da metrópole.

Study protocol of the YOU CALL - WE CALL TRIAL: Impact of a multimodal support intervention after a "mild" stroke

Background More than 60% of new strokes each year are "mild" in severity and this proportion is expected to rise in the years to come. Within our current health care system those with "mild" stroke are typically discharged home within days, without further referral to health or rehabilitation services other than advice to see their family physician. Those with mild stroke often have limited access to support from health professionals with stroke-specific knowledge who would typically provide critical information on topics such as secondary stroke prevention, community reintegration, medication counselling and problem solving with regard to specific concerns that arise. Isolation and lack of knowledge may lead to a worsening of health problems including stroke recurrence and unnecessary and costly health care utilization. The purpose of this study is to assess the effectiveness, for individuals who experience a first "mild" stroke, of a sustainable, low cost, multimodal support intervention (comprising information, education and telephone support) - "WE CALL" compared to a passive intervention (providing the name and phone number of a resource person available if they feel the need to) - "YOU CALL", on two primary outcomes: unplanned-use of health services for negative events and quality of life. Method/Design We will recruit 384 adults who meet inclusion criteria for a first mild stroke across six Canadian sites. Baseline measures will be taken within the first month after stroke onset. Participants will be stratified according to comorbidity level and randomised to one of two groups: YOU CALL or WE CALL. Both interventions will be offered over a six months period. Primary outcomes include unplanned use of heath services for negative event (frequency calendar) and quality of life (EQ-5D and Quality of Life Index). Secondary outcomes include participation level (LIFE-H), depression (Beck Depression Inventory II) and use of health services for health promotion or prevention (frequency calendar). Blind assessors will gather data at mid-intervention, end of intervention and one year follow up. Discussion If effective, this multimodal intervention could be delivered in both urban and rural environments. For example, existing infrastructure such as regional stroke centers and existing secondary stroke prevention clinics, make this intervention, if effective, deliverable and sustainable.

Do outro lado da linha: impacto dos horários de trabalho de trabalhadores de call center nas necessidades de recuperação – engagement e esforço compensatório

Dissertação apresentada ao Instituto Politécnico do Porto para obtenção do Grau de Mestre em Gestão das Organizações, Ramo Gestão de Empresas Orientada por: Profª Doutora Maria Alexandra Pacheco Ribeiro da Costa Esta dissertação inclui as críticas e sugestões feitas pelo Júri.

Call for uniform neuropsychological assessment after aneurysmal subarachnoid hemorrhage: Swiss recommendations.

BACKGROUND In a high proportion of patients with favorable outcome after aneurysmal subarachnoid hemorrhage (aSAH), neuropsychological deficits, depression, anxiety, and fatigue are responsible for the inability to return to their regular premorbid life and pursue their professional careers. These problems often remain unrecognized, as no recommendations concerning a standardized comprehensive assessment have yet found entry into clinical routines. METHODS To establish a nationwide standard concerning a comprehensive assessment after aSAH, representatives of all neuropsychological and neurosurgical departments of those eight Swiss centers treating acute aSAH have agreed on a common protocol. In addition, a battery of questionnaires and neuropsychological tests was selected, optimally suited to the deficits found most prevalent in aSAH patients that was available in different languages and standardized. RESULTS We propose a baseline inpatient neuropsychological screening using the Montreal Cognitive Assessment (MoCA) between days 14 and 28 after aSAH. In an outpatient setting at 3 and 12 months after bleeding, we recommend a neuropsychological examination, testing all relevant domains including attention, speed of information processing, executive functions, verbal and visual learning/memory, language, visuo-perceptual abilities, and premorbid intelligence. In addition, a detailed assessment capturing anxiety, depression, fatigue, symptoms of frontal lobe affection, and quality of life should be performed. CONCLUSIONS This standardized neuropsychological assessment will lead to a more comprehensive assessment of the patient, facilitate the detection and subsequent treatment of previously unrecognized but relevant impairments, and help to determine the incidence, characteristics, modifiable risk factors, and the clinical course of these impairments after aSAH.

Immunization of adults : a call to action.

Mode of access: Internet.

An investigation of differences in crash characteristics between males and females involved in a fatigue-related crash or close call event

There is consensus among community and road safety agencies that driver fatigue is a major road safety issue and it is well known that excessive fatigue is linked with an increased risk of a motor vehicle crash. Previous research has implicated a wide variety of factors involved in fatigue-related crashes and the effects of these various factors in regard to crash risk can be interpreted as causal (i.e. alcohol and/or drugs may induce fatigue states) or additive (e.g. where a lack of sleep is combined with alcohol). As such, the purpose of this investigation was to examine self-report data to determine whether there are any differences in the prevalence, crash characteristics, and travel patterns of males and females involved in a fatigue-related crash or close call event. Such research is important to understand how fatigue related incidents occur within the typical driving patterns of men and women and it provides a starting point in order to explore if males and females experience and understand the risk of diving when tired in the same way. A representative sample of (N = 1,600) residents living in the Australian Capital Territory (ACT) and New South Wales (NSW), Australia, were surveyed regarding their experience of fatigue and their involvement in fatigue-related crashes and close call incidents. Results revealed that over 35% of participants reported having had a close call or crash due to driving when tired in the five years prior to the study being conducted. In addition, the results obtained revealed a number of interesting characteristics that provide preliminary evidence that gender differences do exist when examining the prevalence, crash characteristics, and travel patterns of males and females involved in a fatigue-related crash or close call event. It is argued that the results obtained can provide particularly useful information for the refinement and further development of appropriate countermeasures that better target this complex issue.