{"id":29908,"date":"2021-06-10T08:05:07","date_gmt":"2021-06-10T08:05:07","guid":{"rendered":"\/fr\/fr\/blog\/?p=29908"},"modified":"2023-10-30T11:04:27","modified_gmt":"2023-10-30T11:04:27","slug":"comment-motiver-lequipe-de-votre-centre-de-contact-a-distance","status":"publish","type":"post","link":"\/fr\/fr\/blog\/comment-motiver-lequipe-de-votre-centre-de-contact-a-distance\/","title":{"rendered":"Comment Motiver l\u2019\u00c9quipe de Votre Centre de Contact \u00e0 Distance ?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">La flexibilit\u00e9 du travail \u00e0 domicile est devenue encore plus \u00e9vidente au cours des douze derniers mois. Beaucoup d\u2019employ\u00e9s ont exp\u00e9riment\u00e9 cette forme de travail pour la premi\u00e8re fois lorsque leurs bureaux ont d\u00fb fermer en 2020. Pour les centres de contact, la situation n&rsquo;a pas \u00e9t\u00e9 diff\u00e9rente. Les entreprises ont d\u00fb trouver un \u00e9quilibre entre la coordination de leurs \u00e9quipes virtuelles et la gestion des agents qui souhaitent retourner au bureau.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Les entreprises ont r\u00e9alis\u00e9 que, tant que le travail est effectu\u00e9, l&rsquo;endroit o\u00f9 se trouvent leurs employ\u00e9s importe peu. Les managers communiquent clairement les responsabilit\u00e9s et les orientations professionnelles, fournissent les ressources dont leurs employ\u00e9s ont besoin, et leur font confiance pour mener \u00e0 bien leurs missions. Mais quels autres facteurs ont influenc\u00e9 les centres de contact au cours de l&rsquo;ann\u00e9e \u00e9coul\u00e9e ?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nous avons demand\u00e9 \u00e0 des experts reconnus de partager leurs conseils pour aider les centres de contact \u00e0 aller plus loin dans la motivation des employ\u00e9s \u00e0 distance.<\/span><\/p>\n<h2><strong>L&rsquo;essor du travail \u00e0 distance<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Ces derni\u00e8res ann\u00e9es, le travail \u00e0 distance <\/span><a href=\"https:\/\/www.flexjobs.com\/blog\/post\/remote-work-statistics\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">a augment\u00e9 de 44 %<\/span><\/a><span style=\"font-weight: 400;\">. Une \u00e9tape importante a \u00e9t\u00e9 franchie en accordant aux membres de l&rsquo;\u00e9quipe <\/span><b>plus de temps personnel<\/b><span style=\"font-weight: 400;\">, ce qui a stimul\u00e9 l&rsquo;esprit d&rsquo;\u00e9quipe, <\/span><b>augment\u00e9 la productivit\u00e9<\/b><span style=\"font-weight: 400;\"> et r\u00e9duit la tension chez les travailleurs.<\/span><\/p>\n<div class=\"blockquote-with-left-photo-container\">\n<style>.blockquote-with-left-photo-container{display:block;border-top:1px solid rgba(0,0,0,.07);padding-top:60px;margin-top:40px}.blockquote-with-left-photo{max-width:600px;margin:0 auto;display:block}.blockquote-with-left-photo .photo{display:block;overflow:hidden;max-width:100%;padding-right:20px;width:110px}.blockquote-with-left-photo .photo img{border-radius:50%;-webkit-border-radius:50%;margin:20px auto}body.single-post .entry-content .blockquote-style-3{margin-left:0;padding-left:30px;padding-top:.5em;border-left:5px solid #002fa7!important;overflow:hidden}body.single-post .entry-content blockquote.blockquote-style-3:after,body.single-post .entry-content blockquote.blockquote-style-3:before{height:0}body.single-post .entry-content blockquote .blockquote-p-1{font-style:normal}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{padding:0}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{margin-bottom:15px}body.single-post .entry-content blockquote.blockquote-style-3 p{font-size:24px;line-height:36px; font-style:normal; color:#001138;}body.single-post .entry-content blockquote p.blockquote-p-2{font-family:'Proxima Nova',sans-serif!important;font-style:normal;padding-top:0;font-size:16px;line-height:23px;margin-top:24px;}body.single-post .entry-content blockquote p.blockquote-p-2 a{font-weight:bold;}@media (min-width:481px){body.single-post .entry-content blockquote .blockquote-p-1{margin-bottom:24px}body.single-post .entry-content .blockquote-style-3{margin-left:110px}.blockquote-with-left-photo .photo{float:left}body.single-post .entry-content blockquote .blockquote-p-1>span{font-size:30px;line-height:35px}}<\/style>\n<div class=\"blockquote-with-left-photo\">\n<div class=\"photo\"><picture><source srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" type=\"image\/webp\" \/><\/picture> <picture><img decoding=\"async\" class=\"lazyloaded\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" alt=\"Michael Brandt\" data-ll-status=\"loaded\" \/><\/picture><noscript><picture><source type=\"image\/webp\" srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\"><\/span><img decoding=\"async\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" alt=\"Michael Brandt\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_end\"><\/span>\n<\/picture>\n<\/noscript><\/div>\n<blockquote class=\"blockquote-style-3\"><p><strong class=\"\">\u201cLa situation actuelle du t\u00e9l\u00e9travail a amen\u00e9 de nouveaux d\u00e9fis pour les responsables hi\u00e9rarchiques, mais cela ne signifie pas que toutes les r\u00e8gles de management apprises ou rassembl\u00e9es au fil des ann\u00e9es d&rsquo;exp\u00e9rience doivent \u00eatre abandonn\u00e9es.\u201d<\/strong><\/p>\n<p class=\"blockquote-p-2\">&#8211; <a class=\"rc-cta-shortcode\" data-dl-element=\"button\" data-wpel-link=\"internal\">Michael Brandt<\/a>, fondateur et PDG, CX-Excellence<\/p>\n<\/blockquote>\n<div class=\"clearfix\"><\/div>\n<\/div>\n<\/div>\n<p><span style=\"font-weight: 400;\">Vous connaissez probablement les avantages du travail \u00e0 distance sur les employ\u00e9s actuels, mais l&rsquo;autre point \u00e0 consid\u00e9rer est comment cela peut \u00e9galement <\/span><b>faciliter votre recrutement.<\/b><span style=\"font-weight: 400;\"> Aujourd&rsquo;hui, plus que jamais, vous pouvez recruter des candidats venant de plus loin et <\/span><b>poss\u00e9dant les comp\u00e9tences que vous recherchez<\/b><span style=\"font-weight: 400;\">. Les \u00e9quipes \u00e0 distance peuvent s&rsquo;agrandir instantan\u00e9ment, et l&rsquo;attrait du t\u00e9l\u00e9travail dans une description de poste permet d\u2019attirer un <\/span><b>\u00e9ventail plus diversifi\u00e9 de candidats<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<div class=\"blockquote-with-left-photo-container\">\n<style>.blockquote-with-left-photo-container{display:block;border-top:1px solid rgba(0,0,0,.07);padding-top:20px;margin-top:40px;margin-bottom:20px}.blockquote-with-left-photo{max-width:600px;margin:0 auto;display:block}.blockquote-with-left-photo .photo{display:block;overflow:hidden;max-width:100%;padding-right:20px;width:110px}.blockquote-with-left-photo .photo img{border-radius:50%;-webkit-border-radius:50%;margin:20px auto}body.single-post .entry-content .blockquote-style-3{margin-left:0;padding-left:30px;padding-top:.5em;border-left:5px solid #002fa7!important;overflow:hidden}body.single-post .entry-content blockquote.blockquote-style-3:after,body.single-post .entry-content blockquote.blockquote-style-3:before{height:0}body.single-post .entry-content blockquote .blockquote-p-1{font-style:normal}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{padding:0}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{margin-bottom:15px}body.single-post .entry-content blockquote.blockquote-style-3 p{font-size:24px;line-height:36px; font-style:normal; color:#001138;}body.single-post .entry-content blockquote p.blockquote-p-2{font-family:'Proxima Nova',sans-serif!important;font-style:normal;padding-top:0;font-size:16px;line-height:23px;margin-top:24px;}body.single-post .entry-content blockquote p.blockquote-p-2 a{font-weight:bold;}@media (min-width:481px){body.single-post .entry-content blockquote .blockquote-p-1{margin-bottom:24px}body.single-post .entry-content .blockquote-style-3{margin-left:110px}.blockquote-with-left-photo .photo{float:left}body.single-post .entry-content blockquote .blockquote-p-1>span{font-size:30px;line-height:35px}}<\/style>\n<div class=\"blockquote-with-left-photo\">\n<div class=\"photo\"><picture><source srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" type=\"image\/webp\" \/><\/picture> <picture><img decoding=\"async\" class=\"lazyloaded\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" alt=\"Michael Brandt\" data-ll-status=\"loaded\" \/><\/picture><noscript><picture><source type=\"image\/webp\" srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\"><\/span><img decoding=\"async\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" alt=\"Michael Brandt\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_end\"><\/span>\n<\/picture>\n<\/noscript><\/div>\n<blockquote class=\"blockquote-style-3\"><p><strong class=\"\">\u201cLe t\u00e9l\u00e9travail est l\u00e0 pour rester&#8230; et si nous n&rsquo;avons pas r\u00e9ussi \u00e0 y penser au cours des douze derniers mois, si nous n&rsquo;avons pas introduit de changements ou m\u00eame pens\u00e9 que cela fonctionnera d&rsquo;une mani\u00e8re ou d&rsquo;une autre, alors il est trop tard !\u201d<\/strong><\/p>\n<p class=\"blockquote-p-2\">&#8211; <a class=\"rc-cta-shortcode\" data-dl-element=\"button\" data-wpel-link=\"internal\">Marianne Rutz<\/a>, fondatrice de Rutz Consulting<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<p>En allant plus loin dans l&rsquo;avenir du travail, un cadre de travail hybride &#8211; un m\u00e9lange de collaborateurs \u00e0 distance, en t\u00e9l\u00e9travail partiel et au bureau &#8211; permet aux entreprises de se construire autour de la technologie, des plateformes digitales, de l&rsquo;innovation, de l&rsquo;efficacit\u00e9 et de la r\u00e9silience. Des fuseaux horaires aux lieux, de l&rsquo;exp\u00e9rience de l&#8217;employ\u00e9 \u00e0 l&rsquo;exp\u00e9rience du client, le travail hybride restera probablement un \u00e9l\u00e9ment essentiel pour les entreprises priorisant les parcours client.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-29926\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/sd56ytt-1024x683.png\" alt=\"\" width=\"840\" height=\"560\" \/><\/p>\n<h2><strong>Utiliser les bonnes strat\u00e9gies, les bons outils et processus<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Lorsque les agents du service client disposent des bons outils, les clients b\u00e9n\u00e9ficient d&rsquo;une meilleure exp\u00e9rience. <\/span><a href=\"https:\/\/go2.medallia.com\/contact-center-digital-better-together-ebook.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">75 % des clients<\/span><\/a><span style=\"font-weight: 400;\"> souhaitent avoir une exp\u00e9rience coh\u00e9rente, <\/span><b>quel que soit le service avec lequel ils communiquent<\/b><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">La technologie des centres de contact permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client avec <\/span><b>une flexibilit\u00e9 omnicanale<\/b><span style=\"font-weight: 400;\">. Elle leur permet de maintenir la conversation avec les clients pour <\/span><b>r\u00e9soudre les probl\u00e8mes plus rapidement<\/b><span style=\"font-weight: 400;\">. En outre, ces outils aident les agents \u00e0 obtenir <\/span><b>des informations contextuelles essentielles<\/b><span style=\"font-weight: 400;\">, qu&rsquo;ils n&rsquo;auraient pas pu obtenir autrement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Passer d&rsquo;un bureau physique au <\/span><a href=\"\/fr\/fr\/blog\/comment-developper-equipe-relation-client-distance\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">travail \u00e0 distance<\/span><\/a><span style=\"font-weight: 400;\"> n&rsquo;est pas facile pour de nombreuses raisons, dont plusieurs peuvent \u00eatre facilement r\u00e9solues. Cela peut commencer par permettre aux agents de disposer d&rsquo;un ordinateur portable et des outils n\u00e9cessaires. Les applications cloud permettent un travail flexible, avec des fonctionnalit\u00e9s permettant <\/span><b>la collaboration \u00e0 distance entre les \u00e9quipes.<\/b><\/p>\n<h2><strong>Renforcez les relations au sein de votre \u00e9quipe<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Les \u00e9quipes ont plus de mal \u00e0 cr\u00e9er une coh\u00e9sion lorsqu&rsquo;elles sont \u00e0 distance, il est donc essentiel de trouver des moyens de combler ces lacunes. Pour cela, veillez \u00e0 ce que les \u00e9quipes puissent cr\u00e9er des groupes virtuels et encouragez les rencontres lorsque cela est possible en toute s\u00e9curit\u00e9, afin de r\u00e9unir les comp\u00e9tences interpersonnelles ou de faire une pause \u00e0 la fin d&rsquo;une <\/span><a href=\"\/fr\/fr\/blog\/conseils-pour-faire-une-bonne-visioconference\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">r\u00e9union vid\u00e9o<\/span><\/a><span style=\"font-weight: 400;\"> pour prendre un caf\u00e9.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Encouragez les nouveaux employ\u00e9s \u00e0 \u00e9changer avec un membre de l&rsquo;\u00e9quipe qui peut \u00eatre leur mentor d\u00e9sign\u00e9, ce qui leur permet de recevoir de l\u2019aide ou d\u2019\u00e9tablir un lien avec des coll\u00e8gues ayant des int\u00e9r\u00eats similaires.<\/span><\/p>\n<div class=\"blockquote-with-left-photo-container\">\n<style>.blockquote-with-left-photo-container{display:block;border-top:1px solid rgba(0,0,0,.07);padding-top:60px;margin-top:40px}.blockquote-with-left-photo{max-width:600px;margin:0 auto;display:block}.blockquote-with-left-photo .photo{display:block;overflow:hidden;max-width:100%;padding-right:20px;width:110px}.blockquote-with-left-photo .photo img{border-radius:50%;-webkit-border-radius:50%;margin:20px auto}body.single-post .entry-content .blockquote-style-3{margin-left:0;padding-left:30px;padding-top:.5em;border-left:5px solid #002fa7!important;overflow:hidden}body.single-post .entry-content blockquote.blockquote-style-3:after,body.single-post .entry-content blockquote.blockquote-style-3:before{height:0}body.single-post .entry-content blockquote .blockquote-p-1{font-style:normal}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{padding:0}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{margin-bottom:15px}body.single-post .entry-content blockquote.blockquote-style-3 p{font-size:24px;line-height:36px; font-style:normal; color:#001138;}body.single-post .entry-content blockquote p.blockquote-p-2{font-family:'Proxima Nova',sans-serif!important;font-style:normal;padding-top:0;font-size:16px;line-height:23px;margin-top:24px;}body.single-post .entry-content blockquote p.blockquote-p-2 a{font-weight:bold;}@media (min-width:481px){body.single-post .entry-content blockquote .blockquote-p-1{margin-bottom:24px}body.single-post .entry-content .blockquote-style-3{margin-left:110px}.blockquote-with-left-photo .photo{float:left}body.single-post .entry-content blockquote .blockquote-p-1>span{font-size:30px;line-height:35px}}<\/style>\n<div class=\"blockquote-with-left-photo\">\n<div class=\"photo\"><picture><source srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" type=\"image\/webp\" \/><\/picture> <picture><img decoding=\"async\" class=\"lazyloaded\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" alt=\"Michael Brandt\" data-ll-status=\"loaded\" \/><\/picture><noscript><picture><source type=\"image\/webp\" srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\"><\/span><img decoding=\"async\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" alt=\"Michael Brandt\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_end\"><\/span>\n<\/picture>\n<\/noscript><\/div>\n<blockquote class=\"blockquote-style-3\"><p><strong class=\"\">\u201cTravailler \u00e0 distance signifie que les \u00e9quipes, plus que jamais, ont besoin de savoir qu&rsquo;elles sont appr\u00e9ci\u00e9es et qu&rsquo;on leur fait confiance. Sans interaction quotidienne avec leurs pairs, ils n&rsquo;ont plus de points de r\u00e9f\u00e9rence. Traitez les entretiens individuels comme des s\u00e9ances de coaching, visant davantage \u00e0 maintenir et \u00e0 am\u00e9liorer les niveaux de performance qu&rsquo;\u00e0 \u2018v\u00e9rifier\u2019. En tant que sup\u00e9rieur hi\u00e9rarchique, n&rsquo;oubliez pas que le travail \u00e0 domicile comporte ses propres d\u00e9fis pour vos \u00e9quipes. Et les managers doivent \u00eatre pr\u00eats \u00e0 aborder ces questions lors de leurs entretiens individuels r\u00e9guliers.\u201d<\/strong><\/p>\n<p class=\"blockquote-p-2\">&#8211; <a class=\"rc-cta-shortcode\" data-dl-element=\"button\" data-wpel-link=\"internal\">Michael Brandt<\/a>, fondateur et PDG, CX-Excellence<\/p>\n<\/blockquote>\n<div class=\"clearfix\">Montrez \u00e0 vos coll\u00e8gues \u00e0 distance qu&rsquo;il existe suffisamment d&rsquo;occasions de se connecter avec vous et d&rsquo;aborder les probl\u00e8mes. Incitez-les \u00e0 tenir des conversations vid\u00e9o en t\u00eate-\u00e0-t\u00eate lorsque c&rsquo;est possible et recherchez les moments qui leur permettent de s&rsquo;exprimer.<\/div>\n<\/div>\n<\/div>\n<div class=\"blockquote-with-left-photo-container\">\n<style>.blockquote-with-left-photo-container{display:block;border-top:1px solid rgba(0,0,0,.07);padding-top:20px;margin-top:40px;margin-bottom:20px}.blockquote-with-left-photo{max-width:600px;margin:0 auto;display:block}.blockquote-with-left-photo .photo{display:block;overflow:hidden;max-width:100%;padding-right:20px;width:110px}.blockquote-with-left-photo .photo img{border-radius:50%;-webkit-border-radius:50%;margin:20px auto}body.single-post .entry-content .blockquote-style-3{margin-left:0;padding-left:30px;padding-top:.5em;border-left:5px solid #002fa7!important;overflow:hidden}body.single-post .entry-content blockquote.blockquote-style-3:after,body.single-post .entry-content blockquote.blockquote-style-3:before{height:0}body.single-post .entry-content blockquote .blockquote-p-1{font-style:normal}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{padding:0}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{margin-bottom:15px}body.single-post .entry-content blockquote.blockquote-style-3 p{font-size:24px;line-height:36px; font-style:normal; color:#001138;}body.single-post .entry-content blockquote p.blockquote-p-2{font-family:'Proxima Nova',sans-serif!important;font-style:normal;padding-top:0;font-size:16px;line-height:23px;margin-top:24px;}body.single-post .entry-content blockquote p.blockquote-p-2 a{font-weight:bold;}@media (min-width:481px){body.single-post .entry-content blockquote .blockquote-p-1{margin-bottom:24px}body.single-post .entry-content .blockquote-style-3{margin-left:110px}.blockquote-with-left-photo .photo{float:left}body.single-post .entry-content blockquote .blockquote-p-1>span{font-size:30px;line-height:35px}}<\/style>\n<div class=\"blockquote-with-left-photo\">\n<div class=\"photo\"><picture><source srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" type=\"image\/webp\" \/><\/picture> <picture><img decoding=\"async\" class=\"lazyloaded\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" alt=\"Michael Brandt\" data-ll-status=\"loaded\" \/><\/picture><noscript><picture><source type=\"image\/webp\" srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\"><\/span><img decoding=\"async\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" alt=\"Michael Brandt\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_end\"><\/span>\n<\/picture>\n<\/noscript><\/div>\n<blockquote class=\"blockquote-style-3\"><p><strong class=\"\">\u201cUne conversation de 15 minutes = des r\u00e9sultats ! Trois conversations de 15 minutes par jour avec trois employ\u00e9s, coll\u00e8gues, clients peuvent donner plus de r\u00e9sultats que 60 minutes en t\u00eate-\u00e0-t\u00eate ! Cependant, il faut \u00eatre r\u00e9gulier !\u201d<\/strong><\/p>\n<p class=\"blockquote-p-2\">&#8211; <a class=\"rc-cta-shortcode\" data-dl-element=\"button\" data-wpel-link=\"internal\">Marianne Rutz<\/a>, fondatrice de Rutz Consulting<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<h2><strong>La cl\u00e9 du leadership dans le travail \u00e0 distance<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Les r\u00e9unions avec les employ\u00e9s sont essentielles, non seulement pour la constitution d&rsquo;une \u00e9quipe, mais aussi pour le leadership. Des \u00e9changes r\u00e9guliers permettent d\u2019aborder les probl\u00e8mes et les difficult\u00e9s des employ\u00e9s. Cela permet de trouver des solutions ensemble et de soutenir vos \u00e9quipes. Il est \u00e9galement essentiel de mettre en avant les choses qui vont bien <\/span><b>afin que vos employ\u00e9s se sentent valoris\u00e9s et motiv\u00e9s.<\/b><\/p>\n<p>&nbsp;<\/p>\n<div class=\"blockquote-with-left-photo-container\">\n<style>.blockquote-with-left-photo-container{display:block;border-top:1px solid rgba(0,0,0,.07);padding-top:60px;margin-top:40px}.blockquote-with-left-photo{max-width:600px;margin:0 auto;display:block}.blockquote-with-left-photo .photo{display:block;overflow:hidden;max-width:100%;padding-right:20px;width:110px}.blockquote-with-left-photo .photo img{border-radius:50%;-webkit-border-radius:50%;margin:20px auto}body.single-post .entry-content .blockquote-style-3{margin-left:0;padding-left:30px;padding-top:.5em;border-left:5px solid #002fa7!important;overflow:hidden}body.single-post .entry-content blockquote.blockquote-style-3:after,body.single-post .entry-content blockquote.blockquote-style-3:before{height:0}body.single-post .entry-content blockquote .blockquote-p-1{font-style:normal}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{padding:0}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{margin-bottom:15px}body.single-post .entry-content blockquote.blockquote-style-3 p{font-size:24px;line-height:36px; font-style:normal; color:#001138;}body.single-post .entry-content blockquote p.blockquote-p-2{font-family:'Proxima Nova',sans-serif!important;font-style:normal;padding-top:0;font-size:16px;line-height:23px;margin-top:24px;}body.single-post .entry-content blockquote p.blockquote-p-2 a{font-weight:bold;}@media (min-width:481px){body.single-post .entry-content blockquote .blockquote-p-1{margin-bottom:24px}body.single-post .entry-content .blockquote-style-3{margin-left:110px}.blockquote-with-left-photo .photo{float:left}body.single-post .entry-content blockquote .blockquote-p-1>span{font-size:30px;line-height:35px}}<\/style>\n<div class=\"blockquote-with-left-photo\">\n<div class=\"photo\"><picture><source srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" type=\"image\/webp\" \/><\/picture> <picture><img decoding=\"async\" class=\"lazyloaded\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" alt=\"Michael Brandt\" data-ll-status=\"loaded\" \/><\/picture><noscript><picture><source type=\"image\/webp\" srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\"><\/span><img decoding=\"async\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Michael-Brandt-res.jpg\" alt=\"Michael Brandt\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_end\"><\/span>\n<\/picture>\n<\/noscript><\/div>\n<blockquote class=\"blockquote-style-3\"><p><strong class=\"\">\u201cVous pouvez \u00e9galement planifier 15 minutes par jour pour les sup\u00e9rieurs, que vous utilisez avec chaque employ\u00e9 pour donner des conseils et des solutions aux probl\u00e8mes. L&rsquo;\u00e9change quotidien est important pour soutenir les employ\u00e9s et garantir leur efficacit\u00e9.\u201d<\/strong><\/p>\n<p class=\"blockquote-p-2\">&#8211; <a class=\"rc-cta-shortcode\" data-dl-element=\"button\" data-wpel-link=\"internal\">Michael Brandt<\/a>, fondateur et PDG, CX-Excellence<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-29928\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/laptop-woman-1024x683.png\" alt=\"\" width=\"840\" height=\"560\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Ces retours r\u00e9guliers sont importants, mais <\/span><b>le feedback en temps r\u00e9el<\/b><span style=\"font-weight: 400;\"> est \u00e9galement essentiel pour soutenir vos employ\u00e9s. Donnez-leur les bons conseils et aidez-les ainsi \u00e0 s\u2019am\u00e9liorer en continu et \u00e0 se d\u00e9velopper.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00c9tant donn\u00e9 qu&rsquo;il n&rsquo;y a aucun contact direct avec les coll\u00e8gues et peu de contact social en t\u00e9l\u00e9travail, les employ\u00e9s peuvent ressentir un fort sentiment d&rsquo;isolement. C&rsquo;est pourquoi <\/span><b>il est sugg\u00e9r\u00e9 de communiquer davantage<\/b><span style=\"font-weight: 400;\"> pour \u00e9viter ces sentiments n\u00e9gatifs.<\/span><\/p>\n<div class=\"blockquote-with-left-photo-container\">\n<style>.blockquote-with-left-photo-container{display:block;border-top:1px solid rgba(0,0,0,.07);padding-top:20px;margin-top:40px;margin-bottom:20px}.blockquote-with-left-photo{max-width:600px;margin:0 auto;display:block}.blockquote-with-left-photo .photo{display:block;overflow:hidden;max-width:100%;padding-right:20px;width:110px}.blockquote-with-left-photo .photo img{border-radius:50%;-webkit-border-radius:50%;margin:20px auto}body.single-post .entry-content .blockquote-style-3{margin-left:0;padding-left:30px;padding-top:.5em;border-left:5px solid #002fa7!important;overflow:hidden}body.single-post .entry-content blockquote.blockquote-style-3:after,body.single-post .entry-content blockquote.blockquote-style-3:before{height:0}body.single-post .entry-content blockquote .blockquote-p-1{font-style:normal}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{padding:0}body.single-post .entry-content blockquote .blockquote-p-1,body.single-post .entry-content blockquote .blockquote-p-2{margin-bottom:15px}body.single-post .entry-content blockquote.blockquote-style-3 p{font-size:24px;line-height:36px; font-style:normal; color:#001138;}body.single-post .entry-content blockquote p.blockquote-p-2{font-family:'Proxima Nova',sans-serif!important;font-style:normal;padding-top:0;font-size:16px;line-height:23px;margin-top:24px;}body.single-post .entry-content blockquote p.blockquote-p-2 a{font-weight:bold;}@media (min-width:481px){body.single-post .entry-content blockquote .blockquote-p-1{margin-bottom:24px}body.single-post .entry-content .blockquote-style-3{margin-left:110px}.blockquote-with-left-photo .photo{float:left}body.single-post .entry-content blockquote .blockquote-p-1>span{font-size:30px;line-height:35px}}<\/style>\n<div class=\"blockquote-with-left-photo\">\n<div class=\"photo\"><picture><source srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" type=\"image\/webp\" \/><\/picture> <picture><img decoding=\"async\" class=\"lazyloaded\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" alt=\"Michael Brandt\" data-ll-status=\"loaded\" \/><\/picture><noscript><picture><source type=\"image\/webp\" srcset=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\"><\/span><img decoding=\"async\" src=\"\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/Marianne-Rutz.jpeg\" alt=\"Michael Brandt\"\/><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_end\"><\/span>\n<\/picture>\n<\/noscript><\/div>\n<blockquote class=\"blockquote-style-3\"><p><strong class=\"\">\u201cTous les employ\u00e9s ne sont pas adapt\u00e9s au t\u00e9l\u00e9travail ! C&rsquo;est \u00e0 nous, managers, de le reconna\u00eetre et de cr\u00e9er le meilleur lieu de travail pour chaque employ\u00e9 &#8211; que ce soit \u00e0 la maison ou au bureau !\u201d<\/strong><\/p>\n<p class=\"blockquote-p-2\">&#8211; <a class=\"rc-cta-shortcode\" data-dl-element=\"button\" data-wpel-link=\"internal\">Marianne Rutz<\/a>, fondatrice de Rutz Consulting<\/p>\n<\/blockquote>\n<\/div>\n<\/div>\n<h2><strong>Conclusion<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">La transition massive vers le t\u00e9l\u00e9travail a amen\u00e9 de nouveaux challenges pour les centres de contact, en particulier le fait de garder les employ\u00e9s engag\u00e9s et motiv\u00e9s. Alors que le t\u00e9l\u00e9travail s\u2019installe de mani\u00e8re plus durable, les entreprises ont r\u00e9ussi \u00e0 conserver l\u2019engagement de leurs \u00e9quipes \u00e0 distance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En plus des strat\u00e9gies de management, les technologies jouent un r\u00f4le essentiel pour aider les collaborateurs \u00e0 communiquer efficacement et \u00e0 s\u2019adapter au nouveau monde du travail hybride. En limitant le nombre d\u2019outils et en \u00e9tant accessibles partout, <\/span><a href=\"https:\/\/www.ringcentral.com\/fr\/fr\/remote-support-customer-service.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">les solutions cloud pour les centres de contact<\/span><\/a><span style=\"font-weight: 400;\"> permettent aux collaborateurs de rester concentr\u00e9s sur leur missions, contribuant ainsi \u00e0 une meilleure satisfaction client.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La flexibilit\u00e9 du travail \u00e0 domicile est devenue encore plus \u00e9vidente au cours des douze derniers mois. Beaucoup d\u2019employ\u00e9s ont exp\u00e9riment\u00e9 cette forme de travail pour la premi\u00e8re fois lorsque leurs bureaux ont d\u00fb fermer en 2020. Pour les centres de contact, la situation n&rsquo;a pas \u00e9t\u00e9 diff\u00e9rente. Les entreprises ont d\u00fb trouver un \u00e9quilibre &#8230;<\/p>\n","protected":false},"author":47,"featured_media":29910,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Comment Motiver l\u2019\u00c9quipe de Votre Centre de Contact \u00e0 Distance ? | Blog RingCentral<\/title>\n<meta name=\"description\" content=\"a flexibilit\u00e9 du travail \u00e0 domicile est devenue encore plus \u00e9vidente au cours des douze derniers mois. Beaucoup d\u2019employ\u00e9s ont exp\u00e9riment\u00e9 cet\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/fr\/fr\/blog\/comment-motiver-lequipe-de-votre-centre-de-contact-a-distance\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment Motiver l\u2019\u00c9quipe de Votre Centre de Contact \u00e0 Distance ? | Blog RingCentral\" \/>\n<meta property=\"og:description\" content=\"a flexibilit\u00e9 du travail \u00e0 domicile est devenue encore plus \u00e9vidente au cours des douze derniers mois. Beaucoup d\u2019employ\u00e9s ont exp\u00e9riment\u00e9 cet\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/fr\/fr\/blog\/comment-motiver-lequipe-de-votre-centre-de-contact-a-distance\/\" \/>\n<meta property=\"og:site_name\" content=\"Blog RingCentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-06-10T08:05:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-30T11:04:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/fr\/fr\/blog\/wp-content\/uploads\/2021\/06\/woman-business-person-working-at-home-home-laptop-entrepreneur-remote-work-computer-female-pc_t20_0Xn6nB.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2093\" \/>\n\t<meta property=\"og:image:height\" content=\"1395\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Adrien Lemaire\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@RingCentralFR\" \/>\n<meta name=\"twitter:site\" content=\"@RingCentralFR\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adrien Lemaire\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Comment Motiver l\u2019\u00c9quipe de Votre Centre de Contact \u00e0 Distance ? | Blog RingCentral","description":"a flexibilit\u00e9 du travail \u00e0 domicile est devenue encore plus \u00e9vidente au cours des douze derniers mois. 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