{"id":42152,"date":"2023-03-21T09:02:06","date_gmt":"2023-03-21T08:02:06","guid":{"rendered":"https:\/\/enreach.es\/?p=42152"},"modified":"2023-12-13T15:35:31","modified_gmt":"2023-12-13T14:35:31","slug":"com-i-per-que-esta-canviant-la-naturalesa-del-treball","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-i-per-que-esta-canviant-la-naturalesa-del-treball\/","title":{"rendered":"Com (i per qu\u00e8) est\u00e0 canviant la naturalesa del treball"},"content":{"rendered":"<p>La incorporaci\u00f3 de noves generacions al lloc de treball, els efectes duradors de la pand\u00e8mia en el comportament dels consumidors i empleats, i la necessitat de resili\u00e8ncia enmig de la incertesa econ\u00f2mica s\u2019han combinat per crear una tempesta perfecta de reptes pels call center.<\/p>\n<p>Per primer cop a la hist\u00f2ria, quatre generacions treballen colze amb colze al lloc de treball: <strong>Baby Boomers, Gen X, Millennials i Gen Z<\/strong>. Entre d\u2019altres difer\u00e8ncies, cada generaci\u00f3 t\u00e9 diverses prefer\u00e8ncies a l\u2019hora de comunicar-se:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>Les<strong> generacions anteriors <\/strong>generalment <strong>s\u2019han basat en la <\/strong><strong>veu<\/strong><strong> i les comunicacions sincr\u00f2niques, el que equival a interaccions que tenen lloc en temps real<\/strong> (i tamb\u00e9 requereixen una resposta immediata).<\/li>\n<li>Les <strong>generacions m\u00e9s joves<\/strong>, d\u2019altra banda, <strong>s\u00f3n cada cop m\u00e9s propenses a utilitzar modes de comunicaci\u00f3 asincr\u00f2nics sense veu, com aplicacions m\u00f2bils<\/strong> (per exemple, xarxes socials, missatgeria, monitoreig social, etc.). <strong>Aquestes interaccions es caracteritzen per comunicacions d\u2019anada i tornada que permeten un temps entre les respostes<\/strong>.<\/li>\n<\/ul>\n<h2><strong>L\u2019\u00fas de les noves vies de comunicaci\u00f3 s\u2019ha tornat intergeneracional<\/strong><\/h2>\n<p>Tanmateix, la pand\u00e8mia va servir com a catalitzador per a la transformaci\u00f3 digital, augmentant l\u2019adopci\u00f3 de canals digitals i el coneixement tecnol\u00f2gic de la for\u00e7a laboral en general. <strong>Com a resultat, l\u2019\u00fas de nous modes de comunicaci\u00f3 s\u2019ha tornat intergeneracional<\/strong>. Independentment de l\u2019edat, <strong>els empleats ara estan familiaritzats amb l\u2019\u00fas d\u2019eines col\u00b7laboratives com a part de les seves interaccions di\u00e0ries a la feina<\/strong>.<\/p>\n<p>I, <strong>a mida que les persones de totes les edats es van acostumar m\u00e9s a usar nous m\u00e8todes de comunicaci\u00f3 al treball, aquesta familiaritat tamb\u00e9 es va estendre a la seva vida personal<\/strong>. Aix\u00f2 vol dir que tant la Generaci\u00f3 Z com els Boomers confien en interaccions asincr\u00f2niques sense veu quan es comuniquen amb les empreses a les quals els hi compren. <strong>Els Baby Boomers s\u00f3n ara el grup demogr\u00e0fic de m\u00e9s r\u00e0pid creixement a les xarxes socials, i l\u2019utilitzen cada cop m\u00e9s pel <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/\"><strong>servei al client<\/strong><\/a>.<\/p>\n<h3><strong>Per qu\u00e8 est\u00e0 canviant la naturalesa del treball<\/strong><\/h3>\n<p>La pand\u00e8mia tamb\u00e9 va fer que moltes persones revaluessin els seus h\u00e0bits i prefer\u00e8ncies, fins i tot amb qui i a quin ritme feien negocis. <strong>Aquesta reavaluaci\u00f3 de les prioritats, juntament amb els nous canals digitals, significa que \u00e9s el client, no l\u2019empresa, qui t\u00e9 poder sobre quan i on (a quin canal) tenen lloc les interaccions<\/strong>.<\/p>\n<p>Alhora, <strong>la pand\u00e8mia va obligar tant a les organitzacions com als empleats a descobrir com <\/strong><a href=\"https:\/\/enreach.es\/telefonia-empresas\/centralita-virtual\"><strong>treballar en un entorn totalment remot<\/strong><\/a><strong>, i aix\u00f2 va canviar tot el que pens\u00e0vem sobre la gesti\u00f3 de la for\u00e7a laboral, la gesti\u00f3 de contactes i la connexi\u00f3 amb els altres<\/strong>. En lloc d\u2019haver de completar una part del treball (per exemple, respondre la trucada d\u2019un client) mentre l\u2019agent estava a l\u2019oficina, aquest es va convertir en participant d\u2019un flux de treball amb moltes activitats en curs (com respondre per correu electr\u00f2nic a un client la interacci\u00f3 del qual havia comen\u00e7at amb un altre agent a trav\u00e9s del xat el dia anterior).<\/p>\n<h3><strong>Com est\u00e0 canviant la naturalesa del treball<\/strong><\/h3>\n<p>Les empreses van comen\u00e7ar llavors a <strong>repensar com dissenyar espais de treball m\u00e9s din\u00e0mics i adaptables a les necessitats dels empleats<\/strong>, molt semblant a l\u2019entorn de la llar. <strong>Aquest t\u00e9 a veure amb la creaci\u00f3 d\u2019un ambient en qu\u00e8 els empleats, independentment del nivell, la funci\u00f3 o l\u2019assignaci\u00f3 de treball, tinguin f\u00e0cil acc\u00e9s a les persones i els recursos necessaris per resoldre els problemes del client<\/strong>.<\/p>\n<p>Aquests canvis estan tenint lloc en un moment en qu\u00e8 les organitzacions fan front a una creixent necessitat de resili\u00e8ncia. <strong>Amb el potencial d\u2019una recessi\u00f3 que vindr\u00e0, agregant un element d\u2019incertesa al lloc de treball, les empreses estan reconeixent la necessitat d\u2019oferir als empleats la capacitat i la flexibilitat per mantenir-se compromesos en un panorama comercial fluid<\/strong>. Fer que les hores i els rols siguin m\u00e9s flexibles \u00e9s una forma clau d\u2019habilitar la resili\u00e8ncia operativa.<\/p>\n<p>La <strong>flexibilitat de programaci\u00f3 permet que les empreses amb treballadors per torns ampli\u00efn i contractin els nivells de personal tenint en compte la demanda<\/strong>. I donat que els empleats exigeixen cada cop m\u00e9s control sobre com i quan treballen, <strong>la flexibilitat d\u2019horaris s\u2019ha convertit en una forma important de mantenir contents als empleats<\/strong>, una consideraci\u00f3 cr\u00edtica donat que els empleats s\u00f3n un dels aspectes crucials que mantenen un negoci durant els temps dif\u00edcils.<\/p>\n<p><strong>Aix\u00f2 ha donat com a resultat un espai de treball molt m\u00e9s flexible, que va de la m\u00e0 amb una planificaci\u00f3, programaci\u00f3 i previsi\u00f3 molt m\u00e9s acomodat\u00edcia<\/strong>. Les empreses estan repensant cada cop m\u00e9s el propi entorn laboral i les activitats que assignen als agents del contact center.<\/p>\n<h3><strong>Quin \u00e9s el resultat final? <\/strong><\/h3>\n<p>L\u2019entorn de treball actual \u00e9s molt diferent al de fa uns anys. <strong>Amb quatre generacions a la for\u00e7a laboral, s\u2019espera que les organitzacions compleixin amb unes expectatives i prefer\u00e8ncies de comunicaci\u00f3 molt diferents d\u2019una for\u00e7a laboral cada cop m\u00e9s experta en tecnologia<\/strong>.<\/p>\n<p>El <strong>m\u00f2dul agents<\/strong> de l\u2019Omnichannel Contact Center d\u2019Enreach <strong>permet connectar amb els clients a trav\u00e9s dels seus canals favorits<\/strong>: WhatsApp, WebChat, SMS, email, trucades telef\u00f2niques, via web\u2026<\/p>\n<p>Aix\u00ed mateix, <strong>la productivitat dels empleats millora gr\u00e0cies a una interf\u00edcie web \u00fanica on es gestionen totes les converses<\/strong>, es poden personalitzar els missatges amb icones i textos enriquits, crear respostes predefinides, tipificar les interaccions, afegir notes, reprogramar les trucades, transferir les converses i mostrar la seva disponibilitat amb estats personalitzables.<\/p>\n<p>A m\u00e9s, <strong>per optimitzar el treball dels agents i millorar l\u2019experi\u00e8ncia dels clients (CX), l\u2019Omnichannel Contact Center disposa de l\u2019opci\u00f3 d\u2019integraci\u00f3 amb els principals <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/integraciones\/\"><strong>CRMs<\/strong><\/a> del mercat per gestionar les trucades, personalitzar els fluxos, automatitzar la creaci\u00f3 de tiquets, registrar informaci\u00f3 o crear informes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La incorporaci\u00f3 de noves generacions al lloc de treball, els efectes duradors de la pand\u00e8mia en el comportament dels consumidors i empleats, i la necessitat de resili\u00e8ncia enmig de la incertesa econ\u00f2mica s\u2019han combinat per crear una tempesta perfecta de reptes pels call center. Per primer cop a la hist\u00f2ria, quatre generacions treballen colze amb&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-i-per-que-esta-canviant-la-naturalesa-del-treball\/\" title=\"Read Com (i per qu\u00e8) est\u00e0 canviant la naturalesa del treball\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":42153,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[4473,5161,3099,3096,5163,3823,4186,4472,4471,3201,3420,3155,3513],"class_list":["post-42152","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-apps-mobils","tag-call-center-en-2","tag-call-center-ca","tag-canals-digitals","tag-cx-en-2","tag-eines-collaboratives","tag-flexibilitat-laboral","tag-interaccions-en-temps-real","tag-naturalesa-del-treball","tag-servei-al-client","tag-transformacio-digital","tag-treball-remot","tag-wfm-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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