{"id":382167,"date":"2021-11-24T12:50:07","date_gmt":"2021-11-24T20:50:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/partie-2-a-lere-du-travail-hybride-les-centres-de-contact-en-inde-se-preparent-a-une-forte-hausse-de-la-demande\/"},"modified":"2021-11-24T12:50:07","modified_gmt":"2021-11-24T20:50:07","slug":"partie-2-a-lere-du-travail-hybride-les-centres-de-contact-en-inde-se-preparent-a-une-forte-hausse-de-la-demande","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/customer-stories\/partie-2-a-lere-du-travail-hybride-les-centres-de-contact-en-inde-se-preparent-a-une-forte-hausse-de-la-demande\/","title":{"rendered":"Partie\u00a02\u00a0: \u00c0 l\u2019\u00e8re du travail hybride, les centres de contact en ..."},"content":{"rendered":"

En Inde, le BPO (externalisation des processus m\u00e9tier) est un des segments de march\u00e9 qui conna\u00eet la plus forte croissance. Comme tous les autres domaines, le secteur du BPO a \u00e9t\u00e9 consid\u00e9rablement affect\u00e9 par la pand\u00e9mie, mais il a aussi montr\u00e9 des signes extraordinaires de r\u00e9silience durant cette p\u00e9riode. Dans cet article de blog en deux parties,\u00a0<\/span>
\n Jamie Romani<\/span>
\n<\/a>n partage ses perspectives sur l\u2019opportunit\u00e9 unique offerte par l\u2019innovation et la collaboration dans le secteur indien du BPO alors que la tendance de l\u2019industrie en Inde est \u00e0 l\u2019adoption du travail hybride.\u00a0<\/span><\/p>\n


\n Le travail hybride est l\u2019avenir<\/span>
\n<\/strong><\/h2>\n

L\u2019environnement de travail hybride ne s\u2019est pas impos\u00e9 du jour au lendemain. Il a en r\u00e9alit\u00e9 fallu une pand\u00e9mie mondiale pour le propulser sur le devant de la sc\u00e8ne et imposer son adoption dans l\u2019univers de l\u2019entreprise et dans les livres d\u2019histoire.\u00a0<\/span><\/p>\n

Comme nous l\u2019avons not\u00e9 dans la\u00a0<\/span>
\n premi\u00e8re partie<\/span>
\n<\/a>\u00a0de notre article, un \u00e9v\u00e9nement qui ne se produit qu\u2019une fois par si\u00e8cle, tel qu\u2019une pand\u00e9mie mondiale, bouleverse tout. Il a un impact sur les soci\u00e9t\u00e9s, les familles, la sant\u00e9 humaine, l\u2019\u00e9quilibre entre travail et vie personnelle et des secteurs d\u2019activit\u00e9 dans leur int\u00e9gralit\u00e9. Il remod\u00e8le \u00e9galement le \u00ab\u00a0mode de vie\u00a0\u00bb ou la \u00ab\u00a0condition humaine\u00a0\u00bb de chaque nation, dans le monde entier.\u00a0<\/span><\/p>\n

Les entreprises, en particulier, reconnaissent qu\u2019il est n\u00e9cessaire d\u2019adopter une technologie et de d\u00e9finir des processus robustes pour ce mod\u00e8le de travail hybride.\u00a0<\/span><\/p>\n

Mais alors que de nombreuses entreprises rouvrent lentement leurs bureaux et mettent en place de nouvelles politiques de travail \u00e0 domicile, le d\u00e9sir de flexibilit\u00e9 et d\u2019\u00e9quilibre entre vie professionnelle et vie priv\u00e9e est \u00e0 pr\u00e9sent solidement ancr\u00e9 dans notre esprit. Regardons les choses objectivement\u00a0: le format de travail mixte est appel\u00e9 \u00e0 durer et repr\u00e9sente l\u2019avenir du travail.<\/span><\/p>\n

Bienvenue dans la deuxi\u00e8me partie de notre article, dans laquelle nous allons aborder rapidement quelques obstacles qui restent \u00e0 franchir pour parvenir \u00e0 un environnement de travail mixte, nous pencher sur l\u2019importance d\u2019\u00e9lever l\u2019exp\u00e9rience client et examiner une toute nouvelle fonctionnalit\u00e9 qui permet aux employ\u00e9s des centres de contact de s\u2019\u00e9panouir gr\u00e2ce \u00e0 une technologie innovante.\u00a0\u00a0<\/span><\/p>\n


\n Les obstacles \u00e0 surmonter et la marche \u00e0 suivre\u00a0<\/span>
\n<\/strong><\/h2>\n

Commen\u00e7ons par nous rappeler que le t\u00e9l\u00e9travail et le mod\u00e8le de travail mobile s\u2019accompagnent d\u2019une multitude de difficult\u00e9s en termes de s\u00e9curit\u00e9, de productivit\u00e9 et de formation. Heureusement, le secteur des centres de contact a su adopter rapidement des solutions pour r\u00e9pondre \u00e0 ces pr\u00e9occupations.<\/span><\/p>\n

Examinons quelques exemples. Alors que les d\u00e9penses en mati\u00e8re de s\u00e9curit\u00e9 ont augment\u00e9 dans tous les secteurs d\u2019activit\u00e9, des outils de collaboration tels que Webex ont fourni aux superviseurs et aux responsables d\u2019\u00e9quipes les cl\u00e9s n\u00e9cessaires pour r\u00e9soudre rapidement les probl\u00e8mes, en plus de pr\u00e9server la productivit\u00e9. Les centres de contact ont \u00e9galement adopt\u00e9 des modules logiciels de formation pour aider les nouveaux agents \u00e0 acqu\u00e9rir les comp\u00e9tences requises \u00e0 leur convenance.<\/span><\/p>\n

Ils ont aussi migr\u00e9 vers un mod\u00e8le distribu\u00e9 pour les flux de travail entre diff\u00e9rents sites afin d\u2019att\u00e9nuer les risques inh\u00e9rents \u00e0 leurs op\u00e9rations.\u00a0<\/span><\/p>\n


\n \u00c9lever l\u2019exp\u00e9rience client<\/span>
\n<\/strong><\/h2>\n

Le point qui est peut-\u00eatre le plus marquant, et qui constitue la principale raison de donner un coup d\u2019acc\u00e9l\u00e9rateur dans le secteur des centres de contact, concerne les avantages g\u00e9n\u00e9r\u00e9s en termes d\u2019exp\u00e9rience client (CX). En fait, la technologie actuelle des centres de contact constitue la plateforme de gestion de l\u2019exp\u00e9rience client, une \u00ab\u00a0plateforme de relation\u00a0\u00bb, qui g\u00e9n\u00e8re des exp\u00e9riences client plus pertinentes.\u00a0<\/span><\/p>\n

L\u2019adoption technologique et l\u2019automatisation des t\u00e2ches r\u00e9p\u00e9titives seront essentielles pour que les op\u00e9rations des centres de contact r\u00e9pondent aux attentes des clients et offrent des exp\u00e9riences exceptionnelles, c\u2019est-\u00e0-dire pour concr\u00e9tiser une vision dans laquelle de \u00ab\u00a0super agents\u00a0\u00bb seront dot\u00e9s de capacit\u00e9s plus intelligentes et de fonctionnalit\u00e9s sup\u00e9rieures d\u2019automatisation afin de pouvoir r\u00e9pondre de mani\u00e8re appropri\u00e9e \u00e0 toutes les exp\u00e9riences client, m\u00eame les plus difficiles et les plus complexes.\u00a0<\/span><\/p>\n

Tandis que je r\u00e9dige cet article, je ne peux pas m\u2019emp\u00eacher de r\u00e9fl\u00e9chir \u00e0 la fa\u00e7on dont ces technologies innovantes, en particulier les technologies de centres d\u2019appel, ont aid\u00e9 les entreprises \u00e0 mener leurs activit\u00e9s de mani\u00e8re simplifi\u00e9e.\u00a0<\/span><\/p>\n

Une bonne partie des agents de relations client qui travaillent dans des centres de contact sont bas\u00e9s dans toute l\u2019Inde. Mais gr\u00e2ce \u00e0 la r\u00e9duction des d\u00e9lais de r\u00e9solution, rendue possible par la connectivit\u00e9 transparente et les services cloud, les entreprises sont en mesure d\u2019offrir des interactions et des exp\u00e9riences exceptionnelles. Les entreprises sont \u00e9galement en mesure de r\u00e9duire leurs d\u00e9penses en capital, sans aucun compromis en mati\u00e8re de qualit\u00e9 et tout en fournissant de meilleurs services.\u00a0<\/span><\/p>\n

Dans le m\u00eame temps, les acteurs du secteur augmentent leurs investissements en mati\u00e8re d\u2019infrastructure technologique dans le but d\u2019offrir un niveau de service client sup\u00e9rieur. De l\u2019int\u00e9gration de l\u2019IA \u00e0 la mise en \u0153uvre d\u2019une solution de collaboration (r\u00e9unions ou vid\u00e9o) int\u00e9gr\u00e9e au bureau des agents, la technologie avanc\u00e9e de centre de contact joue un r\u00f4le central dans l\u2019optimisation d\u2019exp\u00e9riences client de tout premier ordre.\u00a0<\/span><\/p>\n

Par exemple, un tableau de bord unifi\u00e9 aide les responsables de relation client \u00e0 identifier les difficult\u00e9s et les probl\u00e8mes des clients en temps r\u00e9el, ainsi qu\u2019\u00e0 d\u00e9finir les solutions appropri\u00e9es. En bref, le tableau de bord permet de r\u00e9soudre un probl\u00e8me en attente dans un d\u00e9lai plus court, en \u00e9vitant au client de devoir d\u00e9crire le probl\u00e8me dans les moindres d\u00e9tails.\u00a0<\/span><\/p>\n

Pour sa part, Cisco sait tout l\u2019int\u00e9r\u00eat de proposer des exp\u00e9riences client pertinentes.\u00a0<\/span><\/p>\n

Examinons certaines des capacit\u00e9s de la solution Webex Contact Center de Cisco, qui aide les entreprises \u00e0 interagir avec leurs clients sur de multiples canaux, qu\u2019il s\u2019agisse de solutions vocales classiques ou de canaux num\u00e9riques tels que Facebook Messenger, les SMS et le chat.\u00a0<\/span><\/p>\n

Les requ\u00eates peuvent \u00eatre trait\u00e9es via des chatbots bas\u00e9s sur l\u2019IA\/le machine learning, ou transmises \u00e0 un agent \u00e0 des fins de r\u00e9solution. L\u2019utilisation de la technologie, par exemple les transcriptions en temps r\u00e9el et les fonctionnalit\u00e9s de libre-service intelligent, pour automatiser les t\u00e2ches am\u00e9liore \u00e9galement les niveaux d\u2019efficacit\u00e9 et les taux de r\u00e9solution au premier appel.\u00a0<\/span><\/p>\n

En outre, la technologie d\u2019IA de Webex Contact Center fournit \u00e9galement une assistance en direct aux agents et permet de faire intervenir des experts sp\u00e9cialis\u00e9s qui ne font pas partie de l\u2019\u00e9cosyst\u00e8me du centre de contact, \u00e0 l\u2019aide de Webex App.<\/span><\/p>\n

Ces capacit\u00e9s et les autres fonctionnalit\u00e9s de Webex sont pens\u00e9es pour favoriser un avenir riche en collaboration et en interactions, un univers qui implique les clients et offre des services personnalis\u00e9s.\u00a0<\/span><\/p>\n

Alors que les entreprises repensent totalement la gestion de leurs processus m\u00e9tier, et renforcent leurs processus vitaux tels que les solutions de centre de contact, ces types de technologies intuitives et bas\u00e9es sur le cloud arrivent \u00e0 point nomm\u00e9, en particulier pour tous les t\u00e9l\u00e9travailleurs qui, comme moi, ont besoin de pouvoir collaborer et interagir du bout du doigt avec des experts sp\u00e9cialis\u00e9s.\u00a0<\/span><\/p>\n

Pour en savoir plus sur\u00a0<\/span>
\n Webex Contact Center<\/span>
\n<\/a>\u00a0et les caract\u00e9ristiques et avantages de la plateforme, lisez la\u00a0<\/span>
\n brochure de pr\u00e9sentation<\/span>
\n<\/a>\u00a0ou lancez-vous d\u00e8s aujourd\u2019hui avec une\u00a0<\/span>
\n d\u00e9monstration de centre de contact cloud personnalis\u00e9e.<\/span>
\n<\/a><\/p><\/blockquote>\n

En savoir plus\u00a0<\/strong><\/p>\n


\n Partie\u00a01\u00a0: \u00c0 l\u2019\u00e8re du travail hybride, les centres de contact en Inde se pr\u00e9parent \u00e0 une forte hausse de la demande<\/span>
\n<\/a><\/p>\n


\n Partie\u00a01\u00a0: Webex donne aux agents des centres de contact les moyens de r\u00e9ussir \u00e0 l\u2019\u00e8re du travail hybride\u00a0<\/span>
\n<\/a>\u00a0[<\/span>
\n Blog<\/span>
\n<\/a>]\u00a0\u00a0<\/span><\/p>\n


\n Partie\u00a02\u00a0: Webex donne aux agents des centres de contact les moyens de r\u00e9ussir \u00e0 l\u2019\u00e8re du travail hybride\u00a0<\/span>
\n<\/a>\u00a0[<\/span>
\n Blog<\/span>
\n<\/a>]<\/span><\/p>\n


\n D\u00e9passer les attentes gr\u00e2ce aux solutions d\u2019exp\u00e9rience client Webex<\/a> [<\/span>Blog]<\/span><\/p>\n


\n Cisco + IMImobile\u00a0: offrir ensemble l\u2019exp\u00e9rience client de demain<\/span>
\n<\/a>\u00a0[Blog]<\/span><\/p>\n


\n Transformer l\u2019exp\u00e9rience client pour rester \u00e0 la page<\/span>
\n<\/a>\u00a0[webinaire \u00e0 la demande]<\/span><\/p>\n


\n Optimiser l\u2019exp\u00e9rience client et s\u2019entendre avec les clients<\/span>
\n<\/a>\u00a0[webinaire \u00e0 la demande]<\/span><\/p>\n


\n Le paysage changeant de l\u2019exp\u00e9rience client d\u2019entreprise, perspectives d\u2019un expert<\/span>
\n<\/a>\u00a0[webinaire \u00e0 la demande]<\/span><\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

En Inde, le BPO (externalisation des processus m\u00e9tier) est un des segments de march\u00e9 qui conna\u00eet la plus forte croissance. 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