{"id":1866,"date":"2015-12-10T08:03:00","date_gmt":"2015-12-10T09:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-12-10T08:03:00","modified_gmt":"2015-12-10T09:03:00","slug":"sportswear-maker-now-able-to-answer-the-call","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/sportswear-maker-now-able-to-answer-the-call\/","title":{"rendered":"Un fabricant de v\u00eatements de sport d\u00e9sormais en mesure de r\u00e9pondre \u00e0 la demande"},"content":{"rendered":"<p>10 d\u00e9cembre 2015<\/p>\n<div>\n<div><img decoding=\"async\" src=\"http:\/\/images.tmcnet.com\/headshots\/2013\/rory-t.jpg\" height=\"59\" border=\"0\" \/><\/div>\n<\/div>\n<p>Alors que la p\u00e9riode des achats de No\u00ebl bat son plein, les commer\u00e7ants sont confront\u00e9s \u00e0 un afflux massif d'appels dans leurs centres d'appels. Ceux qui se sont pr\u00e9par\u00e9s \u00e0 cette ru\u00e9e en verront les r\u00e9sultats lorsque l'affluence se calmera. Ceux qui ne se sont pas pr\u00e9par\u00e9s en paieront le prix.<\/p>\n<p>Une entreprise qui a identifi\u00e9 un besoin et s'y est attaqu\u00e9e de front est Columbia Sportswear, une marque de v\u00eatements de plein air bas\u00e9e \u00e0 Portland, dans l'Oregon. Dans un <a href=\"http:\/\/www.incontact.com\/blog\/columbia-sportswear-takes-customer-service-to-the-cloud\/\">dernier article de blog<\/a>, Gavin Gustafson \u2014 responsable de la communication chez inContact, leader des centres d'appels dans le cloud \u2014 a expliqu\u00e9 comment Columbia souhaitait d\u00e9velopper rapidement son propre centre d'appels, tout en devant r\u00e9pondre \u00e0 une multitude de besoins.<\/p>\n<p>\u201c Offrir un service client exceptionnel est l'une des missions principales du fabricant de v\u00eatements de plein air Columbia Sportswear, mais son standard t\u00e9l\u00e9phonique (<a href=\"http:\/\/www.tmcnet.com\/snapshots\/snapshots.aspx?Company=PBX\">Actualit\u00e9s<\/a> \u2013 <a href=\"http:\/\/www.tmcnet.com\/enews\/subs.aspx?k1=%22PBX%22\">Alerte<\/a>\u201d Le syst\u00e8me bas\u00e9 sur cette technologie constituait depuis longtemps un goulot d'\u00e9tranglement pour leur centre de contact et leurs \u00e9quipes informatiques \u201c, a \u00e9crit Gustafson. \u201d En 2010, Kristina Coker, ing\u00e9nieure en mobilit\u00e9 d'entreprise et t\u00e9l\u00e9communications, a r\u00e9dig\u00e9 un appel d'offres (RFP) contenant une longue liste des caract\u00e9ristiques id\u00e9ales que devait pr\u00e9senter un nouveau syst\u00e8me de centre de contact. \u00bb<\/p>\n<p>Cette liste comprenait :<\/p>\n<ul>\n<li>Prise en charge d'un plus large \u00e9ventail de canaux de communication<\/li>\n<li>Une \u00e9volutivit\u00e9 permettant de faire face aux pics saisonniers de volume d'appels<\/li>\n<li>Une flexibilit\u00e9 permettant de faire face \u00e0 la croissance<\/li>\n<li>R\u00e9silience face aux pannes<\/li>\n<li>Acc\u00e8s rapide et simple aux statistiques d'appels en temps r\u00e9el<\/li>\n<li>Facile \u00e0 utiliser, il permet aux chefs d'entreprise d'apporter les modifications n\u00e9cessaires au syst\u00e8me.<\/li>\n<\/ul>\n<p>Columbia s'appr\u00eatait \u00e0 acqu\u00e9rir de nouveaux bureaux ; il \u00e9tait donc important de prendre en charge ces nouveaux sites. Il a \u00e9galement \u00e9t\u00e9 soulign\u00e9 que le commerce en ligne allait \u00eatre int\u00e9gr\u00e9 \u00e0 leur site web ; l'entreprise devait donc prendre en charge les fonctionnalit\u00e9s SMS, chat, e-mail et \u201c click-to-call \u201d. \u00ab Nous avions de nombreux changements pr\u00e9vus dans notre feuille de route, et nous avions besoin d\u2019une solution stable, flexible et \u00e9volutive pour notre centre d\u2019appels \u00bb, a d\u00e9clar\u00e9 M. Coker \u00e0 M. Gustafson.<\/p>\n<p>InContact a su r\u00e9pondre \u00e0 tous les besoins de Columbia, et m\u00eame au-del\u00e0.<\/p>\n<p>\u201c Gr\u00e2ce \u00e0 inContact, Columbia peut g\u00e9rer des agents r\u00e9partis dans plusieurs b\u00e2timents, plusieurs \u00c9tats et m\u00eame plusieurs pays \u00e0 partir d\u2019une seule et m\u00eame plateforme, ind\u00e9pendamment de leur emplacement physique, de la taille de leur \u00e9quipe, du volume d\u2019appels ou d\u2019autres contraintes habituelles li\u00e9es \u00e0 une solution bas\u00e9e sur un PBX \u201d, a d\u00e9clar\u00e9 M. Gustafson. \u201c De plus, les responsables des centres de contact de Columbia ne d\u00e9pendent plus du service informatique pour effectuer des modifications, qu\u2019elles soient simples ou complexes. \u201d<\/p>\n<p>D\u00e9sormais, les responsables de Columbia peuvent obtenir des rapports d\u00e9taill\u00e9s qui \u00e9valuent les performances des agents et fournissent des statistiques en temps r\u00e9el sur les appels en cours. Auparavant, ils devaient extraire les donn\u00e9es de trois syst\u00e8mes distincts, ce qui les amenait souvent \u00e0 obtenir des rapports pr\u00e9sentant des r\u00e9sultats divergents, car le processus manquait de coh\u00e9rence.<\/p>\n<p>Depuis la mise en place des solutions cloud inContact, Columbia Sportswear a enregistr\u00e9 les r\u00e9sultats suivants :<\/p>\n<ul>\n<li>La dur\u00e9e des appels a \u00e9t\u00e9 r\u00e9duite de 20 secondes en moyenne ;<\/li>\n<li>Les commandes ont augment\u00e9 de 56 % et le chiffre d'affaires de 59 % ;<\/li>\n<li>A obtenu un taux de satisfaction client de 93,6 % tout en absorbant et en g\u00e9rant une augmentation de 34 % du volume d'appels ;<\/li>\n<li>1 346 heures-homme \u00e9conomis\u00e9es sur l'ann\u00e9e.<\/li>\n<\/ul>\n<p>Pour en savoir plus sur la mani\u00e8re dont Columbia Sportswear a am\u00e9lior\u00e9 ses op\u00e9rations de service client gr\u00e2ce aux solutions inContact Cloud, vous pouvez t\u00e9l\u00e9charger l'\u00e9tude de cas d\u00e9taill\u00e9e <a href=\"http:\/\/www.incontact.com\/call-center-resource-finder\/columbia-sportswear-ventures-cloud-incontact\" target=\"_blank\" rel=\"noopener noreferrer\">ici<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>December 10, 2015 With the Christmas holiday shopping season in full swing, retailers are seeing a crushing load of calls to their contact centers. Those that prepared for the onslaught will see the results when the shopping eases. Those that didn&rsquo;t prepare will pay the price. One company that saw a need and tackled it [&hellip;]<\/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-1866","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\/1866","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=1866"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1866\/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=1866"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1866"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1866"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}