{"id":34024,"date":"2021-02-10T17:21:20","date_gmt":"2021-02-10T16:21:20","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-empoderar-a-la-forca-laboral-a-traves-de-la-gestio-del-compromis\/"},"modified":"2022-06-23T13:52:17","modified_gmt":"2022-06-23T13:52:17","slug":"com-empoderar-a-la-forca-laboral-a-traves-de-la-gestio-del-compromis","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-empoderar-a-la-forca-laboral-a-traves-de-la-gestio-del-compromis\/","title":{"rendered":"Com empoderar a la for\u00e7a laboral a trav\u00e9s de la gesti\u00f3 del comprom\u00eds"},"content":{"rendered":"<p>La pand\u00e8mia ha canviat el m\u00f3n del treball i ha elevat la import\u00e0ncia de l\u2019agilitat als call center per fer front al moment, sigui quin sigui. Ara mateix, la gran majoria dels agents estan treballant des de casa, el que presenta reptes importants per a molts, per tant, abordar-los amb \u00e8xit \u00e9s fonamental en un per\u00edode en qu\u00e8 les expectatives dels clients tamb\u00e9 estan canviant.<\/p>\n<p>Els <strong>sistemes de comunicacions basats \u200b\u200ben el n\u00favol<\/strong> ofereixen molta m\u00e9s flexibilitat, agilitat i capacitat d\u2019<strong><a href=\"https:\/\/www.masvoz.cat\/solucions-per-teletreball\/\">implementar el treball remot<\/a><\/strong> que les solucions tradicionals. Per aix\u00f2, moltes empreses estan realitzant actualment la transici\u00f3 al n\u00favol<\/p>\n<p>El <strong>servei al client<\/strong> comen\u00e7a amb les persones i els canvis recents en el panorama laboral presenten una gran oportunitat per a qu\u00e8 els contact center interactu\u00efn amb el personal de primera l\u00ednia. Per aconseguir-ho, <strong>es requereix una plataforma basada en el n\u00favol veritablement integrada<\/strong>. \u00c9s convenient escollir una <strong>soluci\u00f3 tot en un <\/strong>que inclogui la gravaci\u00f3 de trucades, gesti\u00f3 de la qualitat, gesti\u00f3 de la for\u00e7a laboral, an\u00e0lisi i intel\u00b7lig\u00e8ncia empresarial, ja que aix\u00f2 vol dir que <strong>els agents i els supervisors poden veure totes les dades en un \u00fanic tauler unificat<\/strong>.<\/p>\n<p>Si els empleats tenen les dades, el context i les eines adequades per fer la seva feina, guanyaran en confian\u00e7a i <strong>el teletreball es converteix r\u00e0pidament en una realitat que genera productivitat, rendiment, comprom\u00eds i lleialtat en els agents<\/strong>. D\u2019aquesta manera, poden oferir una excel\u00b7lent experi\u00e8ncia del client (CX).<\/p>\n<h5><strong>3 maneres d\u2019empoderar als agents des del n\u00favol<\/strong><\/h5>\n<p>L\u2019\u00e8xit comen\u00e7a amb un enfocament m\u00e9s intel\u00b7ligent de la gesti\u00f3 del comprom\u00eds de la for\u00e7a laboral. <strong>L\u2019\u00fas de tecnologia integrada basada en el n\u00favol promou l\u2019autonomia dels agents, facilita la programaci\u00f3 i la previsi\u00f3 flexibles alhora que impulsa l\u2019agilitat empresarial<\/strong>.<\/p>\n<h5><strong>Com pot ajudar el n\u00favol?<\/strong><\/h5>\n<h5><strong>1) Habilitant als seus equips<\/strong><\/h5>\n<p>Fomentar l\u2019autonomia dels empleats proporcionant al personal de primera l\u00ednia les <strong>eines col\u00b7laboratives<\/strong> adequades per fer la seva feina. Aix\u00ed<strong>, capacitant als agents remots amb capacitats integrals d\u2019autoservei<\/strong>, inclosa la compet\u00e8ncia d\u2019intercanviar torns, reservar temps lliure i obtenir espais per hores extra a trav\u00e9s d\u2019una aplicaci\u00f3 m\u00f2bil o un portal segur pel personal. <strong>El n\u00favol permet l\u2019\u00fas de l\u2019automatitzaci\u00f3 intel\u00b7ligent<\/strong>. Els <strong>assistents virtuals<\/strong> poden ajudar a <strong>connectar i habilitar equips remots<\/strong> al buscar i oferir cont\u00ednuament noves oportunitats de programaci\u00f3, alliberant aix\u00ed temps pels agents.<\/p>\n<h5><strong>2) Augmentant l\u2019agilitat empresarial amb Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/h5>\n<p>Les operacions del call center han d\u2019estar m\u00e9s connectades que mai. Els supervisors poden confiar en les <strong>capacitats de recopilaci\u00f3 de dades<\/strong> de les solucions de <strong>gesti\u00f3 del comprom\u00eds de la for\u00e7a laboral<\/strong> actuals per crear una visi\u00f3 \u00fanica de les dades d\u2019<strong>interacci\u00f3 amb el client<\/strong> des de dins i fora del contact center.<\/p>\n<p>Quan es vincula a <strong>solucions basades en el n\u00favol<\/strong> com ACD, CRM, gesti\u00f3 de recursos humans i sistemes ERP, es realitza un <strong>seguiment del rendiment sense esfor\u00e7<\/strong>, es facilita la <strong>gamificaci\u00f3 dels empleats<\/strong> i es recolza en una <strong>presa de decisions m\u00e9s r\u00e0pida<\/strong>. Mentrestant, <strong>oferir als supervisors an\u00e0lisi predictiu i informes complets permet una millor planificaci\u00f3, rendiment i una major participaci\u00f3 de la for\u00e7a laboral<\/strong>.<\/p>\n<p><strong>Les \u00faltimes eines d\u2019an\u00e0lisi ajuden als l\u00edders dels call center a comprendre el \u201cper qu\u00e8\u201d darrere del \u201cqu\u00e8\u201d de les operacions per millorar l\u2019experi\u00e8ncia del client i de l\u2019agent<\/strong>. A m\u00e9s, la combinaci\u00f3 de la gesti\u00f3 del comprom\u00eds de la for\u00e7a laboral, la gesti\u00f3 de qualitat i l\u2019an\u00e0lisi ajuda a analitzar m\u00e9s a fons els problemes operatius, identificar les causes fonamentals i impulsar canvis significatius en el negoci.<\/p>\n<h5><strong>3) Comprenent el poder dels pron\u00f2stics i la programaci\u00f3 s\u00f2lida per planificar<\/strong> <strong>qualsevol eventualitat<\/strong><\/h5>\n<p>Les solucions de gesti\u00f3 del comprom\u00eds de la for\u00e7a laboral d\u2019avui estan optimitzades pel comprom\u00eds i la planificaci\u00f3 del personal efectius. <strong>Aquestes noves solucions basades en el n\u00favol ofereixen una funcionalitat \u00e0gil de programaci\u00f3 i previsi\u00f3 que satisf\u00e0 les complexitats de l\u2019entorn actual del call center omnicanal<\/strong>.<\/p>\n<p>Utilitza les \u00faltimes solucions en el n\u00favol per adaptar-se als canvis i crear horaris i pron\u00f2stics que mostrin que escoltes i et preocupes pels agents, intentant tenir en compte les prefer\u00e8ncies del personal alhora que compleix amb els clients. <strong>La tecnologia de gesti\u00f3 del comprom\u00eds de la for\u00e7a laboral \u00e9s tamb\u00e9 efica\u00e7 per a la planificaci\u00f3 a curt i llarg termini, a la vegada que permet realitzar canvis en temps real, en el dia a dia, a mida que evoluciona el negoci<\/strong>.<\/p>\n<p>En conclusi\u00f3, la millor tecnologia ofereix una plataforma integrada que ajuda als agents a assolir el seu m\u00e0xim potencial, ofereix una experi\u00e8ncia de client excepcional i s\u2019adapta r\u00e0pidament a les demandes comercials.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La pand\u00e8mia ha canviat el m\u00f3n del treball i ha elevat la import\u00e0ncia de l\u2019agilitat als call center per fer front al moment, sigui quin sigui. Ara mateix, la gran majoria dels agents estan treballant des de casa, el que presenta reptes importants per a molts, per tant, abordar-los amb \u00e8xit \u00e9s fonamental en un&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-empoderar-a-la-forca-laboral-a-traves-de-la-gestio-del-compromis\/\" title=\"Read Com empoderar a la for\u00e7a laboral a trav\u00e9s de la gesti\u00f3 del comprom\u00eds\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":34025,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34024","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>Com empoderar a la for\u00e7a laboral a trav\u00e9s de la gesti\u00f3 del comprom\u00eds - 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-empoderar-a-la-fuerza-laboral-a-traves-de-la-gestion-del-compromiso\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com empoderar a la for\u00e7a laboral a trav\u00e9s de la gesti\u00f3 del comprom\u00eds - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La pand\u00e8mia ha canviat el m\u00f3n del treball i ha elevat la import\u00e0ncia de l\u2019agilitat als call center per fer front al moment, sigui quin sigui. 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