Usamos el \u201cnegro\u201d para referirnos en ocasiones a algo tenebroso, oscuro o siniestro. El \u201cManifiesto Negro\u201d, novela de F. Forsyth, o el \u201cLibro Negro\u201d, pel\u00edcula de P. Verhoeven. Y G\u00f3ngora nos deleita con \u201cPor una negra se\u00f1ora \/ un negro gal\u00e1n doliente \/ negras l\u00e1grimas derrama \/ de un negro pecho que tiene\u2026\u201d<\/p>\n\n\n\n
Tambi\u00e9n nos es familiar en el entorno de la ciberdelincuencia, las campa\u00f1as de mailings masivos simulando ser tu banco e indic\u00e1ndote que tu cuenta ha sido bloqueada y que requiere que remitas tus datos de acceso para lograr el desbloqueo. O que pinches un enlace para hacerlo, instal\u00e1ndote, de ese modo, un software troyano en tu ordenador que accede a tus datos, tus contactos o tus cuentas.<\/p>\n\n\n\n
He tenido recientemente una experiencia que comparto con vosotros de una campa\u00f1a de marketing telef\u00f3nico, indic\u00e1ndome que me llamaban de Microsoft porque mi ordenador estaba en serio peligro y que deb\u00eda abrirlo y pulsar un conjunto de teclas para arreglar algo que pon\u00eda en peligro su funcionamiento.<\/p>\n\n\n\n
La llamada no puede ser m\u00e1s simp\u00e1tica o terror\u00edfica, seg\u00fan se mire. El agente, al no obtener su resultado escala la llamada a un compa\u00f1ero y acaba en un supervisor. De fondo, se puede o\u00edr e intuir, las conversaciones de cientos de agentes haciendo lo mismo: intentando \u201cenga\u00f1ar\u201d a un usuario para instalarle un virus, un troyano, un malware o cualquier otra maldad.<\/p>\n\n\n\n
Me han llamado desde el \u201ccontact center negro\u201d<\/p><\/blockquote>\n\n\n\n
Me han llamado desde el \u201ccontact center negro\u201d.<\/p>\n\n\n\n
M\u00e1s all\u00e1 de inquietarme o sonre\u00edrme (no s\u00e9 cu\u00e1l es la mejor actitud) pensaba en lo que hay detr\u00e1s de este negocio que, desde mi punto de vista, no puede ser m\u00e1s siniestro.<\/p>\n\n\n\n
\u00bfOs lo imagin\u00e1is? \u00bfOs imagin\u00e1is el proceso de selecci\u00f3n de los agentes? \u00bfY el de formaci\u00f3n? \u00bfQu\u00e9 les cuentan a estos pobres chicos?<\/p>\n\n\n\n
\u00bfC\u00f3mo preparar\u00e1 las clases el profesor? Me los imagino en un centro masificado, con p\u00e9simas condiciones laborales y con salarios de miseria.<\/p>\n\n\n\n
\u00bfY c\u00f3mo establecen objetivos e incentivos? \u00bfCu\u00e1ntos usuarios deben ser capaces de enga\u00f1ar al t\u00e9rmino del d\u00eda? \u00bfcu\u00e1nto me falta para cumplir la cuota? \u00bfcelebrar\u00e1n los \u00e9xitos? \u00bfC\u00f3mo?<\/p>\n\n\n\n
Ante esta imagen, se me desdibuja el concepto profesional y serio que tratamos todos los que trabajamos en esta industria y que fomentamos con mucho esfuerzo. El desarrollo de la Experiencia del Colaborador, el Employee Journey, el entorno adecuado de trabajo, la claridad de procesos e instrucciones.<\/p>\n\n\n\n
Doy gracias por trabajar en un sector apasionante y completo, lleno de humanidad y tecnolog\u00eda<\/p><\/blockquote>\n\n\n\n
Doy gracias por trabajar en un sector apasionante y completo, lleno de humanidad y tecnolog\u00eda. Lleno de procesos que mejorar y cosas que aprender. Lleno de profesionales implicados.<\/p>\n","protected":false},"excerpt":{"rendered":"
Usamos el \u201cnegro\u201d para referirnos en ocasiones a algo tenebroso, oscuro o siniestro. El \u201cManifiesto Negro\u201d, novela de F. Forsyth, o el \u201cLibro Negro\u201d, pel\u00edcula de P. Verhoeven. Y G\u00f3ngora nos deleita con \u201cPor una negra se\u00f1ora \/ un negro gal\u00e1n doliente \/ negras l\u00e1grimas derrama \/ de un negro pecho que tiene\u2026\u201d Tambi\u00e9n nos […]<\/p>\n","protected":false},"author":56,"featured_media":5507,"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":"0","ocean_second_sidebar":"0","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":"0","ocean_custom_header_template":"0","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":"0","ocean_menu_typo_font_family":"0","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":"0","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":"off","ocean_gallery_id":[],"footnotes":""},"categories":[123,320],"tags":[207,315,158,132,147,186],"class_list":["post-5473","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-es","category-santiago-munoz-chapuli-es","tag-blog","tag-business","tag-clientes","tag-contact-center","tag-customer-experience","tag-tecnologia","entry","has-media"],"acf":[],"yoast_head":"\n
El contact center negro | 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\/el-contact-center-negro\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El contact center negro\" \/>\n<meta property=\"og:description\" content=\"Usamos el \u201cnegro\u201d para referirnos en ocasiones a algo tenebroso, oscuro o siniestro. El \u201cManifiesto Negro\u201d, novela de F. Forsyth, o el \u201cLibro Negro\u201d, pel\u00edcula de P. Verhoeven. 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