{"id":20765,"date":"2021-07-16T14:39:09","date_gmt":"2021-07-16T21:39:09","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/como-os-centros-de-contatos-em-nuvem-fortalecem-experiencias-agradaveis-para-o-cliente\/"},"modified":"2021-08-05T15:15:26","modified_gmt":"2021-08-05T22:15:26","slug":"como-os-centros-de-contatos-em-nuvem-fortalecem-experiencias-agradaveis-para-o-cliente","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/como-os-centros-de-contatos-em-nuvem-fortalecem-experiencias-agradaveis-para-o-cliente\/","title":{"rendered":"Como os centros de contatos em nuvem fortalecem experi\u00eancias ..."},"content":{"rendered":"<p>O centro de contato ideal oferece experi\u00eancias excelentes ao cliente com regularidade, por meio de seus canais de comunica\u00e7\u00e3o preferidos \u2013 seja por voz, e-mail, bate-papo, SMS ou redes sociais.<\/p>\n<p>Al\u00e9m disso, um conjunto de recursos moderno para centros de contato permitir\u00e1 que os agentes \u2013 e as empresas para as quais eles trabalham \u2013 aproveitem o poder dos servi\u00e7os baseados na nuvem, permitindo um tempo de entrada no mercado muito mais r\u00e1pido, al\u00e9m de flexibilidade e escalabilidade superiores em compara\u00e7\u00e3o com a infraestrutura no local.<\/p>\n<p>A <a href=\"https:\/\/www.marketsandmarkets.com\/Market-Reports\/cloud-based-contact-center-market-160166082.html\">previs\u00e3o<\/a> \u00e9 de que o mercado de centros de contatos em nuvem mundial cres\u00e7a para US$\u00a036,1\u00a0bilh\u00f5es at\u00e9 2025 a uma taxa de crescimento anual composta de 25,8%. Um dos principais motores desse crescimento cont\u00ednuo \u00e9 a versatilidade geral dos centros de contatos em nuvem.<\/p>\n<p>Mais especificamente, as plataformas dos centros de contatos em nuvem podem:<\/p>\n<ul>\n<li>Integrar facilmente canais como redes sociais e SMS para permitir que os clientes entrem em contato com voc\u00ea pelo canal de sua escolha.<\/li>\n<li>Conectar-se a ferramentas essenciais para os neg\u00f3cios, como as solu\u00e7\u00f5es de gest\u00e3o de relacionamento com o cliente (CRM).<\/li>\n<li>Ser modificadas conforme o crescimento ou as mudan\u00e7as na base de clientes da empresa.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.webex.com\/contact-center.html?utm_medium=Owned&#038;utm_source=Blog&#038;utm_channel=Blog&#038;utm_campaign=Ent_ContactCenter&#038;team=WW\">Os recursos do Webex Contact Center<\/a>, como suporte omnichannel e integra\u00e7\u00e3o com a CRM, oferecem \u00e0s empresas esses benef\u00edcios espec\u00edficos e muitos outros, proporcionando experi\u00eancias excepcionais para seus clientes.<\/p>\n<h2>Principais benef\u00edcios de um centro de contatos em nuvem<\/h2>\n<p>Os centros de contatos em nuvem oferecem uma experi\u00eancia abrangente e conveniente para agentes e clientes. Algumas das maiores vantagens incluem:<\/p>\n<p><strong>Produtividade e foco do agente<\/strong><\/p>\n<p>A necessidade de alternar aplicativos e contextos com frequ\u00eancia \u00e9 um grande problema de produtividade. Segundo o professor David E. Meyer, da Universidade de Michigan, alternar entre tarefas pode <a href=\"https:\/\/www.apa.org\/research\/action\/multitask\">diminuir a produtividade em at\u00e9 40%<\/a>.<\/p>\n<p>Por serem t\u00e3o bem integrados, os centros de contatos em nuvem permitem que os agentes n\u00e3o precisem ter essa preocupa\u00e7\u00e3o. Pontos de dados, como hist\u00f3ricos completos de intera\u00e7\u00e3o com o cliente, ficam dispon\u00edveis em uma interface consolidada, junto com informa\u00e7\u00f5es de CRMs.<\/p>\n<p>Tendo f\u00e1cil acesso a tudo o que \u00e9 necess\u00e1rio, os agentes podem atender melhor os clientes. Sobra mais tempo para se dedicar \u00e0 resolu\u00e7\u00e3o de problemas e menos para rastrear dados essenciais e contexto.<\/p>\n<p><strong>V\u00e1rias op\u00e7\u00f5es de comunica\u00e7\u00e3o para os clientes<\/strong><\/p>\n<p>Os centros de contato evolu\u00edram muito e deixaram de ser apenas destinos para liga\u00e7\u00f5es de clientes. Bate-papo, mensagens de texto, e-mail e mensagens por redes sociais agora tamb\u00e9m est\u00e3o profundamente interligados \u00e0 experi\u00eancia do cliente.<\/p>\n<p>Os recursos do centro de contatos em nuvem permitem que os clientes interajam em seus canais preferidos e alternem entre esses canais conforme a necessidade. Segundo a Gartner, <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2019-09-25-gartner-says-only-9--of-customers-report-solving-thei\">menos de 10% de todas as intera\u00e7\u00f5es com clientes<\/a> foram resolvidas apenas por meio de interfaces de autoatendimento at\u00e9 o final de 2019. Esse n\u00famero ressalta a import\u00e2ncia de dois fatores:<\/p>\n<ul>\n<li>Ter canais autom\u00e1ticos de autoatendimento com alta qualidade, como agentes virtuais inteligentes ou chatbots.<\/li>\n<li>Oferecer canais ao vivo que os clientes possam usar para continuar a intera\u00e7\u00e3o se precisarem de assist\u00eancia adicional al\u00e9m das op\u00e7\u00f5es de autoatendimento.<\/li>\n<\/ul>\n<p>Uma vez que os centros de contatos em nuvem s\u00e3o muito flex\u00edveis e escal\u00e1veis, eles podem conectar os clientes de forma mais confi\u00e1vel \u00e0 combina\u00e7\u00e3o de canais novos e tradicionais que podem ser necess\u00e1rios para resolver uma intera\u00e7\u00e3o. Por exemplo, uma chamada inicial pode levar a um acompanhamento por e-mail ou bate-papo. Esse fluxo de trabalho \u00e9 f\u00e1cil de configurar usando o Webex Contact Center.<\/p>\n<p><strong>Colabora\u00e7\u00e3o personaliz\u00e1vel e segura<\/strong><\/p>\n<p>Personalizar e dimensionar um centro de contato local pode ser muito complicado. Por outro lado, os centros de contatos em nuvem oferecem interfaces de programa\u00e7\u00e3o de aplicativos (APIs) simples e abertas para conect\u00e1-los a outros servi\u00e7os.<\/p>\n<p>Configurar uma integra\u00e7\u00e3o pode ser t\u00e3o f\u00e1cil quanto arrastar e soltar o Servi\u00e7o\u00a0A at\u00e9 o Servi\u00e7o\u00a0B. Ao mesmo tempo, essa flexibilidade da API n\u00e3o compromete a seguran\u00e7a geral da solu\u00e7\u00e3o do centro de contato.<\/p>\n<p>Na verdade, um dos principais recursos do Webex Contact Center \u00e9 a seguran\u00e7a de n\u00edvel empresarial. A colabora\u00e7\u00e3o permanece flex\u00edvel e ao mesmo tempo segura e compat\u00edvel.<\/p>\n<h2>Recursos importantes do Webex Contact Center para conhecer<\/h2>\n<p>Essas e outras vantagens s\u00e3o o resultado de v\u00e1rios recursos do Webex Contact Center. Algumas das principais funcionalidades incluem:<\/p>\n<p><strong>Comunica\u00e7\u00f5es omnichannel<\/strong><\/p>\n<p>O Webex Contact Center oferece suporte aos principais canais de comunica\u00e7\u00e3o, desde e-mail e bate-papo at\u00e9 voz e redes sociais. Al\u00e9m disso, esses canais s\u00e3o unificados, de forma que n\u00e3o h\u00e1 unidades de dados que causam atrasos e atendimentos ao cliente abaixo da m\u00e9dia.<\/p>\n<p>Para canais como e-mail e bate-papo, os fluxos de trabalho podem ser altamente automatizados gra\u00e7as a regras personaliz\u00e1veis sobre como rotear mensagens com base na linha de assunto. Agentes virtuais inteligentes conseguem responder a d\u00favidas dos clientes a qualquer hora e em qualquer dia.<\/p>\n<p><strong>Roteamento de chamadas e gerenciamento de fila autom\u00e1ticos<\/strong><\/p>\n<p>Al\u00e9m de gerenciar e-mails de forma cont\u00ednua e inteligente, o Webex Contact Center tamb\u00e9m oferece gerenciamento inteligente de chamadas e filas. Cada chamada de cliente \u00e9 roteada para o melhor agente com base na disponibilidade atual, habilidades e outros crit\u00e9rios ajust\u00e1veis.<\/p>\n<p>V\u00e1rias filas tamb\u00e9m podem ser criadas facilmente. As chamadas de cliente podem ser transmitidas em cascata para v\u00e1rios n\u00fameros de telefone e atribu\u00eddas a filas com base em conjuntos de habilidades espec\u00edficas.<\/p>\n<p><strong>Grava\u00e7\u00e3o de chamadas e capacidade de pesquisa<\/strong><\/p>\n<p>Gravar uma chamada \u00e9 \u00fatil para fins de treinamento e garantia de qualidade.<\/p>\n<p>Com o Webex Contact Center, uma chamada pode ser facilmente gravada e pesquisada posteriormente por agentes e supervisores. Essa capacidade de pesquisa permite que a equipe do centro de contato encontre as grava\u00e7\u00f5es por t\u00edtulo ou outros atributos.<\/p>\n<p><strong>Pain\u00e9is e relat\u00f3rios<\/strong><\/p>\n<p>Assim como a grava\u00e7\u00e3o de chamadas oferece informa\u00e7\u00f5es definitivas sobre o que ocorreu durante uma intera\u00e7\u00e3o com o cliente, os pain\u00e9is e relat\u00f3rios d\u00e3o informa\u00e7\u00f5es claras adicionais sobre a atividade do centro de contato.<\/p>\n<p>Os agentes podem ver as tend\u00eancias de curto e longo prazo. Os resultados das intera\u00e7\u00f5es com o cliente podem ser comparados aos resultados comerciais em um per\u00edodo de tempo similar.<\/p>\n<blockquote><p>Para saber mais sobre o <a href=\"https:\/\/www.webex.com\/contact-center.html?utm_medium=Owned&#038;utm_source=Blog&#038;utm_channel=Blog&#038;utm_campaign=Ent_ContactCenter&#038;team=WW\">Webex Contact Center<\/a> e os recursos e benef\u00edcios da plataforma, comece com uma <a href=\"https:\/\/www.webex.com\/dg\/contactcenter-0621.html?utm_medium=Owned&#038;utm_source=Blog&#038;utm_channel=Blog&#038;utm_campaign=Ent_ContactCenter&#038;team=WW#contactus\">demonstra\u00e7\u00e3o do centro de contatos em nuvem.<\/a><\/p><\/blockquote>\n<p><strong>Saiba mais<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/incorporacao-do-poder-dos-dados-nos-centros-de-contato-para-criar-superagentes\/\">A incorpora\u00e7\u00e3o do poder dos dados nos centros de contato para criar superagentes<\/a> [<a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/incorporacao-do-poder-dos-dados-nos-centros-de-contato-para-criar-superagentes\/\">Blog<\/a>]<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6816050707242856449\/\">O cen\u00e1rio din\u00e2mico da experi\u00eancia empresarial do cliente, pontos de vista de especialistas<\/a> [Webinar gravado]<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/superando-as-expectativas-com-as-solucoes-de-experiencia-do-cliente-webex\/\">A supera\u00e7\u00e3o das expectativas com as solu\u00e7\u00f5es de experi\u00eancia do cliente do Webex<\/a> [Blog]<\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">Cisco + IMImobile: A cria\u00e7\u00e3o do futuro da experi\u00eancia do cliente, juntos<\/a>\u00a0[Blog]<\/p>\n<p><a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>\u00a0[Site]<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex Contact Center<\/a>\u00a0[Webinar gravado]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Descubra como os recursos do Webex Contact Center, como o suporte a omnichannel e integra\u00e7\u00e3o com a CRM, ajudam a criar experi\u00eancias excelentes para os clientes.<\/p>\n","protected":false},"author":5420,"featured_media":18612,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1566],"tags":[15112],"class_list":["post-20765","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experiencia-do-cliente","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Como os centros de contatos em 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