{"id":1622,"date":"2015-03-25T11:03:00","date_gmt":"2015-03-25T11:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-03-25T11:03:00","modified_gmt":"2015-03-25T11:03:00","slug":"research-shows-rumbling-among-contact-center-callers","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/research-shows-rumbling-among-contact-center-callers\/","title":{"rendered":"Une \u00e9tude r\u00e9v\u00e8le un certain m\u00e9contentement chez les appelants des centres d'appels"},"content":{"rendered":"
\n

25 mars 2015<\/p>\n

\n

<\/p>\n<\/div>\n

C\u2019est un sentiment tenace que partagent la plupart des responsables de centres d\u2019appels, mais qu\u2019ils h\u00e9sitent \u00e0 exprimer : \u00e0 savoir que si leurs collaborateurs commettent la moindre erreur, le client partira et ne reviendra jamais. Or, les r\u00e9sultats d\u2019une nouvelle enqu\u00eate montrent que cela pourrait bien \u00eatre le cas.<\/p>\n

Une \u00e9tude men\u00e9e par inContact, l'un des principaux fournisseurs de logiciels de centre de contact dans le cloud et d'outils d'optimisation des agents de centre de contact, a r\u00e9v\u00e9l\u00e9 que 86 % des personnes interrog\u00e9es seraient tr\u00e8s susceptibles de se tourner vers une autre entreprise \u00e0 l'avenir apr\u00e8s une mauvaise exp\u00e9rience en mati\u00e8re de service client.<\/p>\n

Cette \u00e9tude a \u00e9t\u00e9 r\u00e9alis\u00e9e en ligne par Harris Poll pour le compte d\u2019inContact, du 29 janvier au 2 f\u00e9vrier, aupr\u00e8s de 2 028 adultes am\u00e9ricains \u00e2g\u00e9s de 18 ans et plus. Et les chiffres sont \u00e9loquents : interrog\u00e9s sur leurs achats en ligne ou par t\u00e9l\u00e9phone d\u2019un montant sup\u00e9rieur \u00e0 $25 au cours des six derniers mois, les consommateurs indiquent qu\u2019ils interagissent encore fr\u00e9quemment avec des repr\u00e9sentants du service client des entreprises. Selon les r\u00e9sultats, 43 % des adultes am\u00e9ricains ayant effectu\u00e9 au moins un achat en ligne d\u2019un montant sup\u00e9rieur \u00e0 $25 au cours des six derniers mois ont interagi directement avec un repr\u00e9sentant de l\u2019entreprise au moins une fois, avec une moyenne de deux interactions. Lors d\u2019achats par t\u00e9l\u00e9phone, 84 % des acheteurs ont \u00e9t\u00e9 en contact avec un repr\u00e9sentant de l\u2019entreprise en moyenne cinq fois au cours de cette p\u00e9riode.<\/p>\n

\u201c Nous avons cherch\u00e9 \u00e0 comprendre comment les consommateurs interagissent avec les entreprises lorsqu\u2019ils effectuent des achats en ligne ou par t\u00e9l\u00e9phone \u201d, a d\u00e9clar\u00e9 Paul Jarman, PDG d\u2019inContact. \u201c Les consommateurs continuent de recourir fr\u00e9quemment aux canaux assist\u00e9s par des conseillers, en plus d\u2019utiliser les options en libre-service, \u00e0 diff\u00e9rentes \u00e9tapes du cycle d\u2019achat, ce qui fait du centre de contact un maillon essentiel de l\u2019exp\u00e9rience client au moment o\u00f9 cela compte le plus : au moment de l\u2019achat. \u201d<\/p>\n

L'\u00e9tude a \u00e9galement r\u00e9v\u00e9l\u00e9 que les consommateurs d'aujourd'hui s'attendent \u00e0 ce qu'un certain nombre de canaux leur soient facilement accessibles. Par ordre d'importance pour eux, suivi des pourcentages de personnes en accord, les canaux pris en charge par des agents comprennent : l'e-mail (93 %) ; les num\u00e9ros 1-800 permettant de joindre des conseillers en direct (81 %) ; le chat en ligne (67 %) ; les applications pour appareils mobiles (50 %) ; les SMS (46 %) ; les r\u00e9seaux sociaux (39 %) ; et le chat vid\u00e9o en ligne (32 %).<\/p>\n

\u201c Les consommateurs s\u2019attendent \u00e0 un parcours client personnalis\u00e9 et omnicanal, garantissant la continuit\u00e9 du service fourni par les conseillers et le choix des canaux pour les communications de suivi \u201d, a d\u00e9clar\u00e9 inContact dans un communiqu\u00e9 concernant ces r\u00e9sultats. \u201c L\u2019un des principaux objectifs de cette \u00e9tude \u00e9tait d\u2019\u00e9valuer le d\u00e9sir des consommateurs de b\u00e9n\u00e9ficier d\u2019exp\u00e9riences personnalis\u00e9es et omnicanales lorsqu\u2019ils interagissent avec des conseillers. \u201d<\/p>\n

On dirait qu'ils ont atteint leur objectif. C'est d\u00e9sormais aux responsables des centres d'appels de tenir compte de ces signaux d'alerte \u00e9vidents.<\/p>\n<\/div>\n

<\/p>\n

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

March 25, 2015 It’s a nagging feeling most contact center managers have, but are hesitant to voice: That is, if their people screw up even once, the customer will leave and never come back. Now new survey results show that might in fact be the case. The research from inContact, a leading provider of cloud contact […]<\/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-1622","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\/1622","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=1622"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1622\/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=1622"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1622"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1622"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}