{"id":34308,"date":"2022-03-24T07:58:04","date_gmt":"2022-03-24T06:58:04","guid":{"rendered":"https:\/\/enreach.es\/blog\/tres-tecnologies-que-tot-contact-center-hauria-de-tenir\/"},"modified":"2022-06-23T13:52:57","modified_gmt":"2022-06-23T13:52:57","slug":"tres-tecnologies-que-tot-contact-center-hauria-de-tenir","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/tres-tecnologies-que-tot-contact-center-hauria-de-tenir\/","title":{"rendered":"Tres tecnologies que tot contact center hauria de tenir"},"content":{"rendered":"

\u00daltimament, quan parlem de canvi, no podem evitar mencionar la pand\u00e8mia, que ha estat un gran accelerador en l\u2019\u00e0mbit de la tecnologia i les comunicacions.<\/p>\n

Tanmateix, aquest canvi ja estava passant abans del coronavirus impulsat per la demanda i les expectatives dels clients. Avui en dia, quan els usuaris tenen un problema, busquen una soluci\u00f3 r\u00e0pida i el m\u00e9s senzilla possible. Com pot un call center satisfer als clients? Implementant les tecnologies adequades per oferir un excel\u00b7lent servei al client.<\/p>\n

Quines s\u00f3n les tres tecnologies que tot contact center hauria de tenir?<\/strong><\/h5>\n
1) Una soluci\u00f3 combinada<\/strong><\/h5>\n

Un call center que ofereix una soluci\u00f3 combinada vol dir que els clients poden escollir diferents opcions per a la resoluci\u00f3 de consultes, ja sigui parlar amb un agent o utilitzar xat bots, entre d\u2019altres.<\/p>\n

El millor d\u2019un contact center combinat \u00e9s que cap opci\u00f3 \u00e9s millor que l\u2019altra; \u00e9s simplement una q\u00fcesti\u00f3 de satisfer les necessitats del client<\/strong>. De vegades, els clients nom\u00e9s necessiten verificar el saldo del seu compte. D\u2019altres, tenen preguntes molt espec\u00edfiques sobre la seva hipoteca. En un call center combinat, el client pot comen\u00e7ar amb un agent virtual que pot recopilar tota la informaci\u00f3 necess\u00e0ria, usar IA per predir qu\u00e8 es necessitar\u00e0 per resoldre el problema i determinar si un agent en viu o virtual ser\u00e0 la millor soluci\u00f3.<\/p>\n

Amb agents virtuals intel\u00b7ligents, els contact center poden delegar una gran part de les seves trucades a sistemes d\u2019informaci\u00f3 automatitzats. Els agents en viu poden dedicar menys temps a tasques simples i repetitives i m\u00e9s temps a resoldre problemes complexos<\/strong>.<\/p>\n

Per exemple, amb els <\/strong>IVR avan\u00e7ats<\/strong><\/a> es por parlar amb agents virtuals com si fossin humans<\/strong>. Aquesta experi\u00e8ncia no nom\u00e9s millora l\u2019efici\u00e8ncia dels call center, sin\u00f3 que compleix amb les expectatives dels clients<\/strong>.<\/p>\n

2) Un CRM integrat<\/strong><\/h5>\n

Un altre element imprescindible d\u2019un contact center exit\u00f3s \u00e9s un CRM integrat<\/a><\/strong>. Donat que les empreses estan canviant a forces de treball remotes i h\u00edbrides, disposar d\u2019una plataforma unificada \u00e9s clau<\/strong>.<\/p>\n

En un call center modern, els agents estan capacitats per centrar-se en fer feli\u00e7os als clients. Un CRM integrat permet als agents veure tota la informaci\u00f3 del client en una sola interf\u00edcie<\/strong>. I, a m\u00e9s, poden fer-ho des de la comoditat de la seva pr\u00f2pia casa mentre teletreballen.<\/p>\n

A trav\u00e9s de les integracions de CRM, els agents responen a cada trucada amb una vista de 360 \u200b\u200bgraus del client a la seva pantalla. Coneixen la informaci\u00f3 del seu compte, l\u2019historial de transaccions, aix\u00ed com la seva puntuaci\u00f3 de sentiment i prefer\u00e8ncies de canal<\/strong>.<\/p>\n

Totes les dades del CRM ajuden a identificar oportunitats per a vendes creuades i llan\u00e7aments de vendes addicionals. Amb base a l\u2019an\u00e0lisi predictiu, els agents poden recomanar productes i serveis addicionals que \u00e9s probables que els clients busquin al mercat<\/strong>. Aix\u00f2 crea taxes d\u2019\u00e8xit m\u00e9s altes quan es ven a usuaris existents i pot augmentar el valor de per vida del client al satisfer les seves necessitats abans fins i tot que s\u00e0piguen quines s\u00f3n.<\/p>\n

3) Un software basat en el n\u00favol<\/strong><\/h5>\n

Si un call center no estava al n\u00favol abans de la COVID-19, certament ho est\u00e0 ara. \u00c9s dif\u00edcil imaginar com el m\u00f3n sencer podria fer la transici\u00f3 a la for\u00e7a de treball remota sense serveis basats al n\u00favol. Aix\u00ed, les empreses continuen migrant els sistemes centrals i els fluxos de treball al n\u00favol a un ritme accelerat<\/strong>.<\/p>\n

El <\/strong>software basado en el n\u00favol<\/strong><\/a> facilita una connectivitat m\u00e9s r\u00e0pida a un menor cost d\u2019infraestructura mentre mant\u00e9 les dades m\u00e9s segures que els centres de dades locals<\/strong>. A l\u2019eliminar els costos dels centres de dades, de les actualitzacions del sistema i de seguretat que l\u2019acompanyen, l\u2019execuci\u00f3 de les aplicacions al n\u00favol poden reduir les despeses de capital alhora que proporcionen un model de preus confiable que permet alts nivells d\u2019escalabilitat<\/strong>. De fet, segon Nucleus Research, les solucions basades en el n\u00favol van assolir un ROI mig 1,7 cops major que les solucions locals<\/strong>.<\/p>\n

El n\u00favol tamb\u00e9 permet moltes de les funcions d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA), aprenentatge autom\u00e0tic (ML) i an\u00e0lisi predictiu en les quals confien la majoria de les organitzacions per crear avantatges competitius<\/strong>.<\/p>\n

En conclusi\u00f3, les innovacions que s\u2019han produ\u00eft lloc abans i en resposta a la pand\u00e8mia han tingut un impacte positiu en les operacions dels call center a tot el m\u00f3n.<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00daltimament, quan parlem de canvi, no podem evitar mencionar la pand\u00e8mia, que ha estat un gran accelerador en l\u2019\u00e0mbit de la tecnologia i les comunicacions. Tanmateix, aquest canvi ja estava passant abans del coronavirus impulsat per la demanda i les expectatives dels clients. Avui en dia, quan els usuaris tenen un problema, busquen una soluci\u00f3… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":34309,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[7],"tags":[],"class_list":["post-34308","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-inteligente"],"acf":[],"yoast_head":"\nTres tecnologies que tot contact center hauria de tenir - 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\/tres-tecnologias-que-todo-contact-center-deberia-tener\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tres tecnologies que tot contact center hauria de tenir - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"\u00daltimament, quan parlem de canvi, no podem evitar mencionar la pand\u00e8mia, que ha estat un gran accelerador en l\u2019\u00e0mbit de la tecnologia i les comunicacions. 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