{"id":40851,"date":"2022-12-05T07:27:26","date_gmt":"2022-12-05T06:27:26","guid":{"rendered":"https:\/\/enreach.es\/?p=40851"},"modified":"2022-12-07T10:52:49","modified_gmt":"2022-12-07T09:52:49","slug":"les-5-principals-tendencies-dels-call-center-pel-2023","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/les-5-principals-tendencies-dels-call-center-pel-2023\/","title":{"rendered":"Les 5 principals tend\u00e8ncies dels call center pel 2023"},"content":{"rendered":"

L\u2019evoluci\u00f3 de la tecnologia ha estat significativa en els \u00faltims anys, i aix\u00f2 tamb\u00e9 es pot observar a la ind\u00fastria dels contact center. L\u2019experi\u00e8ncia del client (CX) i l\u2019experi\u00e8ncia de l\u2019empleat (EX) s\u00f3n claus per a l\u2019\u00e8xit, i els l\u00edders ara s\u2019estan enfocant en la millor manera d\u2019usar la Intel\u00b7lig\u00e8ncia Artificial (IA) per millorar la seva competitivitat.<\/p>\n

En els \u00faltims anys, hem assistit a l\u2019auge de les solucions omnicanal<\/strong> i els assistents virtuals<\/strong>. L\u2019adopci\u00f3 de noves tecnologies al n\u00favol per part dels centres d\u2019atenci\u00f3 al client est\u00e0 augmentant<\/strong>, a l\u2019igual que les expectatives dels clients en resoldre els seus problemes en la menor quantitat d\u2019interaccions possible.<\/p>\n

Les 5 principals tend\u00e8ncies dels call center pel 2023<\/strong><\/h3>\n

1) El contact center omnicanal<\/strong><\/h3>\n

La pand\u00e8mia va portar una evoluci\u00f3 natural de la transformaci\u00f3 digital. A partir d\u2019aqu\u00ed, els usuaris van comen\u00e7ar a rec\u00f3rrer m\u00e9s que mai als canals digitals per connectar-se amb les empreses i demanar suport<\/strong>. Les persones ara esperen connectar-se amb les organitzacions com prefereixin i quan ho desitgin.<\/p>\n

Els clients ara no accepten estar confinats a un punt de contacte o canal de comunicaci\u00f3. Exigeixen la possibilitat d\u2019interactuar amb una empresa de la forma que prefereixin: xarxes socials, <\/strong>xats en viu<\/strong><\/a>, <\/strong>SMS<\/strong><\/a>, <\/strong>correu electr\u00f2nic<\/strong><\/a>, <\/strong>tel\u00e8fon<\/strong><\/a> o via <\/strong>WhatsApp<\/strong><\/a>.<\/p>\n

Una soluci\u00f3 de contact center omnicanal<\/strong><\/a> permet als agents accedir a la informaci\u00f3 de cada interacci\u00f3 en una sola plataforma, recopilant dades importants i ajudant-los a brindar un servei al client optimitzat i personalitzat, aix\u00ed com una experi\u00e8ncia consistent en tots els dispositius i canals de comunicaci\u00f3.<\/p>\n

Una soluci\u00f3 omnicanal \u00e9s fonamental per millorar la CX i ha de considerar-se com una estrat\u00e8gia de participaci\u00f3 del client si una empresa desitja brindar un servei millorat i competitiu<\/strong>.<\/p>\n

2) El call center al n\u00favol<\/strong><\/h3>\n

Segons Gartner, m\u00e9s del 95% de les empreses utilitzaran el Cloud Computing el 2025<\/strong>. Aix\u00f2 s\u2019explica pels nombrosos beneficis que una soluci\u00f3 de call center al n\u00favol pot oferir a les organitzacions que busquen optimitzar les experi\u00e8ncies dels agents (AX) i els clients.<\/p>\n

La soluci\u00f3 basada en el n\u00favol permet a les empreses contractar agents de diferents zones hor\u00e0ries, amb seu a diferents pa\u00efsos del m\u00f3n<\/strong>. Aix\u00f2 no nom\u00e9s permet que una empresa ofereixi atenci\u00f3 al client les 24\/7<\/strong>, sin\u00f3 que tamb\u00e9 redueix la quantitat d\u2019agents interns, estalviant costos. A m\u00e9s, es pot contractar al millor talent sense importar la seva ubicaci\u00f3.<\/p>\n

3) IVR optimitzat<\/strong><\/h3>\n

La Resposta de Veu Interactiva (IVR, en les seves sigles en angl\u00e8s) encara es considera el canal central per a tots els contact center<\/strong>. \u00c9s una de les primeres tend\u00e8ncies d\u2019automatitzaci\u00f3 dels call center i, sens dubte, va arribar per a quedar-se.<\/p>\n

L\u2019aparici\u00f3 de la Intel\u00b7lig\u00e8ncia Artificial (IA) ha tingut un impacte positiu en l\u2019IVR. La combinaci\u00f3 d\u2019ambdues tecnologies ha optimitzat processos i ha donat lloc a sistemes IVR avan\u00e7ats com IVR conversacional en call center m\u00e9s moderns. La IA va introduir el reconeixement de veu en IVR, el que va resultar en un f\u00e0cil <\/strong>enrutament de trucades<\/strong><\/a> als agents que estan millor capacitats, o amb habilitats espec\u00edfiques, per respondre a les necessitats de cada client<\/strong>.<\/p>\n

Encara que el servei al client ara \u00e9s possible a trav\u00e9s de m\u00faltiples plataformes, el tel\u00e8fon continua sent una de les formes preferides per gestionar consultes<\/strong> confidencials o d\u2019alta prioritat.<\/p>\n

4) Intel\u00b7lig\u00e8ncia artificial (IA) per a una CX millorada<\/strong><\/h3>\n

El poder de la tecnologia ha impactat en gaireb\u00e9 tot l\u2019espai del call center. La innovaci\u00f3 s\u2019ha accelerat i han sorgit de forma molt r\u00e0pida noves solucions pels contact center. La IA \u00e9s una de les \u00faltimes tecnologies que s\u2019ha aplicat a la ind\u00fastria dels call center i ha comportat m\u00faltiples beneficis<\/strong>.<\/p>\n

Les <\/strong>aplicacions basades en Intel\u00b7lig\u00e8ncia Artificial<\/strong><\/a> permeten a les empreses implementar un enrutament de trucades intu\u00eftiu i oferir suport multicanal<\/strong>. Ha creat algoritmes d\u2018enrutament, estalviant als gerents dels call center llargues hores de codificaci\u00f3. La IA tamb\u00e9 ajuda a generar respostes autom\u00e0tiques basades en informaci\u00f3 que s\u2019assimila amb els temps, creant patrons que poden abordar-se f\u00e0cilment.<\/p>\n

Aix\u00ed, la IA permet que una empresa ofereixi un servei consistent a cada client, el que contribueix a millorar la imatge de marca i una millor experi\u00e8ncia d\u2019usuari<\/strong>.<\/p>\n

5) Eines avan\u00e7ades d\u2019autoservei<\/strong><\/h3>\n

Tots sabem que la pand\u00e8mia de COVID-19 va resultar en una necessitat molt major d\u2019assist\u00e8ncia virtual. Aix\u00f2 va comportar la demanda dels clientes per resoldre els seus problemes de forma independent i trobar les respostes que buscaven<\/strong>. Per aix\u00f2, les eines d\u2019autoservei s\u2019han convertit en un dels m\u00e8todes d\u2019atenci\u00f3 al client preferits pels consumidors.<\/p>\n

A m\u00e9s d\u2019oferir respostes a les preguntes m\u00e9s comunes, les eines d\u2019autoservei tamb\u00e9 s\u00f3n beneficioses pels agents, ja que els consumidors veuen les interaccions amb un agent com a \u00faltim recurs. Aix\u00f2 ofereix la possibilitat reduir les cues de trucades i el temps d\u2019espera, alhora que allibera als agents per a qu\u00e8 s\u2019ocupin de problemes m\u00e9s complexos<\/strong>.<\/p>\n

Les eines d\u2019autoservei pels clients seguiran augmentant, i les empreses han de centrar-se en la disponibilitat d\u2019eines d\u2019autoservei online millorades, vinculant el contingut de les preguntes freq\u00fcents (FAQs), articles, tutorials en v\u00eddeo i p\u00e0gines de soluci\u00f3 de problemes a les consultes m\u00e9s comunes dels clients<\/strong>.<\/p>\n

Ara, els clients confien m\u00e9s que mai en qu\u00e8 els call center satisfacin les seves demandes<\/strong>. Per aix\u00f2, l\u2019adopci\u00f3 i implementaci\u00f3 de noves tecnologies i les tend\u00e8ncies mencionades anteriorment han de veure\u2019s com iniciatives estrat\u00e8giques que milloren la CX, les <\/strong>m\u00e8triques del contact center<\/strong><\/a> i impulsen el creixement del negoci<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

L\u2019evoluci\u00f3 de la tecnologia ha estat significativa en els \u00faltims anys, i aix\u00f2 tamb\u00e9 es pot observar a la ind\u00fastria dels contact center. L\u2019experi\u00e8ncia del client (CX) i l\u2019experi\u00e8ncia de l\u2019empleat (EX) s\u00f3n claus per a l\u2019\u00e8xit, i els l\u00edders ara s\u2019estan enfocant en la millor manera d\u2019usar la Intel\u00b7lig\u00e8ncia Artificial (IA) per millorar la… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":40852,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[4130,3372,3196,3203,3780,3099,4131,3901,3202,4128,3165,3573,3106,3290,3880,3283,4129,4127,3420],"class_list":["post-40851","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-assistents-virtuals","tag-atencio-al-client","tag-automatitzacio","tag-ax-ca","tag-bots-ca","tag-call-center-ca","tag-competitivitat","tag-contact-center-omnicanal-ca","tag-cx-ca","tag-eines-dautoservei","tag-ex-ca","tag-expectatives-dels-clients","tag-ia-ca","tag-ivr","tag-kpis-ca","tag-smart-routing","tag-solucions-al-nuvol","tag-tendencies-2023","tag-transformacio-digital"],"acf":[],"yoast_head":"\nLes 5 principals tend\u00e8ncies dels call center pel 2023 - 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