{"id":33885,"date":"2020-09-22T08:40:32","date_gmt":"2020-09-22T06:40:32","guid":{"rendered":"https:\/\/enreach.es\/blog\/quins-son-els-factors-clau-per-habilitar-una-forca-laboral-remota-agil-i-exitosa\/"},"modified":"2023-12-13T15:51:02","modified_gmt":"2023-12-13T14:51:02","slug":"quins-son-els-factors-clau-per-habilitar-una-forca-laboral-remota-agil-i-exitosa","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quins-son-els-factors-clau-per-habilitar-una-forca-laboral-remota-agil-i-exitosa\/","title":{"rendered":"Quins s\u00f3n els factors clau per habilitar una for\u00e7a laboral remota \u00e0gil i exitosa?"},"content":{"rendered":"<p>Sens dubte, la pand\u00e8mia de coronavirus ha exercit pressi\u00f3 sobre la for\u00e7a laboral i moltes organitzacions estan revisant les seves estrat\u00e8gies actuals per garantir la continuada del negoci a mesura que continua la crisi. Per navegar amb \u00e8xit la pand\u00e8mia i aconseguir resultats comercials positius, les empreses han de prendre mesures estrat\u00e8giques i significatives per construir un entorn de treball m\u00e9s flexible que permeti pr\u00e0ctiques de treball \u00e0gils i remotes.<\/p>\n<p>Permetre una for\u00e7a laboral remota cada cop m\u00e9s \u00e0gil ser\u00e0 fonamental per a l\u2019\u00e8xit de moltes empreses despr\u00e9s de la pand\u00e8mia. <strong>Especialment pels equips que operen en entorns centrats en el clients como els call centers, ser capa\u00e7 de mantenir un nivell excepcional d\u2019experi\u00e8ncia del client \u00e9s primordial durant aquest moment d\u2019incertesa<\/strong>.<\/p>\n<h5><strong>Per\u00f2, com preparar al personal i al negocio per a l\u2019\u00e8xit i mantenir alts nivells d\u2019experi\u00e8ncia del client quan els empleats estan teletreballant?<\/strong><\/h5>\n<h5><strong>1) Gestionant una for\u00e7a laboral remota canviant<\/strong><\/h5>\n<p>Tot i que les condicions laborals de moltes organitzacions han canviat, les expectatives de servei al client i experi\u00e8ncia no ho han fet. S\u2019ha produ\u00eft un gran augment en el tr\u00e0fic als contact center. <strong>Si b\u00e9 les necessitats de servei dels clients estan creixent, tamb\u00e9 ho s\u00f3n les necessitats del personal i els agents del call center quan es tracta de treballar de forma remota<\/strong>.<\/p>\n<p>Per seguir complint i superant les expectatives i atenent les necessitats dels clients, <strong>l\u2019equip ha de comptar amb el suport suficient per a qu\u00e8 pugui seguir treballant de forma productiva i efica\u00e7<\/strong>. En primer lloc, els processos i la qualitat del treball han de seguir mantenint-se.<\/p>\n<p>Si b\u00e9 els horaris i l\u2019acc\u00e9s poden canviar pel personal, les empreses poden assegurar-se que tots comprenguin clarament i estiguin d\u2019acord amb les prioritats comercials i estiguin treballant cap a un objectiu com\u00fa. <strong>Aix\u00f2 voldr\u00e0 dir mantenir iguals molts altres elements de treball, fins i tot l\u2019\u00fas dels mateixos sistemes i processos tant com sigui possible<\/strong>. Si l\u2019acc\u00e9s \u00e9s un problema pels membres de l\u2019equip que treballen de forma remota, l\u2019equip TI ha de treballar activament per aix\u00f2.<\/p>\n<p><strong>Mantenir la comunicaci\u00f3 oberta, tant amb TI com amb l\u2019equip en general, tamb\u00e9 ajudar\u00e0 a mantenir als empleats compromesos<\/strong>. S\u2019ha de mantenir a totes les parts interessades actualitzades, pel que \u00e9s valu\u00f3s desenvolupar (i cenyir-se a) un pla de comunicacions integral. En aquest entorn, <a href=\"https:\/\/www.masvoz.cat\/allibera-les-teves-comunicacions\"><strong>comunicar-se \u00e9s clau per connectar treballadors remots<\/strong><\/a>.<\/p>\n<h5><strong>2) Adaptant els processos per a una for\u00e7a laboral remota m\u00e9s \u00e0gil<\/strong><\/h5>\n<p>Una for\u00e7a laboral canviant tamb\u00e9 pot resultar en canvis en els requisits comercials generals i els KPI. Per exemple, els canvis en les necessitats del client i la capacitat del personal poden requerir canvis en els objectius, com els temps d&#8217;espera o el nombre de trucades, i aquests tamb\u00e9 poden fluctuar dia a dia.\u00a0<strong>\u00c9s essencial considerar la possibilitat d&#8217;adaptar els processos per ajudar als empleats a continuar satisfent les necessitats canviants de l&#8217;organitzaci\u00f3<\/strong>.<\/p>\n<h5><strong>Existeixen dues formes clau de fonar suport a una for\u00e7a laboral remota \u00e0gil alhora que es satisfan les necessitats comercials:<\/strong><\/h5>\n<ul>\n<li><strong>Prendre mesures preventives amb<\/strong><strong> la major antelaci\u00f3 i freq\u00fc\u00e8ncia possible: <\/strong>Pot resultar dif\u00edcil predir les necessitats di\u00e0ries dels clients. Els patrons de trucades poden canviar dia a dia, o fins i tot cada hora, pel que \u00e9s important considerar tornar a prendre mesures amb la major freq\u00fc\u00e8ncia possible.<\/li>\n<\/ul>\n<p><strong>Els agents del call center tamb\u00e9 han d\u2019estar al cas de qualsevol canvi en l\u2019estrat\u00e8gia d\u2019autoservei per preparar-los pels canvis a les consultes dels clients<\/strong> i per assegurar-se que no estiguin passant per alt d\u2019altres canals de comunicaci\u00f3.<\/p>\n<ul>\n<li><strong>Major flexibilitat: <\/strong>En un entorn impredictible, poden tenir lloc canvis en els horaris. <strong>La flexibilitat en la programaci\u00f3, com oferir torns m\u00e9s curts, torns dividits o programaci\u00f3 en bloc per canviar els tipus de treball, pot ajudar a satisfer les necessitats comercials independentment dels canvis en els horaris de personal<\/strong>. \u00c9s fonamental adoptar una cultura corporativa m\u00e9s flexible quan se tracta de gestionar una for\u00e7a laboral remota \u00e0gil.<strong style=\"font-size: inherit;\">\u00a0<\/strong><\/li>\n<\/ul>\n<h5><strong>Com es veu l\u2019\u00e8xit?<\/strong><\/h5>\n<p>Pot ser dif\u00edcil gestionar l\u2019\u00e8xit en temps tan turbulents, no obstant, les empreses m\u00e9s exitoses tendeixen a tenir atributs compartits. Existeixen organitzacions molt madures que comparteixen pr\u00e0ctiques de gesti\u00f3 de la for\u00e7a laboral eficients, alineades estrat\u00e8gicament i que les empoderen.<\/p>\n<h5><strong>Les organitzacions l\u00edders en aquest espai solen demostrar, entre d\u2019altres caracter\u00edstiques:<\/strong><\/h5>\n<h5><strong>1) Tecnologia cloud <\/strong><\/h5>\n<ul>\n<li>Informaci\u00f3 i participacions impulsades per l\u2019acci\u00f3 amb <strong>Intel\u00b7lig\u00e8ncia Artificial (IA), an\u00e0lisis i aprenentatge autom\u00e0tic<\/strong>.<\/li>\n<li>Una combinaci\u00f3 o <strong>automatitzaci\u00f3<\/strong> total de tasques de baix valor.<\/li>\n<li><strong>Capacitats omnicanal<\/strong> demostrades en tots els dominis.<\/li>\n<li>Moltes organitzacions poden veure barreres quan es tracta de proporcionar entorns de treball m\u00e9s flexibles, inclosa l\u2019oportunitat per a qu\u00e8 el personal treballi des de qualsevol lloc, malgrat la naturalesa canviant de la resposta a la pand\u00e8mia. <strong>Oferir al personal m\u00e9s flexibilitat pot involucrar m\u00e9s al personal i conduir a una major productivitat, especialment quan es tracta d\u2019oferir horaris flexibles<\/strong>.<\/li>\n<\/ul>\n<h5><strong>2) Permetre que la seva empresa funciona des de qualsevol lloc i dispositiu<\/strong><\/h5>\n<p>Les <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>solucions de contact center basades en el n\u00favol<\/strong><\/a> ajuden a les organitzacions a treballar des de qualsevol lloc, des de qualsevol dispositiu i amb connexi\u00f3 a Internet.<\/p>\n<p>El 2020 ha estat un any desafiant i a <a href=\"https:\/\/www.masvoz.cat\/qui-som\/\"><strong>masvoz<\/strong><\/a> hem ajudat a molts call centers a passar a una for\u00e7a de treball remota i \u00e0gil amb immediatesa, amb una soluci\u00f3 en el n\u00favol preparada pel futur que ofereix CX, capacitats omnicanal, an\u00e0lisis i productivitat d\u2019agents.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sens dubte, la pand\u00e8mia de coronavirus ha exercit pressi\u00f3 sobre la for\u00e7a laboral i moltes organitzacions estan revisant les seves estrat\u00e8gies actuals per garantir la continuada del negoci a mesura que continua la crisi. Per navegar amb \u00e8xit la pand\u00e8mia i aconseguir resultats comercials positius, les empreses han de prendre mesures estrat\u00e8giques i significatives per&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quins-son-els-factors-clau-per-habilitar-una-forca-laboral-remota-agil-i-exitosa\/\" title=\"Read Quins s\u00f3n els factors clau per habilitar una for\u00e7a laboral remota \u00e0gil i exitosa?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29218,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145,1],"tags":[],"class_list":["post-33885","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","category-sin-categoria"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Quins s\u00f3n els factors clau per habilitar una for\u00e7a laboral remota \u00e0gil i exitosa? - 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\/ca\/blog\/quins-son-els-factors-clau-per-habilitar-una-forca-laboral-remota-agil-i-exitosa\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quins s\u00f3n els factors clau per habilitar una for\u00e7a laboral remota \u00e0gil i exitosa? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Sens dubte, la pand\u00e8mia de coronavirus ha exercit pressi\u00f3 sobre la for\u00e7a laboral i moltes organitzacions estan revisant les seves estrat\u00e8gies actuals per garantir la continuada del negoci a mesura que continua la crisi. 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Per navegar amb \u00e8xit la pand\u00e8mia i aconseguir resultats comercials positius, les empreses han de prendre mesures estrat\u00e8giques i significatives per... 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