{"id":33381,"date":"2019-02-21T07:01:46","date_gmt":"2019-02-21T06:01:46","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-tendencies-que-els-contact-center-seguiran-el-2019\/"},"modified":"2022-06-23T13:51:04","modified_gmt":"2022-06-23T13:51:04","slug":"5-tendencies-que-els-contact-center-seguiran-el-2019","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-tendencies-que-els-contact-center-seguiran-el-2019\/","title":{"rendered":"5 tend\u00e8ncies que els contact center seguiran el 2019"},"content":{"rendered":"<p>Si b\u00e9 l\u2019administraci\u00f3 d\u2019un centre d\u2019atenci\u00f3 al client comporta una tasca laboriosa, seguir les tend\u00e8ncies m\u00e9s recents i innovadores pot ajudar als contact center a oferir un servei de qualitat als seus usuaris.<\/p>\n<h5><strong>5 tend\u00e8ncies que els contact center seguiran el 2019<\/strong><\/h5>\n<h5><strong>Tend\u00e8ncia 1: L\u2019experi\u00e8ncia de l\u2019usuari \u00e9s clau<\/strong><\/h5>\n<p>En aquest moment, cada call center ha de ser conscient del poder d\u2019una <strong>experi\u00e8ncia positiva de l\u2019usuari<\/strong>. Per aix\u00f2, \u00e9s essencial que disposi d\u2019una <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>eina d\u2019atenci\u00f3 telef\u00f2nica professional<\/strong><\/a>.<\/p>\n<p>Des de les organitzacions m\u00e9s grans fins a les empreses m\u00e9s petites, avui sabem que una mala experi\u00e8ncia d\u2019un usuari \u00e9s tot el que es necessita per perdre-ho per sempre, mentre que <strong>un mal servei constant pot arru\u00efnar un negoci per sempre<\/strong>, especialment en un mercat tan competitiu.<\/p>\n<p>D\u2019altra banda, els usuaris d\u2019avui en dia estan disposats a pagar m\u00e9s per un millor servei. Segons una enquesta, <strong>el 86% dels usuaris canviaria de marca si una altra empresa els tract\u00e9s millor<\/strong>.<\/p>\n<p>Per aquesta ra\u00f3, <strong>l\u2019experi\u00e8ncia de l\u2019usuari s\u2019ha convertit en un aspecte important que els call center ja no poden ignorar<\/strong>. Pel contrari, estan posant cada cop m\u00e9s el focus en <strong>tractar a cada persona que truca amb el m\u00e9s alt nivell de servei per garantir la seva satisfacci\u00f3<\/strong>.<\/p>\n<h5><strong>Tend\u00e8ncia 2: La import\u00e0ncia de la resoluci\u00f3 en la primera trucada<\/strong><\/h5>\n<p>La resoluci\u00f3 en la primera trucada \u00e9s excel\u00b7lent tant pel centre de trucades com pels usuaris. Per aix\u00f2, <strong>els agents han de ser encoratjats a rebre la primera trucada correctament<\/strong>. Si b\u00e9 hi haur\u00e0 trucades que s\u00f3n m\u00e9s dif\u00edcils de resoldre que d\u2019altres, \u00e9s important oferir als usuaris la millor qualitat d\u2019atenci\u00f3 possible.<\/p>\n<p><strong>El monitoreig de les interaccions dels agents del call center amb els usuaris ajudar\u00e0 a les empreses a identificar errors que deixen a la persona que truca insatisfeta i\/o frustrada<\/strong>. Amb una adequada identificaci\u00f3 i formaci\u00f3, aquests problemes poden evitar-se en el futur.<\/p>\n<h5><strong>Tend\u00e8ncia 3: Les xarxes socials s\u00f3n un important canal de servei al client<\/strong><\/h5>\n<p>Les xarxes socials com Facebook i Twitter continuen convertint-se en un canal clau en el servei al client.<\/p>\n<p>Com a alternativa a les trucades o correus electr\u00f2nics, els usuaris potencials i existents poden posar-se en contacte amb l\u2019equip de suport d\u2019una empresa a trav\u00e9s de les seves xarxes socials. <strong>Els call center han d\u2019incorporar aquest aspecte de l\u2019experi\u00e8ncia de l\u2019usuari en les seves operacions<\/strong> per assegurar-se que els usuaris puguin comunicar-se amb ells en tants canals com sigui possible.<\/p>\n<p>La gesti\u00f3 de consultes a trav\u00e9s de diversos canals de mitjans socials pot ser el m\u00e8tode m\u00e9s r\u00e0pid. No obstant, com la conversa t\u00e9 lloc en un f\u00f2rum p\u00fablic, s\u2019han de tenir en compte les millors pr\u00e0ctiques. <strong>En les xarxes socials les respostes r\u00e0pides i eficients s\u00f3n la clau<\/strong>. D\u2019altra banda, ignorar aquest canal pot arru\u00efnar la reputaci\u00f3 de la marca d\u2019una empresa.<strong>\u00a0<\/strong><\/p>\n<h5><strong>Tend\u00e8ncia 4: Cada canal importa<\/strong><\/h5>\n<p>Els usuaris d\u2019avui esperen que les empreses responguin a trav\u00e9s del mateix canal que empren per interactuar amb elles. Per tant, si interactuen amb un contact center per tel\u00e8fon o xat, no apreciaran que la companyia respongui per correu electr\u00f2nic.<\/p>\n<p>Per tant, <strong>els call center han d\u2019estar preparats per incorporar aquest aspecte de l\u2019experi\u00e8ncia de l\u2019usuari en les seves operacions i donar la mateixa import\u00e0ncia a tots els canals d\u2019interacci\u00f3<\/strong>. Nom\u00e9s aix\u00ed podran proporcionar als usuaris un servei d\u2019atenci\u00f3 multicanal adaptada a l\u2019era digital.<\/p>\n<h5><strong>Tend\u00e8ncia 5: Gesti\u00f3 dels agents<\/strong><\/h5>\n<p>La majoria de les vegades, els call center no satisfan les necessitats dels usuaris degut a agents desconnectats que no tenen poder i llibertat per improvisar o prendre una decisi\u00f3. Conseq\u00fcentment, <strong>\u00e9s molt important capacitar als agents amb coneixements, donar-los llibertat per prendre decisions i comprometre\u2019ls a trav\u00e9s d\u2019una cultura basada en la recompensa<\/strong>. Els contact center han d\u2019organitzar formacions internes per capacitar, motivar i actualitzar peri\u00f2dicament als seus agents.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Si b\u00e9 l\u2019administraci\u00f3 d\u2019un centre d\u2019atenci\u00f3 al client comporta una tasca laboriosa, seguir les tend\u00e8ncies m\u00e9s recents i innovadores pot ajudar als contact center a oferir un servei de qualitat als seus usuaris. 5 tend\u00e8ncies que els contact center seguiran el 2019 Tend\u00e8ncia 1: L\u2019experi\u00e8ncia de l\u2019usuari \u00e9s clau En aquest moment, cada call center&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/5-tendencies-que-els-contact-center-seguiran-el-2019\/\" title=\"Read 5 tend\u00e8ncies que els contact center seguiran el 2019\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":28556,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33381","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 tend\u00e8ncies que els contact center seguiran el 2019 - 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-tendencias-que-los-contact-center-seguiran-en-2019\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 tend\u00e8ncies que els contact center seguiran el 2019 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Si b\u00e9 l\u2019administraci\u00f3 d\u2019un centre d\u2019atenci\u00f3 al client comporta una tasca laboriosa, seguir les tend\u00e8ncies m\u00e9s recents i innovadores pot ajudar als contact center a oferir un servei de qualitat als seus usuaris. 5 tend\u00e8ncies que els contact center seguiran el 2019 Tend\u00e8ncia 1: L\u2019experi\u00e8ncia de l\u2019usuari \u00e9s clau En aquest moment, cada call center... 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