{"id":32817,"date":"2016-09-22T09:00:00","date_gmt":"2016-09-22T07:00:00","guid":{"rendered":"https:\/\/enreach.es\/blog\/blogevolucio-cap-al-nuvol-i-compromis-amb-el-client-prioritats-dels-contact-centers\/"},"modified":"2022-06-23T13:49:48","modified_gmt":"2022-06-23T13:49:48","slug":"blogevolucio-cap-al-nuvol-i-compromis-amb-el-client-prioritats-dels-contact-centers","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/blogevolucio-cap-al-nuvol-i-compromis-amb-el-client-prioritats-dels-contact-centers\/","title":{"rendered":"Evoluci\u00f3 cap al n\u00favol i comprom\u00eds amb el client, prioritats dels contact center"},"content":{"rendered":"<p>Segons l\u2019estudi \u201c2016 Executive Report on Contact Center Technology\u201d, elaborat per CCIQ, actualment la tecnologia dels contact center no nom\u00e9s est\u00e0 evolucionant cap al n\u00favol, sin\u00f3 tamb\u00e9 en posar el focus en el client.<\/p>\n<p>Tal i com s\u0092&#8217;extreu de l\u0092&#8217;estudi, les organitzacions actuals es mouen cap al n\u00favol i volen \u0093crear una experi\u00e8ncia m\u00e9s eficient, m\u00e9s efica\u00e7 i centrada en el comprom\u00eds amb el client\u0094. Mentre que nom\u00e9s fa un any el 80% de la tecnologia dels contact center de les empreses estava basat en una infraestructura f\u00edsica local, actualment aquest percentatge s\u0092&#8217;ha redu\u00eft al 58%, i s\u0092&#8217;estima que caur\u00e0 fins el 44% durant els propers dotze mesos.<\/p>\n<p>Aquesta evoluci\u00f3 de les tecnologies de comunicaci\u00f3 empresarials cap a <a href=\"\/\/www.masvoz.es\/productes\/cloud-contact-center\">solucions al n\u00favol<\/a> est\u00e0 impulsada pel convenciment de <a href=\"\/\/www.masvoz.es\/blog\/ca\/els-serveis-locals-i-lestalvi-de-costos-des-de-la-perspectiva-de-la-satisfaccio-del-client\/\">millorar les relacions amb el client<\/a> oferint una <strong>experi\u00e8ncia m\u00e9s efica\u00e7 i eficient<\/strong>. Per\u00f2, malgrat aix\u00f2, la seva adopci\u00f3 ofereix interessants matisos.<\/p>\n<p><strong>Cap a una definici\u00f3 m\u00e9s flexible del concepte \u0093centre de treball\u0094<\/strong><\/p>\n<p>Cada cop s\u00f3n m\u00e9s les empreses que permeten, i fins i tot promouen, que els seus agents treballin de forma remota. S\u0092&#8217;est\u00e0 produint una redefinici\u00f3 menys estricta del concepte \u0093centre de treball\u0094 en tant que la tend\u00e8ncia \u00e9s cap a la <strong>proximitat<\/strong> agent-client mitjan\u00e7ant la implantaci\u00f3 de contact centers en m\u00faltiples ubicacions.<\/p>\n<p>Tot i aix\u00ed, la multiplicaci\u00f3 dels contact center d\u0092&#8217;una organitzaci\u00f3 no \u00e9s infinita; el terme mig sembla situar-se en un rang d\u0092entre 2 i 5 localitzacions. Aquesta moderaci\u00f3 va en conson\u00e0ncia amb la tend\u00e8ncia del \u0093<a href=\"http:\/\/www.bizphone.es\/\">teletreball<\/a>\u0094. Tot i que el percentatge d\u0092&#8217;empleats que treballen en un context remot ha decaigut, es preveu que en un any m\u00e9s d\u0092&#8217;una quarta part de les empreses comptar\u00e0 amb un n\u00famero considerable de treballadors que treballaran des de casa.<\/p>\n<p><strong>Major implantaci\u00f3 de la tecnologia cloud<\/strong><\/p>\n<p>Nombroses empreses estan optant per multiplicar les localitzacions dels seus contact center. No obstant, existeix una veritable tend\u00e8ncia cap a l\u0092&#8217;adopci\u00f3 de <strong>solucions de comunicaci\u00f3 basades en el n\u00favol<\/strong>? I si aix\u00f2 \u00e9s aix\u00ed, es prefereix un model h\u00edbrid o un basat 100% al n\u00favol?<\/p>\n<p>Fa un any, el 80% de les empreses enquestades van manifestar que la tecnologia del seus contact center estava total o principalment ubicada en una mateixa localitzaci\u00f3. Durant l\u0092&#8217;any passat, aquestes xifres van disminuir fins el 58%, i s\u0092&#8217;espera que ho facin fins el 44% en els propers dotze mesos.<\/p>\n<p>Pel contrari, nom\u00e9s el 15% de les organitzacions van basar els seus contact center total o majorit\u00e0riament al n\u00favol fa un any. Aquest percentatge ha augmentat fins el 19% al present i arribar\u00e0 al 28% a finals del proper any.<\/p>\n<p>El 22% afirma que els seus contact centers estaran completament basats en la <strong>tecnologia cloud<\/strong> durant la primera part de 2017, mentre que un 19% encara es mantindran allunyats d\u0092&#8217;aquesta tecnologia.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Segons l\u0092estudi \u00932016 Executive Report on Contact Center Technology\u0094, elaborat per CCQI, actualment la tecnologia dels contact centers no nom\u00e9s est\u00e0 evolucionant cap al n\u00favol, sin\u00f3 tamb\u00e9 en posar el focus en el client.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32817","post","type-post","status-publish","format-standard","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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