{"id":33321,"date":"2018-12-04T08:29:09","date_gmt":"2018-12-04T07:29:09","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-millors-practiques-per-garantir-lexit-dels-agents-remots\/"},"modified":"2022-06-23T13:50:57","modified_gmt":"2022-06-23T13:50:57","slug":"5-millors-practiques-per-garantir-lexit-dels-agents-remots","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-millors-practiques-per-garantir-lexit-dels-agents-remots\/","title":{"rendered":"5 millors pr\u00e0ctiques per garantir l\u2019\u00e8xit dels agents remots"},"content":{"rendered":"<p>Segons l\u2019informe \u201cA Blueprint For Successfully Deploying Remote Agents\u201d, elaborat per Liveops, disposar d\u2019agents que treballin en forma remota suposa 4 beneficis principals per a les empreses: un negoci m\u00e9s escalable, \u00e0gil i flexible; acc\u00e9s als millors talents, sense importar in visquin; reducci\u00f3 dels costos de contractaci\u00f3 i formaci\u00f3; i menor desgast dels agents.<\/p>\n<p>El desplegament d\u2019agents remots requereix de noves tecnologies i millors pr\u00e0ctiques que s\u00f3n bastant diferents de les utilitzades per un contact center tradicional. Per exemple, es necessita una manera de mantenir el nivell de supervisi\u00f3 i el seguiment de l\u2019indicador de rendiment clau. Els gerents hauran de capacitar, supervisar i monitorejar de forma remota als agents. Igualment important, s\u2019ha de continuar proporcionant un entorn segur que protegeixi les dades dels clients i l\u2019organitzaci\u00f3 mentre els agents teletreballen.<\/p>\n<h5><strong>5 millors pr\u00e0ctiques per garantir l\u2019\u00e8xit dels agents remots:<\/strong><strong>\u00a0<\/strong><\/h5>\n<h5><strong>1) Seleccionar l\u2019ecosistema de tecnologia correcta<\/strong><\/h5>\n<p>Primer, \u00e9s necessari un ecosistema de contact center en el n\u00favol de pagament per \u00fas que faciliti l\u2019enrutament autom\u00e0tic de les trucades a l\u2019agent correcte i permeti <strong>que els agents remots accedeixin a les trucades usant un dispositiu connectat a Internet<\/strong>. Aquest ecosistema ha de proporcionar un conjunt integrat de capacitats per admetre una for\u00e7a laboral remota:<\/p>\n<ul>\n<li>Habilitar l\u2019aprenentatge a dist\u00e0ncia interactiu.<\/li>\n<li>Proporcionar acc\u00e9s des de qualsevol dispositiu.<\/li>\n<li>Seguiment de les accions de l\u2019agent i gravaci\u00f3 de trucades.<\/li>\n<li>Assegurar una visibilitat completa i la seguretat de les dades.<\/li>\n<li>Suport d\u2019enrutament de trucades basat en el rendiment i l\u2019omnicanalitat.<\/li>\n<\/ul>\n<p>Existeixen moltes opcions innovadores i flexibles. Per exemple, una <strong><a href=\"https:\/\/www.masvoz.cat\/centraleta-virtual\/panell-de-control\/\">centraleta en el n\u00favol<\/a><\/strong> permet accedir al tauler de control quan l\u2019agent ho necessiti, estigui on estigui i des de qualsevol dispositiu. Aix\u00ed, les comunicacions corporatives poden gestionar-se de manera \u00e0gil i f\u00e0cil.<\/p>\n<h5><strong>2) Habilitar la gesti\u00f3 del rendiment en temps real<\/strong><\/h5>\n<p>Quan els agents treballen des de casa, la gesti\u00f3 del rendiment t\u00e9 a veure amb la comunicaci\u00f3 i la transpar\u00e8ncia. Els agents necessiten que alg\u00fa els informi, els proporcioni comentaris i els suggereixi formes de millorar el rendiment. <strong>Qu\u00e8 \u00e9s necessari per habilitar el rendiment efectiu en temps real en un call center en el n\u00favol?<\/strong><\/p>\n<ul>\n<li>Gravaci\u00f3 de cada trucada perqu\u00e8 els agents s\u00e0piguen que alg\u00fa pot estar escoltant.<\/li>\n<li>Suport de sessions de xat de supervisor a agent en temps real per ajudar i capacitar.<\/li>\n<li>Permetre als supervisors l\u2019escolta de les trucades.<\/li>\n<li>Auditar trucades per avaluar l\u2019exercici de l\u2019agent.<\/li>\n<li>Acc\u00e9s a la informaci\u00f3 de rendiment de l\u2019agent per actuar r\u00e0pidament.<\/li>\n<li>Facilitar la retroalimentaci\u00f3 de l\u2019usuari sobre l\u2019exercici de l\u2019agent.<\/li>\n<\/ul>\n<p>Aix\u00ed mateix, \u00e9s clau disposar d\u2019una <strong>forma automatitzada de capturar i informar sobre totes les m\u00e8triques d\u2019exercici <\/strong>rellevants de l\u2019agent: trucades en cua, temps de retenci\u00f3 de trucades, maneig de temps, efectivitat, etc.<\/p>\n<p>Tamb\u00e9 \u00e9s important establir m\u00faltiples formes de comunicaci\u00f3 com el xat en temps real perqu\u00e8 els agents puguin parlar amb els supervisors i altres agents. Amb la combinaci\u00f3 correcta d\u2019eines de comunicaci\u00f3, els supervisors tenen un abast m\u00e9s ampli i temps de resposta m\u00e9s r\u00e0pids.<\/p>\n<h5><strong>3) Optimitzar el desenvolupament d\u2019habilitats amb aprenentatge a dist\u00e0ncia <\/strong><\/h5>\n<p>Amb l\u2019aprenentatge a dist\u00e0ncia i online, s\u2019impulsa l\u2019exercici de l\u2019agent perqu\u00e8 recompensa la participaci\u00f3, la motivaci\u00f3 i la independ\u00e8ncia. Els agents poden escollir en quines sessions d\u2019aprenentatge participar i aprendre al seu propi ritme.<\/p>\n<h5><strong>4) Maximitzar la seguretat de l\u2019agent<\/strong><\/h5>\n<p>Hi ha diverses maneres en qu\u00e8 es pot assolir una major supervisi\u00f3 de la seguretat i controls m\u00e9s forts en un entorn de teletreball. Els controls moderns de protecci\u00f3 de dades han de centrar-se en les dades en lloc de centrar-se en la ubicaci\u00f3, protegint les dades sense importar on resideixin.<\/p>\n<p>Generalment, <strong>com m\u00e9s tasques i funcions exerceixin els seus agents, major \u00e9s l\u2019acc\u00e9s que necessiten a sistemes i dades<\/strong>. La clau per mantenir una seguretat estricta \u00e9s limitar l\u2019acc\u00e9s a les dades i les aplicacions sobre una base de \u201cnecessitat de saber\u201d. Per exemple, si els agents necessiten acc\u00e9s a les dades de la targeta de cr\u00e8dit, permetre nom\u00e9s l\u2019acc\u00e9s als \u00faltims quatre d\u00edgits.<\/p>\n<h5><strong>5) Fomentar un sentit de comunitat<\/strong><\/h5>\n<p>\u00c9s important proporcionar als agents remots eines per fer preguntes a altres agents i supervisors, mantenir-se en contacte amb l\u2019organitzaci\u00f3 i crear una xarxa social significativa.<\/p>\n<p>L\u2019establiment de l\u00ednies de comunicaci\u00f3 obertes <strong>augmenta la satisfacci\u00f3 laboral i la retenci\u00f3 del talent<\/strong>, i ofereix a l\u2019administraci\u00f3 una visi\u00f3 interna de les \u00e0rees de frustraci\u00f3 de l\u2019agent.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Segons l\u2019informe \u201cA Blueprint For Successfully Deploying Remote Agents\u201d, elaborat per Liveops, disposar d\u2019agents que treballin en forma remota suposa 4 beneficis principals per a les empreses: un negoci m\u00e9s escalable, \u00e0gil i flexible; acc\u00e9s als millors talents, sense importar in visquin; reducci\u00f3 dels costos de contractaci\u00f3 i formaci\u00f3; i menor desgast dels agents. El&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/5-millors-practiques-per-garantir-lexit-dels-agents-remots\/\" title=\"Read 5 millors pr\u00e0ctiques per garantir l\u2019\u00e8xit dels agents remots\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29136,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33321","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>5 millors pr\u00e0ctiques per garantir l\u2019\u00e8xit dels agents remots - 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-mejores-practicas-para-garantizar-el-exito-de-los-agentes-remotos\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 millors pr\u00e0ctiques per garantir l\u2019\u00e8xit dels agents remots - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Segons l\u2019informe \u201cA Blueprint For Successfully Deploying Remote Agents\u201d, elaborat per Liveops, disposar d\u2019agents que treballin en forma remota suposa 4 beneficis principals per a les empreses: un negoci m\u00e9s escalable, \u00e0gil i flexible; acc\u00e9s als millors talents, sense importar in visquin; reducci\u00f3 dels costos de contractaci\u00f3 i formaci\u00f3; i menor desgast dels agents. 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