{"id":33084,"date":"2017-12-21T06:00:14","date_gmt":"2017-12-21T05:00:14","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-els-agents-clau-futur-latencio-al-client\/"},"modified":"2022-06-23T13:50:27","modified_gmt":"2022-06-23T13:50:27","slug":"per-els-agents-clau-futur-latencio-al-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-els-agents-clau-futur-latencio-al-client\/","title":{"rendered":"Per qu\u00e8 els agents s\u00f3n clau en el futur de l\u2019atenci\u00f3 al client?"},"content":{"rendered":"

L\u2019optimitzaci\u00f3 de l\u2019atenci\u00f3 al client i de l\u2019experi\u00e8ncia del client resulten crucials per a la bona marxa dels negocis. Per aix\u00f2, cada cop s\u00f3n m\u00e9s les organitzacions que prenen consci\u00e8ncia d\u2019aix\u00f2 i integren aquest aspecte a les seves l\u00ednies mestres estrat\u00e8giques. Per\u00f2, per qu\u00e8 els agents s\u00f3n clau en el futur de l\u2019atenci\u00f3 al client?<\/p>\n

Customer Contact Week Digital ha publicat recentment un interessant informe titulat \u201cEl futur dels empleats CX\u201d en qu\u00e8 planteja el futur dels agents d\u2019atenci\u00f3 al client partint d\u2019una senzilla premissa: \u201cagents feli\u00e7os=clients feli\u00e7os\u201d.<\/p>\n

Per qu\u00e8 els agents s\u00f3n clau en el futur de l\u2019atenci\u00f3 al client?<\/strong><\/h5>\n

En primer lloc, es planteja la m\u00e0xima de qu\u00e8, si la satisfacci\u00f3 del client \u00e9s un objectiu final, la satisfacci\u00f3 de l\u2019agent ha de ser una prioritat essencial per a les empreses donat que s\u00f3n els <\/strong>agents<\/strong><\/a> els qui executen l\u2019estrat\u00e8gia d\u2019experi\u00e8ncia del client<\/strong>, s\u00f3n els qui representen a la marca i, en definitiva, \u00e9s el seu comportament el que impulsar\u00e0 amb major for\u00e7a la satisfacci\u00f3 del client.<\/p>\n

Quan els empleats de CX estan satisfets amb la seva vida laboral i senten passi\u00f3 i convenciment per la marca a la qual representen, \u00e9s molt m\u00e9s probable que proporcionin una experi\u00e8ncia de client excepcional; el seu entusiasme quedar\u00e0 reflectit en la seva actitud i comportament, i el seu comprom\u00eds ser\u00e0 visible en l\u2019execuci\u00f3 de les seves tasques i funcions. En definitiva, els \u201cagents feli\u00e7os\u201d oferiran millors resultats pels clients i els clients quedaran m\u00e9s satisfets en la seva interacci\u00f3 amb l\u2019empresa, augmentant aix\u00ed la seva fidelitzaci\u00f3 i obtenint una millora del negoci<\/strong>.<\/p>\n

D\u2019altra banda, l\u2019afirmaci\u00f3 de l\u2019inici de l\u2019article: \u201cagents feli\u00e7os=clients feli\u00e7os\u201d tamb\u00e9 revela que els agents s\u00f3n m\u00e9s valuosos per a les empreses no quan actuen des del coneixement de l\u2019empresa, sin\u00f3 quan es connecten amb els clients. Els agents representen el rostre hum\u00e0 del negoci<\/strong>, l\u2019oportunitat de l\u2019empresa per transformar-se des d\u2019una entitat an\u00f2nima que processa transaccions impersonals adquirint una identitat humana \u00fanica que ajuda a generar i sostenir relacions \u00faniques i leg\u00edtimes amb els clients.<\/p>\n

La participaci\u00f3 del client est\u00e0 canviant: estan llestos els teus agents?<\/strong><\/h5>\n

Els clients volen respostes r\u00e0pides i personalitzades, i les empreses que puguin combinar tecnologia per fer que l\u2019experi\u00e8ncia del client sigui m\u00e9s r\u00e0pida i f\u00e0cil amb aquell toc hum\u00e0 s\u00f3n les que guanyaran. Per tant, la tecnologia pot (i hauria de) augmentar l\u2019element hum\u00e0 de l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n

Les empreses hauran de millorar les plataformes d\u2019autoservei i implementar sistemes per automatitzar les tasques del centre d\u2019atenci\u00f3 al client<\/strong>, per\u00f2 tamb\u00e9 hauran d\u2019assegurar-se de qu\u00e8 els agents puguin executar la seva funci\u00f3 en aquest nou escenari. Han de tenir la capacitat de connectar amb els clients mentre resolen els seus reptes \u00fanics, impredictibles i complexes. Aix\u00ed, tecnologies com l\u2019IVR<\/strong><\/a> eliminen el rol dels agents en el maneig de tasques simples i rutin\u00e0ries<\/strong>.<\/p>\n

L\u2019informe \u201cThe Future of CX Employees\u201d revela com el mercat canviant modifica la funci\u00f3 de l\u2019agent dins del contact center<\/strong>. La formaci\u00f3 correcta, la capacitaci\u00f3 adequada, la motivaci\u00f3 correcta, l\u2019entorn adequat i les estrat\u00e8gies correctes de participaci\u00f3 dels agents, els prepararan per un futur en qu\u00e8 puguin fer all\u00f2 que se suposa que han de fer: participar de manera significativa amb els clients.<\/p>\n","protected":false},"excerpt":{"rendered":"

L\u2019optimitzaci\u00f3 de l\u2019atenci\u00f3 al client i de l\u2019experi\u00e8ncia del client resulten crucials per a la bona marxa dels negocis. Per aix\u00f2, cada cop s\u00f3n m\u00e9s les organitzacions que prenen consci\u00e8ncia d\u2019aix\u00f2 i integren aquest aspecte a les seves l\u00ednies mestres estrat\u00e8giques. Per\u00f2, per qu\u00e8 els agents s\u00f3n clau en el futur de l\u2019atenci\u00f3 al client?… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33085,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33084","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nPer qu\u00e8 els agents s\u00f3n clau en el futur de 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\/los-agentes-clave-futuro-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=\"Per qu\u00e8 els agents s\u00f3n clau en el futur de l\u2019atenci\u00f3 al client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"L\u2019optimitzaci\u00f3 de l\u2019atenci\u00f3 al client i de l\u2019experi\u00e8ncia del client resulten crucials per a la bona marxa dels negocis. Per aix\u00f2, cada cop s\u00f3n m\u00e9s les organitzacions que prenen consci\u00e8ncia d\u2019aix\u00f2 i integren aquest aspecte a les seves l\u00ednies mestres estrat\u00e8giques. Per\u00f2, per qu\u00e8 els agents s\u00f3n clau en el futur de l\u2019atenci\u00f3 al client?... 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