{"id":34222,"date":"2021-12-14T12:44:17","date_gmt":"2021-12-14T11:44:17","guid":{"rendered":"https:\/\/enreach.es\/blog\/quines-novetats-ens-esperen-al-lloc-de-treball-el-2022\/"},"modified":"2023-12-13T15:40:36","modified_gmt":"2023-12-13T14:40:36","slug":"quines-novetats-ens-esperen-al-lloc-de-treball-el-2022","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-novetats-ens-esperen-al-lloc-de-treball-el-2022\/","title":{"rendered":"Quines novetats ens esperen al lloc de treball el 2022?"},"content":{"rendered":"

No hi ha dubte que l\u2019experi\u00e8ncia del client (CX) \u00e9s un diferenciador clau de la marca i seguir\u00e0 sent una for\u00e7a impulsora de l\u2019\u00e8xit de les empreses el 2022 i els anys venidors. Quines tend\u00e8ncies de la for\u00e7a laboral han de planificar els l\u00edders de marca i quines mesures han de prendre per retenir als empleats i augmentar la lleialtat dels clients?<\/p>\n

Quines tend\u00e8ncies ens esperen al lloc de treball el 2022?<\/strong><\/h5>\n
1) Aliances m\u00e9s estretes entre els departaments d\u2019experi\u00e8ncia del client i diversitat i inclusi\u00f3 (D&I)<\/strong><\/h5>\n

No \u00e9s cap secret que quan els empleats es senten valorats, apreciats i acceptats, els clients tamb\u00e9 ho veuen i ho senten. Un alimenta a l\u2019altre. Com m\u00e9s treballin junts els equips d\u2019experi\u00e8ncia del client i recursos humans \/ D&I, major ser\u00e0 la probabilitat que s\u2019assoleixin els objectius de l\u2019empresa<\/strong>.<\/p>\n

2) M\u00e9s opcions pel lloc de treball (oficina o casa)<\/strong><\/h5>\n

La pand\u00e8mia global va canviar la forma en qu\u00e8 pensem, treballem i col\u00b7laborem. Les pol\u00edtiques de l\u2019empresa s\u2019estan tornant m\u00e9s flexibles, com demostra el <\/strong>treball remot<\/strong><\/a>, el que alhora genera m\u00e9s lleialtat i comprom\u00eds per part dels agents per brindar excel\u00b7l\u00e8ncia al client<\/strong>.<\/p>\n

3) Major empatia i comunicacions<\/strong><\/h5>\n

Els empleats s\u2019estan capacitant millor per \u201cposar-se en el lloc del client\u201d i adquirint habilitats socials, com l\u2019escolta activa<\/strong>. Aquesta \u00e9s una bona tend\u00e8ncia pels beneficis comercials i tamb\u00e9 per a la societat. Els representants del call center que llegeixin un gui\u00f3 seran menys tolerables pels clients. Actualment, els usuaris volen un servei personalitzat, el que vol dir que els l\u00edders de l\u2019empresa han de capacitar al seu personal per atendre les necessitats dels clients sense retard<\/strong>.<\/p>\n

4) Millor gesti\u00f3 del temps<\/strong><\/h5>\n

Les persones estan adoptant una mentalitat de \u201cmenys \u00e9s m\u00e9s\u201d. Les reunions tradicionals d\u2019una hora s\u2019estan convertint en la meitat del temps i estan m\u00e9s enfocades. A m\u00e9s, els empleats estan guanyant m\u00e9s efici\u00e8ncia a l\u2019administrar la seva energia per realitzar les seves tasques di\u00e0ries en lloc de mirar constantment el rellotge<\/strong>. D\u2019aquesta manera, es distingeix el que \u00e9s m\u00e9s important i s\u2019augmenten la productivitat, la responsabilitat i la rendibilitat<\/strong>.<\/p>\n

5) Comprensi\u00f3 m\u00e9s profunda de les necessitats del client<\/strong><\/h5>\n

Molts gerents s\u2019han basat \u00fanicament en enquestes per obtenir informaci\u00f3 sobre com estan complint amb les expectatives dels clients<\/strong>. De cara al futur, aix\u00f2 no ser\u00e0 suficient. Agregar i centralitzar totes les fonts de feedback de la Veu del Client (VoC), \u00e9s a dir, xarxes socials, qualificacions i ressenyes, xat en viu del lloc web, etc., combinades amb enquestes ser\u00e0 el nou canvi de joc<\/strong>.<\/p>\n

6) M\u00e8triques de negoci ampliades i indicadors clau de rendiment (KPIs)<\/strong><\/h5>\n

Les enquestes de satisfacci\u00f3 dels clients s\u2019estan expandint per incloure m\u00e9s que la qualificaci\u00f3 de Net Promoter Score (NPS, en les seves sigles en angl\u00e8s) tradicional. Les puntuacions de Nivell d\u2019Esfor\u00e7 i Sentiment s\u00f3n cada cop m\u00e9s importants per mesurar la satisfacci\u00f3 del client i els comportaments futurs<\/strong> (\u00e9s a dir, comprar de nou, recomanacions, etc.).<\/p>\n

7) Major adopci\u00f3 digital <\/strong><\/h5>\n

La tecnologia no nom\u00e9s est\u00e0 canviant la forma en qu\u00e8 viuen les persones, sin\u00f3 tamb\u00e9 com les empreses presten els seus serveis als clients. La clau \u00e9s no perdre el toc hum\u00e0; no reempla\u00e7ar l\u2019atenci\u00f3 als usuaris per complet amb l\u2019automatitzaci\u00f3<\/strong>. Les marques que es guanyin el cor dels clients seran les que consolidin les relacions i la confian\u00e7a.<\/p>\n

8) Un augment en els llocs de Director d\u2019Experi\u00e8ncia del Client (CXO)<\/strong><\/h5>\n

Actualment, el CX \u00e9s l\u2019estrat\u00e8gia m\u00e9s adient per aconseguir un augment en la quota de mercat, aix\u00ed com una major diferenciaci\u00f3 d\u2019un producte o servei amb respecte a la compet\u00e8ncia<\/strong>.\u00a0<\/p>\n

Amb la seva gesti\u00f3, es busca alinear a les principals \u00e0rees d\u2019una organitzaci\u00f3. Que tinguin la mateixa visi\u00f3, que entenguin cadascuna d\u2019elles, quin \u00e9s el seu lloc a la cadena de l\u2019Experi\u00e8ncia, i, d\u2019aquesta manera, aconseguir una excel\u00b7lent relaci\u00f3\u00a0empresa-client de forma global<\/strong>.<\/strong><\/p>\n

Si b\u00e9 cap expert pot predir al 100% el que portar\u00e0 el futur, s\u00ed sabem una cosa amb certesa: s\u2019ha d\u2019esperar l\u2019inesperat. Si les empreses mantenen aquesta mentalitat tots els dies, els seus l\u00edders romandran calmats, resilients i concentrats en brindar millors experi\u00e8ncies<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

No hi ha dubte que l\u2019experi\u00e8ncia del client (CX) \u00e9s un diferenciador clau de la marca i seguir\u00e0 sent una for\u00e7a impulsora de l\u2019\u00e8xit de les empreses el 2022 i els anys venidors. Quines tend\u00e8ncies de la for\u00e7a laboral han de planificar els l\u00edders de marca i quines mesures han de prendre per retenir als… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29500,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145,8],"tags":[],"class_list":["post-34222","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","category-noticias-sobre-enreach"],"acf":[],"yoast_head":"\nQuines novetats ens esperen al lloc de treball el 2022? - 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-novetats-ens-esperen-al-lloc-de-treball-el-2022\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines novetats ens esperen al lloc de treball el 2022? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"No hi ha dubte que l\u2019experi\u00e8ncia del client (CX) \u00e9s un diferenciador clau de la marca i seguir\u00e0 sent una for\u00e7a impulsora de l\u2019\u00e8xit de les empreses el 2022 i els anys venidors. 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