{"id":4519,"date":"2019-01-10T11:20:53","date_gmt":"2019-01-10T11:20:53","guid":{"rendered":"https:\/\/cxblog.com\/o-mundo-dos-contact-centers-a-fama-versus-proveito\/"},"modified":"2022-02-23T09:59:47","modified_gmt":"2022-02-23T09:59:47","slug":"o-mundo-dos-contact-centers-a-fama-versus-proveito","status":"publish","type":"post","link":"https:\/\/cxblog.com\/pt-pt\/o-mundo-dos-contact-centers-a-fama-versus-proveito\/","title":{"rendered":"O Mundo dos Contact Centers: a Fama versus Proveito"},"content":{"rendered":"\n<p class=\"has-text-color\" style=\"color:#f6c738\">Come\u00e7o este texto com uma men\u00e7\u00e3o ao meu querido Manuel Al\u00e7ada, que <a href=\"https:\/\/www.dn.pt\/opiniao\/opiniao-dn\/convidados\/interior\/marque-9-10418263.html\" target=\"_blank\" rel=\"noopener\">escreveu um artigo brilhante no DN<\/a>. O Manuel tem sido das vozes mais importantes na dignifica\u00e7\u00e3o e reconhecimento dos Contact Centers.<\/p>\n\n\n\n<p>A tem\u00e1tica \u00e9 antiga mas a mais relevante neste setor de Contact Centers e a reputa\u00e7\u00e3o que tem ganho ao longo dos anos, de trabalho prec\u00e1rio, sem qualidade, sem condi\u00e7\u00f5es.<\/p>\n\n\n\n<p>Trabalho nesta \u00e1rea h\u00e1 cerca de 20 anos e j\u00e1 conheci umas dezenas de empresas a operar neste mundo e de facto existem muitas realidades, mas a grande maioria apresenta qualidade e boas condi\u00e7\u00f5es de trabalho.<\/p>\n\n\n\n<p>A verdade \u00e9 que quando amigos me abordam sobre uma experi\u00eancia telef\u00f3nica recente, a mensagem \u00e9 sempre negativa. Mas quantas experi\u00eancias positivas tivemos ao longo da vida, e que n\u00e3o partilh\u00e1mos? Ser\u00e1 que este setor n\u00e3o cumpre com as exig\u00eancias ou simplesmente tornamo-nos muito mais exigentes e de facto \u00e9 ao canal telef\u00f3nico que mais recorremos?<\/p>\n\n\n\n<p>&#8220;E para isso o apoio \u00e0s pessoas que trabalham num Contact Center tem de ser constante&#8221;<\/p>\n\n\n\n<p>Bons profissionais e maus profissionais existem em todos os setores, e com certeza j\u00e1 tivemos muitas m\u00e1s experi\u00eancias na restaura\u00e7\u00e3o, na constru\u00e7\u00e3o civil, entre outros. No entanto, o Contact Center \u00e9 sempre o bode expiat\u00f3rio.<\/p>\n\n\n\n<p>Podemos melhorar? Claro, qualquer um pode e ainda h\u00e1 um caminho a percorrer. Mas esse caminho deve ser auxiliado pela legisla\u00e7\u00e3o, pelos clientes, pelas empresas.Podemos come\u00e7ar por algo t\u00e3o simples como elogiar! Numa experi\u00eancia de cliente cada vez mais marcada pelos \u201creviews\u201d podemos passar a partilhar as boas experi\u00eancias. J\u00e1 li muitos artigos de opini\u00e3o sobre a m\u00e1 experi\u00eancia de algu\u00e9m quando ligou para um Contact Center ou as m\u00e1s condi\u00e7\u00f5es que determinado colaborador teve a trabalhar num Contact Center. E todas as boas experi\u00eancias? Todos os sorrisos, esp\u00edrito de equipa e companheirismo que vejo nestas opera\u00e7\u00f5es?<\/p>\n\n\n\n<p>E depois continuar a evoluir como at\u00e9 aqui, apostando cada vez mais nas pessoas, nas vozes que falam com todos n\u00f3s, que nos ajudam, aguentam o nosso mau humor, a nossa impaci\u00eancia.<\/p>\n\n\n\n<p>E para isso o apoio \u00e0s pessoas que trabalham num Contact Center tem de ser constante. Desde a forma\u00e7\u00e3o inicial \u00e0 forma\u00e7\u00e3o cont\u00ednua, \u00e0 compreens\u00e3o do papel t\u00e3o importante que desempenham numa determinada organiza\u00e7\u00e3o. E fornecer-lhes ferramentas que os ajudem na sua fun\u00e7\u00e3o, motiva\u00e7\u00e3o para aguentar a press\u00e3o e reconhecimento, por tudo o que de bom fazem.J\u00e1 o disse v\u00e1rias vezes, acredito que mesmo numa era cada mais digital, n\u00e3o \u00e9 t\u00e3o cedo que vamos deixar de recorrer frequentemente ao telefone para resolver os nossos temas sejam de servi\u00e7os, banca, sa\u00fade, viagens.<\/p>\n\n\n\n<p>&#8220;Mas a verdade \u00e9 que n\u00e3o vivemos sem este mundo&#8221;<\/p>\n\n\n\n<p>Est\u00e1 na hora de mudar a imagem que existe, uma opini\u00e3o tantas vezes contada que se tornou verdade. Mas a verdade \u00e9 que n\u00e3o vivemos sem este mundo, o Mundo dos Contact Centers. E n\u00e3o queremos uma m\u00e1 fama quando todos tiramos o proveito do bom servi\u00e7o que se presta nesta \u00e1rea.<\/p>\n\n\n\n<p>Obrigada Manuel Al\u00e7ada&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Come\u00e7o este texto com uma men\u00e7\u00e3o ao meu querido Manuel Al\u00e7ada, que escreveu um artigo brilhante no DN. O Manuel tem sido das vozes mais importantes na dignifica\u00e7\u00e3o e reconhecimento dos Contact Centers. A tem\u00e1tica \u00e9 antiga mas a mais relevante neste setor de Contact Centers e a reputa\u00e7\u00e3o que tem ganho ao longo dos [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":4520,"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":[77,71],"tags":[],"class_list":["post-4519","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ana-rita-simoes-pt-pt","category-contact-center-pt-pt","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>O Mundo dos Contact Centers: a Fama versus Proveito | 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\/pt-pt\/o-mundo-dos-contact-centers-a-fama-versus-proveito\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O Mundo dos Contact Centers: a Fama versus Proveito\" \/>\n<meta property=\"og:description\" content=\"Come\u00e7o este texto com uma men\u00e7\u00e3o ao meu querido Manuel Al\u00e7ada, que escreveu um artigo brilhante no DN. 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