{"id":33214,"date":"2018-06-19T14:19:43","date_gmt":"2018-06-19T12:19:43","guid":{"rendered":"https:\/\/enreach.es\/blog\/7-tendencies-per-definir-lestrategia-gestio-personal-call-center\/"},"modified":"2022-06-23T13:50:43","modified_gmt":"2022-06-23T13:50:43","slug":"7-tendencies-per-definir-lestrategia-gestio-personal-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/7-tendencies-per-definir-lestrategia-gestio-personal-call-center\/","title":{"rendered":"7 tend\u00e8ncies per definir l\u2019estrat\u00e8gia de gesti\u00f3 de personal en un call center"},"content":{"rendered":"

En ess\u00e8ncia, l\u2019objectiu d\u2019una estrat\u00e8gia de gesti\u00f3 de personal \u00e9s formar als agents per oferir excel\u00b7lents experi\u00e8ncies als clients. En l\u2019era de la centricitat del client s\u00f3n ells els que determinen qu\u00e8 constitueix una gran experi\u00e8ncia.<\/p>\n

Segons l\u2019informe \u201cWorkforce Management\u201d, elaborat per CCW Digital cada cop m\u00e9s s\u00f3n les empreses que reconeixen la flu\u00efdesa de l\u2019estrat\u00e8gia de gesti\u00f3 de personal i que saben que els processos i tecnologies que van impulsar la productivitat en el passat poden no ser efectius en el present i en el futur.<\/p>\n

Aquestes organitzacions est\u00e0 prestant atenci\u00f3 a les tend\u00e8ncies clau que defineixen com les empreses han d\u2019involucrar als clients i, a la vegada, com les empreses han d\u2019administrar la gesti\u00f3 de personal en el centre de contacte.<\/p>\n

Set tend\u00e8ncies que afecten a la gesti\u00f3 del personal en un call center<\/strong><\/h5>\n

1.- Experi\u00e8ncia fluida:<\/strong> els clients exigeixen interaccions r\u00e0pides i f\u00e0cils amb les organitzacions, \u00e9s a dir, estan demandant una \u201cexperi\u00e8ncia fluida\u201d. L\u2019estrat\u00e8gia de gesti\u00f3 personal ha d\u2019empoderar als agents perqu\u00e8 lliurin aquestes experi\u00e8ncies als clients. Han de saber com comunicar-se de forma natural, intu\u00eftiva, informativa i concisa. Tamb\u00e9 han de ser capa\u00e7os de navegar de manera r\u00e0pida i sense problemes a trav\u00e9s dels sistemes, incl\u00f2s el CRM i les eines de la base de dades, per garantir que puguin donar informaci\u00f3 precisa i rellevant sense demora.<\/p>\n

2.- Experi\u00e8ncia personalitzada:<\/strong> els clients no requereixen, o fins i tot desitgen, converses en profunditat. No obstant, esperen que la interacci\u00f3 s\u2019adapti a les seves circumst\u00e0ncies espec\u00edfiques. Esperen que l\u2019organitzaci\u00f3 i els seus agents s\u00e0piguen qui s\u00f3n, per qu\u00e8 estan trucant i qu\u00e8 \u00e9s el que desitgen.<\/p>\n

La gesti\u00f3 de personal ha de facilitar aquesta forma de personalitzaci\u00f3. Els agents han de tenir acc\u00e9s instantani a tota la informaci\u00f3 rellevant sobre el client, l\u2019historial d\u2019interaccions del client i el producte o problema sobre el que estan trucant<\/strong>. L\u2019agent, a m\u00e9s, ha de ser capa\u00e7 d\u2019adaptar-se a la personalitat del client i al seu estil de comunicaci\u00f3.<\/p>\n

3.- Coher\u00e8ncia entre els canals:<\/strong> el moviment omnicanal requereix que les organitzacions ofereixin grans experi\u00e8ncies on els clients escullin interactuar. Els agents han d\u2019estar preparats per satisfer aquesta demanda. Les cues i els sistemes de CRM<\/a><\/strong> han d\u2019abastar tots els canals per garantir que l\u2019agent tingui una vista de 360 graus del client. Aquests empleats, a m\u00e9s, han de sentir-se c\u00f2modes comunicant-se en la majoria o en tots els canals.<\/p>\n

4.- Converses d\u2019alta complexitat<\/strong>: a mesura que els canals d\u2019autoservei<\/strong> es tornen m\u00e9s prevalents i robustos, els clients es tornen menys dependents de l\u2019assist\u00e8ncia dels agents per a q\u00fcestions simples. Si es posen en contacte amb un agent (i, espec\u00edficament, si truquen a un agent), ser\u00e0 amb el prop\u00f2sit de resoldre assumptes m\u00e9s complexos.<\/p>\n

Els agents han d\u2019estar preparats. No poden ser robots que simplement repeteixin informaci\u00f3n: han de ser experts vers\u00e0tils capa\u00e7os d\u2019interpretar i resoldre de forma r\u00e0pida i precisa reptes complicats i desconeguts. No poden simplement \u201cescoltar\u201d el que diuen els clients; necessiten \u201cescoltar\u201d el que els clients realment demanden.<\/p>\n

5.- Col\u00b7laboraci\u00f3 amb altres departaments:<\/strong> les empreses han de garantir que els empleats puguin comunicar-se sense problemes entre els diversos departaments. Culturalment, han d\u2019assegurar-se que els empleats tinguin una comprensi\u00f3 s\u00f2lida de com tots els departaments de l\u2019empresa s\u2019impliquen i valoren l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n

6.- Adaptaci\u00f3 a la mobilitat dels empleats:<\/strong> la generaci\u00f3 millennial posseix una set de mobilitat. Per donar cabuda a aquesta demanda, les organitzacions han d\u2019adaptar-se a aquesta nova tend\u00e8ncia de mobilitat laboral<\/strong>. No poden centrar-se simplement en empoderar als agents per realitzar les tasques d\u2019avui; necessiten preparar agents per un futur diferent.<\/p>\n

7.- Call center flexible:<\/strong> l\u2019equip d\u2019experi\u00e8ncia del client ja no est\u00e0 restringit al \u201ccentre de contacte\u201d convencional. Segons l\u2019informe<\/a>, els agents no estan asseguts en files de cubiculums sin\u00f3 que treballen en diferents edificis o oficines regionals. Alguns fins i tot teletreballen. La gesti\u00f3 de personal ha de tenir en compte aquesta realitat de \u201cflexibilitat laboral\u201d<\/strong>. Ha de promoure una col\u00b7laboraci\u00f3 fluida, un rendiment consistent i una cultura unificada entre els agents que no necess\u00e0riament estan al mateix pa\u00eds, i molt menys a la mateixa oficina.<\/p>\n","protected":false},"excerpt":{"rendered":"

En ess\u00e8ncia, l\u2019objectiu d\u2019una estrat\u00e8gia de gesti\u00f3 de personal \u00e9s formar als agents per oferir excel\u00b7lents experi\u00e8ncies als clients. En l\u2019era de la centricitat del client s\u00f3n ells els que determinen qu\u00e8 constitueix una gran experi\u00e8ncia. Segons l\u2019informe \u201cWorkforce Management\u201d, elaborat per CCW Digital cada cop m\u00e9s s\u00f3n les empreses que reconeixen la flu\u00efdesa de… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28458,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33214","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n7 tend\u00e8ncies per definir l\u2019estrat\u00e8gia de gesti\u00f3 de personal en un call center - 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\/7-tendencias-definir-la-estrategia-gestion-personal-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 tend\u00e8ncies per definir l\u2019estrat\u00e8gia de gesti\u00f3 de personal en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"En ess\u00e8ncia, l\u2019objectiu d\u2019una estrat\u00e8gia de gesti\u00f3 de personal \u00e9s formar als agents per oferir excel\u00b7lents experi\u00e8ncies als clients. 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