{"id":580,"date":"2022-10-25T12:00:54","date_gmt":"2022-10-25T10:00:54","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=580"},"modified":"2023-09-06T14:05:08","modified_gmt":"2023-09-06T12:05:08","slug":"hur-kan-en-modern-bemanning-av-kundservice-se-ut","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2022\/10\/25\/hur-kan-en-modern-bemanning-av-kundservice-se-ut\/","title":{"rendered":"Hur kan en modern bemanning av kundservice se ut?"},"content":{"rendered":"
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Matchar \u00f6nskelistan av kvalit\u00e9er, utbildningar och erfarenheter med de kandidater som kommer prestera, trivas och stanna \u00f6ver tid? Johanna Wikstr\u00f6m och Pernilla Rodriguez arbetar p\u00e5 Workz och \u00e4r aktuella som talare p\u00e5 Framtidens kundservice och Contact Center. Vi fick m\u00f6jligheten att st\u00e4lla n\u00e5gra fr\u00e5gor till Johanna och Pernilla inf\u00f6r konferensen d\u00e4r de bla ber\u00e4ttar hur kundservice har f\u00f6r\u00e4ndrats de senaste \u00e5ren, vilka egenskaper som efterfr\u00e5gas inf\u00f6r rekrytering och hur man framg\u00e5ngsrikt ska arbeta med onboarding.<\/p>\n\n\n\n

Ber\u00e4tta lite om er sj\u00e4lva och er bakgrund <\/strong><\/p>\n\n\n\n

Jag heter Johanna och har arbetat med kundservice och ledarskap de senaste sex \u00e5ren, senast inom outsourcingv\u00e4rlden och Teleperformance. I min roll som Operativ Chef p\u00e5 Workz \u00e4r mina medarbetares och kunders utveckling alltid min st\u00f6rsta prioritet, f\u00f6r att kunna leverera en kundservice i v\u00e4rldsklass<\/p>\n\n\n\n

Jag heter Pernilla och har arbetat med kundkontakter hela mitt arbetsliv, prim\u00e4rt inom kundservice d\u00e4r jag bl.a. har nio \u00e5rs erfarenhet inom outsourcing av kundservice p\u00e5 Barona. Fr\u00e4mst har mina roller involverat ledarskap, projektledning, utveckling och rekrytering. Under \u00e5ren har jag samlat p\u00e5 mig erfarenheter inom bank och finans, e-handel, resef\u00f6rs\u00e4ljning, bilindustrin och mycket, mycket mer.<\/p>\n\n\n\n

Hur har kundserviceomr\u00e5det f\u00f6r\u00e4ndrats de senaste 5 \u00e5ren? Hur har det p\u00e5verkat kraven n\u00e4r det g\u00e4ller funktionen och professionen?<\/strong><\/p>\n\n\n\n

Fler och fler f\u00f6retag f\u00f6rst\u00e5r vikten av att ha en v\u00e4l fungerande kundserviceavdelning. Den st\u00e5r trots allt f\u00f6r en klar majoritet av f\u00f6retagets kundkontakter. En annan faktor som p\u00e5verkats \u00e4r alla nya automatiseringar och ny teknik som hj\u00e4lper till att f\u00e5 bort de enkla fr\u00e5gorna fr\u00e5n personalen p\u00e5 kundservice. Det inneb\u00e4r att arbetet I sig blir mer kvalificerat. En medarbetare idag f\u00e5r arbeta mycket med att utveckla relationer och direkt eller indirekt p\u00e5verka f\u00f6retagets aff\u00e4rer. Detta i sin tur g\u00f6r att ett arbete inom kundservice i mycket l\u00e4gre grad \u00e4r ett genomg\u00e5ngsjobb f\u00f6r att g\u00f6ra karri\u00e4r p\u00e5 f\u00f6retaget \u2013 i st\u00e4llet mer fokuserat p\u00e5 att g\u00f6ra karri\u00e4r inom kundservice.<\/p>\n\n\n\n

Vilka egenskaper efters\u00f6ks fr\u00e4mst vid rekrytering?<\/strong><\/p>\n\n\n\n

Personer som \u00e4r ansvarsfulla, p\u00e5litliga, kan hantera f\u00f6r\u00e4ndringar, hanterar press, samarbetar v\u00e4l med andra, flexibla, ordningsamma, stresst\u00e5lig och l\u00f6sningsfokuserade.<\/p>\n\n\n\n

Vilka nya behov har uppkommit hos f\u00f6retag som rekryterar inom omr\u00e5det?<\/strong><\/p>\n\n\n\n

Det efterfr\u00e5gas efter minst tv\u00e5 \u00e5rs arbetslivserfarenhet och s\u00f6ker och \u00f6nskar l\u00e5ngsiktighet hos personalen. M\u00e5nga f\u00f6retag har generellt en v\u00e4ldigt l\u00e5ng \u201d\u00f6nskelista\u201d \u00f6ver kvalit\u00e9er, utbildningar, erfarenheter mm. med det st\u00e4mmer inte med vad vetenskapen faktiskt s\u00e4ger och matchar inte in i profilen f\u00f6r de kandidater som kommer prestera, trivas och som kommer stanna \u00f6ver tid.<\/p>\n\n\n\n

Vilka 3 tips skulle ni ge till kundtj\u00e4nstchefer som ska bemanna ett framg\u00e5ngsrikt Contact Center? <\/strong><\/p>\n\n\n\n

F\u00f6r det f\u00f6rsta ska man ha en tydlig plan f\u00f6r rekryteringsprocesserna. Anv\u00e4nd er av strukturerade intervjuer och vetenskapliga tester f\u00f6r att hitta r\u00e4tt kandidater som kommer trivas i rollen och stanna l\u00e4nge (om det \u00e4r m\u00e5let).<\/p>\n\n\n\n

F\u00f6r det andra ska man planera f\u00f6r onboarding. Varva utbildning, medlyssning och system samt utbilda i b\u00e5de f\u00f6retagets produkter\/tj\u00e4nster och hur man kommunicerar med kunden, vad som \u00e4r bra kundservice.<\/p>\n\n\n\n

Och f\u00f6r det tredje ska man forts\u00e4tta att utbilda! N\u00e4r medarbetaren g\u00e5r live i produktion \u00e4r inte utbildningen slut. Genomf\u00f6r kontinuerliga utbildningar, planera f\u00f6r och genomf\u00f6ra medlyssning och coachning varje m\u00e5nad.<\/p>\n\n\n\n

Vilka roller \u00e4r enligt vad ni h\u00f6r, sv\u00e5rast att rekrytera till? <\/strong><\/p>\n\n\n\n

Roller som kr\u00e4ver en eftergymnasial utbildning men yrket kanske inte matchar vad de kandidaterna \u00f6nskar arbeta med efter sin examen. Att tills\u00e4tta sj\u00e4lva rollen \u00e4r inte den st\u00f6rsta utmaningen men att f\u00e5 dessa kandidater att stanna l\u00e4nge\/\u00f6ver tid, kandidat kan se rollen mer som en \u201dv\u00e4g in\u201d. Alla roller som kr\u00e4ver en annan spr\u00e5kkompetens \u00e4n svenska och engelska. Kortsiktiga uppdrag\/visstid \u00e4r utmanande att tills\u00e4tta just nu n\u00e4r arbetsmarknaden \u00e4r \u201dhet\u201d.<\/p>\n\n\n\n

Konferensen n\u00e4rmar sig, vad ser ni mest fram emot? <\/strong><\/p>\n\n\n\n

Att dela v\u00e5ra kunskaper och inspireras av andra inom branschen!<\/p>\n\n\n\n

<\/p>\n\n\n\n

Hur ska man rekrytera medarbetare f\u00f6r 2020-talet? Workz har tagit fram en guide f\u00f6r hur du anst\u00e4ller och utvecklar 20-talets kundservicemedarbetare. L\u00e4s guiden h\u00e4r<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Matchar \u00f6nskelistan av kvalit\u00e9er, utbildningar och erfarenheter med de kandidater som kommer prestera, trivas och stanna \u00f6ver tid? Johanna Wikstr\u00f6m och Pernilla Rodriguez arbetar p\u00e5 Workz och \u00e4r aktuella som talare p\u00e5 Framtidens kundservice och Contact Center. Vi fick m\u00f6jligheten att st\u00e4lla n\u00e5gra fr\u00e5gor till Johanna och Pernilla inf\u00f6r konferensen d\u00e4r de bla ber\u00e4ttar hur […]<\/p>\n","protected":false},"author":1,"featured_media":695,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-580","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-okategoriserade"],"acf":[],"yoast_head":"\nHur kan en modern bemanning av kundservice se ut? - 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\/25\/hur-kan-en-modern-bemanning-av-kundservice-se-ut\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hur kan en modern bemanning av kundservice se ut? - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Matchar \u00f6nskelistan av kvalit\u00e9er, utbildningar och erfarenheter med de kandidater som kommer prestera, trivas och stanna \u00f6ver tid? 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