{"id":11436,"date":"2016-04-05T12:00:00","date_gmt":"2016-04-05T12:00:00","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/lomnichannel-est-la-les-arguments-en-faveur-dun-centre-de-contact-numerique"},"modified":"2025-07-17T11:02:11","modified_gmt":"2025-07-17T11:02:11","slug":"lomnichannel-est-la-les-arguments-en-faveur-dun-centre-de-contact-numerique","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/lomnichannel-est-la-les-arguments-en-faveur-dun-centre-de-contact-numerique\/","title":{"rendered":"L&rsquo;omnichannel est l\u00e0 : Les arguments en faveur d&rsquo;un centre de contact num\u00e9rique"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_6e88856af4aa192fd523e421f5a0612a\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Analytique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">L&rsquo;omnichannel est l\u00e0 : Les arguments en faveur d&rsquo;un centre de contact num\u00e9rique<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_6e88856af4aa192fd523e421f5a0612a\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Flomnichannel-est-la-les-arguments-en-faveur-dun-centre-de-contact-numerique%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Flomnichannel-est-la-les-arguments-en-faveur-dun-centre-de-contact-numerique%2F&#038;text=L&rsquo;omnichannel est l\u00e0 : Les arguments en faveur d&rsquo;un centre de contact num\u00e9rique\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Flomnichannel-est-la-les-arguments-en-faveur-dun-centre-de-contact-numerique%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Il est temps d&rsquo;ouvrir les possibilit\u00e9s de votre centre de contact avec une approche omnicanale<\/p>\n<p>Beaucoup d&rsquo;entre nous utilisent la navigation GPS lorsqu&rsquo;ils conduisent pour \u00e9viter de se perdre en route vers une destination. Cependant, un bon GPS n&rsquo;est pas statique ; il vous proposera des itin\u00e9raires alternatifs en fonction du trafic et des fermetures de routes. Essentiellement, elle sait qu&rsquo;il n&rsquo;y a jamais qu&rsquo;une seule fa\u00e7on d&rsquo;arriver quelque part et elle adapte sa strat\u00e9gie en cons\u00e9quence.<\/p>\n<p>De la m\u00eame mani\u00e8re, les clients choisissent d&rsquo;utiliser diff\u00e9rents canaux pour r\u00e9pondre \u00e0 leurs besoins sp\u00e9cifiques (\u00e9viter les conflits, commodit\u00e9, rapidit\u00e9\/imm\u00e9diatet\u00e9, etc.), tout comme les syst\u00e8mes GPS proposent diff\u00e9rents itin\u00e9raires pour r\u00e9pondre \u00e0 des besoins sp\u00e9cifiques (par exemple, commodit\u00e9, itin\u00e9raire le plus rapide, \u00e9viter les p\u00e9ages, etc.) Les entreprises adoptant de plus en plus cette approche omnicanale, la capacit\u00e9 du centre de contact \u00e0 analyser les donn\u00e9es provenant de tous ces canaux en un seul ensemble complet rev\u00eat d\u00e9sormais une importance accrue. Ce faisant, le centre de contact peut aller au-del\u00e0 de l&rsquo;interaction traditionnelle &#8211; il peut v\u00e9ritablement acqu\u00e9rir une vision holistique de ses clients et devenir l&rsquo;un des outils d&rsquo;engagement client les plus efficaces de l&rsquo;arsenal d&rsquo;une entreprise.<\/p>\n<p>Compte tenu de l&rsquo;\u00e9tendue des technologies modernes, il est logique que les clients interagissent avec les entreprises en utilisant les m\u00eames canaux que ceux qu&rsquo;ils utilisent \u00e0 des fins personnelles &#8211; et le t\u00e9l\u00e9phone n&rsquo;en fait pas toujours partie. Elle a \u00e9volu\u00e9 pour inclure les courriels, les m\u00e9dias sociaux et les messages textuels, de sorte que les entreprises peuvent d\u00e9sormais analyser les donn\u00e9es provenant de plusieurs sources pour comprendre le comportement des clients.<\/p>\n<p>Cependant, si un centre de contact examine les donn\u00e9es de chaque canal dans un silo, l&rsquo;organisation n&rsquo;a d&rsquo;autre choix que d&rsquo;examiner les donn\u00e9es fragment\u00e9es du centre de contact dans un silo. Si le centre de contact et l&rsquo;organisation dans son ensemble continuent d&rsquo;adopter une approche cloisonn\u00e9e, ils passeront \u00e0 c\u00f4t\u00e9 d&rsquo;informations pr\u00e9cieuses susceptibles d&rsquo;orienter les strat\u00e9gies d&rsquo;engagement des clients. En ne proc\u00e9dant pas \u00e0 des ajustements et \u00e0 des changements sur la base de ces informations, elles s&rsquo;exposent \u00e0 une mauvaise interaction avec les clients et, en fin de compte, \u00e0 une d\u00e9saffection de la part de ces derniers.<\/p>\n<p>Si un centre de contact peut int\u00e9grer des donn\u00e9es provenant de tous les aspects de l&rsquo;approche omnicanale, l&rsquo;entreprise dans son ensemble a la possibilit\u00e9 de traiter le centre de contact comme une autre \u00e9tape du parcours du client. Les donn\u00e9es d&rsquo;apr\u00e8s-vente affecteront les strat\u00e9gies d&rsquo;avant-vente, et le centre de contact peut ajuster ses efforts en utilisant la vue la plus compl\u00e8te possible des donn\u00e9es relatives \u00e0 l&rsquo;engagement des clients. Cela confirmera l&rsquo;importance du centre de contact pour l&rsquo;ensemble de l&rsquo;organisation, et pas seulement pour la relation avec le client apr\u00e8s la vente. Avec la collecte et l&rsquo;analyse d&rsquo;un nombre croissant de donn\u00e9es, le centre de contact deviendra de plus en plus essentiel \u00e0 la strat\u00e9gie globale d&rsquo;une marque.<\/p>\n<p>Si l&rsquo;analyse des multiples voies de communication est une excellente approche de d\u00e9part pour le centre de contact, ce n&rsquo;est pas la fin du voyage. L&rsquo;important est d&rsquo;analyser ces donn\u00e9es <em>sur l&rsquo;ensemble des<\/em> canaux afin d&rsquo;obtenir une vision compl\u00e8te du client, puis de transmettre ces r\u00e9sultats \u00e0 l&rsquo;ensemble de l&rsquo;organisation. Cela permet non seulement au centre de contact de mieux comprendre le client, mais aussi \u00e0 la marque de prendre des d\u00e9cisions plus \u00e9clair\u00e9es. En s&rsquo;appuyant sur leurs strat\u00e9gies omnicanales existantes pour inclure une vue cumulative des donn\u00e9es clients, le centre de contact peut \u00eatre plus efficace, plus r\u00e9actif et plus responsable. Ensuite, \u00e0 l&rsquo;instar d&rsquo;un bon GPS, l&rsquo;entreprise peut ajuster et am\u00e9liorer ses strat\u00e9gies tout en fournissant les meilleures m\u00e9thodes possibles pour permettre au client de poursuivre son voyage.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":234,"featured_media":5937,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11436","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L&#039;omnichannel est l\u00e0 : Les arguments en faveur 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