{"id":7293,"date":"2024-12-03T12:15:42","date_gmt":"2024-12-03T12:15:42","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/lhopital-methodiste-de-houston-utilise-wfm-pour-atteindre-des-objectifs-ambitieux-en-matiere-de-soins-aux-patients-et-aux-agents\/"},"modified":"2025-07-17T11:36:43","modified_gmt":"2025-07-17T11:36:43","slug":"lhopital-methodiste-de-houston-utilise-wfm-pour-atteindre-des-objectifs-ambitieux-en-matiere-de-soins-aux-patients-et-aux-agents","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/lhopital-methodiste-de-houston-utilise-wfm-pour-atteindre-des-objectifs-ambitieux-en-matiere-de-soins-aux-patients-et-aux-agents\/","title":{"rendered":"L&rsquo;h\u00f4pital m\u00e9thodiste de Houston utilise WFM pour atteindre des objectifs ambitieux en mati\u00e8re de soins aux patients et aux agents."},"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_6209f7b7379dc6f0f276f1eb0dc670f7\"\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\tL&#039;h\u00f4pital m\u00e9thodiste de Houston utilise WFM pour atteindre des objectifs ambitieux en mati\u00e8re de soins aux patients et aux agents.\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>Productivit\u00e9 accrue<\/li>\n<li>Une plus grande efficacit\u00e9<\/li>\n<li>Fixation d&rsquo;objectifs plus pr\u00e9cis et plus r\u00e9alistes<\/li>\n<li>Meilleure pr\u00e9servation du bien-\u00eatre des agents<\/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<\/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\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1-300x236.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1-1024x804.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1-768x603.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1-1536x1206.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/curated-lifestyle-Jobcj2QiUlg-unsplash-scaled-1-2048x1608.webp 2048w\" 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_6209f7b7379dc6f0f276f1eb0dc670f7\"] {\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_6cb08f42dd7bc97211360e4c81793eee\"\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=\"en-t\u00eate-xl text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tLe WFM automatis\u00e9 am\u00e9liore la performance et la productivit\u00e9 des agents tout en prot\u00e9geant leur bien-\u00eatre.\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>Depuis plus de 100 ans, l&rsquo;h\u00f4pital m\u00e9thodiste de Houston offre des soins cliniques de pointe, une technologie avanc\u00e9e et une exp\u00e9rience du patient. R\u00e9guli\u00e8rement class\u00e9 parmi les <strong>meilleurs h\u00f4pitaux par U.S. News &amp; World Report<\/strong>, Houston Medical est class\u00e9 au niveau national dans 11 sp\u00e9cialit\u00e9s, et largement consid\u00e9r\u00e9 comme le meilleur h\u00f4pital du Texas et l&rsquo;un des 20 meilleurs du pays.<\/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_6cb08f42dd7bc97211360e4c81793eee\"] {\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_6cb08f42dd7bc97211360e4c81793eee\"] {\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_58122fdb05bed36e13a26db914cb68aa\"\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\tD\u00e9fis\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\tDifficult\u00e9 \u00e0 mesurer les performances pour am\u00e9liorer les r\u00e9sultats\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>Chaque d\u00e9cision prise \u00e0 l&rsquo;h\u00f4pital m\u00e9thodiste de Houston vise \u00e0 satisfaire et \u00e0 d\u00e9passer les attentes des patients en mati\u00e8re de soins. Pour les agents des centres d&rsquo;appel, cela signifie offrir une exp\u00e9rience client de qualit\u00e9 sup\u00e9rieure \u00e0 tous les patients, qu&rsquo;ils appellent pour trouver un m\u00e9decin ou pour s&rsquo;inscrire \u00e0 un cours de Lamaze. Lorsque les dirigeants des centres d&rsquo;appels ont d\u00fb maximiser l&rsquo;efficacit\u00e9 du personnel sans sacrifier la qualit\u00e9 et fournir un coaching de meilleure qualit\u00e9 et plus pertinent afin de construire la culture qu&rsquo;ils souhaitaient, ils savaient que la gestion des effectifs (WFM) et la gestion de la qualit\u00e9 seraient des \u00e9l\u00e9ments cl\u00e9s. Pourtant, ils ne disposaient pas des donn\u00e9es de base et des informations n\u00e9cessaires pour y parvenir. Ils avaient d\u00e9j\u00e0 du mal \u00e0 mesurer et \u00e0 comprendre le travail effectu\u00e9 par les quelque 1 000 agents de l&rsquo;h\u00f4pital r\u00e9partis sur plus de 40 sites de centres d&rsquo;appels. Ils ne pouvaient m\u00eame pas fixer des objectifs optimaux en mati\u00e8re de traitement moyen des appels (ACH) parce qu&rsquo;ils ne savaient pas combien de temps les agents passaient sur les appels et combien d&rsquo;appels au total chacun d&rsquo;entre eux traitait.<\/p>\n<p>&nbsp;<\/p>\n<p>Une nouvelle approche \u00e9tait n\u00e9cessaire.<\/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_605979412-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-1536x1025.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-2048x1366.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_605979412-600x400.jpeg 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\tLa plateforme Calabrio One et WFM ouvre l&#039;acc\u00e8s aux donn\u00e9es\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Lorsque le groupe de soins primaires de l&rsquo;h\u00f4pital a commenc\u00e9 \u00e0 centraliser les op\u00e9rations du centre d&rsquo;appels dans tous les diff\u00e9rents centres, les dirigeants ont mis en \u0153uvre Calabrio ONE pour am\u00e9liorer consid\u00e9rablement l&rsquo;exp\u00e9rience dans chacun d&rsquo;entre eux. Avec Calabrio, les responsables peuvent acc\u00e9der aux donn\u00e9es historiques du centre d&rsquo;appels pour fixer des objectifs appropri\u00e9s en mati\u00e8re d&rsquo;AHT, de gestion de la qualit\u00e9 et d&rsquo;autres objectifs importants pour les agents. La plateforme WFM aide ensuite les responsables \u00e0 identifier les moyens d&rsquo;am\u00e9liorer continuellement les performances des agents. En outre, Calabrio permet aux dirigeants de garder un \u0153il sur les param\u00e8tres mis en place pour prot\u00e9ger le bien-\u00eatre des agents &#8211; par exemple, en contr\u00f4lant si les agents prennent effectivement les pauses qui leur sont assign\u00e9es.<\/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_672140519.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519.jpeg 7934w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-1536x1025.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-600x400.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_58122fdb05bed36e13a26db914cb68aa\"] {\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_715ec855e46a10dc963d767d2d12d7f7\"\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\tLes donn\u00e9es fournies par Calabrio ONE nous permettent de lire entre les lignes. Si nous ne disposons pas de donn\u00e9es, nous ne pouvons pas comprendre comment am\u00e9liorer notre productivit\u00e9 et notre efficacit\u00e9, ce qui nous permet d&#039;\u00e9conomiser de l&#039;argent. Nous ne pouvons pas non plus analyser comment am\u00e9liorer l&#039;environnement de travail de nos agents&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\/2024\/12\/357461460_10159703498412742_4706156689862272527_n.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/357461460_10159703498412742_4706156689862272527_n.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/357461460_10159703498412742_4706156689862272527_n.jpg 960w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/357461460_10159703498412742_4706156689862272527_n-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/357461460_10159703498412742_4706156689862272527_n-150x150.jpg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/357461460_10159703498412742_4706156689862272527_n-768x768.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/357461460_10159703498412742_4706156689862272527_n-600x600.jpg 600w\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"flex flex-col gap-c\/xs\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"body-medium\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\tDaniel Acosta\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\tAnalyste des applications du centre d&#039;appels III, H\u00f4pital m\u00e9thodiste de Houston\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_715ec855e46a10dc963d767d2d12d7f7\"] {\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<style>\n\t[data-theme-block-id=\"block_ca27066ffb17c9ba1d90ae173b200fcb\"] {\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_5eb7ce017bd33289bca461b363f016f5\"\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\tCalabrio ONE am\u00e9liore la productivit\u00e9 et l&#039;efficacit\u00e9\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 responsables du centre d&rsquo;appels de l&rsquo;h\u00f4pital m\u00e9thodiste de Houston reconnaissent que Calabrio ONE les a aid\u00e9s \u00e0 am\u00e9liorer leur productivit\u00e9 et leur efficacit\u00e9 en leur permettant de lire facilement entre les lignes de leurs donn\u00e9es. Ils peuvent d\u00e9sormais d\u00e9finir des donn\u00e9es de r\u00e9f\u00e9rence pr\u00e9cises et des objectifs r\u00e9alistes pour am\u00e9liorer les performances des agents. Ils n&rsquo;ont plus besoin d&rsquo;ex\u00e9cuter plusieurs rapports sur les centres d&rsquo;appels dans diff\u00e9rents syst\u00e8mes, puis d&rsquo;essayer de les assembler manuellement &#8211; les donn\u00e9es dont ils ont besoin sont d\u00e9sormais disponibles dans un seul rapport Calabrio, accessible \u00e0 partir d&rsquo;un seul endroit. Les responsables peuvent \u00e9galement utiliser les donn\u00e9es pour encadrer et encourager les agents \u00e0 atteindre des niveaux de qualit\u00e9 d&rsquo;appel plus \u00e9lev\u00e9s. Et ils peuvent prot\u00e9ger la sant\u00e9 et le bien-\u00eatre des agents en leur offrant et en favorisant un meilleur environnement de travail.<\/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_5eb7ce017bd33289bca461b363f016f5\"] {\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":40248,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"case-study-category":[710],"case-study-industry":[660],"class_list":["post-7293","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-suite-fr","case-study-industry-healthcare-medical-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - 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