{"id":391347,"date":"2020-01-30T05:45:04","date_gmt":"2020-01-30T13:45:04","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-es\/introduccion-a-webex-experience-management-analisis-de-recorrido-con-tecnologia-de-ia-transforman-experiencias-de-clientes-y-agentes\/"},"modified":"2020-01-30T05:45:04","modified_gmt":"2020-01-30T13:45:04","slug":"introduccion-a-webex-experience-management-analisis-de-recorrido-con-tecnologia-de-ia-transforman-experiencias-de-clientes-y-agentes","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/es\/experiencia-del-cliente\/introduccion-a-webex-experience-management-analisis-de-recorrido-con-tecnologia-de-ia-transforman-experiencias-de-clientes-y-agentes\/","title":{"rendered":"Introducci\u00f3n a webex Experience Management: An\u00e1lisis de recorrido ..."},"content":{"rendered":"<p>Imagine intentar construir una relaci\u00f3n m\u00e1s profunda con una persona sobre la que no sabe nada. Sus likes, sus rechazos y experiencias pasadas. Ser\u00eda dif\u00edcil si no fuera imposible. Sin embargo, esto es lo que les gusta a sus empleados de primera l\u00ednea todos los d\u00edas a medida que intentan establecer relaciones con sus clientes.<\/p>\n<p> Todos est\u00e1n hablando de mejorar la experiencia del cliente (M\u00c1S LESC). Pero, \u00bfqu\u00e9 significa realmente esto? Significa cumplir con las promesas que les haga a sus clientes. Significa comprender la brecha entre lo que esperan sus clientes y lo que en realidad est\u00e1n recibiendo. Esto significa conocerlas, sus necesidades y satisfacerlas.<\/p>\n<h2><span><br \/>\n  <strong>Presentaci\u00f3n de Webex Experience Management (anteriormente, Cloud Refiner\u00eda)<\/strong><br \/>\n<\/span><\/h2>\n<p>La pasada ca\u00edda <a href=\"https:\/\/www.cisco.com\/go\/cc\">, Cisco<\/a> complet\u00f3 su adquisici\u00f3n de Cloud Refiner\u00eda, la empresa que cofund\u00e9 en 2014. Y hoy estoy encantado de presentar Webex Experience Management como la primera soluci\u00f3n de gesti\u00f3n de experiencia del cliente (CEM) de Cisco.  <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Administraci\u00f3n de la experiencia de Webex<\/a> es una soluci\u00f3n DE CEM en la nube con tecnolog\u00eda de IA de pr\u00f3xima generaci\u00f3n que mejora las experiencias del cliente al brindar a las empresas una perspectiva mayor a lo largo de todo el recorrido del cliente, mediante la asignaci\u00f3n de sus experiencias en todos los puntos t\u00e1ctiles de la organizaci\u00f3n, la consolidaci\u00f3n de los datos que una vez se utilizaron en el silo y el uso del an\u00e1lisis anal\u00edtico para tomar decisiones informadas sobre c\u00f3mo mejorar proactivamente esas experiencias para que creen resultados comerciales positivos.<\/p>\n<p>A\u00fan m\u00e1s emocionante, incorporamos estas capacidades de forma exclusiva directamente en el escritorio del centro de contacto, lo que otorga a los agentes y supervisores datos de sentimiento de los clientes en tiempo real, que les proporcionan una imagen redondeada de la manera en que los clientes se sienten y hacen lo que est\u00e1n haciendo. Esto ayuda a los agentes a personalizar realmente su compromiso con el cliente, y ayuda a la administraci\u00f3n a predecir el impacto que pueden tener los cambios o las mejoras de la organizaci\u00f3n (por ejemplo, en el servicio del personal) en la experiencia del cliente (NPS\/CSAT\/CES) y en el negocio (ingresos). Este es solo el comienzo de la forma en que ayudaremos a las organizaciones a aprovechar din\u00e1micamente los sentimientos de los clientes en tiempo real para lograr relaciones m\u00e1s grandes, obtener mayores puntuaciones de SISTEMA PERSONAL y mejorar los resultados financieros.<\/p>\n<p> Por ejemplo, podr\u00eda ver desde los tweets de un cliente que han pasado por una situaci\u00f3n diferente. Su \u00faltima interacci\u00f3n de chat present\u00f3 que han frustrado el soporte impersonal en el pasado. Si est\u00e1 equipado proactivamente con esta informaci\u00f3n, est\u00e1 mucho m\u00e1s facultado para proporcionar la mejor ayuda problem\u00e1tica que necesitan para ser un cliente leal.<\/p>\n<p> [ovp]6124458299001[\/ovp]<\/p>\n<h2><span><br \/>\n  <strong>Puntos destacados de la reuni\u00f3n<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong><\/strong> <strong><\/strong> Gesti\u00f3n del recorrido del cliente: escuche a sus clientes en 17 canales diferentes (por ejemplo, correo electr\u00f3nico, chat, Web) a lo largo de todo el camino, expondr\u00e1 y eval\u00fae \u00e1reas de mejora para impulsar la lealtad y aprovechar el Centro de contacto de Cisco para cerrar el bucle.<\/li>\n<li><strong>Comentarios <\/strong>: cree y personalice diversas \u00abpublicaciones auditivas\u00bb para sentimientos y comentarios (por ejemplo, respuestas de IVR\/correo electr\u00f3nico y encuestas de interceptaci\u00f3n web posteriores a la llamada para recopilar datos de los clientes).<\/li>\n<li><strong><\/strong> An\u00e1lisis profundo: deriva una relaci\u00f3n entre impulsores operativos, transacciones y experiencia (es decir, NPS, CSAT y ingresos) y utiliza an\u00e1lisis anal\u00edticos anal\u00edticos para modelar los KPI y el impacto financiero de las decisiones estrat\u00e9gicas.<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Capacidades clave<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong>Silos de puente y utilice los datos que tiene: Re\u00fane datos operativos (p. ej.: CRM, CRM, CRM) de diferentes silos<\/strong>en toda su organizaci\u00f3n para formar un \u00fanico sistema de registro de la experiencia del cliente.<\/li>\n<li><strong>Una vista del<\/strong>cliente: pase de un enfoque transaccional a una vista de todo el recorrido del cliente, identificando los puntos altos y bajos para que sus equipos internos puedan mejorar.<\/li>\n<li><strong>Micro recorridos y recorridos macro: compare diferentes idiomas (p. ej.: clientes que solo hacen compras en l\u00ednea) para comprender las diferencias<\/strong>en la experiencia a trav\u00e9s de m\u00faltiples recorridos. Cambie de macro a micro recorridos para investigar la experiencia.<\/li>\n<li><strong>An\u00e1lisis del recorrido<\/strong>: adquiera conocimientos pr\u00e1cticas en cada etapa del camino con recomendaciones y an\u00e1lisis predecibles de lo que impulsa el rendimiento financiero.<\/li>\n<li><strong>An\u00e1lisis profundo<\/strong>: prosiga en \u00e1reas espec\u00edficas por punto de contacto, etapa, profundidad o campa\u00f1a para visualizar el an\u00e1lisis de causas ra\u00edz y aplicar diversas herramientas estad\u00edsticas.<\/li>\n<li><strong>Consolas personalizadas: <\/strong>consolas personalizadas basadas en funciones con nuestra interfaz de punto y clic f\u00e1cil de usar.<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>\u00bfD\u00f3nde comienza?<\/strong><br \/>\n<\/span><\/h2>\n<p>Es m\u00e1s f\u00e1cil decir que crear una cultura centrada en el cliente.\u00a0 Comienza haciendo de UNIX una prioridad estrat\u00e9gica para su negocio y n\u00facleo para su cultura, tener acceso a todos los sistemas recopilando datos acerca de las experiencias de sus clientes con su empresa, y, por \u00faltimo, usted necesita la tecnolog\u00eda correcta para ayudarlo a llevar a la acci\u00f3n este conocimiento.<\/p>\n<p> Escuchar a sus clientes a lo largo de su recorrido es todo. Sin esto, usted est\u00e1 funcionando con m\u00e1s frecuencia desoy\u00e9ndose de sus necesidades y muchas veces se pierde por d\u00f3nde comenzar. Los datos de sentimiento son la nueva divisa en una econom\u00eda basada en experiencia.\u00a0 Una plataforma predictiva y basada en an\u00e1lisis previo lo ayuda a identificar y comprender qu\u00e9 impulsa la lealtad de los clientes, para que pueda tomar decisiones informadas y tomar medidas sobre c\u00f3mo mejorar sus experiencias. Combinar la Administraci\u00f3n de la experiencia de Webex con su centro de contacto es el primer paso l\u00f3gico de su camino para convertirse en una organizaci\u00f3n centrada en el cliente.<\/p>\n<p> Para obtener m\u00e1s informaci\u00f3n acerca de Administraci\u00f3n de experiencias de Webex, lea nuestro <a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\">libro electr\u00f3nico<\/a>.<\/p>\n<blockquote><p>Para obtener m\u00e1s informaci\u00f3n sobre las soluciones del Cisco Contact Center, visite nuestro sitio web.<a href=\"https:\/\/www.cisco.com\/go\/cc\">\u00a0<\/a><\/p><\/blockquote>\n<hr \/>\n<p><strong>M\u00e1s informaci\u00f3nLa<\/strong>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\">cartera del Centro de contacto de Cisco:<\/a><a href=\"https:\/\/blogs.cisco.com\/collaboration\/delivering-magical-customer-experiences-at-cisco-contact-center-summit-2019-and-beyond\">  experiencias de clientes y agentes revolucionando las experiencias de los clientes m\u00e1gicas\u00bfEntrega experiencias m\u00e1gicas del cliente en la Reuni\u00f3n del Centro de contacto de Cisco en 2019<\/a>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/your-contact-center-agents-journey-plays-acritical-role-in-customer-experience\">y m\u00e1s all\u00e1 de intercambiar su Centro de contacto? Todo comienza con el \u00abpaso a paso\u00bb de los agentes\u00a0<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La soluci\u00f3n de gesti\u00f3n de la experiencia del cliente basada en datos basada en inteligencia artificial (IA) de Cisco se combina con el centro de contacto para mejorar las experiencias del cliente en cada punto de contacto en su recorrido. <\/p>\n","protected":false},"author":5487,"featured_media":391348,"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-391347","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\/ 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