{"id":13407,"date":"2022-04-21T15:30:39","date_gmt":"2022-04-21T13:30:39","guid":{"rendered":"https:\/\/golem.ai\/?p=13407"},"modified":"2022-04-22T17:58:13","modified_gmt":"2022-04-22T15:58:13","slug":"ia-kpi-relationclient","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/ia-kpi-relationclient","title":{"rendered":"Relation client : quels sont les KPI \u00e0 suivre de pr\u00e8s ?"},"content":{"rendered":"<h3 class=\"wp-block-heading\"><em>De nos jours, une grande partie des interactions entre les entreprises et leurs clients passe par un centre de contact. Par ailleurs, le volume global des tickets \u00e0 traiter a consid\u00e9rablement augment\u00e9 sur tous les canaux de communication. Le secteur de la relation client est donc confront\u00e9 \u00e0 une croissance exponentielle des demandes entrantes. Mais alors, comment la productivit\u00e9 est-elle mesur\u00e9e dans les centres de contact ? Quels sont les KPI essentiels de la relation client ? Et dans quelle mesure l\u2019utilisation d\u2019une IA impact positivement ces indicateurs ? D\u00e9couvrez-en plus dans cet article de blog, sign\u00e9 Tommy Seng, Charg\u00e9 de Marketing Digital chez Golem.ai !<\/em><\/h3>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La productivit\u00e9 corr\u00e9l\u00e9e \u00e0 la DMT <\/h2>\n\n\n\n<p>G\u00e9n\u00e9ralement, les entreprises cherchent \u00e0 gagner en productivit\u00e9 plut\u00f4t que de r\u00e9duire leurs co\u00fbts. Pour les <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/ia-contact-relation-client\/\">centres de contact<\/a><\/strong>, la productivit\u00e9 d\u2019un agent se calcule par rapport \u00e0 la <strong>DMT<\/strong> (dur\u00e9e moyenne de traitement), qui repr\u00e9sente le temps allou\u00e9 au traitement de l\u2019ensemble d\u2019une demande. Ainsi, la diminution de la DMT engendre m\u00e9caniquement une r\u00e9duction du co\u00fbt \u00e0 l\u2019interaction.<\/p>\n\n\n\n<p>En ce sens, l\u2019IA est un outil int\u00e9ressant pour la relation client, car il permet de r\u00e9duire la DMT en traitant automatiquement une partie des flux de <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/ia-automatisation-relation-client\/\">demande entrants<\/a><\/strong> de fa\u00e7on rapide et efficace. C\u2019est une solution qui permet d\u2019optimiser l\u2019utilisation des ressources, de diminuer la DMT et donc d\u2019accro\u00eetre la productivit\u00e9 globale.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><a href=\"https:\/\/golem.ai\/fr\/ressources\/\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png\" alt=\"\" class=\"wp-image-12234\" width=\"480\" height=\"270\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-300x169.png 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-768x432.png 768w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus-18x10.png 18w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/03\/26173514\/Contenus.png 960w\" sizes=\"(max-width: 480px) 100vw, 480px\" \/><\/a><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">La satisfaction client au coeur de la strat\u00e9gie des entreprises<\/h2>\n\n\n\n<p>La satisfaction (<strong>CSat<\/strong>) et l\u2019<strong><a href=\"https:\/\/golem.ai\/fr\/blog\/interfaces-celine-forest\/\">customer experience<\/a><\/strong> sont aujourd\u2019hui au c\u0153ur de la strat\u00e9gie de beaucoup d\u2019entreprises. Ils se calculent \u00e0 partir de plusieurs indicateurs :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong><a href=\"https:\/\/golem.ai\/fr\/blog\/ia-cxo-nps\/\">NPS (Net Promoter Score)<\/a><\/strong> : d\u00e9signe l&rsquo;app\u00e9tence d&rsquo;un client \u00e0 recommander un produit ou un service d&rsquo;une entreprise \u00e0 un tiers<\/li><li>CES (Customer Effort Score) : repr\u00e9sente la facilit\u00e9 d&rsquo;utilisation d&rsquo;un produit ou d&rsquo;un service pour le client<\/li><li><strong><a href=\"https:\/\/golem.ai\/fr\/blog\/kpi-fcr-relation-client\/\">FCR (First Contact Resolution)<\/a><\/strong> : illustre le taux de r\u00e9solution d&rsquo;une demande client au premier contact <\/li><li>One and Done : est compl\u00e9mentaire au FCR, plus ax\u00e9 sur l&rsquo;accompagnement du collaborateur, la DMT est mise de c\u00f4t\u00e9 au profit de la qualit\u00e9 apport\u00e9e au client<\/li><\/ul>\n\n\n\n<p>L\u2019IA d\u00e9velopp\u00e9e par Golem.ai est une solution qui permet d\u2019am\u00e9liorer le <strong>FCR<\/strong> gr\u00e2ce \u00e0 l\u2019automatisation du traitement des demandes entrantes et la proposition d\u2019une r\u00e9ponse automatique et pertinente. Par cons\u00e9quent, le traitement d\u2019une demande en une seule fois a un impact positif sur l\u2019exp\u00e9rience globale, la fid\u00e9lisation et la <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/interfaces-sophie-dueme\/\">higher customer satisfaction<\/a><\/strong>.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">La satisfaction collaborateur et la sym\u00e9trie des attentions <\/h2>\n\n\n\n<p>Aujourd\u2019hui, de plus en plus d&rsquo;entreprises prennent en compte la satisfaction et l\u2019exp\u00e9rience collaborateur dans leur strat\u00e9gie de d\u00e9veloppement. En effet, la <strong><a href=\"https:\/\/www.forbes.fr\/management\/la-symetrie-des-attentions-au-coeur-de-la-strategie-rh\/\">sym\u00e9trie des attentions<\/a><\/strong> explique que la qualit\u00e9 de la relation client d\u2019une entreprise est corr\u00e9l\u00e9e sym\u00e9triquement \u00e0 la qualit\u00e9 de la relation qu\u2019elle entretient avec l\u2019ensemble de ses collaborateurs. Une satisfaction <strong><a href=\"https:\/\/golem.ai\/blog\/entreprise\/ia-dsi-drh\/\">collaborateur<\/a><\/strong> forte favorise donc une relation client de qualit\u00e9.<\/p>\n\n\n\n<p>L\u2019automatisation propos\u00e9e par notre IA permet d\u2019am\u00e9liorer les processus m\u00e9tiers et d\u2019identifier les \u00e9tapes r\u00e9p\u00e9titives. De ce fait, le d\u00e9sengorgement des flux \u00e0 traiter et la r\u00e9duction des contacts \u00e0 faible valeur d\u00e9gagent des <strong>ETP<\/strong> (\u00e9quivalent temps plein). Le collaborateur peut alors consacrer plus de temps \u00e0 apporter de la valeur aux clients. Cette <strong>revalorisation<\/strong> des m\u00e9tiers se r\u00e9percute positivement sur la satisfaction collaborateur.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Vous souhaitez en savoir plus sur la relation client et notre IA ? N\u2019h\u00e9sitez pas \u00e0 consulter directement notre page solution&nbsp;<strong><a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\">customer relationships<\/a><\/strong>, ainsi que notre produit d\u00e9di\u00e9 au traitement automatis\u00e9 des demandes entrantes :&nbsp;<a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/\"><strong>InboxCare<\/strong><\/a>. Si vous avez la moindre question,&nbsp;<strong><a href=\"https:\/\/golem.ai\/fr\/contact\/\">contactez nos \u00e9quipes<\/a><\/strong>, elles se feront un plaisir de vous r\u00e9pondre !<\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Comment la performance dans les centres de contact est-elle mesur\u00e9e ? Quels sont les KPI essentiels \u00e0 surveiller ? D\u00e9couvrez comment l\u2019IA impact positivement ces indicateurs.<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>","protected":false},"author":10,"featured_media":13426,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[77,91,101,88,90,89,76,75,80,78],"class_list":["post-13407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client","tag-ai","tag-cdo","tag-cxo","tag-data","tag-exploitation","tag-gestion","tag-ia","tag-intelligence-artificielle","tag-relation-client","tag-travail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Centre de contact : l\u2019impact positif de l&#039;IA sur les KPI de la relation client<\/title>\n<meta name=\"description\" content=\"Quels sont les KPI essentiels de la relation client ? 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