Author(s)

A. P. G. Serra & M. Martucci Júnior

Abstract

Call centers have experienced a great evolution in the last years due to technological advances in telephony and computing areas, and the creation of equipment and software that modernize and facilitate the interaction between the customer and the call center. On the other hand, the technological advances in telephony and computing alone are not enough to satisfy the customer in relation to the services offered to the companies. In order to obtain customer satisfaction and loyalty, it is necessary to implement the CRM (Customer Relationship Management) concept, which aims at supporting, knowing and customizing the efficiency of the relationship between customers a

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