• Strategic plan: BBVA’s global contact center transformation plan 

      Leirós Martínez, Geraldine (Universitat Politècnica de Catalunya, 2014-06)
      Treball Final de Grau
      Accés restringit per decisió de l'autor
      Nowadays companies are facing a new kind of customer: a customer that expects an immediate answer to their queries, complaints or to anything they wish to express. But, how are organizations actually handling this change? ...
    • The intangible index in bank management 

      Ruíz Rodríguez, Mª del Consuelo; Castilla Polo, Francisca (OmniaScience, 2019-12)
      Article
      Accés obert
      Purpose: Our research objective is to perform a descriptive analysis of the information on intangible assets disclosed by Spanish banks indexed on the IBEX 35 as a step prior to the creation of which allows us to eventually ...