{"id":11458,"date":"2016-06-09T08:02:52","date_gmt":"2016-06-09T08:02:52","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/les-3-principaux-enseignements-du-rapport-devaluation-comparative-des-centres-de-contact-mondiaux-2016"},"modified":"2025-02-20T22:14:21","modified_gmt":"2025-02-20T22:14:21","slug":"les-3-principaux-enseignements-du-rapport-devaluation-comparative-des-centres-de-contact-mondiaux-2016","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/les-3-principaux-enseignements-du-rapport-devaluation-comparative-des-centres-de-contact-mondiaux-2016\/","title":{"rendered":"Les 3 principaux enseignements du rapport d&rsquo;\u00e9valuation comparative des centres de contact mondiaux 2016"},"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_c57730ff4140fb2fc06e11e72f58beb7\"\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\">Digitale Transformation <\/p>\n\t\t\t\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\">Les 3 principaux enseignements du rapport d&rsquo;\u00e9valuation comparative des centres de contact mondiaux 2016<\/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_c57730ff4140fb2fc06e11e72f58beb7\"] {\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%2Fles-3-principaux-enseignements-du-rapport-devaluation-comparative-des-centres-de-contact-mondiaux-2016%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%2Fles-3-principaux-enseignements-du-rapport-devaluation-comparative-des-centres-de-contact-mondiaux-2016%2F&#038;text=Les 3 principaux enseignements du rapport d&rsquo;\u00e9valuation comparative des centres de contact mondiaux 2016\"\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%2Fles-3-principaux-enseignements-du-rapport-devaluation-comparative-des-centres-de-contact-mondiaux-2016%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>L&rsquo;environnement des centres de contact \u00e9volue toujours rapidement<\/p>\n<p>S&rsquo;il est une chose que j&rsquo;ai apprise en travaillant dans ce secteur depuis plus de dix ans, c&rsquo;est que lorsque les choses changent, elles changent tr\u00e8s vite. Chez Calabrio, nous aimons rester \u00e0 l&rsquo;avant-garde afin de pouvoir r\u00e9pondre aux besoins de nos clients l\u00e0 o\u00f9 ils veulent \u00eatre demain, et non pas l\u00e0 o\u00f9 ils \u00e9taient hier. Nous y parvenons de diff\u00e9rentes mani\u00e8res, notamment en nous tenant au courant des recherches men\u00e9es dans le secteur.<\/p>\n<p>L&rsquo;un des endroits o\u00f9 je cherche des tendances est le <a href=\"https:\/\/dimensiondatacx.com\/\">rapport 2016 de Dimension Data sur l&rsquo;\u00e9valuation comparative des centres de contact mondiaux<\/a>, l&rsquo;enqu\u00eate la plus compl\u00e8te sur les centres de contact mondiaux dans l&rsquo;industrie. Vous trouverez ci-dessous les trois principales conclusions du rapport et ce que vous pouvez faire pour que votre entreprise garde une longueur d&rsquo;avance.<\/p>\n<h3>1. Les canaux num\u00e9riques repr\u00e9sentent d\u00e9sormais 42 % de toutes les interactions avec les centres de contact.<\/h3>\n<p>Non seulement les interactions num\u00e9riques ont gagn\u00e9 du terrain en 2016, mais les interactions num\u00e9riques, telles que le chat, le courrier \u00e9lectronique, les m\u00e9dias sociaux, les SMS, etc. sont en passe de d\u00e9passer les interactions t\u00e9l\u00e9phoniques d&rsquo;ici le d\u00e9but de l&rsquo;ann\u00e9e 2017.<br \/><br class=\"none\"><strong>Ce que vous pouvez faire :<\/strong> Mettez en place une strat\u00e9gie omnicanale. Les mill\u00e9niaux d\u00e9passent les g\u00e9n\u00e9rations plus anciennes en tant que groupe dominant en mati\u00e8re d&rsquo;achat et de prise de d\u00e9cision. Ils veulent pouvoir contacter votre entreprise sur les canaux o\u00f9 ils se sentent le plus \u00e0 l&rsquo;aise. Si votre entreprise n&rsquo;utilise pas encore ces canaux de mani\u00e8re efficace, il est temps de commencer.<\/p>\n<h3>2. 80 % des entreprises consid\u00e8rent d\u00e9sormais l&rsquo;exp\u00e9rience client comme un facteur de diff\u00e9renciation concurrentielle.<\/h3>\n<p>Consid\u00e9rez le sc\u00e9nario suivant : Michelle envisage d&rsquo;ouvrir un nouveau compte courant, mais elle n&rsquo;est pas s\u00fbre de choisir la banque A ou la banque B. Apr\u00e8s avoir fait des recherches sur chacune d&rsquo;entre elles pour en savoir plus sur les offres de compte, elle se rend compte que les deux banques proposent essentiellement la m\u00eame offre. Cependant, la banque A l&rsquo;a mise en attente pendant longtemps, ne s&rsquo;est jamais adress\u00e9e \u00e0 elle par son nom, a voulu lui vendre des services qu&rsquo;elle ne recherchait pas et a sembl\u00e9 press\u00e9e de lui faire raccrocher le t\u00e9l\u00e9phone. C&rsquo;est cette exp\u00e9rience qui a finalement d\u00e9cid\u00e9 Michelle \u00e0 choisir la banque B. Bien que cette anecdote puisse sembler exag\u00e9r\u00e9e, la v\u00e9rit\u00e9 est que vos clients sont confront\u00e9s chaque jour \u00e0 des exp\u00e9riences de service \u00e0 la client\u00e8le similaires.<br \/><br class=\"none\"><strong>Ce que vous pouvez faire : <\/strong>Investissez dans des outils et des technologies d&rsquo;analyse qui aideront votre entreprise \u00e0 mesurer la satisfaction des clients et \u00e0 la suivre dans le temps. Ces donn\u00e9es vous aideront non seulement \u00e0 identifier les domaines probl\u00e9matiques (par exemple, les temps d&rsquo;attente moyens sont trop longs), mais aussi \u00e0 relier l&rsquo;exp\u00e9rience client \u00e0 d&rsquo;autres aspects importants de votre activit\u00e9, tels que les ventes, la fid\u00e9lisation de la client\u00e8le et l&rsquo;engagement des employ\u00e9s. Apr\u00e8s tout, vous ne pouvez pas am\u00e9liorer ce que vous ne pouvez pas mesurer. Et si vous pensez que vos concurrents ne cherchent pas activement \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience de leurs clients, d\u00e9trompez-vous.<\/p>\n<h3>3. Plus de 60 % des entreprises planifient d\u00e9sormais l&rsquo;utilisation de l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e.<\/h3>\n<p>Les avantages de l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e sont nombreux. Outre la r\u00e9duction des co\u00fbts, dans de nombreux cas, les solutions en nuage permettent d&rsquo;acc\u00e9der \u00e0 de nouvelles fonctionnalit\u00e9s sans les co\u00fbts associ\u00e9s \u00e0 la maintenance et aux mises \u00e0 niveau.<br \/><br class=\"none\"><strong>Ce que vous pouvez faire : <\/strong>S&rsquo;il est clair que la technologie en nuage est l\u00e0 pour rester, vous n&rsquo;\u00eates pas oblig\u00e9 de tout transf\u00e9rer en m\u00eame temps. Les solutions cloud hybrides, qui peuvent combiner des syst\u00e8mes existants avec des technologies de pointe, constituent une option parfaite et de plus en plus populaire pour les entreprises qui ne sont pas s\u00fbres ou qui ne peuvent pas basculer compl\u00e8tement. En outre, si les co\u00fbts initiaux de migration vous ont frein\u00e9, je vous recommande de jeter un coup d&rsquo;\u0153il au dernier livre \u00e9lectronique de Calabrio sur le <a href=\"https:\/\/www.calabrio.com\/total-cost-of-ownership-ebook\/\">co\u00fbt total de possession<\/a>. Vous y trouverez de nombreux conseils pour r\u00e9fl\u00e9chir de mani\u00e8re plus globale aux co\u00fbts des outils de votre centre de contact, afin de prendre une d\u00e9cision en toute connaissance de cause.<\/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":5897,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[208,190],"tags":[187,192,195,197],"blog-languages":[],"class_list":["post-11458","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digitale-transformation","category-transformation-numerique","tag-einblicke-in-das-kundenerlebnis","tag-lexperience-du-client","tag-nuage","tag-wolke"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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