{"id":11489,"date":"2016-10-06T08:00:43","date_gmt":"2016-10-06T08:00:43","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/votre-super-heros-du-centre-de-contact"},"modified":"2026-01-19T13:28:53","modified_gmt":"2026-01-19T13:28:53","slug":"votre-super-heros-du-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/votre-super-heros-du-centre-de-contact\/","title":{"rendered":"Votre super-h\u00e9ros du centre de contact"},"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_d8f39c5de6849c060bf32ed833eeab5a\"\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\">Votre super-h\u00e9ros du centre de contact<\/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_d8f39c5de6849c060bf32ed833eeab5a\"] {\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%2Fvotre-super-heros-du-centre-de-contact%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%2Fvotre-super-heros-du-centre-de-contact%2F&#038;text=Votre super-h\u00e9ros du centre de contact\"\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%2Fvotre-super-heros-du-centre-de-contact%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>Votre centre de contact est un super-h\u00e9ros ? Vous pourriez \u00eatre surpris &#8211; apr\u00e8s tout, les centres de contact sont souvent.. :<\/p>\n<ul>\n<li>Sous-estim\u00e9 par l&rsquo;organisation dans son ensemble<\/li>\n<li>Sous-financement<\/li>\n<li>Consid\u00e9r\u00e9 uniquement comme un centre de co\u00fbts<\/li>\n<li>Le budget du premier endroit est r\u00e9duit lorsque le besoin s&rsquo;en fait sentir<\/li>\n<li>Et des employ\u00e9s de niveau d\u00e9butant<\/li>\n<\/ul>\n<p>Ce n&rsquo;est pas exactement la d\u00e9finition habituelle d&rsquo;un super-h\u00e9ros. Mais pour les organisations centr\u00e9es sur le client, le terme \u00ab\u00a0super-h\u00e9ros du centre de contact\u00a0\u00bb est une description exacte et \u00e0 multiples facettes. Il vous appartient de doter ou non votre centre de contact de capacit\u00e9s exceptionnelles, surhumaines, afin que votre entreprise devienne r\u00e9ellement centr\u00e9e sur le client.<\/p>\n<p>&nbsp;<\/p>\n<h3>Profil d&rsquo;un super-h\u00e9ros des centres de contact<\/h3>\n<p>Le c\u0153ur d&rsquo;une organisation centr\u00e9e sur le client est le centre de contact. Il s&rsquo;agit de la ligne de front avec vos clients, la source et l&rsquo;alimentation de l&rsquo;intelligence client qui est essentielle \u00e0 votre succ\u00e8s. Des entreprises qui sont des super-h\u00e9ros :<\/p>\n<ul>\n<li>Analyser et exploiter les informations vitales sur les clients cultiv\u00e9es par le centre de contact parce qu&rsquo;ils en reconnaissent la valeur pour d&rsquo;autres services et pour l&rsquo;entreprise dans son ensemble.<\/li>\n<li>Favoriser un environnement de responsabilisation, et non de peur, dans lequel les agents sont convaincus qu&rsquo;il n&rsquo;y a pas de mal \u00e0 commettre une erreur, \u00e0 condition d&rsquo;en tirer les le\u00e7ons et d&rsquo;aller de l&rsquo;avant.<\/li>\n<li>D\u00e9fendre les budgets de leurs centres de contact &#8211; ils ne consid\u00e8rent plus leurs centres de contact comme de simples centres t\u00e9l\u00e9phoniques ou des centres de co\u00fbts.<\/li>\n<li>Entretenir et nourrir en permanence les centres de contact et leurs membres.<\/li>\n<li>Fournir des opportunit\u00e9s de mentorat et de d\u00e9veloppement de l&rsquo;intelligence \u00e9motionnelle<\/li>\n<li>Enseigner aux agents l&rsquo;art de donner et de recevoir un retour d&rsquo;information, y compris la mani\u00e8re d&rsquo;avoir une conversation franche avec leur patron.<\/li>\n<\/ul>\n<h3>Les hommes et les femmes en coulisses<\/h3>\n<p>Il est logique que les centres de contact pour super-h\u00e9ros soient dot\u00e9s d&rsquo;un personnel exceptionnel poss\u00e9dant des comp\u00e9tences distinctes. Ces agents exceptionnels :<\/p>\n<ul>\n<li>Poss\u00e9der une affinit\u00e9 naturelle pour le service \u00e0 la client\u00e8le<\/li>\n<li>Peut prendre rapidement des d\u00e9cisions logiques et raisonnables<\/li>\n<li>Fournir syst\u00e9matiquement plus que ce qui est demand\u00e9 ou attendu d&rsquo;eux<\/li>\n<li>aspirent \u00e0 plus d&rsquo;autorit\u00e9 pour prendre des d\u00e9cisions et des risques dans l&rsquo;esprit de ce qui est dans le meilleur int\u00e9r\u00eat du client<\/li>\n<li>D\u00e9chiffrer les intonations et les signaux subtils des clients que d&rsquo;autres ont tendance \u00e0 manquer.<\/li>\n<li>Reconna\u00eetre facilement les autres qui ont le potentiel pour devenir des agents de premier plan<\/li>\n<li>Conserver leur humanit\u00e9 en utilisant leur \u00e9nergie \u00e0 bon escient<\/li>\n<\/ul>\n<p>Et, comme vous pouvez l&rsquo;imaginer, il faut un type particulier de dirigeant pour cr\u00e9er et maintenir un centre de contact de super-h\u00e9ros dot\u00e9 d&rsquo;agents de super-h\u00e9ros.<\/p>\n<p>&nbsp;<\/p>\n<p>Ces dirigeants :<\/p>\n<ul>\n<li>Peut communiquer la valeur commerciale et l&rsquo;impact commercial positif et de grande envergure de son centre de contact.<\/li>\n<li>Se battre pour obtenir un financement lorsque c&rsquo;est n\u00e9cessaire<\/li>\n<li>cherchent en permanence \u00e0 faciliter le travail des agents<\/li>\n<li>\u00c9tablissez un contact personnel avec les agents<\/li>\n<li>Vous vous int\u00e9ressez r\u00e9ellement \u00e0 la main-d&rsquo;\u0153uvre des centres de contact et \u00e0 la mani\u00e8re d&rsquo;optimiser ses activit\u00e9s.<\/li>\n<li>Maintenir en vie l&rsquo;\u00e9tincelle ou l&rsquo;\u00e9nergie originelle de chaque agent qui a incit\u00e9 le dirigeant \u00e0 l&#8217;embaucher en premier lieu.<\/li>\n<li>Contenir l&rsquo;environnement du centre de contact tout en permettant aux agents d&rsquo;\u00eatre eux-m\u00eames<\/li>\n<li>Sachez que la fa\u00e7on dont ils font sentir les agents est exponentiellement plus importante que les titres de poste qu&rsquo;ils d\u00e9tiennent<\/li>\n<li>Faites appel \u00e0 des agents de haut niveau pour encadrer les nouveaux agents.<\/li>\n<\/ul>\n<p><strong> <\/strong><\/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":264,"featured_media":40085,"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-11489","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>Votre super-h\u00e9ros du centre de contact | Calabrio<\/title>\n<meta name=\"description\" content=\"Un leader d&#039;un genre particulier peut cr\u00e9er et maintenir un centre de contact de super-h\u00e9ros dot\u00e9 d&#039;agents de super-h\u00e9ros. 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