{"id":1010611,"date":"2026-03-04T14:06:30","date_gmt":"2026-03-04T13:06:30","guid":{"rendered":"https:\/\/odigo.com\/blog\/personnalisez-les-consoles-agent-avec-des-widgets-pour-un-service-client-plus-rapide-et-plus-efficace\/"},"modified":"2026-04-23T17:46:08","modified_gmt":"2026-04-23T16:46:08","slug":"personnalisez-les-consoles-agent-avec-des-widgets-pour-un-service-client-plus-rapide-et-plus-efficace","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/personnalisez-les-consoles-agent-avec-des-widgets-pour-un-service-client-plus-rapide-et-plus-efficace\/","title":{"rendered":"Personnalisez les consoles agent avec des widgets pour un service client plus rapide et plus efficace"},"content":{"rendered":"    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Les op\u00e9rateurs \u00e9nerg\u00e9tiques acc\u00e9l\u00e8rent leur transformation digitale. Ils collectent d\u00e9j\u00e0 des donn\u00e9es par le biais de leurs logiciels de gestion de la relation client (CRM) et de planification des ressources de l\u2019entreprise (ERP), ou d\u2019autres outils, avant de les analyser et de les exploiter pour offrir une exp\u00e9rience client plus cibl\u00e9e et proactive. Les widgets fournissent aux conseillers des informations pr\u00e9cises qui leur permettent d\u2019effectuer facilement des t\u00e2ches et ainsi, d\u2019offrir un service client plus personnalis\u00e9 et plus efficace.  <br><\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Le contexte<\/strong><\/strong><\/h2>\n\n\n\n<p>Un fournisseur de gaz et d\u2019\u00e9lectricit\u00e9 a commenc\u00e9 \u00e0 recueillir des donn\u00e9es sur l\u2019ensemble de son processus de livraison. Gr\u00e2ce \u00e0 une segmentation plus pr\u00e9cise de son march\u00e9, cet op\u00e9rateur peut mettre en avant de nouvelles offres cibl\u00e9es, ainsi que des incitations \u00e0 utiliser les ressources en heures creuses. Il lance en parall\u00e8le une campagne promotionnelle pour encourager les clients \u00e0 moderniser leurs installations. L\u2019op\u00e9rateur a besoin de solutions de service client qui permettent aux conseillers de trouver rapidement et facilement les informations dont ils ont besoin pour pr\u00e9senter ces offres, sans avoir \u00e0 quitter leur console.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Le challenge<\/strong><\/strong><\/h2>\n\n\n\n<p id=\"h-customising-agent-consoles-with-targeted-information\"><strong>Personnalisation des consoles agent avec des informations cibl\u00e9es<\/strong><\/p>\n\n\n\n<p>L\u2019op\u00e9rateur \u00e9nerg\u00e9tique souhaite :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Personnaliser les consoles agent en fonction des comp\u00e9tences requises, <\/li>\n\n\n\n<li>Afficher toutes les informations pertinentes dans les consoles agent, afin que les conseillers n\u2019aient pas besoin d\u2019acc\u00e9der \u00e0 de multiples sources de donn\u00e9es pendant un appel,<\/li>\n\n\n\n<li>Veiller \u00e0 ce que les conseillers disposent des informations dont ils ont besoin, <\/li>\n\n\n\n<li>D\u00e9montrer son expertise, <\/li>\n\n\n\n<li>Accro\u00eetre la flexibilit\u00e9, afin que les consoles soient am\u00e9lior\u00e9es au fur et \u00e0 mesure que ses offres \u00e9voluent.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong><strong><strong>La solution<\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p id=\"h-customisable-widgets-provide-agents-with-targeted-information-and-enable-multiple-functions-within-the-agent-console-including\">Personnaliser les consoles agent en fonction des comp\u00e9tences requises,<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-viewing-recommended-offers-for-each-customer\">Visualisation des offres recommand\u00e9es pour chaque client<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>En fonction de la r\u00e9gion et de la consommation<\/li>\n\n\n\n<li>Mises \u00e0 jour en temps r\u00e9el<\/li>\n\n\n\n<li>Tarification instantan\u00e9e<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-calculating-costs-and-savings\"> Calcul des co\u00fbts et des \u00e9conomies<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Sur les installations existantes ou r\u00e9nov\u00e9es<\/li>\n\n\n\n<li>Pour les consommations r\u00e9elles ou estim\u00e9es<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-preparing-and-sending-new-contracts\">Pr\u00e9paration et envoi des nouveaux contrats<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Avec auto-remplissage des informations clients<\/li>\n\n\n\n<li>Ajout\u00e9s en un clic en pi\u00e8ce jointe d\u2019un e-mail pour le client<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong><strong><strong>La solution<\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Service plus rapide<\/strong><\/li>\n\n\n\n<li><strong>Meilleur engagement client<\/strong><\/li>\n\n\n\n<li><strong>Meilleure satisfaction des conseillers<\/strong><\/li>\n\n\n\n<li><strong>Augmentation des ventes d\u2019offres sp\u00e9cialis\u00e9es<\/strong><\/li>\n\n\n\n<li><strong>Opportunit\u00e9s efficaces de vente incitative et de vente crois\u00e9e<\/strong><br><br><\/li>\n<\/ul>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"https:\/\/www.odigo.com\/en-gb\/about-us\/contact\/\" id=\"tracking\">Chat with an Expert<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":7,"featured_media":1010610,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":0},"categories":[549],"tags":[61],"topic":[129,135],"class_list":["post-1010611","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances-et-analyse-du-marche","tag-data-security","topic-data-security","topic-financial-services"],"acf":{"blog_author":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Personnaliser les consoles des agents avec des widgets<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment personnaliser les consoles des agents avec des widgets pour acc\u00e9l\u00e9rer le service \u00e0 la client\u00e8le.\" \/>\n<meta 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