{"id":382688,"date":"2020-10-19T08:30:20","date_gmt":"2020-10-19T15:30:20","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/le-centre-de-contact-client-devient-il-plus-intelligent\/"},"modified":"2020-10-19T08:30:20","modified_gmt":"2020-10-19T15:30:20","slug":"le-centre-de-contact-client-devient-il-plus-intelligent","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/le-centre-de-contact-client-devient-il-plus-intelligent\/","title":{"rendered":"Le centre de contact client devient-il plus intelligent\u00a0?"},"content":{"rendered":"


\n Le besoin de centres de contact intelligents<\/strong>
\n<\/span><\/h2>\n

La pand\u00e9mie mondiale r\u00e9cente a augment\u00e9 les interactions num\u00e9riques et les centres de contact<\/a> qui sont particuli\u00e8rement au premier plan du commerce international. Les centres commerciaux se sont vid\u00e9s et les interactions avec les centres de contacts ont mont\u00e9 en fl\u00e8che, repr\u00e9sentant une part des interactions avec les clients plus importante que jamais. La proportion des employ\u00e9s en t\u00e9l\u00e9travail a augment\u00e9, repr\u00e9sentant jusqu’\u00e0 75\u00a0% des agents des centres d’appel travaillant \u00e0 distance dans le monde entier. Ces nouvelles r\u00e9alit\u00e9s sont fermement ancr\u00e9es, et elles vont de pair avec le besoin d’insuffler de l’intelligence dans la cha\u00eene des valeurs des centres de contact.<\/p>\n


\n La recherche d’un savoir hors du commun. <\/strong>
\n<\/span><\/h2>\n

La locution latine \u00ab\u00a0scientia potentia\u00a0\u00bb est plus connue sous la forme suivante\u00a0: \u00ab\u00a0savoir, c’est pouvoir\u00a0\u00bb. Elle renvoie \u00e0 la notion selon laquelle une personne peut surmonter des d\u00e9ficiences mentales et physiques, et m\u00eame parfois des adversaires sup\u00e9rieurs pour r\u00e9ussir, en acqu\u00e9rant des connaissance. En d’autres termes, plus on dispose d’informations, plus on a de chances de gagner. Les entreprises ont toujours cr\u00e9\u00e9 des \u00e9quipes concurrentes pour avoir une meilleure compr\u00e9hension des strat\u00e9gies et pour les appliquer afin de surmonter les al\u00e9as du march\u00e9 et d’augmenter les r\u00e9sultats.<\/p>\n


\n O\u00f9 que vous alliez, nous serons-l\u00e0 avec vous. <\/strong>
\n<\/span><\/h2>\n

La connaissance est puissante seulement lorsque les id\u00e9es sont transform\u00e9es en action, ce qui active le pouvoir derri\u00e8re la connaissance. Aujourd’hui, l’intelligence artificielle<\/a> (IA) collecte une grande quantit\u00e9 de donn\u00e9es, ces donn\u00e9es sont stock\u00e9es en tant qu’informations \u2013 mais le lien entre l’information et la connaissance est souvent manquant. Dans notre jargon, la compr\u00e9hension et l’apprentissage bas\u00e9s sur les exp\u00e9riences et les erreurs des autres apportent des connaissances essentielles pour les actions futures. L’IA acc\u00e9l\u00e8re ce processus via l’apprentissage artificiel.<\/p>\n

Observez l’exp\u00e9rience suivante\u00a0:<\/strong><\/p>\n

[ovp]6201188093001[\/ovp]<\/p>\n


\n Toujours en mouvement sans aller nulle part et faire bien ce qu’il ne faut pas<\/strong>
\n<\/span><\/h2>\n

Par exemple, une grande enseigne commercialisant des produits de beaut\u00e9 organise des \u00e9v\u00e9nements exceptionnels pour que ses vendeurs assurent la promotion de marques pr\u00e9cises. Cette m\u00eame enseigne note chaque magasin et vendeurs sur le si convoit\u00e9 Net Promoter Score qui mesure la satisfaction des clients. Les directeurs sont r\u00e9compens\u00e9s sur le NPS et les employ\u00e9s savent bien ce que signifie un 9 ou un10 selon cet indice. La promotion r\u00e9cente d’une marque renomm\u00e9e souligne une situation critique. On demande au commercial de vendre un produit jusqu’\u00e0 60\u00a0% plus cher que dans les grandes surfaces et jusqu’\u00e0 30\u00a0% du prix propose dans les \u00e9piceries locales. Une \u00e9tude montre que 80\u00a0% des personnes interrog\u00e9es d\u00e9clarent qu’elles auraient compar\u00e9 les produits sur internet. Certaines l’auraient fait avant et d’autres apr\u00e8s l’achat. Si le commercial r\u00e9ussi \u00e0 vendre le produit et que le client compare les prix apr\u00e8s l’achat, quelle influence cela aura-t-il sur l’indice NPS et sur la satisfaction du client\u00a0?<\/p>\n


\n Le centre de contact devient-il plus intelligent\u00a0? \u2013 Oui, gr\u00e2ce \u00e0 l’exp\u00e9rience<\/strong>
\n<\/span><\/h2>\n

Les centres de contact peuvent constituer la source d’information la plus riche sur n’importe quel parcours client. Je me souviens d’avoir expliqu\u00e9 \u00e0 un PDG que s’il souhaitait savoir ce qu’il se passait dans son entreprise, le meilleur moyen d’y arriver \u00e9tait de brancher un casque et de passer une heure dans son centre de contact. En effet, les centres de contact deviennent plus intelligents, que ce soit par n\u00e9cessit\u00e9 ou par d\u00e9finition. Une n\u00e9cessit\u00e9, parce qu’ils se situent \u00e0 la derni\u00e8re \u00e9tape du parcours complexe des clients qui font pression sur le centre de contact pour r\u00e9pondre \u00e0 des normes beaucoup plus exigeantes que par le pass\u00e9. \u00c0 dessein, gr\u00e2ce \u00e0 aux applications utiles de l’IA
\n , <\/u>
\n<\/strong>les agents sont lib\u00e9r\u00e9s des dossiers les plus simples pour travailler sur les incidents les plus critiques, permettant en dernier lieu de fournir un libre-service n\u00e9cessitant peu d’efforts aux clients.<\/p>\n


\n Les nouveaux postes dans l’entreprise requi\u00e8rent des connaissances hors du commun. <\/strong>
\n<\/span><\/h2>\n

Le profil \u00e9lev\u00e9 dans l’entreprise du centre de contact client et le fait qu’il se positionne g\u00e9n\u00e9ralement \u00e0 la fin d’un parcours complexe a permis de r\u00e9aliser que le v\u00e9cu du client au fil de ses relations avec les points de contact est aujourd’hui essentiel pour mesurer la satisfaction des clients. Chez Cisco, nous avons anticip\u00e9 cette r\u00e9volution et lanc\u00e9 Webex Experience Management<\/a>. Cette solution recueille le niveau de satisfaction du client en temps r\u00e9el en int\u00e9grant dix sept points de contacts susceptibles de survenir pendant n’importe quel parcours client. Ces \u00ab\u00a0centres d’\u00e9coute\u00a0\u00bb permettent \u00e0 l’entreprise de communiquer ses impressions directement aux agents des centres de contact. Les agents d\u00e9di\u00e9s au recueil du niveau de satisfaction des clients constituent l’\u00e9tape suivante des centres de contact intelligents \u2013 et Cisco montre la voie.<\/p>\n

En savoir plus sur\u00a0Webex Experience Management<\/a> ou consultez notre page Cisco Contact Center solutions<\/a><\/p><\/blockquote>\n

La s\u00e9rie d’articles en s\u00e9curit\u00e9 au bureau, productif partout<\/a> met en lumi\u00e8re les exp\u00e9riences bas\u00e9es sur l’IA pour am\u00e9liorer la routine du travail \u00e0 distance et permettre un retour s\u00fbr au bureau<\/em><\/p>\n

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

https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/future-of-work-webinar-with-guest-forrester-research-demystifying-the-contact-centers-role-in-cx<\/p>\n

https:\/\/blogs.cisco.com\/collaboration\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions<\/p>\n

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

Les agents d\u00e9di\u00e9s au recueil du niveau de satisfaction des clients constituent l’\u00e9tape suivante de notre centre de contact intelligent, et Cisco ouvre la voie en lan\u00e7ant Webex Experience Management.<\/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":[3689,6208],"class_list":["post-382688","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-call-center","tag-centre-dappel-en-tant-que-service"],"acf":[],"yoast_head":"\nLe centre de contact client devient-il plus intelligent\u00a0? | 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\/customer-experience\/is-the-contact-center-getting-smarter\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le centre de contact client devient-il plus intelligent\u00a0? 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