{"id":37036,"date":"2025-09-12T15:00:36","date_gmt":"2025-09-12T15:00:36","guid":{"rendered":"https:\/\/www.calabrio.com\/wfo\/guide-complet-de-la-gestion-des-performances-des-centres-de-contact-calabrio\/"},"modified":"2026-04-07T08:17:44","modified_gmt":"2026-04-07T08:17:44","slug":"guide-complet-de-la-gestion-des-performances-des-centres-de-contact-calabrio","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/wfo\/guide-complet-de-la-gestion-des-performances-des-centres-de-contact-calabrio\/","title":{"rendered":"Guide complet de la gestion des performances des centres de contact | Calabrio"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_4a7b44616556f3236c5baf5a4624d427\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div\n\t\tclass=\"hero-with-form__left w-full lg:w-1\/2\"\n\t\tstyle=\"\"\n\t>\n\t\t\t\t\t<div class=\"p-l\/xxl md:px-c\/xxl md:py-0 lg:p-c\/xxl lg:my-l\/m\">\n\t\t\t\t<div class=\"flex flex-col gap-c\/l md:py-l\/m\">\n\t\t\t\t\t\t\t\t\t\t\t<h3 >\n\t\t\t\t\t\t\t\n<p class=\"eyebrow lint-ignore flex items-center justify-center py-c\/s gap-c\/s subhead-small text-text-highlight-aaa\" >\n\t<span class=\"eyebrow__icon icon icon text-icon-highlight [&amp;_svg]:w-[var(--Base-Grid-Grid-24)] [&amp;_svg]:h-[var(--Base-Grid-Grid-24)] flex items-center rounded-full bg-background-secondary\"\n\taria-hidden=\"true\">\n\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\n\t<span class=\"eyebrow__content\">Guide d\u00e9finitif<\/span>\n<\/p>\n\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\"\n\t\t\t\t\tclass=\"heading-medium text-center\">\n\t\t\t\t\t\tGuide complet de la gestion des performances des centres de contact\t\t\t\t<\/h1>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"wysiwyg text-center\">\n\t\t\t\t\t\t<p>Lisez notre guide d\u00e9finitif et b\u00e9n\u00e9ficiez d&rsquo;un cadre moderne pour favoriser la r\u00e9ussite des agents et les r\u00e9sultats de l&rsquo;entreprise.<\/p>\n<p>&nbsp;<\/p>\n<p>Pr\u00eat \u00e0 responsabiliser les agents et les dirigeants avec une gestion de la performance unifi\u00e9e et aliment\u00e9e par l&rsquo;IA ? R\u00e9servez une d\u00e9monstration d\u00e8s aujourd&rsquo;hui.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\n\t\t\t<div\n\t\t\tclass=\"w-full lg:w-1\/2 flex items-center hero-with-form__right\"\n\t\t\tstyle=\"background-color: #FFFFFF\"\n\t\t>\n\t\t\t<!-- <iframe\r\n  src=\"https:\/\/info.calabrio.com\/l\/134381\/2024-04-05\/8tvw2g\"\r\n  width=\"100%\"\r\n  height=\"750\"\r\n  class=\"book_frm\"\r\n  type=\"text\/html\"\r\n  frameborder=\"0\"\r\n  allowTransparency=\"true\"\r\n  style=\"border: 0\"\r\n><\/iframe> -->\r\n\r\n<!-- <script\r\n  src=\"https:\/\/js.chilipiper.com\/marketing.js\"\r\n  type=\"text\/javascript\"\r\n  async\r\n><\/script> -->\r\n\r\n<script>\r\n  var leadObj = {};\r\n\r\n  \/\/Below is the event listener that will listen for the Pardot Events\r\n\r\n  window.addEventListener(\"message\", receiveMessage, false);\r\n\r\n  function receiveMessage(event) {\r\n    \/\/ Form data ready, update leadObj\r\n\r\n    if (\r\n      event.data &&\r\n      event.data.message === \"PARDOT_DATA_READY\" &&\r\n      event.data.data\r\n    ) {\r\n      leadObj = event.data.data; \/\/ Update leadObj\r\n    }\r\n\r\n    \/\/ Form was submitted and validated, call ChiliPiper\r\n\r\n    \/\/ if (event.data && event.data.message === \"PARDOT_FORM_SUCCESS\") {\r\n    \/\/   \/\/ Account domain and router name are from Step #1 - no need to change it here\r\n\r\n    \/\/   ChiliPiper.submit(leadObj[\"CPTenantDomain\"], leadObj[\"CPTenantRouter\"], {\r\n    \/\/     map: true,\r\n\r\n    \/\/     lead: leadObj,\r\n    \/\/   });\r\n    \/\/ }\r\n  }\r\n<\/script>\r\n\r\n\r\n<!-- New Iframe  -->\r\n<iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-04-09\/5b78v4\" width=\"100%\" height=\"700\" type=\"text\/html\" frameborder=\"0\" allowtransparency=\"true\" style=\"border: 0\"><\/iframe>\r\n\r\n\r\n\r\n\r\n\r\n\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_4a7b44616556f3236c5baf5a4624d427\"] {\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\t\tpadding-bottom: 0px !important;\n\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%2Fwfo%2Fguide-complet-de-la-gestion-des-performances-des-centres-de-contact-calabrio%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%2Fwfo%2Fguide-complet-de-la-gestion-des-performances-des-centres-de-contact-calabrio%2F&#038;text=Guide complet de la gestion des performances des centres de contact | Calabrio\"\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%2Fwfo%2Fguide-complet-de-la-gestion-des-performances-des-centres-de-contact-calabrio%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\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>Les centres de contact sont confront\u00e9s \u00e0 des attentes croissantes de la part des clients, \u00e0 des effectifs hybrides et \u00e0 des demandes de canaux complexes. Au milieu de ces changements, une v\u00e9rit\u00e9 s&rsquo;impose : la performance de votre personnel a un impact direct sur l&rsquo;exp\u00e9rience de vos clients et sur vos r\u00e9sultats op\u00e9rationnels.<\/p>\n<p>&nbsp;<\/p>\n<p>Pourtant, dans de nombreux centres de contact, une gestion efficace des performances ne fait pas partie de leur arsenal d&rsquo;am\u00e9lioration. Selon une <a href=\"https:\/\/www.calabrio.com\/fr\/le-rapport-sur-limpact-economique-total\/\">\u00e9tude r\u00e9cente de Metrigy<\/a>, pr\u00e8s d&rsquo;un tiers des centres de contact n&rsquo;utilisent pas de solution de gestion des performances.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans ce guide d\u00e9finitif, nous examinerons les raisons pour lesquelles, dans l&rsquo;environnement actuel, les organisations ne peuvent se permettre de passer \u00e0 c\u00f4t\u00e9 des avantages de la gestion moderne des performances. Nous vous fournirons \u00e9galement une liste de contr\u00f4le que vous pourrez utiliser pour pr\u00e9parer votre organisation \u00e0 une transformation aliment\u00e9e par la gestion des performances.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tQu&#039;est-ce que la gestion des performances des centres de contact ?\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>La gestion des performances (PM) n&rsquo;est pas un concept vague, c&rsquo;est un processus essentiel. C&rsquo;est la fa\u00e7on dont les centres de contact d\u00e9finissent, contr\u00f4lent, analysent et am\u00e9liorent en permanence les performances de leurs agents et de leurs op\u00e9rations afin d&rsquo;atteindre les objectifs de l&rsquo;entreprise. Il s&rsquo;agit de d\u00e9finir des attentes claires (KPI), de fournir un feedback et un coaching r\u00e9guliers, et de tirer parti de la technologie &#8211; notamment des <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-des-performances\/\">logiciels de gestion des performances des centres de contact &#8211; pour<\/a>suivre et acc\u00e9l\u00e9rer les progr\u00e8s.<\/p>\n<p>&nbsp;<\/p>\n<p>En effet, la <strong>MP<\/strong> est le lien entre la croissance des agents individuels et le succ\u00e8s de l&rsquo;organisation. Et lorsque la gestion du personnel est int\u00e9gr\u00e9e \u00e0 votre suite plus large de gestion de l&rsquo;engagement du personnel (Workforce Engagement Management, WEM) <a href=\"https:\/\/www.calabrio.com\/fr\/\"><strong>gestion de l&rsquo;engagement de la main-d&rsquo;\u0153uvre (WEM)<\/strong><\/a>elle offre plus qu&rsquo;un simple coaching &#8211; elle devient le moteur d&rsquo;un cycle continu de r\u00e9ussite.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tPourquoi la gestion des performances est plus importante que jamais\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Ce lien crucial fourni par le Premier ministre n&rsquo;est plus un luxe. Dans l&rsquo;environnement dynamique et concurrentiel d&rsquo;aujourd&rsquo;hui, il est essentiel pour la survie et la croissance. Vous voulez des preuves ? Demandez \u00e0 ceux qui ont b\u00e9n\u00e9fici\u00e9 des avantages d&rsquo;une MP efficace.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans l&rsquo;enqu\u00eate de Metrigy sur les centres de contact mondiaux, la <strong>gestion des performances est l&rsquo;application WEM la plus utilis\u00e9e par les organisations les plus performantes<\/strong>. Cette \u00e9tude r\u00e9v\u00e9latrice a \u00e9galement montr\u00e9 que :<\/p>\n<ul>\n<li><strong>37%<\/strong> des dirigeants d\u00e9clarent que la gestion de la production est l&rsquo;application WEM la plus importante, tandis que <strong>38,9%<\/strong> la placent en deuxi\u00e8me position.<\/li>\n<li><strong>21,6 %<\/strong> des responsables affirment qu&rsquo;il s&rsquo;agit du principal facteur d&rsquo;am\u00e9lioration de l&rsquo;efficacit\u00e9 des agents.<\/li>\n<li><strong>20 %<\/strong> d\u00e9clarent qu&rsquo;il s&rsquo;agit du principal facteur de fid\u00e9lisation des employ\u00e9s de leur entreprise.<\/li>\n<\/ul>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tLa gestion des performances dans une suite unifi\u00e9e : La colle qui tient le tout.\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Qu&rsquo;est-ce qui rend la gestion des performances si efficace pour les centres de contact les plus performants ? En deux mots : unification et int\u00e9gration.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans les \u00e9cosyst\u00e8mes fragment\u00e9s, le coaching est manuel, la programmation est d\u00e9connect\u00e9e de la performance et les informations sont dispers\u00e9es. Une suite WEM unifi\u00e9e et totalement int\u00e9gr\u00e9e r\u00e9sout ce probl\u00e8me.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>La gestion des performances relie les points de votre centre de contact :<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\">Gestion du personnel (WFM)<\/a>: Alignez le coaching et le suivi des objectifs sur les r\u00e9alit\u00e9s de la planification et des pr\u00e9visions.<\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/\">Gestion de la qualit\u00e9 (QM)<\/a>: D\u00e9clencher le coaching en fonction des r\u00e9sultats de l&rsquo;\u00e9valuation et des tendances comportementales<\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/analyse-des-interactions-avec-les-clients-le-guide-definitif-pour-2025\/\">Analyse des interactions et des conversations<\/a>: Identifiez les domaines dans lesquels un coaching est n\u00e9cessaire en fonction du sentiment des clients et des mod\u00e8les de conversation.<\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/apercus-sur-lia\/\">BI et tableaux de bord int\u00e9gr\u00e9s<\/a>: Regroupez en un seul endroit les KPI, les dossiers de coaching et le suivi des progr\u00e8s.<\/li>\n<li>Outils pour l&rsquo;exp\u00e9rience des agents : Donnez aux agents la visibilit\u00e9 et la responsabilit\u00e9 de leurs performances et de leur d\u00e9veloppement.<\/li>\n<\/ul>\n<p>Cette approche unifi\u00e9e transforme les victoires isol\u00e9es en un cycle continu d&rsquo;engagement des agents, d&rsquo;am\u00e9lioration mesurable des performances et d&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience client.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tComment tirer parti de la gestion de projet : Naviguez dans le cycle en cinq \u00e9tapes\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Comme nous l&rsquo;avons dit au d\u00e9but de notre guide, la gestion des performances n&rsquo;est pas un concept. Il ne s&rsquo;agit pas non plus d&rsquo;examens ponctuels. Il s&rsquo;agit d&rsquo;un cycle continu et dynamique. Dans leur qu\u00eate de croissance \u00e0 long terme et de r\u00e9sultats coh\u00e9rents, les responsables de centres de contact d&rsquo;aujourd&rsquo;hui suivent g\u00e9n\u00e9ralement un cycle en cinq \u00e9tapes :<\/p>\n<ol>\n<li><strong>D\u00e9finissez : D\u00e9finissez des ICP clairs bas\u00e9s sur les objectifs de l&rsquo;entreprise et les r\u00f4les des agents.<\/strong><\/li>\n<\/ol>\n<p>La clart\u00e9 est essentielle \u00e0 la performance. Pour r\u00e9ussir, vous devez d&rsquo;abord <strong>d\u00e9finir<\/strong> ce \u00e0 quoi ressemble chaque r\u00f4le en \u00e9tablissant des indicateurs de performance mesurables directement li\u00e9s \u00e0 vos objectifs commerciaux et d&rsquo;exp\u00e9rience client (CX) plus larges. Cela permet \u00e0 chaque agent de comprendre l&rsquo;impact de sa contribution individuelle sur l&rsquo;ensemble de la situation.<\/p>\n<ol start=\"2\">\n<li><strong>Surveillez : Suivez les performances en direct des syst\u00e8mes WEM gr\u00e2ce \u00e0 des tableaux de bord intuitifs.<\/strong><\/li>\n<\/ol>\n<p>Une fois les objectifs fix\u00e9s, vous devez <strong>surveiller les<\/strong> performances en direct de tous vos syst\u00e8mes. Un logiciel moderne de gestion des performances des centres de contact devrait rassembler les donn\u00e9es provenant de WFM, QM et des analyses dans des tableaux de bord intuitifs et bas\u00e9s sur les r\u00f4les, fournissant une source unique de v\u00e9rit\u00e9 pour les agents et les superviseurs.<\/p>\n<ol start=\"3\">\n<li><strong>Analysez : D\u00e9couvrez des informations exploitables.<\/strong><\/li>\n<\/ol>\n<p>Les donn\u00e9es ne sont utiles que lorsqu&rsquo;elles racontent une histoire. Au stade de l&rsquo;<strong>analyse<\/strong>, vous exploitez les analyses int\u00e9gr\u00e9es pour d\u00e9couvrir les \u00e9carts de performance, identifier les tendances positives et comprendre les causes profondes de ces \u00e9carts. Il s&rsquo;agit d&rsquo;aller au-del\u00e0 de ce qui se passe pour en comprendre les raisons.<\/p>\n<ol start=\"4\">\n<li><strong>Entra\u00eeneur : Fournissez un retour d&rsquo;information cibl\u00e9 et fond\u00e9 sur des donn\u00e9es.<\/strong><\/li>\n<\/ol>\n<p>C&rsquo;est ici que l&rsquo;analyse se transforme en action. L&rsquo;objectif est d&rsquo;<strong>encadrer<\/strong> avec pr\u00e9cision en fournissant un retour d&rsquo;information personnalis\u00e9 et opportun, fond\u00e9 sur des donn\u00e9es provenant de sources multiples. La gestion efficace de la performance des agents et le coaching moderne ne rel\u00e8vent pas de la conjecture, mais de l&rsquo;exp\u00e9rience :<\/p>\n<ul>\n<li><strong>Tirez le meilleur parti d&rsquo;un temps d&rsquo;entra\u00eenement limit\u00e9.<\/strong>  Aidez les superviseurs \u00e0 r\u00e9duire la pr\u00e9paration et \u00e0 passer directement aux choses s\u00e9rieuses lors des entretiens individuels.<\/li>\n<li><strong>Laissez les donn\u00e9es parler.<\/strong>  Faites appara\u00eetre automatiquement les objectifs et les comportements sur lesquels vous devez vous concentrer, afin que le coaching vous paraisse plus intelligent, et non dispers\u00e9.<\/li>\n<li><strong>Sachez ce qui fonctionne.<\/strong>  Suivez les sessions de coaching qui conduisent r\u00e9ellement \u00e0 une am\u00e9lioration, afin de vous concentrer sur les facteurs de changement.<\/li>\n<li><strong>Entra\u00eenez vos entra\u00eeneurs.<\/strong>  Voyez quels sont les superviseurs qui ont un impact &#8211; et qui pourraient avoir besoin d&rsquo;un peu de coaching eux-m\u00eames.<\/li>\n<li><strong>Tenez les agents au courant.<\/strong>  Lorsque les agents peuvent voir leurs propres indicateurs et commentaires, ils viennent au coaching pr\u00eats \u00e0 aller de l&rsquo;avant et non pas \u00e0 rattraper le temps perdu.<\/li>\n<li><strong>Coupez court au bruit.<\/strong>  Les sessions se concentrent sur les plus grandes opportunit\u00e9s, et non sur des suppositions, de sorte que le coaching s&rsquo;attaque rapidement \u00e0 la racine du probl\u00e8me.<\/li>\n<\/ul>\n<ol start=\"5\">\n<li><strong>Optimisez : Recalibrez les objectifs, les processus et les programmes en fonction de ce qui fonctionne.<\/strong><\/li>\n<\/ol>\n<p>La derni\u00e8re \u00e9tape est l&rsquo;<strong>optimisation<\/strong>. Sur la base des r\u00e9sultats de votre coaching et de votre analyse, vous recalibrez les objectifs, affinez les processus et ajustez les programmes de formation. Un certain module de coaching est-il particuli\u00e8rement efficace ? Redoublez d&rsquo;efforts. Un ICP n&rsquo;est plus pertinent ? Ajustez-le. Cette \u00e9tape permet \u00e0 votre strat\u00e9gie de performance de rester agile et efficace, en renvoyant de nouvelles informations \u00e0 l&rsquo;\u00e9tape \u00ab\u00a0D\u00e9finir\u00a0\u00bb pour recommencer le cycle.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tSurmonter les obstacles courants pour am\u00e9liorer les performances des centres de contact\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>La mise en \u0153uvre de ce cycle est transformatrice, mais de nombreuses organisations sont frein\u00e9es par des difficult\u00e9s persistantes. Avant d&rsquo;am\u00e9liorer les performances de votre centre de contact, il est essentiel d&rsquo;identifier les obstacles qui se dressent sur votre chemin.<br \/>\n<br \/>Les obstacles les plus fr\u00e9quents sont les suivants :<\/p>\n<ul>\n<li>Des syst\u00e8mes cloisonn\u00e9s qui rendent difficile la connexion des donn\u00e9es de performance entre les syst\u00e8mes WFM, QM et analytique.<\/li>\n<li>Des processus manuels qui ralentissent l&rsquo;accompagnement et rendent difficile l&rsquo;\u00e9volution.<\/li>\n<li>Manque de visibilit\u00e9 sur les tendances des performances en temps r\u00e9el et sur l&rsquo;efficacit\u00e9 du coaching.<\/li>\n<li>Des boucles de r\u00e9troaction incoh\u00e9rentes qui ne permettent pas aux agents de savoir comment s&rsquo;am\u00e9liorer.<\/li>\n<li>Des objectifs d\u00e9connect\u00e9s qui n&rsquo;alignent pas les performances des agents sur les r\u00e9sultats de l&rsquo;entreprise.<\/li>\n<\/ul>\n<p>Ces obstacles rendent difficile l&rsquo;instauration d&rsquo;une culture de l&rsquo;am\u00e9lioration continue. C&rsquo;est pourquoi la section suivante &#8211; notre <strong>liste de contr\u00f4le de l&rsquo;\u00e9tat de pr\u00e9paration en 10 points &#8211; est<\/strong>con\u00e7ue pour vous aider \u00e0 \u00e9valuer votre situation et les changements n\u00e9cessaires.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tListe de contr\u00f4le de l&#039;\u00e9tat de pr\u00e9paration en 10 points\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Avant de commencer, plongez-vous dans les d\u00e9tails et posez-vous les questions suivantes :<\/p>\n<ol>\n<li>Les indicateurs de performance cl\u00e9s sont-ils directement li\u00e9s aux objectifs de l&rsquo;entreprise et aux objectifs CX ?<\/li>\n<li>Pouvez-vous contr\u00f4ler les performances des syst\u00e8mes WFM, QM et analytique dans un seul syst\u00e8me ?<\/li>\n<li>Les donn\u00e9es sur les performances sont-elles mises \u00e0 jour assez fr\u00e9quemment pour permettre de prendre des mesures en temps utile ?<\/li>\n<li>Le coaching peut-il \u00eatre d\u00e9clench\u00e9 automatiquement sur la base d&rsquo;\u00e9v\u00e9nements li\u00e9s aux performances ?<\/li>\n<li>Les agents ont-ils acc\u00e8s en libre-service aux objectifs et au retour d&rsquo;information ?<\/li>\n<li>Vos tableaux de bord sont-ils personnalis\u00e9s par r\u00f4le et faciles \u00e0 parcourir ?<\/li>\n<li>Pouvez-vous faire du coaching sur tous les canaux d&rsquo;interaction ?<\/li>\n<li>Les r\u00e9sultats du coaching sont-ils suivis dans le temps pour chaque individu ?<\/li>\n<li>Pouvez-vous relier le coaching \u00e0 la programmation et aux flux de travail op\u00e9rationnels ?<\/li>\n<li>La gestion des performances est-elle pleinement int\u00e9gr\u00e9e dans vos processus quotidiens ?<\/li>\n<\/ol>\n<p><strong>Une fois que vous avez r\u00e9pondu \u00e0 ces questions, vous \u00eates pr\u00eat \u00e0 passer \u00e0 l&rsquo;action.<\/strong>  Utilisez vos r\u00e9ponses pour identifier les lacunes, hi\u00e9rarchiser les am\u00e9liorations et \u00e9laborer une strat\u00e9gie de gestion des performances en phase avec les objectifs de votre entreprise. Cette liste de contr\u00f4le n&rsquo;est pas seulement un diagnostic, c&rsquo;est une rampe de lancement pour la transformation.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tGestion des performances : Le centre du cycle de la r\u00e9ussite\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><div style=\"width: 946px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/09\/1757600768917-1.png\" alt=\"Illustration de la solution Calabrio Performance Management\" width=\"936\" height=\"490\"><p class=\"wp-caption-text\">Illustration de la solution Calabrio Performance Management<\/p><\/div>\n<p>Lorsque la gestion de la performance est int\u00e9gr\u00e9e \u00e0 votre plateforme WEM, elle alimente un cycle de r\u00e9ussite dans lequel :<\/p>\n<ul>\n<li>Des <strong>employ\u00e9s engag\u00e9s<\/strong> pour de meilleures performances<\/li>\n<li>L<strong>&lsquo;am\u00e9lioration des performances<\/strong> permet d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience des clients<\/li>\n<li>De <strong>meilleurs r\u00e9sultats pour les clients<\/strong> renforcent la fiert\u00e9 et la motivation des employ\u00e9s<\/li>\n<li>Le <strong>retour d&rsquo;information et le coaching en temps utile<\/strong> permettent de faire avancer le cycle.<\/li>\n<\/ul>\n<p>Plut\u00f4t que de travailler en silos, vos syst\u00e8mes, vos processus et vos collaborateurs sont align\u00e9s et s&rsquo;am\u00e9liorent constamment ensemble.<\/p>\n<\/span>\n\t\t\t<\/div>\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<h2 style=\"color: #080F21\">\n\t\t\t\tR\u00e9flexions finales\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>La gestion des performances n&rsquo;est plus facultative. Dans le centre de contact moderne, c&rsquo;est le tissu conjonctif qui relie la croissance individuelle aux r\u00e9sultats de l&rsquo;entreprise. Et lorsqu&rsquo;il est int\u00e9gr\u00e9 \u00e0 votre suite WEM, il devient le m\u00e9canisme central de l&rsquo;engagement, de la productivit\u00e9 et de la transformation.<\/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_5e32be75c86c9304644519d5547814c4\"] {\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: 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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_5e32be75c86c9304644519d5547814c4\"] {\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\tclass=\"pre-footer-cta\"\n\tdata-theme-block-id=\"block_deed2931e667770a6f40eccf205fc4bf\"\n\tid=\"\"\n\tstyle=\"\n\t--main-title-color: #080F21;\n\t--main-description-color: #344679;\n\t--sub-title-color: #080F21;\n\t--sub-description-color: #344679;\n\t--link-color: #080F21;\n\t\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"container flex flex-col xl:flex-row overflow-hidden !px-0 border-t-thin border-stroke-primary\">\n\t\t<div class=\"relative flex flex-col-reverse justify-between md:flex-row w-full pre-footer-cta__content px-page-margin md:pr-0\">\n\t\t\t<div class=\"flex flex-col md:justify-center gap-c\/xxl md:pr-l\/m md:gap-c\/l pb-l\/xxl pt-c\/xxl md:pt-l\/xxl\">\n\t\t\t\t<div class=\"min-h-[140px] lg:min-h-[268px]\">\n\t\t\t\t\t<h2 class=\"heading-large mb-c\/m w-full text-[var(--main-title-color)]\">Vous \u00eates pr\u00eat \u00e0 commencer ?<\/h2>\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg w-[90%] text-[var(--main-description-color)]\"><p>D\u00e9couvrez Calabrio ONE en action gr\u00e2ce \u00e0 une d\u00e9monstration gratuite.<\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"flex flex-col xl:flex-row gap-c\/m\" data-aos=\"fade-up\">\n\t\t\t\t\t\t<a\t\tclass=\"btn-primary pl-c\/l pr-c\/l\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" target=\"_self\" \t>\n\t\t<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\t<a\t\tclass=\"btn-secondary pl-c\/l pr-c\/l\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/obtenir-un-devis\/\" title=\"Obtenir un devis\" aria-label=\"Obtenir un devis\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">Obtenir un devis<\/span>\n\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"w-[127%] md:w-[72%] relative\">\n\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\thidden md:block h-full image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img md:aspect-[340\/502] lg:aspect-[492\/540] md:h-full\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/pre-footer-image-e1743758755165-1-19-01-2026-15_39_42_818.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/pre-footer-image-e1743758755165-1-19-01-2026-15_39_42_818.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/pre-footer-image-e1743758755165-1-19-01-2026-15_39_42_818.webp 1673w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/pre-footer-image-e1743758755165-1-19-01-2026-15_39_42_818-248x300.webp 248w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/pre-footer-image-e1743758755165-1-19-01-2026-15_39_42_818-848x1024.webp 848w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/pre-footer-image-e1743758755165-1-19-01-2026-15_39_42_818-768x927.webp 768w, 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