{"id":29994,"date":"2023-01-19T16:17:38","date_gmt":"2023-01-19T16:17:38","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/les-centres-de-contact-sont-ils-en-train-de-passer-a-cote-de-donnees-clients-delicieuses\/"},"modified":"2025-04-29T05:30:55","modified_gmt":"2025-04-29T05:30:55","slug":"les-centres-de-contact-sont-ils-en-train-de-passer-a-cote-de-donnees-clients-delicieuses","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/les-centres-de-contact-sont-ils-en-train-de-passer-a-cote-de-donnees-clients-delicieuses\/","title":{"rendered":"Les centres de contact sont-ils en train de passer \u00e0 c\u00f4t\u00e9 de donn\u00e9es clients d\u00e9licieuses ?"},"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_8416e87ca8c8b10885bdcfe4ac795fa3\"\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\">Les centres de contact sont-ils en train de passer \u00e0 c\u00f4t\u00e9 de donn\u00e9es clients d\u00e9licieuses ?<\/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_8416e87ca8c8b10885bdcfe4ac795fa3\"] {\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%2Fles-centres-de-contact-sont-ils-en-train-de-passer-a-cote-de-donnees-clients-delicieuses%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%2Fles-centres-de-contact-sont-ils-en-train-de-passer-a-cote-de-donnees-clients-delicieuses%2F&#038;text=Les centres de contact sont-ils en train de passer \u00e0 c\u00f4t\u00e9 de donn\u00e9es clients d\u00e9licieuses ?\"\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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style=\"color: #080F21\"><div class=\"wpb-content-wrapper\">\n<h2>CONTACT CENTERS ARE LIKE GIANT CANDY STORES FULL OF RICH, TEMPTING CUSTOMER DATA. JIM DAVIES SHARES FIVE DELICIOUS TIPS FOR MASTERING EFFECTIVE DATA COLLATION AND OPTIMIZATION.<\/h2>\n<p>I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favorites\u2014rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers\u2026 Happy days. If I owned a sweet shop, I\u2019d have a hard time resisting temptation as I am rather drawn to a sweet or six.<\/p>\n<p>Bringing this back to customer service, I feel the industry is very much like the sweet shop that\u2019s located off the beaten path. Our sweets are our customer data silos. We have a lot of different types and a plentiful supply, but they are just sitting on the shelf and being ignored. And, it\u2019s not just me, the latest statistics prove it.<\/p>\n<p>&nbsp;<\/p>\n<p>While consumers increasingly expect a personalized, seamless experience across all channels,\u202f<a href=\"https:\/\/info.calabrio.com\/state-of-the-contact-center-report\/\" target=\"_blank\" rel=\"noopener\">71% of consumers think<\/a> contact centers are siloed within their organization with another 43% saying this negatively impacts their overall customer experience (CX).<\/p>\n<p>&nbsp;<\/p>\n<p>So, like any person who has just discovered an amazing shop filled with their favorite sweets, we should be gorging on the feast in front of us. Let\u2019s dive into how to get started building the perfect mix of data from your contact center.<\/p>\n<p>&nbsp;<\/p>\n<h2>5 Essential Ingredients for the Perfect Data Pick \u2018n\u2019 Mix<\/h2>\n<p>While data collection isn\u2019t new, many organizations still aren\u2019t capitalizing on the true voice of the customer. There are several steps you can take to manage the gold mine of sweets, well, customer data coming in and out of the contact center:<\/p>\n<h3>1. Access Data Holistically<\/h3>\n<p>There\u2019s a myriad of sweets in the shop, but they are usually in individual jars. Similarly, you\u2019ll probably find your data comes from multiple places\u2014different silos where the perfect customer experience falls into a black hole. That\u2019s why we need to aim for seamless data.<\/p>\n<p>When you add new channels, make sure they are fully integrated with the rest of the systems in your contact center. A customer should be able to channel surf. If they do end up speaking with an agent, ensure they have access to the full customer journey and associated information captured along the way.<\/p>\n<p>&nbsp;<\/p>\n<h3>2. Analyze Customer Data Properly<\/h3>\n<p>It\u2019s not just about buying a great analytics tool. You need the right level of human competency to bring it to life. Dedicate the necessary budget to ensure you have appropriately trained resources to help better understand what all that data really means.<\/p>\n<p>Start with the wealth of information held in call recordings and post-call surveys:<\/p>\n<ul>\n<li>Is it chatbot containment?<\/li>\n<li>Is it agent availability?<\/li>\n<li>Is it agent knowledge?<\/li>\n<\/ul>\n<p>Picking up on the loudest customer frustrations and striving to resolve these will have the biggest impact on CX.<\/p>\n<p>&nbsp;<\/p>\n<h3>3. Actions Not Words<\/h3>\n<p>Over the past few years, the emphasis has moved beyond the collection and understanding of data to actions. Make data insights actionable to drive tangible business value.<\/p>\n<p>For example, give a supervisor a top 5 list of to-dos that will have the most impact on their goals. This could be as simple as \u2018Have Fred do a product training course\u2019 because your data has picked up that a customer was frustrated because Fred couldn\u2019t help them.<\/p>\n<p>&nbsp;<\/p>\n<h3>4. Be a CX Driver<\/h3>\n<p>Look beyond the contact center and work with your Marketing, Sales, Product, and HR teams to identify how the voice of the customer can assist them. Currently, only 28% of contact center managers admit to sharing data outside their organization on a daily basis. Half are only doing it monthly or even quarterly.<\/p>\n<p>It\u2019s time for contact center leaders to drive CX best practices across the whole enterprise whilst encouraging their agents to become brand guardians. By doing so, agents will have the power to influence corporate perception, and boost customer loyalty and profits using the customer data-infused sweets in their store.<\/p>\n<p>&nbsp;<\/p>\n<h3>5. Feast on the Right Technology<\/h3>\n<p>Speech and text analytics are now proven AI-driven technologies. Yet only a very small number of contact centers worldwide leverage them. While they\u2019re not the cheapest of investments and you need a level of associated competency to get the most out of them, they offer enormous rewards, such as:<\/p>\n<ul>\n<li><strong>Operational Efficiency:<\/strong> These technologies are consistently checking for situations that should have been contained within a chatbot dialog or are a growing potential category for self-service inclusion.<\/li>\n<li><strong>Customer Experience:<\/strong> Classic examples of this are checking for active listening skills versus an improvement in customer sentiment or red flagging when unnecessary callbacks are causing frustration.<\/li>\n<li><strong>Growth:<\/strong> For example, actively looking for qualified opportunities by assessing an agent\u2019s ability to overcome customer objections to a special offer and then coaching them accordingly.<\/li>\n<\/ul>\n<h2>Unlock Contact Center Customer Data Silos<\/h2>\n<p>Is your contact center customer data currently being overlooked? Stop wasting its potential, like a delicious treat sitting on a sweet shop shelf. You will gain significant value from the latest AI-driven tech, I promise. That\u2019s why I encourage you to at least pencil this technology in for serious consideration in 2023 and beyond.<\/p>\n<p>To identify other gaps and opportunities that contact centers could be missing, download our <a href=\"https:\/\/info.calabrio.com\/state-of-the-contact-center-report\/\" target=\"_blank\" rel=\"noopener\">State of the Contact Center 2022<\/a> report. You\u2019ll discover how to empower the contact center as a brand guardian.<\/p>\n<\/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":254,"featured_media":4671,"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-29994","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>Les centres de contact sont-ils en train de passer \u00e0 c\u00f4t\u00e9 de donn\u00e9es clients d\u00e9licieuses ? | Calabrio<\/title>\n<meta name=\"description\" content=\"Le centre de contact est comme un magasin de bonbons : il est rempli de donn\u00e9es clients savoureuses. 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