{"id":221051,"date":"2019-11-06T10:52:47","date_gmt":"2019-11-06T10:52:47","guid":{"rendered":"https:\/\/interaction-force.net\/?page_id=221051"},"modified":"2019-11-07T09:06:04","modified_gmt":"2019-11-07T09:06:04","slug":"strategie-du-centre","status":"publish","type":"page","link":"https:\/\/interaction-force.net\/fr\/solutions\/strategie-du-centre","title":{"rendered":"Strat\u00e9gie du Centre de Contact"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbHero Section\u00a0\u00bb _builder_version=\u00a0\u00bb3.22&Prime; background_image=\u00a0\u00bbhttps:\/\/interaction-force.net\/wp-content\/uploads\/2019\/05\/background-image-1.svg\u00a0\u00bb background_position=\u00a0\u00bbbottom_right\u00a0\u00bb custom_padding=\u00a0\u00bb0|0|103px|0px|false|false\u00a0\u00bb][et_pb_row custom_padding_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb module_class=\u00a0\u00bbbreadcrumb\u00a0\u00bb _builder_version=\u00a0\u00bb3.25&Prime; custom_margin_tablet=\u00a0\u00bb\u00a0\u00bb custom_margin_phone=\u00a0\u00bb\u00a0\u00bb custom_margin_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb custom_padding=\u00a0\u00bb29px|0px|62px|0px|false|false\u00a0\u00bb custom_padding_tablet=\u00a0\u00bb\u00a0\u00bb custom_padding_phone=\u00a0\u00bb\u00a0\u00bb animation_style=\u00a0\u00bbslide\u00a0\u00bb animation_direction=\u00a0\u00bbtop\u00a0\u00bb animation_duration=\u00a0\u00bb500ms\u00a0\u00bb animation_intensity_slide=\u00a0\u00bb10%\u00a0\u00bb animation_starting_opacity=\u00a0\u00bb20%\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<span><span><a href=\"https:\/\/interaction-force.net\/fr\">Home<\/a><\/span><\/span><br \/>\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; admin_label=\u00a0\u00bbAccepts Payment everywhere\u00a0\u00bb _builder_version=\u00a0\u00bb3.25&Prime; background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb custom_margin=\u00a0\u00bb||\u00a0\u00bb custom_padding=\u00a0\u00bb0||0||true|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbStrat\u00e9gie du Centre de Contact\u00a0\u00bb button_text=\u00a0\u00bbOnze diensten\u00a0\u00bb _builder_version=\u00a0\u00bb3.19.5&Prime; header_font=\u00a0\u00bb||||||||\u00a0\u00bb header_font_size=\u00a0\u00bb36px\u00a0\u00bb body_font=\u00a0\u00bb||||||||\u00a0\u00bb use_background_color=\u00a0\u00bboff\u00a0\u00bb custom_button=\u00a0\u00bbon\u00a0\u00bb button_text_color=\u00a0\u00bb#ffffff\u00a0\u00bb button_border_width=\u00a0\u00bb0px\u00a0\u00bb button_font=\u00a0\u00bb||||||||\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb background_layout=\u00a0\u00bblight\u00a0\u00bb custom_margin=\u00a0\u00bb||||false\u00a0\u00bb header_font_size_tablet=\u00a0\u00bb\u00a0\u00bb header_font_size_phone=\u00a0\u00bb34px\u00a0\u00bb header_font_size_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb box_shadow_style_button=\u00a0\u00bbpreset3&Prime; box_shadow_horizontal_button=\u00a0\u00bb-1px\u00a0\u00bb box_shadow_vertical_button=\u00a0\u00bb10px\u00a0\u00bb box_shadow_color_button=\u00a0\u00bbrgba(0,154,222,0.41)\u00a0\u00bb]<\/p>\n<p><span>Vous avez essay\u00e9 d\u2019appeler quelqu\u2019un mais personne n\u2019a r\u00e9pondu ? \u00cates-vous pr\u00eat quand la personne appel\u00e9e essaie de vous rappeler ? Va-t-il entrer en contact avec quelqu\u2019un qui sait pourquoi vous avez essay\u00e9 de le joindre ? Ou appelez-vous anonymement ?<\/span><\/p>\n<p>[\/et_pb_cta][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; background_blend=\u00a0\u00bboverlay\u00a0\u00bb custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/interaction-force.net\/wp-content\/uploads\/2019\/05\/strategy-img.svg\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb3.23&Prime; max_width=\u00a0\u00bb48%\u00a0\u00bb max_width_tablet=\u00a0\u00bb74%\u00a0\u00bb max_width_phone=\u00a0\u00bb\u00a0\u00bb max_width_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb module_alignment=\u00a0\u00bbleft\u00a0\u00bb animation_style=\u00a0\u00bbslide\u00a0\u00bb animation_direction=\u00a0\u00bbtop\u00a0\u00bb animation_intensity_slide=\u00a0\u00bb10%\u00a0\u00bb custom_css_main_element=\u00a0\u00bbbottom:0;||valign:bottom;||margin:auto;\u00a0\u00bb always_center_on_mobile=\u00a0\u00bboff\u00a0\u00bb][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbWhat we do best Row\u00a0\u00bb _builder_version=\u00a0\u00bb3.22&Prime; background_color=\u00a0\u00bb#f9f9f9&Prime;][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime;][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbEnqu\u00eate sur l\u2019int\u00e9gration du Centre de Contact\u00a0\u00bb button_url=\u00a0\u00bbhttp:\/\/CTA\u00a0\u00bb _builder_version=\u00a0\u00bb3.19.5&Prime; header_font=\u00a0\u00bb||||||||\u00a0\u00bb header_font_size=\u00a0\u00bb28px\u00a0\u00bb body_font=\u00a0\u00bb||||||||\u00a0\u00bb use_background_color=\u00a0\u00bboff\u00a0\u00bb custom_button=\u00a0\u00bbon\u00a0\u00bb button_text_color=\u00a0\u00bb#ffffff\u00a0\u00bb button_border_width=\u00a0\u00bb0px\u00a0\u00bb button_font=\u00a0\u00bb||||||||\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb background_layout=\u00a0\u00bblight\u00a0\u00bb box_shadow_style_button=\u00a0\u00bbpreset3&Prime; box_shadow_horizontal_button=\u00a0\u00bb-1px\u00a0\u00bb box_shadow_vertical_button=\u00a0\u00bb10px\u00a0\u00bb box_shadow_color_button=\u00a0\u00bbrgba(0,154,222,0.41)\u00a0\u00bb]<\/p>\n<p>Une organisation a \u00e9tabli des flux de travail et elle travaille avec une application verticale existante ou avec la GRC, inh\u00e9rentes \u00e0 sa sp\u00e9cialit\u00e9. Ces flux de travail contiennent les connaissances professionnelles, ainsi que de nombreuses informations imm\u00e9diatement utiles pour communiquer avec le client ou avec le prospect.<\/p>\n<p>Des fonctionnalit\u00e9s de centre de contact s\u2019ajoutent \u00e0 ces applications existantes afin d\u2019am\u00e9liorer la productivit\u00e9, d\u2019augmenter les chiffres d\u2019affaires et d\u2019optimiser la satisfaction du client.<\/p>\n<p>[\/et_pb_cta][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.0.5&Prime;]<\/p>\n<h2><span style=\"font-size: large;\">L\u2019enqu\u00eate r\u00e9pond concr\u00e8tement aux questions suivantes :<\/span><\/h2>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|29px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><span>Quelles fonctionnalit\u00e9s de centre de contact doivent-elles \u00eatre int\u00e9gr\u00e9es ? SVI, appels entrants et sortants, e-mail, Internet libre-service, chat, chat room etc.<\/span><\/li>\n<li><span>O\u00f9 dans ce processus ou dans cette application existante ces fonctionnalit\u00e9s doivent-elles \u00eatre ins\u00e9r\u00e9es ?<\/span><\/li>\n<li><span>Comment int\u00e9grer de mani\u00e8re rentable ?<\/span><\/li>\n<li><span>Quelles informations doivent-elles \u00eatre envoy\u00e9es aux employ\u00e9s et sous quelle forme ?<\/span><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><span>Quels sont les Indicateurs Cl\u00e9s de Performance (ICP) ?<\/span><\/li>\n<li><span>De quels tableaux de bord et de quels rapports en temps r\u00e9el les managers doivent-ils disposer ?<\/span><\/li>\n<li><span>Comment l\u2019information peut-elle conduire \u00e0 l\u2019accroissement des connaissances et comment les connaissances nouvellement acquises peuvent-elles \u00eatre transmises aux employ\u00e9s et aux clients ?<\/span><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.0.5&Prime;]<\/p>\n<h2><span style=\"font-size: large;\">\u00c0 qui s\u2019adresse l\u2019Enqu\u00eate d\u2019Int\u00e9gration du Centre de Contact?<\/span><\/h2>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|29px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>La fid\u00e9lisation:<span>\u00a0<\/span><\/strong><span>Le fait d\u2019organiser et d\u2019utiliser rapidement les donn\u00e9es client pertinentes au cours d\u2019une conversation conduira \u00e0 une approche personnelle et donnera au client le sentiment que votre entreprise le conna\u00eet et le comprend. Cela entra\u00eenera la fid\u00e9lisation de la client\u00e8le.<\/span><\/li>\n<li><strong>Du service am\u00e9lior\u00e9 :<span>\u00a0<\/span><\/strong><span>l\u2019employ\u00e9 du service d\u2019assistance ne prendra pas uniquement l\u2019appel, il recevra \u00e9galement les donn\u00e9es pertinentes pour continuer \u00e0 assister le client avec pr\u00e9cision. Le client percevra votre entreprise comme un prestataire de services professionnel.<\/span><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>L\u2019entreprise comme un centre de connaissances:<span>\u00a0<\/span><\/strong><span>tous les employ\u00e9s peuvent ajouter ou modifier des informations tr\u00e8s vite, le client \u00e9tant toujours en ligne. L\u2019entreprise dispose donc d\u2019informations correctes sur lesquelles les analyses peuvent \u00eatre effectu\u00e9es, par exemple, par des personnes responsables du marketing souhaitant organiser des actions d\u2019upselling, ou des managers de services cherchant \u00e0 offrir un nouveau ou meilleur service.<\/span><\/li>\n<li><strong>De l\u2019information de gestion:<span>\u00a0<\/span><\/strong><span>dle manager a plus de contr\u00f4le. Il peut mesurer objectivement la productivit\u00e9 et la charge de travail gr\u00e2ce \u00e0 des tableaux de bord en temps r\u00e9el et \u00e0 des rapports ex-post. Il peut v\u00e9rifier si les r\u00e9sultats souhait\u00e9s ont \u00e9t\u00e9 obtenus et prendre les mesures appropri\u00e9es.<\/span><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime; custom_padding=\u00a0\u00bb1px|||||\u00a0\u00bb]<\/p>\n<h2><span>Plan d\u2019Approche<\/span><\/h2>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|17px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.0.5&Prime;]<\/p>\n<p><span style=\"text-decoration: underline;\">phase 1: D\u00e9terminer les canaux d\u2019interaction \u00e0 int\u00e9grer<\/p>\n<p><\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>Analyse des canaux d\u2019interaction actuellement utilis\u00e9s par les groupes cibles<\/strong><br \/><span>\u2013 Appels t\u00e9l\u00e9phoniques<\/span><br \/><span>\u2013 Serveur Vocal Interactif<\/span><br \/><span>\u2013 Portail Vocal<\/span><br \/><span>\u2013 Courriel<\/span><br \/><span>\u2013 Libre-service sur le web avec possibilit\u00e9 de d\u00e9bordement par courriel, par mod\u00e8le web (\u00ab\u00a0web template\u00a0\u00bb) ou par appel<\/span><br \/><span>\u2013 Chat avec employ\u00e9<\/span><br \/><span>\u2013 Chat room<\/span><\/li>\n<li><strong>V\u00e9rifier pour voir quelles questions devraient \u00eatre trait\u00e9es imm\u00e9diatement par l\u2019employ\u00e9. Cet examen prend en compte deux perspectives diff\u00e9rentes<\/strong><br \/><span>\u2013 la fid\u00e9lisation, la satisfaction du client et les activit\u00e9s d\u2019upselling<\/span><br \/><span>\u2013 la complexit\u00e9 de la question<\/span><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>Analyse des informations \u00e9chang\u00e9es \u00e0 travers les diff\u00e9rents canaux d\u2019interaction<\/strong><br \/><span>\u2013 Informations sur les produits et sur les services<\/span><br \/><span>\u2013 Demandes d\u2019offres<\/span><br \/><span>\u2013 Commandes<\/span><br \/><span>\u2013 Informations sur la livraison<\/span><br \/><span>\u2013 Informations sur la facture<\/span><br \/><span>\u2013 Questions pour le service d\u2019assistance<\/span><\/li>\n<li><strong>D\u00e9terminer par quels canaux d\u2019interaction tout cela se produira<\/strong><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|17px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<p><span>Phase 2: Application existante ou GRC : flux de travail fonctionnel<\/span><\/p>\n<p><span>Le flux de travail existant est analys\u00e9 selon la perspective du centre de contact<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong><span>La r\u00e9ception et le routage :<\/span><br \/><\/strong><span>\u2013 Quelles sont les questions que le client posera au d\u00e9but du processus ?<\/span><br \/><span>\u2013 Comment identifier et qualifier les diff\u00e9rents types de questions ?<\/span><br \/><span>\u2013 Quelles informations suppl\u00e9mentaires le client fournit-il ou quelles questions suppl\u00e9mentaires doivent-elles \u00eatre pos\u00e9es ?<\/span><br \/><span>\u2013 Quelles informations doivent certainement \u00eatre saisies dans l\u2019application existante ou dans la GRC ?<\/span><br \/><span>\u2013 Comment les outils de centre de contact peuvent-ils tout de m\u00eame aider un client lorsqu\u2019il n\u2019y a pas un seul employ\u00e9 disponible ?<\/span><br \/><span>\u2013 Faut-il encore offrir une certaine forme de service apr\u00e8s les heures de bureau ?<\/span><br \/><span>\u2013 Sur la base de quels crit\u00e8res l\u2019appel doit-il \u00eatre achemin\u00e9 vers qui ? Quelles informations doivent \u00eatre envoy\u00e9es ?<\/span>\n<p>&nbsp;<\/p>\n<\/li>\n<li><strong> <span>La manutention et le traitement :<\/span><br \/><\/strong><span>\u2013 Quelles informations doivent \u00eatre automatiquement collect\u00e9es par les outils du centre de contact et visualis\u00e9es par les employ\u00e9s ?<\/span><strong><br \/><\/strong>\u2013 Comment la visualisation doit-elle se produire ?<br \/>\u2013 Est-il possible d\u2019offrir assez rapidement de l\u2019information \u00e0 un employ\u00e9 qui commence une interaction avec un client ou avec un prospect ?<br \/>\u2013 Quelles informations sur le client doivent \u00eatre ajout\u00e9es ou cr\u00e9\u00e9es ?<br \/>\u2013 Quelles qualifications un employ\u00e9 doit-il soumettre \u00e0 la fin d\u2019un appel ou \u00e0 la fin d\u2019une autre interaction ?\n<p>&nbsp;<\/p>\n<\/li>\n<li><strong> <span>Des tableaux de bord et des informations de gestion en temps r\u00e9el :<\/span><br \/><\/strong>\u2013 D\u00e9terminer les SLA (Service Level Agreements) internes et externes avec d\u00e9finition des Indicateurs Cl\u00e9s de Performance ;<br \/>\u2013 D\u00e9terminer comment la productivit\u00e9 des employ\u00e9es sera mesur\u00e9e\u00a0;<br \/>\u2013 D\u00e9finir comment la qualit\u00e9 de r\u00e9ponse sera mesur\u00e9e\u00a0;<br \/>\u2013 D\u00e9finir les rapports que le gestionnaire tiendra \u00e0 la disposition des employ\u00e9s pour l\u2019auto-inspection ;<br \/>\u2013 D\u00e9terminer comment l\u2019information obtenue peut \u00eatre utilis\u00e9e de mani\u00e8re proactive \u00e0 l\u2019\u00e9gard des groupes cibles ;<\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<p><span style=\"text-decoration: underline;\"><span>Phase 3 : Audit technique de l\u2019int\u00e9gration<\/span><br \/> <\/span><\/p>\n<p><span>Nous v\u00e9rifierons comment l\u2019int\u00e9gration peut \u00eatre r\u00e9alis\u00e9e techniquement, avec la rentabilit\u00e9 comme marque de qualit\u00e9.<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>Quelles sont les interfaces pr\u00e9vues par l\u2019application ou par la GRC\u00a0?<br \/><\/strong><\/li>\n<li><strong>De quels connecteurs dispose-t-on d\u00e9j\u00e0\u00a0?<br \/><\/strong><\/li>\n<li><strong>En quoi consiste la structure de la base de donn\u00e9es\u00a0?<br \/><\/strong><\/li>\n<li><strong>O\u00f9 peut-on trouver l\u2019information dans les interactions et o\u00f9 cette information peut-elle \u00eatre sauvegard\u00e9e ?<br \/><\/strong><\/li>\n<li><strong>Quelles mesures de s\u00e9curit\u00e9 faut-il prendre en consid\u00e9ration ?<\/strong><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|17px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<p><span style=\"text-decoration: underline;\"><span>Phase 4:\u00a0 Rapport final<\/span><br \/> <\/span><\/p>\n<p><span>Le rapport final tiendra compte de tous les sujets susmentionn\u00e9s. Vous trouverez ci-dessous un r\u00e9sum\u00e9 :<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>Le d\u00e9veloppement de fonctionnalit\u00e9s des centre de contact qui seront int\u00e9gr\u00e9es dans les applications existantes, dans la GRC et dans les bases de donn\u00e9es\u00a0;<br \/><\/strong><\/li>\n<li><strong>Le d\u00e9veloppement du routage et des flux de canaux d\u2019interaction, avec d\u00e9finition des informations utilisables \u00e0 partir des bases de donn\u00e9es existantes\u00a0;<br \/><\/strong><\/li>\n<li><strong>La d\u00e9finition des SLA internes ou externes avec des ICP inclus\u00a0;<br \/><\/strong><\/li>\n<li><strong>La d\u00e9finition d\u2019une base de donn\u00e9es de connaissances utilisable de mani\u00e8re r\u00e9active et proactive\u00a0;<br \/><\/strong><\/li>\n<li><strong>Le d\u00e9veloppement technique de l\u2019int\u00e9gration au niveau de la programmation<br \/><\/strong><\/li>\n<li><strong>Le d\u00e9veloppement financier avec analyse de retour d\u2019investissement<\/strong><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|17px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<p><span>Phase 5 : l\u2019accompagnement lors de la mise en \u0153uvre des diff\u00e9rentes \u00e9tapes organisationnelles et op\u00e9rationnelles<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>La gestion de projet du processus d\u2019int\u00e9gration r\u00e9el ;<br \/><\/strong><\/li>\n<li><strong>La formation des employ\u00e9s et d\u2019autres parties prenantes\u00a0;<br \/><\/strong><\/li>\n<li><strong>La mesure des r\u00e9sultats concernant les ICP ;<br \/><\/strong><\/li>\n<li><strong>La mesure par le biais de tests t\u00e9l\u00e9phoniques et d\u2019interviews avec le public cible (par ex. les clients, les utilisateurs, les prospects). La qualit\u00e9 des flux de travail adapt\u00e9s sera analys\u00e9e.<br \/><\/strong><\/li>\n<li><strong>Ajustement du plan de projet<\/strong><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|17px|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime; min_height=\u00a0\u00bb28px\u00a0\u00bb]<\/p>\n<p><span>Phase 6: l\u2019\u00e9valuation finale et l\u2019ajustement<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb0|0px|0|0px|false|false\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.25&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb3.27.4&Prime;]<\/p>\n<ul>\n<li><strong>Le projet sera \u00e9valu\u00e9 dans sa totalit\u00e9<br \/><\/strong><\/li>\n<li><strong>\u00a0Un \u00ab\u00a0globe d\u2019apprentissage\u00a0\u00bb sera cr\u00e9\u00e9 pour transformer l\u2019exp\u00e9rience en information durablement utile \u00e0 l\u2019organisation<\/strong><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; 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