{"id":4666,"date":"2026-08-24T18:27:20","date_gmt":"2026-08-24T18:27:20","guid":{"rendered":"https:\/\/maroczain.com\/?p=4666"},"modified":"2026-08-24T18:27:43","modified_gmt":"2026-08-24T18:27:43","slug":"4666","status":"publish","type":"post","link":"https:\/\/maroczain.com\/en\/2026\/08\/24\/4666\/","title":{"rendered":"Call Center skills"},"content":{"rendered":"<p>    <section class=\"mza-cc-card\"><div class=\"mza-cc-badge\">Arbre de comp\u00e9tences<\/div>\n      <h2>Agent \u2014 matrice de comp\u00e9tences<\/h2>\n      <div class=\"mza-skill-grid\">\n                    <div class=\"mza-skill-card\">\n              <strong>Communication<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>\u00c9coute active<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>CRM<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>R\u00e9clamation<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>Vente<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>Conformit\u00e9<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>Omnicanal<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n                    <div class=\"mza-skill-card\">\n              <strong>Productivit\u00e9<\/strong>\n              <div class=\"mza-skill-bar\"><span style=\"width:0%\"><\/span><\/div>\n              <small>0%<\/small>\n            <\/div>\n              <\/div>\n    <\/section>\n    <br \/>\n    <section class=\"mza-cc-card mza-case-sim\" data-role=\"supervisor\" data-correct=\"0\">\n      <div class=\"mza-cc-badge\">Simulation d\u00e9cisionnelle<\/div>\n      <h2>SLA \u00e0 48 %, absent\u00e9isme \u00e0 17 %, file en forte croissance<\/h2>\n      <div class=\"mza-case-options\">\n              <button class=\"mza-case-choice\" data-index=\"0\">Analyser le gap charge\/capacit\u00e9 et r\u00e9allouer les ressources<\/button>\n              <button class=\"mza-case-choice\" data-index=\"1\">Attendre le reporting de fin de journ\u00e9e<\/button>\n              <button class=\"mza-case-choice\" data-index=\"2\">Supprimer toutes les pauses sans analyse<\/button>\n              <button class=\"mza-case-choice\" data-index=\"3\">Fermer les canaux digitaux<\/button>\n            <\/div>\n      <div class=\"mza-cc-result\"><\/div>\n    <\/section>\n    <br \/>\n    <section class=\"mza-cc-card\"><div class=\"mza-cc-badge\">Classement<\/div><h2>Top apprenants<\/h2>\n      <div class=\"mza-cc-table-wrap\"><table class=\"mza-cc-table\"><thead><tr><th>#<\/th><th>Apprenant<\/th><th>Meilleur score<\/th><th>Moyenne<\/th><th>Tentatives<\/th><\/tr><\/thead><tbody>\n      <tr><td colspan=\"5\">Aucun r\u00e9sultat disponible.<\/td><\/tr><\/tbody><\/table><\/div>\n    <\/section>\n    <br \/>\n<section class=\"mza-cc-card\"><h2>Dashboard entreprise<\/h2><p>Acc\u00e8s r\u00e9serv\u00e9.<\/p><\/section><br \/>\n<section class=\"mza-cc-card\"><p>Connexion requise.<\/p><\/section><br \/>\n    <section class=\"mza-cc-card mza-conversation-sim\" data-role=\"agent\">\n      <div class=\"mza-cc-badge\">Simulateur conversationnel<\/div>\n      <h2>Entra\u00eenement client \u2014 Agent<\/h2>\n      <div class=\"mza-chat-log\">\n        <div class=\"mza-msg client\">Client : Bonjour, je suis tr\u00e8s m\u00e9content. Mon dossier n\u2019a toujours pas \u00e9t\u00e9 r\u00e9gl\u00e9.<\/div>\n      <\/div>\n      <textarea class=\"mza-chat-input\" rows=\"4\" placeholder=\"R\u00e9digez votre r\u00e9ponse professionnelle...\"><\/textarea>\n      <button class=\"mza-cc-btn mza-chat-send\">Analyser ma r\u00e9ponse<\/button>\n      <div class=\"mza-cc-result\"><\/div>\n      <p><small>Version locale : analyse heuristique. La V5 pourra brancher un moteur vocal\/IA externe via API.<\/small><\/p>\n    <\/section>\n    <\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"class_list":["post-4666","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"jetpack_sharing_enabled":true,"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts\/4666","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/comments?post=4666"}],"version-history":[{"count":2,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts\/4666\/revisions"}],"predecessor-version":[{"id":4668,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/posts\/4666\/revisions\/4668"}],"wp:attachment":[{"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/media?parent=4666"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/categories?post=4666"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/maroczain.com\/en\/wp-json\/wp\/v2\/tags?post=4666"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}