{"id":4302,"date":"2019-11-08T12:34:56","date_gmt":"2019-11-08T12:34:56","guid":{"rendered":"https:\/\/cxblog.com\/people-centricity-o-caminho-para-a-reducao-do-gap-homem-maquina\/"},"modified":"2022-02-22T17:14:38","modified_gmt":"2022-02-22T17:14:38","slug":"people-centricity-o-caminho-para-a-reducao-do-gap-homem-maquina","status":"publish","type":"post","link":"https:\/\/cxblog.com\/pt-pt\/people-centricity-o-caminho-para-a-reducao-do-gap-homem-maquina\/","title":{"rendered":"People Centricity. O caminho para a redu\u00e7\u00e3o do gap Homem-M\u00e1quina?"},"content":{"rendered":"\n<p class=\"has-text-color\" style=\"color:#f6c738\">\u00c9 evidente e inquestion\u00e1vel a evolu\u00e7\u00e3o das solu\u00e7\u00f5es de automatiza\u00e7\u00e3o nos \u00faltimos anos. Os RPAs, chatbots, machine learning, data science e data scientists e a Intelig\u00eancia Artificial (AI) vieram para ficar e s\u00e3o parte ativa na nossa realidade no Contacto com o Cliente.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Os Clientes valorizam, e verbalizam esse sentimento, o atendimento realizado por agentes humanos<\/p><\/blockquote>\n\n\n\n<p>No entanto quando olhamos para o output das m\u00e9tricas da satisfa\u00e7\u00e3o de Cliente \u2013 Customer Satisfaction (CSAT), Voice of the Customer (VOC), Net Promoter Score (NPS), Customer Effort (CE) \u2013 \u00e9 evidente o gap entre a satisfa\u00e7\u00e3o do atendimento com agentes autom\u00e1ticos e agentes humanos. Com vantagem para os humanos. Os Clientes valorizam, e verbalizam esse sentimento, o atendimento realizado por agentes humanos. Por duas raz\u00f5es principais:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>A tecnologia, atrav\u00e9s das solu\u00e7\u00f5es de automatiza\u00e7\u00e3o, retirou das primeiras linhas dos contact centers as intera\u00e7\u00f5es mais simples e transacionais. Hoje os motivos de contacto que chegam aos agentes humanos s\u00e3o mais complexos ou mais carentes de entendimento humano. Hoje os profissionais de contact center s\u00e3o agentes bem preparados e educados. As empresas t\u00eam investido muito na Employee Experience, no Employee Engagement, na forma\u00e7\u00e3o e orienta\u00e7\u00e3o para os Soft Skills e em condi\u00e7\u00f5es de espa\u00e7os de trabalho de fazer envergonhar muitos escrit\u00f3rios de empresas e a generalidade dos espa\u00e7os de trabalho da administra\u00e7\u00e3o p\u00fablica. At\u00e9 porque estes profissionais, por press\u00e3o da chamada gera\u00e7\u00e3o Millenials s\u00e3o dificeis de reter e o mercado est\u00e1 muito din\u00e2mico e apelativo.<\/li><li>A tecnologia tem evoluido de forma vertiginosa. Muito se tem feito na automatiza\u00e7\u00e3o de processos (grande contributo dos RPAs) e tentativa de replicar a experi\u00eancia humana nos canais digitais. Hoje temos IVRs de voz natural que conseguem conversar com o Cliente, apps com forte suporte de ferramentas preditivas e dotadas de Intelig\u00eancia Artificial. Mas muitos desses desenvolvimentos t\u00eam sido \u201cverticais\u201d n\u00e3o sendo poss\u00edvel saltar entre processos e de motivos de contacto. E essa dificuldade acentua as limita\u00e7\u00f5es da tecnologia. O saltitar de assunto \u00e9 uma das caracter\u00edsticas mais humanas e que acaba sempre por ter o seu peso no sentimento de satisfa\u00e7\u00e3o. E da\u00ed a experi\u00eancia com os meios autom\u00e1ticos ainda tem um gap significativo para a experi\u00eancia percepcionada e valorizada na intera\u00e7\u00e3o humana.<\/li><\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Ensinar as m\u00e1quinas, e tudo o que as suporta, a serem mais \u201chumanas\u201d no contacto com as pessoas. Esse desafio abrir\u00e1 novas oportunidades profissionais<\/p><\/blockquote>\n\n\n\n<p>Mas o caminho est\u00e1 tra\u00e7ado e esse gap ser\u00e1 corrigido ao longo do tempo. Uma das maiores altera\u00e7\u00f5es a que vamos assistir \u00e9 a mudan\u00e7a de um modelo baseado nas pessoas com literacia tecnol\u00f3gica para um modelo de tecnologia com literacia humana. At\u00e9 hoje procuramos dotar os nosso profissionais de contact center de conhecimentos tecnol\u00f3gicos para suportar os atendimento. Mas hoje n\u00e3o s\u00f3 esses profissionais t\u00eam significativa literacia tecnol\u00f3gica como os Clientes que os contactam tamb\u00e9m. E a &nbsp;tecnologia simplificou-se muito. Hoje os modelos de low code, programa\u00e7\u00e3o por blocos, entre outros, vieram democratizar e simplificar a tecnologia. Agora o grande desafio ser\u00e1 dotar a tecnologia de maior literacia humana. Ensinar as m\u00e1quinas, e tudo o que as suporta, a serem mais \u201chumanas\u201d no contacto com as pessoas. Esse desafio abrir\u00e1 novas oportunidades profissionais. Novos empregos surgir\u00e3o para ajudar nessa mudan\u00e7a de modelo.<\/p>\n\n\n\n<p>Conjugando isto tudo estamos a deixar para tr\u00e1s a chamada Customer Centricity para dar lugar \u00e0 People Centricity. Onde todos (Customers, Employees, Parceiros e at\u00e9 a tecnologia) t\u00eam por prop\u00f3sito ter a Pessoa no centro de tudo.<\/p>\n\n\n\n<p>E n\u00f3s que trabalhamos nesta industria do Contact Center, mais uma vez, temos um desafio \u201cbipolar\u201d: entregar cada vez um melhor servi\u00e7o e experi\u00eancia de Cliente atrav\u00e9s dos nossos Profissionais humanos e ao mesmo tempo automatizar o m\u00e1ximo e tornar essa experi\u00eancia semelhante \u00e0 proporcionada pelos humanos. Somos chamados a, simultaneamente, alargar o gap e a reduzir esse mesmo gap. Porque o fazemos com enorme entusiasmo e compromisso? Simples. Somos&nbsp;People-Centric.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00c9 evidente e inquestion\u00e1vel a evolu\u00e7\u00e3o das solu\u00e7\u00f5es de automatiza\u00e7\u00e3o nos \u00faltimos anos. Os RPAs, chatbots, machine learning, data science e data scientists e a Intelig\u00eancia Artificial (AI) vieram para ficar e s\u00e3o parte ativa na nossa realidade no Contacto com o Cliente. Os Clientes valorizam, e verbalizam esse sentimento, o atendimento realizado por agentes [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":4340,"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":[71,102],"tags":[174,164,165,169,147,199,178,154],"class_list":["post-4302","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-pt-pt","category-ladislau-batalha-pt-pt","tag-atendimento","tag-bots-pt-pt","tag-chatbots-pt-pt","tag-contact-center-pt-pt","tag-customer-experience","tag-cx","tag-relacionamento-com-cliente","tag-tendencias","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>People Centricity. 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He is Senior executive with a 20+ solid international career developed in multinational companies, with significant achievements working in Customer Experience, Customer Relationship Management, Customer Care and Remote Sales (Telemarketing, Websales and Service to Sales). Entrepreneurial, proactive, creative and result-oriented with a long history of success in restructuring initiatives, building customer care support systems and processing optimization, conducted in Europe, the Middle East and South America. Considerable experience working in global and multicultural environments. Significant and relevant experience across several industries: Telecom, Banks, Insurance, Retail, Hospitality and Fintech. Extensive experience driving and implementing selfcare and automation strategies (chat, mail, site, IVR, smartphones) at Etisalat, T-Mobile International, ZON, Vodafone, Nextel and Teleperformance. Several individual and services awards in different categories and countries. Highlighting the World\u2019s Best Sales Service and the Best Customer Service in Europe and the World and Industry Champion in Brazil and Portugal by the ContactCenterWorld Association.\",\"sameAs\":[\"linkedin.com\/in\/ladislau-batalha-812218\"],\"url\":\"https:\/\/cxblog.com\/pt-pt\/author\/ladislaubatalha\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"People Centricity. O caminho para a redu\u00e7\u00e3o do gap Homem-M\u00e1quina? | CXBlog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/cxblog.com\/pt-pt\/people-centricity-o-caminho-para-a-reducao-do-gap-homem-maquina\/","og_locale":"pt_PT","og_type":"article","og_title":"People Centricity. 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Highlighting the World\u2019s Best Sales Service and the Best Customer Service in Europe and the World and Industry Champion in Brazil and Portugal by the ContactCenterWorld Association.","sameAs":["linkedin.com\/in\/ladislau-batalha-812218"],"url":"https:\/\/cxblog.com\/pt-pt\/author\/ladislaubatalha\/"}]}},"_links":{"self":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/posts\/4302","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/comments?post=4302"}],"version-history":[{"count":0,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/posts\/4302\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/media\/4340"}],"wp:attachment":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/media?parent=4302"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/categories?post=4302"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/tags?post=4302"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}