{"id":699,"date":"2023-09-06T13:54:56","date_gmt":"2023-09-06T11:54:56","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=699"},"modified":"2023-09-06T14:41:01","modified_gmt":"2023-09-06T12:41:01","slug":"mota-kunden-i-alla-kanaler-och-alla-tider-ar-det-ratt-vag-fram","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2023\/09\/06\/mota-kunden-i-alla-kanaler-och-alla-tider-ar-det-ratt-vag-fram\/","title":{"rendered":"M\u00f6ta kunden i alla kanaler och alla tider \u2013 \u00e4r det r\u00e4tt v\u00e4g fram?"},"content":{"rendered":"<div class=\"wp-block-image\">\n<figure class=\"alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2023\/09\/fia_engstrom-e1694001198619.png\" alt=\"\" class=\"wp-image-700\" style=\"width:237px;height:237px\" width=\"237\" height=\"237\" srcset=\"https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2023\/09\/fia_engstrom-e1694001198619.png 385w, https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2023\/09\/fia_engstrom-e1694001198619-300x300.png 300w, https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2023\/09\/fia_engstrom-e1694001198619-150x150.png 150w, https:\/\/insightevents.se\/contactcenter\/wp-content\/uploads\/sites\/16\/2023\/09\/fia_engstrom-e1694001198619-200x200.png 200w\" sizes=\"auto, (max-width: 237px) 100vw, 237px\" \/><\/figure>\n<\/div>\n\n\n<p>Har kunden alltid r\u00e4tt och \u00e4r det vettigt att finnas i alla kanaler vid alla tider? Fia Engstr\u00f6m arbetar som Head of Customer Service p\u00e5 Mathem och \u00e4r aktuell som en av talarna p\u00e5 Framtidens kundservice &amp; Contact Center 2023 den 14-15 november i Stockholm. Vi fick m\u00f6jligheten att st\u00e4lla n\u00e5gra fr\u00e5gor till Fia inf\u00f6r konferensen d\u00e4r hon bla ber\u00e4ttar om vad som \u00e4r viktigt att t\u00e4nka p\u00e5 i ett snabbv\u00e4xande f\u00f6retag med m\u00e5nga kunder och vad deltagarna kan t\u00e4nkas ta med sig efter hennes presentation. <strong><br><br><br>Vad kommer du att prata om p\u00e5 Framtidens kundservice &amp; Contact Center 2023?<\/strong><br>Min genomg\u00e5ende r\u00f6da tr\u00e5d kommer att vara mod. B\u00e5de mod som chef, bland annat att v\u00e5ga leda med kravst\u00e4llan och tydlighet med vinningen att f\u00e5 ett \u00f6kat medarbetarengagemang. Men ocks\u00e5 modet att styra tillg\u00e4nglighet och kanaler utefter d\u00e4r vi som kundtj\u00e4nst ser att vi \u00e4r b\u00e4st och snabbast, inte n\u00f6dv\u00e4ndigtvis&nbsp;d\u00e4r kunden \u00f6nskar att vi finns eller \u00e4r som bekv\u00e4mast. Jag hoppas ocks\u00e5 bjuda p\u00e5 en del skratt n\u00e4r jag ber\u00e4ttar om n\u00e4r jag hoppade in som kundtj\u00e4nstagent i somras och blev &#8221;ny p\u00e5 jobbet&#8221;.&nbsp;<\/p>\n\n\n\n<p><strong>M\u00e5nga f\u00f6retag har som policy att snabbt kunna svara kunderna i alla kanaler, hur resonerar ni kring det?<\/strong><br>D\u00e4r har vi\u00a0ocks\u00e5 befunnit oss. Men idag justerar vi v\u00e4ntetiderna till efter vad kundens \u00e4rende egentligen handlar om och i vilken kanal du kontaktar oss. Exempelvis s\u00e5 kommer vi bli mer tydliga med att mejl \u00e4r snigelpost medan chatt \u00e4r v\u00e5r blixtservice,\u00a0samt att vi kommer bli mer tydliga kring att alltid prioritera de mest akuta \u00e4rendena f\u00f6rst och de allra minst akuta sist. Ist\u00e4llet f\u00f6r att hantera \u00e4renden i den turordning de kom in. F\u00f6r\u00e4ndring kan skava, s\u00e4rskilt n\u00e4r det till en b\u00f6rjan kan upplevas som s\u00e4mre service. Men det \u00e4r en f\u00f6r\u00e4ndring vi vill tro att det kommer landa i n\u00e5got riktigt, riktigt bra f\u00f6r alla.\u00a0<\/p>\n\n\n\n<p><strong>Vad \u00e4r viktigt att t\u00e4nka p\u00e5 n\u00e4r man \u00e4r verksam i ett snabbv\u00e4xande f\u00f6retag med m\u00e5nga kunder?<\/strong><\/p>\n\n\n\n<p>Inom Mathems kundtj\u00e4nst s\u00e5 g\u00e5r vi efter &#8221;<em>vi testar! Funkar det inte s\u00e5 backar vi<\/em>&#8221;. P\u00e5 s\u00e5 s\u00e4tt \u00e4r vi modiga med att snabbt rulla ut nya l\u00f6sningar och processer. Allt f\u00f6r att hinna med kundernas f\u00f6rv\u00e4ntan och indirekta krav, men ocks\u00e5 f\u00f6r att arbeta smart och effektivt.&nbsp;<\/p>\n\n\n\n<p><strong>Hur arbetar ni med Self Service?<\/strong><br>Alldeles f\u00f6r lite idag, vi beh\u00f6ver bli mycket b\u00e4ttre p\u00e5 att hj\u00e4lpa kunderna hj\u00e4lpa sig sj\u00e4lva. Som ett led i v\u00e5r kanaleffektivisering&nbsp;s\u00e5 jobbar vi mer fokuserat p\u00e5 Self-Service.&nbsp;<\/p>\n\n\n\n<p><strong>Vad hoppas du p\u00e5 att deltagarna tar med sig efter din presentation?<\/strong><br>Att v\u00e5ga hoppa in och jobba p\u00e5 golvet, d\u00e5 och d\u00e5. Det ger mer insikter \u00e4n \u00f6vrigt arbete v\u00e5gar jag p\u00e5st\u00e5. Kanske tar dom med sig mod i olika former, exempelvis att v\u00e5ga g\u00f6ra f\u00f6r\u00e4ndringar eller att bli mer tydliga som ledare. Men jag \u00e4r n\u00f6jd om dom tar med sig ett, eller flera, goda skratt efter att ha lyssnat p\u00e5 mig.&nbsp;<\/p>\n\n\n\n<p><strong>\u00c4r det n\u00e5gon annan talare eller programpunkt du \u00e4r nyfiken p\u00e5?&nbsp;<\/strong><br>Jessica Jonsson (The Inside Changer) om hur kompetens och k\u00e4nslor spelar in kundbem\u00f6tandet och hur v\u00e5rt undermedvetna styr f\u00e5ngade mitt intresse direkt n\u00e4r jag s\u00e5g programmet.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Har kunden alltid r\u00e4tt och \u00e4r det vettigt att finnas i alla kanaler vid alla tider? Fia Engstr\u00f6m arbetar som Head of Customer Service p\u00e5 Mathem och \u00e4r aktuell som en av talarna p\u00e5 Framtidens kundservice &amp; Contact Center 2023 den 14-15 november i Stockholm. Vi fick m\u00f6jligheten att st\u00e4lla n\u00e5gra fr\u00e5gor till Fia inf\u00f6r [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":700,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-699","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nyhet"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>M\u00f6ta kunden i alla kanaler och alla tider \u2013 \u00e4r det r\u00e4tt v\u00e4g fram? - 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\/2023\/09\/06\/mota-kunden-i-alla-kanaler-och-alla-tider-ar-det-ratt-vag-fram\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00f6ta kunden i alla kanaler och alla tider \u2013 \u00e4r det r\u00e4tt v\u00e4g fram? - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Har kunden alltid r\u00e4tt och \u00e4r det vettigt att finnas i alla kanaler vid alla tider? 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