{"id":11408,"date":"2015-09-18T14:29:53","date_gmt":"2015-09-18T14:29:53","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/le-libre-service-reduit-il-le-besoin-de-wfm"},"modified":"2025-09-02T06:00:56","modified_gmt":"2025-09-02T06:00:56","slug":"le-libre-service-reduit-il-le-besoin-de-wfm","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/le-libre-service-reduit-il-le-besoin-de-wfm\/","title":{"rendered":"Le libre-service r\u00e9duit-il le besoin de WFM ?"},"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_9cefe368cdb92308426f96f1b6922bf3\"\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\">Analytique <\/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\">Le libre-service r\u00e9duit-il le besoin de WFM ?<\/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_9cefe368cdb92308426f96f1b6922bf3\"] {\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<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%2Fblog%2Fle-libre-service-reduit-il-le-besoin-de-wfm%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%2Fblog%2Fle-libre-service-reduit-il-le-besoin-de-wfm%2F&#038;text=Le libre-service r\u00e9duit-il le besoin de WFM ?\"\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%2Fblog%2Fle-libre-service-reduit-il-le-besoin-de-wfm%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\"><div class='wpb-content-wrapper'>Avec le nombre croissant d&rsquo;options de libre-service sur de plus en plus de sites web en ligne, les gestionnaires peuvent tirer la conclusion h\u00e2tive et erron\u00e9e, ou adopter une vision \u00e0 court terme, que ces fonctions de libre-service r\u00e9duiront leur besoin d&rsquo;un syst\u00e8me WFM &#8211; ou, \u00e0 tout le moins, \u00e9limineront la n\u00e9cessit\u00e9 d&rsquo;une mise \u00e0 niveau. Apr\u00e8s tout, selon ce raisonnement, les co\u00fbts de conception et de mise en \u0153uvre des options de libre-service doivent \u00eatre compens\u00e9s par des r\u00e9ductions et des \u00e9conomies ailleurs dans l&rsquo;organisation, n&rsquo;est-ce pas ?<\/p>\n<p>Dans le m\u00eame temps, avec l&rsquo;av\u00e8nement du libre-service en ligne, on a pr\u00e9dit que les fournisseurs de WFM et leurs activit\u00e9s \u00e9taient condamn\u00e9s \u00e0 l&rsquo;obsolescence. Mais cela ne s&rsquo;est pas av\u00e9r\u00e9 \u00eatre le cas. Pourquoi ?<\/p>\n<p>En r\u00e9alit\u00e9, si le libre-service peut r\u00e9duire le volume d&rsquo;appels &#8211; bien que les \u00e9tudes montrent que ce n&rsquo;est pas toujours le cas &#8211; il modifie les motifs d&rsquo;appel et d\u00e9charge les t\u00e2ches les plus simples qui sont remplac\u00e9es par des t\u00e2ches plus complexes.<\/p>\n<p>Imaginez que vous \u00eates une banque. Comme la plupart des banques aujourd&rsquo;hui, vous proposez \u00e0 vos clients des services bancaires en ligne en libre-service &#8211; une \u00e9volution assez courante dans votre secteur d&rsquo;activit\u00e9, partout dans le monde. Les clients n&rsquo;ont plus besoin d&rsquo;appeler le service client\u00e8le de la banque pour des questions de routine, telles que l&rsquo;\u00e9tat du solde de leur compte ou le transfert d&rsquo;argent \u00e0 l&rsquo;\u00e9tranger.<\/p>\n<p>Et c&rsquo;est un cadeau du ciel. Les clients sont satisfaits des options de libre-service en ligne parce qu&rsquo;ils re\u00e7oivent des r\u00e9ponses rapides et correctes qui leur demandent <a href=\"https:\/\/bit.ly\/1Lz1kDa\" target=\"_blank\" rel=\"noopener noreferrer\">peu d&rsquo;efforts<\/a>. En fait, plus l&rsquo;exp\u00e9rience client se d\u00e9roule sans effort, mieux c&rsquo;est, car il a \u00e9t\u00e9 d\u00e9montr\u00e9 que la plupart des exp\u00e9riences de service augmentent en fait la d\u00e9loyaut\u00e9 des clients.<\/p>\n<p>Les clients qui vous appellent aujourd&rsquo;hui, sachant combien il y a sur leur compte, peuvent chercher des r\u00e9ponses plus complexes, comme des conseils en mati\u00e8re d&rsquo;investissement. Ce type d&rsquo;appel est plus long \u00e0 traiter et n\u00e9cessite des agents mieux form\u00e9s pour y r\u00e9pondre avec succ\u00e8s. Ces types d&rsquo;appels de clients ont \u00e9galement une valeur beaucoup plus \u00e9lev\u00e9e. Pour s&rsquo;assurer que ces appels de grande valeur sont trait\u00e9s de mani\u00e8re optimale, le WFM devient, en fait, plus important que jamais. Le centre de contact a besoin d&rsquo;un support WFM pour optimiser le personnel, minimiser l&rsquo;effort du client gr\u00e2ce \u00e0 la r\u00e9solution du premier contact (FCR) et s&rsquo;assurer que le personnel est form\u00e9 avec les bonnes comp\u00e9tences.<\/p>\n<p>La nature impersonnelle du libre-service et la diminution des contacts directs avec les clients peuvent rendre difficile le maintien de la proximit\u00e9 avec vos clients. Vous mettez en \u0153uvre les appels sortants et la vente incitative, mais il peut \u00eatre difficile d&rsquo;atteindre vos clients au bon moment, comme en t\u00e9moignent les faibles taux de r\u00e9ussite. Ainsi, le fait que des clients vous appellent aujourd&rsquo;hui doit \u00eatre consid\u00e9r\u00e9 comme un cadeau et une occasion en or pour vous d&rsquo;acqu\u00e9rir une connaissance approfondie du client &#8211; en ayant son oreille \u00e0 votre enti\u00e8re disposition &#8211; et d&rsquo;accro\u00eetre la fid\u00e9lit\u00e9 de ce dernier.<\/p>\n<p>Je suis impressionn\u00e9 par les r\u00e9sultats obtenus par certaines entreprises en mati\u00e8re de relations avec les clients. Prenons l&rsquo;exemple des entreprises de services publics : certaines d&rsquo;entre elles aident leurs clients \u00e0 trouver des moyens d&rsquo;acheter moins chez elles en r\u00e9duisant leurs factures de services publics. Il s&rsquo;agit de fid\u00e9liser les clients ou, dans le jargon du marketing, de les placer en t\u00eate de liste.<\/p>\n<p>Dans le domaine des centres d&rsquo;appels, je vous conseille de ne pas vous aveugler en croyant que la r\u00e9duction du volume d&rsquo;appels et du temps de traitement des appels sont les seuls indicateurs de performance cl\u00e9s ou m\u00e9triques significatifs. Avec la mise en place de fonctions de libre-service, la nature des t\u00e2ches du centre d&rsquo;appels devient g\u00e9n\u00e9ralement plus complexe. La gestion de votre centre d&rsquo;appels doit suivre le mouvement et r\u00e9agir en cons\u00e9quence.<\/p>\n<p>Anticipez. Proc\u00e9der \u00e0 des ajustements. Soyez pr\u00eat. Cela peut impliquer d&rsquo;ajuster le nombre de vos agents et de former le personnel restant pour qu&rsquo;il soit plus comp\u00e9tent. Il peut s&rsquo;agir non pas d&rsquo;\u00e9viter les mises \u00e0 niveau de WFM, mais de modifier les param\u00e8tres, tels que le temps de traitement moyen (AHT). En fin de compte, tout le monde peut y trouver son compte : les clients b\u00e9n\u00e9ficient d&rsquo;un service plus qualifi\u00e9, les employ\u00e9s se voient confier des t\u00e2ches plus qualifi\u00e9es et l&rsquo;organisation dispose d&rsquo;une base plus importante pour g\u00e9n\u00e9rer des revenus.<\/p><\/div>\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":105,"featured_media":6034,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11408","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Le libre-service r\u00e9duit-il le besoin de WFM ? | Calabrio<\/title>\n<meta name=\"description\" content=\"Dans le monde actuel du libre-service, avez-vous fait les ajustements n\u00e9cessaires dans votre service \u00e0 la client\u00e8le ? 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