{"id":384675,"date":"2020-04-30T10:52:38","date_gmt":"2020-04-30T17:52:38","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/cisco-presente-la-solution-voix-des-employes-sur-la-gestion-de-lexperience-webex-a-partir-de-la-solution-daccueil\/"},"modified":"2020-04-30T10:52:38","modified_gmt":"2020-04-30T17:52:38","slug":"cisco-presente-la-solution-voix-des-employes-sur-la-gestion-de-lexperience-webex-a-partir-de-la-solution-daccueil","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/cisco-presente-la-solution-voix-des-employes-sur-la-gestion-de-lexperience-webex-a-partir-de-la-solution-daccueil\/","title":{"rendered":"Cisco pr\u00e9sente la solution \u00ab Voix des employ\u00e9s \u00bb sur la gestion ..."},"content":{"rendered":"<h2><span><br \/>\n  <strong>Comment g\u00e8rent vos collaborateurs tout en travaillant depuis leur domicile ?<\/strong><br \/>\n<\/span><\/h2>\n<p>Actuellement, beaucoup d\u2019entre nous naviguent vers un nouveau territoire \u00e0 la fois personnellement et professionnellement. Nos clients s\u2019adaptent aux nouvelles heures d\u2019ouverture, aux d\u00e9lais de livraison et d\u2019attente plus longs et aux nouveaux services tels que les hors-ligne. De plus, de nombreux employ\u00e9s travaillent d\u00e9sormais de leur domicile, pour la premi\u00e8re fois, ce qui se fait de sorte que ceux-ci ne l\u2019ont jamais fait auparavant.\u00a0 C\u2019est \u00e9galement le cas pour les employ\u00e9s de premi\u00e8re ligne tels que <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/webex-board\/index.html\">les agents du centre de<\/a> contact.<\/p>\n<p>En tant que directeur de CX ou gestionnaire de contact, avez-vous consid\u00e9r\u00e9 ce qui suit ?<\/p>\n<ul>\n<li>Comment vos employ\u00e9s s\u2019adaptent-ils au travail depuis leur domicile (WFH) ?<\/li>\n<li>Sont-ils motiv\u00e9s et motiv\u00e9s ?<\/li>\n<li>Ont-ils un espace de travail d\u00e9di\u00e9 dans leur domicile qui leur donne la confidentialit\u00e9 ?<\/li>\n<li>Y a-t-il suffisamment de services \u00e0 large bande et les services connexes ?<\/li>\n<li>Comment peuvent-ils collaborer avec d\u2019autres coll\u00e8gues lorsqu\u2019ils ont besoin d\u2019aide ?<\/li>\n<li>Comment g\u00e8rent-ils lors de leur accueil des enfants ou en aide aux autres membres de leur famille ?<\/li>\n<li>Comment votre \u00e9quipe compare-t-elle avec d\u2019autres organisations sur l\u2019activation du WFH ?<\/li>\n<\/ul>\n<p>Voici quelques exemples des d\u00e9fis auxquels votre entreprise peut faire face. \u00c0 cela s\u2019ins\u00e9rez avec l\u2019augmentation des demandes de renseignements \u00e0 la client\u00e8le et vous pouvez penser \u00e0 la pression que peuvent ressentir vos employ\u00e9s et en quoi ceci peut avoir un impact sur leur productivit\u00e9 et la capacit\u00e9 de servir efficacement vos clients. Selon le sondage de Cisco global contact center , 74 % des entreprises conviennent que l\u2019exp\u00e9rience des agents a une corr\u00e9lation directe et un impact significatif sur <a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-global-contact-center-survey-2020-reveals-cloud-transition-and-customer-experience-business-needs\"><\/a>l\u2019exp\u00e9rience client.<\/p>\n<h2><span><br \/>\n  <strong>Contr\u00f4ler l\u2019exp\u00e9rience de vos employ\u00e9s avec la gestion de l\u2019exp\u00e9rience Webex<\/strong><br \/>\n<\/span><\/h2>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Experience Management (anciennement CloudCherry) est la solution de gestion de l\u2019exp\u00e9rience client (CEM) de nouvelle g\u00e9n\u00e9ration de Cisco qui am\u00e9liore les exp\u00e9riences des clients et des employ\u00e9s en offrant aux entreprises un meilleur aper\u00e7u du parcours client tout au long du processus et en faisant le mappage de ces exp\u00e9riences sur tous les points de contact de<\/a> l\u2019organisation. Cela vous permet de cr\u00e9er facilement des enqu\u00eates anonymes sur les employ\u00e9s en ligne pour partager leurs exp\u00e9riences \u00ab\u00a0professionnelles \u00e0 domicile\u00a0\u00bb. Ainsi, les responsables et les \u00e9quipes RH ont une vision plus pr\u00e9cise du ressentiment des collaborateurs afin qu\u2019ils agissent en cons\u00e9quence en apporter des am\u00e9liorations et en s\u2019adressant \u00e0 tous les probl\u00e8mes qui auront un impact sur le travail de leurs collaborateurs avant qu\u2019ils ne deviennent des probl\u00e9matiques.<\/p>\n<h2><span><br \/>\n  <strong>Contr\u00f4ler l\u2019exp\u00e9rience de vos clients<\/strong><br \/>\n<\/span><\/h2>\n<p>N\u2019oubliez pas la modification des interactions de vos clients. \u00c0 mesure que les points de contact en ligne des clients augmentent et que vos employ\u00e9s travaillent \u00e0 distance, il est important de surveiller attentivement le parcours de vos clients pour v\u00e9rifier que vous \u00eates toujours \u00e0 la satisfaction de vos scores CSAT ou NPS d\u00e9sir\u00e9s pendant cette p\u00e9riode cruciale. Apprenez comment faire avec <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Experience Management<\/a>.<\/p>\n<h2><span><br \/>\n  <strong>Prot\u00e9ger vos employ\u00e9s \u00e0 distance avec la s\u00e9curit\u00e9 de Cisco<\/strong><br \/>\n<\/span><\/h2>\n<p>Les employ\u00e9s travaillant \u00e0 domicile peuvent cr\u00e9er de <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/security\/extraordinary-times-ebook.html?CCID=cc001919&#038;DTID=odicdc000509&#038;OID=ebksc022518\">nouveaux probl\u00e8mes<\/a> de s\u00e9curit\u00e9. Pour prot\u00e9ger vos employ\u00e9s d\u2019entreprise et \u00e0 distance, Cisco offre des technologies de s\u00e9curit\u00e9 cl\u00e9s con\u00e7ues pour prot\u00e9ger les travailleurs distants o\u00f9 qu\u2019ils se trouver.<\/p>\n<h2><span><br \/>\n  <strong>R\u00e9sum\u00e9<\/strong><br \/>\n<\/span><\/h2>\n<p>La priorit\u00e9 de Cisco est d\u2019aider nos clients \u00e0 se pr\u00e9parer et \u00e0 s\u2019adapter facilement aux besoins changeants de leur entreprise. Vos employ\u00e9s jouent un r\u00f4le essentiel pour vous aider \u00e0 maintenir la satisfaction des clients et la continuit\u00e9 de l\u2019activit\u00e9 \u2013 aujourd\u2019hui plus que jamais. \u00a0Lorsque vous souciez de vos employ\u00e9s, vous leur attentivement. Ce processus permettra une plus grande implication, une plus grande satisfaction des clients et de meilleurs r\u00e9sultats commerciaux.<\/p>\n<p><strong>En savoir plus Pour apprendre comment configurer des agents \u00e0 distance sur<\/strong>  vos solutions Cisco Contact Center, lisez notre <a href=\"https:\/\/blogs.cisco.com\/collaboration\/a-message-to-our-customers-your-agents-can-work-from-home-with-your-cisco-contact-center-solution\">blog<\/a>.<\/p>\n<p>Pour en savoir plus sur notre solution Cisco Webex le cloud pour d\u00e9ployer rapidement un agent \u00e0 distance, lisez notre <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">blog<\/a>.<\/p>\n<p>Pour en savoir plus sur le Centre de contact Cisco, visitez notre <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/webex-board\/index.html\">site Web<\/a>.<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco aide les entreprises et les call centers \u00e0 contr\u00f4ler l\u2019\u00e9tat de leurs employ\u00e9s pendant leur travail depuis leur domicile.<\/p>\n","protected":false},"author":5507,"featured_media":384676,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[6208],"class_list":["post-384675","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-collaboration-fr","category-experience-client","tag-centre-dappel-en-tant-que-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cisco pr\u00e9sente la solution \u00ab Voix des employ\u00e9s \u00bb sur la gestion de l\u2019exp\u00e9rience Webex \u00e0 partir de la solution d\u2019accueil | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, 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