{"id":382513,"date":"2021-02-01T09:30:34","date_gmt":"2021-02-01T17:30:34","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/revolutionner-lexperience-client-grace-au-nouveau-centre-de-contact-webex-webinaire\/"},"modified":"2021-02-01T09:30:34","modified_gmt":"2021-02-01T17:30:34","slug":"revolutionner-lexperience-client-grace-au-nouveau-centre-de-contact-webex-webinaire","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/revolutionner-lexperience-client-grace-au-nouveau-centre-de-contact-webex-webinaire\/","title":{"rendered":"R\u00e9volutionner l\u2019exp\u00e9rience client gr\u00e2ce au nouveau Centre de ..."},"content":{"rendered":"<p><em>Rejoignez Sheila McGee-Smith, analyste de renom dans l\u2019industrie des centres de contact et Omar Tawakol, vice-pr\u00e9sident et Directeur g\u00e9n\u00e9ral du Centre de Contact Cisco, pour une diffusion en direct le 3 f\u00e9vrier 2021. La discussion tournera autour des cinq \u00e9l\u00e9ments essentiels des centres de contact de demain et comment le Centre de Contact Webex les a impl\u00e9ment\u00e9s.<\/em><\/p>\n<h2><span><br \/>\n  <strong>Un t\u00e9l\u00e9porteur d\u2019un autre genre. . .<\/strong><br \/>\n<\/span><\/h2>\n<p>Beaucoup de personnes consid\u00e8rent que le concept de t\u00e9l\u00e9portation a \u00e9t\u00e9 cr\u00e9\u00e9 par les sc\u00e9naristes de Star Trek, mais un \u00e9pisode de la s\u00e9rie britannique Fireball XL5 met d\u00e9j\u00e0 en sc\u00e8ne la t\u00e9l\u00e9portation en mars 1963. Peu importe la source de ce concept. Pendant notre prochain webinaire du 3<sup>f\u00e9vrier<\/sup> je vais faire voyager l\u2019assistance en 2024, en pr\u00e9sentant comment les r\u00e9alit\u00e9s des 12 derniers mois ont chang\u00e9 de mani\u00e8re consid\u00e9rable la trajectoire de l\u2019investissement dans les centres de contact.<\/p>\n<h2><span><br \/>\n  <strong>Une plateforme nouvelle g\u00e9n\u00e9ration implant\u00e9e dans le nuage<\/strong><br \/>\n<\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-352954\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/01\/contact-center-rep-300x200.png\" alt=\"webinaire centre de contact\" width=\"450\" height=\"300\" \/><\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/events\/introducingtheall-newwebexconta6754486206832230400\/\">Rejoignez-moi<\/a> avec <a href=\"https:\/\/blogs.cisco.com\/author\/omartawakol\">Omar Tawakol, vice-pr\u00e9sident et Directeur g\u00e9n\u00e9ral du Centre de Contact Cisco<\/a> et Sheila McGee-Smith, analyste de renom dans l\u2019industrie des centres de contact. Nous allons examiner la fa\u00e7on dont la pand\u00e9mie mondiale a acc\u00e9l\u00e9r\u00e9 l\u2019investissement dans les centres de contact en 2021 et son impact sur le confort du client.<\/p>\n<p>Pendant ce webinaire, Omar et Sheila vous parleront des cinq \u00e9l\u00e9ments fondamentaux que les centres de contact devraient mettre en place pour \u00eatre comp\u00e9titifs dans le domaine de l\u2019exp\u00e9rience client :<\/p>\n<ul>\n<li>La possibilit\u00e9 pour les clients de se connecter, comme ils le souhaitent, et \u00e0 n\u2019importe quel moment<\/li>\n<li>Visibilit\u00e9 de bout en bout sur les interactions entre le client et votre entreprise<\/li>\n<li>Des agents dot\u00e9s d\u2019intelligence artificielle et d\u2019outils intuitifs pour garantir un service de qualit\u00e9 et adapt\u00e9 \u00e0 chaque client<\/li>\n<li>Une plateforme de centre de contact enti\u00e8rement personnalisable pour s\u2019adapter plus rapidement aux besoins du client et de l\u2019entreprise<\/li>\n<li>Une gamme compl\u00e8te de collaboration pour mobiliser toute votre \u00e9quipe dans les services propos\u00e9s \u00e0 votre client\u00e8le<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Le tout nouveau Centre de Contact Webex<\/strong><br \/>\n<\/span><\/h2>\n<p>L\u2019interaction client-agent est directement li\u00e9e \u00e0 la technologie op\u00e9r\u00e9e par le centre de contact. Ceci dit et compte tenu des cinq \u00e9l\u00e9ments fondamentaux, Cisco a compl\u00e8tement repens\u00e9 sa plateforme CCaaS en utilisant l\u2019architecture \u00ab\u00a0cloud\u00a0\u00bb la plus moderne qui existe sur le march\u00e9. Ce tout nouveau <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Centre de Contact Webex<\/a> offre l\u2019exp\u00e9rience client de demain, en r\u00e9unissant tous les outils dont vos agents auront besoin pour que votre entreprise se distingue des autres. Au cours de ce webinaire, nous vous donnerons un aper\u00e7u de la nouvelle plateforme et vous pourrez d\u00e9couvrir en avant-premi\u00e8re la fa\u00e7on dont nous avons introduit les \u00e9l\u00e9ments pour faire de l\u2019exp\u00e9rience client de demain une r\u00e9alit\u00e9.<\/p>\n<blockquote>\n<h3><span><br \/>\n  <a href=\"https:\/\/www.linkedin.com\/events\/introducingtheall-newwebexconta6754486206832230400\/\"><br \/>\n    <strong>Inscrivez-vous d\u00e8s maintenant<\/strong><br \/>\n  <\/a> \u00e0 la diffusion en direct du webinaire qui aura lieu <strong>le mercredi 3 f\u00e9vrier \u00e0 9:00 du matin suivant l\u2019horaire PT | et 2:00 du matin suivant l\u2019horaire ET<\/strong><\/span><\/h3>\n<h3><span>sur LinkedIn ou <a href=\"https:\/\/video.cisco.com\/video\/6225322780001\">video.cisco.com<\/a>, et ult\u00e9rieurement sur demande.<\/span><\/h3>\n<\/blockquote>\n<p><span><br \/>\n  <strong>\u00c0 propos des intervenants <\/strong><br \/>\n<\/span><\/p>\n<p><strong><br \/>\n  <span><br \/>\n    <a href=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/01\/Omar-Tawakol-Headshot.jpg\"><br \/>\n      <img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-352959\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/01\/Omar-Tawakol-Headshot-150x150.jpg\" alt=\"Omar Tawakol\" width=\"150\" height=\"150\" \/><br \/>\n    <\/a>Omar Tawakol<\/span>, <\/strong>vice-pr\u00e9sident et Directeur g\u00e9n\u00e9ral du Centre de Contact Cisco<\/p>\n<p>Omar Tawakol est le vice-pr\u00e9sident et Directeur g\u00e9n\u00e9ral du Centre de Contact Cisco. Omar a occup\u00e9 auparavant le poste de cofondateur et pr\u00e9sident-directeur g\u00e9n\u00e9ral de Voicea, une plateforme d\u2019assistance bas\u00e9e sur l\u2019Intelligence Artificielle Vocale, qu\u2019il a dirig\u00e9e jusqu\u2019\u00e0 son acquisition par Cisco en Ao\u00fbt 2019. Avant Voicea, il a \u00e9t\u00e9 le fondateur et le PDG de BlueKai qui a occup\u00e9 une place importante sur le march\u00e9 des donn\u00e9es consommateur et qui la plateforest consid\u00e9r\u00e9e comme la plus large dans le domaine de gestion des donn\u00e9es. La plateforme BlueKai a \u00e9t\u00e9 rachet\u00e9e en 2014 par Oracle, et Omar a alors occup\u00e9 le poste de vice-pr\u00e9sident et directeur g\u00e9n\u00e9ral de la filiale \u00ab\u00a0Oracle Data Cloud\u00a0\u00bb. Omar est titulaire d\u2019un master en Sciences de l\u2019informatique de l\u2019universit\u00e9 de Stanford et d\u2019une licence de l\u2019Institut de Technologie du Massachusetts.<\/p>\n<p>\u00a0<\/p>\n<p><strong><br \/>\n  <span><br \/>\n    <a href=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/01\/Sheila-McGee-Smith-Headshot-2020.jpg\"><br \/>\n      <img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-352960\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/01\/Sheila-McGee-Smith-Headshot-2020-150x150.jpg\" alt=\"Sheila McGee-Smith \" width=\"150\" height=\"150\" \/><br \/>\n    <\/a>Sheila McGee-Smith<\/span>, <\/strong>analyste principale \u00e0 McGee-Smith Analytics<\/p>\n<p>Sheila McGee-Smith est analyste dans le secteur des communications, et consultante strat\u00e9gique sp\u00e9cialis\u00e9e dans les march\u00e9s des centres de contact et des communications d\u2019entreprise. Parmi ses r\u00e9alisations sur le plan professionnel, on retrouve la r\u00e9daction d\u2019\u00e9tudes de march\u00e9 multiclients dans le domaine des centres de contact, de la t\u00e9l\u00e9phonie d\u2019entreprise, des r\u00e9seaux de donn\u00e9es et du march\u00e9 sans fil. Elle intervient fr\u00e9quemment lors de conf\u00e9rences industrielles, de r\u00e9unions de groupe d\u2019utilisateurs et de r\u00e9unions commerciales. Elle est \u00e9galement souvent cit\u00e9e dans les tendances sur le march\u00e9 des communications.<\/p>\n<p>\u00a0<\/p>\n<p><strong>En savoir plus<\/strong><\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Centre de Contact Webex [Page web de la solution]<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">Le tout nouveau Centre de Contact Webex\u00a0: premier pas vers la nouvelle g\u00e9n\u00e9ration d\u2019exp\u00e9riences client [Blog]<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\">Une v\u00e9ritable acc\u00e9l\u00e9ration \u2014 Les experts se penchent sur l\u2019avenir de la technologie des centres de contact [Blog]<\/a> en exposant les perspectives des dirigeants du Centre de Contact Cisco<br \/>\n<a href=\"https:\/\/blogs.cisco.com\/collaboration\/riding-along-on-262-roi-forrester-webex-contact-center-tei\">Un Retour sur investissement de 262%\u00a0: \u00c9tude Forrester sur l\u2019impact \u00e9conomique total du Centre de Contact Webex [\u00c9tude d\u2019analyste]<\/a><\/p>\n<p><a href=\"https:\/\/engage2demand.cisco.com\/LP=22999?ccid=cc001193&#038;oid=wprco022938\">Quatre voyages, une destination\u00a0: Le \u00ab\u00a0Cloud\u00a0\u00bb [Livre blanc]<\/a>, un livre blanc racontant quatre exp\u00e9riences impressionnantes de clients ayant migr\u00e9 sur le nuage, par McGee-Smith Analytics<\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020\">Cisco qualifi\u00e9 de pionnier dans le \u00ab\u00a0Globe for Intelligence Contact Centers 2020\u00a0\u00bb d\u2019Aragon [\u00c9tude d\u2019analyste]<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Rejoignez Sheila McGee-Smith, analyste de renom dans l\u2019industrie des centres de contact et Omar Tawakol, vice-pr\u00e9sident et Directeur g\u00e9n\u00e9ral du Centre de Contact Cisco, pour une diffusion en direct le 3 f\u00e9vrier 2021. La discussion tournera autour des cinq \u00e9l\u00e9ments essentiels des centres de contact de demain, et comment le Centre de Contact Webex les a implant\u00e9s.<\/p>\n","protected":false},"author":5430,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[5256],"class_list":["post-382513","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-centre-dappel"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>R\u00e9volutionner l\u2019exp\u00e9rience client gr\u00e2ce au nouveau Centre de Contact Webex [WEBINAIRE] | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/fr\/experience-client\/revolutionner-lexperience-client-grace-au-nouveau-centre-de-contact-webex-webinaire\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"R\u00e9volutionner l\u2019exp\u00e9rience client gr\u00e2ce au nouveau Centre de Contact Webex [WEBINAIRE] | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Rejoignez Sheila McGee-Smith, analyste de renom dans l\u2019industrie des centres de contact et Omar Tawakol, vice-pr\u00e9sident et Directeur g\u00e9n\u00e9ral du Centre de Contact Cisco, pour une diffusion en direct le 3 f\u00e9vrier 2021. 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