{"id":11850,"date":"2022-07-12T08:22:00","date_gmt":"2022-07-12T08:22:00","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=11850"},"modified":"2022-07-12T08:22:00","modified_gmt":"2022-07-12T08:22:00","slug":"quel-avenir-pour-le-metier-de-conseiller-client","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/quel-avenir-pour-le-metier-de-conseiller-client\/","title":{"rendered":"Quel avenir pour le m\u00e9tier de conseiller client ?"},"content":{"rendered":"\n\n \n\n
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Avant d\u2019\u00e9voquer l\u2019avenir du m\u00e9tier de conseiller client dans le dernier \u00e9pisode de CX voices by Odigo, Thierry Spencer, co-fondateur de KPAM Next et auteur du blog Le Sens du Client, et Christophe Famechon, Directeur de la relation client \u00e0 distance de Fnac-Darty sont revenus sur son \u00e9volution ces derni\u00e8res ann\u00e9es.<\/p>\n\n\n\n

Tous deux s\u2019accordent sur le fait que le m\u00e9tier de conseiller s\u2019est profond\u00e9ment humanis\u00e9. \u201cLes conseillers clients sont devenus des \u00eatres humains, enfin. Aujourd\u2019hui, l\u2019\u00e9volution des donn\u00e9es, du CRM, d\u2019Internet, des r\u00e9seaux sociaux, de l\u2019intelligence artificielle, de tous les outils \u00e0 la disposition des collaborateurs, du d\u00e9veloppement de l\u2019autonomie des clients, les conseillers sont des \u00eatres humains capables de solutionner des probl\u00e8mes, mais aussi capables d\u2019entretenir une vraie relation avec les clients\u201d, d\u00e9veloppe Thierry Spencer. M\u00eame constat pour Christophe Famechon : \u201cLes clients ne sont pas des num\u00e9ros et les conseillers ne sont pas des robots. Leur m\u00e9tier met au c\u0153ur l\u2019humanit\u00e9 et la bienveillance qu\u2019on attend d\u2019eux vis-\u00e0-vis de nos clients. La digitalisation a un impact fondamental dans la relation client, car elle engage davantage. Le conseiller client est donc devenu un ambassadeur et un influenceur des marques.\u201d<\/p>\n\n\n

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\n \u00c9coutez l'\u00e9pisode<\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n\t\n\n\n

Un autre mod\u00e8le pour le m\u00e9tier de conseiller client \u00e0 l\u2019avenir<\/h2>\n\n\n\n

S\u2019agissant de l\u2019avenir du m\u00e9tier de conseiller client, Christophe Famechon le construit \u00e0 sa fa\u00e7on chez Fnac-Darty. Exer\u00e7ant dans l\u2019univers de la relation client depuis 25 ans, il a imagin\u00e9 un nouveau mod\u00e8le d\u2019organisation dans certains de ses centres de contact. Depuis 2019, il a mis en place chez Intelcia (130 personnes) et en interne (80 personnes), un mod\u00e8le plus horizontal, o\u00f9 la plupart des d\u00e9cisions cl\u00e9s concernant l\u2019organisation sont donn\u00e9es aux conseillers. \u201cBeaucoup de choses ont \u00e9t\u00e9 faites d\u2019un point de vue de la technologie, de la formation, du management et des KPI\u2019s. La seule chose qui n\u2019a pas vraiment \u00e9volu\u00e9, c\u2019est le mod\u00e8le d\u2019organisation. On consid\u00e8re que les conseillers clients sont les mieux plac\u00e9s pour savoir ce qu\u2019il faut mettre en place en termes de process, de suivi, de formation, d\u2019animation. Ce n\u2019est pas un long fleuve tranquille, mais cela donne une \u00e9nergie fabuleuse parce qu\u2019on leur demande de participer \u00e0 des d\u00e9cisions tr\u00e8s concr\u00e8tes : la constitution des \u00e9quipes, l\u2019int\u00e9gration des nouveaux collaborateurs, l\u2019animation des indicateurs, la construction d\u2019un mod\u00e8le de r\u00e9mun\u00e9ration, etc.\u201d, explique t-il.<\/p>\n\n\n\n

Penser diff\u00e9remment le r\u00f4le de conseiller client<\/h2>\n\n\n\n

Est-ce par ce mod\u00e8le que l\u2019on doit envisager l\u2019avenir du m\u00e9tier de conseiller client ? Et existe t-il d\u2019autres mod\u00e8les ? \u201cJe ne dirais pas que l\u2019avenir du m\u00e9tier de conseiller client repose sur ce mod\u00e8le, mais sur cette fa\u00e7on de penser, r\u00e9pond Thierry Spencer. Je pense qu\u2019aujourd\u2019hui, il n\u2019y a pas un mod\u00e8le, mais un chemin \u00e0 emprunter vers la lib\u00e9ration du management : davantage d\u2019autonomie pour les collaborateurs et l’optimisation des outils pour repenser la relation client. On est plus sur l\u2019id\u00e9e de changer les codes et d\u2019imaginer de nouvelles choses. Les entreprises d\u2019autres secteurs ont s\u00fbrement d\u2019autres voies \u00e0 trouver pour donner davantage d\u2019autonomie, un management plus ouvert et facilitateur, de droit \u00e0 l\u2019erreur\u2026 Il y a 1001 fa\u00e7ons d’exp\u00e9rimenter et je pense que c\u2019est le bon chemin.\u201d<\/p>\n\n\n\n

Un m\u00e9tier central pour les d\u00e9cisions de l\u2019entreprise Selon la r\u00e9cente \u00e9tude r\u00e9alis\u00e9e par l\u2019AFRC et The Boson Project, 58% des professionnels confirment que la relation client est mieux consid\u00e9r\u00e9e dans l\u2019entreprise qu\u2019il y a deux ans. Est-ce \u00e0 dire que le m\u00e9tier de conseiller client va continuer \u00e0 gagner en reconnaissance ? \u201cLe m\u00e9tier n\u2019est pas facile, mais je pense que l\u2019avenir est radieux, se r\u00e9jouit Christophe Famechon. Aujourd\u2019hui, personne ne veut voir ses enfants travailler dans un centre d\u2019appels et personne n\u2019est arriv\u00e9 dans le m\u00e9tier en disant : je veux faire de la relation client. En revanche, je pense que plein de choses se mettent en place pour que cela devienne un m\u00e9tier vraiment valoris\u00e9. On est au c\u0153ur du feedback client et donc au c\u0153ur des informations qui peuvent influencer les bonnes d\u00e9cisions au niveau du Comex. C\u2019est d\u2019ailleurs la premi\u00e8re fois de toute ma carri\u00e8re que des personnes dans d\u2019autres directions, dont la direction marketing, veulent rejoindre mes \u00e9quipes.\u201d<\/p>\n\n\n

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Quelles sont les pistes \u00e0 imaginer pour construire le m\u00e9tier de conseiller client \u00e0 l\u2019avenir ? Retrouvez des \u00e9l\u00e9ments de r\u00e9ponse avec Thierry Spencer, cofondateur de KPAM Next et auteur du blog Le Sens du Client, et Christophe Famechon, Directeur de la relation client \u00e0 distance de Fnac-Darty. Ils \u00e9voquent ensemble le nouveau mod\u00e8le d\u2019organisation d\u00e9ploy\u00e9 par Fnac-Darty et Intelcia dans le dernier \u00e9pisode de la saison 2 de CX voices, le podcast d’Odigo.<\/p>\n","protected":false},"author":2,"featured_media":12146,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":66},"categories":[199],"tags":[],"topic":[],"class_list":["post-11850","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances-marche-analyses"],"acf":{"blog_author":[66]},"yoast_head":"\nQuel est l'avenir du m\u00e9tier de conseiller client ?<\/title>\n<meta name=\"description\" content=\"Le m\u00e9tier de conseiller client \u00e9volue et aura une plus grande importance dans les organisations \u00e0 l\u2019avenir.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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