{"id":18144,"date":"2025-01-08T09:23:23","date_gmt":"2025-01-08T09:23:23","guid":{"rendered":"https:\/\/www.calabrio.com\/webinaire-sur-la-voix-de-lagent-donner-aux-agents-des-centres-de-contact-les-moyens-dagir-grace-a-des-outils-pilotes-par-lia\/"},"modified":"2025-07-21T06:41:23","modified_gmt":"2025-07-21T06:41:23","slug":"webinaire-sur-la-voix-de-lagent-donner-aux-agents-des-centres-de-contact-les-moyens-dagir-grace-a-des-outils-pilotes-par-lia","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/webinaire-sur-la-voix-de-lagent-donner-aux-agents-des-centres-de-contact-les-moyens-dagir-grace-a-des-outils-pilotes-par-lia\/","title":{"rendered":"Webinaire sur la voix de l&rsquo;agent : Donner aux agents des centres de contact les moyens d&rsquo;agir gr\u00e2ce \u00e0 des outils pilot\u00e9s par l&rsquo;IA"},"content":{"rendered":"\n\t<section\n\t\tclass=\"secondary-hero-card relative overflow-hidden\"\n\t\tid=\"\"\n\t\tstyle=\"background-color: #080F21\"\n\t\tdata-theme-block-id=\"block_c70f8c373783589ecd1dff65476c4df8\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t\t\t\t<div class=\"container overflow-hidden pt-l\/m container lg:pt-l\/xxl\">\n\n\t\t\t\t\n\t\t\t\t<div class=\"relative z-10 flex flex-col py-l\/m text-center md:px-c\/xxl lg:px-0 md:py-l\/m md:mb-l\/m gap-c\/l lg:max-w-[960px] mx-auto\">\n\t\t\t\t\t\n\t\t\t\t<div class=\"flex flex-col gap-c\/l dark-mode text-text-primary-aaa\">\n\t\t\t\t\t\t\t\t\t\t<h1\t\t\t\t\tstyle=\"color: #FFFFFF\"\n\t\t\t\t\tclass=\"heading-large\"\n\t\t\t\t\t>\n\t\t\t\t\t\tWebinaire : La voix de l&rsquo;agent\t\t\t\t<\/h1 >\n\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\n\t\t\t\n\t\t\t<div class=\"absolute z-0 inset-0 -top-[36%] left-0\">\n\t\t\t\t<svg width=\"512\" height=\"630\" viewBox=\"0 0 512 630\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<ellipse opacity=\"0.5\" cx=\"-153.5\" cy=\"225.5\" rx=\"665.5\" ry=\"404.5\" fill=\"url(#paint0_radial_1_959)\"\/>\n<defs>\n<radialGradient id=\"paint0_radial_1_959\" cx=\"0\" cy=\"0\" r=\"1\" gradientUnits=\"userSpaceOnUse\" gradientTransform=\"translate(-153.5 225.5) rotate(90) scale(404.5 665.5)\">\n<stop stop-color=\"#355FD4\"\/>\n<stop offset=\"1\" stop-color=\"#355FD4\" stop-opacity=\"0\"\/>\n<\/radialGradient>\n<\/defs>\n<\/svg>\n\t\t\t<\/div>\n\n\t\t\t<div class=\"absolute bottom-[94%] md:bottom-[33%] lg:bottom-[37%] left-0\">\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t<div class=\"absolute top-[65%] md:top-[53%] lg:top-[100%] transform lg:-translate-y-full right-0\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_c70f8c373783589ecd1dff65476c4df8\"] {\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 class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-columns py80 webninar icon_bx_sec is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-column left_slide is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>Ces derni\u00e8res ann\u00e9es, le r\u00f4le de l&rsquo;agent du centre de contact s&rsquo;est consid\u00e9rablement transform\u00e9, devenant plus complexe, plus visible et plus essentiel sur le plan strat\u00e9gique. Alors que les demandes affluent sur de multiples canaux, les agents sont plus que jamais contraints de g\u00e9rer des interactions impr\u00e9visibles et complexes avec les clients. Lorsque les agents sont soutenus, responsabilis\u00e9s et \u00e9quip\u00e9s des bons outils, ils peuvent fournir un service client de qualit\u00e9 sup\u00e9rieure, mais les exigences de l&rsquo;environnement multicomp\u00e9tences et multicanal d&rsquo;aujourd&rsquo;hui rendent difficile la fourniture d&rsquo;un service toujours empathique et expert.<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>Calabrio a \u00e9galement collabor\u00e9 avec Get Out of Wrap afin d&rsquo;entendre directement ceux qui sont en premi\u00e8re ligne. En interrogeant 530 agents de centres de contact de diverses organisations europ\u00e9ennes, nous avons recueilli des informations pr\u00e9cieuses sur la \u00ab\u00a0Voix de l&rsquo;agent\u00a0\u00bb, afin de d\u00e9couvrir la v\u00e9ritable nature de la vie professionnelle quotidienne et la mani\u00e8re dont les am\u00e9liorations du secteur &#8211; de meilleurs outils, des mod\u00e8les de travail hybrides et plus d&rsquo;autonomie &#8211; ont un impact sur la motivation et l&rsquo;autonomie des agents. Rejoignez notre prochain webinaire avec Ed Creasey, vice-pr\u00e9sident de l&rsquo;ing\u00e9nierie des ventes chez Calabrio, et d\u00e9couvrez ce dont les agents ont besoin pour se sentir fiers et engag\u00e9s dans leur r\u00f4le.<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>Ed montrera comment les outils de gestion de la qualit\u00e9 et d&rsquo;analyse de Calabrio, am\u00e9lior\u00e9s par l&rsquo;IA, peuvent transformer la formation et le coaching gr\u00e2ce \u00e0 des informations bas\u00e9es sur des donn\u00e9es. D\u00e9couvrez comment Calabrio Workforce Management optimise les pr\u00e9visions et la dotation en personnel pour les besoins saisonniers et dynamiques, en veillant \u00e0 ce que votre \u00e9quipe soit toujours pr\u00eate.<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h4 class=\"wp-block-heading has-text-align-left main_head\" id=\"h-in-this-webinar-you-ll-learn\">Dans ce webinaire, vous apprendrez :<\/h4>\n<\/div>\n\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_478ffaa3d2f00858c405ea668241e17b\"\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\/group-1000004481-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/group-1000004481-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/group-1000004481-1.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\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>Tendances actuelles en mati\u00e8re d&rsquo;engagement, d&rsquo;autonomie et de soutien des agents dans les centres de contact<\/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\/group-1000004481-1.avif\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/group-1000004481-1.avif\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/group-1000004481-1.avif\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\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>Des informations de premi\u00e8re main de la part des agents sur ce qui fonctionne et ce qui doit \u00eatre am\u00e9lior\u00e9<\/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\/group-1000004481-2.avif\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/group-1000004481-2.avif\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/group-1000004481-2.avif\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\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>Des moyens pratiques de tirer parti de la technologie pour responsabiliser votre personnel de premi\u00e8re ligne<\/p>\n\t<\/div>\n\t<\/div>\n\t<\/div>\n<\/div>\n\n\t<style>\n\t[data-theme-block-id=\"block_478ffaa3d2f00858c405ea668241e17b\"] {\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<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group cta_banner\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<script src=\"https:\/\/fast.wistia.com\/player.js\" async=\"\"><\/script><script src=\"https:\/\/fast.wistia.com\/embed\/7rd0n23679.js\" async=\"\" type=\"module\"><\/script><style>wistia-player[media-id='7rd0n23679']:not(:defined) { background: center \/ contain no-repeat url('https:\/\/fast.wistia.com\/embed\/medias\/7rd0n23679\/swatch');; \"\u200c\") display: block; filter: blur(5px); padding-top:56.25%; }<\/style> <wistia-player media-id=\"7rd0n23679\"><\/wistia-player>\n<\/div>\n\n<\/div>\n<\/div><\/div><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group left_col\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h4 class=\"wp-block-heading has-text-align-left main_head\" id=\"h-when\">Quand<\/h4>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-media-text is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"48\" height=\"48\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/mask-group-13.png\" alt=\"\" class=\"wp-image-17628 size-full\"\/><\/figure><div class=\"wp-block-media-text__content\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>2025-01-13<\/p>\n<\/div><\/div><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-media-text is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"48\" height=\"48\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/mask-group-14.png\" alt=\"\" class=\"wp-image-17631 size-full\"\/><\/figure><div class=\"wp-block-media-text__content\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>13:00 &#8211; 13:45 GMT<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group left_col col_2\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h4 class=\"wp-block-heading has-text-align-left main_head\">Biographie de l&rsquo;orateur<\/h4>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group profile_info\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"314\" height=\"300\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/image-1.jpg\" alt=\"\" class=\"wp-image-17634\" srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/image-1.jpg 314w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/image-1-300x287.jpg 300w\" sizes=\"auto, (max-width: 314px) 100vw, 314px\" \/><\/figure>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h4 class=\"wp-block-heading has-text-align-center main_head\">Ed Creasey<\/h4>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-align-center\"><strong>Directeur de l&rsquo;avant-vente<\/strong><br\/><strong>Conseil et ing\u00e9nierie<\/strong><\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>Ed Creasey est le directeur du conseil et de l&rsquo;ing\u00e9nierie avant-vente de Calabrio. Il dirige une \u00e9quipe internationale charg\u00e9e de r\u00e9soudre les probl\u00e8mes des clients et d&rsquo;am\u00e9liorer leurs exp\u00e9riences.<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>Avec une expertise approfondie dans les solutions de centre de contact et d&rsquo;exp\u00e9rience client (CX), notamment<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<ul class=\"wp-block-list\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<li>AI<\/li>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<li>Analyse<\/li>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<li>Optimisation de la main-d&rsquo;\u0153uvre<\/li>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<li>Plates-formes en nuage<\/li>\n<\/div><\/ul>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>&#8211; il s&rsquo;adresse \u00e0 des publics et \u00e0 des clients du monde entier. La passion d&rsquo;Ed est de diriger des \u00e9quipes, de stimuler l&rsquo;innovation et d&rsquo;obtenir des r\u00e9sultats exceptionnels pour les entreprises et leurs clients.<\/p>\n<\/div><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<style>.py80 {\n    padding-top: 80px;\n    padding-bottom: 80px;\n  }\n  p {\n    margin-bottom: 15px;\n  }\n\n  .pb80 {\n    padding-bottom: 80px;\n  }\n  .mt40 {\n    margin-top: 40px;\n  }\n  .mt60 {\n    margin-top: 60px;\n  }\n  .mb40 {\n    margin-bottom: 40px;\n  }\n  .icon_bx_sec .card-icon {\n    min-height: unset;\n  }\n  .text_img_sec .absolute svg {\n    opacity: 0;\n  }\n  .secondary-hero-card > .container > div {\n    margin-top: 0;\n    margin-bottom: 0;\n  }\n  .text_img_sec .js-wrap img {\n    object-fit: contain;\n  }\n\n  .wysiwyg:has(> .additional_text) {\n    background: #d2f3fa;\n  }\n  .min_77 {\n    min-height: 77px;\n  }\n\n  .text_img_sec h3 {\n    margin-bottom: 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