{"id":33711,"date":"2020-03-04T15:05:12","date_gmt":"2020-03-04T14:05:12","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-lanalitica-avancada-pot-millorar-el-servei-al-client-en-els-contact-center\/"},"modified":"2022-06-23T13:51:42","modified_gmt":"2022-06-23T13:51:42","slug":"com-lanalitica-avancada-pot-millorar-el-servei-al-client-en-els-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-lanalitica-avancada-pot-millorar-el-servei-al-client-en-els-contact-center\/","title":{"rendered":"Com l\u2019anal\u00edtica avan\u00e7ada pot millorar el servei al client en els contact center"},"content":{"rendered":"

Per aprofitar al m\u00e0xim els avantatges de l\u2019anal\u00edtica avan\u00e7ada, les organitzacions han de tenir els fonaments adequats per aprofitar tot el potencial de les seves dades.<\/p>\n

Cada cop m\u00e9s, buscant posar al client en primer lloc, els supervisors requereixen de la informaci\u00f3 de rendiment precisa i detallada que pot proporcionar l\u2019an\u00e0lisi en temps real. En aquest sentit, segons la consultora McKinsey, les dades b\u00e0siques i les eines d\u2019an\u00e0lisi s\u2019estan convertint en una pr\u00e0ctica est\u00e0ndard als call center. Tanmateix, nom\u00e9s el 37% de les empreses estan emprant an\u00e0lisis avan\u00e7ades per crear valor.<\/p>\n

L\u2019anal\u00edtica avan\u00e7ada ajuda als <\/strong>centres d\u2019atenci\u00f3 al client<\/strong><\/a> a identificar possibles errors en el seu funcionament<\/strong>. Tot i que gr\u00e0cies a les dades i la intel\u00b7lig\u00e8ncia dels software d\u2019an\u00e0lisis poden trobar-se patrons m\u00e9s f\u00e0cilment i, conseq\u00fcentment, l\u2019organitzaci\u00f3 pot prendre decisions comercials basades en els comportaments i activitats reals dels clients.<\/p>\n

A m\u00e9s a m\u00e9s, a l\u2019analitzar totes les dades disponibles de l\u2019usuari, els agents poden millorar l\u2019experi\u00e8ncia del client i complir les seves expectatives<\/strong>. Com a resultat, els usuaris obtindran les solucions que necessiten d\u2019una forma r\u00e0pida i senzilla.<\/p>\n

Segons dades de McKinsey, els call center ja han aplicat an\u00e0lisis avan\u00e7ades per reduir el temps mig de gesti\u00f3 fins un 40%, augmentar les taxes d\u2019autoservei d\u2019un 5% a un 20%, reduir els costos dels empleats fins a 5 milions de d\u00f2lars i augmentar la taxa de conversi\u00f3 en trucades de servei a vendes en gaireb\u00e9 un 50%. Tot aix\u00f2 mentre millora la satisfacci\u00f3 del client i el comprom\u00eds dels empleats<\/strong>.<\/p>\n

Per qu\u00e8 m\u00e9s empreses no han aprofitat les oportunitats que ofereix l\u2019an\u00e0lisi avan\u00e7ada?<\/strong><\/h5>\n
1) Manca de dades integrades a trav\u00e9s dels canals<\/strong><\/h5>\n

D\u2019una banda, moltes companyies compren un conjunt de solucions i actius a mida per resoldre problemes individuals, en lloc de desenvolupar un enfocament estrat\u00e8gic basat en una \u00fanica plataforma integrada. D\u2019altra banda, l\u2019equip de qualitat, el de l\u2019administraci\u00f3 de la for\u00e7a laboral i el digital no es comuniquen entre si i, en alguns casos, ni tan sols tenen acc\u00e9s a les mateixes dades.<\/p>\n

2) Incapacitat per vincular els coneixements anal\u00edtics amb les accions <\/strong><\/h5>\n

D\u2019altres empreses generen coneixements a partir de l\u2019an\u00e0lisi, per\u00f2 no els tradueixen en accions concretes. La majoria de les organitzacions, per exemple, executen an\u00e0lisi de veu del client per calcular la resoluci\u00f3 en la primera trucada (FCR, en les seves sigles en angl\u00e8s) i les m\u00e8triques de satisfacci\u00f3 del client, per\u00f2 no utilitzen aquest feedback per redissenyar els processos.<\/p>\n

Quines s\u00f3n les caracter\u00edstiques d\u2019un call center basat en l\u2019an\u00e0lisi? <\/strong><\/h5>\n
1) Una visi\u00f3 i estrat\u00e8gia clara<\/strong><\/h5>\n

Els contact center necessiten una visi\u00f3 coherent de tota l\u2019empresa per realitzar l\u2019an\u00e0lisi. Aquesta visi\u00f3 ha de tenir un vincle clar amb l\u2019estrat\u00e8gia comercial general, juntament amb un full de ruta per implementar casos d\u2019\u00fas espec\u00edfics o oferir m\u00e9s opcions d\u2019autoservei per reduir la demanda als call center.<\/p>\n

2) Una organitzaci\u00f3 \u00e0gil amb capacitats d\u2019an\u00e0lisi interna<\/strong><\/h5>\n

Les empreses necessiten desenvolupar capacitats internes d\u2019an\u00e0lisi que s\u2019aline\u00efn amb els objectius estrat\u00e8gics de l\u2019organitzaci\u00f3. I, alhora, les empreses necessiten mecanismes \u00e0gils per capitalitzar les idees basades en an\u00e0lisis que es tradueixin en un millor servei al client.<\/p>\n

3)<\/strong> Un ecosistema de partners<\/strong><\/h5>\n

Poques empreses poden satisfer totes les seves necessitats de dades i an\u00e0lisis internament. Per aix\u00f2, han de determinar quines necessitats poden gestionar-se en l\u2019\u00e0mbit intern i quines han de subcontractar-se a partners experts.<\/p>\n

4) Una cultura de presa de decisions objectiva <\/strong><\/h5>\n

Les principals organitzacions de call centers prenen les seves decisions quotidianes en funci\u00f3 de les dades disponibles. Per exemple, quins s\u00f3n els millors perfils d\u2019empleats a contractar, en quins \u00e0mbits \u00e9s necess\u00e0ria la formaci\u00f3, si \u00e9s necessari oferir bonificacions basades en el rendiment dels agents, aix\u00ed com d\u2019altres iniciatives per optimitzar els resultats.<\/p>\n

Les millors organitzacions identifiquen els punts d\u00e8bils dels clients com una oportunitat per diferenciar-se de la compet\u00e8ncia de manera proactiva, per\u00f2 no poden aconseguir-ho sense una anal\u00edtica avan\u00e7ada. L\u2019estat actual de l\u2019anal\u00edtica dels call center ofereix a les empreses la capacitat de millorar la qualitat del servei tenint en compte el resultat final.<\/p>\n

L\u2019an\u00e0lisi de dades <\/strong>dels contact center ofereix una oportunitat \u00fanica per monitorejar i millorar una varietat de m\u00e8triques de servei com temps de trucada, efici\u00e8ncia, rendiment dels agents i satisfacci\u00f3 del client<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Per aprofitar al m\u00e0xim els avantatges de l\u2019anal\u00edtica avan\u00e7ada, les organitzacions han de tenir els fonaments adequats per aprofitar tot el potencial de les seves dades. Cada cop m\u00e9s, buscant posar al client en primer lloc, els supervisors requereixen de la informaci\u00f3 de rendiment precisa i detallada que pot proporcionar l\u2019an\u00e0lisi en temps real. En… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33712,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33711","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom l\u2019anal\u00edtica avan\u00e7ada pot millorar el servei al client 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\/como-la-analitica-avanzada-puede-mejorar-el-servicio-al-cliente-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=\"Com l\u2019anal\u00edtica avan\u00e7ada pot millorar el servei al client en els contact center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Per aprofitar al m\u00e0xim els avantatges de l\u2019anal\u00edtica avan\u00e7ada, les organitzacions han de tenir els fonaments adequats per aprofitar tot el potencial de les seves dades. 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