{"id":11479,"date":"2016-09-21T11:55:48","date_gmt":"2016-09-21T11:55:48","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/comment-la-technologie-analytique-modifie-le-centre-de-contact"},"modified":"2025-02-20T21:19:18","modified_gmt":"2025-02-20T21:19:18","slug":"comment-la-technologie-analytique-modifie-le-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/comment-la-technologie-analytique-modifie-le-centre-de-contact\/","title":{"rendered":"Comment la technologie analytique modifie le centre de contact"},"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_16600c13f93b1b5c172b50d58dd39667\"\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\">Comment la technologie analytique modifie le centre de contact<\/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_16600c13f93b1b5c172b50d58dd39667\"] {\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%2Fcomment-la-technologie-analytique-modifie-le-centre-de-contact%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%2Fcomment-la-technologie-analytique-modifie-le-centre-de-contact%2F&#038;text=Comment la technologie analytique modifie le centre de contact\"\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%2Fcomment-la-technologie-analytique-modifie-le-centre-de-contact%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>Le centre de contact en tant que moteur de profit ne cesse d&rsquo;appara\u00eetre sur les listes des principales tendances commerciales pour 2016. Les enqu\u00eates montrent que 3 organisations sur 4 consid\u00e8rent d\u00e9sormais le centre de contact comme un \u00e9l\u00e9ment cl\u00e9 de diff\u00e9renciation, et non plus comme un simple centre de co\u00fbts. Malgr\u00e9 ces grands discours, la plupart des organisations ne parviennent pas \u00e0 tirer une valeur commerciale de leurs centres de contact.<\/p>\n<p>L&rsquo;ann\u00e9e derni\u00e8re, les centres de contact am\u00e9ricains ont enregistr\u00e9 plus de 200 milliards de minutes d&rsquo;appels entrants. Cela repr\u00e9sente plus de 200 milliards de minutes pendant lesquelles vos clients vous disent qui ils sont et ce qu&rsquo;ils veulent. Pourtant, l&rsquo;organisation moyenne n&rsquo;analyse que 2 % de ces interactions, et la plupart de ces analyses ont un objectif r\u00e9actif et correctif.<\/p>\n<p><strong>Pourquoi tant d&rsquo;organisations laissent-elles la voix de leurs clients dormir sur place, dans une bo\u00eete sur une \u00e9tag\u00e8re, au lieu de mettre ces donn\u00e9es au service d&rsquo;un changement proactif ?  <\/strong><\/p>\n<p>Parce que la plupart d&rsquo;entre eux n&rsquo;ont pas les outils n\u00e9cessaires pour saisir et utiliser les donn\u00e9es qu&rsquo;ils collectent &#8211; et beaucoup ignorent m\u00eame que ces outils existent. Outre le faible niveau de saisie des donn\u00e9es, pr\u00e8s de la moiti\u00e9 des organisations (40 %) ne disposent pas de capacit\u00e9s d&rsquo;analyse des centres de contact. Tout aussi grave : 52% des centres de contact ne partagent pas les informations sur les clients avec le reste de l&rsquo;entreprise.<\/p>\n<p>Heureusement, les nouvelles technologies offrent aujourd&rsquo;hui des fonctionnalit\u00e9s intuitives permettant d&rsquo;exploiter le pouvoir de ces voix de clients.<\/p>\n<p>Les entreprises leaders tirent parti de ces solutions d&rsquo;analyse int\u00e9gr\u00e9es pour capturer toutes les interactions avec leurs clients, transformer ces conversations en donn\u00e9es hautement exploitables et appliquer des analyses intelligentes pour en extraire des informations significatives. Et ils utilisent ces informations pour faire bien plus que de calmer les clients m\u00e9contents &#8211; ils alignent ces informations sur les objectifs et les r\u00e9sultats cl\u00e9s de l&rsquo;ensemble de l&rsquo;entreprise.<\/p>\n<p>Voici quelques-unes des fa\u00e7ons dont les grandes entreprises utilisent l&rsquo;analyse des interactions avec les clients pour faire de leurs centres de contact un moteur de profit pour leur organisation :<\/p>\n<ul>\n<li>Ils rendent leurs agents plus intelligents afin d&rsquo;am\u00e9liorer les interactions.<\/li>\n<li>Ils permettent aux vendeurs de mieux comprendre les attentes de leurs clients.<\/li>\n<li>Ils affinent leurs efforts de marketing pour en avoir plus pour leur argent.<\/li>\n<li>Ils am\u00e9liorent l&rsquo;efficacit\u00e9, augmentent la fid\u00e9lisation des clients, acc\u00e9l\u00e8rent les ventes et cr\u00e9ent de nouvelles opportunit\u00e9s de revenus.<\/li>\n<\/ul>\n<p>Vos clients parlent. \u00cates-vous \u00e0 l&rsquo;\u00e9coute ?<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">D\u00e9couvrez comment transformer votre centre de contact en un centre d&rsquo;intelligence client dans ce livre blanc gratuit.<\/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":203,"featured_media":5833,"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-11479","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>Comment la technologie analytique modifie le centre de contact | Calabrio<\/title>\n<meta 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