@inproceedings{f580886a8d36406b8fd369cce304933f,
title = "Propuesta de Mejora de la Calidad del Servicio de un Call Center Mediante la Aplicaci{\'o}n de la Metodolog{\'i}a DMAIC",
abstract = "In this study, we analyze the performance of a call center under scenarios of increments in demand. We propose changes to critical processes using quality concepts and the DMAIC methodology to increase the quality of customer service.",
keywords = "DMAIC, Processes, quality of customerservice, quality of service",
author = "Almendra Bejarano and Lucy Arag{\'o}n",
note = "Publisher Copyright: {\textcopyright} 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.; 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022 ; Conference date: 18-07-2022 Through 22-07-2022",
year = "2022",
doi = "10.18687/LACCEI2022.1.1.628",
language = "Espa{\~n}ol",
series = "Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology",
publisher = "Latin American and Caribbean Consortium of Engineering Institutions",
editor = "{Larrondo Petrie}, {Maria M.} and Jose Texier and Andrea Pena and Viloria, {Jose Angel Sanchez}",
booktitle = "20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology",
}