{"id":33065,"date":"2017-11-21T06:00:05","date_gmt":"2017-11-21T05:00:05","guid":{"rendered":"https:\/\/enreach.es\/blog\/els-contact-centers-nuvol-augmenten-63-2013-i-2017\/"},"modified":"2022-06-23T13:50:24","modified_gmt":"2022-06-23T13:50:24","slug":"els-contact-centers-nuvol-augmenten-63-2013-i-2017","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/els-contact-centers-nuvol-augmenten-63-2013-i-2017\/","title":{"rendered":"Els contact centers en el n\u00favol augmenten un 63% entre 2013 i 2017"},"content":{"rendered":"<p>L\u2019adopci\u00f3 de tecnologia en el n\u00favol est\u00e0 a l\u2019al\u00e7a. Entre els mesos de mar\u00e7 i maig de 2017, Aberdeen va realitzar una enquesta a 322 contact centers sobre les tend\u00e8ncies clau i les millors pr\u00e0ctiques que influeixen en les seves activitats. Aix\u00f2 va ser una continuaci\u00f3 d\u2019estudis similars duts a terme entre 2013 i 2015, que va enquestar a 748 empreses total. Un dels descobriments m\u00e9s sorprenents a l\u2019analitzar les tend\u00e8ncies d\u2019un any a un altre en aquestes enquestes va ser l\u2019<strong>increment en l\u2019adopci\u00f3 de tecnologia cloud, ja que els contact centers en el n\u00favol augmenten un 63% entre 2013 i 2017<\/strong>.<\/p>\n<p>La l\u00ednia de tend\u00e8ncia suggereix que el 2018 probablement sigui l\u2019any en qu\u00e8 m\u00e9s del 50% dels centres d\u2019atenci\u00f3 al client seran desplegats en el n\u00favol.<\/p>\n<h5><strong>Qu\u00e8 impulsa l\u2019adopci\u00f3 de tecnologia en el n\u00favol?<\/strong><\/h5>\n<p>Les empreses inverteixen en tecnologia cloud per implementar <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\">contact centers en el n\u00favol<\/a> <\/strong>per m\u00faltiples raons.<\/p>\n<p>Una de les principals raons per les quals les empreses inverteixen en tecnologia en el n\u00favol \u00e9s l\u2019<strong>agilitat financera <\/strong>i l\u2019<strong>empoderament dels agents<\/strong>. Les dades mostren que el 79% dels call centers passen de les instal\u00b7lacions en el n\u00favol anticipant-se a la conversi\u00f3 de costos fixes (com les inversions inicials en hardware i software necessaris per executar un centre de contacte a les instal\u00b7lacions) a costos variables.<\/p>\n<p>D\u2019altra banda, <strong>el 74% dels contact centers esperen capacitar als seus agents amb l\u2019acc\u00e9s a aplicacions<\/strong> que d\u2019una altra manera no podrien pagar degut a les fortes inversions inicials requerides per un model a les instal\u00b7lacions. En conjunt, aquests dos factors indiquen que<strong> les empreses recorren a la tecnologia en el n\u00favol principalment per obtenir guanys financers i efici\u00e8ncia operativa<\/strong>.<\/p>\n<p>De fet, el percentatge d\u2019empreses que citen un <strong>temps d\u2019activitat millorat <\/strong>i una <strong>menor depend\u00e8ncia de TI <\/strong>amb objectius per impulsar les seves inversions en tecnologia cloud recolza aquesta afirmaci\u00f3.<\/p>\n<p>L\u2019<a href=\"https:\/\/www.aspect.com\/globalassets\/files\/cloud-contact-center_-customer-centricity-with-greater-agility-less-cost.pdf\">informe<\/a> elaborat per la firma Aberdeen Group sota el t\u00edtol \u201cCloud Contact Center: Customer Centricity with Great Agility &amp; Less Cost\u201d posa de manifest que, a m\u00e9s d\u2019aquests beneficis, els millors contact centers en el n\u00favol superen als seus competidors en la millora, any rere any, de les seg\u00fcents m\u00e8triques:<\/p>\n<ul>\n<li><strong>Productivitat de l\u2019agent:<\/strong> 25,1% enfront al 4,1% de la resta.<\/li>\n<li><strong>Valor de vida del client:<\/strong> 15,9% enfront al 7,8% de la resta.<\/li>\n<li><strong>Cost mig por contacto con el client:<\/strong> 10,9% enfront al 2,2% de la resta.<\/li>\n<li><strong>Quantitat de SLA de qualitats complits:<\/strong> 9,7% enfront al 2,4% de la resta.<\/li>\n<\/ul>\n<p>Els resultats van revelar que <strong>els millors contact centers en el n\u00favol retenen un 60% m\u00e9s de la seva clientela i milloren les taxes de resoluci\u00f3 de primer contacte 11,1 vegades m\u00e9s que la resta, any rere any<\/strong>.<\/p>\n<p>La <strong>millora en les taxes de retenci\u00f3 de clients<\/strong> mostra que aquests empleats d\u2019alt rendiment han trobat formes de ser m\u00e9s adaptables per complir i superar les necessitats dels clients. Aquests resultats tamb\u00e9 <strong>augmenten les taxes d\u2019utilitzaci\u00f3 d\u2019agents i escur\u00e7ar els temps de gesti\u00f3 mitjos <\/strong>gr\u00e0cies a les eines i la informaci\u00f3 per resoldre els problemes dels clients que proporciona la tecnologia cloud. Aix\u00ed mateix, les dades mostren que els millors contact centers en el n\u00favol gaudeixen d\u2019una <strong>disminuci\u00f3 anual de 10,9% en els costos de serveis<\/strong>.<\/p>\n<h5><strong>Principals objectius complits pels contact centers en el n\u00favol<\/strong><\/h5>\n<ul>\n<li>El 44% de les organitzacions ha aconseguit que els seus agents tinguessin <strong>acc\u00e9s a millors aplicacions<\/strong> en el call center.<\/li>\n<\/ul>\n<ul>\n<li>El 38% de les empreses ha optat per una <strong>soluci\u00f3 Cloud Contact Center<\/strong> ha aconseguit implementar una <strong>estructura financera flexible<\/strong> al transformar els costos d\u2019implementaci\u00f3 fixes del centre d\u2019atenci\u00f3 a clients en costos variables.<\/li>\n<\/ul>\n<ul>\n<li>El 46% de las companyies ha aconseguit <strong>augmentar el temps d\u2019activitat gr\u00e0cies a la tecnologia en el n\u00favol<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>El 48% de les empreses ha aconseguit <strong>reduir la depend\u00e8ncia del seu equipo TI<\/strong> i emprar recursos TI assignats pr\u00e8viament en projectes innovadors.<\/li>\n<\/ul>\n<p>En conclusi\u00f3, <strong>el proc\u00e9s de migraci\u00f3 dels contact centers en el n\u00favol avan\u00e7a a pas ferm<\/strong>. Aix\u00ed mateix, en els propers anys les empreses que encara no han donat el salt al n\u00favol, adoptaran estrat\u00e8gies m\u00e9s adequades que ja hagin estat posades en pr\u00e0ctica per les millors amb la finalitat d\u2019assolir els objectius desitjats.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019adopci\u00f3 de tecnologia en el n\u00favol est\u00e0 a l\u2019al\u00e7a. Entre els mesos de mar\u00e7 i maig de 2017, Aberdeen va realitzar una enquesta a 322 contact centers sobre les tend\u00e8ncies clau i les millors pr\u00e0ctiques que influeixen en les seves activitats. Aix\u00f2 va ser una continuaci\u00f3 d\u2019estudis similars duts a terme entre 2013 i 2015,&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/els-contact-centers-nuvol-augmenten-63-2013-i-2017\/\" title=\"Read Els contact centers en el n\u00favol augmenten un 63% entre 2013 i 2017\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33066,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33065","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>Els contact centers en el n\u00favol augmenten un 63% entre 2013 i 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\/los-contact-centers-la-nube-aumentan-63-2013-2017\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Els contact centers en el n\u00favol augmenten un 63% entre 2013 i 2017 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"L\u2019adopci\u00f3 de tecnologia en el n\u00favol est\u00e0 a l\u2019al\u00e7a. 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