{"id":240758,"date":"2020-02-26T20:23:15","date_gmt":"2020-02-27T04:23:15","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=240758"},"modified":"2020-03-09T13:00:35","modified_gmt":"2020-03-09T20:00:35","slug":"comment-adapter-son-organisation-a-la-transformation-de-lexperience-client","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/comment-adapter-son-organisation-a-la-transformation-de-lexperience-client","title":{"rendered":"Comment adapter son organisation \u00e0 la transformation de l&rsquo;exp\u00e9rience client ?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text]<\/p>\n<p class=\"pre_h1\">W\u00e9binaire :\u00a0 SPECIAL MANAGEMENT<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Comment adapter son organisation \u00e0 la transformation de l&rsquo;exp\u00e9rience client ?<\/h1>\n<p>[\/vc_column_text][vc_column_text][\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span><div class=\"wpb_text_column wpb_content_element webinar_single_time\"><div class=\"wpb_wrapper\"><p>On-Demand Webinar<\/p><\/div><\/div>[vc_row_inner][vc_column_inner][vc_column_text]Consid\u00e9r\u00e9s comme un levier essentiel pour le d\u00e9veloppement d\u2019une entreprise, les <strong>Centres de Services<\/strong> structurent leurs fonctionnements notamment par <strong>l\u2019automatisation des processus<\/strong> et la gestion d\u2019interactions omnicanales.<\/p>\n<p>L\u2019usage de nouvelles technologies digitales am\u00e8ne \u00e0 faire \u00e9voluer l\u2019organisation des taches, les comp\u00e9tences des t\u00e9l\u00e9conseillers et les m\u00e9thodes de management d\u2019un centre de contacts.<\/p>\n<p>Equipes RH et m\u00e9tiers conjuguent leurs efforts pour traiter ses nouveaux challenges :<\/p>\n<ul>\n<li>Comment <strong>former les collaborateurs<\/strong> rapidement et de mani\u00e8re continue\u00a0?<\/li>\n<li>Quelles m\u00e9triques utiliser pour un <strong>syst\u00e8me de pilotage efficient<\/strong> de la progression des collaborateurs\u00a0?<\/li>\n<li>Comment <strong>adapter l\u2019organisation et la distribution des flux<\/strong> pour tenir compte de la diversit\u00e9 des profils et des parcours clients\u00a0?<\/li>\n<\/ul>\n<p>Au cours de ce w\u00e9binaire, nous aborderons les solutions et les pratiques recommand\u00e9es par GENESYS pour contribuer \u00e0 un fonctionnement efficace des ressources et des \u00e9quipes au sein d\u2019un centre de contacts.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Heureux de vous revoir,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Ce n\u2019est pas vous ?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7011T000001kp6xQAA\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/240758?thankyou=240758&page_type=webinars&page_attr=Best%20Practice\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/240758\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"fr-fr\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/240758\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"240758\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"E-mail professionnel\" placeholder=\"E-mail professionnel\">\n        <label for=\"fe192\">E-mail professionnel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Pr\u00e9nom\">\n        <label for=\"fe190\">Pr\u00e9nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nom\">\n        <label for=\"fe191\">Nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"T\u00e9l\u00e9phone\">\n        <label for=\"fe215\">T\u00e9l\u00e9phone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Cadre sup\u00e9rieur<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Directeur<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Ing\u00e9nieur\/Architecte<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyste<\/option><option value=\"Partner\">Partenaire<\/option><option value=\"Staff\">Personnel<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe219\">R\u00f4le<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">R\u00e9clamations<\/option><option value=\"Collections\">Collecte<\/option><option value=\"Contact Center Management\">Gestion du centre de contact<\/option><option value=\"Customer Experience\">Exp\u00e9rience client<\/option><option value=\"Customer Service\">Service client<\/option><option value=\"Ecommerce\/Digital Channels\">E-commerce\/canaux digitaux<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Ressources humaines<\/option><option value=\"Influencer\">Influenceur<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">SVI<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Gestion des op\u00e9rations\/processus<\/option><option value=\"Production Management\">Gestion de la production<\/option><option value=\"Purchasing\">Achats<\/option><option value=\"Sales\">Ventes<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe218\">D\u00e9partement<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Nom de la soci\u00e9t\u00e9\">\n        <label for=\"fe193\">Nom de la soci\u00e9t\u00e9<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pays<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">D\u00e9partement\/r\u00e9gion<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Ville\">\n        <label for=\"fe226\">Ville<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Intitul\u00e9 du poste\">\n        <label for=\"fe220\">Intitul\u00e9 du poste<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banque<\/option><option value=\"Business Services\">Services commerciaux<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">\u00c9nergie et services publics<\/option><option value=\"Entertainment\">Divertissement<\/option><option value=\"Government\">Service public<\/option><option value=\"Insurance\">Assurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologies<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Autre<\/option>\n        <\/select>\n        <label for=\"fe221\">Industrie<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Recherches pr\u00e9liminaires<\/option><option value=\"Gathering business requirements\">\u00c9tablissement d\u2019un cahier des charges<\/option><option value=\"Comparing solutions\">Comparaison de solutions<\/option><option value=\"Ready for a conversation\">Pr\u00eat \u00e0 engager une discussion<\/option>\n        <\/select>\n        <label for=\"fe222\">Domaine d\u2019int\u00e9r\u00eat<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1 \u00e0 20<\/option><option value=\"21-50\">21 \u00e0 50<\/option><option value=\"51-100\">51 \u00e0 100<\/option><option value=\"101-300\">101 \u00e0 300<\/option><option value=\"301-500\">301 \u00e0 500<\/option><option value=\"501-1000\">501 \u00e0 1\u00a0000<\/option><option value=\">1000\">Plus de 1\u00a0000<\/option><option value=\"No Contact Center\">Pas un centre de contact<\/option><option value=\"Don't Know\">Ne sait pas<\/option>\n        <\/select>\n        <label for=\"fe225\">Nombre de postes agents<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Oui. Me tenir inform\u00e9 par e-mail ou par t\u00e9l\u00e9phone des informations relatives \u00e0 Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Je souhaite \u00eatre contact\u00e9 par un expert CX<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"S'inscrire\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"S'inscrire\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Les intervenants<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb126655&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Boubacar Diallo<\/strong><br \/>\nSenior Solution Consultant<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb307985&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>V\u00e9ronique DUPRE<\/strong><br \/>\nDirectrice marketing<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text] W\u00e9binaire :\u00a0 SPECIAL MANAGEMENT [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_column_text][\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]Consid\u00e9r\u00e9s comme un levier essentiel pour le d\u00e9veloppement d\u2019une entreprise, les Centres de Services structurent leurs fonctionnements notamment par l\u2019automatisation des processus et la gestion d\u2019interactions omnicanales. L\u2019usage de nouvelles technologies digitales am\u00e8ne \u00e0 faire \u00e9voluer l\u2019organisation des taches, les comp\u00e9tences des t\u00e9l\u00e9conseillers et les m\u00e9thodes de management [&hellip;]<\/p>\n","protected":false},"author":565,"featured_media":242928,"template":"","tax_priority":[54],"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-240758","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54"],"acf":{"w_sdate":"03\/26\/2020 11:00 am","w_edate":"03\/26\/2020 12:00 pm","w_scope":"single","w_single_timezone":"Jeudi 26 mars 2020, 11h00","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"w_tycontent":"<p style=\"text-align: center;\"><strong>Bonjour<\/strong><\/p>\n<p style=\"text-align: center;\">Nous vous remer\u00e7ions pour votre inscription dont nous tenons compte.<\/p>\n<p style=\"text-align: center;\">Vous allez recevoir d&rsquo;ici peu un mail automatique vous donnant le lien d&rsquo;acc\u00e8s \u00e0 la plateforme de w\u00e9binaire ON24 que nous utilisons pour les diffusions de nos contenus.<\/p>\n<p style=\"text-align: center;\">Toute l&rsquo;\u00e9quipe de GENESYS vous souhaite une excellente journ\u00e9e<br \/>\nBien cordialement,<\/p>\n<p>&nbsp;<\/p>\n","resource_next_steps":[{"ID":16595,"post_author":"13","post_date":"2018-08-10 10:13:40","post_date_gmt":"2018-08-10 17:13:40","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]\r\n<h1>[this_page_title]<\/h1>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner width=\"2\/3\"][vc_column_text]Le manque de visibilit\u00e9 sur le traitement des requ\u00eates clients hors du centre de contacts peut cr\u00e9er une inefficacit\u00e9 latente dans vos processus m\u00e9tiers. Selon la taille de votre entreprise, les pertes financi\u00e8res qui en r\u00e9sultent peuvent atteindre les 660 000 euros par an.\r\n\r\nVous trouvez difficile de pr\u00e9voir les volumes de t\u00e2ches \u00e0 traiter offline\u00a0? Vous ne parvenez pas \u00e0 int\u00e9grer les interactions clients et t\u00e2ches offline dans un m\u00eame planning\u00a0? Vous n\u2019avez pas les outils pour identifier et r\u00e9soudre d\u00e9ventuels probl\u00e8mes de performance chez vos agents\u00a0? Les cons\u00e9quences peuvent \u00eatre multiples\u00a0:\r\n<ul>\r\n \t<li>Sous-exploitation de vos effectifs<\/li>\r\n \t<li>Augmentation des co\u00fbts dexploitation<\/li>\r\n \t<li>Exp\u00e9rience client compromise<\/li>\r\n \t<li>D\u00e9lais de traitement trop longs et pertes de chiffre d\u2019affaires<\/li>\r\n<\/ul>\r\nVous souhaitez am\u00e9liorez votre efficacit\u00e9, r\u00e9duire vos d\u00e9lais de traitement et augmenter votre taux de conversion\u00a0? T\u00e9l\u00e9chargez notre fiche conseil pour d\u00e9couvrir 5 pistes d\u2019action \u00e0 privil\u00e9gier.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"16596\" img_size=\"full\"][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform form_type=\"hot\" cta_header=\"T\u00e9l\u00e9chargez maintenant!\" cta_button=\"ENVOYER\" landing_id=\"44569\" cid_id=\"701U0000001QjCO\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Am\u00e9liorez l'efficacit\u00e9 de vos agents sur tous vos processus m\u00e9tiers","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"improving-workforce-efficiency-across-business-processes","to_ping":"","pinged":"","post_modified":"2018-08-10 10:14:08","post_modified_gmt":"2018-08-10 17:14:08","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=16595","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":17469,"post_author":"13","post_date":"2018-08-10 10:13:36","post_date_gmt":"2018-08-10 17:13:36","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]\r\n<h1>[this_page_title]<\/h1>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][vc_column_text]Dans un secteur des voyages, du tourisme et des loisirs marqu\u00e9 par une concurrence acharn\u00e9e, la qualit\u00e9 des interactions clients joue un r\u00f4le capital dans leur fid\u00e9lisation.\r\n\r\nSoyons clairs\u00a0: seules les entreprises capables d\u2019offrir une exp\u00e9rience homog\u00e8ne d\u2019un bout \u00e0 l\u2019autre du parcours client, sur lensemble des canaux et points de contact, parviendront \u00e0 convertir leurs prospects en clients fid\u00e8les.\r\n\r\nT\u00e9l\u00e9chargez cet eBook et d\u00e9couvrez\u00a0:\r\n<ul>\r\n \t<li>Le r\u00f4le cl\u00e9 de l\u2019exp\u00e9rience client dans l\u2019augmentation du chiffre d\u2019affaires et la satisfaction client<\/li>\r\n \t<li>Les 5 leviers essentiels d\u2019une exp\u00e9rience client fluide<\/li>\r\n \t<li>L\u2019importance de ces 5 leviers pour garantir une exp\u00e9rience client homog\u00e8ne dans le monde entier<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform form_type=\"hot\" cta_button=\"ENVOYER\" landing_id=\"46596\" cid_id=\"701U0000001fPUg\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Cap sur une exp\u00e9rience client d\u2019exception","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cap-sur-une-experience-client-dexception","to_ping":"","pinged":"","post_modified":"2018-08-10 10:14:05","post_modified_gmt":"2018-08-10 17:14:05","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=17469","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":17765,"post_author":"13","post_date":"2018-08-10 10:11:46","post_date_gmt":"2018-08-10 17:11:46","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]\r\n<h1>[this_page_title]<\/h1>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner width=\"2\/3\"][vc_column_text]Le d\u00e9fi du poste de travail unifi\u00e9 n'a rien d'un obstacle infranchissable. 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Au cours de ce s\u00e9minaire, nous aborderons les solutions et les pratiques recommand\u00e9es par GENESYS pour contribuer \u00e0 un fonctionnement efficace des ressources et des \u00e9quipes au sein d\u2019un centre d'appels."},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/240758","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/565"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/240758\/revisions"}],"predecessor-version":[{"id":249740,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/240758\/revisions\/249740"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/242928"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=240758"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=240758"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=240758"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=240758"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=240758"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=240758"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=240758"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=240758"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=240758"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=240758"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=240758"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}