{"id":34049,"date":"2021-03-09T12:04:21","date_gmt":"2021-03-09T11:04:21","guid":{"rendered":"https:\/\/enreach.es\/blog\/3-preguntes-clau-que-els-call-center-han-de-plantejar-se-a-lhora-de-migrar-al-nuvol\/"},"modified":"2022-06-23T13:52:20","modified_gmt":"2022-06-23T13:52:20","slug":"3-preguntes-clau-que-els-call-center-han-de-plantejar-se-a-lhora-de-migrar-al-nuvol","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/3-preguntes-clau-que-els-call-center-han-de-plantejar-se-a-lhora-de-migrar-al-nuvol\/","title":{"rendered":"3 preguntes clau que els call center han de plantejar-se a l\u2019hora de migrar al n\u00favol"},"content":{"rendered":"<p>A mida que les economies es recuperen despr\u00e9s de la pand\u00e8mia del coronavirus, els contact center basats \u200b\u200ben el n\u00favol es convertiran en est\u00e0ndard, aquesta \u00e9s la conclusi\u00f3 de m\u00e9s de 300 professionals de call centers quan se\u2019ls hi va preguntar sobre el futur de la seva ind\u00fastria.<\/p>\n<p>Fins i tot abans que alg\u00fa hagu\u00e9s escoltat parlar de la COVID-19, el canvi estava passant, per\u00f2 les pressions d\u2019administrar <a href=\"\/\/www.masvoz.es\/prueba-ccc-teletrabajo-chat\/\"><strong>equips de treball remots<\/strong><\/a> mentre es satisfan les creixents expectatives dels clients han accelerat el canvi. <strong>Les estad\u00edstiques s\u00f3n reveladores:<\/strong><\/p>\n<ul>\n<li><strong>Un de cada deu call centers ara est\u00e0 completament basat en el n\u00favol<\/strong>.<\/li>\n<li><strong>Vuit de cada deu estan augmentant la implementaci\u00f3 de software basat en el n\u00favol<\/strong>.<\/li>\n<li><strong>Un 39% planeja invertir m\u00e9s en tecnologia cloud o donar el salt final al n\u00favol, si encara no ho han fet<\/strong>.<\/li>\n<\/ul>\n<p>Aquests resultats reflecteixen el que les empreses han presenciat durant la pand\u00e8mia. Les organitzacions que han confiat en una soluci\u00f3 a les instal\u00b7lacions sovint han tingut problemes per fer front a les pressions duals de bloqueig d\u2019una major demanda dels clients i una nova cultura de treball des de casa al lloc de feina.<\/p>\n<h5><strong>3 preguntes clau que els call center han de plantejar-se a l\u2019hora de migrar al n\u00favol <\/strong><\/h5>\n<p>Amb una major demanda de treball remot i flexibilitat dels agents, no hi ha millor moment per <strong>adoptar la <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>tecnologia de contact center basada en el n\u00favol<\/strong><\/a>; no obstant, aqu\u00ed hi ha tres coses a considerar:<\/p>\n<h5><strong>1) Per qu\u00e8 migrar al n\u00favol?<\/strong><\/h5>\n<p>Els sistemes de comunicacions basats \u200b\u200ben el n\u00favol ofereixen molta <strong>m\u00e9s flexibilitat, resist\u00e8ncia i seguretat que les solucions locals tradicionals<\/strong> sense la necessitat de contractar personal de TI addicional o invertir en hardware cost\u00f3s. Aix\u00ed mateix, <strong>les solucions de gesti\u00f3 de la for\u00e7a laboral basades en el n\u00favol ofereixen molta m\u00e9s agilitat<\/strong> que les solucions locals tradicionals.<\/p>\n<p><strong>L\u2019autonomia i l\u2019autoservei dels agents, inclosos els canvis per torns, la reserva de temps lliure i l\u2019obtenci\u00f3 de torns d\u2019hores extra, es faciliten mitjan\u00e7ant una aplicaci\u00f3 m\u00f2bil o un portal segur pel personal<\/strong>. On sigui que es trobin els agents, supervisors o gerents, es beneficien de l\u2019acc\u00e9s al software de gesti\u00f3 de la for\u00e7a laboral per a un major control dels entorns remots de treball.<\/p>\n<p><strong>Les \u00faltimes solucions al n\u00favol s\u2019escalen cap a munt i cap avall de manera flexible, el que facilita l\u2019adici\u00f3 de nous canals, serveis i usuaris en un instant, augmentant aix\u00ed la productivitat, la lleialtat del client i la rendibilitat a llarg termini<\/strong>.<\/p>\n<p>Finalment, a mida que les expectatives dels clients augmenten exponencialment, les organitzacions busquen noves formes de diferenciar-se a trav\u00e9s del servei al client. <strong>Ara \u00e9s el moment perfecte per combinar el n\u00favol amb an\u00e0lisis avan\u00e7ades de veu del client (VoC) omnicanal<\/strong>. El n\u00favol facilita la integraci\u00f3 r\u00e0pida i senzilla entre aquestes eines sofisticades i d\u2019altres aplicacions importants, incl\u00f2s el CRM, per capturar intel\u00b7lig\u00e8ncia vital dins i fora del call center i agregar context a les converses amb els clients. <strong>Quan els agents saben per qu\u00e8 un client els est\u00e0 contactant en primer lloc, poden comprendre el seu estat d\u2019\u00e0nim i veure el seu historial complet de converses, estan capacitats per brindar una experi\u00e8ncia de client molt m\u00e9s rellevant i satisfact\u00f2ria<\/strong>.<\/p>\n<h5><strong>2) Quines opcions existeixen?<\/strong><\/h5>\n<p>A mida que les prioritats dels call center es traslladen al n\u00favol i les inversions arriben al mercat, les empreses tenen moltes opcions per escollir. <strong>Els millors prove\u00efdors de tecnologia ofereixen una combinaci\u00f3 de caracter\u00edstiques i bones funcionalitats amb una forta mentalitat de servei i visi\u00f3 a llarg termini<\/strong>.<\/p>\n<p>A l\u2019elegir un nou prove\u00efdor, \u00e9s convenient guiar-se per una llista de verificaci\u00f3 de qualitats clau. Un dels \u201cimprescindibles\u201d \u00e9s una <a href=\"https:\/\/www.masvoz.cat\/qui-som\"><strong>proposta de valor al n\u00favol<\/strong><\/a>. <strong>Aix\u00f2 significa una plataforma \u00fanica que est\u00e0 dissenyada espec\u00edficament pel n\u00favol en lloc d\u2019adaptar-se a un sistema heretat, i est\u00e0 llesta per brindar una experi\u00e8ncia \u00fanica unificada<\/strong>. Un bon soci tecnol\u00f2gic ha de permetre una transici\u00f3 flexible al n\u00favol mantenint les operacions comercials habituals. Mentrestant, es pot optar per un conjunt de solucions que s\u2019adapti f\u00e0cilment als requisits canviants del client i del negoci i que ofereixi funcions per maximitzar el ROI.<\/p>\n<h5><strong>3) Com evitar possibles errors?<\/strong><\/h5>\n<p>Un dels principals factors de motivaci\u00f3 per migrar al n\u00favol \u00e9s que simplifica les operacions del call center alhora que redueix els costos d\u2019administraci\u00f3 i TI. Tanmateix, escollir la tecnologia incorrecta i alinear-se amb el soci equivocat pot fer m\u00e9s mal que b\u00e9. Les eleccions imprudents augmenten el temps i la quantitat de mals de cap associats amb la integraci\u00f3 manual de sistemes independents i la resoluci\u00f3 de problemes de l\u2019usuari final. Per aix\u00f2, <strong>\u00e9s necessari buscar un soci amb una perspectiva innovadora, experi\u00e8ncia comprovada i tecnologia que sigui personalitzable per\u00f2 que vingui amb la funcionalitat b\u00e0sica de contact center llesta per usar de s\u00e8rie, que sigui r\u00e0pid d\u2019implementar, f\u00e0cil d\u2019usar i encara m\u00e9s f\u00e0cil de mantenir<\/strong>.<\/p>\n<p>En conclusi\u00f3, migrar al n\u00favol augmenta els beneficis de la flexibilitat millorada de la for\u00e7a laboral, la participaci\u00f3 i el rendiment dels agents, alhora que permet obtenir informaci\u00f3 valuosa a tot el call center i el negoci en general.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A mida que les economies es recuperen despr\u00e9s de la pand\u00e8mia del coronavirus, els contact center basats \u200b\u200ben el n\u00favol es convertiran en est\u00e0ndard, aquesta \u00e9s la conclusi\u00f3 de m\u00e9s de 300 professionals de call centers quan se\u2019ls hi va preguntar sobre el futur de la seva ind\u00fastria. Fins i tot abans que alg\u00fa hagu\u00e9s&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/3-preguntes-clau-que-els-call-center-han-de-plantejar-se-a-lhora-de-migrar-al-nuvol\/\" title=\"Read 3 preguntes clau que els call center han de plantejar-se a l\u2019hora de migrar al n\u00favol\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29416,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34049","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>3 preguntes clau que els call center han de plantejar-se a l\u2019hora de migrar al n\u00favol - 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\/3-preguntas-clave-que-los-call-center-han-de-plantearse-a-la-hora-de-migrar-a-la-nube\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 preguntes clau que els call center han de plantejar-se a l\u2019hora de migrar al n\u00favol - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"A mida que les economies es recuperen despr\u00e9s de la pand\u00e8mia del coronavirus, els contact center basats \u200b\u200ben el n\u00favol es convertiran en est\u00e0ndard, aquesta \u00e9s la conclusi\u00f3 de m\u00e9s de 300 professionals de call centers quan se\u2019ls hi va preguntar sobre el futur de la seva ind\u00fastria. 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