{"id":34267,"date":"2022-02-22T10:29:00","date_gmt":"2022-02-22T09:29:00","guid":{"rendered":"https:\/\/enreach.es\/blog\/quines-tecnologies-del-call-center-faciliten-experiencies-del-client-omnicanal\/"},"modified":"2022-06-23T13:52:54","modified_gmt":"2022-06-23T13:52:54","slug":"quines-tecnologies-del-call-center-faciliten-experiencies-del-client-omnicanal","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-tecnologies-del-call-center-faciliten-experiencies-del-client-omnicanal\/","title":{"rendered":"Quines tecnologies del call center faciliten experi\u00e8ncies del client omnicanal?"},"content":{"rendered":"

En quin tipus de solucions t\u00e8cniques omnicanal estan invertint les empreses avui en dia? En aquest post, enumerem diverses tecnologies que haurien de posar als contact center en el bon cam\u00ed per brindar una experi\u00e8ncia omnicanal perfecta pel client.<\/p>\n

Qu\u00e8 \u00e9s l\u2019experi\u00e8ncia del client omnicanal?<\/strong><\/h5>\n

Quan s\u2019utilitza per descriure les interaccions del call center, una experi\u00e8ncia del client omnicanal permet als consumidors moure\u2019s sense problemes a trav\u00e9s dels diferents canals de suport. Aix\u00f2 vol dir, per exemple, que poden canviar del correu electr\u00f2nic al suport telef\u00f2nic sense problema.<\/p>\n

Quines tecnologies del call center faciliten experi\u00e8ncies del client omnicanal?<\/strong><\/h5>\n
1) Canals de suport natius<\/strong><\/h5>\n

Per permetre el flux fluid de dades a trav\u00e9s dels canals, aquests han de ser natius i estar integrats amb les diverses aplicacions. Per exemple, la integraci\u00f3 d\u2019una soluci\u00f3 de xat d\u2019\u00faltima generaci\u00f3 amb una plataforma de veu local antiquada pot ser impossible.<\/p>\n

Per aix\u00f2 \u00e9s convenient que els call center passin a una <\/strong>tecnologia basada en el n\u00favol<\/strong><\/a> per integrar m\u00e9s f\u00e0cilment tots els canals de suport i, si pot ser, tot amb el mateix prove\u00efdor<\/strong>.<\/p>\n

2) Enrutament omnicanal<\/strong><\/h5>\n

Les solucions d\u2019enrutament omnicanal organitzen totes les interaccions entrants i sortints i despr\u00e9s les distribueixen als agents qualificats per gestionar tant les consultes dels clients com els diversos canals disponibles. La tecnologia avan\u00e7ada actual ofereix enrutament basat en Intel\u00b7lig\u00e8ncia Artificial (IA) que t\u00e9 en compte el sentiment i la personalitat de l\u2019usuari en tots els <\/strong>canals digitals<\/strong><\/a> i de veu per prendre decisions d\u2019enrutament<\/strong>. I gr\u00e0cies al sistema, l\u2019enrutament omnicanal pot oferir el context i l\u2019historial d\u2019interacci\u00f3 necessaris als agents per a qu\u00e8 puguin resoldre amb \u00e8xit les consultes dels clients.<\/p>\n

L\u2019enrutament omnicanal ajuda a suavitzar la transici\u00f3 d\u2019un canal a un altre<\/strong>. Per exemple, si un client est\u00e0 xatejant amb un agent al seu tel\u00e8fon m\u00f2bil i despr\u00e9s pressiona l\u2019enlla\u00e7 \u201cfer clic per trucar\u201d<\/strong><\/a>, podria ser redirigit a la mateixa persona amb qui estava xatejant, per a una experi\u00e8ncia de client omnicanal fluida i sense friccions.<\/p>\n

3) Escriptori d\u2019agent unificat<\/strong><\/h5>\n

Omnicanalitat tamb\u00e9 vol dir que els agents poden treballar en m\u00faltiples canals durant el mateix torn. Per exemple, un empleat pot finalitzar una trucada telef\u00f2nica, despr\u00e9s gestionar tres sessions de xat simult\u00e0nies i despr\u00e9s potser passar als missatges de WhatsApp.<\/p>\n

Certs aspectes podrien passar desapercebuts si els agents no compten amb les eines adequades per mantenir totes aquestes interaccions en ordre. Un escriptori d\u2019agent unificat utilitza una safata d\u2019entrada universal per ajudar als agents a organitzar les seves tasques<\/strong>. Funciona juntament amb l\u2019enrutament omnicanal per garantir que aquests tinguin la quantitat correcta de treball en funci\u00f3 de la seva compet\u00e8ncia i habilitats amb la prioritzaci\u00f3 de contactes per garantir el compliment del nivell de servei.<\/p>\n

A m\u00e9s, tot el que necessita un agent omnicanal est\u00e0 en una sola interf\u00edcie: no \u00e9s necessari alternar entre diferents aplicacions, ja que els agents ajuden als clients des de diferents canals<\/strong>. El context i l\u2019historial del client passat per l\u2019enrutament omnicanal tamb\u00e9 apareix a l\u2019escriptori de l\u2019agent, el que li permet veure la informaci\u00f3 que necessita per brindar experi\u00e8ncies fluides.<\/p>\n

Per tant, un <\/strong>escriptori d\u2019agent unificat<\/strong><\/a> augmenta l\u2019efectivitat i l\u2019efici\u00e8ncia i, en \u00faltima inst\u00e0ncia, millora la satisfacci\u00f3 tant de l\u2019agent com del client<\/strong>.<\/p>\n

4) Software de gesti\u00f3 de la for\u00e7a laboral amb capacitats omnicanal<\/strong><\/h5>\n

Admetre m\u00faltiples canals i usar agents omnicanal agrega complexitat a les tasques de la gesti\u00f3 de la for\u00e7a laboral (WFM, en les seves sigles en angl\u00e8s) que ja s\u00f3n complicades de per si. El millor software d\u2019administraci\u00f3 de la for\u00e7a laboral pot pronosticar amb precisi\u00f3 el volum per a tots els canals i despr\u00e9s calcular les necessitats de personal en funci\u00f3 de l\u2019\u00fas d\u2019agents omnicanal<\/strong>.<\/p>\n

Les bones eines de gesti\u00f3 de la for\u00e7a laboral tamb\u00e9 simplifiquen la tasca de programar agents omnicanal. Per exemple, el sistema pot tenir en compte les habilitats dels agents individuals, els temps de maneig, la quantitat de sessions simult\u00e0nies que poden gestionar i altres caracter\u00edstiques omnicanal per desenvolupar els horaris \u00f2ptims. Aix\u00f2 ajuda a garantir que els clientes experimentin temps de resposta constants en tots els canals.<\/p>\n

5) Sistema de gesti\u00f3 del coneixement que es pot utilitzar a tots els canals<\/strong><\/h5>\n

Una bona base de coneixements pot ajudar a garantir que els clients rebin respostes coherents als canals de cerca, autoservei i assistits per agents que brinden la informaci\u00f3 correcta, en el moment adequat, segons el context i la orientaci\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA). Eliminar la fricci\u00f3 \u00e9s essencial per brindar experi\u00e8ncies fluides.<\/p>\n

6) Integraci\u00f3 de sistemes de call center amb aplicacions de CRM<\/strong><\/h5>\n

Les experi\u00e8ncies omnicanal del client s\u00f3n millors quan la tecnologia del call center s\u2019integra amb les solucions de CRM. Els <\/strong>sistemes de CRM<\/strong><\/a> contenen dades de clients que ofereixen un context addicional per a l\u2019enrutament omnicanal<\/strong>. A m\u00e9s, els CRM es poden incorporar a l\u2019escriptori unificat de l\u2019agent per brindar als agents encara m\u00e9s informaci\u00f3 per personalitzar les interaccions i oferir experi\u00e8ncies superiors.<\/p>\n","protected":false},"excerpt":{"rendered":"

En quin tipus de solucions t\u00e8cniques omnicanal estan invertint les empreses avui en dia? En aquest post, enumerem diverses tecnologies que haurien de posar als contact center en el bon cam\u00ed per brindar una experi\u00e8ncia omnicanal perfecta pel client. Qu\u00e8 \u00e9s l\u2019experi\u00e8ncia del client omnicanal? Quan s\u2019utilitza per descriure les interaccions del call center, una… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34268,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[7],"tags":[],"class_list":["post-34267","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-inteligente"],"acf":[],"yoast_head":"\nQuines tecnologies del call center faciliten experi\u00e8ncies del client omnicanal? - 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-tecnologias-del-call-center-facilitan-experiencias-del-cliente-omnicanal\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines tecnologies del call center faciliten experi\u00e8ncies del client omnicanal? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"En quin tipus de solucions t\u00e8cniques omnicanal estan invertint les empreses avui en dia? 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