{"id":1628,"date":"2015-04-01T14:02:00","date_gmt":"2015-04-01T14:02:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-04-01T14:02:00","modified_gmt":"2015-04-01T14:02:00","slug":"sea-change-coming-to-how-contact-centers-operate","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/sea-change-coming-to-how-contact-centers-operate\/","title":{"rendered":"Un changement radical dans le fonctionnement des centres d'appels"},"content":{"rendered":"
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1er avril 2015<\/p>\n

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Ceux qui \u00e9voluent dans le secteur des technologies depuis assez longtemps se souviennent certainement de l'\u00e9poque o\u00f9 il fallait un certain temps pour se connecter \u00e0 ce qu'on voulait ou \u00e0 la personne qu'on cherchait \u00e0 joindre. C'\u00e9tait comme \u00e7a, tout simplement.<\/p>\n

Mais de nos jours, plus personne n'a envie d'attendre quoi que ce soit. Si les clients ne parviennent pas \u00e0 \u00e9tablir un contact imm\u00e9diat avec vous ou votre entreprise, ils n'h\u00e9siteront pas un instant \u00e0 vous tourner le dos.<\/p>\n

Dans un article publi\u00e9 sur la page d'accueil d'inContact \u2013 l'un des leaders des solutions de centres de contact bas\u00e9es sur le cloud \u2013, Joshua March, fondateur de Conversocial, examine l'impact du \u201c social \u201d sur les centres de contact d'aujourd'hui, et explique comment les dirigeants doivent s'adapter s'ils veulent assurer leur p\u00e9rennit\u00e9.<\/p>\n

\u201c M\u00eame 30 secondes, c\u2019est trop long \u00e0 attendre pour le client d\u2019aujourd\u2019hui, toujours connect\u00e9 et r\u00e9actif, ce qui laisse pr\u00e9sager des difficult\u00e9s pour l\u2019avenir du service client via les canaux traditionnels comme l\u2019e-mail et le t\u00e9l\u00e9phone \u201d, \u00e9crit March. \u201c Le monde est en pleine mutation dans le domaine de l\u2019informatique grand public ; la transition des ordinateurs de bureau vers les smartphones et les tablettes n\u00e9cessite une approche du service client enti\u00e8rement nouvelle, ax\u00e9e sur le mobile. \u201d<\/p>\n

\u00c0 ce titre, March s'int\u00e9resse \u00e0 trois \u00e9volutions majeures dans la mani\u00e8re dont les gens communiquent d\u00e9sormais entre eux (et avec les entreprises), qui sortent toutes du cadre du mod\u00e8le traditionnel des centres d'appels.<\/p>\n

Le centre de contact social :<\/strong> \u201c Pour les grandes entreprises, les r\u00e9seaux sociaux ont pris de l\u2019importance et repr\u00e9sentent d\u00e9sormais jusqu\u2019\u00e0 10 % de l\u2019ensemble des contacts clients entrants ; ils connaissent une croissance plus rapide que tout autre canal de service \u201d, explique March. \u201c Cet outil puissant permet de s\u2019assurer que la voix des clients est entendue, tant par les entreprises que par leurs pairs. Les r\u00e9seaux sociaux offrent un support pratique, ax\u00e9 sur le mobile et fonctionnant en temps r\u00e9el. \u201d<\/p>\n

R\u00e9solution entre pairs :<\/strong> \u201c \u00c0 mesure que les clients font de moins en moins confiance aux marques, ils se tournent de plus en plus vers leurs pairs. Les clients ont trouv\u00e9 leur voix sur les r\u00e9seaux sociaux, et cette voix devient d\u00e9sormais de plus en plus forte et influente \u201d, note March. \u201c Les clients se d\u00e9tournent des marques pour se tourner les uns vers les autres, et attendent un engagement plus rapide et plus authentique que jamais. \u201d<\/p>\n

Applications de messagerie mobile :<\/strong> \u201c Ces applications de messagerie constituent la nouvelle force majeure dans le domaine de la communication, et leur essor ne fait que s\u2019acc\u00e9l\u00e9rer \u201d, affirme-t-il. \u201c Le volume quotidien de messages sur WhatsApp (propri\u00e9t\u00e9 de Facebook ( \u2013 )) d\u00e9passe d\u00e9sormais de 50 % le volume mondial de SMS. \u201d<\/p>\n

Il semble que l'avenir des communications soit tout trac\u00e9. Comme le dit March : \u201c \u00c9tant donn\u00e9 que 64 % des consommateurs pr\u00e9f\u00e8rent les SMS \u00e0 la voix comme canal de service client lorsqu'ils ont le choix, les entreprises centr\u00e9es sur le client doivent disposer de v\u00e9ritables agents habilit\u00e9s \u00e0 faire preuve de flexibilit\u00e9, d'authenticit\u00e9 et capables de r\u00e9soudre des probl\u00e8mes concrets au sein m\u00eame du canal. \u201d On ne peut pas \u00eatre plus clair.<\/p>\n<\/div>\n

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April 01, 2015 Those who’ve been in the technology field long enough can remember when it took some time to connect with whatever or whomever you were trying to reach. It was just the way it was. But these days, no one is interested in waiting for anything. If customers can’t get an instant connection […]<\/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-1628","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\/1628","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=1628"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1628\/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=1628"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1628"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1628"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}