Search results for "Contact centers"
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Formation et médiation en r(é)volution numérique : enjeux communicationnels de l'intégration du digital learning dans les centres de contact
2018
This thesis is part of the information and communication sciences, under the nail of evolution, of the media. Information and communication technologies (ICTs) have invested in our everyday life, globalized digitization and connected objects have considerably modified the practices and uses in the training services of companies, especially in terms of interpersonal communication and digitized pedagogical relations. This work of thesis aims to accompany the trainers of the contact centers on the processes, the conditions of success and the stakes of the integration of the e-learning. By analyzing in what ways new training practices, notably via online platforms, generalized digitization have…
El management de las conductas socioemocionales. Una aproximación teórica y empírica desde el caso de los agentes de "contact centers"
2020
How is a specific type of emotion-related work conducts formed today? What principles guide these conducts and what effects do they have on those who work? The study of Contact Center agents allows us to understand how a set of personal qualities such as patience and good treatment of others, certain desires and personal impulses or even intimate sensations such as anguish or individual expectations have become managerialized emotions that end up modifying the inner attitudes of these agents. Within this framework, we propose a theoretical approach that integrates the work of Weber, Foucault and Elias, which invites us to reflect on a socio-emotional manner of leading one?s life (Lebensfu?h…