{"id":33498,"date":"2019-07-24T16:24:43","date_gmt":"2019-07-24T14:24:43","guid":{"rendered":"https:\/\/enreach.es\/blog\/4-punts-clau-de-rendiment-en-els-contact-center\/"},"modified":"2022-06-23T13:51:21","modified_gmt":"2022-06-23T13:51:21","slug":"4-punts-clau-de-rendiment-en-els-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/4-punts-clau-de-rendiment-en-els-contact-center\/","title":{"rendered":"4 punts clau de rendiment en els contact center"},"content":{"rendered":"

A mesura que les organitzacions tenen una visi\u00f3 m\u00e9s clara sobre el call center, les seves prioritats estrat\u00e8giques m\u00e9s importants canvien i els seus l\u00edders prenen decisions sobre les formes espec\u00edfiques de millora que han de perseguir. Aquestes \u00e0rees consumiran la major part de la seva atenci\u00f3 i els seus recursos. El rendiment en aquestes \u00e0rees determinar\u00e0, en conseq\u00fc\u00e8ncia, si el call center t\u00e9 \u00e8xit.<\/p>\n

Punts clau de rendiment en els contact center:<\/strong><\/h5>\n
1) Reduir l\u2019esfor\u00e7 de l\u2019usuari<\/strong><\/h5>\n

En aquest sentit, l\u2019\u00fas de l\u2019autoservei jugar\u00e0 un paper fonamental<\/strong>. Gaireb\u00e9 el 67% de les empreses identifica l\u2019\u00fas creixent de l\u2019autoservei com una prioritat, pel que \u00e9s l\u2019enfoc m\u00e9s popular pels call center d\u2019avui.<\/p>\n

Una plataforma d\u2019autoservei efectiva \u00e9s eficient per a l\u2019organitzaci\u00f3 i convenient per a l\u2019usuari. Aix\u00ed mateix, un augment del seu \u00fas tamb\u00e9 produeix beneficis d\u2019exercici m\u00e9s amplis. Al gestionar un major percentatge de tasques transaccionals, les plataformes d\u2019autoservei permeten als agents enfocar-se en oferir un comprom\u00eds de major valor als usuaris<\/strong>.<\/p>\n

Aquestes eines tamb\u00e9 permetran capturar m\u00e9s informaci\u00f3 processable dels usuaris i, per tant, poden proporcionar als agents un context m\u00e9s ampli. \u00c9s a dir, quan la plataforma d\u2019autoservei \u00e9s efectiva, els usuaris i els agents se\u2019n beneficien significativament<\/strong>.<\/p>\n

2) First Contact Resolution (FRC)<\/strong><\/h5>\n

Segons una enquesta anual de CCW Digital, els usuaris confirmen la primera resoluci\u00f3 de contacte<\/strong><\/a> (FRC, en les seves sigles en angl\u00e8s) com el signe principal d\u2019una gran experi\u00e8ncia<\/strong>. Amb l\u2019objectiu de satisfer aquesta demanda, el 61% dels call center consideren el FCR com una prioritat.<\/p>\n

FCR \u00e9s un reflex simultani de l\u2019experi\u00e8ncia que ofereix l\u2019organitzaci\u00f3 i la funci\u00f3 de contacte amb l\u2019usuari que est\u00e0 operant<\/strong>. Despr\u00e9s de tot, FCR pren bases de coneixement s\u00f2lides, interf\u00edcies potents, intel\u00b7lig\u00e8ncia d\u2019usuari accionable, processos centrats en l\u2019usuari i capacitaci\u00f3 productiva per garantir que els agents puguin resoldre amb \u00e8xit el seu problema o consulta durant la interacci\u00f3 inicial.<\/p>\n

3) Augmentar les capacitats digitals<\/strong><\/h5>\n

FCR tamb\u00e9 est\u00e0 adquirint una import\u00e0ncia renovada en l\u2019era del comprom\u00eds digital. Si les organitzacions es prenen seriosament la creaci\u00f3 d\u2019opcions digitals i d\u2019autoservei m\u00e9s robustes, es comprometran a augmentar les taxes de resoluci\u00f3 dins d\u2019aquests canals.<\/p>\n

Al centrar-se espec\u00edficament en la utilitzaci\u00f3, les organitzacions estableixen la responsabilitat dels seus canals digitals. Proporcionaran un comprom\u00eds i un suport significatius, no una simple \u201ccomunicaci\u00f3\u201d, en aquests mitjans<\/strong>.<\/p>\n

A mesura que els usuaris es sentin m\u00e9s c\u00f2modes i confiats en aquests canals, els usaran amb m\u00e9s freq\u00fc\u00e8ncia. Per tant, quan els agents i els usuaris parlin a trav\u00e9s del canal de veu, ser\u00e0 per una q\u00fcesti\u00f3 de valor afegit<\/strong>.\u00a0<\/strong><\/p>\n

4) Reduir l\u2019esfor\u00e7 dels agents<\/strong><\/h5>\n

Entre les prioritats del 54% de les organitzacions, reduir l\u2019esfor\u00e7 dels agents i millorar la seva base de coneixements dels usuaris, s\u00f3n un dels objectius de rendiment. En conseq\u00fc\u00e8ncia, la millora d\u2019aquesta base crear\u00e0 agents m\u00e9s productius i menys frustrats<\/strong>.<\/p>\n

La base de coneixements tamb\u00e9 s\u2019incorporar\u00e0 a les eines d\u2019autoservei, donat que a les empreses que volen augmentar el seu \u00fas, una plataforma de coneixement s\u00f2lida es torna especialment important.<\/p>\n

Mentrestant, l\u2019objectiu de reduir l\u2019esfor\u00e7 dels agents ser\u00e0 responsable de tots els sistemes <\/strong>(eines de comunicaci\u00f3, taulers de control, solucions de CRM, plataformes d\u2019enrutament…) que afecten al seu flux de treball<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

A mesura que les organitzacions tenen una visi\u00f3 m\u00e9s clara sobre el call center, les seves prioritats estrat\u00e8giques m\u00e9s importants canvien i els seus l\u00edders prenen decisions sobre les formes espec\u00edfiques de millora que han de perseguir. Aquestes \u00e0rees consumiran la major part de la seva atenci\u00f3 i els seus recursos. El rendiment en aquestes… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33499,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33498","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n4 punts clau de rendiment en els 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\/4-puntos-clave-de-rendimiento-en-los-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 punts clau de rendiment en els contact center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"A mesura que les organitzacions tenen una visi\u00f3 m\u00e9s clara sobre el call center, les seves prioritats estrat\u00e8giques m\u00e9s importants canvien i els seus l\u00edders prenen decisions sobre les formes espec\u00edfiques de millora que han de perseguir. 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