{"id":32913,"date":"2017-04-06T07:30:35","date_gmt":"2017-04-06T05:30:35","guid":{"rendered":"https:\/\/enreach.es\/blog\/mes-la-meitat-dempreses-augmentaran-la-inversio-contact-centers-2017\/"},"modified":"2022-06-23T13:50:04","modified_gmt":"2022-06-23T13:50:04","slug":"mes-la-meitat-dempreses-augmentaran-la-inversio-contact-centers-2017","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/mes-la-meitat-dempreses-augmentaran-la-inversio-contact-centers-2017\/","title":{"rendered":"M\u00e9s de la meitat d\u2019empreses augmentaran la inversi\u00f3 en contact centers el 2017"},"content":{"rendered":"<p>Els Contact Center estan associats quasi de forma natural a un concepte tan evident com descriptiu i clau en la seva exist\u00e8ncia: transformaci\u00f3. Des dels diferents tipus d\u2019interaccions que empren, fins els m\u00e8todes que mesuren el seu rendiment, passant pels canals que permeten el contacte amb els clients, els Contact Center es transformen constantment. I, per suposat, tamb\u00e9 el 2017 ser\u00e0 testimoni d\u2019algunes noves transformacions.<\/p>\n<p>No obstant, en aquest estat de transformaci\u00f3 cont\u00ednua, existeix quelcom que roman inalterable: la import\u00e0ncia essencial de cultivar una <a href=\"https:\/\/www.masvoz.cat\/blog\/la-centralitzacio-client-clau-per-l-exit-les-empreses\/\">base de clients satisfeta<\/a>. I per assolir aquesta satisfacci\u00f3 els <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\"><strong>Contact Center<\/strong><\/a> constitueixen la porta d\u2019acc\u00e9s m\u00e9s directa i \u00f2bvia. Per tant, les estrat\u00e8gies que desenvolupen les empreses per als seus centres de contacte tamb\u00e9 han de respondre amb \u00e8xit a les tend\u00e8ncies i els canvis que es succeeixen en el mercat, al mateix temps que els preparen perqu\u00e8, de manera anticipada, siguin capa\u00e7os d\u2019adaptar-se de forma m\u00e9s r\u00e0pida a propers canvis.<\/p>\n<p>Seguint aquesta l\u00ednia, l\u2019\u00faltim <a href=\"http:\/\/robinsonexecutive.com.au\/wp-content\/uploads\/2016\/12\/RE_CCW-Winter-Executive-Report_The-Future-of-the-Contact-Center.pdf\">informe<\/a> elaborat per CCIQ, sota el t\u00edtol \u201cThe Future of the Contact Center\u201d, d\u00f3na a con\u00e8ixer les <strong>principals tend\u00e8ncies, reptes i objectius per als contact center el 2017<\/strong>, a l\u2019hora que destaca algunes de les <strong>solucions estrat\u00e8giques i tecnol\u00f2giques<\/strong> m\u00e9s importants per assolir l\u2019\u00e8xit.<\/p>\n<ul>\n<li>Tot i que \u201ccentre de contacte\u201d \u00e9s la denominaci\u00f3 m\u00e9s utilitzada per descriure l\u2019\u00e0rea de negoci encarregada de connectar amb els clients, la meitat de les empreses empren un altre terme.<\/li>\n<\/ul>\n<ul>\n<li>L\u2019<a href=\"https:\/\/www.masvoz.cat\/blog\/latencio-al-client-protagonitzara-lestrategia-de-les-empreses-el-2017\/\"><strong>atenci\u00f3 al client<\/strong><\/a> \u00e9s el servei m\u00e9s associat als contact center, seguit de la gesti\u00f3 del feedback, la <strong>fidelitzaci\u00f3 <\/strong>i les <strong>vendes<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>La millora de l\u2019<strong>experi\u00e8ncia multicanal<\/strong> augmentar\u00e0 en relaci\u00f3 a l\u2019atenci\u00f3 telef\u00f2nica.<\/li>\n<\/ul>\n<ul>\n<li>&#8220;L\u2019experi\u00e8ncia sense esfor\u00e7&#8221; \u00e9s el tema m\u00e9s comunament associat al futur dels centres de contacte; la majoria de les empreses creuen que els clients prefereixen una <strong>experi\u00e8ncia sense esfor\u00e7<\/strong> a una experi\u00e8ncia inoblidable.<\/li>\n<\/ul>\n<ul>\n<li>Donat que els agents feli\u00e7os produeixen clients feli\u00e7os, per <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\/agents\"><strong>millorar el rendiment<\/strong><\/a> d\u2019aquests agents es milloraran tant les eines i les tecnologies com la seva capacitaci\u00f3.<\/li>\n<\/ul>\n<ul>\n<li>Els principals <strong>objectius dels contact center<\/strong> el 2017 es resumeixen en millorar la <strong>satisfacci\u00f3 del client<\/strong>, incrementar la <strong>personalitzaci\u00f3<\/strong> i augmentar la <strong>lleialtat dels clients<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Els <strong>principals reptes<\/strong> als quals s\u2019enfronten els centres de contacte el 2017 s\u00f3n la tecnologia antiquada i les limitacions de recursos.<\/li>\n<\/ul>\n<ul>\n<li>El 2017, m\u00e9s de la meitat de les companyies augmentaran les seves <strong>inversions en tecnologia de contact centers<\/strong>, de <a href=\"https:\/\/www.masvoz.cat\/blog\/la-transformacio-digital-impulsa-creixement-les-empreses\/\"><strong>transformaci\u00f3 digital<\/strong><\/a> i en iniciatives d\u2019<strong>autoservei<\/strong>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Els Contact Center estan associats quasi de forma natural a un concepte tan evident com descriptiu i clau en la seva exist\u00e8ncia: transformaci\u00f3. Des dels diferents tipus d\u2019interaccions que empren, fins els m\u00e8todes que mesuren el seu rendiment, passant pels canals que permeten el contacte amb els clients, els Contact Center es transformen constantment. I,&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/mes-la-meitat-dempreses-augmentaran-la-inversio-contact-centers-2017\/\" title=\"Read M\u00e9s de la meitat d\u2019empreses augmentaran la inversi\u00f3 en contact centers el 2017\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":27477,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32913","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00e9s de la meitat d\u2019empreses augmentaran la inversi\u00f3 en contact centers el 2017 - 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\/mas-la-mitad-empresas-aumentaran-inversion-contact-centers-2017\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00e9s de la meitat d\u2019empreses augmentaran la inversi\u00f3 en contact centers el 2017 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els Contact Center estan associats quasi de forma natural a un concepte tan evident com descriptiu i clau en la seva exist\u00e8ncia: transformaci\u00f3. Des dels diferents tipus d\u2019interaccions que empren, fins els m\u00e8todes que mesuren el seu rendiment, passant pels canals que permeten el contacte amb els clients, els Contact Center es transformen constantment. I,... 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