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Estudio de las estrategias tecnológicas y corporativas en empresas de Contact Centers. | ||
| Published in: | Engineering for a Smarter Planet: Innovation, ITC, and Computational Tools for Sustainable Development: Proceedings of the 9th Latin American and Caribbean Conference for Engineering and Technology |  |
| Date of Conference: | August 3-5, 2011 | |
| Location of Conference: | Medellin, Colombia | |
| Authors: | Camila Andrea Piñeros Barrero Valeria Margarita González Ramírez Juan Carlos Navarro Beltrán | |
| Refereed Paper: | #301 | |
Abstract | ||
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Currently, the BPO&O sector has been considered as one of the most important sectors of Colombia, because of
its growth in recent years (report realized by the consultants McKinsey & Company for the Ministry of
Commerce, Industry and Tourism). The Colombia government has projected revenues of US48.000 million and
the creation of 600.000 jobs by 2032. In this context, it is clearly the importance of these companies and their
extensive use of technology is an interesting factor to study. To receive such an abrupt growth in the sector, the
study is considered important from two perspectives, corporate strategy and technology, thereby bringing to
devise a broad strategic direction oriented to the development that comes for this sector. For the study, analysis and diagnosis of the aforementioned strategies, it is established the use of companies call centers and contact centers globally and nationally. This paper presents interim results, focusing only on the state of the art of these topics. | ||