{"id":232309,"date":"2024-08-02T11:41:08","date_gmt":"2024-08-02T09:41:08","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/kontaktne-centrum-vs-call-centrum-vas-definitivny-sprievodca-pre-rok-2024\/"},"modified":"2024-08-13T12:17:23","modified_gmt":"2024-08-13T10:17:23","slug":"kontaktne-centrum-vs-call-centrum-vas-definitivny-sprievodca-pre-rok-2024","status":"publish","type":"page","link":"https:\/\/test-staging.cloudtalk.io\/sk\/kontaktne-centrum-vs-call-centrum-vas-definitivny-sprievodca-pre-rok-2024\/","title":{"rendered":"Kontaktn\u00e9 centrum vs. call centrum: V\u00e1\u0161 definit\u00edvny sprievodca pre rok 2026"},"content":{"rendered":"\n
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FEATURE VS. FEATURE<\/p>\n\n\n\n

Kontaktn\u00e9 centrum vs. call centrum: Kone\u010dn\u00e9 porovnanie: Kontaktn\u00e9 centrum.<\/h1>\n\n\n\n

\u010co pom\u00f4\u017ee va\u0161ej firme zv\u00fd\u0161i\u0165 z\u00e1kazn\u00edcku sk\u00fasenos\u0165: Rie\u0161enie call centra alebo kontaktn\u00e9ho centra?\nPo\u010fme si ich otestova\u0165 a presk\u00famajme ich defin\u00edcie, rozdiely, podobnosti a softv\u00e9rov\u00e9 funkcie. <\/p>\n\n\n\n

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Kontaktujte sales<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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Contact Center<\/p>\n\n\n\n

Call Center<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n

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Rozdiel medzi call centroma kontaktn\u00fdm centrom<\/h2>\n\n\n\n
<\/div>\n\n\n\n
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Parameter<\/p>\n<\/div>\n\n\n\n

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Call centrum<\/strong><\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n

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Kontaktn\u00e9 centrum<\/strong><\/strong><\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n

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Prim\u00e1rny cie\u013e<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Poskytovanie efekt\u00edvneho telefonick\u00e9ho z\u00e1kazn\u00edckeho servisu.<\/p>\n<\/div>\n\n\n\n

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Poskytova\u0165 efekt\u00edvne slu\u017eby z\u00e1kazn\u00edkom prostredn\u00edctvom r\u00f4znych kan\u00e1lov.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Komunika\u010dn\u00e9 kan\u00e1ly<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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K\u013e\u00fa\u010dov\u00fd rozdiel medzi kontaktn\u00fdm centrom a call centrom; call centr\u00e1 sa zameriavaj\u00fa v\u00fdlu\u010dne na telefonick\u00fa podporu.<\/p>\n<\/div>\n\n\n\n

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Telef\u00f3n, e-mail, \u017eiv\u00fd chat, soci\u00e1lne m\u00e9di\u00e1, SMS a \u010fal\u0161ie.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Mo\u017enosti samoobsluhy<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Syst\u00e9my interakt\u00edvnej hlasovej odozvy (IVR).<\/p>\n<\/div>\n\n\n\n

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Chatboty, samoobslu\u017en\u00e1 znalostn\u00e1 datab\u00e1za, komunitn\u00e9 f\u00f3ra a IVR.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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N\u00e1klady<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Relat\u00edvne n\u00edzke n\u00e1klady (najm\u00e4 ak sa rozhodnete pre hostovan\u00e9 rie\u0161enie), \u010do je jedna z hlavn\u00fdch v\u00fdhod softv\u00e9ru call centra.<\/a><\/p>\n<\/div>\n\n\n\n

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Vy\u0161\u0161ia \u00farove\u0148 invest\u00edci\u00ed v porovnan\u00ed so softv\u00e9rom call centra.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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\u0160k\u00e1lovate\u013enos\u0165<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Cloudov\u00e9 call centr\u00e1 pon\u00fakaj\u00fa ove\u013ea lep\u0161iu \u0161k\u00e1lovate\u013enos\u0165 ako lok\u00e1lne rie\u0161enia.\n\u0160k\u00e1lovate\u013enos\u0165 z\u00e1kazn\u00edckej podpory je v\u0161ak obmedzenej\u0161ia ako v pr\u00edpade kontaktn\u00e9ho centra z d\u00f4vodu person\u00e1lnych obmedzen\u00ed (agenti m\u00f4\u017eu naraz prija\u0165 len jeden telefon\u00e1t). <\/p>\n<\/div>\n\n\n\n

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Je prirodzene \u0161k\u00e1lovate\u013en\u00fd v\u010faka prijatiu kan\u00e1lov, ktor\u00e9 podporuj\u00fa s\u00fa\u010dasn\u00e9 interakcie, ako je e-mail a \u017eiv\u00fd chat.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Analytika<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Len anal\u00fdza hovorov.<\/p>\n<\/div>\n\n\n\n

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\u0160irok\u00e1 \u0161k\u00e1la analytick\u00fdch n\u00e1strojov na va\u0161ich kontaktn\u00fdch miestach: Anal\u00fdza soci\u00e1lnych m\u00e9di\u00ed, e-mailov\u00e1 anal\u00fdza, anal\u00fdza chatbotov a anal\u00fdza hovorov.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Najlep\u0161ie pre<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Mal\u00e9 podniky, ktor\u00fdch z\u00e1kazn\u00edci uprednost\u0148uj\u00fa telefonick\u00e9 hovory.<\/p>\n<\/div>\n\n\n\n

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Spolo\u010dnosti s r\u00f4znymi z\u00e1kazn\u00edckymi kan\u00e1lmi, ktor\u00e9 chc\u00fa poskytova\u0165 v\u00fdnimo\u010dn\u00e9 z\u00e1\u017eitky pre v\u0161etk\u00fdch a maj\u00fa rozpo\u010det na podporu t\u00fdchto r\u00f4znych kan\u00e1lov.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Najhor\u0161ie pre<\/strong><\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n

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Ve\u013ek\u00e9 spolo\u010dnosti s r\u00f4znymi preferenciami kan\u00e1lov z\u00e1kazn\u00edkov.<\/p>\n<\/div>\n\n\n\n

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Podniky, ktor\u00e9 nemaj\u00fa dostato\u010dn\u00fd rozpo\u010det, zru\u010dnosti agentov ani po\u017eiadavky z\u00e1kazn\u00edkov na viacer\u00e9 komunika\u010dn\u00e9 kan\u00e1ly.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Otvorte cel\u00fd st\u00f4l<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n
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\"\"<\/figure>\n<\/div><\/div>\n<\/div>\n\n\n\n
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\u010co je call centrum a ako funguje?<\/h3>\n\n\n\n

Call centrum je oddelenie zameran\u00e9 na poskytovanie slu\u017eieb z\u00e1kazn\u00edkom po telef\u00f3ne.\nAgenti call centra vybavuj\u00fa prich\u00e1dzaj\u00face hovory od z\u00e1kazn\u00edkov a rie\u0161ia r\u00f4zne probl\u00e9my.\nM\u00f4\u017eu tie\u017e uskuto\u010d\u0148ova\u0165 odch\u00e1dzaj\u00face hovory, napr\u00edklad na \u00fa\u010dely odch\u00e1dzaj\u00faceho predaja<\/a>, fundraisingu a marketingu. <\/p>\n\n\n\n

Hovory sa m\u00f4\u017eu uskuto\u010d\u0148ova\u0165 a prij\u00edma\u0165 prostredn\u00edctvom tradi\u010dn\u00fdch telef\u00f3nnych liniek alebo \u010dastej\u0161ie pomocou hostovan\u00e9ho rie\u0161enia call centra<\/a>.\nHostovan\u00e9 call centr\u00e1 umiest\u0148uj\u00fa v\u00e1\u0161 hardv\u00e9r a infra\u0161trukt\u00faru mimo lokality a poskytuj\u00fa pokro\u010dil\u00e9 funkcie, integr\u00e1cie a automatiz\u00e1ciu. <\/p>\n\n\n\n

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Kontaktujte sales<\/a><\/div>\n\n\n\n
Vysk\u00fa\u0161a\u0165 zdarma<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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\u010co je kontaktn\u00e9 centrum a ako funguje?<\/h3>\n\n\n\n

Kontaktn\u00e9 centrum poskytuje slu\u017eby z\u00e1kazn\u00edkom prostredn\u00edctvom mnoh\u00fdch kan\u00e1lov, \u010d\u00edm zabezpe\u010duje \u0161ir\u0161iu dostupnos\u0165 pre z\u00e1kazn\u00edkov.\nOkrem telefonickej podpory m\u00f4\u017eu agenti kontaktn\u00e9ho centra komunikova\u0165 so z\u00e1kazn\u00edkmi prostredn\u00edctvom e-mailu, soci\u00e1lnych m\u00e9di\u00ed, \u017eiv\u00e9ho chatu, SMS, videokonferenci\u00ed, zdie\u013eania obrazovky a \u010fal\u0161\u00edch. <\/p>\n\n\n\n

Na dosiahnutie tohto cie\u013ea pou\u017e\u00edvaj\u00fa spolo\u010dnosti rie\u0161enia kontaktn\u00fdch centier, ktor\u00e9 centralizuj\u00fa v\u0161etky tieto komunika\u010dn\u00e9 kan\u00e1ly do jedn\u00e9ho rozhrania.\nVyu\u017e\u00edvaj\u00fa tie\u017e integr\u00e1ciu CRM, umel\u00fa inteligenciu, automatiz\u00e1ciu a pokro\u010dil\u00e9 funkcie telefonovania. <\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n
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\"\"<\/figure>\n<\/div><\/div>\n<\/div>\n\n\n\n
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Call centrum vs. kontaktn\u00e9 centrum: \u010co je pre va\u0161u firmu najlep\u0161ie?<\/h3>\n\n\n\n

V diskusii call centrum vs. kontaktn\u00e9 centrum ide predov\u0161etk\u00fdm o to, ak\u00e9 kan\u00e1ly potrebuje va\u0161a spolo\u010dnos\u0165 podporova\u0165.\nA rovnako d\u00f4le\u017eit\u00e9 je, \u010di m\u00e1te rozpo\u010det a zdroje <\/strong>na ich \u017eivotaschopn\u00fa podporu. <\/strong><\/p>\n\n\n\n

Ak z\u00e1kazn\u00edci chc\u00fa podporu prostredn\u00edctvom r\u00f4znych kan\u00e1lov, m\u00f4\u017ee ma\u0165 zmysel investova\u0165 navy\u0161e do rie\u0161enia kontaktn\u00e9ho centra.\nMnoh\u00e9 podniky v\u0161ak nemaj\u00fa zdroje na viackan\u00e1lov\u00fa podporu a je mo\u017en\u00e9 poskytova\u0165 v\u00fdnimo\u010dn\u00e9 slu\u017eby z\u00e1kazn\u00edkom v\u00fdlu\u010dne cez telef\u00f3n. <\/p>\n\n\n\n

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Kontaktujte sales<\/a><\/div>\n\n\n\n
Vysk\u00fa\u0161a\u0165 zdarma<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n
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FAKTY O CLOUDTALK<\/p>\n\n\n\n

Roz\u0161\u00edrenie obchodu,dosahuje nov\u00e9 \u00farovne<\/h2>\n\n\n\n
\"\"<\/figure>\n<\/div>\n\n\n\n
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V\u0161estrann\u00fd<\/p>\n\n\n\n

70<\/code>+<\/p>\n\n\n\n

Pr\u00e9miov\u00e9 funkcie<\/p>\n<\/div><\/div>\n\n\n\n

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Spo\u013eahliv\u00e9<\/p>\n\n\n\n

99<\/code>.99<\/code>%<\/p>\n\n\n\n

Servisn\u00e1 zmluva SLA<\/p>\n<\/div><\/div>\n\n\n\n

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Dostupn\u00e9 na<\/p>\n\n\n\n

24<\/code>\/7<\/code><\/p>\n\n\n\n

Z\u00e1kazn\u00edcka podpora<\/p>\n<\/div><\/div>\n\n\n\n

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Glob\u00e1lne<\/p>\n\n\n\n

180<\/code>+<\/p>\n\n\n\n

Dostupn\u00e9 krajiny<\/p>\n<\/div><\/div>\n\n\n\n

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Zabezpe\u010di\u0165<\/p>\n\n\n\n

24<\/code>\/7<\/code><\/p>\n\n\n\n

Bezpe\u010dnos\u0165 a monitorovanie \u00fadajov<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n

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V\u00fdhody a nev\u00fdhody call centier a kontaktn\u00fdch centier<\/h2>\n\n\n\n
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Call centrum<\/h3>\n\n\n\n
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M\u00f4\u017eete plne optimalizova\u0165 svoju telefonick\u00fa podporu<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Ak je telef\u00f3n jedin\u00fdm kan\u00e1lom podpory, m\u00f4\u017eete investova\u0165 viac do rie\u0161enia call centra s pokro\u010dil\u00fdmi funkciami na optimaliz\u00e1ciu podpory.\nNavy\u0161e sa agenti call centra m\u00f4\u017eu 100% s\u00fastredi\u0165 na poskytovanie v\u010dasn\u00fdch a personalizovan\u00fdch slu\u017eieb na jednom kan\u00e1li. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Nebudete potrebova\u0165 to\u013eko zamestnancov<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Na obsluhu telef\u00f3nov potrebujete len agentov, \u010do znamen\u00e1, \u017ee nemus\u00edte zamestn\u00e1va\u0165 a \u0161koli\u0165 to\u013eko zamestnancov.\nTo zni\u017euje n\u00e1klady a m\u00f4\u017ee zv\u00fd\u0161i\u0165 efektivitu – men\u0161ie t\u00edmy sa \u010dasto \u013eah\u0161ie riadia a podporuj\u00fa. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Zvl\u00e1dnete v\u00e4\u010d\u0161\u00ed po\u010det hovorov<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Namiesto toho, aby ste museli rozde\u013eova\u0165 agentov medzi jednotliv\u00e9 kan\u00e1ly, m\u00f4\u017eete sa v\u0161etci s\u00fastredi\u0165 na prij\u00edmanie telefon\u00e1tov.\nTo m\u00f4\u017ee potenci\u00e1lne zv\u00fd\u0161i\u0165 objem hovorov, ktor\u00e9 denne vybav\u00edte. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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M\u00f4\u017eete zn\u00ed\u017ei\u0165 prev\u00e1dzkov\u00e9 n\u00e1klady<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Jedin\u00e9, \u010do mus\u00edte zaplati\u0165, je predplatn\u00e9 softv\u00e9ru call centra a telef\u00f3nne vybavenie (telef\u00f3ny, n\u00e1hlavn\u00e9 s\u00fapravy at\u010f.).\nOkrem zn\u00ed\u017eenia n\u00e1kladov na pracovn\u00fa silu sa tak vyhnete aj dodato\u010dn\u00fdm n\u00e1kladom potrebn\u00fdm na zabezpe\u010denie viackan\u00e1lovej podpory.\nNavy\u0161e n\u00e1klady na softv\u00e9r call centra<\/a> s\u00fa vo v\u0161eobecnosti ni\u017e\u0161ie ako n\u00e1klady na softv\u00e9r kontaktn\u00e9ho centra. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Nedovol\u00edte z\u00e1kazn\u00edkom vybra\u0165 si ob\u013e\u00faben\u00e9 kan\u00e1ly<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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57 % z\u00e1kazn\u00edkov<\/a> uprednost\u0148uje vyh\u013ead\u00e1vanie pomoci prostredn\u00edctvom digit\u00e1lnych kan\u00e1lov: Napr\u00edklad SMS, chatboty, video pomoc na dia\u013eku a soci\u00e1lne m\u00e9di\u00e1.\nKe\u010f sa v\u00e1m nepodar\u00ed vyjs\u0165 v \u00fastrety z\u00e1kazn\u00edkom na ich ob\u013e\u00faben\u00fdch kan\u00e1loch, riskujete, \u017ee ich strat\u00edte v prospech konkurencie s multikan\u00e1lovou pr\u00edtomnos\u0165ou. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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M\u00f4\u017eete riskova\u0165 nes\u00farod\u00e9 sk\u00fasenosti z\u00e1kazn\u00edkov<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Telef\u00f3n nie je pre z\u00e1kazn\u00edkov v\u017edy najpohodlnej\u0161\u00edm kan\u00e1lom, najm\u00e4 ak je va\u0161e call centrum otvoren\u00e9 len po\u010das pracovn\u00fdch hod\u00edn.\nAk m\u00e1te len jednu mo\u017enos\u0165 kontaktu, je \u0165a\u017e\u0161ie vytvori\u0165 pr\u00edstupn\u00fa, dostupn\u00fa a zjednodu\u0161en\u00fa z\u00e1kazn\u00edcku sk\u00fasenos\u0165. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Mohli by ste postavi\u0165 jazykov\u00e9 bari\u00e9ry<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Osoby, pre ktor\u00e9 nie je hlavn\u00fd jazyk va\u0161ej spolo\u010dnosti materinsk\u00fdm jazykom, sa m\u00f4\u017eu c\u00edti\u0165 nerv\u00f3zne pri rozhovore.\nA ak zavolaj\u00fa, ale nikto z va\u0161ich agentov nehovor\u00ed ich jazykom, m\u00f4\u017ee to vies\u0165 k frustr\u00e1cii, nedorozumeniam a pomal\u0161iemu rie\u0161eniu probl\u00e9mov. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>\n\n\n\n

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Kontaktn\u00e9 centrum<\/h3>\n\n\n\n
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Z\u00e1kazn\u00edkov m\u00f4\u017eete stretn\u00fa\u0165 tam, kde s\u00fa<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Namiesto toho, aby ste z\u00e1kazn\u00edkov n\u00fatili prep\u00edna\u0165 kan\u00e1ly na rie\u0161enie probl\u00e9mu, kontaktn\u00e9 centr\u00e1 v\u00e1m umo\u017enia spoji\u0165 sa s nimi na ich ob\u013e\u00faben\u00fdch miestach.\nNa druhej strane zefekt\u00edv\u0148ujete cesty z\u00e1kazn\u00edkov, ur\u00fdch\u013eujete rie\u0161enie probl\u00e9mov a zvy\u0161ujete ich spokojnos\u0165. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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M\u00e1te viac zdrojov \u00fadajov o z\u00e1kazn\u00edkoch<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Svoje poznatky o z\u00e1kazn\u00edkoch m\u00f4\u017eete obohati\u0165 zhroma\u017e\u010fovan\u00edm anal\u00fdz a sp\u00e4tnej v\u00e4zby z r\u00f4znych kan\u00e1lov, nielen z telef\u00f3nneho syst\u00e9mu.\nM\u00f4\u017eete zbiera\u0165 analytick\u00e9 \u00fadaje zo soci\u00e1lnych m\u00e9di\u00ed, chatbotov, \u017eiv\u00e9ho chatu a \u010fal\u0161\u00edch. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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M\u00f4\u017eete \u013eah\u0161ie \u0161k\u00e1lova\u0165 z\u00e1kazn\u00edcku podporu<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Niektor\u00e9 kan\u00e1ly, ako napr\u00edklad \u017eiv\u00fd chat a e-mail, sa daj\u00fa \u013eah\u0161ie roz\u0161\u00edri\u0165, aby sp\u013a\u0148ali okam\u017eit\u00e9 po\u017eiadavky.\nNapr\u00edklad agenti m\u00f4\u017eu s\u00fa\u010dasne spracov\u00e1va\u0165 konverz\u00e1cie v \u017eivom chate a e-mailov\u00e9 interakcie, \u010do nie je mo\u017en\u00e9 dosiahnu\u0165 pri telefonick\u00fdch hovoroch. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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M\u00f4\u017eete dosiahnu\u0165 lep\u0161iu n\u00e1vratnos\u0165 invest\u00edci\u00ed<\/strong><\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Okrem toho, \u017ee v\u00e1m softv\u00e9r kontaktn\u00e9ho centra umo\u017e\u0148uje roz\u0161\u00edri\u0165 z\u00e1kazn\u00edcku podporu, zvy\u0161uje n\u00e1vratnos\u0165 invest\u00edci\u00ed automatiz\u00e1ciou manu\u00e1lnych \u00faloh, integr\u00e1ciou so syst\u00e9mom CRM a poskytovan\u00edm analytick\u00fdch \u00fadajov, ktor\u00e9 mo\u017eno pou\u017ei\u0165 na zlep\u0161enia zalo\u017een\u00e9 na \u00fadajoch.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Mo\u017eno budete musie\u0165 investova\u0165 viac do nastavenia<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Rie\u0161enia kontaktn\u00fdch centier s\u00fa zvy\u010dajne drah\u0161ie ako rie\u0161enia call centier, preto\u017ee podporuj\u00fa \u010fal\u0161ie kan\u00e1ly.\nUistite sa, \u017ee ste presk\u00famali ceny CCaaS<\/a>, aby ste z\u00edskali lep\u0161iu predstavu o po\u010diato\u010dnej invest\u00edcii. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Budete musie\u0165 vy\u0161koli\u0165 agentov na viac kan\u00e1lov<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Ke\u010f\u017ee agenti kontaktn\u00e9ho centra musia vedie\u0165 pou\u017e\u00edva\u0165 viacero kan\u00e1lov s rovnak\u00fdm stup\u0148om odbornosti, budete musie\u0165 nastavi\u0165 komplexnej\u0161\u00ed program \u0161kolenia.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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M\u00f4\u017eete ma\u0165 probl\u00e9my s poskytovan\u00edm multikan\u00e1lov\u00e9ho z\u00e1\u017eitku<\/strong><\/strong><\/p>\n<\/div><\/div>\n\n\n\n

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Poskytovanie omnichannel z\u00e1\u017eitkov (ke\u010f s\u00fa v\u0161etky va\u0161e kan\u00e1ly hladko integrovan\u00e9 a prepojen\u00e9) nie je jednoduch\u00e9.\nAk si ned\u00e1te pozor, m\u00f4\u017eete skon\u010di\u0165 s oddelen\u00fdmi kan\u00e1lmi a nejednotn\u00fdmi sk\u00fasenos\u0165ami z\u00e1kazn\u00edkov. <\/p>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n

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NA\u0160E FUNKCIE<\/p>\n\n\n\n

Objavte 4 najob\u013e\u00fabenej\u0161ie funkcieVoIP<\/h2>\n\n\n\n
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IVR<\/h4>\n\n\n\n

V\u010faka IVR u\u017e z\u00e1kazn\u00edci nemusia str\u00e1ca\u0165 \u010das \u010dakan\u00edm na prepojenie.<\/p>\n<\/a><\/div>\n\n\n\n

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\u010c\u00edtajte viac \u2192<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n
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Smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/h4>\n\n\n\n

Zlep\u0161ite prich\u00e1dzaj\u00face hovory presmerovan\u00edm z\u00e1kazn\u00edkov na najlep\u0161ieho mo\u017en\u00e9ho agenta.<\/p>\n<\/a><\/div>\n\n\n\n

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\u010c\u00edtajte viac \u2192<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n
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Monitorovanie hovorov<\/h4>\n\n\n\n

Nechajte mana\u017e\u00e9rov a sk\u00fasen\u00fdch agentov, aby sa pripojili k hovorom podpory a poskytli pomoc.<\/p>\n<\/a><\/div>\n\n\n\n

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\u010c\u00edtajte viac \u2192<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n
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Analytika<\/h4>\n\n\n\n

Centralizujte v\u0161etky \u00fadaje svojho t\u00edmu a pou\u017eite ich na optimaliz\u00e1ciu svojej strat\u00e9gie.<\/p>\n<\/a><\/div>\n\n\n\n

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\u010c\u00edtajte viac \u2192<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n
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Ak\u00e9 s\u00fa podobnosti medzi call a kontaktn\u00fdmi centrami?<\/h3>\n\n\n\n

Call centr\u00e1 aj kontaktn\u00e9 centr\u00e1 sprac\u00favaj\u00fa prich\u00e1dzaj\u00face a\/alebo odch\u00e1dzaj\u00face hovory.\nMaj\u00fa teda spolo\u010dn\u00fd hlavn\u00fd cie\u013e: poskytova\u0165 vysokokvalitn\u00e9 telef\u00f3nne slu\u017eby.\nNa dosiahnutie tohto cie\u013ea obe oddelenia investuj\u00fa do technol\u00f3gi\u00ed, ktor\u00e9 im poskytuj\u00fa v\u00fdkonn\u00e9 funkcie na volanie a automatiz\u00e1ciu na optimaliz\u00e1ciu procesu. <\/p>\n\n\n\n

Spolo\u010dnosti m\u00f4\u017eu prev\u00e1dzkova\u0165 aj virtu\u00e1lne call centrum<\/a> alebo virtu\u00e1lne kontaktn\u00e9 centrum.\nV oboch pr\u00edpadoch sa vyu\u017e\u00edva cloudov\u00e1 technol\u00f3gia, ktor\u00e1 umo\u017e\u0148uje agentom prij\u00edma\u0165 telefonick\u00e9 hovory na dia\u013eku a umo\u017e\u0148uje im pracova\u0165 odkia\u013eko\u013evek. <\/p>\n<\/div>\n<\/div>\n\n\n\n

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Ktor\u00e9 funkcie musia by\u0165 s\u00fa\u010das\u0165ou softv\u00e9ru call alebo kontaktn\u00e9ho centra?<\/h3>\n\n\n\n

Bez oh\u013eadu na to, \u010di si zriadite kontaktn\u00e9 centrum alebo call centrum, existuj\u00fa niektor\u00e9 funkcie softv\u00e9ru, ktor\u00e9 mus\u00edte ma\u0165. IVR<\/strong><\/a> a smerovanie hovorov<\/strong> optimalizuj\u00fa va\u0161e cesty k z\u00e1kazn\u00edkom a zefekt\u00edv\u0148uj\u00fa prev\u00e1dzku.<\/p>\n\n\n\n

V\u010faka zabudovanej analytike<\/strong> m\u00f4\u017eete z\u00edska\u0165 preh\u013ead o svojej v\u00fdkonnosti v re\u00e1lnom \u010dase a vykon\u00e1va\u0165 zlep\u0161enia na z\u00e1klade dopytu, ako aj dlhodob\u00fdch cie\u013eov. Monitorovanie hovorov<\/strong> umo\u017e\u0148uje nadriaden\u00fdm po\u010d\u00fava\u0165 a radi\u0165 pri \u017eiv\u00fdch telefon\u00e1toch a nahr\u00e1vanie hovorov<\/strong> je neocenite\u013enou funkciou na monitorovanie, \u0161kolenia a dodr\u017eiavanie predpisov.<\/p>\n\n\n\n

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Kontaktujte sales<\/a><\/div>\n\n\n\n
Vysk\u00fa\u0161a\u0165 zdarma<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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