{"id":33760,"date":"2020-04-29T08:35:38","date_gmt":"2020-04-29T06:35:38","guid":{"rendered":"https:\/\/enreach.es\/blog\/la-importancia-de-la-intel%c2%b7ligencia-emocional-en-els-call-center-durant-el-coronavirus\/"},"modified":"2022-06-23T13:51:48","modified_gmt":"2022-06-23T13:51:48","slug":"la-importancia-de-la-intel%c2%b7ligencia-emocional-en-els-call-center-durant-el-coronavirus","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/la-importancia-de-la-intel%c2%b7ligencia-emocional-en-els-call-center-durant-el-coronavirus\/","title":{"rendered":"La import\u00e0ncia de la intel\u00b7lig\u00e8ncia emocional en els call center durant el coronavirus"},"content":{"rendered":"<p>Amb la crisi del coronavirus accelerant-se, estem exposats a un exc\u00e9s d\u2019informaci\u00f3 constantment. Davant d\u2019una situaci\u00f3 d\u2019incertesa, no sabem qu\u00e8 esperar i escoltem atentament qualsevol nou desenvolupament, centrant-nos en all\u00f2 que els experts ens diuen que fem per mantenir-nos segurs.<\/p>\n<p>El desconegut, i la volatilitat de la situaci\u00f3, ens mantenen nerviosos, preguntant-nos qu\u00e8 vindr\u00e0 dem\u00e0. Aquesta situaci\u00f3 pot fer-nos sentir por, angoixa i impot\u00e8ncia. Si b\u00e9 l\u2019amena\u00e7a \u00e9s real, el p\u00e0nic i no tenir control sobre les nostres emocions empitjoraran la situaci\u00f3.<\/p>\n<p>Per ajudar-nos, tant a nivell laboral com personal, existeix un concepte del qual s\u2019est\u00e0 parlant molt aquests dies: la <strong>intel\u00b7lig\u00e8ncia emocional<\/strong>.<\/p>\n<h5><strong>Qu\u00e8 \u00e9s la intel\u00b7lig\u00e8ncia emocional?<\/strong><\/h5>\n<p>La intel\u00b7lig\u00e8ncia emocional \u00e9s la <strong>capacitat de percebre amb precisi\u00f3 les emocions pr\u00f2pies i alienes<\/strong>; comprendre els senyals que les emocions envien sobre les relacions; i gestionar les emocions pr\u00f2pies i alienes. No necess\u00e0riament inclou les qualitats (com optimisme, iniciativa i confian\u00e7a en si mateix) que algunes definicions populars li atribueixen.<\/p>\n<p>En l\u2019\u00e0mbit laboral, aquest tipus d\u2019intel\u00b7lig\u00e8ncia \u00e9s b\u00e0sica pels l\u00edders i els responsables de departament en aquests moments, donat que poden <strong>ajudar a gestionar les relacions amb els empleats i a mantenir la <\/strong><a href=\"https:\/\/www.masvoz.cat\/treballa-amb-nosaltres\/missio-valors-persones\/\"><strong>motivaci\u00f3 de l\u2019equip<\/strong><\/a>.<\/p>\n<h5><strong>Els cinc elements de la intel\u00b7lig\u00e8ncia emocional:<\/strong><\/h5>\n<ul>\n<li><strong>Autoconsci\u00e8ncia:<\/strong> La capacitat de comprendre les pr\u00f2pies fortaleses i debilitats i com afecten a les interaccions socials.<\/li>\n<li><strong>Autoregulaci\u00f3:<\/strong> La capacitat de gestionar les emocions, respondre adequadament a les situacions i expressar les emociones amb control.<\/li>\n<li><strong>Motivaci\u00f3:<\/strong> La capacitat de desenvolupar l\u2019automotivaci\u00f3, en lloc de dependre de factors externs com els diners, el reconeixement o els t\u00edtols de treball com a font de motivaci\u00f3.<\/li>\n<li><strong>Empatia:<\/strong> La capacitat de comprendre i ser comprensiu amb les situacions dels altres.<\/li>\n<li><strong>Habilitats de les persones:<\/strong> La capacitat de connectar-se i generar confian\u00e7a i relaci\u00f3 amb els altres.<\/li>\n<\/ul>\n<h5><strong>Per qu\u00e8 la intel\u00b7lig\u00e8ncia emocional \u00e9s important en els call center?<\/strong><\/h5>\n<p>Els contact center nom\u00e9s poden tenir \u00e8xit si els agents tenen les habilitats i els trets necessaris per construir relacions duradores amb els clients. <strong>Per construir una organitzaci\u00f3 veritablement centrada en el client, per tant, els seus empleats han de ser molt intel\u00b7ligents emocionalment<\/strong>.<\/p>\n<h5><strong>Cinc avantatges de cultivar aquest tret entre l\u2019equip<\/strong><\/h5>\n<h5><strong>1) Construir equips forts i productius<\/strong><\/h5>\n<p>Nom\u00e9s es pot aconseguir un gran treball en equip si els seus membres poden comunicar-se amb els seus col\u00b7legues i treballar en harmonia amb els altres.<\/p>\n<h5><strong>2) Prendre decisions de contractaci\u00f3<\/strong><\/h5>\n<p>Al contractar representants pel servei al client, <strong>els gerents han d\u2019estar atents no nom\u00e9s a l\u2019experi\u00e8ncia t\u00e8cnica sin\u00f3 tamb\u00e9 als trets que indiquen un alt nivell d\u2019intel\u00b7lig\u00e8ncia emocional<\/strong>. Alguns d\u2019aquests s\u00f3n la independ\u00e8ncia, l\u2019autoconsci\u00e8ncia, la mentalitat oberta i la capacitat de tenir bona relaci\u00f3 amb els altres.<\/p>\n<h5><strong>3) Millorar el lideratge<\/strong><\/h5>\n<p>Aix\u00ed com \u00e9s crucial contractar empleats emocionalment intel\u00b7ligents, els l\u00edders tamb\u00e9 han de subscriure\u2019s a pr\u00e0ctiques de lideratge que tamb\u00e9 ho siguin. <strong>D\u2019aquesta manera, seran m\u00e9s sensibles a les necessitats dels seus treballadors, que \u00e9s el primer pas per impulsar el comprom\u00eds dels empleats<\/strong>.<\/p>\n<h5><strong>4) Relacionar-se millor amb els clients<\/strong><\/h5>\n<p>Els agents del call center emocionalment intel\u00b7ligents s\u00f3n emp\u00e0tics i agradables. <strong>Poden comunicar-se de manera efectiva i, sovint, s\u00f3n excel\u00b7lents per a la resoluci\u00f3 de conflictes<\/strong>. Aquestes habilitats clau permeten a les marques construir relacions significatives amb els seus clients.<\/p>\n<h5><strong>5) Millorar la cultura organitzacional<\/strong><\/h5>\n<p>Les empreses poden nodrir la intel\u00b7lig\u00e8ncia emocional dels seus empleats al submergir-los en el desenvolupament de la personalitat i les formacions de comunicaci\u00f3. Els l\u00edders tamb\u00e9 han de rebre capacitaci\u00f3 sobre com administrar als seus empleats de manera efectiva. <strong>Al fer-ho, les empreses de servei al client poden crear una cultura interna col\u00b7laborativa i m\u00e9s productiva<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Amb la crisi del coronavirus accelerant-se, estem exposats a un exc\u00e9s d\u2019informaci\u00f3 constantment. Davant d\u2019una situaci\u00f3 d\u2019incertesa, no sabem qu\u00e8 esperar i escoltem atentament qualsevol nou desenvolupament, centrant-nos en all\u00f2 que els experts ens diuen que fem per mantenir-nos segurs. El desconegut, i la volatilitat de la situaci\u00f3, ens mantenen nerviosos, preguntant-nos qu\u00e8 vindr\u00e0 dem\u00e0&#8230;.  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/la-importancia-de-la-intel%c2%b7ligencia-emocional-en-els-call-center-durant-el-coronavirus\/\" title=\"Read La import\u00e0ncia de la intel\u00b7lig\u00e8ncia emocional en els call center durant el coronavirus\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33761,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33760","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>La import\u00e0ncia de la intel\u00b7lig\u00e8ncia emocional en els call center durant el coronavirus - 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\/la-importancia-de-la-inteligencia-emocional-en-los-call-center-durante-el-coronavirus\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La import\u00e0ncia de la intel\u00b7lig\u00e8ncia emocional en els call center durant el coronavirus - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Amb la crisi del coronavirus accelerant-se, estem exposats a un exc\u00e9s d\u2019informaci\u00f3 constantment. 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