{"id":11997,"date":"2014-08-12T20:12:15","date_gmt":"2014-08-12T20:12:15","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/comment-demarrer-avec-des-analyses-avancees-pour-la-gestion-de-la-qualite-et-la-conformite"},"modified":"2025-09-02T06:09:19","modified_gmt":"2025-09-02T06:09:19","slug":"comment-demarrer-avec-des-analyses-avancees-pour-la-gestion-de-la-qualite-et-la-conformite","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/comment-demarrer-avec-des-analyses-avancees-pour-la-gestion-de-la-qualite-et-la-conformite\/","title":{"rendered":"Comment d\u00e9marrer avec des analyses avanc\u00e9es pour la gestion de la qualit\u00e9 et la conformit\u00e9"},"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_65b1fffc52bc1ea50dee93e72f44a734\"\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 d\u00e9marrer avec des analyses avanc\u00e9es pour la gestion de la qualit\u00e9 et la conformit\u00e9<\/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_65b1fffc52bc1ea50dee93e72f44a734\"] {\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-demarrer-avec-des-analyses-avancees-pour-la-gestion-de-la-qualite-et-la-conformite%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-demarrer-avec-des-analyses-avancees-pour-la-gestion-de-la-qualite-et-la-conformite%2F&#038;text=Comment d\u00e9marrer avec des analyses avanc\u00e9es pour la gestion de la qualit\u00e9 et la conformit\u00e9\"\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 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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\"><div class='wpb-content-wrapper'>\u00ab\u00a0J&rsquo;ai besoin de savoir combien d&rsquo;appels ont \u00e9t\u00e9 re\u00e7us de la part de clients de la c\u00f4te Est au cours des six derniers mois qui avaient des probl\u00e8mes avec leurs cartes de cr\u00e9dit. Oh, et je veux savoir lesquels de ces appels provenaient de clients participant \u00e0 notre programme de fid\u00e9lit\u00e9, et combien \u00e9taient des hommes entre 35 et 44 ans, et qui portent des blue jeans le mardi\u00a0\u00bb.<\/p>\n<p>Vous \u00eates un peu tendu, n&rsquo;est-ce pas ? Mais n&rsquo;allez pas encore appeler un scientifique des donn\u00e9es.<\/p>\n<p>Il ne fait aucun doute que l&rsquo;analyse avanc\u00e9e peut aider votre organisation \u00e0 aller en profondeur et \u00e0 s&rsquo;attaquer aux probl\u00e8mes complexes de l&rsquo;entreprise. Mais nous parlons tous les jours \u00e0 des responsables de centres d&rsquo;appel qui disent que le simple fait de commencer est trop lourd pour le cerveau ; il y a tellement de choses \u00e0 penser qu&rsquo;il est d\u00e9courageant de commencer. C&rsquo;est ironique en fait. Les \u00ab\u00a0analyses\u00a0\u00bb elles-m\u00eames semblent tellement alambiqu\u00e9es &#8211; \u00e0 l&rsquo;image du sc\u00e9nario ridicule ci-dessus &#8211; qu&rsquo;elles permettent en fait de clarifier et d&rsquo;\u00e9claircir des questions complexes.<\/p>\n<p>Commen\u00e7ons par le commencement et ayons une conversation diff\u00e9rente : des analyses simples, faciles et intelligentes pour des r\u00e9sultats importants. Le tout sans complications ni tracas.<\/p>\n<p>Nous nous effor\u00e7ons d&rsquo;acc\u00e9l\u00e9rer les performances du centre de contact, et l&rsquo;int\u00e9gration d&rsquo;analyses avanc\u00e9es permet d&rsquo;obtenir des informations exploitables sur les performances des agents et le service \u00e0 la client\u00e8le. Mais si vous n&rsquo;avez pas encore franchi le pas, pensez concr\u00e8tement et d\u00e9passez les barri\u00e8res.<\/p>\n<h3>Voici quelques exemples de la mani\u00e8re d&rsquo;y parvenir :<\/h3>\n<ul>\n<li>Trouvez des moyens d&rsquo;identifier les premi\u00e8res victoires en utilisant l&rsquo;analyse pour la gestion de la qualit\u00e9 et la conformit\u00e9, et attribuez un retour sur investissement \u00e0 ces efforts. En d&rsquo;autres termes, lib\u00e9rez les donn\u00e9es dont vous disposez d\u00e9j\u00e0 avant d&rsquo;essayer de faire bouillir l&rsquo;oc\u00e9an.<\/li>\n<li>Analysez r\u00e9ellement 100 % de vos appels et \u00e9conomisez des ressources en orientant les responsables de la conformit\u00e9 vers les seules conversations qu&rsquo;ils ont besoin d&rsquo;examiner.<\/li>\n<li>Examinez les indicateurs cl\u00e9s de performance que vous devez atteindre : r\u00e9solution du premier appel, satisfaction du client ou efficacit\u00e9 des ventes. Utilisez ensuite les analyses pour <a title=\"Services de la R\u00e9publique\" href=\"https:\/\/www.calabrio.com\/resource-center\/customer-success-stories\/republic-services\/\" target=\"_blank\" rel=\"noopener noreferrer\">am\u00e9liorer la formation des agents.<\/a> L&rsquo;avantage est que vous pouvez obtenir ces informations imm\u00e9diatement \u00e0 partir des appels que vous enregistrez d\u00e9j\u00e0.<\/li>\n<\/ul>\n<p>Une fois que vous aurez constat\u00e9 les premiers avantages et que vous aurez justifi\u00e9 le recours \u00e0 l&rsquo;analyse pour ces fonctions essentielles, il vous sera plus facile d&rsquo;intensifier vos efforts et d&rsquo;en faire profiter l&rsquo;ensemble de l&rsquo;entreprise.<\/p>\n<p>De petits pas peuvent donner de grands r\u00e9sultats. Commencez donc par vous lib\u00e9rer de l&rsquo;id\u00e9e que les analyses sont complexes. Ensuite, commencez \u00e0 travailler pour lib\u00e9rer les donn\u00e9es dont vous disposez d\u00e9j\u00e0, et prenez des mesures \u00e0 partir de ces informations.<\/p>\n<p>En peu de temps, vous vous sentirez capable de vous attaquer aux probl\u00e8mes les plus profonds et de conna\u00eetre les r\u00e9ponses aux questions les plus importantes. M\u00eame s&rsquo;il s&rsquo;agit de 142 personnes de la c\u00f4te Est, elles repr\u00e9sentent 23 % de vos clients les plus lucratifs dans cette r\u00e9gion et doivent \u00eatre encourag\u00e9es.<\/p><\/div>\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":269,"featured_media":6172,"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-11997","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 d\u00e9marrer avec des analyses avanc\u00e9es pour la gestion de la qualit\u00e9 et la conformit\u00e9 | Calabrio<\/title>\n<meta name=\"description\" content=\"Avec l&#039;analyse avanc\u00e9e des clients, le fait de chercher d&#039;abord les petits probl\u00e8mes au lieu de s&#039;attaquer imm\u00e9diatement aux plus gros peut favoriser le processus d&#039;apprentissage et les r\u00e9sultats finaux.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/fr\/blog\/comment-demarrer-avec-des-analyses-avancees-pour-la-gestion-de-la-qualite-et-la-conformite\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment d\u00e9marrer avec des analyses avanc\u00e9es pour la gestion de la qualit\u00e9 et la conformit\u00e9\" \/>\n<meta property=\"og:url\" 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