Atas I Congresso de História Contemporanea

Organizado por : Rede de História Contemporânea ; Instituto de História Contemporânea Faculdade de Ciências Sociais e Humanas da Universidade Nova de Lisboa –IHC; Centro de Estudos Interdisciplinares do Século XX da Universidade de Coimbra - CEIS20

Nós callcentristas somos o novo proletariado. Identidades e resistências do trabalho em call center

Dissertação de mestrado em Antropologia - Direitos Humanos e Movimentos Sociais

How to reduce the causes of call center contact by implementing web self-service at Sonae MC?

This project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.