{"id":11535,"date":"2017-04-13T17:05:58","date_gmt":"2017-04-13T17:05:58","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/3-raisons-pour-lesquelles-lanalyse-des-centres-de-contact-echoue"},"modified":"2024-12-30T19:55:42","modified_gmt":"2024-12-30T19:55:42","slug":"3-raisons-pour-lesquelles-lanalyse-des-centres-de-contact-echoue","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/3-raisons-pour-lesquelles-lanalyse-des-centres-de-contact-echoue\/","title":{"rendered":"3 raisons pour lesquelles l&rsquo;analyse des centres de contact \u00e9choue"},"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_239bf9d9d42d84e3505f0ea6263a5579\"\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\">Meilleures pratiques <\/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 l&rsquo;analyse des centres de contact \u00e9choue<\/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_239bf9d9d42d84e3505f0ea6263a5579\"] {\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%2F3-raisons-pour-lesquelles-lanalyse-des-centres-de-contact-echoue%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-lanalyse-des-centres-de-contact-echoue%2F&#038;text=3 raisons pour lesquelles l&rsquo;analyse des centres de contact \u00e9choue\"\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%2F3-raisons-pour-lesquelles-lanalyse-des-centres-de-contact-echoue%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>Des informations opportunes sur le comportement des clients. Une meilleure compr\u00e9hension de ce que vivent vos clients. Des agents du centre de contact plus heureux. Des clients plus fid\u00e8les. \u00c7a a l&rsquo;air bien, non ? Le potentiel d&rsquo;analyse des centres de contact est \u00e9lev\u00e9. Mais la r\u00e9alit\u00e9 n&rsquo;est souvent pas \u00e0 la hauteur, ce qui entra\u00eene l&rsquo;\u00e9chec de l&rsquo;analyse du centre de contact. Voici trois raisons principales.<\/p>\n<h3>1. Confusion sur les \u00ab\u00a0analyses\u00a0\u00bb des centres de contact<\/h3>\n<p>Le plus grand probl\u00e8me auquel se heurte l&rsquo;analyse des centres de contact est tout simplement la confusion sur ce qu&rsquo;elle est et sur ce qu&rsquo;elle fait. Il se peut que vous et vos cadres ne soyez pas sur la m\u00eame longueur d&rsquo;onde en ce qui concerne la d\u00e9finition, l&rsquo;objectif et les r\u00e9sultats de l&rsquo;analyse dans votre centre de contact. Et si vous n&rsquo;\u00eates pas sur la m\u00eame longueur d&rsquo;onde, des informations importantes peuvent tomber dans l&rsquo;oreille d&rsquo;un sourd.<\/p>\n<p>Pour beaucoup de gens, \u00ab\u00a0analyse\u00a0\u00bb est synonyme de \u00ab\u00a0chiffres\u00a0\u00bb. Ils ont du mal \u00e0 accepter les repr\u00e9sentations et les informations plus \u00ab\u00a0douces\u00a0\u00bb issues de l&rsquo;analyse riche d&rsquo;aujourd&rsquo;hui. Cependant, ces r\u00e9sultats plus modestes peuvent avoir une valeur immense et g\u00e9n\u00e9rer des r\u00e9sultats tangibles pour votre entreprise. Les dirigeants et les parties prenantes n\u00e9gligent leurs efforts d&rsquo;analyse s&rsquo;ils se limitent \u00e0 cet \u00e9tat d&rsquo;esprit h\u00e9rit\u00e9 des chiffres.<\/p>\n<p>Le th\u00e8me du multicanal peut \u00e9galement pr\u00eater \u00e0 confusion. L&rsquo;analyse des donn\u00e9es provenant d&rsquo;un seul canal est d\u00e9j\u00e0 difficile &#8211; les dirigeants peuvent \u00eatre carr\u00e9ment paralys\u00e9s par l&rsquo;ind\u00e9cision lorsqu&rsquo;ils sont confront\u00e9s \u00e0 l&rsquo;id\u00e9e d&rsquo;analyser plusieurs canaux de communication. Pourtant, l&rsquo;engagement multicanal des clients et les analyses associ\u00e9es sont indispensables si vous voulez vraiment comprendre (et optimiser) l&rsquo;exp\u00e9rience globale du client.<\/p>\n<p>Enfin, certains des r\u00e9sultats les plus surprenants et les plus r\u00e9v\u00e9lateurs de l&rsquo;analyse sont involontaires. Si vous ou vos parties prenantes ignorez des informations importantes parce que vous \u00eates trop rigides, vous risquez de passer \u00e0 c\u00f4t\u00e9 de probl\u00e8mes non d\u00e9tect\u00e9s auparavant ou d&rsquo;opportunit\u00e9s inconnues qui pourraient entra\u00eener des changements significatifs pour votre entreprise.<\/p>\n<h3>2. Planification inad\u00e9quate<\/h3>\n<p>Les entreprises qui mettent en \u0153uvre l&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/video\/calabrio-analytics\/calabrio-analytics-2\/\">analyse des centres de contact <\/a>mettent essentiellement en \u0153uvre un type de gestion du changement. Et toute gestion du changement est une entreprise \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise qui, pour r\u00e9ussir, n\u00e9cessite le soutien de la direction et une bonne dose de planification.<\/p>\n<p>Mais le plus souvent, la planification de ces projets est insuffisante, voire inexistante. Nous voyons souvent :<\/p>\n<ul>\n<li>Pas ou peu d&rsquo;implication des experts internes en la mati\u00e8re qui comprennent le mieux les clients et l&rsquo;exp\u00e9rience client.<\/li>\n<li>Le manque d&rsquo;adh\u00e9sion de l&rsquo;\u00e9quipe dirigeante qui ne comprend pas &#8211; et n&rsquo;est pas pr\u00eate \u00e0 accepter &#8211; le nouveau type d&rsquo;informations fournies par les outils d&rsquo;analyse actuels.<\/li>\n<li>Manque d&rsquo;adh\u00e9sion de la part des autres parties prenantes internes qui doivent fournir une contribution continue.<\/li>\n<li>L&rsquo;absence d&rsquo;un processus formalis\u00e9 de collecte d&rsquo;id\u00e9es et de contributions.<\/li>\n<li>Manque de r\u00e9ceptivit\u00e9 objective aux observations et suggestions formul\u00e9es par des personnes ext\u00e9rieures \u00e0 l&rsquo;\u00e9quipe de projet.<\/li>\n<li>Manque de comp\u00e9tences et de diversit\u00e9 interfonctionnelle au sein de l&rsquo;\u00e9quipe charg\u00e9e du projet d&rsquo;analyse.<\/li>\n<li>Il n&rsquo;y a pas de refuge o\u00f9 les agents de premi\u00e8re ligne peuvent librement partager leurs id\u00e9es, leurs points de vue et leurs observations.<\/li>\n<li>Pas de leaders formels et informels identifi\u00e9s pour d\u00e9fendre le projet en interne.<\/li>\n<li>Pas de responsabilisation des membres de l&rsquo;\u00e9quipe d&rsquo;analyse.<\/li>\n<li>Pas de soutien programmatique ni de strat\u00e9gie de formation pour pr\u00e9venir l&rsquo;\u00e9puisement ou la d\u00e9moralisation des membres de l&rsquo;\u00e9quipe d&rsquo;analyse.<\/li>\n<li>L&rsquo;absence de financement permanent au niveau n\u00e9cessaire pour alimenter correctement l&rsquo;initiative.<\/li>\n<\/ul>\n<h3>3. Manque de concentration et d&rsquo;engagement permanents<\/h3>\n<p>Comme tous les d\u00e9partements, les \u00e9quipes d&rsquo;analyse peuvent \u00eatre perturb\u00e9es par un trop grand nombre de demandes ou de distractions. Les \u00e9quipes qui ne disposent pas d&rsquo;un processus formalis\u00e9 en boucle ferm\u00e9e peuvent particuli\u00e8rement en souffrir. Certaines \u00e9quipes d&rsquo;analystes courent \u00e9galement apr\u00e8s chaque r\u00e9sultat int\u00e9ressant g\u00e9n\u00e9r\u00e9 &#8211; bien qu&rsquo;enthousiaste, c&rsquo;est une habitude infructueuse qui d\u00e9tourne l&rsquo;attention et retarde les projets essentiels.<\/p>\n<p>Les dirigeants peuvent \u00e9galement ne pas comprendre l&rsquo;engagement \u00e0 long terme n\u00e9cessaire pour tirer une v\u00e9ritable valeur de toute initiative d&rsquo;analyse. Et ils peuvent \u00eatre r\u00e9ticents \u00e0 s&rsquo;engager dans le projet \u00e0 long terme s&rsquo;ils ne comprennent pas la valeur de l&rsquo;analyse pour l&rsquo;entreprise. En bref, ils ont besoin de comprendre &#8211; et d&rsquo;en avoir la preuve en permanence &#8211; comment l&rsquo;analyse des centres de contact les aide \u00e0 atteindre les objectifs globaux de l&rsquo;entreprise.<\/p>\n<p>Ces d\u00e9fis sont r\u00e9els, mais ils ne sont pas insurmontables. T\u00e9l\u00e9chargez notre livre blanc, <a href=\"https:\/\/www.calabrio.com\/succeed-with-contact-center-analytics\/\">How to Succeed with Contact Center Analytics<\/a>, pour savoir comment avancer en toute confiance dans votre projet d&rsquo;analyse des centres de contact.<\/p>\n<\/p>\n<p><strong>Vous pourriez \u00e9galement \u00eatre int\u00e9ress\u00e9 par :<\/strong><\/p>\n<ul>\n<li>Livre blanc : <a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">Transformer le centre de contact en centre de veille strat\u00e9gique<\/a><\/li>\n<li>Livre blanc : <a href=\"https:\/\/www.calabrio.com\/fr\/the-benefits-roi-of-speech-analytics\/\">Les avantages et le retour sur investissement de l&rsquo;analyse de la parole<\/a><\/li>\n<li>Livre blanc : <a href=\"https:\/\/www.calabrio.com\/multichannel-analytics-contact-center\/\">L&rsquo;analyse multicanal dans le centre de contact<\/a><\/li>\n<li>\u00c9tude de cas : <a href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2015\/03\/Contact-Lens-Analtyics-Case-Study.pdf\">Un d\u00e9taillant de lentilles de contact \u00e9vite des amendes co\u00fbteuses gr\u00e2ce \u00e0 Calabrio Analytics<\/a><\/li>\n<\/ul>\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":5699,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[129,134],"blog-languages":[],"class_list":["post-11535","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques","tag-customer-analytics","tag-customer-experience-insights"],"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>3 raisons pour lesquelles l&#039;analyse des centres de contact \u00e9choue | Calabrio<\/title>\n<meta name=\"description\" content=\"Le potentiel de l&#039;analyse des centres de contact est \u00e9lev\u00e9, mais souvent les projets ne r\u00e9pondent pas aux attentes. 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