{"id":30355,"date":"2017-11-13T04:00:21","date_gmt":"2017-11-13T04:00:21","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/votre-centre-de-contact-est-il-en-bonne-sante\/"},"modified":"2026-01-19T12:14:58","modified_gmt":"2026-01-19T12:14:58","slug":"votre-centre-de-contact-est-il-en-bonne-sante","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/votre-centre-de-contact-est-il-en-bonne-sante\/","title":{"rendered":"Votre centre de contact est-il en bonne sant\u00e9 ?"},"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_aba1ff3d37f3a9b80b07c0d5755b2d8d\"\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\">Votre centre de contact est-il en bonne sant\u00e9 ?<\/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_aba1ff3d37f3a9b80b07c0d5755b2d8d\"] {\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%2Fvotre-centre-de-contact-est-il-en-bonne-sante%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%2Fvotre-centre-de-contact-est-il-en-bonne-sante%2F&#038;text=Votre centre de contact est-il en bonne sant\u00e9 ?\"\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%2Fvotre-centre-de-contact-est-il-en-bonne-sante%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>Dans le paysage concurrentiel actuel, les marques reconnaissent que la cr\u00e9ation d&rsquo;une exp\u00e9rience client de premier ordre est un facteur de diff\u00e9renciation important et la cl\u00e9 de la fid\u00e9lisation de la client\u00e8le. Chez Calabrio, nous connaissons la valeur du centre de contact et le r\u00f4le essentiel que jouent les agents dans la r\u00e9alisation de la promesse d&rsquo;une marque &#8211; les agents sont les ambassadeurs d&rsquo;une marque lors de chaque interaction avec le client.  <strong>Pourtant, de nombreux agents des centres de contact sont fatigu\u00e9s, stress\u00e9s et mal \u00e9quip\u00e9s pour r\u00e9pondre aux attentes toujours plus grandes des clients.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Nous avons r\u00e9cemment men\u00e9 une enqu\u00eate aupr\u00e8s de plus de 1 000 agents de centres de contact aux \u00c9tats-Unis et au Royaume-Uni et nous avons constat\u00e9 que les probl\u00e8mes de plus en plus complexes des clients p\u00e8sent sur la capacit\u00e9 des agents \u00e0 offrir une exp\u00e9rience client ad\u00e9quate. N\u00e9anmoins, les marques peuvent esp\u00e9rer am\u00e9liorer la sant\u00e9 de leur centre de contact. Ce nouveau <a href=\"https:\/\/info.calabrio.com\/contact-center-health\">rapport<\/a> pr\u00e9sente des r\u00e9sultats cl\u00e9s qui peuvent aider les marques \u00e0 revitaliser l&rsquo;exp\u00e9rience de l&rsquo;agent.<\/p>\n<p>&nbsp;<\/p>\n<p>De nouveaux canaux de communication continuent d&rsquo;\u00e9merger &#8211; des SMS aux m\u00e9dias sociaux en passant par les outils en libre-service tels que les chatbots &#8211; et ces options permettent aux clients d&rsquo;interagir avec les marques d&rsquo;une mani\u00e8re enti\u00e8rement nouvelle. \u00c0 premi\u00e8re vue, il peut sembler que les outils en libre-service all\u00e8gent la charge de travail des agents, mais ce n&rsquo;est pas toujours le cas. Dans l&rsquo;\u00e9tude, 56 % des agents d\u00e9clarent que leur principale difficult\u00e9 est de traiter les probl\u00e8mes complexes des clients (et ils pensent que cette complexit\u00e9 ne fera qu&rsquo;augmenter). En outre, 65 % d&rsquo;entre eux d\u00e9clarent que le volume d&rsquo;appels a augment\u00e9 au cours des 18 derniers mois.<\/p>\n<p>&nbsp;<\/p>\n<p>Ainsi, si le libre-service et les canaux automatis\u00e9s sont un excellent moyen pour les clients d&rsquo;obtenir des r\u00e9ponses rapides \u00e0 des questions simples, ils continuent de prendre le t\u00e9l\u00e9phone pour obtenir de l&rsquo;aide pour des probl\u00e8mes plus compliqu\u00e9s. Pour les marques qui se concentrent sur le client, cette tendance repr\u00e9sente une opportunit\u00e9 importante de d\u00e9passer les attentes. Cependant, lorsque 60 % des agents reconnaissent que leur entreprise ne leur fournit pas la bonne technologie pour r\u00e9pondre aux d\u00e9fis des clients, on peut dire sans risque de se tromper que l&rsquo;opportunit\u00e9 est en train de s&rsquo;\u00e9vanouir.<\/p>\n<p>&nbsp;<\/p>\n<p>Imaginez le point de vue d&rsquo;un agent : vous n&rsquo;avez pas l&rsquo;impression d&rsquo;\u00eatre \u00e9quip\u00e9 pour traiter les probl\u00e8mes les plus difficiles des clients <em>et le <\/em>volume d&rsquo;appels ne fait qu&rsquo;augmenter. C&rsquo;est une recette pour le stress. Et si l&rsquo;on consid\u00e8re que les nouvelles technologies, telles que l&rsquo;intelligence artificielle, la r\u00e9alit\u00e9 virtuelle et l&rsquo;apprentissage automatique, continueront \u00e0 perturber le centre de contact, il est clair que les marques doivent chercher des moyens d&rsquo;autonomiser et d&rsquo;\u00e9quiper les agents, sous peine de rester \u00e0 la tra\u00eene.<\/p>\n<p>&nbsp;<\/p>\n<p>Nous avons cr\u00e9\u00e9 la plateforme Calabrio ONE pour donner aux agents les bons outils et les bonnes informations afin qu&rsquo;ils puissent r\u00e9pondre avec succ\u00e8s aux demandes complexes des clients. Les agents se sentent responsabilis\u00e9s et pr\u00eats \u00e0 aider, gr\u00e2ce \u00e0 des opportunit\u00e9s de coaching et de formation rapides et simples entre pairs, et \u00e0 des fonctionnalit\u00e9s bas\u00e9es sur le cloud qui offrent une flexibilit\u00e9 professionnelle sans pr\u00e9c\u00e9dent.<\/p>\n<p>&nbsp;<\/p>\n<p>En examinant de mani\u00e8re approfondie les processus et les proc\u00e9dures, tout en revalorisant le r\u00f4le des agents, les marques peuvent transformer les centres de contact d&rsquo;un d\u00e9partement de stress en un d\u00e9partement d&rsquo;experts de haut niveau en mati\u00e8re d&rsquo;exp\u00e9rience client.<\/p>\n<p>&nbsp;<\/p>\n<p>Heureusement, les entreprises peuvent prendre des mesures imm\u00e9diates pour cr\u00e9er la bonne exp\u00e9rience agent afin que les \u00e9quipes du centre de contact soient pleinement \u00e9quip\u00e9es pour r\u00e9pondre aux attentes des clients. Lisez le rapport complet, <a href=\"https:\/\/info.calabrio.com\/contact-center-health\">The Health of the Contact Center : Le bien-\u00eatre des agents dans une \u00e8re centr\u00e9e sur le client<\/a>.<\/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":269,"featured_media":39969,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-30355","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Votre centre de contact est-il en bonne sant\u00e9 ?<\/title>\n<meta name=\"description\" content=\"La priorit\u00e9 num\u00e9ro un des entreprises d&#039;aujourd&#039;hui est d&#039;offrir une bonne exp\u00e9rience client, et cela commence dans le centre de contact.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/fr\/blog\/votre-centre-de-contact-est-il-en-bonne-sante\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Votre centre de contact est-il en bonne sant\u00e9 ?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/blog\/votre-centre-de-contact-est-il-en-bonne-sante\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" 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