{"id":33097,"date":"2018-01-09T07:35:13","date_gmt":"2018-01-09T06:35:13","guid":{"rendered":"https:\/\/enreach.es\/blog\/les-10-habilitats-gran-contact-center-manager-necessita\/"},"modified":"2022-06-23T13:50:29","modified_gmt":"2022-06-23T13:50:29","slug":"les-10-habilitats-gran-contact-center-manager-necessita","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-10-habilitats-gran-contact-center-manager-necessita\/","title":{"rendered":"Les 10 habilitats que un gran contact center manager necessita"},"content":{"rendered":"

Una organitzaci\u00f3 pot adoptar una visi\u00f3 de centricitat del client. Pot contractar representants de servei al client amb molt talent. Pot invertir en una gran quantitat d\u2019eines i tecnologies innovadores. No obstant, aquestes qualitats positives no serveixen si la companyia no t\u00e9 un gran lideratge.<\/p>\n

Els contact center manager s\u00f3n la clau de l\u2019excel\u00b7l\u00e8ncia d\u2019un call center. Realitzen la visi\u00f3 pro-client, permeten als agents satisfer simult\u00e0niament als clients i millorar els resultats comercials, i ajuden a l\u2019organitzaci\u00f3 a aprofitar de manera \u00f2ptima els seus sistemes tecnol\u00f2gics.<\/p>\n

Per\u00f2 no tots els empleats s\u00f3n capa\u00e7os d\u2019arribar a aquesta important posici\u00f3. Es necessita un conjunt d\u2019habilitats i una mentalitat particular per dirigir un contact center cap a l\u2019\u00e8xit en el present i en el futur. CCW Digital ha identificat les 10 habilitats que un gran contact center manager necessita<\/strong>:<\/p>\n

1.- Destresa pel coaching<\/strong><\/p>\n

La investigaci\u00f3 de CCW Digital<\/a> confirma que el coaching \u00e9s l\u2019estrat\u00e8gia #1 per millorar el rendiment d\u2019un contact center. Tamb\u00e9 \u00e9s l\u2019estrat\u00e8gia m\u00e9s popular pel 2018 per millorar l\u2019experi\u00e8ncia de l\u2019agent<\/strong>. Un bon l\u00edder sap com empoderar significativament a cada agent individual: pot identificat les seves fortaleses, debilitats, prefer\u00e8ncies d\u2019aprenentatge i motivacions \u00faniques.<\/p>\n

2.- Exposici\u00f3 en primera l\u00ednia<\/strong><\/p>\n

Els contact center manager amb m\u00e9s \u00e8xit han passat una gran quantitat de temps interactuant amb els clients. \u00c9s m\u00e9s, els millors l\u00edders segueixen compromesos amb la primera l\u00ednia fins i tot despr\u00e9s de la transici\u00f3 a l\u2019administraci\u00f3. Conscients de la import\u00e0ncia de les interaccions de primera l\u00ednia, aprofiten cada oportunitat disponible per interactuar amb els clients reals. S\u2019uneixen a agents en trucades i fins i tot en interaccions de camp pr\u00f2pies.<\/p>\n

3.- Versatilitat<\/strong><\/p>\n

El canvi \u00e9s l\u2019\u00fanica constant en l\u2019entorn del contact center. Les demandes i expectatives dels clients poden canviar en qualsevol moment, fent que les millors pr\u00e0ctiques i m\u00e8triques existents es tornin obsoletes. La versatilitat \u00e9s una qualitat crucial pels futurs contact center manager, ja que han d\u2019estar llestos per ajudar a l\u2019organitzaci\u00f3 a assolir els seus objectius i missions de contacte amb el client, independentment de com evolucioni l\u2019entorn espec\u00edfic.<\/p>\n

4.- Conducta tranquil\u00b7la<\/strong><\/p>\n

Els contact center manager no s\u00f3n simplement responsables de comunicar informaci\u00f3 i assignar tasques. A trav\u00e9s del seu comportament i llenguatge, han d\u2019infondre confian\u00e7a en qu\u00e8 l\u2019organitzaci\u00f3 est\u00e0 preparada per fer front a un problema inesperat amb gran \u00e8xit.\u00a0<\/strong><\/p>\n

5.- Experi\u00e8ncia de negocis<\/strong><\/p>\n

Els contact center manager han de comprendre la import\u00e0ncia de la centralitzaci\u00f3 del client. Els millors l\u00edders combinen la seva passi\u00f3 per la centricitat del client amb un gran sentit de la intel\u00b7lig\u00e8ncia empresarial. Saben com administrar (i treballar dins dels l\u00edmits) d\u2019un pressupost. Saben com detectar i abordar les inefici\u00e8ncies de costos. Tamb\u00e9 saben com identificar i educar al seu equip sobre les connexions entre les m\u00e8triques d\u2019experi\u00e8ncia del client i els resultats comercials.<\/p>\n

6.- Flu\u00efdesa digital<\/strong><\/p>\n

Els clients d\u2019avui no nom\u00e9s aprecien la idea d\u2019interactuar en canals digitals. Esperen que les empreses ofereixin experi\u00e8ncies satisfact\u00f2ries en aquests canals. Per aix\u00f2, els contact center manager han d\u2019entendre els matisos dels canals online. Han de saber all\u00f2 que els clients esperen dels mitjans digitals i la millor forma d\u2019entrenar als agents per complir amb les expectatives.<\/p>\n

7.- Passi\u00f3 per la tecnologia<\/strong><\/p>\n

L\u2019automatitzaci\u00f3 i simplificaci\u00f3 de les tasques clau ofereix una experi\u00e8ncia d\u2019agent i de client m\u00e9s favorable. Aquest confort tecnol\u00f2gic \u00e9s particularment valu\u00f3s en l\u2019era actual de solucions externalitzades basades en el n\u00favol<\/strong><\/a>. Assegura que els contact center manager puguin col\u00b7laborar efica\u00e7ment amb tots els prove\u00efdors de tecnologia, optimitzant el ROI de les inversions de tercers.<\/p>\n

8.- Habilitats de presentaci\u00f3<\/strong><\/p>\n

Les presentacions s\u00f3n una responsabilitat clau pels contact center manager. Necessitaran rutin\u00e0riament comunicar les necessitats, idees, casos comercials, directives, bones not\u00edcies i males not\u00edcies a diverses parts interessades dins del negoci.<\/p>\n

9.- Compet\u00e8ncies principals de gesti\u00f3<\/strong><\/p>\n

Els contact center manager han de tenir una incre\u00efble capacitat d\u2019administraci\u00f3 del temps. Els grans l\u00edders dels contact center tamb\u00e9 s\u00f3n capa\u00e7os d\u2019inculcar cultura i inspirar el rendiment. No nom\u00e9s assignen tasques, sin\u00f3 que construeixen entorns centrats en el rendiment.<\/p>\n

10.- Ull pel talent<\/strong><\/p>\n

Per crear aquest entorn ideal, els contact center manager exitosos construeixen els millors equips possibles. Aprofitant un bon ull pel talent, una fort col\u00b7laboraci\u00f3 amb els recursos humans i la destresa en el reclutament, l\u2019entrevista i la incorporaci\u00f3, els grans l\u00edders portin a les persones adequades a l\u2019organitzaci\u00f3.<\/p>\n","protected":false},"excerpt":{"rendered":"

Una organitzaci\u00f3 pot adoptar una visi\u00f3 de centricitat del client. Pot contractar representants de servei al client amb molt talent. Pot invertir en una gran quantitat d\u2019eines i tecnologies innovadores. No obstant, aquestes qualitats positives no serveixen si la companyia no t\u00e9 un gran lideratge. Els contact center manager s\u00f3n la clau de l\u2019excel\u00b7l\u00e8ncia d\u2019un… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33098,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33097","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nLes 10 habilitats que un gran contact center manager necessita - 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\/las-10-habilidades-gran-contact-center-manager-necesita\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les 10 habilitats que un gran contact center manager necessita - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Una organitzaci\u00f3 pot adoptar una visi\u00f3 de centricitat del client. Pot contractar representants de servei al client amb molt talent. Pot invertir en una gran quantitat d\u2019eines i tecnologies innovadores. No obstant, aquestes qualitats positives no serveixen si la companyia no t\u00e9 un gran lideratge. Els contact center manager s\u00f3n la clau de l\u2019excel\u00b7l\u00e8ncia d\u2019un... 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