{"id":38700,"date":"2025-11-14T17:50:59","date_gmt":"2025-11-14T17:50:59","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/levolution-de-la-gestion-de-la-qualite-des-centres-de-contact-du-presse-papiers-a-lintelligence-des-conversations\/"},"modified":"2026-03-09T04:57:43","modified_gmt":"2026-03-09T04:57:43","slug":"levolution-de-la-gestion-de-la-qualite-des-centres-de-contact-du-presse-papiers-a-lintelligence-des-conversations","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/levolution-de-la-gestion-de-la-qualite-des-centres-de-contact-du-presse-papiers-a-lintelligence-des-conversations\/","title":{"rendered":"L&rsquo;\u00e9volution de la gestion de la qualit\u00e9 des centres de contact : Du presse-papiers \u00e0 l&rsquo;intelligence des conversations"},"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_9f4299bc09d46f75be56e198fb2e66aa\"\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\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\">Gestion de la qualit\u00e9 automobile <\/p>\n\t\t\t\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\">Intelligence de la conversation <\/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;\u00e9volution de la gestion de la qualit\u00e9 des centres de contact : Du presse-papiers \u00e0 l&rsquo;intelligence des conversations<\/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_9f4299bc09d46f75be56e198fb2e66aa\"] {\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%2Flevolution-de-la-gestion-de-la-qualite-des-centres-de-contact-du-presse-papiers-a-lintelligence-des-conversations%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%2Flevolution-de-la-gestion-de-la-qualite-des-centres-de-contact-du-presse-papiers-a-lintelligence-des-conversations%2F&#038;text=L&rsquo;\u00e9volution de la gestion de la qualit\u00e9 des centres de contact : Du presse-papiers \u00e0 l&rsquo;intelligence des conversations\"\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%2Flevolution-de-la-gestion-de-la-qualite-des-centres-de-contact-du-presse-papiers-a-lintelligence-des-conversations%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\t\t\t<h6 style=\"color: #080F21\">\n\t\t\t\tPar Dave Hoekstra, \u00e9vang\u00e9liste produit &#8211; Calabrio\t\t\t<\/h6>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p><span data-contrast=\"auto\">Je suis dans le monde des centres de contact depuis suffisamment longtemps pour me souvenir de l&rsquo;\u00e9poque o\u00f9 la gestion de la qualit\u00e9 \u00e9tait une priorit\u00e9. <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/\"><span data-contrast=\"none\">Gestion de la qualit\u00e9<\/span><\/a><span data-contrast=\"auto\">  signifiait s&rsquo;asseoir dans une arri\u00e8re-salle avec un enregistreur de micro-cassettes, un presse-papiers et une bonne dose de caf\u00e9. \u00c0 l&rsquo;approche des f\u00eates de fin d&rsquo;ann\u00e9e, lorsque les volumes d&rsquo;appels augmentent et que chaque interaction compte, j&rsquo;ai voulu vous montrer exactement le chemin parcouru. Plus important encore, l\u00e0 o\u00f9 vous devez \u00eatre.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Je viens de terminer une s\u00e9rie de vid\u00e9os en quatre parties qui retrace l&rsquo;\u00e9volution compl\u00e8te de la gestion de la qualit\u00e9 dans les centres de contact. Il ne s&rsquo;agit pas d&rsquo;une pr\u00e9sentation de produit, mais plut\u00f4t d&rsquo;une le\u00e7on d&rsquo;histoire avec une fin passionnante. Car le jour et la nuit s\u00e9parent nos d\u00e9buts de notre situation actuelle.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=5y69kjn603\">L\u00e0 o\u00f9 tout a commenc\u00e9 : Le broyage manuel<\/a><\/h2>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">La gestion traditionnelle de la qualit\u00e9 (QM) impliquait une \u00e9valuation manuelle des appels, une personne \u00e9coutant litt\u00e9ralement les appels enregistr\u00e9s, remplissant des formulaires et cochant des cases. L&rsquo;agent a-t-il suivi le sc\u00e9nario ? Ont-ils \u00e9t\u00e9 polis ? Ont-ils atteint les marqueurs de conformit\u00e9 ?<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Le calcul \u00e9tait brutal. Si vous \u00e9tiez capable d&rsquo;\u00e9couter et de noter 1% de votre volume d&rsquo;appels, vous \u00e9tiez une \u00e9quipe de qualit\u00e9 de niveau \u00e9lite. Le probl\u00e8me de cette approche est que vous prenez des d\u00e9cisions massives en mati\u00e8re de coaching,  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-des-performances\/\"><span data-contrast=\"none\">gestion des performances<\/span><\/a><span data-contrast=\"auto\">et l&rsquo;exp\u00e9rience des clients sur la base d&rsquo;un \u00e9chantillon minuscule qui est in\u00e9vitablement biais\u00e9 par la personne qui effectue l&rsquo;\u00e9valuation. C&rsquo;\u00e9tait n\u00e9cessaire \u00e0 l&rsquo;\u00e9poque, mais soyons honn\u00eates : c&rsquo;\u00e9tait archa\u00efque.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=fk5f5c00rk\">Ce qui change la donne : Transcription et IA<\/a><\/h2>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Puis l&rsquo;IA et l&rsquo;apprentissage automatique sont entr\u00e9s dans la conversation, litt\u00e9ralement. La deuxi\u00e8me vid\u00e9o couvre l&rsquo;\u00e9volution de la transcription, et c&rsquo;est l\u00e0 que les choses deviennent int\u00e9ressantes.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Nous sommes pass\u00e9s de l&rsquo;\u00e9chantillonnage \u00e0 la saisie compl\u00e8te des donn\u00e9es. De 1 \u00e0 2 % de couverture \u00e0 100 % de couverture des interactions. Tous. C\u00e9libataire. Appeler. Analyse automatis\u00e9e des sentiments, d\u00e9tection de mots-cl\u00e9s, identification de mod\u00e8les sur l&rsquo;ensemble de votre volume d&rsquo;appels, le tout bas\u00e9 sur des donn\u00e9es, ce qui \u00e9limine la subjectivit\u00e9 humaine de l&rsquo;\u00e9quation.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Cela signifie de v\u00e9ritables capacit\u00e9s pr\u00e9dictives. Pr\u00e9vision du sentiment. Pr\u00e9dictions des SNP. Coaching des agents bas\u00e9 sur des mod\u00e8les globaux plut\u00f4t que sur des appels tri\u00e9s sur le volet. Une avanc\u00e9e massive. Mais  <\/span><span data-contrast=\"auto\">il<\/span><span data-contrast=\"auto\">  n&rsquo;\u00e9tait pas toute rose et toute marguerite. Il y avait encore quelques probl\u00e8mes, surtout lorsque nous avons essay\u00e9 d&rsquo;adapter l&rsquo;ancienne approche au nouveau mod\u00e8le.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=i23ab38yl0\">Briser les silos : la gestion de la qualit\u00e9 omnicanale<span> <\/span><\/a><\/h2>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">La fa\u00e7on dont les clients interagissent avec vous a fondamentalement chang\u00e9. Ils ne se contentent pas d&rsquo;appeler, ils envoient des SMS, des courriels, des DM sociaux et des chats avec des robots. Malgr\u00e9 l&rsquo;exp\u00e9rience cross-canal, ils attendent le m\u00eame niveau de service partout.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">La troisi\u00e8me vid\u00e9o est consacr\u00e9e \u00e0 la gestion de la qualit\u00e9 omnicanale, o\u00f9 la gestion de la qualit\u00e9 a fini par s&rsquo;adapter au comportement r\u00e9el des clients. Pourquoi perfectionner votre exp\u00e9rience t\u00e9l\u00e9phonique mais ignorer compl\u00e8tement le chat ? Ou par courrier \u00e9lectronique ? Ou sociale ? Vous ne le feriez pas.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">La gestion de la qualit\u00e9 omnicanale vous permet d&rsquo;analyser les performances sur tous les canaux, d&rsquo;identifier les lacunes et de vous assurer que la promesse de votre marque tient partout. Vous pouvez voir l&rsquo;impact des interactions des robots sur la charge de travail des agents. Obtenez le sentiment des clients et la sant\u00e9 de l&rsquo;entreprise en une seule vue d&rsquo;ensemble.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Nous nous rapprochons du nirvana QM. Mais il y a un niveau suppl\u00e9mentaire.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=f3rpd0j6y5\">Le pr\u00e9sent et l&rsquo;avenir : L&rsquo;intelligence conversationnelle<\/a><\/h2>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">C&rsquo;est ce qui m&rsquo;enthousiasme le plus, et c&rsquo;est ce que nous abordons dans la quatri\u00e8me vid\u00e9o. C&rsquo;est l\u00e0 que la gestion de la qualit\u00e9 des centres de contact doit se situer, et ce qui \u00e9tait autrefois une aspiration est aujourd&rsquo;hui une r\u00e9alit\u00e9.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-workforce-intelligence-wfi-projet-de-page-datterrissage\/\"><span data-contrast=\"none\">Intelligence de la conversation<\/span><\/a><span data-contrast=\"auto\">  signifie que l&rsquo;Auto QM \u00e9value automatiquement chaque aspect de chaque contact &#8211; de mani\u00e8re impartiale, avec une couverture de 100 %, sans travail manuel. Des sujets d&rsquo;actualit\u00e9 avec une visibilit\u00e9 en temps r\u00e9el sur les facteurs d&rsquo;appel, ce qui vous permet d&rsquo;identifier les pics avant qu&rsquo;ils ne deviennent des probl\u00e8mes.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">C&rsquo;est le passage de la r\u00e9activit\u00e9 \u00e0 la proactivit\u00e9. Au lieu de d\u00e9couvrir des probl\u00e8mes lors de votre examen hebdomadaire de la gestion de la qualit\u00e9, vous les pr\u00e9parez et les traitez avant qu&rsquo;ils ne s&rsquo;aggravent. La rapidit\u00e9 d&rsquo;action devient votre avantage concurrentiel. Comme je le dis dans la vid\u00e9o : \u00ab\u00a0Soyez au courant pour vous d\u00e9barrasser du malheur\u00a0\u00bb.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Et voici ce qui devient le graal des d\u00e9partements de gestion de la qualit\u00e9 : votre \u00e9quipe d&rsquo;assurance qualit\u00e9 n&rsquo;est plus oblig\u00e9e de proc\u00e9der \u00e0 l&rsquo;\u00e9valuation manuelle des appels. Ils sont \u00e9lev\u00e9s au rang d&rsquo;analystes strat\u00e9giques. D\u00e9sormais, au lieu d&rsquo;essayer d&rsquo;attraper un agent qui fait quelque chose de mal, les tendances et les d\u00e9cisions sont prises pour l&rsquo;ensemble de l&rsquo;organisation. Imaginez que vous \u00eates dans la grande salle du conseil d&rsquo;administration avec les d\u00e9cideurs, et que les r\u00e9ponses aux grandes questions sont d\u00e9j\u00e0 au bout de vos doigts, attendant juste d&rsquo;\u00eatre d\u00e9couvertes. Et les outils sont l\u00e0, pour tout le monde, faciles et simples \u00e0 utiliser.  <\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Pourquoi maintenant ?<\/h2>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">\u00c0 l&rsquo;heure o\u00f9 les f\u00eates de fin d&rsquo;ann\u00e9e commencent \u00e0 battre leur plein, il ne s&rsquo;agit pas d&rsquo;une question th\u00e9orique. Lorsque les volumes d&rsquo;appels augmentent et que la patience des clients s&rsquo;amenuise, la diff\u00e9rence entre la gestion de la qualit\u00e9 \u00e0 l&rsquo;ancienne et la v\u00e9ritable intelligence conversationnelle est celle qui s\u00e9pare la noyade de la prosp\u00e9rit\u00e9.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Si vous \u00e9valuez encore manuellement les appels, vous \u00eates en train de voler \u00e0 l&rsquo;aveuglette pendant la saison la plus critique. Si vous ne surveillez que les appels t\u00e9l\u00e9phoniques alors que les clients s&rsquo;adressent partout ailleurs, vous n&rsquo;avez pas une vue d&rsquo;ensemble de la situation.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">J&rsquo;ai cr\u00e9\u00e9 cette s\u00e9rie de vid\u00e9os parce que cette \u00e9volution est l&rsquo;une des plus importantes dans la technologie des centres de contact. Regardez les quatre vid\u00e9os. Voyez le voyage. Ensuite, regardez honn\u00eatement o\u00f9 vous en \u00eates sur ce chemin. Et si vous avez besoin d&rsquo;un guide, contactez-moi ou les gens de Calabrio. Nous vivons, mangeons, dormons et respirons les centres de contact, et nous sommes impatients de vous parler de la mani\u00e8re dont nous pouvons vous aider.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Parce que vos clients et vos agents, surtout pendant les vacances, m\u00e9ritent mieux qu&rsquo;un QM al\u00e9atoire.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> <div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":80,"featured_media":40862,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36,629,750],"tags":[],"blog-languages":[],"class_list":["post-38700","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr","category-gestion-de-la-qualite-automobile","category-intelligence-de-la-conversation"],"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;\u00e9volution de la gestion de la qualit\u00e9 des centres de contact | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment la gestion de la qualit\u00e9 est pass\u00e9e de la notation manuelle des appels \u00e0 l&#039;intelligence conversationnelle pilot\u00e9e par l&#039;IA. 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