Investigation and analysis of information management processes in a organization of the call center sector

Abstract

Investigates and analyzes the practices and processes of strategic management information implemented in a call center. It was based on four categories of analysis: determination of informational demands, acquiring, distribution and use of information. Multiple sources of evidences were used, over there the judging of the research project quality, the following criteria were used: construct validity, external validity and reliability. The results suggest the inexistence of a legitimate structure of strategic management of information, and emphasize the gap between discourse and practice present