{"id":39475,"date":"2022-08-04T07:19:27","date_gmt":"2022-08-04T05:19:27","guid":{"rendered":"https:\/\/enreach.es\/?p=39475"},"modified":"2022-08-04T07:25:49","modified_gmt":"2022-08-04T07:25:49","slug":"4-expectatives-de-cx-que-el-software-dexperiencia-del-client-dun-call-center-ha-de-complir","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/4-expectatives-de-cx-que-el-software-dexperiencia-del-client-dun-call-center-ha-de-complir\/","title":{"rendered":"4 expectatives de CX que el software d\u2019experi\u00e8ncia del client d\u2019un call center ha de complir"},"content":{"rendered":"

La tecnologia ha transformat la forma en qu\u00e8 viatgem, fem fotografies, veiem pel\u00b7l\u00edcules, ens comuniquem i molt m\u00e9s. Tamb\u00e9 ha revolucionat la forma en qu\u00e8 els call center brinden servei al client. I, per a les empreses, el software modern d\u2019experi\u00e8ncia del client digital \u00e9s un requisit per complir amb les expectatives de l\u2018usuari.<\/p>\n

De la mateixa manera, el software antiquat d\u2019un contact center no \u00e9s l\u2019eina adequada per satisfer les demandes dels consumidors d\u2019avui. Els clients volen velocitat i comoditat, aspectes que no es poden proporcionar amb la tecnologia \u201cretro\u201d. Els temps moderns exigeixen tecnologia moderna<\/strong>. Per satisfer les demandes dels clients, els call center necessiten un software d\u2019experi\u00e8ncia del client digital<\/strong>.<\/p>\n

Qu\u00e8 \u00e9s el software d\u2019experi\u00e8ncia del client digital?<\/strong><\/h3>\n

Al contact center, el software d\u2019experi\u00e8ncia del client digital \u00e9s una col\u00b7lecci\u00f3 d\u2019aplicacions que milloren l\u2019efici\u00e8ncia operativa i el CX<\/strong>.<\/p>\n

Pel general, inclou <\/strong>eines fonamentals del call center<\/strong><\/a>, com Distribu\u00efdors Autom\u00e0tics de Trucades (ACD), sistemes de Resposta de Veu Interactiva (IVR) i solucions de Gesti\u00f3 de la For\u00e7a Laboral (WFM)<\/strong>. Per\u00f2 el software modern d\u2019experi\u00e8ncia del client porta aquestes eines a un altre nivell gracies a la Intel\u00b7lig\u00e8ncia Artificial (IA) per a qu\u00e8 els pron\u00f2stics i els cronogrames siguin m\u00e9s precisos, l\u2019enrutament sigui m\u00e9s intel\u00b7ligent i l\u2019autoservei de veu sigui m\u00e9s efectiu.<\/p>\n

M\u00e9s enll\u00e0 d\u2019aquestes aplicacions principals, el software d\u2019experi\u00e8ncia del client digital inclou una gran quantitat de solucions<\/strong> que ajuden a administrar i millorar la qualitat del CX, inclosos canals digitals i de veu integrats, agents virtuals, sistemes d\u2019automatitzaci\u00f3, an\u00e0lisi d\u2019interacci\u00f3, taulers d\u2019informes en temps real, etc<\/strong>.<\/p>\n

En conjunt, aquestes solucions permeten que els call center ofereixin experi\u00e8ncies de servei al client proactives, personalitzades i omnicanal<\/strong>. A m\u00e9s, ajuden a optimitzar les operacions i mantenen als agents informats, compromesos i satisfets<\/strong>, alhora que garanteixen que tinguin les habilitats adequades per sobresortir a la seva feina.<\/p>\n

Com el software d\u2019experi\u00e8ncia del client digital adequat pot capacitar als contact center per complir amb les principals expectatives dels clients<\/strong><\/h3>\n

Quan es tracta de CX, hi ha alguns aspectes comuns que els clients volen de les empreses. Una investigaci\u00f3 de PwC va trobar que gaireb\u00e9 el 80% dels consumidors apunten a la velocitat, l\u2019ajuda experta i el servei amigable com els elements m\u00e9s importants d\u2019una experi\u00e8ncia positiva pel client<\/strong>.<\/p>\n

4 expectatives de CX que el software d\u2019experi\u00e8ncia del client d\u2019un call center ha de complir<\/strong><\/h3>\n

1) Velocitat: els clients volen una gratificaci\u00f3 instant\u00e0nia<\/strong><\/h3>\n

Estem a l\u2019era de la gratificaci\u00f3 instant\u00e0nia i els call center han d\u2019estar al dia.<\/p>\n

2) Els clients volen que les seves experi\u00e8ncies de suport siguin convenients<\/strong><\/h3>\n

Els clientes no nom\u00e9s esperen un servei r\u00e0pid, sin\u00f3 que tamb\u00e9 volen interactuar amb les empreses en el seus propis termes. La conveni\u00e8ncia es tracta d\u2019oferir opcions i facilitar que els usuaris obtinguin les resolucions a les seves consultes<\/strong>.<\/p>\n

3) Els clients esperen ajuda experta<\/strong><\/h3>\n

Aix\u00f2 pot ser dif\u00edcil d\u2019aconseguir quan un gran percentatge dels agents s\u00f3n nous. Les altes taxes de rotaci\u00f3 s\u00f3n l\u2019enemic d\u2019aquesta expectativa del client.<\/p>\n

Una bona incorporaci\u00f3 i capacitaci\u00f3 continuada s\u00f3n essencials per a qu\u00e8 els agents estiguin i es mantinguin informats, per\u00f2 el software d\u2019experi\u00e8ncia del client digital adequat tamb\u00e9 inclou caracter\u00edstiques per ajudar-los a brindar respostes i resolucions intel\u00b7ligents<\/strong>.<\/p>\n

4) Els clients volen un servei amable<\/strong><\/h3>\n

Els call center han d\u2019incloure capacitaci\u00f3 en habilitats toves <\/strong>als seus plans de formaci\u00f3 per a qu\u00e8 els agents siguin competents en mostrar empatia i escoltar activament<\/strong>.<\/p>\n

El software d\u2019experi\u00e8ncia del client digital pot ajudar als agents a ser m\u00e9s amigables al guiar-los durant les interaccions i millorar l\u2019experi\u00e8ncia dels empleats.<\/p>\n","protected":false},"excerpt":{"rendered":"

La tecnologia ha transformat la forma en qu\u00e8 viatgem, fem fotografies, veiem pel\u00b7l\u00edcules, ens comuniquem i molt m\u00e9s. Tamb\u00e9 ha revolucionat la forma en qu\u00e8 els call center brinden servei al client. I, per a les empreses, el software modern d\u2019experi\u00e8ncia del client digital \u00e9s un requisit per complir amb les expectatives de l\u2018usuari. De… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":39480,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3559,3196,3099,3096,3286,3554,3163,3100,3202,3555,3238,3556,3352,3350,3106,3557,3290,3281,3201,3558,3513],"class_list":["post-39475","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-acd-ca","tag-automatitzacio","tag-call-center-ca","tag-canals-digitals","tag-capacitacio-dels-agents","tag-client-digital","tag-cloud-ca","tag-contact-center-ca","tag-cx-ca","tag-demandes-dels-clients","tag-eficiencia-operativa-ca","tag-enrutament-intelligent","tag-escolta-activa","tag-expectatives-del-client","tag-ia-ca","tag-informes-en-temps-real","tag-ivr","tag-satisfaccio-dels-agents","tag-servei-al-client","tag-tecnologia-ca","tag-wfm-ca"],"acf":[],"yoast_head":"\n4 expectatives de CX que el software d\u2019experi\u00e8ncia del client d\u2019un call center ha de complir - 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