toggle menu
ASPECT
Tecnología

¿La tecnología hace de lado al recurso humano?

Desde que la tecnología tuvo un enorme boom en los primeros años de la década del 2000, hay una pregunta que recibo constantemente: ¿La tecnología hace de lado al recurso humano? ¿Será posible que todo este avance tecnológico en la industria de los centros de contacto haga que dependamos cada vez menos de los empleados, hasta el grado de no necesitar de ellos? La respuesta es contundente: ¡No!

La tecnología ha entrado para administrar al centro de contacto de una manera dinámica y eficiente, eliminando el papeleo y la información repartida en diferentes lados y en diversas áreas, la tecnología necesita, sin duda, al recurso humano para funcionar.

Recuerdo la primera vez que visité un call center en el año 2001, se trataba de una empresa muy grande de telecomunicaciones donde los agentes tenían impresas tablas de Excel  con los datos de las personas a quien llamar y contaban con un teléfono al lado para llamar «a dedo» a esas personas. ¿El resultado?: en toda la jornada laboral de seis horas, apenas podían contactar a cinco personas, ya que se enfrentaban a: tonos de ocupado, máquinas contestadoras, tonos de fax, llamados sin respuesta o respuestas de personas de servicio o algún otro miembro de la familia, número equivocado, en fin, todo ello resultaba muy frustrante para la empresa y para los operadores telefónicos, ya que su productividad era nula, puesto que no podían contactar a los clientes para ofrecerles nuevos productos o servicios y tampoco podían cobrar pagos vencidos, pues al no encontrar a nadie, hacía que no ganarán comisiones.

La llegada de la tecnología ayudó a los operadores telefónicos a darle la vuelta a su productividad. La tecnología fue capaz de discar por el agente -mostrarle a quién estaba llamando o quién lo hacía antes de que la llamada saliera o entrara-, incluso ayudó a los supervisores a ver la efectividad de cada agente para apoyarlo con entrenamiento para mejorar el servicio.

Con la tecnología, los call centers pasaron de ser centros de costos a ser centros de ingresos, permitiéndoles segmentar clientes, identificar prospectos y unificar información. Esto da como resultado un aumento en la productividad del agente hasta en un 400%: el agente solo recibe y hace llamadas cuando el sistema detecta una voz en vivo, si el sistema llama y recibe cualquier otro tono que no sea una voz humana, de inmediato y sin que el agente se dé cuenta, etiqueta ese número telefónico como no válido e intenta hasta encontrar una voz humana; el sistema también puede determinar la mejor hora para encontrar a cierta persona con la que necesita hablar. Eso no es todo, también puede administrar al centro para determinar si éste se está comportando como debería, de no ser así, éste puede ayudar a corregir las cargas de llamadas y de otras interacciones.

Los diversos tipos de interacción –llamadas, emails, chats, SMSs, comentarios por redes sociales- son una realidad en el centro de contacto. Estas interacciones no serían posibles sin el recurso humano; aunque hay tecnología de auto servicio, necesitamos siempre a los trabajadores, imagínense un súper mercado sin que hubiera personas que nos atendieran para resolver nuestras dudas más básicas como saber: «¿Dónde se ubica el arroz?», hasta: «Pedir revisar si en bodega hay más de un determinado producto».

Es imposible tener un centro de contacto sin nuestros trabajadores. Uno de los habilitadores de la tecnología, es que ha ayudado a que agentes y supervisores se especialicen en diversas áreas como cobranzas, ventas, telemarketing y redes sociales. Los agentes mismos pueden ser excelentes recursos para capacitar a otros agentes… La tecnología es un excelente aliado del humano, uno no puede ser exitoso sin el otro.

 

Artículo escrito por
Beti Cerezo Albarrán,
Gerente de Marketing para México, Centroamérica, Caribe y Sudamérica Hispana de Aspect™
http://es.aspect.com/Pages/default.aspx

213 Replies to “¿La tecnología hace de lado al recurso humano?

  1. Pingback: viagra cialis
  2. Pingback: generic for cialis
  3. Pingback: Buy viagra canada
  4. Pingback: cialis
  5. Pingback: buy cialis canada
  6. Pingback: cost of cialis
  7. Pingback: viagra 50mg
  8. Pingback: viagra for sale
  9. Pingback: viagra for sale
  10. Pingback: buy erection pills
  11. Pingback: men's ed pills
  12. Pingback: cialis generic
  13. Pingback: generic cialis
  14. Pingback: levitra pills
  15. Pingback: vardenafil cost
  16. Pingback: vardenafil pills
  17. Pingback: sildenafil dosage
  18. Pingback: parx casino online
  19. Pingback: cash advance
  20. Pingback: pay day loans
  21. Pingback: viagra for sale
  22. Pingback: slot machine games
  23. Pingback: slot games
  24. Pingback: cialis generic
  25. Pingback: cialis internet
  26. Pingback: cialis 5 mg
  27. Pingback: 20 cialis
  28. Pingback: best online casino
  29. Pingback: generic for viagra
  30. Pingback: cialis pills
  31. Pingback: online viagra
  32. Pingback: buy viagra
  33. Pingback: viagra
  34. Pingback: cialistodo.com
  35. Pingback: viagra from canada
  36. Pingback: viagra india
  37. Royal CBD dice:

    C5VZ9X This design is wicked! You definitely know how to keep a reader amused.

  38. to read more dice:

    Thanks a lot for the article post.Thanks Again. Cool.

  39. It is really a great and useful piece of info. I am glad that you shared this useful info with us. Please keep us informed like this. Thank you for sharing.

  40. There is obviously a bunch to identify about this. I believe you made some good points in features also.

  41. IaаАа’б‚Т€ТšаЂаŒаАа’б‚Т€ТžаБТžve recently started a site, the info you offer on this site has helped me tremendously. Thank you for all of your time & work.

  42. Pingback: thesis titles
  43. Pingback: doctoral thesis
  44. more details dice:

    Thanks for the article.Really looking forward to read more. Cool.

  45. wonderful post, very informative. I wonder why the other specialists of this sector do not notice this. You must continue your writing. I am confident, you have a huge readers a base already!

  46. pharma mylan dice:

    It as exhausting to seek out knowledgeable individuals on this subject, but you sound like you understand what you are speaking about! Thanks

  47. Thank you ever so for you blog.Really thank you! Really Great.

  48. $OWL dice:

    I value the article.Much thanks again. Really Cool.

  49. This is one awesome blog.Really thank you! Keep writing.

  50. plumber seo dice:

    topic. I needs to spend some time learning more

  51. There as definately a lot to learn about this topic. I love all the points you have made.

  52. Really informative post.Much thanks again. Cool.

  53. check out dice:

    Looking forward to reading more. Great post.Really looking forward to read more. Cool.

  54. Tumblr article I saw someone talking about this on Tumblr and it linked to

  55. Wow! This could be one particular of the most beneficial blogs We have ever arrive across on this subject. Actually Fantastic. I am also a specialist in this topic so I can understand your effort.

  56. moment but I have bookmarked it and also included your RSS feeds,

  57. Way cool! Some extremely valid points! I appreciate you writing this post and also the rest of the site is really good.

  58. Very good blog post.Really looking forward to read more. Awesome.

  59. Svise dice:

    Woh I like your blog posts, saved to bookmarks !.

  60. Pingback: buy cialis online
  61. Pingback: cialis for sale
  62. get url dice:

    When I look at your website in Ie, it looks fine but when opening in Internet Explorer, it has some overlapping.

  63. Thanks for sharing this first-class piece. Very inspiring! (as always, btw)

  64. Very interesting subject, regards for posting.

  65. wow, awesome article post.Really thank you!

  66. Really enjoyed this article post.Really thank you! Fantastic.

  67. Merely wanna comment that you have a very nice site, I the layout it actually stands out.

  68. I think this is a real great blog post.Much thanks again. Fantastic.

  69. Svise dice:

    Yay google is my queen helped me to find this great internet site!.

  70. Muchos Gracias for your article post.Really looking forward to read more. Keep writing.

  71. for details dice:

    Way cool! Some extremely valid points! I appreciate you writing this article and also the rest of the website is also very good.

  72. just go to dice:

    Thank you for your article.Much thanks again.

  73. view dice:

    Really informative article post.Really looking forward to read more.

  74. What as up Jackson, if you are a new net user after that you must visit every day this website and read the updated articles or reviews at at this place.

  75. direktfahrt dice:

    I think this is a real great blog article.Thanks Again. Want more.

  76. Thank you ever so for you blog article.Much thanks again. Awesome.

  77. Say, you got a nice blog post. Fantastic.

  78. You made some decent points there. I looked on the internet for the topic and found most people will agree with your website.

  79. view site dice:

    We stumbled over here from a different site and thought I should check things out. I such as what My partner and i see so i am just following anyone. Look forwards to looking at your site repeatedly.

  80. it is of it is of course wise to always use recycled products because you can always help the environment a

  81. Thanks-a-mundo for the blog. Will read on

  82. Pingback: buy viagra cvs
  83. Really informative blog article.Really looking forward to read more. Awesome.

  84. to read more dice:

    reason seemed to be on the web the simplest thing to

  85. This site was how do you say it? Relevant!! Finally I have found something which helped me. Many thanks!

  86. I value the post.Really thank you! Much obliged.

  87. this, such as you wrote the e book in it or something.

  88. Pingback: birth control
  89. Say, you got a nice blog article.Really looking forward to read more. Will read on

  90. This is my first time pay a quick visit at here and i am in fact happy to read everthing at alone place.

  91. just go to dice:

    I simply could not depart your site prior to suggesting that I actually loved the usual info a person provide to your guests? Is gonna be again frequently to inspect new posts.

  92. Pingback: need viagra pills
  93. You ave made some good points there. I looked on the web to learn more about the issue and found most people will go along with your views on this website.

  94. You could certainly see your expertise in the work you write.

  95. Really informative blog post.Really thank you! Much obliged.

  96. It is really a nice and useful piece of info. I am glad that you shared this helpful information with us. Please keep us informed like this. Thanks for sharing.

  97. Loving the info on this web site, you have done great job on the content.

  98. you got a very wonderful website, Glad I discovered it through yahoo.

  99. Thanks for sharing, this is a fantastic article.Really looking forward to read more. Awesome.

  100. Wow, marvelous blog layout! How long have you been blogging for? you make blogging look easy. The overall look of your website is magnificent, as well as the content!

  101. Muchos Gracias for your blog post.Really looking forward to read more. Want more.

  102. more details dice:

    Im obliged for the post.Really looking forward to read more. Will read on

  103. This very blog is no doubt awesome additionally informative. I have found many handy things out of this source. I ad love to return every once in a while. Thanks a bunch!

  104. There as noticeably a bundle to find out about this. I assume you made sure nice factors in options also.

  105. You are not right. I am assured. I can prove it. Write to me in PM, we will talk.

  106. Very good post. I will be going through some of these issues as well..

  107. muarehon dice:

    I think this is a real great blog post.Thanks Again.

  108. vymaz s.r.o. dice:

    I was recommended this web site by my cousin. I am not sure whether this post is written by him as nobody else know such detailed about my problem. You are incredible! Thanks!

  109. Thanks for sharing, this is a fantastic blog.Really looking forward to read more. Much obliged.

  110. Really informative article post.Really thank you! Fantastic.

  111. wow, awesome blog post.Really thank you! Awesome.

  112. Merely wanna comment that you have a very nice web site , I love the design and style it actually stands out.

  113. I went over this internet site and I believe you have a lot of fantastic info, saved to fav (:.

  114. You are my inspiration , I have few blogs and occasionally run out from to brand.

  115. Very interesting subject , thankyou for putting up.

  116. Thanks so much for the blog post.Really looking forward to read more. Really Great.

  117. Im no expert, but I believe you just crafted the best point. You obviously know what youre talking about, and I can truly get behind that. Thanks for being so upfront and so honest.

  118. va loans with bad credit How can I copyright all original content current and future on my website?

  119. There is visibly a bunch to realize about this. I believe you made some nice points in features also.

  120. This is really interesting, You are a very skilled blogger. I ave joined your rss feed and look forward to seeking more of your fantastic post. Also, I ave shared your website in my social networks!

  121. that аАаб‚Т€Т“аАаб‚Т€а‚ certаА аЂаinly much toаА аБТ• big or small

  122. therefore where can i do it please assist.

  123. go to store dice:

    Wow, great blog article.Really looking forward to read more. Want more.

  124. I will immediately snatch your rss feed as I can at in finding your e-mail subscription hyperlink or e-newsletter service. Do you have any? Kindly let me know in order that I could subscribe. Thanks.

  125. I really liked your blog post.Thanks Again. Cool.

  126. mince dice:

    Wow, great blog.Thanks Again. Much obliged.

  127. I value the blog post.Thanks Again. Will read on

  128. Your style is unique in comparison to other folks I ave read stuff from. Thanks for posting when you have the opportunity, Guess I all just book mark this site.

  129. Well I really liked studying it. This information procured by you is very constructive for proper planning.

  130. My brother suggested I might like this blog. He was totally right. This post actually made my day. You cann at imagine just how much time I had spent for this information! Thanks!

  131. pretty helpful material, overall I believe this is worthy of a bookmark, thanks

  132. I’а†ll immediately snatch your rss feed as I can not to find your email subscription link or newsletter service. Do you have any? Kindly permit me recognise so that I may subscribe. Thanks.

  133. You made some nice points there. I looked on the internet for the issue and found most guys will go along with with your website.

  134. Preceding to you choose to create your own checklist to add an idea linked with what camping checklist ought to. Actually A listing can be better than what you need.

  135. Muchos Gracias for your blog.Much thanks again. Awesome.

  136. nordstrom coupon code free shipping ??????30????????????????5??????????????? | ????????

  137. westendsm dice:

    We stumbled over here by a different web page and thought I might check things out. I like what I see so i am just following you. Look forward to checking out your web page repeatedly.

  138. Really appreciate you sharing this blog.Much thanks again. Keep writing.

  139. Say, you got a nice post.Thanks Again. Cool.

  140. recommend to my friends. I am confident they all be benefited from this site.

  141. Wow, great post.Much thanks again. Will read on

  142. girlswinmn dice:

    There is visibly a bundle to identify about this. I consider you made various good points in features also.

  143. shared around the web. Disgrace on Google for no longer positioning this publish higher!

  144. What as Going down i am new to this, I stumbled upon this I ave found It absolutely useful and it has aided me out loads. I am hoping to contribute & help other customers like its helped me. Good job.

  145. Pingback: canada pink viagra
  146. Really informative blog article.Really looking forward to read more. Cool.

  147. I truly appreciate this post. I ave been looking all over for this! Thank God I found it on Google. You have made my day! Thank you again..

  148. Spot on with this write-up, I genuinely think this web-site requirements far more consideration. I all probably be once again to read a lot more, thanks for that information.

  149. There is definately a great deal to learn about this topic. I really like all the points you ave made.

  150. I truly appreciate this blog article. Fantastic.

  151. wow, awesome blog.Really thank you! Keep writing.

  152. Thanks again for the blog article.Really looking forward to read more. Want more.

  153. Wohh just what I was looking for, appreciate it for posting.

  154. explore dice:

    Thanks so much for the blog.Much thanks again. Cool.

  155. What i do not realize is in fact how you are now not actually much more well-favored than you may be right now.

  156. Whoa! This blog looks just like my old one! It as on a entirely different topic but it has pretty much the same layout and design. Outstanding choice of colors!

  157. Very good blog post. I definitely love this website. Stick with it!

  158. You made some good points there. I did a search on the topic and found most people will go along with with your blog.

  159. wordpress dice:

    It as not that I want to replicate your web site, but I really like the style and design. Could you let me know which design are you using? Or was it tailor made?

  160. You should take part in a contest for one of the most useful websites on the net. I am going to highly recommend this blog!

  161. this webpage on regular basis to obtain updated from

  162. I think other site proprietors should take this website as an model, very clean and great user genial style and design, as well as the content. You are an expert in this topic!

  163. Very nice article. I certainly appreciate this site. Stick with it!

  164. Thanks for sharing, this is a fantastic blog post.Really thank you! Awesome.

  165. pretty useful stuff, overall I consider this is worthy of a bookmark, thanks

  166. slot online dice:

    Thank you a lot and I am having a look ahead to contact you.

  167. sbobet88 dice:

    It as actually a great and useful piece of information. I am satisfied that you shared this useful tidbit with us. Please keep us informed like this. Thank you for sharing.

  168. indeed, research is having to pay off. sure, study is having to pay off. My personal web surfing seem total.. thank you. I appreciate you showing your point of view..

  169. Say, you got a nice post.Really thank you! Awesome.

  170. Your golfing ask to help you arouse your recollection along with improve the

  171. Perfectly pent articles, Really enjoyed studying.

  172. dewa togel dice:

    When someone writes an post he/she retains the image of a user in his/her mind that how a user

Deja una respuesta

Tu dirección de correo electrónico no será publicada. Los campos obligatorios están marcados con *