{"id":78887,"date":"2018-08-10T10:26:46","date_gmt":"2018-08-10T17:26:46","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=78887"},"modified":"2019-03-12T12:25:40","modified_gmt":"2019-03-12T19:25:40","slug":"forecasting-and-decisions","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/fr-fr\/capabilities\/forecasting-and-decisions","title":{"rendered":"Pr\u00e9visions et Decisions"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbsection_header\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1524761732870{background-image: url(https:\/\/www.genesys.com\/media\/CAPABILITIES-BANNER.jpg?id=11074) !important;}\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text]<\/p>\n<h1>Pr\u00e9vision pour centres d&rsquo;appels<\/h1>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"gicon-container\" style=\"max-width:80%;margin:0 auto;text-align:center;align-items:center;\"><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbcta-bar\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_row full_width=\u00a0\u00bbstretch_row\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<h2>Pr\u00e9vision et planification pr\u00e9cises pour centres de contact en seulement quelques minutes<\/h2>\n<p>La r\u00e9ussite de votre centre de contact d\u00e9pend de la pr\u00e9cision de la planification op\u00e9rationnelle, de l&rsquo;\u00e9tablissement du calendrier et des pr\u00e9visions. En plus de d\u00e9terminer les volumes d&rsquo;appels standard, un plan de centre de contact efficace doit inclure les temps de traitement, les cong\u00e9s maladie, l&rsquo;attrition des agents, les taux de contacts sortants et plus encore. Or, lorsque la planification est seulement un exercice budg\u00e9taire sporadique, vous pouvez facilement passer \u00e0 c\u00f4t\u00e9 des changements internes ou externes qui ont un impact op\u00e9rationnel important.<\/p>\n<p>Transformez vos pr\u00e9visions et planifications de centre de contact gr\u00e2ce \u00e0 Decisions, un syst\u00e8me de gestion ind\u00e9pendant des fournisseurs, d&rsquo;analyse d&rsquo;hypoth\u00e8ses, de planification du personnel et du budget. Decisions est fondamentalement une s\u00e9rie d&rsquo;algorithmes qui d\u00e9veloppe des plans op\u00e9rationnels efficaces et des pr\u00e9visions exactes en une fraction du temps n\u00e9cessaire pour \u00e9laborer une planification de centre de contact de fa\u00e7on traditionnelle. Id\u00e9al pour les cadres sup\u00e9rieurs et les planificateurs d&rsquo;effectifs, Decisions r\u00e9pond \u00e0 d&rsquo;importantes questions concernant les op\u00e9rations, le service, l&rsquo;exp\u00e9rience client et l&rsquo;affectation de ressources.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb10841&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbcta-bar\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1524255478666{background-image: url(https:\/\/www.genesys.com\/media\/home_cta-gradient.jpg?id=2766) !important;}\u00a0\u00bb][vc_row][vc_column]<div class=\"db_cta_dynamic align-center style-dark\" data-offset=\"0\" data-section-bg=\"\" data-limit=\"1\" 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A%5C%2F%5C%2Fwww.genesys.com%5C%2Ffr-fr%5C%2Fresources%5C%2Fhow-to-build-your-business-case-for-ai%22%2C%22industry%22%3A%5B%5D%2C%22priority%22%3A5%7D%2C%22503337%22%3A%7B%22title%22%3A%22D%5Cu00e9mo%20CX%20Cloud%20de%20Genesys%20et%20Salesforce%22%2C%22url%22%3A%22https%3A%5C%2F%5C%2Fwww.genesys.com%5C%2Ffr-fr%5C%2Fresources%5C%2Fcx-cloud-genesys-salesforce-on-demand-demo%22%2C%22industry%22%3A%5B%5D%2C%22priority%22%3A5%7D%2C%22502005%22%3A%7B%22title%22%3A%22Checklist%5Cu00a0%5Cu2013%20Unifiez%20votre%20syst%5Cu00e8me%5Cu00a0CRM%20et%20votre%20centre%20de%20contact%22%2C%22url%22%3A%22https%3A%5C%2F%5C%2Fwww.genesys.com%5C%2Ffr-fr%5C%2Fresources%5C%2Fchecklist-unify-your-crm-system-and-contact-center%22%2C%22industry%22%3A%5B%5D%2C%22priority%22%3A5%7D%2C%22502001%22%3A%7B%22title%22%3A%22CX%5Cu00a0Cloud%20de%20Genesys%20et%20Salesforce%22%2C%22url%22%3A%22https%3A%5C%2F%5C%2Fwww.genesys.com%5C%2Ffr-fr%5C%2Fresources%5C%2Fproduct-overview-cx-cloud-from-genesys-and-salesforce%22%2C%22industry%22%3A%5B%5D%2C%22priority%22%3A5%7D%2C%22500634%22%3A%7B%22title%22%3A%22IDC%20MarketScape%5Cu00a0%3A%20%5Cu00c9valuation%20des%20fournisseurs%20mondiaux%20de%20logiciels%20d%26rsquo%3BIA%20conversationnelle%20%5Cu00e0%20usage%20g%5Cu00e9n%5Cu00e9ral%20en%202023%22%2C%22url%22%3A%22https%3A%5C%2F%5C%2Fwww.genesys.com%5C%2Ffr-fr%5C%2Fresources%5C%2Fidc-marketscape-worldwide-general-purpose-conversational-ai-software-2023-vendor-assessment%22%2C%22industry%22%3A%5B%5D%2C%22priority%22%3A5%7D%2C%22498717%22%3A%7B%22title%22%3A%22Customer%20experience%20horizons%22%2C%22url%22%3A%22https%3A%5C%2F%5C%2Fwww.genesys.com%5C%2Ffr-fr%5C%2Fresources%5C%2Fcustomer-experience-horizons%22%2C%22industry%22%3A%5B%5D%2C%22priority%22%3A5%7D%7D\"><h3>La planification strat\u00e9gique doit \u00eatre plus qu'un exercice annuel<\/h3><div class=\"genesys-button medium align-center genesys-white \"><a href=\"\/resources\/strategic-planning-must-be-more-than-an-annual-exercise\" target=\"\" rel=\"\">Read the paper<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"gicon-container\" style=\"\"><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<h3>Ne laissez aucune place \u00e0 l&rsquo;approximation dans la pr\u00e9vision du centre de contact<\/h3>\n<p>Decisions peut calculer rapidement et pr\u00e9cis\u00e9ment les r\u00e9sultats de l&rsquo;entreprise pour faciliter les pr\u00e9visions du centre de contact. Il pr\u00e9dit les performances futures et r\u00e9v\u00e8le l&rsquo;impact op\u00e9rationnel de divers sc\u00e9narios et hypoth\u00e8ses. Prenez des d\u00e9cisions \u00e9clair\u00e9es et obtenez des r\u00e9sultats optimaux gr\u00e2ce \u00e0 un processus de planification strat\u00e9gique rationalis\u00e9.<\/p>\n<p>Con\u00e7u sp\u00e9cifiquement pour les centres de contact, Decisions vous aide \u00e0 mieux planifier et budg\u00e9tiser. En pr\u00e9voyant avec pr\u00e9cision les performances op\u00e9rationnelles \u00e0 long terme, en tenant compte de l&rsquo;incidence r\u00e9elle des volumes de contacts, de l&rsquo;attrition, des niveaux de service et d&rsquo;autres facteurs cl\u00e9s, vous pouvez \u00e9laborer des plans d&rsquo;effectifs et de services efficaces. De plus, en suivant en permanence les variations du plan, vous pouvez vous adapter plus rapidement au changement et propulser une meilleure exp\u00e9rience client.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<h3>Identifiez et comblez les lacunes concernant les connaissances<\/h3>\n<p>Obtenez des r\u00e9ponses exactes aux questions op\u00e9rationnelles, sans feuilles de calcul. Decisions est une solution de pr\u00e9vision et de planification strat\u00e9giques de centre de contact, qui offre pr\u00e9cision, vitesse et agilit\u00e9. D\u00e9terminez exactement le nombre d&rsquo;agents dont vous avez besoin, semaine apr\u00e8s semaine. Pr\u00e9voyez les niveaux de service, les abandons, les co\u00fbts, les revenus, les r\u00e9sultats de l&rsquo;exp\u00e9rience client et les b\u00e9n\u00e9fices.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"gicon-container\" style=\"\"><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"gicon-container\" style=\"\"><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<h3>Optimisez les effectifs pour stimuler une meilleure exp\u00e9rience client<\/h3>\n<p>Fond\u00e9 sur des capacit\u00e9s de simulation et d&rsquo;analyse avanc\u00e9es, Decisions optimise les ressources et les performances de votre centre de contact. Assurez-vous de disposer du bon nombre d&rsquo;agents au bon endroit et au bon moment pour fournir le service auquel s&rsquo;attendent vos clients. Obtenez un avantage concurrentiel gr\u00e2ce \u00e0 la capacit\u00e9 d&rsquo;analyser les besoins en effectifs hebdomadaires. De plus, \u00e9laborez des plans tr\u00e8s efficaces d&#8217;embauche, de distribution des heures suppl\u00e9mentaires, de r\u00e9partition des cong\u00e9s et de formation, au moment opportun.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<h3>\u00c9liminez le stress de la budg\u00e9tisation<\/h3>\n<p>La cr\u00e9ation de votre budget annuel est essentielle. Decisions vous fournit des donn\u00e9es nettes, organis\u00e9es et facilement disponibles, de sorte que vous puissiez r\u00e9pondre rapidement \u00e0 des questions hypoth\u00e9tiques op\u00e9rationnelles et planifier votre budget en cons\u00e9quence.<\/p>\n<ul>\n<li>Cr\u00e9ez avec pr\u00e9cision des plans d&rsquo;effectifs par type de canal (appels, e-mails, chats) ou groupe de travail, afin d&rsquo;optimiser l&rsquo;efficacit\u00e9 de vos effectifs en utilisant des mod\u00e8les de simulation avec pr\u00e8s de 100\u00a0% d&rsquo;exactitude.<\/li>\n<li>\u00c9valuez les compromis co\u00fbts-performances avec une analyse hypoth\u00e9tique sophistiqu\u00e9e pour d\u00e9terminer les r\u00e9sultats et les risques associ\u00e9s \u00e0 un sc\u00e9nario d&rsquo;effectifs ou de volume d&rsquo;interactions ou \u00e0 toute pr\u00e9vision.<\/li>\n<li>Atteignez un meilleur \u00e9quilibre entre l&#8217;embauche, les heures suppl\u00e9mentaires et la r\u00e9duction de personnel contr\u00f4lable, gr\u00e2ce \u00e0 l&rsquo;analyse prescriptive utilisant des techniques de programmation en nombres entiers qui cr\u00e9ent des plans d&#8217;embauche en temps opportun.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"gicon-container\" style=\"\"><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbcta-bar\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1524255602898{background-image: url(https:\/\/www.genesys.com\/media\/home_cta-gradient.jpg?id=2766) !important;}\u00a0\u00bb][vc_row][vc_column]<div class=\"db_cta_dynamic align-center style-dark\" data-offset=\"0\" data-section-bg=\"\" data-limit=\"1\" 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acc\u00e9l\u00e9rer la prise de d\u00e9cisions op\u00e9rationnelles, l'ensemble de l'\u00e9quipe de direction du centre de contact doit participer au processus de planification.<\/h3><div class=\"genesys-button medium align-center genesys-white \"><a href=\"\/resources\/strategic-planning-must-be-more-than-an-annual-exercise\" target=\"\" rel=\"\">Lire l'article<\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbsection_header\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1524761732870{background-image: url(https:\/\/www.genesys.com\/media\/CAPABILITIES-BANNER.jpg?id=11074) !important;}\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text] Pr\u00e9vision pour centres d&rsquo;appels [\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_class=\u00a0\u00bbcta-bar\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_row full_width=\u00a0\u00bbstretch_row\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text] Pr\u00e9vision et planification pr\u00e9cises pour centres de contact en seulement quelques minutes La r\u00e9ussite de votre centre de contact d\u00e9pend de la pr\u00e9cision [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":8988,"template":"","tax_cap_lobby":[],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-78887","capabilities","type-capabilities","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/78887","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/capabilities"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/78887\/revisions"}],"predecessor-version":[{"id":134967,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/78887\/revisions\/134967"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/8988"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=78887"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_cap_lobby?post=78887"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=78887"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=78887"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=78887"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=78887"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=78887"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=78887"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=78887"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=78887"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=78887"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=78887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}