{"id":23214,"date":"2025-02-10T21:26:58","date_gmt":"2025-02-10T21:26:58","guid":{"rendered":"https:\/\/www.calabrio.com\/2022-etat-du-centre-de-contact\/"},"modified":"2026-02-24T09:59:59","modified_gmt":"2026-02-24T09:59:59","slug":"2022-etat-du-centre-de-contact","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/2022-etat-du-centre-de-contact\/","title":{"rendered":"2022 \u00c9tat du centre 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_d0eee1609fac33730e667c515c55b35e\"\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\">Rapport de recherche<\/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 2022\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\/2021-06-03\/63b3wq\" width=\"100%\" height=\"600px\" frameborder=\"0\"><\/iframe>\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_d0eee1609fac33730e667c515c55b35e\"] {\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\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_350f2c3e2956e592c825975edded3859\"\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 essentiels au succ\u00e8s de la marque et doivent offrir un service centr\u00e9 sur l&rsquo;humain et une technologie flexible pour fid\u00e9liser les clients.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est ce que nous avons constat\u00e9 en interrogeant 500 responsables de centres de contact et consommateurs du monde entier. Notre objectif \u00e9tait de d\u00e9couvrir les principales attentes, les perceptions erron\u00e9es et les strat\u00e9gies \u00e9mergentes en mati\u00e8re d&rsquo;exp\u00e9riences dans les centres de contact. Les r\u00e9sultats ont r\u00e9v\u00e9l\u00e9 une v\u00e9rit\u00e9 fondamentale : sans l&rsquo;\u00e9l\u00e9ment humain, aucune technologie ne peut assurer la coh\u00e9sion de l&rsquo;exp\u00e9rience d&rsquo;une marque.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans ce rapport, vous trouverez des r\u00e9ponses \u00e0 des questions cl\u00e9s telles que<\/p>\n<ul>\n<li>Vos hypoth\u00e8ses correspondent-elles \u00e0 ce que pensent vos pairs et \u00e0 ce \u00e0 quoi ils sont pr\u00e9par\u00e9s ?<\/li>\n<li>Vos priorit\u00e9s sont-elles align\u00e9es sur les demandes r\u00e9elles des consommateurs, y compris les attentes concernant les performances des agents et les canaux de communication ?<\/li>\n<li>Savez-vous quels sont les facteurs de service qui incitent les consommateurs \u00e0 changer de marque ?<\/li>\n<\/ul>\n<p>D\u00e9couvrez de l&rsquo;int\u00e9rieur la tendance critique qui fa\u00e7onnera le succ\u00e8s des centres de contact en 2022 et au-del\u00e0. 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