{"id":36052,"date":"2020-11-30T13:32:02","date_gmt":"2020-11-30T13:32:02","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/sayonara-auf-wiedersehen-au-revoir-a-2020-que-nous-reserve-lannee-2021\/"},"modified":"2026-01-19T06:48:11","modified_gmt":"2026-01-19T06:48:11","slug":"sayonara-auf-wiedersehen-au-revoir-a-2020-que-nous-reserve-lannee-2021","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/sayonara-auf-wiedersehen-au-revoir-a-2020-que-nous-reserve-lannee-2021\/","title":{"rendered":"Sayonara, auf wiedersehen, au revoir \u00e0 2020. Que nous r\u00e9serve l&rsquo;ann\u00e9e 2021 ?"},"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_0edfe9e0f4eb589a8811d2c95cefc960\"\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\">Sayonara, auf wiedersehen, au revoir \u00e0 2020. Que nous r\u00e9serve l&rsquo;ann\u00e9e 2021 ?<\/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_0edfe9e0f4eb589a8811d2c95cefc960\"] {\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%2Fsayonara-auf-wiedersehen-au-revoir-a-2020-que-nous-reserve-lannee-2021%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%2Fsayonara-auf-wiedersehen-au-revoir-a-2020-que-nous-reserve-lannee-2021%2F&#038;text=Sayonara, auf wiedersehen, au revoir \u00e0 2020. Que nous r\u00e9serve l&rsquo;ann\u00e9e 2021 ?\"\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%2Fsayonara-auf-wiedersehen-au-revoir-a-2020-que-nous-reserve-lannee-2021%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>La crise sanitaire du COVID-19 a boulevers\u00e9 le paysage des entreprises et le monde du travail. Dans les centres de contact, le nombre d&#8217;employ\u00e9s travaillant \u00e0 distance n&rsquo;a jamais \u00e9t\u00e9 aussi \u00e9lev\u00e9, tandis que les attentes des clients ont atteint leur plus haut niveau depuis que la connectivit\u00e9 \u00e0 l&rsquo;internet et la r\u00e9volution des smartphones ont tout transform\u00e9.<\/p>\n<p>L&rsquo;ann\u00e9e a \u00e9t\u00e9 difficile, mais les d\u00e9fis qu&rsquo;elle a pos\u00e9s ont chang\u00e9 la donne et ont pouss\u00e9 le secteur \u00e0 innover \u00e0 un rythme effr\u00e9n\u00e9 &#8211; et il n&rsquo;y a pas de retour en arri\u00e8re possible.<\/p>\n<p>Alors que l&rsquo;ann\u00e9e 2020 touche \u00e0 sa fin et que nous disons au revoir \u00e0 une ann\u00e9e riche en enseignements et en changements inattendus, c&rsquo;est l&rsquo;occasion id\u00e9ale de prendre du recul et de tirer les le\u00e7ons du pass\u00e9, puis d&rsquo;aller de l&rsquo;avant avec une confiance renouvel\u00e9e.<\/p>\n<h2>Enseignements tir\u00e9s<\/h2>\n<p>Les principaux enseignements de 2020 sont, de loin, les suivants :<\/p>\n<ul>\n<li><strong>Le travail \u00e0 distance est l\u00e0 pour rester.<\/strong>\n<ul>\n<li>La pand\u00e9mie a finalement mis fin au d\u00e9bat sur le travail \u00e0 distance ou \u00e0 domicile, qui durait depuis des d\u00e9cennies. Selon un r\u00e9cent sondage Gallup, pr\u00e8s de deux tiers des travailleurs am\u00e9ricains qui ont travaill\u00e9 \u00e0 distance pendant la pand\u00e9mie souhaiteraient continuer \u00e0 le faire. Cette tendance devrait se poursuivre, car plusieurs r\u00e9gions des \u00c9tats-Unis connaissent d\u00e9j\u00e0 une deuxi\u00e8me vague en raison de l&rsquo;apparition r\u00e9cente de foyers.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Si vous n&rsquo;\u00e9tiez pas encore dans le nuage, vous l&rsquo;\u00eates d\u00e9sormais.<\/strong>\n<ul>\n<li>Nombre de nos clients nous disent que les organisations dot\u00e9es d&rsquo;une infrastructure sur site ont souvent eu du mal \u00e0 faire face au nombre consid\u00e9rable d&rsquo;appels qui ont inond\u00e9 leur centre de contact au cours des derniers mois. L&rsquo;agilit\u00e9 est le mot d&rsquo;ordre, et la possibilit\u00e9 d&rsquo;augmenter ou de diminuer les capacit\u00e9s de mani\u00e8re flexible, avec un temps de fonctionnement garanti \u00e0 99,9 % et une s\u00e9curit\u00e9 totale, signifie qu&rsquo;il n&rsquo;y a vraiment pas de meilleur moment pour passer \u00e0 l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e.<\/li>\n<\/ul>\n<\/li>\n<li><strong>Les demandes des clients sont plus nombreuses et plus complexes.<\/strong>\n<ul>\n<li>L&rsquo;une des principales conclusions d&rsquo;une <a href=\"https:\/\/info.calabrio.com\/how-to-embrace-the-evolving-world-of-work\/\">r\u00e9cente enqu\u00eate de Calabrio<\/a> est que la pand\u00e9mie a suscit\u00e9 des attentes accrues de la part des clients, et que trois personnes interrog\u00e9es sur quatre pensent que cette situation perdurera longtemps apr\u00e8s la fin de la crise. La pand\u00e9mie a \u00e9galement r\u00e9v\u00e9l\u00e9 que les agents sont g\u00e9n\u00e9ralement l&rsquo;option pr\u00e9f\u00e9r\u00e9e aux solutions en libre-service. \u00c0 l&rsquo;avenir, le v\u00e9ritable d\u00e9fi consistera \u00e0 trouver un \u00e9quilibre entre la personnalisation de la CX et l&rsquo;encouragement du libre-service, afin de r\u00e9duire les co\u00fbts op\u00e9rationnels g\u00e9n\u00e9ralement associ\u00e9s \u00e0 des volumes d&rsquo;appels \u00e9lev\u00e9s et de r\u00e9pondre aux attentes accrues des clients.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Que nous r\u00e9serve l&rsquo;ann\u00e9e 2021 ?<\/h2>\n<p>En gardant ces le\u00e7ons \u00e0 l&rsquo;esprit, l&rsquo;ann\u00e9e prochaine promet d&rsquo;\u00eatre un exercice d&rsquo;\u00e9quilibre d\u00e9licat entre la motivation du personnel et la mise en place de processus op\u00e9rationnels optimaux et d&rsquo;une exp\u00e9rience client (CX) encore meilleure. Voici trois pr\u00e9visions pour 2021 :<\/p>\n<ul>\n<li><strong>Le bien-\u00eatre des agents occupera le devant de la sc\u00e8ne.<\/strong>\n<ul>\n<li>En 2021, de plus en plus de centres de contact continueront \u00e0 travailler \u00e0 domicile. Les comp\u00e9tences des agents sont appel\u00e9es \u00e0 \u00e9voluer, car le personnel de premi\u00e8re ligne doit de plus en plus s&rsquo;autog\u00e9rer et r\u00e9soudre les probl\u00e8mes de mani\u00e8re autonome. Ils devront \u00e9galement relever des d\u00e9fis techniques et ma\u00eetriser les outils de collaboration en nuage pour devenir un nouveau type de superagent. Dans le m\u00eame temps, les centres de contact auront acc\u00e8s \u00e0 un vivier de talents plus large, car les trajets domicile-travail ou les handicaps physiques ne constitueront plus un obstacle au recrutement en 2021. Cela signifie donc que des horaires flexibles et des outils d&rsquo;engagement seront essentiels pour recruter et retenir les meilleurs agents, o\u00f9 qu&rsquo;ils se trouvent.<\/li>\n<\/ul>\n<\/li>\n<li><strong>L&rsquo;adoption de l&rsquo;analytique va continuer \u00e0 s&rsquo;acc\u00e9l\u00e9rer, pour les agents et les clients.<\/strong>\n<ul>\n<li>En 2020, le passage au travail \u00e0 distance et la diminution des contacts personnels ont clairement montr\u00e9 qu&rsquo;il est essentiel de savoir plut\u00f4t que de deviner ou de se fier \u00e0 son instinct pour anticiper les besoins des employ\u00e9s et des clients afin de les satisfaire et de les fid\u00e9liser. Les outils d&rsquo;analyse les plus r\u00e9cents deviendront essentiels pour recueillir les informations internes et externes n\u00e9cessaires \u00e0 l&rsquo;autonomisation du personnel de premi\u00e8re ligne et \u00e0 l&rsquo;obtention d&rsquo;un avantage concurrentiel &#8211; que ce soit par le biais d&rsquo;analyses de bureau r\u00e9v\u00e9latrices, d&rsquo;analyses des sentiments des employ\u00e9s et de pr\u00e9dicteurs de stress ou d&rsquo;innovations sophistiqu\u00e9es dans le domaine de la voix du client (VoC). En utilisant l&rsquo;analytique sous toutes ses formes pour analyser rapidement le sentiment des interactions avec les clients, les centres de contact obtiendront enfin la visibilit\u00e9 dont ils ont besoin pour anticiper et pr\u00e9dire les besoins des clients et am\u00e9liorer leur propre profil au sein des organisations.<\/li>\n<\/ul>\n<\/li>\n<li><strong>L&rsquo;\u00e9volution des parcours des clients va maintenir tout le monde sur le qui-vive.<\/strong>\n<ul>\n<li>Comme de plus en plus de centres de contact utilisent des mesures en temps r\u00e9el pour g\u00e9rer le CX au fur et \u00e0 mesure qu&rsquo;il se produit, il ne sera plus acceptable d&rsquo;utiliser d&rsquo;anciennes donn\u00e9es pour prendre des d\u00e9cisions. L&rsquo;essor du commerce \u00e9lectronique et l&rsquo;adoption rapide des services num\u00e9riques ont modifi\u00e9 le comportement des clients. Cette \u00e9volution vers les canaux num\u00e9riques devrait se poursuivre \u00e0 moyen et long terme, ce qui fait qu&rsquo;il est plus important que jamais pour les entreprises de repenser en permanence la mani\u00e8re dont elles s&rsquo;adressent \u00e0 leurs clients. Dans le m\u00eame temps, la r\u00e9ticence persistante des clients \u00e0 se rendre dans les magasins continuera \u00e0 stimuler la demande d&rsquo;achats en ligne et la forte augmentation des volumes de commandes et des retards de livraison entra\u00eenera in\u00e9vitablement une augmentation des demandes d&rsquo;information dans les centres de contact.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Que vous r\u00e9serve 2021 ? Pour en savoir plus sur notre orientation et nos id\u00e9es, t\u00e9l\u00e9chargez le dernier rapport de Calabrio <a href=\"https:\/\/info.calabrio.com\/how-to-embrace-the-evolving-world-of-work\/\">intitul\u00e9 \u00ab\u00a0Embrasser l&rsquo;\u00e9volution du monde du travail\u00a0\u00bb.<\/a><\/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":252,"featured_media":39777,"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-36052","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Sayonara, auf wiedersehen, au revoir \u00e0 2020. 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