{"id":33249,"date":"2018-08-23T06:55:14","date_gmt":"2018-08-23T04:55:14","guid":{"rendered":"https:\/\/enreach.es\/blog\/les-solucions-crm-i-contact-center-funcionen-millor-juntes\/"},"modified":"2022-06-23T13:50:49","modified_gmt":"2022-06-23T13:50:49","slug":"les-solucions-crm-i-contact-center-funcionen-millor-juntes","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-solucions-crm-i-contact-center-funcionen-millor-juntes\/","title":{"rendered":"Les solucions de CRM i Contact Center, funcionen millor juntes?"},"content":{"rendered":"<p>Haurien les empreses d\u2019usar el seu CRM o la soluci\u00f3 de contact center pels agents? Segons els experts, la resposta \u00e9s que haurien d\u2019utilitzar ambdues.<\/p>\n<p>Les aplicacions de Customer Relationship Management (CRM), com Salesforce, s\u00f3n aplicacions clau dins d\u2019un call center i es distingeixen per:<\/p>\n<ul>\n<li>Mantenir l\u2019<strong>historial d\u2019un client<\/strong> per ajudar-lo, especialment a mesura que avan\u00e7a en una interacci\u00f3 omnicanal.<\/li>\n<\/ul>\n<ul>\n<li><strong>Canals digitals<\/strong>: moltes, per\u00f2 no totes, les aplicacions CRM ara ajuden a administrar les interaccions dels canals digitals amb els clients directament des de la pr\u00f2pia aplicaci\u00f3.<\/li>\n<\/ul>\n<ul>\n<li><strong>Base de coneixement<\/strong>: moltes aplicacions de CRM ara ofereixen bases de coneixement que poden ajudar amb l\u2019autoservei i\/o ajudar als agents a ser m\u00e9s productius.<\/li>\n<\/ul>\n<h5><strong>Per qu\u00e8 destaquen les solucions de contact center en el n\u00favol?<\/strong><\/h5>\n<ul>\n<li><strong>Veu<\/strong>: el 66% de totes les experi\u00e8ncies de servei al client involucren al client que va trucar a la companyia; i el 67% de totes les interaccions d\u2019autoservei acaben implicant a un agent.<\/li>\n<\/ul>\n<ul>\n<li><strong>Enrutament omnicanal<\/strong>: la capacitat de connectar el \u2018viatge\u2019 dels clients a trav\u00e9s de qualsevol canal, assegurant que cada client arribi a l\u2019agent correcte, \u00e9s fonamental per a una soluci\u00f3 de centre de contacte i no com una soluci\u00f3 de CRM.<\/li>\n<\/ul>\n<ul>\n<li><strong>Optimitzaci\u00f3 de la for\u00e7a de treball<\/strong>: fonamental per alliberar el potencial del seu equip, aquestes solucions estan ara completament integrades amb les solucions modernes de call centers que ofereixen administraci\u00f3 de personal, gravaci\u00f3 de trucades, administraci\u00f3 de qualitat, etc.<\/li>\n<\/ul>\n<ul>\n<li>Els <strong>informes detallats i personalitzables<\/strong> d\u2019Analytics en tots els aspectes de les operacions i la capacitat d\u2019infondre l\u2019an\u00e0lisi a l\u2019enrutament i l\u2019optimitzaci\u00f3 de la for\u00e7a de treball s\u00f3n fonamental per a les solucions modernes dels contact center.<\/li>\n<\/ul>\n<ul>\n<li><strong>Canals digitals<\/strong>: com una <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/integracio\"><strong>soluci\u00f3 de CRM<\/strong><\/a>, les solucions modernes de centres de contacte tamb\u00e9 poden administrar canals digitals. Si b\u00e9 es pot optar per aprofitar l\u2019aplicaci\u00f3 corporativa de CRM per aquests canals, pot haver-hi unitats de negocis o call centers que no empren una aplicaci\u00f3 DRM que ofereix aquesta funcionalitat, pel que tenir aix\u00f2 com una opci\u00f3 en la soluci\u00f3 del contact center t\u00e9 un alt valor.<\/li>\n<\/ul>\n<ul>\n<li><strong>Detall de transaccions\/historial<\/strong>: mentre que les aplicacions de CRM es posicionen com una vista de 360 graus dels seus clients, existeix un context (com gravacions i an\u00e0lisis de sentiment) que les aplicacions de CRM no tenen, per\u00f2 s\u00ed les solucions dels contact center.<\/li>\n<\/ul>\n<h5><strong>Les solucions de CRM i Contact Center, funcionen millor juntes?<\/strong><\/h5>\n<p>Si l\u2019objectiu d\u2019un call center \u00e9s oferir experi\u00e8ncies omnicanal excepcionals als clients al temps que es compromet i capacita a la seva for\u00e7a de treball, un enfoc mixt pot ser la millor opci\u00f3. La combinaci\u00f3 de les solucions permet aprofitar la funcionalitat completa d\u2019ambd\u00f3s per aconseguir aquests objectius.<\/p>\n<p>I amb les solucions de contact center en el n\u00favol, una empresa pot fer aix\u00f2 mantenint una experi\u00e8ncia d\u2019escriptori d\u2019agent simplificada. Les solucions de CRM i contact s\u2019han dissenyat per resoldre diferents problemes i, en les poques \u00e0rees de superposici\u00f3, es poden integrar de tal forma que permetin aprofitar la funcionalitat de l\u2019elecci\u00f3 sense deixar d\u2019aprofitar tot el potencial de cada soluci\u00f3.<\/p>\n<p>A <strong>masvoz<\/strong>, disposem d\u2019una eina d\u2019atenci\u00f3 telef\u00f2nica professional amb m\u00f2duls especialitzats per a recepci\u00f3 i emissi\u00f3 de trucades, gesti\u00f3 de campanyes, integraci\u00f3 amb els sistemes de \u2018business intelligence\u2019 i generaci\u00f3 d\u2019informes. La soluci\u00f3 <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\"><strong>Cloud Contact Center<\/strong><\/a> combina l\u2019efic\u00e0cia d\u2019una completa plataforma de contact center, amb la versatilitat dels serveis en el n\u00favol. La millor elecci\u00f3 per a call centers que busquen resultats sense renunciar a l\u2019efici\u00e8ncia.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Haurien les empreses d\u2019usar el seu CRM o la soluci\u00f3 de contact center pels agents? Segons els experts, la resposta \u00e9s que haurien d\u2019utilitzar ambdues. Les aplicacions de Customer Relationship Management (CRM), com Salesforce, s\u00f3n aplicacions clau dins d\u2019un call center i es distingeixen per: Mantenir l\u2019historial d\u2019un client per ajudar-lo, especialment a mesura que&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/les-solucions-crm-i-contact-center-funcionen-millor-juntes\/\" title=\"Read Les solucions de CRM i Contact Center, funcionen millor juntes?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28392,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33249","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>Les solucions de CRM i Contact Center, funcionen millor juntes? - 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-soluciones-crm-contact-center-funcionan-mejor-juntas\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les solucions de CRM i Contact Center, funcionen millor juntes? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Haurien les empreses d\u2019usar el seu CRM o la soluci\u00f3 de contact center pels agents? Segons els experts, la resposta \u00e9s que haurien d\u2019utilitzar ambdues. Les aplicacions de Customer Relationship Management (CRM), com Salesforce, s\u00f3n aplicacions clau dins d\u2019un call center i es distingeixen per: Mantenir l\u2019historial d\u2019un client per ajudar-lo, especialment a mesura que... 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