{"id":31551,"date":"2021-04-05T09:55:49","date_gmt":"2021-04-05T09:55:49","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-4-linformatique-dematerialisee-prepare-mieux-les-equipes-a-ce-que-demain-leur-reserve\/"},"modified":"2026-03-09T04:57:00","modified_gmt":"2026-03-09T04:57:00","slug":"formation-cx-partie-4-linformatique-dematerialisee-prepare-mieux-les-equipes-a-ce-que-demain-leur-reserve","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-4-linformatique-dematerialisee-prepare-mieux-les-equipes-a-ce-que-demain-leur-reserve\/","title":{"rendered":"Formation CX, partie 4 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e pr\u00e9pare mieux les \u00e9quipes \u00e0 ce que demain leur r\u00e9serve"},"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_89de371dfdb292df54e3e0db9cec6066\"\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\">Formation CX, partie 4 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e pr\u00e9pare mieux les \u00e9quipes \u00e0 ce que demain leur r\u00e9serve<\/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_89de371dfdb292df54e3e0db9cec6066\"] {\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%2Fformation-cx-partie-4-linformatique-dematerialisee-prepare-mieux-les-equipes-a-ce-que-demain-leur-reserve%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%2Fformation-cx-partie-4-linformatique-dematerialisee-prepare-mieux-les-equipes-a-ce-que-demain-leur-reserve%2F&#038;text=Formation CX, partie 4 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e pr\u00e9pare mieux les \u00e9quipes \u00e0 ce que demain leur r\u00e9serve\"\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%2Fformation-cx-partie-4-linformatique-dematerialisee-prepare-mieux-les-equipes-a-ce-que-demain-leur-reserve%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\"><div class=\"wpb-content-wrapper\">\n<p>Dans mes trois premiers blogs sur la formation CX, j&rsquo;ai expliqu\u00e9 comment <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-1-le-cloud-est-le-catalyseur-dune-meilleure-formation-dans-le-centre-de-contact\/\">le cloud est le catalyseur d&rsquo;une meilleure formation globale dans le centre de contact<\/a>, car il <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-2-le-cloud-favorise-un-programme-dembauche-plus-efficace-et-de-meilleure-qualite\/\">favorise un programme de formation plus efficace pour les nouveaux embauch\u00e9s<\/a> et <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-1-le-cloud-est-le-catalyseur-dune-meilleure-formation-dans-le-centre-de-contact\/\">encourage un meilleur coaching en temps r\u00e9el ainsi qu&rsquo;un d\u00e9veloppement continu.<\/a><\/p>\n<p>&nbsp;<\/p>\n<p>Dans ce dernier billet de la s\u00e9rie, j&rsquo;approfondis la mani\u00e8re dont le cloud pr\u00e9pare mieux les \u00e9quipes \u00e0 affronter l&rsquo;avenir, ce qui, comme nous l&rsquo;avons tous appris, est essentiel compte tenu de tout ce qui s&rsquo;est pass\u00e9 au cours de l&rsquo;ann\u00e9e \u00e9coul\u00e9e.<\/p>\n<p>&nbsp;<\/p>\n<p>Il s&rsquo;agit en fait de deux \u00e9l\u00e9ments cl\u00e9s :<\/p>\n<p>&nbsp;<\/p>\n<h3>Le cloud vous permet d&rsquo;\u00e9laborer des formations plus approfondies et ax\u00e9es sur les objectifs, quelle que soit la situation.<\/h3>\n<p>Les \u00e9quipes des centres de contact sont con\u00e7ues pour offrir une exp\u00e9rience client (CX) sp\u00e9cifique, et c&rsquo;est autour de cette CX que les programmes de formation de base des agents sont g\u00e9n\u00e9ralement construits. Il s&rsquo;agit d&rsquo;une strat\u00e9gie solide pour s&rsquo;assurer que le CX fourni par vos agents r\u00e9pond aux exigences de votre organisation en mati\u00e8re de produits ou de services. Mais cela ne vous donne pas n\u00e9cessairement une base solide pour pivoter avec agilit\u00e9 en cas d&rsquo;impr\u00e9vu.<\/p>\n<p>Gr\u00e2ce aux applications de formation et de centre de contact bas\u00e9es sur le cloud, vous pouvez former et coacher vos \u00e9quipes afin qu&rsquo;elles atteignent le niveau requis pour atteindre vos objectifs CX, quoi qu&rsquo;il arrive. En effet, ils vous permettent de d\u00e9velopper des programmes plus riches et uniques qui r\u00e9pondent pr\u00e9cis\u00e9ment aux situations sp\u00e9cifiques auxquelles sont confront\u00e9es les diff\u00e9rentes \u00e9quipes CX ou aux facteurs externes qui \u00e9chappent \u00e0 votre contr\u00f4le. Vous pourriez, par exemple, cr\u00e9er une formation et un coaching plus personnalis\u00e9s et plus approfondis pour une \u00e9quipe qui ne s&rsquo;occupe que d&rsquo;une seule ligne de produits ou qui ne s&rsquo;occupe que de clients m\u00e9contents.<\/p>\n<p>&nbsp;<\/p>\n<h3>L&rsquo;informatique en nuage permet \u00e9galement \u00e0 quiconque de cr\u00e9er et de dispenser des formations.<\/h3>\n<p>Les formateurs d&rsquo;entreprise sont un atout inestimable pour chaque centre de contact. Mais ce n&rsquo;est qu&rsquo;en d\u00e9mocratisant la formation des agents &#8211; en permettant \u00e0 quiconque d&rsquo;\u00e9laborer un programme et de former d&rsquo;autres agents &#8211; que vous pourrez pr\u00e9parer vos \u00e9quipes de centres de contact \u00e0 toute \u00e9ventualit\u00e9.<\/p>\n<p>Gr\u00e2ce \u00e0 cette libert\u00e9 de formation, vous n&rsquo;avez plus besoin d&rsquo;\u00eatre un formateur professionnel pour cr\u00e9er et dispenser une formation \u00e0 l&rsquo;intention des agents. Au lieu de cela, vos experts en produits ou en processus (PME) &#8211; dont les formateurs d&rsquo;entreprise exploitent souvent les connaissances inn\u00e9es lorsqu&rsquo;ils \u00e9laborent de nouveaux cours &#8211; peuvent d\u00e9velopper et pr\u00e9senter un programme ax\u00e9 sur leur domaine d&rsquo;expertise.<\/p>\n<p>&nbsp;<\/p>\n<p>En compl\u00e9tant votre programme de formation d&rsquo;entreprise existant par des cours en nuage, dirig\u00e9s par des PME et bas\u00e9s sur des sc\u00e9narios sp\u00e9cifiques, vous acc\u00e9l\u00e9rez le rythme auquel une vari\u00e9t\u00e9 de cours importants peuvent \u00eatre \u00e9labor\u00e9s et mis \u00e0 jour. Vous permettez \u00e0 vos \u00e9quipes de r\u00e9agir avec agilit\u00e9 et de s&rsquo;adapter \u00e0 toute situation inattendue, \u00e0 la vol\u00e9e. Et peut-\u00eatre m\u00eame que vous \u00e9viterez quelques \u00e9cueils en cours de route.<\/p>\n<p>&nbsp;<\/p>\n<p>Le nouveau Calabrio ONE est aliment\u00e9 par le nuage, avec un logiciel de gestion de la main-d&rsquo;\u0153uvre de nouvelle g\u00e9n\u00e9ration en son centre &#8211; en<a href=\"mailto:https:\/\/www.calabrio.com\/the-new-calabrio-one\/\">savoir plus<\/a>.<\/p>\n<\/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":203,"featured_media":40198,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-31551","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 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