{"id":23892,"date":"2020-11-25T08:32:31","date_gmt":"2020-11-25T08:32:31","guid":{"rendered":"https:\/\/www.calabrio.com\/blog-invite-les-talents-des-centres-de-contact-en-ces-temps-de-changement-partie-1-preparer-le-terrain-2\/"},"modified":"2026-01-22T06:46:43","modified_gmt":"2026-01-22T06:46:43","slug":"blog-invite-les-talents-des-centres-de-contact-en-ces-temps-de-changement-partie-1-preparer-le-terrain","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog-invite-les-talents-des-centres-de-contact-en-ces-temps-de-changement-partie-1-preparer-le-terrain\/","title":{"rendered":"Blog invit\u00e9 : Les talents des centres de contact en ces temps de changement, Partie 1 &#8211; Pr\u00e9parer le terrain"},"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_6cb30ef0278d45a86c283a5d9ba28701\"\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\">Non class\u00e9 <\/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\">Blog invit\u00e9 : Les talents des centres de contact en ces temps de changement, Partie 1 &#8211; Pr\u00e9parer le terrain<\/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_6cb30ef0278d45a86c283a5d9ba28701\"] {\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\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-invite-les-talents-des-centres-de-contact-en-ces-temps-de-changement-partie-1-preparer-le-terrain%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-invite-les-talents-des-centres-de-contact-en-ces-temps-de-changement-partie-1-preparer-le-terrain%2F&#038;text=Blog invit\u00e9 : Les talents des centres de contact en ces temps de changement, Partie 1 &#8211; Pr\u00e9parer le terrain\"\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-invite-les-talents-des-centres-de-contact-en-ces-temps-de-changement-partie-1-preparer-le-terrain%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\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">R\u00e9servez une d\u00e9monstration<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>C\u2019est parti<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.calabrio.com\/book-a-demo\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"R\u00e9servez une d\u00e9monstration\"\n\t\t\t\t>\n\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\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><em>Cet article est r\u00e9dig\u00e9 par <a href=\"https:\/\/www.linkedin.com\/in\/skaish\/\" target=\"_blank\" rel=\"noopener noreferrer\">Steven Kaish<\/a>, SVP, Product Marketing &amp; Technical Partners chez <a href=\"https:\/\/www.glia.com\" target=\"_blank\" rel=\"noopener noreferrer\">Glia<\/a>.<\/em><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/media-exp1.licdn.com\/dms\/image\/C4E03AQEZTZzzpzH5KA\/profile-displayphoto-shrink_200_200\/0\/1562067486131?e=1611792000&amp;v=beta&amp;t=b3AqafMWhb4ttZgUtvBxGSkhq8mB3YEpgSRN38ee8gI\" alt=\"image-client\" width=\"200\" height=\"200\">Le l\u00e9gendaire Bob Dylan a sorti son grand classique <a href=\"https:\/\/www.youtube.com\/watch?v=90WD_ats6eE\" target=\"_blank\" rel=\"noopener noreferrer\">The Times They Are A-Changin&rsquo;<\/a> en 1964. Plus d&rsquo;un demi-si\u00e8cle plus tard, ses paroles ne pourraient \u00eatre plus pertinentes. En fait, le rythme du changement ne fait que s&rsquo;acc\u00e9l\u00e9rer et touche presque tous les aspects de notre vie, qu&rsquo;il s&rsquo;agisse de nos op\u00e9rations bancaires, de nos achats, de nos relations sociales ou de la mani\u00e8re dont nous r\u00e9agissons \u00e0 une pand\u00e9mie. Ces changements dans le comportement et les attentes des consommateurs, combin\u00e9s aux nouvelles technologies, commencent \u00e0 transformer compl\u00e8tement le centre de contact.<\/p>\n<p>La complaisance n&rsquo;est pas une option car les agents, les superviseurs et les responsables de centres de contact sont contraints de devenir plus strat\u00e9giques, en assumant de nouvelles responsabilit\u00e9s de plus en plus critiques pour offrir une exp\u00e9rience client attrayante. Nous sommes entr\u00e9s dans une \u00e8re o\u00f9 il ne suffit pas de se tenir au courant des derni\u00e8res avanc\u00e9es technologiques des centres de contact. Les centres de contact doivent s&rsquo;adapter et \u00e9voluer en permanence pour r\u00e9pondre aux attentes des clients.  <\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row\"\n\tdata-theme-block-id=\"block_025b82e5d47757d5e66a02c2b98c4067\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div style=\"background-color: #080F21\" class=\"flex lg:hidden justify-center items-center w-full\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full aspect-[131\/119] md:aspect-[744\/403] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t<\/div>\n\n\t<div style=\"background-color: #080F21\" class=\"hidden lg:flex justify-center items-center w-1\/2\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full h-full lg:aspect-[360\/211] xxl:ml-[60px] xxl:mr-[59px] xxl:aspect-[841\/422] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4.png 1596w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-300x197.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-1024x671.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-768x503.png 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-1536x1007.png 1536w\" alt=\"\" ><\/div>\n\t<\/div>\n\t\n\t\n\t\t\t<div style=\"background-color: #080F21\" class=\"flex flex-col w-full lg:w-1\/2 justify-center gap-c\/m p-l\/xl lg:p-l\/xxl\">\n\t\t\t\t\t\t\t<div class=\"flex flex-col gap-c\/m pb-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<span style=\"color: #C4CDE3\" class=\"wysiwyg\"><p>400 responsables de centres de contact. 10 pays. 6 industries. De nombreux points de vue sont r\u00e9v\u00e9lateurs.<\/p>\n<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"flex flex-col py-c\/s items-start\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-tertiary btn-tertiary--left-align text-background-primary\"\n\t\t href=\"https:\/\/www.calabrio.com\/cx-lab\/?utm_source=calabrio_blog&#038;utm_medium=Display_Advertising&#038;utm_campaign=calabrio_sidebar\" title=\"T\u00e9l\u00e9charger le rapport\" aria-label=\"T\u00e9l\u00e9charger le rapport\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">T\u00e9l\u00e9charger le rapport<\/span>\n\t<\/a>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_025b82e5d47757d5e66a02c2b98c4067\"] {\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<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"group-anchor-2\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h2 style=\"color: #080F21\">\n\t\t\t\tLe comportement des consommateurs et leurs attentes plus \u00e9lev\u00e9es changent la donne\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>En fait, la technologie est la force motrice des plus grandes tendances auxquelles sont confront\u00e9s les centres de contact aujourd&rsquo;hui. Le comportement des consommateurs est en t\u00eate de liste, \u00e9voluant rapidement au fur et \u00e0 mesure que les clients deviennent plus autonomes. La technologie offre en permanence des options pratiques aux consommateurs, telles que les notifications de solde de compte pour les op\u00e9rations bancaires et les fonctions de livraison le jour m\u00eame et de comparaison des prix pour les achats en ligne. L&rsquo;exp\u00e9rience du consommateur devient plus facile, plus rapide et plus personnalis\u00e9e.   <\/p>\n<p>La technologie du libre-service, en particulier, est le moteur du changement, car elle permet aux consommateurs de mieux contr\u00f4ler leur exp\u00e9rience. Autrefois consid\u00e9r\u00e9 comme une option de dernier recours, le libre-service est devenu populaire et m\u00eame pr\u00e9f\u00e9r\u00e9 par de nombreuses personnes \u00e0 l&rsquo;\u00e8re du num\u00e9rique, o\u00f9 nous disposons d&rsquo;une quantit\u00e9 quasi infinie d&rsquo;informations au bout de nos doigts. <\/p>\n<p>Mais tout comme la technologie a modifi\u00e9 le comportement des consommateurs, les exp\u00e9riences pratiques ont red\u00e9fini les attentes des clients. Les consommateurs d&rsquo;aujourd&rsquo;hui exigent un service 24 heures sur 24, 7 jours sur 7, 365 jours par semaine. Et si peu d&rsquo;entre eux s&rsquo;adressent imm\u00e9diatement \u00e0 un agent, lorsqu&rsquo;ils sollicitent une personne en chair et en os, ils s&rsquo;attendent \u00e0 ce que l&rsquo;exp\u00e9rience soit efficace. \u00c9tant donn\u00e9 que de nombreuses personnes essaient de r\u00e9soudre les probl\u00e8mes par elles-m\u00eames gr\u00e2ce au libre-service, les interactions avec les agents en direct vont souvent au-del\u00e0 des questions standard de routine. Les centres de contact se concentrent de plus en plus sur des d\u00e9fis uniques et souvent sp\u00e9cifiques aux clients, qui n\u00e9cessitent un agent comp\u00e9tent et exp\u00e9riment\u00e9. Le script unique ne suffit plus.     <\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"group-anchor-3\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h2 style=\"color: #080F21\">\n\t\t\t\tLa technologie favorise la transformation des centres de contact\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>La bonne nouvelle, c&rsquo;est que tout comme la technologie alimente les nouveaux comportements et attentes des consommateurs, elle fournit \u00e9galement des solutions pour aider les centres de contact \u00e0 fournir des services qui r\u00e9pondent et d\u00e9passent les demandes des clients sur leurs appareils et applications pr\u00e9f\u00e9r\u00e9s, 24 heures sur 24 et 7 jours sur 7. Les avanc\u00e9es technologiques permettent d&rsquo;offrir un meilleur service sur tous les canaux, y compris la voix, les SMS, le chat et la messagerie in-app, ainsi que la vid\u00e9o, qui devient rapidement un canal privil\u00e9gi\u00e9, en particulier pendant la pand\u00e9mie. D&rsquo;autres avanc\u00e9es incluent des fonctions de <a href=\"\">co-navigation<\/a> plus immersives pour aider les agents \u00e0 partager le point de vue du client et \u00e0 r\u00e9soudre les probl\u00e8mes avec lui. La collaboration est un th\u00e8me \u00e9mergent.   <\/p>\n<p>L&rsquo;intelligence artificielle (IA), en particulier, apporte de grandes am\u00e9liorations au centre de contact. Les <a href=\"https:\/\/www.glia.com\/ai\">plateformes de gestion de l&rsquo;IA<\/a> permettent aux centres de contact d&rsquo;utiliser des bots qui peuvent automatiser les t\u00e2ches de routine et alimenter les options de libre-service qui aident les clients \u00e0 trouver rapidement les informations dont ils ont besoin par eux-m\u00eames. L&rsquo;IA peut \u00e9galement am\u00e9liorer le service en direct, en aidant les agents \u00e0 comprendre rapidement la demande d&rsquo;un client et \u00e0 fournir des solutions aux probl\u00e8mes trop complexes pour un robot. Il contribue \u00e0 \u00e9tablir un lien entre le service en ligne et le service en direct pour une exp\u00e9rience client plus transparente.<\/p>\n<p>La technologie cr\u00e9e \u00e9galement de nouvelles opportunit\u00e9s pour les centres de contact, non seulement pour mieux servir les clients, mais aussi pour obtenir des informations approfondies gr\u00e2ce au Big Data. Gr\u00e2ce \u00e0 l&rsquo;analyse, les centres de contact peuvent exploiter leurs donn\u00e9es pour d\u00e9gager des tendances, comprendre les pr\u00e9f\u00e9rences et m\u00eame pr\u00e9dire les besoins futurs. Cela aide les agents \u00e0 fournir des services plus rapides et plus personnalis\u00e9s qui r\u00e9pondent aux attentes des clients. En bref, les agents, les superviseurs et la direction du centre de contact peuvent prendre de meilleures d\u00e9cisions, plus strat\u00e9giques.   <\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row\"\n\tdata-theme-block-id=\"block_fe68b4da34f3380466612d29530514c9\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div style=\"background-color: #080F21\" class=\"flex lg:hidden justify-center items-center w-full\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full aspect-[131\/119] md:aspect-[744\/403] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t<\/div>\n\n\t<div style=\"background-color: #080F21\" class=\"hidden lg:flex justify-center items-center w-1\/2\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full h-full lg:aspect-[360\/211] xxl:ml-[60px] xxl:mr-[59px] xxl:aspect-[841\/422] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4.png 1596w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-300x197.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-1024x671.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-768x503.png 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/11\/Image-4-1536x1007.png 1536w\" alt=\"\" ><\/div>\n\t<\/div>\n\t\n\t\n\t\t\t<div style=\"background-color: #080F21\" class=\"flex flex-col w-full lg:w-1\/2 justify-center gap-c\/m p-l\/xl lg:p-l\/xxl\">\n\t\t\t\t\t\t\t<div class=\"flex flex-col gap-c\/m pb-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #FFFFFF\" class=\"heading-large break-words overflow-ellipsis line-clamp-3\">\n\t\t\t\t\t\t\tQuel est le retour sur investissement du WFM ?\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<span style=\"color: #C4CDE3\" class=\"wysiwyg\"><p>D\u00e9couvrez les \u00e9conomies d&rsquo;argent et de temps r\u00e9alis\u00e9es par votre entreprise gr\u00e2ce \u00e0 la calculatrice instantan\u00e9e de Calabrio.<\/p>\n<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"flex flex-col py-c\/s items-start\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-tertiary btn-tertiary--left-align text-background-primary\"\n\t\t href=\"https:\/\/www.calabrio.com\/roi\/\" title=\"Aller \u00e0 la calculatrice\" aria-label=\"Aller \u00e0 la calculatrice\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Aller \u00e0 la calculatrice<\/span>\n\t<\/a>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_fe68b4da34f3380466612d29530514c9\"] {\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<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"group-anchor-4\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h2 style=\"color: #080F21\">\n\t\t\t\tLe talent est l&#039;autre moiti\u00e9 de l&#039;\u00e9quation\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Les centres de contact doivent investir dans plus que la technologie pour relever les d\u00e9fis de la transformation. Ils doivent remodeler chaque r\u00f4le au sein du centre de contact, am\u00e9lior\u00e9 pour \u00eatre plus agile et plus adaptable. Ils doivent notamment recruter de nouveaux collaborateurs dot\u00e9s d&rsquo;une expertise approfondie et sp\u00e9cifique, capables d&rsquo;optimiser les nouvelles technologies et d&rsquo;exploiter les donn\u00e9es afin d&rsquo;am\u00e9liorer constamment le service. Les meilleures technologies et perspectives analytiques sont la moiti\u00e9 de l&rsquo;\u00e9quation, mais vous avez besoin d&rsquo;une \u00e9quipe solide capable d&rsquo;en tirer pleinement parti pour r\u00e9ussir.   <\/p>\n<p>Le prochain blog de cette s\u00e9rie expliquera plus en d\u00e9tail comment d\u00e9velopper les r\u00f4les cl\u00e9s au sein de votre centre de contact pour rester \u00e0 la pointe du changement. En voici un bref aper\u00e7u : <\/p>\n<ul>\n<ul>\n<li><b>Agents et superviseurs<\/b> &#8211; Les clients \u00e9tant de plus en plus nombreux \u00e0 se fier aux options de libre-service et aux robots pour les questions de routine, les agents deviennent plus strat\u00e9giques et sp\u00e9cialis\u00e9s pour r\u00e9soudre les probl\u00e8mes que les robots ne peuvent pas traiter. En plus d&rsquo;une plus grande expertise, ils doivent adopter de nouveaux canaux de communication qui correspondent aux pr\u00e9f\u00e9rences des clients. La messagerie et la vid\u00e9o remplacent rapidement les appels, en particulier aupr\u00e8s des jeunes g\u00e9n\u00e9rations. Les superviseurs doivent eux aussi jouer un r\u00f4le plus strat\u00e9gique en formant et en g\u00e9rant les agents afin qu&rsquo;ils ma\u00eetrisent mieux les outils technologiques qui am\u00e9liorent l&rsquo;exp\u00e9rience client et qu&rsquo;ils soient plus comp\u00e9tents pour r\u00e9soudre les probl\u00e8mes des clients.   <\/li>\n<li><b>The Research Team<\/b> &#8211; Pour devenir plus efficaces, les centres de contact doivent \u00eatre guid\u00e9s par les donn\u00e9es. Des statistiques pr\u00e9cieuses provenant de rapports ACD, d&rsquo;enqu\u00eates de qualit\u00e9 et de syst\u00e8mes de dotation en personnel peuvent aider \u00e0 optimiser les r\u00e8gles de routage, les horaires du personnel et les programmes de coaching des agents. L&rsquo;\u00e9quipe de recherche a une nouvelle priorit\u00e9 dans le monde d&rsquo;aujourd&rsquo;hui. Alors que dans le pass\u00e9, l&rsquo;\u00a0\u00bbanalyse\u00a0\u00bb \u00e9tait souvent l&rsquo;une des nombreuses responsabilit\u00e9s des responsables, elle n\u00e9cessite aujourd&rsquo;hui une attention plus soutenue. Pour de nombreux centres de contact, cela peut n\u00e9cessiter la cr\u00e9ation d&rsquo;une nouvelle \u00e9quipe d\u00e9di\u00e9e. L&rsquo;IA peut contribuer \u00e0 automatiser les processus d&rsquo;analyse et aider l&rsquo;\u00e9quipe de recherche \u00e0 devenir plus strat\u00e9gique, en se concentrant sur l&rsquo;analyse commerciale, les suggestions pour am\u00e9liorer l&rsquo;activit\u00e9 et les pr\u00e9dictions pour guider l&rsquo;orientation future.     <\/li>\n<li><b>Gestion<\/b> &#8211; Non seulement les agents, les superviseurs et la nouvelle \u00e9quipe de recherche deviennent plus strat\u00e9giques, mais la gestion doit \u00e9galement am\u00e9liorer son jeu. Les centres de contact passent du statut de centres de co\u00fbts \u00e0 celui d&rsquo;actifs pr\u00e9cieux pouvant contribuer \u00e0 cr\u00e9er un avantage concurrentiel. La priorit\u00e9 accord\u00e9e \u00e0 la r\u00e9duction des co\u00fbts s&rsquo;est d\u00e9plac\u00e9e vers l&rsquo;am\u00e9lioration de la satisfaction des clients et l&rsquo;obtention de meilleurs r\u00e9sultats commerciaux. L&rsquo;\u00e9poque des d\u00e9viations d&rsquo;appels est r\u00e9volue et l&rsquo;accent est d\u00e9sormais mis sur l&rsquo;offre d&rsquo;exp\u00e9riences positives aux clients. La direction doit adopter les bonnes technologies, embaucher les bons employ\u00e9s et d\u00e9velopper continuellement l&rsquo;\u00e9quipe pour rester comp\u00e9titive dans cet environnement en \u00e9volution rapide. Ils doivent rechercher des technologies flexibles qui permettent la croissance et l&rsquo;adaptation, telles que les solutions bas\u00e9es sur l&rsquo;informatique en nuage. En outre, ils doivent accorder une attention particuli\u00e8re aux technologies d&rsquo;analyse et d&rsquo;IA qui offrent \u00e0 la fois la fonctionnalit\u00e9 et la facilit\u00e9 d&rsquo;utilisation n\u00e9cessaires pour aider le centre de contact \u00e0 atteindre son plein potentiel.      <\/li>\n<\/ul>\n<\/ul>\n<p>Nous avons couvert beaucoup de terrain ici. En r\u00e9sum\u00e9, la technologie est \u00e0 l&rsquo;origine de changements significatifs dans le comportement et les attentes des consommateurs. Pour suivre le rythme, les centres de contact doivent adopter des technologies \u00e9mergentes telles que l&rsquo;IA, l&rsquo;analyse et l&rsquo;am\u00e9lioration des fonctions de vid\u00e9o et de chat. Mais il ne s&rsquo;agit pas d&rsquo;adopter la technologie pour le plaisir. Pour r\u00e9ussir, les centres de contact doivent permettre \u00e0 chaque r\u00f4le de devenir plus strat\u00e9gique. La technologie doit s&rsquo;aligner sur ces r\u00f4les et les aider \u00e0 fournir en permanence des exp\u00e9riences client riches et satisfaisantes.     <\/p>\n<p>Dans le prochain blog, nous verrons comment rendre ces r\u00f4les plus strat\u00e9giques. En attendant, consultez <a href=\"\" target=\"\" rel=\"\">le blog de Glia<\/a> pour plus d&rsquo;informations ! <\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"\"\n\tclass=\"p-l\/xs\"\n\tstyle=\"background-color: #080F21;\"\n\tdata-theme-block-id=\"block_ee35cd8deeefcf55f9e1d39bc6201f5b\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t<h2 class=\"heading-xs\" style=\"color: #FFFFFF;\">\n\t\t\tRestez \u00e0 jour\t\t<\/h2>\n\t\n\t\t\t<div class=\"sub_title py-c\/m break-words wysiwyg--small\" style=\"color: #C4CDE3;\">\n\t\t\tVous souhaitez vous tenir au courant des derni\u00e8res innovations en mati\u00e8re d&rsquo;optimisation des effectifs des centres de contact et d&rsquo;excellence du service \u00e0 la client\u00e8le ?\t\t<\/div>\n\t\n\t\t\t<div class=\"w-full flex items-start\">\n\t\t\t<script type=\"text\/javascript\">var 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