{"id":36075,"date":"2021-12-15T11:53:54","date_gmt":"2021-12-15T11:53:54","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/3-facons-de-gagner-le-bras-de-fer-technologique\/"},"modified":"2026-03-04T05:37:59","modified_gmt":"2026-03-04T05:37:59","slug":"3-facons-de-gagner-le-bras-de-fer-technologique","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/3-facons-de-gagner-le-bras-de-fer-technologique\/","title":{"rendered":"3 fa\u00e7ons de gagner le bras de fer technologique"},"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_9102e361c9b2edb3c4941363a65adb34\"\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\">3 fa\u00e7ons de gagner le bras de fer technologique<\/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_9102e361c9b2edb3c4941363a65adb34\"] {\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%2F3-facons-de-gagner-le-bras-de-fer-technologique%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%2F3-facons-de-gagner-le-bras-de-fer-technologique%2F&#038;text=3 fa\u00e7ons de gagner le bras de fer technologique\"\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%2F3-facons-de-gagner-le-bras-de-fer-technologique%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=\"\/\/www.calabrio.com\/wfo\/contact-center-reporting\/how-to-embrace-the-double-edged-expectations-of-your-customers\/\" target=\"_blank\" rel=\"noopener\">notre dernier blog<\/a>, nous avons r\u00e9v\u00e9l\u00e9 que les clients recherchent la rapidit\u00e9, la commodit\u00e9 et l&#8217;empathie \u00e9motionnelle lorsqu&rsquo;ils interagissent avec leurs marques pr\u00e9f\u00e9r\u00e9es. C&rsquo;est un paradoxe qui menace le statu quo du centre de contact d&rsquo;aujourd&rsquo;hui.<\/p>\n<p>Ces attentes \u00e0 double tranchant de la part des clients repr\u00e9sentent \u00e9galement une opportunit\u00e9 unique de responsabiliser les agents et d&rsquo;am\u00e9liorer le CX. Il est temps de gagner le bras de fer avec la technologie des centres de contact. Dans ce blog, nous mettons l&rsquo;accent sur la technologie et sur la mani\u00e8re de l&rsquo;utiliser efficacement, en ajoutant une touche humaine aux interactions num\u00e9riques.<\/p>\n<h2><strong>Le bras de fer technologique<\/strong><\/h2>\n<p>Tout comme les attentes des clients refl\u00e8tent un contraste frappant entre les besoins et les d\u00e9sirs, il existe des points de vue contradictoires sur la fa\u00e7on dont la technologie des centres de contact soutient les agents dans le centre de contact. En fait, 45 % des agents affirment qu&rsquo;ils disposent de la bonne technologie et seulement 9 % disent que la technologie les freine. En outre, 40 % des agents affirment que le \u00ab\u00a0manque d&rsquo;outils\u00a0\u00bb est la raison la plus fr\u00e9quente pour laquelle ils ne parviennent pas \u00e0 r\u00e9soudre le probl\u00e8me d&rsquo;un client.<\/p>\n<p>Cela s&rsquo;explique principalement par le fait qu&rsquo;ils ne disposent pas des<a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/are-contact-centers-missing-out-on-customer-data\/\" target=\"_blank\" rel=\"noopener\">bonnes donn\u00e9es sur les clients<\/a> pour fournir une r\u00e9ponse rapide et personnalis\u00e9e. C&rsquo;est une lutte acharn\u00e9e entre ce qui fonctionne et ce qui ne fonctionne pas, entre ce dont les agents pensent avoir besoin et ce qu&rsquo;ils ont en r\u00e9alit\u00e9.<\/p>\n<h2><strong>M\u00eames objectifs, m\u00eames d\u00e9fis<\/strong><\/h2>\n<p>Bien que la rapidit\u00e9 de l&rsquo;omni-canal et les relations humaines approfondies puissent sembler oppos\u00e9es, elles ont en commun trois d\u00e9fis majeurs :<\/p>\n<ul>\n<li>Canaux non unifi\u00e9s<\/li>\n<li>Utilisation insuffisante ou infructueuse de l&rsquo;automatisation<\/li>\n<li>L&rsquo;intelligence artificielle (IA) et les syst\u00e8mes ne collectent pas suffisamment de donn\u00e9es sur le comportement des clients et des agents (y compris les scores de sentiment).<\/li>\n<\/ul>\n<h2><strong>3 fa\u00e7ons de gagner le bras de fer technologique<\/strong><\/h2>\n<p>Les centres de contact peuvent adopter des strat\u00e9gies technologiques pour aider \u00e0 humaniser leurs interactions avec les clients \u00e0 l&rsquo;\u00e8re du num\u00e9rique. Voici notre liste de contr\u00f4le en trois points :<\/p>\n<h3><strong>1. Casser les silos de donn\u00e9es <\/strong><\/h3>\n<p>La r\u00e9alit\u00e9 est que la plupart des centres de contact ont encore des <a href=\"https:\/\/www.calabrio.com\/products\/data-management\/\" target=\"_blank\" rel=\"noopener\">syst\u00e8mes de donn\u00e9es et des donn\u00e9es clients fortement cloisonn\u00e9s<\/a>. Pr\u00e8s de la moiti\u00e9 des centres de contact d\u00e9clarent que leur plus grand d\u00e9fi technologique r\u00e9side dans le fait que les canaux ne sont pas unifi\u00e9s. Ils n&rsquo;ont donc qu&rsquo;une visibilit\u00e9 m\u00e9diocre de leurs clients.<\/p>\n<p>En outre, les entreprises consid\u00e8rent que la d\u00e9connexion entre les \u00e9quipes informatiques et celles des centres de contact est leur principal probl\u00e8me technologique. Recherchez des plateformes technologiques de centre de contact qui permettent aux agents de voir et de suivre leurs clients sur tous les canaux et points de contact. Cette visibilit\u00e9 \u00e0 360\u00b0 permet d&rsquo;\u00e9tablir la connexion qui d\u00e9finit une v\u00e9ritable exp\u00e9rience omnicanale.<\/p>\n<p>Il permet aux agents de disposer du contexte et de l&rsquo;exp\u00e9rience n\u00e9cessaires pour fournir un service exceptionnel. De plus, il <a href=\"https:\/\/www.calabrio.com\/wfo\/customer-experience\/\" target=\"_blank\" rel=\"noopener\">am\u00e9liore l&rsquo;exp\u00e9rience du client<\/a> en anticipant ses besoins futurs.<\/p>\n<h3><strong>2. Acc\u00e9l\u00e9rer l&rsquo;utilisation de l&rsquo;automatisation intelligente<\/strong><\/h3>\n<p>De nombreux clients appr\u00e9cient la rapidit\u00e9 des outils de libre-service tels que les chatbots. En fait, la plupart des centres de contact ont maintenant d\u00e9ploy\u00e9 une forme ou une autre d&rsquo;automatisation de ce type. L&rsquo;utilisation efficace de l&rsquo;automatisation intelligente permet aux agents de disposer de plus de temps et d&rsquo;\u00e9nergie \u00e9motionnelle.<\/p>\n<p>Ils peuvent alors s&rsquo;attaquer aux interactions avec les clients les plus complexes et les plus exigeantes. Cependant, davantage d&rsquo;investissements dans le libre-service et l&rsquo;IA sont toujours n\u00e9cessaires pour les \u00e9quipes du service client, \u00e0 mesure que la technologie des centres de contact \u00e9volue.<\/p>\n<h3><strong>3. Mettez l&rsquo;analyse en action <\/strong><\/h3>\n<p>Les organisations savent que les outils d&rsquo;analyse ont un potentiel \u00e9norme et pourtant, beaucoup n&rsquo;exploitent pas toutes leurs capacit\u00e9s. Par exemple, 2 centres de contact sur 5 disent qu&rsquo;ils ne pourraient pas utiliser l&rsquo;analyse pour voir les probl\u00e8mes des clients ou pr\u00e9dire leur comportement. Par ailleurs, 1 centre de contact sur 3 a d\u00e9clar\u00e9 ne pas encore faire d&rsquo;analyse de <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/enregistrement-des-appels\/\" target=\"_blank\" rel=\"noopener\">la voix du client (VOC)<\/a>.<\/p>\n<p>Les centres de contact les plus performants utilisent l&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\" target=\"_blank\" rel=\"noopener\">analyse de mani\u00e8re significative<\/a>. Il s&rsquo;agit notamment d&rsquo;identifier en temps r\u00e9el les goulets d&rsquo;\u00e9tranglement et les points de friction qui entravent le CX. Il s&rsquo;agit \u00e9galement d&rsquo;utiliser des informations pr\u00e9cieuses sur les clients pour fournir un service meilleur, plus intelligent et plus pr\u00e9dictif.<\/p>\n<p>Dans le m\u00eame temps, les centres de contact se tournent vers des outils de pr\u00e9vision et de programmation dynamique aliment\u00e9s par l&rsquo;analyse afin d&rsquo;anticiper le volume avec plus de pr\u00e9cision. Cela leur permet d&rsquo;ajuster rapidement leurs op\u00e9rations en temps r\u00e9el. Gr\u00e2ce \u00e0 cette technologie de centre de contact, ils peuvent d\u00e9sormais placer les bons agents, dot\u00e9s des bonnes comp\u00e9tences, au bon endroit et au bon moment.<\/p>\n<h2><strong>Apprendre des gagnants<\/strong><\/h2>\n<p>Il n&rsquo;y a rien de mieux que de suivre l&rsquo;exemple de r\u00e9ussites r\u00e9elles. Prenons l&rsquo;exemple de la soci\u00e9t\u00e9 am\u00e9ricaine d&rsquo;assistance routi\u00e8re AAA Northeast. Gr\u00e2ce \u00e0 l&rsquo;analyse de la parole, l&rsquo;organisation a identifi\u00e9 les types d&rsquo;appels. Ils ont mis en \u00e9vidence des incoh\u00e9rences dans les interactions avec les membres qui appelaient \u00e0 l&rsquo;aide lorsqu&rsquo;ils \u00e9taient bloqu\u00e9s sur l&rsquo;autoroute.<\/p>\n<p>Par ailleurs, l&rsquo;analyse des postes de travail a montr\u00e9 que les agents n&rsquo;utilisaient pas l&rsquo;outil de localisation GPS aussi souvent qu&rsquo;ils le devraient. Au lieu de cela, ils se sont content\u00e9s de poser des questions aux membres pour d\u00e9terminer leur emplacement. Ces donn\u00e9es analytiques ont permis \u00e0 l&rsquo;organisation d&rsquo;intensifier la formation des agents \u00e0 l&rsquo;utilisation de la bo\u00eete \u00e0 outils GPS. Les responsables du centre de contact de l&rsquo;AAA Northeast ont ainsi pu am\u00e9liorer la prise de conscience et la clart\u00e9 des proc\u00e9dures de s\u00e9curit\u00e9. Cela a permis de r\u00e9duire le temps de traitement moyen et d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience des clients.<\/p>\n<h2><strong>Restez \u00e0 la pointe de la technologie des centres de contact<\/strong><\/h2>\n<p>Dans notre prochain blog, vous d\u00e9couvrirez comment devenir \u00a0\u00bb cloud-smart \u00a0\u00bb gr\u00e2ce aux derni\u00e8res technologies des centres de contact. Vous apprendrez l&rsquo;approche en 3 \u00e9tapes pour r\u00e9soudre la complexit\u00e9. Pour plus d&rsquo;id\u00e9es et d&rsquo;inspiration, t\u00e9l\u00e9chargez le rapport ici : \u00ab\u00a0<a href=\"https:\/\/info.calabrio.com\/double-edged-expectations-guide\/\" target=\"_blank\" rel=\"noopener\">Accepter les attentes des clients \u00e0 double tranchant : Naviguer dans la complexit\u00e9 des demandes croissantes et des exp\u00e9riences clients num\u00e9riques<\/a>\u00ab\u00a0.<\/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":234,"featured_media":4831,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-36075","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>3 fa\u00e7ons de gagner le bras de fer technologique | Calabrio<\/title>\n<meta name=\"description\" content=\"Les attentes croissantes des clients offrent une opportunit\u00e9 unique de responsabiliser les agents et d&#039;am\u00e9liorer la qualit\u00e9 de la relation client. 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