{"id":1905,"date":"2016-01-26T07:03:00","date_gmt":"2016-01-26T08:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-01-26T07:03:00","modified_gmt":"2016-01-26T08:03:00","slug":"finding-contact-center-needs-to-keep-lines-open","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/finding-contact-center-needs-to-keep-lines-open\/","title":{"rendered":"Conclusion : le centre d'appels doit maintenir ses lignes ouvertes"},"content":{"rendered":"

Conclusion : le centre d'appels doit maintenir ses lignes ouvertes<\/h2>\n

26 janvier 2016<\/p>\n

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

Nous avons tous lu les articles et entendu ce mot : \u2018 omnicanal \u2019 est la nouvelle tendance dans le domaine des centres d\u2019appels. Pourtant, il semble y avoir un point important que tout le monde, dans sa h\u00e2te d\u2019adopter les derni\u00e8res nouveaut\u00e9s, oublie : les clients AIMENT utiliser le t\u00e9l\u00e9phone.<\/p>\n

C'est la position de Joshua Feast, PDG et cofondateur de Cogito Corp., \u00e9diteur de logiciels permettant aux professionnels de la t\u00e9l\u00e9phonie d'offrir une exp\u00e9rience client plus engageante et plus attentionn\u00e9e. Dans un article r\u00e9cemment publi\u00e9 sur CustomerThink.com<\/em>, Feast a expos\u00e9 en d\u00e9tail les raisons pour lesquelles le t\u00e9l\u00e9phone devrait continuer \u00e0 occuper une place pr\u00e9pond\u00e9rante dans les efforts d\u00e9ploy\u00e9s par une entreprise pour offrir la meilleure exp\u00e9rience client possible.<\/p>\n

\u201c Les entreprises se tournent vers les SMS, le libre-service en ligne, la messagerie instantan\u00e9e et \u00e0 peu pr\u00e8s toutes les autres m\u00e9thodes possibles pour offrir une meilleure exp\u00e9rience client \u201d, a fait remarquer M. Feast. \u201c Mais si tous ces canaux peuvent s'av\u00e9rer utiles pour fid\u00e9liser la client\u00e8le, trop de marques ne pr\u00eatent pas suffisamment attention au canal client le plus important dont elles disposent : le t\u00e9l\u00e9phone. \u201d<\/p>\n

Il poursuit en citant une \u00e9tude de Forrester (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) selon laquelle le t\u00e9l\u00e9phone reste l'outil de contact client le plus largement utilis\u00e9. Parmi les conclusions de Forrester, on note notamment que les clients souhaitent que les entreprises accordent de l'importance \u00e0 leur temps, quelque 71 % des consommateurs affirmant que c'est \u201c la chose la plus importante qu'une entreprise puisse faire pour leur offrir un service de qualit\u00e9 \u201d.\u201d<\/p>\n

Les entreprises qui \u00e9chouent dans ce domaine le font \u00e0 leurs risques et p\u00e9rils. Feast cite une \u00e9tude de l'universit\u00e9 d'\u00c9tat de l'Arizona selon laquelle \u201c malgr\u00e9 l'essor d'Internet, les gens sont encore 11 fois plus enclins \u00e0 se plaindre par t\u00e9l\u00e9phone que sur le Web \u201d. Et s'ils d\u00e9cident de se plaindre, ne pr\u00e9f\u00e9reriez-vous pas avoir la possibilit\u00e9 de leur r\u00e9pondre directement et imm\u00e9diatement ?<\/p>\n

\u201c Les strat\u00e9gies omnicanales peuvent donner des r\u00e9sultats jusqu\u2019\u00e0 un certain point, mais rien ne remplace encore un centre d\u2019appels capable d\u2019offrir un service client de qualit\u00e9 sup\u00e9rieure \u201d, ajoute M. Feast. \u201c Les agents dot\u00e9s d\u2019excellentes comp\u00e9tences en communication, capables d\u2019\u00e9tablir de v\u00e9ritables liens avec les clients, sont plus pr\u00e9cieux que jamais dans ce que Accenture (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) appelle cela \u2018 l'\u00e9conomie de la transition \u2019. \u201d<\/p>\n

Alors, qu'est-ce qui les freine ?<\/p>\n

\u201c Les agents des centres d\u2019appels se d\u00e9sengagent au fil du temps et se sentent souvent impuissants \u00e0 aider les clients \u201d, explique M. Feast. \u201c Ils ne parviennent pas \u00e0 \u00e9tablir le genre de relation solide avec les clients qui, \u00e0 terme, offrirait une exp\u00e9rience plus enrichissante tant pour le client que pour l\u2019agent. \u201d De plus, \u201c les superviseurs et les responsables des centres d\u2019appels sont confront\u00e9s \u00e0 d\u2019importants d\u00e9fis en mati\u00e8re d\u2019\u00e9valuation. Ils ne disposent actuellement d\u2019aucun moyen objectif, automatis\u00e9 et complet pour \u00e9valuer et enseigner les comp\u00e9tences de communication qui sont au c\u0153ur d\u2019un appel t\u00e9l\u00e9phonique \u201d, estime-t-il.<\/p>\n

Pour autant, tout n'est pas perdu. Le principal enseignement \u00e0 tirer de l'analyse de Feast est que le probl\u00e8me peut \u00eatre r\u00e9solu ; il suffit d'une direction avis\u00e9e pour identifier le probl\u00e8me et y rem\u00e9dier.<\/p>","protected":false},"excerpt":{"rendered":"

Finding: Contact Center Needs to Keep Lines Open January 26, 2016 We’ve all seen the reports and heard the word: ‘Omnichannel’ is the new way to go in the call center. Yet there seems to be one important point that everyone, in their rush to embrace the latest and greatest, is missing: Customers LIKE using […]<\/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-1905","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\/1905","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=1905"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1905\/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=1905"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1905"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1905"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}