{"id":33203,"date":"2018-05-24T08:56:41","date_gmt":"2018-05-24T06:56:41","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-lautomatitzacio-important-per-millorar-lexperiencia-client\/"},"modified":"2022-06-23T13:50:39","modified_gmt":"2022-06-23T13:50:39","slug":"per-lautomatitzacio-important-per-millorar-lexperiencia-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-lautomatitzacio-important-per-millorar-lexperiencia-client\/","title":{"rendered":"Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client?"},"content":{"rendered":"<p>Segons un estudi de CCW Digital, l\u2019automatitzaci\u00f3 representa un important focus d\u2019inversi\u00f3 en el sector dels contact center. Millorar la satisfacci\u00f3 dels clients i reduir l\u2019esfor\u00e7 en la seva comunicaci\u00f3 amb les empreses s\u00f3n dos reptes clau pels call center durant aquest any. Per\u00f2, per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client?.<\/p>\n<p>Com la majoria de les organitzacions no poden tenir agents actius que es relacionen instant\u00e0niament amb tots els clients per resoldre els problemes, adopten l\u2019<strong>automatitzaci\u00f3 com una necessitat pr\u00e0ctica<\/strong>. L\u2019\u00fanic que es requereix \u00e9s que els bots o d\u2019altres formes d\u2019autoservei impulsades per intel\u00b7lig\u00e8ncia artificial siguin \u201csuficientment bons\u201d per ajudar als clients quan els agents no estiguin presents. D\u2019altres empreses veuen l\u2019automatitzaci\u00f3 com un mecanisme per reduir els costos operatius. Es centren exclusivament en aprofitar els bots per <strong>automatitzar les tasques rutin\u00e0ries i repetitives que no requereixen d\u2019un toc hum\u00e0<\/strong>.<\/p>\n<p>En ambd\u00f3s casos, els l\u00edders dels centres d\u2019atenci\u00f3 al client ignoren el valor real de l\u2019automatitzaci\u00f3: la <strong>capacitat d\u2019augmentar el comprom\u00eds dels usuaris<\/strong>. Les tecnologies d\u2019automatitzaci\u00f3 poden oferir una millor experi\u00e8ncia pels clients, aix\u00ed com augmentar la satisfacci\u00f3 dels agents.<\/p>\n<h5><strong>Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client?<\/strong><strong>\u00a0<\/strong><\/h5>\n<p><strong>1.- Ajuda a comprendre als teus clients: <\/strong>Totes les iniciatives d\u2019automatitzaci\u00f3 de front-end tenen un impacte en l\u2019experi\u00e8ncia del client. Per comprendre el valor d\u2019un projecte en particular, \u00e9s imprescindible considerar els perfils, necessitats, desitjos i expectatives dels clients. Com pot contribuir l\u2019automatitzaci\u00f3 a millorar el \u2018customer journey\u2019?<\/p>\n<ul>\n<li>Identifica les tasques per les quals les solucions d\u2019automatitzaci\u00f3 s\u00f3n m\u00e9s importants.<\/li>\n<li>Ajuda a crear valor addicional pels clients.<\/li>\n<li>Centra els esfor\u00e7os en generar experi\u00e8ncies m\u00e9s satisfact\u00f2ries i valuoses pels usuaris.<\/li>\n<\/ul>\n<p><strong>2.- Facilita la gesti\u00f3 dels colls d\u2019ampolla del rendiment: <\/strong>L\u2019automatitzaci\u00f3 de processos representa un focus fonamental per a les empreses. Segons l\u2019estudi de CCW Digital, <strong>el 85% de les organitzacions t\u00e9 planificat utilitzar l\u2019automatitzaci\u00f3 per millorar el rendiment dels seus contact center el 2018<\/strong>. A m\u00e9s, el 30% d\u2019elles afirma que l\u2019automatitzaci\u00f3 jugar\u00e0 un paper clau en la gesti\u00f3 del rendiment.<\/p>\n<p>L\u2019\u00e8xit o el frac\u00e0s de les iniciatives d\u2019automatitzaci\u00f3 de processos requereix d\u2019una execuci\u00f3 adequada. Aquesta execuci\u00f3 dep\u00e8n d\u2019una gesti\u00f3 precisa dels colls d\u2019ampolla de rendiment (i les oportunitats) dins d\u2019un centre d\u2019atenci\u00f3 al client.<\/p>\n<p><strong>Les organitzacions han d\u2019identificar els reptes o les tasques internes que impedeixen als empleats dedicar el seu temps al treball d\u2019alt valor<\/strong>. D\u2019altra banda, a l\u2019identificar la connexi\u00f3 entre els sistemes interns i la qualitat del comprom\u00eds, les empreses descobriran oportunitats per usar l\u2019automatitzaci\u00f3 amb l\u2019objectiu de tenir m\u00e9s temps per interactuar amb els clients.<\/p>\n<p><strong>3.- Ajuda a entendre als teus agents: <\/strong>L\u2019automatitzaci\u00f3 tamb\u00e9 pot ser una via cap a una millor experi\u00e8ncia d\u2019agent. Per aix\u00f2, l\u2019organitzaci\u00f3 necessita determinar les necessitats dels agents. Un enfoc centrat en l\u2019agent per a l\u2019automatitzaci\u00f3 funciona de la mateixa manera (i produeix el mateix tipus de beneficis) que un enfoc centrat en el client.<\/p>\n<p><strong>4.- Millora la comprensi\u00f3 de l\u2019estrat\u00e8gia del contact center: <\/strong>La baixa apreciaci\u00f3 de l\u2019automatitzaci\u00f3 \u00e9s un tema central de l\u2019<a href=\"https:\/\/ccwexchangeusa.iqpc.com\/downloads\/ccw-digital-special-report-cx-automation\">estudio<\/a> de CCW Digital. Aquesta manca d\u2019apreciaci\u00f3 es manifesta en la mesura que les empreses veuen l\u2019automatitzaci\u00f3 com una forma de reduir costos en lloc d\u2019una forma d\u2019elevar el comprom\u00eds. Tamb\u00e9 pot implicar que les empreses vegin l\u2019automatitzaci\u00f3 com una forma de realitzar tasques individuals en lloc d\u2019una forma de transformar l\u2019estrat\u00e8gia general de contacte amb el client.<\/p>\n<p>Per maximitzar el valor de les inversions en automatitzaci\u00f3, els contact center han de considerar com <strong>l\u2019automatitzaci\u00f3 canvia l\u2019experi\u00e8ncia del client front-end, optimitza el flux de treball i millora el comprom\u00eds de l\u2019agent<\/strong>.<\/p>\n<h5><strong>Augmentar el comprom\u00eds dels clients<\/strong><\/h5>\n<p>A l\u2019avaluar les oportunitats a trav\u00e9s d\u2019aquests quatre aspectes clau: clients, rendiment, agents i contact center, les organitzacions identificaran els mecanismes a trav\u00e9s dels quals l\u2019automatitzaci\u00f3 pot millorar el comprom\u00eds dels clients.<\/p>\n<p>Una forma popular d\u2019automatitzaci\u00f3, per exemple, consisteix en proporcionar una \u201cpantalla emergent\u201d amb les dades dels clients en el moment en qu\u00e8 els agents atenen una trucada. Aquest tipus d\u2019automatitzaci\u00f3 nom\u00e9s \u00e9s possible <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/integracio\">si el CRM de l\u2019empresa i el sistema de telefonia estan integrats<\/a><\/strong>. D\u2019aquesta manera, els agents poden oferir una <strong>atenci\u00f3 personalitzada als clients<\/strong>.<\/p>\n<p>En conclusi\u00f3, segons l\u2019estudi, els contact center han de centrar els seus esfor\u00e7os en utilitzar l\u2019automatitzaci\u00f3 per augmentar el comprom\u00eds dels clients, millorar la seva experi\u00e8ncia, aix\u00ed com augmentar la satisfacci\u00f3 dels agents.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Segons un estudi de CCW Digital, l\u2019automatitzaci\u00f3 representa un important focus d\u2019inversi\u00f3 en el sector dels contact center. Millorar la satisfacci\u00f3 dels clients i reduir l\u2019esfor\u00e7 en la seva comunicaci\u00f3 amb les empreses s\u00f3n dos reptes clau pels call center durant aquest any. Per\u00f2, per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client?. Com&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-lautomatitzacio-important-per-millorar-lexperiencia-client\/\" title=\"Read Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28704,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33203","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>Per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de 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\/la-automatizacion-importante-mejorar-la-experiencia-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 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Segons un estudi de CCW Digital, l\u2019automatitzaci\u00f3 representa un important focus d\u2019inversi\u00f3 en el sector dels contact center. 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Millorar la satisfacci\u00f3 dels clients i reduir l\u2019esfor\u00e7 en la seva comunicaci\u00f3 amb les empreses s\u00f3n dos reptes clau pels call center durant aquest any. Per\u00f2, per qu\u00e8 l\u2019automatitzaci\u00f3 \u00e9s important per millorar l\u2019experi\u00e8ncia de client?. Com... 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