{"id":36600,"date":"2022-06-14T11:00:34","date_gmt":"2022-06-14T09:00:34","guid":{"rendered":"https:\/\/enreach.es\/?p=36600"},"modified":"2022-06-23T13:53:07","modified_gmt":"2022-06-23T13:53:07","slug":"com-millorar-lexperiencia-del-client-eliminant-aquestes-6-barreres-dun-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-millorar-lexperiencia-del-client-eliminant-aquestes-6-barreres-dun-call-center\/","title":{"rendered":"Com millorar l\u2019experi\u00e8ncia del client eliminant aquestes 6 barreres d\u2019un call center?"},"content":{"rendered":"<p>Els call center tenen la tasca de millorar l\u2019experi\u00e8ncia del client (CX), per\u00f2 de vegades s\u2019interposen factors interns. Aix\u00f2 requereix observar els processos, les pol\u00edtiques, la tecnologia, els buits d\u2019habilitats i d\u2019altres variables que poden ser barreres per proporcionar un CX satisfactori.<\/p>\n<h3><strong>Com millorar l\u2019experi\u00e8ncia del client (CX)?<\/strong><\/h3>\n<p>Tot i que els contact center no s\u00f3n els \u00fanics responsables del CX, juguen un paper vital en l\u2019estrat\u00e8gia d\u2019experi\u00e8ncia del client de l\u2019empresa. Quan els call center milloren el CX, tota l\u2019organitzaci\u00f3 se\u2019n beneficia.<\/p>\n<h3><strong>Quines estad\u00edstiques justifiquen les millores del CX?<\/strong><\/h3>\n<ul style=\"list-style-type: disc;\">\n<li>El 80% dels consumidors creu que <strong>el comprom\u00eds \u00e9s tan important com la qualitat del producte<\/strong>, segons Salesforce.<\/li>\n<li>La majoria dels consumidors estan disposats a comprar m\u00e9s productes (87%) i a recomanar una empresa a d\u2019altres (81%) si tenen una <strong>experi\u00e8ncia de servei al client excepcional<\/strong>, indica Salesforce.<\/li>\n<li>El 80% dels usuaris canviaria d\u2019empresa degut a un mal servei al client, segons el mateix estudi.<\/li>\n<li>A nivell mundial, <strong>el 90% dels consumidors creu que el servei al client \u00e9s molt important en l\u2019elecci\u00f3 d\u2019una marca<\/strong>, segons Microsoft Dynamics 365.<\/li>\n<li>El 57% dels usuaris informen que <strong>el servei al client \u00e9s un atribut que influeix en la seva lleialtat a una marca<\/strong>, segons Zendesk.<\/li>\n<\/ul>\n<p>En resum, <strong>el <\/strong><a href=\"https:\/\/masvoz.cat\/cloud-contact-center\/\"><strong>servei al client<\/strong><\/a><strong> \u00e9s un component important del CX i influeix en la lleialtat del client, les decisions de compra i la defensa de la marca<\/strong>.<\/p>\n<h3><strong>Com millorar l\u2019experi\u00e8ncia del client eliminant aquestes 6 barreres d\u2019un call center?<\/strong><\/h3>\n<h3><strong>1) Tecnologia obsoleta<\/strong><\/h3>\n<p>Un article publicat per CMS Wire va informar que el 88% de les empreses tenen barreres per millorar el CX, sent la tecnologia la m\u00e9s citada.<\/p>\n<p><strong>La tecnologia obsoleta impedeix l\u2019aven\u00e7 dels call center que volen millorar l\u2019experi\u00e8ncia del client<\/strong>. <strong>El nou m\u00f3n digital requereix que les empreses tinguin una plataforma de servei al client moderna i flexible que sigui capa\u00e7 de brindar els tipus d\u2019experi\u00e8ncies que els clients esperen<\/strong>.<\/p>\n<p>Els contact center han d\u2019eliminar aquesta barrera per a qu\u00e8 puguin:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>Comprendre millor als seus clients.<\/li>\n<li>Proporcionar experi\u00e8ncies digitals als canals preferits dels clients.<\/li>\n<li>Oferir suport eficient 24\/7 a trav\u00e9s de solucions d\u2019autoservei efectives.<\/li>\n<li>Aprofitar al m\u00e0xim les dades dels clients per brindar experi\u00e8ncies personalitzades.<\/li>\n<li>Oferir als agents les eines que necessiten per construir relacions s\u00f2lides amb els clients.<\/li>\n<\/ul>\n<p><strong>La tecnologia moderna no nom\u00e9s ajudar\u00e0 a millorar el CX, sin\u00f3 que tamb\u00e9 millorar\u00e0 l\u2019experi\u00e8ncia de l\u2019agent (AX<\/strong>).<\/p>\n<h3><strong>2) Desgast dels agents<\/strong><\/h3>\n<p>La tecnologia moderna pot millorar l\u2019experi\u00e8ncia de l\u2019agent i reduir el desgast al:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>Automatitzar tasques repetitives i quotidianes.<\/li>\n<li>Permetre que els agents <a href=\"https:\/\/masvoz.cat\/solucions-per-teletreball\/\"><strong>treballin de forma remota<\/strong><\/a>.<\/li>\n<li>Consolidar totes les aplicacions que usen els agents en una \u00fanica interf\u00edcie.<\/li>\n<li>Posar la informaci\u00f3 t\u00e8cnica i del client al seu abast.<\/li>\n<li>Fer que els resultats de rendiment siguin molt visibles.<\/li>\n<\/ul>\n<p><strong>Aquestes capacitats permeten als agents ser m\u00e9s efectius a l\u2019hora d\u2019ajudar als clients i millorar el seu rendiment al treball<\/strong>.<\/p>\n<h3><strong>3) Capacitaci\u00f3 enfocada en habilitats t\u00e8cniques<\/strong><\/h3>\n<p>Segons la investigaci\u00f3 de Salesforce, el 68% dels clients espera que les marques demostrin empatia, per\u00f2 nom\u00e9s el 37% d\u2019ells afirma que les marques compleixen aquesta expectativa.<\/p>\n<p><strong>Ser competent amb les habilitats toves permet als agents connectar-se millor amb els clients, demostrar que es preocupen, arribar al cor dels seus problemes i infondre confian\u00e7a en qu\u00e8 resoldran la seva consulta<\/strong>.<\/p>\n<p>Un estudi realitzat per Leadership IQ va revelar que el 89% dels fracassos a les noves contractacions s\u00f3n degudes a habilitats toves, com les habilitats interpersonals i l\u2019actitud.<\/p>\n<p>A m\u00e9s, el <a href=\"https:\/\/masvoz.cat\/telefonia-contact-centers\/\"><strong>software modern del contact center<\/strong><\/a> pot ajudar als agents a perfeccionar les seves habilitats toves. <strong>Les eines de guia d\u2019interacci\u00f3 en temps real escolten les interaccions de veu en temps real, determinen el sentiment del client i capaciten als agents en habilitats toves que han demostrat augmentar la satisfacci\u00f3 del client<\/strong>.<\/p>\n<h3><strong>4) Aplicacions i canals a\u00efllats<\/strong><\/h3>\n<p>No \u00e9s possible optimitzar el CX si totes <a href=\"https:\/\/masvoz.cat\/productes\/cloud-contact-center\/integracio\/\"><strong>les aplicacions i canals digitals estan integrats entre si<\/strong><\/a>. En aquest sentit, quan els canals de suport estan a\u00efllats, les empreses no poden proporcionar <strong>experi\u00e8ncies omnicanal sense interrupcions<\/strong>.<\/p>\n<p><strong>Els clients haurien de poder moure\u2019s entre canals de veu, digitals i d\u2019autoservei, independentment del prove\u00efdor que hagi creat cada aplicaci\u00f3<\/strong>. Per a experi\u00e8ncies perfectes llestes per emprar, els contact center han de considerar usar un sol prove\u00efdor per satisfer totes les necessitats del seu canal de suport.<\/p>\n<h3><strong>5) No aprofitament de les dades no estructurades dels clients<\/strong><\/h3>\n<p><strong>Les dades no estructurades inclouen informaci\u00f3 com comentaris de clients en xarxes socials, respostes a preguntes obertes d\u2019enquestes i el que diuen els usuaris en les seves interaccions<\/strong>. A difer\u00e8ncia de les dades estructurades, com les qualificacions num\u00e8riques a les enquestes, les dades no estructurades de gran valor han estat tradicionalment dif\u00edcils d\u2019analitzar.<\/p>\n<p>Las <strong>eines d\u2019an\u00e0lisi que funcionen amb Intel\u00b7lig\u00e8ncia Artificial (IA), aix\u00ed com l\u2019anal\u00edtica d\u2019interaccions poden examinar les interaccions de tots els canals i produir informaci\u00f3 com:<\/strong><\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Sentiment del client<\/strong>.<\/li>\n<li><strong>Impulsors de contacte<\/strong> (saber per qu\u00e8 els clients necessiten ajuda per identificar els punts d\u00e8bils).<\/li>\n<li><strong>Temes d\u2019actualitat<\/strong> (permeten als l\u00edders del call center abordar proactivament els problemes emergents abans que afectin negativament a massa clients).<\/li>\n<li><strong>Possibles problemes de compliment<\/strong> (dos components importants del CX s\u00f3n garantir que els clients tinguin tota la informaci\u00f3 que necessiten i protegir les seves dades).<\/li>\n<\/ul>\n<p><strong>Quan els contact center no aprofiten al m\u00e0xim les dades no estructurades que tenen a la seva disposici\u00f3, es converteix en una barrera per optimitzar l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n<h3><strong>6) No actuaci\u00f3 segons els comentaris dels clients<\/strong><\/h3>\n<p>Les empreses centrades en el client sol\u00b7liciten regularment els seus comentaris a trav\u00e9s de grups focals i enquestes de satisfacci\u00f3. Aix\u00f2 permet a les empreses identificar punts de fricci\u00f3 i mantenir-se al tant de les opinions dels clients.<\/p>\n<p>Tanmateix, recopilar comentaris \u00e9s nom\u00e9s una part de l\u2019equaci\u00f3. <strong>Les empreses han de prendre mesures contactant amb clients individuals i, a un nivell m\u00e9s macro, solucionant problemes generalitzats<\/strong>.<\/p>\n<p>Malauradament, segons Microsoft Dynamics 365, <strong>el 53% dels consumidors pensa que les empreses no actuen segons els comentaris dels clients<\/strong>. Aix\u00f2 pot explicar les taxes de finalitzaci\u00f3 d\u2019enquestes tradicionalment baixes, donat que les persones no volen perdre el temps proporcionant informaci\u00f3 que no s\u2019utilitzar\u00e0.<\/p>\n<p>En conclusi\u00f3, les organitzacions no han de simplement fer un seguiment dels clients descontents. Tamb\u00e9 han de ser agra\u00efdes amb els usuaris que brinden comentaris excepcionalment positius per enfortir encara m\u00e9s aquelles relacions i transformar als clients satisfets en defensors de la marca.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Els call center tenen la tasca de millorar l\u2019experi\u00e8ncia del client (CX), per\u00f2 de vegades s\u2019interposen factors interns. Aix\u00f2 requereix observar els processos, les pol\u00edtiques, la tecnologia, els buits d\u2019habilitats i d\u2019altres variables que poden ser barreres per proporcionar un CX satisfactori. Com millorar l\u2019experi\u00e8ncia del client (CX)? Tot i que els contact center no&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-millorar-lexperiencia-del-client-eliminant-aquestes-6-barreres-dun-call-center\/\" title=\"Read Com millorar l\u2019experi\u00e8ncia del client eliminant aquestes 6 barreres d\u2019un call center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":36601,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3196,3197,3203,3099,3096,3100,3204,3202,5159,3199,3205,3106,3200,3157,3198,3195,3201,5160,3940,3194,3206,3155],"class_list":["post-36600","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-automatitzacio","tag-autoservei","tag-ax-ca","tag-call-center-ca","tag-canals-digitals","tag-contact-center-ca","tag-crm-ca","tag-cx-ca","tag-cx-ca-2","tag-eines-danalisi","tag-experiencia-omnicanal-ca","tag-ia-ca","tag-interaccions-usuaris","tag-rendiment-agents","tag-satisfaccio-del-clienta","tag-sentiment-del-client","tag-servei-al-client","tag-servicio-al-cliente-ca","tag-soluciones-cloud-ca","tag-solucions-cloud","tag-tecnologia-moderna-ca","tag-treball-remot"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Com millorar l\u2019experi\u00e8ncia del client eliminant aquestes 6 barreres d\u2019un call center? 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