{"id":38514,"date":"2025-11-06T09:30:01","date_gmt":"2025-11-06T09:30:01","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/maitriser-le-black-friday-cx-comment-survivre-a-la-ruee-et-gagner-lannee-a-venir\/"},"modified":"2026-03-05T11:56:47","modified_gmt":"2026-03-05T11:56:47","slug":"maitriser-le-black-friday-cx-comment-survivre-a-la-ruee-et-gagner-lannee-a-venir","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/maitriser-le-black-friday-cx-comment-survivre-a-la-ruee-et-gagner-lannee-a-venir\/","title":{"rendered":"Ma\u00eetriser le Black Friday CX : Comment survivre \u00e0 la ru\u00e9e et gagner l&rsquo;ann\u00e9e \u00e0 venir"},"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_177fd0e951872f88e7034c6c5dde2427\"\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\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\">Gestion du personnel <\/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\">Ma\u00eetriser le Black Friday CX : Comment survivre \u00e0 la ru\u00e9e et gagner l&rsquo;ann\u00e9e \u00e0 venir<\/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_177fd0e951872f88e7034c6c5dde2427\"] {\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%2Fmaitriser-le-black-friday-cx-comment-survivre-a-la-ruee-et-gagner-lannee-a-venir%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%2Fmaitriser-le-black-friday-cx-comment-survivre-a-la-ruee-et-gagner-lannee-a-venir%2F&#038;text=Ma\u00eetriser le Black Friday CX : Comment survivre \u00e0 la ru\u00e9e et gagner l&rsquo;ann\u00e9e \u00e0 venir\"\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%2Fmaitriser-le-black-friday-cx-comment-survivre-a-la-ruee-et-gagner-lannee-a-venir%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>Le Black Friday n&rsquo;est plus seulement une f\u00eate du shopping, c&rsquo;est un test de r\u00e9sistance pour l&rsquo;ensemble de vos activit\u00e9s li\u00e9es \u00e0 l&rsquo;exp\u00e9rience client (CX). Pour les centres de contact, il r\u00e9v\u00e8le les failles des syst\u00e8mes de pr\u00e9vision, de planification et d&rsquo;assistance aux agents plus rapidement que n&rsquo;importe quel autre jour de l&rsquo;ann\u00e9e. Mais elle offre aussi quelque chose de plus pr\u00e9cieux : la connaissance.<\/p>\n<p>&nbsp;<\/p>\n<p>Bien g\u00e9r\u00e9, le CX du Black Friday n&rsquo;est pas seulement une journ\u00e9e de chaos \u00e0 g\u00e9rer, c&rsquo;est un mod\u00e8le pour construire des op\u00e9rations plus fortes, plus intelligentes et plus r\u00e9silientes tout au long de l&rsquo;ann\u00e9e.<\/p>\n<p>&nbsp;<\/p>\n<h2>Testez votre agilit\u00e9 en mati\u00e8re de pr\u00e9visions en temps r\u00e9el<\/h2>\n<p>&nbsp;<\/p>\n<p>Les volumes de contacts avec les clients n&rsquo;augmentent pas seulement pendant le Black Friday, ils fluctuent d&rsquo;une minute \u00e0 l&rsquo;autre sur les canaux vocaux, de discussion en ligne et num\u00e9riques. Une promotion est mise en ligne et vos pr\u00e9visions peuvent \u00eatre obsol\u00e8tes en l&rsquo;espace d&rsquo;une heure.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est l\u00e0 que l&rsquo;agilit\u00e9 est la plus importante. Vos <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\">outils de planification de la main-d&rsquo;\u0153uvre<\/a> peuvent-ils s&rsquo;adapter \u00e0 la mise \u00e0 jour des pr\u00e9visions en temps r\u00e9el ? Pouvez-vous adapter automatiquement les horaires et les ressources pour r\u00e9pondre \u00e0 la demande ? Sinon, les fissures appara\u00eetront rapidement.<\/p>\n<p>&nbsp;<\/p>\n<p>Profitez de cette saison pour tester l&rsquo;agilit\u00e9 de vos pr\u00e9visions et identifier les domaines dans lesquels l&rsquo;automatisation ou l&rsquo;IA pourraient combler les lacunes.<\/p>\n<p><strong> <\/strong><\/p>\n<h2>Mettre l&rsquo;accent sur l&rsquo;exp\u00e9rience des agents<\/h2>\n<p>&nbsp;<\/p>\n<p>Les agents sont en premi\u00e8re ligne des probl\u00e8mes de CX du vendredi noir. Pour beaucoup, c&rsquo;est la p\u00e9riode la plus stressante de l&rsquo;ann\u00e9e : longues journ\u00e9es de travail, \u00e9motions fortes et files d&rsquo;attente incessantes. Le r\u00e9sultat ? L&rsquo;\u00e9puisement professionnel et le chiffre d&rsquo;affaires se r\u00e9percutent bien au-del\u00e0 de la p\u00e9riode des f\u00eates de fin d&rsquo;ann\u00e9e.<\/p>\n<p>&nbsp;<\/p>\n<p>Les centres de contact les plus performants consid\u00e8rent cette p\u00e9riode comme un point de contr\u00f4le du bien-\u00eatre. Ils \u00e9coutent les commentaires des agents, utilisent des <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">analyses en temps r\u00e9el<\/a> pour rep\u00e9rer les indicateurs de stress et pr\u00e9voient des horaires flexibles.<\/p>\n<p>&nbsp;<\/p>\n<p>A l&rsquo;occasion du Black Friday, testez l&rsquo;efficacit\u00e9 de vos syst\u00e8mes pour prot\u00e9ger et responsabiliser les agents lorsque la pression est \u00e0 son comble. Si vos collaborateurs se sentent soutenus le jour du Black Friday, ils resteront engag\u00e9s toute l&rsquo;ann\u00e9e.<\/p>\n<p><strong> <\/strong><\/p>\n<h2>Exploiter une mine de donn\u00e9es pour une strat\u00e9gie future<\/h2>\n<p>Une fois que le chaos s&rsquo;est install\u00e9, il ne reste plus que les donn\u00e9es &#8211; et beaucoup de donn\u00e9es. Chaque interaction permet d&rsquo;obtenir des informations sur le comportement des clients, les frictions avec les produits et les sentiments. Les responsables CX les plus intelligents savent que la valeur r\u00e9elle du Black Friday intervient apr\u00e8s l&rsquo;\u00e9v\u00e9nement, lorsque les analyses transforment ces donn\u00e9es en actions.<\/p>\n<p>&nbsp;<\/p>\n<p>Veillez \u00e0 traiter l&rsquo;analyse qui suit le vendredi noir comme un d\u00e9briefing strat\u00e9gique. Quels sont les points les plus importants pour les clients ? O\u00f9 les retards se sont-ils produits ? Les r\u00e9ponses vous aideront \u00e0 planifier 2026 bien avant que la prochaine ru\u00e9e vers les vacances ne commence.<\/p>\n<p><strong> <\/strong><\/p>\n<h2>Transformez le CX du Black Friday en catalyseur de l&rsquo;am\u00e9lioration continue<\/h2>\n<p>Le vendredi noir ne met pas seulement votre activit\u00e9 \u00e0 l&rsquo;\u00e9preuve, il r\u00e9v\u00e8le votre degr\u00e9 de pr\u00e9paration pour l&rsquo;ann\u00e9e \u00e0 venir. C&rsquo;est un moment de r\u00e9f\u00e9rence pour l&rsquo;\u00e9valuation de vos outils, de votre formation et de vos processus.<\/p>\n<p>Utilisez les <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/apercus-sur-lia\/\">connaissances<\/a> acquises aujourd&rsquo;hui pour affiner votre strat\u00e9gie \u00e0 long terme. Lorsqu&rsquo;elles sont utilis\u00e9es \u00e0 bon escient, les actions d\u00e9couvertes lors du Black Friday constituent la base d&rsquo;une op\u00e9ration plus efficace, plus autonome et plus centr\u00e9e sur le client.<\/p>\n<p>&nbsp;<\/p>\n<p>Cr\u00e9ez votre plan d&rsquo;action bas\u00e9 sur les donn\u00e9es, \u00e0 partir de ce vendredi noir. Automatisez ce que vous pouvez, humanisez ce qui compte le plus et construisez un centre de contact plus adaptable pour 2026 et au-del\u00e0.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> <div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":367,"featured_media":40829,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36,211],"tags":[],"blog-languages":[],"class_list":["post-38514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr","category-gestion-du-personnel"],"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>Black Friday CX : Transformez la semaine de pointe en une ann\u00e9e de succ\u00e8s | Calabrio<\/title>\n<meta name=\"description\" content=\"En ce vendredi noir, ne vous contentez pas de survivre \u00e0 la ru\u00e9e, tirez-en des enseignements. 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