{"id":10859,"date":"2019-01-18T11:10:00","date_gmt":"2019-01-18T11:10:00","guid":{"rendered":"https:\/\/www.calabrio.com\/lannee-de-lexperience-client-a-travers-une-annee-darticles-de-blog\/"},"modified":"2025-09-02T06:09:08","modified_gmt":"2025-09-02T06:09:08","slug":"lannee-de-lexperience-client-a-travers-une-annee-darticles-de-blog","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/lannee-de-lexperience-client-a-travers-une-annee-darticles-de-blog\/","title":{"rendered":"L&rsquo;ann\u00e9e de l&rsquo;exp\u00e9rience client \u00e0 travers une ann\u00e9e d&rsquo;articles de blog"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_c5fd4252781963b5a3ea1b1de8c92fc3\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Meilleures pratiques <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">L&rsquo;ann\u00e9e de l&rsquo;exp\u00e9rience client \u00e0 travers une ann\u00e9e d&rsquo;articles de blog<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_c5fd4252781963b5a3ea1b1de8c92fc3\"] {\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\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Flannee-de-lexperience-client-a-travers-une-annee-darticles-de-blog%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Flannee-de-lexperience-client-a-travers-une-annee-darticles-de-blog%2F&#038;text=L&rsquo;ann\u00e9e de l&rsquo;exp\u00e9rience client \u00e0 travers une ann\u00e9e d&rsquo;articles de blog\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Flannee-de-lexperience-client-a-travers-une-annee-darticles-de-blog%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Lorsque nous r\u00e9fl\u00e9chissons \u00e0 l&rsquo;ann\u00e9e \u00e9coul\u00e9e, il est clair que l&rsquo;engagement des employ\u00e9s et l&rsquo;exp\u00e9rience des clients ont r\u00e9gn\u00e9 en ma\u00eetres.<\/p>\n<p>&nbsp;<\/p>\n<p>Les attentes des clients \u00e9tant de plus en plus \u00e9lev\u00e9es, les entreprises se sont efforc\u00e9es de d\u00e9velopper des parcours clients qui se distinguent de la concurrence. Nous avons \u00e9galement d\u00e9couvert l&rsquo;importance de la nature humaine dans la fid\u00e9lisation des clients, <a href=\"https:\/\/www.globenewswire.com\/news-release\/2018\/06\/27\/1530354\/0\/en\/New-Calabrio-Study-Finds-Human-Nature-Drives-Customer-Loyalty-in-a-Digital-World.html\" target=\"_blank\" rel=\"noopener noreferrer\">74 % d&rsquo;<\/a> entre eux d\u00e9clarant qu&rsquo;ils sont plus fid\u00e8les \u00e0 une entreprise s&rsquo;ils peuvent parler \u00e0 quelqu&rsquo;un. Ainsi, bien que l&rsquo;IA ait fait de grands progr\u00e8s, le besoin d&rsquo;une forte connexion humaine est toujours bien vivant dans le centre de contact.  <\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;accent mis sur l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience client signifie que les agents doivent g\u00e9rer le volume d&rsquo;appels mieux et plus rapidement, tout en devant r\u00e9pondre \u00e0 des demandes de renseignements plus complexes. Pour mieux soutenir les agents et maintenir un faible taux de rotation, les entreprises investissent dans des outils et des strat\u00e9gies d&rsquo;engagement de la main-d&rsquo;\u0153uvre pour leurs centres de contact. <\/p>\n<p>&nbsp;<\/p>\n<h2>Jetez un coup d&rsquo;\u0153il \u00e0 notre top 10 des blogs de 2018 pour d\u00e9couvrir les sujets qui ont retenu l&rsquo;attention de vos pairs :<\/h2>\n<p>1. <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/customer-interaction-analytics\/call-center-sentiment-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\"> Guide de l&rsquo;analyse des sentiments dans les centres d&rsquo;appels &#8211;<\/a>Il ne suffit pas d&rsquo;analyser et de comprendre ce que disent les clients, les entreprises doivent aussi comprendre ce que le client veut dire. D\u00e9couvrez comment l&rsquo;analyse des sentiments, le nouvel outil d&rsquo;analyse puissant de Calabrio, peut vous aider \u00e0 mieux conna\u00eetre vos clients.<\/p>\n<p>2. <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/call-center-games-to-improve-agent-performance\/\" target=\"_blank\" rel=\"noopener noreferrer\">Comment utiliser les jeux du centre d&rsquo;appel pour am\u00e9liorer les performances des agents &#8211;<\/a>Lorsque vos agents sont au top de leur forme, l&rsquo;exp\u00e9rience client l&rsquo;est aussi ! D\u00e9couvrez comment lancer un programme de gamification pour votre centre de contact.<\/p>\n<p>&nbsp;<\/p>\n<p>3. L <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/nous-pensons-que-lengagement-de-calabrio-envers-ses-clients-est-mis-en-evidence-dans-le-quadrant-magique-de-gartner-pour-la-gestion-de-lengagement-des-travailleurs\/\" target=\"_blank\" rel=\"noopener noreferrer\">&lsquo;engagement de Calabrio envers ses clients brille dans le quadrant magique de Gartner pour la gestion de l&rsquo;engagement de la main-d&rsquo;\u0153uvre &#8211;<\/a>Nous faisons les choses diff\u00e9remment, et notre approche souple, ax\u00e9e sur le retour d&rsquo;information, nous a permis de nous d\u00e9marquer de nos concurrents sur le march\u00e9. D\u00e9couvrez pourquoi Calabrio a \u00e9t\u00e9 d\u00e9sign\u00e9 comme le seul \u00ab\u00a0visionnaire\u00a0\u00bb dans le quadrant magique 2018 de Gartner sur l&rsquo;engagement de la main-d&rsquo;\u0153uvre.<\/p>\n<p>&nbsp;<\/p>\n<p>4. <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/workforce-management\/make-sure-contact-center-agents-know-you-love-them\/\" target=\"_blank\" rel=\"noopener noreferrer\">Assurez-vous que les agents de votre centre de contact savent que vous les aimez &#8211;<\/a>Vos agents ont un impact plus important sur l&rsquo;exp\u00e9rience client que n&rsquo;importe quel autre facteur de votre centre de contact. Faites-vous assez pour montrer \u00e0 vos agents que vous les appr\u00e9ciez ?<\/p>\n<p>&nbsp;<\/p>\n<p>5. <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/how-agent-follow-up-increase-customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">Comment utiliser le suivi des agents pour augmenter la fid\u00e9lisation des clients <\/a> Lorsqu&rsquo;un client a eu des probl\u00e8mes avec votre entreprise, il peut \u00eatre difficile de le faire revenir. Cette vid\u00e9o de la Calabrio Academy pr\u00e9sente cinq mesures que les agents peuvent prendre pour am\u00e9liorer la fid\u00e9lisation des clients.<\/p>\n<p>&nbsp;<\/p>\n<p>6. <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/les-prix-calabrio-one-reconnaitre-la-reussite-de-lexperience-client-dans-le-centre-de-contact-2\/\" target=\"_blank\" rel=\"noopener noreferrer\">Les Calabrio ONE Awards : Reconna\u00eetre le succ\u00e8s de l&rsquo;exp\u00e9rience client dans le centre de contact &#8211;<\/a>L&rsquo;\u00e9v\u00e9nement client annuel de Calabrio \u00e0 Nashville a \u00e9t\u00e9 un \u00e9norme succ\u00e8s ! Jetez un coup d&rsquo;\u0153il aux laur\u00e9ats des ONE Awards de cette ann\u00e9e, qui r\u00e9compensent les entreprises les plus performantes utilisant Calabrio ONE pour stimuler l&rsquo;innovation dans le centre de contact et au-del\u00e0.<\/p>\n<p>&nbsp;<\/p>\n<p>7. <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/insurance-contact-center-4-tips-for-resolving-inbound-complaints-faster\/\" target=\"_blank\" rel=\"noopener noreferrer\">4 conseils pour r\u00e9soudre plus rapidement les r\u00e9clamations entrantes &#8211;<\/a>D\u00e9couvrez comment les centres de contact des compagnies d&rsquo;assurance dotent leurs agents des bons outils et processus pour offrir la meilleure exp\u00e9rience possible \u00e0 leurs clients, dans les meilleurs d\u00e9lais.<\/p>\n<p>&nbsp;<\/p>\n<p>8. <a href=\"https:\/\/www.calabrio.com\/blog\/3-must-types-workforce-management-scheduling-tools-infographic\/\" target=\"_blank\" rel=\"noopener noreferrer\">3 types d&rsquo;outils de planification de la gestion du personnel indispensables <\/a>&#8211; La planification de votre centre de contact est toujours un d\u00e9fi. D\u00e9couvrez comment trois outils WFM diff\u00e9rents peuvent vous aider \u00e0 donner aux agents la flexibilit\u00e9 et la libert\u00e9 dont ils ont besoin, tout en vous assurant d&rsquo;avoir suffisamment d&rsquo;agents pour r\u00e9pondre aux demandes des clients.<\/p>\n<p>&nbsp;<\/p>\n<p>9. <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/ce-que-le-gdpr-signifie-pour-votre-centre-de-contact\/\" target=\"_blank\" rel=\"noopener noreferrer\">Ce que le GDPR signifie pour votre centre de contact &#8211;<\/a>M\u00eame si un seul de vos clients r\u00e9side dans l&rsquo;UE, votre centre de contact doit comprendre et respecter les nouvelles lois europ\u00e9ennes sur la protection de la vie priv\u00e9e. La RGPD a \u00e9t\u00e9 un sujet br\u00fblant en 2018. Retour sur l&rsquo;impact qu&rsquo;il a eu.<\/p>\n<p>&nbsp;<\/p>\n<p>10. <a href=\"https:\/\/www.calabrio.com\/blog\/16-questions-that-reveal-how-well-you-know-your-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">16 questions r\u00e9v\u00e9latrices de la connaissance que vous avez de vos clients &#8211;<\/a>Connaissez-vous bien vos clients ? D\u00e9couvrons-le.<\/p>\n<p>&nbsp;<\/p>\n<p>Les clients veulent savoir que leur voix est entendue, et en 2019, les entreprises feront un meilleur travail d&rsquo;\u00e9coute afin de r\u00e9pondre aux besoins changeants de leurs clients. Vous souhaitez savoir ce que nos dirigeants pr\u00e9voient pour le centre de contact en 2019 ? Consultez notre dernier rapport, <a href=\"https:\/\/www.calabrio.com\/resource-center\/future-contact-center-key-predictions\/\" target=\"_blank\" rel=\"noopener noreferrer\">The Future of the Contact Center, Key Predictions for 2019 (L&rsquo;avenir du centre de contact, principales pr\u00e9dictions pour 2019).<\/a>  <\/p>\n<p>&nbsp;<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":363,"featured_media":10861,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[227,224,158],"blog-languages":[],"class_list":["post-10859","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques","tag-ameliorer-lexperience-des-clients","tag-centre-de-contact","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L&#039;ann\u00e9e de l&#039;exp\u00e9rience client \u00e0 travers une ann\u00e9e d&#039;articles de blog | Calabrio<\/title>\n<meta name=\"description\" content=\"Lorsque nous r\u00e9fl\u00e9chissons \u00e0 l&#039;ann\u00e9e \u00e9coul\u00e9e, il est clair que l&#039;engagement des employ\u00e9s et l&#039;exp\u00e9rience des clients ont r\u00e9gn\u00e9 en ma\u00eetres. 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