{"id":36082,"date":"2022-01-21T13:56:16","date_gmt":"2022-01-21T13:56:16","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/operations-des-centres-de-contact-simplicite-et-humanite\/"},"modified":"2026-03-04T11:35:52","modified_gmt":"2026-03-04T11:35:52","slug":"operations-des-centres-de-contact-simplicite-et-humanite","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/operations-des-centres-de-contact-simplicite-et-humanite\/","title":{"rendered":"Op\u00e9rations des centres de contact : Simplicit\u00e9 et humanit\u00e9"},"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_25fe0f85848f879739fa44e14c9ab80a\"\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\">Op\u00e9rations des centres de contact : Simplicit\u00e9 et humanit\u00e9<\/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_25fe0f85848f879739fa44e14c9ab80a\"] {\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%2Foperations-des-centres-de-contact-simplicite-et-humanite%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%2Foperations-des-centres-de-contact-simplicite-et-humanite%2F&#038;text=Op\u00e9rations des centres de contact : Simplicit\u00e9 et humanit\u00e9\"\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%2Foperations-des-centres-de-contact-simplicite-et-humanite%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'>Nombreux sont ceux qui pensent que les centres de contact modernes sont devenus beaucoup trop complexes. Les responsables des centres d&rsquo;appels doivent trouver un \u00e9quilibre entre la planification, les pr\u00e9visions, l&rsquo;engagement de l&rsquo;\u00e9quipe et le respect des niveaux de service. Dans un monde o\u00f9 le \u00ab\u00a0travail \u00e0 distance\u00a0\u00bb est devenu la norme, comment les organisations <a href=\"https:\/\/www.calabrio.com\/wfo\/managing-remote-workforce\/\" target=\"_blank\" rel=\"noopener\">g\u00e8rent-elles une main-d&rsquo;\u0153uvre \u00e0 distance<\/a> avec les op\u00e9rations du centre de contact ?<\/p>\n<p>La croissance des plateformes num\u00e9riques n&rsquo;a fait qu&rsquo;accro\u00eetre la complexit\u00e9, mais pas n\u00e9cessairement pour le plus grand bien de tous. Une \u00e9tude r\u00e9alis\u00e9e par McKinsey &amp; Company r\u00e9v\u00e8le que pendant la pand\u00e9mie, les consommateurs se sont tourn\u00e9s vers les canaux en ligne. En outre, les entreprises sont trois fois plus susceptibles qu&rsquo;avant la crise d&rsquo;affirmer qu&rsquo;au moins 80 % des interactions avec les clients sont d\u00e9sormais de nature num\u00e9rique. Cependant, seuls 35 % des consommateurs sont r\u00e9ellement satisfaits des solutions CX automatis\u00e9es et 38 % pr\u00e9f\u00e8rent encore parler \u00e0 un \u00eatre humain.<\/p>\n<h2><strong>Cinq r\u00e8gles d&rsquo;or pour rester simple<\/strong><\/h2>\n<p>La premi\u00e8re \u00e9tape pour aborder avec succ\u00e8s la complexit\u00e9 des <a href=\"https:\/\/www.calabrio.com\/wfo\/contact-center-reporting\/\" target=\"_blank\" rel=\"noopener\">op\u00e9rations des centres de contact<\/a> est de conna\u00eetre les \u00ab\u00a0choses \u00e0 faire\u00a0\u00bb et les \u00ab\u00a0choses \u00e0 ne pas faire\u00a0\u00bb. \u00c9vitez les erreurs les plus courantes en suivant ces cinq r\u00e8gles d&rsquo;or :<\/p>\n<h3><strong>1. R\u00e9fl\u00e9chissez avant de num\u00e9riser  <\/strong><\/h3>\n<p>Plut\u00f4t que de remplacer simplement les syst\u00e8mes et les processus par des \u00e9quivalents num\u00e9riques \u00ab\u00a0identiques\u00a0\u00bb, v\u00e9rifiez si les m\u00e9thodes de travail d&rsquo;origine sont toujours adapt\u00e9es. Cela vous permettra d&rsquo;\u00e9conomiser du temps et de l&rsquo;argent par la suite.<\/p>\n<h3><strong>2. La valeur et non le co\u00fbt<\/strong><\/h3>\n<p>Un bon \u00e9tat d&rsquo;esprit est essentiel \u00e0 la r\u00e9ussite. La r\u00e9action habituelle est de r\u00e9soudre les probl\u00e8mes op\u00e9rationnels en r\u00e9duisant les co\u00fbts. Cela peut prendre la forme d&rsquo;une r\u00e9duction des co\u00fbts de main-d&rsquo;\u0153uvre, d&rsquo;une r\u00e9duction des effectifs et d&rsquo;une diminution des co\u00fbts dans le but d&rsquo;accro\u00eetre la rentabilit\u00e9. C&rsquo;est une erreur assez courante, mais nous devons garder \u00e0 l&rsquo;esprit les employ\u00e9s et les clients. Il ne devrait pas y avoir de compromis entre le co\u00fbt et l&rsquo;efficacit\u00e9. Il est pr\u00e9f\u00e9rable de s&rsquo;efforcer d&rsquo;apporter plus de valeur et d&rsquo;obtenir d&rsquo;excellents r\u00e9sultats, tout en continuant d&rsquo;obtenir des r\u00e9sultats positifs pour l&rsquo;entreprise.<\/p>\n<h3><strong>3. Impliquer les bonnes personnes  <\/strong><\/h3>\n<p>Lorsque vous cherchez de nouvelles fa\u00e7ons de servir les clients, demandez l&rsquo;avis des employ\u00e9s de premi\u00e8re ligne et impliquez-les d\u00e8s le d\u00e9but du processus. Ils disposent d&rsquo;une mine d&rsquo;informations pr\u00e9cieuses et d&rsquo;une exp\u00e9rience de premi\u00e8re main. Il s&rsquo;agit d&rsquo;un \u00e9l\u00e9ment essentiel pour s\u00e9lectionner la bonne technologie num\u00e9rique afin de servir au mieux vos clients.<\/p>\n<h3><strong>4. Apprenez de vos utilisateurs  <\/strong><\/h3>\n<p>Lorsque vous envisagez d&rsquo;introduire un nouveau canal ou service, n&rsquo;oubliez pas de demander \u00e0 vos clients \u00e0 quoi il devrait ressembler &#8211; ou m\u00eame s&rsquo;il est utile. Une recherche, une conception et des tests corrects permettent d&rsquo;\u00e9viter des erreurs co\u00fbteuses et de satisfaire les clients et les employ\u00e9s gr\u00e2ce \u00e0 un engagement plus \u00e9troit.<\/p>\n<h3><strong>5. R\u00e9\u00e9valuer les crit\u00e8res de r\u00e9ussite  <\/strong><\/h3>\n<p>Trop d&rsquo;organisations de service \u00e0 la client\u00e8le se focalisent sur les mesures. En se concentrant sur le nombre de conversations par heure ou sur le temps de traitement moyen, les clients finissent par \u00eatre trait\u00e9s comme des statistiques plut\u00f4t que comme des personnes r\u00e9elles. C&rsquo;est pourquoi il est essentiel d&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\" target=\"_blank\" rel=\"noopener\">utiliser l&rsquo;analyse<\/a> pour \u00e9valuer le facteur humain des interactions num\u00e9riques.<\/p>\n<h2><strong>Restez simple avec une conception centr\u00e9e sur l&rsquo;homme<\/strong><\/h2>\n<p>Une fois que vous connaissez les pi\u00e8ges \u00e0 \u00e9viter et que vous avez mis en place l&rsquo;\u00e9tat d&rsquo;esprit ad\u00e9quat, ajoutez la touche humaine aux op\u00e9rations du centre de contact. Regardez de l&rsquo;ext\u00e9rieur vers l&rsquo;int\u00e9rieur pour d\u00e9terminer ce qui compte vraiment pour vos clients et vos employ\u00e9s. En impliquant les gens d\u00e8s le d\u00e9part, vous obtiendrez naturellement l&rsquo;adh\u00e9sion et les budgets des personnes concern\u00e9es.<\/p>\n<p>L&rsquo;\u00e9laboration d&rsquo;une strat\u00e9gie op\u00e9rationnelle fond\u00e9e sur une perspective humaine permet d&rsquo;obtenir sept r\u00e9sultats positifs, tels que<\/p>\n<ul>\n<li>Encourager la collaboration (pour \u00e9viter la pens\u00e9e et les processus cloisonn\u00e9s et, en fin de compte, les erreurs co\u00fbteuses lors de la transition des organisations vers les plates-formes num\u00e9riques).<\/li>\n<li>\u00c9couter les parties prenantes (y compris le d\u00e9partement informatique et d&rsquo;autres cadres sup\u00e9rieurs)<\/li>\n<li>Impliquer tout le monde dans le processus (personnel du centre de contact, marketing, ventes et op\u00e9rations)<\/li>\n<li>Cr\u00e9er une vision commune pour le CX et l&rsquo;EX dans l&rsquo;ensemble de l&rsquo;organisation<\/li>\n<li>Identifier les capacit\u00e9s et donc, par d\u00e9faut, les lacunes.<\/li>\n<li>Aligner les personnes, les processus et les technologies<\/li>\n<li>Cr\u00e9er la vision CX et EX pour piloter la feuille de route technologique<\/li>\n<\/ul>\n<h2><strong>Am\u00e9liorer les op\u00e9rations des centres de contact gr\u00e2ce \u00e0 l&rsquo;analyse<\/strong><\/h2>\n<p>Bien que la gestion d&rsquo;un centre de contact reste un \u00e9quilibre d\u00e9licat, il existe encore des moyens d&rsquo;aborder sa complexit\u00e9. Essayez d&rsquo;int\u00e9grer certains de ces conseils pour am\u00e9liorer les op\u00e9rations du centre de contact et l&rsquo;engagement des employ\u00e9s. Pour plus d&rsquo;id\u00e9es et d&rsquo;inspiration, d\u00e9couvrez comment vous pouvez <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/redefinir-le-parcours-client-avec-calabrio-analytics\/\" target=\"_blank\" rel=\"noopener\">red\u00e9finir le parcours client<\/a> gr\u00e2ce \u00e0 l&rsquo;analyse.<\/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":203,"featured_media":4823,"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-36082","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>Op\u00e9rations des centres de contact : Simplicit\u00e9 et humanit\u00e9 | Calabrio<\/title>\n<meta name=\"description\" content=\"Comment pouvez-vous faire face \u00e0 la complexit\u00e9 croissante des centres d&#039;appels ? 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