{"id":30057,"date":"2022-02-18T09:11:01","date_gmt":"2022-02-18T09:11:01","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/choisir-des-solutions-de-gestion-des-agents-posez-vous-les-bonnes-questions-2\/"},"modified":"2026-01-19T11:23:30","modified_gmt":"2026-01-19T11:23:30","slug":"choisir-des-solutions-de-gestion-des-agents-posez-vous-les-bonnes-questions-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/choisir-des-solutions-de-gestion-des-agents-posez-vous-les-bonnes-questions-2\/","title":{"rendered":"Choisir des solutions de gestion des agents &#8211; Posez-vous les bonnes questions ?"},"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_06dacb250a0830aa3d359115f0b487d9\"\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\">Engagement des travailleurs <\/p>\n\t\t\t\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\">Gestion du personnel <\/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\">Choisir des solutions de gestion des agents &#8211; Posez-vous les bonnes questions ?<\/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_06dacb250a0830aa3d359115f0b487d9\"] {\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%2Fchoisir-des-solutions-de-gestion-des-agents-posez-vous-les-bonnes-questions-2%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%2Fchoisir-des-solutions-de-gestion-des-agents-posez-vous-les-bonnes-questions-2%2F&#038;text=Choisir des solutions de gestion des agents &#8211; Posez-vous les bonnes questions ?\"\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%2Fchoisir-des-solutions-de-gestion-des-agents-posez-vous-les-bonnes-questions-2%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>Ross Daniels, de Calabrio, se penche sur le rapport 2022 Agent Management Value Index, r\u00e9cemment publi\u00e9 par le cabinet d&rsquo;analystes Ventana Research, pour savoir comment structurer les processus de s\u00e9lection des logiciels &#8211; afin d&rsquo;aider les organisations \u00e0 poser les bonnes questions pour obtenir les bonnes r\u00e9ponses.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans son r\u00e9cent rapport, Ventana Research est parvenu \u00e0 la conclusion que \u00ab\u00a0la pand\u00e9mie a cr\u00e9\u00e9 les conditions d&rsquo;une r\u00e9\u00e9valuation compl\u00e8te des outils et des processus utilis\u00e9s dans les <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/rapports-sur-les-centres-de-contact\/\" target=\"_blank\" rel=\"noopener\">centres de contact<\/a> pour g\u00e9rer les agents\u00a0\u00bb.1 Sur la base de ces informations, il est probable que de nombreuses organisations envisagent des projets d&rsquo;am\u00e9lioration de l&rsquo;entreprise et des processus de s\u00e9lection de logiciels pour permettre les changements induits par le <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/guide-complet-pour-la-gestion-dune-main-doeuvre-a-distance\/\" target=\"_blank\" rel=\"noopener\">travail hybride<\/a>, l&rsquo;augmentation de la demande et la rotation des employ\u00e9s.<\/p>\n<p>&nbsp;<\/p>\n<p>Si vous n&rsquo;utilisez pas les crit\u00e8res de s\u00e9lection les plus pertinents et ne posez pas les bonnes questions, vous pouvez facilement choisir des solutions qui ne sont pas adapt\u00e9es \u00e0 votre activit\u00e9, qui ne r\u00e9pondent pas aux probl\u00e8mes les plus urgents et qui ne vous pr\u00e9parent pas \u00e0 l&rsquo;avenir. La s\u00e9lection des bonnes plateformes et technologies est essentielle \u00e0 la r\u00e9ussite d&rsquo;une entreprise moderne, mais ce n&rsquo;est pas une activit\u00e9 que l&rsquo;on entreprend r\u00e9guli\u00e8rement. Souvent, les choix de solutions et les options technologiques \u00e9voluent si rapidement que les crit\u00e8res utilis\u00e9s dans les processus de s\u00e9lection pr\u00e9c\u00e9dents sont devenus obsol\u00e8tes et ne sont plus adapt\u00e9s.  <\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est pourquoi il est bon de voir des analystes, avec pr\u00e8s de deux d\u00e9cennies d&rsquo;exp\u00e9rience, fournir des conseils ind\u00e9pendants sur la fa\u00e7on de structurer les RFI\/RFP et les processus de s\u00e9lection pour les solutions de gestion des agents. Le 2022 Agent Management Value Index Report \u00ab\u00a0fournit une base de connaissances que les organisations peuvent utiliser pour \u00e9valuer les fournisseurs et les produits, pour g\u00e9rer et am\u00e9liorer les processus de gestion des agents\u00a0\u00bb. Acc\u00e9dez \u00e0 la r\u00e9impression du rapport ici.  <\/p>\n<p>&nbsp;<\/p>\n<h3>Un processus d&rsquo;\u00e9valuation des fournisseurs<\/h3>\n<p>Ventana Research estime que \u00ab\u00a0les efforts d&rsquo;am\u00e9lioration de l&rsquo;entreprise doivent \u00eatre bas\u00e9s sur les meilleures pratiques qui, d&rsquo;apr\u00e8s les recherches, apportent rapidement de la valeur\u00a0\u00bb. Le cabinet d&rsquo;analystes a mis au point ce qu&rsquo;il appelle l&rsquo;indice de valeur, qui peut \u00eatre utilis\u00e9 pour \u00e9valuer les syst\u00e8mes et les outils de gestion des agents. Il pr\u00e9conise d&rsquo;utiliser l&rsquo;indice dans le cadre d&rsquo;une approche structur\u00e9e afin de s&rsquo;assurer que les bons choix sont faits pour obtenir les r\u00e9sultats escompt\u00e9s.  <\/p>\n<p>Dans son indice de valeur pour la gestion des agents, Ventana Research \u00e9value les logiciels en fonction de sept cat\u00e9gories cl\u00e9s, dont cinq sont li\u00e9es \u00e0 l&rsquo;exp\u00e9rience produit et deux \u00e0 l&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/experience-client\/\" target=\"_blank\" rel=\"noopener\">exp\u00e9rience client<\/a>. Les cat\u00e9gories sont les suivantes<\/p>\n<ul>\n<li>Facilit\u00e9 d&rsquo;utilisation<\/li>\n<li>G\u00e9rabilit\u00e9<\/li>\n<li>Fiabilit\u00e9<\/li>\n<li>Capacit\u00e9<\/li>\n<li>Adaptabilit\u00e9<\/li>\n<li>Validation du fournisseur<\/li>\n<li>Co\u00fbt total de possession et retour sur investissement (TCO\/ROI).<\/li>\n<\/ul>\n<p>Ventana Research a utilis\u00e9 ses propres cat\u00e9gories d&rsquo;indices pour \u00e9valuer les solutions de gestion des agents de 18 fournisseurs et je suis heureux de dire que Calabrio a \u00e9t\u00e9 plac\u00e9 dans le groupe de t\u00eate en tant que fournisseur exemplaire et leader de l&rsquo;indice de valeur pour la capacit\u00e9, la convivialit\u00e9 et la facilit\u00e9 de gestion.<\/p>\n<p>&nbsp;<\/p>\n<h3>Int\u00e9grer les cat\u00e9gories dans les processus de s\u00e9lection et les pond\u00e9rer si n\u00e9cessaire<\/h3>\n<p>Les cat\u00e9gories de l&rsquo;index sont \u00e9galement utiles \u00e0 int\u00e9grer dans le processus de s\u00e9lection des logiciels RFI\/RFP de votre propre organisation. Les cat\u00e9gories peuvent \u00eatre pond\u00e9r\u00e9es afin d&rsquo;adapter leur importance \u00e0 des besoins sp\u00e9cifiques. De cette mani\u00e8re, vous pouvez <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/guide-de-la-gestion-des-effectifs-des-centres-dappel\/\" target=\"_blank\" rel=\"noopener\">\u00e9valuer et noter objectivement les solutions<\/a> et les fournisseurs en fonction de crit\u00e8res communs, ce qui vous aidera \u00e0 mettre en place un processus de s\u00e9lection structur\u00e9 et document\u00e9. Cette \u00e9tape fournit les outils d&rsquo;\u00e9valuation n\u00e9cessaires pour passer d&rsquo;une longue liste de fournisseurs et de solutions \u00e0 une liste restreinte qui peut faire l&rsquo;objet d&rsquo;une \u00e9valuation approfondie en vue de la s\u00e9lection finale.<\/p>\n<p>Une s\u00e9lection ordonn\u00e9e, transparente et v\u00e9rifiable peut s&rsquo;av\u00e9rer utile :<\/p>\n<ul>\n<li>Acc\u00e9l\u00e9rer le processus de s\u00e9lection lui-m\u00eame<\/li>\n<li>R\u00e9duire le co\u00fbt de la s\u00e9lection<\/li>\n<li>Favoriser une compr\u00e9hension commune au sein de votre organisation<\/li>\n<li>Obtenir l&rsquo;approbation des achats et de la direction g\u00e9n\u00e9rale pour la s\u00e9lection effectu\u00e9e.<\/li>\n<li>Fournir des crit\u00e8res pour mesurer le succ\u00e8s.<\/li>\n<\/ul>\n<p>Le rapport de Ventana Research fournit une \u00e9valuation des fournisseurs et une m\u00e9thodologie, fond\u00e9e sur pr\u00e8s de 20 ans d&rsquo;exp\u00e9rience en mati\u00e8re de recherche, qui peut \u00eatre utilis\u00e9e dans vos propres processus d&rsquo;\u00e9valuation et de s\u00e9lection.<\/p>\n<p>&nbsp;<\/p>\n<h3>Un cadre pour un projet d&rsquo;am\u00e9lioration de l&rsquo;entreprise ax\u00e9 sur la technologie<\/h3>\n<p>Le rapport d\u00e9crit \u00e9galement huit \u00e9tapes qui devraient constituer un projet d&rsquo;am\u00e9lioration de l&rsquo;entreprise ax\u00e9 sur la technologie. Ces \u00e9tapes comprennent l&rsquo;importance d&rsquo;\u00e9tablir des crit\u00e8res d&rsquo;\u00e9valuation des technologies et la mani\u00e8re d&rsquo;\u00e9valuer et de s\u00e9lectionner la bonne technologie pour r\u00e9pondre aux besoins sp\u00e9cifiques de votre organisation avec plus d&rsquo;efficacit\u00e9 et de pr\u00e9cision. Le rapport aide en particulier les lecteurs \u00e0 mener \u00e0 bien ces deux phases.  <\/p>\n<h3>T\u00e9l\u00e9chargez le rapport pour vous aider \u00e0 poser les bonnes questions<\/h3>\n<p>Alors que les op\u00e9rations r\u00e9\u00e9valuent les outils et les processus utilis\u00e9s dans les centres de contact pour g\u00e9rer les agents, il est essentiel de poser les bonnes questions pour obtenir les bonnes r\u00e9ponses. Pour en savoir plus sur la fa\u00e7on dont votre organisation peut utiliser l&rsquo;approche de Ventana Research, consultez la r\u00e9impression de Calabrio de l&rsquo;<a href=\"https:\/\/info.calabrio.com\/ventana-research-agent-management\/?utm_medium=Public_Relations&amp;utm_source=PR_Artistry&amp;SF_Campaign_ID=7016f000001fO4yAAE&amp;utm_campaign=7016f000001fO4yAAE\" target=\"_blank\" rel=\"noopener\">indice de valeur de la gestion des agents : 2022 Vendor and Product Assessment de Calabrio<\/a> pour t\u00e9l\u00e9charger votre propre exemplaire.<\/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":223,"featured_media":39921,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[210,211],"tags":[],"blog-languages":[],"class_list":["post-30057","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-engagement-des-travailleurs","category-gestion-du-personnel"],"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>Choisir des solutions de gestion des agents - Posez-vous les bonnes questions ? 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