{"id":34183,"date":"2021-10-05T06:40:58","date_gmt":"2021-10-05T04:40:58","guid":{"rendered":"https:\/\/enreach.es\/blog\/quina-tecnologia-hi-ha-darrera-dun-call-center\/"},"modified":"2022-06-23T13:52:38","modified_gmt":"2022-06-23T13:52:38","slug":"quina-tecnologia-hi-ha-darrera-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quina-tecnologia-hi-ha-darrera-dun-call-center\/","title":{"rendered":"Quina tecnologia hi ha darrera d\u2019un call center?"},"content":{"rendered":"<p>Les empreses amb una mentalitat d\u2019experi\u00e8ncia del client (CX) generen ingressos fins a un 8% m\u00e9s alts que els seus competidors. Per\u00f2 el call center actual no \u00e9s nom\u00e9s una s\u00e8rie de tel\u00e8fons connectats al mateix n\u00famero comercial. \u00c9s la tecnologia darrere del seu entorn de suport el que marca la difer\u00e8ncia en l\u2019estrat\u00e8gia de servei al client.<\/p>\n<p>La tecnologia adequada significa que pot enviar als clients instant\u00e0niament als agents amb m\u00e9s habilitats per atendre la seva trucada. Tamb\u00e9 assegura que els consumidors d\u2019avui puguin connectar-se amb marques en m\u00faltiples plataformes i canals.<\/p>\n<h5><strong>Qu\u00e8 \u00e9s la tecnologia del contact center?<\/strong><\/h5>\n<p>La tecnologia del call center \u00e9s un terme que es refereix als components t\u00e8cnics que donen forma al customer journey. <strong>Quan un client es connecta amb una empresa a trav\u00e9s de qualsevol canal, la tecnologia \u00e9s el que d\u00f3na suport a aquesta interacci\u00f3, s\u2019assegura que arribi a un agent, que obtingui la resposta que necessita, etc.<\/strong><\/p>\n<p>Alguns dels exemples m\u00e9s tradicionals de tecnologia de contact center inclouen <strong><a href=\"https:\/\/www.masvoz.cat\/software-ivr-avan%C3%A7at\/\">sistemes IVR per enrutar trucades<\/a><\/strong>, la m\u00fasica d\u2019espera o el reenviament de trucades. Tots aquests sistemes, entre d\u2019altres, contribueixen a potenciar les connexions entre organitzacions i usuaris.<\/p>\n<p>En els \u00faltims anys, a mida que els clients han comen\u00e7at a esperar m\u00e9s de les empreses amb les quals poden interactuar, <strong>la <a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\">tecnologia del call center<\/a> s\u2019ha tornat m\u00e9s avan\u00e7ada<\/strong> i necessita fer m\u00e9s que donar suport a les trucades dels usuaris. Per aix\u00f2, tamb\u00e9 \u00e9s necessari que el contact center pugui:<\/p>\n<ul>\n<li>Connectar diferents canals com <strong>missatgeria, v\u00eddeo i xarxes socials<\/strong>.<\/li>\n<li>Oferir <strong>solucions d\u2019autoservei a trav\u00e9s de xat bots i agents virtuals<\/strong>.<\/li>\n<li><strong>Analitzar converses<\/strong> que proporcionin informaci\u00f3 \u00fatil pels agents.<\/li>\n<\/ul>\n<p>Impulsar millors experi\u00e8ncies per agents i clients vol dir que les empreses han de mapejar cada etapa del customer journey i assegurar-se que existeixi algun tipus de tecnologia per donar suport a cada pas.<\/p>\n<h5><strong>Quines s\u00f3n les tend\u00e8ncies en la tecnologia dels call center? <\/strong><\/h5>\n<p>Els l\u00edders empresarials d\u2019avui en dia encara necessiten molts components de la tecnologia tradicional del contact center, com la <strong><a href=\"https:\/\/www.masvoz.cat\/numeracio-telefonica\/\">numeraci\u00f3 tant local com internacional<\/a><\/strong>. Tamb\u00e9 es necessiten eines d\u2019enrutament de trucades i sistemes de reenviament, els que actualment s\u00f3n molt m\u00e9s avan\u00e7ats gr\u00e0cies a la <strong>Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong>.<\/p>\n<p>Tanmateix, en un entorn en qu\u00e8 <strong>el 96% dels clients indiquen que el servei \u00e9s crucial per a la empresa i la marca que escullen, la tecnologia del call center s\u2019est\u00e0 convertint en una caracter\u00edstica diferenciadora fonamental<\/strong>. Algunes de les tend\u00e8ncies que han sorgit en els \u00faltims anys inclouen:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>CCaaS (Contact Center com a Servei):<\/strong> A mida que el n\u00favol es converteix en una opci\u00f3 m\u00e9s atractiva per a les empreses que necessiten escalabilitat i flexibilitat, el CCaaS est\u00e0 creixent. <strong>Les solucions de contact center com a servei brinden a les empreses acc\u00e9s a les eines que necessiten per a una excel\u00b7lent experi\u00e8ncia del client<\/strong>.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Intel\u00b7lig\u00e8ncia Artificial (IA):<\/strong> La IA \u00e9s una gran tend\u00e8ncia en la tecnologia dels call center. Gr\u00e0cies a ella, <strong>les empreses poden avaluar el sentiment a la veu d\u2019un client i realitzar un seguiment de la seva satisfacci\u00f3 durant el customer journey<\/strong>. Les an\u00e0lisis basades \u200b\u200ben Intel\u00b7lig\u00e8ncia Artificial tamb\u00e9 ajuden a les empreses a desenvolupar coneixements sobre com els agents responen a determinades situacions dels clients. Aix\u00f2 ajuda a <strong>capacitar als empleats<\/strong>. La IA tamb\u00e9 enruta als clients a l\u2019agent correcte. <strong>L\u2019enrutament intel\u00b7ligent redueix el risc que un client necessiti repetir la mateixa consulta diversos cops<\/strong>.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Optimitzaci\u00f3 i gesti\u00f3 de la for\u00e7a laboral:<\/strong> La <strong>WFO<\/strong> (Optimitzaci\u00f3 de la For\u00e7a de Treball) i la <strong>WFM<\/strong> (Gesti\u00f3 de la For\u00e7a de Treball) s\u00f3n valuosos al call center. <strong>Aquestes solucions permeten als l\u00edders empresarials fer un seguiment del rendiment dels agents<\/strong>. En un entorn en qu\u00e8 els contact center poden contractar <strong><a href=\"https:\/\/www.masvoz.cat\/solucions-per-teletreball\/\">treballadors remots<\/a><\/strong>, es mantenen l\u2019efici\u00e8ncia i la productivitat, passi el que passi. <strong>Les solucions de WFO i WFM tamb\u00e9 poden mantenir als equips compromesos amb taules de classificaci\u00f3 i gamificaci\u00f3<\/strong>.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Mapeig de viatges omnicanal:<\/strong> L\u2019experi\u00e8ncia del client no t\u00e9 lloc nom\u00e9s a les comunicacions per tel\u00e8fon. Les empreses d\u2019avui necessiten interactuar amb els clients a tots els canals. <strong>El mapeig del recorregut del client al contact center permet a les organitzacions assegurar-se que poden arribar als usuaris a tot arreu<\/strong>. Aix\u00f2 inclou l\u2019\u00fas de xarxes socials, missatgeria instant\u00e0nia i v\u00eddeo, entre d\u2019altres. <strong>Les eines omnicanals adequades no nom\u00e9s obriran noves portes pels clients, sin\u00f3 que tamb\u00e9 alinearan tots els seus sistemes de comunicaci\u00f3 per a qu\u00e8 puguin fer un seguiment de l\u2019experi\u00e8ncia completa del client<\/strong>.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>An\u00e0lisi i seguretat: <\/strong>L\u2019an\u00e0lisi al call center ofereix m\u00faltiples beneficis. <strong>Les estad\u00edstiques adequades poden mostrar com atendre als clients de manera m\u00e9s efica\u00e7, millorar la seguretat i la privacitat<\/strong>. Per exemple, l\u2019an\u00e0lisi de veu (Speech Analytics) est\u00e0 canviant r\u00e0pidament la forma en qu\u00e8 s\u2019aborda la seguretat al contact center.<\/li>\n<\/ul>\n<h5><strong>La tecnologia al cor del call center<\/strong><\/h5>\n<p>A mida que el m\u00f3n continua transformant-se digitalment, la tecnologia dels contact center es torna m\u00e9s complexa. <strong>Els xat bots i els agents virtuals ajuden als clients a resoldre els seus problemes per si mateixos<\/strong>. Aix\u00ed, els agents del call center poden dedicar m\u00e9s temps a resoldre problemes m\u00e9s complexes. Alhora, <strong>els assistents virtuals al call center poden mostrar informaci\u00f3 valuosa per a un agent i ajudar-lo a resoldre el problema d\u2019un client m\u00e9s r\u00e0pid<\/strong>.<\/p>\n<p>D\u2019altra banda, la Intel\u00b7lig\u00e8ncia Artificial (IA) pot <strong>rastrejar l\u2019emoci\u00f3 en la veu d\u2019una persona<\/strong> i alertar instant\u00e0niament a un supervisor si una conversa comen\u00e7a a anar malament.<\/p>\n<p>En conclusi\u00f3, <strong>la tecnologia adequada no nom\u00e9s ofereix a les empreses l\u2019oportunitat de brindar un millor suport als clients, sin\u00f3 que tamb\u00e9 ajuda als agents i equipo<\/strong>. Si b\u00e9 no totes les organitzacions necessitaran tota la tecnologia en el panorama de call center d\u2019immediat, trobar les eines adequades podria encaminar-lo cap a resultats incre\u00efbles.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les empreses amb una mentalitat d\u2019experi\u00e8ncia del client (CX) generen ingressos fins a un 8% m\u00e9s alts que els seus competidors. Per\u00f2 el call center actual no \u00e9s nom\u00e9s una s\u00e8rie de tel\u00e8fons connectats al mateix n\u00famero comercial. \u00c9s la tecnologia darrere del seu entorn de suport el que marca la difer\u00e8ncia en l\u2019estrat\u00e8gia de&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quina-tecnologia-hi-ha-darrera-dun-call-center\/\" title=\"Read Quina tecnologia hi ha darrera d\u2019un call center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29804,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34183","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>Quina tecnologia hi ha darrera d\u2019un call center? - 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\/que-tecnologia-hay-detras-de-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quina tecnologia hi ha darrera d\u2019un call center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Les empreses amb una mentalitat d\u2019experi\u00e8ncia del client (CX) generen ingressos fins a un 8% m\u00e9s alts que els seus competidors. 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Per\u00f2 el call center actual no \u00e9s nom\u00e9s una s\u00e8rie de tel\u00e8fons connectats al mateix n\u00famero comercial. \u00c9s la tecnologia darrere del seu entorn de suport el que marca la difer\u00e8ncia en l\u2019estrat\u00e8gia de... 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