{"id":11555,"date":"2017-06-13T11:16:23","date_gmt":"2017-06-13T11:16:23","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/le-libre-service-la-nature-changeante-du-centre-de-contact"},"modified":"2026-01-19T12:35:00","modified_gmt":"2026-01-19T12:35:00","slug":"le-libre-service-la-nature-changeante-du-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/le-libre-service-la-nature-changeante-du-centre-de-contact\/","title":{"rendered":"Le libre-service : La nature changeante 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_567e94af6d06c325d67ff711edef8531\"\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 : La nature changeante 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_567e94af6d06c325d67ff711edef8531\"] {\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-la-nature-changeante-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%2Fle-libre-service-la-nature-changeante-du-centre-de-contact%2F&#038;text=Le libre-service : La nature changeante 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%2Fle-libre-service-la-nature-changeante-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>Les centres de contact sont en pleine mutation depuis un certain temps. L&rsquo;\u00e9poque o\u00f9 l&rsquo;on r\u00e9pondait \u00e0 des appels simples et rapides est r\u00e9volue. Le <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/customer-experience\/why-self-service-future-customer-engagement\/\">libre-service a permis au client de prendre en charge son exp\u00e9rience<\/a>, laissant aux centres d&rsquo;appels le soin de traiter uniquement les appels les plus complexes et les plus difficiles.<\/p>\n<p>&nbsp;<\/p>\n<p>Nos sites web constituent une base dynamique pour le libre-service. Les clients visitent le site, explorent les options qui s&rsquo;offrent \u00e0 eux, assimilent notre contenu et, dans de nombreux cas, peuvent se servir eux-m\u00eames, le tout avec une interaction humaine et des d\u00e9penses minimes, voire nulles, de notre part. Nous les avons lib\u00e9r\u00e9s et nos marges en b\u00e9n\u00e9ficient.<\/p>\n<p>&nbsp;<\/p>\n<p>En raison de la libert\u00e9 dont jouissent aujourd&rsquo;hui les clients, il est de notre devoir de veiller \u00e0 ce qu&rsquo;ils b\u00e9n\u00e9ficient du m\u00eame niveau de service et de la m\u00eame rapidit\u00e9 qu&rsquo;ils sont en droit d&rsquo;attendre.<\/p>\n<p>&nbsp;<\/p>\n<p>Nous avons donn\u00e9 \u00e0 nos clients la possibilit\u00e9 d&rsquo;utiliser le libre-service, mais il y a des cas de figure que m\u00eame les syst\u00e8mes automatis\u00e9s les plus intelligents ne peuvent pas g\u00e9rer. Dans ce cas, seul un agent du centre de contact form\u00e9 peut vous aider. Nos clients nous ont contact\u00e9s et c&rsquo;est \u00e0 nous de leur fournir un service et de les fid\u00e9liser.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Attentes \u00e0 l&rsquo;\u00e9gard des agents de contact : La qualit\u00e9 avant la quantit\u00e9<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Les agents des centres de contact avaient l&rsquo;habitude de r\u00e9pondre \u00e0 n&rsquo;importe quel nombre d&rsquo;appels, mais aujourd&rsquo;hui, en raison de la quantit\u00e9 d&rsquo;informations disponibles au bout des doigts du client, les agents ne r\u00e9pondent plus qu&rsquo;aux appels les plus complexes. Ces appels sont trop difficiles ou trop exigeants pour \u00eatre trait\u00e9s par des canaux automatis\u00e9s en libre-service et n\u00e9cessitent la touche suppl\u00e9mentaire que seul un professionnel qualifi\u00e9 peut apporter.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est l\u00e0 que la formation de vos agents entre en jeu.<\/p>\n<p>&nbsp;<\/p>\n<p>Depuis le libre-service, la fid\u00e9lit\u00e9 des clients ne se d\u00e9finit plus par l&rsquo;obtention d&rsquo;une r\u00e9ponse rapide \u00e0 une question simple. Le libre-service y a veill\u00e9. Aujourd&rsquo;hui, votre entreprise est jug\u00e9e sur la capacit\u00e9 de vos agents \u00e0 aider les clients \u00e0 naviguer dans ces situations complexes et \u00e0 obtenir ces r\u00e9ponses difficiles. Vos agents sont d\u00e9sormais le visage de votre entreprise et les clients veulent une solution, pas seulement des informations. Ils veulent un partenaire qui les aide \u00e0 naviguer dans une situation qu&rsquo;ils ne pourraient pas g\u00e9rer seuls ou par le biais d&rsquo;options en libre-service.<\/p>\n<p>&nbsp;<\/p>\n<p>Les agents de votre centre de contact sont-ils pr\u00eats \u00e0 le faire ?<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Renforcer l&rsquo;autonomie de votre \u00e9quipe<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>En tant que clients, nous nous attendons \u00e0 ce que toute personne avec laquelle nous entrons en contact au sein d&rsquo;une entreprise comprenne le produit ou le service de fond en comble et fournisse des r\u00e9ponses <strong>&#8211;<\/strong> tout comme nous l&rsquo;obtiendrions par le biais de l&rsquo;automatisation du libre-service. En dotant <a href=\"https:\/\/www.calabrio.com\/blog\/top-5-tips-motivate-contact-center-agents\/\">vos agents de ressources de formation suppl\u00e9mentaires<\/a> et en \u00e9tablissant un r\u00e9seau d&rsquo;experts en la mati\u00e8re, vous vous assurez que votre \u00e9quipe est pr\u00eate \u00e0 fournir ces r\u00e9ponses ou \u00e0 transf\u00e9rer les clients vers quelqu&rsquo;un qui peut les aider rapidement et facilement.<\/p>\n<p>&nbsp;<\/p>\n<p>Le libre-service n&rsquo;est pas pr\u00e8s de dispara\u00eetre. Les clients \u00e9tant de plus en plus avertis sur le plan technologique et les informations circulant librement entre l&rsquo;entreprise et le consommateur, la n\u00e9cessit\u00e9 de disposer d&rsquo;agents talentueux et form\u00e9s, capables de r\u00e9pondre rapidement aux besoins les plus difficiles, ne fera que s&rsquo;accro\u00eetre.<\/p>\n<p>&nbsp;<\/p>\n<p>Vous en voulez plus ? Jetez un coup d&rsquo;\u0153il \u00e0 notre livre blanc, <a href=\"https:\/\/www.calabrio.com\/download-simplexity-break-customer-service-chaos\/\">Simplexity, sortez le service client du chaos et allez de l&rsquo;avant<\/a>. Nous y expliquons comment naviguer avec succ\u00e8s dans l&rsquo;environnement de plus en plus complexe des centres de contact.<\/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":234,"featured_media":40006,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11555","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 : La nature changeante du centre de contact<\/title>\n<meta name=\"description\" content=\"Le libre-service a permis au client de prendre en charge 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