{"id":5674,"date":"2020-02-04T13:38:30","date_gmt":"2020-02-04T13:38:30","guid":{"rendered":"https:\/\/cxblog.com\/?p=5674"},"modified":"2022-02-28T10:31:57","modified_gmt":"2022-02-28T10:31:57","slug":"el-call-center-del-futuro","status":"publish","type":"post","link":"https:\/\/cxblog.com\/es\/el-call-center-del-futuro\/","title":{"rendered":"El Call Center del futuro"},"content":{"rendered":"\n<p class=\"has-text-color\" style=\"color:#f6c738\"><span style=\"font-weight: 400;\">A lo largo de estos dos \u00faltimos a\u00f1os se ha instalado la creencia de que la Inteligencia Artificial (IA) podr\u00e1 sustituir la actividad principal del Call Center que es la atenci\u00f3n personal a clientes, haci\u00e9ndolo de manera progresiva en las tareas de menor valor.\u00a0\u00a0<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>No estamos teniendo en cuenta que lo que se est\u00e1 produciendo es un incremento casi exponencial de nuevas interacciones por la evoluci\u00f3n digital<\/p><\/blockquote>\n\n\n\n<p><span style=\"font-weight: 400;\">Reconociendo que hay un parte de verdad, no estamos teniendo en cuenta que lo que se est\u00e1 produciendo es un incremento casi exponencial de nuevas interacciones por la evoluci\u00f3n digital, pero que est\u00e1 afectando muy ligeramente al volumen de llamadas en los Call Center\u00b4s , y sobre todo, a los modelos de relaci\u00f3n que tienen las&nbsp; marcas y que siguen apostando por la atenci\u00f3n personal, tanto por el efecto en experiencia de cliente como por la eficiencia por la capacidad de resoluci\u00f3n global que tienen los agentes y que siguen siendo cruciales para las marcas y empresas.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Las personas seguir\u00e1n siendo una pieza clave. Simplemente ver\u00e1n reconvertido sus capacidades, aunque sin duda el call center del futuro estar\u00e1 integrado por asistentes virtuales y chatbots que conversar\u00e1n con los humanos en m\u00faltiples plataformas\u00a0(m\u00f3viles, webs, servicios de chat, etc).y donde la hiperpersonalizaci\u00f3n, es decir, la combinaci\u00f3n de Big Data e Inteligencia Artificial va a ayudar a anticipar problemas, necesidades o consultas, es decir, una mayor capacidad y por tanto mayor capacidad de recomendaciones segmentadas y personalizadas.\u00a0<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>La gesti\u00f3n desde RRHH en esta l\u00ednea va a tomar un papel primordial y que ser\u00e1 adem\u00e1s capaz de crear factores diferenciales entre unas empresas y otras, en forma de ventaja competitiva<\/p><\/blockquote>\n\n\n\n<p><span style=\"font-weight: 400;\">Si atendemos a la experiencia, cuando interactuamos con un call center, el teleoperador tiene que realizar una serie de comprobaciones que requieren tiempo, por lo que la llamada suele durar varios minutos. Adem\u00e1s, a menudo tenemos que contactar con m\u00e1s de un departamento hasta resolver las dudas, algo que puede demorarse m\u00e1s de la cuenta si existe sobrecarga y tenemos que esperar a que un agente est\u00e9 disponible. Esta realidad, que cada d\u00eda va cambiando; se va a ver reducida por la intervenci\u00f3n de las nuevas tecnolog\u00edas, mejorando la eficacia, pero tambi\u00e9n la calidad. Esta eficacia aunque no se mencione de manera habitual, es cr\u00edtica.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Nuestro negocio es un negocio de calidad, experiencias y eficacia.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Finalmente, vamos a hablar mucho de los nuevos perfiles, del talento especializado en crear y mantener los procesos y los desarrollos automatizados, donde la tecnolog\u00eda cobra un papel relevante como ya he comentado, pero donde es relevante, la perfecta sincronizaci\u00f3n de operativas, procesos entre estos automatismos y las personas que atienden al cliente. La gesti\u00f3n desde RRHH en esta l\u00ednea va a tomar un papel primordial y que ser\u00e1 adem\u00e1s capaz de crear factores diferenciales entre unas empresas y otras, en forma de ventaja competitiva.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">En resumen, la automatizaci\u00f3n de los call center no supondr\u00e1 rebajar la calidad del servicio ni la reducci\u00f3n de la intervenci\u00f3n de las personas en la atenci\u00f3n al cliente.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A lo largo de estos dos \u00faltimos a\u00f1os se ha instalado la creencia de que la Inteligencia Artificial (IA) podr\u00e1 sustituir la actividad principal del Call Center que es la atenci\u00f3n personal a clientes, haci\u00e9ndolo de manera progresiva en las tareas de menor valor.\u00a0\u00a0 No estamos teniendo en cuenta que lo que se est\u00e1 produciendo 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Rodr\u00edguez, actual presidente de la Asociaci\u00f3n Espa\u00f1ola de Expertos en Relaci\u00f3n Clientes (AEERC), cuenta con un amplio bagaje profesional en \u00e1reas de atenci\u00f3n al cliente, ventas y RRHH en multinacional espa\u00f1ola. Su carrera profesional siempre ha estado ligada a las instituciones, pues adem\u00e1s de ser presidente de la AEERC preside el Consejo de Administraci\u00f3n de un medio de comunicaci\u00f3n. Tambi\u00e9n ha sido vicepresidente de la asociaci\u00f3n Agencias de Espa\u00f1a y miembro de Comit\u00e9s de Direcci\u00f3n en organizaciones como Asociaci\u00f3n Espa\u00f1ola de Calidad y AESPLA. Colabora de manera peri\u00f3dica con diferentes Escuelas de Negocio, en diferentes programas formativos. Cuenta con diferentes especializaciones profesionales por la Universidad de Texas (EEUU), Universidad Cranfield (UK) , Universidad Johann Wolfgang Goethe Francfurt (Alemania) y Iuran Institut (EEUU).","url":"https:\/\/cxblog.com\/es\/author\/josefranciscorodriguez\/"}]}},"_links":{"self":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts\/5674","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/users\/55"}],"replies":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/comments?post=5674"}],"version-history":[{"count":0,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts\/5674\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/media\/4734"}],"wp:attachment":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/media?parent=5674"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/categories?post=5674"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/tags?post=5674"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}