{"id":33110,"date":"2018-01-23T11:00:19","date_gmt":"2018-01-23T10:00:19","guid":{"rendered":"https:\/\/enreach.es\/blog\/8-prediccions-dels-call-center-milloraran-cx-2018\/"},"modified":"2022-06-23T13:50:30","modified_gmt":"2022-06-23T13:50:30","slug":"8-prediccions-dels-call-center-milloraran-cx-2018","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/8-prediccions-dels-call-center-milloraran-cx-2018\/","title":{"rendered":"8 prediccions dels call center que milloraran el CX el 2018"},"content":{"rendered":"

Durant l\u2019any passat, la comunitat dels call center ha estat testimoni de l\u2019ascens de la \u201cintel\u00b7lig\u00e8ncia artificial\u201d com una \u201ctecnologia potencialment interessant\u201d a un \u201cimprescindible del centre de contacte\u201d. En aquest sentit, CCW Digital ha elaborat un informe del qual es desprenen 8 prediccions dels call center que milloraran el CX el 2018.<\/p>\n

Totalment enfocats en la noci\u00f3 d\u2019un viatge d\u2019experi\u00e8ncia del client, els l\u00edders dels contact centers van canviar el seu enfoc per optimitzar aquell viatge. Espec\u00edficament, van comen\u00e7ar a explorar com les an\u00e0lisis, l\u2019automatitzaci\u00f3 i els sistemes unificats poden reduir l\u2019esfor\u00e7 del client <\/strong>(i maximitzar el valor pel client) en cada contacte amb l\u2019empresa.<\/p>\n

No obstant, les organitzacions tamb\u00e9 van considerar com afecten aquests aspectes a l\u2019experi\u00e8ncia de l\u2019agent. Les empreses van arribar a recon\u00e8ixer cada cop m\u00e9s que al proporcionar als agents les eines adequades, poden augmentar la satisfacci\u00f3 del client i mantenir als agents contents, compromesos i lleials.<\/p>\n

Tot i que els l\u00edders dels contact center no van passar la totalitat del 2017 posant el focus en la millor forma d\u2019oferir l\u2019experi\u00e8ncia del client, sin\u00f3 que tamb\u00e9 van considerar el tipus d\u2019experi\u00e8ncia que haurien de brindar.<\/p>\n

A m\u00e9s de quina era la millor forma d\u2019oferir una bona experi\u00e8ncia de client, les companyies van considerar el tipus d\u2019experi\u00e8ncia que haurien de brindar i van arribar a la conclusi\u00f3 que aquesta hauria de ser r\u00e0pida, f\u00e0cil i personalitzada<\/strong>.<\/p>\n

Quines oportunitats busquen els contact center per aportar m\u00e9s valor als clients?<\/strong><\/h5>\n

En lloc de lluitar per justificar la seva exist\u00e8ncia, els l\u00edders dels contact center finalment s\u2019enfoquen en assolir l\u2019excel\u00b7l\u00e8ncia<\/strong>. Les converses sobre \u201cautomatitzaci\u00f3\u201d, \u201cmapeig de viatges\u201d i \u201coptimitzaci\u00f3 de l\u2019experi\u00e8ncia de l\u2019agent\u201d que van dominar el 2017 s\u00f3n insuficients pel 2018. El temps per \u201cexperimentar\u201d amb noves tecnologies o \u201cconsiderar\u201d formes d\u2019integrar experi\u00e8ncies ha arribat i ha marxat.<\/p>\n

El canvi ara es refereix a l\u2019acci\u00f3: Qu\u00e8 exigeixen espec\u00edficament els clients? Qu\u00e8 requereix un call center (i els seus agents) per satisfer aquestes demandes? Com poden els l\u00edders aprofitar les estrat\u00e8gies, les iniciatives de gesti\u00f3 i la tecnologia per fomentar l\u2019empoderament necessari?<\/p>\n

El que fa que aquest any sigui diferent (i especial) \u00e9s que els sistemes i plans d\u2019acci\u00f3 necessaris ja no s\u00f3n te\u00f2rics (estan aqu\u00ed). La intel\u00b7lig\u00e8ncia artificial no \u00e9s una \u201cidea\u201d, sin\u00f3 que realment pot automatitzar i optimitzar l\u2019autoservei, el flux de treball i d\u2019altres tasques clau dels contact center<\/strong>.<\/p>\n

2018 no \u00e9s nom\u00e9s un any d\u2019oportunitat per a l\u2019espai de contacte amb el client. \u00c9s un any d\u2019urg\u00e8ncia. Per aix\u00f2, CCW Digital ha recopilat en un informe<\/a> prediccions i recomanacions de diversos experts en contacte amb clients.<\/p>\n

8 prediccions dels call center que milloraran el CX el 2018<\/strong><\/h5>\n

1.- El suport al client d\u2019autoservei<\/a><\/strong> seguir\u00e0 augmentant la seva popularitat com una soluci\u00f3 \u00f2ptima.\u00a0<\/strong><\/p>\n

2.- Si b\u00e9 la majoria de la gent sembla estar enfocada en la intel\u00b7lig\u00e8ncia artificial que s\u2019usa per comunicar-se amb el client, algunes companyies estan emprant-la per donar suport a l\u2019agent<\/strong>. La \u201cm\u00e0quina\u201d escolta la conversa entre l\u2019agent i el client i instant\u00e0niament li d\u00f3na a l\u2019agent la informaci\u00f3 necess\u00e0ria per respondre a les preguntes del client.<\/p>\n

3.- Per fer-ho encara m\u00e9s f\u00e0cil, els xat bots poden ser entrenats per saber quan passar casos als agents perqu\u00e8 la interacci\u00f3 del client sigui perfecta<\/strong>. Junts, els bots amb la intel\u00b7lig\u00e8ncia i humana es converteixen en canals de servei m\u00e9s efectius.<\/p>\n

4.- El 2018, l\u2019experi\u00e8ncia del client ser\u00e0 hiperpersonalitzada i proactiva. A mesura que les empreses recopilen m\u00e9s i m\u00e9s dades sobre clients actuals i potencials, ser\u00e0 molt m\u00e9s f\u00e0cil personalitzar cada experi\u00e8ncia, aix\u00ed com anticipar-se a les necessitats dels clients<\/strong>.<\/p>\n

5.- Les empreses haurien de facilitar que els clients arribin a les empreses a trav\u00e9s del seu canal d\u2019elecci\u00f3: segueix l\u2019aposta per l\u2019omnicanalitat<\/strong>.<\/p>\n

6.- Les m\u00e8triques convencionals dels contact center (temps mig de trucada, velocitat mitjana de resposta, resoluci\u00f3 en el primer contacte i fins i tot puntuaci\u00f3 de satisfacci\u00f3 del client) generalment s\u2019enfoquen en el resultat de l\u2019operaci\u00f3. En el futur, les organitzacions prestaran m\u00e9s atenci\u00f3 a les eines i circumst\u00e0ncies que potencien la productivitat de l\u2019agent<\/strong>.<\/p>\n

7.- Les empreses dirigeixen moltes de les seves iniciatives CX (Customer Experience) cap a nous clients. El 2018, la situaci\u00f3 canviar\u00e0 i les empreses es concentraran en comunicar nous desenvolupaments de CX a clients existents o perduts<\/strong>.<\/p>\n

8.- La \u201ccultura\u201d \u00e9s inq\u00fcestionablement important, per\u00f2 no informa completament sobre l\u2019experi\u00e8ncia de l\u2019agent. Els factors que influeixen en l\u2019exercici diari (capacitaci\u00f3, sistemes, eines, espais de treball, etc.). juguen un paper fonamental. El 2018, les organitzacions apreciaran cada cop m\u00e9s aquesta realitat i es centraran en potenciar tota l\u2019experi\u00e8ncia de l\u2019agent<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Durant l\u2019any passat, la comunitat dels call center ha estat testimoni de l\u2019ascens de la \u201cintel\u00b7lig\u00e8ncia artificial\u201d com una \u201ctecnologia potencialment interessant\u201d a un \u201cimprescindible del centre de contacte\u201d. En aquest sentit, CCW Digital ha elaborat un informe del qual es desprenen 8 prediccions dels call center que milloraran el CX el 2018. Totalment enfocats… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33111,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33110","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n8 prediccions dels call center que milloraran el CX el 2018 - 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\/8-predicciones-los-call-center-mejoraran-cx-2018\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 prediccions dels call center que milloraran el CX el 2018 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Durant l\u2019any passat, la comunitat dels call center ha estat testimoni de l\u2019ascens de la \u201cintel\u00b7lig\u00e8ncia artificial\u201d com una \u201ctecnologia potencialment interessant\u201d a un \u201cimprescindible del centre de contacte\u201d. 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