{"id":32841,"date":"2016-12-12T11:47:18","date_gmt":"2016-12-12T10:47:18","guid":{"rendered":"https:\/\/enreach.es\/blog\/la-personalitzacio-en-l%c2%92atencio-al-client-clau-pel-sector-contact-center\/"},"modified":"2022-06-23T13:49:51","modified_gmt":"2022-06-23T13:49:51","slug":"la-personalitzacio-en-l%c2%92atencio-al-client-clau-pel-sector-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/la-personalitzacio-en-l%c2%92atencio-al-client-clau-pel-sector-contact-center\/","title":{"rendered":"La personalitzaci\u00f3 en l\u0092atenci\u00f3 al client, clau pel sector contact center"},"content":{"rendered":"

Vivim en plena era digital i, tot i aix\u00ed, el component hum\u00e0 als contact center continua sent un factor de vital import\u00e0ncia per aportar la millor experi\u00e8ncia d\u0092atenci\u00f3 al client<\/strong> possible i impulsar els negocis. Cada any, milers de clients abandonen als seus prove\u00efdors degut a un deficient servei d\u0092atenci\u00f3 al client, un desenlla\u00e7 que costa milers de milions de d\u00f2lars a les empreses i que podria evitar-se amb un servei \u0093m\u00e9s humanitzat. La tecnologia digital als contact center<\/strong> La tecnologia digital est\u00e0 transformant a gran velocitat la ind\u00fastria mundial dels contact center. Les organitzacions reconeixen que l\u0092experi\u00e8ncia del client<\/strong> \u00e9s un diferenciador clau, ocupant un lloc destacat a les l\u00ednies estrat\u00e8giques que es discuteixen a les sales de juntes. Per\u00f2 els canals digitals<\/strong> podrien resultar encara m\u00e9s poderosos si mostren un \u0093toc hum\u00e0\u0094. Aquesta \u00e9s la principal conclusi\u00f3 a la qual arriba l\u0092informe<\/a> \u00932016 Global Contact Centre Benchmarking\u0094 que, com cada any, ha elaborat la firma Dimension Data. Actualment, els contact center basats en el n\u00favol<\/strong> estan proporcionant resultats de gran abast, doncs permeten traslladar l\u0092atenci\u00f3 des de la infraestructura de la tecnologia a la seva capacitat per oferir una experi\u00e8ncia integrada multicanal i millor a l\u0092usuari final. No obstant, aquest informe revela que encara un llarg cam\u00ed per rec\u00f3rrer, i que l\u0092experi\u00e8ncia digital multicanal tamb\u00e9 precisa del component hum\u00e0<\/a><\/strong>. Contact centers, tecnologia digital i atenci\u00f3 al client (2016-2020)<\/strong> Per al per\u00edode 2016-2020, Dimension Data assenyala els seg\u00fcents punts clau en relaci\u00f3 a l\u0092atenci\u00f3 al client<\/a>: <\/p>\n

    \n
  1. La migraci\u00f3 al n\u00favol<\/a><\/strong> s\u0092est\u00e0 convertint en un est\u00e0ndard de la ind\u00fastria dels contact center degut als seus m\u00faltiples beneficis<\/a>: permet oferir un punt de contacte al client sense fissures, ajuda a la reducci\u00f3 de costos<\/strong>, agilitza els negocis<\/strong>, augmenta la productivitat<\/strong>… Les solucions al n\u00favol<\/strong> es tripliquen, i la majoria d\u0092organitzaciones opta per una soluci\u00f3 de n\u00favol h\u00edbrid que combina els sistemes existents amb noves solucions.<\/li>\n<\/ol>\n
      \n
    1. El contacte a trav\u00e9s de canals digitals creix de forma constant, davant el descens del 12% de la interacci\u00f3 via telef\u00f2nica. La satisfacci\u00f3 del client \u00e9s la ra\u00f3 principal per oferir canals digitals<\/strong>, fins i tot per sobre de l\u0092estalvi de costos. No obstant, el 20% dels enquestats indica que la tecnologia digital encara no compleix amb les necessitats del negoci.<\/li>\n<\/ol>\n
        \n
      1. Quatre de cada cinc organitzacions reconeixen que l\u0092experi\u00e8ncia d\u0092usuari i els contact center constitueixen un factor diferenciador competitiu <\/strong>que ajuda a incrementar les vendes<\/strong>, reduir els costos<\/strong>, fidelitzar el client<\/strong> i intensificar el comprom\u00eds dels empleats<\/strong>.<\/li>\n<\/ol>\n
          \n
        1. El 82,5% de les empreses afirmen que l\u0092experi\u00e8ncia de client \u00e9s un diferenciador competitiu i el 77,5% creuen que \u00e9s la mesura de rendiment estrat\u00e8gic m\u00e9s important.<\/li>\n<\/ol>\n
            \n
          1. La societat \u00e9s m\u00f2bil. Els clients es desplacen cont\u00ednuament i aix\u00f2 fa necessari millorar l\u0092experi\u00e8ncia del client mitjan\u00e7ant una integraci\u00f3 completa dels canals disponibles que ofereixi serveis de valor afegit <\/strong>(per exemple, el mapeig dels viatges dels clients per oferir informaci\u00f3 d\u0092inter\u00e8s, descomptes…). Aquesta capacitat omnichannel<\/a><\/strong> es triplicar\u00e0 durant els propers dos anys.<\/li>\n<\/ol>\n
              \n
            1. Automatitzaci\u00f3 proactiva per avan\u00e7ar-se a les necessitats del clients <\/strong>quant a vendes i m\u00e0rqueting, actualitzacions de serveis, etc\u00e8tera, reduint aix\u00ed la propensi\u00f3 al contacte i afavorint una millor experi\u00e8ncia.<\/li>\n<\/ol>\n
                \n
              1. \u00das m\u00e9s eficient de l\u0092an\u00e0lisi<\/a> big data <\/strong>amb la finalitat d\u0092oferir una atenci\u00f3 al client m\u00e9s personalitzada. Aquesta tend\u00e8ncia es demostra en el fet que, per tercer any consecutiu, la capacitat d\u0092identificar amb antelaci\u00f3 i segmentar als clients ha augmentat. El 23% de les empreses poden oferir una experi\u00e8ncia personalitzada basada en la informaci\u00f3 i les anal\u00edtiques que tenen sobre els seus clients<\/strong>.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

                Els contact center al n\u00favol, la combinaci\u00f3 de canals digitals i el component hum\u00e0, l\u0092omnicanalitat i l\u0092an\u00e0lisi de dades s\u00f3n factors essencials per oferir un servei personalitzat d\u0092atenci\u00f3 al client, segons un informe de Dimension Data.<\/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":[7],"tags":[],"class_list":["post-32841","post","type-post","status-publish","format-standard","hentry","category-contact-center-inteligente"],"acf":[],"yoast_head":"\nLa personalitzaci\u00f3 en l\u0092atenci\u00f3 al client, clau pel sector contact center - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/la-personalizacion-en-la-atencion-al-cliente-clave-para-el-sector-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La personalitzaci\u00f3 en l\u0092atenci\u00f3 al client, clau pel sector contact center - 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