{"id":1777,"date":"2015-08-27T07:07:00","date_gmt":"2015-08-27T07:07:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-08-27T07:07:00","modified_gmt":"2015-08-27T07:07:00","slug":"no-matter-the-client-dissecting-customer-calls-pays-off","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/no-matter-the-client-dissecting-customer-calls-pays-off\/","title":{"rendered":"Quel que soit le client, l'analyse approfondie des appels clients s'av\u00e8re payante"},"content":{"rendered":"

27 ao\u00fbt 2015<\/p>\n

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

Nous avons tous d\u00e9j\u00e0 entendu parler de ce terme, mais \u00e0 moins d'\u00eatre directement impliqu\u00e9 dans sa mise en \u0153uvre, que savez-vous vraiment de l'analyse de la parole ?<\/p>\n

C'est un sujet que Gerald Sinclair, responsable du p\u00f4le WFO chez Uptivity, une soci\u00e9t\u00e9 du groupe inContact, a abord\u00e9 dans un dernier article de blog<\/a>, et il a soulev\u00e9 quelques points importants qui m\u00e9ritent d'\u00eatre partag\u00e9s.<\/p>\n

\u201c L\u2019analyse de la parole fait partie de ces solutions qui semblent formidables et que l\u2019on a h\u00e2te d\u2019essayer, mais qui finissent par \u00eatre rel\u00e9gu\u00e9es \u2018au fond du placard\u2019 parce qu\u2019elles perdent de leur attrait \u201d, a d\u00e9clar\u00e9 Sinclair. \u201c Cela s\u2019explique principalement par le fait que nous avons oubli\u00e9 comment\u2026 l\u2019utiliser. \u201d<\/p>\n

\u00ab L'analyse vocale est un outil qui permet, \u00e0 moindre co\u00fbt, de faire \u00e9voluer votre entreprise et d'am\u00e9liorer le parcours client en analysant vos interactions, en identifiant les tendances et en aidant votre entreprise \u00e0 prendre des d\u00e9cisions fond\u00e9es sur des donn\u00e9es qui n'\u00e9taient auparavant pas disponibles \u00bb, a-t-il ajout\u00e9.<\/p>\n

\u00c0 cette fin, Sinclair a \u00e9num\u00e9r\u00e9 certaines \u00e9tapes n\u00e9cessaires \u00e0 la mise en place d'un programme d'analyse vocale au sein de votre entreprise :<\/p>\n

Constituez votre \u00e9quipe de r\u00eave :<\/strong> \u201c L'analyse de la parole est une solution qui n\u00e9cessite la contribution, la participation et le suivi d'une \u00e9quipe pluridisciplinaire afin d'obtenir des r\u00e9sultats optimaux et de garantir la pertinence de la solution \u201d, a-t-il d\u00e9clar\u00e9. \u201c Cette \u00e9quipe pluridisciplinaire devrait \u00eatre compos\u00e9e de membres du service des op\u00e9rations et, dans l'id\u00e9al, compter \u00e9galement des repr\u00e9sentants de la direction. \u201d<\/p>\n

Diffuser un discours qui fait le buzz au sein de votre organisation :<\/strong> Il conseille de faire conna\u00eetre son existence et ses fonctionnalit\u00e9s \u00e0 l'ensemble de votre organisation. \u201c Diffuser largement les r\u00e9sultats de l'analyse vocale au sein de votre entreprise est un excellent moyen d'accro\u00eetre la notori\u00e9t\u00e9 du produit. \u201d<\/p>\n

Tirez-en le meilleur parti :<\/strong> La rentabilit\u00e9 de l'analyse vocale d\u00e9pend de la mani\u00e8re dont vous utilisez le produit. \u201c Demandez \u00e0 votre \u00e9quipe de choc de repr\u00e9senter l'entreprise ; r\u00e9fl\u00e9chissez ensemble aux d\u00e9fis rencontr\u00e9s par les diff\u00e9rents services et notez-les sur un tableau blanc \u201d, sugg\u00e8re Sinclair.<\/p>\n

Fusil ou fusil de chasse ?<\/strong> \u201c De nombreuses organisations adoptent une approche \u2018 \u00e0 l\u2019aveuglette \u2019 et tentent de relever tous les d\u00e9fis en m\u00eame temps \u201d, note-t-il. \u201c Ce n\u2019est pas l\u2019id\u00e9al pour l\u2019analyse vocale, car il s\u2019agit davantage d\u2019un art que d\u2019une science, et il faut du temps pour optimiser et analyser les rapports afin de s\u2019assurer que l\u2019on obtient des donn\u00e9es pertinentes. Nous vous recommandons de commencer par une approche plus cibl\u00e9e, en vous concentrant d\u2019abord sur un ou deux domaines. \u201d<\/p>\n

\u201c Avec un peu d\u2019entra\u00eenement et en appliquant ces pratiques avec r\u00e9gularit\u00e9, vous serez \u00e0 la pointe de l\u2019analyse de la parole et deviendrez un exemple de r\u00e9ussite dans ce domaine \u201d, conclut Sinclair. \u00ab Lancez la tendance que les autres suivront en achetant ou en ressortant leurs propres solutions du placard. \u00bb<\/p>\n

Pour lire l'int\u00e9gralit\u00e9 de son article de blog et d\u00e9couvrir d'autres suggestions, cliquez sur ICI<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"

August 27, 2015 We’ve all heard the term, but unless you’re actually involved in implementing it, how much do you really know about speech analytics? It’s a topic that Gerald Sinclair, WFO practice manager at Uptivity, an inContact Company, addressed in a recent blog post, and he made some salient points worth sharing. “Speech Analytics […]<\/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-1777","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\/1777","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=1777"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1777\/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=1777"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1777"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1777"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}