{"id":12589,"date":"2026-10-01T07:00:00","date_gmt":"2026-10-01T07:00:00","guid":{"rendered":"https:\/\/cxblog.com\/?p=12589"},"modified":"2026-09-14T13:59:03","modified_gmt":"2026-09-14T13:59:03","slug":"del-proveedor-al-partner-el-nuevo-desafio-de-la-atencion-al-cliente","status":"publish","type":"post","link":"https:\/\/cxblog.com\/es\/del-proveedor-al-partner-el-nuevo-desafio-de-la-atencion-al-cliente\/","title":{"rendered":"Del proveedor al partner: el nuevo desaf\u00edo de la atenci\u00f3n al cliente\u00a0"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">No hay vuelta atr\u00e1s. Se acerca el temido 28 de diciembre, y que me perdonen los Santos Inocentes, pero esta vez no hablamos de enga\u00f1os ingeniosos. Lo que nos viene encima es un tsunami de incertidumbres en el sector de BPO y en muchas de las compa\u00f1\u00edas que atienden mercados de B2C. No podemos asegurar las consecuencias directas tras la entrada en vigor de la Ley de la Clientela.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lo cierto es que durante a\u00f1os, en algunas compa\u00f1\u00edas de BPO y en ciertas empresas&nbsp; con contact centers internos, se han cometido abusos y mala praxis en muchos servicios de atenci\u00f3n de clientes. Bien por falta de capacitaci\u00f3n de los agentes, bien por una mala planificaci\u00f3n de recursos, que han provocado largas colas de espera, horarios de prestaci\u00f3n insuficientes, tecnolog\u00eda desactualizada,\u2026 La percepci\u00f3n del cliente final en muchos casos ha sido negativa y nos ha llevado a ser una industria \u201cantip\u00e1tica\u201d. Esto, adem\u00e1s de ser una injusticia que nos ha metido a todos en el mismo saco, ha impedido que se perciba la estupenda labor que desempe\u00f1amos al ser la primera imagen de la mayor\u00eda de grandes y&nbsp; medianas empresas que tercerizan sus servicios. Muchas de estas empresas cliente son valoradas muy positivamente, y eso es el resultado de un trabajo excelentemente planificado y ejecutado por nosotros.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Ante esta nueva ley que exige un gran esfuerzo de todas las partes, el reto consiste en alinear los objetivos de las empresas clientes con los nuestros. <\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Debemos trabajar conjuntamente, combinar nuestras fortalezas e invertir en tecnolog\u00eda y soluciones de IA para dotar al capital humano de las herramientas que les permitan emplear menos tiempo en cada interacci\u00f3n dedic\u00e1ndose a las tareas de mayor valor.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Puntos de la ley como la obligatoriedad de atenci\u00f3n en lenguas cooficiales, la atenci\u00f3n efectiva&nbsp; antes de 3 minutos y la cobertura 24 x 7 (debiendo haber siempre un agente humano en caso de solicitud) nos obligar\u00e1n a sobredimensionar las plataformas y aun no tenemos claro qui\u00e9n va a pagar la fiesta.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Es imprescindible que nos planteemos honestamente la necesidad de actuar mas que nunca como partners, alineando los objetivos de todas las partes para alcanzar las leg\u00edtimas aspiraciones de excelencia,&nbsp; eficiencia y rentabilidad. Para ello deberemos dise\u00f1ar en cada caso el mejor mix de inversiones y recursos (Agentes humanos, AI Agentes, IVRs virtuales, BOTS, Co pilots , etc,) abriendo tantos canales de comunicaci\u00f3n como los usuarios nos demanden.&nbsp;&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>En nuestras manos est\u00e1&nbsp; convertir este dif\u00edcil reto en una historia de \u00e9xito, pero no todos llegar\u00e1n a final de este a\u00f1o con los deberes bien hechos.<\/strong><strong>&nbsp;<\/strong>&nbsp;<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>No hay vuelta atr\u00e1s. Se acerca el temido 28 de diciembre, y que me perdonen los Santos Inocentes, pero esta vez no hablamos de enga\u00f1os ingeniosos. Lo que nos viene encima es un tsunami de incertidumbres en el sector de BPO y en muchas de las compa\u00f1\u00edas que atienden mercados de B2C. No podemos asegurar [&hellip;]<\/p>\n","protected":false},"author":213,"featured_media":12591,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_front_end_style_editor":"no","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":[583],"tags":[],"class_list":["post-12589","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cristina-canal","entry","has-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.4 (Yoast SEO v28.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Del proveedor al partner: el nuevo desaf\u00edo de la atenci\u00f3n al cliente\u00a0 | 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\/del-proveedor-al-partner-el-nuevo-desafio-de-la-atencion-al-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Del proveedor al partner: el nuevo desaf\u00edo de la atenci\u00f3n al cliente\u00a0\" \/>\n<meta property=\"og:description\" content=\"No hay vuelta atr\u00e1s. Se acerca el temido 28 de diciembre, y que me perdonen los Santos Inocentes, pero esta vez no hablamos de enga\u00f1os ingeniosos. Lo que nos viene encima es un tsunami de incertidumbres en el sector de BPO y en muchas de las compa\u00f1\u00edas que atienden mercados de B2C. No podemos asegurar [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cxblog.com\/es\/del-proveedor-al-partner-el-nuevo-desafio-de-la-atencion-al-cliente\/\" \/>\n<meta property=\"og:site_name\" content=\"CXBlog\" \/>\n<meta property=\"article:published_time\" content=\"2026-10-01T07:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cxblog.com\/wp-content\/uploads\/2026\/10\/customer-support-team-working-in-modern-office-2026-03-17-03-53-23-utc-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Cristina Ca\u00f1al\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Cristina Ca\u00f1al\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" 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