{"id":15966,"date":"2025-01-04T15:49:26","date_gmt":"2025-01-04T15:49:26","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/ge-appliances-modernise-son-centre-de-contact-avec-calabrio-wfm-et-amazon-connect-2\/"},"modified":"2025-06-23T14:16:04","modified_gmt":"2025-06-23T14:16:04","slug":"ge-appliances-modernise-son-centre-de-contact-avec-calabrio-wfm-et-amazon-connect-2","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/ge-appliances-modernise-son-centre-de-contact-avec-calabrio-wfm-et-amazon-connect-2\/","title":{"rendered":"GE Appliances modernise son centre de contact avec Calabrio WFM et Amazon Connect"},"content":{"rendered":"\n\t<section\n\t\tid=\"\"\n\t\tclass=\"secondary-hero relative\"\n\t\tstyle=\"background: #fff\"\n\t\tdata-theme-block-id=\"block_53527f37f1a5d4f274f3ec8f6c126669\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"container !px-0 overflow-hidden\">\n\t\t\t\t\t\t\t<div class=\"py-c\/xs px-c\/xl mb-c\/l md:block\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex flex-col-reverse lg:flex-row lg:items-center\">\n\t\t\t\t\t\t\t\t\t<div class=\"max-lg:container lg:w-1\/2 md:px-l\/xxl lg:pl-c\/xl lg:pr-c\/l xl:pl-page-margin xl:pr-l\/m\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:max-w-[536px]\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"flex items-center gap-c\/s pt-c\/s subhead-small mb-c\/l\">\n\t\t\t\t\t\t\t\t\t<span class=\"relative -top-px flex w-[18px] h-[18px] rounded-full bg-background-secondary\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"uppercase font-bold\" style=\"color: #0530A8\">Case Study<\/span>\n\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\" class=\"heading-medium -tracking-[0.12px] mb-c\/m xl:-tracking-[0.24px]\">\n\t\t\t\t\t\t\t\t\tGE Appliances modernise son centre de contact avec Calabrio WFM et Amazon Connect\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg lg:line-clamp-none\" style=\"color: #344679\">\n\t\t\t\t\t\t\t\t\t<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><strong>Transition transparente<\/strong> vers le travail \u00e0 domicile en quelques jours seulement<\/li>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><strong>15 % de diminution<\/strong> du co\u00fbt par appel<\/li>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><strong>20 % Augmentation de<\/strong> l&rsquo;adh\u00e9sion<\/li>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><strong>25% Diminution de<\/strong> l&rsquo;attrition<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary w-full body-small md:w-fit\"\n\t\t href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/CS_GEAppliances_0721.pdf\" title=\"T\u00e9l\u00e9charger en PDF\" aria-label=\"T\u00e9l\u00e9charger en PDF\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">T\u00e9l\u00e9charger en PDF<\/span>\n\t<\/a>\n\t<a\t\tclass=\"btn-tertiary body-small w-fit text-text-primary-aaa py-c\/s\"\n\t\t href=\"https:\/\/www.calabrio.com\/book-demo\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">R\u00e9servez une d\u00e9monstration<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"secondary-hero__image relative z-10 mb-c\/xl lg:mb-c\/xxl lg:w-1\/2\">\n\t\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\trelative aspect-[393\/320] md:aspect-[720\/463] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1-1024x684.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1-768x513.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1-1536x1025.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1-2048x1367.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-IrdvBdYbUUg-unsplash-scaled-1-600x400.webp 600w\" alt=\"\" ><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_53527f37f1a5d4f274f3ec8f6c126669\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_31fc89537eea9e0ec304562c8831219c\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"\"\n\t\t\t\tclass=\"button-link-large !tracking-wider text-text-highlight-aaa flex flex-col md:flex-row items-center\n\t\t\t\tjustify-center gap-c\/s md:gap-c\/xs py-c\/s\"\n\t\t\t\tdata-aos=\"fade-down\"\n\t\t\t\t>\n\t\t\t\t<span\n\t\t\t\t\tclass=\"icon rounded-full flex items-center justify-center text-black [&#038;_svg]:w-[var(--Base-Grid-Grid-24)] [&#038;_svg]:h-[var(--Base-Grid-Grid-24)]\"\n\t\t\t\t\tstyle=\"color: #080F21;background-color: #EEF0F6\"\n\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\tVue d&#039;ensemble\t\t\t<\/h3 >\n\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tLe centre de contact gagne en efficacit\u00e9 malgr\u00e9 l&rsquo;augmentation du volume due \u00e0 la pand\u00e9mie et le passage au travail \u00e0 distance.\t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg--large text-navy-40\"\n\t\t\t\tstyle=\"color: #344679\"\n\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t<p>GE Appliances, l&rsquo;une des plus grandes entreprises d&rsquo;\u00e9lectrom\u00e9nager aux \u00c9tats-Unis, fabrique des appareils sous plusieurs marques et s&rsquo;enorgueillit d&rsquo;une longue histoire d&rsquo;innovation culinaire : elle a cr\u00e9\u00e9 le premier four autonettoyant et le premier four \u00e0 micro-ondes \u00e0 chaleur tournante ; elle a lanc\u00e9 la premi\u00e8re s\u00e9rie d&rsquo;appareils connect\u00e9s en Wi-Fi ; et elle a \u00e9t\u00e9 le premier fabricant am\u00e9ricain \u00e0 construire des appareils fonctionnant avec des assistants vocaux tels qu&rsquo;Amazon Echo et Google Home.<\/p>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_31fc89537eea9e0ec304562c8831219c\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_31fc89537eea9e0ec304562c8831219c\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_68437ab011dc456034247cd211e28c46\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tLe d\u00e9fi\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tL&#039;incoh\u00e9rence du WFM a emp\u00each\u00e9 la mise en place d&#039;op\u00e9rations unifi\u00e9es\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>L&rsquo;assistance pour les appareils \u00e9lectrom\u00e9nagers a tendance \u00e0 \u00eatre tr\u00e8s saisonni\u00e8re par nature, ce qui fait de la pr\u00e9vision et de la programmation des centres de contact un d\u00e9fi sans un plan strat\u00e9gique et bien ex\u00e9cut\u00e9 de gestion des effectifs (WFM) mod\u00e9lis\u00e9 \u00e0 l&rsquo;avance. C&rsquo;est exactement ce qui s&rsquo;est pass\u00e9 chez GE Appliances, et ce pour diverses raisons. Les dirigeants actuels des centres de contact, par exemple, ne disposaient pas d&rsquo;une expertise approfondie en mati\u00e8re de gestion des flux de travail. Les rapports dans les poches \u00e9taient confus, insuffisants et parfois incoh\u00e9rents en raison des nombreux rapports diff\u00e9rents \u00e9labor\u00e9s au fil du temps par de nombreuses personnes diff\u00e9rentes \u00e0 l&rsquo;aide de nombreuses d\u00e9finitions op\u00e9rationnelles diff\u00e9rentes. De plus, l&rsquo;alignement incoh\u00e9rent de la gestion du temps de travail entre les diff\u00e9rentes unit\u00e9s commerciales du centre de contact emp\u00eachait l&rsquo;optimisation et l&rsquo;unification des op\u00e9rations &#8211; chaque directeur d&rsquo;unit\u00e9 commerciale, par exemple, proc\u00e9dait manuellement \u00e0 la mod\u00e9lisation de son propre personnel. C&rsquo;est alors que COVID-19 a frapp\u00e9 et que les volumes du centre de contact de GE Appliances sont mont\u00e9s en fl\u00e8che, d\u00e9passant de 50 % le volume mensuel habituel de deux millions de personnes &#8211; une augmentation qui a largement d\u00e9pass\u00e9 les pr\u00e9visions et le budget. Pour couronner le tout, les dirigeants ne disposaient que de deux semaines pour faire passer les plus de 800 employ\u00e9s du centre de contact au travail \u00e0 distance, depuis leur domicile.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-scaled.jpg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-2048x1365.jpg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-aSOGCStDVIM-unsplash-600x400.jpg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tLa solution\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tCalabrio + Amazon Connect pour une solution WFM instantan\u00e9ment \u00e9volutive, conviviale et bas\u00e9e sur le cloud.\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>GE Appliances a associ\u00e9 Calabrio \u00e0 Amazon Connect pour obtenir une solution WFM instantan\u00e9ment \u00e9volutive, conviviale et bas\u00e9e sur le cloud, qui offre aux responsables des centres de contact le routage et l&rsquo;instrumentation flexibles et dynamiques des appels dont ils ont besoin pour g\u00e9rer efficacement une main-d&rsquo;\u0153uvre \u00e0 distance. D\u00e9sormais, une m\u00e9thodologie unique de pr\u00e9vision et de programmation mesure la pr\u00e9cision des volumes et des temps de traitement afin de s&rsquo;assurer que le bon nombre d&rsquo;agents est programm\u00e9 pour fournir le niveau de service requis dans chaque unit\u00e9 op\u00e9rationnelle. En outre, Calabrio Quality Management permet aux responsables d&rsquo;entendre les voix et de voir les \u00e9crans des agents \u00e0 distance, de sorte qu&rsquo;ils peuvent imm\u00e9diatement coacher ou dialoguer avec les agents en temps r\u00e9el. Et Calabrio Dynamic Scheduling permet aux dirigeants d&rsquo;ex\u00e9cuter facilement un nombre important d&rsquo;heures suppl\u00e9mentaires et d&rsquo;heures creuses chaque fois que cela est n\u00e9cessaire. Par cons\u00e9quent, les agents peuvent s&rsquo;inscrire pour des quarts de travail suppl\u00e9mentaires &#8211; ou d\u00e9cider de terminer leur quart de travail plus t\u00f4t &#8211; selon que l&rsquo;on a besoin de plus ou moins d&rsquo;aide un jour donn\u00e9.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-300x158.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-1024x540.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-768x405.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-1536x810.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_590069910-2048x1080.jpeg 2048w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_68437ab011dc456034247cd211e28c46\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t\n\t<section\n\t\tid=\"\"\n\t\tclass=\"p-l\/xs\"\n\t\tstyle=\"background-color: #D2F3FA;\"\n\t\tdata-theme-block-id=\"block_32eefce3277a4491e7a41336ff54f999\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t\t\t\t<div class=\"body-medium lg:body-xl pb-c\/l pr-c\/l\" style=\"color: #080F21;\">\n\t\t\t\tSans la capacit\u00e9 d&#039;identifier et d&#039;assurer un respect \u00e9lev\u00e9 du calendrier, nous aurions \u00e9t\u00e9 totalement d\u00e9truits par COVID-19. Pourtant, bien que tout le monde soit pass\u00e9 du travail \u00e0 domicile au travail \u00e0 domicile en l&#039;espace de deux semaines seulement, notre taux d&#039;adh\u00e9sion a en fait augment\u00e9 !\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex w-full py-c\/l gap-c\/l items-center border-t-thin border-stroke-primary\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square w-12 h-12 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img rounded-full\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK.jpg 1854w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK-1024x1024.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK-150x150.jpg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK-768x768.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK-1536x1536.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/GELogo_Blue_CMYK-600x600.jpg 600w\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"flex flex-col gap-c\/xs\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"body-medium\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\tAaron Jacobs\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"body-small\" style=\"color: #344679;\">\n\t\t\t\t\t\t\tDirecteur de l&#039;optimisation de la main-d&#039;\u0153uvre et de l&#039;analyse, GE Appliances\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_32eefce3277a4491e7a41336ff54f999\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_36bbefceead53e50cfa96cdedb228a02\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tLe r\u00e9sultat\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tGE Appliances peut faire \u00e9voluer ses centres de contact de mani\u00e8re flexible\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Malgr\u00e9 les d\u00e9fis impr\u00e9visibles et inimaginables pos\u00e9s par COVID-19, il n&rsquo;a fallu que quelques jours aux responsables des centres de contact pour faire passer en douceur tous les agents au travail \u00e0 domicile &#8211; une mesure qui n&rsquo;a eu aucune incidence sur les clients. En fait, le changement s&rsquo;est fait de mani\u00e8re si transparente que certaines parties prenantes internes ne savaient m\u00eame pas qu&rsquo;il avait d\u00e9j\u00e0 eu lieu. GE Appliances a \u00e9galement optimis\u00e9 les op\u00e9rations de son centre de contact de la mani\u00e8re la plus rentable qui soit, tout en am\u00e9liorant l&rsquo;exp\u00e9rience globale des clients de l&rsquo;entreprise. En cons\u00e9quence, le co\u00fbt par appel a diminu\u00e9 de 15 %, l&rsquo;adh\u00e9sion a augment\u00e9 de 20 % (pour atteindre son taux actuel de plus de 90 %), le co\u00fbt de l&#8217;embauche a baiss\u00e9 lorsque l&rsquo;attrition a diminu\u00e9 de 25 %, et la main-d&rsquo;\u0153uvre du centre de contact n&rsquo;a d\u00fb augmenter que de 20 \u00e0 25 % &#8211; pour atteindre un total de plus de 1 000 personnes &#8211; afin de couvrir l&rsquo;augmentation inattendue de 50 % du nombre d&rsquo;appels caus\u00e9e par le COVID-19. D\u00e9sormais, GE Appliances peut faire \u00e9voluer son centre de contact de mani\u00e8re flexible, en fonction des besoins, et \u00e9largir son vivier de recrutement, puisque le lieu de r\u00e9sidence des agents n&rsquo;a aucune importance. Dans l&rsquo;ensemble, les dirigeants peuvent prouver qu&rsquo;ils ont r\u00e9alis\u00e9 d&rsquo;importantes \u00e9conomies &#8211; l&rsquo;\u00e9quivalent de 2 \u00e0 3 \u00e9quipes d&#8217;employ\u00e9s \u00e0 temps plein &#8211; sur une p\u00e9riode de 12 mois. \u00c0 long terme, gr\u00e2ce \u00e0 des agents plus efficaces, le centre de contact a la possibilit\u00e9 de devenir un centre de profit &#8211; plut\u00f4t qu&rsquo;un centre de co\u00fbts &#8211; pour GE Appliances.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_36bbefceead53e50cfa96cdedb228a02\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":33231,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[707,701],"case-study-industry":[654],"class_list":["post-15966","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-qm-fr","case-study-category-wfm-fr","case-study-industry-retail-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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