{"id":22841,"date":"2019-11-25T09:00:30","date_gmt":"2019-11-25T09:00:30","guid":{"rendered":"https:\/\/www.calabrio.com\/doc\/louvrage-de-reference-sur-lengagement-des-salaries\/"},"modified":"2025-11-06T04:51:24","modified_gmt":"2025-11-06T04:51:24","slug":"louvrage-de-reference-sur-lengagement-des-salaries","status":"publish","type":"doc","link":"https:\/\/www.calabrio.com\/fr\/doc\/louvrage-de-reference-sur-lengagement-des-salaries\/","title":{"rendered":"L&rsquo;ouvrage de r\u00e9f\u00e9rence sur l&rsquo;engagement des salari\u00e9s"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_ebe3cea37dde139b4322693787d23f61\"\n\tstyle=\"background-color: #d2f3fa\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"background-color: #d2f3fa\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"\"\n\t\t\t\tclass=\"button-link-large !tracking-wider text-text-highlight-aaa flex flex-col md:flex-row items-center\n\t\t\t\tjustify-center gap-c\/s md:gap-c\/xs py-c\/s\"\n\t\t\t\tdata-aos=\"fade-down\"\n\t\t\t\t>\n\t\t\t\t<span\n\t\t\t\t\tclass=\"icon rounded-full flex items-center justify-center text-black [&#038;_svg]:w-[var(--Base-Grid-Grid-24)] [&#038;_svg]:h-[var(--Base-Grid-Grid-24)]\"\n\t\t\t\t\tstyle=\"color: #080F21;background-color: #EEF0F6\"\n\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\tLivres blancs et rapports\t\t\t<\/h3 >\n\t\t\t\n\t\t\t\t\t\t<h1\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\tL&rsquo;essentiel sur l&rsquo;engagement des employ\u00e9s des centres de contact\t\t<\/h1 >\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<h6>Des agents de centre de contact heureux conduisent \u00e0 des clients heureux et \u00e0 de meilleurs r\u00e9sultats commerciaux.<\/h6>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex flex-col md:flex-row gap-c\/m justify-center py-c\/m\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\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_ebe3cea37dde139b4322693787d23f61\"] {\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_ebe3cea37dde139b4322693787d23f61\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_835f4ab7350abe91a128d0f4b10a01f2\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Les centres de contact d&rsquo;aujourd&rsquo;hui connaissent une \u00e9volution massive : l&rsquo;accent mis hier sur l&rsquo;optimisation de la main-d&rsquo;\u0153uvre (WFO) se transforme en un nouvel accent sur l&rsquo;engagement des employ\u00e9s.<\/p>\n<p>Pourtant, malgr\u00e9 le r\u00f4le essentiel de l&rsquo;engagement des employ\u00e9s, la plupart des entreprises restent confront\u00e9es \u00e0 la difficult\u00e9 d&rsquo;engager les employ\u00e9s des centres de contact.<\/p>\n<p>Il est difficile et co\u00fbteux de trouver, de former et de conserver le personnel d&rsquo;un centre de contact tout en maintenant un niveau \u00e9lev\u00e9 de service \u00e0 la client\u00e8le. En fait, 60 % des personnes interrog\u00e9es dans le cadre d&rsquo;une enqu\u00eate de Saddletree Research ont cit\u00e9 la r\u00e9duction du taux de rotation et l&rsquo;am\u00e9lioration de la fid\u00e9lisation des employ\u00e9s comme leur principale priorit\u00e9.<\/p>\n<p><strong>Si la r\u00e9duction du taux de rotation du personnel et l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience client sont des priorit\u00e9s pour votre entreprise, consultez l&rsquo;ouvrage <em>The Definitive Primer on Employee Engagement (L&rsquo;essentiel sur l&rsquo;engagement des employ\u00e9s) <\/em>pour en savoir plus :<\/strong><\/p>\n<ul>\n<li>Pourquoi vous prenez du retard si vous ne faites que de l&rsquo;optimisation de la main-d&rsquo;\u0153uvre ?<\/li>\n<li>Comment commencer \u00e0 impliquer les employ\u00e9s de votre centre de contact<\/li>\n<li>Quelles sont les strat\u00e9gies d&rsquo;engagement des salari\u00e9s qui se sont av\u00e9r\u00e9es les plus efficaces ?<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/11\/portfolio-definitive-primer-employee-engagement-2-e1740580634459.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/11\/portfolio-definitive-primer-employee-engagement-2-e1740580634459.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/11\/portfolio-definitive-primer-employee-engagement-2-e1740580634459.jpg\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_835f4ab7350abe91a128d0f4b10a01f2\"] {\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> ","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":20054,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"doc-category":[],"class_list":["post-22841","doc","type-doc","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L&#039;ouvrage de r\u00e9f\u00e9rence sur l&#039;engagement des salari\u00e9s | Calabrio<\/title>\n<meta name=\"description\" content=\"Un taux de rotation \u00e9lev\u00e9 des agents est co\u00fbteux et perturbateur. 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