{"id":33441,"date":"2019-05-13T14:43:33","date_gmt":"2019-05-13T12:43:33","guid":{"rendered":"https:\/\/enreach.es\/blog\/4-preguntes-que-tot-contact-center-hauria-de-fer-se\/"},"modified":"2022-06-23T13:51:12","modified_gmt":"2022-06-23T13:51:12","slug":"4-preguntes-que-tot-contact-center-hauria-de-fer-se","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/4-preguntes-que-tot-contact-center-hauria-de-fer-se\/","title":{"rendered":"4 preguntes que tot contact center hauria de fer-se"},"content":{"rendered":"<p>Les empreses responsabilitzen als contact center per oferir un factor competitiu decisiu: una excel\u00b7lent experi\u00e8ncia d\u2019usuari. I tamb\u00e9 ho fan els usuaris. De fet, el 73% dels consumidors afirma que el servei al client exerceix un paper important en les seves decisions de compra.<\/p>\n<h5><strong>1) Qu\u00e8 volen els usuaris?<\/strong><\/h5>\n<p>Els usuaris volen grans experi\u00e8ncies. Busquen <strong>interaccions que siguin r\u00e0pides i f\u00e0cils<\/strong>, volen que els seus problemes siguin resolts i un servei amable que proporcioni la informaci\u00f3 correcta.<\/p>\n<p>Aix\u00f2 pot semblar simple, per\u00f2 <strong>moltes organitzacions centrades en l\u2019usuari podrien beneficiar-se de l\u2019adopci\u00f3 d\u2019una tecnologia l\u00edder<\/strong> a la ind\u00fastria que permet analitzar m\u00e8triques clau, com l\u2019\u00edndex de primera resposta, els temps de resoluci\u00f3 o la satisfacci\u00f3 de l\u2019usuari en funci\u00f3 del canal, entre d\u2019altres.<\/p>\n<p>Aquests tipus d\u2019aven\u00e7os poden <strong>impulsar canvis en el comportament<\/strong> que transformen l\u2019impacte de l\u2019experi\u00e8ncia d\u2019usuari en un generador d\u2019ingressos.<\/p>\n<h5><strong>2) Per qu\u00e8 l\u2019experi\u00e8ncia d\u2019usuari \u00e9s la millor forma de promoci\u00f3?<\/strong><\/h5>\n<p>L\u2019experi\u00e8ncia d\u2019usuari, quan es fa b\u00e9, pot ser la millor forma de promoci\u00f3 per a una empresa. Els usuaris feli\u00e7os s\u2019alegren que els agents tinguin una actitud positiva en l\u2019atenci\u00f3, i <strong>una experi\u00e8ncia satisfact\u00f2ria dels usuaris genera en els contact center majors taxes de comprom\u00eds, retenci\u00f3 i productivitat<\/strong>.<\/p>\n<p><strong>Una bona experi\u00e8ncia, segons el 65% dels usuaris, t\u00e9 m\u00e9s pes que una gran publicitat<\/strong>. No nom\u00e9s aix\u00f2, el 42% dels usuaris estan disposats a pagar m\u00e9s per aquesta experi\u00e8ncia. Els usuaris paguen una prima del 16% per grans experi\u00e8ncies i semblen molt feli\u00e7os de fer-ho.<\/p>\n<h5><strong>3) Qu\u00e8 succeeix quan l\u2019experi\u00e8ncia d\u2019usuari va malament?<\/strong><\/h5>\n<p>Qu\u00e8 passa quan un contact center no proporciona als agents les eines, la capacitaci\u00f3 i la tecnologia adequades? La resposta \u00e9s senzilla: que l\u2019atenci\u00f3 dels usuaris es pot veure afectada de forma negativa.<\/p>\n<p>Qu\u00e8 es necessita per a qu\u00e8 els usuaris deixin de treballar amb una organitzaci\u00f3?<\/p>\n<ul>\n<li>El 32% afirma que va deixar de comprar en una empresa despr\u00e9s de nom\u00e9s una mala experi\u00e8ncia.<\/li>\n<li>El 59% explica que va deixar de comprar en una empresa despr\u00e9s de diverses males experi\u00e8ncies.<\/li>\n<li>El 46% diu que va deixar de comprar en una empresa per la mala formaci\u00f3 dels empleats.<\/li>\n<li><strong>Nom\u00e9s el 38% dels usuaris afirma que els empleats entenen les seves necessitats<\/strong>. Aix\u00f2 deixa bastant marge de millora en l\u2019atenci\u00f3 al client per part dels contact center.<\/li>\n<\/ul>\n<h5><strong>4) Com poden els contact center assegurar-se que els usuaris visquin una bona experi\u00e8ncia?<\/strong><\/h5>\n<p>La soluci\u00f3 de call center en el n\u00favol \u00e9s la millor opci\u00f3. <strong>masvoz <\/strong>disposa d\u2019un software d\u2019atenci\u00f3 telef\u00f2nica professional en el n\u00favol amb m\u00f2duls especialitzats per a la recepci\u00f3 i emissi\u00f3 de trucades, la gesti\u00f3 de campanyes i la generaci\u00f3 d\u2019informes. La soluci\u00f3 <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\">Cloud Contact Center<\/a><\/strong> combina l\u2019efic\u00e0cia d\u2019una plataforma de contact center, amb la versatilitat dels serveis cloud. Es tracta d\u2019una elecci\u00f3 per a call centers que busquen resultats sense renunciar a l\u2019efici\u00e8ncia.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les empreses responsabilitzen als contact center per oferir un factor competitiu decisiu: una excel\u00b7lent experi\u00e8ncia d\u2019usuari. I tamb\u00e9 ho fan els usuaris. De fet, el 73% dels consumidors afirma que el servei al client exerceix un paper important en les seves decisions de compra. 1) Qu\u00e8 volen els usuaris? Els usuaris volen grans experi\u00e8ncies. Busquen&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/4-preguntes-que-tot-contact-center-hauria-de-fer-se\/\" title=\"Read 4 preguntes que tot contact center hauria de fer-se\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33442,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33441","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>4 preguntes que tot contact center hauria de fer-se - 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-preguntas-que-todo-contact-center-deberia-hacerse\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 preguntes que tot contact center hauria de fer-se - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Les empreses responsabilitzen als contact center per oferir un factor competitiu decisiu: una excel\u00b7lent experi\u00e8ncia d\u2019usuari. I tamb\u00e9 ho fan els usuaris. De fet, el 73% dels consumidors afirma que el servei al client exerceix un paper important en les seves decisions de compra. 1) Qu\u00e8 volen els usuaris? Els usuaris volen grans experi\u00e8ncies. Busquen... Read more &raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2019-05-13T12:43:33+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-23T13:51:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-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-preguntas-que-todo-contact-center-deberia-hacerse\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"4 preguntes que tot contact center hauria de fer-se\",\"datePublished\":\"2019-05-13T12:43:33+00:00\",\"dateModified\":\"2022-06-23T13:51:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/\"},\"wordCount\":529,\"image\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg\",\"articleSection\":[\"Atenci\u00f3 al client\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/\",\"url\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/\",\"name\":\"4 preguntes que tot contact center hauria de fer-se - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg\",\"datePublished\":\"2019-05-13T12:43:33+00:00\",\"dateModified\":\"2022-06-23T13:51:12+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#breadcrumb\"},\"inLanguage\":\"ca\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg\",\"width\":970,\"height\":630},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"4 preguntes que tot contact center hauria de fer-se\"}]},{\"@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 preguntes que tot contact center hauria de fer-se - 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-preguntas-que-todo-contact-center-deberia-hacerse\/","og_locale":"ca_ES","og_type":"article","og_title":"4 preguntes que tot contact center hauria de fer-se - Enreach ES","og_description":"Les empreses responsabilitzen als contact center per oferir un factor competitiu decisiu: una excel\u00b7lent experi\u00e8ncia d\u2019usuari. I tamb\u00e9 ho fan els usuaris. De fet, el 73% dels consumidors afirma que el servei al client exerceix un paper important en les seves decisions de compra. 1) Qu\u00e8 volen els usuaris? Els usuaris volen grans experi\u00e8ncies. Busquen... Read more &raquo;","og_url":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/","og_site_name":"Enreach ES","article_published_time":"2019-05-13T12:43:33+00:00","article_modified_time":"2022-06-23T13:51:12+00:00","og_image":[{"width":970,"height":630,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-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-preguntas-que-todo-contact-center-deberia-hacerse\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"4 preguntes que tot contact center hauria de fer-se","datePublished":"2019-05-13T12:43:33+00:00","dateModified":"2022-06-23T13:51:12+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/"},"wordCount":529,"image":{"@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg","articleSection":["Atenci\u00f3 al client"],"inLanguage":"ca"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/","url":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/","name":"4 preguntes que tot contact center hauria de fer-se - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg","datePublished":"2019-05-13T12:43:33+00:00","dateModified":"2022-06-23T13:51:12+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#breadcrumb"},"inLanguage":"ca","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/"]}]},{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/69-contact-center-1.jpg","width":970,"height":630},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/blog\/4-preguntas-que-todo-contact-center-deberia-hacerse\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/"},{"@type":"ListItem","position":2,"name":"4 preguntes que tot contact center hauria de fer-se"}]},{"@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\/33441","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=33441"}],"version-history":[{"count":0,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/33441\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media\/33442"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media?parent=33441"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/categories?post=33441"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/tags?post=33441"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}