{"id":33375,"date":"2019-02-12T07:26:27","date_gmt":"2019-02-12T06:26:27","guid":{"rendered":"https:\/\/enreach.es\/blog\/4-tips-per-millorar-lexperiencia-dusuari-en-un-call-center\/"},"modified":"2022-06-23T13:51:03","modified_gmt":"2022-06-23T13:51:03","slug":"4-tips-per-millorar-lexperiencia-dusuari-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/4-tips-per-millorar-lexperiencia-dusuari-en-un-call-center\/","title":{"rendered":"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center"},"content":{"rendered":"

Millorar els processos d\u2019un call center pot resultar complex, per\u00f2 els resultats sempre valdran la pena. Per aix\u00f2, \u00e9s necess\u00e0ria la implementaci\u00f3 d\u2019algunes pr\u00e0ctiques mitjan\u00e7ant les que es podran veure canvis notables en el comprom\u00eds dels seus agents amb els clients.<\/p>\n

4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center<\/strong><\/h5>\n
1) Segmentar als client<\/strong><\/h5>\n

Amb l\u2019ajuda d\u2019un IVR (resposta de veu interactiva) i un marcador autom\u00e0tic, es pot segmentar als clients en funci\u00f3 dels problemes als quals s\u2019enfronten o a les consultes que desitgen realitzar. L\u2019<\/strong>IVR<\/strong><\/a> ajuda als clients a resoldre les seves pr\u00f2pies consultes<\/strong> menors a trav\u00e9s de l\u2019\u00fas d\u2019informaci\u00f3 automatitzada que pot ser emmagatzemada i accessible gr\u00e0cies a la infraestructura en el n\u00favol mantinguda per l\u2019empresa.<\/p>\n

A m\u00e9s, millorar l\u2019enrutament de l\u2019IVR permetr\u00e0 que el marcador autom\u00e0tica faci coincidir el tipus correcte de clients amb els agents m\u00e9s adequats al contact center. Aix\u00f2 millorar\u00e0 la satisfacci\u00f3 del client i l\u2019experi\u00e8ncia d\u2019usuari a l\u2019obtenir la informaci\u00f3 adequada de la persona adient <\/strong>i tamb\u00e9 millorar\u00e0 la satisfacci\u00f3 laboral dels empleats del centre d\u2019atenci\u00f3 al client, ja que transmeten la informaci\u00f3 correcta als clients en tot moment.<\/p>\n

2) Avaluar l\u2019exercici i fomentar l\u2019empoderament dels agents<\/strong><\/h5>\n

Ara, ja que parlem sobre enrutar les trucades correctes a l\u2019agent adequat, com podr\u00e0 avaluar-se si la tasca realitzada es va completar de forma correcta? Aix\u00f2 pot ser impulsat per un software de gesti\u00f3 del rendiment que pugui realitzar un seguiment i pot avaluar l\u2019exercici de cada agent en temps real<\/strong>.<\/p>\n

Segons la consultora McKinsey, una eina de gesti\u00f3 del rendiment ajudar\u00e0 a identificar a l\u2019empleat amb el millor exercici amb una major precisi\u00f3 de la que pot mostrar l\u2019evid\u00e8ncia del m\u00f3n real. Eventualment, aix\u00f2 ajudar\u00e0 a millorar l\u2019experi\u00e8ncia d\u2019usuari<\/strong>.<\/p>\n

3) Convertir els comentaris dels clients en consells per millorar el rendiment<\/strong><\/h5>\n

Enfocar-se nom\u00e9s en els agents no ser\u00e0 suficient per millorar el rendiment. La millora pot procedir tamb\u00e9 de fora de l\u2019empresa, per exemple, dels propis usuaris, els quals poden ser la millor font de comentaris honestos i confiables.<\/p>\n

Generalment, durant les enquestes online o les proves de retroalimentaci\u00f3, els usuaris tendeixen a ser m\u00e9s sincers sobre les seves experi\u00e8ncies, mentre que d\u2019altres opten per ignorar la prova en si. Per tant, la informaci\u00f3 generada a partir d\u2019aquestes proves i enquestes es pot utilitzar per millorar l\u2019experi\u00e8ncia dels usuaris.<\/strong><\/p>\n

4) Minimitzar els temps d\u2019espera durant les trucades<\/strong><\/h5>\n

A cap usuari li agrada que el posin en espera durant massa temps, especialment quan es truca al servei al client. Minimitzar el temps d\u2019espera durant les trucades \u00e9s una necessitat, i un call center ha de centrar-se en aix\u00f2<\/strong>. Els usuaris generalment no es donen compte de la complexitat dels seus problemes o consultes i sempre desitgen respostes i solucions instant\u00e0nies.<\/p>\n

Escur\u00e7ar el temps d\u2019espera pot ser dif\u00edcil, per\u00f2 no \u00e9s impossible. Segons el Huffington Post<\/em>, prop del 85% de les persones que truquen es senten frustrades si l\u2019agent no t\u00e9 la informaci\u00f3 que necessiten<\/strong>. Per minimitzar aquest problema, els agents podrien tenir acc\u00e9s a una infraestructura en el n\u00favol que contingui totes les dades rellevants per a qu\u00e8 puguin respondre la pregunta m\u00e9s r\u00e0pidament<\/strong>. Aix\u00f2 estalviar\u00e0 temps tant a l\u2019agent com al client, ja que les dades estaran disponibles a l\u2019instant, millorant aix\u00ed l\u2019experi\u00e8ncia d\u2019usuari.<\/p>\n

En conclusi\u00f3, gr\u00e0cies a un software d\u2019IVR avan\u00e7at, es pot oferir una millor experi\u00e8ncia als usuaris. \u201cOferir a l\u2019usuari l\u2019opci\u00f3 d\u2019utilitzar el teclat DTMF, dir una paraula clau d\u2019una llista, o respondre amb llenguatge natural, en m\u00faltiples idiomes. El servei IVR dirigeix les trucades autom\u00e0ticament a l\u2019equip, departament o persona adequat per oferir la millor resposta\u201d<\/em>, explica Alfred Nesweda, CEO de masvoz<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Millorar els processos d\u2019un call center pot resultar complex, per\u00f2 els resultats sempre valdran la pena. Per aix\u00f2, \u00e9s necess\u00e0ria la implementaci\u00f3 d\u2019algunes pr\u00e0ctiques mitjan\u00e7ant les que es podran veure canvis notables en el comprom\u00eds dels seus agents amb els clients. 4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center 1) Segmentar als client… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33376,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33375","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call 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\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Millorar els processos d\u2019un call center pot resultar complex, per\u00f2 els resultats sempre valdran la pena. Per aix\u00f2, \u00e9s necess\u00e0ria la implementaci\u00f3 d\u2019algunes pr\u00e0ctiques mitjan\u00e7ant les que es podran veure canvis notables en el comprom\u00eds dels seus agents amb els clients. 4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center 1) Segmentar als client... Read more »\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2019-02-12T06:26:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-23T13:51:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"970\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrit per\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Temps estimat de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center\",\"datePublished\":\"2019-02-12T06:26:27+00:00\",\"dateModified\":\"2022-06-23T13:51:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\"},\"wordCount\":685,\"image\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg\",\"articleSection\":[\"Atenci\u00f3 al client\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\",\"url\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\",\"name\":\"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg\",\"datePublished\":\"2019-02-12T06:26:27+00:00\",\"dateModified\":\"2022-06-23T13:51:03+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#breadcrumb\"},\"inLanguage\":\"ca\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg\",\"width\":970,\"height\":630},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ca\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\",\"name\":\"Enreach\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"caption\":\"Enreach\"},\"sameAs\":[\"https:\/\/enreach.es\"],\"url\":\"https:\/\/enreach.es\/ca\/blog\/author\/mk-admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center - Enreach ES","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/","og_locale":"ca_ES","og_type":"article","og_title":"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center - Enreach ES","og_description":"Millorar els processos d\u2019un call center pot resultar complex, per\u00f2 els resultats sempre valdran la pena. Per aix\u00f2, \u00e9s necess\u00e0ria la implementaci\u00f3 d\u2019algunes pr\u00e0ctiques mitjan\u00e7ant les que es podran veure canvis notables en el comprom\u00eds dels seus agents amb els clients. 4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center 1) Segmentar als client... Read more »","og_url":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/","og_site_name":"Enreach ES","article_published_time":"2019-02-12T06:26:27+00:00","article_modified_time":"2022-06-23T13:51:03+00:00","og_image":[{"width":970,"height":630,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg","type":"image\/jpeg"}],"author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Escrit per":"Enreach","Temps estimat de lectura":"3 minuts"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center","datePublished":"2019-02-12T06:26:27+00:00","dateModified":"2022-06-23T13:51:03+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/"},"wordCount":685,"image":{"@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg","articleSection":["Atenci\u00f3 al client"],"inLanguage":"ca"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/","url":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/","name":"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg","datePublished":"2019-02-12T06:26:27+00:00","dateModified":"2022-06-23T13:51:03+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#breadcrumb"},"inLanguage":"ca","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/"]}]},{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/23-customers-1.jpg","width":970,"height":630},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/blog\/4-tips-para-mejorar-la-experiencia-de-usuario-en-un-call-center\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/"},{"@type":"ListItem","position":2,"name":"4 tips per millorar l\u2019experi\u00e8ncia d\u2019usuari en un call center"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"ca"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3","name":"Enreach","image":{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","caption":"Enreach"},"sameAs":["https:\/\/enreach.es"],"url":"https:\/\/enreach.es\/ca\/blog\/author\/mk-admin\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/33375","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/comments?post=33375"}],"version-history":[{"count":0,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/33375\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media\/33376"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media?parent=33375"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/categories?post=33375"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/tags?post=33375"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}