{"id":17922,"date":"2025-01-09T11:14:51","date_gmt":"2025-01-09T11:14:51","guid":{"rendered":"https:\/\/www.calabrio.com\/definitive-guide\/coaching-en-matiere-de-performance-des-centres-de-contact\/"},"modified":"2025-04-30T12:54:12","modified_gmt":"2025-04-30T12:54:12","slug":"coaching-en-matiere-de-performance-des-centres-de-contact","status":"publish","type":"definitive-guide","link":"https:\/\/www.calabrio.com\/fr\/definitive-guide\/coaching-en-matiere-de-performance-des-centres-de-contact\/","title":{"rendered":"Guide complet sur le coaching des performances des centres de contact"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_cf02dc658640b8cbaaa5bed570e2aa11\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\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<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Guide complet sur le coaching des performances des centres de contact<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"description-form wysiwyg text-text-secondary-aa mb-c\/s\"><p>L&rsquo;un des plus grands d\u00e9fis pour les organisations modernes est de lib\u00e9rer le plein potentiel de leurs employ\u00e9s tout en alignant les objectifs de d\u00e9veloppement personnel sur les objectifs globaux de l&rsquo;entreprise. Le coaching de performance se pr\u00e9sente sous de nombreuses formes, mais les m\u00e9thodes utilis\u00e9es par les entreprises pour motiver leur personnel, communiquer les objectifs de l&rsquo;entreprise, mesurer et r\u00e9compenser les performances et planifier efficacement l&rsquo;am\u00e9lioration continue constituent toutes la base d&rsquo;un programme complet de coaching de performance.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_cf02dc658640b8cbaaa5bed570e2aa11\"] {\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\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fdefinitive-guide%2Fcoaching-en-matiere-de-performance-des-centres-de-contact%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fdefinitive-guide%2Fcoaching-en-matiere-de-performance-des-centres-de-contact%2F&#038;text=Guide complet sur le coaching des performances des centres de contact\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fdefinitive-guide%2Fcoaching-en-matiere-de-performance-des-centres-de-contact%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 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\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<section\n\tid=\"title-1\"\n\tdata-theme-block-id=\"block_354ad5b6d85cdaf6bee57f4a724af81d\"\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\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-medium text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tQu&rsquo;est-ce que le coaching de performance ?<br \/>\n\t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg 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>Gartner d\u00e9finit le coaching et la gestion de la performance comme la combinaison de m\u00e9thodologies et de mesures qui permettent aux utilisateurs de d\u00e9finir, de contr\u00f4ler et d&rsquo;optimiser les r\u00e9sultats n\u00e9cessaires pour atteindre les buts et les objectifs de l&rsquo;organisation.<br \/>\n<br \/>Le coaching de performance productif repose sur trois piliers cl\u00e9s, que nous pouvons tirer de la d\u00e9finition de Gartner ci-dessus : les connaissances, les conversations de qualit\u00e9 et la vision \u00e0 long terme. En utilisant des indicateurs cl\u00e9s, les managers peuvent mieux comprendre les besoins de leurs employ\u00e9s et avoir une conversation franche dans les deux sens, en encourageant un retour d&rsquo;information r\u00e9gulier, direct et positif sur les progr\u00e8s accomplis.<br \/>\n<br \/>Les organisations performantes s&rsquo;efforcent de cr\u00e9er un environnement dans lequel l&rsquo;individu assume la responsabilit\u00e9 de ses comp\u00e9tences, de ses comportements et de ses contributions. Un coaching efficace consiste \u00e0 introduire une culture dans laquelle tout le monde est gagnant, car l&rsquo;accent est mis sur l&rsquo;apprentissage partag\u00e9 et l&rsquo;am\u00e9lioration continue. C&rsquo;est bien plus que la fixation d&rsquo;objectifs trimestriels et les traditionnels entretiens annuels. Cela conduit au succ\u00e8s futur de l&#8217;employ\u00e9 et de l&rsquo;organisation.<\/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_354ad5b6d85cdaf6bee57f4a724af81d\"] {\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_354ad5b6d85cdaf6bee57f4a724af81d\"] {\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\tclass=\"flex flex-col lg:flex-row\"\n\tdata-theme-block-id=\"block_ca6249c9beec0701f0232c25db3f80a7\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div style=\"background-color: #768793\" class=\"flex lg:hidden justify-center items-center w-full\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full aspect-[131\/119] md:aspect-[744\/403] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350.jpg 697w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350-300x192.jpg 300w\" alt=\"\" ><\/div>\n\t<\/div>\n\n\t<div style=\"background-color: #768793\" class=\"hidden lg:flex justify-center items-center w-1\/2\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full h-full lg:aspect-[360\/211] xxl:ml-[60px] xxl:mr-[59px] xxl:aspect-[841\/422] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350.jpg 697w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hh-roi-gray-bg-1350-300x192.jpg 300w\" alt=\"\" ><\/div>\n\t<\/div>\n\t\n\t\n\t\t\t<div style=\"background-color: #768793\" class=\"flex flex-col w-full lg:w-1\/2 justify-center gap-c\/m p-l\/xl lg:p-l\/xxl\">\n\t\t\t\t\t\t\t<div class=\"flex flex-col gap-c\/m pb-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #FFFFFF\" class=\"heading-large break-words overflow-ellipsis line-clamp-3\">\n\t\t\t\t\t\t\tCALCULEZ VOS \u00c9CONOMIES ET STIMULEZ VOTRE MORAL GR\u00c2CE AU COACHING DE PERFORMANCE\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<span style=\"color: #ffffff\" class=\"wysiwyg\"><p>D\u00e9couvrez les \u00e9conomies d&rsquo;argent et de temps r\u00e9alis\u00e9es par votre entreprise gr\u00e2ce \u00e0 la calculatrice instantan\u00e9e de Calabrio.<\/p>\n<div class=\"clearboth\"><\/div>\n<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"flex flex-col py-c\/s items-start\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-tertiary btn-tertiary--left-align text-background-primary\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/calculateur-de-coaching-de-performance-2\/\" title=\"SE DIRIGER VERS LA CALCULATRICE\" aria-label=\"SE DIRIGER VERS LA CALCULATRICE\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  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\">SE DIRIGER VERS LA CALCULATRICE<\/span>\n\t<\/a>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_ca6249c9beec0701f0232c25db3f80a7\"] {\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<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h4 style=\"color: #080F21\">\n\t\t\t\tLe coaching de performance pour une nouvelle \u00e8re\t\t\t<\/h4>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Dans les centres de contact, l&rsquo;accompagnement des performances fait partie int\u00e9grante du processus, mais les responsables rencontrent encore des obstacles majeurs. Elles manquent souvent de temps pour analyser et utiliser des donn\u00e9es provenant de sources multiples et se heurtent \u00e0 des syst\u00e8mes informatiques encombrants ou \u00e0 un manque de formation du personnel pour tirer le meilleur parti des derni\u00e8res avanc\u00e9es technologiques (telles que l&rsquo;intelligence artificielle [AI] et l&rsquo;analytique).<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/info.calabrio.com\/resolve-contact-center-complexity-hybrid-wfm\/\">Alors que les attentes des clients continuent d&rsquo;augmenter et que le travail flexible est de plus en plus accept\u00e9<\/a>, les responsables des centres de contact doivent r\u00e9\u00e9valuer leurs processus d&rsquo;assurance qualit\u00e9 (AQ). Ils peuvent commencer par envisager des solutions de coaching des performances con\u00e7ues pour am\u00e9liorer l&rsquo;engagement du personnel et mesurer les performances de l&rsquo;ensemble de l&rsquo;\u00e9quipe.<\/p>\n<p>&nbsp;<\/p>\n<p>Ce guide montre comment \u00e9tablir de nouvelles normes en mati\u00e8re de coaching des performances des centres de contact. D\u00e9couvrez ce qui fait une bonne solution de coaching des performances et apprenez comment introduire un cycle complet de coaching et de gestion des performances qui stimule l&rsquo;am\u00e9lioration des agents, garantit des niveaux de service coh\u00e9rents et offre des exp\u00e9riences client exceptionnelles.<\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"title-3\"\n\tdata-theme-block-id=\"block_028851d6dd7908deebeb5df19bb7034c\"\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\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\tRe-energize Performance Coaching\t\t<\/h2 >\n\t\t\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_028851d6dd7908deebeb5df19bb7034c\"] {\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_028851d6dd7908deebeb5df19bb7034c\"] {\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<div\n\tclass=\"icon-card-grid container\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t<div\n\t\tdata-theme-block-id=\"block_7c5b00a88bae2a111b83fc2c210119a3\"\n\t\tclass=\"icon-wrapper grid grid-cols-1 gap-c\/m lg:gap-l\/xs md:grid-cols-2 lg:grid-cols-3 py-c\/xxl\">\n\t\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-forecast-400x300-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-forecast-400x300-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-forecast-400x300-1.webp\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\t\u00c9laborer des indicateurs de performance cl\u00e9s (KPI) pertinents\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<p>qui s&rsquo;alignent \u00e9troitement sur les objectifs de l&rsquo;entreprise. Les syst\u00e8mes modernes de coaching de la performance fournissent aux superviseurs et aux managers des indicateurs cl\u00e9s de performance (KPI) pr\u00e9d\u00e9finis et hautement personnalisables, ce qui leur permet de mesurer r\u00e9ellement la performance des agents et du centre de contact par rapport aux objectifs de l&rsquo;entreprise.<\/p>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-software-kit.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-software-kit.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-software-kit.webp\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tTirez le meilleur parti de tableaux de bord intuitifs et personnalis\u00e9s\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<p>Conna\u00eetre la situation actuelle est la premi\u00e8re \u00e9tape pour apporter des changements significatifs et des am\u00e9liorations tangibles. Des tableaux de bord personnalis\u00e9s permettent aux responsables de visualiser la gestion des dossiers, l&rsquo;assiduit\u00e9, les horaires, les scores de qualit\u00e9, le NPS et les comp\u00e9tences, le tout en un seul endroit, ce qui permet d&rsquo;obtenir des informations pr\u00e9cieuses sur les facteurs qui d\u00e9terminent les indicateurs cl\u00e9s de performance. Tirez le meilleur parti de ces tableaux de bord pour examiner rapidement les indicateurs de performance cl\u00e9s les plus importants et personnalisez-les en quelques clics.<\/p>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-mytime-400x300-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-mytime-400x300-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-mytime-400x300-1.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tN&#039;oubliez pas la gamification.  \t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<p>Ajoutez un peu d&rsquo;esprit de comp\u00e9tition \u00e0 votre personnel. Des techniques de gamification robustes et faciles \u00e0 utiliser inspirent une concurrence saine, tandis que des analyses comparatives simples permettent aux agents de voir o\u00f9 ils se situent, ce qui les incite \u00e0 s&rsquo;am\u00e9liorer.<\/p>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-cc-connector.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-cc-connector.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/cala_icons-cc-connector.webp\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tLaissez les donn\u00e9es guider l&#039;instruction.  \t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<p>Utilisez l&rsquo;analyse int\u00e9gr\u00e9e pour r\u00e9aliser des \u00e9valuations pr\u00e9dictives et \u00e9valuer 100 % des interactions avec les clients. Cela permet d&rsquo;obtenir une vision plus pr\u00e9cise et plus d\u00e9taill\u00e9e des performances des agents, afin de favoriser un coaching, un d\u00e9veloppement personnel et une formation plus intelligents et mieux adapt\u00e9s.<\/p>\n\t<\/div>\n\t<\/div>\n\t<\/div>\n<\/div>\n\n\t<style>\n\t[data-theme-block-id=\"block_7c5b00a88bae2a111b83fc2c210119a3\"] {\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\tclass=\"p-l\/xs\"\n\tstyle=\"background-color: #D2F3FA;\"\n\tdata-theme-block-id=\"block_d04fbeab2bb0c658b4b1b3b6a47e8e78\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t<h2 class=\"heading-xs pb-c\/l\" style=\"color: #080F21;\">\n\t\t\t6 incontournables\t\t<\/h2>\n\t\n\t\t\t<div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex items-center py-c\/m gap-c\/s border-b-thin border-solid border-stroke-secondary\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"subhead-medium text-center w-12 h-12 flex items-center justify-center\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t1\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=\"wysiwyg break-words\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t<p><strong>Des solutions optimis\u00e9es en termes de donn\u00e9es<\/strong> qui offrent une image compl\u00e8te du coaching de performance. Les options les plus efficaces rassemblent sans effort des informations sur 100 % des interactions avec les clients et les agents dans une vue unifi\u00e9e &#8211; depuis les transcriptions, les analyses de sentiments, les informations de contact et les enregistrements d&rsquo;\u00e9cran jusqu&rsquo;aux formulaires d&rsquo;\u00e9valuation eux-m\u00eames. La technologie int\u00e9gr\u00e9e relie de<strong> mani\u00e8re transparente <\/strong>les flux de donn\u00e9es cl\u00e9s de l&rsquo;ensemble de l&rsquo;organisation &#8211; y compris CRM, ERP, HR &#8211; pour produire des KPI et des rapports multidimensionnels.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex items-center py-c\/m gap-c\/s border-b-thin border-solid border-stroke-secondary\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"subhead-medium text-center w-12 h-12 flex items-center justify-center\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t2\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=\"wysiwyg break-words\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t<p>Les <strong>fonctionnalit\u00e9s omnicanales,<\/strong> y compris l&rsquo;analyse des textes et de la synth\u00e8se vocale, regroupent le t\u00e9l\u00e9phone, l&rsquo;e-mail, le texte, le chat et les m\u00e9dias sociaux en une vue unique des interactions avec les clients, afin d&rsquo;am\u00e9liorer les performances des agents.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex items-center py-c\/m gap-c\/s border-b-thin border-solid border-stroke-secondary\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"subhead-medium text-center w-12 h-12 flex items-center justify-center\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t3\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=\"wysiwyg break-words\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t<p>La <strong>veille strat\u00e9gique \u00e0 l&rsquo;\u00e9chelle de l&rsquo;organisation<\/strong>, qui regroupe, organise et analyse les donn\u00e9es provenant de n&rsquo;importe quelle source de l&rsquo;organisation, peut contribuer \u00e0 cr\u00e9er un tableau de bord complet et \u00e9quilibr\u00e9 des performances.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex items-center py-c\/m gap-c\/s border-b-thin border-solid border-stroke-secondary\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"subhead-medium text-center w-12 h-12 flex items-center justify-center\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t4\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=\"wysiwyg break-words\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t<p>Les <strong>informations en temps r\u00e9el<\/strong>, aliment\u00e9es par des solutions analytiques int\u00e9gr\u00e9es, fournissent des indicateurs cl\u00e9s de performance et des informations pertinentes en temps r\u00e9el, au lieu de calculs statiques avec un d\u00e9calage d&rsquo;un jour.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex items-center py-c\/m gap-c\/s border-b-thin border-solid border-stroke-secondary\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"subhead-medium text-center w-12 h-12 flex items-center justify-center\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t5\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=\"wysiwyg break-words\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t<p>Des <strong>tableaux de bord personnalisables<\/strong> donnent aux agents, aux superviseurs et aux gestionnaires une vue compl\u00e8te des informations les plus pertinentes pour leur travail, y compris la gamification et les tableaux de classement.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex items-center py-c\/m gap-c\/s \" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"subhead-medium text-center w-12 h-12 flex items-center justify-center\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t6\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=\"wysiwyg break-words\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\t<p><strong>Des rapports et des visualisations cl<\/strong>airs, r\u00e9dig\u00e9s dans un langage simple, facilitent la compr\u00e9hension des indicateurs cl\u00e9s de performance et des rapports par tous.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_d04fbeab2bb0c658b4b1b3b6a47e8e78\"] {\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<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h4 style=\"color: #080F21\">\n\t\t\t\tTravaillez avec un partenaire et non avec un fournisseur\t\t\t<\/h4>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Les vendeurs vendent. Soutien des partenaires. La diff\u00e9rence ne r\u00e9side pas seulement dans le service, mais dans toute l&rsquo;approche du service. Un v\u00e9ritable partenaire s&rsquo;aligne sur la r\u00e9ussite du client en lui fournissant des conseils d&rsquo;experts, des consultations et des services professionnels sans que le prix ne soit \u00e9lev\u00e9.<\/p>\n<p>&nbsp;<\/p>\n<p>Investir dans un partenaire \u00ab\u00a0cloud-first\u00a0\u00bb qui offre la flexibilit\u00e9 \u00e0 distance, l&rsquo;\u00e9volutivit\u00e9, l&rsquo;innovation accrue et un cycle continu de nouvelles fonctionnalit\u00e9s peut permettre \u00e0 une organisation de collaborer et de promouvoir le d\u00e9veloppement productif des employ\u00e9s. Voici les facteurs \u00e0 prendre en compte lors de l&rsquo;\u00e9valuation d&rsquo;un partenaire de solution :<\/p>\n<ul>\n<li>Disposent-ils d&rsquo;un portail en ligne d\u00e9di\u00e9 \u00e0 la communaut\u00e9 des utilisateurs, permettant aux clients de soumettre des id\u00e9es, de voter et de discuter des priorit\u00e9s de d\u00e9veloppement ?<\/li>\n<li>Proposent-ils des applications gratuites aux clients confront\u00e9s \u00e0 des besoins imm\u00e9diats, tels que le passage soudain \u00e0 des besoins \u00e0 distance ?<\/li>\n<li>Fournissent-ils des conseils pratiques sur la s\u00e9curit\u00e9 pour les agents \u00e0 domicile et d&rsquo;autres guides en ligne ?<\/li>\n<\/ul>\n<p>Les meilleurs partenaires maintiennent l&rsquo;\u00e9lan m\u00eame lorsque les \u00e9v\u00e9nements traditionnels de mise en r\u00e9seau tels que les conf\u00e9rences de clients ne sont plus qu&rsquo;un lointain souvenir. Ils continuent d&rsquo;engager et de motiver leurs clients, o\u00f9 qu&rsquo;ils se trouvent.<\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"title-5\"\n\tdata-theme-block-id=\"block_b945468b8bd03ee2252d77ffac3f6dd6\"\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\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-medium text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tListe de contr\u00f4le en 10 points pour la mise en \u0153uvre du coaching de performance\t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg--small 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<div><span lang=\"EN-US\">Avant de commencer, plongez-vous dans les d\u00e9tails et posez-vous les questions suivantes :<\/span><\/div>\n<div class=\"clearboth\"><\/div>\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_b945468b8bd03ee2252d77ffac3f6dd6\"] {\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_b945468b8bd03ee2252d77ffac3f6dd6\"] {\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=\"section-faq relative\"\n\t\tstyle=\"\"\n\t\tid=\"\"\n\t\tdata-theme-block-id=\"block_285c2e82d99f5e1afeb389c3061d9a5f\"\n\t\tdata-aos=\"fade-up\">\n\t\t<div class=\"container pb-l\/xxl\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:flex-row gap-0 lg:gap-c\/xl lg:py-l\/xs border-t border-stroke-tertiary\">\n\t\t\t\t\t<section\n\t\tclass=\"accordions w-full\"\n\t\tdata-module=\"accordions\"\n\t\tdata-multi-collapse=\"false\"\n\t>\n\t\t<div class=\"flex flex-col lg:grid lg:grid-cols-2 lg:gap-x-c\/xl faq-block\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-0\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"0\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-0\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-0\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tExiste-t-il une structure de base pour le coaching ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-0\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-0\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410657154\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1639387285211\">\n<div id=\"text-block-677ed74fcd4fd\" class=\"mk-text-block jupiter-donut- \">\n<p>Vous ne voulez pas adapter une solution de coaching de performance apr\u00e8s l&rsquo;avoir mise en \u0153uvre. Tout d&rsquo;abord, cr\u00e9ez une structure pour la formation des centres de contact &#8211; \u00e0 la fois initiale et continue &#8211; afin de trouver la bonne solution. Quels types d&rsquo;indicateurs utiliserez-vous pour suivre les progr\u00e8s des agents et \u00e9valuer les principaux facteurs de satisfaction des clients et des entreprises afin de cr\u00e9er des tableaux de bord de la qualit\u00e9 ? Ensuite, r\u00e9fl\u00e9chissez aux types de techniques de formation\/apprentissage en ligne dont vous avez besoin pour obtenir des r\u00e9sultats positifs pour l&rsquo;entreprise et les clients.<\/p>\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410668252\">\n<div class=\"wpb_wrapper\">\n<div class=\"mk-image mk-image-677ed74fcd78f jupiter-donut- align-center simple-frame inside-image \">\n<div class=\"mk-image-container\">\n<div class=\"mk-image-holder\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-1\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"1\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-1\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-1\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tEst-il facile de hi\u00e9rarchiser et de filtrer les interactions pour le suivi des appels ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-1\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-1\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<p>\u00c9vitez une approche al\u00e9atoire. Essayez de filtrer les contacts en fonction du type de ticket, du statut et de la date de cl\u00f4ture afin d&rsquo;\u00e9valuer les appels avec les informations les plus utiles.<\/p>\n<p>&nbsp;<\/p>\n<p>Par exemple, en filtrant les appels en fonction du temps de traitement le plus long, vous pouvez \u00eatre en mesure de rep\u00e9rer les processus d\u00e9faillants, les lacunes en mati\u00e8re de connaissances et les priorit\u00e9s en mati\u00e8re de formation. Veillez \u00e9galement \u00e0 doter votre solution de coaching de performance d&rsquo;une fonction de filtrage afin de suivre les param\u00e8tres sp\u00e9cifiques que vous souhaitez cibler.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-2\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"2\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-2\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-2\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tLa technologie garantit-elle des normes d&#039;\u00e9valuation coh\u00e9rentes ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-2\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-2\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410758224\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1639387323209\">\n<div id=\"text-block-677ed74fddac7\" class=\"mk-text-block jupiter-donut- \">\n<p>Il peut \u00eatre difficile de garantir des \u00e9valuations coh\u00e9rentes et \u00e9quitables, en particulier dans les grands centres de contact o\u00f9 plusieurs personnes analysent les appels. Les meilleures solutions de coaching de la performance comprennent une fonction d&rsquo;\u00e9talonnage qui facilite la comparaison des r\u00e9ponses des analystes.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-3\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"3\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-3\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-3\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tLa technologie permet-elle aux agents de s&#039;exprimer sur la mani\u00e8re dont leurs performances sont \u00e9valu\u00e9es ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-3\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-3\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"wpb_row vc_inner vc_row vc_row-fluid jupiter-donut- red-border-boxes twocolspace attched-false \">\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410766339\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1637751004929\">\n<div id=\"text-block-677ed74fe4e72\" class=\"mk-text-block jupiter-donut- \">\n<p>Il arrive que des agents ne soient pas d&rsquo;accord avec une note de qualit\u00e9, et le fait d&rsquo;accepter aveugl\u00e9ment cette note n\u00e9gative sans la contester peut susciter du ressentiment. Offrir la possibilit\u00e9 de contester par un simple clic sur un bouton permet au personnel de premi\u00e8re ligne d&rsquo;exprimer son propre point de vue sur les scores de performance, tout en aidant \u00e0 d\u00e9finir de meilleures attentes et en d\u00e9couvrant de nouvelles opportunit\u00e9s de coaching.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"wpb_row vc_inner vc_row vc_row-fluid jupiter-donut- red-border-boxes twocolspace attched-false \">\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410772861\">\n<div class=\"wpb_wrapper\">\n<div class=\"mk-image mk-image-677ed74fe521d jupiter-donut- align-center simple-frame inside-image \">\n<div class=\"mk-image-container\">\n<div class=\"mk-image-holder\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-4\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"4\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-4\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-4\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tEst-il facile de charger diff\u00e9rents supports de formation sur une m\u00eame solution ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-4\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-4\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410772861\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1639387402870\">\n<div id=\"text-block-677ed74fed076\" class=\"mk-text-block jupiter-donut- \">\n<p>Un bon syst\u00e8me de coaching des performances permet aux managers de cr\u00e9er des modules de formation proactifs d\u00e9velopp\u00e9s pour mobiliser tous les ensembles de comp\u00e9tences. Essayez d&rsquo;inclure des vid\u00e9os, des quiz et des tableaux de classement et assurez-vous que la solution de coaching des performances peut s&rsquo;adapter \u00e0 une vari\u00e9t\u00e9 de mat\u00e9riels et de techniques de formation.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-5\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"5\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-5\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-5\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tExiste-t-il une fonctionnalit\u00e9 de r\u00e9compense et de reconnaissance ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-5\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-5\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"wpb_row vc_inner vc_row vc_row-fluid jupiter-donut- red-border-boxes twocolspace attched-false \">\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410779346\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1635409665918\">\n<div id=\"text-block-677ed7500217a\" class=\"mk-text-block jupiter-donut- \">\n<p>Lorsqu&rsquo;elle est bien men\u00e9e, la gamification change v\u00e9ritablement la donne en mati\u00e8re d&rsquo;engagement, de motivation et de formation du personnel. Mieux encore, lorsqu&rsquo;elle est associ\u00e9e \u00e0 des incitations provenant d&rsquo;une boutique en ligne, une solution gamifi\u00e9e permet aux agents d&rsquo;\u00e9changer les points qu&rsquo;ils gagnent contre des \u00e9quipements d&rsquo;entreprise, des dons ou d&rsquo;autres avantages.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-6\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"6\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-6\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-6\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tPouvez-vous d\u00e9clencher des alertes dans le syst\u00e8me ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-6\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-6\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410950820\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1635409936415\">\n<div id=\"text-block-677ed75009aca\" class=\"mk-text-block jupiter-donut- \">\n<p>Introduisez des alertes pour envoyer proactivement aux agents un retour d&rsquo;information et mieux les impliquer dans leurs performances. Gr\u00e2ce \u00e0 ces alertes, les dirigeants peuvent \u00e9galement \u00eatre inform\u00e9s des probl\u00e8mes de r\u00e9glementation, de conformit\u00e9 et d&rsquo;adh\u00e9sion, ce qui leur permet de mieux g\u00e9rer leurs \u00e9quipes et de pr\u00e9server leurs performances.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410959047\">\n<div class=\"wpb_wrapper\">\n<div class=\"mk-image mk-image-677ed75009d60 jupiter-donut- align-center simple-frame inside-image \">\n<div class=\"mk-image-container\">\n<div class=\"mk-image-holder\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-7\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"7\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-7\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-7\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tAvez-vous une strat\u00e9gie d&#039;int\u00e9gration claire ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-7\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-7\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"wpb_row vc_inner vc_row vc_row-fluid jupiter-donut- red-border-boxes twocolspace attched-false \">\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410959047\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1639388740146\">\n<div id=\"text-block-677ed750127b0\" class=\"mk-text-block jupiter-donut- \">\n<p>Les centres de contact g\u00e9n\u00e8rent g\u00e9n\u00e9ralement des donn\u00e9es de performance dans plusieurs syst\u00e8mes diff\u00e9rents. Cependant, la collecte et l&rsquo;analyse manuelle de toutes ces donn\u00e9es prennent du temps et sont inefficaces. R\u00e9fl\u00e9chissez \u00e0 la mani\u00e8re dont une solution de coaching des performances pourrait s&rsquo;int\u00e9grer \u00e0 la technologie de votre centre de contact existant.<\/p>\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"wpb_row vc_inner vc_row vc_row-fluid jupiter-donut- red-border-boxes twocolspace attched-false \">\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410965079\">\n<div class=\"wpb_wrapper\">\n<div class=\"mk-image mk-image-677ed75012ba6 jupiter-donut- align-center simple-frame inside-image \">\n<div class=\"mk-image-container\">\n<div class=\"mk-image-holder\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-8\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"8\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-8\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-8\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tLe syst\u00e8me couvrira-t-il tous les canaux ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-8\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-8\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410965079\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1639387360191\">\n<div id=\"text-block-677ed75019ea8\" class=\"mk-text-block jupiter-donut- \">\n<p>La cl\u00e9 d&rsquo;une bonne performance dans un canal est diff\u00e9rente de celle d&rsquo;un autre. Une solution id\u00e9ale de coaching des performances donne aux centres de contact la possibilit\u00e9 d&rsquo;obtenir des scores diff\u00e9rents pour chaque canal, une solution qui rassemble le t\u00e9l\u00e9phone, l&rsquo;e-mail, le texte, le chat et les m\u00e9dias sociaux en une seule vue des interactions avec les clients. En ayant un seul point de vue, les agents n&rsquo;ont pas besoin de passer d&rsquo;un \u00e9cran \u00e0 l&rsquo;autre, ce qui augmente leurs performances globales.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\tclass=\"group py-c\/m md:py-c\/l border-b border-stroke-tertiary has-[.active]:border-stroke-tertiary \"\n\t\t\t>\n\t\t\t\t<h2 class=\"body-large md:subhead-medium !font-medium content-side-left\">\n\t\t\t\t<button\n\t\t\t\t\ttype=\"button\"\n\t\t\t\t\tid=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-9\"\n\t\t\t\t\tclass=\"accordion-button flex items-center justify-between w-full\"\n\t\t\t\t\tdata-toggle=\"collapse\"\n\t\t\t\t\tdata-index=\"9\"\n\t\t\t\t\tdata-target=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-9\"\n\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\taria-controls=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-9\"\n\t\t\t\t\tdata-accordion-heading=\"\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<span class=\"accordion-heading mr-c\/m text-left font-medium leading-[1.25]\">\n\t\t\t\t\t\tAvez-vous un plan pour impliquer pleinement votre \u00e9quipe dans la technologie ?\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:hidden accordion-icon transition-transform duration-1000 ease-in-out transform group-[.active]:hidden rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M9.5 4.39453V14.8945M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"md:!hidden accordion-icon transition-transform duration-1000 ease-in-out transform hidden group-[.active]:block rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Instance\">\n<path id=\"Icon\" d=\"M4.25 9.64453H14.75\" stroke=\"#080F21\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/g>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span\n\t\t\t\t\t\tclass=\"hidden md:block accordion-icon group-[.active]:bg-background-accent group-[.active]:rotate-90 transition-transform duration-300 transform rounded-full bg-background-secondary p-c\/xs\"\n\t\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<svg width=\"17\" height=\"17\" viewBox=\"0 0 17 17\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M3.83398 8.17008H13.1673M13.1673 8.17008L8.50065 3.50342M13.1673 8.17008L8.50065 12.8368\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n<\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/button>\n\t\t\t<\/h2>\n\t\t\t<div\n\t\t\t\tid=\"content-block_285c2e82d99f5e1afeb389c3061d9a5f-9\"\n\t\t\t\tclass=\"max-h-0 overflow-hidden transition-all duration-300 ease-in-out group-[.active]:mt-c\/s group-[.active]:mb-c\/m md:mb-0 lint-ignore body-small\"\n\t\t\t\trole=\"region\"\n\t\t\t\tdata-accordion-content\n\t\t\t\taria-labelledby=\"heading-block_285c2e82d99f5e1afeb389c3061d9a5f-9\"\n\t\t\t>\n\t\t\t\t<div\n\t\t\t\t\tclass=\"block w-full wysiwyg--small text-text-primary-aaa\"\n\t\t\t\t\tstyle=\"\"\n\t\t\t\t>\n\t\t\t\t\t<section id=\"checklist\" class=\"vc_section vc_custom_1635419622961\" data-vc-full-width=\"true\" data-vc-full-width-init=\"true\">\n<div class=\"wpb_row vc_row vc_row-fluid jupiter-donut- mk-fullwidth-false attched-false js-master-row mk-grid mk-in-viewport\" data-mk-stretch-content=\"true\">\n<div class=\"vc_col-sm-12 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<div class=\"wpb_row vc_inner vc_row vc_row-fluid jupiter-donut- red-border-boxes twocolspace attched-false \">\n<div class=\"red-border-box red-border-box-high wpb_column vc_column_container vc_col-sm-6 vc_col-has-fill\">\n<div class=\"vc_column-inner vc_custom_1635410972365\">\n<div class=\"wpb_wrapper\">\n<div class=\" vc_custom_1635409991688\">\n<div id=\"text-block-677ed75021f79\" class=\"mk-text-block jupiter-donut- \">\n<p>Avant de mettre en \u0153uvre une nouvelle solution au sein du centre de contact, faites en sorte que les agents s&rsquo;investissent dans la r\u00e9ussite de la nouvelle technologie. Il est essentiel que votre \u00e9quipe comprenne comment la technologie profitera \u00e0 l&rsquo;organisation et, bien s\u00fbr, \u00e0 elle-m\u00eame. Le fait de proc\u00e9der ainsi au pr\u00e9alable cr\u00e9e de la positivit\u00e9 autour de nombreuses fonctionnalit\u00e9s de la solution, en particulier celles qui sont cr\u00e9\u00e9es pour am\u00e9liorer la culture d&rsquo;entreprise au sein du centre de contact.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t<\/section>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<div class=\"hidden lg:block absolute bottom-0 right-[60px]\" aria-hidden=\"true\">\n\t\t\t<svg width=\"85\" height=\"124\" viewBox=\"0 0 85 124\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<rect width=\"24\" height=\"159\" rx=\"2.30362\" transform=\"matrix(1 0 0 -1 0.5 216)\" fill=\"#8DDAEB\"\/>\n<rect x=\"60.5\" width=\"24\" height=\"171\" rx=\"2.30362\" fill=\"#C4CDE3\"\/>\n<\/svg>\n\t\t<\/div>\n\t<\/section>\n\t\t<style>\n\t[data-theme-block-id=\"block_285c2e82d99f5e1afeb389c3061d9a5f\"] {\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<script type=\"application\/ld+json\" nowprocket>\n\t\t\t{\n    \"@context\": \"https:\/\/schema.org\",\n    \"@type\": \"FAQPage\",\n    \"mainEntity\": [\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Existe-t-il une structure de base pour le coaching ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Vous ne voulez pas adapter une solution de coaching de performance apr\u00e8s l&rsquo;avoir mise en \u0153uvre. Tout d&rsquo;abord, cr\u00e9ez une structure pour la formation des centres de contact &#8211; \u00e0 la fois initiale et continue &#8211; afin de trouver la bonne solution. Quels types d&rsquo;indicateurs utiliserez-vous pour suivre les progr\u00e8s des agents et \u00e9valuer les principaux facteurs de satisfaction des clients et des entreprises afin de cr\u00e9er des tableaux de bord de la qualit\u00e9 ? Ensuite, r\u00e9fl\u00e9chissez aux types de techniques de formation\/apprentissage en ligne dont vous avez besoin pour obtenir des r\u00e9sultats positifs pour l&rsquo;entreprise et les clients.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Est-il facile de hi\u00e9rarchiser et de filtrer les interactions pour le suivi des appels ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"\u00c9vitez une approche al\u00e9atoire. Essayez de filtrer les contacts en fonction du type de ticket, du statut et de la date de cl\u00f4ture afin d&rsquo;\u00e9valuer les appels avec les informations les plus utiles.\\n&nbsp;\\nPar exemple, en filtrant les appels en fonction du temps de traitement le plus long, vous pouvez \u00eatre en mesure de rep\u00e9rer les processus d\u00e9faillants, les lacunes en mati\u00e8re de connaissances et les priorit\u00e9s en mati\u00e8re de formation. Veillez \u00e9galement \u00e0 doter votre solution de coaching de performance d&rsquo;une fonction de filtrage afin de suivre les param\u00e8tres sp\u00e9cifiques que vous souhaitez cibler.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"La technologie garantit-elle des normes d'\u00e9valuation coh\u00e9rentes ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Il peut \u00eatre difficile de garantir des \u00e9valuations coh\u00e9rentes et \u00e9quitables, en particulier dans les grands centres de contact o\u00f9 plusieurs personnes analysent les appels. Les meilleures solutions de coaching de la performance comprennent une fonction d&rsquo;\u00e9talonnage qui facilite la comparaison des r\u00e9ponses des analystes.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"La technologie permet-elle aux agents de s'exprimer sur la mani\u00e8re dont leurs performances sont \u00e9valu\u00e9es ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Il arrive que des agents ne soient pas d&rsquo;accord avec une note de qualit\u00e9, et le fait d&rsquo;accepter aveugl\u00e9ment cette note n\u00e9gative sans la contester peut susciter du ressentiment. Offrir la possibilit\u00e9 de contester par un simple clic sur un bouton permet au personnel de premi\u00e8re ligne d&rsquo;exprimer son propre point de vue sur les scores de performance, tout en aidant \u00e0 d\u00e9finir de meilleures attentes et en d\u00e9couvrant de nouvelles opportunit\u00e9s de coaching.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Est-il facile de charger diff\u00e9rents supports de formation sur une m\u00eame solution ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Un bon syst\u00e8me de coaching des performances permet aux managers de cr\u00e9er des modules de formation proactifs d\u00e9velopp\u00e9s pour mobiliser tous les ensembles de comp\u00e9tences. Essayez d&rsquo;inclure des vid\u00e9os, des quiz et des tableaux de classement et assurez-vous que la solution de coaching des performances peut s&rsquo;adapter \u00e0 une vari\u00e9t\u00e9 de mat\u00e9riels et de techniques de formation.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Existe-t-il une fonctionnalit\u00e9 de r\u00e9compense et de reconnaissance ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Lorsqu&rsquo;elle est bien men\u00e9e, la gamification change v\u00e9ritablement la donne en mati\u00e8re d&rsquo;engagement, de motivation et de formation du personnel. Mieux encore, lorsqu&rsquo;elle est associ\u00e9e \u00e0 des incitations provenant d&rsquo;une boutique en ligne, une solution gamifi\u00e9e permet aux agents d&rsquo;\u00e9changer les points qu&rsquo;ils gagnent contre des \u00e9quipements d&rsquo;entreprise, des dons ou d&rsquo;autres avantages.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Pouvez-vous d\u00e9clencher des alertes dans le syst\u00e8me ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Introduisez des alertes pour envoyer proactivement aux agents un retour d&rsquo;information et mieux les impliquer dans leurs performances. Gr\u00e2ce \u00e0 ces alertes, les dirigeants peuvent \u00e9galement \u00eatre inform\u00e9s des probl\u00e8mes de r\u00e9glementation, de conformit\u00e9 et d&rsquo;adh\u00e9sion, ce qui leur permet de mieux g\u00e9rer leurs \u00e9quipes et de pr\u00e9server leurs performances.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Avez-vous une strat\u00e9gie d'int\u00e9gration claire ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Les centres de contact g\u00e9n\u00e8rent g\u00e9n\u00e9ralement des donn\u00e9es de performance dans plusieurs syst\u00e8mes diff\u00e9rents. Cependant, la collecte et l&rsquo;analyse manuelle de toutes ces donn\u00e9es prennent du temps et sont inefficaces. R\u00e9fl\u00e9chissez \u00e0 la mani\u00e8re dont une solution de coaching des performances pourrait s&rsquo;int\u00e9grer \u00e0 la technologie de votre centre de contact existant.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Le syst\u00e8me couvrira-t-il tous les canaux ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"La cl\u00e9 d&rsquo;une bonne performance dans un canal est diff\u00e9rente de celle d&rsquo;un autre. Une solution id\u00e9ale de coaching des performances donne aux centres de contact la possibilit\u00e9 d&rsquo;obtenir des scores diff\u00e9rents pour chaque canal, une solution qui rassemble le t\u00e9l\u00e9phone, l&rsquo;e-mail, le texte, le chat et les m\u00e9dias sociaux en une seule vue des interactions avec les clients. En ayant un seul point de vue, les agents n&rsquo;ont pas besoin de passer d&rsquo;un \u00e9cran \u00e0 l&rsquo;autre, ce qui augmente leurs performances globales.\"\n            }\n        },\n        {\n            \"@type\": \"Question\",\n            \"name\": \"Avez-vous un plan pour impliquer pleinement votre \u00e9quipe dans la technologie ?\",\n            \"acceptedAnswer\": {\n                \"@type\": \"Answer\",\n                \"text\": \"Avant de mettre en \u0153uvre une nouvelle solution au sein du centre de contact, faites en sorte que les agents s&rsquo;investissent dans la r\u00e9ussite de la nouvelle technologie. Il est essentiel que votre \u00e9quipe comprenne comment la technologie profitera \u00e0 l&rsquo;organisation et, bien s\u00fbr, \u00e0 elle-m\u00eame. Le fait de proc\u00e9der ainsi au pr\u00e9alable cr\u00e9e de la positivit\u00e9 autour de nombreuses fonctionnalit\u00e9s de la solution, en particulier celles qui sont cr\u00e9\u00e9es pour am\u00e9liorer la culture d&rsquo;entreprise au sein du centre de contact.\"\n            }\n        }\n    ]\n}\t\t<\/script>\n\n\t<section\n\tclass=\"savings-statistics-block py-l\/m overflow-hidden\"\n\tdata-theme-block-id=\"block_c0ae9e04d30bc27e93a92fa56e614897\"\n\tdata-aos=\"fade-up\"\n\t>\n\t<div class=\"container\">\n\t\t<div class=\"max-w-[996px] mx-auto\">\n\t\t\t\t\t<h2 class=\"mb-c\/m heading-small text-text-primary-aaa\">Pr\u00e9sentation de Calabrio ONE<\/h2>\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-primary-aaa\">\n\t\t\t<p>Calabrio ONE permet une approche intelligente et analytique des cycles de coaching de la performance de l&rsquo;entreprise. Calabrio Performance Coaching, disponible \u00e0 partir de janvier 2022, fait partie de Calabrio ONE &#8211; la suite tout-en-un Workforce Engagement Management (WEM) qui r\u00e9volutionne la fa\u00e7on dont les entreprises engagent leurs employ\u00e9s ainsi que leurs clients. Calabrio ONE combine l&rsquo;enregistrement des appels, la gestion de la qualit\u00e9, la gestion des effectifs, l&rsquo;analyse multicanal de la voix du client et la gestion des donn\u00e9es sur une plateforme unique et int\u00e9gr\u00e9e :<\/p>\n<div class=\"clearboth\"><\/div>\n<div class=\"wpb_single_image wpb_content_element vc_align_center wpb_content_element\">\n<figure class=\"wpb_wrapper vc_figure\"><\/figure>\n<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<div class=\"my-l\/m\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tw-full aspect-[996\/522] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/screenshot-wfm2-opt-600x350-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/screenshot-wfm2-opt-600x350-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/screenshot-wfm2-opt-600x350-1.webp 600w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/screenshot-wfm2-opt-600x350-1-300x175.webp 300w\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t<\/div>\n\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_c0ae9e04d30bc27e93a92fa56e614897\"] {\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<div\n\tclass=\"icon-card-grid container\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t<div\n\t\tdata-theme-block-id=\"block_b30e0bdd9428421fd9d60dc7b4881cf2\"\n\t\tclass=\"icon-wrapper grid grid-cols-1 gap-c\/m lg:gap-l\/xs md:grid-cols-2 lg:grid-cols-3 py-c\/xxl\">\n\t\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-call-recording.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-call-recording.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-call-recording.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tEnregistrement des interactions\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<div class=\" vc_custom_1635420525188\">\n<div id=\"text-block-677ed75024cce\" class=\"mk-text-block jupiter-donut- \">\n<p>Le moyen simple et clair de capter la voix de chaque client sur tous les canaux. Cr\u00e9er une vision unifi\u00e9e du client, avoir une vue d&rsquo;ensemble plus claire et exploiter des donn\u00e9es compl\u00e8tes sur la voix du client pour atteindre des objectifs commerciaux cl\u00e9s.<\/p>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<p><strong><a href=\"https:\/\/calabrio.com\/products\/call-recording\/\">En savoir plus<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n<div class=\" vc_custom_1635420525188\">\n<div id=\"text-block-677ed75024cce\" class=\"mk-text-block jupiter-donut- \">\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icons-quality-mng.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icons-quality-mng.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icons-quality-mng.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tGestion de la qualit\u00e9\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<div class=\" vc_custom_1635417431380\">\n<div id=\"text-block-677ed75025e85\" class=\"mk-text-block jupiter-donut- \">\n<p>\u00c9valuation hautement automatis\u00e9e et efficace de 100 % des interactions avec vos clients. Raccourcir les boucles de retour d&rsquo;information et cibler la formation pour am\u00e9liorer les performances des agents et, partant, la satisfaction des clients.<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<p><strong><a href=\"https:\/\/calabrio.com\/products\/quality-management\/\">En savoir plus<\/a><\/strong><\/p>\n<div id=\"text-block-677ed75025e85\" class=\"mk-text-block jupiter-donut- \">\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-workforce-mng.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-workforce-mng.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-workforce-mng.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tGestion du personnel\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<div class=\" vc_custom_1635417504894\">\n<div id=\"text-block-677ed75026fcf\" class=\"mk-text-block jupiter-donut- \">\n<p>Des fonctionnalit\u00e9s intelligentes de pr\u00e9vision, de planification et d&rsquo;administration qui permettent d&rsquo;am\u00e9liorer les strat\u00e9gies de gestion des ressources humaines. Pr\u00e9voyez et r\u00e9pondez efficacement au volume d&rsquo;appels dynamiques des clients et offrez une exp\u00e9rience de centre de contact toujours exceptionnelle.<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div>\n<p><strong><a href=\"https:\/\/calabrio.com\/products\/workforce-management\/\">En savoir plus<\/a><\/strong><\/p>\n<div class=\" vc_custom_1635417504894\">\n<div id=\"text-block-677ed75026fcf\" class=\"mk-text-block jupiter-donut- \">\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-cal-analytics.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-cal-analytics.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-cal-analytics.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tAnalyse\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<div class=\" vc_custom_1635417462696\">\n<div id=\"text-block-677ed75027f95\" class=\"mk-text-block jupiter-donut- \">\n<p>Des moteurs sophistiqu\u00e9s d&rsquo;analyse de la parole et du texte exploitent la voix du client et des sorties intuitives donnent vie \u00e0 ces donn\u00e9es. Exploiter les informations pr\u00e9dictives et prescriptives pour apporter de la valeur aux \u00e9quipes de vente, de marketing, d&rsquo;informatique, de d\u00e9veloppement de produits et de d\u00e9veloppement commercial.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div id=\"text-block-677ed75027f95\" class=\"mk-text-block jupiter-donut- \">\n<div class=\"clearboth\"><strong><a href=\"https:\/\/calabrio.com\/products\/calabrio-analytics\/\">En savoir plus<\/a><\/strong><\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-advanced-reporting.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-advanced-reporting.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/icon-advanced-reporting.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tGestion des donn\u00e9es\t<\/h3>\n\t\n\t\t<div\n\t\tclass=\"card-icon__description text-text-secondary-aa pb-c\/m break-words lint-ignore wysiwyg--small\"\n\tdata-aos=\"\"\n\tdata-aos-delay=\"0\"\n\t\t\t\t\tstyle=\"color: #344679\"\n\t\t\t>\n\t\t<div class=\" vc_custom_1635417491976\">\n<div id=\"text-block-677ed75028e11\" class=\"mk-text-block jupiter-donut- \">\n<p>Des fonctionnalit\u00e9s de reporting et d&rsquo;analyse \u00e9tonnamment int\u00e9gr\u00e9es permettent d&rsquo;int\u00e9grer les donn\u00e9es clients et commerciales de l&rsquo;ensemble de l&rsquo;organisation. Cassez les silos de donn\u00e9es, \u00e9liminez les rapports fastidieux, visualisez les mesures critiques et voyez l&rsquo;histoire compl\u00e8te que racontent vos donn\u00e9es.<\/p>\n<\/div>\n<\/div>\n<div class=\"clearboth\"><\/div>\n<div><\/div>\n<div><strong><a href=\"https:\/\/calabrio.com\/products\/contact-center-reporting\/\">En savoir plus<\/a><\/strong><\/div>\n\t<\/div>\n\t<\/div>\n\t<\/div>\n<\/div>\n\n\t<style>\n\t[data-theme-block-id=\"block_b30e0bdd9428421fd9d60dc7b4881cf2\"] {\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<style>\n\t[data-theme-block-id=\"block_3d89103aeda5ee35453da14f05eaf7d5\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: #FFFFFF;\n\t\t}\n\n\t\t.featured-resources__header {\n\t\t\tborder-color: #0C1C47;\n\t\t}\n\n\t\t.featured-resources__headline {\n\t\t\tcolor: #080F21;\n\t\t}\n\n\t\t.featured-resources__description {\n\t\t\tcolor: #344679;\n\t\t}\n\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t.featured-resources__wrapper {\n\t\t\t\tbackground-color: #FFFFFF;\n\t\t\t}\n\n\t\t\t.featured-resources__header {\n\t\t\t\tborder-color: #0C1C47;\n\t\t\t}\n\n\t\t\t.featured-resources__headline {\n\t\t\t\tcolor: #080F21;\n\t\t\t}\n\n\t\t\t.featured-resources__description {\n\t\t\t\tcolor: #344679;\n\t\t\t}\n\t\t}\n\t}\n<\/style>\n\n\t<section\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t\tclass=\"overflow-hidden\"\n\t\tdata-theme-block-id=\"block_3d89103aeda5ee35453da14f05eaf7d5\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] 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\/2026\/03\/Service-level-2048x1152-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/Service-level-2048x1152-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/Service-level-2048x1152-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/Service-level-2048x1152-1-300x169.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/Service-level-2048x1152-1-1024x576.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/Service-level-2048x1152-1-768x432.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/Service-level-2048x1152-1-1536x864.webp 1536w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tGestion du personnel\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-previsions-qui-correspondent-a-la-realite-pourquoi-la-re-prevision-intra-journaliere-est-la-solution\/\" aria-label=\"Des pr\u00e9visions qui correspondent \u00e0 la r\u00e9alit\u00e9 : Pourquoi la re-pr\u00e9vision intra-journali\u00e8re est la solution\">\n\t\t\t\t\tDes pr\u00e9visions qui correspondent \u00e0 la r\u00e9alit\u00e9 : Pourquoi la re-pr\u00e9vision intra-journali\u00e8re est la solution\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Mar. 10, 2026<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-previsions-qui-correspondent-a-la-realite-pourquoi-la-re-prevision-intra-journaliere-est-la-solution\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  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\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] 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\/2026\/02\/WFM-2048x1152-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/WFM-2048x1152-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/WFM-2048x1152-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/WFM-2048x1152-1-300x169.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/WFM-2048x1152-1-1024x576.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/WFM-2048x1152-1-768x432.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/WFM-2048x1152-1-1536x864.webp 1536w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tGestion du personnel\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/de-lheritage-au-web-comment-le-wfm-moderne-base-sur-le-web-offre-une-efficacite-prete-pour-lavenir\/\" aria-label=\"De l&rsquo;h\u00e9ritage au Web : Comment le WFM moderne, bas\u00e9 sur le Web, offre une efficacit\u00e9 pr\u00eate pour l&rsquo;avenir\">\n\t\t\t\t\tDe l&rsquo;h\u00e9ritage au Web : Comment le WFM moderne, bas\u00e9 sur le Web, offre une efficacit\u00e9 pr\u00eate pour l&rsquo;avenir\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">F\u00e9v. 26, 2026<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/de-lheritage-au-web-comment-le-wfm-moderne-base-sur-le-web-offre-une-efficacite-prete-pour-lavenir\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  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\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] 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\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1-300x169.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1-1024x576.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1-768x432.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/02\/Calabrio_Salesforce-Service-Cloud-2048x1152-1-1536x864.webp 1536w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tAnalytique\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/reunir-les-leaders-du-wem-et-du-crm-calabrio-x-salesforce-service-cloud\/\" aria-label=\"R\u00e9unir les leaders du WEM et du CRM : Calabrio x Salesforce Service Cloud\">\n\t\t\t\t\tR\u00e9unir les leaders du WEM et du CRM : Calabrio x Salesforce Service Cloud\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">F\u00e9v. 11, 2026<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/reunir-les-leaders-du-wem-et-du-crm-calabrio-x-salesforce-service-cloud\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  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\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\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\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_3d89103aeda5ee35453da14f05eaf7d5\"] {\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":0,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"definitive-guides-category":[],"class_list":["post-17922","definitive-guide","type-definitive-guide","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - 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