![](\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\")
<\/div>\n<\/div>\nAlors que les centres d\u2019appels poursuivent leurs efforts pour r\u00e9pondre \u00e0 tous les besoins de tous leurs clients, une id\u00e9e fait l\u2019objet d\u2019une attention particuli\u00e8re : celle de devenir \u201c omnicanal \u201d. Si de nombreux centres d\u2019appels aiment se consid\u00e9rer comme \u201c multicanaux \u201d \u2013 c\u2019est-\u00e0-dire proposant de nombreuses options et moyens permettant aux clients de les contacter \u2013, ils doivent toutefois prendre en compte le fait que ces m\u00eames clients ont une longueur d\u2019avance sur eux. C\u2019est pourquoi ils doivent adopter une approche \u00ab omnicanale \u00bb.\u201d<\/p>\n
Dans un r\u00e9cent article de blog, la journaliste britannique sp\u00e9cialis\u00e9e dans les technologies Clare Angood a analys\u00e9 la question en profondeur et a soulev\u00e9 quelques arguments pertinents expliquant pourquoi cette d\u00e9cision est judicieuse.<\/p>\n
\u201c \u00c0 l\u2019\u00e9poque o\u00f9 le terme \u2018omnicanal\u2019 a fait son apparition dans le vocabulaire du service client, la plupart des professionnels du secteur en \u00e9taient encore \u00e0 se familiariser avec son pr\u00e9d\u00e9cesseur, le multicanal \u201d, a-t-elle \u00e9crit. \u201c Il n\u2019est donc pas surprenant que beaucoup continuent de le consid\u00e9rer comme une simple \u00e9volution de ce concept. Pour eux, l\u2019omnicanal, c\u2019est le multicanal avec une touche de panache. Et pourtant, c\u2019est bien plus que cela. \u201d<\/p>\n
Angood souligne que l'omnicanal est une nouvelle fa\u00e7on d'\u00e9tablir une relation entre le consommateur et la marque, et qu'elle \u201c prend de plus en plus d'importance \u00e0 mesure que la r\u00e9volution num\u00e9rique s'acc\u00e9l\u00e8re \u201d.\u201d<\/p>\n
Elle cite une r\u00e9cente enqu\u00eate men\u00e9e par Xerox, selon laquelle environ 54 % des consommateurs seraient pr\u00eats \u00e0 d\u00e9penser davantage s'ils pouvaient ainsi b\u00e9n\u00e9ficier d'un meilleur service client. Le d\u00e9sir est donc bien l\u00e0 ; il suffit aux entreprises de se mobiliser pour y r\u00e9pondre. Mais quelle est donc exactement la diff\u00e9rence entre les deux ?<\/p>\n
\u201c Dans le mod\u00e8le multicanal, le succ\u00e8s consistait \u00e0 pouvoir traiter un probl\u00e8me via votre centre d\u2019appels, un autre via votre application mobile, un autre encore sur les r\u00e9seaux sociaux, et ainsi de suite \u201d, explique Angood. \u201c Pour passer \u00e0 l\u2019omnicanal, il faut cesser de raisonner en silos lorsqu\u2019il s\u2019agit des pages d\u2019assistance de votre site web ou du logiciel de centre d\u2019appels sp\u00e9cifique que vous utilisez. Le client doit passer avant tout, et vous devez le consid\u00e9rer comme une seule et m\u00eame personne, quel que soit le canal utilis\u00e9. \u201d<\/p>\n
Mais un centre de contact omnicanal doit \u00e9galement fonctionner de mani\u00e8re fluide.<\/p>\n
\u201c Lorsque le client passe d\u2019un canal \u00e0 un autre \u2013 d\u2019un forum communautaire \u00e0 un appel avec un conseiller, par exemple \u2013, il ne devrait y avoir aucune rupture perceptible \u201d, sugg\u00e8re-t-elle. \u201c Le conseiller doit savoir exactement o\u00f9 le client en est dans son parcours, quelle est sa demande et pourquoi celle-ci n\u2019a pas encore \u00e9t\u00e9 r\u00e9solue. \u201d<\/p>\n
Ce travail PEUT donc \u00eatre r\u00e9alis\u00e9, mais cela exigera un engagement de la part du centre d'appels. En contrepartie, les clients seront plus satisfaits et plus fid\u00e8les.<\/p>","protected":false},"excerpt":{"rendered":"
December 31, 2015 As contact centers continue their reach-out to make themselves all things to all customers, one idea getting a closer look is that of becoming “omni-channel.” While many call centers like to consider themselves multi-channel – that is, offering numerous options and ways for customers to reach them – they need to consider […]<\/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-1883","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\/1883","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=1883"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1883\/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=1883"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1883"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1883"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}