{"id":12009,"date":"2014-11-14T11:27:43","date_gmt":"2014-11-14T11:27:43","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/les-attentes-des-clients-evoluent-rapidement"},"modified":"2025-09-02T06:09:30","modified_gmt":"2025-09-02T06:09:30","slug":"les-attentes-des-clients-evoluent-rapidement","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/les-attentes-des-clients-evoluent-rapidement\/","title":{"rendered":"Les attentes des clients \u00e9voluent rapidement"},"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_1a1f903952b3724ea068ba782dba154e\"\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\">Les attentes des clients \u00e9voluent rapidement<\/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_1a1f903952b3724ea068ba782dba154e\"] {\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%2Fles-attentes-des-clients-evoluent-rapidement%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%2Fles-attentes-des-clients-evoluent-rapidement%2F&#038;text=Les attentes des clients \u00e9voluent rapidement\"\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%2Fles-attentes-des-clients-evoluent-rapidement%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'>Il y a quelques semaines, j&rsquo;ai particip\u00e9 au \u00ab\u00a0<a title=\"Close - le r\u00e9seau de managers le plus vaste et le plus professionnel\" href=\"https:\/\/www.close.se\/in_english\/\" target=\"_blank\" rel=\"noopener noreferrer\">Close Network for Contact-Center-and-Customer-Services Managers<\/a>\u00a0\u00bb en Su\u00e8de. \u00ab\u00a0Close\u00a0\u00bb est le r\u00e9seau de managers le plus important et le plus professionnel de Su\u00e8de. Il s&rsquo;agit d&rsquo;un forum id\u00e9al pour discuter des d\u00e9fis \u00e0 relever avec des personnes exp\u00e9riment\u00e9es qui exercent la m\u00eame profession. Il est toujours int\u00e9ressant et amusant de rencontrer des homologues et d&rsquo;apprendre de leurs d\u00e9fis et de leurs processus. C&rsquo;\u00e9tait la premi\u00e8re fois que je repr\u00e9sentais Calabrio \/ Teleopti.<\/p>\n<p>L&rsquo;un des th\u00e8mes abord\u00e9s \u00e9tait les attentes des clients : comment elles se d\u00e9veloppent et changent aussi rapidement que la technologie \u00e9volue. Ce que nous avions hier n&rsquo;est plus valable aujourd&rsquo;hui et ne le sera certainement plus demain.<\/p>\n<p>Les clients ont le pouvoir. Ils attendent de bonnes exp\u00e9riences et le meilleur service. Ils veulent une r\u00e9solution rapide, quel que soit le canal. En outre, la tendance actuelle est que les clients connaissent mieux leurs besoins lorsqu&rsquo;ils contactent les services clients. Les entreprises et leur service client\u00e8le doivent faire preuve d&rsquo;une grande capacit\u00e9 d&rsquo;adaptation et r\u00e9pondre \u00e0 ces exigences.<\/p>\n<p>Au cours des discussions, nous avons \u00e9galement constat\u00e9 qu&rsquo;environ 70 % de toutes les organisations utilisent d\u00e9sormais les m\u00e9dias sociaux dans le cadre de leurs services \u00e0 la client\u00e8le. Pour ceux qui ne sont pas \u00e0 bord, ce sont des d\u00e9fis \u00e0 relever. C&rsquo;est simple, mais en m\u00eame temps difficile. Les centres de contact et les organisations de service \u00e0 la client\u00e8le ont besoin de processus solides et d&rsquo;un leadership fort pour offrir des exp\u00e9riences de service \u00e0 la client\u00e8le de qualit\u00e9.<\/p>\n<p>Les services \u00e0 la client\u00e8le doivent offrir des exp\u00e9riences qui d\u00e9passent r\u00e9ellement les attentes des clients. De mon point de vue, la <a href=\"https:\/\/www.teleopti.com\/wfm\/teleopti-wfm-solution\/wfm-for-contact-centers.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">gestion des ressources humaines <\/a>(WFM) est ce qui garantit la pr\u00e9sence de la bonne personne et des bonnes comp\u00e9tences au bon endroit et au bon moment pour satisfaire les clients. Si ces \u00e9l\u00e9ments sont en place, vous disposez d&rsquo;une bonne base pour r\u00e9ussir \u00e0 satisfaire vos clients.<\/p>\n<p>Pour fid\u00e9liser vos clients et vous d\u00e9velopper, un service \u00e0 la client\u00e8le proactif et personnalis\u00e9 s&rsquo;impose. Cela dit, ce n&rsquo;est pas facile. C&rsquo;est un travail difficile que de r\u00e9pondre aux attentes des clients, mais c&rsquo;est aussi tr\u00e8s amusant ! Pour vous inspirer, je vous laisse avec une citation du joueur professionnel de hockey sur glace, Wayne Gretsky : \u00ab\u00a0Je patine vers l&rsquo;endroit o\u00f9 le palet va se trouver, pas vers l&rsquo;endroit o\u00f9 il a \u00e9t\u00e9.<\/p>\n<p>Bonne chance !<\/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":234,"featured_media":6156,"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-12009","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>Les attentes des clients \u00e9voluent rapidement | Calabrio<\/title>\n<meta name=\"description\" content=\"Les services \u00e0 la client\u00e8le doivent offrir des exp\u00e9riences qui d\u00e9passent r\u00e9ellement les attentes des clients. 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