{"id":31614,"date":"2021-02-08T08:26:30","date_gmt":"2021-02-08T08:26:30","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-1-les-centres-de-contact-alimentes-par-linformatique-dematerialisee-sont-plus-performants\/"},"modified":"2025-05-15T07:04:35","modified_gmt":"2025-05-15T07:04:35","slug":"cx-empowerment-part-1-les-centres-de-contact-alimentes-par-linformatique-dematerialisee-sont-plus-performants","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-1-les-centres-de-contact-alimentes-par-linformatique-dematerialisee-sont-plus-performants\/","title":{"rendered":"CX Empowerment, Part 1 : Les centres de contact aliment\u00e9s par l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e sont plus performants"},"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_9f2ef8d119eec3818de4a2967f03b1b6\"\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 1 : Les centres de contact aliment\u00e9s par l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e sont plus performants<\/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_9f2ef8d119eec3818de4a2967f03b1b6\"] {\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%2Fcx-empowerment-part-1-les-centres-de-contact-alimentes-par-linformatique-dematerialisee-sont-plus-performants%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-1-les-centres-de-contact-alimentes-par-linformatique-dematerialisee-sont-plus-performants%2F&#038;text=CX Empowerment, Part 1 : Les centres de contact aliment\u00e9s par l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e sont plus performants\"\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-1-les-centres-de-contact-alimentes-par-linformatique-dematerialisee-sont-plus-performants%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>Nous sommes tous confront\u00e9s \u00e0 une nouvelle normalit\u00e9, qui persistera sous une forme ou une autre m\u00eame apr\u00e8s notre retour \u00e0 la vie normale. Cela vaut \u00e9galement pour les centres de contact.<\/p>\n<p>&nbsp;<\/p>\n<p>Depuis pr\u00e8s d&rsquo;un an, les organisations de service \u00e0 la client\u00e8le font face \u00e0 des demandes croissantes et inattendues de flexibilit\u00e9 et d&rsquo;agilit\u00e9 en mati\u00e8re d&rsquo;exp\u00e9rience client (CX). Ces demandes temporaires ont \u00e9volu\u00e9 vers un nouveau niveau \u00e9lev\u00e9 de service \u00e0 la client\u00e8le, attendu en permanence par des clients contraints de sacrifier la loyaut\u00e9 du vendeur pour satisfaire des besoins \u00e0 court terme.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est pourquoi tout ce qui s&rsquo;est pass\u00e9 en 2020 a fait changer d&rsquo;avis de nombreux responsables CX qui, avant la pand\u00e9mie, h\u00e9sitaient \u00e0 adopter le cloud comme option de d\u00e9ploiement privil\u00e9gi\u00e9e pour alimenter les op\u00e9rations importantes des centres de contact. Tr\u00e8s vite, il leur est apparu que les entreprises dot\u00e9es de centres de contact aliment\u00e9s par le cloud s&rsquo;adaptaient plus rapidement et avec plus d&rsquo;agilit\u00e9 aux mandats soudains et impr\u00e9vus de travail \u00e0 domicile et de fermeture qui leur \u00e9taient impos\u00e9s. Ils pourraient plus facilement motiver et engager de mani\u00e8re proactive les travailleurs \u00e0 distance qui concilient les horaires de travail avec les responsabilit\u00e9s li\u00e9es \u00e0 la garde d&rsquo;enfants et \u00e0 l&rsquo;apprentissage \u00e0 distance. Ces entreprises ont bien mieux r\u00e9ussi \u00e0 pr\u00e9server &#8211; voire \u00e0 am\u00e9liorer &#8211; leur CX tant convoit\u00e9 pendant une p\u00e9riode d&rsquo;incertitude et de bouleversements.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est aussi pour cette raison que nous, chez Calabrio, avons eu l&rsquo;id\u00e9e de modifier notre propre position sur le cloud.<\/p>\n<p>&nbsp;<\/p>\n<p>Avant 2020, nous avons positionn\u00e9 l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e aux c\u00f4t\u00e9s de ses homologues d\u00e9ploy\u00e9s sur site, sur un pied d&rsquo;\u00e9galit\u00e9. Comme beaucoup d&rsquo;autres, nous \u00e9tions fiers de nous qualifier d&rsquo;\u00a0\u00bbagnostiques\u00a0\u00bb. Nous avons reconnu que les besoins et les pr\u00e9f\u00e9rences technologiques varient d&rsquo;une entreprise \u00e0 l&rsquo;autre. Pour certains d&rsquo;entre eux, la solution \u00ab\u00a0on-prem\u00a0\u00bb reste le meilleur choix.<\/p>\n<p>&nbsp;<\/p>\n<p>Mais avec tout ce que nous avons vu l&rsquo;ann\u00e9e derni\u00e8re, nous ne pensons plus que l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e soit une option \u00e9quivalente \u00e0 l&rsquo;informatique sur site. Nous pensons que le cloud est le meilleur choix pour toutes les organisations de service \u00e0 la client\u00e8le. Le choix le plus strat\u00e9gique. Le bon choix.<\/p>\n<p>&nbsp;<\/p>\n<p>En effet, l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e a beaucoup \u00e9volu\u00e9 ces derni\u00e8res ann\u00e9es. Il en va de m\u00eame pour les solutions de gestion des ressources humaines (WFM) qui en d\u00e9coulent. En cons\u00e9quence :<\/p>\n<ul>\n<li><strong>Les efforts n\u00e9cessaires pour modifier les syst\u00e8mes ne peuvent plus faire obstacle aux entreprises d\u00e9sireuses de fournir \u00e0 leurs clients la qualit\u00e9 de service sup\u00e9rieure qu&rsquo;ils attendent d&rsquo;eux.<\/strong>  Plus t\u00f4t vous passerez \u00e0 l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e, plus vous \u00e9conomiserez du travail et de l&rsquo;argent. Avec Calabrio ONE, vous pouvez m\u00eame laisser les applications existantes sur site lorsque vous d\u00e9placez votre WFM vers le cloud, et migrer ces applications vers le cloud au moment opportun.<\/li>\n<li><strong>Et vous n&rsquo;avez plus besoin d&rsquo;abandonner les fonctionnalit\u00e9s WFM pour passer au cloud.<\/strong>  D\u00e8s le d\u00e9part, Calabrio ONE a \u00e9t\u00e9 con\u00e7u pour fonctionner exactement de la m\u00eame mani\u00e8re dans le nuage que lorsqu&rsquo;il est d\u00e9ploy\u00e9 sur site.<\/li>\n<\/ul>\n<p>Le WFM en nuage offre tout simplement trop d&rsquo;avantages pour qu&rsquo;on puisse les nier.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est pourquoi je suis fier de qualifier Calabrio d&rsquo;entreprise \u00ab\u00a0first-to-cloud and cloud-first\u00a0\u00bb.<\/p>\n<p>&nbsp;<\/p>\n<p>Surveillez les prochains blogs de cette s\u00e9rie \u00ab\u00a0CX Empowerment\u00a0\u00bb, o\u00f9 nous explorerons plus en d\u00e9tail comment les centres de contact en nuage donnent plus de pouvoir aux responsables CX et aux agents que leurs homologues sur site, et comment seul le nuage peut fournir le CX sup\u00e9rieur que les clients fatigu\u00e9s d&rsquo;aujourd&rsquo;hui sont en droit d&rsquo;attendre.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/the-new-calabrio-one\/\">Le 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":234,"featured_media":0,"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-31614","post","type-post","status-publish","format-standard","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 1 : Les centres de contact aliment\u00e9s par l&#039;informatique d\u00e9mat\u00e9rialis\u00e9e sont plus performants | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez pourquoi Calabrio a chang\u00e9 sa position sur le cloud en tant que catalyseur de la gestion de l&#039;engagement du personnel dans ce billet de blog de Ross Daniels, 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