{"id":39217,"date":"2025-12-12T13:58:33","date_gmt":"2025-12-12T13:58:33","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/levolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact\/"},"modified":"2025-12-17T11:46:57","modified_gmt":"2025-12-17T11:46:57","slug":"levolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/levolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact\/","title":{"rendered":"L&rsquo;\u00e9volution de l&rsquo;agent : Une nouvelle \u00e8re de fiert\u00e9 dans le centre de contact"},"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_06187a250ecfa191344dc535ac58cb26\"\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\">La voix de l&#039;agent <\/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\">L&rsquo;\u00e9volution de l&rsquo;agent : Une nouvelle \u00e8re de fiert\u00e9 dans le centre de contact<\/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_06187a250ecfa191344dc535ac58cb26\"] {\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%2Flevolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact%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%2Flevolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact%2F&#038;text=L&rsquo;\u00e9volution de l&rsquo;agent : Une nouvelle \u00e8re de fiert\u00e9 dans le centre de contact\"\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%2Flevolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact%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>Pendant des ann\u00e9es, le travail dans les centres de contact a eu une r\u00e9putation qu&rsquo;il ne m\u00e9ritait pas. Les longues heures de travail, les scripts stricts et les objectifs implacables ont donn\u00e9 l&rsquo;image d&rsquo;un r\u00f4le d\u00e9fini par la pression, et non par l&rsquo;objectif. Elle \u00e9tait souvent consid\u00e9r\u00e9e comme une activit\u00e9 dans laquelle on tombait, et non comme un endroit o\u00f9 l&rsquo;on pouvait faire carri\u00e8re. Mais ce discours est en train de changer. Rapide.<\/p>\n<p>Les derni\u00e8res conclusions de <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/levolution-de-lagent-une-nouvelle-ere-de-fierte-dans-le-centre-de-contact\/\"><strong>La voix de l&rsquo;agent 2025<\/strong><\/a> r\u00e9v\u00e8lent l&rsquo;\u00e9mergence d&rsquo;une histoire tr\u00e8s diff\u00e9rente au sein des centres de contact &#8211; une histoire o\u00f9 les agents se sentent valoris\u00e9s, responsabilis\u00e9s et, surtout, fiers du travail qu&rsquo;ils accomplissent.<\/p>\n<p>&nbsp;<\/p>\n<h2>Une r\u00e9putation r\u00e9\u00e9crite<\/h2>\n<p>L&rsquo;exp\u00e9rience client \u00e9tant devenue un facteur de diff\u00e9renciation majeur pour les marques, le r\u00f4le de l&rsquo;agent s&rsquo;est consid\u00e9rablement modifi\u00e9. L&rsquo;agent d&rsquo;aujourd&rsquo;hui ne se contente pas de r\u00e9soudre des probl\u00e8mes. Ils fa\u00e7onnent le sentiment des clients \u00e0 l&rsquo;\u00e9gard d&rsquo;une marque, influencent leur fid\u00e9lit\u00e9 et transforment souvent des moments difficiles en exp\u00e9riences exceptionnelles. Et parfois, l&rsquo;agent est la seule interaction humaine qu&rsquo;ils auront avec une marque.<\/p>\n<p>Par cons\u00e9quent, les agents eux-m\u00eames ressentent la diff\u00e9rence. Selon notre \u00e9tude Voice of the Agent :<\/p>\n<ul>\n<li><strong>68% des agents sont fiers de<\/strong> travailler dans le secteur<\/li>\n<li><strong>75 % recommanderaient<\/strong> leur emploi \u00e0 un ami<\/li>\n<li><strong>67% sont satisfaits ou tr\u00e8s satisfaits<\/strong> de leur r\u00f4le<\/li>\n<\/ul>\n<p>Ce ne sont pas de petits chiffres. Ils t\u00e9moignent d&rsquo;un v\u00e9ritable changement d&rsquo;\u00e9tat d&rsquo;esprit, o\u00f9 les agents donnent de plus en plus de sens \u00e0 leur travail et reconnaissent la valeur qu&rsquo;ils apportent. Le centre de contact devient un lieu o\u00f9 les gens peuvent d\u00e9velopper leurs comp\u00e9tences, leur confiance et leur carri\u00e8re \u00e0 long terme.<\/p>\n<p>&nbsp;<\/p>\n<h2>Quels sont les moteurs de l&rsquo;\u00e9volution ?<\/h2>\n<p>Ce regain de fiert\u00e9 n&rsquo;est pas le fruit du hasard. C&rsquo;est le r\u00e9sultat d&rsquo;un changement intentionnel au sein des centres de contact modernes.<\/p>\n<ul>\n<li><strong>Une technologie qui permet, et non qui submerge<\/strong><\/li>\n<\/ul>\n<p>L&rsquo;automatisation et les <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/intelligence-de-la-conversation\/\">outils d&rsquo;intelligence conversationnelle<\/a> \u00e9liminent les t\u00e2ches r\u00e9p\u00e9titives qui dominaient autrefois la journ\u00e9e. Au contraire, les agents peuvent d\u00e9sormais se concentrer sur les moments humains, l&#8217;empathie, la cr\u00e9ativit\u00e9 et la r\u00e9solution de probl\u00e8mes que les clients appr\u00e9cient r\u00e9ellement.<\/p>\n<ul>\n<li><strong>Un leadership \u00e0 l&rsquo;\u00e9coute<\/strong><\/li>\n<\/ul>\n<p>La voix de l&rsquo;agent est pass\u00e9e de la ligne de touche \u00e0 la table de strat\u00e9gie. Les dirigeants utilisent les connaissances des agents pour concevoir des services, am\u00e9liorer les parcours des clients et inspirer l&rsquo;innovation en mati\u00e8re de services \u00e0 la client\u00e8le. Le message est clair : les agents ne font pas seulement partie de l&rsquo;op\u00e9ration <strong>, ils <\/strong>en fa\u00e7onnent l&rsquo;avenir.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2>La fiert\u00e9 s&rsquo;accro\u00eet, mais il reste du travail \u00e0 faire<\/h2>\n<p>Malgr\u00e9 cette \u00e9volution positive, pr\u00e8s d&rsquo;un agent sur trois n&rsquo;est toujours pas certain d&rsquo;avoir un avenir \u00e0 long terme dans le centre de contact. Alors, comment combler le foss\u00e9 entre la fiert\u00e9 croissante et les opportunit\u00e9s r\u00e9elles ?<\/p>\n<p>En donnant aux agents plus qu&rsquo;un travail. Leur donner un chemin. Voici \u00e0 quoi cela ressemble :<\/p>\n<ul>\n<li><strong><strong>Visibilit\u00e9 de la carri\u00e8re<\/strong><\/strong>Montrez aux agents ce qui est possible &#8211; r\u00f4les de leadership, WFM, QA, analyse, formation, op\u00e9rations, conception CX. Lorsque les gens voient l&rsquo;itin\u00e9raire \u00e0 suivre, ils peuvent s&rsquo;imaginer en train de rester.<\/li>\n<li><strong><strong>Une reconnaissance significative<\/strong><\/strong>Les indicateurs sont importants, mais les moments qui les sous-tendent le sont tout autant. C\u00e9l\u00e9brez l&rsquo;impact humain, et pas seulement le temps de manipulation.<\/li>\n<li><strong><strong>Des comp\u00e9tences \u00e0 l&rsquo;\u00e9preuve du temps<\/strong><\/strong>Investissez dans la <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/de-laccueil-a-lexcellence-votre-guide-de-formation-pour-les-centres-de-contact-a-lhorizon-2025\/\">formation des agents<\/a> pour que le travail dans les centres de contact soit consid\u00e9r\u00e9 comme une profession qualifi\u00e9e et \u00e9volutive, et non comme quelque chose de statique ou de d\u00e9butant.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>Un changement culturel qui est l\u00e0 pour durer<\/h2>\n<p>Le centre de contact n&rsquo;est plus seulement la \u00ab\u00a0voix du client\u00a0\u00bb. c&rsquo;est la voix de la marque. Et les personnes qui vivent ces moments occupent des postes plus influents, plus visibles et plus respect\u00e9s que jamais.<\/p>\n<p>C&rsquo;est l&rsquo;\u00e9volution de l&rsquo;agent, un passage de la pression \u00e0 l&rsquo;objectif, du sentiment d&rsquo;\u00eatre n\u00e9glig\u00e9 \u00e0 celui d&rsquo;\u00eatre essentiel. Le centre de contact n&rsquo;est plus consid\u00e9r\u00e9 comme \u00ab\u00a0un simple travail\u00a0\u00bb, mais comme une carri\u00e8re dont les gens sont v\u00e9ritablement fiers de parler. Les agents ne font plus simplement partie du centre de contact, ils contribuent \u00e0 fa\u00e7onner son avenir. Et, peut-\u00eatre pour la premi\u00e8re fois, ils sont fiers de le faire.<\/p>\n<p><strong><br \/>\nPr\u00eat \u00e0 approfondir les donn\u00e9es de la Voix de l&rsquo;agent ?<\/strong> <a href=\"https:\/\/www.calabrio.com\/fr\/voix-de-lagent-2025\/#GetTheReport\">T\u00e9l\u00e9chargez le rapport complet Voice of the Agent 2025<\/a> pour d\u00e9couvrir l&rsquo;ensemble des r\u00e9sultats et commencer \u00e0 construire un secteur dans lequel tous les agents peuvent \u00eatre fiers de travailler !<\/p>\n<p>&nbsp;<\/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":367,"featured_media":40891,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[782],"tags":[783,774],"blog-languages":[],"class_list":["post-39217","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-la-voix-de-lagent","tag-experience-de-lagent","tag-voix-de-lagent"],"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>L&#039;\u00e9volution de l&#039;agent : Une nouvelle \u00e8re de fiert\u00e9 dans le centre de contact<\/title>\n<meta name=\"description\" content=\"La r\u00e9putation de la carri\u00e8re d&#039;agent de centre de contact est en train d&#039;\u00eatre r\u00e9\u00e9crite en temps r\u00e9el. 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