{"id":12037,"date":"2025-04-30T11:07:13","date_gmt":"2025-04-30T11:07:13","guid":{"rendered":"https:\/\/cxblog.com\/?p=12037"},"modified":"2025-04-30T11:26:25","modified_gmt":"2025-04-30T11:26:25","slug":"contact-center-en-2025-renovarse-o-morir","status":"publish","type":"post","link":"https:\/\/cxblog.com\/es\/contact-center-en-2025-renovarse-o-morir\/","title":{"rendered":"Contact Center en 2025: Renovarse o Morir"},"content":{"rendered":"\n<p>Tras leer multitud de art\u00edculos relacionados con las tendencias que nos van a acompa\u00f1ar durante 2025 en nuestro sector, pasar\u00e9 a resumir los aspectos que considero esenciales de asumir y asimilar. A modo de resumen, <em>Renovarse o morir<\/em>. Pero ojo, renovarse no es intentar meter la IA con calzador all\u00e1 donde se nos ocurra, tenemos muchas cosas antes que cambiar antes de dejar paso a la IA.&nbsp;<\/p>\n\n\n\n<p>Debemos cambiar el paradigma que hasta ahora nos ha acompa\u00f1ado a la hora de tomar decisiones. Analizar\u00e9 individualizado cada uno de los aspectos que considero esenciales:&nbsp;<\/p>\n\n\n\n<p><strong>Competencias<\/strong>&nbsp;<\/p>\n\n\n\n<p>La experiencia, formaci\u00f3n, titulaci\u00f3n y en general habilidades \u201cHard\u201d, dejan de tener protagonismo a la hora de seleccionar personal, en aras a perseguir la b\u00fasqueda de habilidades m\u00e1s \u201cSoft\u201d, como la Inteligencia Emocional, Empat\u00eda, Bienestar Emocional o Pensamiento cr\u00edtico, al fin y al cabo, habilidades que ni la IA, ni la tecnolog\u00eda pueden resolver.&nbsp;&nbsp;<\/p>\n\n\n\n<p>De igual forma, la cultura de la empresa deber\u00e1 orientar su visi\u00f3n hacia un aprendizaje continuo y adaptaci\u00f3n al cambio.&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>Profesionalizaci\u00f3n del Sector<\/strong>&nbsp;<\/p>\n\n\n\n<p>Afortunadamente y por verle el sentido positivo, esta adaptaci\u00f3n tecnol\u00f3gica a nuestra industria har\u00e1 que se convierta en un sector m\u00e1s profesionalizado, dejando atr\u00e1s la leyenda negra que nos persigue&#8230; Eso s\u00ed, ocurrir\u00e1 si nos preocupamos por estar a la altura mediante un aprendizaje continuo.&nbsp;<\/p>\n\n\n\n<p><strong>Digitalizaci\u00f3n o Asincron\u00eda en los servicios de Atenci\u00f3n<\/strong>&nbsp;<\/p>\n\n\n\n<p>\u00bfCu\u00e1l es el verdadero reto al que nos enfrentamos a la hora de proporcionar un servicio de atenci\u00f3n de calidad, la digitalizaci\u00f3n de todos los procesos pensando en el autoservicio o el conseguir dar una buena respuesta en tiempo y forma a trav\u00e9s de un agente humano? Sigo creyendo que lo segundo y, por tanto, el reto estar\u00e1 en resolver y cambiar nuestros modelos de negocio para poder dar respuestas inmediatas a los usuarios.&nbsp;<\/p>\n\n\n\n<p><strong>Telemarketing<\/strong>&nbsp;<\/p>\n\n\n\n<p>Aparte de la omnicanalidad que es una realidad indiscutible necesaria para el usuario, que permita una experiencia m\u00e1s fluida para el cliente, creo que el futuro del telemarketing va dirigido a un enfoque m\u00e1s estrat\u00e9gico, reduciendo el volumen de llamadas masivas, y apuntando a una venta con mejor preparaci\u00f3n y un enfoque consultivo.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Las llamadas salientes no van a desaparecer y por mucho que se empe\u00f1e la administraci\u00f3n en legislar en contra de las empresas que realizan este servicio, el canal telef\u00f3nico como canal de venta es imprescindible y complicado de automatizar por completo dado el componente emocional que lleva impl\u00edcito el proceso de venta.&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>Cumplimiento Normativo<\/strong>&nbsp;<\/p>\n\n\n\n<p>Aqu\u00ed es donde tengo sentimientos encontrados\u2026. Por un lado, apruebo y apoyo que la legislaci\u00f3n ampare la protecci\u00f3n de la informaci\u00f3n del cliente y persiga una \u00e9tica digital.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Por otro, estamos vendidos ante el ego\u00edsmo pol\u00edtico. Desde hace ya algunos a\u00f1os se legisla con una sobreprotecci\u00f3n hacia el ciudadano y empleado, y en contra de la empresa. Como si los ciudadanos no fuesen capaces de tomar decisiones por ellos mismos o como si estuvi\u00e9semos en la \u00e9poca de la revoluci\u00f3n Industrial con empleados trabajando en condiciones infrahumanas.&nbsp;<\/p>\n\n\n\n<p>Sea como sea, si ya lo dijo Unamuno, teng\u00e1moslo muy en cuenta, <em>\u201cRenovarse o morir\u201d.<\/em>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tras leer multitud de art\u00edculos relacionados con las tendencias que nos van a acompa\u00f1ar durante 2025 en nuestro sector, pasar\u00e9 a resumir los aspectos que considero esenciales de asumir y asimilar. A modo de resumen, Renovarse o morir. Pero ojo, renovarse no es intentar meter la IA con calzador all\u00e1 donde se nos ocurra, tenemos [&hellip;]<\/p>\n","protected":false},"author":199,"featured_media":12040,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[123,562],"tags":[],"class_list":["post-12037","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-es","category-raquel-carnicero","entry","has-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.4 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Center en 2025: Renovarse o Morir | CXBlog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cxblog.com\/es\/contact-center-en-2025-renovarse-o-morir\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center en 2025: Renovarse o Morir\" \/>\n<meta property=\"og:description\" content=\"Tras leer multitud de art\u00edculos relacionados con las tendencias que nos van a acompa\u00f1ar durante 2025 en nuestro sector, pasar\u00e9 a resumir los aspectos que considero esenciales de asumir y asimilar. 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