{"id":1582,"date":"2024-12-21T01:14:00","date_gmt":"2024-12-21T00:14:00","guid":{"rendered":"https:\/\/oswego.eu\/?p=1582"},"modified":"2024-12-20T19:15:17","modified_gmt":"2024-12-20T18:15:17","slug":"developper-les-competences-pour-reinventer-lexperience-client","status":"publish","type":"post","link":"https:\/\/oswego.eu\/en\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/","title":{"rendered":"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client"},"content":{"rendered":"<div class=\"wp-block-group alignfull has-base-2-background-color has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-c312811a wp-block-group-is-layout-constrained\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--20);padding-right:var(--wp--preset--spacing--50);padding-bottom:var(--wp--preset--spacing--20);padding-left:var(--wp--preset--spacing--50)\">\n<div class=\"wp-block-columns alignfull is-layout-flex wp-container-core-columns-is-layout-6f97adf0 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-cover wp-duotone-unset-1\" style=\"padding-right:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40);min-height:430px;aspect-ratio:unset;\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"319\" height=\"478\" data-attachment-id=\"1162\" data-permalink=\"https:\/\/oswego.eu\/en\/oo_portrait_20\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_20.png?fit=319%2C478&amp;ssl=1\" data-orig-size=\"319,478\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_portrait_20\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_20.png?fit=319%2C478&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-1162 size-large\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_20.png?resize=319%2C478&#038;ssl=1\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-base-2-background-color has-background-dim-70 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-small-font-size wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">21 D\u00e9cembre 2024 \u23ae 4 MINUTES DE LECTURE<br>Olivier, CEO<\/p>\n\n\n\n<h1 class=\"wp-block-heading has-text-align-left has-x-large-font-size\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">\u2198\ufe0e La formation initiale s&rsquo;allonge<br>\u2198\ufe0e Les managers jouent de plus en plus un r\u00f4le cl\u00e9<br>\u2198\ufe0e La maturit\u00e9 des technologies dope la mont\u00e9e en comp\u00e9tence<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-26ce24cd wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">Dans un environnement o\u00f9 la diff\u00e9renciation passe par une exp\u00e9rience client exceptionnelle, les comp\u00e9tences des collaborateurs des centres de contact deviennent un levier strat\u00e9gique. Nous sommes convaincus que le d\u00e9veloppement de ces comp\u00e9tences, bien au-del\u00e0 de la simple formation, est un <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">\u00e9l\u00e9ment cl\u00e9 pour b\u00e2tir des op\u00e9rations client<\/mark> durables et performantes. Explorons les fondamentaux de cette approche.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Pourquoi les comp\u00e9tences sont-elles essentielles\u202f?<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Les attentes des consommateurs \u00e9voluent rapidement. Une exp\u00e9rience client r\u00e9ussie repose d\u00e9sormais sur des interactions <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">personnalis\u00e9es, fluides et sans faille<\/mark>. Cependant, ces r\u00e9sultats ne peuvent \u00eatre obtenus que si les collaborateurs sont arm\u00e9s des comp\u00e9tences n\u00e9cessaires pour comprendre les besoins des clients et y r\u00e9pondre efficacement.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">86 % des clients<\/mark>&nbsp;affirment \u00eatre pr\u00eats \u00e0 payer davantage pour une meilleure exp\u00e9rience client, selon plusieurs \u00e9tudes sectorielles. Cela souligne l&rsquo;importance de disposer d&rsquo;\u00e9quipes capables de r\u00e9pondre \u00e0 ces attentes \u00e9lev\u00e9es.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Un levier de diff\u00e9renciation<\/mark>\u00a0: <a href=\"https:\/\/sp2c.org\">Dans un march\u00e9 concurrentiel<\/a>, les collaborateurs comp\u00e9tents permettent aux entreprises de se d\u00e9marquer, non seulement par la qualit\u00e9 du service, mais aussi par la capacit\u00e9 \u00e0 fid\u00e9liser les clients sur le long terme en cr\u00e9ant des \u00e9motions.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<div class=\"wp-block-cover alignfull is-light\" style=\"border-radius:5px\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"319\" height=\"478\" data-attachment-id=\"1170\" data-permalink=\"https:\/\/oswego.eu\/en\/oo_portrait_27\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_27.png?fit=319%2C478&amp;ssl=1\" data-orig-size=\"319,478\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_portrait_27\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_27.png?fit=319%2C478&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-1170 size-large\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_27.png?resize=319%2C478&#038;ssl=1\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim\" style=\"background-color:#FFF\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-left wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60);font-size:clamp(3.037rem, 3.037rem + ((1vw - 0.2rem) * 4.938), 6rem);\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-base-color\">14<\/mark>%<\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\" style=\"padding-right:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--60)\">Le nombre moyen d&rsquo;heures de formation continue par an et par conseiller client continue de progresser rapidement d&rsquo;ann\u00e9e en ann\u00e9e.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Les piliers des comp\u00e9tences en exp\u00e9rience client<\/mark><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Les comp\u00e9tences techniques : des bases solides<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Pour garantir une exp\u00e9rience client fluide et r\u00e9ussie, certaines comp\u00e9tences techniques sont incontournables\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ma\u00eetrise des outils technologiques tels que les CRM et les plateformes omnicanales.<\/li>\n\n\n\n<li>Gestion des r\u00e9clamations et <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">situations complexes<\/mark> avec efficacit\u00e9.<\/li>\n\n\n\n<li>Compr\u00e9hension des enjeux de la fid\u00e9lisation et de la satisfaction client.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Les soft skills : la cl\u00e9 des relations humaines<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-3-color\">Les comp\u00e9tences humaines jouent un r\u00f4le essentiel dans la qualit\u00e9 des interactions\u202f:<\/mark><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Empathie<\/mark>&nbsp;: Comprendre et partager les \u00e9motions du client.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">\u00c9coute active<\/mark>&nbsp;: Identifier pr\u00e9cis\u00e9ment les besoins exprim\u00e9s.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Gestion du stress<\/mark>&nbsp;: Maintenir son calme dans des situations exigeantes.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Communication assertive<\/mark>&nbsp;: Trouver un juste \u00e9quilibre entre diplomatie et efficacit\u00e9.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-base-color\">Les comp\u00e9tences sp\u00e9cifiques \u00e0 chaque entreprise<\/mark><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Les collaborateurs doivent aussi int\u00e9grer les valeurs, les processus, et la culture de l\u2019entreprise pour refl\u00e9ter son identit\u00e9 unique \u00e0 chaque interaction client.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Une approche moderne du d\u00e9veloppement des comp\u00e9tences<\/mark><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Des fondations solides avec la formation initiale<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La formation initiale pose les bases pour garantir que chaque collaborateur ma\u00eetrise les fondamentaux d\u00e8s le d\u00e9part\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Des mises en <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">situation concr\u00e8tes<\/mark> pour ancrer les connaissances.<\/li>\n\n\n\n<li>L\u2019utilisation de technologies modernes, comme les plateformes de formation en ligne.<\/li>\n\n\n\n<li>Des approches engageantes, telles que la <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">gamification<\/mark>, pour favoriser l\u2019apprentissage.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c9voluer avec les besoins gr\u00e2ce \u00e0 la formation continue<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Dans un secteur en constante \u00e9volution, il est essentiel d\u2019adapter les comp\u00e9tences des collaborateurs\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les webinaires permettent de diffuser rapidement des mises \u00e0 jour sur les outils ou les process.<\/li>\n\n\n\n<li>Le coaching individualis\u00e9 aide \u00e0 r\u00e9pondre \u00e0 des <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">besoins sp\u00e9cifiques<\/mark>.<\/li>\n\n\n\n<li>Les \u00e9valuations r\u00e9guli\u00e8res identifient les lacunes et guident les ajustements n\u00e9cessaires.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Les outils digitaux : un acc\u00e9l\u00e9rateur indispensable<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Les plateformes num\u00e9riques permettent un acc\u00e8s rapide et flexible aux contenus de formation. Qu\u2019il s\u2019agisse d\u2019auto-formation, de bases de connaissances, ou de <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">forums collaboratifs<\/mark>, ces outils r\u00e9pondent aux besoins d\u2019apprentissage des \u00e9quipes.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Leadership et \u00e9valuation : des cl\u00e9s pour r\u00e9ussir<\/mark><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Un r\u00f4le cl\u00e9 pour les managers<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Les managers jouent un r\u00f4le strat\u00e9gique dans le d\u00e9veloppement des comp\u00e9tences. Ils doivent\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Fournir des objectifs clairs et des retours constructifs.<\/li>\n\n\n\n<li>Soutenir les collaborateurs dans leur <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">mont\u00e9e en comp\u00e9tences<\/mark>.<\/li>\n\n\n\n<li>Cultiver un environnement de travail motivant et align\u00e9 sur les valeurs de l\u2019entreprise.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">L\u2019\u00e9valuation continue, un outil incontournable<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Un syst\u00e8me d\u2019\u00e9valuation pragmatique permet de suivre les progr\u00e8s des collaborateurs, d\u2019ajuster les formations, et de garantir l\u2019atteinte des <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">objectifs op\u00e9rationnels<\/mark>. Les outils digitaux automatisent ces processus et produisent des insights exploitables.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<div class=\"wp-block-cover alignfull is-light\" style=\"border-radius:5px\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"319\" height=\"478\" data-attachment-id=\"1164\" data-permalink=\"https:\/\/oswego.eu\/en\/oo_portrait_22\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_22.png?fit=319%2C478&amp;ssl=1\" data-orig-size=\"319,478\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_portrait_22\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_22.png?fit=319%2C478&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-1164 size-large\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_22.png?resize=319%2C478&#038;ssl=1\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-base-2-background-color has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-left has-base-color has-text-color has-link-color wp-elements-233ce7392acf8155b181de563751a7dc wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60);font-size:clamp(3.037rem, 3.037rem + ((1vw - 0.2rem) * 4.938), 6rem);\">101 Heures<\/p>\n\n\n\n<p class=\"has-base-color has-text-color has-link-color has-small-font-size wp-elements-c2364a12923c0b2c071f7a0c20094549 wp-block-paragraph\" style=\"padding-right:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--60)\">Les centres de contacts proposent en moyenne&nbsp;<strong>101 heures de formation initiale<\/strong>&nbsp;par an et par conseiller client.<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">DOO Conseil : un partenariat cl\u00e9 pour des formations sur mesure<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Pour garantir un haut niveau de qualit\u00e9 dans la conception et le d\u00e9roulement des formations, OswegO collabore \u00e9troitement avec&nbsp;<a href=\"https:\/\/doo-conseil.com\">DOO Conseil<\/a>, des sp\u00e9cialistes de la formation dans les op\u00e9rations client. Leur expertise couvre l\u2019ensemble du processus\u202f: de l\u2019ing\u00e9nierie p\u00e9dagogique \u00e0 l\u2019animation des formations elles-m\u00eames. Ensemble, nous cr\u00e9ons des programmes adapt\u00e9s aux besoins sp\u00e9cifiques de chaque entreprise, en pla\u00e7ant toujours l\u2019exp\u00e9rience client et le d\u00e9veloppement des comp\u00e9tences des collaborateurs au centre de notre d\u00e9marche. Ce partenariat nous permet de garantir des r\u00e9sultats concrets et mesurables pour nos clients.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Explorez OswegO Academy et nos cas clients inspirants<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nous croyons que le succ\u00e8s des centres de contact repose sur les comp\u00e9tences humaines et techniques des collaborateurs. En investissant dans ces comp\u00e9tences, les entreprises peuvent relever <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">les d\u00e9fis op\u00e9rationnels<\/mark>, fid\u00e9liser leurs clients et offrir une exp\u00e9rience client m\u00e9morable.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">D\u00e9couvrez&nbsp;<a href=\"https:\/\/oswego.eu\/en\/academy\/\">OswegO Academy<\/a>, notre plateforme d\u00e9di\u00e9e au d\u00e9veloppement des comp\u00e9tences dans les centres de contact, et inspirez-vous de <a href=\"https:\/\/oswego.eu\/en\/uses-cases\/\">nos dizaines de cas clients<\/a> r\u00e9ussis pour transformer vos \u00e9quipes et vos op\u00e9rations.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-contrast-2-color has-text-color has-link-color wp-elements-28f50f6a5e5c77b77c8be84a8bdfcd76\">How can OswegO help you?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Find all our expert opinions and content on our <a href=\"https:\/\/oswego.eu\/en\/blog\/\">blog<\/a>.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Dans un contexte o\u00f9 l&rsquo;exp\u00e9rience client est cruciale, le d\u00e9veloppement des comp\u00e9tences dans les centres de contact est strat\u00e9gique. Les employ\u00e9s doivent ma\u00eetriser des comp\u00e9tences techniques et humaines pour r\u00e9pondre aux attentes \u00e9volutives des consommateurs. La formation initiale et continue, soutenue par des managers, est essentielle pour garantir des interactions de qualit\u00e9 et fid\u00e9liser les clients.<\/p>","protected":false},"author":258930097,"featured_media":1137,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":false,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1],"tags":[98760,406084,14150146,410432],"class_list":["post-1582","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-academy","tag-competences","tag-parcours-client","tag-ressources-humaines"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client - OswegO<\/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:\/\/oswego.eu\/en\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client - OswegO\" \/>\n<meta property=\"og:description\" content=\"Dans un contexte o\u00f9 l&#039;exp\u00e9rience client est cruciale, le d\u00e9veloppement des comp\u00e9tences dans les centres de contact est strat\u00e9gique. Les employ\u00e9s doivent ma\u00eetriser des comp\u00e9tences techniques et humaines pour r\u00e9pondre aux attentes \u00e9volutives des consommateurs. La formation initiale et continue, soutenue par des managers, est essentielle pour garantir des interactions de qualit\u00e9 et fid\u00e9liser les clients.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/oswego.eu\/en\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/\" \/>\n<meta property=\"og:site_name\" content=\"OswegO\" \/>\n<meta property=\"article:published_time\" content=\"2024-12-21T00:14:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1\" \/>\n\t<meta property=\"og:image:width\" content=\"618\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"olivier2931e5968b\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"olivier2931e5968b\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/\"},\"author\":{\"name\":\"olivier2931e5968b\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#\\\/schema\\\/person\\\/31ae7c9ddc908c37c4ed28c5cc9f0005\"},\"headline\":\"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client\",\"datePublished\":\"2024-12-21T00:14:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/\"},\"wordCount\":989,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/oo_card_12.png?fit=618%2C400&ssl=1\",\"keywords\":[\"Academy\",\"comp\u00e9tences\",\"parcours client\",\"ressources humaines\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/\",\"url\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/\",\"name\":\"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client - OswegO\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/oo_card_12.png?fit=618%2C400&ssl=1\",\"datePublished\":\"2024-12-21T00:14:00+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#primaryimage\",\"url\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/oo_card_12.png?fit=618%2C400&ssl=1\",\"contentUrl\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2024\\\/11\\\/oo_card_12.png?fit=618%2C400&ssl=1\",\"width\":618,\"height\":400,\"caption\":\"Utilisateur autonome, engag\u00e9 dans un parcours omnicanal optimis\u00e9\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/2024\\\/12\\\/21\\\/developper-les-competences-pour-reinventer-lexperience-client\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/oswego.eu\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#website\",\"url\":\"https:\\\/\\\/oswego.eu\\\/\",\"name\":\"OswegO\",\"description\":\"Conseil en op\u00e9rations et exp\u00e9rience client\",\"publisher\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/oswego.eu\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#organization\",\"name\":\"OswegO\",\"url\":\"https:\\\/\\\/oswego.eu\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/oswego_logo_white.png?fit=4800%2C1200&ssl=1\",\"contentUrl\":\"https:\\\/\\\/i0.wp.com\\\/oswego.eu\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/oswego_logo_white.png?fit=4800%2C1200&ssl=1\",\"width\":4800,\"height\":1200,\"caption\":\"OswegO\"},\"image\":{\"@id\":\"https:\\\/\\\/oswego.eu\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/company\\\/oswego-eu\\\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/oswego.eu\\\/#\\\/schema\\\/person\\\/31ae7c9ddc908c37c4ed28c5cc9f0005\",\"name\":\"olivier2931e5968b\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/82084136f6b38e14f25d897e6bc1c3f4cfd50e5dcdcca49c3f24fe6a3d7fa2e6?s=96&d=identicon&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/82084136f6b38e14f25d897e6bc1c3f4cfd50e5dcdcca49c3f24fe6a3d7fa2e6?s=96&d=identicon&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/82084136f6b38e14f25d897e6bc1c3f4cfd50e5dcdcca49c3f24fe6a3d7fa2e6?s=96&d=identicon&r=g\",\"caption\":\"olivier2931e5968b\"},\"url\":\"https:\\\/\\\/oswego.eu\\\/en\\\/author\\\/olivier2931e5968b\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client - OswegO","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/oswego.eu\/en\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/","og_locale":"en_US","og_type":"article","og_title":"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client - OswegO","og_description":"Dans un contexte o\u00f9 l'exp\u00e9rience client est cruciale, le d\u00e9veloppement des comp\u00e9tences dans les centres de contact est strat\u00e9gique. Les employ\u00e9s doivent ma\u00eetriser des comp\u00e9tences techniques et humaines pour r\u00e9pondre aux attentes \u00e9volutives des consommateurs. La formation initiale et continue, soutenue par des managers, est essentielle pour garantir des interactions de qualit\u00e9 et fid\u00e9liser les clients.","og_url":"https:\/\/oswego.eu\/en\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/","og_site_name":"OswegO","article_published_time":"2024-12-21T00:14:00+00:00","og_image":[{"width":618,"height":400,"url":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1","type":"image\/png"}],"author":"olivier2931e5968b","twitter_card":"summary_large_image","twitter_misc":{"Written by":"olivier2931e5968b","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#article","isPartOf":{"@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/"},"author":{"name":"olivier2931e5968b","@id":"https:\/\/oswego.eu\/#\/schema\/person\/31ae7c9ddc908c37c4ed28c5cc9f0005"},"headline":"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client","datePublished":"2024-12-21T00:14:00+00:00","mainEntityOfPage":{"@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/"},"wordCount":989,"commentCount":0,"publisher":{"@id":"https:\/\/oswego.eu\/#organization"},"image":{"@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#primaryimage"},"thumbnailUrl":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1","keywords":["Academy","comp\u00e9tences","parcours client","ressources humaines"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/","url":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/","name":"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client - OswegO","isPartOf":{"@id":"https:\/\/oswego.eu\/#website"},"primaryImageOfPage":{"@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#primaryimage"},"image":{"@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#primaryimage"},"thumbnailUrl":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1","datePublished":"2024-12-21T00:14:00+00:00","breadcrumb":{"@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#primaryimage","url":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1","contentUrl":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1","width":618,"height":400,"caption":"Utilisateur autonome, engag\u00e9 dans un parcours omnicanal optimis\u00e9"},{"@type":"BreadcrumbList","@id":"https:\/\/oswego.eu\/2024\/12\/21\/developper-les-competences-pour-reinventer-lexperience-client\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/oswego.eu\/"},{"@type":"ListItem","position":2,"name":"D\u00e9velopper les Comp\u00e9tences pour R\u00e9inventer l\u2019Exp\u00e9rience Client"}]},{"@type":"WebSite","@id":"https:\/\/oswego.eu\/#website","url":"https:\/\/oswego.eu\/","name":"OswegO","description":"Conseil en op\u00e9rations et exp\u00e9rience client","publisher":{"@id":"https:\/\/oswego.eu\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/oswego.eu\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/oswego.eu\/#organization","name":"OswegO","url":"https:\/\/oswego.eu\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/oswego.eu\/#\/schema\/logo\/image\/","url":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/01\/oswego_logo_white.png?fit=4800%2C1200&ssl=1","contentUrl":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/01\/oswego_logo_white.png?fit=4800%2C1200&ssl=1","width":4800,"height":1200,"caption":"OswegO"},"image":{"@id":"https:\/\/oswego.eu\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/oswego-eu\/"]},{"@type":"Person","@id":"https:\/\/oswego.eu\/#\/schema\/person\/31ae7c9ddc908c37c4ed28c5cc9f0005","name":"olivier2931e5968b","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/82084136f6b38e14f25d897e6bc1c3f4cfd50e5dcdcca49c3f24fe6a3d7fa2e6?s=96&d=identicon&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/82084136f6b38e14f25d897e6bc1c3f4cfd50e5dcdcca49c3f24fe6a3d7fa2e6?s=96&d=identicon&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/82084136f6b38e14f25d897e6bc1c3f4cfd50e5dcdcca49c3f24fe6a3d7fa2e6?s=96&d=identicon&r=g","caption":"olivier2931e5968b"},"url":"https:\/\/oswego.eu\/en\/author\/olivier2931e5968b\/"}]}},"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_12.png?fit=618%2C400&ssl=1","jetpack_likes_enabled":true,"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/pgbXGF-pw","jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/posts\/1582","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/users\/258930097"}],"replies":[{"embeddable":true,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/comments?post=1582"}],"version-history":[{"count":9,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/posts\/1582\/revisions"}],"predecessor-version":[{"id":1617,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/posts\/1582\/revisions\/1617"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/media\/1137"}],"wp:attachment":[{"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/media?parent=1582"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/categories?post=1582"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/oswego.eu\/en\/wp-json\/wp\/v2\/tags?post=1582"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}