{"id":39188,"date":"2022-07-13T07:40:44","date_gmt":"2022-07-13T05:40:44","guid":{"rendered":"https:\/\/enreach.es\/?p=39188"},"modified":"2023-12-13T17:12:12","modified_gmt":"2023-12-13T16:12:12","slug":"3-tecnologies-clau-que-ajuden-als-agents-de-call-center-a-impulsar-lexperiencia-dels-clients","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/3-tecnologies-clau-que-ajuden-als-agents-de-call-center-a-impulsar-lexperiencia-dels-clients\/","title":{"rendered":"3 tecnologies clau que ajuden als agents de call center a impulsar l\u2019experi\u00e8ncia dels clients"},"content":{"rendered":"

Abans de l\u2019arribada de la nova normalitat, aconseguir una experi\u00e8ncia del client satisfact\u00f2ria era una de les prioritats de les companyies, una premissa que amb la tornada a l\u2019activitat normal s\u2019ha refor\u00e7at fins al punt que el 70% d\u2019elles tenen decidit invertir en aix\u00f2 aquest any, segons l\u2019informe de Forrester<\/a>.<\/p>\n

Per aquesta ra\u00f3, els <\/strong>serveis d\u2019atenci\u00f3 al client<\/strong><\/a> s\u2019han convertit en un element diferenciador<\/strong>, ja sigui per augmentar el negoci, retenir als clients o incrementar les vendes. Les principals companyies es sumen a aquesta tend\u00e8ncia perqu\u00e8 ja \u00e9s una realitat que els consumidors li donen m\u00e9s import\u00e0ncia al servei que reben<\/strong> que al preu del producte o servei, d\u2019acord amb l\u2019estudi realitzat per Forbes con Shep Hyken<\/strong><\/a>.<\/p>\n

En aquest escenari on la figura dels<\/strong> agents de contact center<\/strong> s\u2019ha transformat en un pont entre l\u2019empresa per a la qual operen i les noves oportunitats<\/strong>, \u00e9s imprescindible que comprenguin la import\u00e0ncia de la seva figura en la relaci\u00f3 amb el client i s\u00e0piguen oferir la qualitat que aquests esperen, mostrant-se m\u00e9s comunicatius, proactius i s\u2019ajudin dels mecanismes t\u00e8cnics a la seva disposici\u00f3 per augurar una bona fidelitzaci\u00f3 dels clients.<\/p>\n

Per aconseguir aquesta fidelitzaci\u00f3, Enreach<\/strong><\/a>, prove\u00efdor europeu l\u00edder en solucions convergents de comunicacions per a empreses, ha identificat tres procediments de tecnologia avan\u00e7ada<\/strong> que tot agent ha de comptar per crear amb el client una atmosfera id\u00f2nia i assolir un resultat excel\u00b7lent en el seu tractament amb ells:<\/p>\n

1) Comptar amb un escriptori d\u2019agent unificat<\/strong><\/h3>\n

Apostar per una eina que faciliti l\u2019omnicanalitat<\/strong><\/a> pot ser clau a l\u2019hora d\u2019impactar en el client, ja que si els agents disposen d\u2019una interf\u00edcie \u00fanica<\/strong> amb totes les aplicacions \u00f2ptimes del dia a dia, els hi ser\u00e0 m\u00e9s f\u00e0cil comptar amb tota la informaci\u00f3 dels clients i tractar les gestions amb una major agilitat i encert. D\u2019aquesta manera, l\u2019agent disposar\u00e0 d\u2019un major temps per centrar-se en el client, comptar\u00e0 amb les seves dades amb anterioritat i aportar\u00e0 un grau de personalitzacidifereenciritat i aportarjor agilitat i encert. ndes. les \u00f3 diferenciador<\/strong> en el servei adaptant-se a les necessitats reals del client.<\/p>\n

2) Apostar per una Guia d\u2019Interacci\u00f3<\/strong><\/h3>\n

La simbiosi entre l\u2019\u00fas de la tecnologia i l\u2019empatia humana alcen el potencial de les empreses, i aix\u00f2 ho tenen tan present que ja el 2021 una de cada tres va introduir eines d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA). \u00c9s per aix\u00f2 que tot agent que vulgui potenciar la seva relaci\u00f3 amb els seus clients ha de comptar amb la Guia d\u2019Interacci\u00f3, una eina basada en IA que gr\u00e0cies a la seva capacitat d\u2019an\u00e0lisi del sentiment de les converses, permet que els agents coneguin d\u2019una manera m\u00e9s profunda les expectatives i necessitats per respondre m\u00e9s r\u00e0pidament i fidelitzar al client<\/strong>.<\/p>\n

3) Disposar de processos rob\u00f2tics (RPA)<\/strong><\/h3>\n

Per centrar-se realment en oferir una gran experi\u00e8ncia de client (CX), \u00e9s necessari que els agents dediquin part del seu temps a construir relacions. Per\u00f2 tot i aix\u00ed, tamb\u00e9 recauen sota la seva responsabilitat les diferents tasques quotidianes pr\u00f2pies d\u2019un contact center. Per aix\u00f2, l\u2019ajuda de processos rob\u00f2tics (RPA) \u00e9s un element diferenciador que permetr\u00e0 a l\u2019agent focalitzar-se en el client i deixar enrere aquelles tasques m\u00e9s repetitives<\/strong>. Les empreses s\u2019han adonat que aquest avantatge competitiu i el 90% dels alts directius entrevistats per<\/strong> IBM<\/strong><\/a> afirmen que han comen\u00e7at a integrar l\u2019automatitzaci\u00f3<\/strong> intel\u00b7ligent<\/strong>, sent la soluci\u00f3 m\u00e9s popular l\u2019automatitzaci\u00f3 de processos (RPA).<\/p>\n

\u201cEn un entorn tan competitiu com el que vivim, les empreses han d\u2019alinear tots els aspectes del negoci amb l\u2019experi\u00e8ncia del client. Per aix\u00f2, els contact center han d\u2019involucrar als agents fent-los entendre la import\u00e0ncia del client, el seu rol de primer enlla\u00e7 amb l\u2019usuari i proporcionar-los la tecnologia necess\u00e0ria per a l\u2019\u00e8xit\u201d, afirma Jorge Garc\u00eda, Director de Producte d\u2019Enreach.<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Abans de l\u2019arribada de la nova normalitat, aconseguir una experi\u00e8ncia del client satisfact\u00f2ria era una de les prioritats de les companyies, una premissa que amb la tornada a l\u2019activitat normal s\u2019ha refor\u00e7at fins al punt que el 70% d\u2019elles tenen decidit invertir en aix\u00f2 aquest any, segons l\u2019informe de Forrester. Per aquesta ra\u00f3, els serveis… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":39190,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145,2146],"tags":[3372,5138,3196,3152,3099,3269,5144,5139,5159,5163,3373,3350,3377,5141,5146,3375,3374,3376,3378,3094,3371],"class_list":["post-39188","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","category-noticies","tag-atencio-al-client","tag-atencion-al-cliente-ca","tag-automatitzacio","tag-avantatge-competitiu","tag-call-center-ca","tag-cloudcomms-ca","tag-contact-center-en-2","tag-contact-center-ca-2","tag-cx-ca-2","tag-cx-en-2","tag-escriptori-dagent-unificat","tag-expectatives-del-client","tag-fidelitzacio-del-client","tag-ia-ca-2","tag-ia-en-2","tag-necessitats-del-client","tag-omnicanalitat","tag-personalitzacio","tag-rpa-ca","tag-solucions-convergents-de-comunicacions","tag-tecnologies-clau"],"acf":[],"yoast_head":"\n3 tecnologies clau que ajuden als agents de call center a impulsar l\u2019experi\u00e8ncia dels clients - 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