{"id":33013,"date":"2017-08-02T06:00:20","date_gmt":"2017-08-02T04:00:20","guid":{"rendered":"https:\/\/enreach.es\/blog\/factor-huma-preval-la-tecnologia-latencio-al-client\/"},"modified":"2022-06-23T13:50:16","modified_gmt":"2022-06-23T13:50:16","slug":"factor-huma-preval-la-tecnologia-latencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/factor-huma-preval-la-tecnologia-latencio-al-client\/","title":{"rendered":"El factor hum\u00e0 preval sobre la tecnologia en l\u2019atenci\u00f3 al client"},"content":{"rendered":"

Durant l\u2019\u00faltima d\u00e8cada, l\u2019evoluci\u00f3 tecnol\u00f2gica ha transformat radicalment les expectatives dels consumidors respecte de les empreses que volen liderar l\u2019experi\u00e8ncia digital dels clients i trobar vies que facilitin l\u2019\u00fas de la tecnologia d\u2019una manera m\u00e9s eficient i intel\u00b7ligent.<\/p>\n

No obstant, malgrat que les empreses continuen innovant des d\u2019un punt de vista tecnol\u00f2gic, tamb\u00e9 necessiten mantenir el factor hum\u00e0, tant perqu\u00e8 els clients puguin satisfer les seves necessitats de manera aut\u00f2noma, com en l\u2019acc\u00e9s dels agents de servei al client quan sigui necessari. \u00c9s a dir, les noves tecnologies poden millorar tant les interaccions assistides pels agents d\u2019un <\/strong>contact center<\/strong><\/a>, com les interaccions d\u2019autoservei dels clients<\/strong>.<\/p>\n

Dos dimensions amb un denominador com\u00fa: l\u2019element hum\u00e0<\/strong><\/h5>\n

Com cada any, la prestigiosa firma de consultoria i investigaci\u00f3 Forrester Research, ha elaborat una nova edici\u00f3 actualitzada del seu informe \u201cDigital Customer Experience Trends\u201d. Aquest treball analitza cada any l\u2019evoluci\u00f3 de les tend\u00e8ncies en l\u2019\u00e0mbit de l\u2019experi\u00e8ncia dels clients digitals<\/strong>.<\/p>\n

Forrester estudia no nom\u00e9s com la tecnologia est\u00e0 canviant la forma en qu\u00e8 els clients interactuen amb les empreses, sin\u00f3 tamb\u00e9 com la tecnologia s\u2019utilitza per millorar l\u2019experi\u00e8ncia dels empleats, fet que tamb\u00e9 repercuteix en l\u2019experi\u00e8ncia del client<\/strong>. I en ambdues tend\u00e8ncies, l\u2019informe constata que les empreses mantenen el factor hum\u00e0<\/strong><\/a> juntament amb la innovaci\u00f3 en tecnologia.<\/p>\n

La tecnologia est\u00e0 canviant la forma en qu\u00e8 els clients interactuen amb les empreses, i en aquesta tend\u00e8ncia, l\u2019atenci\u00f3 es centra majorment en la millora de la interf\u00edcie d\u2019usuari<\/strong>. Els major aven\u00e7os actuals estan relacionats amb l\u2019\u00fas de robots i l\u2019aplicaci\u00f3 de la intel\u00b7lig\u00e8ncia artificial (sense oblidar la tecnologia biom\u00e8trica per proporcionar experi\u00e8ncies m\u00e9s personalitzades). No obstant, aquesta tecnologia intel\u00b7ligent haur\u00e0 de disposar d\u2019una \u201cl\u00f2gica conversacional humana en el disseny de la interacci\u00f3\u201d que ser\u00e0 proporcionada per les empreses.<\/p>\n

D\u2019altra banda, la segona tend\u00e8ncia reflectida a l\u2019informe de Forrester indica que la innovaci\u00f3 tecnol\u00f2gica tamb\u00e9 s\u2019utilitza per capacitar als empleats d\u2019atenci\u00f3 al client, millorar la seva experi\u00e8ncia, i proporcionar una millor col\u00b7laboraci\u00f3 entre la interf\u00edcie d\u2019usuari i l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n

Segons Forrester, tampoc aqu\u00ed s\u2019ha de perdre de vista el factor hum\u00e0, en tant que les empreses han de prioritzar \u201cles necessitats humanes sobre la tecnologia\u201d, portar \u201cla innovaci\u00f3 al cor del negoci\u201d, i \u201caconseguir un equilibri entre les necessitats dels clients i les dels empleats\u201d.<\/p>\n

L\u2019informe<\/strong><\/a> de Forrester conclou que les empreses innovadores busquen noves tecnologies que permetin noves formes d\u2019involucrar-se amb els seus clients<\/strong>, al temps que ofereix tota una s\u00e8rie d\u2019exemples i consells per millorar l\u2019<\/strong>experi\u00e8ncia dels clients<\/strong><\/a> digitals<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Durant l\u2019\u00faltima d\u00e8cada, l\u2019evoluci\u00f3 tecnol\u00f2gica ha transformat radicalment les expectatives dels consumidors respecte de les empreses que volen liderar l\u2019experi\u00e8ncia digital dels clients i trobar vies que facilitin l\u2019\u00fas de la tecnologia d\u2019una manera m\u00e9s eficient i intel\u00b7ligent. No obstant, malgrat que les empreses continuen innovant des d\u2019un punt de vista tecnol\u00f2gic, tamb\u00e9 necessiten mantenir… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":27586,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33013","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nEl factor hum\u00e0 preval sobre la tecnologia en 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\/blog\/factor-humano-prevalece-la-tecnologia-la-atencion-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El factor hum\u00e0 preval sobre la tecnologia en l\u2019atenci\u00f3 al client - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Durant l\u2019\u00faltima d\u00e8cada, l\u2019evoluci\u00f3 tecnol\u00f2gica ha transformat radicalment les expectatives dels consumidors respecte de les empreses que volen liderar l\u2019experi\u00e8ncia digital dels clients i trobar vies que facilitin l\u2019\u00fas de la tecnologia d\u2019una manera m\u00e9s eficient i intel\u00b7ligent. 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