{"id":31602,"date":"2021-02-18T08:58:46","date_gmt":"2021-02-18T08:58:46","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/"},"modified":"2026-03-09T04:52:23","modified_gmt":"2026-03-09T04:52:23","slug":"cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/","title":{"rendered":"CX Empowerment, Part 3 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client depuis n&rsquo;importe o\u00f9"},"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_3fca2b5af3cc029481adb770cbc64a82\"\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\">CX Empowerment, Part 3 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client depuis n&rsquo;importe o\u00f9<\/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_3fca2b5af3cc029481adb770cbc64a82\"] {\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%2Fcx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou%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%2Fcx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou%2F&#038;text=CX Empowerment, Part 3 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client depuis n&rsquo;importe o\u00f9\"\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%2Fcx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou%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 les <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-2-linformatique-dematerialisee-permet-aux-managers-de-diriger-dune-maniere-meilleure-et-nouvelle\/\">deux<\/a> <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/workforce-engagement-management\/cx-empowerment-cloud-does-it-better\/\">premiers<\/a> blogs de cette s\u00e9rie en quatre parties intitul\u00e9e \u00a0\u00bb CX Empowerment \u00ab\u00a0, j&rsquo;ai expliqu\u00e9 pourquoi, chez Calabrio, nous pensons d\u00e9sormais que le cloud et la gestion des ressources humaines (WFM) bas\u00e9e sur le cloud sont les seuls bons choix pour toutes les organisations de service client, et comment seul le cloud permet aux responsables de l&rsquo;exp\u00e9rience client (CX) de diriger d&rsquo;une meilleure et toute nouvelle mani\u00e8re.<\/p>\n<p>&nbsp;<\/p>\n<p>Les responsables ne sont toutefois pas les seuls \u00e0 b\u00e9n\u00e9ficier de l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e dans les centres de contact. L&rsquo;ann\u00e9e derni\u00e8re, nous avons vu des entreprises dot\u00e9es de plateformes WFM modernes et bas\u00e9es sur le cloud comme <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\">Calabrio ONE<\/a> b\u00e9n\u00e9ficier d&rsquo;un meilleur engagement des agents et d&rsquo;une diminution de l&rsquo;attrition des agents pendant une p\u00e9riode d&rsquo;incertitude et de turbulences incroyables.<\/p>\n<p>&nbsp;<\/p>\n<p>En effet, les plates-formes WFM en nuage offrent aux agents la flexibilit\u00e9 et l&rsquo;autonomie dont ils ont besoin pour rester motiv\u00e9s et maintenir des niveaux \u00e9lev\u00e9s de qualit\u00e9 de service, tout en r\u00e9pondant \u00e0 des besoins personnels souvent impr\u00e9visibles.<\/p>\n<p>&nbsp;<\/p>\n<p>Voici pourquoi.<\/p>\n<p>&nbsp;<\/p>\n<h3>Les agents ont plus de contr\u00f4le sur les horaires de travail et sur la dur\u00e9e de ces horaires.<\/h3>\n<p>Avec Calabrio ONE, bas\u00e9 sur le cloud, les agents peuvent plus facilement adapter leur emploi du temps \u00e0 leurs besoins personnels. Les agents peuvent changer d&rsquo;\u00e9quipe plus fr\u00e9quemment. Ils peuvent travailler moins longtemps. Certains agents finissent par travailler plus d&rsquo;heures en raison de la nouvelle flexibilit\u00e9 de programmation que leur offre le cloud.<\/p>\n<p>Par exemple, la capacit\u00e9 d&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/doc\/self-scheduling-data-sheet\/self-scheduling\/\">auto-planification de<\/a> Calabrio permet aux agents de modifier eux-m\u00eames leurs heures de d\u00e9jeuner et de pause, sans qu&rsquo;il soit n\u00e9cessaire d&rsquo;obtenir des approbations manuelles de la part de la direction. La <a href=\"https:\/\/www.calabrio.com\/resource-center\/collateral\/dl-intraday-dynamic-scheduling\/\">planification dynamique intrajournali\u00e8re<\/a> de Calabrio permet aux agents s\u00e9lectionn\u00e9s d&rsquo;ajouter facilement des heures suppl\u00e9mentaires volontaires ou des cong\u00e9s &#8211; ou les deux &#8211; \u00e0 leur emploi du temps comme ils le souhaitent, sur la base des directives \u00e9tablies par l&rsquo;organisation. Les demandes approuv\u00e9es sont automatiquement int\u00e9gr\u00e9es \u00e0 l&#8217;emploi du temps de l&rsquo;agent, puis facilement accessibles \u00e0 la demande via n&rsquo;importe quel appareil mobile.<\/p>\n<p>&nbsp;<\/p>\n<h3>Les agents sont davantage responsabilis\u00e9s.<\/h3>\n<p>Avec Calabrio ONE, bas\u00e9 sur le cloud, les agents sont en mesure de fournir un service client plus coh\u00e9rent et de meilleure qualit\u00e9. Ils disposent de plus de donn\u00e9es lorsqu&rsquo;ils travaillent avec les clients, y compris des informations riches, unifi\u00e9es et en temps r\u00e9el provenant de donn\u00e9es stock\u00e9es dans divers syst\u00e8mes tels que la distribution automatique d&rsquo;appels (DAA), la reconnaissance vocale interactive (RVI), le contr\u00f4le de la qualit\u00e9, la gestion de la relation client (CRM) et les ressources humaines.<\/p>\n<p>Calabrio ONE, par exemple, offre aux agents une vue \u00e0 360 degr\u00e9s de chaque client. Ils peuvent voir combien de fois un client sp\u00e9cifique a appel\u00e9 et si le sentiment du client \u00e9tait positif, n\u00e9gatif ou neutre pour chaque appel. Le tableau de bord des performances des agents de Calabrio ONE permet \u00e9galement aux agents de suivre de mani\u00e8re proactive les progr\u00e8s r\u00e9alis\u00e9s par rapport \u00e0 leurs KPI individuels, afin qu&rsquo;ils puissent corriger le tir et g\u00e9rer eux-m\u00eames leur travail.<\/p>\n<p>&nbsp;<\/p>\n<h3>Les agents peuvent travailler de n&rsquo;importe o\u00f9.<\/h3>\n<p>Avec Calabrio ONE, bas\u00e9 sur le cloud, les agents ne d\u00e9pendent plus d&rsquo;un t\u00e9l\u00e9phone de bureau reli\u00e9 au r\u00e9seau de l&rsquo;entreprise. Ils peuvent se connecter et prendre des appels de pratiquement n&rsquo;importe o\u00f9, en utilisant seulement un ordinateur et un microphone. C&rsquo;est ainsi que seul un WFM bas\u00e9 sur le cloud comme Calabrio ONE permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client, o\u00f9 qu&rsquo;ils se trouvent.<\/p>\n<p>Surveillez le quatri\u00e8me et dernier blog de cette s\u00e9rie \u00ab\u00a0CX Empowerment\u00a0\u00bb, o\u00f9 nous explorerons plus en d\u00e9tail comment seul le nuage peut fournir la CX sup\u00e9rieure que les clients fatigu\u00e9s d&rsquo;aujourd&rsquo;hui sont en droit d&rsquo;attendre.<\/p>\n<p>&nbsp;<\/p>\n<p>Le <a href=\"mailto:https:\/\/www.calabrio.com\/the-new-calabrio-one\/\">nouveau Calabrio ONE<\/a> 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.<\/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":203,"featured_media":4976,"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-31602","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>CX Empowerment, Part 3 : L&#039;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&#039;offrir une meilleure exp\u00e9rience client depuis n&#039;importe o\u00f9 | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez pourquoi les entreprises qui utilisent des plateformes de gestion des effectifs bas\u00e9es sur le cloud comme Calabrio ONE b\u00e9n\u00e9ficient d&#039;un meilleur engagement des agents et d&#039;un taux d&#039;attrition plus faible.\" \/>\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\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CX Empowerment, Part 3 : L&#039;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&#039;offrir une meilleure exp\u00e9rience client depuis n&#039;importe o\u00f9\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/\" \/>\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\" content=\"2021-02-18T08:58:46+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-09T04:52:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1280\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"scotthenderson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@calabrio\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"scotthenderson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/\"},\"author\":{\"name\":\"scotthenderson\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/c5a4255067c7723054424e670ad5c20b\"},\"headline\":\"CX Empowerment, Part 3 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client depuis n&rsquo;importe o\u00f9\",\"datePublished\":\"2021-02-18T08:58:46+00:00\",\"dateModified\":\"2026-03-09T04:52:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/\"},\"wordCount\":23,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg\",\"articleSection\":[\"Analytique\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/\",\"name\":\"CX Empowerment, Part 3 : L'informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d'offrir une meilleure exp\u00e9rience client depuis n'importe o\u00f9 | Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg\",\"datePublished\":\"2021-02-18T08:58:46+00:00\",\"dateModified\":\"2026-03-09T04:52:23+00:00\",\"description\":\"D\u00e9couvrez pourquoi les entreprises qui utilisent des plateformes de gestion des effectifs bas\u00e9es sur le cloud comme Calabrio ONE b\u00e9n\u00e9ficient d'un meilleur engagement des agents et d'un taux d'attrition plus faible.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg\",\"width\":1920,\"height\":1280},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX Empowerment, Part 3 : L&#8217;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&#8217;offrir une meilleure exp\u00e9rience client depuis n&#8217;importe o\u00f9\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"name\":\"Calabrio\",\"description\":\"Workforce Engagement Management Software\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\",\"name\":\"Calabrio\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"width\":1360,\"height\":984,\"caption\":\"Calabrio\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/pages\\\/Calabrio\\\/312159772174664\",\"https:\\\/\\\/x.com\\\/calabrio\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/calabrio\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/c5a4255067c7723054424e670ad5c20b\",\"name\":\"scotthenderson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/6c6889a316f745db6f81e33217f8815232b550f231bbab0f0e9253b3e4c4406b?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/6c6889a316f745db6f81e33217f8815232b550f231bbab0f0e9253b3e4c4406b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/6c6889a316f745db6f81e33217f8815232b550f231bbab0f0e9253b3e4c4406b?s=96&d=mm&r=g\",\"caption\":\"scotthenderson\"},\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/author\\\/scotthenderson\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"CX Empowerment, Part 3 : L'informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d'offrir une meilleure exp\u00e9rience client depuis n'importe o\u00f9 | Calabrio","description":"D\u00e9couvrez pourquoi les entreprises qui utilisent des plateformes de gestion des effectifs bas\u00e9es sur le cloud comme Calabrio ONE b\u00e9n\u00e9ficient d'un meilleur engagement des agents et d'un taux d'attrition plus faible.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/","og_locale":"fr_FR","og_type":"article","og_title":"CX Empowerment, Part 3 : L'informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d'offrir une meilleure exp\u00e9rience client depuis n'importe o\u00f9","og_url":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/","og_site_name":"Calabrio","article_publisher":"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","article_published_time":"2021-02-18T08:58:46+00:00","article_modified_time":"2026-03-09T04:52:23+00:00","og_image":[{"width":1920,"height":1280,"url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg","type":"image\/jpeg"}],"author":"scotthenderson","twitter_card":"summary_large_image","twitter_creator":"@calabrio","twitter_site":"@calabrio","twitter_misc":{"Written by":"scotthenderson","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#article","isPartOf":{"@id":"https:\/\/www.calabrio.com\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/"},"author":{"name":"scotthenderson","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/c5a4255067c7723054424e670ad5c20b"},"headline":"CX Empowerment, Part 3 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client depuis n&rsquo;importe o\u00f9","datePublished":"2021-02-18T08:58:46+00:00","dateModified":"2026-03-09T04:52:23+00:00","mainEntityOfPage":{"@id":"https:\/\/www.calabrio.com\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/"},"wordCount":23,"commentCount":0,"publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg","articleSection":["Analytique"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.calabrio.com\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/","url":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/","name":"CX Empowerment, Part 3 : L'informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d'offrir une meilleure exp\u00e9rience client depuis n'importe o\u00f9 | Calabrio","isPartOf":{"@id":"https:\/\/www.calabrio.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#primaryimage"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg","datePublished":"2021-02-18T08:58:46+00:00","dateModified":"2026-03-09T04:52:23+00:00","description":"D\u00e9couvrez pourquoi les entreprises qui utilisent des plateformes de gestion des effectifs bas\u00e9es sur le cloud comme Calabrio ONE b\u00e9n\u00e9ficient d'un meilleur engagement des agents et d'un taux d'attrition plus faible.","breadcrumb":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#primaryimage","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash.jpg","width":1920,"height":1280},{"@type":"BreadcrumbList","@id":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.calabrio.com\/fr\/"},{"@type":"ListItem","position":2,"name":"CX Empowerment, Part 3 : L&#8217;informatique d\u00e9mat\u00e9rialis\u00e9e permet aux agents d&#8217;offrir une meilleure exp\u00e9rience client depuis n&#8217;importe o\u00f9"}]},{"@type":"WebSite","@id":"https:\/\/www.calabrio.com\/fr\/#website","url":"https:\/\/www.calabrio.com\/fr\/","name":"Calabrio","description":"Workforce Engagement Management Software","publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.calabrio.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/www.calabrio.com\/fr\/#organization","name":"Calabrio","url":"https:\/\/www.calabrio.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","width":1360,"height":984,"caption":"Calabrio"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","https:\/\/x.com\/calabrio","https:\/\/www.linkedin.com\/company\/calabrio"]},{"@type":"Person","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/c5a4255067c7723054424e670ad5c20b","name":"scotthenderson","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/6c6889a316f745db6f81e33217f8815232b550f231bbab0f0e9253b3e4c4406b?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/6c6889a316f745db6f81e33217f8815232b550f231bbab0f0e9253b3e4c4406b?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c6889a316f745db6f81e33217f8815232b550f231bbab0f0e9253b3e4c4406b?s=96&d=mm&r=g","caption":"scotthenderson"},"url":"https:\/\/www.calabrio.com\/fr\/author\/scotthenderson\/"}]}},"featured_image_src":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash-600x400.jpg","featured_image_src_square":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2021\/02\/allgo-an-app-for-plus-size-people-sih3o_24a0m-unsplash-600x600.jpg","author_info":{"display_name":"scotthenderson","author_link":"https:\/\/www.calabrio.com\/fr\/author\/scotthenderson\/"},"_links":{"self":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts\/31602","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/users\/203"}],"replies":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/comments?post=31602"}],"version-history":[{"count":0,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts\/31602\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/media\/4976"}],"wp:attachment":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/media?parent=31602"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/categories?post=31602"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/tags?post=31602"},{"taxonomy":"blog-languages","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/blog-languages?post=31602"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}