{"id":229406,"date":"2024-07-22T13:33:54","date_gmt":"2024-07-22T11:33:54","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/automatizacia-call-centra-definicia-vyhody-typy-a-dalsie-informacie\/"},"modified":"2024-07-22T13:38:14","modified_gmt":"2024-07-22T11:38:14","slug":"automatizacia-call-centra-definicia-vyhody-typy-a-dalsie-informacie","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/automatizacia-call-centra-definicia-vyhody-typy-a-dalsie-informacie\/","title":{"rendered":"Automatiz\u00e1cia call centra: Defin\u00edcia, v\u00fdhody, typy a \u010fal\u0161ie inform\u00e1cie"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\">Automatiz\u00e1cia call centra: V\u00e1\u0161 komplexn\u00fd sprievodca<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\" style=\"border-radius:3px\">KONTAKTUJTE PREDAJ<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/sk\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\" style=\"border-radius:3px\">VYSK\u00da\u0160A\u0164 ZDARMA<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png\" alt=\"\" class=\"wp-image-203355\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Cloudtalks-2024-Top-Sales-Software-Picks-4.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Automatiz\u00e1cia call centra je rast\u00facim trendom. Pod\u013ea prieskumu spolo\u010dnosti Gartner by do roku 2026 mohla by\u0165 automatizovan\u00e1 <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2022-08-31-gartner-predicts-conversational-ai-will-reduce-contac\" target=\"_blank\" rel=\"noopener\">ka\u017ed\u00e1 desiata interakcia s agentom<\/a>. V roku 2022 to bolo len 1,6 %. A to s\u00fa len priame interakcie so z\u00e1kazn\u00edkmi. Existuje mno\u017estvo \u010fal\u0161\u00edch prvkov prev\u00e1dzky call centra, ktor\u00e9 tie\u017e m\u00f4\u017eu profitova\u0165 z automatiz\u00e1cie.    <\/p>\n\n\n\n<p>Preto je teraz \u010das dozvedie\u0165 sa v\u0161etko, \u010do potrebujete vedie\u0165 o automatiz\u00e1cii hovorov a kontaktn\u00fdch centier. A pr\u00e1ve to m\u00f4\u017eete urobi\u0165 pr\u00e1ve tu.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 poznatky:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Automatiz\u00e1cia call centra je vyu\u017e\u00edvanie technol\u00f3gie umelej inteligencie na automatiz\u00e1ciu ur\u010dit\u00fdch procesov, v\u010faka \u010domu s\u00fa r\u00fdchlej\u0161ie a efekt\u00edvnej\u0161ie. <\/li>\n\n\n\n<li>Konverz\u00e1cia AI, spracovanie prirodzen\u00e9ho jazyka (NLP) a strojov\u00e9 u\u010denie s\u00fa tri aspekty technol\u00f3gie AI, ktor\u00e9 s\u00fa k\u013e\u00fa\u010dov\u00e9 pre automatiz\u00e1ciu oper\u00e1ci\u00ed call centra.<\/li>\n\n\n\n<li>Automatiz\u00e1cia call centra v\u00e1m m\u00f4\u017ee pom\u00f4c\u0165 zv\u00fd\u0161i\u0165 efektivitu, zlep\u0161i\u0165 spokojnos\u0165 z\u00e1kazn\u00edkov, zv\u00fd\u0161i\u0165 anga\u017eovanos\u0165 va\u0161ich agentov a mnoho \u010fal\u0161ieho. <\/li>\n\n\n\n<li>Existuje mnoho oblast\u00ed automatiz\u00e1cie procesov call centra vr\u00e1tane automatiz\u00e1cie interakci\u00ed so z\u00e1kazn\u00edkmi, pl\u00e1novania a \u0161kolenia agentov, predpovedania a \u010fal\u0161\u00edch.<\/li>\n\n\n\n<li>Rie\u0161enia na automatiz\u00e1ciu call centra, ako je CloudTalk, v\u00e1m pom\u00f4\u017eu jednoducho zavies\u0165 automatizovan\u00e9 procesy do va\u0161ich pracovn\u00fdch postupov. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">\u010co je automatiz\u00e1cia call centra?<\/h2>\n\n\n\n<p>Automatiz\u00e1cia call centra znamen\u00e1, \u017ee technol\u00f3gia umelej inteligencie (AI) vykon\u00e1va \u00falohy bez potreby \u013eudsk\u00e9ho vstupu. M\u00f4\u017ee sa uplatni\u0165 na interakcie so z\u00e1kazn\u00edkmi, ako aj na mnoh\u00e9 z\u00e1kulisn\u00e9 pracovn\u00e9 postupy a procesy, ktor\u00e9 s\u00fa nevyhnutn\u00e9 pre prev\u00e1dzku call centra.  <\/p>\n\n\n\n<p>To je dobr\u00e1 a jednoduch\u00e1 defin\u00edcia automatiz\u00e1cie call centra, ale \u010do to znamen\u00e1 v praxi? Kombin\u00e1cia automatiz\u00e1cie a umelej inteligencie s va\u0161imi s\u00fa\u010dasn\u00fdmi rie\u0161eniami m\u00f4\u017ee pom\u00f4c\u0165 zlep\u0161i\u0165 existuj\u00face procesy. <br\/>M\u00f4\u017ee napr\u00edklad podpori\u0165 vytvorenie inteligentn\u00e9ho <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-interaktivna-hlasova-odozva-ivrvyhody-a-nastavenie\/\">IVR<\/a>, n\u00e1stroja, ktor\u00fd pom\u00e1ha call centr\u00e1m efekt\u00edvnej\u0161ie vybavova\u0165 mno\u017estvo prich\u00e1dzaj\u00facich hovorov. To by inak nebolo mo\u017en\u00e9.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Technol\u00f3gia automatiz\u00e1cie call centra<\/h3>\n\n\n\n<p>Technol\u00f3gia automatiz\u00e1cie call centra je zalo\u017een\u00e1 na umelej inteligencii, ale \u010do to vlastne znamen\u00e1? <\/p>\n\n\n\n<p>Najbe\u017enej\u0161ie aplik\u00e1cie automatiz\u00e1cie v call alebo kontaktnom centre zah\u0155\u0148aj\u00fa tri hlavn\u00e9 aspekty technol\u00f3gie AI: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Inteligencia konverz\u00e1cie: <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/inteligencia-konverzacie-na-baze-umelej-inteligencie\/\">Konverza\u010dn\u00e1 inteligencia<\/a> je odvetvie umelej inteligencie, ktor\u00e9 analyzuje a ch\u00e1pe konverz\u00e1cie, \u010di u\u017e p\u00edsan\u00e9 alebo hovoren\u00e9. Dok\u00e1\u017ee identifikova\u0165 nielen to, o <em>\u010dom sa <\/em>hovor\u00ed, ale aj to <em>, ako<\/em> sa o tom hovor\u00ed, a poskytuje inform\u00e1cie o n\u00e1lad\u00e1ch a \u010fal\u0161ie inform\u00e1cie.  <\/li>\n\n\n\n<li><strong>Spracovanie prirodzen\u00e9ho jazyka (NLP): <\/strong>NLP pom\u00e1ha pri pr\u00e1ci s konverza\u010dnou inteligenciou. Je to schopnos\u0165 umelej inteligencie analyzova\u0165 a syntetizova\u0165 jazyk, ako to robia \u013eudia v re\u00e1lnom \u017eivote. NLP je preto pre konverza\u010dn\u00e9 chatboty riaden\u00e9 umelou inteligenciou k\u013e\u00fa\u010dov\u00e9, preto\u017ee im umo\u017e\u0148uje vies\u0165 skuto\u010dn\u00e9 a u\u017eito\u010dn\u00e9 rozhovory so z\u00e1kazn\u00edkmi.   <\/li>\n\n\n\n<li><strong>Strojov\u00e9 u\u010denie: <\/strong>Strojov\u00e9 u\u010denie je proces, pri ktorom sa ka\u017ed\u00e1 aplik\u00e1cia umelej inteligencie st\u00e1va \u010dasom &#8222;inteligentnej\u0161ou&#8220;. Je to schopnos\u0165 AI analyzova\u0165 \u010doraz viac \u00fadajov a zlep\u0161ova\u0165 svoje reakcie na ne bez \u013eudsk\u00e9ho vstupu. V kontexte automatizovan\u00fdch interakci\u00ed call centra je to strojov\u00e9 u\u010denie, ktor\u00e9 zabezpe\u010duje, \u017ee komunik\u00e1cia medzi AI a z\u00e1kazn\u00edkom by sa mala \u010dasom zlep\u0161ova\u0165.  <\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3 k\u013e\u00fa\u010dov\u00e9 prvky pre fungovanie automatiz\u00e1cie call centra<\/h3>\n\n\n\n<p>Efekt\u00edvna automatiz\u00e1cia nie je len o tom, \u017ee ur\u010d\u00edte procesy alebo \u00falohy, ktor\u00e9 chcete odovzda\u0165 umelej inteligencii, a potom na ne zabudnete.\nAutomatizovan\u00fd softv\u00e9r call centra by mal obsahova\u0165 aj tieto k\u013e\u00fa\u010dov\u00e9 prvky: <\/p>\n\n\n\n<p><strong>#1 Integr\u00e1cia s existuj\u00facimi procesmi<\/strong>: Automatizovan\u00e9 pracovn\u00e9 postupy by mali by\u0165 bezprobl\u00e9movo za\u010dlenen\u00e9 do va\u0161ich existuj\u00facich \u010dinnost\u00ed.\nTo znamen\u00e1, \u017ee automatiz\u00e1cia v pozad\u00ed (napr\u00edklad aktualiz\u00e1cia CRM, pl\u00e1novanie n\u00e1sledn\u00fdch opatren\u00ed) by mala prebieha\u0165 bez dodato\u010dn\u00fdch vstupov od agentov. <\/p>\n\n\n\n<p><strong>#2 Prirodzen\u00fd v\u00fdraz:<\/strong> N\u00e1stroje na automatiz\u00e1ciu kontaktn\u00fdch centier pre z\u00e1kazn\u00edkov musia hladko zvl\u00e1da\u0165 interakcie s \u013eu\u010fmi a dod\u00e1va\u0165 z\u00e1kazn\u00edkom pocit prirodzenej konverz\u00e1cie.\nIn\u00fdmi slovami, komunik\u00e1cia mus\u00ed by\u0165 \u010do najbli\u017e\u0161ie k interakcii medzi \u013eu\u010fmi, a to v p\u00edsomnej aj hovorenej podobe.\nTu prich\u00e1dza na rad NLP.  <\/p>\n\n\n\n<p><strong>#3 Jazykov\u00e1 flexibilita:<\/strong> Ka\u017ed\u00fd z\u00e1kazn\u00edk komunikuje trochu inak.\nPou\u017e\u00edvaj\u00fa \u0161pecifick\u00e9 v\u00fdrazy, odli\u0161n\u00fa v\u00fdslovnos\u0165 a r\u00f4zne pr\u00edzvuky.\nAutomatiza\u010dn\u00fd softv\u00e9r sa mus\u00ed prisp\u00f4sobi\u0165 a dokonale zvl\u00e1dnu\u0165 ka\u017ed\u00fd typ komunik\u00e1cie.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody automatiz\u00e1cie call centra<\/h2>\n\n\n\n<p>Pre\u010do je automatiz\u00e1cia call centra nevyhnutnos\u0165ou?\nPosunie va\u0161u firmu o krok bli\u017e\u0161ie k v\u00fdnimo\u010dn\u00fdm slu\u017eb\u00e1m z\u00e1kazn\u00edkom.\nNapr\u00edklad skr\u00e1ten\u00edm \u010dakacej doby alebo zabr\u00e1nen\u00edm zbyto\u010dne dlh\u00fdm interakci\u00e1m medzi agentom a z\u00e1kazn\u00edkom.    <\/p>\n\n\n\n<p>Navy\u0161e prin\u00e1\u0161a cel\u00fd rad v\u00fdhod pre agentov a va\u0161u firmu ako celok.  <\/p>\n\n\n\n<p>Tu s\u00fa hlavn\u00e9 v\u00fdhody automatiz\u00e1cie call centra:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zv\u00fd\u0161enie efektivity<\/h3>\n\n\n\n<p>Jednou z najv\u00e4\u010d\u0161\u00edch v\u00fdhod automatiz\u00e1cie v call centre je zv\u00fd\u0161enie efektivity.\nAplik\u00e1ciou umelej inteligencie na procesy ich m\u00f4\u017eete zefekt\u00edvni\u0165 a poskytova\u0165 tak z\u00e1kazn\u00edkom slu\u017eby najvy\u0161\u0161ej kvality r\u00fdchlej\u0161ie. <\/p>\n\n\n\n<p>Napr\u00edklad inteligentn\u00e9 smerovanie hovorov &#8211; ako napr\u00edklad <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/navrhar-toku-hovorov-vytvarajte-a-automatizujte-toky-hovorov\/\">Call Flow Designer<\/a>od CloudTalk &#8211; <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/navrhar-toku-hovorov-vytvarajte-a-automatizujte-toky-hovorov\/\">znamen\u00e1, \u017ee<\/a>hovory z\u00e1kazn\u00edkov posielate agentom, ktor\u00ed dok\u00e1\u017eu vyrie\u0161i\u0165 ich probl\u00e9my v krat\u0161om \u010dase.\nTo je skvel\u00e9 pre ka\u017ed\u00e9ho volaj\u00faceho a z\u00e1rove\u0148 to znamen\u00e1, \u017ee va\u0161i agenti m\u00f4\u017eu vybavi\u0165 viac hovorov za krat\u0161\u00ed \u010das.   <\/p>\n\n\n\n<p>To nie je jedin\u00fd sp\u00f4sob, ako m\u00f4\u017eu automatizovan\u00e9 rie\u0161enia kontaktn\u00fdch centier pom\u00f4c\u0165 efektivite.\nKonverza\u010dn\u00fa umel\u00fa inteligenciu m\u00f4\u017eete vyu\u017ei\u0165 aj na rie\u0161enie chatbotov, ktor\u00e9 dok\u00e1\u017eu vybavi\u0165 jednoduch\u00e9 ot\u00e1zky bez zapojenia agenta.   <\/p>\n\n\n\n<p>Op\u00e4\u0165 je to skvel\u00e9 pre z\u00e1kazn\u00edka, ktor\u00fd dostane odpove\u010f na svoju ot\u00e1zku, a pre agentov, ktor\u00ed m\u00f4\u017eu rie\u0161i\u0165 zlo\u017eitej\u0161ie probl\u00e9my pre ostatn\u00fdch.\nKlasick\u00e1 v\u00fdhra pre obe strany.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Odstr\u00e1nenie opakuj\u00facich sa \u00faloh<\/h3>\n\n\n\n<p>Automatiz\u00e1cia call centra tu nie je na to, aby nahradila \u013eudsk\u00fdch agentov.\nJe tu preto, aby s nimi spolupracovala a u\u013eah\u010dila im ka\u017edodenn\u00fa pr\u00e1cu.\nKe\u010f sa spoj\u00ed empatia \u010dloveka a efektivita robota, je tu v\u00e1\u0161 dokonal\u00fd koncept call centra.\nPre\u010do?     <\/p>\n\n\n\n<p>Automatiz\u00e1cia motivuje va\u0161ich zamestnancov k produkt\u00edvnej\u0161ej pr\u00e1ci t\u00fdm, \u017ee z ich ka\u017edodennej rutiny odstr\u00e1ni opakuj\u00face sa \u00falohy.\nK\u00fdm sa roboty postaraj\u00fa o jednoduch\u00e9, presne definovan\u00e9 \u00falohy, va\u0161i agenti maj\u00fa viac \u010dasu na vybavovanie ot\u00e1zok, ktor\u00e9 si vy\u017eaduj\u00fa empatiu a komplexn\u00e9 rie\u0161enie probl\u00e9mov.   <\/p>\n\n\n\n<p>Automatiz\u00e1cia dok\u00e1\u017ee zvl\u00e1dnu\u0165 intern\u00e9 \u00falohy, ako je zhroma\u017e\u010fovanie inform\u00e1ci\u00ed o z\u00e1kazn\u00edkoch, zad\u00e1vanie \u00fadajov do CRM, vytv\u00e1ranie l\u00edstkov, pl\u00e1novanie hovorov a \u010fal\u0161ie.<br\/>Tento druh <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-automatizacia-pracovnych-postupov-v-cloude-cloudtalk\/\">automatiz\u00e1cie pracovn\u00fdch postupov<\/a> je preto jednou z k\u013e\u00fa\u010dov\u00fdch v\u00fdhod automatiz\u00e1cie kontaktn\u00fdch centier.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zv\u00fd\u0161enie spokojnosti z\u00e1kazn\u00edkov<\/h3>\n\n\n\n<p>Pod\u013ea prieskumu spolo\u010dnosti Zendesk <a href=\"https:\/\/cdn2.assets-servd.host\/paltry-coyote\/production\/exports\/2194a329d6f053118e42d885fe38fae7\/zendesk-cx-trends-2022-report.pdf\" target=\"_blank\" rel=\"noopener\">81 % z\u00e1kazn\u00edkov<\/a> tvrd\u00ed, \u017ee pozit\u00edvna sk\u00fasenos\u0165 so z\u00e1kazn\u00edckym servisom zvy\u0161uje pravdepodobnos\u0165 \u010fal\u0161ieho n\u00e1kupu od danej zna\u010dky.  <\/p>\n\n\n\n<p>V\u00fdznam spokojnosti z\u00e1kazn\u00edkov pre podniky preto nemo\u017eno prece\u0148ova\u0165.\nVa\u0161e call alebo kontaktn\u00e9 centrum je \u010dasto najpriamej\u0161ou linkou k z\u00e1kazn\u00edkom, tak\u017ee je k\u013e\u00fa\u010dov\u00fdm kontaktn\u00fdm bodom na zabezpe\u010denie ich spokojnosti. <\/p>\n\n\n\n<p>Automatizovan\u00e9 rie\u0161enia call centra m\u00f4\u017eu v\u00fdrazne zv\u00fd\u0161i\u0165 va\u0161e \u0161ance na zv\u00fd\u0161enie spokojnosti z\u00e1kazn\u00edkov.\nV\u00e4\u010d\u0161ia efektivita toti\u017e znamen\u00e1, \u017ee budete m\u00f4c\u0165 obsl\u00fa\u017ei\u0165 viac z\u00e1kazn\u00edkov v krat\u0161om \u010dase.\nNi\u017e\u0161ia \u010dakacia doba je tie\u017e jednozna\u010dne pozit\u00edvom pre ka\u017ed\u00e9ho z\u00e1kazn\u00edka.    <br\/>Efekt\u00edvna automatiz\u00e1cia kontaktn\u00e9ho centra navy\u0161e zvy\u0161uje va\u0161e \u0161ance vyrie\u0161i\u0165 ak\u00fdko\u013evek probl\u00e9m z\u00e1kazn\u00edka hne\u010f na prv\u00fdkr\u00e1t.\nTo je d\u00f4le\u017eit\u00e9, preto\u017ee v\u00fdskumy nazna\u010duj\u00fa, \u017ee ka\u017ed\u00e9 zv\u00fd\u0161enie miery vyrie\u0161enia prv\u00e9ho kontaktu o 1 % sa rovn\u00e1 <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/first-call-resolution-definition-measurement-best-practices\/\">zv\u00fd\u0161eniu spokojnosti z\u00e1kazn\u00edkov o 1 %<\/a>.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zlep\u0161enie zapojenia agentov<\/h3>\n\n\n\n<p>Okrem zv\u00fd\u0161enia prev\u00e1dzkovej efekt\u00edvnosti a spokojnosti z\u00e1kazn\u00edkov m\u00f4\u017ee automatiz\u00e1cia call centra pozit\u00edvne ovplyvni\u0165 aj anga\u017eovanos\u0165 pracovn\u00edkov.  <\/p>\n\n\n\n<p>Vezmime si ako pr\u00edklad automatiz\u00e1ciu pr\u00e1ce po telefon\u00e1te (ACW).\nUmel\u00e1 inteligencia pre automatiz\u00e1ciu call centra a <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/integrovany-softver-pre-call-centra\/\">jednoduch\u00e1 integr\u00e1cia<\/a> so syst\u00e9mom CRM m\u00f4\u017eu va\u0161im agentom odobra\u0165 r\u00f4zne \u010dasovo n\u00e1ro\u010dn\u00e9 \u00falohy.\nNapr\u00edklad prid\u00e1vanie pozn\u00e1mok k hovorom do syst\u00e9mu CRM, pl\u00e1novanie n\u00e1sledn\u00fdch \u010dinnost\u00ed a zad\u00e1vanie \u010fal\u0161\u00edch \u00fadajov.  <\/p>\n\n\n\n<p>Ide o \u00falohy, ktor\u00e9 &#8211; hoci s\u00fa d\u00f4le\u017eit\u00e9 &#8211; agentov \u010dasto nenap\u013a\u0148aj\u00fa.\nPre mnoh\u00fdch z nich je l\u00e1kavej\u0161ia mo\u017enos\u0165 komunikova\u0165 so z\u00e1kazn\u00edkmi a rie\u0161i\u0165 ich probl\u00e9my.\nV\u010faka AI, ktor\u00e1 sa star\u00e1 o ACW, sa m\u00f4\u017eu ove\u013ea slobodnej\u0161ie venova\u0165 t\u00fdmto n\u00e1ro\u010dnej\u0161\u00edm \u00faloh\u00e1m.    <br\/>Lep\u0161\u00ed zamestnanci bud\u00fa pravdepodobne pristupova\u0165 k svojej pr\u00e1ci s nad\u0161en\u00edm a iniciat\u00edvou.\nNavy\u0161e je menej pravdepodobn\u00e9, \u017ee od\u00eddu alebo si vezm\u00fa zbyto\u010dn\u00fa pr\u00e1ceneschopnos\u0165.\nPod\u013ea prieskumu spolo\u010dnosti SQM Group je fluktu\u00e1cia a absencia agentov najv\u00e4\u010d\u0161\u00edm probl\u00e9mom pre <a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">47 % mana\u017e\u00e9rov<\/a> prev\u00e1dzkuj\u00facich call centr\u00e1.    <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zv\u00fd\u0161enie rozl\u00ed\u0161enia prv\u00e9ho hovoru a \u010fal\u0161\u00edch k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov<\/h3>\n\n\n\n<p>Niekedy m\u00f4\u017ee by\u0165 pos\u00fadenie vplyvu zlep\u0161en\u00ed na prev\u00e1dzku v\u00e1\u0161ho call centra zlo\u017eit\u00e9.\nAko napr\u00edklad skuto\u010dne viete, \u010di automatiz\u00e1cia call centra zvy\u0161uje efektivitu a spokojnos\u0165 z\u00e1kazn\u00edkov?   <\/p>\n\n\n\n<p>Odpove\u010fou je <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/analytika\/\">anal\u00fdza call centra<\/a> a sledovanie vplyvu automatiz\u00e1cie na k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti (KPI).\nNa\u0161\u0165astie existuje cel\u00fd rad t\u00fdch, ktor\u00e9 m\u00f4\u017ee efekt\u00edvna automatiz\u00e1cia pozit\u00edvne ovplyvni\u0165. <\/p>\n\n\n\n<p>Najlep\u0161\u00edm pr\u00edkladom je rie\u0161enie prv\u00e9ho hovoru alebo kontaktu (FCR).\nPomocou spr\u00e1vneho rie\u0161enia automatizovan\u00e9ho call centra m\u00f4\u017eete efekt\u00edvnej\u0161ie smerova\u0165 hovory, aby sa ka\u017ed\u00fd volaj\u00faci dostal k spr\u00e1vnemu agentovi.\nT\u00fdm sa eliminuje frustruj\u00face presmerovanie medzi agentmi a zvy\u0161uje sa po\u010det probl\u00e9mov vyrie\u0161en\u00fdch v prvom kontaktnom bode.    <\/p>\n\n\n\n<p>Navy\u0161e presmerovanie volaj\u00facich na agentov, o ktor\u00fdch viete, \u017ee s\u00fa schopn\u00ed vyrie\u0161i\u0165 ich probl\u00e9my, m\u00f4\u017ee zv\u00fd\u0161i\u0165 aj \u010fal\u0161ie s\u00favisiace ukazovatele:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Priemern\u00fd \u010das manipul\u00e1cie (AHT)<\/li>\n\n\n\n<li>Priemern\u00e1 d\u013a\u017eka hovoru<\/li>\n\n\n\n<li>N\u00e1klady na hovor (CPC)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Zn\u00ed\u017eenie prev\u00e1dzkov\u00fdch n\u00e1kladov<\/h3>\n\n\n\n<p>Ke\u010f u\u017e hovor\u00edme o n\u00e1kladoch, pokia\u013e ide o v\u00fdhody automatiz\u00e1cie call centra, je tu aj vplyv, ktor\u00fd m\u00e1 na va\u0161e hospod\u00e1rske v\u00fdsledky.\nEfekt\u00edvna automatiz\u00e1cia v\u00e1m toti\u017e m\u00f4\u017ee pom\u00f4c\u0165 zn\u00ed\u017ei\u0165 prev\u00e1dzkov\u00e9 n\u00e1klady.   <\/p>\n\n\n\n<p>Zlep\u0161en\u00edm efektivity a odstr\u00e1nen\u00edm opakuj\u00facich sa, \u010dasovo n\u00e1ro\u010dn\u00fdch \u00faloh od va\u0161ich agentov zv\u00fd\u0161ite po\u010det hovorov, ktor\u00e9 m\u00f4\u017eu vybavi\u0165 za hodinu a zmenu.\nTo znamen\u00e1, \u017ee pri rovnak\u00fdch mzdov\u00fdch n\u00e1kladoch sa vyrie\u0161i viac probl\u00e9mov z\u00e1kazn\u00edkov.   <\/p>\n\n\n\n<p>N\u00e1klady na jeden hovor alebo kontakt sa tak zn\u00ed\u017eia a toto je dobr\u00fd pr\u00edklad toho, ako m\u00f4\u017ee automatiz\u00e1cia zn\u00ed\u017ei\u0165 prev\u00e1dzkov\u00e9 n\u00e1klady.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Poskytovanie z\u00e1kazn\u00edckej podpory 24\/7<\/h3>\n\n\n\n<p>Niektor\u00e9 podniky m\u00f4\u017eu prev\u00e1dzkova\u0165 svoje call centr\u00e1 a ma\u0165 agentov v nepretr\u017eitej prev\u00e1dzke vo dne aj v noci.\nMnoh\u00e9 z nich v\u0161ak na to nemaj\u00fa logistick\u00e9 mo\u017enosti ani rozpo\u010det.\n\u010co ak v\u0161ak m\u00e1te z\u00e1kazn\u00edkov, ktor\u00ed o\u010dak\u00e1vaj\u00fa nepretr\u017eit\u00fa podporu?  <\/p>\n\n\n\n<p>Aj tu pom\u00e1ha automatiz\u00e1cia hovorov alebo kontaktn\u00fdch centier. <a href=\"https:\/\/thecxlead.com\/tools\/best-ai-chatbot-for-customer-service\/\" target=\"_blank\" rel=\"noopener\">Chatboti s konverza\u010dnou technol\u00f3giou AI<\/a> alebo dokonca ponuky IVR naprogramovan\u00e9 s vopred nahrat\u00fdmi spr\u00e1vami m\u00f4\u017eu pom\u00f4c\u0165 poskytn\u00fa\u0165 odpovede aj vtedy, ke\u010f va\u0161i agenti nie s\u00fa k dispoz\u00edcii.  <\/p>\n\n\n\n<p>Ak m\u00e1 volaj\u00faci trochu zlo\u017eitej\u0161\u00ed probl\u00e9m, v\u00e1\u0161 chatbot alebo IVR by mu mohli navrhn\u00fa\u0165 niektor\u00e9 samoobslu\u017en\u00e9 alternat\u00edvy.\nMo\u017eno by si napr\u00edklad mohol pozrie\u0165 va\u0161u online znalostn\u00fa datab\u00e1zu alebo centrum pomoci a n\u00e1js\u0165 odpove\u010f. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Pr\u00edpady pou\u017eitia automatiz\u00e1cie kontaktn\u00e9ho centra<\/h2>\n\n\n\n<p>Automatiz\u00e1ciu call centra m\u00f4\u017eete pou\u017ei\u0165 v r\u00f4znych oblastiach svojej \u010dinnosti a r\u00f4znymi sp\u00f4sobmi.\nNi\u017e\u0161ie s\u00fa uveden\u00e9 len niektor\u00e9 pr\u00edklady pr\u00edpadov pou\u017eitia, ktor\u00e9 s\u00fa be\u017en\u00e9 medzi najnov\u0161\u00edmi trendmi automatiz\u00e1cie call centra: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Zavedenie samoobslu\u017en\u00fdch interakci\u00ed<\/h3>\n\n\n\n<p>Samoobslu\u017en\u00e1 automatiz\u00e1cia je priama automatiz\u00e1cia interakci\u00ed so z\u00e1kazn\u00edkmi, napr\u00edklad prostredn\u00edctvom chatbotov alebo IVR.\nChatboty m\u00f4\u017eu tie\u017e proakt\u00edvne iniciova\u0165 konverz\u00e1ciu s n\u00e1v\u0161tevn\u00edkmi webov\u00fdch str\u00e1nok a pon\u00faknu\u0165 im pomoc.   <\/p>\n\n\n\n<p>Tieto automatizovan\u00e9 procesy nielen\u017ee skracuj\u00fa \u010das rie\u0161enia, ale pon\u00fakaj\u00fa aj slu\u017eby 24 hod\u00edn denne, 7 dn\u00ed v t\u00fd\u017edni a \u0161etria peniaze t\u00fdm, \u017ee zni\u017euj\u00fa potrebu kontaktu medzi \u013eu\u010fmi.\nTo sa naozaj oplat\u00ed, preto\u017ee pribli\u017ene \u00be mileni\u00e1lov v s\u00fa\u010dasnosti uprednost\u0148uje automatizovan\u00e9 slu\u017eby pred interakciou s \u013eu\u010fmi. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Preh\u013ead v\u00fdhod:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ponuka slu\u017eieb 24\/7<\/li>\n\n\n\n<li>\u00daspora \u010dasu v\u010faka r\u00fdchlemu vyh\u013ead\u00e1vaniu \u00fadajov<\/li>\n\n\n\n<li>Lacnej\u0161ie rie\u0161enie v\u010faka zn\u00ed\u017eeniu potreby v\u00e4\u010d\u0161ieho po\u010dtu agentov<\/li>\n\n\n\n<li>Popularita automatizovan\u00fdch inform\u00e1ci\u00ed rastie<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">#2 zefekt\u00edvnenie a automatiz\u00e1cia pracovn\u00fdch postupov<\/h3>\n\n\n\n<p>Automatiz\u00e1cia pracovn\u00fdch postupov spo\u010d\u00edva v tom, \u017ee agentom odoberiete tieto opakuj\u00face sa \u00falohy z pliec.\nAk umo\u017en\u00edte automatiz\u00e1cii, aby tieto \u00falohy zvl\u00e1dla, u\u0161etr\u00edte agentom zna\u010dn\u00e9 mno\u017estvo \u010dasu a energie.\nPreto rastie produktivita a zni\u017euje sa po\u010det ch\u00fdb.    <\/p>\n\n\n\n<p>Softv\u00e9r na automatiz\u00e1ciu call centra m\u00f4\u017ee prevzia\u0165 procesy, ako je vyh\u013ead\u00e1vanie inform\u00e1ci\u00ed, prep\u00ednanie medzi aplik\u00e1ciami, pokrytie viacer\u00fdch kan\u00e1lov, zhroma\u017e\u010fovanie a ukladanie \u00fadajov alebo dokonca spracovanie n\u00e1sledn\u00fdch kontaktov s klientmi.  <\/p>\n\n\n\n<p>Dok\u00e1\u017ee tie\u017e spracov\u00e1va\u0165 fakt\u00fary alebo odosiela\u0165 n\u00e1sledn\u00e9 e-maily a textov\u00e9 spr\u00e1vy.\nTie m\u00f4\u017eu obsahova\u0165 napr\u00edklad prieskum na hodnotenie v\u00fdkonu v\u00e1\u0161ho agenta alebo ak\u00fdko\u013evek druh inform\u00e1ci\u00ed po\u017eadovan\u00fdch klientom &#8211; prepisy konverz\u00e1ci\u00ed, hist\u00f3riu n\u00e1kupov at\u010f.<br\/>Okrem spr\u00e1vneho softv\u00e9ru pre automatizovan\u00e9 call centr\u00e1 je pre efekt\u00edvne fungovanie automatiz\u00e1cie workflow rozhoduj\u00faca aj nat\u00edvna <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/integrovany-softver-pre-call-centra\/\">integr\u00e1cia s va\u0161\u00edm CRM<\/a>.\nV\u010faka nim s\u00fa automatizovan\u00e9 \u00falohy, ako je aktualiz\u00e1cia z\u00e1znamov o z\u00e1kazn\u00edkoch, pl\u00e1novanie n\u00e1sledn\u00fdch hovorov a \u010fal\u0161ie, ove\u013ea jednoduch\u0161ie.    <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Preh\u013ead v\u00fdhod:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00daspora \u010dasu pri vykon\u00e1van\u00ed opakuj\u00facich sa \u00faloh<\/li>\n\n\n\n<li>Poskytnutie priestoru agentom, aby sa mohli s\u00fastredi\u0165 na zlo\u017eitej\u0161ie \u00falohy<\/li>\n\n\n\n<li>Zachovanie rovnov\u00e1hy medzi pracovn\u00fdm a s\u00fakromn\u00fdm \u017eivotom zn\u00ed\u017een\u00edm niektor\u00fdch povinnost\u00ed<\/li>\n\n\n\n<li>Zn\u00ed\u017eenie po\u010dtu ch\u00fdb a zv\u00fd\u0161enie produktivity<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Skr\u00e1tenie predajn\u00fdch cyklov<\/h3>\n\n\n\n<p>T\u00e1to forma automatiz\u00e1cie je trochu \u0161pecifickej\u0161ia a zameriava sa na marketingov\u00e9 a najm\u00e4 predajn\u00e9 \u00falohy.  <\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-automate-your-sales-process\/\">Automatiz\u00e1cia predaja<\/a> v podstate znamen\u00e1 automatiz\u00e1ciu a zjednodu\u0161enie v\u0161etk\u00fdch \u00faloh, ktor\u00e9 s\u00fa d\u00f4le\u017eit\u00e9 pre uzatv\u00e1ranie obchodov a dosahovanie zisku.\nAutomatiz\u00e1cia predaja m\u00f4\u017ee dokonca skr\u00e1ti\u0165 v\u00e1\u0161 predajn\u00fd cyklus. <\/p>\n\n\n\n<p>M\u00f4\u017ee sa postara\u0165 o onboarding a realiz\u00e1ciu kampan\u00ed z\u00e1kazn\u00edckeho call centra alebo o r\u00fdchly zber d\u00f4le\u017eit\u00fdch \u00fadajov pre ponuku z\u00e1kazn\u00edckej sk\u00fasenosti na mieru.\nAutomatiz\u00e1cia predaja m\u00f4\u017ee tie\u017e efekt\u00edvne zvl\u00e1dnu\u0165 zasielanie personalizovan\u00fdch e-mailov\u00fdch pon\u00fak, inform\u00e1ci\u00ed o nov\u00fdch produktoch a slu\u017eb\u00e1ch, aktualiz\u00e1ci\u00ed o doru\u010den\u00ed n\u00e1kupu at\u010f.   <\/p>\n\n\n\n<p>Preto op\u00e4\u0165 \u0161etr\u00ed \u010das agentov t\u00fdm, \u017ee spracov\u00e1va niektor\u00e9 ich \u00falohy.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Preh\u013ead v\u00fdhod:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Zhroma\u017e\u010fovanie ve\u013ek\u00e9ho mno\u017estva u\u017eito\u010dn\u00fdch \u00fadajov o z\u00e1kazn\u00edkoch<\/li>\n\n\n\n<li>Pomoc pri predajnom cykle prostredn\u00edctvom automatiz\u00e1cie a zjednodu\u0161enia \u00faloh  <\/li>\n\n\n\n<li>\u00daspora \u010dasu a pe\u0148az\u00ed v\u010faka ove\u013ea r\u00fdchlej\u0161iemu vykon\u00e1vaniu \u00faloh<\/li>\n\n\n\n<li>Odbremenenie zamestnancov od opakuj\u00facich sa \u00faloh<\/li>\n<\/ul>\n\n\n\n<p>Pozrite sa, ako m\u00f4\u017eete zlep\u0161i\u0165 telefonovanie pomocou softv\u00e9ru Sales Dialer:<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\"> \n<iframe loading=\"lazy\" title=\"Sales Dialer Software 2024: How to use sales dialer\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/3WyeIuZbB-w?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>\n <\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Poskytovanie automatizovan\u00e9ho vedenia agentov<\/h3>\n\n\n\n<p>Pr\u00e1ca agenta nie je v mnoh\u00fdch pr\u00edpadoch jednoduch\u00e1.\nMusia ma\u0165 na pam\u00e4ti ve\u013ea vec\u00ed, napr\u00edklad \u0161pecifick\u00e9 technick\u00e9 inform\u00e1cie, bezpe\u010dnostn\u00e9 predpisy s\u00favisiace s predajom a \u010fal\u0161ie.\nA priznajme si, \u017ee ani t\u00ed najv\u00fdnimo\u010dnej\u0161\u00ed agenti si nedok\u00e1\u017eu zapam\u00e4ta\u0165 v\u0161etko.\nTo je \u010fal\u0161ia oblas\u0165, v ktorej sa automatiz\u00e1cia call centra hod\u00ed.   <\/p>\n\n\n\n<p>Automatizovan\u00e9 vedenie agentov sa vz\u0165ahuje na pomoc v re\u00e1lnom \u010dase, ktor\u00e1 pom\u00e1ha agentom v konkr\u00e9tnych situ\u00e1ci\u00e1ch pri komunik\u00e1cii so z\u00e1kazn\u00edkmi.\nNapr\u00edklad im pripom\u00edna v\u0161etky pravidl\u00e1 alebo predpisy a rad\u00ed pri nevyhnutn\u00fdch krokoch na odstr\u00e1nenie probl\u00e9mov.\nM\u00f4\u017ee ma\u0165 podobu chatbota, skriptov, vizu\u00e1lneho mapovania alebo in\u00fdch n\u00e1strojov.    <\/p>\n\n\n\n<p>Inteligentn\u00e9 automatiza\u010dn\u00e9 syst\u00e9my s umelou inteligenciou dok\u00e1\u017eu \u010d\u00edta\u0165 situ\u00e1cie a pou\u017e\u00edva\u0165 spracovanie jazyka alebo anal\u00fdzu n\u00e1lad.\nNa z\u00e1klade zisten\u00fdch poznatkov syst\u00e9my posielaj\u00fa agentom relevantn\u00e9 pokyny. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Preh\u013ead v\u00fdhod:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Poskytovanie poradenstva agentom v re\u00e1lnom \u010dase<\/li>\n\n\n\n<li>Vzdel\u00e1vanie zamestnancov<\/li>\n\n\n\n<li>Ubezpe\u010denie o spr\u00e1vnosti v\u0161etk\u00fdch poskytnut\u00fdch inform\u00e1ci\u00ed  <\/li>\n\n\n\n<li>Odstr\u00e1nenie potreby pomoci \u013eudsk\u00e9ho \u010dinite\u013ea<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">#5 zefekt\u00edvnite pl\u00e1novanie<\/h3>\n\n\n\n<p>Optimaliz\u00e1cia pracovnej sily je nevyhnutn\u00e1 pre hladk\u00fd chod ka\u017ed\u00e9ho call alebo kontaktn\u00e9ho centra.\nJednou z jej hlavn\u00fdch s\u00fa\u010dast\u00ed je efekt\u00edvne pl\u00e1novanie agentov na prij\u00edmanie alebo uskuto\u010d\u0148ovanie hovorov.   <\/p>\n\n\n\n<p>Ak m\u00e1te na zmene pr\u00edli\u0161 m\u00e1lo agentov, m\u00f4\u017eete necha\u0165 z\u00e1kazn\u00edkov \u010daka\u0165, pred\u013a\u017ei\u0165 \u010das vybavovania a dokonca nesplni\u0165 ciele dohody o \u00farovni slu\u017eieb (SLA).\nAk ich bude na zmene pr\u00edli\u0161 ve\u013ea, budete plati\u0165 agentom za to, \u017ee sedia na svojich pracovn\u00fdch miestach a ni\u010d nerobia.   <\/p>\n\n\n\n<p>Pl\u00e1novanie teda tradi\u010dne zaber\u00e1 ve\u013ea \u010dasu ved\u00faceho alebo mana\u017e\u00e9ra call centra.  <\/p>\n\n\n\n<p>Aj tu m\u00f4\u017ee pom\u00f4c\u0165 automatiz\u00e1cia a umel\u00e1 inteligencia.\nAlgoritmy poh\u00e1\u0148an\u00e9 umelou inteligenciou dok\u00e1\u017eu r\u00fdchlo a presne analyzova\u0165 v\u0161etky \u00fadaje s\u00favisiace s pl\u00e1novan\u00edm agentov. <\/p>\n\n\n\n<p>To zah\u0155\u0148a:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Predpokladan\u00fd po\u010det hovorov<\/li>\n\n\n\n<li>Agenti, ktor\u00ed maj\u00fa v s\u00fa\u010dasnosti napl\u00e1novan\u00fa pr\u00e1cu<\/li>\n\n\n\n<li>\u010cas, kedy maj\u00fa agenti napl\u00e1novan\u00fa pr\u00e1cu<\/li>\n\n\n\n<li>Ktor\u00e9 \u010fal\u0161ie l\u00e1tky s\u00fa k dispoz\u00edcii<\/li>\n<\/ul>\n\n\n\n<p>Po anal\u00fdze t\u00fdchto \u00fadajov m\u00f4\u017eu automatiza\u010dn\u00e9 rie\u0161enia na b\u00e1ze umelej inteligencie pom\u00f4c\u0165 mana\u017e\u00e9rom r\u00fdchlej\u0161ie vytv\u00e1ra\u0165 dokonal\u00e9 harmonogramy.  <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Preh\u013ead v\u00fdhod:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00daspora \u010dasu mana\u017e\u00e9rov a ved\u00facich call centra<\/li>\n\n\n\n<li>Udr\u017eiavanie \u0161tandardov z\u00e1kazn\u00edckej podpory<\/li>\n\n\n\n<li>Zmiernenie tlaku na zamestnancov<\/li>\n\n\n\n<li>Zn\u00ed\u017eenie prev\u00e1dzkov\u00fdch n\u00e1kladov<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">#6 Zlep\u0161enie progn\u00f3zovania<\/h3>\n\n\n\n<p>Reagovanie na trendy je neoddelite\u013enou s\u00fa\u010das\u0165ou ka\u017edodennej prev\u00e1dzky call centra.\nE\u0161te lep\u0161ie v\u0161ak je, ak dok\u00e1\u017eete trendy a zmeny predv\u00edda\u0165 sk\u00f4r, ako nastan\u00fa, a pripravi\u0165 sa na ne vopred.   <\/p>\n\n\n\n<p>Tu prich\u00e1dza na rad progn\u00f3zovanie.\nIde o zber a anal\u00fdzu \u00fadajov z call centra s cie\u013eom z\u00edska\u0165 poznatky a predpoveda\u0165 bud\u00faci v\u00fdvoj.\nNajz\u00e1sadnej\u0161ie to znamen\u00e1 predv\u00edda\u0165, kedy budete ma\u0165 vysok\u00fd po\u010det hovorov, a zabezpe\u010di\u0165, aby ste ich dok\u00e1zali efekt\u00edvne vybavi\u0165.    <\/p>\n\n\n\n<p>Tak\u00e1to anal\u00fdza \u00fadajov je pre algoritmy umelej inteligencie hra\u010dkou.\nPou\u017eit\u00edm automatiz\u00e1cie pri progn\u00f3zovan\u00ed v call centre m\u00f4\u017eete ma\u0165 n\u00e1skok pred ostatn\u00fdmi bez toho, aby va\u0161i zamestnanci tr\u00e1vili hodiny a hodiny prepo\u010d\u00edtavan\u00edm \u010d\u00edsel.   <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Preh\u013ead v\u00fdhod<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Predv\u00eddanie a proakt\u00edvna pr\u00edprava na ru\u0161n\u00e9 obdobia<\/li>\n\n\n\n<li>\u00daspora \u010dasu pri manu\u00e1lnom predpovedan\u00ed<\/li>\n\n\n\n<li>N\u00e1kladov\u00e1 efekt\u00edvnos\u0165<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"423\" height=\"512\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6.png\" alt=\"\" class=\"wp-image-204624\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6.png 423w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6-248x300.png 248w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6-354x428.png 354w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6-350x424.png 350w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6-93x113.png 93w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-6-73x88.png 73w\" sizes=\"auto, (max-width: 423px) 100vw, 423px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">3 be\u017en\u00e9 probl\u00e9my pri zav\u00e1dzan\u00ed automatiz\u00e1cie call centra<\/h2>\n\n\n\n<p>Teraz, ke\u010f ste sa obozn\u00e1mili s v\u00fdhodami a pr\u00edpadmi pou\u017eitia automatiz\u00e1cie call centra &#8211; ako aj s niektor\u00fdmi trendmi automatiz\u00e1cie kontaktn\u00fdch centier &#8211; mo\u017eno uva\u017eujete o jej vyu\u017eit\u00ed vo svojom call centre.  <\/p>\n\n\n\n<p>Ak \u00e1no, budete chcie\u0165 vedie\u0165 o niektor\u00fdch probl\u00e9moch a v\u00fdzvach, ktor\u00fdm m\u00f4\u017eete na tejto ceste \u010deli\u0165:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Vyv\u00e1\u017eenie automatiz\u00e1cie a interakcie s \u013eu\u010fmi<\/h3>\n\n\n\n<p>Najlep\u0161ie n\u00e1pady na automatiz\u00e1ciu call centra s\u00fa tie, ktor\u00e9 <strong>podporuj\u00fa<\/strong> va\u0161ich existuj\u00facich agentov pomocou umelej inteligencie.\nNemali by ste uva\u017eova\u0165 o automatiz\u00e1cii ako o n\u00e1hrade \u013eudsk\u00e9ho vstupu, najm\u00e4 nie pokia\u013e ide o interakciu so z\u00e1kazn\u00edkmi.   <\/p>\n\n\n\n<p>Hoci <a href=\"https:\/\/cxtrends.zendesk.com\/\" target=\"_blank\" rel=\"noopener\">70 % spotrebite\u013eov<\/a> ver\u00ed, \u017ee umel\u00e1 inteligencia sa stala modernou s\u00fa\u010das\u0165ou slu\u017eieb z\u00e1kazn\u00edkom, \u013eudsk\u00fd pr\u00edstup je st\u00e1le \u010dasto oce\u0148ovan\u00fd.\nNapr\u00edklad <a href=\"https:\/\/www.forbes.com\/advisor\/business\/artificial-intelligence-consumer-sentiment\/\" target=\"_blank\" rel=\"noopener\">58 % spotrebite\u013eov<\/a> ned\u00e1vno uviedlo, \u017ee m\u00e1 obavy z toho, aby sa na odpovede na ich ot\u00e1zky pou\u017e\u00edvala umel\u00e1 inteligencia prostredn\u00edctvom chatbotov.\nZav\u00e1dzanie automatiz\u00e1cie call centra je preto krehk\u00fdm vyva\u017eovac\u00edm aktom.  <\/p>\n\n\n\n<p>Automatiz\u00e1cia procesov \u0161etr\u00ed \u010das a zdroje a zvy\u0161uje efektivitu.\nAk v\u0161ak z\u00e1jdete pri\u010faleko, riskujete, \u017ee si odrad\u00edte z\u00e1kazn\u00edkov.\nM\u00f4\u017eu si za\u010da\u0165 myslie\u0165, \u017ee va\u0161e v\u00fdsledky pre v\u00e1s znamenaj\u00fa viac ako oni.\nSkuto\u010dne osobn\u00e1 a p\u00fatav\u00e1 z\u00e1kazn\u00edcka sk\u00fasenos\u0165 st\u00e1le potrebuje \u013eudsk\u00fd vklad.   <\/p>\n\n\n\n<p>Tu je nieko\u013eko tipov, ako dosiahnu\u0165 spr\u00e1vnu rovnov\u00e1hu:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pred zaveden\u00edm akejko\u013evek automatiz\u00e1cie z\u00edskajte podnety od agentov<\/li>\n\n\n\n<li>V\u017edy poskytnite volaj\u00facim mo\u017enos\u0165 hovori\u0165 s \u010dlovekom, ak si to \u017eelaj\u00fa.<\/li>\n\n\n\n<li>Pomocou prieskumov z\u00edskajte sp\u00e4tn\u00fa v\u00e4zbu od z\u00e1kazn\u00edkov, aby ste mohli r\u00fdchlo zisti\u0165 pr\u00edpadn\u00e9 probl\u00e9my s automatiz\u00e1ciou.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Z\u00edskanie s\u00fahlasu zamestnancov a ich efekt\u00edvne za\u0161kolenie<\/h3>\n\n\n\n<p>T\u00e1to v\u00fdzva implement\u00e1cie automatiz\u00e1cie call centra je neoddelite\u013ene spojen\u00e1 s prvou v\u00fdzvou.\nAk maj\u00fa va\u0161i zamestnanci pocit, \u017ee zav\u00e1dzate umel\u00fa inteligenciu s cie\u013eom nahradi\u0165 ich &#8211; a nie ich podpori\u0165 -, potom je nepravdepodobn\u00e9, \u017ee by boli za tak\u00e9to zmeny.   <\/p>\n\n\n\n<p>Ak chcete zavies\u0165 automatick\u00e9 pracovn\u00e9 postupy alebo procesy call centra, uistite sa, \u017ee zamestnanci s\u00fahlasia.  <\/p>\n\n\n\n<p>Tu je nieko\u013eko tipov, ako na to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identifikujte spr\u00e1vne procesy na automatiz\u00e1ciu &#8211; tie, ktor\u00e9 agenti pova\u017euj\u00fa za \u010dasovo n\u00e1ro\u010dn\u00e9.<\/li>\n\n\n\n<li>Vo v\u0161etk\u00fdch f\u00e1zach plne informujte svoje t\u00edmy o zmen\u00e1ch, ktor\u00e9 pl\u00e1nujete vykona\u0165.  <\/li>\n\n\n\n<li>Postupn\u00e9 zav\u00e1dzanie automatiz\u00e1cie<\/li>\n\n\n\n<li>Starostlivo sledujte v\u0161etky snahy o automatiz\u00e1ciu a z\u00edskavajte sp\u00e4tn\u00fa v\u00e4zbu od zamestnancov o ich implement\u00e1cii.  <\/li>\n<\/ul>\n\n\n\n<p>K\u013e\u00fa\u010dov\u00e9 je aj \u0161kolenie zamestnancov, aby dok\u00e1zali \u010do najlep\u0161ie vyu\u017ei\u0165 v\u0161etky mo\u017enosti automatiz\u00e1cie.\nTo znamen\u00e1, \u017ee ich mus\u00edte pou\u010di\u0165 o mo\u017enostiach softv\u00e9ru automatizovan\u00e9ho call centra a poskytn\u00fa\u0165 im potrebn\u00fa podporu pri jeho pou\u017e\u00edvan\u00ed. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">V\u00fdber spr\u00e1vneho softv\u00e9ru na automatiz\u00e1ciu<\/h3>\n\n\n\n<p>Poslednou potenci\u00e1lnou v\u00fdzvou pri zav\u00e1dzan\u00ed automatiz\u00e1cie call centra je v\u00fdber spr\u00e1vneho rie\u0161enia na podporu v\u00e1\u0161ho call centra.\nV s\u00fa\u010dasnosti je na trhu ve\u013ea n\u00e1strojov na automatiz\u00e1ciu kontaktn\u00fdch centier.   <\/p>\n\n\n\n<p>Prinajmen\u0161om sa mus\u00edte uisti\u0165, \u017ee zvolen\u00e1 platforma:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u013dahko sa konfiguruje a pou\u017e\u00edva<\/li>\n\n\n\n<li>Integruje sa s va\u0161imi existuj\u00facimi obchodn\u00fdmi n\u00e1strojmi &#8211; najm\u00e4 s va\u0161\u00edm CRM<\/li>\n\n\n\n<li>Je spo\u013eahliv\u00fd a bezpe\u010dn\u00fd<\/li>\n\n\n\n<li>M\u00e1 v\u0161etky po\u017eadovan\u00e9 funkcie a vlastnosti.<\/li>\n<\/ul>\n\n\n\n<p>Ak sa chcete dozvedie\u0165 viac o v\u00fdbere spr\u00e1vnych rie\u0161en\u00ed automatiz\u00e1cie call centra, \u010d\u00edtajte \u010falej.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co h\u013eada\u0165 v softv\u00e9ri na automatiz\u00e1ciu call centra<\/h2>\n\n\n\n<p>Spr\u00e1vne rie\u0161enia automatiz\u00e1cie call centra pom\u00f4\u017eu va\u0161ej firme vyu\u017ei\u0165 v\u0161etky v\u00fdhody, o ktor\u00fdch sme hovorili, s minimom starost\u00ed.\nTu sa dozviete, na \u010do treba myslie\u0165 pri v\u00fdbere n\u00e1stroja: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Funkcie na splnenie va\u0161ich jedine\u010dn\u00fdch potrieb<\/h3>\n\n\n\n<p>Pred v\u00fdberom automatiza\u010dn\u00e9ho rie\u0161enia si n\u00e1jdite \u010das na jasn\u00e9 definovanie potrieb v\u00e1\u0161ho call centra.\nAk\u00e9 s\u00fa va\u0161e ciele v oblasti automatiz\u00e1cie?\nKtor\u00fdm oblastiam prev\u00e1dzky by automatiz\u00e1cia najviac prospela?  <br\/><br\/>Ke\u010f pozn\u00e1te odpovede na tieto ot\u00e1zky, m\u00f4\u017eete ur\u010di\u0165 funkcie softv\u00e9ru, ktor\u00e9 <strong>mus\u00edte ma\u0165<\/strong>, ktor\u00e9 je <strong>dobr\u00e9 ma\u0165<\/strong> a ktor\u00e9 v\u00f4bec nepotrebujete. <br\/>Ak je napr\u00edklad hlavn\u00fdm cie\u013eom u\u0161etri\u0165 \u010das, ktor\u00fd agenti str\u00e1via roben\u00edm pozn\u00e1mok pri hovoroch, potom je <a href=\"https:\/\/test-staging.cloudtalk.io\/call-transcription\/\">automatick\u00fd prepis hovorov<\/a> povinnou funkciou.\nAk chcete predov\u0161etk\u00fdm zlep\u0161i\u0165 rie\u0161enie prv\u00fdch hovorov, rozhoduj\u00face je inteligentn\u00e9 smerovanie hovorov s umelou inteligenciou. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Nat\u00edvna integr\u00e1cia s n\u00e1strojmi, ktor\u00e9 u\u017e pou\u017e\u00edvate<\/h3>\n\n\n\n<p>Vybran\u00fd n\u00e1stroj na automatiz\u00e1ciu kontaktn\u00e9ho centra nebude fungova\u0165 vo v\u00e1kuu.\nAby ste z neho vy\u0165a\u017eili maximum, mal by fungova\u0165 v harm\u00f3nii s ostatn\u00fdmi softv\u00e9rov\u00fdmi n\u00e1strojmi.   <\/p>\n\n\n\n<p>Preto by ste mali h\u013eada\u0165 platformy, ktor\u00e9 sa bezprobl\u00e9movo integruj\u00fa s ostatn\u00fdmi rie\u0161eniami vo va\u0161om technologickom z\u00e1sobn\u00edku.  <\/p>\n\n\n\n<p>CloudTalk sa napr\u00edklad integruje so \u0161irokou \u0161k\u00e1lou popul\u00e1rnych syst\u00e9mov CRM vr\u00e1tane:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>HubSpot<\/li>\n\n\n\n<li>Zendesk<\/li>\n\n\n\n<li>Salesforce<\/li>\n\n\n\n<li>Pipedrive<\/li>\n\n\n\n<li>Zapier<\/li>\n\n\n\n<li>A \u010fal\u0161ie.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Zabudovan\u00e1 analytika<\/h3>\n\n\n\n<p>Jednou z ve\u013ek\u00fdch v\u00fdhod umelej inteligencie je jej schopnos\u0165 r\u00fdchlo a presne analyzova\u0165 ve\u013ek\u00e9 objemy \u00fadajov.\nAko napr\u00edklad \u00fadaje, ktor\u00e9 va\u0161e call centrum generuje zo stoviek &#8211; alebo dokonca tis\u00edcov interakci\u00ed so z\u00e1kazn\u00edkmi t\u00fd\u017edenne. <\/p>\n\n\n\n<p>Preto budete chcie\u0165, aby vybran\u00e1 automatiza\u010dn\u00e1 platforma obsahovala <a href=\"https:\/\/www.luzmo.com\/blog\/embedded-analytics-tools\" target=\"_blank\" rel=\"noopener\">zabudovan\u00e9 analytick\u00e9<\/a> funkcie.\nTie v\u00e1m poskytn\u00fa \u013eahko pochopite\u013en\u00e9 a pou\u017eite\u013en\u00e9 poznatky z va\u0161ich \u00fadajov.\nTak\u00e9to poznatky m\u00f4\u017eete vyu\u017ei\u0165 na prij\u00edmanie efekt\u00edvnych rozhodnut\u00ed a neust\u00e1le zlep\u0161ovanie prev\u00e1dzky call centra.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Zv\u00fd\u0161enie spokojnosti z\u00e1kazn\u00edkov a agentov pomocou automatiz\u00e1cie call centra<\/h2>\n\n\n\n<p>Automatiz\u00e1cia call centra tu nie je na to, aby nahradila pracovn\u00edkov podpory.\nJe tu na to, aby spolupracovala &#8211; preberala opakuj\u00face sa ka\u017edodenn\u00e9 \u00falohy a pom\u00e1hala s najr\u00f4znej\u0161\u00edmi procesmi. <\/p>\n\n\n\n<p>Automatiz\u00e1cia m\u00f4\u017ee u\u0161etri\u0165 peniaze aj zna\u010dn\u00e9 mno\u017estvo \u010dasu, zv\u00fd\u0161i\u0165 efektivitu, spokojnos\u0165 z\u00e1kazn\u00edkov a mor\u00e1lku zamestnancov.<\/p>\n\n\n\n<p>Existuje tie\u017e \u0161irok\u00e1 \u0161k\u00e1la oblast\u00ed, v ktor\u00fdch by va\u0161e call centrum mohlo profitova\u0165 z automatiz\u00e1cie.\nPatria sem samoobslu\u017en\u00e9 interakcie, automatiz\u00e1cia pracovn\u00fdch postupov a \u010fal\u0161ie.   <\/p>\n\n\n\n<p>Rozhoduj\u00face pre to, aby ste z automatiz\u00e1cie call centra vy\u0165a\u017eili \u010do najviac, je v\u0161ak v\u00fdber spr\u00e1vneho softv\u00e9ru, ktor\u00fd v\u00e1s bude podporova\u0165.  <\/p>\n\n\n\n<p>Kontaktujte n\u00e1s e\u0161te dnes a zistite, \u010di je CloudTalk ten prav\u00fd!<\/p>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky o automatiz\u00e1cii call centra<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">M\u00f4\u017ee alebo m\u00e1 automatiz\u00e1cia call centra nahradi\u0165 agentov?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Nie a nie.<br \/>\nTechnol\u00f3gia automatiz\u00e1cie call centra sa vyv\u00edja r\u00fdchlym tempom.<br \/>\nAv\u0161ak ani tie najsofistikovanej\u0161ie rie\u0161enia st\u00e1le nedok\u00e1\u017eu urobi\u0165 v\u0161etko, \u010do dok\u00e1\u017ee \u013eudsk\u00fd agent.<br \/>\nA ani by nemali.<br \/>\nVa\u0161i z\u00e1kazn\u00edci st\u00e1le \u010dasto ocenia \u013eudsk\u00fd pr\u00edstup.<br \/>\nO automatiz\u00e1cii call centra by sa preto malo uva\u017eova\u0165 ako o technol\u00f3gii podporuj\u00facej va\u0161ich agentov &#8211; nie ako o ich n\u00e1hrade.       <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 s\u00fa niektor\u00e9 povinn\u00e9 automatiz\u00e1cie pre va\u0161e call centrum?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>&#8222;Povinn\u00e9&#8220; automatiz\u00e1cie sa v jednotliv\u00fdch call centr\u00e1ch l\u00ed\u0161ia na z\u00e1klade ich jedine\u010dn\u00fdch potrieb.<br \/>\nMedzi naj\u010dastej\u0161ie u\u017eito\u010dn\u00e9 automatiz\u00e1cie v\u0161ak patr\u00ed automatick\u00fd prepis hovorov, automatizovan\u00e1 pr\u00e1ca po hovore (aktualiz\u00e1cia CRM at\u010f.) a pl\u00e1novanie agentov s pomocou umelej inteligencie. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako m\u00f4\u017ee umel\u00e1 inteligencia a automatiz\u00e1cia zlep\u0161i\u0165 z\u00e1kazn\u00edcku sk\u00fasenos\u0165?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Existuje cel\u00fd rad sp\u00f4sobov, ako m\u00f4\u017eu umel\u00e1 inteligencia a automatiz\u00e1cia zlep\u0161i\u0165 z\u00e1kazn\u00edcku sk\u00fasenos\u0165.  <\/p>\n<p>Inteligentn\u00e9 smerovanie hovorov m\u00f4\u017ee zabezpe\u010di\u0165, aby sa volaj\u00faci dostali k agentovi, ktor\u00fd je najvhodnej\u0161\u00ed na zodpovedanie ich ot\u00e1zky.<br \/>\nChatboti s umelou inteligenciou m\u00f4\u017eu vyrie\u0161i\u0165 jednoduch\u0161ie ot\u00e1zky bez \u00fa\u010dasti agenta.<br \/>\nEfekt\u00edvne pl\u00e1novanie agentov m\u00f4\u017ee zabezpe\u010di\u0165, aby bol na zmene dostatok agentov na efekt\u00edvne vybavenie mno\u017estva hovorov.    <\/p>\n<p>V\u0161etky tieto scen\u00e1re m\u00f4\u017eu vies\u0165 k vy\u0161\u0161ej miere vyrie\u0161enia prv\u00e9ho hovoru, a teda k lep\u0161ej z\u00e1kazn\u00edckej sk\u00fasenosti.  <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Automatiz\u00e1cia call centra je rast\u00facim trendom. Pod\u013ea prieskumu spolo\u010dnosti Gartner by do roku 2026 mohla by\u0165 automatizovan\u00e1 ka\u017ed\u00e1 desiata interakcia&#8230;<\/p>\n","protected":false},"author":29,"featured_media":203352,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[673],"tags":[],"class_list":["post-229406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-centrum"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/229406","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=229406"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/229406\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/203352"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=229406"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=229406"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=229406"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}