{"id":772,"date":"2021-09-06T13:30:27","date_gmt":"2021-09-06T13:30:27","guid":{"rendered":"https:\/\/insightevents.se\/servicedeskforum\/?p=772"},"modified":"2021-09-06T13:30:27","modified_gmt":"2021-09-06T13:30:27","slug":"hur-ska-man-supportera-supporten","status":"publish","type":"post","link":"https:\/\/insightevents.se\/supportochservice\/2021\/09\/06\/hur-ska-man-supportera-supporten\/","title":{"rendered":"Hur ska man supportera supporten?"},"content":{"rendered":"<h2><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-616 alignleft\" src=\"https:\/\/insightevents.se\/servicedeskforum\/wp-content\/uploads\/sites\/8\/2020\/02\/talare_servicedeskforum2020_janette-1.jpg\" alt=\"\" width=\"200\" height=\"200\" srcset=\"https:\/\/insightevents.se\/supportochservice\/wp-content\/uploads\/sites\/8\/2020\/02\/talare_servicedeskforum2020_janette-1.jpg 200w, https:\/\/insightevents.se\/supportochservice\/wp-content\/uploads\/sites\/8\/2020\/02\/talare_servicedeskforum2020_janette-1-150x150.jpg 150w\" sizes=\"auto, (max-width: 200px) 100vw, 200px\" \/>P\u00e5 Servicedesk Forum 2021 kommer Jeanette Sundberg fr\u00e5n Nordea att ber\u00e4tta om vilka verktyg och metoder de anv\u00e4nder f\u00f6r att n\u00e5 framtidens automatiska kundtj\u00e4nst. Hon kommer att dela med sig av praktiska l\u00e4rdomar och erfarenheter som bla innefattar begreppet att supportera supporten och deras fokus p\u00e5 Workforce Management. Vi passade p\u00e5 att ta ett snack med Jeanette inf\u00f6r konferensen d\u00e4r hon exempelvis ber\u00e4ttar om utmaningarna med en automatiserad kundtj\u00e4nst.<\/h2>\n<p><strong>Vad betyder egentligen att \u201dsupportera supporten\u201d?<\/strong><\/p>\n<p>P\u00e5 Nordea har vi en intern supportavdelning, den avdelningen s\u00e4kerst\u00e4ller att alla medarbetare k\u00e4nner trygghet i vardagen, de hanterar incidenter, felanm\u00e4lningar, fr\u00e5gor kring system och processer och hanterar administrativa processer. F\u00f6r att vi ska kunna ge den b\u00e4sta servicen till v\u00e5ra kunder vill vi s\u00e4kerst\u00e4lla att vi har en v\u00e4lfungerande intern support, som supporterar supporten.<\/p>\n<p><strong>Hur arbetar ni med Workforce Management? <\/strong><\/p>\n<p>Vi utg\u00e5r fr\u00e5n kundefterfr\u00e5gan och skapar prognoser som ligger till grund f\u00f6r resursallokeringen p\u00e5 kort och l\u00e5ng sikt. WFM \u00e4r en nyckelprocess i balansen mellan kundn\u00f6jdhet och medarbetarn\u00f6jdhet och en st\u00e4ndigt p\u00e5g\u00e5ende process. Medarbetarna p\u00e5 Nordea har m\u00f6jlighet att p\u00e5verka sin arbetstid genom att l\u00e4gga in \u00f6nskem\u00e5l i WFM, en process som fungerar v\u00e4l och \u00e4r uppskattad.<\/p>\n<p><strong>Vilka \u00e4r utmaningarna med en automatiserad kundtj\u00e4nst och vad \u00e4r viktigt att t\u00e4nka p\u00e5? <\/strong><\/p>\n<p>Balansen mellan den m\u00e4nskliga och digitala interaktionen \u00e4r allt viktigare och f\u00f6rm\u00e5gan att skapa kundv\u00e4nliga \u00f6verg\u00e5ngar och processer. Definiera var vilken interaktion ska ske och hur \u00f6verg\u00e5ngen till m\u00e4nsklig dialog ska ske, bygga de processerna utifr\u00e5n ett kundperspektiv. Hur kan vi f\u00f6renkla f\u00f6r kunden s\u00e5 att de digitala processerna blir relevanta?<\/p>\n<p><strong>Enligt ditt perspektiv, hur ser framtidens kundtj\u00e4nst ut p\u00e5 Nordea?<\/strong><\/p>\n<p>Vi har definierat balansen mellan digitala och personliga fl\u00f6den, de processer som p\u00e5 ett kundv\u00e4nligt s\u00e4tt kan utf\u00f6ras i ett digitalt fl\u00f6de ska hanteras d\u00e4r. Kundn\u00f6jdheten och kundresan \u00e4r i fokus, allt utg\u00e5r fr\u00e5n kund och behovet styr hur den personliga relationen st\u00f6ttar upp.<\/p>\n<p><strong>Finns det n\u00e5gon annan talare p\u00e5 konferensen som du \u00e4r nyfiken p\u00e5? <\/strong><\/p>\n<p>Om jag ska v\u00e4lja en s\u00e5 blir det Sandvik, kul att en stor akt\u00f6r med mycket fram\u00e5tanda deltar!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>P\u00e5 Servicedesk Forum 2021 kommer Jeanette Sundberg fr\u00e5n Nordea att ber\u00e4tta om vilka verktyg och metoder de anv\u00e4nder f\u00f6r att n\u00e5 framtidens automatiska kundtj\u00e4nst. Hon kommer att dela med sig av praktiska l\u00e4rdomar och erfarenheter som bla innefattar begreppet att supportera supporten och deras fokus p\u00e5 Workforce Management. Vi passade p\u00e5 att ta ett snack [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-772","post","type-post","status-publish","format-standard","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>Hur ska man supportera supporten? - 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\/2021\/09\/06\/hur-ska-man-supportera-supporten\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hur ska man supportera supporten? - Support och service\" \/>\n<meta property=\"og:description\" content=\"P\u00e5 Servicedesk Forum 2021 kommer Jeanette Sundberg fr\u00e5n Nordea att ber\u00e4tta om vilka verktyg och metoder de anv\u00e4nder f\u00f6r att n\u00e5 framtidens automatiska kundtj\u00e4nst. 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