CRM e call centers: customer relationship management e sistemas de informação em call centers

O CRM é não só uma disciplina mas também um conjunto de soluções de software e tecnologias focalizadas na automação e melhoria dos processos de gestão associados a relações com os clientes existentes não só na área comercial como também no marketing, apoio ao cliente e serviço pós-venda. As aplicações de CRM não facilitam apenas as interacções entre os diversos departamentos da mesma empresa (vendas, marketing, apoio ao cliente e serviço pós-venda) mas, também permite a coordenação de múltiplos canais de comunicação com o cliente – contacto directo, call center e Internet – para que as organizações possam gerir melhor os canais de comunicação mais adequados a cada cliente.

The relationship of cardiorespiratory fitness, birth weight and parental BMI on adolescents’ obesity status

The aims of this study were as follows: (1) to analyze differences in cardiorespiratory fitness (CRF), parents' body mass index (BMI) and birth weight (BW) between non-overweight (NOW) and overweight/obese (OV/OB) adolescents, and (2) to investigate the association of those variables with the risk of their biological offspring being OV/OB. This study comprised 788 adolescents (477 girls and 311 boys), aged between 12 and 18 years. CRF was predicted by maximal multistage 20-m shuttle-run test according to the procedures described in FITNESSGRAM. Children's BMI was classified according to the International Obesity Task Force. Adolescents' BW was assessed from each child's pediatric record at birth. Parents' OV/OB status was defined and classified according to the World Health Organization. Socioeconomic status was defined by parental education. The prevalence OV/OB was 21.4 and 5.3%, respectively, and there were no gender differences. The OV/OB adolescents (girls and boys) had significantly (P

HAND-FOOT-AND-MOUTH DISEASE EPIDEMIOLOGICAL STATUS AND RELATIONSHIP WITH METEOROLOGICAL VARIABLES IN GUANGZHOU, SOUTHERN CHINA, 2008-2012

Hand-foot-and-mouth disease (HFMD) is becoming one of the extremely common airborne and contact transmission diseases in Guangzhou, southern China, leading public health authorities to be concerned about its increased incidence. In this study, it was used an ecological study plus the negative binomial regression to identify the epidemic status of HFMD and its relationship with meteorological variables. During 2008-2012, a total of 173,524 HFMD confirmed cases were reported, 12 cases of death, yielding a fatality rate of 0.69 per 10,000. The annual incidence rates from 2008 to 2012 were 60.56, 132.44, 311.40, 402.76, and 468.59 (per 100,000), respectively, showing a rapid increasing trend. Each 1 °C rise in temperature corresponded to an increase of 9.47% (95% CI 9.36% to 9.58%) in the weekly number of HFMD cases, while a one hPa rise in atmospheric pressure corresponded to a decrease in the number of cases by 7.53% (95% CI -7.60% to -7.45%). Similarly, each one percent rise in relative humidity corresponded to an increase of 1.48% or 3.3%, and a one meter per hour rise in wind speed corresponded to an increase of 2.18% or 4.57%, in the weekly number of HFMD cases, depending on the variables considered in the model. These findings revealed that epidemic status of HFMD in Guangzhou is characterized by high morbidity but low fatality. Weather factors had a significant influence on the incidence of HFMD.

Guia de desenvolvimento de jogos para programadores independentes

Os vídeo jogos ou jogos de computador têm vindo a crescer na sua relação com o público ganhando terreno e credibilidade nos benefícios que os jogadores obtêm quando usam este tipo de software, indo esses benefícios para além do divertimento associado à palavra jogo no seu sentido etimológico. Nos últimos anos cada vez mais o mercado e algumas das mais reputadas instituições de ensino têm dedicado especial atenção a este tipo de software, englobando nesses estudos diversas áreas desde a engenharia à saúde, incluindo ainda, estudos de cariz psicológico e sociológico reveladores de que estas experiências de entretenimento, cada vez mais disponíveis a todos, têm influência na sua envolvente de integração e relação com outros fenómenos de cariz social. Apreciado o estado da arte esta tese tem como principal objetivo servir de guia de iniciação a individuais ou pequenas equipas da área de desenvolvimento de software no caminho para o desenvolvimento de jogos de vídeo independentes, apresentando uma análise cuidada capaz de apoiar as equipas desde o momento zero, estando o mesmo estruturado de forma a refletir o entendimento das bases teóricas em que o desenvolvimento deste tipo de software assenta, o estado da arte sobre plataformas, análise de mercado e indústria, metodologias de desenvolvimento e equipas, e ainda analisadas algumas das mais relevantes ferramentas de desenvolvimento e criação de conteúdos. Como prova de conceito e componente de caráter experimental, este trabalho compreende ainda o desenvolvimento de um jogo de vídeo guiado pelas orientações e lições apreendidas durante o processo de estudo de forma a ser representativo da aplicação dessa aprendizagem, e ainda capaz de detalhar passo a passo cada fase do processo, com o objetivo de apoiar a preparação de pessoas interessadas em iniciar a aventura de desenvolver os seus próprios jogos e quem sabe dar início aos seus próprios negócios e empresas. O jogo desenvolvido replica um recente êxito, o jogo 2048, que apesar da sua mecânica simples revela-se um excelente desafio do ponto de vista da sua implementação, bem como o processo criativo adjacente no transformar algo tão simples e experimentado numa experiência nova capaz de atrair antigos jogadores e interesse de novos. O desenvolvimento e publicação da aplicação experimental, e após análise dos dados recolhidos, mostram-se reveladores de que é de fato possível a programadores independentes entrar num mercado de alto potencial, e que adquiridas as bases de conhecimento expostas no documento estarão em condições mais favoráveis para ultrapassar algumas das mais comuns barreiras no atingir desse objetivo.

Understanding the relationship between central metabolism and virulence in the human pathogen Streptococcus pneumoniae

Dissertation presented to obtain the Ph.D. degree in Biochemistry

PATHOGENICITY OF Blastocystis sp. TO THE GASTROINTESTINAL TRACT OF MICE: RELATIONSHIP BETWEEN INOCULUM SIZE AND PERIOD OF INFECTION

The pathogenic potential of Blastocystis sp. in experimental models requires further investigation. In this work, the pathogenicity of this parasite in the gastrointestinal tract of male Swiss mice was evaluated according to the inoculum size and period of infection. Animals were infected intragastrically, with 100, 500, 1,000, 5,000 and 10,000 Blastocystis sp. vacuolar forms obtained from a mixture of eight human isolates cultured axenically in Jones' medium. After seven, 14, 21, 28 and 60 days of infection, the animals were sacrificed and fragments of the small intestine (duodenum), large intestine, and cecum were subjected to histopathological analysis. Blastocystis sp. triggered an inflammatory response in the different tissues analyzed, with a predominance of mononuclear cells. The parasite was found in the muscular layer of the cecum, showing its invasive character. Larger inocula triggered inflammatory processes earlier (seven days) than smaller ones (from 21 days). We conclude that, in the proposed model, the pathogenicity of Blastocystis sp. isolates that were studied is related to inoculum size and period of infection.

Organizational culture influence on information quality - use of business intelligence systems relationship: portuguese context

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação

Spatio-temporal analyses of the relationship between armed conflict and climate change in the eastern Africa

Dissertation submitted in partial fulfillment of the requirements for the Degree of Master of Science in Geospatial Technologies.

Business planning in nonprofit: Laying the ground for customer relationship management in Instituto de Empreendedorismo Social

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Business planning in nonprofit: laying the ground for customer relationship management in Instituto de Empreendedorismo Social

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Towards improving WEBSOM with multi-word expressions

Dissertação para obtenção do Grau de Mestre em Engenharia Informática

Isoniazid acetylating phenotype in patients with paracoccidioidomycosis and its relationship with serum sulfadoxin levels, glucose-6-phosphate dehydrogenase and glutathione reductase activities

The authors evaluated the isoniazid acetylating phenotype and measured hematocrit, hemoglobin, glucose-6-phosphate dehydrogenase and glutathione reductase activities plus serum sulfadoxin levels in 39 patients with paracoccidioidomycosis (33 males and 6 females) aged 17 to 58 years. Twenty one (53.84%) of the patients presented a slow acetylatingphenotype and 18(46.16%) a fast acetylating phenotype. Glucose-6-phosphate- dehydrogenase (G6PD) acti vity was decreased in 5(23.80%) slow acetylators and in 4(22.22%) fast acetylators. Glutathione reductase activity was decreased in 14 (66.66%) slow acetylators and in 12 (66.66%) fast acetylators. Serum levels of free and total sulfadoxin Were higher in slow acetylator (p < 0.02). Analysis of the resultspermitted us to conclude that serum sulfadoxin levels are related to the acetylatorphenotype. Furthermore, sulfadoxin levels were always above 50 µg/ml, a value considered therapeutic. Glutathione reductase deficiency observed in 66% of patients may be related to the intestinal malabsorption of nutrients, among them riboflavin, a FAD precursor vitamin, inpatients with paracoceidioidomycosis.

The impact of online brand community on electronic word-of-mouth communications

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Does brand's participation on Facebook affect its brand equity?

Tese apresentada para cumprimento dos requisitos necessários à obtenção do grau de Doutor em Ciências da Comunicação, variante Comunicação e Estratégia