{"id":34237,"date":"2022-01-13T09:27:30","date_gmt":"2022-01-13T08:27:30","guid":{"rendered":"https:\/\/enreach.es\/blog\/quin-enfocament-utilitzar-per-resoldre-la-complexitat-als-contact-center\/"},"modified":"2022-06-23T13:52:50","modified_gmt":"2022-06-23T13:52:50","slug":"quin-enfocament-utilitzar-per-resoldre-la-complexitat-als-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quin-enfocament-utilitzar-per-resoldre-la-complexitat-als-contact-center\/","title":{"rendered":"Quin enfocament utilitzar per resoldre la complexitat als contact center?"},"content":{"rendered":"

Els call center han estat invertint en tecnologies omnicanal durant m\u00e9s d\u2019una d\u00e8cada. El canvi al n\u00favol tamb\u00e9 ha succe\u00eft en els \u00faltims anys i s\u2019ha accelerat significativament a principis del 2020.<\/p>\n

Segons una investigaci\u00f3, el 90% dels contact center van indicar que estaven invertint en nous canals, automatitzaci\u00f3 i eines d\u2019an\u00e0lisi, mentre que el 68% de les migracions al n\u00favol van tenir lloc el 2020<\/strong>.<\/p>\n

Els contact center al n\u00favol lideren el cam\u00ed<\/strong><\/h5>\n

Nom\u00e9s un any despr\u00e9s, els call center al n\u00favol<\/strong><\/a> estan recollint les recompenses d\u2019haver implantat la tecnologia cloud. Aix\u00ed, els contact center totalment basats \u200b\u200ben el n\u00favol tenen gaireb\u00e9 el doble de probabilitats d\u2019haver adoptat canals socials, xat bots i plataformes d\u2019intel\u00b7lig\u00e8ncia empresarial (Business Intelligence)<\/strong>.<\/p>\n

Les solucions al n\u00favol permeten prendre decisions comercials m\u00e9s estrat\u00e8giques i intel\u00b7ligents, i tamb\u00e9 s\u2019est\u00e0 millorant l\u2019\u00fas d\u2019an\u00e0lisi<\/strong>. En aquest sentit, l\u2019anal\u00edtica pot ajudar als call center a descobrir els aspectes que influeixen en la satisfacci\u00f3 dels agents i els clients, alhora que serveix perdonar suport a una programaci\u00f3 d\u2019equips m\u00e9s efica\u00e7.<\/p>\n

D\u2019altra banda, els contact center que encara no estan al n\u00favol s\u2019estan quedant enrere: dos de cada tres estan limitats per les seves solucions actuals.<\/p>\n

Menys \u00e9s m\u00e9s<\/strong><\/h5>\n

Els l\u00edders dels call center tendeixen a usar la tecnologia per superar els problemes de servei i habilitar estrat\u00e8gies d\u2019experi\u00e8ncia del client (CX) amb visi\u00f3 de futur. La tecnologia s\u2019utilitza per connectar dades i tancar els buits de coneixement per brindar experi\u00e8ncies de servei m\u00e9s r\u00e0pides, personalitzades i predictives<\/strong>. Tanmateix, donat que la seva r\u00e0pida implementaci\u00f3 pot ser la causa de molts problemes, agregar encara m\u00e9s sistemes crea una major complexitat?<\/p>\n

3 maneres de resoldre la complexitat <\/strong><\/h5>\n

La clau de l\u2019\u00e8xit radica en buscar tecnologies que resolguin, en lloc d\u2019augmentar, la complexitat. Per aix\u00f2, les solucions han de ser:<\/p>\n

1) F\u00e0cils:<\/strong> Les modernes plataformes de tecnologia de call center estan dissenyades espec\u00edficament per a qu\u00e8 siguin f\u00e0cils d\u2019implementar, aprendre i usar. Han de ser solucions que ofereixin <\/strong>integracions amb tots els seus sistemes<\/strong><\/a> i tecnologies principals existents<\/strong>.<\/p>\n

Els millors prove\u00efdors brinden suport i orientaci\u00f3 al llarg de la fase d\u2019implementaci\u00f3 i m\u00e9s enll\u00e0<\/strong>. Aix\u00f2 inclou la capacitaci\u00f3 essencial del personal, ja sigui en persona o online, per adaptar-se al lloc de treball cada cop m\u00e9s h\u00edbrid d\u2019avui. Mentrestant, la tecnologia en si ha de ser intu\u00eftiva d\u2019usar. Ha de tenir les eines i la funcionalitat que facilitin a tots els usuaris, inclosos agents, gerents i l\u00edders empresarials, veure r\u00e0pidament la informaci\u00f3 que necessiten per prendre les mesures oportunes en cada moment<\/strong>.<\/p>\n

2) Personalitzades:<\/strong> La tecnologia moderna es construeix des de zero tenint en compte les necessitats i el viatge del client (customer journey). Aix\u00f2 inclou funcions com capacitats i fluxos de treball altament automatitzats i millorats amb Intel\u00b7lig\u00e8ncia Artificial (IA) que estan dissenyats per impulsar l\u2019efici\u00e8ncia operativa alhora que milloren i acceleren el CX<\/strong>.<\/p>\n

3) Intel\u00b7ligents:<\/strong> La tecnologia moderna del contact center ha de tenir capacitats anal\u00edtiques integrades, amb eines que ofereixin informaci\u00f3 de dades centrada en el client<\/strong>, el que facilita la presa de decisions i permet que els agents agreguin l\u2019element hum\u00e0 essencial a les interaccions digitals que els clients anhelen.<\/p>\n

Les plataformes tecnol\u00f2giques l\u00edders estan dissenyades per ser omnicanal tant des de la perspectiva del client com de l\u2019empresa interna. Per aix\u00f2, s\u2019ha d\u2019invertir en solucions que siguin capaces d\u2019extreure qualsevol flux de dades des de qualsevol lloc dins de l\u2019organitzaci\u00f3, com la intel\u00b7lig\u00e8ncia empresarial (BI)<\/strong>.<\/p>\n

En conclusi\u00f3, les solucions m\u00e9s intel\u00b7ligents reuneixen dades valuoses de clients i BI en eines de generaci\u00f3 d\u2019informes visuals i intu\u00eftius<\/strong>. Aix\u00f2 fa que les dades siguin m\u00e9s significatives per a tots els usuaris, independentment del seu rol o contribuci\u00f3 al negoci en general.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els call center han estat invertint en tecnologies omnicanal durant m\u00e9s d\u2019una d\u00e8cada. El canvi al n\u00favol tamb\u00e9 ha succe\u00eft en els \u00faltims anys i s\u2019ha accelerat significativament a principis del 2020. Segons una investigaci\u00f3, el 90% dels contact center van indicar que estaven invertint en nous canals, automatitzaci\u00f3 i eines d\u2019an\u00e0lisi, mentre que el… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29533,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34237","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nQuin enfocament utilitzar per resoldre la complexitat als contact 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-enfoque-utilizar-para-resolver-la-complejidad-en-los-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quin enfocament utilitzar per resoldre la complexitat als contact center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els call center han estat invertint en tecnologies omnicanal durant m\u00e9s d\u2019una d\u00e8cada. El canvi al n\u00favol tamb\u00e9 ha succe\u00eft en els \u00faltims anys i s\u2019ha accelerat significativament a principis del 2020. Segons una investigaci\u00f3, el 90% dels contact center van indicar que estaven invertint en nous canals, automatitzaci\u00f3 i eines d\u2019an\u00e0lisi, mentre que el... 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