{"id":32985,"date":"2017-06-15T07:30:06","date_gmt":"2017-06-15T05:30:06","guid":{"rendered":"https:\/\/enreach.es\/blog\/10-tendencies-clau-per-millorar-latencio-al-client\/"},"modified":"2023-12-20T13:42:15","modified_gmt":"2023-12-20T12:42:15","slug":"10-tendencies-clau-per-millorar-latencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/10-tendencies-clau-per-millorar-latencio-al-client\/","title":{"rendered":"10 tend\u00e8ncies clau per millorar l\u2019atenci\u00f3 al client"},"content":{"rendered":"

Durant l\u2019any passat, el r\u00e0pid creixement de la intel\u00b7lig\u00e8ncia artificial aplicada a l\u2019adopci\u00f3 i expansi\u00f3 de diferents canals digitals com la missatgeria, el xat i d\u2019altres, va suposar un fort impuls al proc\u00e9s de transformaci\u00f3 digital de les empreses.<\/p>\n

Per\u00f2 actualment, resulta fonamental generar experi\u00e8ncies sense esfor\u00e7 pels clients que condueixin a un autoservei efica\u00e7 i eficient, integrant de manera intel\u00b7ligent al component hum\u00e0 en els instants clau<\/strong>, com la via m\u00e9s r\u00e0pida per controlar els costos, equilibrar les necessitats del negoci, i anar m\u00e9s enll\u00e0 del centre de contacte de veu tradicional.<\/p>\n

D\u2019altra banda, la tecnologia resulta cada cop m\u00e9s intel\u00b7ligent, m\u00e9s econ\u00f2mica, i m\u00e9s r\u00e0pida, al mateix temps que els prove\u00efdors ofereixen soluciones cada cop m\u00e9s flexibles, escalables i f\u00e0cils de provar<\/strong>. Davant d\u2019aquesta uniformitat, un exhaustiu informe revela les deu tend\u00e8ncies clau <\/strong>que tota empresa haur\u00e0 d\u2019observar a l\u2019hora de contractar a un prove\u00efdor si desitja millorar l\u2019experi\u00e8ncia dels seus clients:<\/p>\n

    \n
  1. Opcions d\u2019autoservei m\u00e9s intel\u00b7ligent<\/strong> capaces d\u2019impulsar experi\u00e8ncies sense esfor\u00e7<\/strong> i respostes en q\u00fcesti\u00f3 de segons, no minuts, que exigeix la generaci\u00f3 Millennial<\/a><\/strong>, ja superior a la generaci\u00f3 Baby Boomers.<\/li>\n<\/ol>\n
      \n
    1. Conviv\u00e8ncia dels xat bots<\/a><\/strong> i les persones als contact center per oferir un millor servei d\u2019atenci\u00f3 al client<\/strong>.<\/li>\n<\/ol>\n
        \n
      1. Millor integraci\u00f3<\/a> de tots els canals de comunicaci\u00f3<\/strong>, tradicionals i nous, per oferir una experi\u00e8ncia al client integral, personalitzada i sense esfor\u00e7.<\/li>\n<\/ol>\n
          \n
        1. Major i millor an\u00e0lisi<\/strong> dels clients amb la finalitat de con\u00e8ixer-los millor i crear una base de coneixement contextual que pugui ser emprada tant per agents com per clients, per predir la resposta correcta basada en les dades, la situaci\u00f3, la ubicaci\u00f3 i les necessitats d\u2019aquell client concret. El resultat final es traduir\u00e0 en respostes m\u00e9s r\u00e0pides<\/strong>, major resoluci\u00f3 de problemes<\/strong>, menor esfor\u00e7 del client<\/strong> i, per tant, clients m\u00e9s satisfets<\/strong>.<\/li>\n<\/ol>\n
            \n
          1. Taulers de control en temps real <\/strong>que augmenten el coneixement sobre els clients i faciliten identificar de manera proactiva una crisi de relacions p\u00fabliques, captar noves idees, detectar tend\u00e8ncies i, en definitiva, personalitzar el comprom\u00eds amb el client<\/strong>.<\/li>\n<\/ol>\n
              \n
            1. Estrat\u00e8gies d\u2019atenci\u00f3 al client \u201con-the-go\u201d per respondre amb efic\u00e0cia a la major converg\u00e8ncia m\u00f2bil<\/strong>.<\/li>\n<\/ol>\n
                \n
              1. Contractaci\u00f3 de veritables professionals en l\u2019an\u00e0lisi de dades que permetin construir i implementar les estrat\u00e8gies digitals m\u00e9s adequades.<\/li>\n<\/ol>\n
                  \n
                1. Realitat virtual i realitat augmentada per generar experi\u00e8ncies de client m\u00e9s interactives i de major qualitat<\/strong>.<\/li>\n<\/ol>\n
                    \n
                  1. Major pres\u00e8ncia de la Intel\u00b7lig\u00e8ncia Artificial (IA), l\u2019automatitzaci\u00f3 i l\u2019aprenentatge autom\u00e0tica, especialment en estrat\u00e8gies d\u2019an\u00e0lisi <\/strong>i foment d\u2019experi\u00e8ncies d\u2019atenci\u00f3 al client proactives<\/strong>.<\/li>\n<\/ol>\n
                      \n
                    1. Major integraci\u00f3 dels assistents de veu digitals <\/strong>com Siri d\u2019Apple, Alexa d\u2019Amazon, Google Assistant, Cortana de Microsoft o Nina de Nuance, a les experi\u00e8ncies de comer\u00e7 i atenci\u00f3 al client.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

                      Durant l\u2019any passat, el r\u00e0pid creixement de la intel\u00b7lig\u00e8ncia artificial aplicada a l\u2019adopci\u00f3 i expansi\u00f3 de diferents canals digitals com la missatgeria, el xat i d\u2019altres, va suposar un fort impuls al proc\u00e9s de transformaci\u00f3 digital de les empreses. Per\u00f2 actualment, resulta fonamental generar experi\u00e8ncies sense esfor\u00e7 pels clients que condueixin a un autoservei efica\u00e7… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":32986,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32985","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n10 tend\u00e8ncies clau per millorar l\u2019atenci\u00f3 al client - 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\/ca\/blog\/10-tendencies-clau-per-millorar-latencio-al-client\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 tend\u00e8ncies clau per millorar l\u2019atenci\u00f3 al client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Durant l\u2019any passat, el r\u00e0pid creixement de la intel\u00b7lig\u00e8ncia artificial aplicada a l\u2019adopci\u00f3 i expansi\u00f3 de diferents canals digitals com la missatgeria, el xat i d\u2019altres, va suposar un fort impuls al proc\u00e9s de transformaci\u00f3 digital de les empreses. 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