{"id":34051,"date":"2021-03-16T06:55:41","date_gmt":"2021-03-16T05:55:41","guid":{"rendered":"https:\/\/enreach.es\/blog\/tres-formes-de-millorar-el-rendiment-dels-agents-en-temps-real\/"},"modified":"2022-06-23T13:52:21","modified_gmt":"2022-06-23T13:52:21","slug":"tres-formes-de-millorar-el-rendiment-dels-agents-en-temps-real","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/tres-formes-de-millorar-el-rendiment-dels-agents-en-temps-real\/","title":{"rendered":"Tres formes de millorar el rendiment dels agents en temps real"},"content":{"rendered":"

Avui en dia, rebem notificacions de venda flash en temps real, alertes per transaccions banc\u00e0ries i de targetes de cr\u00e8dit, sabem quants \u201cm\u2019agrada\u201d tenim en una publicaci\u00f3 social\u2026 Llavors, per qu\u00e8 els agents no haurien de rebre assessorament en temps real, comentaris de millora i informaci\u00f3 valuosa sobre el seu rendiment?<\/p>\n

De quines eines disposa el call center per ajudar als agents a rendir al m\u00e0xim en cada moment?<\/strong><\/h5>\n

Qu\u00e8 passaria si es pogu\u00e9s capacitar a cada agent en cada interacci\u00f3? Quin seria l\u2018impacte en la satisfacci\u00f3 del client (CSAT, en les seves sigles en angl\u00e8s)?<\/p>\n

1) Transcripci\u00f3 de trucades i Intel\u00b7lig\u00e8ncia Artificial<\/strong><\/h5>\n

Els contact center d\u2019avui poden utilitzar la transcripci\u00f3 de trucades en temps real i la Intel\u00b7lig\u00e8ncia Artificial (IA) per generar puntuacions i indicacions amb l\u2019objectiu de guiar als agents sobre comportaments espec\u00edfics que necessiten millorar<\/strong>. Aquestes interaccions en temps real poden conduir cap al millor resultat CSAT possible pels clients. Aix\u00ed, un agent pot saber qu\u00e8 ha de millorar mentre encara est\u00e0 a la trucada.<\/p>\n

Per optimitzar les interaccions en temps real es pot mostrar una notificaci\u00f3 sobre com \u201cmillorar l\u2019escolta activa\u201d o \u201cmostrar empatia\u201d<\/strong> per a qu\u00e8 el agent s\u00e0piga que el seu comportament actual ha de modificar-se donat el sentiment actual del client i el contingut de la conversa. Tamb\u00e9 pot rebre una notificaci\u00f3 com \u201calta propensi\u00f3 a abandonar\u201d per indicar a l\u2019agent que el client est\u00e0 molest i que ha d\u2019ajustar el seu enfocament, to i comportament per ajudar a la retenci\u00f3. L\u2019oportunitat d\u2019avisar autom\u00e0ticament als atentes en temps real sobre com millorar la interacci\u00f3 actual \u00e9s de gran ajut per a les empreses<\/strong>.<\/p>\n

2) Monitoreig de pantalla en temps real<\/strong><\/h5>\n

Si b\u00e9 avisar als empleats en temps real \u00e9s de gran utilitat, encara hi ha moments en qu\u00e8 un agent necessita l\u2019ajut del seu supervisor. Per\u00f2 el 2020 i tamb\u00e9 el 2021, en resposta a la COVID-19, estar f\u00edsicament present al call center per ajudar a un agent en una interacci\u00f3 ja no \u00e9s una opci\u00f3, ja que la majoria dels agents treballen de forma remota<\/strong>.<\/p>\n

Per ajudar en trucades complicades, es pot usar una interf\u00edcie de supervisor<\/a> per escoltar qualsevol interacci\u00f3 en viu i aix\u00ed ajudar a l\u2019agent, o fins i tot unir-se a la trucada activa, en qualsevol moment i des de qualsevol lloc. <\/strong>Per\u00f2 molts cops, escoltar la interacci\u00f3 en temps real no \u00e9s suficient. Per ajudar a l\u2019agent, els supervisors han de poder veure les seves pantalles per comprendre el que est\u00e0 passant, a l\u2019historial espec\u00edfic d\u2019aquell client, etc. Aqu\u00ed \u00e9s on el monitoreig de pantalla en temps real entra en joc per guanyar, ja que permet als supervisors veure la pantalla de l\u2019agent en temps real i escoltar la interacci\u00f3<\/strong>.<\/p>\n

La monitoritzaci\u00f3 de la pantalla en temps real<\/strong> \u00e9s fonamental per proporcionar assessorament i ajut efica\u00e7os als agents, especialment en un entorn de treball des de casa.<\/p>\n

3) Taulers de control de rendiment en temps real<\/strong><\/h5>\n

Per\u00f2 per a molts agents del call center, cada dia \u00e9s un repte a l\u2019hora de fer front a les consultes i les preguntes dels clients. Estem parlant de com estan treballant els agents front a m\u00e8triques importants.<\/p>\n

Sovint, els agents nom\u00e9s saben quin \u00e9s el seu rendiment quan reben un quadre de comandament setmanal o mensual amb totes les seves estad\u00edstiques<\/strong>. Per\u00f2 en aquest moment, el fet, fet est\u00e0, de manera que no poden canviar el seu rendiment futur, els taulers de control de rendiment en temps real permeten als agents millorar els seus resultats ara. El millor software de gesti\u00f3 del rendiment del contact center garanteix que els agents s\u00e0piguen en temps real quin \u00e9s el seu rendiment en relaci\u00f3 amb els objectius i amb els seus companys, i empra el comprom\u00eds social i la gamificaci\u00f3 per motivar-los a millorar<\/strong>.<\/p>\n

Les eines en temps real tenen un impacte real<\/strong><\/h5>\n

Ajudar als agents a millorar el rendiment en temps real t\u00e9 un impacte real a tota l\u2019organitzaci\u00f3. Ja sigui que els empleats estiguin a l\u2019oficina o treballant des de casa, aquestes eines permeten als agents i supervisors exercir la seva feina el millor possible tots els dies per fer que l\u2019experi\u00e8ncia de cada client i cada jornada siguin positives<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Avui en dia, rebem notificacions de venda flash en temps real, alertes per transaccions banc\u00e0ries i de targetes de cr\u00e8dit, sabem quants \u201cm\u2019agrada\u201d tenim en una publicaci\u00f3 social\u2026 Llavors, per qu\u00e8 els agents no haurien de rebre assessorament en temps real, comentaris de millora i informaci\u00f3 valuosa sobre el seu rendiment? De quines eines disposa… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34052,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34051","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nTres formes de millorar el rendiment dels agents en temps real - 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-mejorar-el-rendimiento-de-los-agentes-en-tiempo-real\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tres formes de millorar el rendiment dels agents en temps real - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Avui en dia, rebem notificacions de venda flash en temps real, alertes per transaccions banc\u00e0ries i de targetes de cr\u00e8dit, sabem quants \u201cm\u2019agrada\u201d tenim en una publicaci\u00f3 social\u2026 Llavors, per qu\u00e8 els agents no haurien de rebre assessorament en temps real, comentaris de millora i informaci\u00f3 valuosa sobre el seu rendiment? 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