{"id":46637,"date":"2020-05-11T09:07:53","date_gmt":"2020-05-11T08:07:53","guid":{"rendered":"https:\/\/leaddesk.com\/blog\/omnichannel-contact-center-software-supports-agents\/"},"modified":"2022-10-11T10:10:38","modified_gmt":"2022-10-11T09:10:38","slug":"nain-agentit-hyotyvat-omnikanavaisuudesta","status":"publish","type":"post","link":"https:\/\/leaddesk.com\/fi\/blog\/nain-agentit-hyotyvat-omnikanavaisuudesta\/","title":{"rendered":"N\u00e4in agentit hy\u00f6tyv\u00e4t omnikanavaisuudesta"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"<p>66 % asiakkaista on yhteydess\u00e4 asiakaspalveluun v\u00e4hint\u00e4\u00e4n kolmessa kanavassa. Tarjoatko sin\u00e4 agenteillesi ty\u00f6kalut, joilla he p\u00e4rj\u00e4\u00e4v\u00e4t omnikanavaisessa ty\u00f6ymp\u00e4rist\u00f6ss\u00e4?<\/p>\n","protected":false},"author":32,"featured_media":45893,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[2294],"tags":[2295],"acf":{"blocks_en_new":[{"acf_fc_layout":"hub_subhero","acfe_flexible_toggle":false,"title":"N\u00e4in agentit hy\u00f6tyv\u00e4t omnikanavaisuudesta","content":"","subhero_image":45893,"buttons":null,"style":"--blue","subhero_tags":false,"subhero_readtime":false,"reading_time":"3","title_html":"h1","unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":false,"text-content":"<em>66 % asiakkaista on yhteydess\u00e4 asiakaspalveluun v\u00e4hint\u00e4\u00e4n kolmessa kanavassa. Agenttien laadukas ty\u00f6skentely omnikanavaisessa toimintaymp\u00e4rist\u00f6ss\u00e4 vaatii kaikkien liiketoiminta-alueiden ja kontaktikanavien datan integroimista yhteen helppok\u00e4ytt\u00f6iseen j\u00e4rjestelm\u00e4\u00e4n. Ratkaisu on omnikanavainen contact center -ohjelmisto.<\/em>\r\n<h2>Yksi n\u00e4kym\u00e4 kaikkiin kanaviin<\/h2>\r\nTehokkuutta vaativassa ty\u00f6ss\u00e4 eri kanavien v\u00e4lill\u00e4 navigoinnin tulee olla sulavaa ja agenttien tulee saada kaikki oleellinen tieto yhdest\u00e4 n\u00e4kym\u00e4st\u00e4. Asiakkaan historian tulee l\u00f6yty\u00e4 parilla klikkauksella riippumatta siit\u00e4, kuinka monessa kanavassa h\u00e4n on asioinut.\r\n\r\nOn t\u00e4rke\u00e4\u00e4, ett\u00e4 agentit voivat ratkaista ongelmia, joista heill\u00e4 ei ole aiempaa tietoa ja k\u00e4ytt\u00e4\u00e4 kussakin asiakaskontaktissa siihen parhaiten sopivaa kanavaa.\r\n\r\nEsimerkiksi s\u00e4hk\u00f6posti on hyv\u00e4 vaihtoehto monimutkaisten tai suurten dokumenttien l\u00e4hett\u00e4miseen, kun taas chat-keskustelu on tehokkaampi kanava yksinkertaisissa kysymyksiss\u00e4. Jotkin viestit ja s\u00e4hk\u00f6postit taas on helppo hoitaa lyhyell\u00e4 puhelulla.\r\n<h2>Integroi data kaikilta liiketoiminta-alueilta<\/h2>\r\nOmnikanavaisen j\u00e4rjestelm\u00e4n k\u00e4ytt\u00e4minen murtaa organisaation siiloja ja syvent\u00e4\u00e4 agenttien ymm\u00e4rryst\u00e4 yrityksen liiketoiminnasta.\r\n\r\nKokonaisvaltaisen palvelun tarjoaminen edellytt\u00e4\u00e4, ett\u00e4 agentit n\u00e4kev\u00e4t helposti kaikki yhteydenotot, joita asiakkaalla on organisaation kanssa ollut.\r\n\r\nParas vaihtoehto on contact center -palvelu, joka on helposti integroitavissa CRM:\u00e4\u00e4si ja muihin t\u00e4rkeisiin j\u00e4rjestelmiin. N\u00e4in agentit saavat paremman n\u00e4kym\u00e4n asiakkaan historiaan ja yrityksen muiden liiketoiminta-alueiden prosesseihin.\r\n<h3>Minimoi stressi ja vaihtuvuus<\/h3>\r\nTy\u00f6ntekij\u00f6iden vaihtuvuus on contact centereiss\u00e4 huomattavasti suurempi kuin monilla muilla aloilla.\r\n\r\nAsiakkaat vaativat palvelulta joustavuutta. Agenttien saatavilla olevat ty\u00f6kalut eiv\u00e4t kuitenkaan v\u00e4ltt\u00e4m\u00e4tt\u00e4 ole mukautuvia, ja uudet, olemassa olevien j\u00e4rjestelmien kanssa yhteensopimattomat kanavat lis\u00e4\u00e4v\u00e4t agenttien stressi\u00e4.\r\n\r\nOmnikanavaisen pilvipalvelun avulla agentit voivat hallita omaa ty\u00f6t\u00e4\u00e4n paremmin.\r\n\r\nOmnikanavaista j\u00e4rjestelm\u00e4\u00e4 k\u00e4ytt\u00e4m\u00e4ll\u00e4 agentit n\u00e4kev\u00e4t kaikki jonossa olevat asiakkaat sek\u00e4 kanavat, joita he k\u00e4ytt\u00e4v\u00e4t. N\u00e4in agenttien on mahdollista hallita ty\u00f6m\u00e4\u00e4r\u00e4\u00e4ns\u00e4 hoitamalla montaa tapausta samanaikaisesti, kun tilanne sen sallii.\r\n\r\nOmnikanavaisen contact center -ohjelmiston joustavuus ja tehokkuus vaikuttavat suoraan asiakastyytyv\u00e4isyyteen. Kun yrityksen prosessit ovat linjassa kesken\u00e4\u00e4n ja ne on integroitu samaan j\u00e4rjestelm\u00e4\u00e4n, agentit ovat tilanteen tasalla jokaisen asiakkaan kohdalla ja pystyv\u00e4t tarjoamaan heille ensiluokkaista palvelua. Positiivisten kanssak\u00e4ymisten m\u00e4\u00e4r\u00e4 kasvaa, kun asiakkaat huomaavat, ett\u00e4 yritys kunnioittaa heit\u00e4 ja pyrkii palvelemaan heit\u00e4 mahdollisimman hyvin.\r\n\r\n<a href=\"https:\/\/leaddesk.com\/fi\/blog\/omnikanavainen-contact-center-asiakkaan-kannalta\/\">Katso, kuinka omnikanavainen j\u00e4rjestelm\u00e4 parantaa asiakastyytyv\u00e4isyytt\u00e4<\/a>\r\n<h3>Maksimoi kehittyminen ja tehokkuus<\/h3>\r\nTaloudelliset kannustimet, henkil\u00f6kohtainen kehittyminen ja ty\u00f6n merkityksellisyys ovat agenttien tyytyv\u00e4isyyden ja lojaaliuden kannalta avaintekij\u00f6it\u00e4.\r\n\r\nOmnikanavaisuuden tuoma tehokkuus on agenteille lottovoitto.\r\n\r\nOmnikanavainen pilvipalvelu \u2013\u00a0<a href=\"https:\/\/leaddesk.com\/fi\/kokeile-leaddeskia-ilmaiseksi\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-gc-link=\"https:\/\/leaddesk.com\/fi\/kokeile-leaddeskia-ilmaiseksi\/\">kuten LeadDesk, jota voit kokeilla maksutta<\/a>\u00a0\u2013 tehostaa prosesseja selke\u00e4sti, mik\u00e4 mahdollistaa agenttien keskittymisen haastavampiin asiakastapauksiin ja koulutukseen.\r\n\r\nT\u00e4m\u00e4 kannustaa agentteja ty\u00f6ss\u00e4\u00e4n ja tarjoaa heille merkityksellisen urapolun. Tyytyv\u00e4iset agentit tekev\u00e4t parempia tuloksia.","text-script":"","unique_css_name":"","custom_css":""}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Omnikanavaisuus contact center -agenttien tukena \u2013 LeadDesk<\/title>\n<meta name=\"description\" content=\"66 % asiakkaista on yhteydess\u00e4 asiakaspalveluun v\u00e4hint\u00e4\u00e4n kolmessa kanavassa. 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