{"id":36057,"date":"2021-05-28T08:27:32","date_gmt":"2021-05-28T08:27:32","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/lentreprise-connectee-3-facons-de-mettre-la-theorie-en-pratique\/"},"modified":"2025-09-02T06:02:57","modified_gmt":"2025-09-02T06:02:57","slug":"lentreprise-connectee-3-facons-de-mettre-la-theorie-en-pratique","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/lentreprise-connectee-3-facons-de-mettre-la-theorie-en-pratique\/","title":{"rendered":"L&rsquo;entreprise connect\u00e9e : 3 fa\u00e7ons de mettre la th\u00e9orie en pratique"},"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_1b85fe9f82ec8b3eadfd5cffdd7644e1\"\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\">L&rsquo;entreprise connect\u00e9e : 3 fa\u00e7ons de mettre la th\u00e9orie en pratique<\/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_1b85fe9f82ec8b3eadfd5cffdd7644e1\"] {\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%2Flentreprise-connectee-3-facons-de-mettre-la-theorie-en-pratique%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%2Flentreprise-connectee-3-facons-de-mettre-la-theorie-en-pratique%2F&#038;text=L&rsquo;entreprise connect\u00e9e : 3 fa\u00e7ons de mettre la th\u00e9orie en pratique\"\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%2Flentreprise-connectee-3-facons-de-mettre-la-theorie-en-pratique%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\"><div class=\"wpb-content-wrapper\">Dans les deux premiers blogs de cette s\u00e9rie, nous avons entrepris de d\u00e9finir ce que signifie r\u00e9ellement \u00eatre une entreprise connect\u00e9e, en identifiant les trois principales caract\u00e9ristiques que partagent toutes les organisations connect\u00e9es. Nous avons d\u00e9couvert que les entreprises connect\u00e9es b\u00e9n\u00e9ficient d&rsquo;un niveau d&rsquo;engagement du personnel et des clients bien plus \u00e9lev\u00e9 que leurs homologues.<\/p>\n<p>En m\u00eame temps, ils partagent une occasion unique de rehausser le profil de leur \u00e9quipe de service \u00e0 la client\u00e8le ou de leur centre de contact. Ayant acc\u00e8s \u00e0 des millions d&rsquo;appels, de textes, d&rsquo;e-mails, de tweets et de chats de clients, le centre de contact a un r\u00f4le central \u00e0 jouer dans la transformation des donn\u00e9es brutes sur les clients en informations commerciales pr\u00e9cieuses pour aider \u00e0 d\u00e9velopper la connectivit\u00e9 au sein de l&rsquo;ensemble de l&rsquo;organisation.<\/p>\n<h2>Aspirez \u00e0 la connectivit\u00e9 pour une strat\u00e9gie CX gagnante<\/h2>\n<p>Devenir une entreprise connect\u00e9e constitue la prochaine grande \u00e9tape dans l&rsquo;\u00e9volution du centre de contact, mais qu&rsquo;est-ce que cela signifie r\u00e9ellement pour vos clients ? La connectivit\u00e9 profite \u00e0 tous, des conseillers du service client\u00e8le aux agents eux-m\u00eames. Dans un monde de plus en plus omnicanal, cela permet de briser les silos de donn\u00e9es et d&rsquo;\u00e9tendre les capacit\u00e9s interd\u00e9partementales.<\/p>\n<p>Les entreprises connect\u00e9es adoptent \u00e9galement des processus simples et centr\u00e9s sur le client, y compris une vue unifi\u00e9e pour les conseillers o\u00f9 les parcours complets des clients sont refl\u00e9t\u00e9s, depuis les canaux utilis\u00e9s par les clients jusqu&rsquo;aux achats pr\u00e9c\u00e9dents et aux conversations ant\u00e9rieures. Gr\u00e2ce \u00e0 ce syst\u00e8me, les agents fournissent les r\u00e9ponses rapides, pr\u00e9cises et imm\u00e9diates que les gens attendent de leurs marques pr\u00e9f\u00e9r\u00e9es, tout en sachant qu&rsquo;ils comprennent qui ils sont, ce qu&rsquo;ils ressentent et ce qu&rsquo;ils veulent maintenant et \u00e0 l&rsquo;avenir.<\/p>\n<h2>3 fa\u00e7ons de mettre la th\u00e9orie en pratique<\/h2>\n<p>Alors, comment les organisations peuvent-elles devenir une entreprise connect\u00e9e qui organise de meilleures conversations avec les clients ? Voici trois conseils :<\/p>\n<ol>\n<li><strong>Technologie connect\u00e9e pour une entreprise connect\u00e9e<\/strong> &#8211; optez pour la technologie connect\u00e9e afin de maximiser l&rsquo;impact positif sur les clients. Les solutions modernes de gestion unifi\u00e9e de l&rsquo;information client capturent chaque interaction avec le client tout en fournissant une vue d&rsquo;ensemble des \u00e9l\u00e9ments qui affectent le service \u00e0 la client\u00e8le, tels que les niveaux d&rsquo;engagement des agents ou la question de savoir si les processus en coulisses les freinent. Les solutions modernes <a href=\"https:\/\/www.calabrio.com\/products\/data-management\/enterprise-cxi\/\">tout-en-un<\/a> unifient l&rsquo;enregistrement des appels, la gestion de la qualit\u00e9, la gestion des effectifs, l&rsquo;analyse multicanal et la gestion des donn\u00e9es pour une connectivit\u00e9 informatique compl\u00e8te et une connectivit\u00e9 avec les clients. Les diff\u00e9rentes fonctions et d\u00e9partements obtiennent les informations de VoC dont ils ont besoin, et le centre de contact relie tous les d\u00e9partements \u00e0 ce que les clients disent et pensent vraiment.Parall\u00e8lement, r\u00e9fl\u00e9chissez \u00e0 la mani\u00e8re dont votre organisation interagit avec les clients. Comprend-il comment les clients veulent interagir avec votre marque et leur fournit-il les canaux qu&rsquo;ils pr\u00e9f\u00e8rent ? Pour d\u00e9couvrir les canaux qui comptent pour vos clients, il suffit de leur poser la question. Ensuite, concentrez-vous sur les choses intelligentes, en utilisant l&rsquo;analyse automatis\u00e9e pour r\u00e9v\u00e9ler quel canal est en vogue sur la liste des souhaits d&rsquo;un client, afin de revitaliser les capacit\u00e9s multicanal de votre organisation et de garantir des exp\u00e9riences client satisfaisantes \u00e0 chaque fois.<\/li>\n<li><strong>Lib\u00e9rer la valeur de l&rsquo;intelligence artificielle (IA)<\/strong> &#8211; Les entreprises connect\u00e9es int\u00e8grent la gestion de l&rsquo;engagement de la main-d&rsquo;\u0153uvre (WEM) avec des outils d&rsquo;analyse bas\u00e9s sur l&rsquo;IA pour comprendre la valeur r\u00e9elle de leurs op\u00e9rations. Par exemple, si vous utilisez l&rsquo;analyse de la parole pour comprendre ce qui se passe dans 100 % des interactions avec les clients, introduisez ensuite la gestion de la qualit\u00e9 (QM) pour identifier le mot ou la phrase qui revient sans cesse dans les conversations avec les clients. Cela permet de classer et de prioriser tous les contacts pour une exp\u00e9rience client plus rapide et plus fluide. Choisissez un fournisseur qui propose des API ouvertes et qui travaille en \u00e9troite collaboration avec d&rsquo;autres fournisseurs de centres de contact pour cr\u00e9er cette exp\u00e9rience utilisateur unifi\u00e9e o\u00f9 les donn\u00e9es circulent entre elles. Parall\u00e8lement, d\u00e9ployez l&rsquo;analyse des sentiments pour identifier l&rsquo;humeur du personnel de premi\u00e8re ligne et des clients. La capacit\u00e9 \u00e0 rep\u00e9rer les agents qui ont du mal \u00e0 faire face \u00e0 la situation signifie que les responsables des centres de contact peuvent leur offrir le soutien et le coaching dont ils ont besoin pour am\u00e9liorer les conversations avec les clients.<\/li>\n<li><strong>Inspirez-vous d&rsquo;exemples concrets de r\u00e9ussite<\/strong> &#8211; au cours de l&rsquo;ann\u00e9e \u00e9coul\u00e9e, certains de nos clients ont r\u00e9ussi \u00e0 relever des d\u00e9fis importants en adoptant une approche du service \u00e0 la client\u00e8le ax\u00e9e sur l&rsquo;entreprise connect\u00e9e. Lorsque la demande de commandes en ligne a explos\u00e9 au d\u00e9but de la pand\u00e9mie, les volumes des appels t\u00e9l\u00e9phoniques, des discussions en ligne et des courriels ont explos\u00e9. De m\u00eame, un conglom\u00e9rat multinational de m\u00e9dias a r\u00e9cemment d\u00e9ploy\u00e9 des analyses de qualit\u00e9 et de bureau pour relier les bonnes donn\u00e9es, ce qui lui a permis d&rsquo;obtenir des informations pr\u00e9cieuses sur le centre de contact qui l&rsquo;ont aid\u00e9 \u00e0 augmenter le taux de satisfaction des clients de 6,4 % tout en g\u00e9n\u00e9rant une \u00e9conomie estim\u00e9e \u00e0 3 % des co\u00fbts d&rsquo;exploitation. Ces deux pionniers d\u00e9montrent ce que signifie \u00eatre une entreprise v\u00e9ritablement connect\u00e9e.<\/li>\n<\/ol>\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":234,"featured_media":4907,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-36057","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>L&#039;entreprise connect\u00e9e : 3 fa\u00e7ons de mettre la th\u00e9orie en pratique | Calabrio<\/title>\n<meta name=\"description\" content=\"La connectivit\u00e9 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