{"id":16028,"date":"2020-08-11T09:18:44","date_gmt":"2020-08-11T07:18:44","guid":{"rendered":"https:\/\/www.tecsens.com\/ser-o-no-ser-un-dels-centres-de-contacte\/"},"modified":"2021-04-16T10:33:28","modified_gmt":"2021-04-16T08:33:28","slug":"ser-o-no-ser-un-dels-centres-de-contacte","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/ca\/ser-o-no-ser-un-dels-centres-de-contacte\/","title":{"rendered":"Ser o no ser un dels centres de contacte"},"content":{"rendered":"\n<p>El sector Contact Center continua augmentant, segons ha afirmat<a href=\"https:\/\/www.asociacioncex.org\/\" target=\"_blank\" rel=\"noreferrer noopener\"> l&#8217;Associaci\u00f3 CEX (Associaci\u00f3 d&#8217;Empreses d&#8217;Experi\u00e8ncia del Client)<\/a> que estima que representen m\u00e9s del 85% del sector a Espanya.<\/p>\n\n<p>La fundaci\u00f3 de cada empresa \u00e9s l&#8217;atenci\u00f3 al client i l&#8217;experi\u00e8ncia del client. D&#8217;aqu\u00ed el gran dilema, que \u00e9s que la pregunta es repeteix una vegada i una altra, quin \u00e9s el millor canal per oferir la millor experi\u00e8ncia als teus clients?<\/p>\n\n<p>Sobretot, la veu segueix sent la protagonista i la calidesa humana d&#8217;una conversa \u00e9s el que realment pot aconseguir tancar una venda o resoldre una pregunta o incident. Per\u00f2 quan afegim altres maneres de comunicar-nos amb el client, et donem totes les opcions adaptant-te a ella i aix\u00ed fer-ho f\u00e0cil.<\/p>\n\n<p>Per\u00f2 aquest augment i diversitat de canals i canals de comunicaci\u00f3 continua tenint confusi\u00f3 entre les difer\u00e8ncies en termes:  <\/p>\n\n<h2 class=\"wp-block-heading\">Multicanal i Omnicanalitat:<\/h2>\n\n<p>Molts es pregunten on es troba la difer\u00e8ncia real i el que han de confiar en fer l&#8217;elecci\u00f3 correcta.  <strong>Quina estrat\u00e8gia he d&#8217;utilitzar?<\/strong><\/p>\n\n<p>La difer\u00e8ncia real rau en la forma en qu\u00e8 el client contacta, en el proc\u00e9s de compra o experi\u00e8ncia de la mateixa. En definitiva, la coneguda com a <em>Experi\u00e8ncia del Client.<\/em><\/p>\n\n<p>En una estrat\u00e8gia <strong>multicanal<\/strong> hi ha diversos canals de comunicaci\u00f3 que es desintegren. L&#8217;\u00fas de m\u00faltiples canals sense una estrat\u00e8gia estudiada i provada pot conduir a problemes significatius per a l&#8217;empresa, com ara la insatisfacci\u00f3 del client i la ira. No n&#8217;hi ha prou amb afegir una llista de canals als processos d&#8217;atenci\u00f3.<\/p>\n\n<p>No obstant aix\u00f2, <strong>\n  <a href=\"https:\/\/www.tecsens.com\/soluciones-voz-empresas\/call-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">una estrat\u00e8gia omnicanal <\/a>\n<\/strong>\u00e9s dissenyar <strong>estrat\u00e8gies que aprofitin la tecnologia per integrar aquests canals de comunicaci\u00f3 en una experi\u00e8ncia homog\u00e8nia, per tal d&#8217;adaptar-se a<\/strong> les demandes dels usuaris moderns i oferir el millor servei. Ja no importa des d&#8217;on (trucada, whatsapp, xat, correu electr\u00f2nic, RRSS,&#8230;) el que importa \u00e9s com.<\/p>\n\n<p>L&#8217;elecci\u00f3 del millor aliat per aconseguir-ho, en la gran majoria dels casos marcar\u00e0 la difer\u00e8ncia i marcar\u00e0 l&#8217;objectiu, que el client sigui sempre l&#8217;eix central<em>(centrada del client).<\/em><\/p>\n\n<p>M\u00e9s dubtes?  <\/p>\n\n<h2 class=\"wp-block-heading\">Alguns dels beneficis:<\/h2>\n\n<ul class=\"wp-block-list\"><li>Diferents canals per\u00f2, una sola experi\u00e8ncia<\/li><li>Disponibilitat total i seguiment intel\u00b7ligent<\/li><li>Automatitzaci\u00f3 i retroalimentaci\u00f3 en temps real<\/li><li>Qualitat del servei<\/li><li>Atenci\u00f3 personalitzada<\/li><li>Optimitzaci\u00f3 del temps d&#8217;espera<\/li><li>Augment de les vendes<\/li><li>Simplificaci\u00f3 de la presa de decisions<\/li><\/ul>\n<p>En definitiva, \u00e9s el client qui decideix com contactar amb tu, per\u00f2 quan ho faci i rebi una resposta positiva, la resta del cam\u00ed ser\u00e0 m\u00e9s f\u00e0cil. Garantir una resposta homog\u00e8nia i coherent, fent que el client se senti c\u00f2mode i ent\u00e8s, ser\u00e0 la clau per a la superviv\u00e8ncia, <strong>ser\u00e0 la SER O NO SER.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El sector Contact Center continua augmentant, segons ha afirmat l&#8217;Associaci\u00f3 CEX (Associaci\u00f3 d&#8217;Empreses d&#8217;Experi\u00e8ncia del Client) que estima que representen m\u00e9s del 85% del sector a Espanya. La fundaci\u00f3 de cada empresa \u00e9s l&#8217;atenci\u00f3 al client i l&#8217;experi\u00e8ncia del client. D&#8217;aqu\u00ed el gran dilema, que \u00e9s que la pregunta es repeteix una vegada i una [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":14944,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[496,494],"tags":[387,423,177],"class_list":["post-16028","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consulting-ca","category-voice","tag-centre-de-contactes","tag-veu","tag-voip-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ser o no ser un dels centres de contacte Tecsens -<\/title>\n<meta name=\"description\" content=\"El sector Contact Center continua augmentant. S&#039;estima que representen m\u00e9s del 85% del sector a Espanya. 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