{"id":384409,"date":"2020-04-07T08:29:23","date_gmt":"2020-04-07T15:29:23","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/a-pesquisa-do-centro-de-contatos-global-2020-da-cisco-revela-o-que-esta-na-mente-dos-lideres-do-centro-de-contatos\/"},"modified":"2020-04-07T08:29:23","modified_gmt":"2020-04-07T15:29:23","slug":"a-pesquisa-do-centro-de-contatos-global-2020-da-cisco-revela-o-que-esta-na-mente-dos-lideres-do-centro-de-contatos","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/a-pesquisa-do-centro-de-contatos-global-2020-da-cisco-revela-o-que-esta-na-mente-dos-lideres-do-centro-de-contatos\/","title":{"rendered":"A pesquisa do Centro de contatos global 2020 da Cisco revela o ..."},"content":{"rendered":"

Estamos vivendo em tempos extraordin\u00e1rios! A atual crise global teve um impacto s\u00e9rio nas nossas vidas, nos nossos neg\u00f3cios e, naturalmente, nos nossos clientes. As empresas est\u00e3o fazendo o poss\u00edvel para garantir que seus funcion\u00e1rios permane\u00e7am saud\u00e1vel e encontrando novas formas de gerenciar o aumento n\u00e3o antecipado de contatos de todos os contatos de seus clientes. \u00a0O centro de contatos est\u00e1 no centro desta nova realidade.<\/p>\n


\n Pesquisa global do Centro de contatos<\/strong>
\n<\/span><\/h2>\n

Portanto, isso tornou tudo mais importante para n\u00f3s compartilhar as principais descobertas da nossa recente pesquisa do centro de contatos<\/a>global. N\u00f3s fizemos uma parceria com a empresa de pesquisa de mercado Dynata, e visamos 700 tomadores de decis\u00f5es do centro de contatos, em sete pa\u00edses, abrangendo mais de 10 setores verticais.\u00a0 A pesquisa identificou “conhecimento incomum” que \u00e9 especialmente relevante hoje, pois os centros de contatos f\u00edsicos est\u00e3o sendo desligados, for\u00e7ando os funcion\u00e1rios a trabalhar de casa e a empresas um desafio a acompanharem as consultas dos clientes de maneiras novas e criativas.<\/p>\n

Assista ao nosso pequeno v\u00eddeo para ter uma vis\u00e3o geral r\u00e1pida da nossa<\/a> pesquisa.<\/p>\n


\n Principais Descobertas<\/strong>
\n<\/span><\/h2>\n


\n A transi\u00e7\u00e3o da nuvem est\u00e1 em total for\u00e7a.<\/strong>
\n<\/span> Vimos na nossa pesquisa que 62% planejam implementar um centro de contatos em nuvem nos pr\u00f3ximos 18 meses, ingando o que temos visto no mercado.\u00a0 Acreditamos que a ado\u00e7\u00e3o do centro de contatos em nuvem acelerar\u00e1 ainda mais com o <\/a> COVID-19 (mesmo depois dos 62% capturados na pesquisa). A nuvem tem v\u00e1rios benef\u00edcios, mas vamos come\u00e7ar com os mais relevantes dado \u00e0 crise global. A capacidade de escalar para cima e para baixo rapidamente \u00e9 relevante para a situa\u00e7\u00e3o de hoje em que mais agentes s\u00e3o urgentemente necess\u00e1rios para trabalhar a partir de locais \u00e0 dist\u00e2ncia. Muitas empresas est\u00e3o procurando a Cisco, procurando uma solu\u00e7\u00e3o r\u00e1pida para implantar um centro de contatos que oferece flexibilidade, agilidade e continuidade de neg\u00f3cios que somente a nuvem pode <\/a> fornecer.<\/p>\n


\n A experi\u00eancia do cliente \u00e9 claramente uma prioridade estrat\u00e9gica<\/strong> <\/span>para os tomadores de decis\u00f5es do centro de contatos. Isso \u00e9 esmaeado pela nossa estat\u00edstica de pesquisa, que afirma que mais da metade agora se reporta a um executivo de Experi\u00eancia do cliente (CX) – um aumento significativo das estruturas de relat\u00f3rios dos contact center tradicionais. Durante esses tempos in\u00e9ditos, estamos vendo muitas empresas se transformarem em modo de “crise”, ir al\u00e9m de para dar resposta aos seus clientes. \u00a0A tens\u00e3o na compra on-line exige que as empresas atualizem seus pontos de contato com a jornada do cliente e implementem op\u00e7\u00f5es de autoatendamento que resultam em melhores experi\u00eancias para clientes e <\/a> resultados de neg\u00f3cios.<\/p>\n


\n
\n
\n \"A
\n <\/a>Ia Intelligence (AI) \u00e9 essencial para incrementar o desempenho do centro de<\/strong> <\/span>contatos. 80% dos entrevistados concordam que a automa\u00e7\u00e3o e os bate-papos baseados em IA s\u00e3o essenciais para otimizar<\/a> suas opera\u00e7\u00f5es do centro de contatos. Estamos vendo essa tend\u00eancia sendo reproduzida com a situa\u00e7\u00e3o atual, onde as consultas recebidas dos clientes aumentaram para um n\u00edvel semelhante, que, em resposta, assistentes de voz inteligentes e bate-papos est\u00e3o sendo implantados como parte das estrat\u00e9gias de desvio de chamadas para tornar a carga de chamada mais gerenci\u00e1vel para agentes humanos. De acordo com nossa pesquisa, 70% dos centros de contatos tiveram volumes de chamada menores quando os chatbots s\u00e3o implantados. Isso \u00e9 significativo ao considerar o impacto econ\u00f4mico de carregar consultas simples, repetidas e menos criativas para um agente virtual inteligente, para que seus agentes humanos possam gastar o tempo certo com os clientes em consultas mais complexas para ajud\u00e1-los a chegar a uma resolu\u00e7\u00e3o no primeiro contato.<\/p>\n


\n A experi\u00eancia do agente tem um impacto direto na experi\u00eancia do cliente. <\/strong>
\n<\/span>74% dos entrevistados concorda que agentes satisfeitos criam clientes satisfeitos. Sabemos que a tecnologia desempenha um papel ativo na experi\u00eancia do agente e na satisfa\u00e7\u00e3o do trabalho. Tr\u00eas de quatro executivos do centro de contatos dizem que os problemas de tecnologia e processo s\u00e3o o maior desafio de seus agentes. Essa tend\u00eancia ser\u00e1 ampliada com mais recursos trabalhando de casa<\/a> todos os dias. As tecnologias de IA podem ser usadas para automatizar e melhorar os processos, e transformar seus agentes em “super agentes” preparando-os com respostas pr\u00e9-preenchidas em tempo real, ajudando-os a obter respostas mais rapidamente para os clientes e, ao mesmo tempo, melhorar seu conhecimento e produtividade.<\/p>\n


\n Os centros de contatos dependem de especialistas no assunto<\/span>(SME). <\/strong>2\/3 dos nossos respondentes da pesquisa est\u00e3o usando SMEs durante intera\u00e7\u00f5es com clientes. Essa \u00e9 uma tend\u00eancia positiva para os resultados de neg\u00f3cios e as experi\u00eancias dos agentes. A complexidade dos contatos recebidos com os agentes \u00e9 complicada, e \u00e9 imperativo que seus recursos (que agora est\u00e3o trabalhando de casa) n\u00e3o est\u00e3o envolvidos com o resto da sua organiza\u00e7\u00e3o. 70% dos entrevistados afirmaram que a comunica\u00e7\u00e3o ruim entre organiza\u00e7\u00f5es \u00e9 um problema significativo em seu centro de contatos.\u00a0 Anexe isso \u00e0 tecnologia do centro de contatos que est\u00e1 desconectada dos diret\u00f3rios da empresa, equipes, mensagens, finders de especializa\u00e7\u00e3o e outras ferramentas de comunica\u00e7\u00e3o, e o problema fica maior.<\/p>\n

A tend\u00eancia hoje \u00e9 ter todas as fun\u00e7\u00f5es de colabora\u00e7\u00e3o bem integradas dentro do centro de contatos dando aos agentes maior acesso a todos os recursos e intelig\u00eancia dentro da empresa, permitindo que eles encontrem, alcan\u00e7arem, consultarem e colaborarem com pessoas em tempo real, para que possam fornecer respostas o tempo real e precisas aos seus clientes no primeiro contato.<\/p>\n


\n A seguran\u00e7a e a privacidade de dados do cliente s\u00e3o os principais<\/strong> <\/span> desafios para os centros de contatos. Quando perguntado, 70% dos entrevistados escolheram seguran\u00e7a e privacidade como o maior desafio. O presente est\u00e1 colocando uma tens\u00e3o inesperada nas equipes de SEGURAN\u00c7A e IT que est\u00e3o sendo encarregados de fornecer suporte para um n\u00famero in\u00e9dito de funcion\u00e1rios fora do local e seus dispositivos.<\/a> Isso refor\u00e7a a import\u00e2ncia de manter-se com as tecnologias de seguran\u00e7a mais recentes, que s\u00e3o desenvolvidas para proteger a privacidade do cliente e permitir que os funcion\u00e1rios permane\u00e7am conectados \u00e0s suas equipes e opera\u00e7\u00f5es de neg\u00f3cios de qualquer lugar.<\/p>\n


\n Considera\u00e7\u00f5es finais<\/strong>
\n<\/span><\/h2>\n

A nova realidade de hoje refor\u00e7a a import\u00e2ncia da continuidade dos neg\u00f3cios e do planejamento de resili\u00eancia para que os centros de contatos possam operar com m\u00ednima interrup\u00e7\u00e3o durante hor\u00e1rios inesperados de amea\u00e7as e desastres. Embora essa crise vem com muitos desafios, ela tamb\u00e9m vem com novas oportunidades de pensar criativamente, impulsionando todos n\u00f3s a encontrar novas maneiras de trabalhar melhor juntas e melhorar a forma como atendemos nossos clientes.<\/p>\n

Para ver a pesquisa do Centro de contatos global, visite: cisco.com\/go\/contactcentersurvey Cisco \u00e9 identificada como l\u00edder no mundo do Centro de contatos inteligente de <\/a> Aragon 2020<\/strong>
\n<\/a><\/p>\n

Para saber mais sobre o Cisco Contact Center, visite o nosso site<\/a>.<\/p><\/blockquote>\n

\n

Saiba mais<\/strong> O que \u00e9 um centro de contatos em nuvem?<\/a><\/p>\n

A Cisco anuncia trabalho de home Webex Contact Center Implanta\u00e7\u00e3o r\u00e1pida Uma mensagem aos nossos clientes seus agentes podem trabalhar de casa com sua solu\u00e7\u00e3o do Centro de contatos<\/a> <\/a> Cisco Aprimoramentos do portf\u00f3lio do Cisco Contact Center revolucionam as experi\u00eancias do cliente e do agente<\/a><\/p>\n

\u00a0 \t<\/p>\n","protected":false},"excerpt":{"rendered":"

Leia o que os l\u00edderes dos centro de contatos est\u00e3o pensando e como transformar desafios em oportunidades em tempos de crise.<\/p>\n","protected":false},"author":5480,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[15099],"class_list":["post-384409","post","type-post","status-publish","format-standard","hentry","category-colaboracao","category-experiencia-do-cliente","tag-customer-journey"],"acf":[],"yoast_head":"\nA pesquisa do Centro de contatos global 2020 da Cisco revela o que est\u00e1 na mente dos l\u00edderes do centro de contatos | 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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