{"id":12029,"date":"2015-04-17T08:44:39","date_gmt":"2015-04-17T08:44:39","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/wfm-dans-un-monde-omni-canal"},"modified":"2025-09-02T06:00:45","modified_gmt":"2025-09-02T06:00:45","slug":"wfm-dans-un-monde-omni-canal","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/wfm-dans-un-monde-omni-canal\/","title":{"rendered":"WFM dans un monde omni-canal"},"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_347facaedd947544d96f3712e8ce0aba\"\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\">WFM dans un monde omni-canal<\/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_347facaedd947544d96f3712e8ce0aba\"] {\n\t\t@media only screen and (max-width: 743px) 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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%2Fwfm-dans-un-monde-omni-canal%2F&#038;text=WFM dans un monde omni-canal\"\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%2Fwfm-dans-un-monde-omni-canal%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'><em>Pendant le court trajet de 30 minutes en train jusqu&rsquo;\u00e0 l&rsquo;a\u00e9roport ce matin, j&rsquo;ai utilis\u00e9 mon t\u00e9l\u00e9phone, mon courrier \u00e9lectronique, mes SMS, Facebook, le chat et le face-\u00e0-face pour interagir. Trente minutes ; six cha\u00eenes diff\u00e9rentes ! Un <a title=\"L'ascension des Millennials\" href=\"https:\/\/www.teleopti.com\/blog\/2014\/12\/11\/rise-millennials\/\" target=\"_blank\" rel=\"noopener noreferrer\">mill\u00e9naire<\/a> f\u00e9ru de technologie en aurait probablement utilis\u00e9 encore plus. Matt Sims a \u00e9crit sur son <a href=\"https:\/\/teleperformanceuk.wordpress.com\/2014\/07\/30\/multichannel-customer-service-isnt-innovation-its-simply-what-customers-expect-today\/\" target=\"_blank\" rel=\"noopener noreferrer\">blog Teleperformance<\/a>: \u00ab\u00a0Le service client multicanal n&rsquo;est pas une innovation, c&rsquo;est simplement ce que les clients attendent aujourd&rsquo;hui.<\/em><\/p>\n<p>Le secteur du service \u00e0 la client\u00e8le est pass\u00e9 d&rsquo;une interaction monocanal \u00e0 une interaction multicanal, puis \u00e0 une interaction omnicanale. Contrairement au multicanal, l&rsquo;omnicanal vise \u00e0 fournir une exp\u00e9rience coh\u00e9rente tout au long du parcours du client gr\u00e2ce \u00e0 une v\u00e9ritable int\u00e9gration multicanal.<\/p>\n<p>Examinez votre propre entreprise pour voir comment vous interagissez avec vos clients ; tr\u00e8s probablement par l&rsquo;interm\u00e9diaire de votre centre de contact, de votre point de vente, du web et peut-\u00eatre m\u00eame de certains canaux de m\u00e9dias sociaux.<\/p>\n<p>Le pictogramme pr\u00e9sente trois exemples de parcours de clients \u00e0 travers les diff\u00e9rentes phases de l&rsquo;achat.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignright wp-image-398 size-full\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2015\/04\/omnichannel_w300.png\" alt=\"omni-canal\" width=\"300\" height=\"284\">Les clients :<\/p>\n<p>1. <strong>Faites des recherches<\/strong> pour trouver le bon produit ;<br \/>2. <strong>Achetez le<\/strong> produit ;<br \/>3. L&rsquo;<strong>utiliser<\/strong> et avoir besoin d&rsquo;aide ;<br \/>4. Vous pouvez finir par l&rsquo;<strong>aimer<\/strong> et le recommander (ou le contraire si le produit ou le service n&rsquo;est pas \u00e0 la hauteur de vos attentes).<\/p>\n<p>Selon une \u00e9tude r\u00e9alis\u00e9e par <a href=\"https:\/\/www.egain.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">eGain<\/a>, un changement rapide dans la pr\u00e9f\u00e9rence des canaux s&rsquo;est produit depuis 2012, les clients pr\u00e9f\u00e9rant le chat \u00e0 la voix lorsqu&rsquo;ils posent des questions simples et g\u00e9n\u00e9rales. En outre, une \u00e9tude men\u00e9e par <a href=\"https:\/\/www.boldchat.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">BoldChat<\/a> r\u00e9v\u00e8le que dans cinq sc\u00e9narios d&rsquo;achat en ligne sur huit, les clients pr\u00e9f\u00e8rent le chat \u00e0 la voix. Le chat est devenu tr\u00e8s populaire ces derni\u00e8res ann\u00e9es, permettant aux clients d&rsquo;effectuer plusieurs t\u00e2ches \u00e0 la fois ; par exemple, demander de l&rsquo;aide tout en effectuant d&rsquo;autres t\u00e2ches au travail.<\/p>\n<p>Aujourd&rsquo;hui, l&rsquo;interaction avec le client peut se faire de diff\u00e9rentes mani\u00e8res. L&rsquo;une des principales frustrations des clients multicanaux est la fragmentation de leur parcours. Quatre-vingt-quatre pour cent des clients veulent <a href=\"https:\/\/www.teleopti.com\/webinar\/24675\/33037\/better_customer_journey_by_design.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">un service et des offres coh\u00e9rents<\/a> sur tous les canaux : ils recherchent une exp\u00e9rience omnicanale. Il devient vital de proposer des offres, des informations et des services coh\u00e9rents aux diff\u00e9rents points de contact avec les clients, ce qui n\u00e9cessite souvent de mettre fin \u00e0 d&rsquo;anciennes structures et \u00e0 d&rsquo;anciens syst\u00e8mes.<\/p>\n<p>En tant que responsable mondial du d\u00e9veloppement commercial de Teleopti, j&rsquo;ai \u00e9t\u00e9 t\u00e9moin d&rsquo;exemples remarquables de la mani\u00e8re dont diff\u00e9rents centres de contact dans le monde g\u00e8rent le service \u00e0 la client\u00e8le \u00e0 travers tous les points de contact, par l&rsquo;interm\u00e9diaire de smartphones et d&rsquo;autres appareils &#8211; o\u00f9 que ce soit, \u00e0 tout moment.<\/p>\n<p>Mais l&rsquo;exigence des consommateurs pour une exp\u00e9rience omnicanale est un d\u00e9fi pour la gestion du personnel. Avoir les <strong>bonnes<\/strong> personnes, avec les <strong>bonnes<\/strong> comp\u00e9tences, disponibles au <strong>bon<\/strong> moment, cela semble facile. Cependant, les centres de contact doivent aujourd&rsquo;hui s&rsquo;assurer que ce sont les \u00a0\u00bb <strong>bonnes<\/strong>\u00a0\u00bb personnes qui g\u00e8rent les canaux de m\u00e9dias sociaux : une erreur \u00e0 ce niveau pourrait avoir un impact n\u00e9gatif et significatif sur les volumes des autres canaux. Les \u00ab\u00a0<strong>bonnes<\/strong>\u00a0\u00bb comp\u00e9tences sont \u00e9galement requises pour des canaux sp\u00e9cifiques, tout en comblant constamment les lacunes en mati\u00e8re de comp\u00e9tences afin de permettre une r\u00e9solution au premier contact tout au long du parcours du client. Cela doit se faire 24 heures sur 24, 7 jours sur 7, et dans un environnement de m\u00e9dias sociaux o\u00f9 les consommateurs sont toujours connect\u00e9s &#8211; une situation qui est plus volatile et difficile \u00e0 pr\u00e9voir que jamais.<\/p>\n<p>Il est stimulant de voir comment les entreprises les plus performantes utilisent avec succ\u00e8s des outils et des m\u00e9thodologies \u00e9prouv\u00e9s dans leurs centres de contact, qui optimisent d\u00e9sormais le parcours du service personnalis\u00e9 dans l&rsquo;ensemble de leur entreprise. La fonction de gestion des effectifs est, et continuera d&rsquo;\u00eatre, cruciale pour les centres de contact, car elle garantit que la ressource la plus pr\u00e9cieuse &#8211; le personnel &#8211; est utilis\u00e9e de mani\u00e8re optimale.<\/p>\n<p>N&rsquo;h\u00e9sitez pas \u00e0 utiliser ce blog (ou le canal de votre choix !) pour commenter et partager votre exp\u00e9rience et vos bonnes pratiques sur la mani\u00e8re d&rsquo;optimiser le parcours du client.<\/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":34534,"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-12029","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>WFM dans un monde omni-canal | Calabrio<\/title>\n<meta name=\"description\" content=\"Les clients d&#039;aujourd&#039;hui veulent une exp\u00e9rience coh\u00e9rente \u00e0 travers les diff\u00e9rents points de contact avec la client\u00e8le, c&#039;est-\u00e0-dire omni-channel. 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