{"id":382699,"date":"2020-09-17T12:10:02","date_gmt":"2020-09-17T19:10:02","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/atualizacao-mensal-aumente-seu-net-promoter-score-e-a-colaboracao-no-local-de-trabalho-com-as-solucoes-do-centro-de-contatos-cisco\/"},"modified":"2020-09-17T12:10:02","modified_gmt":"2020-09-17T19:10:02","slug":"atualizacao-mensal-aumente-seu-net-promoter-score-e-a-colaboracao-no-local-de-trabalho-com-as-solucoes-do-centro-de-contatos-cisco","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/atualizacao-mensal-aumente-seu-net-promoter-score-e-a-colaboracao-no-local-de-trabalho-com-as-solucoes-do-centro-de-contatos-cisco\/","title":{"rendered":"Atualiza\u00e7\u00e3o mensal: Aumente seu Net Promoter Score e a ..."},"content":{"rendered":"<p><span><br \/>\n  <strong>Manter a melhor experi\u00eancia do cliente<\/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\">M\u00eas passado,<\/a> eu trouxe algumas novidades interessantes do Centro de Contatos Webex, nosso premiado servi\u00e7o de centro de contatos (CCaaS) para empreendimentos de todos os tamanhos.<\/p>\n<p>Neste m\u00eas, temos aperfei\u00e7oamentos no <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Webex Experience Management<\/a>, a solu\u00e7\u00e3o em nuvem de gest\u00e3o de experi\u00eancia com IA\/ML, que ajuda as empresas a entenderem a jornada do cliente por todos os pontos de contato com a organiza\u00e7\u00e3o, permitindo-lhes promover melhorias que aumentam a satisfa\u00e7\u00e3o e a reten\u00e7\u00e3o de clientes. <\/p>\n<p>Com a maioria das intera\u00e7\u00f5es entre clientes e empresas acontecendo na Internet hoje em dia, a experi\u00eancia do cliente ganhou um novo significado. A consultoria de gest\u00e3o americana McKinsey concluiu que \u201co diferencial competitivo de uma empresa est\u00e1 em enxergar o mundo pelos olhos do cliente\u201d. Ouvir o cliente \u00e9 fundamental, mas agir com base no que ele diz \u00e9 ainda mais importante. O enfoque das melhorias deste m\u00eas est\u00e1 em ajudar o cliente a alcan\u00e7ar essas metas.<\/p>\n<p><span><br \/>\n  <strong>Estas s\u00e3o as novidades<\/strong><br \/>\n<\/span><\/p>\n<p><span><br \/>\n  <strong>Webex Experience Management integrado ao Webex Teams<\/strong><br \/>\n<\/span><\/p>\n<p>Ficou mais f\u00e1cil receber notifica\u00e7\u00f5es em tempo real quando o cliente fornece feedback de pesquisa, de modo a possibilitar o acompanhamento r\u00e1pido e o \u201cfechamento do ciclo\u201d do cliente. Como? Pela integra\u00e7\u00e3o do Webex Experience Management com o Webex Teams. J\u00e1 \u00e9 poss\u00edvel definir notifica\u00e7\u00f5es de alerta por e-mail, SMS, entre outros, mas, com a nova integra\u00e7\u00e3o do Webex Teams, passa a ser poss\u00edvel receber uma mensagem do Teams sempre que houver um ru\u00eddo, como uma avalia\u00e7\u00e3o negativa do cliente.<\/p>\n<p>Tamb\u00e9m \u00e9 poss\u00edvel usar a integra\u00e7\u00e3o do Webex Teams para notificar as equipes que devem ser avisadas por motivos especiais, como avalia\u00e7\u00e3o positiva, ou coment\u00e1rios importantes, como cliente interessado em mais informa\u00e7\u00f5es sobre o produto. Isso melhora a colabora\u00e7\u00e3o na empresa, permitindo que indiv\u00edduos e equipes resolvam problemas rapidamente e os transforem em oportunidades de aumentar receitas e melhorar KPIs, como CSAT e 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>Omni-channel completo do Webex Experience Management<\/strong><br \/>\n<\/span><\/p>\n<p>Aprimoramos sua capacidade de entender a experi\u00eancia do cliente depois de uma intera\u00e7\u00e3o com a empresa pela introdu\u00e7\u00e3o de mais op\u00e7\u00f5es de canais para enviar pesquisas de satisfa\u00e7\u00e3o.<\/p>\n<p>Hoje, \u00e9 poss\u00edvel fazer pesquisa com o cliente em tempo real por meio de IVR, bem como usar uma abordagem do tipo \u201cdrip dispatch\u201d no SMS e e-mail ap\u00f3s chamada de voz. \u00c9 poss\u00edvel definir pesquisas p\u00f3s-chamada com base em p\u00fablico-alvo, bem como em nuances de neg\u00f3cios e transa\u00e7\u00f5es. No \u00faltimo lan\u00e7amento, adicionamos mais canais para entrada e sa\u00edda. Agora tamb\u00e9m \u00e9 poss\u00edvel pesquisar clientes por web chat e assinatura de e-mail, usando drip dispatch depois de intera\u00e7\u00e3o por chat ou e-mail, al\u00e9m de voz. O acr\u00e9scimo de op\u00e7\u00f5es de canais maximiza as taxas de respostas \u00e0 pesquisa e o feedback contextualizado, melhorando sua capacidade de saber mais sobre as necessidades e os gostos do cliente.<\/p>\n<p>Tamb\u00e9m adicionamos mais canais para quando o Webex Experience Management estiver integrado ao desktop do agente do centro de contatos. Agora, os agentes passam a ter acesso ao sentimento e \u00e0s experi\u00eancias de jornadas passadas nas intera\u00e7\u00f5es por chat e e-mail, al\u00e9m de intera\u00e7\u00f5es de voz com o cliente. Isso permite ao centro de contatos realmente entender como o cliente se sente, permitindo-lhe personalizar ainda mais a intera\u00e7\u00e3o.<\/p>\n<p>Estas novas capacidades do Webex Experience Management j\u00e1 est\u00e3o dispon\u00edveis aos clientes que usam Cisco Webex Contact Center Enterprise e Unified Contact Center Enterprise.<\/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=\"Omni-channel completo do Webex XM\" width=\"640\" height=\"360\" \/><p id=\"caption-attachment-338562\" class=\"wp-caption-text\">Jornada de experi\u00eancia do cliente no desktop do agente<\/p><\/div>\n<p><span><br \/>\n  <strong>Grava\u00e7\u00e3o est\u00e9reo com Webex Contact Center \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\">O Webex Contact Center<\/a> agora d\u00e1 suporte \u00e0 grava\u00e7\u00e3o est\u00e9reo de conversas entre o agente e o cliente, possibilitando a distin\u00e7\u00e3o clara de quem est\u00e1 falando e a aplica\u00e7\u00e3o da an\u00e1lise sofisticada de voz para detec\u00e7\u00e3o do sentimento do cliente e treinamento do agente, melhorando as experi\u00eancias de atendimento. \u00a0Esse novo recurso pode ser aproveitado pelas solu\u00e7\u00f5es de grava\u00e7\u00e3o de voz e otimiza\u00e7\u00e3o de for\u00e7a de trabalho utilizadas no centro de contatos.<\/p>\n<p><span><br \/>\n  <strong>Novos Data Centers para o Canad\u00e1 proporcionam resid\u00eancia segura de dados no pa\u00eds<\/strong><br \/>\n<\/span><\/p>\n<p>Expandimos as op\u00e7\u00f5es de resid\u00eancia de dados para Webex Contact Center e <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/webex-calling\/index.html\">Webex Calling<\/a> no Canad\u00e1. Para os clientes canadenses, isso significa que dados de configura\u00e7\u00e3o, registros de dados de chamadas, grava\u00e7\u00f5es de chamadas e dados de relat\u00f3rios podem ser todos armazenados e mantidos protegidos no pr\u00f3prio pa\u00eds, o que \u00e9 especialmente importante frente \u00e0s regulamenta\u00e7\u00f5es r\u00edgidas de privacidade de dados aplicadas no Canad\u00e1.<\/p>\n<p><span><br \/>\n  <strong>O que vem a seguir?<\/strong><br \/>\n<\/span><\/p>\n<p>N\u00e3o deixe de acessar o blog m\u00eas que vem, pois vou destacar novos recursos que melhorar\u00e3o a conformidade, a resili\u00eancia e a administra\u00e7\u00e3o dos centros de contatos.<\/p>\n<blockquote><p>Para saber mais sobre o Webex Experience Management, leia o <a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\/?ccid=cc001193&#038;oid=ebkco020248\">ebook<\/a>. Para saber mais sobre as solu\u00e7\u00f5es do centro de contatos em nuvem da Cisco, visite o\u00a0<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">site<\/a>.<\/p><\/blockquote>\n<p><strong>Saiba mais<\/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 m\u00eas, introduzimos melhorias no Webex Experience Management que ajudam as empresas a entender a jornada do cliente por todos os pontos de contato, permitindo-lhes implantar melhorias que contribuam ao aumento da satisfa\u00e7\u00e3o e reten\u00e7\u00e3o do cliente.<\/p>\n","protected":false},"author":5501,"featured_media":382700,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[4278],"class_list":["post-382699","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-colaboracao","category-experiencia-do-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>Atualiza\u00e7\u00e3o mensal: Aumente seu Net Promoter Score e a colabora\u00e7\u00e3o no local de trabalho com as Solu\u00e7\u00f5es do Centro de Contatos 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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