{"id":16501,"date":"2025-01-05T17:32:05","date_gmt":"2025-01-05T17:32:05","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/saveonsp-sappuie-sur-la-suite-calabrio-one-pour-unifier-les-donnees-critiques-dans-les-applications-du-centre-de-contact\/"},"modified":"2025-06-23T13:54:40","modified_gmt":"2025-06-23T13:54:40","slug":"saveonsp-sappuie-sur-la-suite-calabrio-one-pour-unifier-les-donnees-critiques-dans-les-applications-du-centre-de-contact","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/saveonsp-sappuie-sur-la-suite-calabrio-one-pour-unifier-les-donnees-critiques-dans-les-applications-du-centre-de-contact\/","title":{"rendered":"SaveOnSP s&rsquo;appuie sur la suite Calabrio ONE pour unifier les donn\u00e9es critiques dans les applications du centre de contact"},"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_8092689511c564556771a620f5d63eba\"\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\tSaveOnSP s&#039;appuie sur la suite Calabrio ONE pour unifier les donn\u00e9es critiques dans les applications du centre de contact\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=\"wpb_row vc_row vc_row-fluid jupiter-donut- mk-fullwidth-true attched-false vc_custom_1611832192635 js-master-row mk-in-viewport\" data-mk-full-width=\"true\" data-mk-full-width-init=\"true\">\n<div class=\"mk-grid\">\n<div class=\"vc_col-sm-1\/5 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li><strong>Un demi-million de dollars<\/strong> par an Rien qu&rsquo;en termes d&rsquo;\u00e9conomies de main-d&rsquo;\u0153uvre<\/li>\n<li><strong>D\u00e9passer les<\/strong> scores de qualit\u00e9<\/li>\n<li><strong style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">&lt;5% \/ jour<\/strong> <span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Moyenne de r\u00e9tr\u00e9cissement intrajournalier<\/span><\/li>\n<li><strong style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">\u22645% d&rsquo;erreur<\/strong><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\"> marge <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Pr\u00e9cision des pr\u00e9visions<\/span><\/li>\n<li><strong style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Donn\u00e9es<\/strong> <span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">donn\u00e9es <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Dans des tableaux de bord riches et visuels<\/span><\/li>\n<\/ul>\n<\/div>\n<\/div>\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\/thais-varela-zykQvKDKjgM-unsplash-scaled-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1.webp 1707w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1-200x300.webp 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1-683x1024.webp 683w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1-768x1152.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1-1024x1536.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/thais-varela-zykQvKDKjgM-unsplash-scaled-1-1366x2048.webp 1366w\" 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_8092689511c564556771a620f5d63eba\"] {\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_c057c1c5e64ed3dae03e10b9becfa2c4\"\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\tObtenez une vue compl\u00e8te du centre de contact et de meilleures informations commerciales gr\u00e2ce \u00e0 la gestion des donn\u00e9es de Calabrio.\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>Bas\u00e9e \u00e0 Buffalo, dans l&rsquo;\u00c9tat de New York, la soci\u00e9t\u00e9 de prestations pharmaceutiques SaveOnSP a \u00e9t\u00e9 fond\u00e9e par des experts des secteurs de la sant\u00e9 et de l&rsquo;industrie pharmaceutique avec un objectif en t\u00eate : r\u00e9duire les prix que les employeurs et les participants \u00e0 leurs r\u00e9gimes paient pour les m\u00e9dicaments sp\u00e9cialis\u00e9s les plus couramment utilis\u00e9s.<\/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_c057c1c5e64ed3dae03e10b9becfa2c4\"] {\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_c057c1c5e64ed3dae03e10b9becfa2c4\"] {\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_e228a02cb6220775d39f9bccb74c4744\"\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\tAucun programme d&#039;assurance qualit\u00e9 n&#039;a \u00e9t\u00e9 mis en place pour mesurer &#8211; ou optimiser &#8211; l&#039;exp\u00e9rience du client.\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 SaveOnSP sont d\u00e9termin\u00e9s \u00e0 faire en sorte que les participants au r\u00e9gime b\u00e9n\u00e9ficient d&rsquo;une transition transparente des avantages, et tous les employ\u00e9s de SaveOnSP les consid\u00e8rent comme leur priorit\u00e9 absolue. Malgr\u00e9 cela, le centre de contact de l&rsquo;entreprise avait l&rsquo;habitude d&rsquo;\u00e9tablir des pr\u00e9visions manuelles au lieu d&rsquo;utiliser une technologie con\u00e7ue \u00e0 cet effet. Pire encore, aucun programme d&rsquo;assurance qualit\u00e9 n&rsquo;\u00e9tait en place pour mesurer &#8211; ou optimiser &#8211; l&rsquo;exp\u00e9rience client (CX) fournie par les agents de SaveOnSP. En fait, les responsables utilisaient encore des feuilles de calcul Excel rudimentaires d\u00e8s la premi\u00e8re ann\u00e9e d&rsquo;activit\u00e9 du centre de contact pour g\u00e9rer la qualit\u00e9 du service.<\/p>\n<p>Les dirigeants savaient que cette approche h\u00e9rit\u00e9e du pass\u00e9 ne pouvait pas leur donner l&rsquo;agilit\u00e9 ou la perspicacit\u00e9 n\u00e9cessaires pour respecter en permanence les engagements sur lesquels ils fondent leur activit\u00e9. Il \u00e9tait temps de se moderniser.<\/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\/getty-images-WF-HxQ4XN38-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-scaled.jpg 1707w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-200x300.jpg 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-683x1024.jpg 683w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-768x1152.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-1024x1536.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-WF-HxQ4XN38-unsplash-1365x2048.jpg 1365w\" 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\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\tLa solution\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 ont d\u00e9ploy\u00e9 l&rsquo;ensemble de la suite Calabrio ONE pour faire entrer SaveOnSP dans une nouvelle \u00e8re d&rsquo;exp\u00e9rience client. Calabrio Workforce Management (WFM) aide les responsables des centres de contact \u00e0 pr\u00e9voir avec pr\u00e9cision les volumes, tandis que Calabrio Data Management les aide \u00e0 rassembler les donn\u00e9es critiques en temps r\u00e9el provenant de diverses applications de centres de contact et \u00e0 les pr\u00e9senter c\u00f4te \u00e0 c\u00f4te avec les donn\u00e9es historiques correspondantes.<\/p>\n<p>Il existe actuellement plus de 100 tableaux de bord diff\u00e9rents aliment\u00e9s par Calabrio Data Management :<br \/>\n&#8211; un tableau de bord des tendances en mati\u00e8re d&rsquo;\u00e9vitement d&rsquo;appels qui aide les superviseurs des centres de contact \u00e0 encadrer et \u00e0 g\u00e9rer le personnel ;<br \/>\n&#8211; un tableau de bord de comparaison des mesures utilis\u00e9 par la direction pour suivre la r\u00e9ussite et la productivit\u00e9 de chaque \u00e9quipe de superviseurs de centres de contact ;<\/p>\n<p>&#8211; un tableau de bord qui permet aux agents de surveiller leurs principaux param\u00e8tres et de g\u00e9rer leurs propres performances ;<br \/>\n&#8211; un tableau de bord de statistiques par intervalles utilis\u00e9 par la direction et les cadres pour la planification du personnel ;<\/p>\n<p>&#8211; un tableau de bord historique des arriv\u00e9es entrantes utilis\u00e9 par le centre de commande du centre de contact pour pr\u00e9voir les appels ; et<br \/>\n&#8211; un tableau de bord de la diminution\/du vecteur de la journ\u00e9e pr\u00e9c\u00e9dente, utilis\u00e9 dans les r\u00e9unions quotidiennes par la direction et les cadres.<\/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\/michael-tucker-vhNEFFcv12o-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/michael-tucker-vhNEFFcv12o-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/michael-tucker-vhNEFFcv12o-unsplash-scaled.jpg 1920w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/michael-tucker-vhNEFFcv12o-unsplash-225x300.jpg 225w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/michael-tucker-vhNEFFcv12o-unsplash-768x1024.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/michael-tucker-vhNEFFcv12o-unsplash-1152x1536.jpg 1152w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/michael-tucker-vhNEFFcv12o-unsplash-1536x2048.jpg 1536w\" 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_e228a02cb6220775d39f9bccb74c4744\"] {\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_fec31af8b58652390362ae13fd00bef2\"\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\tNotre centre de commande travaille sans rel\u00e2che pour r\u00e9pondre aux demandes de rapports urgents et fournir des visualisations de donn\u00e9es concises et perspicaces. J&#039;ai personnellement cr\u00e9\u00e9 de nombreux tableaux de bord Calabrio Data Management \u00e0 l&#039;\u00e9chelle de l&#039;entreprise qui sont utilis\u00e9s quotidiennement par les diff\u00e9rents niveaux de gestion de SaveOnSP&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\/sara_macallister_saveonsp-600x600-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/sara_macallister_saveonsp-600x600-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/sara_macallister_saveonsp-600x600-1.jpg 600w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/sara_macallister_saveonsp-600x600-1-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/sara_macallister_saveonsp-600x600-1-150x150.jpg 150w\" 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\tSara MacAllister\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. Analyste du personnel\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_fec31af8b58652390362ae13fd00bef2\"] {\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_9a578e4bb3856dd5c71373d289c199b2\"\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\tAvec Calabrio, SaveOnSP a transform\u00e9 le paysage des rapports et de la qualit\u00e9 de son CX et a stimul\u00e9 l&#039;efficacit\u00e9 op\u00e9rationnelle 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 r\u00e9pondant rapidement aux demandes de rapports urgents et en fournissant des visualisations de donn\u00e9es concises, les analystes WFM donnent au centre de contact et aux autres d\u00e9partements de SaveOnSP la vision et la compr\u00e9hension dont ils ont besoin.<\/p>\n<p>Par exemple, la visibilit\u00e9 des performances individuelles des agents &#8211; y compris l&rsquo;identification des agents qui ont des difficult\u00e9s ou qui \u00e9vitent les appels &#8211; donne aux superviseurs du centre de contact la possibilit\u00e9 de fournir un coaching opportun et significatif ou de prendre des mesures disciplinaires lorsque cela est justifi\u00e9, ce qui permet \u00e0 SaveOnSP d&rsquo;\u00e9conomiser environ 500 000 dollars par an gr\u00e2ce \u00e0 l&rsquo;\u00e9limination du personnel improductif.<\/p>\n<p>Aujourd&rsquo;hui, le respect des appels par le centre de contact de SaveOnSP est \u00ab\u00a0exceptionnel\u00a0\u00bb, les scores de qualit\u00e9 de la plupart des employ\u00e9s r\u00e9pondent aux attentes (et de nombreux employ\u00e9s d\u00e9passent d\u00e9sormais l&rsquo;objectif de qualit\u00e9), la perte intrajournali\u00e8re est d\u00e9sormais inf\u00e9rieure \u00e0 5 % par jour en moyenne et les pr\u00e9visionnistes WFM ont pr\u00e9dit les appels avec une marge d&rsquo;erreur de 5 % pendant pr\u00e8s d&rsquo;une ann\u00e9e enti\u00e8re. Le centre de contact \u00e9vite \u00e9galement les p\u00e9nalit\u00e9s financi\u00e8res quotidiennes qu&rsquo;il aurait d\u00fb payer si les garanties de performance li\u00e9es \u00e0 la vitesse moyenne de r\u00e9ponse (ASA) et \u00e0 l&rsquo;abandon n&rsquo;avaient pas \u00e9t\u00e9 respect\u00e9es, ce qui lui permet d&rsquo;\u00e9conomiser des milliers de dollars.<\/p>\n<p>Mais Calabrio ONE ne profite pas seulement au centre de contact. Les cadres et la direction de SaveOnSP utilisent d\u00e9sormais chaque jour plusieurs tableaux de bord d&rsquo;entreprise aliment\u00e9s par Calabrio, dont un qui pr\u00e9sente un r\u00e9sum\u00e9 complet des indicateurs cl\u00e9s de performance de la journ\u00e9e pr\u00e9c\u00e9dente. Plusieurs d\u00e9partements le font \u00e9galement &#8211; le d\u00e9partement de facturation de SaveOnSP, par exemple, a consid\u00e9rablement am\u00e9lior\u00e9 les taux d&rsquo;appels manqu\u00e9s, de pertes et d&rsquo;occupation de son \u00e9quipe tout en \u00e9liminant finalement un arri\u00e9r\u00e9 de 10 000 t\u00e2ches en suspens gr\u00e2ce \u00e0 un tableau de bord d&rsquo;analyse de l&rsquo;allocation du temps aliment\u00e9 par Calabrio.<\/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_9a578e4bb3856dd5c71373d289c199b2\"] {\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":33193,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[710],"case-study-industry":[645],"class_list":["post-16501","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-suite-fr","case-study-industry-insurance-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - 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