{"id":11462,"date":"2016-07-05T15:45:25","date_gmt":"2016-07-05T15:45:25","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/ce-que-les-cablo-operateurs-peuvent-apprendre-a-votre-entreprise-en-matiere-de-service-a-la-clientele"},"modified":"2025-09-02T06:00:10","modified_gmt":"2025-09-02T06:00:10","slug":"ce-que-les-cablo-operateurs-peuvent-apprendre-a-votre-entreprise-en-matiere-de-service-a-la-clientele","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/ce-que-les-cablo-operateurs-peuvent-apprendre-a-votre-entreprise-en-matiere-de-service-a-la-clientele\/","title":{"rendered":"Ce que les c\u00e2blo-op\u00e9rateurs peuvent apprendre \u00e0 votre entreprise en mati\u00e8re de service \u00e0 la client\u00e8le"},"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_17693b9e906d1b88f44c615590d37da7\"\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\">Ce que les c\u00e2blo-op\u00e9rateurs peuvent apprendre \u00e0 votre entreprise en mati\u00e8re de service \u00e0 la client\u00e8le<\/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_17693b9e906d1b88f44c615590d37da7\"] {\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%2Fce-que-les-cablo-operateurs-peuvent-apprendre-a-votre-entreprise-en-matiere-de-service-a-la-clientele%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%2Fce-que-les-cablo-operateurs-peuvent-apprendre-a-votre-entreprise-en-matiere-de-service-a-la-clientele%2F&#038;text=Ce que les c\u00e2blo-op\u00e9rateurs peuvent apprendre \u00e0 votre entreprise en mati\u00e8re de service \u00e0 la client\u00e8le\"\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%2Fce-que-les-cablo-operateurs-peuvent-apprendre-a-votre-entreprise-en-matiere-de-service-a-la-clientele%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>Lorsqu&rsquo;il s&rsquo;agit de fournir un excellent service \u00e0 la client\u00e8le, la plupart des gens diraient que l&rsquo;industrie du c\u00e2ble n&rsquo;est pas vraiment un exemple de satisfaction de la client\u00e8le.<\/p>\n<p>Historiquement, leur r\u00e9putation dans ce domaine a \u00e9t\u00e9 au mieux acceptable, et plus souvent d\u00e9crite comme <a href=\"https:\/\/wjla.com\/news\/business\/nightmarish-call-between-comcast-rep-and-customer-trying-to-cancel-cable-goes-viral-105155\" target=\"_blank\" rel=\"noopener noreferrer\">\u00ab\u00a0cauchemardesque\u00a0\u00bb.<\/a> Si vous vous demandez ce que vous pourriez apprendre en lisant ces lignes, ne vous inqui\u00e9tez pas, je vais vous expliquer.<\/p>\n<p>S&rsquo;il est vrai que les c\u00e2blo-op\u00e9rateurs ont connu des probl\u00e8mes par le pass\u00e9, le dernier <a href=\"https:\/\/www.theacsi.org\/news-and-resources\/customer-satisfaction-reports\/reports-2016\/acsi-telecommunications-report-2016\/acsi-telecommunications-report-2016-download\" target=\"_blank\" rel=\"noopener noreferrer\">rapport sur les t\u00e9l\u00e9communications<\/a> de l&rsquo;American Customer Satisfaction Index (ACSI) indique que l&rsquo;opinion des clients de certaines de ces soci\u00e9t\u00e9s est en fait en hausse. Selon le rapport, les notes de satisfaction des clients de Comcast, le plus grand fournisseur d&rsquo;acc\u00e8s \u00e0 Internet et de services c\u00e2bl\u00e9s des \u00c9tats-Unis, ont augment\u00e9 de 15 % entre 2015 et 2016, passant de 54 \u00e0 62 sur une \u00e9chelle de 100. L&rsquo;am\u00e9lioration de Comcast n&rsquo;est d\u00e9pass\u00e9e que par Time Warner Cable, qui a gagn\u00e9 16 points de pourcentage, passant de 51 \u00e0 59. En outre, Comcast a enregistr\u00e9 au premier trimestre la plus forte augmentation du nombre de clients de la t\u00e9l\u00e9vision par abonnement depuis neuf ans. Comment ont-ils fait ? En investissant de mani\u00e8re significative dans la technologie du service \u00e0 la client\u00e8le.<\/p>\n<p>Disposer des outils n\u00e9cessaires pour \u00e9couter et servir efficacement vos clients n&rsquo;est plus un luxe, c&rsquo;est une n\u00e9cessit\u00e9, et ce dans tous les secteurs d&rsquo;activit\u00e9. De plus en plus d&rsquo;experts <a href=\"https:\/\/blogs.gartner.com\/jake-sorofman\/gartner-surveys-confirm-customer-experience-new-battlefield\/\" target=\"_blank\" rel=\"noopener noreferrer\">s&rsquo;accordent \u00e0 dire<\/a> que l&rsquo;exp\u00e9rience client est le seul v\u00e9ritable facteur de diff\u00e9renciation concurrentielle d&rsquo;une organisation. Le service \u00e0 la client\u00e8le fourni par les agents des centres de contact en est une composante majeure.<\/p>\n<p>Les clients de Calabrio ONE le savent depuis toujours, et ils savent que la mise en place de la bonne technologie leur permet de.. :<\/p>\n<ol>\n<li>\n<h3>Identifier les signaux de conversation<strong><br \/><\/strong><\/h3>\n<p>Les interactions peuvent rester calmes, mais \u00eatre class\u00e9es comme n\u00e9gatives. En identifiant les signaux conversationnels tels que les \u00e9v\u00e9nements de type \u00ab\u00a0talk over\u00a0\u00bb, les organisations peuvent approfondir ces interactions et mieux comprendre le comportement de leurs agents au cours des interactions avec les clients.<\/li>\n<\/ol>\n<ol start=\"2\">\n<li>\n<h3>Quantifier les interactions<strong><br \/><\/strong><\/h3>\n<p>Les agents apprennent des techniques permettant de fid\u00e9liser les clients, telles que la r\u00e9orientation et la r\u00e9ponse aux questions par une question. Malheureusement, ces techniques peuvent se retourner contre vous et conduire \u00e0 des interactions n\u00e9gatives lorsqu&rsquo;un agent est trop persistant. Les logiciels d&rsquo;analyse de la parole dans les centres de contact peuvent quantifier les occurrences de la parole et fournir une meilleure visibilit\u00e9 sur la fr\u00e9quence de r\u00e9p\u00e9tition d&rsquo;une phrase ou d&rsquo;une question.<\/li>\n<\/ol>\n<ol start=\"3\">\n<li>\n<h3>\u00c9valuer la qualit\u00e9 des interactions<\/h3>\n<p>Le bon logiciel permet aux \u00e9valuateurs de qualit\u00e9 d&rsquo;identifier les interactions les plus pertinentes gr\u00e2ce \u00e0 une technologie d&rsquo;analyse vocale simple mais puissante. Par exemple, les \u00e9valuateurs peuvent cibler les interactions dans lesquelles un client dit : \u00ab\u00a0Pourquoi n&rsquo;annulez-vous pas mon service ?\u00a0\u00bb Inversement, les \u00e9valuateurs peuvent \u00e9galement rechercher des phrases qui n&rsquo;ont pas \u00e9t\u00e9 prononc\u00e9es, afin de mesurer la qualit\u00e9 de la performance de l&rsquo;agent par rapport aux scripts ou aux politiques.<\/li>\n<\/ol>\n<ol start=\"4\">\n<li>\n<h3>Faites un effort suppl\u00e9mentaire<strong><br \/><\/strong><\/h3>\n<p>Au-del\u00e0 de la fourniture de logiciels sophistiqu\u00e9s de gestion de centres de contact, Calabrio travaille aussi directement avec les organisations pour d\u00e9velopper des strat\u00e9gies visant \u00e0 am\u00e9liorer la fid\u00e9lisation des clients et le service \u00e0 la client\u00e8le. Un exemple en est nos ateliers Vision, qui dotent les organisations de strat\u00e9gies, d&rsquo;outils et de techniques ax\u00e9s sur le client et bas\u00e9s sur les meilleures pratiques d\u00e9velopp\u00e9es par les principaux praticiens de l&rsquo;optimisation de la main-d&rsquo;\u0153uvre et les experts du secteur.<\/li>\n<\/ol>\n<p>M\u00eame si des entreprises comme Comcast ont encore du chemin \u00e0 parcourir sur l&rsquo;\u00e9chelle de la satisfaction de la client\u00e8le, leur bond dans la bonne direction est un v\u00e9ritable testament de la puissance de la technologie du service \u00e0 la client\u00e8le et de la raison pour laquelle chaque entreprise devrait consacrer des ressources au bon logiciel de gestion de centre de contact.<\/p>\n<p>D\u00e9couvrez comment l&rsquo;analyse de la voix du client aide les entreprises \u00e0 <a href=\"https:\/\/www.calabrio.com\/multichannel-analytics-contact-center\/\">am\u00e9liorer la satisfaction de leurs clients<\/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":5873,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11462","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Ce que les c\u00e2blo-op\u00e9rateurs peuvent apprendre \u00e0 votre entreprise en mati\u00e8re de service \u00e0 la client\u00e8le | Calabrio<\/title>\n<meta name=\"description\" content=\"Les c\u00e2blo-op\u00e9rateurs am\u00e9liorent leurs efforts en mati\u00e8re de service \u00e0 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