{"id":33724,"date":"2020-03-19T08:16:04","date_gmt":"2020-03-19T07:16:04","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-lomnicanalitat-esta-impulsant-la-propera-generacio-de-contact-centers\/"},"modified":"2022-06-23T13:51:43","modified_gmt":"2022-06-23T13:51:43","slug":"com-lomnicanalitat-esta-impulsant-la-propera-generacio-de-contact-centers","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-lomnicanalitat-esta-impulsant-la-propera-generacio-de-contact-centers\/","title":{"rendered":"Com l\u2019omnicanalitat est\u00e0 impulsant la propera generaci\u00f3 de contact centers"},"content":{"rendered":"

Les capacitats omnicanal estan impulsant el seg\u00fcent nivell de transformaci\u00f3 empresarial, convertint els call center en centres d\u2019experi\u00e8ncia del client. Amb aquest canvi, sorgeixen noves oportunitats per superar les expectatives de l\u2019usuari i maximitzar l\u2019efici\u00e8ncia, reduint el temps mig de gesti\u00f3 de cada trucada i el cost per contacte.<\/p>\n

Per qu\u00e8 l\u2019omnicanalitat \u00e9s tan important actualment?<\/strong><\/h5>\n

Les capacitats omnicanal i el que poden proporcionar a les empreses i els seus clients ha canviat dr\u00e0sticament al llarg dels anys. L\u2019omnicanalitat<\/a> proporciona una forma d\u2019apropar-se, i fins i tot resoldre, en molts casos, el repte de la resoluci\u00f3 en el primer contacte<\/strong>.<\/p>\n

Avui en dia, l\u2019omnicanalitat permet a una empresa veure i comprendre la vista completa de 360\u00b0 i el customer journey. A m\u00e9s a m\u00e9s, els agents que compleixen aquestes interaccions ara poden passar sense problemes d\u2019un mitj\u00e0 a un altre. Al disposar de m\u00faltiples canals de contacte, si un usuari participa en el xat amb un agent i desitja que se li envi\u00ef informaci\u00f3 addicional per SMS, aix\u00f2 pot fer-se mentre durant la pr\u00f2pia interacci\u00f3. Si l\u2019agent creu que la conversa requereix d\u2019atenci\u00f3 per veu, pot trucar a l\u2019usuari amb un clic i tenir tots els detalls del seu historial al seu abast.<\/p>\n

En \u00faltima inst\u00e0ncia, l\u2019omnicanalitat \u00e9s important perqu\u00e8 permet que una empresa diferenci\u00ef la seva marca al permetre una experi\u00e8ncia perfecta en entorns, dispositius i canals f\u00edsics i digitals<\/strong>.<\/p>\n

Omnicanalitat i teletreball<\/strong><\/h5>\n

Degut a COVID-19, organitzacions de totes les ind\u00fastries, sectors i mides estan demanant als seus empleats que no vagin a l\u2019oficina i es quedin a casa. Tant pels treballadors com per a les empreses, aquesta situaci\u00f3 inesperada t\u00e9 conseq\u00fc\u00e8ncies significatives. El teletreball de m\u00e9s persones es tradueix en una demanda molt major de m\u00e9s i diferents serveis de TI<\/strong>. Com a conseq\u00fc\u00e8ncia, els l\u00edders empresarials i de TI han d\u2019implementar solucions que mantinguin la creativitat, la productivitat, la innovaci\u00f3 i la comunicaci\u00f3 fluides, sense importar des d\u2019on treballin els empleats.<\/p>\n

Afortunadament, l\u2019omnicanalitat ajuda als call centers a mantenir les interaccions dels agents amb els usuaris<\/strong>, ja aquests disposen de les eines necess\u00e0ries per desenvolupar una atenci\u00f3 al client de qualitat.<\/p>\n

Intel\u00b7lig\u00e8ncia Artificial i omnicanalitat<\/strong><\/h5>\n

L\u2019omnicanalitat amb capacitats d\u2019Intel\u00b7lig\u00e8ncia Artificial \u00e9s beneficiosa tant pels agents com pels usuaris. Amb la IA abordant tasques b\u00e0siques, els agents s\u00f3n lliures de concentrar-se en les interaccions m\u00e9s complexes. A m\u00e9s a m\u00e9s, les comunicacions en el n\u00favol combinades amb IoT, IA, xat bots i comprensi\u00f3 del llenguatge natural <\/strong>(capacitat de l\u2019ordinador per comprendre un idioma: interpretar un missatge i entendre el seu significat i context) faciliten una millor experi\u00e8ncia del client, creant noves formes per a qu\u00e8 les empreses fomentin i construeixin relacions amb els usuaris<\/strong>.<\/p>\n

Gestionar la relaci\u00f3 amb els usuaris a trav\u00e9s d\u2019un call center tradicional ja no \u00e9s suficient per seguir sent rellevant i competir. A difer\u00e8ncia dels contact center, els centres omnicanal d\u2019experi\u00e8ncia del client reuneixen les interaccions en m\u00faltiples plataformes, des de trucades tradicionals fins a xarxes socials. Aquests centres utilitzen el poder de la Intel\u00b7lig\u00e8ncia Artificial i l\u2019aprenentatge autom\u00e0tic per veure els problemes emergents dels usuaris i identificar les millors solucions. Aix\u00f2 \u00e9s transformador per a l\u2019experi\u00e8ncia del client, aix\u00ed com per a l\u2019efici\u00e8ncia i productivitat dels empleats<\/strong>.<\/p>\n

Com haurien de comen\u00e7ar les empreses amb l\u2019omnicanalitat?<\/strong><\/h5>\n

Per implementar les capacitats omnicanal, les empreses han de comprendre com i quan desitgen interactuar els seus usuaris. Quins s\u00f3n els diferents canals que els clients poden usar i quins canals prefereixen m\u00e9s? Els seus processos de negocis consideren l\u2019experi\u00e8ncia de l\u2019usuari tant per a clients com per agents? Respondre a aquestes preguntes pot ajudar a identificar la millor estrat\u00e8gia omnicanal pels clients, i aquesta mentalitat de \u2018customer first\u2019 permetr\u00e0 a les organitzacions proporcionar el nivell de servei i experi\u00e8ncia que els usuaris esperen avui<\/strong>.<\/p>\n

En conclusi\u00f3, donats els continus canvis tecnol\u00f2gics, les empreses han de centrar-se en seguir sent \u00e0gils, complint amb les expectatives dels seus usuaris en tot moment. El customer journey de primera classe mai s\u2019aturar\u00e0, i s\u00f3n les companyies amb la tecnologia adequada (omnicanalitat, IA, etc.) les que atrauran i retindran clients. Tots els altres, segons els experts, es quedaran enrere.<\/p>\n","protected":false},"excerpt":{"rendered":"

Les capacitats omnicanal estan impulsant el seg\u00fcent nivell de transformaci\u00f3 empresarial, convertint els call center en centres d\u2019experi\u00e8ncia del client. Amb aquest canvi, sorgeixen noves oportunitats per superar les expectatives de l\u2019usuari i maximitzar l\u2019efici\u00e8ncia, reduint el temps mig de gesti\u00f3 de cada trucada i el cost per contacte. Per qu\u00e8 l\u2019omnicanalitat \u00e9s tan important… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33725,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33724","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom l\u2019omnicanalitat est\u00e0 impulsant la propera generaci\u00f3 de contact centers - 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-omnicanalidad-esta-impulsando-la-proxima-generacion-de-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com l\u2019omnicanalitat est\u00e0 impulsant la propera generaci\u00f3 de contact centers - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Les capacitats omnicanal estan impulsant el seg\u00fcent nivell de transformaci\u00f3 empresarial, convertint els call center en centres d\u2019experi\u00e8ncia del client. 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