{"id":33869,"date":"2020-09-08T08:11:42","date_gmt":"2020-09-08T06:11:42","guid":{"rendered":"https:\/\/enreach.es\/blog\/tres-formes-dadoptar-les-noves-dinamiques-del-treball-remot\/"},"modified":"2022-06-23T13:52:01","modified_gmt":"2022-06-23T13:52:01","slug":"tres-formes-dadoptar-les-noves-dinamiques-del-treball-remot","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/tres-formes-dadoptar-les-noves-dinamiques-del-treball-remot\/","title":{"rendered":"Tres formes d\u2019adoptar les noves din\u00e0miques del treball remot"},"content":{"rendered":"

La COVID-19 ha estat un catalitzador mundial pel canvi, particularment en torn al debat sobre el treball a dist\u00e0ncia o des de casa. Una enquesta realitzada a m\u00e9s de 300 professionals del sector d\u2019atenci\u00f3 al client per comprendre l\u2019impacte de la pand\u00e8mia als call center va concloure que ja no hi ha volta enrere a la normalitat.<\/p>\n

Abans del coronavirus, 1 de cada 3 call centers tenia almenys al 50% dels seus agents treballant de forma remota. Avui en dia, en 9 de cada 10 contact centers la majoria dels <\/strong>agents treballen de forma remota<\/strong><\/a>, una tend\u00e8ncia que \u00e9s poc probable que es reverteixi<\/strong>. De fet, un 85% dels gerents planegen continuar amb horaris flexibles a mesura que aprofitin els beneficis d\u2019una major satisfacci\u00f3 dels empleats juntament amb una major productivitat, flexibilitat de servei, m\u00e9s agents disponibles i estalvi de costos.<\/p>\n

Les estad\u00edstiques revelen difer\u00e8ncies regionals en les din\u00e0miques dels call center<\/strong><\/h5>\n

Segons l\u2019enquesta, per exemple, hi ha difer\u00e8ncies substancials entre el Regne Unit (Europa) i els Estats Units. Malgrat un augment global en el treball remot, el 73% dels call center del Regne Unit han traslladat a tres quartes parts dels seus agents per treballar de forma remota, en comparaci\u00f3 amb nom\u00e9s el 59% dels contact center dels EEUU<\/strong>, que nom\u00e9s ho han fet amb una mica m\u00e9s de la meitat del seus agents. Alhora, els gerents del Regne Unit informen menys canvis i reptes significatius que els seus iguals nord-americans. A m\u00e9s, els gerents dels Estats Units expressen les seves preocupacions sobre la menor felicitat dels agents amb el teletreball.<\/p>\n

Les empreses han d\u2019estar preparades per pujar-se al n\u00favol<\/strong><\/h5>\n

Llavors, per qu\u00e8 els call center del Regne Unit han respost de manera m\u00e9s r\u00e0pida i efica\u00e7 al treball remot? La major pista de la preparaci\u00f3 es troba al n\u00favol. Si b\u00e9 el percentatge de contact centers que ja estan totalment basats en el n\u00favol \u00e9s similar al Regne Unit i els EUA, els centres d\u2019atenci\u00f3 al client de UK estan implementant m\u00e9s r\u00e0pidament software addicional basat en el n\u00favol, el que els hi ofereix un clar avantatge des del principi<\/strong>.<\/p>\n

Segons l\u2019informe del 2020 sobre \u201cSolucions de contact centers basats en el n\u00favol\u201d, un fort augment del nombre d\u2019agents que treballen des de casa al Regne Unit est\u00e0 impulsat pel n\u00favol<\/strong>. Pel contrari, malgrat un marcat augment en el teletreball als Estats Units, es prediu que la situaci\u00f3 ser\u00e0 a curt termini amb una tornada a un entorn centralitzat.<\/p>\n

Tres formes d\u2019adoptar les noves din\u00e0miques del treball remot<\/strong><\/h5>\n

Els call center estan implementant un canvi definitiu per oferir als agents les eines i tecnologia adequades per exercir la seva feina des de casa, ja que es veuen obligats a aprofundir en la seva capacitat d\u2019autogesti\u00f3, resoluci\u00f3 de problemes, configuraci\u00f3 de tecnologia independent i una major consci\u00e8ncia de seguretat<\/strong>; totes aquestes s\u00f3n habilitats essencials per prosperar en un entorn remot. En aquest sentit, el 95% dels contact center continuen invertint o augmentant la seva inversi\u00f3 en solucions de treball remot i aqu\u00ed \u00e9s on entra el n\u00favol, especialment quan s\u2019integra amb les \u00faltimes solucions de Workforce Engagement Management (WEM) o Gesti\u00f3 del Comprom\u00eds de la For\u00e7a Laboral<\/strong>, entra en joc per a:<\/p>\n

1) Habilitar la flexibilitat de la for\u00e7a laboral <\/strong><\/h5>\n

La implementaci\u00f3 d\u2019una plataforma basada en el n\u00favol <\/strong>permet que els call center maximitzin les seves capacitats completes alhora que ofereixen als agents i supervisors la mateixa experi\u00e8ncia d\u2019usuari sense problemes, sigui on sigui que estiguin. Els agents obtenen els torns que necessiten per combinar la vida laboral i personal, i fins i tot poden aprendre noves habilitats en lloc de perdre hores anant i tornant del seu lloc de treball<\/strong>. Mentrestant, els supervisors tenen l\u2019oportunitat de ser creatius amb la programaci\u00f3, introduint nous tipus de torns, com micro-torns, per respondre de manera r\u00e0pida i eficient a la demanda creixent o fluctuant dels clients<\/strong>.<\/p>\n

2) Oferir informaci\u00f3 rellevant del contact center i el negoci<\/strong><\/h5>\n

L\u2019estructura \u00fanica de les solucions modernes de call center basades en el n\u00favol combina la captura integral i omnicanal de la Veu del Client (VOC) amb la capacitat d\u2019integrar pr\u00e0cticament qualsevol flux de dades de tota l\u2019organitzaci\u00f3. A m\u00e9s, la pot\u00e8ncia inform\u00e0tica il\u00b7limitada de les solucions basades en el n\u00favol impulsa els motors d\u2019an\u00e0lisi que converteixen les dades del contact center en una gran intel\u00b7lig\u00e8ncia empresarial<\/strong>. Aix\u00f2 ajuda als centres d\u2019atenci\u00f3 al client a millorar l\u2019experi\u00e8ncia del client, al ressaltar i abordar els punts cr\u00edtics de dolor i anticipar les seves necessitats futures.<\/p>\n

3) Millorar la participaci\u00f3 i el rendiment dels agents<\/strong><\/h5>\n

Les mateixes capacitats d\u2019an\u00e0lisi permeten que les solucions basades en el n\u00favol ofereixin aprenentatge autom\u00e0tic o avaluacions predictives impulsades per IA (Intel\u00b7lig\u00e8ncia Artificial) pel 100% de les interaccions<\/strong>. Aix\u00f2 crea una base \u00e0mplia per a les m\u00e8triques de Gesti\u00f3 de Qualitat (Quality Management) m\u00e9s precises i completes que ofereixen comentaris gaireb\u00e9 en temps real als agents alhora que enforteixen la seva capacitat per millorar l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

La COVID-19 ha estat un catalitzador mundial pel canvi, particularment en torn al debat sobre el treball a dist\u00e0ncia o des de casa. Una enquesta realitzada a m\u00e9s de 300 professionals del sector d\u2019atenci\u00f3 al client per comprendre l\u2019impacte de la pand\u00e8mia als call center va concloure que ja no hi ha volta enrere a… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":28575,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33869","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nTres formes d\u2019adoptar les noves din\u00e0miques del treball remot - 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\/tres-formas-de-adoptar-las-nuevas-dinamicas-del-trabajo-remoto\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tres formes d\u2019adoptar les noves din\u00e0miques del treball remot - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La COVID-19 ha estat un catalitzador mundial pel canvi, particularment en torn al debat sobre el treball a dist\u00e0ncia o des de casa. Una enquesta realitzada a m\u00e9s de 300 professionals del sector d\u2019atenci\u00f3 al client per comprendre l\u2019impacte de la pand\u00e8mia als call center va concloure que ja no hi ha volta enrere a... 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