E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills
E - mpathy is a solution based on virtual reality technology aimed at improving the soft skills of customer service agents through immersive, kinesthetic learning under the 'learning by doing' model. With this solution, agents easily acquire communication skills that assist them in their d...
- Autores:
-
Espíndola Hernández, Sebastián Camilo
- Tipo de recurso:
- Tesis
- Fecha de publicación:
- 2024
- Institución:
- Universidad ICESI
- Repositorio:
- Repositorio ICESI
- Idioma:
- spa
- OAI Identifier:
- oai:repository.icesi.edu.co:10906/130299
- Acceso en línea:
- https://hdl.handle.net/10906/130299
https://biblioteca2.icesi.edu.co/cgi-olib/?oid=364801
- Palabra clave:
- Agentes de servicio al cliente
Call Center
Aprendizaje Kinésico
Habilidades Comunicativas
Satisfacción del cliente
Tesis de Maestría en Estrategia Digital de Negocios
Customer service agents
Call center
Kinesthetic learning
Communication skills
Customer satisfaction
- Rights
- openAccess
- License
- http://creativecommons.org/licenses/by-nc-nd/4.0/
| id |
ICESI2_e3109369a38bb8594b9959dbfe525082 |
|---|---|
| oai_identifier_str |
oai:repository.icesi.edu.co:10906/130299 |
| network_acronym_str |
ICESI2 |
| network_name_str |
Repositorio ICESI |
| repository_id_str |
|
| dc.title.spa.fl_str_mv |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| title |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| spellingShingle |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills Agentes de servicio al cliente Call Center Aprendizaje Kinésico Habilidades Comunicativas Satisfacción del cliente Tesis de Maestría en Estrategia Digital de Negocios Customer service agents Call center Kinesthetic learning Communication skills Customer satisfaction |
| title_short |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| title_full |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| title_fullStr |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| title_full_unstemmed |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| title_sort |
E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills |
| dc.creator.fl_str_mv |
Espíndola Hernández, Sebastián Camilo |
| dc.contributor.advisor.none.fl_str_mv |
Cuadros, Jhon |
| dc.contributor.author.none.fl_str_mv |
Espíndola Hernández, Sebastián Camilo |
| dc.subject.proposal.spa.fl_str_mv |
Agentes de servicio al cliente Call Center Aprendizaje Kinésico Habilidades Comunicativas Satisfacción del cliente Tesis de Maestría en Estrategia Digital de Negocios |
| topic |
Agentes de servicio al cliente Call Center Aprendizaje Kinésico Habilidades Comunicativas Satisfacción del cliente Tesis de Maestría en Estrategia Digital de Negocios Customer service agents Call center Kinesthetic learning Communication skills Customer satisfaction |
| dc.subject.proposal.eng.fl_str_mv |
Customer service agents Call center Kinesthetic learning Communication skills Customer satisfaction |
| description |
E - mpathy is a solution based on virtual reality technology aimed at improving the soft skills of customer service agents through immersive, kinesthetic learning under the 'learning by doing' model. With this solution, agents easily acquire communication skills that assist them in their day - to - day tasks and ultimately contribute to the organization achieving better metrics in customer satisfaction, average interaction time, and staff retention. |
| publishDate |
2024 |
| dc.date.issued.none.fl_str_mv |
2024 |
| dc.date.accessioned.none.fl_str_mv |
2025-05-13T14:57:24Z |
| dc.date.available.none.fl_str_mv |
2025-05-13T14:57:24Z |
| dc.type.none.fl_str_mv |
thesis |
| dc.type.coar.none.fl_str_mv |
http://purl.org/coar/resource_type/c_46ec |
| dc.type.local.none.fl_str_mv |
Tesis de maestría |
| dc.type.version.none.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
| dc.type.coarversion.none.fl_str_mv |
http://purl.org/coar/version/c_970fb48d4fbd8a85 |
| dc.type.driver.none.fl_str_mv |
info:eu-repo/semantics/masterThesis |
| format |
http://purl.org/coar/resource_type/c_46ec |
| status_str |
publishedVersion |
| dc.identifier.uri.none.fl_str_mv |
https://hdl.handle.net/10906/130299 |
| dc.identifier.OLIB.none.fl_str_mv |
https://biblioteca2.icesi.edu.co/cgi-olib/?oid=364801 |
| dc.identifier.instname.none.fl_str_mv |
instname:Universidad Icesi |
| dc.identifier.reponame.none.fl_str_mv |
reponame:Biblioteca Digital |
| dc.identifier.repourl.none.fl_str_mv |
repourl:https://repository.icesi.edu.co/ |
| url |
https://hdl.handle.net/10906/130299 https://biblioteca2.icesi.edu.co/cgi-olib/?oid=364801 |
| identifier_str_mv |
instname:Universidad Icesi reponame:Biblioteca Digital repourl:https://repository.icesi.edu.co/ |
| dc.language.iso.none.fl_str_mv |
spa |
| language |
spa |
| dc.relation.references.spa.fl_str_mv |
Clark, C., Murfett, U., & Rogers, P. (2012). Is empathy effective for Customer Service? Evidence from call center interactions. Journal of Business and Technical communication , 123 - 153. Mkcinsey & Company. (2013). The secret to delighting customers? Put employees first. Obtenido de https://www.mckinsey.com/~/media/McKinsey/Business%20Functions/Marketing%20a nd%20Sales/Our%20Insights/The%20secret%20to%20delighting%20customers/The%20 secret%20to%20delighting%20customers%20 - %20Put%20employees%20first.pdf Gartner. (2021). Gartner.com. Obtenido de 5 Key Trends from 2021’s Hype Cycle for Customer Service and Support Technologies: https://www.gartner.com/en/articles/5 - key - trends - from - 2021 - s - hype - cycle - for - customer - service - and - support - technologies Intel Corporation. (2018). Obtenido de Using Virtual Reality as an Effective Corporate Training Tool : https://info.dedicatedcomputing.com/hubfs/Intel/virtual - reality - corporate - training - solution - white - paper.pdf NTL. (2018). Obtenido de NTL Institute for Applied Behavioral Science: https://www.ntl.org Meister, J. (2021). How Companies Are Using VR to Develop Employees’ Soft Skills. Harvard Business Review . Bishop, C. (13 de Febrero de 2024). Zendesk. Obtenido de 51 customer service statistics you need to know: https://www.zendesk.com/blog/customer - service - statistics/ |
| dc.rights.uri.none.fl_str_mv |
http://creativecommons.org/licenses/by-nc-nd/4.0/ |
| dc.rights.accessrights.none.fl_str_mv |
info:eu-repo/semantics/openAccess |
| dc.rights.license.en.fl_str_mv |
Attribution-NonCommercial-NoDerivatives 4.0 International |
| dc.rights.coar.none.fl_str_mv |
http://purl.org/coar/access_right/c_abf2 |
| rights_invalid_str_mv |
http://creativecommons.org/licenses/by-nc-nd/4.0/ Attribution-NonCommercial-NoDerivatives 4.0 International http://purl.org/coar/access_right/c_abf2 |
| eu_rights_str_mv |
openAccess |
| dc.format.extent.none.fl_str_mv |
40 páginas |
| dc.format.medium.none.fl_str_mv |
Digital |
| dc.format.mimetype.none.fl_str_mv |
application/pdf |
| dc.coverage.spatial.none.fl_str_mv |
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 |
Maestría en Estrategia Digital de Negocios |
| dc.publisher.place.none.fl_str_mv |
Santiago de cali |
| publisher.none.fl_str_mv |
Universidad Icesi |
| institution |
Universidad ICESI |
| bitstream.url.fl_str_mv |
https://repository.icesi.edu.co/bitstreams/e1b6b23f-5a1d-4fe4-898b-edb6ede0300d/download https://repository.icesi.edu.co/bitstreams/7cd958cd-7bf3-4b23-8f0f-6034404af6c0/download https://repository.icesi.edu.co/bitstreams/64d9010a-03b4-42d1-86d3-dda263f05d3f/download https://repository.icesi.edu.co/bitstreams/7896c607-0a5b-430a-8120-8bde41dff821/download |
| bitstream.checksum.fl_str_mv |
cff8ea55d3eb207fb153f8924567dd7a 3b6ce8e9e36c89875e8cf39962fe8920 bb9bdc0b3349e4284e09149f943790b4 6b0b653ca1c4647c8cbe54493225fb86 |
| bitstream.checksumAlgorithm.fl_str_mv |
MD5 MD5 MD5 MD5 |
| repository.name.fl_str_mv |
Biblioteca Digital - Universidad Icesi |
| repository.mail.fl_str_mv |
adquisicion-bib@listas.icesi.edu.co |
| _version_ |
1841720165846220800 |
| spelling |
Cuadros, JhonEspíndola Hernández, Sebastián CamiloCali 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.2025-05-13T14:57:24Z2025-05-13T14:57:24Z2024https://hdl.handle.net/10906/130299https://biblioteca2.icesi.edu.co/cgi-olib/?oid=364801instname:Universidad Icesireponame:Biblioteca Digitalrepourl:https://repository.icesi.edu.co/E - mpathy is a solution based on virtual reality technology aimed at improving the soft skills of customer service agents through immersive, kinesthetic learning under the 'learning by doing' model. With this solution, agents easily acquire communication skills that assist them in their day - to - day tasks and ultimately contribute to the organization achieving better metrics in customer satisfaction, average interaction time, and staff retention.Resumen -- Abstract -- E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills -- 1. Capítulo 1: Fundamentos generales del proyecto -- 1.1. Planteamiento del problema -- 1.2. Propuesta de valor -- 1.3. Público objetivo -- 1.4. Análisis de la competencia -- 1.5. Modelo de ingresos -- 2. Capítulo 2: Metodología y resultados -- 2.1. Muestra del producto -- 2.2. Hipótesis para contemplar la experimentación de la solución -- 2.3. Experimentación -- 2.4. Resultados y aprendizajes del proceso -- 2.5. Próximos pasos (Roadmap) -- 2.6. Conclusiones -- Referencias Bibliográficas -- ANEXOS -- Anexo 1. Presentación Prototipo E - mpathyTrabajo final como requisito de grado para optar al título de: Maestro en Estrategias de Negocios DigitalesProfesional40 páginasDigitalapplication/pdfspaUniversidad IcesiNegocios y EconomíaMaestría en Estrategia Digital de 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_abf2E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skillsthesishttp://purl.org/coar/resource_type/c_46ecTesis de maestríainfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/masterThesisTodo PúblicoAgentes de servicio al clienteCall CenterAprendizaje KinésicoHabilidades ComunicativasSatisfacción del clienteTesis de Maestría en Estrategia Digital de NegociosCustomer service agentsCall centerKinesthetic learningCommunication skillsCustomer satisfactionClark, C., Murfett, U., & Rogers, P. (2012). Is empathy effective for Customer Service? Evidence from call center interactions. Journal of Business and Technical communication , 123 - 153.Mkcinsey & Company. (2013). The secret to delighting customers? Put employees first. Obtenido de https://www.mckinsey.com/~/media/McKinsey/Business%20Functions/Marketing%20a nd%20Sales/Our%20Insights/The%20secret%20to%20delighting%20customers/The%20 secret%20to%20delighting%20customers%20 - %20Put%20employees%20first.pdfGartner. (2021). Gartner.com. Obtenido de 5 Key Trends from 2021’s Hype Cycle for Customer Service and Support Technologies: https://www.gartner.com/en/articles/5 - key - trends - from - 2021 - s - hype - cycle - for - customer - service - and - support - technologiesIntel Corporation. (2018). Obtenido de Using Virtual Reality as an Effective Corporate Training Tool : https://info.dedicatedcomputing.com/hubfs/Intel/virtual - reality - corporate - training - solution - white - paper.pdfNTL. (2018). Obtenido de NTL Institute for Applied Behavioral Science: https://www.ntl.orgMeister, J. (2021). How Companies Are Using VR to Develop Employees’ Soft Skills. Harvard Business Review .Bishop, C. (13 de Febrero de 2024). Zendesk. Obtenido de 51 customer service statistics you need to know: https://www.zendesk.com/blog/customer - service - statistics/ORIGINALT02906.pdfT02906.pdfapplication/pdf14217465https://repository.icesi.edu.co/bitstreams/e1b6b23f-5a1d-4fe4-898b-edb6ede0300d/downloadcff8ea55d3eb207fb153f8924567dd7aMD51CC-LICENSElicense_rdflicense_rdfapplication/rdf+xml; charset=utf-8899https://repository.icesi.edu.co/bitstreams/7cd958cd-7bf3-4b23-8f0f-6034404af6c0/download3b6ce8e9e36c89875e8cf39962fe8920MD52LICENSElicense.txtlicense.txttext/plain1748https://repository.icesi.edu.co/bitstreams/64d9010a-03b4-42d1-86d3-dda263f05d3f/downloadbb9bdc0b3349e4284e09149f943790b4MD53THUMBNAILT02906.pdf.jpgT02906.pdf.jpgIM Thumbnailimage/jpeg5494https://repository.icesi.edu.co/bitstreams/7896c607-0a5b-430a-8120-8bde41dff821/download6b0b653ca1c4647c8cbe54493225fb86MD5410906/130299oai:repository.icesi.edu.co:10906/1302992025-05-15 16:48:21.773http://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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 |