{"id":22392,"date":"2025-06-25T12:32:03","date_gmt":"2025-06-25T12:32:03","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=22392"},"modified":"2026-02-24T12:31:16","modified_gmt":"2026-02-24T11:31:16","slug":"odigo-university-quand-la-formation-devient-un-moteur-de-satisfaction-client-2","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/odigo-university-quand-la-formation-devient-un-moteur-de-satisfaction-client-2\/","title":{"rendered":"Odigo University\u202f: quand la formation devient un moteur de satisfaction client"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h2 class=\"wp-block-heading\"><strong>Une r\u00e9ponse concr\u00e8te aux enjeux business des centres de contact<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Dans un centre de contact, le maintien d\u2019un <strong>haut niveau de performance<\/strong> repose sur les collaborateurs, mais aussi sur la technologie qui les accompagne. Tout l\u2019enjeu\u202f: permettre aux \u00e9quipes de s\u2019approprier les outils et d\u2019exploiter tout leur potentiel. <strong>Odigo University<\/strong> intervient pour former vos \u00e9quipes, afin de leur offrir une <strong>adoption rapide, durable et compl\u00e8te<\/strong> <strong>de la solution Odigo<\/strong>.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Notre formation permet une prise en main intuitive des fonctionnalit\u00e9s et des diff\u00e9rents canaux utilis\u00e9s\u202f: voix, mail, chat, r\u00e9seaux sociaux, messagerie instantan\u00e9e\u2026 Notre programme de formation s\u2019adapte \u00e0 chaque profil, chaque usage et chaque projet.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Odigo University agit comme un partenaire m\u00e9tier. Ses formateurs, <strong>experts de la relation client<\/strong>, connaissent les enjeux du terrain et savent parler le m\u00eame langage que vos \u00e9quipes. Et cette proximit\u00e9 op\u00e9rationnelle fait toute la diff\u00e9rence.<\/p>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Une offre de formation flexible et adapt\u00e9e \u00e0 tous les profils<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Odigo University propose une <strong>offre de formation structur\u00e9e et sur-mesure<\/strong>, pens\u00e9e pour r\u00e9pondre \u00e0 la diversit\u00e9 des contextes, des organisations et des usages. Phase de d\u00e9ploiement initial, anticipation des pics d\u2019activit\u00e9, transformation technologique\u2026 les formats sont con\u00e7us pour s\u2019adapter \u00e0 votre rythme et \u00e0 vos contraintes.&nbsp;&nbsp;<\/p>\n\n\n\n<p>L\u2019offre se d\u00e9cline autour de quatre formats\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Train the trainer<\/strong>\u202f: pour former vos r\u00e9f\u00e9rents internes, capables ensuite de diffuser efficacement les meilleures pratiques aupr\u00e8s de vos \u00e9quipes&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Formation sur mesure<\/strong>\u202f: un accompagnement personnalis\u00e9 int\u00e9grant la dimension strat\u00e9gique, la conduite du changement et la co-construction des supports&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Formation standard<\/strong>\u202f: une exploration des fonctionnalit\u00e9s d\u2019Odigo, id\u00e9ale pour une mont\u00e9e en comp\u00e9tences rapide&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Formation blended learning,<\/strong> suivie d\u2019une session de questions et r\u00e9ponses&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Les formations peuvent \u00eatre d\u00e9livr\u00e9es en pr\u00e9sentiel ou \u00e0 distance, selon les pr\u00e9f\u00e9rences du client. Et parce que le savoir se consolide avec le temps, nous proposons aussi des <strong>abonnements formation<\/strong>, afin de r\u00e9pondre aux besoins r\u00e9currents.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Nos formations sont certifiantes. Elles garantissent un suivi structur\u00e9 de la mont\u00e9e en comp\u00e9tences des apprenants.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Une approche structur\u00e9e pour garantir l\u2019efficacit\u00e9 et l\u2019adoption<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Nos formations b\u00e9n\u00e9ficient d\u2019une <strong>approche m\u00e9thodologique \u00e9prouv\u00e9e<\/strong>, en trois temps. Cette organisation permet de garantir la pertinence des supports et des contenus, leur bonne appropriation par les apprenants, et un suivi durable.&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-pink-soda-color has-text-color has-link-color wp-elements-6fc57d821bfd0bb5eac254853123b65f\"><strong>#1 En amont\u202f: l\u2019atelier de cadrage&nbsp;<\/strong>&nbsp;<\/h3>\n\n\n\n<p>Un <strong>atelier de pr\u00e9paration<\/strong> est organis\u00e9 avec le client. Il permet de cerner les besoins, de comprendre le contexte utilisateur et d\u2019identifier les profils \u00e0 former (agents, superviseurs, administrateurs\u2026). Cet \u00e9change conditionne la qualit\u00e9 de la formation\u202f: plus elle s\u2019approche de la r\u00e9alit\u00e9 terrain, plus elle sera efficace.&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-pink-soda-color has-text-color has-link-color wp-elements-21fe9812e95d6817fc3c46a1a5a77f01\"><strong>#2 Pendant\u202f: une formation contextualis\u00e9e<\/strong>&nbsp;<\/h3>\n\n\n\n<p>Les contenus sont adapt\u00e9s au langage et aux cas d\u2019usage du client. Chaque session est anim\u00e9e par un formateur expert qui adapte sa posture aux profils pr\u00e9sents. La taille des groupes permet de garantir l\u2019<strong>interaction et la personnalisation des \u00e9changes<\/strong>.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Les <strong>e-learning<\/strong> sont \u00e9galement pens\u00e9s comme des espaces d\u2019\u00e9changes\u202f: chaque question pos\u00e9e par un apprenant est visible par tous les participants, ce qui alimente une dynamique collaborative qui profite \u00e0 tous. Accessibles depuis tous les supports, les modules e-learning sont con\u00e7us pour s\u2019int\u00e9grer dans le quotidien des \u00e9quipes, avec des formats engageants, et m\u00eame des fonctionnalit\u00e9s ludiques \u00e0 activer selon les besoins.&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-pink-soda-color has-text-color has-link-color wp-elements-b75a6754096d51013d4b8b912a29d2c1\"><strong>#3 Apr\u00e8s\u202f: un suivi pour une am\u00e9lioration continue<\/strong>&nbsp;<\/h3>\n\n\n\n<p>Les <strong>retours d\u2019exp\u00e9rience<\/strong> sont pr\u00e9cieux\u202f: ils nourrissent nos prochaines formations et renforcent la qualit\u00e9 de la relation client. En fin de session, des questionnaires de satisfaction sont donc envoy\u00e9s syst\u00e9matiquement afin de recueillir les avis des apprenants, et peaufiner nos modules.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Ensuite, nous suivons les clients et les appelons pour nous assurer que l\u2019int\u00e9gration des outils et des nouvelles pratiques se d\u00e9roule dans les meilleures conditions. De nouvelles sessions ou un <strong>abonnement formation<\/strong> peuvent aussi \u00eatre propos\u00e9s pour <strong>prolonger l\u2019accompagnement, en tenant compte des enjeux de saisonnalit\u00e9\u202f<\/strong>: les p\u00e9riodes de recrutement important, ou les pics d\u2019activit\u00e9 par exemple.&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-pink-soda-color has-text-color has-link-color wp-elements-089685c30d366fdd028470e02ac642b3\"><strong>Une formation incarn\u00e9e et humaine<\/strong>&nbsp;<\/h3>\n\n\n\n<p>L\u2019humain reste la cl\u00e9 de la performance. C\u2019est pourquoi notre \u00e9quipe s\u2019appuie sur des formateurs s\u00e9lectionn\u00e9s pour leur maitrise de nos solutions, leurs qualit\u00e9s relationnelles, et leur <strong>connaissance approfondie des centres de contact<\/strong>.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Au-del\u00e0 de leur maitrise technique, nos formateurs se distinguent par leur capacit\u00e9 \u00e0 cr\u00e9er du lien, comprendre les besoins et adapter leurs discours en fonction des profils pour r\u00e9pondre aux interrogations des apprenants. Ils sont \u00e0 la fois formateurs et conseillers, capables de proposer des solutions pragmatiques \u00e0 des situations m\u00e9tier sp\u00e9cifiques.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Cette proximit\u00e9 cr\u00e9e un climat de confiance, et le lien cultiv\u00e9 tout au long du parcours participe directement \u00e0 la r\u00e9ussite de la formation et \u00e0 la p\u00e9rennit\u00e9 des bonnes pratiques.&nbsp;&nbsp;<\/p>\n\n\n\n<p>L\u2019ensemble de ces \u00e9l\u00e9ments nous permet d\u2019afficher un taux de satisfaction de 95\u202f%.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Quels r\u00e9sultats concrets pour votre organisation\u2009?<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Une bonne formation se mesure \u00e0 son impact sur le terrain. Avec <strong>Odigo University<\/strong>, les b\u00e9n\u00e9fices sont les suivants\u202f:&nbsp;&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La <strong>r\u00e9duction du temps de mont\u00e9e en comp\u00e9tences<\/strong>, gr\u00e2ce \u00e0 des parcours adapt\u00e9s \u00e0 chaque profil et un apprentissage pratique&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>meilleure autonomie des \u00e9quipes<\/strong>\u202f: les agents gagnent en confiance et en fluidit\u00e9 dans la gestion des interactions clients, quel que soit le canal&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>L\u2019<strong>optimisation des usages avanc\u00e9s\u202f<\/strong>: les collaborateurs apprennent \u00e0 tirer parti de toute la richesse fonctionnelle d\u2019Odigo&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La <strong>diffusion des connaissances en interne<\/strong>\u202ffacilit\u00e9e par des supports sur mesure, des formateurs relais et une logique de formation continue&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Un <strong>engagement renforc\u00e9 des collaborateurs<\/strong> qui se sentent accompagn\u00e9s, valoris\u00e9s et mieux pr\u00e9par\u00e9s \u00e0 leurs missions.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>De mani\u00e8re plus g\u00e9n\u00e9rale, plusieurs \u00e9tudes externes soulignent les effets positifs d\u2019une formation r\u00e9ussie, par exemple\u202f: &nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>hausse de 25<\/strong><strong>\u202f<\/strong><strong>% \u00e0 50<\/strong><strong>\u202f<\/strong><strong>% de l\u2019engagement<\/strong> <strong>et de la r\u00e9tention<\/strong> des collaborateurs (source\u202f: \u00e9tudes universitaires Edtech)&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>am\u00e9lioration <\/strong><strong>de la satisfaction client<\/strong><strong> jusqu\u2019\u00e0 30<\/strong><strong>\u202f<\/strong><strong>%<\/strong> (source\u202f: \u00e9tude CRM secteur public)&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>progression du taux de conversion<\/strong> <strong>des leads<\/strong> <strong>de 20 \u00e0 30<\/strong><strong>\u202f<\/strong><strong>%<\/strong> (source\u202f: revue syst\u00e9matique PME)&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>baisse du turnover de 41 \u00e0 19<\/strong><strong>\u202f<\/strong><strong>%<\/strong><strong> dans les centres d\u2019appels<\/strong>, en comparant des \u00e9quipes form\u00e9es et non form\u00e9es (source\u202f: \u00e9tude AFRC)&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Gr\u00e2ce \u00e0 une approche modulaire, humaine et orient\u00e9e r\u00e9sultats, notre formation permet \u00e0 chaque organisation de tirer le meilleur d\u2019Odigo. Former ses \u00e9quipes, c\u2019est garantir une plus grande satisfaction, une meilleure qualit\u00e9 de service et une exp\u00e9rience client plus fluide.&nbsp;<\/p>\n\n\n\n<div style=\"height:38px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center\">Vous souhaitez nous pr\u00e9senter votre projet\u2009?<\/p>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"https:\/\/www.odigo.com\/fr-fr\/a-propos\/contact\/\" id=\"tracking\">Contactez nos \u00e9quipes<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>La formation est une condition essentielle pour garantir l\u2019adoption d\u2019un nouvel outil, assurer la satisfaction des \u00e9quipes et celle des clients.  <\/p>\n<p>Notre offre Odigo University, int\u00e9gr\u00e9e \u00e0 notre programme Customer Success Management, permet d\u2019acqu\u00e9rir toute la connaissance n\u00e9cessaire pour exploiter efficacement notre plateforme. Pens\u00e9e pour r\u00e9pondre aux enjeux des centres de contact, elle allie proximit\u00e9, modularit\u00e9 et expertise m\u00e9tier. \u00c0 la cl\u00e9\u202f: des \u00e9quipes plus efficaces, capables d\u2019exploiter pleinement la puissance d\u2019Odigo, d\u00e8s le premier jour et dans la dur\u00e9e\u2009!<\/p>\n","protected":false},"author":2,"featured_media":22393,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":16632},"categories":[197],"tags":[],"topic":[],"class_list":["post-22392","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":[16632]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Odigo University, la formation qui booste votre performance.<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez Odigo University, la formation d\u00e9di\u00e9e aux centres de contact. 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