{"id":33244,"date":"2018-08-16T06:00:15","date_gmt":"2018-08-16T04:00:15","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-consells-per-analitzar-les-demandes-dels-clients-i-rendiment-dels-agents\/"},"modified":"2022-06-23T13:50:48","modified_gmt":"2022-06-23T13:50:48","slug":"5-consells-per-analitzar-les-demandes-dels-clients-i-rendiment-dels-agents","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-consells-per-analitzar-les-demandes-dels-clients-i-rendiment-dels-agents\/","title":{"rendered":"5 consells per analitzar les demandes dels clients i el rendiment dels agents"},"content":{"rendered":"

Actualment, l\u2019anal\u00edtica \u00e9s molt important en l\u2019atenci\u00f3 al client. Les dades mes destacables s\u00f3n aquelles que revelen el que est\u00e0 passant, per qu\u00e8 est\u00e0 passant o com pot millorar el call center. A m\u00e9s, proporcionen respostes contextualment rellevants, informaci\u00f3 i orientaci\u00f3 als actors adequats, en el punt de contacte correcte i en el moment apropiat.<\/p>\n

Per millorar les seq\u00fc\u00e8ncies de comandos i els protocols de capacitaci\u00f3, la intel\u00b7lig\u00e8ncia processable ofereix al lideratge del contact center una visi\u00f3 clara de com es comporten els processos, sistemes i agents. Per crear millors interaccions, la intel\u00b7lig\u00e8ncia accionable atorga als agents detalls sobre el problema, les cues de trucades i els clients espec\u00edfics amb els quals connecten.<\/p>\n

CCW Digital ha elaborat l\u2019informe<\/a> \u201cActionable Analytics\u201d en qu\u00e8 detalla les estrat\u00e8gies, processos i tecnologies que inspiraran l\u2019acci\u00f3 impulsada per les dades del centre de contacte. Per aix\u00f2, l\u2019organitzaci\u00f3 ha de recopilar, processar i presentar informaci\u00f3 que generi un canvi significatiu. Si no, l\u2019organitzaci\u00f3 no podr\u00e0 identificar els actors necessaris. Com a conseq\u00fc\u00e8ncia, no podr\u00e0 crear millors resultats pels clients i els agents.<\/p>\n

Per transformar l\u2019an\u00e0lisi d\u2019una \u201cvarietat de coneixements\u201d en un pla per prendre mesures, CCW Digital descriu 5 consells per analitzar les demandes dels clients i el rendiments dels agents<\/strong>:<\/p>\n

1.- Establir una visi\u00f3 realista<\/strong><\/h5>\n

Amb massa freq\u00fc\u00e8ncia, les organitzacions s\u2019enfoquen en resultats d\u2019alt valor i, al mateix temps, obstaculitzen l\u2019efic\u00e0cia dels seus esfor\u00e7os. Quan les seves visions s\u00f3n massa elevades, les organitzacions no saben com adquirir els coneixements m\u00e9s rellevants (per exemple, com mesurar l\u2019impacte immediat de les seves accions).<\/p>\n

Per impulsar el canvi, les empreses han d\u2019enfocar-se en oportunitats m\u00e9s immediates a menor escala. Qu\u00e8 pot canviar l\u2019organitzaci\u00f3 en aquest moment? Com afectar\u00e0 r\u00e0pidament aquest canvi al negoci?<\/p>\n

Donada la resist\u00e8ncia general de les organitzacions al canvi total i el desig d\u2019obtenir resultats immediats, un enfoc espec\u00edfic per a l\u2019an\u00e0lisi \u00e9s la t\u00e0ctica m\u00e9s pragm\u00e0tica: com m\u00e9s espec\u00edfica \u00e9s la pregunta, m\u00e9s fiable \u00e9s la resposta<\/strong>.<\/p>\n

2.- Dissecar la interacci\u00f3 del client<\/strong><\/h5>\n

Ja sigui ajudant a comprendre la intenci\u00f3 del client, abordar punts problem\u00e0tics o identificar oportunitats per un comprom\u00eds proactiu, l\u2019an\u00e0lisi ajuda als call center a prendre mesures<\/strong>. Els ajuda a transformar-se d\u2019una organitzaci\u00f3 que processa transaccions a una que crea valor constantment.<\/p>\n

3.- Respectar el \u2018customer journey\u2019<\/strong><\/h5>\n

D\u2019una banda, un centre d\u2019atenci\u00f3 al client ha de submergir-se en una interacci\u00f3 individual per comprendre que est\u00e0 funcionant, qu\u00e8 no i quines oportunitats existeixen. Ha d\u2019analitzar l\u2019experi\u00e8ncia a nivell desgranant-la i comprenent que aquesta interacci\u00f3 \u00e9s part d\u2019un viatge m\u00e9s ampli d\u2019experi\u00e8ncia del client.<\/p>\n

Al centrar-se en el viatge complet, l\u2019organitzaci\u00f3 pot comprendre el que succeeix entre les interaccions. Tamb\u00e9 proporciona al contact center el context necessari per optimitzar les interaccions individuals<\/strong>. Quan una empresa ent\u00e9n realment on ha estat i vol anar un client, pot anticipar les necessitats.<\/p>\n

4.- Desgranar el rendiment de l\u2019agent<\/strong><\/h5>\n

Els call center poden con\u00e8ixer el temps mig de trucada, el nombre de trucades ateses o la taxa de resoluci\u00f3 de primer contacte de cada agent. Fins i tot poden saber fins a quin punt els agents estan ajudant (o perjudicant) a CSAT i Net Promoted Score.<\/p>\n

No obstant, per oferir una millor experi\u00e8ncia del client<\/a><\/strong>, les organitzacions han d\u2019analitzar el rendiment de l\u2019agent amb la mateixa profunditat i rigor amb qu\u00e8 realitzen el recorregut del client. Han d\u2019aplicar les quatre preguntes fonamentals a cada problema de m\u00e8trica o rendiment: qu\u00e8 est\u00e0 passant, per qu\u00e8 est\u00e0 passant, qu\u00e8 passar\u00e0 i qu\u00e8 s\u2019ha de fer.<\/p>\n

5.- Posar \u00e8mfasi al mesurament del canvi <\/strong><\/h5>\n

Abans d\u2019implementar nous processos o sistemes, l\u2019organitzaci\u00f3 ha d\u2019establir expectatives clares i quantificables pel canvi. Quin impacte hauria de tenir d\u2019immediat? Quins resultats hauria de conduir en el futur?<\/p>\n

Amb resultats quantificables, l\u2019organitzaci\u00f3 obt\u00e9 a m\u00e9s una \u201cnarrativa\u201d que pot presentar a totes les parts interessades rellevants. Els agents poden veure i apreciar l\u2019impacte immediat del seu treball, mentre que els executius obtenen una perspectiva m\u00e9s detallada del ROI<\/strong>.<\/p>\n

En conclusi\u00f3, segons CCW Digital, la intel\u00b7lig\u00e8ncia \u00e9s un mecanisme per millorar el rendiment de l\u2019agent, crear millors experi\u00e8ncies dels clients i generar resultats comercials.<\/p>\n

Amb les dades correctes disponibles en el moment clau, l\u2019organitzaci\u00f3 pot complir les expectatives en l\u2019experi\u00e8ncia del client. Pot reduir l\u2019esfor\u00e7 al moure\u2019s entre canals. Pot oferir un comprom\u00eds personalitzat en tots els punts de contacte. Pot identificar oportunitats per millorar la compet\u00e8ncia i la satisfacci\u00f3 de l\u2019agent. En definitiva, pot predir necessitats i oferir valor proactivament.<\/p>\n","protected":false},"excerpt":{"rendered":"

Actualment, l\u2019anal\u00edtica \u00e9s molt important en l\u2019atenci\u00f3 al client. Les dades mes destacables s\u00f3n aquelles que revelen el que est\u00e0 passant, per qu\u00e8 est\u00e0 passant o com pot millorar el call center. A m\u00e9s, proporcionen respostes contextualment rellevants, informaci\u00f3 i orientaci\u00f3 als actors adequats, en el punt de contacte correcte i en el moment apropiat…. Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28375,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33244","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n5 consells per analitzar les demandes dels clients i el rendiment dels agents - 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\/5-consejos-analizar-las-demandas-los-clientes-rendimiento-los-agentes\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 consells per analitzar les demandes dels clients i el rendiment dels agents - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Actualment, l\u2019anal\u00edtica \u00e9s molt important en l\u2019atenci\u00f3 al client. Les dades mes destacables s\u00f3n aquelles que revelen el que est\u00e0 passant, per qu\u00e8 est\u00e0 passant o com pot millorar el call center. A m\u00e9s, proporcionen respostes contextualment rellevants, informaci\u00f3 i orientaci\u00f3 als actors adequats, en el punt de contacte correcte i en el moment apropiat.... 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