{"id":1183,"date":"2023-08-22T15:14:53","date_gmt":"2023-08-22T15:14:53","guid":{"rendered":"https:\/\/insightevents.se\/servicedeskforum\/?p=1183"},"modified":"2023-08-23T08:01:07","modified_gmt":"2023-08-23T08:01:07","slug":"framgangsreceptet-for-norrtaljes-kontaktcenter","status":"publish","type":"post","link":"https:\/\/insightevents.se\/supportochservice\/2023\/08\/22\/framgangsreceptet-for-norrtaljes-kontaktcenter\/","title":{"rendered":"Framg\u00e5ngsreceptet f\u00f6r Norrt\u00e4ljes kontaktcenter"},"content":{"rendered":"
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Hur lyckades Norrt\u00e4lje g\u00f6ra sitt kontaktcenter till en succ\u00e9? Perina Th\u00f6lin Larsson arbetar som tf enhetschef kontaktcenter p\u00e5 Norrt\u00e4lje kommun och \u00e4r aktuell som en av talarna p\u00e5 Servicedesk Forum 2023. D\u00e4r kommer hon bla att prata om v\u00e4gen till ett h\u00f6gt engagemang bland medarbetarna, vikten av samarbeten med f\u00f6rvaltningar och hur blev resultatet n\u00e4r de inf\u00f6rde knappval? Vi passade p\u00e5 att st\u00e4lla n\u00e5gra fr\u00e5gor till henne inf\u00f6r konferensen i Stockholm den 10-11 oktober.<\/strong><\/p>\n\n\n\n



Vad kommer du att prata om p\u00e5 Servicedesk Forum 2023?<\/strong><\/p>\n\n\n\n

Jag kommer att prata om v\u00e5ra medarbetare, deras h\u00f6ga servicet\u00e4nk och engagemang. Hur vi har s\u00e4nkt stressniv\u00e5n f\u00f6r dem, vilka kanaler vi anv\u00e4nder f\u00f6r att n\u00e5 ut information till dem oavsett om de arbetar hemifr\u00e5n eller p\u00e5 n\u00e5got av v\u00e5ra kontor. Sedan t\u00e4nkte jag \u00e4ven lyfta fram v\u00e5rt samarbete med de olika f\u00f6rvaltningarna.<\/p>\n\n\n\n

Hur lyckades ni f\u00e5 ert kontaktcenter till att bli en succ\u00e9?<\/strong><\/p>\n\n\n\n

En stor del i framg\u00e5ngen \u00e4r att vi m\u00f6ter alla inv\u00e5nare p\u00e5 samma s\u00e4tt. Ett av v\u00e5ra v\u00e4rdeord \u00e4r \u201dallas lika v\u00e4rde\u201d<\/em> och det har verkligen pr\u00e4glat v\u00e5r verksamhet.<\/p>\n\n\n\n

Vad \u00e4r nyckeln till att lyckas engagera medarbetarna?<\/strong><\/p>\n\n\n\n

Vi har arbetat mycket med sammanh\u00e5llningen samt viljan att hj\u00e4lpa varandra. Det har bidragit till att v\u00e5ra medarbetare har en h\u00f6g serviceniv\u00e5 och teamk\u00e4nsla. Vi coachar v\u00e5ra medarbetare individuellt 4 ggr per \u00e5r f\u00f6r att man st\u00e4ndigt ska f\u00e5 m\u00f6jligheten att utvecklas.<\/p>\n\n\n\n

Vad \u00e4r viktigt att t\u00e4nka p\u00e5 n\u00e4r man ska samarbeta med andra f\u00f6rvaltningar?<\/strong><\/p>\n\n\n\n

Att se inv\u00e5narens behov, s\u00e4tta dem f\u00f6rst och att f\u00e5 mandat att svara p\u00e5 \u00e5terkommande fr\u00e5gor. Vi har en h\u00f6g svarsfrekvens och finns alltid tillg\u00e4ngliga n\u00e4r en del f\u00f6rvaltningar har telefontider. Vi har statistik p\u00e5 samtal och \u00e4renden som de inte sj\u00e4lva kan ta fram. Vid v\u00e5ra m\u00e5natliga m\u00f6ten g\u00e5r vi sedan igenom statistik, \u00e5terkommande fr\u00e5gor och presenterar vad som kommer att h\u00e4nda fram\u00e5t. D\u00e5 \u00e4r vi f\u00f6rberedda med svar p\u00e5 de eventuella fr\u00e5gor som kan dyka upp.<\/p>\n\n\n\n

Hur ser v\u00e4gen ut fram\u00e5t f\u00f6r ert kontaktcenter?<\/strong><\/p>\n\n\n\n

Det ser riktigt bra ut och f\u00f6r att underl\u00e4tta f\u00f6r v\u00e5ra inv\u00e5nare ansluter fler och fler f\u00f6rvaltningar och avdelningar till att anv\u00e4nda v\u00e5rt \u00e4rehanteringssystem Easit. <\/strong>D\u00e4r kan vi f\u00f6lja, fylla p\u00e5 och \u00e4ndra \u00e4renden till v\u00e5ra inv\u00e5nare.<\/p>\n\n\n\n

Vad hoppas du p\u00e5 att deltagarna tar med sig efter din presentation?<\/strong><\/p>\n\n\n\n

F\u00f6rhoppningsvis snappar n\u00e5got som de sj\u00e4lva kan ha nytta av p\u00e5 sina arbetsplatser.<\/p>\n","protected":false},"excerpt":{"rendered":"

Hur lyckades Norrt\u00e4lje g\u00f6ra sitt kontaktcenter till en succ\u00e9? Perina Th\u00f6lin Larsson arbetar som tf enhetschef kontaktcenter p\u00e5 Norrt\u00e4lje kommun och \u00e4r aktuell som en av talarna p\u00e5 Servicedesk Forum 2023. D\u00e4r kommer hon bla att prata om v\u00e4gen till ett h\u00f6gt engagemang bland medarbetarna, vikten av samarbeten med f\u00f6rvaltningar och hur blev resultatet n\u00e4r […]<\/p>\n","protected":false},"author":1,"featured_media":1184,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1183","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nFramg\u00e5ngsreceptet f\u00f6r Norrt\u00e4ljes kontaktcenter - Support och service<\/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\/supportochservice\/2023\/08\/22\/framgangsreceptet-for-norrtaljes-kontaktcenter\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Framg\u00e5ngsreceptet f\u00f6r Norrt\u00e4ljes kontaktcenter - Support och service\" \/>\n<meta property=\"og:description\" content=\"Hur lyckades Norrt\u00e4lje g\u00f6ra sitt kontaktcenter till en succ\u00e9? 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