{"id":6102,"date":"2014-10-16T08:45:39","date_gmt":"2014-10-16T06:45:39","guid":{"rendered":"http:\/\/www.tu-voz.com\/?p=6102"},"modified":"2022-03-10T15:02:28","modified_gmt":"2022-03-10T13:02:28","slug":"del-call-center-al-contact-center","status":"publish","type":"post","link":"https:\/\/tu-voz.com\/en\/del-call-center-al-contact-center\/","title":{"rendered":"Del call center al contact center"},"content":{"rendered":"<h2 style=\"text-align: justify;\"><a href=\"https:\/\/www.tu-voz.com\/wp-content\/uploads\/2014\/10\/contact-center.jpg\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignleft size-medium wp-image-6103\" alt=\"contact center\" src=\"https:\/\/www.tu-voz.com\/wp-content\/uploads\/2014\/10\/contact-center-300x257.jpg\" width=\"300\" height=\"257\" srcset=\"https:\/\/tu-voz.com\/wp-content\/uploads\/2014\/10\/contact-center-300x257.jpg 300w, https:\/\/tu-voz.com\/wp-content\/uploads\/2014\/10\/contact-center.jpg 350w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a>La integraci\u00f3n de todos los canales de comunicaci\u00f3n con el cliente en una misma plataforma<\/h2>\n<p style=\"text-align: justify;\">El concepto de <a href=\"https:\/\/tu-voz.com\/en\/la-relacion-entre-call-center-y-empresa-debe-fluir\/\" target=\"_blank\" rel=\"noopener\">call center<\/a> que llega hasta nuestros d\u00edas va quedando atr\u00e1s dando paso al denominado <b><a href=\"https:\/\/tu-voz.com\/en\/4-ideas-para-combatir-la-presion-en-los-contact-center\/\" target=\"_blank\" rel=\"noopener\">contact center<\/a>, la plataforma que engloba varios canales de comunicaci\u00f3n con el cliente adem\u00e1s del tel\u00e9fono. <\/b><\/p>\n<p style=\"text-align: justify;\">Los medios sociales han irrumpido en todos los aspectos de la vida cotidiana, incluida la manera en la que los clientes se relacionan con las marcas o, al menos, esperan poder hacerlo, por ello, <b>incluir estos canales en los centros de contacto es una prioridad<\/b>.<!--more--> Las empresas son cada vez m\u00e1s conscientes de esto, por ello a d\u00eda de hoy, es raro ver que una empresa no tenga presencia ni en una sola de las m\u00faltiples redes sociales. Sin embargo, la gran mayor\u00eda de las marcas que s\u00ed est\u00e1n en redes sociales, <b>no conciben este canal como un espacio<\/b> en el que todos los agentes participantes tienen el mismo poder y capacidad de participaci\u00f3n. Las compa\u00f1\u00edas con presencia en redes sociales, las utilizan para compartir contenido propio, lanzar promociones, etc., pero <b>muy pocas las usan como un canal m\u00e1s para comunicarse con sus clientes. <\/b><\/p>\n<p style=\"text-align: justify;\">Esto est\u00e1 cambiando o al menos <b>debe cambiar en un corto periodo de tiempo<\/b>, pues seg\u00fan DGM Consulting, \u201c<b>En 2018 el volumen de interacciones de clientes con empresas a trav\u00e9s de redes sociales igualar\u00e1 a las llamadas telef\u00f3nicas<\/b>\u201d. As\u00ed pues, las redes sociales adquieren peso en los <a href=\"https:\/\/tu-voz.com\/en\/habilidades-sociales-necesarias-en-un-contact-center\/\" target=\"_blank\" rel=\"noopener\">contact center<\/a>, que lejos de los call center de <a href=\"https:\/\/tu-voz.com\/en\/la-recepcion-de-llamadas\/\" target=\"_blank\" rel=\"noopener\">recepci\u00f3n y emisi\u00f3n de llamadas<\/a>, deben ser <b>capaces de ofrecer y gestionar una <a href=\"https:\/\/tu-voz.com\/en\/la-recepcion-de-llamadas\/\" target=\"_blank\" rel=\"noopener\">atenci\u00f3n al cliente multicanal<\/a>. <\/b><\/p>\n<h3 style=\"text-align: justify;\">Un contact center integra dos grandes caracter\u00edsticas que lo definen:<\/h3>\n<p style=\"text-align: justify;\">&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <b>Integraci\u00f3n de todos los canales de comunicaci\u00f3n<\/b>. A trav\u00e9s del contact center, el seguimiento de los clientes se realiza desde una perspectiva global, pues las interacciones de un mismo cliente a trav\u00e9s de diferentes canales quedan reunidas en un mismo espacio, por lo que es <b>m\u00e1s sencillo controlar las necesidades del cliente y por consecuente ofrecerle un mejor servicio.<\/b><\/p>\n<p style=\"text-align: justify;\">&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <b>Gesti\u00f3n y an\u00e1lisis de datos. <\/b>La atenci\u00f3n al cliente, adem\u00e1s de atender al cliente, valga la redundancia, es una fuente de informaci\u00f3n para cualquier empresa, pues \u00bfqu\u00e9 mejor informaci\u00f3n que la que nos brindan nuestros propios clientes de primera mano? Disponer de los recursos necesarios para evaluar toda esta informaci\u00f3n: registrar cada interacci\u00f3n, medir los tiempos de respuesta, etc. es fundamental para <b>conocer c\u00f3mo se lleva a cabo el servicio y qu\u00e9 aspectos deben mejorarse. \u00a0<\/b><\/p>\n<p style=\"text-align: justify;\">Adaptarse a las nuevas necesidades del cliente para seguir siendo competitivo pasa por <b>atender a los clientes a trav\u00e9s de los medios que ellos demandan<\/b>, y en \u00e9stos se incluyen las redes sociales.<\/p>","protected":false},"excerpt":{"rendered":"<p>La integraci\u00f3n de todos los canales de comunicaci\u00f3n con el cliente en una misma plataforma El concepto de call center [&hellip;]<\/p>","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[89,92],"tags":[],"class_list":["post-6102","post","type-post","status-publish","format-standard","hentry","category-outsourcing","category-comunicacion-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - 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