{"id":570,"date":"2022-10-19T10:42:41","date_gmt":"2022-10-19T08:42:41","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=570"},"modified":"2023-09-04T11:39:44","modified_gmt":"2023-09-04T09:39:44","slug":"moderatorerna-om-framtidens-kundservice-contact-center","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2022\/10\/19\/moderatorerna-om-framtidens-kundservice-contact-center\/","title":{"rendered":"Moderatorerna om Framtidens kundservice & Contact Center"},"content":{"rendered":"
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Moderatorerna p\u00e5 Framtidens kundservice & Contact Center 2022 heter Andr\u00e9 Hagberg och Annika Mid\u00e9n fr\u00e5n Agima Management. Konferensen n\u00e4rmar sig med stormsteg s\u00e5 vi passade p\u00e5 att l\u00e5ta Andr\u00e9 och Annika dela med sig av hur de ser p\u00e5 framtidens kundservice och hur viktigt det \u00e4r att n\u00e5 in i ledningsrummet. De ber\u00e4ttar ocks\u00e5 vilken roll medarbetarna och cheferna kommer att ha i den omst\u00e4llning som p\u00e5g\u00e5r p\u00e5 kundservice-avdelningar runt om i Sverige. Vi st\u00e4llde \u00e4ven fr\u00e5gan om hur digitaliseringen har p\u00e5verkat, och framf\u00f6r allt kommer att p\u00e5verka, framtidens kundservice & kundhantering.<\/p>\n\n\n\n

Ni kommer vara moderatorer p\u00e5 \u00e5rets konferens, ber\u00e4tta lite kort om er sj\u00e4lva f\u00f6r deltagarna<\/strong><\/p>\n\n\n\n

Jag heter Andr\u00e9 Hagberg och \u00e4r 52 \u00e5r ung, kommer fr\u00e5n Stockholm och bor i H\u00e4sselby med familj och tv\u00e5 hundar.<\/p>\n\n\n\n

Mitt namn \u00e4r Annika Mid\u00e9n, 40 \u00e5r, kommer fr\u00e5n Stockholm och har bott i norrort st\u00f6rre delen av mitt liv. Jag bor med min familj, tv\u00e5 katter och har sport som mitt stora intresse i livet.<\/p>\n\n\n\n

Vilken bakgrund har ni och hur hamnade ni p\u00e5 Agima Management?<\/strong><\/p>\n\n\n\n

Andr\u00e9 ber\u00e4ttar att han har en bakgrund som gatuingenj\u00f6r men bytte bana och har sedan 20 \u00e5r tillbaka arbetat med medborgar- och kundservice, b\u00e5de som chef och verksamhetsutvecklare. F\u00f6 drygt 3 \u00e5r sedan bytte han till Agima f\u00f6r att hj\u00e4lpa andra med sin kundservice.<\/p>\n\n\n\n

Annika har en bakgrund som socionom och har bland annat arbetat som handl\u00e4ggare och chef inom socialf\u00f6rvaltning. Sedan b\u00f6rjade hon som servicehandl\u00e4ggare p\u00e5 kommunens kontaktcenter innan hon gick vidare som chef. Hon b\u00f6rjade p\u00e5 Agima f\u00f6r drygt 1,5 \u00e5r sedan eftersom hon vill arbeta mer med kund- och medborgarservice samt st\u00f6tta olika verksamheter i deras utveckling.<\/p>\n\n\n\n

Vad t\u00e4nker ni p\u00e5 n\u00e4r jag s\u00e4ger framtidens kundservice<\/strong>?<\/p>\n\n\n\n

Hur smart teknik kommer att p\u00e5verka morgondagens kundservice, samtidigt som det personliga m\u00f6tet kommer att forts\u00e4tta vara viktigt f\u00f6r att f\u00e5 \u00f6kad kundservice och att hantera de komplexa fr\u00e5gorna r\u00e4tt fr\u00e5n b\u00f6rjan.<\/p>\n\n\n\n

Ni och era kollegor p\u00e5 Agima \u00e4r ute hos m\u00e5nga organisationer \u2013 finns det n\u00e5gra gemensamma n\u00e4mnare som de beh\u00f6ver arbeta med?<\/strong><\/p>\n\n\n\n

Arbeta med sina processer utifr\u00e5n ett kundperspektiv, d\u00e4rmed hela organisationen. Ofta har man sv\u00e5rt att f\u00e5 hela kedjan att h\u00e4nga ihop.Att f\u00e5 hela organisationen att m\u00f6ta kundernas behov p\u00e5 alla niv\u00e5er \u2013 att anv\u00e4nda sig av datadrivna beslut.<\/p>\n\n\n\n

Vilken typ av uppdrag brukar ni p\u00e5 Agima hj\u00e4lpa till med?<\/strong><\/p>\n\n\n\n

Oftast hj\u00e4lper vi till med att grundstrukturerna p\u00e5 plats, att f\u00e5 en helhet i kundservicen som omfattar \u00e4ven \u00f6vrig organisation och ledning, vi f\u00f6rb\u00e4ttrar processerna som hj\u00e4lper kunderna, h\u00f6jer kundn\u00f6jdheten eller hj\u00e4lper kundtj\u00e4nstchefen att b\u00e4ttre f\u00f6rst\u00e5 kundernas behov.<\/p>\n\n\n\n

Hur n\u00e5r man ledningen p\u00e5 b\u00e4sta s\u00e4tt?<\/strong><\/p>\n\n\n\n

Att f\u00f6rse ledningen med r\u00e4tt beslutsunderlag som skapar v\u00e4rde och s\u00e4lj f\u00f6r organisationen. Att bli relevant genom att vara en del av l\u00f6sningen.<\/p>\n\n\n\n

Hur v\u00e4l f\u00f6rberedda \u00e4r dagens organisationer och dess medarbetare p\u00e5 en f\u00f6r\u00e4ndring?<\/strong><\/p>\n\n\n\n

Den tekniska utvecklingen g\u00f6r att flera kommer att beh\u00f6va f\u00f6r\u00e4ndra sig, h\u00e4r finns en varierande mognadsgrad i hur snabbt man kan st\u00e4lla om samt i vilken grad man f\u00f6rst\u00e5r att man beh\u00f6ver f\u00f6r\u00e4ndras.<\/p>\n\n\n\n

Vilken roll kommer medarbetarna och cheferna ha i den omst\u00e4llning som p\u00e5g\u00e5r?<\/strong><\/p>\n\n\n\n

Chefer och medarbetare beh\u00f6ver vara tydliga med vart f\u00f6r\u00e4ndringar och ny teknik kommer att g\u00f6ra mest nytta, samtidigt som man beh\u00f6ver vara bra p\u00e5 att identifiera kundernas behov s\u00e5 att man inf\u00f6r r\u00e4tt f\u00f6r\u00e4ndring p\u00e5 r\u00e4tt st\u00e4lle.<\/p>\n\n\n\n

Finns det n\u00e5gra skillnader mellan privata f\u00f6retag och offentliga organisationer?<\/strong><\/p>\n\n\n\n

Offentliga organisationer skulle beh\u00f6va ha tydligare drivkrafter som utg\u00e5r mer fr\u00e5n kundens behov och n\u00f6jdhetsgrad, att bli mer aff\u00e4rsm\u00e4ssiga. Privata f\u00f6retag har tydligare drivkrafter och d\u00e4rmed oftast en tydligare strategi f\u00f6r att \u00f6ka kundn\u00f6jdhet och s\u00e4lj.<\/p>\n\n\n\n

Hur tror ni digitaliseringen har, och framf\u00f6r allt kommer att p\u00e5verka framtidens kundservice & kundhantering?<\/strong><\/p>\n\n\n\n

Det kommer att f\u00f6renkla och f\u00f6rb\u00e4ttra f\u00f6r b\u00e5de kunder och medarbetare, viktigt att inte ers\u00e4tta det personliga m\u00f6tet med teknik i de fall det fortfarande finns ett behov av det. Sj\u00e4lvservice och smart teknik kommer ocks\u00e5 att ers\u00e4tta vissa tj\u00e4nster som finns idag. Det personliga m\u00f6tet kommer att st\u00e4lla h\u00f6gre krav p\u00e5 medarbetarna n\u00e4r de komplexa fr\u00e5gorna finns kvar, personalen beh\u00f6ver tillg\u00e5ng till snabbare information och f\u00e5 h\u00f6gre mandat.<\/p>\n\n\n\n

Vilken typ av uppdrag brukar ni p\u00e5 Agima hj\u00e4lpa till med?<\/strong><\/p>\n\n\n\n

Oftast hj\u00e4lper vi till med att grundstrukturerna p\u00e5 plats, att f\u00e5 en helhet i kundservicen som omfattar \u00e4ven \u00f6vrig organisation och ledning, vi f\u00f6rb\u00e4ttrar processerna som hj\u00e4lper kunderna, h\u00f6jer kundn\u00f6jdheten eller hj\u00e4lper kundtj\u00e4nstchefen att b\u00e4ttre f\u00f6rst\u00e5 kundernas behov.<\/p>\n","protected":false},"excerpt":{"rendered":"

Moderatorerna p\u00e5 Framtidens kundservice & Contact Center 2022 heter Andr\u00e9 Hagberg och Annika Mid\u00e9n fr\u00e5n Agima Management. Konferensen n\u00e4rmar sig med stormsteg s\u00e5 vi passade p\u00e5 att l\u00e5ta Andr\u00e9 och Annika dela med sig av hur de ser p\u00e5 framtidens kundservice och hur viktigt det \u00e4r att n\u00e5 in i ledningsrummet. De ber\u00e4ttar ocks\u00e5 vilken […]<\/p>\n","protected":false},"author":1,"featured_media":696,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-570","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-okategoriserade"],"acf":[],"yoast_head":"\nModeratorerna om Framtidens kundservice & Contact Center - 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\/2022\/10\/19\/moderatorerna-om-framtidens-kundservice-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Moderatorerna om Framtidens kundservice & Contact Center - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Moderatorerna p\u00e5 Framtidens kundservice & Contact Center 2022 heter Andr\u00e9 Hagberg och Annika Mid\u00e9n fr\u00e5n Agima Management. Konferensen n\u00e4rmar sig med stormsteg s\u00e5 vi passade p\u00e5 att l\u00e5ta Andr\u00e9 och Annika dela med sig av hur de ser p\u00e5 framtidens kundservice och hur viktigt det \u00e4r att n\u00e5 in i ledningsrummet. 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