{"id":11443,"date":"2016-04-20T16:27:00","date_gmt":"2016-04-20T16:27:00","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/3-raisons-pour-lesquelles-votre-centre-de-contact-doit-passer-au-numerique"},"modified":"2025-02-20T12:50:22","modified_gmt":"2025-02-20T12:50:22","slug":"3-raisons-pour-lesquelles-votre-centre-de-contact-doit-passer-au-numerique","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/3-raisons-pour-lesquelles-votre-centre-de-contact-doit-passer-au-numerique\/","title":{"rendered":"3 raisons pour lesquelles votre centre de contact doit passer au 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_3524b34d0d3539ae28a273700e063c30\"\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\">Transformation num\u00e9rique <\/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\">3 raisons pour lesquelles votre centre de contact doit passer au 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)]\" 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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%2F3-raisons-pour-lesquelles-votre-centre-de-contact-doit-passer-au-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%2F3-raisons-pour-lesquelles-votre-centre-de-contact-doit-passer-au-numerique%2F&#038;text=3 raisons pour lesquelles votre centre de contact doit passer au 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 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style=\"color: #080F21\"><p>Lorsque vous fermez les yeux et imaginez un centre de contact, que voyez-vous ? S&rsquo;agit-il d&rsquo;une pi\u00e8ce sombre et poussi\u00e9reuse remplie de rang\u00e9es d&rsquo;agents portant des \u00e9couteurs et r\u00e9pondant sans enthousiasme aux r\u00e9clamations des clients ? Ou bien s&rsquo;agit-il d&rsquo;un environnement dynamique et en pleine effervescence, \u00e9quip\u00e9 des technologies d&rsquo;analyse et d&rsquo;engagement des clients du<sup>21e<\/sup> si\u00e8cle, qui permettent aux entreprises de pr\u00e9voir les besoins de leurs clients ?<\/p>\n<p>Si vous avez vu la deuxi\u00e8me sc\u00e8ne, bienvenue dans l&rsquo;\u00e8re num\u00e9rique &#8211; et la nouvelle r\u00e9alit\u00e9 &#8211; du centre de contact. Si vous avez vu le premier, il est temps de vous joindre \u00e0 nous.<\/p>\n<p>Les entreprises <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/customer-experience\/steps-improve-customer-experience-omnichannel\/\">adoptant<\/a> de plus en plus <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/customer-experience\/steps-improve-customer-experience-omnichannel\/\">une approche omnicanale<\/a> de l&rsquo;engagement des clients, la capacit\u00e9 du centre de contact \u00e0 analyser les donn\u00e9es provenant de chaque canal rev\u00eat une importance nouvelle.<\/p>\n<p><strong>Mais si le co\u00fbt du passage au num\u00e9rique semble encore l&#8217;emporter sur les avantages pour votre \u00e9quipe, voici trois raisons pour lesquelles vous devriez reconsid\u00e9rer la question.<\/strong><\/p>\n<ol>\n<li><strong>Vos clients cherchent d\u00e9j\u00e0 \u00e0 entrer en contact avec vous par voie num\u00e9rique.<\/strong><br \/>\u00c9tant donn\u00e9 l&rsquo;omnipr\u00e9sence des canaux de communication personnels aujourd&rsquo;hui &#8211; Facebook, Twitter, What&rsquo;sApp, Slack, etc. &#8211; il n&rsquo;est pas surprenant que de nombreux clients, en particulier ceux des g\u00e9n\u00e9rations X et Y, utilisent ces m\u00eames canaux pour contacter les entreprises aupr\u00e8s desquelles ils ach\u00e8tent.<br \/>L&rsquo;\u00e9poque o\u00f9 le premier r\u00e9flexe d&rsquo;un client \u00e9tait de d\u00e9crocher son t\u00e9l\u00e9phone pour contacter son fournisseur de c\u00e2ble ou sa compagnie a\u00e9rienne est r\u00e9volue. Les clients \u00e9crivent des courriels, publient des messages sur les m\u00e9dias sociaux et envoient des SMS pour entrer en contact avec votre entreprise. Pourquoi ? D&rsquo;une part, c&rsquo;est plus pratique. Nombreux sont ceux qui ont compris qu&rsquo;il est plus rapide de \u00ab\u00a0se rendre sur la Twittersph\u00e8re\u00a0\u00bb que d&rsquo;attendre en ligne ou de naviguer dans des menus automatis\u00e9s.<\/li>\n<li>L<strong>&lsquo;analyse des multiples voies de communication n&rsquo;est qu&rsquo;un d\u00e9but.<\/strong><br \/>L&rsquo;important est d&rsquo;analyser les donn\u00e9es \u00e0 <em>travers les<\/em> canaux, plut\u00f4t qu&rsquo;en silos, afin de d\u00e9velopper une vision compl\u00e8te du client.<br \/>Par cons\u00e9quent, les entreprises doivent \u00eatre en mesure d&rsquo;analyser et d&rsquo;agr\u00e9ger les donn\u00e9es provenant de chacun de ces canaux d&rsquo;interaction afin de mieux comprendre leurs clients. Si elles ne le font pas, elles risquent de passer \u00e0 c\u00f4t\u00e9 d&rsquo;informations pr\u00e9cieuses, ce qui se traduira par une mauvaise interaction avec les clients et une d\u00e9saffection de ces derniers.<\/li>\n<li><strong>Apr\u00e8s avoir r\u00e9ussi \u00e0 int\u00e9grer les donn\u00e9es omnicanales, le centre de contact a la possibilit\u00e9 d&rsquo;\u00eatre consid\u00e9r\u00e9 par les dirigeants comme une \u00e9tape fondamentale du parcours du client<\/strong>.<br \/>C&rsquo;est important car les centres de contact sont souvent ignor\u00e9s lors de la prise de d\u00e9cisions concernant les strat\u00e9gies de vente et de marketing.<br \/>Ce n&rsquo;est pas que les dirigeants ne consid\u00e8rent pas ces informations comme pr\u00e9cieuses, mais il y a un malentendu sur le point de d\u00e9part et d&rsquo;arriv\u00e9e du parcours du client.<\/li>\n<\/ol>\n<p>La r\u00e9alit\u00e9, c&rsquo;est que cela ne s&rsquo;arr\u00eate pas. Les donn\u00e9es relatives \u00e0 l&rsquo;apr\u00e8s-vente sont tout aussi pertinentes pour la strat\u00e9gie d&rsquo;avant-vente que la segmentation de l&rsquo;audience. Il est donc essentiel que les centres de contact se fassent une place \u00e0 la table. Sans les donn\u00e9es du centre de contact omnicanal, les dirigeants n&rsquo;ont qu&rsquo;une vision limit\u00e9e des clients, ce qui peut avoir un impact n\u00e9gatif sur la strat\u00e9gie globale d&rsquo;une marque.<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/recorded-webinars\/watch-how-to-optimize-multichannel-support\/\">D\u00e9couvrez comment l&rsquo;omnichannel incite les centres de contact \u00e0 passer au num\u00e9rique.<\/a><\/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":264,"featured_media":5925,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[190],"tags":[188,192],"blog-languages":[],"class_list":["post-11443","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-transformation-numerique","tag-analyse-de-la-clientele","tag-lexperience-du-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 raisons pour lesquelles votre centre de contact doit passer au num\u00e9rique | Calabrio<\/title>\n<meta name=\"description\" content=\"Les clients s&#039;adressent \u00e0 votre entreprise de diff\u00e9rentes mani\u00e8res, et votre centre de contact doit \u00eatre 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