{"id":144,"date":"2024-11-22T20:21:28","date_gmt":"2024-11-22T19:21:28","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=144"},"modified":"2025-01-16T21:45:05","modified_gmt":"2025-01-16T20:45:05","slug":"quality-monitoring","status":"publish","type":"page","link":"https:\/\/oswego.eu\/ar\/quality-monitoring\/","title":{"rendered":"\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u062c\u0648\u062f\u0629"},"content":{"rendered":"
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Quality monitoring et feedback management : piloter l\u2019excellence client<\/h1>\n\n\n\n

Adopter une approche proactive pour transformer vos centres de contact et op\u00e9rations en v\u00e9ritables leviers de performance. Nous vous accompagnons dans le d\u00e9veloppement des comp\u00e9tences cl\u00e9s qui am\u00e9liorent l\u2019efficacit\u00e9, l\u2019innovation et la satisfaction client.<\/p>\n\n\n\n

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L’IA au service du quality monitoring<\/h2>\n\n\n\n

L\u2019IA a ouvert la voie \u00e0 une \u00e9valuation quasi exhaustive des interactions clients. Dans le Quality Monitoring, elle permet d\u2019analyser des volumes massifs de donn\u00e9es avec une granularit\u00e9 impressionnante : par agent, par canal, par typologie de contact ou encore \u00e0 l\u2019\u00e9chelle de l\u2019entreprise. Les insights g\u00e9n\u00e9r\u00e9s r\u00e9v\u00e8lent les points d\u2019excellence et les axes d\u2019am\u00e9lioration \u00e0 tous les niveaux.<\/p>\n<\/div>\n\n\n\n

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FEEDBACK MANAGEMENT<\/h3>\n\n\n\n

L\u2019intelligence articielle amplifie les capacit\u00e9s d\u2019analyse. Elle recoupe les feedbacks clients avec chaque \u00e9tape des parcours clients, offrant une vision compl\u00e8te et imm\u00e9diate des attentes, des frustrations, et des opportunit\u00e9s. Des innovations comme la d\u00e9tection en temps r\u00e9el des fraudes ou des conflits permettent aux entreprises d\u2019anticiper les crises et d\u2019intervenir de mani\u00e8re proactive.<\/p>\n\n\n\n

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TRANSITION ET MATURATION DE L’IA<\/h3>\n\n\n\n

Toutefois, il est essentiel de rappeler que ces syst\u00e8mes bas\u00e9s sur l\u2019IA restent encore immatures. Leur mise en \u0153uvre requiert des investissements significatifs, tant en termes de technologies que de transformations organisationnelles. Chez OswegO, nous aidons nos clients \u00e0 \u00e9quilibrer leurs efforts entre les solutions actuelles et les perspectives offertes par ces technologies \u00e9mergentes.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\u0627\u0628\u062f\u0623 \u0627\u0644\u0622\u0646!<\/h3>\n\n\n\n

Contactez nous aujourd\u2019hui en apprendre d’avantage sur nos offres de conseil en gestion des comp\u00e9tences.<\/p>\n\n\n\n

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Comment mettre en place le quality monitoring pour les \u00e9x\u00e9cutifs ?<\/h2>\n\n\n\n

Chez OswegO, nous sommes convaincus que le Quality Monitoring et le Feedback Management sont des leviers incontournables pour b\u00e2tir des exp\u00e9riences clients m\u00e9morables et durables. L\u2019\u00e9volution des technologies, notamment gr\u00e2ce \u00e0 l\u2019IA, ouvre des perspectives fascinantes tout en posant des d\u00e9fis importants d\u2019adaptation et d\u2019investissement.<\/p>\n<\/div>\n\n\n\n

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SUIVI REGULIER DES INDICATEURS<\/h3>\n\n\n\n

Pour maximiser l\u2019impact strat\u00e9gique du QM, il est crucial d\u2019impliquer les directions des op\u00e9rations, de l\u2019exp\u00e9rience client et du marketing dans des sessions r\u00e9guli\u00e8res de Quality Monitoring Ex\u00e9cutif. Ces sessions permettent d\u2019examiner les tendances cl\u00e9s, d\u2019analyser les cas critiques, et de prendre des d\u00e9cisions align\u00e9es sur les objectifs de l\u2019entreprise. Cette d\u00e9marche contribue non seulement \u00e0 renforcer la collaboration inter-d\u00e9partementale, mais aussi \u00e0 diffuser une culture orient\u00e9e vers l\u2019excellence client.<\/p>\n\n\n\n

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CONVERSION DES DONNEES EN INITIATIVES<\/h3>\n\n\n\n

OswegO recommande des sessions de QM Ex\u00e9cutif trimestrielles pour les grandes entreprises ou \u00e0 des fr\u00e9quences adapt\u00e9es aux flux op\u00e9rationnels. Ces r\u00e9unions ne se limitent pas \u00e0 un simple rapport de conformit\u00e9 ; elles servent \u00e0 traduire les donn\u00e9es op\u00e9rationnelles en initiatives strat\u00e9giques.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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IA et Quality Monitoring omnicanal<\/h2>\n<\/div>\n\n\n\n
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Transformer les parcours client pour r\u00e9pondre aux standards des services financiers<\/h3>\n\n\n\n

Dans le cadre d\u2019une mission de management de transition, OswegO a pris la direction g\u00e9n\u00e9rale d\u2019un groupe de BPO sp\u00e9cialis\u00e9 dans la relation client et l\u2019ITO. Face \u00e0 des volumes croissants d\u2019interactions sur des canaux vari\u00e9s (appels, emails, chats, r\u00e9seaux sociaux), l\u2019entreprise manquait d\u2019un outil adapt\u00e9 pour \u00e9valuer la qualit\u00e9 de ses interactions<\/mark>. Nous avons pilot\u00e9 la cr\u00e9ation et le d\u00e9ploiement d\u2019une solution innovante de Quality Monitoring bas\u00e9e sur l\u2019IA.
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Cet outil, con\u00e7u pour analyser en temps r\u00e9el l\u2019ensemble des canaux, a permis d\u2019\u00e9valuer les performances \u00e0 une \u00e9chelle in\u00e9dite et de d\u00e9tecter des points d\u2019am\u00e9lioration auparavant inaccessibles. La gouvernance bien orchestr\u00e9e et le processus d\u2019impl\u00e9mentation rigoureux ont am\u00e9lior\u00e9 ses KPIs de qualit\u00e9<\/mark> ainsi que renforc\u00e9 sa position<\/mark> sur un march\u00e9 tr\u00e8s concurrentiel.<\/p>\n<\/div>\n\n\n\n

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Ex\u00e9cuter vos strat\u00e9gies de quality monitoring<\/h3>\n\n\n\n

Faites appel \u00e0 l’exp\u00e9rience d’un directeur de mission pour accompagner vos processus d’optimisation de quality monitoring.<\/p>\n\n\n\n

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\u2198\ufe0e DECOUVRIR LA PRACTICE OSWEGO MANAGEMENT<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n
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De nombreuses synergies entre le quality monitoring et les feedback management<\/h2>\n\n\n\n

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En associant une expertise \u00e9prouv\u00e9e, des m\u00e9thodologies rigoureuses et une vision strat\u00e9gique, nous aidons nos clients \u00e0 transformer chaque interaction en opportunit\u00e9 de croissance et d\u2019am\u00e9lioration.<\/p>\n\n\n\n

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Pour d\u00e9couvrir comment OswegO peut transformer vos op\u00e9rations client prenez contact.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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\u0627\u0643\u062a\u0634\u0627\u0641 \u062c\u0645\u064a\u0639 \u062a\u062d\u062f\u064a\u0627\u062a \u062a\u062f\u0642\u064a\u0642 \u0639\u0644\u0627\u0642\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062e\u062f\u0645\u062a\u0647\u0645 \u0641\u064a \u0627\u0644\u0634\u0631\u0643\u0627\u062a.<\/p>\n\n\n\n

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\u0648\u0631\u0642\u0629 \u0628\u064a\u0636\u0627\u0621<\/h3>\n\n\n\n

\u0627\u0633\u062a\u0643\u0634\u0641 \u0633\u064a\u0627\u0642 \u0648\u062a\u062d\u062f\u064a\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u0627\u0644\u0623\u0644\u0641 \u0625\u0644\u0649 \u0627\u0644\u064a\u0627\u0621 \u0639\u0646 \u0637\u0631\u064a\u0642 \u062a\u0646\u0632\u064a\u0644 \u0627\u0644\u0643\u062a\u0628 \u0627\u0644\u0628\u064a\u0636\u0627\u0621 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0646\u0627.<\/p>\n\n\n\n

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OswegO propose une approche proactive pour renforcer l\u2019excellence client \u00e0 travers le quality monitoring et le feedback management, en utilisant l’IA pour analyser des donn\u00e9es massives et identifier des opportunit\u00e9s d\u2019am\u00e9lioration. L’accompagnement vise \u00e0 transformer chaque interaction en levier de performance, tout en \u00e9quilibrant investissements technologiques et transformation organisationnelle.<\/p>","protected":false},"author":257993084,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"class_list":["post-144","page","type-page","status-publish","hentry"],"aioseo_notices":[],"yoast_head":"\nQuality monitoring - OswegO<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrir Quality monitoring avec OswegO, un cabinet de conseil sp\u00e9cialis\u00e9 dans l'exp\u00e9rience client et le succ\u00e8s des op\u00e9rations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oswego.eu\/ar\/quality-monitoring\/\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quality monitoring - 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