{"id":17887,"date":"2023-01-10T14:26:08","date_gmt":"2023-01-10T14:26:08","guid":{"rendered":"https:\/\/nobelbiz.com\/?p=17887"},"modified":"2023-02-09T14:05:32","modified_gmt":"2023-02-09T14:05:32","slug":"7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite","status":"publish","type":"post","link":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/","title":{"rendered":"7 Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"17887\" class=\"elementor elementor-17887\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3a632926 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3a632926\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5e83581d ot-flex-column-vertical\" data-id=\"5e83581d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6af6006b elementor-widget elementor-widget-text-editor\" data-id=\"6af6006b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Mesurer la performance votre centre d\u2019appel est la pierre angulaire de votre campagne entrante. Afin de construire une relation efficace et une exp\u00e9rience satisfaisante avec vos clients, le choix de\u00a0<a href=\"https:\/\/www.journalducm.com\/kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>KPIs<\/b><\/a>\u00a0adapt\u00e9s \u00e0 votre activit\u00e9 de service client est un \u00e9l\u00e9ment vital. Pour vous guider, voici 7 des principaux indicateurs de performance cl\u00e9s pour un excellent service client.<\/p><ul><li><h2>Net Promoter Score (<a href=\"https:\/\/nobelbiz.com\/fr\/blog\/quest-ce-que-le-nps-net-promoter-score-des-centres-de-contact\/\">NPS<\/a>)<\/h2><\/li><\/ul><p>Le Net Promoter Score ou NPS est un KPI qui indique dans quelle mesure vos clients recommanderaient votre service client. Ce param\u00e8tre mesure donc l\u2019intention et la volont\u00e9 de vos clients.<\/p><p>Afin de quantifier cet indicateur, vous devez segmenter les clients en 3 cat\u00e9gories. Avec une \u00e9chelle de 1 \u00e0 10, vous pouvez les qualifier comme suit :<\/p><ul><li>Ambassadeurs (9-10)<\/li><li>Passifs (7-8)<\/li><li>D\u00e9tracteurs (0-6)<\/li><\/ul><p>Le calcul ne s\u2019arr\u00eate pas l\u00e0, il faut ensuite prendre le pourcentage d\u2019ambassadeurs et le soustraire du pourcentage de d\u00e9tracteurs. Ainsi, vous aurez votre score NPS.<\/p><ul><li><h2>Customer Satisfaction Score (<a href=\"https:\/\/nobelbiz.com\/fr\/blog\/comment-mesurer-et-analyser-le-score-de-satisfaction-client-csat\/\">CSAT<\/a>)<\/h2><\/li><\/ul><p>Si vous voulez avoir un indice sur le parcours \u00e9motionnel de votre client. Le KPI le plus important \u00e0 rechercher est le score de satisfaction du client ou CSAT.<\/p><p>Pour ce faire, vous devez demander directement \u00e0 chaque client d\u2019\u00e9valuer sa satisfaction \u00e0 l\u2019\u00e9gard de votre produit, de votre service et de la qualit\u00e9 de son interaction avec les agents. Le CSAT sera alors constitu\u00e9 de la moyenne de tous les retours clients sur une p\u00e9riode donn\u00e9e.<\/p><p>En ce qui concerne le syst\u00e8me de notation, vous pouvez choisir des chiffres, des \u00e9toiles ou des \u00e9motic\u00f4nes. L\u2019aspect le plus essentiel \u00e0 garder \u00e0 l\u2019esprit avant de prendre la d\u00e9cision est les facteurs culturels qui peuvent affecter la compr\u00e9hension du questionnaire.<\/p><ul><li><h2>Dur\u00e9e Moyenne de Traitement (DMT)<\/h2><\/li><\/ul><p>Comme le dit le proverbe, \u201cLe temps, c\u2019est de l\u2019argent\u201d. C\u2019est la r\u00e8gle d\u2019or dans le monde des centres d\u2019appel.<\/p><p>En termes plus pratiques, chaque interaction n\u00e9cessite un certain temps de r\u00e9solution. En particulier lors d\u2019un contact t\u00e9l\u00e9phonique entrant, le co\u00fbt associ\u00e9 est crucial d\u2019un point de vue manag\u00e9rial. D\u2019o\u00f9 le r\u00f4le du DMT, le KPI qui mesure le temps n\u00e9cessaire au traitement d\u2019une demande client.<\/p><p>Dans le cas d\u2019un appel entrant, il faut ajouter la dur\u00e9e de l\u2019appel avec le client et le temps de traitement post-appel (traitement du dossier, informations administratives, etc.). Ce temps, qui varie beaucoup selon les marques, est estim\u00e9 \u00e0 environ 5 minutes.<\/p><p>Il s\u2019agit donc d\u2019une donn\u00e9e essentielle pour g\u00e9rer efficacement votre campagne entrante, que ce soit pour fixer des objectifs de qualit\u00e9 de service ou pour mieux planifier et anticiper la charge de travail de vos agents.<\/p><ul><li><h2>Customer Effort Score<\/h2><\/li><\/ul><p>Il s\u2019agit d\u2019une mesure permettant d\u2019\u00e9valuer le niveau de frustration du client. C\u2019est d\u2019autant plus important aujourd\u2019hui que les m\u00e9dias sociaux et les canaux de communication num\u00e9riques sont en plein essor. D\u2019autant plus qu\u2019il est tr\u00e8s facile de nos jours d\u2019avoir des d\u00e9tracteurs surdimensionn\u00e9s.<\/p><p>Une fois de plus, la meilleure tactique consiste \u00e0 proposer une question stylis\u00e9e : Combien d\u2019efforts avez-vous d\u00fb faire pour obtenir votre r\u00e9ponse ? Une fois que vous avez rassembl\u00e9 les notes. Vous pouvez travailler au niveau du processus pour am\u00e9liorer vos performances. Ce qui inclut, entre autres, un flux de clients plus fluide, un temps d\u2019attente r\u00e9duit ou autre.<\/p><ul><li><h2>Taux de Selfcare<\/h2><\/li><\/ul><p>Qu\u2019il s\u2019agisse d\u2019un webchat ou d\u2019une application de communication, les clients d\u2019aujourd\u2019hui disposent d\u2019un large choix omnicanal pour contacter les marques. En ce sens, le taux de selfcare permet de mesurer la capacit\u00e9 du service client \u00e0 proposer des solutions et des r\u00e9ponses 24h\/24 et 7j\/7 et de r\u00e9duire les co\u00fbts de traitement.<\/p><p>Ce taux vous permet de mesurer la sensibilit\u00e9 num\u00e9rique de vos clients, mais aussi la maturit\u00e9 num\u00e9rique de votre centre d\u2019appel.<\/p><ul><li><h2>SERVQUAL<\/h2><\/li><\/ul><p>Ce nouvel indicateur multidimensionnel mesure le service et la qualit\u00e9 de mani\u00e8re multidimensionnelle. Ce KPI relativement nouveau, cr\u00e9\u00e9 par Valerie Zeithaml, est consid\u00e9r\u00e9 comme la m\u00e9thode la plus pr\u00e9cise pour juger du service \u00e0 la client\u00e8le. En effet, il repose sur un principe tr\u00e8s simple, qui consiste \u00e0 demander \u00e0 un client d\u2019\u00e9valuer son exp\u00e9rience par rapport \u00e0 ses attentes vis-\u00e0-vis de la marque et du service.<\/p><p>En revanche, l\u2019objectif est plus complexe, il s\u2019agit de donner \u00e0 vos clients un rep\u00e8re pour leur permettre de formaliser une r\u00e9ponse pr\u00e9cise sur un th\u00e8me souvent abstrait. Celle de la satisfaction li\u00e9e \u00e0 la r\u00e9alit\u00e9 du service propos\u00e9.<\/p><p>En d\u2019autres termes, SERVQUAL est bas\u00e9 sur 5 dimensions :<\/p><ul><li>Fiabilit\u00e9 : la capacit\u00e9 \u00e0 offrir un service promis de mani\u00e8re satisfaisante et pr\u00e9cise.<\/li><li>Confiance : Le niveau de connaissance et d\u2019amabilit\u00e9 des agents et leur capacit\u00e9 \u00e0 cr\u00e9er un sentiment de confiance.<\/li><li>Tangible : l\u2019apparence ext\u00e9rieure de votre service \u00e0 la client\u00e8le<\/li><li>Empathie : mesure dans laquelle les agents se soucient de la demande des clients et y accordent une attention particuli\u00e8re.<\/li><li>R\u00e9activit\u00e9 ou La rapidit\u00e9 du service fourni<\/li><\/ul><p>Les trois premi\u00e8res dimensions mesurent la perception qu\u2019ont vos clients du service \u00e0 la client\u00e8le. Chaque indicateur peut \u00eatre mesur\u00e9, par exemple sur une \u00e9chelle de 1 \u00e0 10, ou par des avis allant de \u201cPas du tout d\u2019accord\u201d \u00e0 \u201cTout \u00e0 fait d\u2019accord\u201d.<\/p><ul><li><h2>Taux de R\u00e9solution<\/h2><\/li><\/ul><p>Comme son nom l\u2019indique, cet indicateur de performance cl\u00e9 vous permet de quantifier la proportion de demandes qui sont r\u00e9solues lors du premier appel. C\u2019est la derni\u00e8re ligne droite pour conna\u00eetre la satisfaction du client mais aussi l\u2019efficacit\u00e9 de vos agents. C\u2019est pourquoi il est consid\u00e9r\u00e9 par les marques comme l\u2019indicateur de la viabilit\u00e9 d\u2019un centre de contact. Plus votre taux est \u00e9lev\u00e9, meilleure sera votre performance.<\/p><p>Afin d\u2019am\u00e9liorer ce KPI, la strat\u00e9gie est centr\u00e9e sur 3 dimensions :<\/p><ul><li>Fixer des objectifs \u00e0 atteindre et former r\u00e9guli\u00e8rement vos agents,<\/li><li>Mesurez pr\u00e9cis\u00e9ment vos performances en mettant en place une grille d\u2019attente des clients (avec un temps de r\u00e9solution associ\u00e9 pour chaque raison d\u2019appel).<\/li><li>Mesurez quantitativement vos performances. Cela implique la mise en place d\u2019une grille des attentes des clients (par exemple, dur\u00e9e de l\u2019appel, temps de r\u00e9solution, raison de la demande, etc.)<\/li><\/ul><p>Disposer d\u2019une technologie qui relie le chemin digital \u00e0 celui t\u00e9l\u00e9phonique du client. \u00c0 cet \u00e9gard,\u00a0<a href=\"https:\/\/nobelbiz.com\/fr\/omnicanal-centre-de-contact\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>Omni+<\/b><\/a>\u00a0de\u00a0<a href=\"https:\/\/nobelbiz.com\/fr\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>NobelBiz<\/b><\/a>\u00a0offre \u00e0 votre centre d\u2019appel une technologie omnicanal performante et de qualit\u00e9 qui combine tous les canaux de communication existants et vous rapproche plus que jamais de vos clients.\u00a0Une fois cette strat\u00e9gie mise en place, il y a de fortes chances que vos performances de service client soient au plus haut niveau !<\/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":"<p>Mesurer la performance votre centre d\u2019appel est la pierre angulaire de votre campagne entrante. Afin de construire une relation efficace et une exp\u00e9rience satisfaisante avec vos clients, le choix de\u00a0KPIs\u00a0adapt\u00e9s \u00e0 votre activit\u00e9 de service client est un \u00e9l\u00e9ment vital. Pour vous guider, voici 7 des principaux indicateurs de performance cl\u00e9s pour un excellent service [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":17888,"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":[377,376,388,387,386,389],"class_list":["post-17887","post","type-post","status-publish","format-link","has-post-thumbnail","hentry","category-insights-fr","tag-centre-dappels","tag-centre-de-contact","tag-cles","tag-indicateur","tag-kpi","tag-performance","post_format-post-format-link"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9<\/title>\n<meta name=\"description\" content=\"Nous explorons les 7 Indicateurs cl\u00e9s de performance pour un service client de qualit\u00e9.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9\" \/>\n<meta property=\"og:description\" content=\"Nous explorons les 7 Indicateurs cl\u00e9s de performance pour un service client de qualit\u00e9.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/\" \/>\n<meta property=\"og:site_name\" content=\"NobelBiz\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/nobelbizinc\" \/>\n<meta property=\"article:published_time\" content=\"2023-01-10T14:26:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-09T14:05:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/nobelbiz.com\/wp-content\/uploads\/2023\/01\/Indicateurs-de-Performance-Cles-Service-Client-800x451-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"451\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Michael McGuire\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@NobelBiz\" \/>\n<meta name=\"twitter:site\" content=\"@NobelBiz\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Michael McGuire\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9","description":"Nous explorons les 7 Indicateurs cl\u00e9s de performance pour un service client de qualit\u00e9.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/","og_locale":"fr_FR","og_type":"article","og_title":"7 Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9","og_description":"Nous explorons les 7 Indicateurs cl\u00e9s de performance pour un service client de qualit\u00e9.","og_url":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/","og_site_name":"NobelBiz","article_publisher":"https:\/\/www.facebook.com\/nobelbizinc","article_published_time":"2023-01-10T14:26:08+00:00","article_modified_time":"2023-02-09T14:05:32+00:00","og_image":[{"width":800,"height":451,"url":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2023\/01\/Indicateurs-de-Performance-Cles-Service-Client-800x451-1.jpg","type":"image\/jpeg"}],"author":"Michael McGuire","twitter_card":"summary_large_image","twitter_creator":"@NobelBiz","twitter_site":"@NobelBiz","twitter_misc":{"\u00c9crit par":"Michael McGuire","Dur\u00e9e de lecture estim\u00e9e":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#article","isPartOf":{"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/"},"author":{"name":"Michael McGuire","@id":"https:\/\/nobelbiz.com\/fr\/#\/schema\/person\/0fd594887582acb6d9e137df87fb7d9c"},"headline":"7 Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9","datePublished":"2023-01-10T14:26:08+00:00","dateModified":"2023-02-09T14:05:32+00:00","mainEntityOfPage":{"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/"},"wordCount":1166,"commentCount":0,"publisher":{"@id":"https:\/\/nobelbiz.com\/fr\/#organization"},"image":{"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#primaryimage"},"thumbnailUrl":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2023\/01\/Indicateurs-de-Performance-Cles-Service-Client-800x451-1.jpg","keywords":["Centre d'appels","Centre de contact","cl\u00e9s","Indicateur","KPI","performance"],"articleSection":["Insights"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/","url":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/","name":"Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9","isPartOf":{"@id":"https:\/\/nobelbiz.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#primaryimage"},"image":{"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#primaryimage"},"thumbnailUrl":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2023\/01\/Indicateurs-de-Performance-Cles-Service-Client-800x451-1.jpg","datePublished":"2023-01-10T14:26:08+00:00","dateModified":"2023-02-09T14:05:32+00:00","description":"Nous explorons les 7 Indicateurs cl\u00e9s de performance pour un service client de qualit\u00e9.","breadcrumb":{"@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#primaryimage","url":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2023\/01\/Indicateurs-de-Performance-Cles-Service-Client-800x451-1.jpg","contentUrl":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2023\/01\/Indicateurs-de-Performance-Cles-Service-Client-800x451-1.jpg","width":800,"height":451,"caption":"7 KPI Pour Un Service Client De Qualit\u00e9"},{"@type":"BreadcrumbList","@id":"https:\/\/nobelbiz.com\/fr\/blog\/7-indicateurs-cles-de-performance-pour-un-service-client-de-qualite\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/nobelbiz.com\/fr\/"},{"@type":"ListItem","position":2,"name":"7 Indicateurs Cl\u00e9s De Performance Pour Un Service Client De Qualit\u00e9"}]},{"@type":"WebSite","@id":"https:\/\/nobelbiz.com\/fr\/#website","url":"https:\/\/nobelbiz.com\/fr\/","name":"NobelBiz","description":"Contact Center Technology Solutions","publisher":{"@id":"https:\/\/nobelbiz.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/nobelbiz.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/nobelbiz.com\/fr\/#organization","name":"NobelBiz","url":"https:\/\/nobelbiz.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/nobelbiz.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2025\/09\/NobelBiz-logo-696.jpg","contentUrl":"https:\/\/nobelbiz.com\/wp-content\/uploads\/2025\/09\/NobelBiz-logo-696.jpg","width":696,"height":696,"caption":"NobelBiz"},"image":{"@id":"https:\/\/nobelbiz.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/nobelbizinc","https:\/\/x.com\/NobelBiz","https:\/\/mastodon.social\/@Nobelbiz","https:\/\/www.youtube.com\/Nobelbiz"],"description":"NobelBiz 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. Mike is also a proud Board Member for R.E.A.C.H Trade Group, promoting consumer protection and satisfaction and Co-host of the Off Skripted Podcast \u2013 a show about Life, Call Centers and everything in between.","sameAs":["https:\/\/www.linkedin.com\/in\/michael-mcguire-932872161\/"],"url":"https:\/\/nobelbiz.com\/fr\/blog\/author\/michael-mcguire\/"}]}},"modified_by":null,"_links":{"self":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts\/17887","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/users\/22"}],"replies":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/comments?post=17887"}],"version-history":[{"count":0,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts\/17887\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/media\/17888"}],"wp:attachment":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/media?parent=17887"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/categories?post=17887"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/tags?post=17887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}