{"id":20719,"date":"2024-11-15T11:08:37","date_gmt":"2024-11-15T11:08:37","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=20719"},"modified":"2026-02-24T12:31:16","modified_gmt":"2026-02-24T11:31:16","slug":"odigo-quality-monitoring-lavenir-du-qm-enrichi-dans-les-centres-de-contacts","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/odigo-quality-monitoring-lavenir-du-qm-enrichi-dans-les-centres-de-contacts\/","title":{"rendered":"Odigo Quality Monitoring : l\u2019avenir du QM enrichi dans les centres de contacts"},"content":{"rendered":"\n\n    <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>D&rsquo;apr\u00e8s <a href=\"https:\/\/pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">PwC<\/a>, <strong>73 % des consommateurs affirment que l\u2019exp\u00e9rience client influence leurs d\u00e9cisions d\u2019achat<\/strong>, et <strong>16 % d\u2019entre eux sont pr\u00eats \u00e0 payer davantage pour une meilleure qualit\u00e9 de service<\/strong>. Les entreprises doivent ainsi assurer une surveillance continue de leurs interactions avec les clients pour garantir la qualit\u00e9 du service et ajuster leurs strat\u00e9gies en fonction des retours.&nbsp;<\/p>\n\n\n\n<p>Cependant, les outils de Quality Monitoring (QM) traditionnels montrent rapidement leurs limites\u202f: ils demandent des processus chronophages et manuels, et n\u2019offrent pas une \u00e9valuation repr\u00e9sentative des agents. Pour r\u00e9pondre \u00e0 ce probl\u00e8me, le Quality Monitoring enrichi par les r\u00e9centes innovations technologiques offre une r\u00e9elle valeur ajout\u00e9e en apportant de puissants outils d\u2019automatisation et d\u2019analyse de donn\u00e9es.<\/p>\n\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Les nouveaux enjeux du Quality Monitoring<\/h2>\n\n\n\n<p>Pour un centre de contacts, le Quality Monitoring ne se limite plus \u00e0 l\u2019\u00e9coute d\u2019appels isol\u00e9s. Il doit r\u00e9pondre \u00e0 plusieurs KPI comme\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La productivit\u00e9&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Le taux de satisfaction client (CSAT)&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La satisfaction des collaborateurs&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Selon le <a href=\"https:\/\/learning.linkedin.com\/fr-fr\/resources\/workplace-learning-report?ss=1\">rapport D\u00e9veloppement des comp\u00e9tences en entreprise 2024 en France<\/a> et dans le monde men\u00e9 par LinkedIn, 7<strong> collaborateurs sur 10 interrog\u00e9s d\u00e9clarent qu&rsquo;ils resteraient dans leur entreprise plus longtemps si celle-ci investissait dans la formation<\/strong>. Ce lien entre formation continue et fid\u00e9lisation des agents est essentiel pour optimiser le taux de turnover, souvent \u00e9lev\u00e9 dans le secteur des centres de contacts.&nbsp;<\/p>\n\n\n\n<p>N\u00e9anmoins, plusieurs obstacles freinent la performance du Quality Monitoring traditionnel\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Processus chronophages<\/strong>\u202f: les m\u00e9thodes <strong>habituelles<\/strong> visant notamment \u00e0 r\u00e9\u00e9couter des appels de mani\u00e8re al\u00e9atoire, \u00e0 prendre des notes de fa\u00e7on manuelle, ou \u00e0 r\u00e9diger de rapports sp\u00e9cifiques pour chaque agent, demandent un temps cons\u00e9quent aux superviseurs&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Outils inadapt\u00e9s<\/strong>\u202f: beaucoup de syst\u00e8mes de QM manquent de flexibilit\u00e9, rendant difficile la manipulation des donn\u00e9es, le suivi des interactions et le feedback en temps r\u00e9el aux agents. L&rsquo;absence d\u2019outils int\u00e9gr\u00e9s de reporting ou d\u2019alertes r\u00e9duit \u00e9galement l&rsquo;efficacit\u00e9 globale du processus.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u00c9valuations peu repr\u00e9sentatives<\/strong>\u202f: en \u00e9coutant un \u00e9chantillon r\u00e9duit d\u2019appels, les \u00e9valuations peuvent manquer de repr\u00e9sentativit\u00e9, engendrant des frustrations chez les agents et affectant leur engagement et leur fid\u00e9lit\u00e9 envers l\u2019entreprise.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Ces obstacles peuvent g\u00e9n\u00e9rer de l\u2019insatisfaction tant chez les agents, qui ressentent un manque de suivi et de reconnaissance, que chez les clients, dont les besoins peuvent ne pas \u00eatre correctement compris ni adress\u00e9s. <strong>Une solution de Quality Monitoring enrichie par des technologies innovantes<\/strong>, comme celle propos\u00e9e par Odigo, <strong>apporte des r\u00e9ponses concr\u00e8tes \u00e0 ces probl\u00e8mes<\/strong>.<\/p>\n\n\n\n<div style=\"height:55px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Quand les innovations technologiques se mettent au service du Quality Monitoring&nbsp;<\/h2>\n\n\n\n<p>Odigo Quality Monitoring se distingue par sa capacit\u00e9 \u00e0 transformer le Quality Monitoring en un outil proactif, offrant un gain de temps consid\u00e9rable et une pr\u00e9cision in\u00e9gal\u00e9e\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Transcription automatique <\/strong>: les conversations vocales sont instantan\u00e9ment converties en texte, ce qui permet aux superviseurs de <strong>lire les \u00e9changes sans devoir \u00e9couter chaque interaction<\/strong>.&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>R\u00e9sum\u00e9s d\u2019appels <\/strong>: l\u2019IA peut g\u00e9n\u00e9rer des r\u00e9sum\u00e9s d\u2019appel pour faciliter la lecture et la compr\u00e9hension g\u00e9n\u00e9rale d\u2019une interaction, avant de d\u00e9cider de l\u2019\u00e9valuer ou pas. En amont, il est possible d\u2019ordonner \u00e0 la solution de faire l\u2019emphase sur des probl\u00e8mes identifi\u00e9s ou, au contraire, de r\u00e9sumer au plus court les moments des interactions \u00e0 propos d\u2019un sujet peu prioritaire pour l\u2019entreprise.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Analyse approfondie gr\u00e2ce au NLU<\/strong>\u202f: la <a href=\"https:\/\/odigo.com\/fr-fr\/produits\/automatisation-intelligence-artificielle\/comprehension-automatique-du-langage-naturel-nlu\/\">Compr\u00e9hension du langage naturel (NLU)<\/a> permet d\u2019identifier les sentiments, de d\u00e9tecter les silences et les pauses, et de classifier automatiquement les appels selon les sujets abord\u00e9s. Les superviseurs peuvent alors identifier les attitudes \u00e0 encourager ou les probl\u00e8mes r\u00e9currents qui ont un impact n\u00e9gatif soit sur le client, soit sur le conseiller.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Automatisation des formulaires d\u2019\u00e9valuation<\/strong>\u202f: gr\u00e2ce \u00e0 des requ\u00eates automatisables, les managers peuvent \u00eatre assist\u00e9s par des recommandations au moment d\u2019\u00e9valuer un appel<strong>.<\/strong>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Cat\u00e9gorisation des appels <\/strong>: l\u2019utilisation de requ\u00eates ou de prompts d\u2019IA permet de cat\u00e9goriser automatiquement les appels pour d\u00e9tecter et mesurer des sujets d\u2019int\u00e9r\u00eat, tels que les augmentations tarifaires, et aussi cibler les appels \u00e0 \u00e9valuer selon les enjeux de l\u2019organisation.&nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Fonctionnalit\u00e9s avanc\u00e9es et b\u00e9n\u00e9fices d\u2019Odigo Quality Monitoring&nbsp;<\/h2>\n\n\n\n<p>Odigo Quality Monitoring propose des fonctionnalit\u00e9s innovantes, con\u00e7ues pour faciliter le travail des superviseurs et encourager l&rsquo;engagement des agents :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Gestion centralis\u00e9e des interactions<\/strong>\u202f: <a href=\"https:\/\/odigo.com\/fr-fr\/produits\/omnicanalite\/\">la plateforme omnicanale d\u2019Odigo<\/a> centralise toutes les interactions pour un acc\u00e8s et une analyse simplifi\u00e9s, permettant aux \u00e9valuateurs de partager facilement les enregistrements et de faciliter les discussions autour des interactions avec le reste de l\u2019\u00e9quipe.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Formulaires personnalisables<\/strong>\u202f: des grilles d\u2019\u00e9valuation adapt\u00e9s aux besoins m\u00e9tiers, avec des crit\u00e8res d\u2019\u00e9valuation sur mesure, renfor\u00e7ant la pertinence des \u00e9valuations et permettant une meilleure adh\u00e9sion des agents.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Outils de feedback et de coaching<\/strong>\u202f: la plateforme permet de partager les \u00e9valuations directement avec les agents et de leur montrer les commentaires et les annotations pour favoriser une am\u00e9lioration continue de leurs performances.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dispositifs de calibration<\/strong>\u202f: pour garantir des \u00e9valuations \u00e9quitables entre les \u00e9quipes, les superviseurs disposent de dispositifs de calibration permettant d\u2019harmoniser le QM et d&rsquo;assurer un niveau d\u2019\u00e9valuation coh\u00e9rent \u00e0 travers tout le d\u00e9partement, voire de l\u2019organisation.&nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">B\u00e9n\u00e9fices pour les \u00e9quipes et l\u2019entreprise&nbsp;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Pour les superviseurs<\/strong>\u202f: ils b\u00e9n\u00e9ficient de gains de temps significatifs sur les \u00e9valuations d\u2019appels, ils peuvent mieux cibler les interactions \u00e0 forte valeur ajout\u00e9e qui doivent \u00eatre \u00e9valu\u00e9es et rapidement analyser les conversations. Pour ce faire, ils s\u2019appuient sur un outil intuitif dont l\u2019adoption est simple.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Pour les agents<\/strong>\u202f: avec une formation continue et un accompagnement personnalis\u00e9, Odigo Quality Monitoring permet aux agents de s\u2019approprier leur d\u00e9veloppement professionnel et d&rsquo;am\u00e9liorer leurs comp\u00e9tences.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Pour l\u2019entreprise<\/strong>\u202f: en am\u00e9liorant la satisfaction client (CSAT) et en r\u00e9duisant le turnover des agents gr\u00e2ce \u00e0 une formation continue, Odigo Quality Monitoring optimise directement la relation client.&nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Avec Odigo Quality Monitoring, les centres de contacts disposent d\u2019un outil puissant pour offrir une exp\u00e9rience client de haute qualit\u00e9 tout en soutenant le d\u00e9veloppement de leurs \u00e9quipes. Gr\u00e2ce aux derni\u00e8res innovations technologiques comme l\u2019IA, Odigo transforme le Quality Monitoring en un levier strat\u00e9gique, r\u00e9pondant aux attentes des consommateurs et garantissant un engagement durable des collaborateurs.<\/p>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\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\/fr-fr\/un-qm-plus-rapide-et-plus-facile-avec-odigo-quality-monitoring\/\" id=\"tracking\">En savoir plus sur Quality Monitoring<\/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<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>Dans un contexte o\u00f9 les consommateurs sont de plus en plus exigeants, l&rsquo;exp\u00e9rience client est devenue un facteur cl\u00e9 de diff\u00e9renciation pour les entreprises.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":20717,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"3","author_id":1266},"categories":[197],"tags":[],"topic":[],"class_list":["post-20719","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":[1266]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Odigo Quality Monitoring : l&#039;avenir du QM enrichi \u00e0 l\u2019IA<\/title>\n<meta name=\"description\" content=\"Odigo 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