{"id":373042,"date":"2021-08-30T15:34:07","date_gmt":"2021-08-30T22:34:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/partie-1-webex-donne-aux-agents-des-centres-de-contact-les-moyens-de-reussir-a-lere-du-travail-hybride\/"},"modified":"2021-08-30T15:34:07","modified_gmt":"2021-08-30T22:34:07","slug":"partie-1-webex-donne-aux-agents-des-centres-de-contact-les-moyens-de-reussir-a-lere-du-travail-hybride","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/partie-1-webex-donne-aux-agents-des-centres-de-contact-les-moyens-de-reussir-a-lere-du-travail-hybride\/","title":{"rendered":"Partie\u00a01\u00a0: Webex donne aux agents des centres de contact les ..."},"content":{"rendered":"


\n
\n Cette s\u00e9rie de 2\u00a0articles met en lumi\u00e8re <\/span>
\n l\u2019impact de la \u00ab\u00a0nouvelle normalit\u00e9\u00a0\u00bb dans l\u2019industrie des <\/span>
\n centres<\/span>
\n de contact. Elle fournit <\/span>
\n des \u00e9clairages <\/span>
\n concrets <\/span>
\n sur la mani\u00e8re <\/span>
\n dont <\/span>
\n les <\/span>
\n organisations <\/span>
\n peuvent <\/span>
\n assurer la transition vers le travail <\/span>
\n hybride et<\/span>
\n permettre aux agents de r\u00e9ussir et de ravir les clients au moyen d\u2019approches innovantes.\u00a0<\/span>
\n <\/span>
\n \u00a0<\/span>
\n<\/em><\/p>\n

Donner aux agents les moyens de r\u00e9ussir \u00e0 l\u2019\u00e8re de la \u00ab\u00a0nouvelle normalit\u00e9\u00a0\u00bb<\/h2>\n

Plus ou moins longs, les confinements sont malheureusement devenus une \u00ab\u00a0nouvelle normalit\u00e9\u00a0\u00bb dans de nombreuses parties du monde, y compris en Australie. Comme moi, tous les habitants de Melbourne et tous les australiens ne connaissent que trop bien les cons\u00e9quences financi\u00e8res et les r\u00e9percussions sur la sant\u00e9 mentale de leur r\u00e9p\u00e9tition. Alors que les nouveaux variants continuent de se propager parmi la population, nous avons r\u00e9cemment d\u00e9but\u00e9 notre sixi\u00e8me confinement (qui est aussi la p\u00e9riode d\u2019isolement la plus anxiog\u00e8ne \u00e0 ce jour).<\/p>\n

Cette \u00e8re sans pr\u00e9c\u00e9dent dans l\u2019histoire, dans laquelle nous sommes contraints de vivre reclus, bouleverse totalement les tendances et les mod\u00e8les qui existaient de longue date, et met \u00e0 l\u2019\u00e9preuve des modes de pens\u00e9e solidement \u00e9tablis.<\/p>\n

Nous devons en fait repenser et red\u00e9finir les tendances des march\u00e9s et les facteurs \u00e9conomiques historiques.<\/p>\n

Dans la premi\u00e8re partie de cette s\u00e9rie, nous allons examiner ces points et d\u2019autres tendances en \u00e9tudiant \u00e0 la loupe l\u2019\u00e8re du travail hybride, en nous penchant sur les \u00ab\u00a0technologies connect\u00e9es\u00a0\u00bb et en \u00e9valuant l\u2019impact global de ces \u00e9volutions sur l\u2019humanit\u00e9.<\/p>\n

Les relations humaines \u00e0 l\u2019\u00e8re du travail hybride<\/strong><\/h2>\n

Prenons l\u2019exemple des communications unifi\u00e9es (UC). L\u2019essor du march\u00e9 des communications unifi\u00e9es (en particulier de la collaboration dans le cloud) repose de mani\u00e8re g\u00e9n\u00e9rale sur des facteurs \u00e9vidents, tels que la transformation et l\u2019acc\u00e9l\u00e9ration num\u00e9riques, qui incitent les entreprises \u00e0 adopter cette technologie immersive et int\u00e9gr\u00e9e.<\/p>\n

En Australie, 54\u00a0% des organisations ont revu leurs investissements dans l\u2019innovation num\u00e9rique \u00e0 la hausse au cours de la derni\u00e8re ann\u00e9e et demie, et les deux tiers pr\u00e9voient de les accro\u00eetre en 2021, selon une enqu\u00eate mondiale annuelle de Gartner aupr\u00e8s des directeurs informatiques<\/a>1<\/sup>.<\/p>\n

Mais nous devons \u00e0 pr\u00e9sent examiner la situation de fa\u00e7on plus approfondie et \u00e9tudier d\u2019autres facteurs importants. Des \u00e9l\u00e9ments influents tels que l\u2019isolement (et le besoin imp\u00e9rieux de relations humaines et d\u2019engagement accru) sont en train de transformer des secteurs et des march\u00e9s entiers.<\/p>\n

En fait, l\u2019\u00e9tablissement de relations humaines rev\u00eat une importance cruciale alors que la pand\u00e9mie mondiale a pouss\u00e9 le monde dans un univers num\u00e9rique et l\u2019a plong\u00e9 dans le chaos.<\/p>\n

De plus, il n\u2019a jamais \u00e9t\u00e9 aussi n\u00e9cessaire de rester en contact, et de renforcer la motivation et la communication, dans un contexte d\u2019essor soudain et rapide du t\u00e9l\u00e9travail, \u00e0 l\u2019\u00e9chelle mondiale et dans tous les secteurs d\u2019activit\u00e9.<\/p>\n

En cette nouvelle \u00e8re de travail hybride et d\u2019adoption fulgurante du t\u00e9l\u00e9travail, notre besoin de rester en contact est non seulement crucial pour la survie et le d\u00e9veloppement des entreprises, mais aussi, d\u2019un point de vue humain, pour pr\u00e9server le bien-\u00eatre des travailleurs.<\/p>\n

Le travail hybride pour les agents ces centres de contact <\/strong><\/h2>\n

Le renforcement des interactions et de l\u2019engagement est tout particuli\u00e8rement vital dans l\u2019univers des centres de contact.<\/p>\n

Disposer des bons outils peut sans aucun doute booster consid\u00e9rablement la productivit\u00e9 des agents, leur donner les moyens de g\u00e9rer les pressions quotidiennes multiples (en simplifiant les t\u00e2ches gr\u00e2ce \u00e0 l\u2019IA et \u00e0 l\u2019automatisation) et favoriser le bien-\u00eatre et la satisfaction des employ\u00e9s.<\/p>\n

Mais penchons-nous tout d\u2019abord sur des statistiques r\u00e9centes qui dressent un tableau clair des \u00e9volutions majeures du march\u00e9 et examinons pourquoi il n\u2019a jamais \u00e9t\u00e9 si important de rester en contact (et de favoriser une motivation \u00e9lev\u00e9e).<\/p>\n

Roy Morgan<\/a> r\u00e9v\u00e8le par exemple que 4,3\u00a0millions d\u2019Australiens (32\u00a0% de la population active) \u00e9taient en t\u00e9l\u00e9travail au pic du confinement.2<\/sup><\/p>\n

Les mod\u00e8les de travail hybride ont assur\u00e9ment la cote. Selon les conclusions d\u2019un rapport du McKinsey Global Institute<\/a>, les mod\u00e8les de t\u00e9l\u00e9travail hybrides perdureront dans le sillage de la pand\u00e9mie. Ce rapport estime ainsi que 20\u00a0% des employ\u00e9s pourraient t\u00e9l\u00e9travailler trois \u00e0 cinq jours par semaine aussi efficacement que s\u2019ils se trouvaient au bureau.3<\/sup><\/p>\n

Mieux encore\u00a0: dans le cadre d\u2019un r\u00e9cent rapport d\u2019Accenture<\/a>, 83\u00a0% des 9\u00a0326\u00a0employ\u00e9s interrog\u00e9s ont d\u00e9clar\u00e9 pr\u00e9f\u00e9rer un mod\u00e8le hybride dans lequel ils peuvent t\u00e9l\u00e9travailler au moins 25\u00a0% du temps.4<\/sup><\/p>\n

Un sentiment accru d\u2019appartenance\u00a0\u00a0<\/strong><\/h2>\n

\u00c0 la lumi\u00e8re de ces statistiques probantes, il est clairement important (et m\u00eame imp\u00e9ratif) que les employeurs fournissent aux t\u00e9l\u00e9travailleurs d\u2019aujourd\u2019hui (que vous les appeliez nomades num\u00e9riques, travailleurs hybrides ou collaborateurs modernes mobiles) les outils technologiques et de collaboration requis pour optimiser la communication, accro\u00eetre l\u2019engagement et procurer un plus grand sentiment d\u2019appartenance.<\/p>\n

Consid\u00e9r\u00e9s comme les \u00e9l\u00e9ments vitaux de toute organisation, les agents constituent les atouts les plus importants du centre de contact. Mais en raison des confinements r\u00e9p\u00e9t\u00e9s, ils sont malheureusement nombreux \u00e0 souffrir de probl\u00e8mes de sant\u00e9 mentale, de fatigue rapide, d\u2019\u00e9puisement, d\u2019inqui\u00e9tudes concernant leur s\u00e9curit\u00e9 personnelle et de niveaux de stress plus \u00e9lev\u00e9s dus \u00e0 l\u2019envol\u00e9e des taux de d\u00e9fection. Dans le m\u00eame temps, de nombreux agents doivent faire face \u00e0 des volumes croissants d\u2019appels li\u00e9s \u00e0 la pand\u00e9mie, augmentant encore cette pression.<\/p>\n

Heureusement, certains outils technologiques et de collaboration modernes apportent des r\u00e9ponses \u00e0 ces difficult\u00e9s et aident les agents \u00e0 op\u00e9rer une transition sans heurts vers leur nouveau mode de travail hybride et \u00e0 distance. Ces solutions donnent aux agents les moyens de travailler plus intelligemment et plus efficacement, tout en leur permettant aussi de rester en contact et de maintenir le lien avec leurs coll\u00e8gues, les clients et leurs proches.<\/p>\n

Par exemple, Webex<\/a> permet aux employ\u00e9s de garder le contact en toute s\u00e9curit\u00e9 via les appels cloud, les r\u00e9unions et la messagerie, qu\u2019ils soient au bureau, en t\u00e9l\u00e9travail ou en d\u00e9placement. La communication au sein des \u00e9quipes est optimis\u00e9e, et les employ\u00e9s ont acc\u00e8s \u00e0 davantage de donn\u00e9es et d\u2019informations pour prendre des d\u00e9cisions professionnelles plus avis\u00e9es.<\/p>\n

Cet article vous a fourni un aper\u00e7u de l\u2019impact que peut avoir Webex<\/a> en donnant aux employ\u00e9s, et notamment aux agents des centres de contact, les moyens de s\u2019\u00e9panouir \u00e0 l\u2019\u00e8re du travail hybride.<\/p>\n

Je tiens cependant \u00e0 explorer ce sujet plus en d\u00e9tail. C\u2019est pourquoi je vous invite \u00e0 consulter la deuxi\u00e8me partie de cette s\u00e9rie (\u00e0 venir prochainement), dans laquelle nous vous proposerons une analyse plus approfondie et d\u00e9voilerons d\u2019autres informations sur la mani\u00e8re dont nous pouvons aider les dirigeants des centres de contact \u00e0 assurer la transition vers le travail hybride gr\u00e2ce aux technologies et \u00e0 l\u2019innovation.<\/p>\n


\n Pour <\/span>
\n en savoir plus sur <\/span>
\n la mani\u00e8re dont Webex <\/span>
\n peut optimiser <\/span>
\n la collaboration des \u00e9quipes<\/span>
\n \u00e0 l\u2019\u00e8re du <\/span>
\n travail hybride<\/span>
\n , <\/span>
\n n\u2019h\u00e9sitez pas \u00e0 <\/span>
\n consulter <\/span>
\n d\u2019autres <\/span>
\n<\/span>
\n
\n articles<\/span>
\n <\/span>
\n<\/a>
\n passionnants ici.<\/span>
\n<\/span>
\n \u00a0<\/span>
\n<\/span>\u00a0<\/span><\/p><\/blockquote>\n

Sources\u00a0:<\/strong><\/p>\n

    \n
  1. Enqu\u00eate mondiale annuelle de Gartner aupr\u00e8s des directeurs informatiques<\/a><\/li>\n
  2. Roy Morgan<\/a>\u00a0: Pr\u00e8s d\u2019un tiers des employ\u00e9s australiens sont pass\u00e9s au #t\u00e9l\u00e9travail<\/u><\/li>\n
  3. Rapport McKinsey Global Institute\u00a02020<\/a><\/li>\n
  4. Accenture<\/a>\u00a0: L\u2019avenir du travail\u00a0: un mod\u00e8le de travail hybride <\/u><\/li>\n<\/ol>\n

    En savoir plus<\/strong><\/p>\n

    Int\u00e9grer la puissance des donn\u00e9es dans les centres de contact pour cr\u00e9er des \u00ab\u00a0super agents\u00a0\u00bb<\/a> [Blog<\/a>]<\/p>\n

    L\u2019innovation pour les centres de contact \u00e0 l\u2019\u00e8re du client<\/a> [Blog<\/a>]<\/p>\n

    Le paysage changeant de l\u2019exp\u00e9rience client d\u2019entreprise, perspectives d\u2019un expert<\/a> [Webinaire enregistr\u00e9]<\/p>\n

    D\u00e9passer les attentes gr\u00e2ce aux solutions d\u2019exp\u00e9rience client Webex<\/a> [Blog]<\/p>\n

    Cisco + IMImobile\u00a0: Offrir ensemble l\u2019exp\u00e9rience client de demain<\/a>\u00a0[Blog]<\/p>\n

    Webex Contact Center<\/a>\u00a0[Site web]<\/p>\n

    Webex Contact Center<\/a>\u00a0[Webinaire enregistr\u00e9]<\/p>\n

    B\u00e9n\u00e9ficiez d\u2019une d\u00e9mo personnalis\u00e9e d\u00e8s aujourd\u2019hui pour vous lancer<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

    Cette s\u00e9rie de 2\u00a0articles met en lumi\u00e8re l\u2019impact de la \u00ab\u00a0nouvelle normalit\u00e9\u00a0\u00bb dans l\u2019industrie des centres de contact. Elle fournit […]<\/p>\n","protected":false},"author":5426,"featured_media":21131,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1563],"tags":[15112],"class_list":["post-373042","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-client","tag-workforce-management"],"acf":[],"yoast_head":"\nPartie\u00a01\u00a0: Webex donne aux agents des centres de contact les moyens de r\u00e9ussir \u00e0 l\u2019\u00e8re du travail hybride | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/part-1-webex-enables-contact-center-agents-to-thrive-in-the-era-of-hybrid-work\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Partie\u00a01\u00a0: Webex donne aux agents des centres de contact les moyens de r\u00e9ussir \u00e0 l\u2019\u00e8re du travail hybride | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Cette s\u00e9rie de 2\u00a0articles met en lumi\u00e8re l\u2019impact de la \u00ab\u00a0nouvelle normalit\u00e9\u00a0\u00bb dans l\u2019industrie des centres de contact. 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