{"id":18385,"date":"2023-10-27T10:26:26","date_gmt":"2023-10-27T10:26:26","guid":{"rendered":"https:\/\/www.calabrio.com\/definitive-guide\/activer-lagent-du-futur-dans-un-centre-de-contact-alimente-par-lia\/"},"modified":"2025-01-23T19:09:15","modified_gmt":"2025-01-23T19:09:15","slug":"activer-lagent-du-futur-dans-un-centre-de-contact-alimente-par-lia","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/wfo\/performance-coaching\/activer-lagent-du-futur-dans-un-centre-de-contact-alimente-par-lia\/","title":{"rendered":"Activer l&rsquo;agent du futur dans un centre de contact aliment\u00e9 par l&rsquo;IA"},"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_bbd12bc5644de4a451b92c5377d3dd79\"\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\">Analytics <\/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\">Activer l&rsquo;agent du futur dans un centre de contact aliment\u00e9 par l&rsquo;IA<\/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)]\" 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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%2Fwfo%2Fperformance-coaching%2Factiver-lagent-du-futur-dans-un-centre-de-contact-alimente-par-lia%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%2Fwfo%2Fperformance-coaching%2Factiver-lagent-du-futur-dans-un-centre-de-contact-alimente-par-lia%2F&#038;text=Activer l&rsquo;agent du futur dans un centre de contact aliment\u00e9 par l&rsquo;IA\"\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 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style=\"color: #080F21\"><div class='wpb-content-wrapper'>Le monde \u00e9volue rapidement et le centre de contact ne fait pas exception \u00e0 la r\u00e8gle. En 2023, nous nous trouvons \u00e0 la crois\u00e9e de deux forces puissantes : l&rsquo;essor de l&rsquo;intelligence artificielle (IA) et le maintien des environnements de travail hybrides et \u00e0 distance. Le rapport annuel de Calabrio, <a href=\"https:\/\/info.calabrio.com\/2023-state-of-the-contact-center-report\/\">State of the Contact Center 2023 : Activating the Agent of the Future<\/a>, se penche sur ce terrain \u00e9mergent et met en lumi\u00e8re le r\u00f4le essentiel que joue l&rsquo;IA dans l&rsquo;\u00e9laboration des tendances des centres de contact de demain.<\/p>\n<p>Il est int\u00e9ressant de noter que le rapport ne pr\u00e9dit pas un avenir pour les centres de contact o\u00f9 l&rsquo;IA remplacera les agents. Il pr\u00e9dit un avenir o\u00f9 l&rsquo;IA deviendra l&rsquo;acolyte de confiance du gardien de votre marque. Les r\u00e9sultats de l&rsquo;enqu\u00eate men\u00e9e aupr\u00e8s de 400 responsables de centres de contact dans 10 pays, couvrant quatre tranches d&rsquo;\u00e2ge et six secteurs d&rsquo;activit\u00e9, sont clairs : l&rsquo;IA va transformer l&rsquo;exp\u00e9rience des centres de contact, mais elle ne poussera pas les agents sur le bas-c\u00f4t\u00e9 de la route.<\/p>\n<h2>L&rsquo;IA : l&rsquo;alli\u00e9e de l&rsquo;agent, pas sa rempla\u00e7ante<\/h2>\n<p>Plus de deux tiers des responsables de centres de contact pr\u00e9voient une augmentation du nombre d&rsquo;agents au cours de la prochaine d\u00e9cennie. Leur vision de l&rsquo;IA dans les centres de contact consiste \u00e0 faciliter le travail des agents et \u00e0 les rendre plus productifs. Il ne s&rsquo;agit pas de remplacer les agents humains. Il s&rsquo;agit d&rsquo;augmenter leurs capacit\u00e9s. Cependant, lorsque la technologie \u00e9liminera une grande partie des t\u00e2ches banales, les agents devront s&rsquo;adapter pour r\u00e9pondre aux demandes complexes des clients et devenir de v\u00e9ritables gardiens de la marque.<\/p>\n<h2>L&rsquo;impact de l&rsquo;IA sur la productivit\u00e9 des agents<\/h2>\n<p>Le rapport pr\u00e9sente les diff\u00e9rentes fa\u00e7ons dont l&rsquo;IA peut optimiser les processus d&rsquo;entreprise et maximiser les performances des agents. Selon les responsables, les domaines les plus importants sont les suivants :<\/p>\n<p>&#8211; Augmentation de la productivit\u00e9 des agents et des responsables (25 %) : L&rsquo;IA permet aux agents de travailler plus intelligemment, et non plus durement, en automatisant les t\u00e2ches routini\u00e8res et en fournissant des informations en temps r\u00e9el.<br \/>&#8211; Optimisation des pr\u00e9visions et de la planification (20 %) : Les capacit\u00e9s pr\u00e9dictives de l&rsquo;IA garantissent que les bons agents se trouvent au bon endroit au bon moment, ce qui am\u00e9liore l&rsquo;efficacit\u00e9.<br \/>&#8211; Mesurer et comprendre la productivit\u00e9 des centres de contact (20 %) : Les analyses pilot\u00e9es par l&rsquo;IA fournissent des informations pr\u00e9cieuses sur les performances des agents, aidant les organisations \u00e0 affiner leurs strat\u00e9gies.<br \/>&#8211; Services de chatbot pilot\u00e9s par l&rsquo;IA aux clients (20 %) : Les chatbots aliment\u00e9s par l&rsquo;IA peuvent traiter les demandes de renseignements de routine, lib\u00e9rant ainsi les agents pour des interactions plus complexes.<\/p>\n<p>L&rsquo;accent mis sur la fa\u00e7on dont l&rsquo;IA peut am\u00e9liorer la productivit\u00e9 est essentiel, car les organisations charg\u00e9es de l <a href=\"https:\/\/www.calabrio.com\/fr\/experience-client\/\">&lsquo;exp\u00e9rience client (CX)<\/a> cherchent des moyens de stimuler la productivit\u00e9 apr\u00e8s la pand\u00e9mie. Seuls 49 % des cadres estiment que les travailleurs \u00e0 distance r\u00e9pondent aux attentes en mati\u00e8re de productivit\u00e9 aujourd&rsquo;hui, soit 24 % de moins qu&rsquo;en 2020.<\/p>\n<h2>La pens\u00e9e critique : la comp\u00e9tence la plus n\u00e9cessaire et la plus d\u00e9ficiente<\/h2>\n<p>Bien que l&rsquo;IA rec\u00e8le un immense potentiel, les responsables des centres de contact reconnaissent le besoin crucial d&rsquo;interactions humaines. L&rsquo;esprit critique (23 %) et la capacit\u00e9 d&rsquo;adaptation (22 %) sont consid\u00e9r\u00e9s comme les comp\u00e9tences les plus appr\u00e9ci\u00e9es des agents \u00e0 l&rsquo;avenir. Il est frappant de constater qu&rsquo;il s&rsquo;agit \u00e9galement des comp\u00e9tences que les managers consid\u00e8rent comme les plus insuffisantes chez leurs agents.<\/p>\n<p>Dans un monde o\u00f9 l&rsquo;IA s&rsquo;occupe des t\u00e2ches routini\u00e8res, l&rsquo;esprit critique devient le superpouvoir de l&rsquo;agent, lui permettant de naviguer avec finesse dans les demandes complexes des clients.<\/p>\n<h2>Investir dans le d\u00e9veloppement des agents<\/h2>\n<p>Le rapport souligne l&rsquo;importance de la formation et du d\u00e9veloppement des comp\u00e9tences pour attirer et retenir les agents talentueux. Le succ\u00e8s actuel (35 %) et futur (30 %) d\u00e9pend du d\u00e9veloppement des comp\u00e9tences des agents.<\/p>\n<p>Si 45 % des responsables de centres de contact estiment que leurs agents poss\u00e8dent actuellement toutes les comp\u00e9tences requises, il y a encore des progr\u00e8s \u00e0 faire. Les initiatives de formation globale sont le pont entre les agents d&rsquo;aujourd&rsquo;hui et les agents de demain.<\/p>\n<h2>Un regard vers l&rsquo;avenir : Les agents du futur<\/h2>\n<p>Dans ce paysage en constante \u00e9volution, les organisations doivent donner la priorit\u00e9 \u00e0 l&rsquo;exploitation du potentiel de l&rsquo;IA pour activer les agents plut\u00f4t que de les remplacer. L&rsquo;IA n&rsquo;est pas un substitut \u00e0 l&rsquo;interaction humaine, c&rsquo;est un catalyseur pour l&rsquo;am\u00e9liorer.<\/p>\n<p>Comme le d\u00e9voile le rapport, le centre de contact de 2023 est un lieu o\u00f9 l&rsquo;IA et les agents humains coexistent, chacun apportant ses forces uniques pour offrir des exp\u00e9riences client exceptionnelles. C&rsquo;est un monde o\u00f9 l&rsquo;esprit critique, l&rsquo;adaptabilit\u00e9 et l&rsquo;apprentissage continu restent les pierres angulaires de la r\u00e9ussite de l&rsquo;agent. Il s&rsquo;agit d&rsquo;un avenir o\u00f9 les centres de contact \u00e9voluent, prosp\u00e8rent et continuent de d\u00e9passer les attentes des clients.<\/p>\n<p><a href=\"https:\/\/info.calabrio.com\/2023-state-of-the-contact-center-report\/\">Lisez le rapport complet ici.<\/a><\/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":4638,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[1],"tags":[],"blog-languages":[],"class_list":["post-18385","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics"],"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>Activer 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