{"id":36234,"date":"2025-09-03T15:49:37","date_gmt":"2025-09-03T15:49:37","guid":{"rendered":"https:\/\/www.calabrio.com\/glossaire-des-centres-de-contact\/quest-ce-que-la-vitesse-moyenne-de-reponse-asa\/"},"modified":"2025-09-03T15:50:32","modified_gmt":"2025-09-03T15:50:32","slug":"quest-ce-que-la-vitesse-moyenne-de-reponse-asa","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/glossaire-des-centres-de-contact\/quest-ce-que-la-vitesse-moyenne-de-reponse-asa\/","title":{"rendered":"Qu&rsquo;est-ce que la vitesse moyenne de r\u00e9ponse (ASA) ?"},"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_824f69a724a32cd07eb127b3a59be896\"\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\">Qu&rsquo;est-ce que la vitesse moyenne de r\u00e9ponse (ASA) ?<\/h1>\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_824f69a724a32cd07eb127b3a59be896\"] {\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<div class=\"toc  relative lg:sticky lg:top-[-30px] flex flex-col lg:py-c\/xxl gap-c\/l w-full h-max lg:w-[282px]\"  data-aos=\"fade-up\">\n\t\t\t<button\n\t\t\t\tclass=\"py-c\/s body-small text-text-secondary-aa text-start js-jump-ahead hover:text-brand-red\">\n\t\t\t\tJump ahead\n\t\t\t<\/button>\n\t\t\t<ul\n\t\t\t\tclass=\"flex flex-col gap-c\/m pb-c\/l border-b-thin border-stroke-tertiary js-dynamic-nav outer_nav\"><\/ul>\n\t\t\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%2Fglossaire-des-centres-de-contact%2Fquest-ce-que-la-vitesse-moyenne-de-reponse-asa%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%2Fglossaire-des-centres-de-contact%2Fquest-ce-que-la-vitesse-moyenne-de-reponse-asa%2F&#038;text=Qu&rsquo;est-ce que la vitesse moyenne de r\u00e9ponse (ASA) ?\"\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 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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\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">R\u00e9servez une d\u00e9monstration<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>C\u2019est parti<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/calsandbox.wpengine.com\/book-a-demo\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"R\u00e9servez une d\u00e9monstration\"\n\t\t\t\t>\n\t\t\t\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\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\t\t\t\t\t<\/div>\n\n\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<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\n\t\t\t\t\t<span style=\"color: #080F21\"><p>La vitesse moyenne de r\u00e9ponse (ASA) est un indicateur de performance cl\u00e9 dans les centres d&rsquo;appels qui mesure le temps moyen n\u00e9cessaire \u00e0 un client pour entrer en contact avec un repr\u00e9sentant apr\u00e8s avoir initi\u00e9 un appel. La compr\u00e9hension de l&rsquo;ASA est essentielle pour optimiser le service \u00e0 la client\u00e8le et am\u00e9liorer l&rsquo;efficacit\u00e9 op\u00e9rationnelle globale.<\/p>\n<h2 id=\"2\">Comprendre la vitesse moyenne de r\u00e9ponse<\/h2>\n<p>La vitesse moyenne de r\u00e9ponse (ASA) est une mesure essentielle qui refl\u00e8te l&rsquo;efficacit\u00e9 du temps de r\u00e9ponse d&rsquo;un centre d&rsquo;appels. Il est calcul\u00e9 en divisant le temps d&rsquo;attente total de tous les appels entrants par le nombre d&rsquo;appels auxquels il a \u00e9t\u00e9 r\u00e9pondu. Cette mesure sert d&rsquo;indicateur de la satisfaction des clients et de la performance op\u00e9rationnelle.<\/p>\n<h3 id=\"3\">Importance de l&rsquo;ASA dans les centres d&rsquo;appel<\/h3>\n<p>L&rsquo;ASA n&rsquo;est pas un simple chiffre, c&rsquo;est le reflet de l&rsquo;exp\u00e9rience du client. Un ASA faible se traduit souvent par des clients plus satisfaits, tandis qu&rsquo;un ASA \u00e9lev\u00e9 peut signaler des probl\u00e8mes dans votre processus d&rsquo;assistance. Le suivi de cette mesure permet aux organisations d&rsquo;identifier les goulets d&rsquo;\u00e9tranglement et d&rsquo;am\u00e9liorer la prestation de services.<\/p>\n<h3 id=\"4\">Crit\u00e8res de r\u00e9f\u00e9rence de l&rsquo;industrie pour l&rsquo;ASA<\/h3>\n<p>La dur\u00e9e moyenne de l&rsquo;ASA dans les diff\u00e9rents secteurs d&rsquo;activit\u00e9 est d&rsquo;environ 28 secondes. Toutefois, un bon objectif pour l&rsquo;ASA est souvent consid\u00e9r\u00e9 comme repr\u00e9sentant 25 % de votre temps de traitement moyen. Ce point de r\u00e9f\u00e9rence aide les organisations \u00e0 fixer des objectifs r\u00e9alistes pour leurs \u00e9quipes de service \u00e0 la client\u00e8le.<\/p>\n<h2 id=\"5\">Facteurs influen\u00e7ant l&rsquo;ASA<\/h2>\n<p>Plusieurs facteurs peuvent influencer la vitesse moyenne de r\u00e9ponse dans un centre d&rsquo;appel. La compr\u00e9hension de ces facteurs peut aider les organisations \u00e0 mettre en \u0153uvre des strat\u00e9gies pour am\u00e9liorer leur ASA et, par cons\u00e9quent, leur niveau de satisfaction de la client\u00e8le.<\/p>\n<h3 id=\"6\">Volume d&rsquo;appels et effectifs<\/h3>\n<p>Des <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/metrics-to-ensure-an-accurate-contact-center-forecast-every-time\/\">volumes d&rsquo;appels<\/a> \u00e9lev\u00e9s peuvent entra\u00eener des temps d&rsquo;attente plus longs si les niveaux de personnel ne sont pas adapt\u00e9s de mani\u00e8re ad\u00e9quate. Il est essentiel de veiller \u00e0 ce qu&rsquo;il y ait suffisamment d&rsquo;agents disponibles pendant les p\u00e9riodes de pointe pour maintenir une ASA basse. Les <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-agents-engages-equivalent-a-des-clients-engages-calabrio-et-serenova-sassocient-pour-apporter-le-wfo-au-ccaas\/\">outils de gestion du personnel<\/a> peuvent aider \u00e0 pr\u00e9voir les volumes d&rsquo;appels et \u00e0 programmer les agents en cons\u00e9quence.<\/p>\n<h3 id=\"7\">Technologie et automatisation<\/h3>\n<p>Les plateformes modernes des centres de contact int\u00e8grent souvent des technologies qui peuvent avoir un impact significatif sur l&rsquo;ASA. Les syst\u00e8mes automatis\u00e9s peuvent aider \u00e0 acheminer les appels de mani\u00e8re plus efficace, r\u00e9duisant ainsi les temps d&rsquo;attente. En outre, des fonctions telles que la r\u00e9ponse vocale interactive (IVR) peuvent aider \u00e0 trier les appels avant qu&rsquo;ils ne parviennent \u00e0 un agent, ce qui optimise encore les temps de r\u00e9ponse.<\/p>\n<h2 id=\"8\">Strat\u00e9gies pour am\u00e9liorer l&rsquo;ASA<\/h2>\n<p>L&rsquo;am\u00e9lioration de la vitesse moyenne de r\u00e9ponse n\u00e9cessite une approche \u00e0 multiples facettes. Les organisations peuvent mettre en \u0153uvre diverses strat\u00e9gies pour renforcer leur ASA et am\u00e9liorer la satisfaction des clients.<\/p>\n<h3 id=\"9\">Optimiser la gestion du personnel<\/h3>\n<p>Une gestion efficace de la main-d&rsquo;\u0153uvre est essentielle pour maintenir l&rsquo;ASA \u00e0 un faible niveau. Il s&rsquo;agit non seulement de pr\u00e9voir le bon nombre d&rsquo;agents, mais aussi de s&rsquo;assurer qu&rsquo;ils sont correctement form\u00e9s pour traiter efficacement les demandes des clients. Des sessions de formation r\u00e9guli\u00e8res peuvent aider les agents \u00e0 devenir plus comp\u00e9tents, r\u00e9duisant ainsi le temps consacr\u00e9 \u00e0 chaque appel.<\/p>\n<h3 id=\"10\">Exploiter l&rsquo;analyse des donn\u00e9es<\/h3>\n<p>L<a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/reasons-contact-center-analytics-fail\/\">&lsquo;analyse des donn\u00e9es<\/a> peut fournir des informations pr\u00e9cieuses sur les sch\u00e9mas d&rsquo;appel et le comportement des clients. En analysant ces donn\u00e9es, les organisations peuvent identifier les heures de pointe et ajuster les niveaux de personnel en cons\u00e9quence. En outre, la compr\u00e9hension des demandes courantes des clients peut aider \u00e0 former les agents \u00e0 y r\u00e9pondre plus rapidement et plus efficacement.<\/p>\n<h2 id=\"11\">Impact de l&rsquo;ASA sur l&rsquo;exp\u00e9rience client<\/h2>\n<p>La vitesse moyenne de r\u00e9ponse a un impact direct sur l&rsquo;exp\u00e9rience client. Un temps d&rsquo;attente plus court se traduit g\u00e9n\u00e9ralement par une plus grande satisfaction du client, tandis qu&rsquo;un temps d&rsquo;attente plus long peut entra\u00eener de la frustration et du m\u00e9contentement.<\/p>\n<h3 id=\"12\">Attentes des clients<\/h3>\n<p>Dans le monde rapide d&rsquo;aujourd&rsquo;hui, les clients attendent des r\u00e9ponses rapides. Un ASA bas peut am\u00e9liorer la perception de la qualit\u00e9 du service \u00e0 la client\u00e8le d&rsquo;une entreprise. Les organisations qui accordent la priorit\u00e9 \u00e0 l&rsquo;ASA sont plus susceptibles de conserver leurs clients et de les fid\u00e9liser.<\/p>\n<h3 id=\"13\">Lien entre l&rsquo;ASA et les mesures de performance globales<\/h3>\n<p>L&rsquo;ASA ne doit pas \u00eatre consid\u00e9r\u00e9e isol\u00e9ment. Il est interconnect\u00e9 avec d&rsquo;autres mesures de performance telles que le temps moyen de traitement (AHT) et la r\u00e9solution au premier appel (FCR). En am\u00e9liorant l&rsquo;ASA, les organisations peuvent \u00e9galement influencer positivement ces autres indicateurs, ce qui se traduit par une op\u00e9ration de service \u00e0 la client\u00e8le plus efficace et plus efficiente.<\/p>\n<h2 id=\"14\">FAQ sur la vitesse moyenne de r\u00e9ponse<\/h2>\n<h3 id=\"15\">Quelle est une bonne vitesse moyenne de r\u00e9ponse ?<\/h3>\n<p>Un bon objectif pour la vitesse moyenne de r\u00e9ponse est g\u00e9n\u00e9ralement d&rsquo;environ 25 % de votre temps de traitement moyen, la moyenne du secteur \u00e9tant d&rsquo;environ 28 secondes.<\/p>\n<h3 id=\"16\">Comment puis-je mesurer l&rsquo;ASA dans mon centre d&rsquo;appels ?<\/h3>\n<p>Pour mesurer l&rsquo;ASA, calculez le temps d&rsquo;attente total pour tous les appels entrants et divisez-le par le nombre d&rsquo;appels auxquels il a \u00e9t\u00e9 r\u00e9pondu au cours d&rsquo;une p\u00e9riode donn\u00e9e.<\/p>\n<h3 id=\"17\">Pourquoi l&rsquo;ASA est-elle importante pour la satisfaction du client ?<\/h3>\n<p>Un faible taux d&rsquo;ASA est souvent li\u00e9 \u00e0 une plus grande satisfaction de la client\u00e8le, car il indique que les clients sont en contact avec des repr\u00e9sentants de mani\u00e8re rapide et efficace.<\/p>\n<h3 id=\"18\">Quels sont les facteurs qui peuvent avoir un impact n\u00e9gatif sur l&rsquo;ASA ?<\/h3>\n<p>Des volumes d&rsquo;appels \u00e9lev\u00e9s, un personnel inad\u00e9quat et un acheminement des appels inefficace peuvent tous avoir un impact n\u00e9gatif sur la vitesse moyenne de r\u00e9ponse.<\/p>\n<h3 id=\"19\">Comment la technologie peut-elle am\u00e9liorer l&rsquo;ASA ?<\/h3>\n<p>Les technologies telles que le <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/guide-des-previsions-pour-les-centres-de-contact-methodes-conseils-et-outils-pour-2025\/\">routage automatis\u00e9 des appels<\/a> et les syst\u00e8mes IVR peuvent rationaliser le processus d&rsquo;appel, r\u00e9duire les temps d&rsquo;attente et am\u00e9liorer l&rsquo;ASA.<\/p>\n<h2>Am\u00e9liorez l&rsquo;ASA de votre centre de contact avec Calabrio<\/h2>\n<p class=\"byword_cta\">Pr\u00eat \u00e0 am\u00e9liorer les performances de votre centre de contact et \u00e0 d\u00e9passer les attentes de vos clients ? D\u00e9couvrez le pouvoir de transformation de la plateforme intuitive de Calabrio et constatez par vous-m\u00eame comment notre approche unifi\u00e9e peut conduire \u00e0 des am\u00e9liorations significatives des taux de r\u00e9ponse, du temps de traitement et de l&rsquo;efficacit\u00e9 de la planification. Dites adieu \u00e0 la complexit\u00e9 des autres solutions et optez pour une exp\u00e9rience utilisateur transparente et agr\u00e9able. <a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\">R\u00e9servez une d\u00e9monstration d\u00e8s aujourd&rsquo;hui<\/a> et rejoignez les rangs des organisations qui obtiennent des r\u00e9sultats remarquables avec Calabrio.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t\n\t\t<div class=\"lg:mt-c\/xxl  lg:sticky lg:top-[20px] box-border self-start  blog_card [&#038;_*]:font-primary lg:w-[270px] px-[18px] xl:px-[44px] pt-[44px] rounded-[9px] items-center flex justify-center flex-col gap-[33px]\" style=\"background: url('https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/05\/Group-2085663949-1-1.webp') no-repeat center \/ cover\" \tdata-aos=\"fade-up\" >\n\t\t\t<h2 class=\"text-[25px] leading-[1.2em] text-center text-[#fff] m-0 font-medium  max-w-[230px]\">\n\t\t\t\t<span class=\"\" style=\"color:#B8CAF9;\"> Avec   <\/span>\n\t\t\t\tCalabrio ONE,  \t\t\t\t<span class=\"\" style=\"color:#B8CAF9;\"> vous le ferez :\t\t\t\t<\/span>\n\t\t\t<\/h2>\n\t\t\t\t\t\t\t<div class=\"wyswing\n\t\t\t\t\t\t[&#038;_*]:text-white\n\t\t\t\t\t\t[&#038;_ul]:flex [&#038;_ul]:flex-col lg:[&#038;_*]:text-[14px] xl:[&#038;_*]:text-[18px] [&#038;_ul]:items-center [&#038;_ul]:justify-center [&#038;_ul]:m-0 [&#038;_ul]:p-0 [&#038;_ul]:gap-[10px]\n\t\t\t\t\t\t[&#038;_ul]:list-disc \">\n\t\t\t\t\t<ul>\n<li>Impliquer les employ\u00e9s<\/li>\n<li>Activer les connaissances<\/li>\n<li>Enrichir l&rsquo;exp\u00e9rience client<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" target=\"_blank\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">R\u00e9servez une d\u00e9monstration<\/span>\n\t<\/a>\n\n\t\t\t\t\t\t\t<img\n\t\t\t\t\tsrc=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/05\/Product-Hero-2.webp\"\n\t\t\t\t\talt=\"Product-Hero-2\"\n\t\t\t\t\ttitle=\"Product-Hero-2\"\n\t\t\t\t\twidth=\"290\"\n\t\t\t\t\theight=\"137\"\n\t\t\t\t\tloading=\"lazy\"\n\t\t\t\t\tdecoding=\"async\" \/>\n\t\t\t\n\t\t<\/div>\n\n\n\t<\/div> \n<style>\n\t[data-theme-block-id=\"block_d7e2cfc822e405fa7738dd982c96d940\"] {\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_d7e2cfc822e405fa7738dd982c96d940\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col 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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\/rapport-2023-sur-letat-des-centres-de-contact\/\" aria-label=\"Rapport 2023 sur l&rsquo;\u00e9tat des centres de contact\">\n\t\t\t\t\tRapport 2023 sur l&rsquo;\u00e9tat des centres de contact\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. 10, 2025<\/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\/rapport-2023-sur-letat-des-centres-de-contact\/\" 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\/2025\/03\/Image.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Image.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Image.webp 758w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Image-300x190.webp 300w\" 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\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\/2022-etat-du-centre-de-contact\/\" aria-label=\"2022 \u00c9tat du centre de contact\">\n\t\t\t\t\t2022 \u00c9tat du centre de contact\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. 10, 2025<\/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\/2022-etat-du-centre-de-contact\/\" 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\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-600x400.webp 600w\" 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\/15-outils-essentiels-pour-les-centres-dappels-en-2025\/\" aria-label=\"15 outils essentiels pour les centres d&rsquo;appels en 2025\">\n\t\t\t\t\t15 outils essentiels pour les centres d&rsquo;appels en 2025\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, 2025<\/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\/15-outils-essentiels-pour-les-centres-dappels-en-2025\/\" 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_d7e2cfc822e405fa7738dd982c96d940\"] {\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) 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