{"id":43470,"date":"2023-08-03T07:00:01","date_gmt":"2023-08-03T05:00:01","guid":{"rendered":"https:\/\/enreach.es\/?p=43470"},"modified":"2023-07-26T08:35:42","modified_gmt":"2023-07-26T06:35:42","slug":"com-millorar-leficiencia-i-lexperiencia-de-lagent","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-millorar-leficiencia-i-lexperiencia-de-lagent\/","title":{"rendered":"Com millorar l\u2019efici\u00e8ncia i l\u2019experi\u00e8ncia de l\u2019agent"},"content":{"rendered":"

Els contact center d\u2019avui en dia reconeixen cada cop m\u00e9s el sentiment dels empleats i s\u2019allunyen de la microgesti\u00f3 de les persones per empoderar-les. A mida que ho fan, es reconeix cada cop m\u00e9s que els agents s\u00f3n capa\u00e7os d\u2019administrar-se a si mateixos: tant el seu rendiment com els seus horaris.<\/p>\n

En els call center, que durant molt de temps han estat coneguts per una cultura de microgesti\u00f3, els gerents de la for\u00e7a laboral tradicionalment s\u2019han basat en indicadors clau de rendiment, o KPI, per controlar el rendiment dels agents.<\/p>\n

Tanmateix, en l\u2019actualitat, els supervisors estan capacitant als agents per monitorejar els seus propis KPI i administrar el seu propi rendiment. <\/strong>I estan descobrint que quan millora l\u2019experi\u00e8ncia dels agents (AX) a l\u2019oferir-los informaci\u00f3, opcions i poder sobre les seves pr\u00f2pies experi\u00e8ncies laborals, de cara al client, ofereixen interaccions superiors de manera constant<\/strong>.<\/p>\n

El <\/strong>m\u00f2dul agent<\/strong><\/a> de l\u2019Omnichannel Contact Center d\u2019Enreach ofereix tres avantatges clau per augmentar el seu rendiment: <\/strong><\/h3>\n

1) Atenci\u00f3 omnicanal<\/strong><\/h3>\n

Connectar amb els teus clients a trav\u00e9s dels seus canals preferits: WhatsApp, Webchat, SMS, email, trucades telef\u00f2niques i via web… D\u2019aquesta manera, sempre estar\u00e0s all\u00e0 quan els teus clients et necessitin.<\/p>\n

2) Millora la productivitat dels teus agents<\/strong><\/h3>\n

Ofereix als teus agents una interf\u00edcie web \u00fanica on gestionar totes les converses. Podran atendre als clients des de m\u00faltiples canals, personalitzar els missatges amb icones i textos enriquits, crear respostes predefinides, tipificar les interaccions, afegir notes, reprogramar trucades i transferir les converses. Tamb\u00e9 podran mostrar la seva disponibilitat amb estats personalitzables.<\/p>\n

3) Connecta la nostra soluci\u00f3 amb el teu CRM i multiplica el seu poder<\/strong><\/h3>\n

El nostre servei s\u2019integra amb els principals CRMs del mercat<\/strong><\/a> (Salesforce, Dynamics, Zendesk, Zoho\u2026) per optimitzar el treball dels teus agents i millorar l\u2019experi\u00e8ncia dels teus clients. Gestiona les teves trucades des del teu CRM, personalitza els fluxos, automatitza la creaci\u00f3 de tiquets, el registre de la informaci\u00f3 de trucades, crea informes… Tot des d\u2019un \u00fanic entorn!<\/p>\n

Com influeixen els KPI en el rendiment dels agents<\/strong><\/h3>\n

Un KPI \u00e9s una m\u00e8trica que utilitzen els call center per determinar si es compleixen els objectius comercials, com augmentar l\u2019efici\u00e8ncia i oferir un servei excepcional. Els KPI del contact center inclouen mesures que ens indiquen com estan els agents seguint els processos definits.<\/p>\n

Quan es tracta de l\u2019efici\u00e8ncia dels agents, molts contact center s\u2019enfoquen en dos KPI:<\/strong><\/h3>\n

1) Temps promig d\u2019atenci\u00f3 (AHT, en les seves sigles en angl\u00e8s<\/strong><\/h3>\n

\u00c9s el temps que triga un agent en completar una interacci\u00f3 amb un client. Molts call center supervisen d\u2019a prop aquesta m\u00e8trica per reduir els temps d\u2019espera de les trucades i millorar la satisfacci\u00f3 del client<\/strong>. Un AHT m\u00e9s breu tamb\u00e9 pot indicar que els agents estan operant de manera m\u00e9s eficient.<\/p>\n

2) Treball posterior a la trucada (ACW, en les seves sigles en angl\u00e8s)<\/strong><\/h3>\n

\u00c9s el temps que els agents dediquen a les tasques que han de completar despr\u00e9s de realitzar una interacci\u00f3 amb un client. Ja sigui que estigui introduint informaci\u00f3 en un CRM o enviant un correu electr\u00f2nic de seguiment al client, l\u2019ACW brinda el context necessari per garantir que el client tingui una bona experi\u00e8ncia la propera vegada que interactu\u00ef amb el call center<\/strong>.<\/p>\n

Com poden els contact center utilitzar aquests KPI per garantir que el temps d\u2019un agent sigui productiu i eficient? <\/strong><\/h3>\n

1) Establint objectius per AHT i ACW<\/strong><\/h3>\n

Despr\u00e9s de tot, no es pot millorar el que no mesures. No obstant, no existeix un objectiu \u00fanic per a tothom. Els objectius apropiats d\u2019AHT i ACW depenen de molts factors, com els de nivell de servei, el sector empresarial, els processos interns i la complexitat de les trucades.<\/p>\n

2) Capacitant als agents <\/strong><\/h3>\n

\u00c9s necessari comunicar els objectius d\u2019AHT i ACW als equips del call center i han d\u2019apuntar en la mateixa direcci\u00f3.<\/p>\n

3) Dotant als agents de les eines necess\u00e0ries per monitorejar el seu AHT i ACW <\/strong><\/h3>\n

4) Atorgant perm\u00eds als agents per administrar el seu AHT i ACW<\/strong><\/h3>\n

Aix\u00f2 no nom\u00e9s empodera als agents, sin\u00f3 que tamb\u00e9 allibera als supervisors per a qu\u00e8 es concentrin en altres tasques de major valor.<\/p>\n

En conclusi\u00f3, empoderant als agents, els contact center poden complir de manera m\u00e9s eficient el nivell de servei i els objectius de satisfacci\u00f3 del client alhora que milloren l\u2019experi\u00e8ncia general de l\u2019agent.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els contact center d\u2019avui en dia reconeixen cada cop m\u00e9s el sentiment dels empleats i s\u2019allunyen de la microgesti\u00f3 de les persones per empoderar-les. A mida que ho fan, es reconeix cada cop m\u00e9s que els agents s\u00f3n capa\u00e7os d\u2019administrar-se a si mateixos: tant el seu rendiment com els seus horaris. En els call center,… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":43471,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[4927,3619,3203,3099,5157,3286,3100,5139,3204,4924,4926,3322,3261,4925,3201,5160],"class_list":["post-43470","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-acw-ca","tag-aht-ca","tag-ax-ca","tag-call-center-ca","tag-call-center-ca-2","tag-capacitacio-dels-agents","tag-contact-center-ca","tag-contact-center-ca-2","tag-crm-ca","tag-eficiencia-de-lagent","tag-empoderar-als-agents","tag-kpi-ca","tag-satisfaccio-del-client","tag-sentiment-dels-empleats","tag-servei-al-client","tag-servicio-al-cliente-ca"],"acf":[],"yoast_head":"\nCom millorar l\u2019efici\u00e8ncia i l\u2019experi\u00e8ncia de l\u2019agent - Enreach ES<\/title>\n<meta name=\"description\" content=\"Quan millora l\u2019experi\u00e8ncia de l\u2019agent (AX) augmenta la qualitat del servei al client, aix\u00ed como la CX.\" \/>\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\/blog\/como-mejorar-la-eficiencia-y-la-experiencia-del-agente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com millorar l\u2019efici\u00e8ncia i l\u2019experi\u00e8ncia de l\u2019agent - 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