{"id":34094,"date":"2021-05-04T09:20:48","date_gmt":"2021-05-04T07:20:48","guid":{"rendered":"https:\/\/enreach.es\/blog\/quines-son-les-3-caracteristiques-principals-duna-empresa-connectada\/"},"modified":"2023-12-13T15:48:44","modified_gmt":"2023-12-13T14:48:44","slug":"quines-son-les-3-caracteristiques-principals-duna-empresa-connectada","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-son-les-3-caracteristiques-principals-duna-empresa-connectada\/","title":{"rendered":"Quines s\u00f3n les 3 caracter\u00edstiques principals d\u2019una empresa connectada?"},"content":{"rendered":"<p>Satisfer les expectatives dels usuaris a l\u2019entorn canviant del nou m\u00f3n del treball remot exigeix nivells molt m\u00e9s alts d\u2019agilitat per part de les organitzacions, i posa un enfocament encara major en millorar el servei al client.<\/p>\n<p>Mentre les empreses es preparen per aprofitar una economia global revitalitzada, la frase \u201cestem tots junts en aix\u00f2\u201d s\u2019aplica a tot, no nom\u00e9s al call center que treballa per adaptar-se als pics fluctuants en els volums de contacte i els nous canals de xarxes socials.<\/p>\n<p><strong>Avui en dia, la clau de l\u2019\u00e8xit radica en convertir-se en una empresa connectada en qu\u00e8 totes les parts de l\u2019organitzaci\u00f3 treballen juntes per oferir experi\u00e8ncies excepcionals als clients<\/strong>. Aquestes estan impulsades per coneixements que es troben al cor del contact center i tenen el suport d\u2019un enfocament pragm\u00e0tic de la transformaci\u00f3 digital.<\/p>\n<p>Per\u00f2, qu\u00e8 tenen en com\u00fa les empreses connectades? Quins s\u00f3n els beneficis de la connectivitat pels clients? Veiem quines s\u00f3n les 3 caracter\u00edstiques principals d\u2019una empresa connectada.<\/p>\n<h5><strong>Qu\u00e8 \u00e9s una empresa connectada?<\/strong><\/h5>\n<p>Els atributs \u201cimprescindibles\u201d de totes les empreses connectades s\u00f3n els seg\u00fcents:<\/p>\n<h5><strong>1) No m\u00e9s sitges<\/strong><\/h5>\n<p>Les organitzacions exitoses entenen intu\u00eftivament, o aprenen de l\u2019experi\u00e8ncia, que els sistemes de TI desconnectats, la informaci\u00f3, les formes de treballar i fins i tot la cultura corporativa s\u00f3n les principals barreres per millorar el servei al client. <strong>Les empreses connectades estan 100% enfocades en eradicar aquests sitges nocius per aconseguir una connexi\u00f3 completa<\/strong>. Els l\u00edders s\u00f3n responsables d\u2019inspirar un esperit connectat, un basat en la col\u00b7laboraci\u00f3 que transcendeix les funcions departamentals i els rols laborals, des de els executius de nivell C cap avall, fins a vendes i m\u00e0rqueting, desenvolupament de productes, TI, finances, recursos humans, manufactura, operacions i, el que \u00e9s m\u00e9s important, l\u2019equip d\u2019atenci\u00f3 al client o call center.<\/p>\n<h5><strong>2) Major comprom\u00eds de la for\u00e7a laboral<\/strong><\/h5>\n<p>Els processos connectats, la informaci\u00f3 i la cultura corporativa motiven al personal a millorar en els seus rols i impactar col\u00b7lectivament en els resultats positius dels clients. <strong>Les empreses connectades reconeixen la import\u00e0ncia d\u2019empoderar als seus empleats amb pr\u00e0ctiques laborals flexibles i una comunicaci\u00f3 oberta i transparent<\/strong>. Ofereixen oportunitats tangibles pel desenvolupament personal al brindar feedback constructiu sobre el rendiment al crear capacitaci\u00f3 i aprenentatge online curosament dissenyats. <strong>Les empreses connectades mai escatimen en tecnologia i fan un esfor\u00e7 concertat per proporcionar al personal les eines adequades per fer la seva feina i millorar el servei al client<\/strong>.<\/p>\n<h5><strong>3) CX excel\u00b7lent<\/strong><\/h5>\n<p>Les organitzacions exitoses estan impulsades per l\u2019experi\u00e8ncia del client (CX), on tots treballen cap al mateix objectiu d\u2019oferir un CX excepcional. <strong>Les empreses connectades introdueixen processos que s\u00f3n simples, centrats en el client i dissenyats per implementar-se a tota l\u2019organitzaci\u00f3<\/strong>. Aquests processos, facilitats per sistemes d\u2019informaci\u00f3 connectats, permeten un servei al client integrat que es tradueix en clients lleials, una millor reputaci\u00f3 corporativa i majors guanys.<\/p>\n<p>No obstant, la realitat de moltes organitzacions, especialment els m\u00e9s grans, \u00e9s que amb freq\u00fc\u00e8ncia estan dividides per sistemes dispars i formes de treball inconnexes. <strong>Una de les majors barreres per convertir-se en una empresa connectada \u00e9s la manca de dades que puguin proporcionar una imatge clara del que fa que el servei al client i el rendiment comparatiu siguin excel\u00b7lents a nivell intern i front a competidors o iguals de la ind\u00fastria<\/strong>.<\/p>\n<h5><strong>La connexi\u00f3 amb el contact center <\/strong><\/h5>\n<p>La bellesa d\u2019aspirar a la connectivitat s\u00f3n les oportunitats que brinda per:<\/p>\n<h5><strong>1) Elevar el paper del call center<\/strong><\/h5>\n<p>Com a aparador d\u2019una organitzaci\u00f3 i, sovint, el primer punt de contacte pels usuaris, el call center \u00e9s un centre de dades llest per emprar, replet d\u2019informaci\u00f3 de clients viva i respirable que emana de milions de trucades de clients, missatges de text, correus electr\u00f2nics i xats, entre d\u2019altres. Aquests poderosos coneixements s\u00f3n el primer pas fonamental per connectar-se en tota l\u2019organitzaci\u00f3.<\/p>\n<h5><strong>2) Fomentar la col\u00b7laboraci\u00f3 i l\u2019intercanvi de coneixements<\/strong><\/h5>\n<p>Consisteix en deixar que el call center lideri el cam\u00ed en l\u2019intercanvi d\u2019hist\u00f2ries d\u2019\u00e8xit de clients, coneixements i aprenentatge per ajudar a totes les parts de l\u2019organitzaci\u00f3 a tenir \u00e8xit en el compliment dels objectius corporatius de CX.<\/p>\n<h5><strong>3) Alliberar el potencial de la transformaci\u00f3 digital amb una actualitzaci\u00f3 de TOI basada en el n\u00favol<\/strong><\/h5>\n<p>Les <a href=\"https:\/\/www.masvoz.cat\/productes\/cloud-contact-center\/integracio\/\"><strong>solucions integrades<\/strong><\/a> d\u2019avui capturen cada interacci\u00f3 del client juntament amb tot el que impacta al customer journey, com els nivells de participaci\u00f3 dels agents, i si els processos i sistemes els estan retenint. El cam\u00ed cap a la connectivitat \u00e9s una gran oportunitat per descobrir el valor de la Intel\u00b7lig\u00e8ncia Artificial (IA). A m\u00e9s d\u2019automatitzar les tasques, les eines d\u2019IA processen quantitats il\u00b7limitades de dades de clients, una poderosa intel\u00b7lig\u00e8ncia que es pot compartir amb altres departaments per marcar una difer\u00e8ncia real en la informaci\u00f3 empresarial i la presa de decisions.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Satisfer les expectatives dels usuaris a l\u2019entorn canviant del nou m\u00f3n del treball remot exigeix nivells molt m\u00e9s alts d\u2019agilitat per part de les organitzacions, i posa un enfocament encara major en millorar el servei al client. Mentre les empreses es preparen per aprofitar una economia global revitalitzada, la frase \u201cestem tots junts en aix\u00f2\u201d&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quines-son-les-3-caracteristiques-principals-duna-empresa-connectada\/\" title=\"Read Quines s\u00f3n les 3 caracter\u00edstiques principals d\u2019una empresa connectada?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29368,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34094","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>Quines s\u00f3n les 3 caracter\u00edstiques principals d\u2019una empresa connectada? - 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\/quines-son-les-3-caracteristiques-principals-duna-empresa-connectada\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines s\u00f3n les 3 caracter\u00edstiques principals d\u2019una empresa connectada? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Satisfer les expectatives dels usuaris a l\u2019entorn canviant del nou m\u00f3n del treball remot exigeix nivells molt m\u00e9s alts d\u2019agilitat per part de les organitzacions, i posa un enfocament encara major en millorar el servei al client. 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