Aspectos relacionados à liderança em uma central de atendimento à clientes: um estudo de caso

Abstract

This research has the purpose raise questions regarding leadership and knowledge in Telephone Services Segment, through a case of Telecom Company, about their staff that is located in Macaé, Rio de Janeiro. The Quality of the staff expertise as well as Quality of Leadership is a main issue for company survival, and the human resources can be a competitive tool in the market. This research intends to confirm the important role of human resources within this process