{"id":11507,"date":"2016-11-01T07:55:03","date_gmt":"2016-11-01T07:55:03","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/5-facons-de-preparer-votre-entreprise-a-lanalyse-de-la-parolesuccess"},"modified":"2026-01-20T05:17:55","modified_gmt":"2026-01-20T05:17:55","slug":"5-facons-de-preparer-votre-entreprise-a-lanalyse-de-la-parolesuccess","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/5-facons-de-preparer-votre-entreprise-a-lanalyse-de-la-parolesuccess\/","title":{"rendered":"5 fa\u00e7ons de pr\u00e9parer votre entreprise \u00e0 l&rsquo;analyse de la paroleSuccess"},"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_4deffd6f99b303ba99c8511311f3c39d\"\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\">5 fa\u00e7ons de pr\u00e9parer votre entreprise \u00e0 l&rsquo;analyse de la paroleSuccess<\/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_4deffd6f99b303ba99c8511311f3c39d\"] {\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%2F5-facons-de-preparer-votre-entreprise-a-lanalyse-de-la-parolesuccess%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%2F5-facons-de-preparer-votre-entreprise-a-lanalyse-de-la-parolesuccess%2F&#038;text=5 fa\u00e7ons de pr\u00e9parer votre entreprise \u00e0 l&rsquo;analyse de la paroleSuccess\"\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%2F5-facons-de-preparer-votre-entreprise-a-lanalyse-de-la-parolesuccess%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;analyse de la parole est une opportunit\u00e9 \u00e9norme pour les marques. Si vous n&rsquo;envisagez pas au moins l&rsquo;analyse vocale pour votre centre de contact, vous risquez de passer \u00e0 c\u00f4t\u00e9 d&rsquo;informations pr\u00e9cieuses susceptibles d&rsquo;am\u00e9liorer l&rsquo;ensemble de l&rsquo;exp\u00e9rience client. Alors que de nombreuses entreprises savent que l&rsquo;analyse de la parole est quelque chose qu&rsquo;elles devraient faire, la question que nous entendons le plus souvent est la suivante : par o\u00f9 commencer ?<\/p>\n<p>&nbsp;<\/p>\n<p>R\u00e9cemment, j&rsquo;ai co-anim\u00e9 un <a href=\"https:\/\/www.calabrio.com\/recorded-webinars\/watch-speech-analytics-best-practices-pitfalls-to-avoid\/\">webinaire<\/a> avec Donna Fluss, pr\u00e9sidente de DMG Consulting, intitul\u00e9 \u00ab\u00a0Speech Analytics : Meilleures pratiques et pi\u00e8ges \u00e0 \u00e9viter\u00a0\u00bb. L&rsquo;objectif \u00e9tait d&rsquo;aider les marques, comme la v\u00f4tre, \u00e0 r\u00e9pondre \u00e0 cette question et \u00e0 s&rsquo;engager sur la voie du succ\u00e8s. Lors de la mise en \u0153uvre de l&rsquo;analyse vocale, la pression est forte pour obtenir rapidement un retour sur investissement.<\/p>\n<p>&nbsp;<\/p>\n<p><span class=\"bctt-click-to-tweet\"><span class=\"bctt-ctt-text\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-interaction-analytics%2Fhow-speech-analytics-set-company-up-for-success%2F&amp;text=Launching%20a%20%23cctr%20%23analytics%20program%3F%20Here%20are%205%20tips%20to%20make%20it%20successful&amp;via=Calabrio&amp;related=Calabrio\">Vous lancez un programme d&rsquo;analyse #cctr ? Voici 5 conseils pour en assurer la r\u00e9ussite  <\/a><\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-interaction-analytics%2Fhow-speech-analytics-set-company-up-for-success%2F&amp;text=Launching%20a%20%23cctr%20%23analytics%20program%3F%20Here%20are%205%20tips%20to%20make%20it%20successful&amp;via=Calabrio&amp;related=Calabrio\" target=\"_blank\" rel=\"noopener\">Partager sur X<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<p>Voici nos cinq meilleurs conseils pour mettre en \u0153uvre un programme efficace d&rsquo;analyse de la parole.<\/p>\n<h3><\/h3>\n<h3>1. Pr\u00e9parez un plan<strong><br \/>\n<\/strong><\/h3>\n<p>Toute mise en \u0153uvre r\u00e9ussie commence par un plan solide. Bien s\u00fbr, vous pouvez (et devez) faire des ajustements et des changements en cours de route, mais vous devez savoir ce que vous voulez accomplir d\u00e8s le d\u00e9part. Il est important de cr\u00e9er votre plan en gardant \u00e0 l&rsquo;esprit les r\u00e9sultats commerciaux souhait\u00e9s. Cela vous aidera \u00e0 d\u00e9finir et \u00e0 g\u00e9rer vos attentes et \u00e0 \u00e9viter le pi\u00e8ge des espoirs irr\u00e9alistes. Pour vous aider \u00e0 poser des bases solides et \u00e0 d\u00e9terminer les objectifs initiaux, de nombreux fournisseurs proposent des services d&rsquo;assistance qui agissent comme une boussole pour le projet. Par exemple, notre <a href=\"https:\/\/www.calabrio.com\/products\/innovation-center\/\">Centre d&rsquo;innovation<\/a> propose des formations et du mat\u00e9riel p\u00e9dagogique, ainsi que l&rsquo;acc\u00e8s \u00e0 nos experts-conseils, afin que nos clients puissent se sentir en confiance dans leur investissement.<\/p>\n<h3>2. Traiter le projet comme une fonction de l&rsquo;entreprise<strong><br \/>\n<\/strong><\/h3>\n<p>Lorsque vous lancez un programme d&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">analyse de la parole<\/a>, il est important de le consid\u00e9rer comme une fonction d&rsquo;entreprise et de susciter l&rsquo;adh\u00e9sion de toute l&rsquo;entreprise. Vous aurez besoin d&rsquo;un soutien transversal et ex\u00e9cutif, et il est essentiel de faire conna\u00eetre les avantages de l&rsquo;analyse vocale pour cr\u00e9er des d\u00e9fenseurs du projet dans tous les services. Les projets les mieux g\u00e9r\u00e9s ont des programmes de gestion du changement compos\u00e9s de quelques personnes ext\u00e9rieures au centre de contact, et vous aurez besoin de ces d\u00e9fenseurs pour vous aider \u00e0 superviser la mise en \u0153uvre. Avec l&rsquo;aide des services des ventes, du marketing, de l&rsquo;informatique et des op\u00e9rations, chaque d\u00e9partement sera en mesure d&rsquo;apporter un \u00e9clairage et une profondeur au plan. Ils peuvent \u00e9galement aider \u00e0 cr\u00e9er des recherches pertinentes afin de comprendre le sentiment des clients et de proc\u00e9der \u00e0 des ajustements futurs.<\/p>\n<h3>3. Pr\u00e9parez-vous \u00e0 quelques victoires rapides<strong><br \/>\n<\/strong><\/h3>\n<p>Lorsque vous mettez en \u0153uvre une nouvelle technologie, les parties prenantes examinent votre projet de pr\u00e8s d\u00e8s le premier jour. C&rsquo;est pourquoi il est important de remporter quelques victoires rapides. La meilleure fa\u00e7on d&rsquo;y parvenir est de d\u00e9finir vos priorit\u00e9s les plus importantes et de d\u00e9terminer celles auxquelles vous souhaitez vous attaquer en premier. Voulez-vous savoir pourquoi vos agents mettent vos clients en attente ? Qu&rsquo;en est-il du sentiment des clients \u00e0 l&rsquo;\u00e9gard d&rsquo;une certaine campagne publicitaire ? Une fois que vous avez compris ce qui se passe dans votre centre de contact autour du sujet choisi, vous pouvez \u00e9valuer la formation, les syst\u00e8mes et les processus afin de r\u00e9soudre le probl\u00e8me sous-jacent. Lorsque vos parties prenantes constateront cette premi\u00e8re victoire, votre cr\u00e9dibilit\u00e9 augmentera.<\/p>\n<h3>4. Partager les r\u00e9sultats<strong><br \/>\n<\/strong><\/h3>\n<p>Bien s\u00fbr, l&rsquo;analyse vocale peut vous aider \u00e0 am\u00e9liorer les performances des agents, mais elle n&rsquo;est pas r\u00e9serv\u00e9e au centre de contact. Les conversations que les agents ont avec les clients fournissent des informations pertinentes pour les produits, les ventes, le marketing et presque tous les autres d\u00e9partements de l&rsquo;organisation. Que se passe-t-il si plusieurs clients ont appel\u00e9 pour demander une caract\u00e9ristique sp\u00e9cifique d&rsquo;un produit ou pour se plaindre d&rsquo;une publicit\u00e9 ? Ces informations sont essentielles \u00e0 la r\u00e9ussite de toute entreprise, alors pourquoi les conserver dans un silo ? La beaut\u00e9 de l&rsquo;analyse vocale est que vous entendez ce que vos clients veulent directement de leur bouche. En partageant ces informations avec le reste de l&rsquo;organisation, <a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">chaque service sera en mesure de remonter \u00e0 la source des probl\u00e8mes<\/a> et de proc\u00e9der \u00e0 des ajustements afin d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience du client.<\/p>\n<p><span class=\"bctt-click-to-tweet\"><span class=\"bctt-ctt-text\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-interaction-analytics%2Fhow-speech-analytics-set-company-up-for-success%2F&amp;text=%23cctr%20leaders%20should%20share%20%23analytics%20results%20throughout%20the%20organization%20for%20improved%20%23CX&amp;via=Calabrio&amp;related=Calabrio\">Les leaders du #cctr devraient partager les r\u00e9sultats de l&rsquo;#analyse dans l&rsquo;ensemble de l&rsquo;organisation pour am\u00e9liorer le #CX <\/a><\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-interaction-analytics%2Fhow-speech-analytics-set-company-up-for-success%2F&amp;text=%23cctr%20leaders%20should%20share%20%23analytics%20results%20throughout%20the%20organization%20for%20improved%20%23CX&amp;via=Calabrio&amp;related=Calabrio\" target=\"_blank\" rel=\"noopener\">Partager sur X<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>5. Appliquer vos conclusions<strong><br \/>\n<\/strong><\/h3>\n<p>La r\u00e9ussite d&rsquo;un programme d&rsquo;analyse vocale repose sur une chose : l&rsquo;application. Il ne suffit pas de partager les r\u00e9sultats ; vous devez \u00e9laborer un plan pour apporter les changements appropri\u00e9s afin de donner \u00e0 vos clients ce qu&rsquo;ils veulent. Il peut s&rsquo;agir de mettre en place un nouveau coaching et une nouvelle formation au sein du centre de contact, ou d&rsquo;ajuster les feuilles de route des produits afin de corriger un d\u00e9faut ou d&rsquo;ajouter une fonctionnalit\u00e9 demand\u00e9e par les clients. <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-mises-a-jour-frequentes-pour-de-meilleurs-produits\/the-benefits-roi-of-speech-analytics-2\/\">Les informations ne sont rien sans application<\/a>, et si les marques veulent vraiment am\u00e9liorer l&rsquo;exp\u00e9rience de leurs clients, c&rsquo;est l\u00e0 que le b\u00e2t blesse.<\/p>\n<p>Vous souhaitez en savoir plus sur les avantages de l&rsquo;analyse vocale pour votre organisation ?  <a href=\"https:\/\/www.calabrio.com\/recorded-webinars\/watch-speech-analytics-best-practices-pitfalls-to-avoid\/\">Regardez l&rsquo;int\u00e9gralit\u00e9 du webinaire.<\/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":40093,"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-11507","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>5 fa\u00e7ons de pr\u00e9parer votre entreprise \u00e0 l&#039;analyse de la paroleSuccess | Calabrio<\/title>\n<meta name=\"description\" content=\"L&#039;analyse de la parole peut r\u00e9v\u00e9ler d&#039;\u00e9normes opportunit\u00e9s pour votre entreprise. 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