{"id":1410,"date":"2014-10-22T17:31:00","date_gmt":"2014-10-22T17:31:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-10-22T17:31:00","modified_gmt":"2014-10-22T17:31:00","slug":"need-better-contact-center-performance-adapt-to-the-times","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/need-better-contact-center-performance-adapt-to-the-times\/","title":{"rendered":"Vous souhaitez am\u00e9liorer les performances de votre centre d'appels ? Adaptez-vous \u00e0 l'air du temps"},"content":{"rendered":"
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22 octobre 2014<\/p>\n

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Pour qu'un centre d'appels atteigne l'excellence, il ne suffit pas de se contenter de r\u00e9pondre aux attentes minimales. Selon une r\u00e9cente \u00e9tude, cela ne signifie pas n\u00e9cessairement qu'il faille suivre \u00e0 la lettre la philosophie traditionnelle du service client. De plus en plus de clients appartiennent \u00e0 une g\u00e9n\u00e9ration plus jeune, habitu\u00e9e \u00e0 la technologie ; les anciennes techniques ne fonctionneront plus aussi bien.<\/p>\n

L'article cit\u00e9 a r\u00e9v\u00e9l\u00e9 que les Millennials repr\u00e9sentent d\u00e9sormais une part plus importante de la client\u00e8le qu'auparavant et qu'ils seront plus nombreux que les Baby-boomers d'ici 15 ans. Comme ils sont plus enclins \u00e0 faire leurs courses dans une sup\u00e9rette plut\u00f4t que dans un supermarch\u00e9 et qu'ils pr\u00e9f\u00e8rent les cha\u00eenes de restauration rapide haut de gamme aux \u00e9tablissements traditionnels, la rapidit\u00e9 et l'efficacit\u00e9 sont plus importantes \u00e0 leurs yeux qu'un service convivial.<\/p>\n

Les mill\u00e9niaux ont davantage tendance \u00e0 consulter leurs r\u00e9seaux sociaux en ligne avant d'effectuer un achat qu'\u00e0 s'adresser \u00e0 un expert du secteur. Lorsqu'ils ont besoin d'aide, ils pr\u00e9f\u00e8rent chercher une solution en ligne avant de contacter un conseiller du service client ( \u2013 ).<\/p>\n

Une approche omnicanale du service client sera le meilleur moyen d'aider \u00e0 la fois les clients traditionnels et non traditionnels. Le client \u00ab \u00e0 l'ancienne \u00bb, qui souhaite interagir avec une personne, obtiendra ce qu'il souhaite, tandis que la g\u00e9n\u00e9ration Y b\u00e9n\u00e9ficiera de la rapidit\u00e9 qu'elle recherche.<\/p>\n

Les syst\u00e8mes omnicanaux doivent \u00e9galement garder en m\u00e9moire le contexte de chaque interaction avec le client. Si un client a consult\u00e9 un portail en libre-service, envoy\u00e9 un e-mail et \u00e9chang\u00e9 des messages instantan\u00e9s avec un charg\u00e9 de client\u00e8le, il ne souhaite pas devoir tout r\u00e9p\u00e9ter lorsqu\u2019il prend contact avec le charg\u00e9 de client\u00e8le suivant.<\/p>\n

Ce suivi doit aller au-del\u00e0 du simple suivi d'un incident : il s'agit de conserver l'historique de chaque client. Conna\u00eetre les habitudes d'un client permet de mieux r\u00e9pondre \u00e0 ses pr\u00e9f\u00e9rences sp\u00e9cifiques et de mieux g\u00e9rer les files d'attente des appels en fonction de leur urgence.<\/p>\n

En 2014, une approche unique du service client ne suffira plus ; la client\u00e8le est d\u00e9sormais plus exigeante que cela. Une strat\u00e9gie gagnante tient compte de tous les moyens de communication possibles, est rapide et efficace, \u00e9limine les d\u00e9sagr\u00e9ments et offre aux clients bien plus que de simples r\u00e9ponses : elle leur apporte . <\/p>\n<\/div>\n

<\/p>\n

<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

October 22, 2014 Achieving greatness as a call center requires going above and beyond simply meeting required expectations. According to a recent , this does not necessarily mean religiously following traditional customer service philosophy. More customers are coming from a younger generation raised on technology; the old techniques won’t work as well anymore. The article […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1410","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1410","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1410"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1410\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1410"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1410"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1410"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}