Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI
Teleperformance was founded in 1978 in France, it is a multinational company that offers a wide variety of services in customer service, telemarketing, manages customer relationships (CRM), moderates content and communication (Who we are?, 2024). Its headquarters are in Paris, where the company has...
- Autores:
-
Fandiño Mendoza, Desiret Isabel
Beltrán Ordoñez, Sebastián Alberto
Martinez Zapata, Andres Felipe
Gonzalez Leon, María Camila
Bedoya Valencia, Julio Cesar
- Tipo de recurso:
- Tesis
- Fecha de publicación:
- 2024
- Institución:
- Universidad ICESI
- Repositorio:
- Repositorio ICESI
- Idioma:
- spa
- OAI Identifier:
- oai:repository.icesi.edu.co:10906/130207
- Acceso en línea:
- https://hdl.handle.net/10906/130207
https://biblioteca2.icesi.edu.co/cgi-olib/?oid=363937
- Palabra clave:
- Atención al Cliente
Telemarketing
CRM
Moderación de Contenido
Comunicación
Tecnología e Innovación
Responsabilidad Social Corporativa
Workforce Management (WFM)
Business Process Outsourcing (BPO)
Shrinkage
Dashboard
Productividad
Eficiencia Operativa
Satisfacción del Cliente
Tesis Especialización en Analítica aplicada a los negocios
Customer Service
Telemarketing
CRM
Content Moderation
Communication
Technology and Innovation
Corporate Social Responsibility
Workforce Management (WFM)
Business Process Outsourcing (BPO)
Shrinkage
Dashboard
Productivity
Operational Efficiency
Customer Satisfaction
- Rights
- openAccess
- License
- http://creativecommons.org/licenses/by-nc-nd/4.0/
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| dc.title.spa.fl_str_mv |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| title |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| spellingShingle |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI Atención al Cliente Telemarketing CRM Moderación de Contenido Comunicación Tecnología e Innovación Responsabilidad Social Corporativa Workforce Management (WFM) Business Process Outsourcing (BPO) Shrinkage Dashboard Productividad Eficiencia Operativa Satisfacción del Cliente Tesis Especialización en Analítica aplicada a los negocios Customer Service Telemarketing CRM Content Moderation Communication Technology and Innovation Corporate Social Responsibility Workforce Management (WFM) Business Process Outsourcing (BPO) Shrinkage Dashboard Productivity Operational Efficiency Customer Satisfaction |
| title_short |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| title_full |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| title_fullStr |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| title_full_unstemmed |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| title_sort |
Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BI |
| dc.creator.fl_str_mv |
Fandiño Mendoza, Desiret Isabel Beltrán Ordoñez, Sebastián Alberto Martinez Zapata, Andres Felipe Gonzalez Leon, María Camila Bedoya Valencia, Julio Cesar |
| dc.contributor.advisor.none.fl_str_mv |
Sánchez, Natalia |
| dc.contributor.author.none.fl_str_mv |
Fandiño Mendoza, Desiret Isabel Beltrán Ordoñez, Sebastián Alberto Martinez Zapata, Andres Felipe Gonzalez Leon, María Camila Bedoya Valencia, Julio Cesar |
| dc.subject.proposal.spa.fl_str_mv |
Atención al Cliente Telemarketing CRM Moderación de Contenido Comunicación Tecnología e Innovación Responsabilidad Social Corporativa Workforce Management (WFM) Business Process Outsourcing (BPO) Shrinkage Dashboard Productividad Eficiencia Operativa Satisfacción del Cliente Tesis Especialización en Analítica aplicada a los negocios |
| topic |
Atención al Cliente Telemarketing CRM Moderación de Contenido Comunicación Tecnología e Innovación Responsabilidad Social Corporativa Workforce Management (WFM) Business Process Outsourcing (BPO) Shrinkage Dashboard Productividad Eficiencia Operativa Satisfacción del Cliente Tesis Especialización en Analítica aplicada a los negocios Customer Service Telemarketing CRM Content Moderation Communication Technology and Innovation Corporate Social Responsibility Workforce Management (WFM) Business Process Outsourcing (BPO) Shrinkage Dashboard Productivity Operational Efficiency Customer Satisfaction |
| dc.subject.proposal.eng.fl_str_mv |
Customer Service Telemarketing CRM Content Moderation Communication Technology and Innovation Corporate Social Responsibility Workforce Management (WFM) Business Process Outsourcing (BPO) Shrinkage Dashboard Productivity Operational Efficiency Customer Satisfaction |
| description |
Teleperformance was founded in 1978 in France, it is a multinational company that offers a wide variety of services in customer service, telemarketing, manages customer relationships (CRM), moderates content and communication (Who we are?, 2024). Its headquarters are in Paris, where the company has a presence in more than 80 countries and has more than 350,000 people, serving a wide variety of industries such as technology, telecommunications, banking, retail and healthcare. The company highlights its commitment to technology and innovation, relying on artificial intelligence, machine learning and data analysis to catapult its services and customer experience. The main services offered by the company are as follows: • Customer Service: Provides support via telephone, email, chat and social networks. |
| publishDate |
2024 |
| dc.date.issued.none.fl_str_mv |
2024-06-28 |
| dc.date.accessioned.none.fl_str_mv |
2025-03-18T15:26:05Z |
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2025-03-18T15:26:05Z |
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thesis |
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http://purl.org/coar/resource_type/c_46ec |
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Tesis de maestría |
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info:eu-repo/semantics/publishedVersion |
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http://purl.org/coar/version/c_970fb48d4fbd8a85 |
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info:eu-repo/semantics/masterThesis |
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http://purl.org/coar/resource_type/c_46ec |
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publishedVersion |
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https://hdl.handle.net/10906/130207 |
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https://biblioteca2.icesi.edu.co/cgi-olib/?oid=363937 |
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instname:Universidad Icesi |
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reponame:Biblioteca Digital |
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repourl:https://repository.icesi.edu.co/ |
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spa |
| language |
spa |
| dc.relation.references.spa.fl_str_mv |
Who we are? (2024). Teleperformance.com . Obtenido de Teleperformance.com: https://www.teleperformance.com/en - us/why - tp/about - tp/ |
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http://creativecommons.org/licenses/by-nc-nd/4.0/ |
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info:eu-repo/semantics/openAccess |
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Attribution-NonCommercial-NoDerivatives 4.0 International |
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http://purl.org/coar/access_right/c_abf2 |
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openAccess |
| dc.format.extent.none.fl_str_mv |
40 páginas |
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Digital |
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application/pdf |
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Cali de Lat: 03 24 00 N degrees minutes Lat: 3.4000 decimal degrees Long: 076 30 00 W degrees minutes Long: -76.5000 decimal degrees. |
| dc.publisher.none.fl_str_mv |
Universidad Icesi |
| dc.publisher.faculty.none.fl_str_mv |
Negocios y Economía |
| dc.publisher.program.none.fl_str_mv |
Especialización en Analítica aplicada a los negocios |
| dc.publisher.place.none.fl_str_mv |
Santiago de Cali |
| publisher.none.fl_str_mv |
Universidad Icesi |
| institution |
Universidad ICESI |
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Sánchez, NataliaFandiño Mendoza, Desiret IsabelBeltrán Ordoñez, Sebastián AlbertoMartinez Zapata, Andres FelipeGonzalez Leon, María CamilaBedoya Valencia, Julio CesarCali de Lat: 03 24 00 N degrees minutes Lat: 3.4000 decimal degrees Long: 076 30 00 W degrees minutes Long: -76.5000 decimal degrees.2025-03-18T15:26:05Z2025-03-18T15:26:05Z2024-06-28https://hdl.handle.net/10906/130207https://biblioteca2.icesi.edu.co/cgi-olib/?oid=363937instname:Universidad Icesireponame:Biblioteca Digitalrepourl:https://repository.icesi.edu.co/Teleperformance was founded in 1978 in France, it is a multinational company that offers a wide variety of services in customer service, telemarketing, manages customer relationships (CRM), moderates content and communication (Who we are?, 2024). Its headquarters are in Paris, where the company has a presence in more than 80 countries and has more than 350,000 people, serving a wide variety of industries such as technology, telecommunications, banking, retail and healthcare. The company highlights its commitment to technology and innovation, relying on artificial intelligence, machine learning and data analysis to catapult its services and customer experience. The main services offered by the company are as follows: • Customer Service: Provides support via telephone, email, chat and social networks.40 páginasDigitalapplication/pdfspaUniversidad IcesiNegocios y EconomíaEspecialización en Analítica aplicada a los negociosSantiago de CaliEL AUTOR, expresa que la obra objeto de la presente autorización es original y la elaboró sin quebrantar ni suplantar los derechos de autor de terceros, y de tal forma, la obra es de su exclusiva autoría y tiene la titularidad sobre éste. PARÁGRAFO: en caso de queja o acción por parte de un tercero referente a los derechos de autor sobre el artículo, folleto o libro en cuestión, EL AUTOR, asumirá la responsabilidad total, y saldrá en defensa de los derechos aquí autorizados; para todos los efectos, la Universidad Icesi actúa como un tercero de buena fe. Esta autorización, permite a la Universidad Icesi, de forma indefinida, para que en los términos establecidos en la Ley 23 de 1982, la Ley 44 de 1993, leyes y jurisprudencia vigente al respecto, haga publicación de este con fines educativos Toda persona que consulte ya sea la biblioteca o en medio electróico podrá copiar apartes del texto citando siempre la fuentes, es decir el título del trabajo y el autor.http://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessAttribution-NonCommercial-NoDerivatives 4.0 Internationalhttp://purl.org/coar/access_right/c_abf2Optimización de la gestión de tiempos en Teleperformance mediante un dashboard interactivo en Power BIthesishttp://purl.org/coar/resource_type/c_46ecTesis de maestríainfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/masterThesisTodo PúblicoAtención al ClienteTelemarketingCRMModeración de ContenidoComunicaciónTecnología e InnovaciónResponsabilidad Social CorporativaWorkforce Management (WFM)Business Process Outsourcing (BPO)ShrinkageDashboardProductividadEficiencia OperativaSatisfacción del ClienteTesis Especialización en Analítica aplicada a los negociosCustomer ServiceTelemarketingCRMContent ModerationCommunicationTechnology and InnovationCorporate Social ResponsibilityWorkforce Management (WFM)Business Process Outsourcing (BPO)ShrinkageDashboardProductivityOperational EfficiencyCustomer SatisfactionWho we are? (2024). Teleperformance.com . Obtenido de Teleperformance.com: https://www.teleperformance.com/en - us/why - tp/about - tp/ORIGINALT02861.pdfT02861.pdfapplication/pdf873546https://repository.icesi.edu.co/bitstreams/64a9e550-ae1b-4cbe-b799-b57430817bb1/download77043200c02c385d9673553845f4475dMD51CC-LICENSElicense_rdflicense_rdfapplication/rdf+xml; charset=utf-8899https://repository.icesi.edu.co/bitstreams/674bae33-ee0e-404c-b670-494c21c49574/download3b6ce8e9e36c89875e8cf39962fe8920MD52LICENSElicense.txtlicense.txttext/plain1748https://repository.icesi.edu.co/bitstreams/6a71179b-2e36-4151-a82b-6c796b11f4a5/downloadbb9bdc0b3349e4284e09149f943790b4MD53THUMBNAILT02861.pdf.jpgT02861.pdf.jpgIM Thumbnailimage/jpeg10895https://repository.icesi.edu.co/bitstreams/1ea1c098-352d-4d61-83c8-745c24da8829/downloaddd7b3bf46b428e49e99a38b9e80c7e7eMD5410906/130207oai:repository.icesi.edu.co:10906/1302072025-05-21 16:04:38.077http://creativecommons.org/licenses/by-nc-nd/4.0/Attribution-NonCommercial-NoDerivatives 4.0 Internationalopen.accesshttps://repository.icesi.edu.coBiblioteca Digital - Universidad Icesiadquisicion-bib@listas.icesi.edu.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 |