{"id":30505,"date":"2017-09-21T11:58:51","date_gmt":"2017-09-21T11:58:51","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/planification-des-centres-dappels-travaillez-plus-intelligemment-pas-plus-durement\/"},"modified":"2026-01-19T12:19:23","modified_gmt":"2026-01-19T12:19:23","slug":"planification-des-centres-dappels-travaillez-plus-intelligemment-pas-plus-durement","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/planification-des-centres-dappels-travaillez-plus-intelligemment-pas-plus-durement\/","title":{"rendered":"Planification des centres d&rsquo;appels : Travaillez plus intelligemment, pas plus durement"},"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_7761bd562d98424e6fed00cbfffa2901\"\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\">Planification des centres d&rsquo;appels : Travaillez plus intelligemment, pas plus durement<\/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_7761bd562d98424e6fed00cbfffa2901\"] {\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%2Fplanification-des-centres-dappels-travaillez-plus-intelligemment-pas-plus-durement%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%2Fplanification-des-centres-dappels-travaillez-plus-intelligemment-pas-plus-durement%2F&#038;text=Planification des centres d&rsquo;appels : Travaillez plus intelligemment, pas plus durement\"\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%2Fplanification-des-centres-dappels-travaillez-plus-intelligemment-pas-plus-durement%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>Comme le dit le proverbe, \u00ab\u00a0travaillez plus intelligemment, pas plus durement\u00a0\u00bb. Je constate souvent que dans le monde des centres de contact, un effort extr\u00eame est li\u00e9 \u00e0 des t\u00e2ches qui, bien qu&rsquo;importantes, restent manuelles et fastidieuses. La planification, les pr\u00e9visions et la gestion du temps sont des exemples de t\u00e2ches fastidieuses qu&rsquo;il n&rsquo;est plus n\u00e9cessaire d&rsquo;accomplir \u00e0 l&rsquo;aide de feuilles de calcul chronophages.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>La plupart des responsables de centres de contact admettent volontiers que les approches manuelles, bas\u00e9es sur des feuilles de calcul, ne fonctionnent plus.<\/strong> En plus de la corv\u00e9e quotidienne des feuilles de calcul, les dirigeants ne peuvent pas r\u00e9pondre aux attentes modernes en mati\u00e8re d&rsquo;engagement des clients, comme les consommateurs qui exigent une exp\u00e9rience plus personnalis\u00e9e et multicanal, et les employ\u00e9s qui demandent un meilleur \u00e9quilibre entre vie professionnelle et vie priv\u00e9e gr\u00e2ce \u00e0 des horaires plus flexibles.<\/p>\n<p>&nbsp;<\/p>\n<p>La technologie actuelle de gestion des effectifs (WFM) peut r\u00e9soudre ce probl\u00e8me. Pourtant, Dimension Data estime que 41,3 % des centres de contact fonctionnent encore sans elle<sup>.1<\/sup><\/p>\n<p>&nbsp;<\/p>\n<p>Mais pourquoi ? S&rsquo;agit-il d&rsquo;un probl\u00e8me de budget ? R\u00e9sistance au changement organisationnel ? Un d\u00e9ficit de comp\u00e9tences ? Manque de sensibilisation \u00e0 ce que le WFM peut r\u00e9ellement faire pour leur entreprise ? Ou quelque chose de tout \u00e0 fait diff\u00e9rent ?<\/p>\n<p>&nbsp;<\/p>\n<p>D&rsquo;apr\u00e8s mon exp\u00e9rience, il peut s&rsquo;agir de l&rsquo;un ou l&rsquo;autre de ces \u00e9l\u00e9ments. Mais ces d\u00e9fis peuvent \u00eatre surmont\u00e9s. Et surtout, ils <em>doivent \u00eatre<\/em> surmont\u00e9s. Voici pourquoi.<\/p>\n<ul>\n<li><strong>Les approches bas\u00e9es sur des feuilles de calcul sont impr\u00e9cises.  <\/strong>La manipulation et la r\u00e9introduction manuelle des donn\u00e9es des feuilles de calcul prennent beaucoup de temps et sont sources d&rsquo;erreurs ; les responsables doivent \u00ab\u00a0deviner\u00a0\u00bb les d\u00e9lais optimaux pour les activit\u00e9s hors t\u00e9l\u00e9phone ; et les programmes ne sont ex\u00e9cut\u00e9s qu&rsquo;une \u00e0 quatre fois par an.<\/li>\n<li><strong>Les approches bas\u00e9es sur des feuilles de calcul sont con\u00e7ues pour des canaux uniques.  <\/strong>Les pr\u00e9f\u00e9rences des agents en mati\u00e8re de planification sont souvent ignor\u00e9es parce que leur respect ajouterait encore une couche de complexit\u00e9 \u00e0 un processus d\u00e9j\u00e0 fastidieux, et la gestion des demandes de cong\u00e9s est alambiqu\u00e9e et prend beaucoup de temps.<\/li>\n<li><strong>Les feuilles de calcul n&rsquo;optimisent pas l&rsquo;adh\u00e9sion.  <\/strong>Les feuilles de calcul ne permettent pas de savoir si les agents travaillent ou non selon les horaires pr\u00e9vus.<\/li>\n<li><strong>Les feuilles de calcul ne permettent pas d&rsquo;\u00e9tablir des rapports et des analyses faciles et pr\u00e9cis.  <\/strong>Les organisations ne peuvent pas fonctionner de mani\u00e8re optimale parce qu&rsquo;elles ne peuvent pas mesurer avec pr\u00e9cision et rapidit\u00e9 les effectifs, les pr\u00e9sences et les d\u00e9penses, et en rendre compte.<\/li>\n<\/ul>\n<p>Si ce qui pr\u00e9c\u00e8de n&rsquo;est pas nouveau pour vous, il se peut que vous soyez confront\u00e9 \u00e0 un autre obstacle \u00e0 l&rsquo;adoption de la gestion des flux de travail. L&rsquo;une des raisons les plus courantes que j&rsquo;ai entendues par le pass\u00e9 est le manque de budget. Mais <a href=\"https:\/\/www.calabrio.com\/total-cost-of-ownership-ebook\/\">les contraintes budg\u00e9taires ne doivent plus vous emp\u00eacher de mettre en \u0153uvre le WFM<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>En effet, les soci\u00e9t\u00e9s de WFM modernes comme Calabrio proposent une <a href=\"https:\/\/www.calabrio.com\/customer-experience-management\/wfo-cloud-on-premises-hybrid\/\">option de d\u00e9ploiement SaaS (Software-as-a-Service)<\/a> qui n\u00e9cessite un investissement initial moins important puisqu&rsquo;il n&rsquo;y a pas besoin de mat\u00e9riel co\u00fbteux ni de maintenance. Le d\u00e9ploiement de WFM dans le nuage offre \u00e9galement de nombreux autres avantages, notamment<\/p>\n<ul>\n<li>facilitant l&rsquo;obtention de l&rsquo;autorisation d&rsquo;achat par les acheteurs gr\u00e2ce \u00e0 son investissement initial plus faible (ou inexistant), qui est consid\u00e9r\u00e9 comme une d\u00e9pense op\u00e9rationnelle (OpEx) ;<\/li>\n<li>en r\u00e9duisant la charge d&rsquo;assistance qui p\u00e8se sur les services informatiques ;<\/li>\n<li>rendant le WFM disponible \u00e0 tout moment et en tout lieu, quel que soit l&rsquo;endroit o\u00f9 se trouvent les agents ;<\/li>\n<li>contribuer \u00e0 la continuit\u00e9 de l&rsquo;activit\u00e9 ;<\/li>\n<li>offrir tous les avantages en mati\u00e8re de s\u00e9curit\u00e9 et de fonctionnalit\u00e9 typiques des offres en nuage ; et<\/li>\n<li>vous ne payez que pour ce que vous utilisez, qu&rsquo;il s&rsquo;agisse de 5 ou de 500 licences.<\/li>\n<\/ul>\n<p>Les obstacles d&rsquo;hier \u00e0 la gestion des ressources en eau n&rsquo;existent plus. Il est temps pour votre \u00e9quipe de centre de contact de travailler plus intelligemment &#8211; et non plus difficilement &#8211; et Calabrio peut vous aider. T\u00e9l\u00e9chargez notre nouveau livre blanc, <a href=\"https:\/\/www.calabrio.com\/break-free-from-workforce-management-spreadsheet\/\"><strong>Workforce Management (WFM)-4 raisons de se lib\u00e9rer du boulet du tableur<\/strong><\/a>pour en savoir plus.<\/p>\n<p>&nbsp;<\/p>\n<p><sup>1 <\/sup>Dimension Data. \u00ab\u00a02017 Global Customer Experience Benchmarking Report\u00a0\u00bb.<\/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":234,"featured_media":39981,"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-30505","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>Planification des centres de contact : Travaillez plus intelligemment, pas plus durement<\/title>\n<meta name=\"description\" content=\"De nombreux centres de contact utilisent encore une approche manuelle, bas\u00e9e sur des feuilles de calcul, pour la planification et les pr\u00e9visions. 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