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Home > Fr > Entreprise > Ameliorer Experience Client

Offrez une expérience de service clientèle de qualité avec la solution de centre d’appels en nuage d’Ooma

OBTENIR UNE CONSULTATION GRATUITE

ou appelez le 866-467-6935

Votre centre d’appels est la plaque tournante des interactions critiques avec les clients, et Ooma Enterprise peut jouer un rôle majeur pour la fourniture d’une expérience client inégalée qui améliore la fidélité et les revenus.

Les défis du service clientèle : résolus.

Offrir une expérience de classe mondiale à chaque appelant tout en gérant efficacement les ressources et en réduisant au maximum la rotation des agents n’est pas une mince affaire. Voici quelques-uns des défis spécifiques auxquels les clients étaient confrontés avant de passer à Ooma :

  • Difficulté à planifier l’affectation du personnel : pas d’outils de rapport en temps réel pour aider à planifier les pics d’appels et maintenir le temps d’attente à un niveau bas sans gaspiller les ressources.
  • Mauvais contrôle de la qualité et accompagnement : les outils d’analyse et de rapport des responsables ainsi que l’enregistrement des appels n’étaient pas facilement disponibles ou étaient mal priorisés.
  • Manque d’intégration : les solutions traditionnelles de centres d’appels sur site ne fonctionnent pas avec d’autres applications d’entreprise telles que la gestion de la relation client (CRM), la gestion des tickets d’assistance client, la facturation et le traitement des paiements.
  • Difficulté à recruter des employés en dehors des heures de pointe : il n’était pas possible pour un agent de contacter par messagerie instantanée un autre membre de l’équipe pour lui demander des informations concernant une question d’un client au téléphone. Le personnel supplémentaire ne peut pas répondre aux questions du centre d’appels lorsque le volume d’appels est élevé.
  • Rapports en temps réel non disponibles dans le nuage pour une analyse/un accès immédiat, ou pour l’accompagnement des agents.
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Comment le centre d’appels Ooma Enterprise améliore l’expérience client.

Ooma Enterprise offre une solution de centre d’appels en nuage complète, efficace et facile à gérer qui permet à vos agents et à vos clients de vivre une expérience agréable et positive.

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  • Notre centre d’appels hébergé et nos systèmes de communications d’entreprise basés sur le nuage sont intégrés. Tout employé peut se connecter à une file d’attente et prendre des appels lorsque les volumes sont élevés. Cela permet à l’équipe de gérer les heures de pointe ou les pics occasionnels sans gaspiller les ressources en attente.
  • Notre solution de centre d’appels en nuage comprend des fonctionnalités intégrées pour l’enregistrement des appels et l’évaluation des agents afin de mesurer et de gérer leurs performances. Les fonctionnalités d’intervention et de chuchotement de notre PBX en nuage peuvent être utilisées pour l’accompagnement et la formation pratiques.
  • Nous fournissons une intégration GRC pour unifier vos logiciels de centre d’appels avec les applications qui font fonctionner votre entreprise. Les appels peuvent être automatiquement enregistrés dans des applications telles que Salesforce et Microsoft Dynamics, et les agents peuvent cliquer sur les enregistrements GRC pour lancer un appel, ce qui leur fait gagner du temps.
  • Notre solution de centre d’appels VoIP dispose de tableaux de bord faciles à utiliser, dont « MyDay », qui permet aux agents d’examiner et d’optimiser leur temps de résolution et leurs performances globales. Les responsables des centres d’appels peuvent analyser l’activité en temps réel et accompagner les agents pour améliorer la productivité. Des rapports en ligne supplémentaires donnent un aperçu de l’activité globale du centre de contact et des mesures pour les mises à jour de la direction.
  • La solution de centre d’appels Ooma Enterprise est gérée dans le nuage. Vous bénéficiez donc de mises à jour automatiques et votre équipe informatique peut se concentrer sur les priorités stratégiques plutôt que sur la mise en œuvre ou la maintenance.
  • Les agents à distance peuvent utiliser le même système, qu’ils se trouvent dans leur bureau à domicile, au siège de votre entreprise ou au bureau de votre centre d’appels, ce qui vous permet d’engager les meilleurs agents, et pas seulement les plus proches.
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Si vous souhaitez en savoir plus sur la manière dont une solution de centre d’appels hébergé peut contribuer à améliorer votre expérience de service, n’hésitez pas à nous le faire savoir. Même si vous ne choisissez pas Ooma Enterprise, vous obtiendrez des informations précieuses sur ce que vous devez rechercher dans une solution de centre de contact.

Découvrez comment la solution de centre d’appels en nuage d’Ooma améliorera votre expérience de service clientèle, renforcera la satisfaction et stimulera la croissance de votre entreprise.

Appelez le 877-353-5185

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