{"id":33260,"date":"2018-09-11T07:00:28","date_gmt":"2018-09-11T05:00:28","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-seran-els-contact-center-del-2025\/"},"modified":"2022-06-23T13:50:50","modified_gmt":"2022-06-23T13:50:50","slug":"com-seran-els-contact-center-del-2025","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-seran-els-contact-center-del-2025\/","title":{"rendered":"Com seran els Contact Center del 2025?"},"content":{"rendered":"

S\u2019estima que pel 2025, la tecnologia d\u2019intel\u00b7lig\u00e8ncia artificial admetr\u00e0 el 95% de les interaccions amb els clients. Qu\u00e8 vol dir aix\u00f2 pel futur del contact center?<\/p>\n

El contact center ha recorregut un llarg cam\u00ed des de la d\u00e8cada del 1960, quan es va introduir per primer cop la tecnologia de distribuci\u00f3 autom\u00e0tica de trucades (ACD), el que va conduir al desenvolupament de call centers. El que va comen\u00e7ar com una forma perqu\u00e8 els clients obtinguessin informaci\u00f3 de facturaci\u00f3 o fessin sol\u00b7licituds, va evolucionar significativament a mesura que la tecnologia es va fer m\u00e9s robusta. Amb la incorporaci\u00f3 de la tecnologia de resposta de veu interactiva (IVR), la marcaci\u00f3 sortint i l\u2019enrutament intel\u00b7ligent de trucades, el call center es va convertir en un centre per a la veu del client. I la ind\u00fastria continua innovant per impulsar una millor experi\u00e8ncia del client<\/strong>.<\/p>\n

A mesura que les noves tecnologies, com la intel\u00b7lig\u00e8ncia artificial (IA) i les an\u00e0lisis, continuen canviant la forma en qu\u00e8 interactuem amb els clients, la pregunta \u00e9s: Com seran els Contact Center<\/a> del 2025? <\/strong>A mesura que ens apropem al 2025, la tecnologia continuar\u00e0 influint en la forma en qu\u00e8 les empreses interactuen amb els clients. Les empreses que trobin l\u2019equilibri entre la tecnologia i les persones seran les que guanyin<\/strong>.<\/p>\n

Continuaci\u00f3 de l\u2019adopci\u00f3 de tecnologia<\/strong><\/h5>\n

En l\u2019\u00faltima d\u00e8cada, els aven\u00e7os en an\u00e0lisi han obert noves formes perqu\u00e8 les empreses obtinguin una idea dels desitjos i les necessitats dels clients. Per exemple, moltes empreses usen an\u00e0lisi de veu per comprendre les dades de veu del client tant a nivell individual com agregat. A m\u00e9s, la IA ha comen\u00e7at a impregnar el centre de contacte, gestionar l\u2019aflu\u00e8ncia d\u2019interaccions i complir les creixents expectatives dels clients. El 80% de las empreses planeja implementar xat bots pel 2020<\/strong>.<\/p>\n

Hi ha una varietat de raons per les quals les companyies no estan adoptant noves tecnologies anal\u00edtiques o d\u2019intel\u00b7lig\u00e8ncia artificial. Segons un informe recent, el 39% dels l\u00edders empresarials admeten confiar massa en un sol punt de dades, i nom\u00e9s el 12% de les organitzacions utilitzen les estad\u00edstiques del centre de contacte per informar les decisions. A m\u00e9s, el MIT va descobrir que, si b\u00e9 el 85% de les empreses creu que la IA \u00e9s benefici\u00f3s, nom\u00e9s el 20% l\u2019ha incorporat als processos comercials<\/strong>.<\/p>\n

A mesura que les empreses lluiten per implementar aquestes tecnologies, els l\u00edders empresarials estan perdent coneixements clau sobre el comportament del client. Mentrestant, les expectatives dels clients continuen creixent. De fet, el 83% dels compradors esperen ser enviats immediatament a l\u2019agent m\u00e9s informat, per\u00f2 no nom\u00e9s per tel\u00e8fon<\/strong>. Volen comunicar-se a trav\u00e9s del web, xarxes socials, correu electr\u00f2nic, text o qualsevol altre canal. Els clients tamb\u00e9 desitgen una experi\u00e8ncia personalitzada, i el contact center ha de complir amb aquestes demandes<\/strong>.<\/p>\n

L\u2019enfoc dels Contact Center del 2025<\/strong><\/h5>\n

S\u2019estima que pel 2025, la tecnologia d\u2019intel\u00b7lig\u00e8ncia artificial admetr\u00e0 el 95% de les interaccions amb els clients<\/strong>. Altres aven\u00e7os, com l\u2019an\u00e0lisi del sentiment i l\u2019an\u00e0lisi predictiu, ofereixen a les companyies una visi\u00f3 addicional del que diuen i senten els clients, el que els ajuda a identificar el que els clients volen.<\/p>\n

No obstant, \u00e9s important que els centres de contacte equilibrin la conveni\u00e8ncia de la tecnologia amb la personalitzaci\u00f3 que nom\u00e9s els humans poden oferir. La tecnologia ha d\u2019informar el comportament de l\u2019agent, no reempla\u00e7ar-lo. Fins i tot el 2025, els clients encara voldran parlar amb un \u00e9sser hum\u00e0<\/strong>.<\/p>\n

Segons un informe recent de Calabrio<\/a>, el 74% dels clients s\u00f3n m\u00e9s lleials a una companyia si poden parlar amb un \u00e9sser hum\u00e0, i el 58% dels clients creu que parlar amb un agent els permetr\u00e0 obtenir el millor i servei m\u00e9s eficient<\/strong>. El missatge \u00e9s clar: la gent encara vol connexi\u00f3 humana. Els agents s\u00f3n, i seguiran essent, la columna vertebral del contact center modern.<\/p>\n

Amb la nova tecnologia, els call center dependran menys dels \u00e9ssers humans per a les consultes de menor nivell i, gr\u00e0cies als comentaris dels clients, els empleats del centre de contacte estaran millor informats i seran m\u00e9s valuosos que mai. Aix\u00f2 no nom\u00e9s permet als agents involucrar-se en solucions m\u00e9s complexes que la tecnologia no pot resoldre, sin\u00f3 que tamb\u00e9 alliberar\u00e0 a les persones perqu\u00e8 facin el que millor fan: establir connexions emocionals i construir relacions profundes.<\/p>\n

El contacto hum\u00e0 seguir\u00e0 estant en el centre<\/strong><\/h5>\n

El 2025, el contact center continuar\u00e0 sent l\u2019epicentre de les interaccions amb els clients, per\u00f2 els seus agents seran treballadors del coneixement. Per tenir \u00e8xit, els agents han de ser ambaixadors de la marca que reben assist\u00e8ncia de tecnologies sofisticades. Quan ho habiliti la tecnologia adequada, els agents crearan connexions amb els clients que crearan lleialtat i impulsaran els ingressos<\/strong>.<\/p>\n

A mesura que les empreses adoptin i acceptin l\u2019an\u00e0lisi i la intel\u00b7lig\u00e8ncia artificial en el contact center, aquesta tecnologia ser\u00e0 un factor clau per a les decisions comercials que superin les expectatives dels clients. No obstant, les empreses han d\u2019implementar aquestes tecnologies amb un prop\u00f2sit i comprendre quan la tecnologia pot reempla\u00e7ar a les persones i quan no. Els agents poden, i proporcionaran, un servei notable que les m\u00e0quines mai podran reempla\u00e7ar<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

S\u2019estima que pel 2025, la tecnologia d\u2019intel\u00b7lig\u00e8ncia artificial admetr\u00e0 el 95% de les interaccions amb els clients. Qu\u00e8 vol dir aix\u00f2 pel futur del contact center? El contact center ha recorregut un llarg cam\u00ed des de la d\u00e8cada del 1960, quan es va introduir per primer cop la tecnologia de distribuci\u00f3 autom\u00e0tica de trucades (ACD),… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33261,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33260","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom seran els Contact Center del 2025? - 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\/seran-los-contact-center-del-2025\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com seran els Contact Center del 2025? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"S\u2019estima que pel 2025, la tecnologia d\u2019intel\u00b7lig\u00e8ncia artificial admetr\u00e0 el 95% de les interaccions amb els clients. 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