{"id":232939,"date":"2024-08-07T12:14:44","date_gmt":"2024-08-07T10:14:44","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/riadenie-pracovnej-sily-kontaktneho-centra-uplny-sprievodca-pre-rok-2024\/"},"modified":"2025-08-24T22:12:07","modified_gmt":"2025-08-24T20:12:07","slug":"riadenie-pracovnej-sily-kontaktneho-centra-uplny-sprievodca-pre-rok-2024","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/riadenie-pracovnej-sily-kontaktneho-centra-uplny-sprievodca-pre-rok-2024\/","title":{"rendered":"Riadenie pracovnej sily kontaktn\u00e9ho centra: \u00dapln\u00fd sprievodca pre rok 2026"},"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-black-color has-text-color\">Riadenie pracovnej sily kontaktn\u00e9ho centra: V\u00fdznam a pr\u00ednosy<\/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 is-style-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\">ZA\u010cNITE VOLA\u0164<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools.png\" alt=\"\" class=\"wp-image-217891\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/06\/SaaS-Marketing-Automation_-X-Essential-tools-88x50.png 88w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure><\/div>\n\n\n<div style=\"height:49px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Najlep\u0161ie kontaktn\u00e9 centr\u00e1 vyrie\u0161ia viac ako <a href=\"https:\/\/www.thinkhdi.com\/~\/media\/HDICorp\/Files\/Library-Archive\/Insider%20Articles\/First%20Contact%20Resolution.pdf\" target=\"_blank\" rel=\"noopener\">90 %<\/a> ot\u00e1zok pri prvom kontakte so z\u00e1kazn\u00edkom.\nV \u010dom v\u0161ak spo\u010d\u00edva trik, ako na tieto ot\u00e1zky odpoveda\u0165 tak r\u00fdchlo? <\/p>\n\n\n\n<p>Vy\u017eaduje si to zna\u010dn\u00fa mieru strategick\u00e9ho pl\u00e1novania a optimaliz\u00e1cie procesov.\nA pr\u00e1ve tu prich\u00e1dza na rad riadenie pracovnej sily kontaktn\u00e9ho centra.\nV tomto \u010dl\u00e1nku sa dozviete, \u010do to je, ak\u00e9 s\u00fa jeho k\u013e\u00fa\u010dov\u00e9 komponenty, v\u00fdhody a osved\u010den\u00e9 postupy.  <\/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>Riadenie pracovnej sily kontaktn\u00e9ho centra (WFM) koordinuje obsadzovanie a pl\u00e1novanie s cie\u013eom optimalizova\u0165 zdroje.\nPredv\u00eddan\u00edm po\u010dtu hovorov a vhodn\u00fdm pl\u00e1novan\u00edm agentov m\u00f4\u017eu spolo\u010dnosti skr\u00e1ti\u0165 \u010das \u010dakania a zlep\u0161i\u0165 z\u00e1kazn\u00edcku sk\u00fasenos\u0165. <\/li>\n\n\n\n<li>Zavedenie riadenia pracovnej sily kontaktn\u00e9ho centra vedie k viacer\u00fdm pozit\u00edvnym v\u00fdsledkom vr\u00e1tane <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/11-proven-ways-to-improve-customer-satisfaction\/\">zv\u00fd\u0161enia spokojnosti z\u00e1kazn\u00edkov<\/a>, zefekt\u00edvnenia administrat\u00edvnych \u00faloh a \u00faspory n\u00e1kladov.<\/li>\n\n\n\n<li>Osved\u010den\u00e9 postupy, ako je podpora pozit\u00edvnej pracovnej kult\u00fary, ponuka flexibility rozvrhu a kr\u00ed\u017eov\u00e9 \u0161kolenie agentov v r\u00f4znych zru\u010dnostiach, s\u00fa z\u00e1kladn\u00fdmi osved\u010den\u00fdmi postupmi na maximaliz\u00e1ciu efekt\u00edvnosti kontaktn\u00e9ho centra.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u010co je riadenie pracovnej sily kontaktn\u00e9ho centra?<\/strong><\/h2>\n\n\n\n<p>Riadenie pracovnej sily (Workforce Management &#8211; WFM) zah\u0155\u0148a strategick\u00e9 pl\u00e1novanie a organiz\u00e1ciu person\u00e1lu a zdrojov spolo\u010dnosti s cie\u013eom zv\u00fd\u0161i\u0165 efektivitu a dosiahnu\u0165 obchodn\u00e9 ciele.\nPozost\u00e1va z pl\u00e1novania \u010dlenov t\u00edmu s cie\u013eom zabezpe\u010di\u0165, aby bol k dispoz\u00edcii spr\u00e1vny po\u010det kvalifikovan\u00fdch zamestnancov v spr\u00e1vnom \u010dase a na spr\u00e1vnom mieste. <\/p>\n\n\n\n<p>V kontaktnom centre softv\u00e9r na riadenie pracovnej sily zoh\u013ead\u0148uje objem hovorov a pod\u013ea toho pl\u00e1nuje agentov, \u010d\u00edm zabezpe\u010duje dostatok agentov na vybavovanie hovorov.  <\/p>\n\n\n\n<p>Zaru\u010duje, \u017ee spr\u00e1vni agenti so spr\u00e1vnymi zru\u010dnos\u0165ami pracuj\u00fa vtedy, ke\u010f s\u00fa najviac potrebn\u00ed, aby z\u00e1kazn\u00edci dostali pomoc \u010do najr\u00fdchlej\u0161ie.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Objavte 10 osved\u010den\u00fdch met\u00f3d na zv\u00fd\u0161enie produktivity vo va\u0161om call centre<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/ebook-Increase-productivity-in-call-center.svg\" alt=\"\" class=\"wp-image-177151\" style=\"object-fit:cover\"\/><\/figure><\/div>\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 wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/10-ways-to-increase-productivity-in-your-call-center\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>V\u00fdhody riadenia pracovnej sily pre kontaktn\u00e9 centr\u00e1<\/strong><\/h2>\n\n\n\n<p>Okrem r\u00fdchlej\u0161ieho a presnej\u0161ieho predpovedania a pl\u00e1novania je tu nieko\u013eko v\u00fdhod, ktor\u00e9 WFM prin\u00e1\u0161a kontaktn\u00fdm centr\u00e1m:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1 Zlep\u0161enie sk\u00fasenost\u00ed z\u00e1kazn\u00edkov<\/strong><\/h3>\n\n\n\n<p>Ak pou\u017e\u00edvate softv\u00e9r na riadenie pracovnej sily kontaktn\u00e9ho centra, m\u00f4\u017eete pl\u00e1nova\u0165 po\u010det potrebn\u00fdch zamestnancov, predv\u00edda\u0165 mno\u017estvo pr\u00e1ce a efekt\u00edvne organizova\u0165 rozvrhy.<\/p>\n\n\n\n<p>V kone\u010dnom d\u00f4sledku tak zabezpe\u010d\u00edte, \u017ee va\u0161i z\u00e1kazn\u00edci dostan\u00fa vynikaj\u00face slu\u017eby vo v\u0161etk\u00fdch komunika\u010dn\u00fdch kan\u00e1loch, ktor\u00e9 pou\u017e\u00edvate.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#2 U\u0161etr\u00edte \u010das na administrat\u00edvne \u00falohy<\/strong><\/h3>\n\n\n\n<p>Ke\u010f\u017ee umel\u00e1 inteligencia zoh\u013ead\u0148uje person\u00e1lne progn\u00f3zy, po\u010dty hovorov a dostupnos\u0165 agentov, zni\u017euje sa \u010das str\u00e1ven\u00fd administrat\u00edvnymi \u00falohami, ako je pl\u00e1novanie a pride\u013eovanie agentov.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#3 Zv\u00fd\u0161enie spokojnosti s pr\u00e1cou<\/strong><\/h3>\n\n\n\n<p>Zl\u00e9 riadenie t\u00edmu by mohlo vies\u0165 k nedostato\u010dn\u00e9mu po\u010dtu zamestnancov, \u010do by zv\u00fd\u0161ilo tlak na zamestnancov a ovplyvnilo ich pohodu a spokojnos\u0165 s pr\u00e1cou.\nTo by mohlo vies\u0165 k vy\u010derpaniu, ktor\u00e9 by malo za n\u00e1sledok absencie, choroby a dokonca aj v\u00fdpovede. <\/p>\n\n\n\n<p>Pod\u013ea \u0161t\u00fadie sa miera fluktu\u00e1cie v call centr\u00e1ch pohybuje od <a href=\"https:\/\/www.techrepublic.com\/article\/call-center-statistics\/\" target=\"_blank\" rel=\"noopener\">30 % do 45 %<\/a>, \u010do je viac ako v in\u00fdch odvetviach.<\/p>\n\n\n\n<p>Podobne nadmern\u00fd po\u010det zamestnancov m\u00f4\u017ee ma\u0165 za n\u00e1sledok ni\u017e\u0161iu motiv\u00e1ciu a anga\u017eovanos\u0165, \u010do tie\u017e negat\u00edvne ovplyv\u0148uje spokojnos\u0165 s pr\u00e1cou.<\/p>\n\n\n\n<p>So softv\u00e9rom na riadenie pracovnej sily pre kontaktn\u00e9 centr\u00e1 m\u00f4\u017eete presne predpoveda\u0165, ko\u013eko agentov potrebujete.\nTo v\u00e1m umo\u017en\u00ed vytv\u00e1ra\u0165 pravideln\u00e9 rozvrhy a vyhn\u00fa\u0165 sa pre\u0165a\u017eeniu, \u010do zvy\u0161uje spokojnos\u0165 a udr\u017eanie zamestnancov. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#4 U\u0161etrite peniaze<\/strong><\/h3>\n\n\n\n<p>Efekt\u00edvne riadenie zamestnancov v\u00e1m tie\u017e pom\u00f4\u017ee lep\u0161ie kontrolova\u0165 v\u00fddavky, preto\u017ee m\u00f4\u017eete presnej\u0161ie odhadn\u00fa\u0165, ko\u013eko zamestnancov potrebujete.\nOkrem toho sa vyhnete aj plytvaniu zdrojmi t\u00fdm, \u017ee pr\u00edli\u0161 ve\u013ea \u013eud\u00ed pracuje, ke\u010f to nie je potrebn\u00e9. <\/p>\n\n\n\n<p>Okrem toho, ak udr\u017e\u00edte svojich zamestnancov \u0161\u0165astn\u00fdch a spokojn\u00fdch, m\u00f4\u017eete u\u0161etri\u0165 peniaze na n\u00e1bor nov\u00fdch zamestnancov.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#5 Zabezpe\u010denie s\u00faladu<\/strong><\/h3>\n\n\n\n<p>Syst\u00e9my riadenia pracovnej sily (WFM) pre kontaktn\u00e9 centr\u00e1 zaru\u010duj\u00fa, \u017ee zamestnanci dodr\u017eiavaj\u00fa svoje rozvrhy a \u010derpaj\u00fa prest\u00e1vky a dovolenky v s\u00falade s pracovn\u00fdmi predpismi.<\/p>\n\n\n\n<p>Takto m\u00f4\u017eete pred\u00eds\u0165 pr\u00edpadn\u00fdm pokut\u00e1m a prekvapeniam.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>5 k\u013e\u00fa\u010dov\u00fdch komponentov riadenia pracovnej sily kontaktn\u00e9ho centra<\/strong><\/h2>\n\n\n\n<p>Vytvorenie efekt\u00edvneho syst\u00e9mu riadenia pracovnej sily kontaktn\u00e9ho centra z\u00e1vis\u00ed od toho, \u010di m\u00e1te k dispoz\u00edcii nieko\u013eko z\u00e1kladn\u00fdch komponentov.\nTieto komponenty zabezpe\u010duj\u00fa, \u017ee person\u00e1lne obsadenie, pl\u00e1novanie a sledovanie v\u00fdkonnosti s\u00fa v s\u00falade s <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/14-postupov-na-riadenie-prevadzky-call-centra-v-roku-2024\/\">po\u017eiadavkami na prev\u00e1dzku call centra<\/a>. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1 Predpovedanie<\/strong><\/h3>\n\n\n\n<p>Progn\u00f3zovanie zah\u0155\u0148a odhad objemu bud\u00facich hovorov a po\u010dtu agentov potrebn\u00fdch na ich vybavenie.\nNa predpovedanie person\u00e1lnych potrieb sa vyu\u017e\u00edvaj\u00fa historick\u00e9 \u00fadaje o sez\u00f3nnych \u0161pi\u010dk\u00e1ch, trendoch objemu a medziro\u010dn\u00fdch zmen\u00e1ch. <\/p>\n\n\n\n<p><strong>Progn\u00f3zovanie pom\u00e1ha pl\u00e1nova\u0165 po\u010det potrebn\u00fdch agentov, \u010d\u00edm sa zabezpe\u010d\u00ed, aby bol v\u017edy dostatok pracovn\u00edkov na vybavovanie hovorov bez nadmern\u00e9ho \u010dakania<\/strong>.\nTo zaru\u010duje, \u017ee hovory z\u00e1kazn\u00edkov s\u00fa prij\u00edman\u00e9 okam\u017eite, \u010d\u00edm sa zlep\u0161uje ich sk\u00fasenos\u0165 a spokojnos\u0165. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#2 Pl\u00e1novanie  <\/strong><\/h3>\n\n\n\n<p>Po predpovedi je \u010das pou\u017ei\u0165 z\u00edskan\u00e9 \u00fadaje na pr\u00edpravu pl\u00e1nov pre va\u0161e kontaktn\u00e9 centrum.\nPl\u00e1novanie zah\u0155\u0148a pl\u00e1novanie po\u010dtu zmien a hod\u00edn potrebn\u00fdch na pokrytie predpokladan\u00e9ho objemu hovorov. <\/p>\n\n\n\n<p><strong>Efekt\u00edvne pl\u00e1novanie zabezpe\u010duje, \u017ee spr\u00e1vny po\u010det vy\u0161kolen\u00fdch agentov je k dispoz\u00edcii v spr\u00e1vnom \u010dase, aby sa dodr\u017eala \u00farove\u0148 slu\u017eieb<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#3 Pride\u013eovanie agentov<\/strong><\/h3>\n\n\n\n<p>\u010eal\u0161\u00edm krokom po pl\u00e1novan\u00ed je priradenie z\u00e1stupcov k zmen\u00e1m na z\u00e1klade ich sk\u00fasenost\u00ed, \u0161pecializ\u00e1cie, zru\u010dnost\u00ed a preferenci\u00ed zmien.\nPride\u013eovanie z\u00e1stupcov na z\u00e1klade t\u00fdchto aspektov pom\u00f4\u017ee maximalizova\u0165 produktivitu va\u0161ich z\u00e1stupcov.   <\/p>\n\n\n\n<p>Na jednej strane<strong> ka\u017ed\u00fd zamestnanec pracuje v oblasti, v ktorej m\u00f4\u017ee najviac prispie\u0165 a by\u0165 najefekt\u00edvnej\u0161\u00ed<\/strong>.\nNa druhej strane <strong>bud\u00fa agenti pracova\u0165 spokojne aj vtedy, ak sa zoh\u013eadnia ich osobn\u00e9 preferencie<\/strong>. <\/p>\n\n\n\n<p>Predstavte si napr\u00edklad, \u017ee va\u0161e kontaktn\u00e9 centrum prij\u00edma ve\u013ek\u00e9 mno\u017estvo hovorov od z\u00e1kazn\u00edkov, ktor\u00ed potrebuj\u00fa technick\u00fa pomoc, faktura\u010dn\u00fa podporu a ot\u00e1zky o nov\u00fdch produktoch.<\/p>\n\n\n\n<p>Pri pride\u013eovan\u00ed by sa mali zoh\u013eadni\u0165 tieto faktory:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dostupnos\u0165 a zru\u010dnosti:<\/strong> Zhroma\u017e\u010fuj\u00fa sa inform\u00e1cie o dostupnosti a zru\u010dnostiach ka\u017ed\u00e9ho agenta.\nNiektor\u00ed agenti s\u00fa napr\u00edklad odborn\u00edci na technick\u00fa podporu, zatia\u013e \u010do in\u00ed sa \u0161pecializuj\u00fa na faktur\u00e1ciu. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Pracovn\u00fd poriadok:<\/strong> Harmonogramy musia by\u0165 v s\u00falade s pracovn\u00fdmi predpismi, ako s\u00fa \u010dasy prest\u00e1vok a maxim\u00e1lny pracovn\u00fd \u010das.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Preferencie agenta:<\/strong> Dbajte na osobn\u00e9 preferencie agentov, ako s\u00fa napr\u00edklad preferovan\u00e9 rozvrhy alebo obmedzenia dostupnosti z d\u00f4vodu osobn\u00fdch z\u00e1v\u00e4zkov.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#4 Ka\u017edodenn\u00fd mana\u017ement<\/strong><\/h3>\n\n\n\n<p>V r\u00fdchlom prostred\u00ed, ak\u00fdm je kontaktn\u00e9 centrum, s\u00fa neo\u010dak\u00e1van\u00e9 udalosti nevyhnutn\u00e9.<\/p>\n\n\n\n<p>Preto musia nadriaden\u00ed upravi\u0165 p\u00f4vodn\u00e9 pl\u00e1novanie, ak sa v ka\u017edodennej prev\u00e1dzke vyskytn\u00fa nepredv\u00eddan\u00e9 okolnosti.\nM\u00f4\u017ee napr\u00edklad d\u00f4js\u0165 k prekvapiv\u00e9mu n\u00e1rastu po\u010dtu hovorov alebo k absencii agenta (z d\u00f4vodu choroby). <\/p>\n\n\n\n<p>Preto je nevyhnutn\u00e9 neust\u00e1le monitorova\u0165 \u00fadaje v re\u00e1lnom \u010dase a upravova\u0165 rozvrhy agentov, aby sa zabezpe\u010dila vysok\u00e1 kvalita slu\u017eieb a dostatok z\u00e1stupcov na zvl\u00e1dnutie dodato\u010dn\u00e9ho pracovn\u00e9ho za\u0165a\u017eenia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#5 \u00dadaje o v\u00fdkone<\/strong><\/h3>\n\n\n\n<p>Meranie v\u00fdkonnosti v\u00e1\u0161ho t\u00edmu je nevyhnutn\u00e9 z nieko\u013ek\u00fdch d\u00f4vodov.\nSledovan\u00edm ukazovate\u013eov, ako je miera vyrie\u0161enia alebo miera opustenia, m\u00f4\u017eete identifikova\u0165 siln\u00e9 a slab\u00e9 str\u00e1nky svojho t\u00edmu a zisti\u0165, v ktor\u00fdch oblastiach sa m\u00f4\u017eete zlep\u0161i\u0165. <\/p>\n\n\n\n<p>Pomocou reportovac\u00edch a analytick\u00fdch n\u00e1strojov v r\u00e1mci rie\u0161enia na riadenie pracovnej sily kontaktn\u00e9ho centra m\u00f4\u017eete komplexne pochopi\u0165 v\u00fdkonnos\u0165 svojho t\u00edmu.<\/p>\n\n\n\n<p><strong> Ak budete pravidelne mera\u0165 v\u00fdkonnos\u0165 svojho t\u00edmu, m\u00f4\u017eete zv\u00fd\u0161i\u0165 jeho efektivitu a spokojnos\u0165 z\u00e1kazn\u00edkov a dosiahnu\u0165 celkov\u00fd \u00faspech organiz\u00e1cie<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Z\u00e1kladn\u00e9 n\u00e1stroje riadenia pracovnej sily kontaktn\u00e9ho centra<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Softv\u00e9r na riadenie pracovnej sily<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">Softv\u00e9r na riadenie pracovnej sily<\/a> umo\u017e\u0148uje pl\u00e1nova\u0165, \u0161koli\u0165 t\u00edm a <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/optimalizacia-call-centra-tipy-pre-uspech-v-roku-2024\/\">optimalizova\u0165<\/a> pracovn\u00fd tok <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/optimalizacia-call-centra-tipy-pre-uspech-v-roku-2024\/\">call centra<\/a> z jedinej platformy v\u010faka funkci\u00e1m, ako s\u00fa:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/blog\/what-is-automatic-call-distribution-acd-7-signs-that-you-need-it\/\"><strong>Automatick\u00fd rozde\u013eova\u010d hovorov (ACD)<\/strong><\/a><strong>: <\/strong>Tento syst\u00e9m automaticky smeruje v\u0161etky prich\u00e1dzaj\u00face hovory na konkr\u00e9tne organiza\u010dn\u00e9 oddelenia alebo agentov na z\u00e1klade vopred definovan\u00fdch distribu\u010dn\u00fdch pravidiel.\nZabezpe\u010duje, aby ot\u00e1zky vybavovali pr\u00edslu\u0161n\u00e9 osoby, \u010d\u00edm sa \u0161etr\u00ed \u010das pri ka\u017edom hovore. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Automatick\u00e9 vyt\u00e1\u010danie: <\/strong>Existuj\u00fa r\u00f4zne typy, ako napr\u00edklad <a href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=296734\">Power Dialers<\/a>, ktor\u00e9 v\u00e1m umo\u017e\u0148uj\u00fa organizova\u0165 kampane volan\u00ed, alebo <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/inteligentne-vytacanie\/\">Smart Dialers, ktor\u00e9<\/a> v\u00e1m umo\u017e\u0148uj\u00fa importova\u0165 telef\u00f3nne \u010d\u00edsla z webov\u00fdch str\u00e1nok alebo CRM jedn\u00fdm kliknut\u00edm.\nVa\u0161i agenti tak u\u0161etria \u010das potrebn\u00fd na manu\u00e1lne vyt\u00e1\u010danie a m\u00f4\u017eu sa s\u00fastredi\u0165 na obsluhu z\u00e1kazn\u00edkov alebo potenci\u00e1lnych z\u00e1kazn\u00edkov. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Anal\u00fdza: <\/strong>Pomocou funkcie <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/analytika\/\">Analytics<\/a> m\u00f4\u017eete v re\u00e1lnom \u010dase zobrazi\u0165 \u00fadaje, ako je celkov\u00fd po\u010det hovorov, celkov\u00fd po\u010det prijat\u00fdch hovorov, priemern\u00fd \u010das konverz\u00e1cie a zme\u0161kan\u00e9 hovory.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\"><strong>Smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/strong><\/a><strong>:<\/strong> Umo\u017e\u0148uje priradi\u0165 hovory z\u00e1kazn\u00edkov agentom, ktor\u00ed maj\u00fa pr\u00edslu\u0161n\u00fa sadu zru\u010dnost\u00ed.\nTo zlep\u0161uje rie\u0161enie hovorov pri prvom kontakte a zlep\u0161uje celkov\u00fa sk\u00fasenos\u0165 z\u00e1kazn\u00edka. <\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Softv\u00e9r na riadenie vz\u0165ahov so z\u00e1kazn\u00edkmi (CRM)<\/strong><\/h3>\n\n\n\n<p>Softv\u00e9r na riadenie vz\u0165ahov so z\u00e1kazn\u00edkmi (CRM) je v centr\u00e1ch slu\u017eieb z\u00e1kazn\u00edkom k\u013e\u00fa\u010dov\u00fd z nieko\u013ek\u00fdch d\u00f4vodov:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Jednotn\u00e1 pracovn\u00e1 plocha pre agentov: <\/strong>Agenti maj\u00fa pr\u00edstup ku v\u0161etk\u00fdm potrebn\u00fdm n\u00e1strojom na jednej obrazovke bez prep\u00ednania medzi r\u00f4znymi oknami, \u010do zvy\u0161uje ich efektivitu a zni\u017euje po\u010det ch\u00fdb.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Personalizovan\u00e9 interakcie: <\/strong>Z\u00e1kazn\u00edcke ot\u00e1zky m\u00f4\u017eu by\u0165 automaticky priraden\u00e9 najvhodnej\u0161iemu agentovi na z\u00e1klade jazyka, lokality a predch\u00e1dzaj\u00facich konverz\u00e1ci\u00ed.\nTo poskytuje lep\u0161ie slu\u017eby z\u00e1kazn\u00edkom. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Konzistentn\u00e1 podpora vo v\u0161etk\u00fdch kan\u00e1loch: <\/strong>\u00dadaje CRM sa zdie\u013eaj\u00fa vo v\u0161etk\u00fdch komunika\u010dn\u00fdch kan\u00e1loch, ako je telef\u00f3n, e-mail a chat.\nTo znamen\u00e1, \u017ee agenti v\u017edy vedia, \u010do sa stalo predt\u00fdm, bez oh\u013eadu na to, ako z\u00e1kazn\u00edk komunikoval. <\/li>\n<\/ul>\n\n\n\n<p>Ak navy\u0161e <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/integrovany-softver-pre-call-centra\/\">integrujete n\u00e1stroje CRM<\/a> so softv\u00e9rom kontaktn\u00e9ho centra na riadenie pracovnej sily, z\u00edskate v\u00fdhody oboch: zefekt\u00edvnenie procesov a zv\u00fd\u0161enie produktivity agentov.<\/p>\n\n\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h6 class=\"wp-block-heading\">Odpor\u00fa\u010dan\u00e9 \u010dl\u00e1nky<\/h6>\n\n\n\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Odpor\u00fa\u010dan\u00e9 str\u00e1nky<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/monitorovanie-call-centra-7-postupov-vyhod-a-nastrojov\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/monitorovanie-call-centra-7-postupov-vyhod-a-nastrojov\/\">Monitorovanie call centra<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/hlasenia-call-centra-2024\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/hlasenia-call-centra-2024\/\">Hl\u00e1senie o hovoroch v call centre<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/automatizacia-call-centra-definicia-vyhody-typy-a-dalsie-informacie\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/automatizacia-call-centra-definicia-vyhody-typy-a-dalsie-informacie\/\">Automatiz\u00e1cia call centra<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">Kou\u010dovanie v call centre<\/a><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Najlep\u0161ie postupy riadenia pracovnej sily kontaktn\u00e9ho centra<\/strong><\/h2>\n\n\n\n<p>Postupujte pod\u013ea t\u00fdchto tipov, aby ste posilnili svojich zamestnancov a dosiahli \u00faspech organiz\u00e1cie:  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#1 Podpora pozit\u00edvnej pracovnej kult\u00fary<\/strong><\/h3>\n\n\n\n<p>Ke\u010f sa zamestnanci c\u00edtia ocenen\u00ed, s\u00fa viac motivovan\u00ed dodr\u017eiava\u0165 pridelen\u00e9 pl\u00e1ny a zap\u00e1ja\u0165 sa do pr\u00e1ce.<\/p>\n\n\n\n<p>Tento pocit uznania m\u00f4\u017ee poch\u00e1dza\u0165 z r\u00f4znych zdrojov, napr\u00edklad z uznania nadriaden\u00fdch alebo z podpory pri profesion\u00e1lnom rozvoji a napredovan\u00ed v r\u00e1mci spolo\u010dnosti.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#2 Ponuka flexibility harmonogramu<\/strong><\/h3>\n\n\n\n<p>Je d\u00f4le\u017eit\u00e9 poskytn\u00fa\u0165 zamestnancom ur\u010dit\u00fa flexibilitu v ich rozvrhu, aby mohli lep\u0161ie zos\u00faladi\u0165 svoj osobn\u00fd a pracovn\u00fd \u017eivot.\nT\u00fdm sa nielen zlep\u0161\u00ed ich spokojnos\u0165 s pr\u00e1cou, ale zv\u00fd\u0161i sa aj ich produktivita. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#3 Tr\u00e9ning multifunk\u010dn\u00fdch zru\u010dnost\u00ed<\/strong><\/h3>\n\n\n\n<p>\u0160kolenie zamestnancov v r\u00f4znych oblastiach im umo\u017en\u00ed vybavova\u0165 r\u00f4zne po\u017eiadavky.\nJe to naozaj u\u017eito\u010dn\u00e9 v \u010dasoch, ke\u010f je ve\u013ea pr\u00e1ce alebo ke\u010f nie je dostatok zamestnancov. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#4<\/strong> <strong>Zv\u00e1\u017ete dostupnos\u0165<\/strong><\/h3>\n\n\n\n<p>Zoh\u013eadnite, kedy va\u0161i zamestnanci nem\u00f4\u017eu prij\u00edma\u0165 hovory z d\u00f4vodu prest\u00e1vok, stretnut\u00ed, \u0161kolen\u00ed at\u010f.\nIgnorovanie tejto skuto\u010dnosti m\u00f4\u017ee sp\u00f4sobi\u0165, \u017ee budete ma\u0165 nedostatok zamestnancov a va\u0161i zamestnanci sa bud\u00fa c\u00edti\u0165 pre\u0165a\u017een\u00ed. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#5 Pl\u00e1n aktiv\u00edt pre obdobia s n\u00edzkym objemom<\/strong><\/h3>\n\n\n\n<p>M\u00f4\u017eete si vopred napl\u00e1nova\u0165 aktivity, ktor\u00e9 udr\u017eia va\u0161ich zamestnancov v pracovnom nasaden\u00ed, motivovan\u00fdch a produkt\u00edvnych aj v menej ru\u0161n\u00fdch obdobiach.<\/p>\n\n\n\n<p>M\u00f4\u017eete podpori\u0165 aktivity zameran\u00e9 na odborn\u00fd rozvoj, ako je \u00fa\u010das\u0165 na webov\u00fdch semin\u00e1roch alebo \u010d\u00edtanie relevantn\u00fdch \u010dl\u00e1nkov z odvetvia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>#6 Pou\u017e\u00edvajte anal\u00fdzu v re\u00e1lnom \u010dase<\/strong><\/h3>\n\n\n\n<p>Neust\u00e1le <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/monitorovanie-call-centra-7-postupov-vyhod-a-nastrojov\/\">monitorovanie<\/a> dostupnosti zamestnancov a po\u010dtu hovorov v\u00e1m umo\u017en\u00ed r\u00fdchlo upravi\u0165 rozvrhy a \u00falohy, aby ste sa vyhli dlh\u00e9mu \u010dakaniu a opusten\u00fdm hovorom.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Maximalizujte efektivitu kontaktn\u00e9ho centra pomocou CloudTalk<\/strong><\/h2>\n\n\n\n<p>Stru\u010dne povedan\u00e9, riadenie pracovnej sily kontaktn\u00e9ho centra (WFM) optimalizuje efekt\u00edvnos\u0165 prostredn\u00edctvom efekt\u00edvneho pl\u00e1novania zamestnancov s cie\u013eom uspokoji\u0165 potreby z\u00e1kazn\u00edkov.  <\/p>\n\n\n\n<p>Zabezpe\u010duje v\u010dasn\u00e9 slu\u017eby, zvy\u0161uje spokojnos\u0165 a \u0161etr\u00ed \u010das a peniaze.\nTieto v\u00fdhody m\u00f4\u017eete vyu\u017ei\u0165, ak budete dodr\u017eiava\u0165 osved\u010den\u00e9 postupy, ako je pozit\u00edvna kult\u00fara pr\u00e1ce a anal\u00fdza v re\u00e1lnom \u010dase. <\/p>\n\n\n\n<p>Zv\u00fd\u0161te produktivitu svojej organiz\u00e1cie pomocou softv\u00e9ru Cloudtalk na riadenie pracovnej sily call centra.\nZefekt\u00edvnite pl\u00e1novanie, kou\u010dovanie a optimaliz\u00e1ciu pracovn\u00fdch postupov na jednom mieste a podporte tak rast svojej organiz\u00e1cie.   <\/p>\n\n\n\n<p>Viac inform\u00e1ci\u00ed z\u00edskate kliknut\u00edm na tla\u010didlo ni\u017e\u0161ie.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-no-image\" style=\"background-color:#050e4c\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color has-link-color wp-elements-51fbf22789162d1c403c7f3647daf579\">Zjednodu\u0161te \u00faspech so softv\u00e9rom na riadenie pracovnej sily call centra<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-primary\"><a class=\"wp-block-button__link has-white-color has-white-background-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">Dozvedie\u0165 sa viac<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><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\"\/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><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<h3 class=\"wp-block-heading ct-block-article-faq-header\"><strong>\u010cASTO KLADEN\u00c9 OT\u00c1ZKY<\/strong><\/h3>\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 \"><strong>Ak\u00fd je rozdiel medzi WFM a WFO?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Riadenie pracovnej sily (Workforce Management &#8211; WFM) zah\u0155\u0148a riadenie person\u00e1lu a rozvrhov, zatia\u013e \u010do optimaliz\u00e1cia pracovnej sily (Workforce Optimization &#8211; WFO) zah\u0155\u0148a zlep\u0161enie celkov\u00e9ho v\u00fdkonu kontaktn\u00e9ho centra.  <\/p>\n<p>WFM sa zaober\u00e1 predpovedan\u00edm a pl\u00e1novan\u00edm, zatia\u013e \u010do WFO zah\u0155\u0148a riadenie kvality, riadenie v\u00fdkonu, \u0161kolenia, anal\u00fdzu re\u010di a anal\u00fdzu pracovnej plochy na zlep\u0161enie prev\u00e1dzky.<br \/>\nWFM je s\u00fa\u010das\u0165ou WFO a zameriava sa na lep\u0161ie riadenie agentov. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1717419675737\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong>Pre\u010do si vybra\u0165 platformu na riadenie pracovnej sily od tretej strany?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>K\u013e\u00fa\u010dov\u00fdmi v\u00fdhodami platformy tretej strany na riadenie pracovnej sily s\u00fa vy\u0161\u0161ia efekt\u00edvnos\u0165, lep\u0161ia analytika, zn\u00ed\u017eenie riz\u00edk s\u00favisiacich s dodr\u017eiavan\u00edm predpisov a zlep\u0161enie zapojenia agentov &#8211; v\u0161etky tieto v\u00fdhody m\u00f4\u017eu ma\u0165 v\u00fdrazn\u00fd pozit\u00edvny vplyv na prev\u00e1dzku a v\u00fdkonnos\u0165 kontaktn\u00e9ho centra.<\/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>Najlep\u0161ie kontaktn\u00e9 centr\u00e1 vyrie\u0161ia viac ako 90 % ot\u00e1zok pri prvom kontakte so z\u00e1kazn\u00edkom. V \u010dom v\u0161ak spo\u010d\u00edva trik, ako&#8230;<\/p>\n","protected":false},"author":130,"featured_media":217913,"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-232939","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\/232939","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\/130"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=232939"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232939\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/217913"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=232939"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=232939"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=232939"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}