{"id":7344,"date":"2024-12-20T22:14:43","date_gmt":"2024-12-20T22:14:43","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/groupe-des-services-dappui\/"},"modified":"2025-06-23T14:23:17","modified_gmt":"2025-06-23T14:23:17","slug":"groupe-des-services-dappui","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/groupe-des-services-dappui\/","title":{"rendered":"Le WFM en temps r\u00e9el et dans le nuage permet une croissance rapide au sein du groupe de services d&rsquo;assistance"},"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_fdd8ad6340f8b9c4a56efbc105998f8b\"\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\tLe WFM en temps r\u00e9el et dans le nuage permet une croissance rapide au sein du groupe de services d&#039;assistance\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-4 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li>5% Augmentation de la productivit\u00e9<\/li>\n<li><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Vue pr\u00e9cise et en temps r\u00e9el <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">des agents et de l&rsquo;activit\u00e9<\/span><\/li>\n<li><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Meilleur \u00e9quilibre entre vie professionnelle et vie priv\u00e9e <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">pour les employ\u00e9s<\/span><\/li>\n<\/ul>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary w-full body-small md:w-fit\"\n\t\t href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/CS_SupportServicesGroup_0121.pdf\" title=\"T\u00e9l\u00e9charger en PDF\" aria-label=\"T\u00e9l\u00e9charger en PDF\" 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\">T\u00e9l\u00e9charger en PDF<\/span>\n\t<\/a>\n\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\/fr\/reservez-une-demonstration\/\" 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\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1-2048x1366.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1-600x400.webp 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_fdd8ad6340f8b9c4a56efbc105998f8b\"] {\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_e479e1ad8775c3e5a5c9d27e6c397e1e\"\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\tObtenir la flexibilit\u00e9 n\u00e9cessaire pour alimenter un centre de contact complexe et de grande taille, ainsi que pour l&rsquo;expansion future de l&rsquo;entreprise\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>Support Services Group est une soci\u00e9t\u00e9 texane d&rsquo;externalisation des processus d&rsquo;affaires (BPO) qui propose une multitude de services &#8211; notamment l&rsquo;assistance technique, les services d&rsquo;assistance, le commerce \u00e9lectronique et les activit\u00e9s de retour, ainsi que l&rsquo;assistance commerciale B2B et B2C &#8211; dans plusieurs langues et canaux de communication \u00e0 des clients issus de secteurs aussi divers que la vente au d\u00e9tail, la restauration, l&rsquo;automobile et les services d&rsquo;utilit\u00e9 publique.<\/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_e479e1ad8775c3e5a5c9d27e6c397e1e\"] {\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_e479e1ad8775c3e5a5c9d27e6c397e1e\"] {\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_8d9ebe1b3ca6b92fa6c6505ce1a0eba7\"\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\tLe d\u00e9fi\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>Le groupe des services d&rsquo;assistance exploite un r\u00e9seau de cinq centres de contact aux \u00c9tats-Unis, au Canada et en Am\u00e9rique latine. Ses agents sont un m\u00e9lange talentueux de personnes polyvalentes qui servent tous les clients et tous les types de file d&rsquo;attente en anglais, en espagnol et en fran\u00e7ais, et qui s&rsquo;efforcent de fournir un service de premi\u00e8re classe \u00e0 chaque appel. Ces derni\u00e8res ann\u00e9es, le groupe Support Services a connu une p\u00e9riode d&rsquo;expansion rapide au cours de laquelle le nombre d&rsquo;agents op\u00e9rant dans ses centres de contact internationaux a doubl\u00e9, passant d&rsquo;environ 150 \u00e0 plus de 300. La plupart de ces agents travaillent \u00e0 temps plein et traitent un grand nombre d&rsquo;appels vocaux et d&rsquo;interactions par courrier \u00e9lectronique &#8211; en moyenne 5 000 \u00e0 8 000 en semaine, 5 000 le samedi et 3 000 le dimanche. La dur\u00e9e des appels peut varier consid\u00e9rablement &#8211; de 3 \u00e0 15 minutes par appel &#8211; en raison de la diversit\u00e9 de la client\u00e8le de l&rsquo;organisation. Lorsque leur plate-forme WFM existante, complexe, n&rsquo;a pas r\u00e9ussi \u00e0 prendre en charge les op\u00e9rations importantes et complexes du centre de contact de Support Services Group pendant cette p\u00e9riode de croissance rapide, les responsables du centre de contact ont su qu&rsquo;il \u00e9tait temps d&rsquo;op\u00e9rer un changement. Ils avaient besoin de trouver une nouvelle <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\" target=\"_blank\" rel=\"noopener\">plateforme bas\u00e9e sur le cloud<\/a> qui pourrait prendre en charge leur mod\u00e8le d&rsquo;entreprise unique &#8211; o\u00f9 les \u00e9quipes d&rsquo;agents partag\u00e9s utilisent leurs divers ensembles de comp\u00e9tences pour soutenir plusieurs programmes de clients &#8211; et aider \u00e0 stimuler l&rsquo;expansion future de l&rsquo;entreprise.<\/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\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-scaled.jpg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-2048x1365.jpg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/brooke-cagle-WHWYBmtn3_0-unsplash-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<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>Support Services Group a choisi la plateforme cloud Calabrio WFM en raison de son acc\u00e8s bas\u00e9 sur le web, de ses capacit\u00e9s avanc\u00e9es de reporting et de planification multi-comp\u00e9tences, ainsi que de sa facilit\u00e9 d&rsquo;utilisation, de sa simplicit\u00e9, de sa flexibilit\u00e9 et de son intuitivit\u00e9. Avec Calabrio, quatre experts de l&rsquo;\u00e9quipe virtuelle WFM de Support Services Group planifient d\u00e9sormais jusqu&rsquo;\u00e0 320 agents r\u00e9partis sur cinq sites et quatre fuseaux horaires diff\u00e9rents aux \u00c9tats-Unis et en R\u00e9publique dominicaine. Ils peuvent facilement cr\u00e9er 12 \u00e9quipes diff\u00e9rentes en fonction de la disponibilit\u00e9 des agents sur une p\u00e9riode de 12 heures, tout en incorporant un samedi ou un dimanche de cong\u00e9, et un jour de semaine flottant de cong\u00e9.<\/p>\n<p>Les agents peuvent acc\u00e9der \u00e0 Calabrio \u00e0 partir de leurs appareils mobiles pour obtenir des mises \u00e0 jour en temps r\u00e9el de leurs horaires, v\u00e9rifier leurs pauses et d\u00e9jeuners, demander des changements d&rsquo;\u00e9quipe et demander des cong\u00e9s.<\/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\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_8d9ebe1b3ca6b92fa6c6505ce1a0eba7\"] {\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_0aac3f49d497fb2abf73ad3c282d144c\"\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 managers et les superviseurs n&#039;ont qu&#039;\u00e0 cliquer sur un bouton pour acc\u00e9der \u00e0 toutes les informations dont ils ont besoin pour soutenir leurs clients et g\u00e9rer efficacement leurs \u00e9quipes. &#8230; [Calabrio WFM a] radicalement transform\u00e9 l&#039;\u00e9quilibre entre le travail et la vie priv\u00e9e et am\u00e9lior\u00e9 les op\u00e9rations quotidiennes pour tout le monde&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\/s2g_support_services_group_logo.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/s2g_support_services_group_logo.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/s2g_support_services_group_logo.jpg 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/s2g_support_services_group_logo-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\tKimberley MacKinnon\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\tVice-pr\u00e9sident de la gestion du personnel, Groupe des services de soutien\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_0aac3f49d497fb2abf73ad3c282d144c\"] {\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_d67c116233291bc3b0e3d78fd36314d9\"\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\tLe r\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 responsables du centre de contact attribuent \u00e0 Calabrio la transformation radicale des op\u00e9rations de leur centre de contact, l&rsquo;am\u00e9lioration de l&rsquo;\u00e9quilibre entre la vie professionnelle et la vie priv\u00e9e de leurs employ\u00e9s et l&rsquo;augmentation de la productivit\u00e9 de 5 % en un court laps de temps. L&rsquo;\u00e9quipe WFM de l&rsquo;entreprise peut d\u00e9sormais ajouter rapidement et efficacement de nouvelles comp\u00e9tences, de nouveaux agents et de nouveaux clients. Ils peuvent facilement partager des t\u00e2ches et des charges de travail entre eux, et faire passer des projets d&rsquo;un c\u00f4t\u00e9 \u00e0 l&rsquo;autre de mani\u00e8re transparente. De plus, ils peuvent examiner et approuver les demandes de cong\u00e9 infiniment plus rapidement qu&rsquo;ils ne le faisaient avec leur ancien processus externalis\u00e9. En outre, en reliant les modules Intraday Management et Real-Time Adherence de Calabrio au syst\u00e8me de distribution automatis\u00e9e des appels (ACD) de Support Services Group, les responsables disposent d\u00e9sormais d&rsquo;une vue pr\u00e9cise et en temps r\u00e9el des agents et de l&rsquo;activit\u00e9 globale du centre de contact. Gr\u00e2ce \u00e0 cette vision en temps r\u00e9el, ils peuvent suivre les calendriers par rapport aux pr\u00e9visions et proc\u00e9der \u00e0 des ajustements rapides et significatifs afin de respecter les accords de niveau de service (SLA) des clients. Le respect des horaires en temps r\u00e9el, rendu possible par Calabrio, am\u00e9liore \u00e9galement les niveaux de service et la satisfaction des clients du groupe Support Services.<\/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_d67c116233291bc3b0e3d78fd36314d9\"] {\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":33245,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[701],"case-study-industry":[],"class_list":["post-7344","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-wfm-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Le WFM en temps r\u00e9el et dans le nuage permet une croissance rapide du groupe de services d&#039;assistance - Calabrio<\/title>\n<meta name=\"description\" content=\"Vous \u00eates \u00e0 la recherche d&#039;une excellente solution &quot;cloud&quot; ? D\u00e9couvrez comment Support Services Group a utilis\u00e9 la solution de WFM en nuage de Calabrio pour permettre une croissance rapide au sein de son entreprise.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/fr\/case-study\/groupe-des-services-dappui\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le WFM en temps r\u00e9el et dans le nuage permet une croissance rapide au sein du groupe de services d&#039;assistance\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/case-study\/groupe-des-services-dappui\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-23T14:23:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/getty-images-UN870UFbkv8-unsplash-scaled-1.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/case-study\\\/groupe-des-services-dappui\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/case-study\\\/groupe-des-services-dappui\\\/\",\"name\":\"Le WFM en temps r\u00e9el et dans le nuage permet une croissance rapide du groupe de services d'assistance - Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/case-study\\\/groupe-des-services-dappui\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/case-study\\\/groupe-des-services-dappui\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2024\\\/12\\\/getty-images-UN870UFbkv8-unsplash-scaled-1.webp\",\"datePublished\":\"2024-12-20T22:14:43+00:00\",\"dateModified\":\"2025-06-23T14:23:17+00:00\",\"description\":\"Vous \u00eates \u00e0 la recherche d'une excellente solution \\\"cloud\\\" ? 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