E - mpathy – Powerfull AR learning tool to improve Call Center Representative Soft Skills
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2024
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Universidad Icesi
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Resumen
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.
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Agentes de servicio al cliente, Call Center, Aprendizaje Kinésico, Habilidades Comunicativas, Satisfacción del cliente, Tesis de Maestría en Estrategia Digital de Negocios
Keywords
Customer service agents, Call center, Kinesthetic learning, Communication skills, Customer satisfaction,