{"id":1795,"date":"2015-09-15T15:33:00","date_gmt":"2015-09-15T15:33:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-09-15T15:33:00","modified_gmt":"2015-09-15T15:33:00","slug":"contact-center-options-increase-are-you-prepared","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/contact-center-options-increase-are-you-prepared\/","title":{"rendered":"Les options des centres de contact se multiplient : \u00eates-vous pr\u00eat ?"},"content":{"rendered":"

15 septembre 2015<\/p>\n

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

Avec l'essor continu des r\u00e9seaux sociaux dans les centres d'appels, de nouveaux d\u00e9fis se pr\u00e9sentent chaque jour aux agents en premi\u00e8re ligne. Lesquels rel\u00e8vent le d\u00e9fi et lesquels sont \u00e0 la tra\u00eene ?<\/p>\n

Il faut un manager avis\u00e9 pour rep\u00e9rer et former les talents exceptionnels, et pour savoir quelles personnes ont besoin d\u2019un peu plus d\u2019aide afin qu\u2019elles ne d\u00e9missionnent pas par frustration.<\/p>\n

C'\u00e9tait en substance l'id\u00e9e qui sous-tendait un article de blog r\u00e9cent<\/a> par Annette Miesbach, responsable marketing produit chez inContact, leader des centres de contact dans le cloud.<\/p>\n

\u201c M\u00eame avec l\u2019interface la plus intuitive qui soit et les agents les plus comp\u00e9tents et les plus motiv\u00e9s qui soient, vos agents auront besoin d\u2019une formation lors du d\u00e9ploiement de nouveaux canaux \u201d, a soulign\u00e9 M. Miesbach. \u201c Tous les canaux ne se valent pas : ce n\u2019est pas parce qu\u2019un agent excelle dans la gestion des appels t\u00e9l\u00e9phoniques qu\u2019il sera forc\u00e9ment aussi performant lorsqu\u2019il s\u2019agira d\u2019envoyer un e-mail, de g\u00e9rer un chat, de r\u00e9pondre \u00e0 un SMS ou d\u2019interagir sur les r\u00e9seaux sociaux. \u201d<\/p>\n

Forte de ses nombreuses ann\u00e9es d\u2019exp\u00e9rience sur le terrain, Mme Miesbach sait de quoi elle parle et a formul\u00e9 quelques suggestions \u00e0 l\u2019intention des managers qui souhaitent tirer le meilleur parti de ces nouvelles technologies tout en aidant leurs collaborateurs \u00e0 rester motiv\u00e9s et \u00e0 rester \u00e0 la page. Ses suggestions m\u00e9ritent d\u2019\u00eatre partag\u00e9es :<\/p>\n

Sachez quelles nouvelles cha\u00eenes \u2018 ont du sens \u2019 :<\/strong> \u201c Si votre client\u00e8le est principalement compos\u00e9e de baby-boomers, sachez que 60 % d\u2019entre eux utilisent encore le t\u00e9l\u00e9phone pour communiquer avec votre centre de contact \u201d, note-t-elle. \u201c En revanche, si la majorit\u00e9 de votre client\u00e8le appartient \u00e0 la g\u00e9n\u00e9ration Y, sachez que plus d\u2019un tiers d\u2019entre eux utilisent les r\u00e9seaux sociaux. \u201d Pr\u00e9parez-vous en cons\u00e9quence.<\/p>\n

M\u00eame les agents \u2018 exp\u00e9riment\u00e9s \u2019 ont besoin de se former :<\/strong> Le fait qu\u2019ils utilisent personnellement les SMS ne signifie pas pour autant qu\u2019ils doivent parsemer abondamment leurs messages professionnels de smileys et d\u2019\u00e9motic\u00f4nes, explique M. Miesbach. \u201c Formez vos agents \u00e0 repr\u00e9senter correctement votre marque. Des mod\u00e8les de messages pour les \u00e9changes par e-mail ou par chat peuvent acc\u00e9l\u00e9rer le traitement des demandes et garantir un ton appropri\u00e9 et coh\u00e9rent. \u201d<\/p>\n

Commencez doucement :<\/strong> En commen\u00e7ant par un ou deux contacts \u00e0 la fois, par exemple, explique Miesbach, vous permettez \u00e0 l'agent de se familiariser avec le nouveau canal et l'interface. Il peut ainsi apprendre \u00e0 mener des interactions de qualit\u00e9 avant de \u2018 passer \u00e0 la vitesse sup\u00e9rieure \u2019 en g\u00e9rant davantage de contacts simultan\u00e9s.<\/p>\n

Mais pr\u00e9voyez une mont\u00e9e en puissance :<\/strong> L'exp\u00e9rience apporte la confiance. \u00c0 mesure que vos agents se familiariseront avec les nouvelles technologies, ils gagneront naturellement en ma\u00eetrise et se sentiront de plus en plus \u00e0 l'aise.<\/p>\n

Cr\u00e9er des \u2018 classes \u2019 :<\/strong> Les agents qui s'adaptent rapidement deviendront vos \u201c sp\u00e9cialistes \u201d. Ceux qui ont besoin de plus de temps deviendront des \u201c g\u00e9n\u00e9ralistes \u201d, avec la possibilit\u00e9 de gravir les \u00e9chelons \u00e0 mesure que leurs comp\u00e9tences s'am\u00e9liorent.<\/p>\n

Cette nouvelle technologie est l\u00e0 pour durer. La capacit\u00e9 de vos collaborateurs \u00e0 s'y adapter peut faire la diff\u00e9rence entre la croissance et le d\u00e9clin. Pr\u00e9parez-vous en cons\u00e9quence.<\/p>","protected":false},"excerpt":{"rendered":"

September 15, 2015 With the ongoing rise of social media in the contact center, new challenges are popping up daily for the agents on the front lines. Which ones are stepping up to the plate, and which are falling behind? It takes a savvy manager to spot and groom the superstars, and know which people […]<\/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-1795","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\/1795","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=1795"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1795\/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=1795"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1795"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1795"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}