{"id":715,"date":"2023-09-21T13:08:40","date_gmt":"2023-09-21T11:08:40","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=715"},"modified":"2023-09-21T13:15:19","modified_gmt":"2023-09-21T11:15:19","slug":"okat-fokus-pa-kundupplevelse","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2023\/09\/21\/okat-fokus-pa-kundupplevelse\/","title":{"rendered":"\u00d6kat fokus p\u00e5 kundupplevelsen"},"content":{"rendered":"
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Hur skapar man en digitaliserad, unik och personlig kund- och spelupplevelse? Elina Karlsson, verksamhetsutvecklare, och Therese Liljeb\u00e4ck, kundservicechef, arbetar p\u00e5 Svenska spel och kommer att medverka som talare p\u00e5 Framtidens kundserivce & Contact Center i Stockholm den 14-15 november. D\u00e4r kommer de att prata om f\u00f6rb\u00e4ttrad kundupplevelse och centrerad kundfokus i verksamheten. Vi passade p\u00e5 att st\u00e4lla n\u00e5gra fr\u00e5gor till Elina och Therese inf\u00f6r konferensen d\u00e4r de bla delar med sig av vad som \u00e4r viktigt att t\u00e4nka p\u00e5 n\u00e4r man arbetar med kundupplevelsen, vilken p\u00e5verkan digitaliseringen har haft samt vad deltagarna kommer kunna ta med sig efter presentationen.<\/strong><\/p>\n\n\n

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Vad kommer du\/ni att prata om p\u00e5 Framtidens kundservice & Contact Center 2023?<\/strong>
Vi vill s\u00e5klart ber\u00e4tta om arbetet vi g\u00f6r f\u00f6r att lyfta och n\u00e5 en kundupplevelse i v\u00e4rldsklass. I v\u00e5r strategi pratar vi om hur vi vinner och det \u00e4r bl a genom det b\u00e4sta kundm\u00f6tet. Tidigare i v\u00e5r flyttade vi in i v\u00e5ra nyrenoverade lokaler i Visby d\u00e4r kundupplevelsen f\u00e5tt en central plats. Nu \u00e4r det fokus f\u00f6r oss p\u00e5 Kund- och Partnerservice att ta den platsen och vara starka ambassad\u00f6rer f\u00f6r kunden.<\/p>\n\n\n\n

Vad \u00e4r viktigt att t\u00e4nka p\u00e5 n\u00e4r man arbetar med kundupplevelsen?<\/strong>
I v\u00e5r evolution har vi g\u00e5tt fr\u00e5n att titta p\u00e5 v\u00e5r verksamhet ur perspektivet \u201dh\u00e5rdvara\u201d & \u201dIT-komponenter\u201d\u200b, f\u00f6r att nu fokusera p\u00e5 kundupplevelsen och d\u00e4rmed skifta fokus till ett kundperspektiv\u200b. Hur m\u00e5r kunden h\u00e4r och nu?<\/em> H\u00e4r m\u00e5ste v\u00e5ra kommunikat\u00f6rer vara nyfikna och l\u00e4ra sig att s\u00e4tta ord p\u00e5 k\u00e4nslorna. Att f\u00f6rena k\u00e4nsla med data f\u00f6r att f\u00e5 v\u00e4rdefulla insikter kan vara en av v\u00e5ra framg\u00e5ngsnycklar.<\/p>\n\n\n\n

Vilka fallgropar ska man undvika?<\/strong><\/p>\n\n\n\n

Det som fungerar f\u00f6r oss kanske inte alls fungerar f\u00f6r dig. Tipset vi kan ge \u00e4r att vara modig och v\u00e4lkomna eventuella fallgropar. B\u00f6rja enkelt och hitta insikter d\u00e4r man kan g\u00f6ra stor p\u00e5verkan p\u00e5 kundupplevelsen med sm\u00e5 medel.<\/p>\n\n\n\n

P\u00e5 vilket s\u00e4tt har digitaliseringen p\u00e5verkat er?<\/strong><\/p>\n\n\n\n

Som f\u00f6r m\u00e5nga andra har vi g\u00e5tt fr\u00e5n papper till digitala processer och fr\u00e5n l\u00e5ngsamt till snabbt. Sj\u00e4lvklart har det p\u00e5verkat oss att den digitala utvecklingen har gjort enorma framsteg, men vi f\u00e5r heller inte underskatta p\u00e5verkan p\u00e5 v\u00e5ra kunder. Yngre kunder \u00e4r medvetna och vana vid den digitala v\u00e4rlden medan \u00e4ldre kunder blir mer eller mindre intvingade i nya m\u00f6nster med stor os\u00e4kerhet.<\/p>\n\n\n\n

Vi f\u00e5r passa p\u00e5 att ge en stor eloge till v\u00e5ra kommunikat\u00f6rer som anpassar m\u00f6tet utifr\u00e5n kundens f\u00f6rv\u00e4ntan.<\/p>\n\n\n\n

Vad hoppas du p\u00e5 att deltagarna tar med sig efter din\/er presentation?<\/strong>
Genom att vara nyfiken och modig skapar vi resultat tillsammans oavsett vilket m\u00e5l man har.<\/p>\n\n\n\n

\u00c4r det n\u00e5gon annan talare eller programpunkt du\/ni \u00e4r nyfiken p\u00e5?<\/strong><\/p>\n\n\n\n

Ni har tagit fram ett riktigt bra program f\u00f6r oss bes\u00f6kare! Vi \u00e4r v\u00e4ldigt nyfikna p\u00e5 att lyssna p\u00e5 Andr\u00e9a fr\u00e5n Dustin Group och Pernilla fr\u00e5n Workz Sweden som kommer prata om sj\u00e4lvledarskap och engagemang inom kundservice. Men ocks\u00e5 Fia fr\u00e5n Mathem om att vara tillg\u00e4nglig f\u00f6r kund vid alla tillf\u00e4llen och kanaler.<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"

Hur skapar man en digitaliserad, unik och personlig kund- och spelupplevelse? Elina Karlsson, verksamhetsutvecklare, och Therese Liljeb\u00e4ck, kundservicechef, arbetar p\u00e5 Svenska spel och kommer att medverka som talare p\u00e5 Framtidens kundserivce & Contact Center i Stockholm den 14-15 november. D\u00e4r kommer de att prata om f\u00f6rb\u00e4ttrad kundupplevelse och centrerad kundfokus i verksamheten. Vi passade p\u00e5 […]<\/p>\n","protected":false},"author":1,"featured_media":716,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-715","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nyhet"],"acf":[],"yoast_head":"\n\u00d6kat fokus p\u00e5 kundupplevelsen - 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\/21\/okat-fokus-pa-kundupplevelse\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00d6kat fokus p\u00e5 kundupplevelsen - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Hur skapar man en digitaliserad, unik och personlig kund- och spelupplevelse? 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