{"id":31560,"date":"2021-04-02T08:59:18","date_gmt":"2021-04-02T08:59:18","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-3-le-cloud-favorise-un-meilleur-coaching-en-temps-reel-et-un-developpement-continu\/"},"modified":"2026-03-09T04:56:13","modified_gmt":"2026-03-09T04:56:13","slug":"formation-cx-partie-3-le-cloud-favorise-un-meilleur-coaching-en-temps-reel-et-un-developpement-continu","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-3-le-cloud-favorise-un-meilleur-coaching-en-temps-reel-et-un-developpement-continu\/","title":{"rendered":"Formation CX, partie 3 : Le cloud favorise un meilleur coaching en temps r\u00e9el et un d\u00e9veloppement continu"},"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_88a9673f9f3cf05e3907249e9771e975\"\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 3 : Le cloud favorise un meilleur coaching en temps r\u00e9el et un d\u00e9veloppement continu<\/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_88a9673f9f3cf05e3907249e9771e975\"] {\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-3-le-cloud-favorise-un-meilleur-coaching-en-temps-reel-et-un-developpement-continu%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-3-le-cloud-favorise-un-meilleur-coaching-en-temps-reel-et-un-developpement-continu%2F&#038;text=Formation CX, partie 3 : Le cloud favorise un meilleur coaching en temps r\u00e9el et un d\u00e9veloppement continu\"\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-3-le-cloud-favorise-un-meilleur-coaching-en-temps-reel-et-un-developpement-continu%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 <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/formation-cx-partie-2-le-cloud-favorise-un-programme-dembauche-plus-efficace-et-de-meilleure-qualite\/\">mon dernier blog sur la formation CX<\/a>, j&rsquo;ai expliqu\u00e9 comment les technologies de centre de contact et de formation bas\u00e9es sur le cloud aident les marques \u00e0 mieux fid\u00e9liser des clients de plus en plus inconstants, car elles offrent un tout nouveau champ de possibilit\u00e9s en mati\u00e8re de formation et d&rsquo;accompagnement des nouveaux employ\u00e9s.<\/p>\n<p>&nbsp;<\/p>\n<p>Cependant, les applications bas\u00e9es sur le cloud offrent \u00e9galement une gamme de plus en plus riche d&rsquo;avantages pour le coaching en temps r\u00e9el et le d\u00e9veloppement continu des agents existants, en particulier si vous g\u00e9rez une main-d&rsquo;\u0153uvre d&rsquo;agents dispers\u00e9s comme c&rsquo;est le cas dans de nombreuses entreprises aujourd&rsquo;hui. C&rsquo;est ce type de formation continue amplifi\u00e9e qui permet aux agents d&rsquo;\u00eatre hautement qualifi\u00e9s et de s&rsquo;adapter \u00e0 toutes sortes de sc\u00e9narios changeants.<\/p>\n<p>&nbsp;<\/p>\n<p>Voici pourquoi.<\/p>\n<p>&nbsp;<\/p>\n<h4>Le cloud permet \u00e0 tout manager d&rsquo;encadrer plus sp\u00e9cifiquement et efficacement ses agents.<\/h4>\n<p>Les applications bas\u00e9es sur le cloud offrent aux responsables une visibilit\u00e9 accrue de l&rsquo;environnement du centre de contact, afin qu&rsquo;ils puissent voir pr\u00e9cis\u00e9ment ce qui se passe et o\u00f9 se situent les probl\u00e8mes. Gr\u00e2ce \u00e0 ces informations, les responsables peuvent rapidement et \u00e0 peu de frais cr\u00e9er et proposer un coaching personnalis\u00e9 qui r\u00e9sout les probl\u00e8mes sp\u00e9cifiques rencontr\u00e9s par certains agents et qui permet \u00e0 tous les agents de se perfectionner en fonction de l&rsquo;\u00e9volution des sc\u00e9narios. Les gestionnaires peuvent faire tout cela, facilement, o\u00f9 qu&rsquo;ils se trouvent.<\/p>\n<p>Les applications bas\u00e9es sur le cloud permettent \u00e9galement aux responsables de d\u00e9montrer plus facilement les nouvelles comp\u00e9tences et les meilleures pratiques, et de partager des enregistrements montrant de vrais agents en train de les mettre en pratique lors d&rsquo;appels r\u00e9els. Gr\u00e2ce \u00e0 l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e, les responsables peuvent \u00e9galement am\u00e9liorer la formation de tous les agents qui fournissent un service \u00e0 la client\u00e8le au nom de leur entreprise, et pas seulement les agents \u00e0 temps plein ou les agents les plus proches d&rsquo;eux.<\/p>\n<p>&nbsp;<\/p>\n<h4>L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents, o\u00f9 qu&rsquo;ils se trouvent, de perfectionner leurs comp\u00e9tences et d&rsquo;en acqu\u00e9rir de nouvelles.<\/h4>\n<p>Les applications bas\u00e9es sur le cloud permettent \u00e0 tous les agents, quel que soit leur lieu de travail, de se tenir au courant des nouveaux processus et flux de travail des centres de contact, tout en d\u00e9couvrant et en d\u00e9veloppant de nouvelles comp\u00e9tences.<\/p>\n<p>En effet, l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux responsables des centres de contact de modifier enti\u00e8rement leur approche du d\u00e9veloppement continu des agents existants. Ils n&rsquo;ont plus besoin d&rsquo;attendre une raison imp\u00e9rieuse ou un grand \u00e9v\u00e9nement pour r\u00e9unir et former tous les agents en m\u00eame temps. Gr\u00e2ce \u00e0 l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e, les dirigeants peuvent assurer la pr\u00e9paration permanente de leurs agents en dispensant \u00e0 distance des formations qui peuvent porter sur des domaines de changement plus ou moins importants, et \u00eatre dispens\u00e9es et r\u00e9p\u00e9t\u00e9es aussi souvent que n\u00e9cessaire.<\/p>\n<p>&nbsp;<\/p>\n<h4>Le cloud permet aux agents d&rsquo;apprendre \u00e0 leur rythme, selon leur emploi du temps.<\/h4>\n<p>L&rsquo;informatique en nuage permet \u00e9galement aux formateurs et aux responsables de proposer des cours, du coaching ou des d\u00e9monstrations sous forme de programmes \u00e0 la demande que les agents peuvent suivre au moment et \u00e0 l&rsquo;endroit qui leur conviennent le mieux.<\/p>\n<p>Chaque agent, par exemple, pourrait choisir de suivre une nouvelle formation obligatoire sur la s\u00e9curit\u00e9 ou les processus pendant ses propres heures de repos. Avec une approche \u00e0 la demande, vos niveaux de service &#8211; et votre exp\u00e9rience client &#8211; n&rsquo;ont pas \u00e0 se d\u00e9grader parce que les agents quittent leur bureau pour suivre une formation obligatoire.<\/p>\n<p>&nbsp;<\/p>\n<p>Surveillez mon dernier blog dans cette s\u00e9rie \u00ab\u00a0Formation CX\u00a0\u00bb, o\u00f9 nous explorerons comment les applications bas\u00e9es sur le cloud pr\u00e9parent mieux les \u00e9quipes des centres de contact \u00e0 tout ce que demain leur r\u00e9serve.<\/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":40194,"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-31560","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 v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Formation CX, partie 3 : Le cloud favorise un meilleur coaching en temps r\u00e9el et un d\u00e9veloppement continu | Calabrio<\/title>\n<meta name=\"description\" content=\"Les applications bas\u00e9es sur le cloud donnent aux responsables une visibilit\u00e9 sur l&#039;environnement du centre de contact, afin qu&#039;ils puissent voir ce qui se passe et 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