{"id":16300,"date":"2025-01-05T02:42:27","date_gmt":"2025-01-05T02:42:27","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/nutrisystem-nourrit-son-centre-de-contact-ses-agents-et-ses-clients-en-migrant-vers-linformatique-dematerialisee-cloud\/"},"modified":"2025-06-20T10:55:57","modified_gmt":"2025-06-20T10:55:57","slug":"nutrisystem-nourrit-son-centre-de-contact-ses-agents-et-ses-clients-en-migrant-vers-linformatique-dematerialisee-cloud","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/nutrisystem-nourrit-son-centre-de-contact-ses-agents-et-ses-clients-en-migrant-vers-linformatique-dematerialisee-cloud\/","title":{"rendered":"Nutrisystem nourrit son centre de contact, ses agents et ses clients en migrant vers l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e (cloud)"},"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_1fce5023e83f3a3dd67f9e44ba98d16e\"\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\t  Nutrisystem nourrit son centre de contact, ses agents et ses clients en migrant vers l&#039;informatique d\u00e9mat\u00e9rialis\u00e9e\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>67% Augmentation de l&rsquo;efficacit\u00e9 et de la productivit\u00e9<\/li>\n<li><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">1 Source unique de v\u00e9rit\u00e9 pour le centre de contact<\/span><\/li>\n<li>Acc\u00e8s facile et en ligne aux horaires des agents<\/li>\n<li>Une meilleure analyse des causes profondes<\/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\/book-demo\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" 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\">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\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1.webp 1704w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1-200x300.webp 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1-682x1024.webp 682w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1-768x1154.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1-1022x1536.webp 1022w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/monika-grabkowska-ajzmetox6a0-unsplash-scaled-1-68553d0acfd5e-1-1363x2048.webp 1363w\" 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_1fce5023e83f3a3dd67f9e44ba98d16e\"] {\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<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_da9596c7ba37598e3bcf45077c69afbb\"\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-medium text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tEn unifiant toutes les donn\u00e9es et applications au sein d&rsquo;une plateforme unique, Calabrio ONE offre un acc\u00e8s plus rapide, plus facile et \u00e0 tout moment aux informations et processus importants du centre de contact.\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>Nutrisystem, bas\u00e9 en Pennsylvanie, est l&rsquo;un des principaux fournisseurs de solutions de sant\u00e9, de bien-\u00eatre et de perte de poids. Depuis plus de 50 ans, il aide des millions de personnes \u00e0 perdre du poids. La soci\u00e9t\u00e9 propose une approche de la perte de poids riche en prot\u00e9ines et \u00e0 faible teneur en glyc\u00e9mie, con\u00e7ue pour aider \u00e0 maintenir une glyc\u00e9mie stable et \u00e0 contr\u00f4ler la faim.<\/p>\n<div class=\"clearboth\"><\/div>\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_da9596c7ba37598e3bcf45077c69afbb\"] {\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_da9596c7ba37598e3bcf45077c69afbb\"] {\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<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_976ccdbc52c74a8e9435429c2a8f20fd\"\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\tUnifier les informations d\u00e9connect\u00e9es du centre de contact\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>En 2019, les planificateurs des effectifs du centre de contact de Nutrisystem qui utilisaient Aspect workforce management (WFM) \u00e9tablissaient encore manuellement des pr\u00e9visions dans Excel, et les managers notaient encore manuellement un sous-ensemble d&rsquo;appels enregistr\u00e9s dans Excel pour essayer d&rsquo;am\u00e9liorer la qualit\u00e9 des appels. Avec plus de 300 membres du personnel de premi\u00e8re ligne, cela n\u00e9cessitait une quantit\u00e9 consid\u00e9rable de travail manuel qui prenait trop de temps et introduisait trop d&rsquo;erreurs humaines dans les processus du centre de contact. Les dirigeants savaient qu&rsquo;il \u00e9tait temps de revoir leurs approches obsol\u00e8tes en mati\u00e8re de gestion des ressources humaines et de gestion de la qualit\u00e9. Mais ils ont d&rsquo;abord d\u00fb trouver un moyen d&rsquo;unifier les informations d\u00e9connect\u00e9es du centre de contact &#8211; y compris les courriers \u00e9lectroniques, les donn\u00e9es de distribution automatique des appels (ACD) et les rapports du d\u00e9but \u00e0 la fin &#8211; en une seule source de v\u00e9rit\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\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/brooke-cagle-npgzdioiivi-unsplash-1536x1024-68553d0615766-1-600x400.webp 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 ONE permet de mettre en place des op\u00e9rations modernes, automatis\u00e9es et int\u00e9gr\u00e9es pour leur centre de contact.\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>Les dirigeants de Nutrisystem ont choisi Calabrio ONE pour mettre en place des op\u00e9rations modernes, automatis\u00e9es et int\u00e9gr\u00e9es pour leur centre de contact. D\u00e9sormais, les enregistrements des appels re\u00e7us par l&rsquo;ACD Five9 de Nutrisystem sont automatiquement transmis \u00e0 Calabrio ONE \u00e0 des fins d&rsquo;analyse et d&rsquo;archivage, de sorte que les planificateurs de main-d&rsquo;\u0153uvre peuvent d\u00e9velopper efficacement les pr\u00e9visions du centre d&rsquo;appels \u00e0 l&rsquo;avance sans avoir \u00e0 t\u00e9l\u00e9charger manuellement les donn\u00e9es historiques de Five9. Calabrio ONE attribue \u00e9galement automatiquement des notes de qualit\u00e9 aux appels et automatise l&rsquo;ensemble du processus de demande de cong\u00e9s pour les employ\u00e9s.<\/p>\n<p>De plus, avec Calabrio ONE, les agents peuvent consulter, interagir et mettre \u00e0 jour leurs horaires et leurs affectations de canaux en ligne \u00e0 tout moment, o\u00f9 qu&rsquo;ils se trouvent. De plus, les analystes de la qualit\u00e9 peuvent envoyer les enregistrements des appels directement aux agents quand ils le souhaitent, afin que ces derniers puissent les \u00e9couter quand ils en ont le temps. Dans le pass\u00e9, cela n\u00e9cessitait un support pour h\u00e9berger la lecture de l&rsquo;appel. En mati\u00e8re d&rsquo;analyse, les responsables utilisent Calabrio ONE pour discerner les vraies raisons des objections des clients et comprendre \u00e0 la fois la voix de l&rsquo;agent et la voix du client (VoC). En outre, l&rsquo;\u00e9quipe d&rsquo;assurance qualit\u00e9 de Nutrisystem utilise l&rsquo;analyse pr\u00e9dictive de Calabrio ONE pour comprendre exactement ce qui se passe dans les appels trait\u00e9s par le centre de contact.<\/p>\n<p>Mais la port\u00e9e de Calabrio ONE ne s&rsquo;arr\u00eate pas l\u00e0. Apr\u00e8s avoir constat\u00e9 l&rsquo;impact positif imm\u00e9diat de Calabrio ONE, les dirigeants ont d\u00e9cid\u00e9 de transf\u00e9rer toutes les op\u00e9rations du centre de contact de Nutrisystem vers le cloud.<\/p>\n<p>Aujourd&rsquo;hui, les <span class=\"ui-provider gm b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\">dirigeants de Nutrisystem utilisent Calabrio ONE pour unifier les processus de performance du personnel et int\u00e9grer tous les flux de donn\u00e9es du centre de contact.<\/span><\/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-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1-300x300.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1-1024x1024.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1-150x150.webp 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1-768x768.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/adobestock-600690322-scaled-e1735861175179-1536x1536-68553d06340ee-1-600x600.webp 600w\" 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_976ccdbc52c74a8e9435429c2a8f20fd\"] {\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<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_8dfd89fe65f1751eb4256ac9e2b2bd87\"\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\t&quot;Nous avions l&#039;habitude d&#039;avoir la meilleure technologie de sa cat\u00e9gorie pour une application sp\u00e9cifique, mais elles ne jouaient pas toujours bien ensemble dans le bac \u00e0 sable &#8211; le chat \u00e9tait dans un domaine, le WFM dans un autre, les enregistrements d&#039;appels dans un autre, les rapports du berceau \u00e0 la tombe dans un autre, et ainsi de suite. Calabrio ONE a fourni une plateforme int\u00e9gr\u00e9e, bas\u00e9e sur le cloud, qui fait tout, agissant comme le nouveau noyau de la transformation compl\u00e8te du cloud de notre centre de contact&quot;.\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\/2025\/01\/images-68553de9cf409.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/images-68553de9cf409.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/images-68553de9cf409.webp\" 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\tJesse Claus\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\tSr. Responsable de l&#039;optimisation\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_8dfd89fe65f1751eb4256ac9e2b2bd87\"] {\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> \t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_e576e678e4599f10a697decfa6d32985\"\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\tLe centre de contact est 67% plus productif et efficace\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<div class=\" vc_custom_1687974410198\">\n<div id=\"text-block-6779d67949080\" class=\"mk-text-block jupiter-donut- \">\n<p>Avec Calabrio ONE comme seule et v\u00e9ritable source de donn\u00e9es, les dirigeants de Nutrisystem estiment que leur centre de contact est 67% plus productif et efficace. Les employ\u00e9s utilisent chaque jour une plateforme unique, int\u00e9gr\u00e9e et aliment\u00e9e par Calabrio ONE pour acc\u00e9der facilement \u00e0 un point de v\u00e9rit\u00e9 unique pour les donn\u00e9es et les affectations du centre de contact. Au lieu, par exemple, de s&rsquo;envoyer des messages dans Microsoft Teams pour essayer de savoir qui s&rsquo;occupe de chaque canal \u00e0 un moment donn\u00e9, les agents peuvent voir les affectations de canaux \u00e0 jour dans Calabrio ONE. De plus, au lieu de suivre un processus de demande de cong\u00e9 qui n\u00e9cessitait l&rsquo;envoi d&rsquo;au moins trois courriels entre les employ\u00e9s et les responsables, les employ\u00e9s demandent et re\u00e7oivent d\u00e9sormais l&rsquo;approbation des demandes de cong\u00e9 en une seule action. Avec Calabrio ONE, les responsables ont d\u00e9sormais une vue directe sur l&rsquo;exp\u00e9rience client de Nutrisystem &#8211; ils savent, par exemple, si les agents Nutrisystem font tout ce qu&rsquo;ils sont cens\u00e9s faire lors de chaque appel (par exemple, s&rsquo;ils mentionnent leurs informations comme il se doit). Ils peuvent \u00e9galement identifier et r\u00e9soudre de mani\u00e8re proactive les probl\u00e8mes rencontr\u00e9s par les agents et identifier les objections fr\u00e9quentes ou r\u00e9currentes des clients. Lorsque, par exemple, les responsables ont remarqu\u00e9 une augmentation soudaine et consid\u00e9rable du nombre de clients demandant des substitutions de commande, ils ont utilis\u00e9 la fonctionnalit\u00e9 de recherche de transcription analytique de Calabrio ONE pour identifier le probl\u00e8me exact : des probl\u00e8mes de cha\u00eene d&rsquo;approvisionnement limitaient la disponibilit\u00e9 de l&rsquo;un des articles les plus populaires de Nutrisystem, le sandwich \u00e0 la saucisse de petit-d\u00e9jeuner \u00e0 la dinde. Aujourd&rsquo;hui, les agents et les gestionnaires b\u00e9n\u00e9ficient de la rationalisation op\u00e9rationnelle et des gains de temps consid\u00e9rables que leur offre Calabrio ONE<\/p>\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\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_e576e678e4599f10a697decfa6d32985\"] {\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":32854,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"case-study-category":[705],"case-study-industry":[684],"class_list":["post-16300","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-calabrio-one-fr","case-study-industry-personnel-supply-services-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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