{"id":11528,"date":"2017-02-16T10:05:58","date_gmt":"2017-02-16T10:05:58","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/3-tendances-de-lengagement-client-a-suivre-en-2017"},"modified":"2025-05-07T08:33:45","modified_gmt":"2025-05-07T08:33:45","slug":"3-tendances-de-lengagement-client-a-suivre-en-2017","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/3-tendances-de-lengagement-client-a-suivre-en-2017\/","title":{"rendered":"3 tendances de l&rsquo;engagement client \u00e0 suivre en 2017"},"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_67831d1518234ff6ba95aa0f3dafe702\"\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\">3 tendances de l&rsquo;engagement client \u00e0 suivre en 2017<\/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_67831d1518234ff6ba95aa0f3dafe702\"] {\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%2F3-tendances-de-lengagement-client-a-suivre-en-2017%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%2F3-tendances-de-lengagement-client-a-suivre-en-2017%2F&#038;text=3 tendances de l&rsquo;engagement client \u00e0 suivre en 2017\"\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%2F3-tendances-de-lengagement-client-a-suivre-en-2017%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>L&rsquo;ann\u00e9e 2016 \u00e9tant derri\u00e8re nous, nous nous demandons ce que nous pouvons tirer de la multitude de pr\u00e9dictions, proph\u00e9ties et pronostics pour 2017. Voici trois tendances cl\u00e9s \u00e0 surveiller :<\/p>\n<p>&nbsp;<\/p>\n<h3>1. Les CMO d\u00e9penseront plus pour la technologie que les CIO<\/h3>\n<p>Selon l&rsquo;enqu\u00eate annuelle de Gartner sur les d\u00e9penses des CMO, l&rsquo;exp\u00e9rience client devenant la cl\u00e9 de l&rsquo;obtention d&rsquo;un avantage concurrentiel, les CMO d\u00e9penseront davantage en technologie pour soutenir leurs objectifs en mati\u00e8re de CX. <a href=\"https:\/\/blogs.gartner.com\/jake-sorofman\/yes-cmos-will-likely-spend-more-on-technology-than-cios-by-2017\/\" target=\"_blank\" rel=\"noopener noreferrer\">Jake Sorofman, analyste chez Gartner, d\u00e9clare que<\/a> \u00ab\u00a0le marketing finance souvent ces initiatives CX interfonctionnelles, d\u00e9finit la strat\u00e9gie et con\u00e7oit lui-m\u00eame l&rsquo;exp\u00e9rience souhait\u00e9e &#8211; et, dans de nombreuses organisations, poss\u00e8de et contr\u00f4le une pr\u00e9pond\u00e9rance croissante des points de contact avec le client\u00a0\u00bb. En 2017, nous verrons les principales organisations de marketing se d\u00e9velopper pour int\u00e9grer les points de contact du centre de contact avec la technologie d&rsquo;analyse de la voix du client.<\/p>\n<p><span class=\"bctt-click-to-tweet\"><span class=\"bctt-ctt-text\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23Marketing%20organizations%20will%20expand%20to%20incorporate%20%23cctr%20touchpoints%20with%20%23VoC%20%23analytics&amp;via=Calabrio&amp;related=Calabrio\">#Les organisations de marketing vont se d\u00e9velopper pour int\u00e9grer les points de contact #cctr avec l&rsquo;#analyse #VoC <\/a><\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23Marketing%20organizations%20will%20expand%20to%20incorporate%20%23cctr%20touchpoints%20with%20%23VoC%20%23analytics&amp;via=Calabrio&amp;related=Calabrio\" target=\"_blank\" rel=\"noopener\">Partager sur X<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>2. Le centrage sur le client met en lumi\u00e8re le centre de contact<\/h3>\n<p>Les centres de contact sont confront\u00e9s \u00e0 des attentes plus \u00e9lev\u00e9es que jamais, tant en interne que de la part des clients. En d\u00e9but d&rsquo;ann\u00e9e, <a href=\"https:\/\/www.callcenter-iq.com\/customer-experience\/white-papers\/2016-executive-report-on-customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">Call Center IQ a rapport\u00e9 que<\/a> les entreprises s&rsquo;alignent sur l&rsquo;id\u00e9e de \u00ab\u00a0centrage sur le client\u00a0\u00bb, faisant de l&rsquo;exp\u00e9rience client la \u00ab\u00a0force motrice de toutes les parties prenantes cl\u00e9s de l&rsquo;entreprise\u00a0\u00bb. Cette \u00e9volution <a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">place le centre de contact sous les feux de la rampe<\/a>, les entreprises cherchant \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience de leurs clients afin de les fid\u00e9liser, de stimuler les ventes et d&rsquo;apporter une valeur ajout\u00e9e mesurable \u00e0 l&rsquo;entreprise. Pour atteindre ces objectifs, il faut r\u00e9pondre aux exigences du consommateur moderne : des interactions omnicanales et un service personnalis\u00e9 et intuitif, d\u00e8s maintenant.<\/p>\n<h3>3. Les centres de contact voient la r\u00e9ponse dans l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e<\/h3>\n<p>Depuis plusieurs ann\u00e9es, l&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/linformatique-dematerialisee-au-service-du-centre-de-contact\/\">adoption des technologies bas\u00e9es sur le cloud s&rsquo;acc\u00e9l\u00e8re<\/a> dans le monde des centres de contact. Mais Call Center IQ indique que d&rsquo;ici 2017, un centre de contact sur quatre s&rsquo;appuiera principalement sur des technologies bas\u00e9es sur le cloud, et 22 % d&rsquo;entre eux affirment qu&rsquo;ils transf\u00e9reront l&rsquo;ensemble de leurs op\u00e9rations vers le cloud d&rsquo;ici la fin de l&rsquo;ann\u00e9e.<\/p>\n<p>Qu&rsquo;est-ce qui motive le passage \u00e0 l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e ? Comme l&rsquo;explique Call Center IQ, \u00ab\u00a0les principales solutions en nuage permettent d&rsquo;am\u00e9liorer directement l&rsquo;exp\u00e9rience des clients\u00a0\u00bb. Les centres de contact innovants tirent parti de l&rsquo;int\u00e9gration transparente offerte par les technologies en nuage pour dialoguer avec les clients sur n&rsquo;importe quel canal, sans interruption de la connectivit\u00e9, de la connaissance des agents ou de la qualit\u00e9 du service.<\/p>\n<p>&nbsp;<\/p>\n<p>De plus, en \u00e9liminant ces lacunes, ils ne se contentent pas d&rsquo;acc\u00e9l\u00e9rer le service &#8211; ils am\u00e9liorent l&rsquo;efficacit\u00e9 op\u00e9rationnelle en donnant aux agents les moyens de fournir le bon service, d\u00e8s la premi\u00e8re fois. Les \u00e9conomies qui en r\u00e9sultent, en plus des avantages bien connus de l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e tels que le d\u00e9ploiement en un clin d&rsquo;\u0153il, la gestion externalis\u00e9e et l&rsquo;\u00e9volutivit\u00e9 exceptionnelle, aident le centre de contact \u00e0 relever le d\u00e9fi de l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience client dans un contexte de stagnation des budgets.<\/p>\n<p>&nbsp;<\/p>\n<p><span class=\"bctt-click-to-tweet\"><span class=\"bctt-ctt-text\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23cloud%20%23cctr%20solutions%20empower%20stronger%20%23CX%20&amp;via=Calabrio&amp;related=Calabrio\">#cloud #cctr solutions empower stronger #CX <\/a><\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23cloud%20%23cctr%20solutions%20empower%20stronger%20%23CX%20&amp;via=Calabrio&amp;related=Calabrio\" target=\"_blank\" rel=\"noopener\">Partager sur X<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Pr\u00eat pour 2017 et au-del\u00e0 ? Commencez ici.<\/h2>\n<p><a href=\"https:\/\/www.calabrio.com\/definitive-guide-to-the-modern-contact-center\/\">T\u00e9l\u00e9chargez le Guide d\u00e9finitif du centre de contact moderne <\/a>pour d\u00e9couvrir comment les centres de contact tirent parti de l&rsquo;efficacit\u00e9 et des int\u00e9grations transparentes de l&rsquo;optimisation des effectifs (WFO) bas\u00e9e sur le cloud pour accro\u00eetre l&rsquo;efficacit\u00e9, s&rsquo;aligner sur les objectifs cl\u00e9s de l&rsquo;entreprise et offrir des exp\u00e9riences client de qualit\u00e9 sup\u00e9rieure.<\/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":203,"featured_media":5739,"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-11528","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 tendances de l&#039;engagement client \u00e0 suivre en 2017 | Calabrio<\/title>\n<meta name=\"description\" content=\"Calabrio d\u00e9taille trois tendances cl\u00e9s \u00e0 surveiller et \u00e0 essayer dans votre centre de contact pour am\u00e9liorer l&#039;engagement de vos clients en 2017.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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