{"id":7424,"date":"2014-08-29T12:02:41","date_gmt":"2014-08-29T12:02:41","guid":{"rendered":"https:\/\/www.calabrio.com\/un-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics\/"},"modified":"2025-05-14T08:04:05","modified_gmt":"2025-05-14T08:04:05","slug":"un-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/un-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics\/","title":{"rendered":"Un d\u00e9taillant de v\u00eatements g\u00e8re les escalades avec Calabrio Analytics"},"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_72f983b28bb0d1e38f3f0dcd7742a353\"\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\">Nouvelles de Calabrio <\/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\">Un d\u00e9taillant de v\u00eatements g\u00e8re les escalades avec Calabrio Analytics<\/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_72f983b28bb0d1e38f3f0dcd7742a353\"] {\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%2Fun-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics%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%2Fun-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics%2F&#038;text=Un d\u00e9taillant de v\u00eatements g\u00e8re les escalades avec Calabrio Analytics\"\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%2Fun-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics%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=\"group-anchor-1\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>R\u00e9ussir \u00e0 identifier les escalades avec calabrio analytics<\/h2>\n<p>Lorsqu&rsquo;un grand d\u00e9taillant de v\u00eatements pour hommes a constat\u00e9 une augmentation du nombre d&rsquo;escalades d&rsquo;appels, l&rsquo;entreprise a su qu&rsquo;elle devait comprendre pourquoi les agents ne traitaient pas les appels eux-m\u00eames. Apr\u00e8s tout, une escalade d&rsquo;appels d\u00e9tourne l&rsquo;attention d&rsquo;un superviseur d&rsquo;autres t\u00e2ches importantes, et les agents devraient \u00eatre form\u00e9s pour g\u00e9rer eux-m\u00eames la plupart des situations. Cette entreprise s&rsquo;est toutefois rendu compte que son processus d&rsquo;assurance qualit\u00e9 ne lui permettait d&rsquo;examiner qu&rsquo;un pour cent des conversations t\u00e9l\u00e9phoniques qu&rsquo;elle enregistrait.  <\/p>\n<p>D\u00e9couvrir une tendance commerciale \u00e0 partir d&rsquo;une infime partie des donn\u00e9es ? Arr\u00eatez-nous si vous avez d\u00e9j\u00e0 entendu cette histoire. <\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;une des fa\u00e7ons dont nous parlons de l&rsquo;acc\u00e9l\u00e9ration des performances de l&rsquo;entreprise par le biais du centre de contact est de commencer par un simple chiffre : 100, comme dans 100 pour cent. En fait, c&rsquo;est le seul chiffre sur lequel nous aimons nous concentrer. Une analyse puissante de toutes les conversations qui se d\u00e9roulent dans votre centre de contact devrait \u00eatre une \u00e9vidence \u00e0 ce stade, mais les entreprises ont eu du mal \u00e0 franchir <a href=\"https:\/\/www.calabrio.com\/blog\/start-small-go-big\/\" target=\"_blank\" rel=\"noopener noreferrer\">le pas<\/a>. Parlons d&rsquo;une entreprise qui l&rsquo;a fait : une entreprise qui voit maintenant les avantages de nos puissantes solutions d&rsquo;analyse et qui am\u00e9liore les performances de ses agents pour un meilleur service.   <\/p>\n<p>&nbsp;<\/p>\n<p>Apr\u00e8s avoir mis en \u0153uvre Calabrio Analytics and Quality Management, l&rsquo;entreprise a \u00e9t\u00e9 imm\u00e9diatement en mesure d&rsquo;analyser 100 % des appels enregistr\u00e9s et d&rsquo;en v\u00e9rifier la pertinence gr\u00e2ce \u00e0 une technologie simple mais tr\u00e8s puissante. Des phrases telles que \u00ab\u00a0transf\u00e9rez-moi \u00e0 votre\u00a0\u00bb ou \u00ab\u00a0parlez \u00e0 un superviseur\u00a0\u00bb ont \u00e9t\u00e9 identifi\u00e9es, ce qui a permis aux analystes de la qualit\u00e9 de n&rsquo;examiner que les escalades les plus pertinentes au lieu de passer au crible des milliers d&rsquo;appels. En lib\u00e9rant ces donn\u00e9es, les responsables de la qualit\u00e9 ont pu d\u00e9couvrir la tendance : certains agents de cette entreprise avaient du mal \u00e0 garder le contr\u00f4le lors d&rsquo;appels difficiles et \u00e9motionnels. En cons\u00e9quence, l&rsquo;entreprise a mis au point et dispens\u00e9 une formation cibl\u00e9e aux agents qui \u00e9prouvaient des difficult\u00e9s \u00e0 g\u00e9rer les escalades.    Ces agents ont appris des techniques pour d\u00e9samorcer les situations difficiles et ont \u00e9t\u00e9 habilit\u00e9s \u00e0 traiter les appels par eux-m\u00eames.<\/p>\n<p>&nbsp;<\/p>\n<p>Depuis la formation, les superviseurs ont remarqu\u00e9 une forte diminution des appels escalad\u00e9s et peuvent se concentrer sur la gestion de leurs \u00e9quipes et l&rsquo;am\u00e9lioration des autres indicateurs cl\u00e9s de performance du centre de contact. Calabrio Analytics a fourni les informations puissantes dont l&rsquo;entreprise avait besoin pour prendre de meilleures d\u00e9cisions, plus rapidement, en prot\u00e9geant l&rsquo;entreprise et en am\u00e9liorant l&rsquo;efficacit\u00e9 du centre de contact. <\/p>\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":242,"featured_media":7426,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[186],"tags":[188,194],"blog-languages":[],"class_list":["post-7424","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nouvelles-de-calabrio","tag-analyse-de-la-clientele","tag-gestion-de-la-qualite"],"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 d\u00e9taillants de v\u00eatements g\u00e8rent les escalades avec Calabrio Analytics|Les d\u00e9taillants de v\u00eatements g\u00e8rent les escalades avec Calabrio Analytics<\/title>\n<meta name=\"description\" content=\"Un grand distributeur de v\u00eatements a pu analyser 100 % de ses appels gr\u00e2ce aux outils d&#039;analyse et de gestion des appels de Calabrio, ce qui lui a permis de mieux former ses employ\u00e9s.\" \/>\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\/blog\/un-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Un d\u00e9taillant de v\u00eatements g\u00e8re les escalades avec Calabrio Analytics\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/un-detaillant-de-vetements-gere-les-escalades-avec-calabrio-analytics\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" content=\"2014-08-29T12:02:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-14T08:04:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/clothingretailer-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"450\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Dhaval Kakkad\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@calabrio\" \/>\n<meta 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