<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0798-1015</journal-id>
<journal-title><![CDATA[Revista Espacios]]></journal-title>
<abbrev-journal-title><![CDATA[Espacios]]></abbrev-journal-title>
<issn>0798-1015</issn>
<publisher>
<publisher-name><![CDATA[Editorial Espacios]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0798-10152024000400201</article-id>
<article-id pub-id-type="doi">10.48082/espacios-a24v45n04p16</article-id>
<title-group>
<article-title xml:lang="pt"><![CDATA[Elementos da transformação digital para criação de valor em serviços de call center, percepção de gestores estratégicos]]></article-title>
<article-title xml:lang="en"><![CDATA[Elements of digital transformation for value creation in call center services, perception of strategic managers]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[BONFIM]]></surname>
<given-names><![CDATA[Rosemeire P]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[LOIS]]></surname>
<given-names><![CDATA[Nicolas C]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[ARAÚJO]]></surname>
<given-names><![CDATA[Ana C. P]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Centro Universitário IESB  ]]></institution>
<addr-line><![CDATA[Brasília ]]></addr-line>
<country>Brasil</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidade de São Paulo Escola de Educação Física e Esportes ]]></institution>
<addr-line><![CDATA[São Paulo ]]></addr-line>
<country>Brazil</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Centro Universitário Internacional faculdade Projeção e pedagoga pelo ]]></institution>
<addr-line><![CDATA[Brasília ]]></addr-line>
<country>Brasil</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>08</month>
<year>2024</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>08</month>
<year>2024</year>
</pub-date>
<volume>45</volume>
<numero>4</numero>
<fpage>201</fpage>
<lpage>212</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S0798-10152024000400201&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S0798-10152024000400201&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S0798-10152024000400201&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo O presente artigo apresenta pesquisa sobre a influência de elementos da transformação digital na criação de valor em serviços de call center. Descreve os procedimentos adotados na implantação da digitalização do atendimento ao cliente, com a utilização de computação em nuvem, mobile, inteligência artificial, mídias sociais e big data. Os resultados alcançados decorrentes da implantação de elementos da transformação digital são descritos pelos gestores entrevistados e demonstram como a transformação digital cria valor para as empresas de call center.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This article presents research on the influence of digital transformation elements on value creation in call center services. It describes the procedures adopted in the implementation of customer service digitalization, with the use of cloud computing, mobile, artificial intelligence, social media and big data. The results achieved resulting from the implementation of elements of digital transformation are described by the interviewed managers and demonstrate how digital transformation creates value for call center companies.]]></p></abstract>
<kwd-group>
<kwd lng="pt"><![CDATA[call center]]></kwd>
<kwd lng="pt"><![CDATA[transformação digital]]></kwd>
<kwd lng="pt"><![CDATA[criação de valor]]></kwd>
<kwd lng="en"><![CDATA[call center]]></kwd>
<kwd lng="en"><![CDATA[digital transformation]]></kwd>
<kwd lng="en"><![CDATA[value creation]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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