{"id":11417,"date":"2015-12-11T13:05:32","date_gmt":"2015-12-11T13:05:32","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/au-dela-du-silo-vous-netes-pas-seul"},"modified":"2025-02-05T18:44:30","modified_gmt":"2025-02-05T18:44:30","slug":"au-dela-du-silo-vous-netes-pas-seul","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/au-dela-du-silo-vous-netes-pas-seul\/","title":{"rendered":"Au-del\u00e0 du silo : vous n&rsquo;\u00eates pas seul"},"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_6a281e30d518f70e2604d7b726e92548\"\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\">Non class\u00e9 <\/p>\n\t\t\t\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\">T\u00e9l\u00e9opti Import\u00e9 <\/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\">Au-del\u00e0 du silo : vous n&rsquo;\u00eates pas seul<\/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_6a281e30d518f70e2604d7b726e92548\"] {\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%2Fau-dela-du-silo-vous-netes-pas-seul%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%2Fau-dela-du-silo-vous-netes-pas-seul%2F&#038;text=Au-del\u00e0 du silo : vous n&rsquo;\u00eates pas seul\"\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%2Fau-dela-du-silo-vous-netes-pas-seul%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'>Les professionnels du WFM et de la planification disposent g\u00e9n\u00e9ralement d&rsquo;un ensemble de comp\u00e9tences sp\u00e9cialis\u00e9es qui sont utilis\u00e9es pour cr\u00e9er de la magie, en veillant \u00e0 ce que lorsque les clients contactent une entreprise, ils puissent le faire avec facilit\u00e9 et rapidit\u00e9.<\/p>\n<p>Pour ce faire, les hypoth\u00e8ses sont bas\u00e9es sur les volumes historiques, les temps de manutention moyens (AHT) et m\u00eame les retraits historiques. Cependant, y a-t-il une r\u00e9elle implication dans ce qui se passe \u00e0 travers les diff\u00e9rentes fili\u00e8res ? Les ressources sont-elles r\u00e9ellement fournies pour toutes les activit\u00e9s qui ont lieu ?<\/p>\n<p>Prenons l&rsquo;exemple d&rsquo;une campagne de marketing dans laquelle votre organisation est un op\u00e9rateur de t\u00e9l\u00e9communications. La sortie d&rsquo;un nouveau t\u00e9l\u00e9phone intelligent ou d&rsquo;un service 4G est imminente. Il faut s&rsquo;attendre \u00e0 une augmentation du nombre d&rsquo;appels et de questions sur le nouveau service. Des ressources suppl\u00e9mentaires sont appel\u00e9es pour calibrer les pr\u00e9visions et s&rsquo;assurer que les niveaux de personnel sont exacts.<\/p>\n<p>Imaginons maintenant un sc\u00e9nario plus d\u00e9licat, comme l&rsquo;introduction d&rsquo;une nouvelle mesure pour le centre, par exemple le Net Promoter Score (NPS) qui mesure la fid\u00e9lit\u00e9 des clients et la met en corr\u00e9lation avec la croissance du chiffre d&rsquo;affaires. Disons que les objectifs n&rsquo;ont pas \u00e9t\u00e9 atteints. Pour rem\u00e9dier \u00e0 la situation, l&rsquo;\u00e9quipe de direction du centre de contact se lance dans un projet six-sigma qui pr\u00e9voit un coaching individuel quotidien pour les agents peu performants et de courtes sessions de formation sur des sc\u00e9narios d&rsquo;appels difficiles pour la majorit\u00e9 des agents. La question fondamentale qui se pose est la suivante : dans quelle mesure ces \u00e9l\u00e9ments sont-ils r\u00e9ellement pris en compte dans la programmation et la planification ?<\/p>\n<p>Souvent, ces mesures sont exclues de la programmation et de la planification. Il en r\u00e9sulte g\u00e9n\u00e9ralement l&rsquo;un des deux r\u00e9sultats suivants. Ceux qui g\u00e8rent le plan de performance proc\u00e8dent \u00e0 l&rsquo;ex\u00e9cution de leur plan d&rsquo;action. Le fait de ne pas tenir compte de ces mesures dans la programmation ou la planification met en p\u00e9ril le niveau de service. Dans le cas contraire, le plan se heurtera \u00e0 un mur car les risques li\u00e9s au niveau de service pour les activit\u00e9s non planifi\u00e9es et non embarqu\u00e9es n&rsquo;ont pas \u00e9t\u00e9 pris en compte. Dans les deux cas, les clients en p\u00e2tiront : le manque de personnel entra\u00eenera des temps d&rsquo;attente plus longs ou l&rsquo;impossibilit\u00e9 de fournir les niveaux de service attendus ou de r\u00e9soudre les probl\u00e8mes.<\/p>\n<p>Quelle est donc la r\u00e9ponse ? Il s&rsquo;agit de sortir du cloisonnement et de s&rsquo;assurer que toutes les parties prenantes du plan collaborent \u00e0 l&rsquo;int\u00e9gration des donn\u00e9es dans le calendrier. Cela cr\u00e9e une culture saine de partage de l&rsquo;information et permet de d\u00e9passer la perspective du \u00ab\u00a0nous\u00a0\u00bb et du \u00ab\u00a0eux\u00a0\u00bb (vous pourriez \u00e9galement aimer notre article sur \u00ab\u00a0<a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2015-04-24\/wmhwc\" target=\"_blank\" rel=\"noopener noreferrer\">WFM et la conduite du changement dans les organisations<\/a>\u00ab\u00a0).<\/p>\n<p>Une bonne pratique consisterait \u00e0 r\u00e9unir les membres cl\u00e9s de l&rsquo;\u00e9quipe impliqu\u00e9s dans la gestion des ressources humaines, la qualit\u00e9, la formation, les chefs d&rsquo;\u00e9quipe, etc. avant chaque planification &#8211; hebdomadaire, mensuelle ou autre &#8211; pour discuter des attentes, des pr\u00e9visions, des niveaux de service attendus, des sureffectifs et des sous-effectifs, ainsi que de toute autre activit\u00e9 et de tout autre plan. Ainsi, le calendrier qui en r\u00e9sultera r\u00e9pondra aux besoins des clients et des parties prenantes internes, ce qui garantira non seulement une r\u00e9ponse aux clients, mais aussi des niveaux de r\u00e9solution optimaux.<\/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":212,"featured_media":5993,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[204,203],"tags":[126],"blog-languages":[],"class_list":["post-11417","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe","category-teleopti-importe","tag-teleopti-imported"],"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>Au-del\u00e0 du silo : vous n&#039;\u00eates pas seul | Calabrio<\/title>\n<meta name=\"description\" content=\"Les ressources sont-elles r\u00e9ellement fournies pour toutes les activit\u00e9s qui se d\u00e9roulent dans votre centre de contact ? 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