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        Metodología para implementar marcos ágiles en los equipos de servicio al cliente especializados en quejas y reclamos

        Date
        2023-08-31
        Registration in:
        Torres Oviedo, J. K. (2023). Metodología para implementar marcos ágiles en los equipos de servicio al cliente especializados en quejas y reclamos [Tesis de posgrado] Universidad Santo Tomás, Bucaramanga, Colombia
        http://hdl.handle.net/11634/51963
        reponame:Repositorio Institucional Universidad Santo Tomás
        instname:Universidad Santo Tomás
        repourl:https://repository.usta.edu.co
        https://repositorioslatinoamericanos.uchile.cl/handle/2250/8680114
        Author
        Torres Oviedo, Jean Karlo
        Institutions
        • Universidad Santo Tomás (Colombia)
        Abstract
        This study addresses the challenge of implementing the agile Scrum framework in customer service teams specializing in complaints and grievances. Despite the wide acceptance of Scrum, its effective implementation in different contexts is problematic due to a lack of specific guidance. This is particularly evident in the Customer Service industry, where complex problem solving is required. Our main objective is to develop a specific methodology for implementation in these teams, to improve the customer experience and increase service efficiency. This method, called FIDel, integrates the DMAIC cycle and the agile Scrum framework, and acknowledging a Scrum INC case study, incorporating Lean elements and the Pareto principle. Preliminary results indicate that the FIDel methodology can improve customer satisfaction, the ability to resolve more requests and team motivation, while avoiding ScrumButs. However, it underlines the need for these methodologies to be scalable, structured, and aligned with the principles and values of the agile manifesto. It is hoped that this work will contribute to the improvement of Scrum adoption in contact centers, significantly improving the customer experience, and strengthening the position of agile frameworks in the customer service industry.
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        Red de Repositorios Latinoamericanos
        + of 8.000.000
        Available publications
        500 Participating institutions
        Dirección de Servicios de Información y Bibliotecas (SISIB)
        Universidad de Chile
        Membership Login
        Featured collections
        • Latin American Theses
        • Argentinean Theses
        • Chilean Theses
        • Peruvian Theses
        Latest collections added
        • Argentina
        • Brazil
        • Colombia
        • México
        Dirección de Servicios de Información y Bibliotecas (SISIB)
        Universidad de Chile
        Red de Repositorios Latinoamericanos | 2006-2018