{"id":37414,"date":"2025-09-19T13:49:06","date_gmt":"2025-09-19T13:49:06","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/trouver-le-bon-equilibre-gestion-manuelle-et-automatisee-de-la-qualite\/"},"modified":"2025-11-07T09:02:21","modified_gmt":"2025-11-07T09:02:21","slug":"trouver-le-bon-equilibre-gestion-manuelle-et-automatisee-de-la-qualite","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/trouver-le-bon-equilibre-gestion-manuelle-et-automatisee-de-la-qualite\/","title":{"rendered":"Trouver le bon \u00e9quilibre : Gestion manuelle et automatis\u00e9e de la qualit\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_bce164aacdf4f56e9802dda04502d2e7\"\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\">Trouver le bon \u00e9quilibre : Gestion manuelle et automatis\u00e9e de la qualit\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)]\" 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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%2Ftrouver-le-bon-equilibre-gestion-manuelle-et-automatisee-de-la-qualite%2F&#038;text=Trouver le bon \u00e9quilibre : Gestion manuelle et automatis\u00e9e de la qualit\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 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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><span data-contrast=\"auto\">Dans la course \u00e0 l&rsquo;automatisation, il est facile de penser que la gestion manuelle de la qualit\u00e9 (QM) devient obsol\u00e8te. Mais en r\u00e9alit\u00e9, les centres de contact les plus efficaces constatent que l&rsquo;automatisation et l&rsquo;\u00e9valuation humaine ne sont pas en concurrence, mais compl\u00e9mentaires.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Dans notre dernier rapport, <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/le-rapport-sur-limpact-economique-total\/\"><span data-contrast=\"none\">L&rsquo;impact \u00e9conomique total du centre de contact<\/span><\/a><span data-contrast=\"auto\">Dans cette \u00e9tude, nous d\u00e9composons les recherches de Metrigy sur 316 organisations dans neuf pays, r\u00e9v\u00e9lant l&rsquo;impact \u00e9conomique total des outils de Workforce &amp; Conversation Intelligence. L&rsquo;une des conclusions les plus marquantes est que l&rsquo;\u00e9quilibre entre la gestion manuelle et automatis\u00e9e de la qualit\u00e9 reste essentiel pour une r\u00e9ussite \u00e0 long terme.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Dans cet article de blog, nous allons analyser certaines de ces conclusions et explorer comment les organisations peuvent combiner l&rsquo;automatisation et la supervision humaine pour cr\u00e9er un cadre de qualit\u00e9 plus solide et plus agile.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">Pourquoi l&rsquo;automatisation ne suffit pas<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">La gestion automatis\u00e9e de la qualit\u00e9 est l&rsquo;une des applications d&rsquo;IA les plus courantes dans la gestion de l&rsquo;engagement du personnel (WEM) aujourd&rsquo;hui, avec <\/span><b><span data-contrast=\"auto\">57,1 % des entreprises l&rsquo;utilisent d\u00e9j\u00e0<\/span><\/b><span data-contrast=\"auto\">. Il est facile de comprendre pourquoi :<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">51.8%<\/span><\/b><span data-contrast=\"auto\"> des organisations utilisent la gestion de la qualit\u00e9 automatis\u00e9e pour gagner du temps sur les processus manuels.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">44.6%<\/span><\/b><span data-contrast=\"auto\"> essaient de r\u00e9soudre des \u00e9valuations incoh\u00e9rentes.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">63.9%<\/span><\/b><span data-contrast=\"auto\"> des entreprises d\u00e9clarent que l&rsquo;automatisation de la gestion de la qualit\u00e9 a am\u00e9lior\u00e9 l&rsquo;efficacit\u00e9 des superviseurs.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">L&rsquo;automatisation permet de gagner en ampleur, en coh\u00e9rence et en rapidit\u00e9. Il peut \u00e9valuer rapidement des milliers d&rsquo;interactions, ce qu&rsquo;aucun processus manuel ne pourrait jamais faire. Mais si les machines excellent en termes de rapidit\u00e9 et d&rsquo;objectivit\u00e9, elles ne peuvent pas remplacer le contexte humain, les nuances et l&#8217;empathie.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Le r\u00f4le durable de l&rsquo;\u00e9valuation manuelle<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">M\u00eame si l&rsquo;automatisation progresse, 78,5 % des entreprises estiment toujours que les \u00e9valuations des superviseurs sont n\u00e9cessaires, <\/span><b><span data-contrast=\"auto\">78,5 % des entreprises estiment toujours que l&rsquo;\u00e9valuation des superviseurs est n\u00e9cessaire.<\/span><\/b><span data-contrast=\"auto\">  Il ne s&rsquo;agit pas seulement d&rsquo;un oubli, mais de l&rsquo;ajout d&rsquo;une couche humaine \u00e0 ce que l&rsquo;IA fournit d\u00e9j\u00e0. Des outils comme  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/page-de-presentation-des-invites-personnalisables\/\"><b><span data-contrast=\"none\">Sentiment avanc\u00e9<\/span><\/b><\/a><b><span data-contrast=\"auto\"> et <\/span><\/b><strong><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/page-de-presentation-des-invites-personnalisables\/\">Invitations personnalis\u00e9es pilot\u00e9es par l&rsquo;IA<\/a><\/strong><span data-contrast=\"auto\">  comblent le foss\u00e9 en aidant \u00e0 identifier les intentions et les signaux \u00e9motionnels qui comptent pour l&rsquo;exp\u00e9rience du client. Mais si l&rsquo;IA peut faire appara\u00eetre ces informations \u00e0 grande \u00e9chelle, les superviseurs restent essentiels pour les interpr\u00e9ter, valider les cas particuliers et fournir un coaching contextuel qui renforce \u00e0 la fois la performance des agents et la r\u00e9putation de la marque.<\/span><\/p>\n<p><span data-contrast=\"auto\">Selon des recherches r\u00e9centes, l&rsquo;\u00e9quilibre optimal est le suivant :<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">61,6 % de notation automatis\u00e9e<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">38,4% \u00e9valuation manuelle<\/span><\/b><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Cette combinaison tire parti de l&rsquo;automatisation pour plus d&rsquo;efficacit\u00e9, tout en pr\u00e9servant l&rsquo;\u00e9valuation manuelle pour plus de profondeur et d&rsquo;informations sur le coaching. Gr\u00e2ce \u00e0 l&rsquo;automatisation de la gestion de la qualit\u00e9, qui permet de gagner en rapidit\u00e9 et en ampleur, les experts en assurance qualit\u00e9 peuvent se concentrer sur les interactions qui requi\u00e8rent une plus grande attention.  <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">Le pouvoir de la collaboration<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Lorsque les superviseurs ne sont pas accapar\u00e9s par des t\u00e2ches r\u00e9p\u00e9titives, ils peuvent r\u00e9investir leur temps :<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">71%<\/span><\/b><span data-contrast=\"auto\"> des superviseurs utilisent le temps gagn\u00e9 gr\u00e2ce \u00e0 l&rsquo;efficacit\u00e9 de l&rsquo;IA pour am\u00e9liorer la qualit\u00e9 des performances.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">54.2%<\/span><\/b><span data-contrast=\"auto\"> l&rsquo;utilisent pour d\u00e9velopper leurs propres comp\u00e9tences.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Cela signifie que l&rsquo;automatisation ne remplace pas les superviseurs, mais qu&rsquo;elle renforce leur r\u00f4le. <\/span><b><span data-contrast=\"auto\">de leur r\u00f4le, en leur permettant de se<\/span><\/b><span data-contrast=\"auto\">Elle leur permet de se concentrer sur l&rsquo;accompagnement strat\u00e9gique et le retour d&rsquo;information significatif qui stimulent la croissance des agents.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">Meilleures pratiques pour combiner la gestion automatis\u00e9e et la gestion manuelle de la qualit\u00e9<\/span><span> <\/span><\/h2>\n<ol>\n<li><b><span data-contrast=\"auto\">Automatisez la ligne de base.<\/span><\/b><span data-contrast=\"auto\">  Utilisez l&rsquo;IA pour g\u00e9rer les \u00e9valuations de routine et d\u00e9tecter les probl\u00e8mes de conformit\u00e9 les plus courants.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">Donnez la priorit\u00e9 au manuel pour les moments qui comptent.<\/span><\/b><span data-contrast=\"auto\">  Les superviseurs doivent revoir les interactions o\u00f9 la nuance, l&#8217;empathie ou les comp\u00e9tences en mati\u00e8re d&rsquo;escalade sont essentielles.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">Utilisez l&rsquo;automatisation pour rep\u00e9rer les opportunit\u00e9s de coaching.<\/span><\/b><span data-contrast=\"auto\">  Laissez l&rsquo;IA faire ressortir les tendances, mais donnez aux superviseurs les moyens de guider le d\u00e9veloppement des agents.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">R\u00e9examinez souvent l&rsquo;\u00e9quilibre.<\/span><\/b><span data-contrast=\"auto\">  Au fur et \u00e0 mesure que l&rsquo;automatisation s&rsquo;am\u00e9liore, votre m\u00e9lange d&rsquo;\u00e9valuation manuelle et d&rsquo;\u00e9valuation automatis\u00e9e peut \u00e9voluer.<\/span><span> <\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">L&rsquo;avenir de la gestion de la qualit\u00e9 ne consiste pas \u00e0 choisir entre l&rsquo;automatisation ou l&rsquo;\u00e9valuation manuelle. <\/span><b><span data-contrast=\"auto\">l&rsquo;automatisation ou l&rsquo;\u00e9valuation manuelle<\/span><\/b><span data-contrast=\"auto\">. Il s&rsquo;agit de trouver le bon \u00e9quilibre pour que les deux puissent s&rsquo;\u00e9panouir. L&rsquo;automatisation apporte efficacit\u00e9 et coh\u00e9rence, tandis que les \u00e9valuations manuelles apportent contexte, empathie et opportunit\u00e9s de coaching. Ensemble, ils cr\u00e9ent un cadre de qualit\u00e9 plus solide et plus souple, qui permet aux agents de se d\u00e9velopper et aux clients d&rsquo;\u00eatre satisfaits.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">Vous voulez voir la gestion de la qualit\u00e9 Calabrio en action ?  <\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Pour en savoir plus sur Calabrio Quality Management &#8211; qui fait partie de Calabrio <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/intelligence-de-la-conversation\/\"><span data-contrast=\"none\">Conversation Intelligence<\/span><\/a><span data-contrast=\"auto\">notre suite aliment\u00e9e par l&rsquo;IA qui combine la gestion automatis\u00e9e de la qualit\u00e9, l&rsquo;analyse des sentiments et les informations sur les performances pour vous aider \u00e0 comprendre chaque interaction avec le client. <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/previsions-et-ordonnancement\/\"><span data-contrast=\"none\">explorez notre d\u00e9mo interactive<\/span><\/a><span data-contrast=\"auto\">. Ou, si vous pr\u00e9f\u00e9rez une visite personnalis\u00e9e, vous pouvez  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"><span data-contrast=\"none\">r\u00e9servez une d\u00e9monstration en direct<\/span><\/a><span data-contrast=\"auto\"> avec l&rsquo;un de nos experts pour voir comment il peut transformer la qualit\u00e9 de service dans votre centre de contact.<\/span><span> <\/span><\/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":245,"featured_media":4622,"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-37414","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>Le bon \u00e9quilibre entre gestion manuelle et automatis\u00e9e de la qualit\u00e9 | Calabrio<\/title>\n<meta name=\"description\" content=\"Comprendre le potentiel innovant de la gestion automatis\u00e9e de la qualit\u00e9 et le r\u00f4le cl\u00e9 que jouent encore les \u00e9valuations manuelles. 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