{"id":3750,"date":"2023-12-29T18:48:15","date_gmt":"2023-12-29T23:48:15","guid":{"rendered":"https:\/\/www.cofomo.com\/?p=3750"},"modified":"2025-09-02T12:19:06","modified_gmt":"2025-09-02T16:19:06","slug":"un-centre-dappels-au-service-de-la-performance-daffaires-des-entreprises-quebecoises","status":"publish","type":"post","link":"https:\/\/old.cofomo.com\/fr\/perspectives\/un-centre-dappels-au-service-de-la-performance-daffaires-des-entreprises-quebecoises\/","title":{"rendered":"Un centre d\u2019appels au service de la performance d\u2019affaires des entreprises qu\u00e9b\u00e9coises"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Un centre d\u2019appels est une composante essentielle de la strat\u00e9gie d\u2019affaires d\u2019une entreprise. Offrir une exp\u00e9rience \u00e0 la hauteur des attentes des clients d\u2019aujourd\u2019hui n\u2019est pas une mince affaire et exige la bonne combinaison de personnel qualifi\u00e9 orient\u00e9 sur la qualit\u00e9 du service, de technologies, d\u2019expertises techniques et d\u2019adaptation constante en r\u00e9ponse \u00e0 l\u2019\u00e9volution rapide des besoins.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Une cheffe de file canadienne dans la vente au d\u00e9tail en pleine expansion \u00e0 la recherche d\u2019un <\/strong><strong>soutien technique efficace et bilingue, 24&nbsp;heures sur 24<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Une grande marque qu\u00e9b\u00e9coise comptant plus de 230&nbsp;boutiques dans 125&nbsp;villes canadiennes conna\u00eet une expansion soutenue en Am\u00e9rique du Nord et doit recentrer ses \u00e9quipes TI sur des projets porteurs. Cette croissance s\u2019accompagne d\u2019une augmentation du volume de demandes de soutien technique. C\u2019est ainsi que Cofomo se voit confier la gestion du centre d\u2019appels et le soutien de premi\u00e8re ligne offert aux employ\u00e9s de l\u2019organisation \u0153uvrant dans ses succursales r\u00e9parties sur 3&nbsp;fuseaux horaires d\u2019un bout \u00e0 l\u2019autre du Canada. L\u2019organisation a pu recentrer le travail de son \u00e9quipe TI sur des projets porteurs pour l\u2019entreprise.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Afin de relever ces d\u00e9fis et de satisfaire \u00e0 une liste d\u2019exigences pr\u00e9cises, Cofomo a mis \u00e0 profit l\u2019expertise de ses ressources pour int\u00e9grer dans son centre d\u2019appels une solution sur mesure permettant de r\u00e9pondre aux besoins grandissants de cette importante entreprise d\u2019envergure nationale.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Une \u00e9quipe de techniciens de Cofomo offre aujourd\u2019hui un soutien quotidien pendant 18&nbsp;heures (7&nbsp;h \u00e0 1&nbsp;h), 7&nbsp;jours sur&nbsp;7 et 365&nbsp;jours par ann\u00e9e.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Un soutien technique complet par des experts certifi\u00e9s dans des environnements s\u00e9curis\u00e9s<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec un volume d\u2019appels s\u2019\u00e9levant \u00e0 plus de 1\u202f000&nbsp;appels par mois, nos techniciens utilisent <strong>ServiceNow<\/strong>, une solution de gestion des services informatiques, afin de r\u00e9pertorier tous les probl\u00e8mes techniques, incidents et requ\u00eates. Le recours \u00e0 cette solution permet d\u2019assurer une saine gestion des appels et d\u2019effectuer des suivis r\u00e9guliers pour notre client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec l\u2019impartition du centre d\u2019appels, l\u2019organisation a pu recentrer ses \u00e9quipes TI sur des projets porteurs pour l\u2019organisation qui, encore aujourd\u2019hui, continue de croitre au-del\u00e0 du Canada.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Un autre exemple de r\u00e9ussite de Cofomo en mati\u00e8re de soutien applicatif <em>Pour plus d\u2019information sur nos services g\u00e9r\u00e9s, visitez&nbsp;: <\/em><a href=\"https:\/\/old.cofomo.com\/fr\/services\/services-geres\/\">Services g\u00e9r\u00e9s | Partenaire de votre transformation et innovation num\u00e9rique \u2013 Cofomo<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un centre d\u2019appels est une composante essentielle de la strat\u00e9gie d\u2019affaires d\u2019une entreprise. Offrir une exp\u00e9rience \u00e0 la hauteur des attentes des clients d\u2019aujourd\u2019hui n\u2019est pas une mince affaire et exige la bonne combinaison de personnel qualifi\u00e9 orient\u00e9 sur la qualit\u00e9 du service, de technologies, d\u2019expertises techniques et d\u2019adaptation constante en r\u00e9ponse \u00e0 l\u2019\u00e9volution rapide [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":3748,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[80],"tags":[98],"expertise":[],"topics":[40],"class_list":["post-3750","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-perspectives","tag-pme","topics-histoires-de-reussite"],"featured_image_src":"https:\/\/old.cofomo.com\/wp-content\/uploads\/2023\/12\/Centre-Contact-Cofomo.png","author_info":{"display_name":"Stephane Lagrange","author_link":"https:\/\/old.cofomo.com\/fr\/author\/webtarget\/"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Un centre d\u2019appels au service de la performance d\u2019affaires des entreprises qu\u00e9b\u00e9coises - | Partenaire de votre transformation et innovation num\u00e9rique - Cofomo<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Un centre d\u2019appels au service de la performance d\u2019affaires des entreprises qu\u00e9b\u00e9coises - | Partenaire de votre transformation et innovation num\u00e9rique - Cofomo\" \/>\n<meta property=\"og:description\" content=\"Un centre d\u2019appels est une composante essentielle de la strat\u00e9gie d\u2019affaires d\u2019une entreprise. 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