{"id":307900,"date":"2020-05-13T14:40:05","date_gmt":"2020-05-13T21:40:05","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=307900"},"modified":"2020-05-25T18:07:33","modified_gmt":"2020-05-26T01:07:33","slug":"home-office-teletravail-mobilite-des-agents-comment-gerer-les-impacts-de-production-dans-les-centres-de-contacts","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/home-office-teletravail-mobilite-des-agents-comment-gerer-les-impacts-de-production-dans-les-centres-de-contacts","title":{"rendered":"Home office, t\u00e9l\u00e9travail, mobilit\u00e9 des agents : comment g\u00e9rer les impacts de production dans les centres de contacts ?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text]<\/p>\n<h1>Home office, t\u00e9l\u00e9travail, mobilit\u00e9 des agents<\/h1>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h2>Comment g\u00e9rer les impacts de production dans les centres de contacts ?<\/h2>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner]<div class=\"wpb_text_column wpb_content_element webinar_single_time\"><div class=\"wpb_wrapper\"><p>On-Demand Webinar<\/p><\/div><\/div>[vc_row_inner][vc_column_inner][vc_column_text]Ces derni\u00e8res semaines, les environnements de travail des centres de contacts ont \u00e9volu\u00e9 tr\u00e8s vite.<br \/>\nDe nouvelles pratiques ont \u00e9t\u00e9 mises en place et s\u2019installent dans le temps\u00a0: poursuite du home office pour certains, t\u00e9l\u00e9travail pour d\u2019autres et retours partiels aux bureaux.<br \/>\nCes d\u00e9cisions soul\u00e8vent des questions quant \u00e0 la p\u00e9rennit\u00e9 du fonctionnement et quant aux risques d\u2019impacts sur la production :<\/p>\n<ul>\n<li><strong>Comment rester performant tout en favorisant dans la dur\u00e9e le home office et le t\u00e9l\u00e9travail\u00a0?<\/strong><\/li>\n<li><strong>Quels \u00e9cueils faut-il \u00e9viter ?<\/strong><\/li>\n<li><strong>Mobilit\u00e9, virtualisation &amp; Cloud : comment d\u00e9ployer une architecture voix et digitale en quelques jours\u00a0?<\/strong><\/li>\n<li><strong>Gestion d\u2019\u00e9quipes multi-distantes\u00a0: comment cr\u00e9er une visibilit\u00e9 op\u00e9rationnelle consolid\u00e9e\u00a0?<\/strong><\/li>\n<\/ul>\n<p>Ce w\u00e9binaire de 45 mn, anim\u00e9 par nos consultants et par notre partenaire CERITEK, sera illustr\u00e9 par des exemples r\u00e9ussis dans les secteurs de la finance, du retail, de la sant\u00e9 et des services.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" 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500<\/option><option value=\"501-1000\">501 \u00e0 1\u00a0000<\/option><option value=\">1000\">Plus de 1\u00a0000<\/option><option value=\"No Contact Center\">Pas un centre de contact<\/option><option value=\"Don't Know\">Ne sait pas<\/option>\n        <\/select>\n        <label for=\"fe225\">Nombre de postes agents<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Oui. Me tenir inform\u00e9 par e-mail ou par t\u00e9l\u00e9phone des informations relatives \u00e0 Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Je souhaite \u00eatre contact\u00e9 par un expert CX<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"S'inscrire\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"S'inscrire\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Intervenants :<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb307959&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Cristina Barlier<\/strong><br \/>\nSenior Solution Consultant<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb314727&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Antoine De La Bretesche<\/strong><br \/>\nBusiness Consulting<br \/>\nCeritek<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb314635&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>V\u00e9ronique Dupr\u00e9<\/strong><br \/>\nDirectrice Marketing<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column][vc_single_image image=\u00a0\u00bb314729&Prime; si_max_width=\u00a0\u00bb350px\u00a0\u00bb][vc_column_text]Ceritek est une soci\u00e9t\u00e9 de conseil et de service sp\u00e9cialis\u00e9e dans la conception, la r\u00e9alisation et la maintenance de solutions innovantes pour les centres de contacts. Ceritek accompagne ses clients dans la gestion efficace des interactions multim\u00e9dias (voix, mails, bots, r\u00e9seaux sociaux\u2026) et dans l\u2019optimisation des ressources humaines<br \/>\nPour en savoir plus : https:\/\/ceritek.com[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text] Home office, t\u00e9l\u00e9travail, mobilit\u00e9 des agents [\/vc_column_text][vc_column_text] Comment g\u00e9rer les impacts de production dans les centres de contacts ? [\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]Ces derni\u00e8res semaines, les environnements de travail des centres de contacts ont \u00e9volu\u00e9 tr\u00e8s vite. De nouvelles pratiques ont \u00e9t\u00e9 mises en place et s\u2019installent dans le temps\u00a0: poursuite du home office pour certains, [&hellip;]<\/p>\n","protected":false},"author":565,"featured_media":242482,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-307900","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-customer"],"acf":{"w_sdate":"06\/09\/2020 11:00 am","w_edate":"06\/09\/2020 12:00 am","w_scope":"single","w_single_timezone":"Mardi 9 juin \u00e0 11H00","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"no_index":false,"no_follow":false,"meta_title":"Home office, t\u00e9l\u00e9travail, mobilit\u00e9 des agents : comment g\u00e9rer les impacts de production dans les centres de contacts ?","meta_description":"Le travail \u00e0 domicile et \u00e0 la mobilit\u00e9 des agents changent drastiquement la mani\u00e8re de g\u00e9rer la production et les \u00e9quipes. D\u00e9couvrez les bonnes pratiques, les outils pour une bonne continuit\u00e9 des activit\u00e9s tout en apportant de la souplesse dans les organisations.","w_tycontent":"<p style=\"text-align: center;\">Bonjour,<\/p>\n<p style=\"text-align: center;\">Nous vous confirmons votre enregistrement de participation \u00e0 notre prochain w\u00e9binaire.<br \/>\nVoici d&rsquo;ores et d\u00e9j\u00e0 le lien d&rsquo;acc\u00e8s \u00e0 la session :<\/p>\n<p style=\"text-align: center;\">https:\/\/event.on24.com\/wcc\/r\/2355476\/9E1BBC4672F7F0278DE728011A3D79C6<\/p>\n<p style=\"text-align: center;\">Vous recevrez sous peu, par mail, des rappels automatis\u00e9s d&rsquo;inscriptions.<\/p>\n<p style=\"text-align: center;\">Conservez-bien ces messages afin de vous connecter 15 mn avant le d\u00e9but de la session.<br \/>\nToute l&rsquo;\u00e9quipe de GENESYS vous souhaite une excellente journ\u00e9e.<\/p>\n<p style=\"text-align: center;\">A tr\u00e8s bient\u00f4t<\/p>\n","resource_next_steps":[{"ID":248912,"post_author":"565","post_date":"2020-03-09 12:58:50","post_date_gmt":"2020-03-09 19:58:50","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]SPECIAL Optimisation &amp; Rationnalisation des centres de contacts[\/vc_column_text][vc_column_text]\r\n<h1>Apporter de l'agilit\u00e9 au sein de la relation client : Quels sont les bons leviers ?<\/h1>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][webinarschedule][\/vc_column_inner][\/vc_row_inner][webinarschedulesingle][vc_row_inner][vc_column_inner][vc_column_text]Dans le contexte actuel, perturb\u00e9 par une situation sanitaire in\u00e9dite qui a des r\u00e9percussions sur l\u2019organisation des entreprises, vous vous posez des questions : Comment r\u00e9-orienter mon organisation d\u2019\u00e9quipe et ma production en cas d\u2019absence de collaborateurs ou de fermeture de sites ?\r\n\r\nGENESYS propose d\u2019adresser en 30 mn les points essentiels pour apporter de l\u2019agilit\u00e9 et de la flexibilit\u00e9 tant sur les volets organisationnels que technologiques de votre relation client BtoB ou BtoC.\r\n\r\nCe webinaire abordera les sujets suivants :\r\n<ul>\r\n \t<li>Supporter plusieurs mod\u00e8les organisationnels<\/li>\r\n \t<li>Virtualiser les centres de contact<\/li>\r\n \t<li>Faciliter le travail des collaborateurs \u00e0 domicile\u00a0: comment s\u2019y prendre\u00a0?<\/li>\r\n \t<li>G\u00e9rer et piloter efficacement l\u2019externalisation<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform form_type=\"hot\" cta_button=\"S'inscrire\" cms_hold=\"RG\" cid_id=\"7011T000001krN0QAI\"][vc_row_inner][vc_column_inner][vc_column_text]\r\n<h3 style=\"text-align: center;\">Rencontrer les intervenants<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"313575\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Gilles Talbot<\/strong>\r\nSenior Solution Consultant\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"248964\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>V\u00e9ronique Dupr\u00e9<\/strong>\r\nDirectrice marketing\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"Apporter de l'agilit\u00e9 au sein de la relation client : Quels sont les bons leviers ?","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"repenser-la-strategie-de-sa-relation-client-dans-un-contexte-en-mutation","to_ping":"","pinged":"","post_modified":"2020-03-23 14:33:06","post_modified_gmt":"2020-03-23 21:33:06","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=248912","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":227209,"post_author":"45","post_date":"2020-02-03 04:07:26","post_date_gmt":"2020-02-03 12:07:26","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]\r\n<p class=\"pre_h1\">Demo Webinar<\/p>\r\n[\/vc_column_text][vc_column_text]\r\n<h1>Build a Bot Series: Construisez un bot avec la plateforme Genesys Cloud et Amazon Lex<\/h1>\r\n[\/vc_column_text][vc_column_text][\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][vc_column_text]Apprenez \u00e0 cr\u00e9er votre propre bot dans le deuxi\u00e8me volet de la s\u00e9rie Genesys Build a bot. 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Apprenez \u00e0 appliquer pratiquement Amazon Lex et l'apprentissage automatique pour remplacer votre ancien SVI et surmonter les probl\u00e8mes courants de SVI.\r\n\r\n&nbsp;\r\n\r\nRegardez le webinaire pour en savoir plus sur:\r\n<ul>\r\n \t<li>Amazon Lex et la plateforme Genesys Cloud\r\n<ul>\r\n \t<li>Que signifie l'int\u00e9gration pour l'exp\u00e9rience client?<\/li>\r\n \t<li>Quels sont les principes fondamentaux d'Amazon Lex?<\/li>\r\n \t<li>Que signifie la premi\u00e8re mise sur le march\u00e9 pour Genesys?<\/li>\r\n \t<li>Qu'est-ce que la configuration implique?<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li>Applications :\r\n<ul>\r\n \t<li>Comprendre comment l'appliquer pratiquement \u00e0 votre infrastructure<\/li>\r\n \t<li>Obtenez une d\u00e9mo pour la construire vous-m\u00eame<\/li>\r\n \t<li>Voir un cas d'utilisation pour un d\u00e9ploiement et des r\u00e9sultats de centre de contact communs<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][webinarschedule][\/vc_column_inner][\/vc_row_inner][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][vc_column_text]\r\n<h3 style=\"text-align: center;\">Les intervenants<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"16028\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Jack Nichols<\/strong>\r\nDirector, Product Management<\/p>\r\n<p style=\"text-align: center;\">Genesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"81361\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Harshal Pimpalkhute<\/strong>\r\nSr. Product Manager<\/p>\r\n<p style=\"text-align: center;\">Amazon Web Services<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform cta_header=\"REGARDEZ L'ENREGISTREMENT\" cta_button=\"Regarder\" cms_hold=\"RG\" landing_id=\"65283\" cid_id=\"7010B000001SeKA\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Build a Bot Series: Construisez un bot avec la plateforme Genesys Cloud et Amazon Lex","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"build-a-bot-series-construisez-un-bot-avec-la-plateforme-genesys-purecloud-et-amazon-lex","to_ping":"","pinged":"","post_modified":"2020-11-16 01:15:07","post_modified_gmt":"2020-11-16 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