{"id":1639,"date":"2015-04-08T14:03:00","date_gmt":"2015-04-08T14:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-04-08T14:03:00","modified_gmt":"2015-04-08T14:03:00","slug":"findings-show-some-surprises-in-call-center-expectations","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/findings-show-some-surprises-in-call-center-expectations\/","title":{"rendered":"Les r\u00e9sultats r\u00e9v\u00e8lent quelques surprises concernant les attentes vis-\u00e0-vis des centres d'appels"},"content":{"rendered":"
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8 avril 2015<\/p>\n

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

InContact, leader des centres d'appels dans le cloud, a publi\u00e9 les r\u00e9sultats de sa nouvelle \u00e9tude d\u00e9taillant l'exp\u00e9rience des clients lorsqu'ils interagissent avec un centre de contact, et ces conclusions sont tr\u00e8s r\u00e9v\u00e9latrices.<\/p>\n

R\u00e9alis\u00e9e en collaboration avec Harris Poll, un institut de sondage de premier plan, cette \u00e9tude avait pour objectif de \u201c recueillir directement aupr\u00e8s des consommateurs des informations sur leurs achats en ligne et par t\u00e9l\u00e9phone, ainsi que sur leur exp\u00e9rience en mati\u00e8re de services, pendant les mois les plus charg\u00e9s de l'ann\u00e9e sur le plan commercial \u201d, qui s'\u00e9tendent g\u00e9n\u00e9ralement d'ao\u00fbt \u00e0 janvier.<\/p>\n

Ce rapport de 48 pages, disponible aupr\u00e8s d'inContact, pr\u00e9sente plusieurs points forts int\u00e9ressants, notamment :<\/p>\n

Les consommateurs seront pr\u00eats \u00e0 payer plus cher pour b\u00e9n\u00e9ficier d'un service r\u00e9put\u00e9 de qualit\u00e9<\/strong>, mais ils n'h\u00e9siteront pas \u00e0 changer de marque apr\u00e8s une mauvaise exp\u00e9rience en mati\u00e8re de service client. \u201c Une grande majorit\u00e9 (86 %) indique que si elle vivait une mauvaise exp\u00e9rience de service client, elle serait tr\u00e8s susceptible de se tourner vers une autre entreprise \u00e0 l\u2019avenir \u201d, note le rapport, ajoutant que \u201c 60 % affirment que s\u2019ils lisaient un avis n\u00e9gatif sur le service client (dans un commentaire ou sur un r\u00e9seau social), ils ne feraient pas affaire avec cette entreprise \u201d. Ces r\u00e9sultats soulignent la n\u00e9cessit\u00e9 pour les agents des centres d\u2019appels de toujours donner le meilleur d\u2019eux-m\u00eames.<\/p>\n

Plus de sept personnes sur dix (72 %) ont \u00e9chang\u00e9 avec un repr\u00e9sentant de l'entreprise<\/strong> concernant leur achat en ligne ou leur achat de t\u00e9l\u00e9phone le plus cher, d'un montant total de $25 ou plus, avant de passer commande, lors du paiement ou avant la r\u00e9ception, tandis que 29 % ont \u00e9chang\u00e9 avec un repr\u00e9sentant de l'entreprise apr\u00e8s avoir re\u00e7u leur commande. Une fois encore, cela souligne l'importance de disposer d'un personnel comp\u00e9tent et r\u00e9actif.<\/p>\n

Les Am\u00e9ricains ont des attentes \u00e9lev\u00e9es envers les entreprises.<\/strong> Environ 86 % s'attendent \u00e0 ce que les entreprises leur laissent le choix du mode de communication pour le suivi ou les communications proactives (e-mail, SMS, courrier postal), et deux tiers (65 %) s'attendent \u00e0 ce que les entreprises connaissent leur historique d'achats, quel que soit le mode de communication utilis\u00e9 (par exemple, t\u00e9l\u00e9phone, chat, e-mail).<\/p>\n

\u00c9tonnamment, les deux tiers des personnes interrog\u00e9es (67 %) ont indiqu\u00e9 qu'elles s'attendraient \u00e0 pouvoir appeler le m\u00eame repr\u00e9sentant de l'entreprise avec lequel elles avaient d\u00e9j\u00e0 travaill\u00e9 pour une commande ou un probl\u00e8me de service. Cela dit, 64 % s'attendraient \u00e9galement \u00e0 pouvoir continuer \u00e0 s'entretenir par t\u00e9l\u00e9phone avec le m\u00eame repr\u00e9sentant de l'entreprise que celui avec lequel elles discutaient via le chat en ligne.<\/p>\n

Cette enqu\u00eate a \u00e9t\u00e9 r\u00e9alis\u00e9e en ligne aux \u00c9tats-Unis entre le 29 janvier et le 2 f\u00e9vrier aupr\u00e8s de 2 028 adultes (\u00e2g\u00e9s de 18 ans et plus) par Harris Poll pour le compte d'inContact. Le rapport complet peut \u00eatre t\u00e9l\u00e9charg\u00e9 gratuitement. .<\/p>\n<\/div>\n

<\/p>\n

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

April 08, 2015 Cloud call center leader inContact has released the results of its new research detailing what customers experience when interact with a contact center, and the findings are quite revealing. Produced in conjunction with leading research firm Harris Poll, the study was undertaken to “gather insights directly from consumers about their online and […]<\/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-1639","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\/1639","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=1639"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1639\/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=1639"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1639"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1639"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}