{"id":173,"date":"2019-10-16T13:18:20","date_gmt":"2019-10-16T11:18:20","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=173"},"modified":"2019-10-16T13:18:20","modified_gmt":"2019-10-16T11:18:20","slug":"hur-paverkar-digitaliseringen-framtidens-kundhantering","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2019\/10\/16\/hur-paverkar-digitaliseringen-framtidens-kundhantering\/","title":{"rendered":"Hur p\u00e5verkar digitaliseringen framtidens kundhantering?"},"content":{"rendered":"<h2><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-78 alignleft\" src=\"https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2019\/06\/andre.jpg\" alt=\"\" width=\"200\" height=\"200\" srcset=\"https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2019\/06\/andre.jpg 200w, https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2019\/06\/andre-150x150.jpg 150w\" sizes=\"auto, (max-width: 200px) 100vw, 200px\" \/>Framtidens kundservice &amp; Contact Center 2019 tar upp de utmaningar som dagens organisationer st\u00e5r inf\u00f6r att skapa framtidens kundservice med kunden i fokus. \u00c5rets konferens \u00e4r uppbyggd kring tre fokusomr\u00e5den: digitalisering, m\u00e4nniskan och processen. Vi fick tillf\u00e4lle att st\u00e4lla n\u00e5gra fr\u00e5gor till konferensens moderator Andr\u00e9 Hagberg som till vardags arbetar p\u00e5 Agima Management. Han betonar vikten av att den transformation som p\u00e5g\u00e5r, med bland annat digitalisering, inte f\u00e5r inneb\u00e4ra att man gl\u00f6mmer bort m\u00e4nniskan och att kundservice i slut\u00e4ndan \u00e4r relationer.<\/h2>\n<p><strong>Hur tror du digitaliseringen kommer att p\u00e5verka framtidens kundservice &amp; kundhantering?<\/strong><\/p>\n<p>Det kommer framf\u00f6rallt p\u00e5verka de enkla \u00e4rendefr\u00e5gorna \u2013 d\u00e4r \u00e4r och kommer f\u00f6r\u00e4ndringen vara monumental. \u00d6kar komplexiteten i l\u00f6sning och problem kommer det inom \u00f6versk\u00e5dlig framtid alltid involvera m\u00e4nniskor. Kundservice \u00e4r fr\u00e4mst m\u00e4nniskor och att det uppst\u00e5r en relation. Det \u00e4r viktigt att t\u00e4nka p\u00e5 \u2013 s\u00e5 att man inte digitalisera bort sig.<\/p>\n<p><strong>Vilken roll kommer d\u00e5 medarbetarna och cheferna ha i den omst\u00e4llning som p\u00e5g\u00e5r?<\/strong><\/p>\n<p>Det kommer sannolikt bli en mer komplex v\u00e4rld och kompetensniv\u00e5n p\u00e5verkas ganska markant av den digitalisering och transformation som sker. Exempelvis kommer mata faktura-fr\u00e5gor att f\u00f6rsvinna men ers\u00e4ttas med mer avancerade fr\u00e5gest\u00e4llningar som kr\u00e4ver andra svar och l\u00f6sningar.<\/p>\n<p><strong>Det l\u00e5ter som det \u00e4r en ledningsfr\u00e5ga, \u00e4r det viktigt att ledningen engagerar sig i dessa fr\u00e5gor? <\/strong><\/p>\n<p>Det \u00e4r superviktigt. Kundtj\u00e4nsten, eller vad man kallar den, \u00e4r en temperaturm\u00e4tar av kundernas inst\u00e4llning. Och det \u00e4r vad man lever f\u00f6r. Det \u00e4r d\u00e4rf\u00f6r v\u00e4ldigt viktigt att kundkopplingen till ledningen fungerar \u2013 men alla har inte insett det. De som begriper det \u00e4r vinnarna.<\/p>\n<p><strong>Kan man ha en d\u00e5lig kundservice och \u00f6verleva i framtiden?<\/strong><\/p>\n<p>Om man har en v\u00e4ldigt bra produkt. Men det h\u00e5ller inte i l\u00e4ngden. Det andra \u00e4r om man \u00e4r ensam p\u00e5 marknaden. Men det \u00e4r en v\u00e4ldigt d\u00e5lig f\u00f6ruts\u00e4ttning.<\/p>\n<p><strong>Hur ger man d\u00e5 service p\u00e5 kundernas villkor och vad kommer man att kr\u00e4va i framtiden?<\/strong><\/p>\n<p>Att f\u00f6retag och organisationer agera och lyssnar p\u00e5 kundens behov. Det h\u00e4r \u00e5terkopplar till den vi pratade om i b\u00f6rjan, kring ledningens betydelse. F\u00f6retag och organisationer m\u00e5ste generellt bli b\u00e4ttre p\u00e5 att \u00e5terkoppla till ledningen kring kundernas behov. Att st\u00e4lla sig fr\u00e5gan; varf\u00f6r kontaktar kunderna oss? Det \u00e4r j\u00e4tteviktigt att man f\u00f6rst\u00e5r varf\u00f6r de g\u00f6r det. I m\u00e5nga f\u00f6retag skulle ledningen beh\u00f6va vara mer engagerad.<\/p>\n<p><strong>Vad hoppas du deltagarna p\u00e5 konferensen ska ta med sig efter tv\u00e5 konferensdagar?<\/strong><\/p>\n<p>Att de f\u00e5r med sig goda exempel. Att f\u00e5 lyssna till hur andra t\u00e4nker och agera, s\u00e5 man kan ta med sig det tillbaka till sin organisation. Att de f\u00e5tt sig en fundering kring hur man sj\u00e4lv kan agera.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Framtidens kundservice &amp; Contact Center 2019 tar upp de utmaningar som dagens organisationer st\u00e5r inf\u00f6r att skapa framtidens kundservice med kunden i fokus. \u00c5rets konferens \u00e4r uppbyggd kring tre fokusomr\u00e5den: digitalisering, m\u00e4nniskan och processen. Vi fick tillf\u00e4lle att st\u00e4lla n\u00e5gra fr\u00e5gor till konferensens moderator Andr\u00e9 Hagberg som till vardags arbetar p\u00e5 Agima Management. Han betonar [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-173","post","type-post","status-publish","format-standard","hentry","category-okategoriserade"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Hur p\u00e5verkar digitaliseringen framtidens kundhantering? - Contact Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insightevents.se\/contactcenter\/2019\/10\/16\/hur-paverkar-digitaliseringen-framtidens-kundhantering\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hur p\u00e5verkar digitaliseringen framtidens kundhantering? - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Framtidens kundservice &amp; Contact Center 2019 tar upp de utmaningar som dagens organisationer st\u00e5r inf\u00f6r att skapa framtidens kundservice med kunden i fokus. \u00c5rets konferens \u00e4r uppbyggd kring tre fokusomr\u00e5den: digitalisering, m\u00e4nniskan och processen. 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