Teletrabalho como fator de Inclusão social e digital em empresas de call center/contact center

O teletrabalho é uma realidade cada vez mais presente nos países desenvolvidos, tendo sido experimentado por diferentes tipos de empresas. Esta pesquisa teve como objetivo compreender como e por que as empresas de call center e contact center utilizam o teletrabalho na prestação de serviços. As quatro empresas abordadas representam 92% do universo de empresas prestadoras desse serviço no Brasil, por meio de teletrabalhadores residenciais. Utilizou-se o método de pesquisa quali-quanti, com a combinação do método de estudo de caso e o método survey. As conclusões da pesquisa revelaram que o teletrabalho residencial tem sido utilizado com muito equilíbrio. As razões do uso desta modalidade foram: redução de custos; aumento da produtividade; melhoria da qualidade de atendimento aos clientes; possibilidade de oferecer melhor qualidade de vida aos teletrabalhadores residenciais e portadores de deficiência, proporcionando-lhes oportunidades de empregos com inclusão social e digital.

Linha ocupada, cliente livre!: um estudo sobre contact centers e fidelidade dos clientes de operadoras de telefonia celular

O presente estudo trata da influência do Contact Center na interação de clientes e empresas de telefonia celular e a resultante fidelização desses clientes. A interação entre os clientes e as empresas, quando bem gerenciada, pode ser um diferencial competitivo relevante, num mundo em que as inovações e sua disseminação ocorrem muito rapidamente. Ao contrário, um relacionamento mal gerenciado pode levar à infidelidade dos clientes e à conseqüente troca de fornecedor. Para avaliar a satisfação dos clientes sobre a sua interação com as empresas foi realizado um survey, enviando-se e-mails para usuários residentes no Estado de São Paulo e recebendo-se suas respostas por meio de um endereço na Web. Para a análise do tema, foram utilizadas as teorias de Marketing de Serviços, Marketing de Relacionamento e de Orientação ao Mercado, bem como estudos relacionados aos Contact Centers (ou call centers) e fidelidade. Esta pesquisa contempla três áreas principais: Orientação ao Mercado da empresa; qualidade dos serviços do Contact Center; e fidelidade do cliente. Para a análise dos dados que compõem o escopo desta pesquisa, foram aplicadas técnicas estatísticas de Análise Fatorial e de Análise de Conglomerados (ou Clusters). Além disso, foi realizada uma análise comparativa de fidelidade às principais operadoras e uma simulação para se estimarem as potenciais perdas de clientes. Os resultados apontam para uma grande insatisfação dos clientes com empresas de telefonia celular e com o atendimento em aspectos que lhe são mais urgentes, como o atendimento às suas necessidades e a eficiência do Contact Center. E também assinalam uma forte tendência à infidelidade. Com a vinda da portabilidade do número do celular a partir de 2009, que permite que o usuário mantenha seu número mesmo trocando de operadora, o risco é ainda maior. Neste caso, os resultados mostram que 64% dos clientes declaram sua infidelidade à operadora atual. A relevância deste estudo para as organizações é que o mesmo apresenta uma perspectiva sobre o Contact Center, como ponto de relacionamento e incremento da satisfação do cliente, bem como de um diferencial competitivo que, aparentemente, vem sendo pouco prestigiado pelos profissionais de marketing.

Whole-body cortisol increases after direct and visual contact with a predator in zebrafish, Danio rerio

Ornamental fish may be severely affected by a stressful environment. Stressors impair the immune response, reproduction and growth rate; thus, the identification of possible stressors will aid to improve the overall quality of ornamental fish. The aim of this study was to determine whole-body cortisol of adult zebrafish, Danio rerio, following visual or direct contact with a predator species. Zebrafish were distributed in three groups: the first group, which consisted of zebrafish reared completely isolated of the predator, was considered the negative control; the second group, in which the predator, Parachromis managuensis was stocked together with zebrafish, was considered the positive control; the third group consisted of zebrafish stocked in a glass aquarium, with direct visual contact with the predator. The mean whole-body cortisol concentration in zebrafish from the negative control was 6.78 +/- 1.12 ng g(-1), a concentration statistically lower than that found in zebrafish having visual contact with the predator (9.26 +/- 0.88 ng g(-1)) which, in turn, was statistically lower than the mean whole-body cortisol of the positive control group (12.35 +/- 1.59 ng g(-1)). The higher whole-body cortisol concentration found in fish from the positive control can be attributed to the detection, by the zebrafish, of relevant risk situations that may involve a combination of chemical, olfactory and visual cues. One of the functions of elevated cortisol is to mobilize energy from body resources to cope with stress. The elevation of whole-body cortisol in fish subjected to visual contact with the predator involves only the visual cue in the recognition of predation risk. We hypothesized that the zebrafish could recognize predator characteristics in P managuensis, such as length, shape, color and behavior. Nonetheless, the elevation of whole-body cortisol in zebrafish suggested that the visual contact of the predator may elicit a stress response in prey fish. This assertion has a strong practical application concerning the species distribution in ornamental fish markets in which prey species should not be allowed to see predator species. Minimizing visual contact between prey and predator fish may improve the quality, viability and welfare of small fish in ornamental fish markets. (c) 2007 Elsevier B.V. All rights reserved.

Effects of plant densities and management of purple nutsedge on sugarcane yield and effect of growth stages and main way of herbicides contact and absorption on the control of tubers

Field experiments carried out with Cyperus rotundus L. at low (58-246), medium (318773), and high (675-1198 shoots/m(2)) densities showed sugarcane yield reductions of 13.5, 29.3, and 45.2%, respectively in relation to the control. In the second field experiment, the integration of a mechanic method with two sequences of plowing and disking operations in the dry season, and complementary applications of trifloxysulfuron-sodium + ametrine and sulfentrazone (rainy season) was studied. Average of the chain connected to original shoot showed 92, 95, and 65% of reduction with trifloxysulfuron-sodium + ametrine and surfactant, at the application stages early, preflowering, and full flowering, respectively.

Prevention of Salmonella infection by contact using intestinal flora of adult birds and/or a mixture of organic acids

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Experimental infection of Newcastle disease virus in pigeons (Columba livia): Humoral antibody response, contact transmission and viral genome shedding

The aim of this study was to evaluate the humoral antibody response, the genome viral excretion and the contact transmission of pathogenic chicken origin Newcastle disease virus (NDV) from experimentally infected pigeons (Columba livia) to in-contact pigeon. The antibody response to infection was assessed by the hemagglutination inhibition (HI) test and the genome viral excretion was detected by RT-PCR. Viral strain induced high antibody levels, both in inoculated and in sentinel birds. The pathogenic viral strain for chickens was unable to produce clinical signs of the disease in experimentally infected pigeons, although it induced the Immoral antibody response and produced NDV genome shedding. NDV genome was detected intermittently throughout the experimental period, from 5 days post-infection (dpi) to 24 dpi. Therefore, viral genome shedding occurred for 20 days. The viral genome was detected in all birds, between I I and 13 dpi. Furthermore, the high infectivity of the virus was confirmed, as all non-inoculated sentinel pigeons showed antibody levels as high as those of inoculated birds. (C) 2007 Elsevier B.V. All rights reserved.

The presence of fungi on contact electrical stimulation electrodes and ultrasound transducers in physiotherapy clinics

Objectives To evaluate the presence of fungi on contact electrodes and ultrasound transducers from physiotherapy clinics.Design Quantitative study conducted at the Laboratory of Microbiology and Immunology, Faculty of Health Sciences and Technology of Piaui - NOVAFAPI, Teresina, Brazil.Setting Sample collection was performed in 10 clinics ( 20 ultrasound transducers and 20 contact electrodes).Main outcome measures Swabs were soaked with saline solution, inoculated in culture and incubated for filamentous fungi and yeast growth.Results Fourteen taxons were identified: Acremomium hyalinulum (Sacc.), Aspergillus terreus, Candida albicans, Cladosporium cladosporioides, Cladosporium elatum, Cladosporium oxysporum, Cladosporium sphaerospermum, Cladosphialophora bantiana, Curvularia clavata, Curvularia senegalensis, Fusarium oxysporum, Penicillium decumbens, Scopulariopsis candida and Sporothrix schenckii. Aspergillus terreus, Cladosporium oxysporum, Sporothrix shenckii and Candida albicans were found most often on contact electrodes, and Penicillium decumbens and Cladosporium cladosporioides were found most often on ultrasound transducers.Conclusion Fungi were found on all of the contact electrodes and ultrasound transducers. Physiotherapy professionals need to improve the disinfection procedures for this equipment. (C) 2010 Chartered Society of Physiotherapy. Published by Elsevier Ltd. All rights reserved.

Nanohardness and contact angle of Si wafers implanted with N and C and Al alloy with N by plasma ion implantation

Surfaces of silicon wafers implanted with N and C, respectively, and aluminum 5052 implanted with N alone by plasma immersion ion implantation WHO were probed by a nanoindentor and analyzed by the contact-angle method to provide information on surface nanohardness and wettability. Silicon nitride and silicon carbide are important ceramic materials for microelectronics, especially for high-temperature applications. These compounds can be synthesized by high-dose ion implantation. The nanohardness of a silicon sample implanted with 12-keV nitrogen PIII (with 3 X 10(17) cm(-2) dose) increased by 10% compared to the unimplanted sample, in layers deeper than the regions where the formation of the Si,N, compound occurred. A factor of 2.5 increase in hardness was obtained for C-implanted Si wafer at 35 keV (with 6 X 10(17) cm(-2) dose), again deeper than the SiC-rich layer, Both compounds are in the amorphous state and their hardness is much lower than that of the crystalline compounds, which require an annealing process after ion implantation. In the same targets, the contact angle increased by 65% and 35% for N- and C-implanted samples, respectively. Compared to the Si target, the nitrogen PIII-irradiated Al 5052 (wish 15 keV) showed negligible change in its hydrophobic character after ion implantation. Its near-surface nanohardness measurement showed a slight increase for doses of 1 X 10(17) cm(-2). We have been searching for an AlN layer of the order of 1000 A thick, using such a low-energy PIII process, but oxide formation during processing has precluded its synthesis. (C) 2002 Elsevier B.V. B.V. All rights reserved.

A experiência de depressão na contemporaneidade: uma compreensão fenomenológico-existencial

The depression is one of the most common forms of getting ill nowaday. Due to the increase in incidence of depression cases registered worldwide, this theme has been the subject of important studies, especially regarding the symptomatological description and biological etiology of the disease. This research had the objective to understand the unique experience of depression experienced by people who recognize themselves in depression, under the focus of existential phenomenology of Martin Heidegger. To reach the proposed objective, individuals narratives interviews were conducted with four participants, starting from the triggering question, "from your experience, how is for you to being depressed?". The survey revealed that depression affects the whole person and is related to stressful life contexts. Depression was narrated as an experience of disempowerment and lack of self esteem and personal worth. The collaborators of the research referred to the depression from sad, angry, bored and pessimistic mood. The time is experienced as a restriction to the projective opening towards the possibilities of being in which the future is seen as catastrophic and the past lived as debt and guilt. The corporeality, in depression is experienced through the weight, fatigue and pains for no reason. The space is lived from the notion of fall and collapse. We also realized the desire for isolation and avoidance of social contact. Suicide is desired and represents the end of the suffering in life. The depression has proved, still, very stigmatized, because it is discredited and misunderstood. The stigma also addressed to the experience of hospitalization and the unsuitability to the socially imposed standards of beauty, which generates enough suffering to the depressed person. The medication was described based on its positive effects, as a balance and suffering reducer, but also as a producer of dependence. Were also identified according to the collaborators, traces of selfdemand, ordenality and being-for-others, characteristic of typus melancholicus. This study contributes to an understanding of the depression that goes beyond the merely biological perspective and symptomatology of the pathology. The investigation of the depressive experience, through the lens of Heidegger's phenomenology, showed us the phenomenon of the depression in their singularity, complexity and multiple meanings, showing the close relationship between the formation of the depression and the context of personal and social life of the participants

Sistemas de dunas do parque das Dunas e Barreiras do Inferno/Natal (RN: levantamento geológico /geofísico, elaboração do modelo deterministico e avaliação da vulnerabilidade/suscetibilidade

The current work was developed on the dune systems of the Parque das Dunas and Barreira do Inferno. These places are located in the cities of Natal and Parnamirim (RN, Brazil), respectively. This project has the purpose of developing the deterministic model on a specific blowout at Parque das Dunas, based in the geophysical interpretations of the lines gotten with the Ground Penetration Radar and the planialtimetric acquisitions of the topographical surface of the land. Also analyses of the vulnerability/susceptibility of these dune systems had been done in relation to the human pressures. To develop its deterministic model, it is necessary to acquire inner and outer geometries of the cited blowout. In order to depict inner geometries underneath the surface are used the GPR observing the altimetric control for topographical correction of the GPR lines. As for the outer geometries, the geodesic GPS gives us the planialtimetric points (x, y and z points) with milimetric precision, resulting in high-resolution surfaces. Using interpolation methods of the planialtimetric points was possible create Digital Elevations Models (DEM´s) of these surfaces. As a result, 1,161.4 meters of GPR lines were acquired on the blowout at the Parque das Dunas and 3,735.27 meters on the blowout at the Barreira do Inferno. These lines had been acquired with a 200 MHz antenna, except the 7 and 8 lines, for which we had been used a 100 MHz antenna. The gotten data had been processed and interpreted, being possible to identify boundary surfaces of first, second and third order. The first order boundary surface is related with the contact of the rocks of the Barreiras Group with the aeolian deposits. These deposits had been divided in two groups (Group 1 and Group 2) which are related with the geometry of stratum and the dip of its stratifications. Group 1 presented stratum of sigmoidal and irregular geometries and involved bodies where the reflectors had presented dips that had varied of 20 to the 28 degrees for the Parque das Dunas blowout and of 22 to the 29 degrees for the Barreira do Inferno blowout. Usually, it was limited in the base for the first order surface and in the top for the second order surface. Group 2 presented stratum of trough, wedge or lens geometries, limited in the base for the second order vi surface, where the corresponding deposits had more shown smoothed reflectors or with dips of low angle. The Deterministic and Digital Elevation Models had been developed from the integration and interpretation of the 2D data with the GOCAD® program. In Digital Elevations Models it was possible to see, for the localities, corridor or trough-shaped blowouts. In Deterministic Model it was possible to see first and second order boundary surfaces. For the vulnerability/susceptibility of the dune systems it was applied the methodology proposal by Boderè al (1991); however the same one did not show adequate because it evaluates actual coastal dunes. Actual coastal dunes are dunes that are presented in balance with the current environmental conditions. Therefore, a new methodology was proposal which characterizes the supplying and activity sedimentary, as well as the human pressures. For the methodology developed in this work, both the localities had presented a good management. The Parque das Dunas was characterized as a relic dune system and the Barreira do Inferno was characterized as a palimpsestic dune system. Also two Thematic Maps had been elaborated for the environmental characterization of the studied dune systems, with software ArcGis 8.3, and its respective data bases

Effect of grape pre-drying and static pomace contact on physicochemical properties and sensory acceptance of Brazilian (Bordo and Isabel) red wines

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Finiteness theorem for topological contact equivalence of map germs

Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq)

Evaluation of thermal compatibility between core and veneer dental ceramics using shear bond strength test and contact angle measurement

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)