{"id":33002,"date":"2017-07-04T06:30:54","date_gmt":"2017-07-04T04:30:54","guid":{"rendered":"https:\/\/enreach.es\/blog\/aixi-seran-els-contact-centers-lany-2025\/"},"modified":"2022-06-23T13:50:13","modified_gmt":"2022-06-23T13:50:13","slug":"aixi-seran-els-contact-centers-lany-2025","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/aixi-seran-els-contact-centers-lany-2025\/","title":{"rendered":"Aix\u00ed seran els Contact Centers l\u2019any 2025"},"content":{"rendered":"<p>Les empreses d\u2019atenci\u00f3 al client sempre han tractat de respondre a les expectatives canviants dels clients; cap altre sector ha evolucionat ni s\u2019ha adaptat tant ni tan r\u00e0pid a aquesta nova era d\u2019un consumidor cada cop m\u00e9s exigent, al continu increment dels canals de comunicaci\u00f3, i als reptes que plantegen els empleats de la generaci\u00f3 Millenial.<\/p>\n<p>Dins d\u2019aquesta \u00e0mplia ind\u00fastria de l\u2019atenci\u00f3 al client, <strong>els <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\">contact centers<\/a><\/strong> ostenten una posici\u00f3 especial, justament a la intersecci\u00f3 entre els empleats, els clients i els canals, ra\u00f3 per la qual <strong>han liderat l\u2019evoluci\u00f3 de l\u2019atenci\u00f3 al client<\/strong> des dels arcaics centres de trucades dels anys vuitanta i noranta, fins els actuals i moderns Centres de Contacte. I sempre perseguint una meta ben definida: <strong>oferir al client l\u2019<a href=\"https:\/\/www.masvoz.cat\/blog\/10-tendencies-clau-per-millorar-latencio-al-client\/\">experi\u00e8ncia perfecta<\/a><\/strong>.<\/p>\n<p>\u00c9s aix\u00ed com durant els \u00faltims anys, s\u2019han introdu\u00eft nombroses i valuoses millores tecnol\u00f2giques vinculades a la <strong>gravaci\u00f3 de veu<\/strong>, la <strong>captaci\u00f3 i retenci\u00f3 del millor talent<\/strong>, la <strong>millora de la gesti\u00f3 de la qualitat a partir de potents <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/estadistiques-informes\">eines d\u2019an\u00e0lisi<\/a><\/strong>, l\u2019<strong>automatitzaci\u00f3<\/strong>, la <strong>verificaci\u00f3 en temps real<\/strong>, la <strong>implementaci\u00f3 de la intel\u00b7lig\u00e8ncia artificial<\/strong>, i molts m\u00e9s. No obstant, la societat continua evolucionant i, amb ella, tamb\u00e9 ho fan les tend\u00e8ncies.<\/p>\n<p>Avan\u00e7ar-se als fets, preveure com evolucionar\u00e0 l\u2019atenci\u00f3 al client durant els propers anys i ser capa\u00e7os d\u2019identificar les tend\u00e8ncies que imperaran en el futur immediat, constitueix el pas previ i indispensable per <strong>posar en marxa les estrat\u00e8gies m\u00e9s adients que condueixin cap a la millor experi\u00e8ncia de client possible<\/strong>.<\/p>\n<p>Sota aquesta premissa, <em>Telesperience<\/em> ha elaborat l\u2019informe titulat \u201cContact Centre 2025: Trends, Opportunities, Strategies\u201d, un ambici\u00f3s i interessant estudi que tracta de contribuir sobre l\u2019<strong>evoluci\u00f3 futura dels Contact Centers<\/strong>, proposant-nos un \u201cviatge en el temps\u201d que ens condueix fins el Contact Center el 2025, i del qual es desprenen algunes conclusions tan reveladores com les seg\u00fcents:<\/p>\n<ul>\n<li>El Contact Center es convertir\u00e0 en el <strong>centre d\u2019interacci\u00f3 de la nova empresa digital<\/strong>, havent de fer front a responsabilitats i reptes cada cop m\u00e9s complexos.<\/li>\n<\/ul>\n<ul>\n<li>Amb la finalitat d\u2019incrementar l\u2019efici\u00e8ncia i optimitzar l\u2019experi\u00e8ncia, continuaran implementant-se <strong>noves tecnologies d\u2019an\u00e0lisi, automatitzaci\u00f3, verificaci\u00f3, <a href=\"https:\/\/www.masvoz.cat\/blog\/xatbots-la-propera-revolucio-en-l%C2%92atencio-al-client\/\">bots<\/a>, fluxos de treball, etc\u00e8tera<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Malgrat la rellev\u00e0ncia de l\u2019element tecnol\u00f2gic, <strong>el <a href=\"https:\/\/www.masvoz.cat\/blog\/claus-per-augmentar-el-valor-i-el-creixement-dels-contact-center\/\">factor hum\u00e0<\/a> resultar\u00e0 decisiu en la resoluci\u00f3 dels problemes m\u00e9s complexos i emotius<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Aquests <strong>agents humans<\/strong> veuran incrementades les seves habilitats a mesura que adquireixin papers m\u00e9s polivalents i fins i tot multidisciplinaris com a <strong>solucionadors de problemes, representants de marca, etc\u00e8tera<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Amb l\u2019objectiu de comptar amb el millor talent, les empreses hauran d\u2019<strong>identificar i donar resposta a les noves demandes dels <a href=\"https:\/\/www.masvoz.cat\/blog\/els-digital-nomads-pugen-al-nuvol\/\">empleats digitals<\/a><\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Els Centres de Contacte es convertiran en un <strong>poder\u00f3s recurs per con\u00e8ixer millor als clients i aix\u00ed respondre a les seves necessitats i augmentar la fidelitzaci\u00f3<\/strong>.<\/li>\n<\/ul>\n<p>Aquests s\u00f3n nom\u00e9s alguns dels aspectes clau que es detallen al llarg de les 27 p\u00e0gines d\u2019<strong><a href=\"http:\/\/www.nice.com\/optimizing-customer-engagements\/Lists\/WhitePapers\/Contact_centre_2025.pdf\">aquest informe<\/a><\/strong>, i que posen de manifest les <strong>principals tend\u00e8ncies en l\u2019evoluci\u00f3 dels Contact Centers fins l\u2019any 2025<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les empreses d\u2019atenci\u00f3 al client sempre han tractat de respondre a les expectatives canviants dels clients; cap altre sector ha evolucionat ni s\u2019ha adaptat tant ni tan r\u00e0pid a aquesta nova era d\u2019un consumidor cada cop m\u00e9s exigent, al continu increment dels canals de comunicaci\u00f3, i als reptes que plantegen els empleats de la generaci\u00f3&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/aixi-seran-els-contact-centers-lany-2025\/\" title=\"Read Aix\u00ed seran els Contact Centers l\u2019any 2025\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33003,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33002","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>Aix\u00ed seran els Contact Centers l\u2019any 2025 - 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\/asi-seran-los-contact-centers-2025\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Aix\u00ed seran els Contact Centers l\u2019any 2025 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Les empreses d\u2019atenci\u00f3 al client sempre han tractat de respondre a les expectatives canviants dels clients; 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