{"id":103663,"date":"2018-11-01T09:29:10","date_gmt":"2018-11-01T16:29:10","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=103663"},"modified":"2018-11-01T09:29:10","modified_gmt":"2018-11-01T16:29:10","slug":"forecasting-and-decisions","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/pt-br\/capabilities\/forecasting-and-decisions","title":{"rendered":"Previs\u00e3o e decis\u00f5es"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1524761732870{background-image: url(https:\/\/www.genesys.com\/media\/CAPABILITIES-BANNER.jpg?id=11074) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h1>Decis\u014des para o seu contact center<\/h1>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"gicon-container\" style=\"max-width:80%;margin:0 auto;text-align:center;align-items:center;\"><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;cta-bar&#8221; css=&#8221;.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>Previs\u00e3o e planejamento mais precisos para o contact center em apenas alguns minutos<\/h2>\n<p>O sucesso do seu contact center depende da precis\u00e3o no planejamento operacional, no agendamento e na previs\u00e3o. Juntamente com a determina\u00e7\u00e3o de volumes de chamadas padr\u00e3o, um plano efetivo de contact center deve incluir tempos de atendimento, licen\u00e7a por doen\u00e7a, atrito com agentes, taxas de contato outbound e muito mais. No entanto, se o planejamento for apenas a elabora\u00e7\u00e3o de um or\u00e7amento de vez em quando, \u00e9 poss\u00edvel que voc\u00ea n\u00e3o consiga detectar as mudan\u00e7as internas ou externas que evoluem rapidamente e geram um impacto significativo nas opera\u00e7\u00f5es.<\/p>\n<p>Transforme o planejamento do contact center com o Decisions, um sistema de an\u00e1lise de cen\u00e1rios hipot\u00e9ticos e planejamento or\u00e7ament\u00e1rio e de pessoal para contact centers que n\u00e3o depende de nenhum fornecedor. Em sua ess\u00eancia, o Decisions \u00e9 uma s\u00e9rie de algoritmos que desenvolvem planos operacionais eficientes e previs\u00f5es precisas em uma fra\u00e7\u00e3o do tempo do planejamento tradicional do contact center. Ideal para executivos e planejadores da for\u00e7a de trabalho, o Decisions responde a quest\u00f5es importantes sobre opera\u00e7\u00f5es, servi\u00e7os, experi\u00eancia do cliente e recursos.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_hidden-xs&#8221;][vc_single_image image=&#8221;10841&#8243; img_size=&#8221;full&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;cta-bar&#8221; css=&#8221;.vc_custom_1524255478666{background-image: url(https:\/\/www.genesys.com\/media\/home_cta-gradient.jpg?id=2766) !important;}&#8221;][vc_row][vc_column]<div class=\"db_cta_dynamic align-center style-dark\" data-offset=\"0\" data-section-bg=\"\" data-limit=\"1\" 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planejamento estrat\u00e9gico deve ser mais do que um exerc\u00edcio anual<\/h3><div class=\"genesys-button medium align-center genesys-white \"><a href=\"https:\/\/www.genesys.com\/pt-br?post_type=resources&p=101262\" target=\"\" rel=\"\">Leia o whitepaper<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"gicon-container\" style=\"margin:0 auto 2em;\"><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h3>Elimine as suposi\u00e7\u00f5es sobre a previs\u00e3o<\/h3>\n<p>O Decisions pode calcular de modo r\u00e1pido e preciso os resultados dos neg\u00f3cios para facilitar a previs\u00e3o. Ele prev\u00ea o desempenho futuro e revela o impacto operacional de v\u00e1rios cen\u00e1rios e suposi\u00e7\u00f5es. Tome decis\u00f5es mais informadas e obtenha \u00f3timos resultados com um processo de planejamento estrat\u00e9gico simplificado.<\/p>\n<p>Projetado especificamente para contact centers, o Decisions ajuda voc\u00ea a melhorar o planejamento e os or\u00e7amentos. Ao prever com precis\u00e3o o desempenho operacional de longo prazo, considerando o verdadeiro impacto dos volumes de contato, atrito, n\u00edveis de servi\u00e7o e outros fatores-chave, voc\u00ea pode desenvolver planos de pessoal e de servi\u00e7os eficazes e eficientes. E, com a capacidade de acompanhar continuamente as varia\u00e7\u00f5es do plano, voc\u00ea pode responder mais rapidamente para mudar e gerar uma melhor experi\u00eancia do cliente.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h3>Identifique as \u00e1reas que devem ser melhoradas<\/h3>\n<p>Obtenha respostas precisas para quest\u00f5es operacionais sem ter que usar planilhas. O Decisions \u00e9 uma solu\u00e7\u00e3o de planejamento estrat\u00e9gico que oferece precis\u00e3o, velocidade e agilidade. Determine exatamente quantos agentes voc\u00ea precisa semana ap\u00f3s semana e preveja n\u00edveis de servi\u00e7o, abandonos, custos, receitas, pontua\u00e7\u00f5es de experi\u00eancia do cliente e lucros.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"gicon-container\" style=\"margin:0 auto 2em;\"><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"gicon-container\" style=\"margin:0 auto 2em;\"><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h3>Otimize a equipe para melhorar a experi\u00eancia do cliente<\/h3>\n<p>Com base em fun\u00e7\u00f5es avan\u00e7adas de an\u00e1lise e simula\u00e7\u00e3o, o Decisions otimiza os recursos e o desempenho do contact center. Certifique-se de que conta com o n\u00famero certo de agentes no local certo e no momento certo para prestar os servi\u00e7os que seus clientes esperam. Obtenha uma vantagem competitiva com a capacidade de analisar semanalmente a quantidade de colaboradores que necessita. E desenvolva contrata\u00e7\u00f5es just-in-time altamente eficientes, aloca\u00e7\u00e3o de horas extras, distribui\u00e7\u00e3o de f\u00e9rias e planos de treinamento.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column elemental_order=&#8221;order-2&#8243; width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h3>Prepare os or\u00e7amentos sem se estressar<\/h3>\n<p>Preparar seu or\u00e7amento anual \u00e9 fundamental. O Decisions fornece dados espec\u00edficos, organizados e facilmente dispon\u00edveis para que voc\u00ea possa responder rapidamente a quest\u00f5es hipot\u00e9ticas e planejar seu or\u00e7amento de forma adequada.<\/p>\n<ul>\n<li>Desenvolva com exatid\u00e3o o planejamento das equipes por tipo de canal \u0096 chamadas, e-mails, chats \u0096 ou grupo de trabalho para otimizar sua efici\u00eancia utilizando modelos de simula\u00e7\u00e3o com uma precis\u00e3o de quase 100%.<\/li>\n<li>Avalie a rela\u00e7\u00e3o entre custo e desempenho com an\u00e1lises hipot\u00e9ticas sofisticadas para determinar os resultados e os riscos associados ao volume de colaboradores e intera\u00e7\u00f5es ou \u00e0 previs\u00e3o.<\/li>\n<li>Obtenha o melhor equil\u00edbrio entre contrata\u00e7\u00f5es, horas extras e redu\u00e7\u00e3o de contrata\u00e7\u00f5es usando uma an\u00e1lise prescritiva com t\u00e9cnicas de programa\u00e7\u00e3o que ajudam a elaborar planos de contrata\u00e7\u00e3o oportunos.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"gicon-container\" style=\"margin:0 auto 2em;\"><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;cta-bar&#8221; css=&#8221;.vc_custom_1524255602898{background-image: url(https:\/\/www.genesys.com\/media\/home_cta-gradient.jpg?id=2766) !important;}&#8221;][vc_row][vc_column]<div class=\"db_cta_dynamic align-center style-dark\" data-offset=\"0\" data-section-bg=\"\" data-limit=\"1\" 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facilitar a tomada r\u00e1pida de decis\u00f5es operacionais, toda a equipe de lideran\u00e7a do contact center deve estar na mesa de planejamento e envolvida no processo.<\/h3><div class=\"genesys-button medium align-center genesys-white \"><a href=\"https:\/\/www.genesys.com\/pt-br?post_type=resources&p=101262\" target=\"\" rel=\"\">Leia o whitepaper<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1524761732870{background-image: url(https:\/\/www.genesys.com\/media\/CAPABILITIES-BANNER.jpg?id=11074) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Decis\u014des para o seu contact center [\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;cta-bar&#8221; css=&#8221;.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text] Previs\u00e3o e planejamento mais precisos para o contact center em apenas alguns minutos O sucesso do seu contact center depende da [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":8988,"template":"","tax_cap_lobby":[],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-103663","capabilities","type-capabilities","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/capabilities\/103663","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/capabilities"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/capabilities"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/capabilities\/103663\/revisions"}],"predecessor-version":[{"id":110334,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/capabilities\/103663\/revisions\/110334"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media\/8988"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=103663"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_cap_lobby?post=103663"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_priority?post=103663"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme?post=103663"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_bundle?post=103663"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme2?post=103663"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_capability_sitewide?post=103663"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_products_programs?post=103663"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buying_job?post=103663"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buyer_persona?post=103663"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_sector?post=103663"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_segment?post=103663"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}