{"id":33307,"date":"2018-11-15T07:29:48","date_gmt":"2018-11-15T06:29:48","guid":{"rendered":"https:\/\/enreach.es\/blog\/cinc-claus-per-optimitzar-la-gestio-dun-contact-center\/"},"modified":"2022-06-23T13:50:56","modified_gmt":"2022-06-23T13:50:56","slug":"cinc-claus-per-optimitzar-la-gestio-dun-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/cinc-claus-per-optimitzar-la-gestio-dun-contact-center\/","title":{"rendered":"Cinc claus per optimitzar la gesti\u00f3 d\u2019un contact center"},"content":{"rendered":"

La gesti\u00f3 d\u2019un contact center \u00e9s dif\u00edcil. Molt dura, en realitat. Ha de mantenir-se al dia amb les creixents i canviants expectatives dels clients. Administrar empleats en una ind\u00fastria que t\u00e9 una de les taxes de rotaci\u00f3 m\u00e9s altes que existeixen. Gestionar informaci\u00f3 i realitzar an\u00e0lisis que permetin prendre les decisions correctes. Llavors, com administrar amb \u00e8xit l\u2019entorn d\u2019un call center?<\/p>\n

Cinc claus per optimitzar la gesti\u00f3 d\u2019un contact center:<\/strong><\/h5>\n
1) Escollir la soluci\u00f3 de contact center adequada<\/strong><\/h5>\n

Un software inadequat no nom\u00e9s pot obstaculitzar la capacitat per a la gesti\u00f3 d\u2019un contact center de manera adequada<\/strong>, sin\u00f3 que tamb\u00e9 pot impedir que els agents ofereixin una experi\u00e8ncia \u00f2ptima als clients. Per un director de call center una de les tasques m\u00e9s importants \u00e9s escollir, monitorejar i avaluar la soluci\u00f3 escollida.<\/p>\n

2) Utilitzar les dades per una millor presa de decisions <\/strong><\/h5>\n

Per poder prendre les decisions correctes \u00e9s necessari disposar de la informaci\u00f3 apropiada sobre: l\u2019experi\u00e8ncia del client<\/strong>, inclosos mesuraments de satisfacci\u00f3 com NPS i CSAT: l\u2019efectivitat del <\/strong>software per a call center<\/strong><\/a> des del punt de vista d\u2019enrutament i automatitzaci\u00f3; la capacitaci\u00f3 dels agents<\/strong> per oferir un servei d\u2019atenci\u00f3 al client de qualitat; i la valoraci\u00f3 dels KPIs<\/strong>. \u00c9s important tenir un hist\u00f2ric d\u2019aquesta informaci\u00f3, aix\u00ed com disposar d\u2019ella en temps real.<\/p>\n

3) Consolidar eines<\/strong><\/h5>\n

Gestionar un contact center requereix temps i esfor\u00e7, per\u00f2 ambd\u00f3s aspectes poden minimitzar-se si es disposa d\u2019una soluci\u00f3 correcta que ofereixi la capacitat d\u2019administrar totes les funcionalitats del call center<\/strong>: administraci\u00f3, enrutament intel\u00b7ligent, informes, an\u00e0lisis, gesti\u00f3 de la qualitat, gesti\u00f3 de la for\u00e7a laboral, i tots els canals compatibles (veu i digital), entrada i sortida, servei\/automatitzaci\u00f3 de servidors i assist\u00e8ncia d\u2019agents en una soluci\u00f3 amb una interf\u00edcie comuna.<\/p>\n

4) Mantenir el contacte amb els teus agents en tot moment <\/strong><\/h5>\n

Els agents s\u00f3n el recurs m\u00e9s valu\u00f3s i cost\u00f3s dels call center. En una ind\u00fastria en qu\u00e8 la facturaci\u00f3 mitjana supera el 30% \u00e9s clau garantir el bon desenvolupament del treball dels supervisors<\/strong>. Aquests han de proporcionar als agents interf\u00edcies f\u00e0cils d\u2019usar que els hi permetin desenvolupar les seves tasques amb \u00e8xit, capacitar-los quan sigui necessari i mantenir el contacte amb ells per augmentar la qualitat de l\u2019atenci\u00f3 al client. Tamb\u00e9 \u00e9s b\u00e0sic mesurar la satisfacci\u00f3 dels agents, donat que es reflectir\u00e0 en la satisfacci\u00f3 dels clients<\/strong>.<\/p>\n

5) Capacitar a altres empleats, al contact center o m\u00e9s enll\u00e0 <\/strong><\/h5>\n

Una bona gesti\u00f3 inclou la capacitat de delegar, aix\u00ed que la soluci\u00f3 escollida per a la gesti\u00f3 id\u00f2nia d\u2019un contact center ha de ser flexible i f\u00e0cil d\u2019usar<\/strong>, amb perfils d\u2019usuari i permisos que facilitin a tots els membres de l\u2019equip l\u2019acc\u00e9s que necessiten.<\/p>\n","protected":false},"excerpt":{"rendered":"

La gesti\u00f3 d\u2019un contact center \u00e9s dif\u00edcil. Molt dura, en realitat. Ha de mantenir-se al dia amb les creixents i canviants expectatives dels clients. Administrar empleats en una ind\u00fastria que t\u00e9 una de les taxes de rotaci\u00f3 m\u00e9s altes que existeixen. Gestionar informaci\u00f3 i realitzar an\u00e0lisis que permetin prendre les decisions correctes. Llavors, com administrar… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28579,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33307","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCinc claus per optimitzar la gesti\u00f3 d\u2019un contact 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\/cinco-claves-para-optimizar-la-gestion-de-un-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cinc claus per optimitzar la gesti\u00f3 d\u2019un contact center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La gesti\u00f3 d\u2019un contact center \u00e9s dif\u00edcil. Molt dura, en realitat. Ha de mantenir-se al dia amb les creixents i canviants expectatives dels clients. Administrar empleats en una ind\u00fastria que t\u00e9 una de les taxes de rotaci\u00f3 m\u00e9s altes que existeixen. Gestionar informaci\u00f3 i realitzar an\u00e0lisis que permetin prendre les decisions correctes. Llavors, com administrar... 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