Performance no atendimento com autosserviços: o caso da operadora beta

Abstract

This work addresses the topic of service automation, aiming at performance in attendance with results. The objective is to develop indicators to provide support for decision making in process automation and standardization. The work was developed through a case study about a real company and based on bibliographical research on scientifically recognized bases. The research evaluated the fundamentals to reach these results, going through the principles from the organizational culture and a pluralized strategic vision in the organization until the result in the final customer service. Also presenting the fundamentals of customer service, automation in service and self-services. The main results show that the automation in the service has a great index of adhesion by the clients and the attendances realized of automated way has a high level of customer satisfaction.