{"id":23207,"date":"2025-02-10T21:01:45","date_gmt":"2025-02-10T21:01:45","guid":{"rendered":"https:\/\/www.calabrio.com\/rapport-2023-sur-letat-des-centres-de-contact\/"},"modified":"2025-05-27T04:22:04","modified_gmt":"2025-05-27T04:22:04","slug":"rapport-2023-sur-letat-des-centres-de-contact","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/rapport-2023-sur-letat-des-centres-de-contact\/","title":{"rendered":"Rapport 2023 sur l&rsquo;\u00e9tat des centres de contact"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_c9da3b3aebda2989ce8a71a7849a5c6b\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div\n\t\tclass=\"hero-with-form__left w-full lg:w-1\/2\"\n\t\tstyle=\"background-color: #D2F3FA\"\n\t>\n\t\t\t\t\t<div class=\"p-l\/xxl md:px-c\/xxl md:py-0 lg:p-c\/xxl lg:my-l\/m\">\n\t\t\t\t<div class=\"flex flex-col gap-c\/l md:py-l\/m\">\n\t\t\t\t\t\t\t\t\t\t\t<h1 >\n\t\t\t\t\t\t\t\n<p class=\"eyebrow lint-ignore flex items-center justify-center py-c\/s gap-c\/s subhead-small text-text-highlight-aaa\" >\n\t<span class=\"eyebrow__icon icon icon text-icon-highlight [&amp;_svg]:w-[var(--Base-Grid-Grid-24)] [&amp;_svg]:h-[var(--Base-Grid-Grid-24)] flex items-center rounded-full bg-background-secondary\"\n\taria-hidden=\"true\">\n\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\n\t<span class=\"eyebrow__content\">Research Report<\/span>\n<\/p>\n\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #080F21\"\n\t\t\t\t\tclass=\"heading-medium text-center\">\n\t\t\t\t\t\t\u00c9tat du centre de contact 2023 : Activer l&#039;agent du futur\t\t\t\t<\/h2>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"wysiwyg text-center\">\n\t\t\t\t\t\t<p>Rapport annuel sur les tendances \u00e9mergentes, les d\u00e9fis et les attentes en mati\u00e8re de service \u00e0 la client\u00e8le<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\n\t\t\t<div\n\t\t\tclass=\"w-full lg:w-1\/2 flex items-center hero-with-form__right\"\n\t\t\tstyle=\"\"\n\t\t>\n\t\t\t<!-- <iframe id=\"hero_form\" src=\"https:\/\/info.calabrio.com\/l\/134381\/2023-09-05\/8qpp7v\" width=\"100%\" height=\"600\" frameborder=\"0\"><\/iframe> -->\n\n<!-- New Iframe -->\n<iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-04-09\/5b78v7\" width=\"100%\" height=\"600\" type=\"text\/html\" frameborder=\"0\" allowtransparency=\"true\" style=\"border: 0\"><\/iframe>\n\n\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_c9da3b3aebda2989ce8a71a7849a5c6b\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_8c7f32aababcbef2cfd4bfec351b9807\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tComprendre l&rsquo;impact de l&rsquo;IA pour tracer la voie du succ\u00e8s\t\t<\/h2 >\n\t\t\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_8c7f32aababcbef2cfd4bfec351b9807\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\tpadding-top: 80px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_8c7f32aababcbef2cfd4bfec351b9807\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\tpadding-top: 80px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n<section\n\tclass=\"container text-image-with-cards flex flex-col gap-l\/xxl md:gap-0\"\n\tid=\"\"\n\tdata-theme-block-id=\"block_01dd83019c8cfbcc3882f1be20ee8786\"\n\tdata-aos=\"fade-up\"\n>\n\t<div style=\"background-color: #FFFFFF\" class=\"z-[1] flex flex-col-reverse gap-l\/m md:flex-row md:gap-0 py-c\/xxl\">\n\t\t\t\t\t<div class=\"flex items-center md:pt-l\/m md:pr-l\/m md:pb-l\/m w-full md:w-[51%]\">\n\t\t\t\t<div class=\"flex flex-col md:pb-l\/xs gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"text-image-with-cards__description wysiwyg overflow-ellipsis md:line-clamp-none\"><p>Les centres de contact sont \u00e0 l&rsquo;avant-garde du travail \u00e0 distance et de l&rsquo;intelligence artificielle &#8211; des modernisations qui sont l\u00e0 pour durer. Mais quelle est la place de l&rsquo;agent du futur, qui est-il et comment l&rsquo;activer ?<br \/>\n<br \/>Dans ce rapport, vous d\u00e9couvrirez les r\u00e9ponses de 400 responsables de centres de contact du monde entier \u00e0 des questions cl\u00e9s telles que :<br \/>\n<\/p>\n<ul>\n<li>70 % des personnes interrog\u00e9es pensent-elles qu&rsquo;il y aura plus ou moins d&rsquo;agents dans 10 ans ?<\/li>\n<li>O\u00f9 l&rsquo;IA aura-t-elle l&rsquo;impact le plus positif ? Et qui rencontrent les plus grandes difficult\u00e9s de mise en \u0153uvre ?<\/li>\n<li>Quelle est la principale comp\u00e9tence que les agents du futur doivent poss\u00e9der ?<\/li>\n<li>Quelle est la premi\u00e8re opportunit\u00e9 de libre-service pour les agents afin de stimuler l&rsquo;engagement ?<\/li>\n<\/ul>\n<p>Si vous ne maintenez pas l&rsquo;engagement de vos agents et n&rsquo;activez pas les comp\u00e9tences dont ils ont besoin dans un avenir aliment\u00e9 par l&rsquo;IA, vous prenez d\u00e9j\u00e0 du retard. T\u00e9l\u00e9chargez le rapport pour rester inform\u00e9 et prendre de l&rsquo;avance.<br \/>\n<br \/><a href=\"#hero_form\" class=\"btn-primary\">T\u00e9l\u00e9charger maintenant<\/a><\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"relative w-full md:w-[49%] aspect-square\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tz-[2] w-full h-full image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI.jpg 1000w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI-200x300.jpg 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI-683x1024.jpg 683w, 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