{"id":382701,"date":"2020-09-17T12:10:02","date_gmt":"2020-09-17T19:10:02","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-es\/actualizacion-mensual-mejore-sus-net-promoter-scores-y-la-colaboracion-en-el-lugar-de-trabajo-con-las-soluciones-del-centro-de-contacto-de-cisco\/"},"modified":"2020-09-17T12:10:02","modified_gmt":"2020-09-17T19:10:02","slug":"actualizacion-mensual-mejore-sus-net-promoter-scores-y-la-colaboracion-en-el-lugar-de-trabajo-con-las-soluciones-del-centro-de-contacto-de-cisco","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/es\/experiencia-del-cliente\/actualizacion-mensual-mejore-sus-net-promoter-scores-y-la-colaboracion-en-el-lugar-de-trabajo-con-las-soluciones-del-centro-de-contacto-de-cisco\/","title":{"rendered":"Actualizaci\u00f3n mensual: Mejore sus Net Promoter Scores y la ..."},"content":{"rendered":"<p><span><br \/>\n  <strong>Mantener la experiencia del cliente como prioridad<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\">El mes pasado,<\/a> compart\u00ed algunas nuevas capacidades sorprendentes con el Centro de contacto de Webex, nuestro centro de contacto galardonado como servicio (CCaaS) para centros de contacto peque\u00f1os y grandes.<\/p>\n<p>Este mes, presentaremos mejoras para <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Webex Experience Management<\/a>, nuestra soluci\u00f3n de administraci\u00f3n de experiencias con IA\/ML basada en la nube, que ayudan a las empresas a comprender los recorridos de sus clientes en todos los puntos de contacto de la organizaci\u00f3n para que puedan implementar mejoras que aumenten la satisfacci\u00f3n del cliente y disminuyan la rotaci\u00f3n.<\/p>\n<p>Dado que en la actualidad la mayor\u00eda de las interacciones entre clientes y empresas suceden en l\u00ednea, la experiencia del cliente cobr\u00f3 un nuevo significado. La firma de consultor\u00eda gerencial estadounidense McKinsey lleg\u00f3 a la conclusi\u00f3n de que la \u201cventaja competitiva de una empresa radica en mirar el mundo a trav\u00e9s de los ojos del cliente\u201d. Escuchar a nuestros clientes es fundamental, pero tomar medidas en funci\u00f3n de lo que nos dicen es mucho m\u00e1s importante. Las mejoras de este mes se centran en ayudar a nuestros clientes a alcanzar estas metas.<\/p>\n<p><span><br \/>\n  <strong>Estas son las novedades<\/strong><br \/>\n<\/span><\/p>\n<p><span><br \/>\n  <strong>Webex Experience Management integrado con Webex\u00a0Teams<\/strong><br \/>\n<\/span><\/p>\n<p>Ahora es m\u00e1s f\u00e1cil recibir notificaciones en tiempo real cuando los clientes proporcionan comentarios de la encuesta, para que pueda realizar un seguimiento r\u00e1pido y \u201ccerrar el c\u00edrculo\u201d con sus clientes. \u00bfC\u00f3mo? Mediante la integraci\u00f3n de Webex Experience Management con Webex\u00a0Teams. Ya puede configurar notificaciones de alerta por correo electr\u00f3nico, SMS y mucho m\u00e1s, y con la nueva integraci\u00f3n de Webex\u00a0Teams, puede recibir autom\u00e1ticamente un mensaje de Teams cada vez que haya un evento, como la rese\u00f1a negativa de un cliente.<\/p>\n<p>Tambi\u00e9n puede usar la integraci\u00f3n de Webex\u00a0Teams para notificar a los equipos que deben recibir una alerta por motivos espec\u00edficos, como una rese\u00f1a positiva o un comentario importante de un cliente que est\u00e1 interesado en obtener m\u00e1s informaci\u00f3n sobre un producto. Esto permite mejorar la colaboraci\u00f3n entre empresas y permite que las personas y los equipos aborden r\u00e1pidamente el problema y lo conviertan en una oportunidad para aumentar los ingresos y mejorar los KPI, como CSAT y NPS.<\/p>\n<p><iframe loading=\"lazy\" title=\"Improving customer experience with Webex Experience Management and Webex Teams\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Mg3wuRK3OXo?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><span><br \/>\n  <strong>Webex Experience Management de omnicanal completo<\/strong><br \/>\n<\/span><\/p>\n<p>Mejoramos su capacidad de comprender las experiencias de los clientes despu\u00e9s de que interact\u00faan con su empresa mediante la incorporaci\u00f3n de m\u00e1s opciones de canal para brindar encuestas a sus clientes.<\/p>\n<p>En la actualidad, puede encuestar a sus clientes en tiempo real a trav\u00e9s de la IVR y mediante env\u00edos en peque\u00f1a cantidad por SMS y correo electr\u00f3nico despu\u00e9s de una llamada de voz. Tambi\u00e9n puede configurar encuestas posteriores a la llamada en funci\u00f3n de la audiencia o empresa objetivo y los eventos de transacci\u00f3n. En la versi\u00f3n m\u00e1s reciente, agregamos m\u00e1s canales para entrada y salida. Ahora, tambi\u00e9n puede encuestar a los clientes por chat web y en la firma del correo electr\u00f3nico mediante env\u00edos en peque\u00f1a cantidad despu\u00e9s de una interacci\u00f3n por chat o correo electr\u00f3nico, adem\u00e1s de las llamadas de voz. La incorporaci\u00f3n de m\u00e1s opciones de canal maximiza el \u00edndice de respuesta a la encuesta y los comentarios contextuales, y mejora su capacidad de obtener m\u00e1s informaci\u00f3n sobre las necesidades, y lo que le agrada y desagrada a los clientes.<\/p>\n<p>Tambi\u00e9n incorporamos m\u00e1s canales cuando se integra Webex Experience Management en el escritorio del agente del centro de contacto. Los agentes ahora pueden ver posturas de los clientes y experiencias pasadas de interacciones por chat o correo electr\u00f3nico, adem\u00e1s de interacciones por voz con el cliente. Esto permite que el centro de contacto comprenda verdaderamente c\u00f3mo se siente el cliente y pueda personalizar incluso m\u00e1s su interacci\u00f3n con el cliente.<\/p>\n<p>Estas nuevas capacidades de Webex Experience Management est\u00e1n disponibles actualmente para los clientes que usan el Centro de contacto empresarial de Cisco\u00a0Webex y el Centro de contacto empresarial de Unified.<\/p>\n<div id=\"attachment_338562\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-338562\" class=\"wp-image-338562 size-large\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-1024x576.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-300x169.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-768x432.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-1024x576.png 1024w\" alt=\"Webex\u00a0XM de omnicanal completo\" width=\"640\" height=\"360\" \/><p id=\"caption-attachment-338562\" class=\"wp-caption-text\">Recorrido de experiencia del cliente en el escritorio del agente<\/p><\/div>\n<p><span><br \/>\n  <strong>Grabaci\u00f3n de est\u00e9reo con el Centro de contacto de Webex \u00a0<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">El Centro de contacto de Webex<\/a> ahora admite la grabaci\u00f3n est\u00e9reo para conversaciones entre el agente y el cliente, lo que permite distinguir claramente qui\u00e9n est\u00e1 hablando y aplicar an\u00e1lisis de voz sofisticados para la detecci\u00f3n de posturas del cliente y la capacitaci\u00f3n de los agentes, con el fin de mejorar las experiencias del cliente. \u00a0Esta nueva capacidad puede aprovecharse en las soluciones de grabaci\u00f3n de llamadas y optimizaci\u00f3n de la fuerza de trabajo utilizadas por el centro de contacto.<\/p>\n<p><span><br \/>\n  <strong>Nuevos centros de datos para Canad\u00e1 proporcionan una residencia de datos local segura<\/strong><br \/>\n<\/span><\/p>\n<p>Ampliamos las opciones de residencia de datos para el Centro de contacto de Webex y <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/webex-calling\/index.html\">Webex\u00a0Calling<\/a> en Canad\u00e1. Para los clientes canadienses, esto significa que los datos de configuraci\u00f3n, los registros de datos de llamadas, las grabaciones de llamadas y los datos de informes pueden almacenarse y mantenerse de forma segura dentro de su regi\u00f3n, lo que es especialmente importante para las estrictas regulaciones sobre la privacidad de los datos de Canad\u00e1.<\/p>\n<p><span><br \/>\n  <strong>\u00bfQu\u00e9 es lo que sigue?<\/strong><br \/>\n<\/span><\/p>\n<p>Est\u00e9 atento al blog del pr\u00f3ximo mes en el que destacar\u00e9 las nuevas caracter\u00edsticas que mejoran el cumplimiento, la resiliencia y la administraci\u00f3n del centro de contacto.<\/p>\n<blockquote><p>Para obtener m\u00e1s informaci\u00f3n sobre Webex Experience Management, lea nuestro <a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\/?ccid=cc001193&#038;oid=ebkco020248\">libro electr\u00f3nico<\/a>. Para obtener m\u00e1s informaci\u00f3n sobre las soluciones de centro de contacto en la nube de Cisco, visite nuestro\u00a0<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">sitio web<\/a>.<\/p><\/blockquote>\n<p><strong>M\u00e1s informaci\u00f3n<\/strong><\/p>\n<p>https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n<p>https:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center<\/p>\n<p>\u00a0<\/p>\n<p>https:\/\/blogs.cisco.com\/collaboration\/better-than-being-there-with-webex-and-enabling-teachers-to-inspire-students-with-hybrid-learning<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Este mes, presentaremos mejoras para Webex Experience Management que ayudan a las empresas a comprender los recorridos de sus clientes en todos los puntos de contacto para que puedan implementar mejoras que aumenten la satisfacci\u00f3n del cliente y disminuyan la rotaci\u00f3n.<\/p>\n","protected":false},"author":5501,"featured_media":382702,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5293,1567],"tags":[4278],"class_list":["post-382701","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-colaboracion","category-experiencia-del-cliente","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Actualizaci\u00f3n mensual: Mejore sus Net Promoter Scores y la colaboraci\u00f3n en el lugar de trabajo con las soluciones del Centro de contacto de Cisco | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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Wiener","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","caption":"David Wiener"},"description":"David Wiener is the Senior Director of Product Management, Contact Center &amp; Artificial Intelligence for Cisco\u2019s Collaboration portfolio. 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