{"id":382693,"date":"2020-09-17T12:10:02","date_gmt":"2020-09-17T19:10:02","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/monthly-update-augmentez-vos-scores-net-promoter-nps-et-votre-collaboration-sur-le-lieu-de-travail-avec-les-solutions-du-centre-de-contact-cisco\/"},"modified":"2020-09-17T12:10:02","modified_gmt":"2020-09-17T19:10:02","slug":"monthly-update-augmentez-vos-scores-net-promoter-nps-et-votre-collaboration-sur-le-lieu-de-travail-avec-les-solutions-du-centre-de-contact-cisco","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/monthly-update-augmentez-vos-scores-net-promoter-nps-et-votre-collaboration-sur-le-lieu-de-travail-avec-les-solutions-du-centre-de-contact-cisco\/","title":{"rendered":"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre ..."},"content":{"rendered":"<p><span><br \/>\n  <strong>Bien garder en t\u00eate l\u2019exp\u00e9rience client<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\">Le mois dernier<\/a>, j\u2019ai partag\u00e9 des nouvelles capacit\u00e9s prometteuses avec le centre de contact Webex, notre centre de contacts r\u00e9compens\u00e9 en tant que service (CCaaS) pour les petits et grands centres de contact.<\/p>\n<p>Nous introduisons ce mois-ci des am\u00e9liorations \u00e0 la <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">gestion de l\u2019exp\u00e9rience Webex<\/a>, notre solution de gestion de l\u2019exp\u00e9rience IA\/ML bas\u00e9e dans le nuage, qui aide les entreprises \u00e0 comprendre comment leurs clients sont pris en charge par tous les points de contact de l\u2019organisation. Ils peuvent ainsi apporter des am\u00e9liorations, ce qui permet d\u2019augmenter la satisfaction des clients et de diminuer le taux de r\u00e9siliation.<\/p>\n<p>La plupart des interactions entre consommateurs et entreprises s\u2019effectuant de nos jours en ligne, l\u2019exp\u00e9rience client a pris un nouveau sens. La soci\u00e9t\u00e9 am\u00e9ricaine de conseil en gestion McKinsey, a conclu que \u00ab\u00a0l\u2019avantage concurrentiel d\u2019une entreprise r\u00e9side dans la capacit\u00e9 \u00e0 voir le monde \u00e0 travers les yeux du client\u00a0\u00bb. \u00c9couter nos clients est essentiel, mais agir par rapport \u00e0 ce qu\u2019ils nous disent est encore plus important. Les am\u00e9liorations de ce mois-ci visent \u00e0 aider nos clients \u00e0 atteindre ces objectifs.<\/p>\n<p><span><br \/>\n  <strong>Voici les nouveaut\u00e9s<\/strong><br \/>\n<\/span><\/p>\n<p><span><br \/>\n  <strong>La gestion de l\u2019exp\u00e9rience Webex int\u00e9gr\u00e9e aux \u00e9quipes Webex<\/strong><br \/>\n<\/span><\/p>\n<p>Nous avons rendu plus pratiques vos r\u00e9ceptions de notifications en temps r\u00e9el lorsque vos clients r\u00e9pondent \u00e0 vos enqu\u00eates de satisfaction, afin que vous puissiez avoir un suivi rapide et \u00abboucler la boucle\u00bb avec vos clients. Comment\u00a0? En int\u00e9grant la gestion de l\u2019exp\u00e9rience Webex aux \u00e9quipes Webex. Vous pouvez d\u00e9j\u00e0 d\u00e9finir des notifications d\u2019alerte par courrier \u00e9lectronique, par SMS et bien plus encore. D\u00e9sormais, avec la nouvelle int\u00e9gration des \u00e9quipes WebEx, vous pouvez recevoir automatiquement un message destin\u00e9 \u00e0 toute l\u2019\u00e9quipe chaque fois qu\u2019une action a \u00e9t\u00e9 effectu\u00e9e, tel qu\u2019un avis n\u00e9gatif laiss\u00e9 par un client.<\/p>\n<p>Vous pouvez \u00e9galement utiliser l\u2019int\u00e9gration des \u00e9quipes WebEx pour informer les \u00e9quipes qui doivent \u00eatre pr\u00e9venues pour des raisons sp\u00e9cifiques, telles qu\u2019un avis positif re\u00e7u, ou un commentaire important d\u2019un client qui souhaite avoir de plus amples informations sur un produit. Cela am\u00e9liore la collaboration entre les entreprises et permet aux particuliers et aux \u00e9quipes de traiter rapidement le probl\u00e8me et de le transformer en une occasion d\u2019augmenter les revenus et d\u2019am\u00e9liorer les ICP (indicateurs cl\u00e9s de performance) tels que CSAT (satisfaction du client) et NPS (Net Promoter Score).<\/p>\n<p><iframe loading=\"lazy\" title=\"Improving customer experience with Webex Experience Management and Webex Teams\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Mg3wuRK3OXo?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><span><br \/>\n  <strong>Omni-canal complet de gestion de l\u2019exp\u00e9rience Webex<\/strong><br \/>\n<\/span><\/p>\n<p>Nous avons am\u00e9lior\u00e9 votre capacit\u00e9 \u00e0 comprendre les ressentis de vos clients apr\u00e8s leur contact avec votre entreprise, en introduisant plus d\u2019options de canaux d\u2019envoi des enqu\u00eates de satisfaction \u00e0 vos clients.<\/p>\n<p>Aujourd\u2019hui, vous pouvez interroger vos clients en temps r\u00e9el via SVI (serveur vocal interactif) et opter pour un envoi progressif de SMS et de courriers \u00e9lectroniques apr\u00e8s un appel vocal. Vous pouvez d\u00e9finir des enqu\u00eates de satisfaction post-appels bas\u00e9es sur des publics cibles et sur des crit\u00e8res d\u2019entreprise et de transactions. Dans notre derni\u00e8re version, nous avons ajout\u00e9 plus de canaux pour les communications entrantes et sortantes. D\u00e9sormais, vous pouvez \u00e9galement enqu\u00eater sur la satisfaction des clients via la messagerie instantan\u00e9e et la signature du courrier \u00e9lectronique, \u00e0 l\u2019aide d\u2019une exp\u00e9dition progressive suite \u00e0 une interaction par messagerie instantan\u00e9e ou par courrier \u00e9lectronique, en plus de la voix. Ajouter des canaux suppl\u00e9mentaires optimise les taux de r\u00e9ponse \u00e0 l\u2019enqu\u00eate de satisfaction et les avis re\u00e7us et am\u00e9liore votre capacit\u00e9 \u00e0 obtenir plus d\u2019informations sur les besoins de vos clients, sur ce qu\u2019ils appr\u00e9cient et ce qu\u2019ils n\u2019appr\u00e9cient pas.<\/p>\n<p>Nous avons \u00e9galement introduit davantage de canaux depuis que la gestion de l\u2019exp\u00e9rience WebEx est int\u00e9gr\u00e9e au bureau des agents du centre de contact. Les agents ont d\u00e9sormais une visibilit\u00e9 accrue sur les impressions des client et sur les interactions pr\u00e9c\u00e9dentes ayant eu lieu via la messagerie instantan\u00e9e et par courrier \u00e9lectronique, en plus des interactions vocales avec le client. Cela permet au centre de contact de bien comprendre ce que le client ressent et le rend donc capable de personnaliser davantage l\u2019interaction des agents avec le client.<\/p>\n<p>Ces nouvelles capacit\u00e9s de gestion de l\u2019exp\u00e9rience WebEx sont actuellement disponibles pour les clients qui utilisent le centre de contact pour entreprises de Cisco WebEx et le centre de contact unifi\u00e9 pour entreprises.<\/p>\n<div id=\"attachment_338562\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-338562\" class=\"wp-image-338562 size-large\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-1024x576.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-300x169.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-768x432.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-1024x576.png 1024w\" alt=\"Omni-canal complet Webex XM\" width=\"640\" height=\"360\" \/><p id=\"caption-attachment-338562\" class=\"wp-caption-text\">Customer Experience Journey on Agent Desktop<\/p><\/div>\n<p><span><br \/>\n  <strong>Enregistrement st\u00e9r\u00e9o avec le centre de contact WebEx<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Le centre de contact Webex<\/a> prend d\u00e9sormais en charge l\u2019enregistrement st\u00e9r\u00e9o des conversations entre les agents et les clients, permettant de distinguer clairement qui parle. Il effectue \u00e9galement une analyse vocale sophistiqu\u00e9e de d\u00e9tection des ressentis du client et de gestion de l\u2019appel de l\u2019agent, afin d\u2019am\u00e9liorer les exp\u00e9riences des clients. \u00a0Cette nouvelle capacit\u00e9 peut \u00eatre optimis\u00e9e par l\u2019enregistrement des appels et les solutions d\u2019optimisation du personnel utilis\u00e9es par le centre de contact.<\/p>\n<p><span><br \/>\n  <strong>Les nouveaux centres de donn\u00e9es pour le Canada fournissent au pays une r\u00e9sidence de donn\u00e9es s\u00e9curis\u00e9e<\/strong><br \/>\n<\/span><\/p>\n<p>Nous avons \u00e9tendu les options de r\u00e9sidence de donn\u00e9es pour le centre de contact Webex et <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/webex-calling\/index.html\">les appels Webex<\/a> au Canada. Cela signifie pour les clients canadiens que les donn\u00e9es de configuration, les enregistrements de donn\u00e9es d\u2019appels, les enregistrements d\u2019appels et les donn\u00e9es des rapports peuvent toutes \u00eatre stock\u00e9es et gard\u00e9es de mani\u00e8re s\u00e9curis\u00e9e dans leur pays, ce qui est particuli\u00e8rement essentiel pour les r\u00e9glementations strictes de la protection des donn\u00e9es canadiennes.<\/p>\n<p><span><br \/>\n  <strong>Quelle est la prochaine \u00e9tape\u00a0?<\/strong><br \/>\n<\/span><\/p>\n<p>Suivez de pr\u00e8s le blog du mois prochain, dans lequel je pr\u00e9senterai de nouvelles fonctionnalit\u00e9s qui am\u00e9liorent la conformit\u00e9, la r\u00e9silience et l\u2019administration du centre de contact.<\/p>\n<blockquote><p>Pour en savoir plus sur la gestion de l\u2019exp\u00e9rience WebEx, lisez notre <a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\/?ccid=cc001193&#038;oid=ebkco020248\">livre num\u00e9rique<\/a>. Pour en savoir plus sur les solutions du centre de contact en nuage, visitez notre <a href=\"hhttps:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">site internet<\/a>.<\/p><\/blockquote>\n<p><strong>En savoir plus<\/strong><\/p>\n<p>https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n<p>https:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center<\/p>\n<p>\u00a0<\/p>\n<p>https:\/\/blogs.cisco.com\/collaboration\/better-than-being-there-with-webex-and-enabling-teachers-to-inspire-students-with-hybrid-learning<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Nous introduisons ce mois-ci des am\u00e9liorations dans la gestion de l\u2019exp\u00e9rience Webex, pour aider les entreprises \u00e0 comprendre comment leurs clients sont pris en charge par tous les points de contact de l\u2019organisation. Ils peuvent ainsi apporter des am\u00e9liorations, ce qui permet d\u2019augmenter la satisfaction des clients et de diminuer le taux de r\u00e9siliation.<\/p>\n","protected":false},"author":5501,"featured_media":382694,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[4278],"class_list":["post-382693","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-collaboration-fr","category-experience-client","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre collaboration sur le lieu de travail avec les solutions du centre de contact Cisco | 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\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre collaboration sur le lieu de travail avec les solutions du centre de contact Cisco | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Nous introduisons ce mois-ci des am\u00e9liorations dans la gestion de l\u2019exp\u00e9rience Webex, pour aider les entreprises \u00e0 comprendre comment leurs clients sont pris en charge par tous les points de contact de l\u2019organisation. Ils peuvent ainsi apporter des am\u00e9liorations, ce qui permet d\u2019augmenter la satisfaction des clients et de diminuer le taux de r\u00e9siliation.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-09-17T19:10:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2020\/09\/Improving-customer-service-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2121\" \/>\n\t<meta property=\"og:image:height\" content=\"1414\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"David Wiener\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"David Wiener\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/\"},\"author\":{\"name\":\"David Wiener\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/7af8440eab1ba1408121ad9768fcb1a2\"},\"headline\":\"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre ...\",\"datePublished\":\"2020-09-17T19:10:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/\"},\"wordCount\":1127,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/blog.webex.com\\\/wp-content\\\/uploads\\\/2020\\\/09\\\/Improving-customer-service-1.jpg\",\"keywords\":[\"Contact Center as a Service\"],\"articleSection\":[\"Collaboration\",\"Exp\u00e9rience client\u00a0\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/\",\"name\":\"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre collaboration sur le lieu de travail avec les solutions du centre de contact Cisco | Webex Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/blog.webex.com\\\/wp-content\\\/uploads\\\/2020\\\/09\\\/Improving-customer-service-1.jpg\",\"datePublished\":\"2020-09-17T19:10:02+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/7af8440eab1ba1408121ad9768fcb1a2\"},\"breadcrumb\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#primaryimage\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/wp-content\\\/uploads\\\/2020\\\/09\\\/Improving-customer-service-1.jpg\",\"contentUrl\":\"https:\\\/\\\/blog.webex.com\\\/wp-content\\\/uploads\\\/2020\\\/09\\\/Improving-customer-service-1.jpg\",\"width\":2121,\"height\":1414},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/blog.webex.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre ...\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/\",\"name\":\"Webex Blog\",\"description\":\"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/7af8440eab1ba1408121ad9768fcb1a2\",\"name\":\"David Wiener\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g\",\"caption\":\"David Wiener\"},\"description\":\"David Wiener is the Senior Director of Product Management, Contact Center &amp; Artificial Intelligence for Cisco\u2019s Collaboration portfolio. In this role, David oversees global product strategy for all contact center solutions, and he also leads the Voicea Research and Development teams for the core speech and artificial intelligence products across Cisco\u2019s Collaboration portfolio. Previously, he was Co-founder and Chief Product Officer at Voicea, a voice-focused AI technology company acquired by Cisco in September 2019. Prior to co-founding Voicea he was Vice President at Oracle, overseeing global product for the Oracle Data Cloud. At Oracle he was responsible for pulling together the acquisitions of BlueKai, Datalogix, AddThis, and Crosswise. Prior to Oracle, David oversaw Product at BlueKai. When David is not working, he enjoys skiing, hiking, cooking, woodworking, and travelling with his family.\",\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/in\\\/thedavidwiener\\\/\"],\"url\":\"https:\\\/\\\/blog.webex.com\\\/fr\\\/contributors\\\/davidwiener\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre collaboration sur le lieu de travail avec les solutions du centre de contact Cisco | Webex Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/","og_locale":"fr_FR","og_type":"article","og_title":"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre collaboration sur le lieu de travail avec les solutions du centre de contact Cisco | Webex Blog","og_description":"Nous introduisons ce mois-ci des am\u00e9liorations dans la gestion de l\u2019exp\u00e9rience Webex, pour aider les entreprises \u00e0 comprendre comment leurs clients sont pris en charge par tous les points de contact de l\u2019organisation. Ils peuvent ainsi apporter des am\u00e9liorations, ce qui permet d\u2019augmenter la satisfaction des clients et de diminuer le taux de r\u00e9siliation.","og_url":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/","og_site_name":"Webex Blog","article_published_time":"2020-09-17T19:10:02+00:00","og_image":[{"width":2121,"height":1414,"url":"https:\/\/blog.webex.com\/wp-content\/uploads\/2020\/09\/Improving-customer-service-1.jpg","type":"image\/jpeg"}],"author":"David Wiener","twitter_misc":{"\u00c9crit par":"David Wiener","Dur\u00e9e de lecture estim\u00e9e":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#article","isPartOf":{"@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/"},"author":{"name":"David Wiener","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/7af8440eab1ba1408121ad9768fcb1a2"},"headline":"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre ...","datePublished":"2020-09-17T19:10:02+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/"},"wordCount":1127,"commentCount":0,"image":{"@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#primaryimage"},"thumbnailUrl":"https:\/\/blog.webex.com\/wp-content\/uploads\/2020\/09\/Improving-customer-service-1.jpg","keywords":["Contact Center as a Service"],"articleSection":["Collaboration","Exp\u00e9rience client\u00a0"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/","url":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/","name":"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre collaboration sur le lieu de travail avec les solutions du centre de contact Cisco | Webex Blog","isPartOf":{"@id":"https:\/\/blog.webex.com\/es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#primaryimage"},"image":{"@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#primaryimage"},"thumbnailUrl":"https:\/\/blog.webex.com\/wp-content\/uploads\/2020\/09\/Improving-customer-service-1.jpg","datePublished":"2020-09-17T19:10:02+00:00","author":{"@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/7af8440eab1ba1408121ad9768fcb1a2"},"breadcrumb":{"@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#primaryimage","url":"https:\/\/blog.webex.com\/wp-content\/uploads\/2020\/09\/Improving-customer-service-1.jpg","contentUrl":"https:\/\/blog.webex.com\/wp-content\/uploads\/2020\/09\/Improving-customer-service-1.jpg","width":2121,"height":1414},{"@type":"BreadcrumbList","@id":"https:\/\/blog.webex.com\/customer-experience\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.webex.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Monthly Update: Augmentez vos scores Net Promoter (NPS) et votre ..."}]},{"@type":"WebSite","@id":"https:\/\/blog.webex.com\/es\/#website","url":"https:\/\/blog.webex.com\/es\/","name":"Webex Blog","description":"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/blog.webex.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Person","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/7af8440eab1ba1408121ad9768fcb1a2","name":"David Wiener","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","caption":"David Wiener"},"description":"David Wiener is the Senior Director of Product Management, Contact Center &amp; Artificial Intelligence for Cisco\u2019s Collaboration portfolio. In this role, David oversees global product strategy for all contact center solutions, and he also leads the Voicea Research and Development teams for the core speech and artificial intelligence products across Cisco\u2019s Collaboration portfolio. Previously, he was Co-founder and Chief Product Officer at Voicea, a voice-focused AI technology company acquired by Cisco in September 2019. Prior to co-founding Voicea he was Vice President at Oracle, overseeing global product for the Oracle Data Cloud. At Oracle he was responsible for pulling together the acquisitions of BlueKai, Datalogix, AddThis, and Crosswise. Prior to Oracle, David oversaw Product at BlueKai. When David is not working, he enjoys skiing, hiking, cooking, woodworking, and travelling with his family.","sameAs":["https:\/\/www.linkedin.com\/in\/thedavidwiener\/"],"url":"https:\/\/blog.webex.com\/fr\/contributors\/davidwiener\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/382693","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/users\/5501"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/comments?post=382693"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/382693\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media\/382694"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media?parent=382693"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/categories?post=382693"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/tags?post=382693"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}