{"id":1836,"date":"2015-11-03T16:33:00","date_gmt":"2015-11-03T17:33:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-11-03T16:33:00","modified_gmt":"2015-11-03T17:33:00","slug":"outsourced-centers-thrive-with-the-proper-tools","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourced-centers-thrive-with-the-proper-tools\/","title":{"rendered":"Les centres externalis\u00e9s prosp\u00e8rent gr\u00e2ce \u00e0 des outils adapt\u00e9s"},"content":{"rendered":"

3 novembre 2015<\/p>\n

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Dans ce monde de plus en plus complexe, les entreprises du monde entier cherchent \u00e0 obtenir le moindre avantage possible sur leurs concurrents. Qu'il s'agisse d'un personnel plus comp\u00e9tent, d'offres plus attractives ou simplement d'un meilleur produit, cette qu\u00eate ne cesse de se poursuivre.<\/p>\n

Mais ce que la plupart des gens ne semblent pas comprendre, c\u2019est qu\u2019ils disposent peut-\u00eatre d\u00e9j\u00e0 d\u2019une r\u00e9ponse en interne, sans toutefois l\u2019exploiter. Cette r\u00e9ponse, ce sont les \u2018 donn\u00e9es \u2019.\u2019<\/p>\n

Dans un r\u00e9cent article de blog, Gerald Sinclair, chef de produit chez Uptivity (une soci\u00e9t\u00e9 du groupe inContact), s'est pench\u00e9 sur l'utilisation des donn\u00e9es et l'importance croissante qu'elles rev\u00eatent dans le monde des affaires d'aujourd'hui.<\/p>\n

\u201c Si vous avez \u2018 aim\u00e9 \u2019 une page sur Facebook (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) ces derniers temps, vous avez sans doute remarqu\u00e9 que d\u2019autres pages \u2013 similaires \u00e0 celle que vous avez r\u00e9cemment aim\u00e9e \u2013 s\u2019affichent sur votre mur comme \u00e9tant recommand\u00e9es sp\u00e9cialement pour vous \u201d, a fait remarquer Sinclair. \u201c Si vous achetez quelque chose sur Amazon, la prochaine fois que vous reviendrez sur le site, vous recevrez des recommandations de produits bas\u00e9es sur votre achat pr\u00e9c\u00e9dent. Ce sont l\u00e0 deux exemples illustrant comment l\u2019analyse de donn\u00e9es stimule l\u2019activit\u00e9 commerciale. \u201d<\/p>\n

Sinclair a pr\u00e9sent\u00e9 cinq types d'analyses susceptibles d'aider un centre d'appels \u00e0 gagner en efficacit\u00e9, et ceux-ci m\u00e9ritent d'\u00eatre soulign\u00e9s :<\/p>\n

Analyse de la parole :<\/strong> \u201c L'analyse vocale examine les interactions vocales \u00e0 la recherche de mots-cl\u00e9s et d'expressions, et peut \u00eatre utilis\u00e9e pour identifier la perte de client\u00e8le, les escalades, les inefficacit\u00e9s proc\u00e9durales et la satisfaction client \u201d, a soulign\u00e9 M. Sinclair, ajoutant qu'elle est g\u00e9n\u00e9ralement utilis\u00e9e dans le cadre d'un programme de gestion de la qualit\u00e9.<\/p>\n

Analyses des postes de travail :<\/strong> Cette application, qui surveille l'int\u00e9gralit\u00e9 des performances du syst\u00e8me et des activit\u00e9s des agents sur leur poste de travail, va au-del\u00e0 de la simple capture d'\u00e9cran en offrant potentiellement des conseils en temps r\u00e9el aux agents. \u201c Desktop Analytics est souvent int\u00e9gr\u00e9 \u00e0 une solution CRM et utilis\u00e9 en conjonction avec Speech Analytics pour offrir une vue d'ensemble des performances des agents et des processus organisationnels \u201d, explique-t-il.<\/p>\n

Cross-channel, multicanal, omnicanal et analyse de texte :<\/strong> Ces solutions permettent d'identifier les canaux utilis\u00e9s par chaque client, afin que les entreprises puissent interagir avec eux via leur canal pr\u00e9f\u00e9r\u00e9.<\/p>\n

Analyses en libre-service :<\/strong> \u201c L'analyse en libre-service pr\u00e9sente de plus en plus d'avantages, car les clients se plaignent souvent d'un outil en libre-service ou choisissent de ne pas l'utiliser \u201d, a d\u00e9clar\u00e9 Sinclair. \u201c Ce type de solution permet aux entreprises d'identifier les domaines du libre-service qui d\u00e9couragent le plus les clients et, par cons\u00e9quent, de mettre en \u0153uvre les am\u00e9liorations et les optimisations n\u00e9cessaires au niveau des processus. \u201d<\/p>\n

Analyse pr\u00e9dictive :<\/strong> \u201c Ce type de solution s'appuie g\u00e9n\u00e9ralement sur un outil CRM, des analyses multicanales et\/ou des analyses vocales et textuelles pour d\u00e9terminer le canal de communication le plus efficace \u201d, a d\u00e9clar\u00e9 M. Sinclair. Elle peut \u00e9galement sugg\u00e9rer des produits ou proposer l'agent le plus qualifi\u00e9 pour l'interaction.<\/p>\n

Dans l'ensemble, l'analyse de donn\u00e9es est un outil puissant qui peut aider n'importe quel centre d'appels \u00e0 \u2018 passer \u00e0 la vitesse sup\u00e9rieure \u2019. Mais comme tout bon outil, elle ne sert \u00e0 rien si on ne la met pas en pratique.<\/p>","protected":false},"excerpt":{"rendered":"

November 03, 2015 In this increasingly complex world, businesses everywhere are seeking whatever edge they can get over the competition. Whether it’s better staffers, better offers or simply a better product, the search goes on. But what most don’t seem to get is that they might already have an answer in-house, and aren’t utilizing it. […]<\/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-1836","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\/1836","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=1836"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1836\/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=1836"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1836"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1836"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}