{"id":38838,"date":"2025-11-19T19:43:14","date_gmt":"2025-11-19T19:43:14","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/principal-fournisseur-de-soins-de-sante\/"},"modified":"2025-11-19T19:44:08","modified_gmt":"2025-11-19T19:44:08","slug":"principal-fournisseur-de-soins-de-sante","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/principal-fournisseur-de-soins-de-sante\/","title":{"rendered":"Principal fournisseur de soins de sant\u00e9"},"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_957c52a6f4adbca849126063d6c5c52d\"\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\t  Un grand prestataire de soins de sant\u00e9 r\u00e9duit ses co\u00fbts de 185 000 dollars tous les trois mois gr\u00e2ce \u00e0 Smarter WFM\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>Une gestion optimale du personnel permet d&rsquo;\u00e9conomiser 185 000 dollars par trimestre<br \/>\nLe taux d&rsquo;attrition des clients est proche de z\u00e9ro<\/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\/Healthcare-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-1.jpg 612w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-1-300x144.jpg 300w\" 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_957c52a6f4adbca849126063d6c5c52d\"] {\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_45f183ac4c50a08b2c0fccd5734ff689\"\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><span data-contrast=\"auto\">Un grand fournisseur de soins de sant\u00e9 du sud des \u00c9tats-Unis g\u00e8re l&rsquo;un des syst\u00e8mes de sant\u00e9 \u00e0 but non lucratif les plus \u00e9tendus de la r\u00e9gion, desservant des millions de patients chaque ann\u00e9e gr\u00e2ce \u00e0 un vaste r\u00e9seau d&rsquo;h\u00f4pitaux, de centres sp\u00e9cialis\u00e9s et de cliniques. Son centre de contact prend en charge environ  <\/span><span data-contrast=\"auto\">1 800 agents r\u00e9partis sur plusieurs sites, g\u00e9rant un large \u00e9ventail de besoins des patients, depuis la prise de rendez-vous jusqu&rsquo;\u00e0 des services complexes tels que la coordination de la kin\u00e9sith\u00e9rapie.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Avec des appels qui durent souvent de 25 \u00e0 35 minutes et qui requi\u00e8rent une profonde empathie, le centre de contact joue un r\u00f4le essentiel dans la fourniture de soins compatissants et centr\u00e9s sur le patient, tout en conciliant l&rsquo;efficacit\u00e9, le personnel et les exigences op\u00e9rationnelles.<\/span><span> <\/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\/11\/Healthcare-2-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-1536x1024.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-2048x1365.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-2-600x400.jpeg 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_45f183ac4c50a08b2c0fccd5734ff689\"] {\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_3d13fc99724142b7c0e43fc75f260bed\"\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><span data-contrast=\"auto\">L&rsquo;organisation fonctionnait sur des plates-formes Cisco (y compris UCCX et PCCE) et se d\u00e9battait avec la gestion des effectifs (WFM) il y a encore quelques ann\u00e9es. Les efforts pr\u00e9c\u00e9dents de WFM avaient \u00e9chou\u00e9, cr\u00e9ant des inefficacit\u00e9s op\u00e9rationnelles et rendant difficile la prise en charge de la grande vari\u00e9t\u00e9 de services en contact avec les patients, en particulier les interactions d\u00e9taill\u00e9es et d\u00e9licates telles que la programmation de la kin\u00e9sith\u00e9rapie.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Les appels des patients \u00e9taient longs et complexes sur le plan \u00e9motionnel.<\/span><span data-contrast=\"auto\">La dur\u00e9e de l&rsquo;op\u00e9ration est de 25 \u00e0 35 minutes. Pourtant, le centre de contact \u00e9tait toujours \u00e9valu\u00e9 en fonction d&rsquo;un accord traditionnel de niveau de service 80\/20, un mod\u00e8le qui ne refl\u00e9tait pas la r\u00e9alit\u00e9 de leur travail. De nombreux appelants nous ont contact\u00e9s dans des moments difficiles ou vuln\u00e9rables et ont eu besoin d&#8217;empathie et de temps, pas de rapidit\u00e9.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Ce d\u00e9calage a engendr\u00e9 des frustrations dans l&rsquo;ensemble de l&rsquo;organisation. Le personnel \u00e9tait inefficace, les agents se sentaient oblig\u00e9s de presser les patients et la direction ne disposait pas d&rsquo;un cadre permettant de soutenir \u00e0 la fois les objectifs op\u00e9rationnels et l&rsquo;exp\u00e9rience des patients. Le syst\u00e8me de sant\u00e9 avait besoin d&rsquo;une approche plus r\u00e9aliste et plus humaine de la performance, refl\u00e9tant ce qu&rsquo;exigent r\u00e9ellement des soins de qualit\u00e9.<\/span><span> <\/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\/11\/Healthcare-3.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-3.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-3.jpg 577w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/Healthcare-3-300x187.jpg 300w\" 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><span data-contrast=\"auto\">Le fournisseur est pass\u00e9 \u00e0 Calabrio Cloud, mettant en \u0153uvre WFM dans tous ses centres de contact. L&rsquo;\u00e9quipe de direction de la WFM a donn\u00e9 la priorit\u00e9 \u00e0 la r\u00e9\u00e9ducation des dirigeants et du personnel pour qu&rsquo;ils repensent les mesures cl\u00e9s de mani\u00e8re \u00e0 mieux refl\u00e9ter les besoins des patients. Au lieu d&rsquo;appliquer un mod\u00e8le unique, ils ont cr\u00e9\u00e9 des niveaux de service et des objectifs uniques pour chaque centre de contact, adapt\u00e9s aux types d&rsquo;appels et aux priorit\u00e9s de l&rsquo;entreprise.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Ils ont \u00e9galement utilis\u00e9 Calabrio pour cr\u00e9er des tableaux de bord d&rsquo;adh\u00e9rence et responsabiliser les agents par le biais de l&rsquo;application mobile, en leur donnant une visibilit\u00e9 en temps r\u00e9el sur les horaires et les performances. Cela a aid\u00e9 les agents \u00e0 s&rsquo;approprier leur succ\u00e8s, \u00e0 \u00e9quilibrer leur travail avec leurs engagements personnels (tels que leur emploi du temps scolaire) et \u00e0 poursuivre des carri\u00e8res \u00e0 long terme dans des domaines de la sant\u00e9 tels que les soins infirmiers ou la radiologie.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">En collectant et en analysant les donn\u00e9es de Calabrio, le centre de contact a pu d\u00e9montrer comment des accords de niveau de service r\u00e9alistes am\u00e9lioraient \u00e0 la fois l&rsquo;efficacit\u00e9 op\u00e9rationnelle et l&rsquo;exp\u00e9rience des patients. Cette cr\u00e9dibilit\u00e9 fond\u00e9e sur les donn\u00e9es a permis \u00e0 l&rsquo;\u00e9quipe WFM de faire entendre sa voix strat\u00e9gique dans l&rsquo;ensemble de l&rsquo;organisation, en influen\u00e7ant les pr\u00e9visions, les d\u00e9cisions en mati\u00e8re de personnel et l&rsquo;\u00e9tablissement du budget.<\/span><span> <\/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_410651636-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-1024x681.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-768x511.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-1536x1022.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-2048x1363.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_410651636-600x400.jpeg 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_3d13fc99724142b7c0e43fc75f260bed\"] {\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\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\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\n\n\n\t<\/div> \t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_bcec08398f683fdec88176a8a093f501\"\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><span data-contrast=\"auto\">Le passage \u00e0 Calabrio a transform\u00e9 les op\u00e9rations du centre de contact de l&rsquo;organisation. En rempla\u00e7ant l&rsquo;accord de niveau de service 80\/20 d\u00e9pass\u00e9 par des niveaux de service personnalis\u00e9s, le prestataire de soins de sant\u00e9 a constat\u00e9 une am\u00e9lioration de la satisfaction des patients et de l&rsquo;engagement des agents. L&rsquo;attrition est tomb\u00e9e \u00e0 pr\u00e8s de z\u00e9ro, avec seulement une rotation n\u00e9cessaire li\u00e9e \u00e0 la performance.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Gr\u00e2ce \u00e0 une vision plus claire des besoins en personnel et des performances gr\u00e2ce \u00e0 Calabrio, l&rsquo;organisation a optimis\u00e9 ses ressources internes et, en fin de compte, a pu  <\/span><span data-contrast=\"auto\">a \u00e9limin\u00e9 la n\u00e9cessit\u00e9 de recourir \u00e0 l&rsquo;assistance d&rsquo;un BPO, ce qui a permis de r\u00e9aliser des \u00e9conomies de l&rsquo;ordre de 185 000 dollars tous les trois mois. Au lieu d&rsquo;ajouter du personnel pour compenser les \u00e9carts de performance, ils ont gagn\u00e9 en efficacit\u00e9 en \u00e9tablissant des objectifs empathiques, \u00e9tay\u00e9s par des donn\u00e9es.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Aujourd&rsquo;hui, l&rsquo;\u00e9quipe de direction WFM du prestataire de soins de sant\u00e9 est un partenaire strat\u00e9gique de confiance dans l&rsquo;ensemble de l&rsquo;organisation. Arm\u00e9s de donn\u00e9es solides, ils contribuent \u00e0 d\u00e9finir les niveaux de service, les temps de traitement moyens et les pr\u00e9visions \u00e0 long terme. En alignant les performances op\u00e9rationnelles sur les valeurs centr\u00e9es sur le patient, l&rsquo;organisation a construit un mod\u00e8le de main-d&rsquo;\u0153uvre plus solide et plus durable qui profite aux patients, aux agents et \u00e0 l&rsquo;ensemble du syst\u00e8me de sant\u00e9.<\/span><span> <\/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\/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_bcec08398f683fdec88176a8a093f501\"] 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