{"id":18205,"date":"2022-11-17T13:16:19","date_gmt":"2022-11-17T12:16:19","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=18205"},"modified":"2024-09-11T11:54:26","modified_gmt":"2024-09-11T09:54:26","slug":"miert-nonek-az-ugyfelek-elvarasai-a-szolgaltatasok-irant","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/miert-nonek-az-ugyfelek-elvarasai-a-szolgaltatasok-irant\/","title":{"rendered":"Mi\u00e9rt n\u0151nek az \u00fcgyfelek elv\u00e1r\u00e1sai a szolg\u00e1ltat\u00e1sok ir\u00e1nt"},"content":{"rendered":"

Egy \u00fajabb nap a service desken. Cs\u00f6r\u00f6g a telefon a nyugtalan \u00fcgyfelek h\u00edv\u00e1sait\u00f3l, az incidensek csak gy\u0171lnek, \u00e9s a postal\u00e1d\u00e1k zs\u00fafol\u00e1sig tele vannak. Azt sem tudod, hol kezdd a teend\u0151ket. Azt\u00e1n, amikor v\u00e9gre siker\u00fclt megnyugodnod, bejelentkezik egy koll\u00e9ga, aki seg\u00edts\u00e9get k\u00e9r egy jelsz\u00f3 vissza\u00e1ll\u00edt\u00e1s\u00e1hoz. Azonnal szeretn\u00e9 megkapni a seg\u00edts\u00e9get.<\/p>\n

\u00dagy t\u0171nik, manaps\u00e1g az \u00fcgyfelek elv\u00e1r\u00e1sai egyre magasabbak. Ha a csapat eg\u00e9sz nap t\u0171zolt\u00e1ssal van elfoglalva, lehetetlennek t\u0171nik megfelelni ezeknek az elv\u00e1r\u00e1soknak. A Microsoft Global State of Customer Service Report<\/a> szerint az \u00fcgyfelek 55%-a \u00e9vr\u0151l \u00e9vre magasabb szint\u0171 \u00fcgyf\u00e9lszolg\u00e1latot v\u00e1r el, a 18 \u00e9s 34 \u00e9v k\u00f6z\u00f6ttiek 70%-a pedig n\u00f6vekv\u0151 elv\u00e1r\u00e1sokr\u00f3l sz\u00e1molt be. B\u00e1r a support\u00e9rt felel\u0151s vezet\u0151k 73%-a szerint<\/a> az \u00fcgyfelek elv\u00e1r\u00e1sai egyre magasabbak, csak 42%-uk biztos abban, hogy megfelelnek ezeknek.<\/p>\n

De mi \u00e1ll az \u00fcgyfelek elv\u00e1r\u00e1sainak ilyen m\u00e9rt\u00e9k\u0171 n\u00f6veked\u00e9se m\u00f6g\u00f6tt? \u00c9s mit jelent ez neked \u00e9s a csapatodnak?<\/p>\n

Az informatika fogyaszt\u00f3i piacc\u00e1 form\u00e1l\u00f3d\u00e1sa<\/strong><\/p>\n

Az informatikai r\u00e9szlegek sz\u00e1m\u00e1ra ez el\u0151sz\u00f6r is annak felismer\u00e9s\u00e9t jelenti, hogy a szolg\u00e1ltat\u00e1saikra vonatkoz\u00f3 szabv\u00e1nyok m\u00e1r nem csak a saj\u00e1t hat\u00e1sk\u00f6r\u00fckben vannak. Ahogy a TechTarget<\/a> fogalmaz: \u201ca technol\u00f3gi\u00e1ban gazdag k\u00f6rnyezet\u00fcnkben el\u0151sz\u00f6r is fel kell ismern\u00fcnk, hogy az \u00fcgyfelek elv\u00e1r\u00e1sait a technol\u00f3gi\u00e1val kapcsolatos legjobb tapasztalataik hat\u00e1rozz\u00e1k meg \u2013 \u00e9s ezeket az elv\u00e1r\u00e1sokat nem az informatikai r\u00e9szleg hat\u00e1rozza meg\u201d.<\/p>\n

Ez fokozott nyom\u00e1st jelent \u2013 mind a frontvonalbeli service desk munkat\u00e1rsakra, mind a vezet\u0151ikre \u2013, hogy olyan gyors \u00e9s z\u00f6kken\u0151mentes szolg\u00e1ltat\u00e1sokat ny\u00fajtsanak, amelyek megfelelnek az \u00fcgyfelek \u00e1ltal m\u00e1shol szerzett tapasztalatoknak. A v\u00e9gfelhaszn\u00e1l\u00f3k ma m\u00e1r nem csak azt v\u00e1rj\u00e1k el, hogy gyorsan, az \u00e1ltaluk prefer\u00e1lt csatorn\u00e1n kereszt\u00fcl kapjanak seg\u00edts\u00e9get, hanem azt is, hogy az informatikai r\u00e9szlegek alkalmazz\u00e1k az \u00f6sszes leg\u00fajabb technol\u00f3giai trendet, a mesters\u00e9ges intelligenci\u00e1t\u00f3l kezdve az IoT-ig \u00e9s a mobilmegold\u00e1sokig.<\/p>\n

Ha a munka neh\u00e9zz\u00e9 v\u00e1lik, v\u00e1ltson okosabb megold\u00e1sra<\/strong><\/p>\n

Ahhoz, hogy l\u00e9p\u00e9st tudjatok tartani ezekkel az ig\u00e9nyekkel, az informatikai r\u00e9szlegeknek \u00faj, intelligensebb munkam\u00f3dszert kell tal\u00e1lniuk. De ha reakt\u00edvan dolgozol, az els\u0151 l\u00e9p\u00e9s megtal\u00e1l\u00e1sa kih\u00edv\u00e1st jelenthet.<\/p>\n

A mi javaslatunk? Gondolkodj nagyban, de kezdj kicsiben. Csapatod munkam\u00f3dszer\u00e9nek \u00e1talak\u00edt\u00e1sa a n\u00f6vekv\u0151 elv\u00e1r\u00e1sokhoz val\u00f3 igazod\u00e1shoz nem megy egyik napr\u00f3l a m\u00e1sikra. De vannak olyan apr\u00f3 v\u00e1ltoztat\u00e1sok<\/a>, amelyeket m\u00e1r h\u00e9tf\u0151 reggel megtehetsz, hogy hat\u00e9konyabb\u00e1 tedd a munk\u00e1dat, \u00e9s seg\u00edts maximaliz\u00e1lni az id\u0151det.<\/p>\n","protected":false},"excerpt":{"rendered":"

Egy \u00fajabb nap a service desken. Cs\u00f6r\u00f6g a telefon a nyugtalan \u00fcgyfelek h\u00edv\u00e1sait\u00f3l, az incidensek csak gy\u0171lnek, \u00e9s a postal\u00e1d\u00e1k zs\u00fafol\u00e1sig tele vannak. Azt sem tudod, hol kezdd a teend\u0151ket. Azt\u00e1n, amikor v\u00e9gre siker\u00fclt megnyugodnod, bejelentkezik egy koll\u00e9ga, aki seg\u00edts\u00e9get k\u00e9r egy jelsz\u00f3 vissza\u00e1ll\u00edt\u00e1s\u00e1hoz. Azonnal szeretn\u00e9 megkapni a seg\u00edts\u00e9get. \u00dagy t\u0171nik, manaps\u00e1g az \u00fcgyfelek elv\u00e1r\u00e1sai<\/p>\n","protected":false},"author":379,"featured_media":18214,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-18205","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nMi\u00e9rt n\u0151nek az \u00fcgyfelek elv\u00e1r\u00e1sai a szolg\u00e1ltat\u00e1sok ir\u00e1nt | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Az \u00fcgyfelek elv\u00e1r\u00e1sai egyre magasabbak. 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