Resumen

BONFIM, Rosemeire P; LOIS, Nicolas C  y  ARAUJO, Ana C. P. Elements of digital transformation for value creation in call center services, perception of strategic managers. Espacios [online]. 2024, vol.45, n.4, pp.201-212.  Epub 30-Dic-2024. ISSN 2739-0071.  https://doi.org/10.48082/espacios-a24v45n04p16.

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.

Palabras clave : call center; digital transformation; value creation.

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