{"id":17879,"date":"2023-01-10T12:56:36","date_gmt":"2023-01-10T12:56:36","guid":{"rendered":"https:\/\/nobelbiz.com\/?p=17879"},"modified":"2023-02-16T14:01:45","modified_gmt":"2023-02-16T14:01:45","slug":"lavenir-du-centre-dappel-est-omnicanal","status":"publish","type":"post","link":"https:\/\/nobelbiz.com\/fr\/blog\/lavenir-du-centre-dappel-est-omnicanal\/","title":{"rendered":"L\u2019avenir du centre d\u2019appel est Omnicanal"},"content":{"rendered":"\t\t
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Le service \u00e0 la client\u00e8le a radicalement chang\u00e9 avec l\u2019av\u00e8nement de l\u2019\u00e8re digitale. Aujourd\u2019hui, quelle que soit la mani\u00e8re dont un client s\u2019adresse \u00e0 sa marque pr\u00e9f\u00e9r\u00e9e, il voudra toujours que ses probl\u00e8mes soient r\u00e9solus rapidement. Plus encore, ce client voudra communiquer par le canal de son choix. Pour les centres d\u2019appel, r\u00e9pondre \u00e0 ces exigences n\u00e9cessite une technologie qui combine tous les canaux de communication et les donn\u00e9es des clients de mani\u00e8re efficace et efficiente. C\u2019est l\u2019avenir du service \u00e0 la client\u00e8le, c\u2019est l\u2019avenir omnicanal de chaque centre d\u2019appel.<\/p>

Comment d\u00e9finir la technologie Omnicanal dans un centre d\u2019appel ?<\/strong><\/h2>

L\u2019Omnicanal en centre d\u2019appel se pr\u00e9sente comme une solution o\u00f9 un t\u00e9l\u00e9conseiller peut g\u00e9rer et utiliser tous les canaux de communication simultan\u00e9ment. En d\u2019autres termes, les agents peuvent utiliser un seul logiciel pour op\u00e9rer sur tous les canaux. A savoir, t\u00e9l\u00e9phone, SMS, e-mail, webchat et r\u00e9seaux sociaux.<\/p>

Ainsi, en utilisant un logiciel unique pour toutes les formes d\u2019interactions. Un centre de contact peut cr\u00e9er des notes sur chaque client et les mettre \u00e0 disposition pour tout \u00e9change futur. Les t\u00e9l\u00e9conseiller peuvent voir o\u00f9 se trouvait le statut du dernier contact, quelle \u00e9tait la demande et si elle a \u00e9t\u00e9 r\u00e9solue.<\/p>

Non seulement cela facilite la prestation de services, mais vos analystes peuvent examiner les donn\u00e9es pour mieux comprendre les probl\u00e8mes r\u00e9currents qui pourraient nuire \u00e0 vos performances.<\/p>

Du point de vue du client, ils ont l\u2019impression que vous les connaissez car vos t\u00e9l\u00e9conseillers comprennent le contexte et l\u2019historique de leurs demandes.<\/p>

C\u2019est pourquoi les centre d\u2019appels disposant de l\u2019omnicanal ont une augmentation de 91% d\u2019une ann\u00e9e sur l\u2019autre des taux de fid\u00e9lisation des clients par rapport \u00e0 ceux qui n\u2019ont pas ce type de solution.<\/p>

Multicanal vs Omnicanal<\/strong><\/h2>

Le grand point de confusion avec la technologies omnicanal est la fa\u00e7on dont elle diff\u00e8re des solutions multicanales .<\/p>

Simplement, un logiciel multicanal offre aux clients les m\u00eames moyens de r\u00e9pondre \u00e0 leurs questions, mais ces canaux de communication ne sont en aucun cas connect\u00e9s. Concr\u00e8tement, cela signifie qu\u2019un client peut faire appel \u00e0 un autre agent mais celui-ci devra saisir \u00e0 nouveau les donn\u00e9es. Il n\u2019y a pas de suivi des donn\u00e9es dans le monde multicanal, ni d\u2019historique des clients.<\/p>

D\u2019un autre c\u00f4t\u00e9, l\u2019omnicanal a une\u00a0interconnectivit\u00e9<\/b><\/a>\u00a0entre tous les canaux de communication tout en construisant l\u2019histoire de chaque client. Cela rend l\u2019exp\u00e9rience client plus transparente et plus fluide pour les deux parties.<\/p>

Prenons l\u2019exemple d\u2019un client qui s\u2019engage sur le site web de sa marque pr\u00e9f\u00e9r\u00e9e et qui parle \u00e0 un repr\u00e9sentant par le biais du chat. De son c\u00f4t\u00e9, le t\u00e9l\u00e9conseiller peut se connecter imm\u00e9diatement \u00e0 l\u2019historique r\u00e9cent de la discussion, d\u00e9tecter facilement son besoin et r\u00e9soudre le probl\u00e8me du client de mani\u00e8re transparente et sur la plateforme de son choix.\u00a0La cl\u00e9 de l\u2019omnicanal, ce sont les donn\u00e9es qui suivent toujours le client omnicanal.<\/p>

Un atout orient\u00e9 client<\/strong><\/p>

Chaque client pr\u00e9f\u00e8re une fa\u00e7on d\u2019interagir avec une entreprise. Un centre d\u2019appel obsol\u00e8te ne peut r\u00e9pondre qu\u2019\u00e0 un seul type de pr\u00e9f\u00e9rence du client. Cela signifie qu\u2019un grand nombre d\u2019interactions avec les clients partiront toujours du mauvais pied.\u00a0Les solutions omnicanales \u00e9vitent ce probl\u00e8me en offrant un soutien \u00e9gal \u00e0 chaque client, quel que soit le moyen par lequel il pr\u00e9f\u00e8re vous contacter.<\/p>

Imaginez que votre \u00e9quipe puisse rapidement s\u2019atteler \u00e0 la t\u00e2che de r\u00e9pondre aux pr\u00e9occupations des clients. Que votre logiciel facilite encore plus l\u2019interaction et l\u2019utilisation des donn\u00e9es de vos clients, tout en renfor\u00e7ant vos indicateurs de performance cl\u00e9s.<\/p>

Rencontrer les clients sur leurs canaux pr\u00e9f\u00e9r\u00e9s en toute connaissance de leurs probl\u00e8mes et de leurs exp\u00e9riences pass\u00e9es. C\u2019est la fa\u00e7on intelligente d\u2019armer vos t\u00e9l\u00e9conseiller et de les aider \u00e0 fournir un service de haute qualit\u00e9 qui renforce la fid\u00e9lit\u00e9 du client.<\/p>

NobelBiz, leader dans les solutions de centre d\u2019appels<\/strong><\/h3>

NobelBiz\u00ae<\/b><\/a>\u00a0est un leader dans le secteur des centres de contact, avec plus d\u2019un milliard d\u2019interactions par an, 1500 clients et 700 connexions de transporteurs.<\/p>

Faites partie de ceux qui b\u00e9n\u00e9ficient de notre op\u00e9rateur t\u00e9l\u00e9com exclusif, enti\u00e8rement sous licence, ax\u00e9 sur les centres de contact. Un r\u00e9seau d\u2019op\u00e9rateurs avec plus de 20 ans d\u2019exp\u00e9rience !<\/p>

Nous tenons nos promesses. Notre pourcentage de r\u00e9solution au premier appel est sup\u00e9rieur \u00e0 90 % et nous en sommes fiers. Demandez-vous si vous \u00eates pr\u00eat pour un service aussi exceptionnel !<\/p>

Notre solution de centre de contact omnicanal,\u00a0NobelBiz Omni+\u00a0<\/b><\/a>s\u2019adapte \u00e0 toutes les entreprises, sans besoin de contrats \u00e0 long terme, sans frais de r\u00e9siliation anticip\u00e9e \u00e9normes, et pas de co\u00fbts cach\u00e9s. Nous sommes l\u00e0 pour vous, pas pour nous !<\/p>

Notre offre<\/strong><\/h4>
  • Service social pour le clients<\/li><\/ul>

    Lorsque vous communiquez dans les r\u00e9seaux choisis de vos clients, cela devient un moyen personnel et intuitif d\u2019interagir dans le contexte et le confort de leur vie.<\/p>

    • Un service unifi\u00e9<\/li><\/ul>

      Lorsque les clients vous contactent par le canal de leur choix, les agents travaillent \u00e0 partir d\u2019une interface unique, ce qui permet un service \u00e0 la client\u00e8le plus rapide, plus personnel et plus coh\u00e9rent.<\/p>

      • Chat<\/li><\/ul>

        Le webchat est un moyen rapide et efficace d\u2019offrir de l\u2019aide et de cr\u00e9er des liens personnels avec les clients.<\/p>

        • T\u00e9l\u00e9phone<\/li><\/ul>

          Les clients veulent parler \u00e0 quelqu\u2019un \u2013 leur faciliter la t\u00e2che. La voix humaine est un outil puissant pour r\u00e9soudre les probl\u00e8mes, ainsi qu\u2019un canal qui vous rapproche de vos clients.<\/p>

          • Outbound<\/li><\/ul>

            OMNI+ utilise un algorithme pr\u00e9dictif pour pr\u00e9voir le moment o\u00f9 les agents seront disponibles et ajuste le taux de num\u00e9rotation. Il analyse \u00e9galement les appels infructueux afin de d\u00e9terminer comment rappeler.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

            Le service \u00e0 la client\u00e8le a radicalement chang\u00e9 avec l\u2019av\u00e8nement de l\u2019\u00e8re digitale. Aujourd\u2019hui, quelle que soit la mani\u00e8re dont un client s\u2019adresse \u00e0 sa marque pr\u00e9f\u00e9r\u00e9e, il voudra toujours que ses probl\u00e8mes soient r\u00e9solus rapidement. Plus encore, ce client voudra communiquer par le canal de son choix. Pour les centres d\u2019appel, r\u00e9pondre \u00e0 ces […]<\/p>\n","protected":false},"author":22,"featured_media":21282,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"link","meta":{"content-type":"","inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[219],"tags":[377,376,381,382],"class_list":["post-17879","post","type-post","status-publish","format-link","has-post-thumbnail","hentry","category-insights-fr","tag-centre-dappels","tag-centre-de-contact","tag-omnicanal","tag-technologie","post_format-post-format-link"],"yoast_head":"\nL\u2019avenir du centre d\u2019appel est Omnicanal<\/title>\n<meta name=\"description\" content=\"Pour les centres d\u2019appel, r\u00e9pondre aux exigences n\u00e9cessite une technologie qui m\u00e8le tous les canaux de communication et les donn\u00e9es clients.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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is a world-class Telecom and CCaaS company with almost 20 years of experience, delivering complete and tailored solutions for contact centers across the globe irrespective of size, industry or activity. Based in Cheyenne, WY, NobelBiz has grown to serve Contact Centers globally providing World-Class Voice Services, Cloud Contact Center, and Omnichannel solutions. NobelBiz is the only call center-focused telecom carrier in the industry. We are dead-set on empowering call centers conversations all day, everyday. NobelBiz transforms Contact Centers into higher-performing Intelligent Contact Centers. We help take companies from isolated cost center to company-wide intelligence generator for customer service, sales, marketing, product development, and more. The NobelBiz Voice Carrier Network is the only telecom network built for contact centers, having no rivals in terms of services, coverage, and pricing. NobelBiz offers the most versatile selection of smart tools to increase contact rates, mitigate impacts of call labeling and blocking, and provide all-around compliance. The NobelBiz OMNI+ cloud contact center software has a unique blend of capabilities: from Omnichannel, Impressive API integrations, and fast implementation, to simple cross-channel campaign setup and remote work.","email":"info@nobelbiz.com","telephone":"800.975.2844","legalName":"Nobelbiz","foundingDate":"2003-01-17","naics":"517911","numberOfEmployees":{"@type":"QuantitativeValue","minValue":"51","maxValue":"200"}},{"@type":"Person","@id":"https:\/\/nobelbiz.com\/fr\/#\/schema\/person\/0fd594887582acb6d9e137df87fb7d9c","name":"Michael McGuire","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","caption":"Michael McGuire"},"description":"Michael McGuire is a contact center industry expert with almost two decades of experience in the space. His experience includes roles as Director of Contact Center Digital Transformation at NobelBiz, and as Director of Operations at FLS Connect, managing multiple call centers. As President of Anomaly Squared and Targeted Metrics, Michael successfully transitioned companies into remote operations and significantly boosted revenues. With a strong background in customer service, leadership, strategic planning, and operations management, Michael excels in driving growth and innovation in the call center space. 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