{"id":38537,"date":"2025-11-07T00:29:03","date_gmt":"2025-11-07T00:29:03","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/etude-de-cas-dun-fournisseur-de-services-educatifs\/"},"modified":"2025-11-07T00:29:57","modified_gmt":"2025-11-07T00:29:57","slug":"etude-de-cas-dun-fournisseur-de-services-educatifs","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/etude-de-cas-dun-fournisseur-de-services-educatifs\/","title":{"rendered":"\u00c9tude de cas d&rsquo;un fournisseur de services \u00e9ducatifs"},"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_0ffe3c7110920937f9165048d1b2e23e\"\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\">\u00c9tude de cas<\/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\tLe fournisseur de services \u00e9ducatifs augmente de 67 % le nombre d&#039;\u00e9valuations de l&#039;assurance qualit\u00e9\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<p>Augmentation de 67 % des \u00e9valuations d&rsquo;assurance qualit\u00e9<\/p>\n<p>3000 \u00e0 5000 \u00e9valuations par mois<\/p>\n<p>Expansion de 1 \u00e0 19 d\u00e9partements<\/p>\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-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\/11\/higher-ed-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-1.jpg 612w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-1-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-1-600x400.jpg 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_0ffe3c7110920937f9165048d1b2e23e\"] {\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_3c9c622f14b89151067bf449f626602a\"\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\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\tContexte\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>Un important prestataire de services \u00e9ducatifs soutenant des \u00e9tablissements d&rsquo;enseignement sup\u00e9rieur a entrepris de transformer le programme d&rsquo;assurance qualit\u00e9 (AQ) de son centre de contact. L&rsquo;organisation est au service de milliers d&rsquo;\u00e9tudiants dans le cadre de programmes de licence, de master et de doctorat (en ligne et sur le campus), et veille \u00e0 ce que chaque interaction refl\u00e8te l&rsquo;engagement de l&rsquo;institution en faveur de l&rsquo;excellence du service.<\/p>\n<p>Alors que les attentes des \u00e9tudiants \u00e9voluaient et que le besoin d&rsquo;exp\u00e9riences num\u00e9riques transparentes se faisait de plus en plus sentir, les dirigeants ont reconnu que leurs anciens outils d&rsquo;assurance qualit\u00e9 ne pouvaient plus suivre le rythme. Ils avaient besoin d&rsquo;une solution qui apporterait de la coh\u00e9rence, de l&rsquo;information et de la transparence \u00e0 leur programme de qualit\u00e9. Ils avaient besoin d&rsquo;une solution capable de responsabiliser leurs agents et d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience des \u00e9tudiants.<\/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\/11\/higher-ed-2.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-2.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-2.jpg 612w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-2-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-2-600x400.jpg 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_3c9c622f14b89151067bf449f626602a\"] {\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_9f8bfa6db886a2f65c707bee7cefade8\"\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\n\t\t\t\t\t\t\t\t<h3\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\tD\u00e9fi\t\t\t<\/h3>\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;ancien syst\u00e8me de l&rsquo;\u00e9quipe d&rsquo;assurance qualit\u00e9 reposait en grande partie sur des processus manuels. Les agents suivaient les indicateurs \u00e0 l&rsquo;aide de feuilles de calcul Excel et utilisaient des logiciels de reporting obsol\u00e8tes qui tombaient souvent en panne, manquaient d&rsquo;accessibilit\u00e9 et n&rsquo;offraient qu&rsquo;une visibilit\u00e9 limit\u00e9e sur les tendances en mati\u00e8re de performances.<\/p>\n<p>Cette approche fragment\u00e9e a engendr\u00e9 d&rsquo;importantes inefficacit\u00e9s. Il \u00e9tait difficile de d\u00e9terminer les appels \u00e0 \u00e9valuer, ce qui entra\u00eenait des \u00e9valuations incoh\u00e9rentes des agents et limitait les possibilit\u00e9s de coaching cibl\u00e9. En cons\u00e9quence, le programme d&rsquo;assurance qualit\u00e9 a souvent \u00e9t\u00e9 per\u00e7u comme une mesure disciplinaire plut\u00f4t que comme un soutien, ce qui a aliment\u00e9 la frustration des agents et diminu\u00e9 leur confiance dans le processus.<\/p>\n<p>Lorsque l&rsquo;\u00e9quipe s&rsquo;est trouv\u00e9e confront\u00e9e \u00e0 une mise \u00e0 niveau logicielle co\u00fbteuse qui n&rsquo;aurait pas permis de r\u00e9soudre ces probl\u00e8mes fondamentaux, la direction a vu un point d&rsquo;inflexion critique. Ils avaient besoin d&rsquo;une plateforme moderne, ax\u00e9e sur les donn\u00e9es, capable de rationaliser les op\u00e9rations d&rsquo;assurance qualit\u00e9, de fournir des informations exploitables et d&rsquo;aider \u00e0 repositionner l&rsquo;assurance qualit\u00e9 en tant que fonction strat\u00e9gique favorisant \u00e0 la fois l&rsquo;engagement des agents et la satisfaction des \u00e9tudiants.<\/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\/11\/higher-ed-3.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-3.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-3.jpg 612w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-3-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/higher-ed-3-600x400.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\n\t\t\t\t\t\t\t\t<h3\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\tSolution\t\t\t<\/h3>\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;organisation a choisi Calabrio ONE pour mettre en \u0153uvre sa nouvelle strat\u00e9gie d&rsquo;assurance qualit\u00e9 et d&rsquo;enregistrement des appels, en rempla\u00e7ant les syst\u00e8mes manuels obsol\u00e8tes par une plateforme unifi\u00e9e, bas\u00e9e sur le cloud, con\u00e7ue pour la flexibilit\u00e9, l&rsquo;\u00e9volutivit\u00e9 et la facilit\u00e9 d&rsquo;utilisation.<\/p>\n<p>Avec Calabrio ONE, les \u00e9valuateurs peuvent d\u00e9sormais rechercher, acc\u00e9der et examiner efficacement les appels \u00e0 partir d&rsquo;une interface unique. Un nouveau tableau de bord d&rsquo;assurance qualit\u00e9 a permis aux agents d&rsquo;avoir une visibilit\u00e9 en temps r\u00e9el de leurs performances, en indiquant le nombre d&rsquo;appels not\u00e9s, les notes moyennes et les tendances dans le temps. Cette transparence a transform\u00e9 la dynamique entre les agents et l&rsquo;\u00e9quipe d&rsquo;assurance qualit\u00e9, transformant les \u00e9valuations en opportunit\u00e9s de croissance plut\u00f4t qu&rsquo;en critiques.<\/p>\n<p>Pour renforcer le programme, l&rsquo;\u00e9quipe a cr\u00e9\u00e9 une biblioth\u00e8que d&rsquo;appels compl\u00e8te dans Calabrio ONE, qui comprend des centaines d&rsquo;exemples d&rsquo;appels cat\u00e9goris\u00e9s et de haute qualit\u00e9. Ces enregistrements sont devenus un puissant outil de formation, permettant aux agents de s&rsquo;inspirer des meilleurs, de comprendre ce qu&rsquo;est une bonne performance et de s&rsquo;efforcer de s&rsquo;am\u00e9liorer.<\/p>\n<p>Ensemble, ces am\u00e9liorations ont transform\u00e9 l&rsquo;AQ en une initiative de renforcement de la culture, favorisant la responsabilisation, la confiance et la collaboration entre les d\u00e9partements.<\/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\/11\/higher-ed-4.jpg\" 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18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\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_af8a6cd92b68e9d51b53ac1bf58b74b5\"\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\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\tR\u00e9sultat\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 r\u00e9sultats de ce partenariat de longue date sont exceptionnels. L&rsquo;entreprise a constat\u00e9 une augmentation de 250 % de la satisfaction des clients (CSAT), ce qui t\u00e9moigne d&rsquo;une am\u00e9lioration significative de la qualit\u00e9 et de la coh\u00e9rence de l&rsquo;exp\u00e9rience client. Parall\u00e8lement, l&rsquo;automatisation a augment\u00e9 de 225 %, ce qui a permis de r\u00e9aliser des \u00e9conomies totales de plus de 20 millions de dollars. Ces r\u00e9sultats refl\u00e8tent non seulement les gains d&rsquo;efficacit\u00e9 op\u00e9rationnelle, mais aussi le succ\u00e8s d&rsquo;une approche collaborative et pratique de la gestion du personnel.rnrnEn alignant la strat\u00e9gie sur l&rsquo;ex\u00e9cution et les id\u00e9es sur l&rsquo;action, Calabrio a aid\u00e9 la marque \u00e0 d\u00e9bloquer d&rsquo;importantes am\u00e9liorations de performance tout en renfor\u00e7ant son engagement en faveur d&rsquo;un service de qualit\u00e9 et d&rsquo;une \u00e9volutivit\u00e9 mondiale. Ce qui a commenc\u00e9 comme un besoin de conseils s&rsquo;est transform\u00e9 en un partenariat pluriannuel tr\u00e8s productif, qui continue \u00e0 alimenter la croissance et l&rsquo;efficacit\u00e9 dans un environnement de vente au d\u00e9tail tr\u00e8s concurrentiel.<\/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_af8a6cd92b68e9d51b53ac1bf58b74b5\"] {\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":38522,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"case-study-category":[707],"case-study-industry":[664],"class_list":["post-38537","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-qm-fr","case-study-industry-manufacturing-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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