{"id":33765,"date":"2020-05-06T10:01:15","date_gmt":"2020-05-06T08:01:15","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-faran-front-els-contact-center-al-mon-post-covid\/"},"modified":"2022-06-23T13:51:48","modified_gmt":"2022-06-23T13:51:48","slug":"com-faran-front-els-contact-center-al-mon-post-covid","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-faran-front-els-contact-center-al-mon-post-covid\/","title":{"rendered":"Com faran front els contact center al m\u00f3n post-COVID?"},"content":{"rendered":"

Actualment, amb el coronavirus est\u00e8s per tot el m\u00f3n i milions de persones confinades a les seves llars, els prove\u00efdors de telecomunicacions tenen una demanda major que mai. Per qu\u00e8? La resposta \u00e9s \u00f2bvia: ajuden a la societat a mantenir-se connectada en el m\u00f3n de l\u2019autoa\u00efllament i a les empreses a mantenir la seva activitat mitjan\u00e7ant el teletreball.<\/p>\n

Com impactar\u00e0 el coronavirus als contact center?<\/strong><\/h5>\n

Segons GlobalData, els centres d\u2019atenci\u00f3 al client s\u2019enfronten ara a reptes immediats en la ind\u00fastria de les telecomunicacions. Aquests han de superar-se per arribar o fins i tot augmentar el nivell de productivitat que tenien abans de la crisi. Entre aquests reptes estan:<\/p>\n

1) La transici\u00f3 al treball remot<\/strong><\/h5>\n

El treball des de casa \u00e9s un model completament nou pels call center, ja que molts d\u2019ells mai havien pensat en el teletreball abans del coronavirus. Tanmateix, aix\u00f2 no ser\u00e0 un problema amb un bon sistema de contact center basat en el n\u00favol<\/strong><\/a>, que permeti als agents treballar des de qualsevol lloc utilitzant el seu propi dispositiu i una connexi\u00f3 estable a Internet. Per emetre o rebre trucades, simplement necessiten iniciar sessi\u00f3 en el sistema i accedir a la informaci\u00f3 dels clients.<\/p>\n

2) L\u2019acc\u00e9s segur i f\u00e0cil a les dades corporatives<\/strong><\/h5>\n

Quan treballen des de casa, els agents empren principalment els seus ordinadors personals, laptops, m\u00f2bils o tauletes. \u00c9s per aix\u00f2 que, al canviar a un centre de trucades virtual, s\u2019ha de garantir un acc\u00e9s segur i sense problemes als recursos de telecomunicacions pels seus equips remots<\/strong>. Per tant, \u00e9s convenient usar un servei VPN (Virtual Private Network, una xarxa que es construeix utilitzant cables p\u00fablics, generalment Internet, per connectar usuaris remots o oficines a la xarxa interna privada d\u2019una empresa) per obtenir una connexi\u00f3 corporativa segura i f\u00e0cil, igual a la que solia tenir a l\u2019oficina.<\/p>\n

3) L\u2019alt volum de trucades <\/strong><\/h5>\n

Molts contact center no estan preparats per donar suport als seus clients durant la crisi pand\u00e8mica, ja que no poden gestionar el volum de trucades entrants, el que comporta llargs temps d\u2019espera i un augment de les trucades caigudes. No obstant, una bona resposta de veu interactiva (IVR) <\/strong>i un sistema de distribuci\u00f3 de trucades (ACD)<\/strong> poden automatitzar la rutina del call center i ajudar als agents a mantenir la calma fins i tot en moments cr\u00edtics.<\/p>\n

4) L\u2019optimitzaci\u00f3 de costos<\/strong><\/h5>\n

Quan de sobte el contact center es posa en l\u00ednia, \u00e9s hora d\u2019optimitzar les seves despeses. Tenir una oficina virtual vol dir que pot demanar ajuts per pagar el lloguer i considerar retallades temporals de personal en funci\u00f3 de l\u2019efici\u00e8ncia de cada membre del seu equip. Tamb\u00e9 pot pensar en l\u2019automatitzaci\u00f3 de la rutina de treball <\/strong>seleccionant la distribuci\u00f3 autom\u00e0tica de trucades i el sistema de marcaci\u00f3 autom\u00e0tica correctes.<\/p>\n

La nova normalitat despr\u00e9s de COVID-19: Perspectiva a llarg termini<\/strong><\/h5>\n

Hi ha vida despr\u00e9s de COVID-19? \u00d2bviament s\u00ed. Per\u00f2 hi haur\u00e0 canvis en el m\u00f3n empresarial:<\/p>\n

1) L\u2019oficina no tornar\u00e0 a ser la mateixa<\/strong><\/h5>\n

\u00c9s molt probable que el teletreball sigui implantat en moltes empreses, tot i que nom\u00e9s sigui en una part dels membres de l\u2019equip. Aquesta crisi ha obligat a les organitzacions a implementar el treball remot per primer cop i, si l\u2019experi\u00e8ncia ha funcionat, moltes d\u2019elles valoraran contractar equips remots i reduir els costos en el lloguer d\u2019oficines, sobretot en aquells casos en qu\u00e8 no hi hagi suficient espai per mantenir el distanciament social. Aix\u00f2 no ser\u00e0 dif\u00edcil, ja que moltes d\u2019elles ja estan equipades amb totes les eines remotes necess\u00e0ries<\/strong>, que van comprar a l\u2019inici de la pand\u00e8mia.<\/p>\n

2) M\u00e9s empreses es traslladaran al n\u00favol <\/strong><\/h5>\n

Durant el coronavirus, va quedar clar que ja no funcionaria tenir telefonia fixa i software local per a les empreses. Si desitgen estar preparades per a qualsevol repte futur, ha de considerar-se moure la infraestructura del negoci al n\u00favol. Un cop fet aix\u00f2, es pot treballar f\u00e0cilment des de qualsevol lloc, amb qualsevol dispositiu connectat a Internet i sense reduir la productivitat.<\/p>\n

3) S\u2019invertir\u00e0 en el benestar dels empleats<\/strong><\/h5>\n

El comprom\u00eds dels empleats i la cultura corporativa adquiriran m\u00e9s valor que mai. La pand\u00e8mia ha emp\u00e8s a les empreses a canviar r\u00e0pidament per mantenir elements vitals de la cultura corporativa a l\u2019estar f\u00edsicament separats amb l\u2019objectiu de crear una experi\u00e8ncia significativa i atractiva pels empleats<\/strong>. Aix\u00ed mateix, les organitzacions hauran de plantejar-se les seg\u00fcents q\u00fcestions: Com donar suport als empleats des d\u2019un punt de vista mental i emocional? Els canals de comunicaci\u00f3 interna s\u00f3n efectius per a tots? Com refor\u00e7ar i enfortir la cultura i els valors de l\u2019empresa? Com recon\u00e8ixer als empleats per la seva dura feina? Com mantenir unit a l\u2019equip en un entorn remot?<\/p>\n

4) L\u2019experi\u00e8ncia del client es revaloritzar\u00e0 <\/strong><\/h5>\n

Com continuar\u00e0 canviant el servei al client a mesura que s\u2019avan\u00e7a? L\u2019experi\u00e8ncia del client \u00e9s ara m\u00e9s important que mai<\/strong>, per\u00f2 moltes empreses es veuen afectades per l\u2019alt volum de trucades i sol\u00b7licituds per correu electr\u00f2nic, el que dificulta respondre de manera personalitzada als clients. En aquest sentit, les empreses hauran de donar respostes a les seg\u00fcents preguntes: Com canviaran les estrat\u00e8gies omnicanal? Continuaran les organitzacions aprofitant la IA de la mateixa manera o la pand\u00e8mia revelar\u00e0 noves formes d\u2019integrar solucions digitals en el call center? Quines lli\u00e7ons aprendrem de les enormes quantitats de dades que s\u2019acumulen al llarg d\u2019aquesta crisi?<\/p>\n

En conclusi\u00f3, el coronavirus ha posat al m\u00f3n empresarial davant d\u2019un nou repte. Les organitzacions s\u2019han vist obligades a repensar per complet la seva forma d\u2019operar. No poden tornar a la normalitat, donat que aquesta ha canviat. Per tant, aprendre a moure\u2019s online i administrar equips remots, encara sent una realitat completament nova, pot comportar grans beneficis a llarg termini.<\/p>\n","protected":false},"excerpt":{"rendered":"

Actualment, amb el coronavirus est\u00e8s per tot el m\u00f3n i milions de persones confinades a les seves llars, els prove\u00efdors de telecomunicacions tenen una demanda major que mai. Per qu\u00e8? La resposta \u00e9s \u00f2bvia: ajuden a la societat a mantenir-se connectada en el m\u00f3n de l\u2019autoa\u00efllament i a les empreses a mantenir la seva activitat… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33766,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33765","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom faran front els contact center al m\u00f3n post-COVID? - 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-afrontaran-los-contact-center-el-mundo-post-covid\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com faran front els contact center al m\u00f3n post-COVID? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Actualment, amb el coronavirus est\u00e8s per tot el m\u00f3n i milions de persones confinades a les seves llars, els prove\u00efdors de telecomunicacions tenen una demanda major que mai. 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