{"id":29868,"date":"2021-08-31T20:15:00","date_gmt":"2021-09-01T02:15:00","guid":{"rendered":"https:\/\/goldenti.com\/site\/?p=29868"},"modified":"2021-08-31T16:22:30","modified_gmt":"2021-08-31T22:22:30","slug":"tecnologia-heredada-principal-obstaculo-para-la-experiencia-al-cliente","status":"publish","type":"post","link":"https:\/\/goldenti.com\/site\/tecnologia-heredada-principal-obstaculo-para-la-experiencia-al-cliente\/","title":{"rendered":"Tecnolog\u00eda heredada, principal obst\u00e1culo para la experiencia al cliente"},"content":{"rendered":"\n<p>Una fuerza de trabajo de agentes empoderada que ofrece incre\u00edbles experiencias al cliente hace la diferencia cuando la lealtad de compra y la rentabilidad del negocio est\u00e1n en juego. Es por eso que las organizaciones de todos los sectores se esfuerzan por ofrecer experiencias que los clientes aman. Despu\u00e9s de las disrupciones que provoc\u00f3 la pandemia en los contact center, estos se han vuelto m\u00e1s importantes que nunca para el crecimiento de las compa\u00f1\u00edas,&nbsp;entonces, \u00bfcu\u00e1l es el presente y futuro de los contact center?&nbsp;<\/p>\n\n\n\n<p>Un informe reciente patrocinado por Five9, fabricante de contact center inteligentes en la nube junto con la organizaci\u00f3n The Contact Center Workforce of the Future,&nbsp;revela que m\u00e1s de la mitad de los centros de contacto en el mundo (55%) experimentaron un mayor volumen de interacciones con los clientes en los \u00faltimos 12 meses. Sin embargo, los encuestados informaron&nbsp;sobre importantes obst\u00e1culos en la experiencia del cliente, incluida la tecnolog\u00eda heredada (51%), problemas de personal (44%) y una falta de integraci\u00f3n entre los canales digitales y de voz (37%).<\/p>\n\n\n\n<p>Los desaf\u00edos espec\u00edficos acerca de la fuerza laboral y la tecnolog\u00eda descubiertos en la investigaci\u00f3n se\u00f1alan que:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>La tasa promedio de rotaci\u00f3n de agentes de los contact center encuestados fue del 58% a\u00f1o tras a\u00f1o, con una mayor carga de trabajo y una falta de oportunidades de crecimiento citadas como las dos principales razones de las renuncias.&nbsp;La falta de las herramientas necesarias para desempe\u00f1arse eficazmente en el puesto y las tareas repetitivas y mon\u00f3tonas tuvieron el mayor impacto negativo en el desempe\u00f1o del agente.<\/li><li>M\u00e1s de un tercio (35%) de los encuestados dijo que involucrarse en todos los canales de comunicaci\u00f3n de una manera relevante \/ personalizada era un desaf\u00edo, y el 64% indic\u00f3 que necesita aumentar la cantidad de agentes que brindan soporte a m\u00faltiples canales. El 92% de los encuestados cree que sus aplicaciones para agentes no son tan efectivas como podr\u00edan ser. Como se\u00f1ala el informe, estos hallazgos sugieren oportunidades para que los Contact Center adopten una fuerza de trabajo digital impulsada por IA para clientes y agentes. Esto incluye tecnolog\u00eda como agentes virtuales inteligentes (IVA) y aplicaciones de coaching de agentes en tiempo real.<\/li><\/ul>\n\n\n\n<p>Estos datos indican que los contact center necesitar\u00e1n automatizar y liberar a los agentes para tareas m\u00e1s complicadas, lo que tambi\u00e9n abre la puerta a oportunidades de crecimiento profesional. A medida que aumentan las expectativas del cliente, las empresas deben equipar a los empleados con las herramientas y los recursos adecuados.<\/p>\n\n\n\n<p>Para equilibrar la eficiencia y la satisfacci\u00f3n de los empleados, los contact center del futuro cercano operar\u00e1n con una combinaci\u00f3n de agentes virtuales y en vivo, y ser\u00e1n esenciales los anal\u00edticos avanzados y la tecnolog\u00eda en la nube. Para las empresas que est\u00e1n experimentando las deficiencias del software heredado, ahora es el momento de innovar.<\/p>\n\n\n\n<p>Por \u00faltimo, el 52% de los encuestados dijo que el autoservicio tendr\u00e1 el impacto m\u00e1s significativo en la experiencia del cliente en los pr\u00f3ximos dos o tres a\u00f1os.<\/p>\n\n\n\n<p>Fuente: cio.com.mx<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Una fuerza de trabajo de agentes empoderada que ofrece incre\u00edbles experiencias al cliente hace la diferencia [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":29869,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-29868","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticas"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - 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