{"id":1759,"date":"2015-07-31T08:01:00","date_gmt":"2015-07-31T08:01:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-07-31T08:01:00","modified_gmt":"2015-07-31T08:01:00","slug":"breaking-down-the-call-center-to-the-sum-of-its-parts","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/breaking-down-the-call-center-to-the-sum-of-its-parts\/","title":{"rendered":"D\u00e9composer le centre d'appels en ses diff\u00e9rents \u00e9l\u00e9ments constitutifs"},"content":{"rendered":"

31 juillet 2015<\/p>\n

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Un article de blog r\u00e9cent et remarquable met en avant les diff\u00e9rents outils \u00e0 la disposition des entreprises performantes du secteur des services de centres d\u2019appels. Qu\u2019elles choisissent de g\u00e9rer l\u2019assistance t\u00e9l\u00e9phonique et vid\u00e9o entrante ou simplement de mener \u00e0 bien des campagnes de marketing sortantes, chaque entreprise souhaitant optimiser ses op\u00e9rations y trouvera son compte.<\/p>\n

Le article de blog<\/a> Ces informations sont fournies par inContact, un \u00e9diteur de logiciels de centre de contact dans le cloud dont le si\u00e8ge social est situ\u00e9 \u00e0 Salt Lake City. R\u00e9dig\u00e9 par Gerald Sinclair, responsable de la division WFO chez Uptivity, une<\/p>\n

L'article mentionne que, chez inContact, les r\u00e9partiteurs d'appels automatis\u00e9s (ACD) et les num\u00e9roteurs, les logiciels de gestion de la relation client (CRM) et les outils d'optimisation des effectifs (WFO) constituent les trois grandes cat\u00e9gories de produits disponibles.<\/p>\n

Tout commence par les num\u00e9roteurs. Il s'agit du lien le plus direct entre les agents des centres d'appels et les clients, hormis le processus proprement dit de communication orale (voix et vid\u00e9o) ou \u00e9crite (messagerie instantan\u00e9e, SMS et r\u00e9seaux sociaux). Les num\u00e9roteurs peuvent s\u2019av\u00e9rer utiles tant pour les grandes que pour les petites entreprises, et ils peuvent faciliter l\u2019automatisation des appels commerciaux et des campagnes marketing destin\u00e9es \u00e0 de vastes listes de destinataires. InContact souligne \u00e0 juste titre que \u201c toutes les solutions suppl\u00e9mentaires doivent venir compl\u00e9ter l\u2019utilisation de l\u2019ACD \u201d.\u201d<\/p>\n

Cela nous am\u00e8ne au CRM. Si les syst\u00e8mes d\u2019appel automatis\u00e9s constituent la colonne vert\u00e9brale de l\u2019entreprise, les logiciels CRM sont les veines qui irriguent cette colonne vert\u00e9brale. Ce type de produit, h\u00e9berg\u00e9 ou sur site, permet de suivre le parcours client sur l\u2019ensemble des canaux propos\u00e9s par l\u2019entreprise. Selon InContact, une plateforme CRM adapt\u00e9e peut am\u00e9liorer la mani\u00e8re dont les agents traitent les clients, car elle leur permet d\u2019acc\u00e9der \u00e0 bien plus que de simples informations de base sur ces derniers. Les meilleurs logiciels peuvent afficher l\u2019int\u00e9gralit\u00e9 du parcours client, qu\u2019il s\u2019agisse d\u2019appels vocaux, de vid\u00e9os ou de messages texte, et enregistrent les dates de chaque interaction entre les clients et leurs marques.<\/p>\n

Enfin, il y a le WFO, ou optimisation des effectifs. Les utilisateurs peuvent subdiviser cette cat\u00e9gorie en plusieurs volets : les logiciels de gestion des effectifs, qui permettent de pr\u00e9voir le volume d\u2019appels et de le mettre en corr\u00e9lation avec des indicateurs cl\u00e9s de performance ; les logiciels d\u2019enregistrement des appels et d\u2019enregistrement d\u2019\u00e9cran, qui permettent de r\u00e9\u00e9couter les appels ult\u00e9rieurement ; et les logiciels de gestion de la qualit\u00e9, qui contr\u00f4lent le respect par les agents des directives et protocoles de l\u2019entreprise. Les responsables peuvent utiliser \u00e0 la fois les logiciels d'enregistrement des appels et ceux de gestion de la qualit\u00e9 pour s'assurer que leurs entreprises fonctionnent conform\u00e9ment aux objectifs pr\u00e9d\u00e9finis.<\/p>\n

Au final, ces produits peuvent constituer un trio gagnant en mati\u00e8re d\u2019efficacit\u00e9 et de productivit\u00e9 au sein d\u2019un centre d\u2019appels. Les responsables qui savent les utiliser \u00e0 bon escient peuvent am\u00e9liorer les r\u00e9sultats financiers de leur entreprise et garantir une meilleure gestion des plannings de leurs collaborateurs. InContact fournit quelques d\u00e9tails suppl\u00e9mentaires sur certaines \u2019 mentions honorables \u201c \u2014 les fonctionnalit\u00e9s secondaires de certains outils WFO \u2014 et m\u00e9rite d'\u00eatre lu en compl\u00e9ment de l'analyse pr\u00e9sent\u00e9e dans ce blog. Vous pouvez le lire dans son int\u00e9gralit\u00e9 ICI<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"

July 31, 2015 A recent notable blog post highlights the various tools available for successful companies in the contact center services industry. Whether they choose to handle inbound phone and video support or just complete outbound marketing agendas, there is something for every business that wants to optimize their operations. The blog post comes courtesy […]<\/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-1759","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\/1759","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=1759"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1759\/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=1759"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1759"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1759"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}