{"id":40773,"date":"2022-12-01T08:14:48","date_gmt":"2022-12-01T07:14:48","guid":{"rendered":"https:\/\/enreach.es\/?p=40773"},"modified":"2023-11-13T14:01:07","modified_gmt":"2023-11-13T13:01:07","slug":"que-es-el-treball-hibrid-al-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/que-es-el-treball-hibrid-al-contact-center\/","title":{"rendered":"Qu\u00e8 \u00e9s el treball h\u00edbrid al contact center?"},"content":{"rendered":"<p>Pr\u00e0cticament estem a les portes de \u201cl\u2019any 2\u201d des de l\u2019inici de la pand\u00e8mia. I \u00e9s ara quan sembla que certes rutines i h\u00e0bits que adoptem (en molts casos, obligats per la conjuntura) han arribat per quedar-se. Almenys, en gran mesura. Un d\u2019ells \u00e9s el teletreball o treball remot. Una forma de treballar que va traslladar el nostre espai d\u2019oficina de l\u2019empresa a les cases dels empleats.<\/p>\n<p>Dos anys despr\u00e9s, el model cl\u00e0ssic d\u2019horari d\u2019oficina ha desaparegut en la gran majoria dels casos. <strong>La pand\u00e8mia, la transformaci\u00f3 digital i l\u2019exig\u00e8ncia dels treballadors per la conciliaci\u00f3 de la vida laboral i personal ha portat a un horari m\u00e9s flexible i a un modelo de treball h\u00edbrid al contact center<\/strong>.<\/p>\n<h3><strong>Qu\u00e8 \u00e9s el treball h\u00edbrid al contact center?<\/strong><\/h3>\n<p>La consultora nord-americada Gartner defineix el treball h\u00edbrid com aquell model de treball estrat\u00e8gic en qu\u00e8 els empleats i directius poden \u201cfluir a trav\u00e9s\u201d de les ubicacions (l\u2019oficina, la llar o qualsevol altre lloc), potenciant aix\u00ed la productivitat i el comprom\u00eds dels empleats i reduint l\u2019habitual s\u00edndrome de <em>burnout<\/em>.<\/p>\n<p><strong>Un treball h\u00edbrid que no afecta en res al servei del call center, sin\u00f3 tot el contrari: digitalitzaci\u00f3 en all\u00f2 que es coneix com la \u2018Era Phygital\u2019 (combinaci\u00f3 del m\u00f3n f\u00edsic o offline i l\u2019entorn digital o online) i, sobretot, un bon software per a contact centers, permeten als agents oferir una excel\u00b7lent atenci\u00f3 al client sense afectar a la CX<\/strong>.<\/p>\n<p>No hem de confondre treball h\u00edbrid amb horari flexible. \u201cL\u2019horari flexible\u201d est\u00e0 m\u00e9s relacionat amb permetre que els empleats adaptin el seus horari de feina a les seves necessitats personals.<\/p>\n<h3><strong>Quins s\u00f3n els beneficis?<\/strong><\/h3>\n<p>Implementar el treball h\u00edbrid en un contact center t\u00e9 molts beneficis tant pels clients com per a l\u2019empresa:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Experi\u00e8ncia del client:<\/strong> els agents motivats i feli\u00e7os fan millor la seva feina, repercutint positivament en l\u2019experi\u00e8ncia del client (CX) i en la compra dels productes o serveis oferts.<\/li>\n<li><strong>Major disponibilitat:<\/strong> quan els responsables de recursos humans permeten que un empleat treballi de forma h\u00edbrida, estan afavorint una major disponibilitat dels agents, de forma que \u00e9s molt m\u00e9s f\u00e0cil cobrir possibles absentismes, utilitzar-los de forma m\u00e9s especialitzada i satisfer les diferents necessitats que poden sorgir de forma inesperada.<\/li>\n<li><strong>Reduir les baixes per estr\u00e8s:<\/strong> s\u00edndrome de <em>burnout<\/em>.<\/li>\n<li><strong>Comprom\u00eds amb el medi ambient:<\/strong> en una \u00e8poca clarament marcada pel comprom\u00eds amb la sostenibilitat, un call center que contribueixi a reduir la contaminaci\u00f3 (quan es parla de despla\u00e7aments) sempre ser\u00e0 ben vist pels potencials clients.<\/li>\n<\/ul>\n<h3><strong>Reptes del treball h\u00edbrid al contact center<\/strong><\/h3>\n<p>Si b\u00e9 \u00e9s cert que el treball h\u00edbrid t\u00e9 molts beneficis a l\u2019hora de gestionar l\u2019atenci\u00f3 al client, tamb\u00e9 existeixen diferents reptes a l\u2019hora de treballar per a qu\u00e8 el nivell de servei no se vegi afectat. En aquest post hem analitzat algunes de les claus per gestionar agents de forma remota:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Relacions entre treballadors:<\/strong> el treball h\u00edbrid significa que el contacte entre treballadors no \u00e9s tan regular, directe i personal com solia ser.<\/li>\n<li><strong>Gesti\u00f3 d\u2019equips:<\/strong> molt en la l\u00ednia del punt anterior i tot un repte pels contact centers (sobretot en un moment en qu\u00e8 el call center \u00e9s multigeneracional, \u00e9s a dir, diferents generacions conviuen amb les seves inquietuds i personalitats).<\/li>\n<li><strong>Tecnologia:<\/strong> <strong>dotar als agents de les <\/strong><a href=\"https:\/\/enreach.es\/telefonia-empresas\/enreach-contact\/\"><strong>eines necess\u00e0ries<\/strong><\/a> per a qu\u00e8 puguin atendre amb garanties les trucades entrants, xarxes socials, xat en viu, correu electr\u00f2nic i d\u2019altres canals. Amb una bona organitzaci\u00f3 i un bon software de call center, es pot resoldre r\u00e0pidament.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Pr\u00e0cticament estem a les portes de \u201cl\u2019any 2\u201d des de l\u2019inici de la pand\u00e8mia. I \u00e9s ara quan sembla que certes rutines i h\u00e0bits que adoptem (en molts casos, obligats per la conjuntura) han arribat per quedar-se. Almenys, en gran mesura. Un d\u2019ells \u00e9s el teletreball o treball remot. Una forma de treballar que va&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/que-es-el-treball-hibrid-al-contact-center\/\" title=\"Read Qu\u00e8 \u00e9s el treball h\u00edbrid al contact center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":40774,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3372,3099,3286,3675,5139,3202,3750,4116,3162,4115,3161,4117,3323,3418,3425,3420,3151],"class_list":["post-40773","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-atencio-al-client","tag-call-center-ca","tag-capacitacio-dels-agents","tag-compromis-dels-empleats","tag-contact-center-ca-2","tag-cx-ca","tag-enreach-contact-ca","tag-era-phygital-ca","tag-flexibilitat","tag-motivacio-dels-agents","tag-productivitat","tag-sindrome-de-burnout-ca","tag-tecnologia-cloud-ca","tag-teletrabajo","tag-teletreball","tag-transformacio-digital","tag-treball-hibrid"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Qu\u00e8 \u00e9s el treball h\u00edbrid al contact center? 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