{"id":40368,"date":"2025-05-20T14:13:10","date_gmt":"2025-05-20T12:13:10","guid":{"rendered":"https:\/\/www.nixxis.com\/?p=40368"},"modified":"2025-12-18T12:50:22","modified_gmt":"2025-12-18T11:50:22","slug":"les-kpis-a-surveiller-a-tout-prix-en-2025","status":"publish","type":"post","link":"https:\/\/www.nixxis.com\/fr\/les-kpis-a-surveiller-a-tout-prix-en-2025\/","title":{"rendered":"Les KPIs \u00e0 surveiller \u00e0 tout prix en 2025"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"40368\" class=\"elementor elementor-40368\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d0f5eb7 elementor-hidden-tablet elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"d0f5eb7\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-ddb5fdb\" data-id=\"ddb5fdb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2690585 elementor-widget elementor-widget-text-editor\" data-id=\"2690585\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: left;\"><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"https:\/\/www.nixxis.com\/fr\/blog\/\">&lt; Revenir au blog<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-cd6f1a6\" data-id=\"cd6f1a6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-462de35 elementor-align-right elementor-mobile-align-center elementor-widget elementor-widget-post-info\" data-id=\"462de35\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-b43a73c elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M12 192h424c6.6 0 12 5.4 12 12v260c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V204c0-6.6 5.4-12 12-12zm436-44v-36c0-26.5-21.5-48-48-48h-48V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H160V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H48C21.5 64 0 85.5 0 112v36c0 6.6 5.4 12 12 12h424c6.6 0 12-5.4 12-12z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>20\/05\/2025<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dedbcbd elementor-hidden-widescreen elementor-hidden-desktop elementor-hidden-laptop elementor-hidden-tablet_extra elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"dedbcbd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-0b6691f\" data-id=\"0b6691f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-88f508b elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"88f508b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: left;\"><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"https:\/\/www.nixxis.com\/fr\/blog\/\">&lt; Revenir au blog<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24978b4 elementor-align-right elementor-mobile-align-right elementor-widget-mobile__width-initial elementor-widget elementor-widget-post-info\" data-id=\"24978b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-b43a73c elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M12 192h424c6.6 0 12 5.4 12 12v260c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V204c0-6.6 5.4-12 12-12zm436-44v-36c0-26.5-21.5-48-48-48h-48V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H160V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H48C21.5 64 0 85.5 0 112v36c0 6.6 5.4 12 12 12h424c6.6 0 12-5.4 12-12z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>20\/05\/2025<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-b2143c3\" data-id=\"b2143c3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-597d4c7 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"597d4c7\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-18f98b4\" data-id=\"18f98b4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a2e00dc elementor-widget elementor-widget-heading\" data-id=\"a2e00dc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Les KPIs \u00e0 surveiller \u00e0 tout prix en 2025<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-26a0ea1 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"26a0ea1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e9037b6 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"e9037b6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ffdc96d elementor-widget elementor-widget-spacer\" data-id=\"ffdc96d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ac1109 elementor-widget elementor-widget-text-editor\" data-id=\"7ac1109\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ol><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie1\">Abandon<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie2\">(Automatic Call Distribution, distribution automatique des appels)<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie3\">Taux de qualit\u00e9 de service<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie4\">Dur\u00e9e moyenne de traitement (DMT)<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie5\">Taux de raccroch\u00e9 au niveau du SVI<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie6\">Dur\u00e9e Moyenne de Conversation (DMC)<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie7\">Taux d&rsquo;abandon<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie8\">After Call Work (ACW)<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie9\">Taux de d\u00e9bordement<\/a><\/span><\/li><li><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"#Partie10\">Dur\u00e9e de Mise en Attente<\/a><\/span><\/li><li><a href=\"#Partie11\"><span style=\"color: #ffffff;\">Conclusion<\/span><\/a><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-741ae3e elementor-widget elementor-widget-spacer\" data-id=\"741ae3e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3049cb84 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"3049cb84\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f6890a1\" data-id=\"1f6890a1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3151740 elementor-widget elementor-widget-heading\" data-id=\"3151740\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie1\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1.\tAbandon <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-522d99c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"522d99c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est un appel entrant d\u00e9tect\u00e9 par un serveur vocal d\u2019accueil t\u00e9l\u00e9phonique o\u00f9 l\u2019appelant a raccroch\u00e9 avant d\u2019avoir eu un agent au t\u00e9l\u00e9phone pour r\u00e9pondre \u00e0 sa demande ou avant d\u2019avoir navigu\u00e9 sur un SVI.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e5e03a elementor-widget elementor-widget-heading\" data-id=\"2e5e03a\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie2\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. ACD (Automatic Call Distribution, distribution automatique des appels)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da17052 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"da17052\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le taux de r\u00e9solution au premier contact refl\u00e8te la qualit\u00e9 du service client en \u00e9valuant le nombre de probl\u00e8mes r\u00e9solus d\u00e9finitivement d\u00e8s la premi\u00e8re prise de contact. En r\u00e9solvant les probl\u00e8mes d\u00e8s le premier contact, on \u00e9vite les appels de relance, les transferts d&rsquo;appels et toutes les autres actions de suivi qui peuvent \u00eatre chronophages et frustrantes pour les clients. Un taux \u00e9lev\u00e9 renforce l&rsquo;image de marque de l&rsquo;entreprise en d\u00e9montrant son engagement \u00e0 offrir un service client de qualit\u00e9 sup\u00e9rieure.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e55e320 elementor-widget elementor-widget-heading\" data-id=\"e55e320\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie3\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Taux de qualit\u00e9 de service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a405071 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a405071\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le taux de qualit\u00e9 de service permet de mesurer la proportion d&rsquo;appels r\u00e9pondus dans un d\u00e9lai cible (exprim\u00e9 en secondes), qui refl\u00e8te la capacit\u00e9 du service \u00e0 r\u00e9pondre rapidement aux demandes des clients. Ce ratio s&rsquo;obtient en appliquant la formule suivante : (Nombre d&rsquo;appels r\u00e9pondus dans les d\u00e9lais \/ Nombre total d&rsquo;appels) x 100. Prenons un exemple : sur 180 appels, 162 sont trait\u00e9s dans e temps r\u00e9glementaire, soit un taux de service de (162\/180) x 100 = 90%. Un pourcentage \u00e9lev\u00e9 signifie que vos agents sont tr\u00e8s efficaces et r\u00e9pondent rapidement aux demandes des clients, ce qui contribue \u00e0 une excellente exp\u00e9rience client. Ce taux permet \u00e9galement de d\u00e9celer si les outils et les syst\u00e8mes informatiques utilis\u00e9s par les agents sont adapt\u00e9s pour traiter les appels de la meilleure mani\u00e8re possible.<\/p><p>Pour am\u00e9liorer ce KPI, il peut \u00eatre pertinent d&#8217;embaucher de nouveaux conseillers, de revoir les proc\u00e9dures d&rsquo;appel ou d&rsquo;investir dans un <strong><span style=\"color: #19cdff;\"><a style=\"color: #19cdff;\" href=\"https:\/\/www.nixxis.com\/fr\/criteres-pour-choisir-sa-solution-de-distribution-automatique-des-appels\/\">logiciel de t\u00e9l\u00e9phonie adapt\u00e9<\/a><\/span><\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8106217 elementor-widget elementor-widget-heading\" data-id=\"8106217\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie4\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Dur\u00e9e moyenne de traitement (DMT)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68b6893 elementor-widget elementor-widget-text-editor\" data-id=\"68b6893\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>La DMT englobe non seulement la dur\u00e9e de la conversation avec le client, mais aussi le temps consacr\u00e9 aux t\u00e2ches post-appel, comme la mise \u00e0 jour des informations dans le CRM ou le traitement des demandes sp\u00e9cifiques. Par exemple, apr\u00e8s avoir raccroch\u00e9, un agent peut \u00eatre amen\u00e9 \u00e0 mettre \u00e0 jour le dossier client, envoyer un email de confirmation ou planifier un rappel, ce qui allonge la dur\u00e9e totale de traitement de l&rsquo;appel. La DMT est un indicateur strat\u00e9gique pour les centres d&rsquo;appels, car il permet de mesurer l&rsquo;efficacit\u00e9 des processus et d&rsquo;optimiser les co\u00fbts d&rsquo;exploitation. En r\u00e9duisant la dur\u00e9e, les agents peuvent traiter un plus grand nombre d&rsquo;appels dans un temps donn\u00e9, ce qui am\u00e9liore la satisfaction client et r\u00e9duit les co\u00fbts d&rsquo;exploitation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfaf924 elementor-widget elementor-widget-heading\" data-id=\"bfaf924\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie5\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. Taux de raccroch\u00e9 au niveau du SVI<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3579f7f elementor-widget elementor-widget-text-editor\" data-id=\"3579f7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Il permet de mesurer le taux d&rsquo;appels qui ne sont pas trait\u00e9s, car les clients raccrochent avant d&rsquo;\u00eatre mis en relation avec un conseiller ou un syst\u00e8me de r\u00e9ponse vocale interactive. Un menu SVI efficace doit \u00eatre simple, intuitif et capable de diriger les clients vers les bonnes ressources. Si le taux d&rsquo;abandon est \u00e9lev\u00e9, cela sugg\u00e8re que le parcours client au sein du SVI est trop complexe ou ne r\u00e9pond pas aux attentes des appelants, les incitant \u00e0 raccrocher.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6755063 elementor-widget elementor-widget-heading\" data-id=\"6755063\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie6\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. Dur\u00e9e Moyenne de Conversation (DMC)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3742c54 elementor-widget elementor-widget-text-editor\" data-id=\"3742c54\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce KPI permet d&rsquo;\u00e9valuer la dur\u00e9e moyenne des interactions entre les conseillers et les clients, que ce soit en entrant ou en sortant. Gr\u00e2ce \u00e0 cette donn\u00e9e, il est alors possible d&rsquo;identifier les facteurs qui influencent la dur\u00e9e des appels et de mettre en place des actions correctives (formation des agents, choix d&rsquo;un autre logiciel plus performant&#8230;). Si la dur\u00e9e moyenne des appels est trop \u00e9lev\u00e9e, cela signifie que les conseillers consacrent un temps excessif \u00e0 chaque interaction, r\u00e9duisant ainsi leur capacit\u00e9 \u00e0 prendre en charge un volume important d&rsquo;appels.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38ffe75 elementor-widget elementor-widget-heading\" data-id=\"38ffe75\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie7\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. Taux d'abandon<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1979e2d elementor-widget elementor-widget-text-editor\" data-id=\"1979e2d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce taux refl\u00e8te le niveau de frustration des appelants lorsqu&rsquo;ils sont contraints d&rsquo;attendre trop longtemps avant d&rsquo;\u00eatre pris en charge. Plus il est \u00e9lev\u00e9, plus il indique que les temps d&rsquo;attente sont excessifs, ce qui nuit \u00e0 l&rsquo;exp\u00e9rience client et augmente le risque de perdre d\u00e9finitivement le client si aucune action corrective n&rsquo;est prise. Pour fid\u00e9liser et renforcer leur confiance, il est crucial de maintenir ce taux aussi bas que possible, en r\u00e9duisant les temps d&rsquo;attente gr\u00e2ce \u00e0 une gestion efficace de vos conseillers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7dd3fea elementor-widget elementor-widget-heading\" data-id=\"7dd3fea\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie8\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">8. After Call Work (ACW)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99f97d5 elementor-widget elementor-widget-text-editor\" data-id=\"99f97d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce KPI mesure le temps qu&rsquo;un agent consacre \u00e0 finaliser les actions n\u00e9cessaires suite \u00e0 un appel, telles que la mise \u00e0 jour des informations client, la cr\u00e9ation de rapports ou le suivi des prochaines \u00e9tapes. Plus ce d\u00e9lai est court, plus les agents seront disponibles pour r\u00e9pondre \u00e0 de nouvelles demandes et r\u00e9duire les temps d&rsquo;attente des appelants.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b21524e elementor-widget elementor-widget-heading\" data-id=\"b21524e\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie9\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">9. Taux de d\u00e9bordement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04c6f24 elementor-widget elementor-widget-text-editor\" data-id=\"04c6f24\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Il \u00e9value la fr\u00e9quence et l&rsquo;ampleur des situations o\u00f9 le nombre d&rsquo;appels entrants d\u00e9passe la capacit\u00e9 des agents \u00e0 y r\u00e9pondre dans l&rsquo;imm\u00e9diat, entra\u00eenant ainsi des temps d&rsquo;attente plus ou moins \u00e9lev\u00e9s pour les clients. Cet indicateur vous permet de d\u00e9terminer si le nombre d&rsquo;agents est adapt\u00e9 au volume d&rsquo;appels re\u00e7us et si les temps d&rsquo;attente sont raisonnables (voir le <strong><span style=\"color: #19cdff;\"><a style=\"color: #19cdff;\" href=\"#Partie7\">taux d&rsquo;abandon<\/a><\/span><\/strong> plus haut). Pour r\u00e9duire les temps d&rsquo;attente, plusieurs strat\u00e9gies peuvent \u00eatre mises en \u0153uvre : offrir aux clients la possibilit\u00e9 de programmer un rappel, les orienter vers des canaux de contact moins satur\u00e9s ou augmenter tout simplement les effectifs de conseillers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b6092e elementor-widget elementor-widget-heading\" data-id=\"6b6092e\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie10\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">10. Dur\u00e9e de Mise en Attente (DMA)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc1a05d elementor-widget elementor-widget-text-editor\" data-id=\"bc1a05d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le temps moyen d&rsquo;attente en ligne correspond au temps \u00e9coul\u00e9 entre le moment o\u00f9 un client rejoint la file d&rsquo;attente et celui o\u00f9 il est connect\u00e9 \u00e0 un conseiller. Des temps d&rsquo;attente importants peuvent \u00eatre le signe que les agents ne disposent pas de toutes les informations n\u00e9cessaires pour r\u00e9soudre les probl\u00e8mes rapidement ou que les outils \u00e0 leur disposition sont inad\u00e9quats pour traiter les demandes de mani\u00e8re efficace.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8dd1343 elementor-widget elementor-widget-heading\" data-id=\"8dd1343\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"Partie11\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">11. Conclusion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7ef6fe elementor-widget elementor-widget-text-editor\" data-id=\"b7ef6fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>En suivant de pr\u00e8s ces KPI pour votre centre d&rsquo;appels ou votre service client, vous pouvez identifier rapidement les points forts et les faiblesses de vos \u00e9quipes, ajuster vos processus et optimiser les ressources en interne pour am\u00e9liorer la satisfaction client.<\/p><p>Quelques premiers conseils pour am\u00e9liorer votre gestion des appels :<\/p><ul><li><strong><span style=\"color: #19cdff;\"><a style=\"color: #19cdff;\" href=\"https:\/\/www.nixxis.com\/fr\/distribution-automatique-des-appels-pourquoi-lintegrer-a-votre-strategie\/\">Distribution automatique des appels : pourquoi l&rsquo;int\u00e9grer \u00e0 votre strat\u00e9gie<\/a><\/span><\/strong><\/li><li><strong><span style=\"color: #19cdff;\"><a style=\"color: #19cdff;\" href=\"https:\/\/www.nixxis.com\/fr\/orchestrer-une-experience-client-omnicanale-enrichie-par-lia\/\">Orchestrer une exp\u00e9rience omnicanale enrichie par l&rsquo;IA<\/a><\/span><\/strong><\/li><li><strong><span style=\"color: #19cdff;\"><a style=\"color: #19cdff;\" href=\"https:\/\/www.nixxis.com\/fr\/atteindre-une-qs-proche-des-100-un-objectif-realisable\/\">Atteindre une QS proche des 100%, un objectif r\u00e9alisable ?<\/a><\/span><\/strong><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-074cb81 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"074cb81\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-30f1488 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"30f1488\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-aefb9c3 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"aefb9c3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-7348078 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"7348078\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e248a75 elementor-widget-laptop__width-initial elementor-widget elementor-widget-heading\" data-id=\"e248a75\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">D\u00e9couvrez les tendances de 2025 en mati\u00e8re de relation client<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4c5ab8 elementor-widget elementor-widget-image\" data-id=\"f4c5ab8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/5-nouvelles-tendances-en-centre-dappels\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"351\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2022\/03\/5-tendances-des-centres-de-contact-en-2022.webp\" class=\"attachment-large size-large wp-image-32988 not-transparent\" alt=\"Tendances 2025 en relation client\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2022\/03\/5-tendances-des-centres-de-contact-en-2022.webp 860w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2022\/03\/5-tendances-des-centres-de-contact-en-2022-300x132.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2022\/03\/5-tendances-des-centres-de-contact-en-2022-768x337.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"false\" data-dominant-color=\"b3b9b2\" style=\"--dominant-color: #b3b9b2\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ecf547 elementor-align-center elementor-mobile-align-center elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-button\" data-id=\"2ecf547\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-pop\" href=\"https:\/\/www.nixxis.com\/fr\/5-nouvelles-tendances-en-centre-dappels\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Voir l'article<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-deed93f e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"deed93f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6b13905 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6b13905\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8aeb46e elementor-hidden-tablet elementor-hidden-mobile e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"8aeb46e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-2f22a26 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"2f22a26\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3faf393 elementor-widget elementor-widget-image\" data-id=\"3faf393\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png.webp\" class=\"attachment-large size-large wp-image-56053 not-transparent\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png.webp 400w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png-300x300.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png-150x150.webp 150w\" sizes=\"(max-width: 400px) 100vw, 400px\" data-has-transparency=\"false\" data-dominant-color=\"88a4b5\" style=\"--dominant-color: #88a4b5\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a4f08f6 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"a4f08f6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-484d8fa elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-image\" data-id=\"484d8fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:a.verbrugghe@nixxis.com\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"800\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17.webp\" class=\"attachment-large size-large wp-image-56054 has-transparency\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17.webp 938w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17-300x300.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17-150x150.webp 150w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17-768x768.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"true\" data-dominant-color=\"5d8ee2\" style=\"--dominant-color: #5d8ee2\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18b68fe elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-image\" data-id=\"18b68fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/fr.linkedin.com\/in\/andrew-verbrugghe\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"786\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16.webp\" class=\"attachment-large size-large wp-image-56055 has-transparency\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16.webp 966w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-300x295.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-768x754.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"true\" data-dominant-color=\"3e8bd5\" style=\"--dominant-color: #3e8bd5\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8eb2f9b e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"8eb2f9b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-602097e elementor-widget elementor-widget-heading\" data-id=\"602097e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">A propos de l'auteur<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a340f09 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a340f09\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Responsable Marketing &amp; Communication chez Nixxis France, Andrew Verbrugghe conjugue vision strat\u00e9gique et curiosit\u00e9 insatiable pour les innovations digitales. Passionn\u00e9 par l&rsquo;\u00e9volution des pratiques marketing, il s&rsquo;int\u00e9resse particuli\u00e8rement \u00e0 l&rsquo;impact de l&rsquo;intelligence artificielle sur l&rsquo;exp\u00e9rience client et la communication d&rsquo;entreprise. \u00c0 travers ses articles, il d\u00e9crypte les tendances \u00e9mergentes et partage une expertise forg\u00e9e au c\u0153ur des transformations num\u00e9riques actuelles.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9fd4583 elementor-hidden-widescreen elementor-hidden-desktop elementor-hidden-laptop e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"9fd4583\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-48b6f33 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"48b6f33\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-0bf9bdb e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"0bf9bdb\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cd3d331 elementor-widget elementor-widget-image\" data-id=\"cd3d331\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png.webp\" class=\"attachment-large size-large wp-image-56053 not-transparent\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png.webp 400w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png-300x300.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/Photo-Nixxis-Andrew-png-150x150.webp 150w\" sizes=\"(max-width: 400px) 100vw, 400px\" data-has-transparency=\"false\" data-dominant-color=\"88a4b5\" style=\"--dominant-color: #88a4b5\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-030a578 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"030a578\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d3e14c3 elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-image\" data-id=\"d3e14c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:a.verbrugghe@nixxis.com\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"800\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17.webp\" class=\"attachment-large size-large wp-image-56054 has-transparency\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17.webp 938w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17-300x300.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17-150x150.webp 150w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-17-768x768.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"true\" data-dominant-color=\"5d8ee2\" style=\"--dominant-color: #5d8ee2\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2191d3e elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-image\" data-id=\"2191d3e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/fr.linkedin.com\/in\/andrew-verbrugghe\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"786\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16.webp\" class=\"attachment-large size-large wp-image-56055 has-transparency\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16.webp 966w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-300x295.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-768x754.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"true\" data-dominant-color=\"3e8bd5\" style=\"--dominant-color: #3e8bd5\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-432a896 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"432a896\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-79eb863 elementor-widget elementor-widget-heading\" data-id=\"79eb863\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">A propos de l'auteur<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2834ea2 elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2834ea2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Responsable Marketing &amp; Communication chez Nixxis France, Andrew Verbrugghe conjugue vision strat\u00e9gique et curiosit\u00e9 insatiable pour les innovations digitales. Passionn\u00e9 par l&rsquo;\u00e9volution des pratiques marketing, il s&rsquo;int\u00e9resse particuli\u00e8rement \u00e0 l&rsquo;impact de l&rsquo;intelligence artificielle sur l&rsquo;exp\u00e9rience client et la communication d&rsquo;entreprise. \u00c0 travers ses articles, il d\u00e9crypte les tendances \u00e9mergentes et partage une expertise forg\u00e9e au c\u0153ur des transformations num\u00e9riques actuelles.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-76fe7bb elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"76fe7bb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-195f499\" data-id=\"195f499\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-be390da elementor-widget elementor-widget-heading\" data-id=\"be390da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Partagez ce contenu sur vos r\u00e9seaux favoris !<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5768c5e elementor-share-buttons--shape-rounded elementor-share-buttons--view-icon-text elementor-share-buttons--skin-gradient elementor-grid-0 elementor-share-buttons--color-official elementor-widget elementor-widget-share-buttons\" data-id=\"5768c5e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"share-buttons.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-grid\" role=\"list\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_facebook\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur facebook\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tFacebook\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_email\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur email\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tEmail\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_linkedin\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur linkedin\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tLinkedIn\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-078d01d elementor-widget elementor-widget-heading\" data-id=\"078d01d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Int\u00e9ress\u00e9 par nos solutions ?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d8d3874 elementor-align-center elementor-mobile-align-center elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-button\" data-id=\"d8d3874\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-pop\" href=\"https:\/\/www.nixxis.com\/fr\/contactez-nous\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contactez-nous !<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c4a2ca elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5c4a2ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5a9bbc uppercase elementor-widget elementor-widget-heading\" data-id=\"b5a9bbc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Articles r\u00e9cents<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61afad1 elementor-grid-3 elementor-grid-tablet-2 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-posts--show-avatar elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"61afad1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_tablet&quot;:&quot;2&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-57063 post type-post status-publish format-standard has-post-thumbnail hentry category-actualite-sectorielle category-call-contact-center-news category-cx-news tag-call-center tag-centre-dappels tag-centre-de-contact tag-demarchage-telephonique tag-experience-client tag-prospection-telephonique tag-relation-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/demarchage-telephonique-ce-que-changera-la-loi-du-11-aout-2026-pour-les-centres-dappels\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"512\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-768x512.webp\" class=\"attachment-medium_large size-medium_large wp-image-57065 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-768x512.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-1024x682.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-1536x1023.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-2048x1364.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"5b5663\" style=\"--dominant-color: #5b5663;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/demarchage-telephonique-ce-que-changera-la-loi-du-11-aout-2026-pour-les-centres-dappels\/\" >\n\t\t\t\tD\u00e9marchage t\u00e9l\u00e9phonique :\u00a0ce\u00a0que\u00a0changera la Loi du 11 ao\u00fbt 2026 pour les centres d&rsquo;appels\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/demarchage-telephonique-ce-que-changera-la-loi-du-11-aout-2026-pour-les-centres-dappels\/\" aria-label=\"En savoir plus sur D\u00e9marchage t\u00e9l\u00e9phonique :\u00a0ce\u00a0que\u00a0changera la Loi du 11 ao\u00fbt 2026 pour les centres d&rsquo;appels\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t13 f\u00e9vrier 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-57006 post type-post status-publish format-standard has-post-thumbnail hentry category-actualite-sectorielle category-call-contact-center-news category-cx-news category-ia category-intelligence-artificielle tag-call-center tag-centre-dappels tag-centre-de-contact tag-experience-client tag-hyperpersonnalisation tag-ia tag-intelligence-artificielle tag-relation-client tag-service-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/relation-client-2026-les-grandes-tendances-qui-redessinent-les-frontieres-du-secteur\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"512\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-768x512.webp\" class=\"attachment-medium_large size-medium_large wp-image-57033 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-768x512.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-1024x683.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends.webp 1536w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"7e9db0\" style=\"--dominant-color: #7e9db0;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/relation-client-2026-les-grandes-tendances-qui-redessinent-les-frontieres-du-secteur\/\" >\n\t\t\t\tRelation client 2026 : les grandes tendances qui redessinent les fronti\u00e8res du secteur\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/relation-client-2026-les-grandes-tendances-qui-redessinent-les-frontieres-du-secteur\/\" aria-label=\"En savoir plus sur Relation client 2026 : les grandes tendances qui redessinent les fronti\u00e8res du secteur\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t3 f\u00e9vrier 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-55173 post type-post status-publish format-standard has-post-thumbnail hentry category-call-contact-center-news-3 category-product-features tag-call-center tag-dialer tag-numerotation tag-power-dialer tag-predictive-dialer tag-relation-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/du-predictif-au-power-comment-le-dialer-de-nixxis-ameliore-t-il-vos-performances\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"513\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-768x513.webp\" class=\"attachment-medium_large size-medium_large wp-image-55202 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-768x513.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-1024x683.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-1536x1025.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-2048x1367.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"9d9f9a\" style=\"--dominant-color: #9d9f9a;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/du-predictif-au-power-comment-le-dialer-de-nixxis-ameliore-t-il-vos-performances\/\" >\n\t\t\t\tDu pr\u00e9dictif au power, comment le dialer de Nixxis am\u00e9liore-t-il vos performances\u00a0?\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/du-predictif-au-power-comment-le-dialer-de-nixxis-ameliore-t-il-vos-performances\/\" aria-label=\"En savoir plus sur Du pr\u00e9dictif au power, comment le dialer de Nixxis am\u00e9liore-t-il vos performances\u00a0?\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t12 novembre 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-52559 post type-post status-publish format-standard has-post-thumbnail hentry category-call-contact-center-news-3 category-sector-news tag-etablissements-de-sante tag-hopitaux tag-laboratoires tag-medico-social tag-relation-client tag-sante tag-standard-telephonique\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/pourquoi-nixxis-est-la-solution-de-standard-telephonique-preferee-des-acteurs-de-la-sante\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"511\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-768x511.webp\" class=\"attachment-medium_large size-medium_large wp-image-52561 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-768x511.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-300x199.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-1024x681.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-1536x1021.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-2048x1362.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"969b92\" style=\"--dominant-color: #969b92;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/pourquoi-nixxis-est-la-solution-de-standard-telephonique-preferee-des-acteurs-de-la-sante\/\" >\n\t\t\t\tPourquoi Nixxis est la solution de standard t\u00e9l\u00e9phonique pr\u00e9f\u00e9r\u00e9e des acteurs de la sant\u00e9 ?\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/pourquoi-nixxis-est-la-solution-de-standard-telephonique-preferee-des-acteurs-de-la-sante\/\" aria-label=\"En savoir plus sur Pourquoi Nixxis est la solution de standard t\u00e9l\u00e9phonique pr\u00e9f\u00e9r\u00e9e des acteurs de la sant\u00e9 ?\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t23 septembre 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-47589 post type-post status-publish format-standard has-post-thumbnail hentry category-call-contact-center-news category-ia category-intelligence-artificielle tag-analyse-de-sentiments tag-analyse-par-mot-cle tag-centre-de-contact tag-ia tag-intelligence-artificielle tag-relation-client tag-resume-de-la-conversation tag-transcription-speech-to-text\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/transcription-speech-to-text-optimisez-votre-relation-client-avec-lia-integree-a-nixxis\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"512\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-768x512.webp\" class=\"attachment-medium_large size-medium_large wp-image-47614 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-768x512.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-1024x683.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-1536x1024.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-2048x1365.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"5b5653\" style=\"--dominant-color: #5b5653;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/transcription-speech-to-text-optimisez-votre-relation-client-avec-lia-integree-a-nixxis\/\" >\n\t\t\t\tTranscription speech-to-text : optimisez votre relation client avec l\u2019IA int\u00e9gr\u00e9e \u00e0 Nixxis\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/transcription-speech-to-text-optimisez-votre-relation-client-avec-lia-integree-a-nixxis\/\" aria-label=\"En savoir plus sur Transcription speech-to-text : optimisez votre relation client avec l\u2019IA int\u00e9gr\u00e9e \u00e0 Nixxis\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t12 juin 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-47514 post type-post status-publish format-standard has-post-thumbnail hentry category-artificial-intelligence category-call-contact-center-news-3 category-cx-news-3 category-event-2 tag-agora-groupe tag-agora-news-experience-client tag-cx tag-experience-client tag-gala tag-relation-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/nixxis-au-gala-des-directeurs-de-lexperience-client-un-engagement-au-service-de-lexcellence\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"432\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024-768x432.webp\" class=\"attachment-medium_large size-medium_large wp-image-47516 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024-768x432.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024-300x169.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024.webp 1024w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"3f386c\" style=\"--dominant-color: #3f386c;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/nixxis-au-gala-des-directeurs-de-lexperience-client-un-engagement-au-service-de-lexcellence\/\" >\n\t\t\t\tNixxis au Gala des Directeurs de l&rsquo;Exp\u00e9rience Client : Un engagement au service de l&rsquo;excellence\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/nixxis-au-gala-des-directeurs-de-lexperience-client-un-engagement-au-service-de-lexcellence\/\" aria-label=\"En savoir plus sur Nixxis au Gala des Directeurs de l&rsquo;Exp\u00e9rience Client : Un engagement au service de l&rsquo;excellence\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t20 mai 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>&lt; Revenir au blog &lt; Revenir au blog Les KPIs \u00e0 surveiller \u00e0 tout prix en 2025 Abandon (Automatic Call Distribution, distribution automatique des appels)<\/p>\n","protected":false},"author":12,"featured_media":38146,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[101],"tags":[48,49,196,66],"class_list":["post-40368","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-contact-center-news","tag-call-center","tag-centre-de-contact","tag-kpi","tag-service-client"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>10 KPI \u00e0 surveiller pour votre centre d&#039;appel en 2025 !<\/title>\n<meta name=\"description\" content=\"DMT, taux d&#039;abandon, taux de r\u00e9solution au premier contact... 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