{"id":33608,"date":"2019-11-21T09:30:24","date_gmt":"2019-11-21T08:30:24","guid":{"rendered":"https:\/\/enreach.es\/blog\/6-prediccions-clau-sobre-els-contact-center-del-2020\/"},"modified":"2022-06-23T13:51:33","modified_gmt":"2022-06-23T13:51:33","slug":"6-prediccions-clau-sobre-els-contact-center-del-2020","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/6-prediccions-clau-sobre-els-contact-center-del-2020\/","title":{"rendered":"6 prediccions clau sobre els Contact Center del 2020"},"content":{"rendered":"

El rendiment dels contact center est\u00e0 relacionat amb la capacitat de resposta, la comprensi\u00f3 dels problemes dels usuaris i l\u2019\u00fas de tarifes competitives per atreure clients potencials. Mantenir-se alerta i buscar indicadors per augmentar i tancar les vendes a curt termini, pot ser un ardu repte pels agents si no es disposa d\u2019una bona estrat\u00e8gia.<\/p>\n

6 prediccions clau sobre els Contact Center del 2020<\/strong><\/h5>\n

El teu contact center disposa de les eines necess\u00e0ries per millorar la seva productivitat? Aprofites les \u00faltimes tecnologies per agilitzar la captaci\u00f3 de leads? Les tend\u00e8ncies que v\u00e9nen pel 2020 en l\u2019\u00e0mbit de l\u2019atenci\u00f3 al client, ajudaran a que els call center siguin m\u00e9s productius, a disminuir els costos i a captar els millors leads pel creixement de l\u2019organitzaci\u00f3.<\/p>\n

1) Servei de contact center basat en el n\u00favol per reduir despeses<\/strong><\/h5>\n

Amb un contact center en el n\u00favol<\/strong><\/a>, es disposar\u00e0 de l\u2019agilitat i la flexibilitat necess\u00e0ries per servir a una audi\u00e8ncia m\u00e9s \u00e0mplia sense assignar una porci\u00f3 de la despesa en TI i infraestructura.<\/p>\n

Amb un CRM sofisticat i eines de comunicaci\u00f3 en temps real<\/strong>, el call center pot concentrar-se en la captaci\u00f3 de clients potencials. Aix\u00f2 permet la contractaci\u00f3 d\u2019agents qualificats sense preocupar-se per la seva ubicaci\u00f3 geogr\u00e0fica, donat que el n\u00favol permet a les empreses crear una for\u00e7a de treball remota (teletreball) per ajudar als usuaris en qualsevol moment i en qualsevol lloc<\/strong>.<\/p>\n

2) Enfoc omnicanal per a una major retenci\u00f3 de clients<\/strong><\/h5>\n

L\u2019omnicanalitat<\/strong> mant\u00e9 la comunicaci\u00f3 consistent i unificada a trav\u00e9s de canals que permeten un seguiment eficient<\/strong>. Per tant, els agents poden extreure la informaci\u00f3 de l\u2019usuari de les seves interaccions anteriors en lloc d\u2019obligar-los a repetir el seu problema o consulta un cop rere un altre. Segons una investigaci\u00f3, les empreses que aprofiten l\u2019omnicanalitat retenen al 89% dels usuaris<\/strong>, mentre que les organitzacions que segueixen els m\u00e8todes tradicionals mantenen nom\u00e9s al 33% d\u2019ells.<\/p>\n

3) Resposta de veu interactiva amb IA<\/strong><\/h5>\n

Al llarg dels anys, la resposta de veu interactiva (IVR) ha estat la base dels contact center i continuar\u00e0 avan\u00e7ant el 2020, impulsada per la Intel\u00b7lig\u00e8ncia Artificial (IA). L\u2019IVR intel\u00b7ligent \u00e9s una de les tend\u00e8ncies tecnol\u00f2giques clau del call center pel 2020<\/strong>. Pot interpretar accents i tons amb m\u00e9s precisi\u00f3 que el software tradicional de reconeixement de veu. Els usuaris que s\u00f3n repropis a esperar a la cua mostren una inclinaci\u00f3 cap als sistemes IVR impulsats per IA que assignen a la persona que truca als agents o departaments adequats en cada cas<\/strong>.<\/p>\n

4) Eines avan\u00e7ades d\u2019autoservei per alliberar als agents <\/strong><\/h5>\n

Les eines d\u2019autoservei<\/strong> han demostrat la seva efic\u00e0cia en el maneig de la majoria dels problemes o consultes preliminars on el suport d\u2019agents en viu no \u00e9s obligatori<\/strong>. Les enquestes han demostrat la forta inclinaci\u00f3 de l\u2019usuari cap a les solucions d\u2019autoservei sobre el suport dels agents. Les solucions d\u2019autoservei inclouen preguntes freq\u00fcents i tutorials que eduquen als usuaris a solucionar problemes gen\u00e8rics pel seu compte.<\/p>\n

El 2020, les eines d\u2019autoservei veuran un augment en la seva adopci\u00f3 perqu\u00e8 la majoria de les empreses creuen que alliberar\u00e0 als agents per centrar-se en tasques que requereixen una atenci\u00f3 m\u00e9s personalitzada<\/strong>. Les organitzacions intel\u00b7ligents del dem\u00e0 ja estan construint una biblioteca de recursos f\u00e0cil d\u2019usar que inclou un agent virtual.<\/p>\n

5) Negocis basats en an\u00e0lisis per millorar els serveis<\/strong><\/h5>\n

L\u2019anal\u00edtica<\/strong> \u00e9s la part m\u00e9s poderosa de qualsevol negoci basat en dades i continuar\u00e0 sent una part central de l\u2019estrat\u00e8gia comercial el 2020, ja que facilita a les empreses prendre les decisions adequades i cr\u00e9ixer en la direcci\u00f3 correcta<\/strong>. Per comprendre l\u2019epicentre d\u2019un problema, \u00e9s imprescindible examinar el rendiment de l\u2019agent.<\/p>\n

Al fer-ho, pot revelar qu\u00e8 prefereixen els usuaris i com es poden oferir millors nivells de servei. Com? Fent un seguiment amb els usuaris per correu electr\u00f2nic o mitjan\u00e7ant una trucada telef\u00f2nica per avaluar la seva satisfacci\u00f3 amb els nivells de servei. Un software de garantia de qualitat mesurar\u00e0 m\u00faltiples criteris, com el temps de resoluci\u00f3, el nombre de trucades, etc<\/strong>. Els contact center poden emprar aquests coneixements per a comprendre si l\u2019usuari prefereix l\u2019autoservei o el suport d\u2019agent en viu.<\/p>\n

6) Implementar la recuperaci\u00f3 de missatges <\/strong><\/h5>\n

Amb el creixement exponencial de la tecnologia, \u00e9s possible filtrar comunicacions no desitjades o err\u00f2nies sense comprometre els nivells de servei. El 2020, m\u00e9s call centers explotaran la tecnologia de filtratge de missatges que verificar\u00e0 aquells erronis sense afectar a l\u2019experi\u00e8ncia de servei al client o el flux de la conversa<\/strong>. Els errors de missatges i la informaci\u00f3 err\u00f2nia (si n\u2019hi ha) es poden resoldre sense p\u00e8rdues de temps i diners.<\/p>\n

En conclusi\u00f3, amb cada cop m\u00e9s compet\u00e8ncia, aquelles empreses que no volen seguir les tend\u00e8ncies del mercat tindran m\u00e9s possibilitats de frac\u00e0s. L\u2019adopci\u00f3 de la tecnologia i el canvi d\u2019estrat\u00e8gia no nom\u00e9s descarregaran als agents per centrar-se en altres reptes, sin\u00f3 que tamb\u00e9 realinearan el call center per ser m\u00e9s productiu<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

El rendiment dels contact center est\u00e0 relacionat amb la capacitat de resposta, la comprensi\u00f3 dels problemes dels usuaris i l\u2019\u00fas de tarifes competitives per atreure clients potencials. Mantenir-se alerta i buscar indicadors per augmentar i tancar les vendes a curt termini, pot ser un ardu repte pels agents si no es disposa d\u2019una bona estrat\u00e8gia…. Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33609,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33608","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\n6 prediccions clau sobre els Contact Center del 2020 - 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\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 prediccions clau sobre els Contact Center del 2020 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"El rendiment dels contact center est\u00e0 relacionat amb la capacitat de resposta, la comprensi\u00f3 dels problemes dels usuaris i l\u2019\u00fas de tarifes competitives per atreure clients potencials. Mantenir-se alerta i buscar indicadors per augmentar i tancar les vendes a curt termini, pot ser un ardu repte pels agents si no es disposa d\u2019una bona estrat\u00e8gia.... Read more »\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2019-11-21T08:30:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-23T13:51:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-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=\"4 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"6 prediccions clau sobre els Contact Center del 2020\",\"datePublished\":\"2019-11-21T08:30:24+00:00\",\"dateModified\":\"2022-06-23T13:51:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\"},\"wordCount\":884,\"image\":{\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg\",\"articleSection\":[\"Atenci\u00f3 al client\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\",\"url\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\",\"name\":\"6 prediccions clau sobre els Contact Center del 2020 - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg\",\"datePublished\":\"2019-11-21T08:30:24+00:00\",\"dateModified\":\"2022-06-23T13:51:33+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#breadcrumb\"},\"inLanguage\":\"ca\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg\",\"width\":970,\"height\":630},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"6 prediccions clau sobre els Contact Center del 2020\"}]},{\"@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":"6 prediccions clau sobre els Contact Center del 2020 - 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\/6-predicciones-clave-sobre-los-contact-center-de-2020\/","og_locale":"ca_ES","og_type":"article","og_title":"6 prediccions clau sobre els Contact Center del 2020 - Enreach ES","og_description":"El rendiment dels contact center est\u00e0 relacionat amb la capacitat de resposta, la comprensi\u00f3 dels problemes dels usuaris i l\u2019\u00fas de tarifes competitives per atreure clients potencials. Mantenir-se alerta i buscar indicadors per augmentar i tancar les vendes a curt termini, pot ser un ardu repte pels agents si no es disposa d\u2019una bona estrat\u00e8gia.... Read more »","og_url":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/","og_site_name":"Enreach ES","article_published_time":"2019-11-21T08:30:24+00:00","article_modified_time":"2022-06-23T13:51:33+00:00","og_image":[{"width":970,"height":630,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg","type":"image\/jpeg"}],"author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Escrit per":"Enreach","Temps estimat de lectura":"4 minuts"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"6 prediccions clau sobre els Contact Center del 2020","datePublished":"2019-11-21T08:30:24+00:00","dateModified":"2022-06-23T13:51:33+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/"},"wordCount":884,"image":{"@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg","articleSection":["Atenci\u00f3 al client"],"inLanguage":"ca"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/","url":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/","name":"6 prediccions clau sobre els Contact Center del 2020 - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg","datePublished":"2019-11-21T08:30:24+00:00","dateModified":"2022-06-23T13:51:33+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#breadcrumb"},"inLanguage":"ca","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/"]}]},{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/06\/106-contact-center-mv-1.jpg","width":970,"height":630},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/blog\/6-predicciones-clave-sobre-los-contact-center-de-2020\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/"},{"@type":"ListItem","position":2,"name":"6 prediccions clau sobre els Contact Center del 2020"}]},{"@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\/33608","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=33608"}],"version-history":[{"count":0,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/33608\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media\/33609"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media?parent=33608"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/categories?post=33608"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/tags?post=33608"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}