{"id":35921,"date":"2018-06-21T09:44:52","date_gmt":"2018-06-21T09:44:52","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/superagents-6-raisons-de-se-rejouir\/"},"modified":"2025-09-02T05:57:20","modified_gmt":"2025-09-02T05:57:20","slug":"superagents-6-raisons-de-se-rejouir","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/superagents-6-raisons-de-se-rejouir\/","title":{"rendered":"Superagents &#8211; 6 raisons de se r\u00e9jouir"},"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_a8698343aa2b31f2cd6428d2514ee0c5\"\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\">Superagents &#8211; 6 raisons de se r\u00e9jouir<\/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_a8698343aa2b31f2cd6428d2514ee0c5\"] {\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%2Fsuperagents-6-raisons-de-se-rejouir%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%2Fsuperagents-6-raisons-de-se-rejouir%2F&#038;text=Superagents &#8211; 6 raisons de se r\u00e9jouir\"\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%2Fsuperagents-6-raisons-de-se-rejouir%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'><em>Plut\u00f4t que de craindre que les robots ne prennent le contr\u00f4le du centre de contact, Nick Smith, de Calabrio, estime qu&rsquo;il est temps d&rsquo;exploiter la puissance des deux mondes pour am\u00e9liorer l&rsquo;exp\u00e9rience des clients. Il pr\u00e9sente ici six raisons de c\u00e9l\u00e9brer les superagents d&rsquo;aujourd&rsquo;hui.<\/em><\/p>\n<p>Vous entendez souvent parler de la lutte entre l&rsquo;homme et la machine et des robots qui prennent la place des agents dans le centre de contact, mais ce n&rsquo;est pas aussi noir ou blanc. Selon le Dr Nicola Millard de BT, le sc\u00e9nario le plus probable est celui de \u00ab\u00a0l&rsquo;homme plus la machine\u00a0\u00bb, une combinaison gagnante o\u00f9 \u00ab\u00a0<a href=\"https:\/\/www.findataai.com\/wp-content\/uploads\/2017\/09\/Botman-Vs-SuperAgent-Whitepaper_final.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">des personnes intelligentes associ\u00e9es \u00e0 des machines intelligentes ont le pouvoir de nous surpasser<\/a>\u00ab\u00a0.<\/p>\n<p>Notre propre exp\u00e9rience \u00e0 Calabrio sugg\u00e8re que les agents humains et l&rsquo;intelligence artificielle (IA) ont tous deux un r\u00f4le important \u00e0 jouer. D&rsquo;une part, l&rsquo;IA et les chatbots r\u00e9volutionnent simultan\u00e9ment le service client et \u00e9l\u00e8vent le statut des agents. Par exemple, WeChat, en Chine, est l&rsquo;un des pionniers les plus r\u00e9ussis des chatbots. Il fournit 10 millions d&rsquo;entreprises et permet aux gens de h\u00e9ler un taxi, de commander de la nourriture, de payer une facture et de prendre un rendez-vous chez le m\u00e9decin sans intervention humaine. D&rsquo;autre part, la qualit\u00e9 de l&rsquo;IA d\u00e9pend des donn\u00e9es qui l&rsquo;alimentent et les choses que l&rsquo;IA trouve difficiles sont les qualit\u00e9s qui rendent les humains uniques : la conversation, l&#8217;empathie, la cr\u00e9ativit\u00e9, l&rsquo;intuition et la n\u00e9gociation.<\/p>\n<h5><strong>La solution miracle pour le parcours client d&rsquo;aujourd&rsquo;hui<\/strong><\/h5>\n<p>La combinaison de l&rsquo;IA et d&rsquo;agents humains bien programm\u00e9s, dot\u00e9s des bonnes comp\u00e9tences, pourrait \u00eatre la solution miracle pour un service client efficace, mais les agents sont-ils pr\u00eats \u00e0 prendre en charge le parcours client d&rsquo;aujourd&rsquo;hui ? Lorsqu&rsquo;un client parvient \u00e0 parler \u00e0 un agent en direct, il y a de fortes chances qu&rsquo;il ait d\u00e9j\u00e0 utilis\u00e9 votre application mobile, cherch\u00e9 des r\u00e9ponses sur votre site web et parcouru de nombreux clips YouTube en vain. Ils sont frustr\u00e9s et veulent parler \u00e0 quelqu&rsquo;un qui conna\u00eet toutes les \u00e9tapes qu&rsquo;ils ont franchies, les raisons de leur frustration et la mani\u00e8re de r\u00e9soudre leur probl\u00e8me \u00e0 partir d&rsquo;une seule rencontre avec un \u00eatre humain. En bref, ils recherchent un superagent !<\/p>\n<p>Pour cr\u00e9er une \u00e9quipe de superagents, les entreprises doivent repenser leur environnement d&rsquo;apprentissage, capturer une r\u00e9serve de talents \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise dans une solution centralis\u00e9e de gestion des effectifs (WFM), puis ajouter l&rsquo;<a href=\"https:\/\/bit.ly\/1SF0bxa\" target=\"_blank\" rel=\"noopener noreferrer\">adh\u00e9sion en temps r\u00e9el (RTA)<\/a> pour r\u00e9affecter les temps morts \u00e0 la formation. Gr\u00e2ce \u00e0 des pr\u00e9visions avanc\u00e9es, \u00e0 la programmation et \u00e0 la gestion des comp\u00e9tences, les agents humains resteront plus productifs et plus utiles que les robots ne pourront jamais l&rsquo;\u00eatre. Regardons de plus pr\u00e8s.<\/p>\n<h5><strong>Six raisons de c\u00e9l\u00e9brer les superagents<\/strong><\/h5>\n<ol>\n<li><strong>Traiter des conversations complexes &#8211; <\/strong>de mani\u00e8re contre-intuitive, la num\u00e9risation a rehauss\u00e9 le r\u00f4le de l&rsquo;agent du centre de contact et les entreprises paient une prime pour cette nouvelle race de superagents. Aujourd&rsquo;hui, les appels trait\u00e9s par les agents sont plus longs, plus complexes et n\u00e9cessitent un jugement moral et de l&#8217;empathie. De plus, alors que l&rsquo;ordinateur \u00ab\u00a0dit non\u00a0\u00bb, les humains ont le pouvoir de n\u00e9gocier des r\u00e9sultats mutuellement acceptables pour les clients, ce qui permet d&rsquo;am\u00e9liorer leur satisfaction et leur rentabilit\u00e9.<\/li>\n<li><strong>Intelligence \u00e9motionnelle &#8211; <\/strong>\u00e9tant en premi\u00e8re ligne, les agents ont l&rsquo;avantage d&rsquo;\u00eatre en contact direct avec les clients, ce qui leur permet de comprendre les d\u00e9clencheurs \u00e9motionnels qui sous-tendent leurs attentes. Les meilleurs agents seront \u00e9galement capables de lire une conversation, par exemple avec un chatbot, avant de reprendre sans interruption avec le client. Les organisations avis\u00e9es associent alors l&rsquo;intuition des agents aux preuves scientifiques de la technologie d&rsquo;analyse de la parole afin d&rsquo;am\u00e9liorer les futures conversations avec les clients.<\/li>\n<li><strong>Collaboration &#8211; les <\/strong>agents performants travaillent en \u00e9troite collaboration avec d&rsquo;autres services pour obtenir les r\u00e9ponses et le soutien dont ils ont besoin pour sortir des sentiers battus et trouver leurs propres id\u00e9es pour satisfaire les clients. Aidez les agents \u00e0 s&rsquo;engager de mani\u00e8re proactive au sein de l&rsquo;organisation en leur fournissant un ensemble efficace d&rsquo;outils de collaboration tels que le chat interne et les m\u00e9dias sociaux d&rsquo;entreprise.<\/li>\n<li><strong>Flexibilit\u00e9 &#8211; <\/strong>la beaut\u00e9 du cerveau humain r\u00e9side dans sa capacit\u00e9 d&rsquo;adaptation. Si une solution ne convient pas \u00e0 un client, les agents peuvent utiliser tous leurs pouvoirs de conversation, d&#8217;empathie, de cr\u00e9ativit\u00e9, d&rsquo;intuition et de n\u00e9gociation pour trouver la bonne solution. Ajoutez ensuite la technologie WFM au m\u00e9lange pour produire des horaires flexibles et g\u00e9rer efficacement vos pr\u00e9cieux talents et ressources.<\/li>\n<li><strong>Tact et diplomatie &#8211;<\/strong> c&rsquo;est ici que la touche humaine prend tout son sens, car les robots pilot\u00e9s par l&rsquo;IA apprennent des r\u00e9ponses en fonction des donn\u00e9es qui leur sont fournies, mais les humains peuvent interpr\u00e9ter ces donn\u00e9es et agir en cons\u00e9quence pour offrir des interactions hautement personnalis\u00e9es avec les clients. Les services d&rsquo;urgence et les organisations qui re\u00e7oivent une grande proportion de demandes \u00e9motionnelles ou complexes s&rsquo;appuieront toujours sur des \u00eatres humains pour r\u00e9pondre aux besoins sp\u00e9cifiques de leurs clients et mener des conversations sensibles, pleines de tact et diplomatiques.<\/li>\n<li><strong>\u00catre humain, tout simplement ! &#8211;  <\/strong>un bon service \u00e0 la client\u00e8le commence par des personnes plut\u00f4t que par des machines. Ce sont vos agents humains qui savent si les clients sont satisfaits et quels canaux ils pr\u00e9f\u00e8rent, et ce sont leurs responsables humains qui agiront en fonction du retour d&rsquo;information des clients, am\u00e9lioreront les scripts d&rsquo;appel et la formation des agents, puis renforceront les processus op\u00e9rationnels qui g\u00e8rent de mani\u00e8re proactive les situations pr\u00e9visibles et r\u00e9solvent les probl\u00e8mes rapidement.<\/li>\n<\/ol>\n<p>Bien s\u00fbr, l&rsquo;<a href=\"https:\/\/bit.ly\/2k6OX8B\" target=\"_blank\" rel=\"noopener noreferrer\">IA transforme radicalement les interactions avec les clients<\/a>, mais rien ne remplace le contact humain lorsqu&rsquo;il s&rsquo;agit de conclure des appels de vente ou d&rsquo;offrir une exp\u00e9rience client exceptionnelle et personnelle.<\/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":274,"featured_media":5394,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-35921","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>Superagents - 6 raisons de se r\u00e9jouir | Calabrio<\/title>\n<meta name=\"description\" content=\"Plut\u00f4t que de craindre que les robots ne prennent le contr\u00f4le du centre de contact, Nick Smith, de Calabrio, estime qu&#039;il est temps d&#039;exploiter la puissance des deux mondes pour am\u00e9liorer l&#039;exp\u00e9rience des clients. 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