Tecnologia no planejamento do Call Center : utilização do WFM NICE no dimensionamento de escalas de trabalho numa empresa de telemarketing em Aracaju

Abstract

The objective of the study was to analyze the influence of WFM software on the maintenance costs of a customer service operation in a Call Center, located in the city of Aracaju. The theoretical framework aims to facilitate the understanding of the structure and premises necessary to design work schedules in a call center. Regarding the methodological issue, the study is classified as qualitative and exploratory in nature, whose chosen method was the case study. As a means of data collection, documents with operational results in the month of June 2024 were evaluated. The results obtained showed a significant reduction in investments necessary for the operation to operate, without compromising the level of service or meeting the demand for incoming calls, showing the positive impact of this computational tool on continuous improvement and decision-making processes. This study reveals the practicality of management based on data processed via software that significantly optimizes time and resources for the Organization.