{"id":39556,"date":"2022-08-15T06:03:38","date_gmt":"2022-08-15T04:03:38","guid":{"rendered":"https:\/\/enreach.es\/?p=39556"},"modified":"2022-08-15T06:03:57","modified_gmt":"2022-08-15T06:03:57","slug":"com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/","title":{"rendered":"Com s\u2019est\u00e0 redefinint el rendiment dels agents en l\u2019era posterior a la transformaci\u00f3 digital?"},"content":{"rendered":"<p>La transformaci\u00f3 digital al call center significa la fi dels marcs simplistes en torn a la definici\u00f3 del rendiment dels agents. En aquest sentit, segons una enquesta interna de Gartner, m\u00e9s del 40% dels agents d\u2019atenci\u00f3 al client, gestionen m\u00faltiples interaccions alhora.<\/p>\n<p>En aquest sentit, l\u2019experi\u00e8ncia de l\u2019agent (AX) pot resultar complexa, ja que <strong>els empleats del contact center treballen en un entorn d\u2019alta pressi\u00f3 amb clients amb altes expectatives, tot aix\u00f2 mentre posen en pr\u00e0ctica <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/agente\/\"><strong>m\u00faltiples habilitats en diversos canals digitals simult\u00e0niament<\/strong><\/a>. Donada aquesta complexitat, la definici\u00f3 del rendiment dels agents, i les m\u00e8triques que el marquen, tamb\u00e9 estan evolucionant.<\/p>\n<h3><strong>El nou paradigma dels contact center ha creat preguntes i escenaris sense precedents. A continuaci\u00f3 enumerem alguns d\u2019ells:<\/strong><\/h3>\n<ul style=\"list-style-type: disc;\">\n<li>Hauria un agent que ara gestiona interaccions digitals simult\u00e0nies continuar estant subjecte als mateixos est\u00e0ndards que un que treballa \u00fanicament amb veu?<\/li>\n<li>Com s\u2019estableixen les difer\u00e8ncies en complexitat entre una interacci\u00f3 i una altra?<\/li>\n<li>Donat que es sap que un cop que un client ha esgotat tots els intents als canals digitals, la seva interacci\u00f3 amb un agent de veu ser\u00e0 molt m\u00e9s tensa, continua sent raonable mantenir a aquest agent en els est\u00e0ndards de rendiment anteriors?<\/li>\n<li>Com es gestiona la l\u00ednia que divideix les responsabilitats entre back office i front office, que est\u00e0 tenint lloc com a resultat dels nous viatges digitals dels clients?<\/li>\n<li>En quina etapa es determina que una consulta est\u00e0 \u201ctancada\u201d i una interacci\u00f3 \u201cfinalitzada\u201d?<\/li>\n<\/ul>\n<h3><strong>Com estan evolucionant les m\u00e8triques de rendiment dels agents?<\/strong><\/h3>\n<p>D\u2019una banda, <strong>les m\u00e8triques de rendiment tradicionals com la resoluci\u00f3 en la primera trucada<\/strong> (FCR, en les seves sigles en angl\u00e8s) <strong>i la velocitat mitjana de resposta (ASA, en les seves sigles en angl\u00e8s) continuen sent importants<\/strong>. No obstant, en aquestes situacions molt m\u00e9s matisades, la velocitat i la productivitat contundents ja no tenen el mateix significat que abans.<\/p>\n<p>D\u2019altra banda, el temps mig d\u2019atenci\u00f3 (AHT, en les seves sigles en angl\u00e8s), que algun cop va ser l\u2019est\u00e0ndard d\u2019or de la gesti\u00f3 del rendiment, perd pes ara que el valor del temps ha canviat per complet pel client que pot estar interactuant amb un agent en l\u00ednia a la pestanya dotze mentre est\u00e0 ocupat realitzant altres tasques.<strong> Fins i tot les organitzacions que depenen d\u2019eines de Business Intelligence (BI) desenvolupades internament i altament personalitzades basades en KPI haurien de preguntar-se si existeix un millor enfocament per mesurar el rendiment dels agents<\/strong>.<\/p>\n<p>De fet, n\u2019hi ha. La f\u00f3rmula de rendiment \u00fanica per a tots ha de redefinir-se per capturar el rendiment de l\u2019agent com quelcom viu i din\u00e0mic. <strong>Aix\u00f2 ha d\u2019incloure una visi\u00f3 dels KPI que s\u00f3n rellevants pels canals digitals que tamb\u00e9 es poden personalitzar a mida que s\u2019adapten i canvien<\/strong>. Aquest enfocament m\u00e9s hol\u00edstic de la gesti\u00f3 del rendiment, no nom\u00e9s pot abordar el mesurament dels KPI, sin\u00f3 tamb\u00e9 <strong>oferir un enfocament personalitzat per a la capacitaci\u00f3 i les necessitats dels agents<\/strong>. Amb aquestes estrat\u00e8gies i eines, <strong>els call center poden superar m\u00e9s f\u00e0cilment els reptes de la transformaci\u00f3 digital i la seva realitat mixta i asincr\u00f2nica<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La transformaci\u00f3 digital al call center significa la fi dels marcs simplistes en torn a la definici\u00f3 del rendiment dels agents. En aquest sentit, segons una enquesta interna de Gartner, m\u00e9s del 40% dels agents d\u2019atenci\u00f3 al client, gestionen m\u00faltiples interaccions alhora. En aquest sentit, l\u2019experi\u00e8ncia de l\u2019agent (AX) pot resultar complexa, ja que els&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\" title=\"Read Com s\u2019est\u00e0 redefinint el rendiment dels agents en l\u2019era posterior a la transformaci\u00f3 digital?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":39557,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3619,3618,3203,3510,3099,3096,3286,3163,3100,3573,3270,3615,3322,3617,3161,3287,3616,3201,3420],"class_list":["post-39556","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-aht-ca","tag-asa-ca","tag-ax-ca","tag-bi-ca","tag-call-center-ca","tag-canals-digitals","tag-capacitacio-dels-agents","tag-cloud-ca","tag-contact-center-ca","tag-expectatives-dels-clients","tag-fcr-ca","tag-interaccio-dels-usuaris","tag-kpi-ca","tag-necessitats-dels-agents","tag-productivitat","tag-rendiment-dels-agents","tag-reptes","tag-servei-al-client","tag-transformacio-digital"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Com s\u2019est\u00e0 redefinint el rendiment dels agents en l\u2019era posterior a la transformaci\u00f3 digital? - Enreach ES<\/title>\n<meta name=\"description\" content=\"Donada la situaci\u00f3 canviant dels call center, la definici\u00f3 del rendiment dels agents i les m\u00e8triques que el marquen, estan evolucionant.\" \/>\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\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com s\u2019est\u00e0 redefinint el rendiment dels agents en l\u2019era posterior a la transformaci\u00f3 digital? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Donada la situaci\u00f3 canviant dels call center, la definici\u00f3 del rendiment dels agents i les m\u00e8triques que el marquen, estan evolucionant.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2022-08-15T04:03:38+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-08-15T06:03:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/08\/imagen-post05-160822-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"970\" \/>\n\t<meta property=\"og:image:height\" content=\"647\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Product User\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrit per\" \/>\n\t<meta name=\"twitter:data1\" content=\"Product User\" \/>\n\t<meta name=\"twitter:label2\" content=\"Temps estimat de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\"},\"author\":{\"name\":\"Product User\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"headline\":\"Com s\u2019est\u00e0 redefinint el rendiment dels agents en l\u2019era posterior a la transformaci\u00f3 digital?\",\"datePublished\":\"2022-08-15T04:03:38+00:00\",\"dateModified\":\"2022-08-15T06:03:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\"},\"wordCount\":567,\"image\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/08\/imagen-post05-160822-1.jpg\",\"keywords\":[\"AHT\",\"ASA\",\"AX\",\"BI\",\"call center\",\"canals digitals\",\"capacitaci\u00f3 dels agents\",\"cloud\",\"contact center\",\"expectatives dels clients\",\"FCR\",\"interacci\u00f3 dels usuaris\",\"KPI\",\"necessitats dels agents\",\"productivitat\",\"rendiment dels agents\",\"reptes\",\"servei al client\",\"transformaci\u00f3 digital\"],\"articleSection\":[\"Atenci\u00f3 al client\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\",\"url\":\"https:\/\/enreach.es\/ca\/blog\/com-sesta-redefinint-el-rendiment-dels-agents-en-lera-posterior-a-la-transformacio-digital\/\",\"name\":\"Com s\u2019est\u00e0 redefinint el rendiment dels agents en l\u2019era posterior a la transformaci\u00f3 digital? 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