{"id":38645,"date":"2025-11-10T15:07:17","date_gmt":"2025-11-10T15:07:17","guid":{"rendered":"https:\/\/www.calabrio.com\/wfo\/guide-definitif-de-calabrio-workforce-intelligence\/"},"modified":"2025-11-10T19:24:40","modified_gmt":"2025-11-10T19:24:40","slug":"guide-definitif-de-calabrio-workforce-intelligence","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/wfo\/guide-definitif-de-calabrio-workforce-intelligence\/","title":{"rendered":"Guide d\u00e9finitif de Calabrio Workforce Intelligence"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_336c9fa2b68478ba21ca44433e118743\"\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\tLe guide d\u00e9finitif de la Workforce Intelligence\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><span data-contrast=\"auto\">Le centre de contact moderne est plus complexe et volatile que jamais. Les anciens outils de WFM n&rsquo;ont pas \u00e9t\u00e9 con\u00e7us pour cette nouvelle r\u00e9alit\u00e9, ce qui entra\u00eene le non-respect des accords de niveau de service, la frustration des clients et l&rsquo;\u00e9puisement des agents. D\u00e9couvrez comment vous pouvez prendre les devants avec le logiciel Calabrio Workforce Intelligence.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"auto\">Pr\u00eat \u00e0 devancer le changement gr\u00e2ce \u00e0 la meilleure solution de Workforce Intelligence du secteur ? Planifiez une d\u00e9monstration d\u00e8s aujourd&rsquo;hui.<\/span><\/b><span> <\/span><\/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 src=\"https:\/\/info.calabrio.com\/l\/134381\/2024-04-05\/8tvw2g\" width=\"100%\" height=\"750\" class=\"book_frm\" type=\"text\/html\" frameborder=\"0\" allowTransparency=\"true\" style=\"border: 0\"><\/iframe> -->\n\n<!-- <script src=\"https:\/\/js.chilipiper.com\/marketing.js\" type=\"text\/javascript\" async><\/script> -->\n\n<script>\n  var leadObj = {};\n\n  \/\/Below is the event listener that will listen for the Pardot Events\n\n  window.addEventListener(\"message\", receiveMessage, false);\n\n  function receiveMessage(event) {\n    \/\/ Form data ready, update leadObj\n\n    if (\n      event.data &&\n      event.data.message === \"PARDOT_DATA_READY\" &&\n      event.data.data\n    ) {\n      leadObj = event.data.data; \/\/ Update leadObj\n    }\n\n    \/\/ Form was submitted and validated, call ChiliPiper\n\n    \/\/ if (event.data && event.data.message === \"PARDOT_FORM_SUCCESS\") {\n    \/\/   \/\/ Account domain and router name are from Step #1 - no need to change it here\n\n    \/\/   ChiliPiper.submit(leadObj[\"CPTenantDomain\"], leadObj[\"CPTenantRouter\"], {\n    \/\/     map: true,\n\n    \/\/     lead: leadObj,\n    \/\/   });\n    \/\/ }\n  }\n<\/script>\n\n\n\n<!-- New Iframe -->\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>\n\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_336c9fa2b68478ba21ca44433e118743\"] {\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%2Fwfo%2Fguide-definitif-de-calabrio-workforce-intelligence%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-definitif-de-calabrio-workforce-intelligence%2F&#038;text=Guide d\u00e9finitif de Calabrio Workforce Intelligence\"\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-definitif-de-calabrio-workforce-intelligence%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><span data-contrast=\"auto\">La vie au sein du centre de contact a toujours \u00e9t\u00e9 rythm\u00e9e. Mais aujourd&rsquo;hui, leur r\u00e9alit\u00e9 peut \u00eatre carr\u00e9ment vertigineuse.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Tout d&rsquo;abord, il n&rsquo;y a plus de <\/span><i><span data-contrast=\"auto\">\u00e0 l&rsquo;int\u00e9rieur <\/span><\/i> <span data-contrast=\"auto\">de la plupart des centres de contact. Les \u00e9quipes hybrides proposent d\u00e9sormais des exp\u00e9riences de vente et de service \u00e0 partir de pratiquement n&rsquo;importe quel endroit. Et leurs clients ? Ils exigent un service personnalis\u00e9 et efficace \u00e0 tout moment et sur n&rsquo;importe quel canal.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">C&rsquo;est une nouvelle \u00e8re de l&rsquo;exp\u00e9rience client. Elle se d\u00e9finit par une volatilit\u00e9 sans pr\u00e9c\u00e9dent, des attentes toujours plus grandes et une complexit\u00e9 op\u00e9rationnelle qui cro\u00eet de jour en jour.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Il s&rsquo;agit \u00e9galement d&rsquo;une \u00e8re qui pousse les outils traditionnels du centre de contact jusqu&rsquo;\u00e0 leurs limites, voire au-del\u00e0. De nombreux syst\u00e8mes de gestion des ressources humaines (WFM) statiques, bas\u00e9s sur des r\u00e8gles et h\u00e9rit\u00e9s du pass\u00e9 peinent \u00e0 suivre le rythme du changement, laissant trop d&rsquo;\u00e9quipes \u00e0 la tra\u00eene. Avec des pr\u00e9visions inexactes, des calendriers inefficaces et une incapacit\u00e9 \u00e0 s&rsquo;adapter en temps r\u00e9el, les \u00e9quipes accumulent les cons\u00e9quences : des accords de niveau de service non respect\u00e9s, des clients frustr\u00e9s et des agents \u00e9puis\u00e9s.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Il est temps d&rsquo;adopter une nouvelle approche. Il est temps d&rsquo;arr\u00eater  <\/span><i><span data-contrast=\"auto\">g\u00e9rer <\/span><\/i><span data-contrast=\"auto\">le chaos et <\/span><i><span data-contrast=\"auto\">\u00e9liminer <\/span><\/i> <span data-contrast=\"auto\">avec intelligence. Ce guide explique ce que cela signifie de diriger avec  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-workforce-intelligence-wfi-projet-de-page-datterrissage\/\"><span data-contrast=\"none\">Calabrio Workforce Intelligence<\/span><\/a><span data-contrast=\"auto\">qui d\u00e9crit la strat\u00e9gie moderne ax\u00e9e sur l&rsquo;IA et le changement fondamental qui peuvent r\u00e9soudre les d\u00e9fis critiques des centres de contact d&rsquo;aujourd&rsquo;hui et alimenter une op\u00e9ration plus agile, plus r\u00e9siliente et plus performante.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2><\/h2>\n<h2><span data-contrast=\"none\">Pourquoi le WFM traditionnel ne peut plus suivre<\/span><\/h2>\n<p><span data-contrast=\"auto\">Alors que les syst\u00e8mes WFM traditionnels apportaient autrefois un ordre essentiel au centre de contact, nombre d&rsquo;entre eux sont aujourd&rsquo;hui pouss\u00e9s \u00e0 leurs limites. Le \u00ab\u00a0WFM d&rsquo;hier\u00a0\u00bb est un ensemble de principes et de technologies con\u00e7us pour une \u00e9poque plus pr\u00e9visible. Aujourd&rsquo;hui, ils sont souvent mal adapt\u00e9s \u00e0 la r\u00e9alit\u00e9 fluide et rapide de l&rsquo;exp\u00e9rience client moderne, ce qui cr\u00e9e un foss\u00e9 qui peut entra\u00eener des d\u00e9fis op\u00e9rationnels importants.<\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3><span data-contrast=\"none\">Limit\u00e9 par des syst\u00e8mes inflexibles<\/span><span> <\/span><\/h3>\n<p><span data-contrast=\"auto\">Les plateformes WFM traditionnelles sont souvent construites sur des architectures rigides, bas\u00e9es sur des r\u00e8gles, qui laissent peu de place \u00e0 l&rsquo;impr\u00e9vu. Qu&rsquo;ils soient sur site ou simplement h\u00e9berg\u00e9s dans le nuage, ces syst\u00e8mes peuvent avoir du mal \u00e0 s&rsquo;adapter \u00e0 des hausses soudaines du volume de client\u00e8le, \u00e0 des changements impr\u00e9vus de la demande ou au besoin de mod\u00e8les de dotation cr\u00e9atifs et flexibles. Cette rigidit\u00e9 n\u00e9cessite souvent une intervention manuelle constante, ce qui contraint les \u00e9quipes \u00e0 adopter une attitude r\u00e9active et \u00e0 essayer en permanence de rattraper leur retard.<\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3><span data-contrast=\"none\">L&rsquo;approche \u00ab\u00a0boulonn\u00e9e\u00a0\u00bb de l&rsquo;IA<\/span><span> <\/span><\/h3>\n<p><span data-contrast=\"auto\">Dans un effort de modernisation, de nombreux fournisseurs ont ajout\u00e9 une couche d&rsquo;intelligence artificielle \u00e0 leurs syst\u00e8mes existants. Cependant, cette approche \u00ab\u00a0boulonn\u00e9e\u00a0\u00bb peine souvent \u00e0 apporter une valeur transformationnelle. Lorsque l&rsquo;IA n&rsquo;est pas int\u00e9gr\u00e9e au c\u0153ur d&rsquo;un syst\u00e8me, son impact sera toujours limit\u00e9. Elle peut am\u00e9liorer une pr\u00e9vision individuelle, mais elle ne peut g\u00e9n\u00e9ralement pas conduire \u00e0 l&rsquo;automatisation en profondeur n\u00e9cessaire pour optimiser v\u00e9ritablement les op\u00e9rations. C&rsquo;est comme si l&rsquo;on ajoutait un GPS \u00e0 une voiture alors que l&rsquo;on a besoin d&rsquo;un moteur plus puissant.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span data-contrast=\"none\">Le co\u00fbt \u00e9lev\u00e9 du retard<\/span><span> <\/span><\/h3>\n<p><span data-contrast=\"auto\">Le fait de s&rsquo;appuyer sur des outils existants face \u00e0 la volatilit\u00e9 peut avoir un impact significatif sur les r\u00e9sultats et sur le moral des travailleurs de premi\u00e8re ligne. Les co\u00fbts op\u00e9rationnels de l&rsquo;inefficacit\u00e9 peuvent \u00eatre consid\u00e9rables, allant de  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/pourquoi-les-sureffectifs-et-les-sous-effectifs-nuisent-a-vos-resultats-et-comment-le-wfm-peut-y-remedier\/\"><span data-contrast=\"none\">sureffectif<\/span><\/a><span data-contrast=\"auto\">  Le co\u00fbt des heures suppl\u00e9mentaires n\u00e9cessaires pour couvrir les lacunes du service est tr\u00e8s \u00e9lev\u00e9. Et le co\u00fbt humain est tout aussi important. La rigidit\u00e9 de ces syst\u00e8mes peut \u00eatre l&rsquo;un des principaux facteurs de d\u00e9saffection des agents. Avec les co\u00fbts de remplacement  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/how-to-beat-agent-attrition\/\"><span data-contrast=\"none\">jusqu&rsquo;\u00e0 20 000 dollars par agent<\/span><\/a><span data-contrast=\"auto\">La perte financi\u00e8re peut \u00eatre consid\u00e9rable. De plus, une rotation constante entra\u00eene des niveaux de service incoh\u00e9rents, ce qui a un impact direct sur la qualit\u00e9 de la relation client et nuit \u00e0 la fid\u00e9lit\u00e9 des clients, durement acquise.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2><span data-contrast=\"none\">D\u00e9finir une nouvelle cat\u00e9gorie : Calabrio Workforce Intelligence<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Pour surmonter les limites du pass\u00e9, il faut une cat\u00e9gorie de solutions enti\u00e8rement nouvelle. Calabrio Workforce Intelligence (WFI) est l&rsquo;\u00e9volution n\u00e9cessaire du WFM, con\u00e7u pour g\u00e9rer la vitesse et la complexit\u00e9 du centre de contact moderne, aliment\u00e9 par l&rsquo;IA.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2><span data-contrast=\"none\">Qu&rsquo;est-ce que l&rsquo;intelligence \u00e9conomique ?<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Calabrio WFI red\u00e9finit le WFM pour l&rsquo;\u00e8re de l&rsquo;IA. Il s&rsquo;agit d&rsquo;une approche holistique qui combine l&rsquo;automatisation en temps r\u00e9el, les pr\u00e9visions adaptatives et la conception \u00a0\u00bb agent-first \u00a0\u00bb pour stimuler la performance, l&rsquo;agilit\u00e9 et l&rsquo;engagement. Notre solution Workforce Intelligence se d\u00e9finit par plusieurs caract\u00e9ristiques cl\u00e9s :<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h4>\u2705 Cloud-Native<\/h4>\n<p><span data-contrast=\"auto\">L&rsquo;<strong>architecture cloud native de niveau entreprise<\/strong> constitue la base de la performance des effectifs modernes. Contrairement aux syst\u00e8mes traditionnels, il a \u00e9t\u00e9 con\u00e7u pour le cloud, ce qui signifie qu&rsquo;il offre une \u00e9volutivit\u00e9, une r\u00e9silience et une rapidit\u00e9 in\u00e9gal\u00e9es.  <\/span><span> <\/span><\/p>\n<h4>\u2705 Apprendre en permanence<\/h4>\n<p><span data-contrast=\"auto\">Calabrio WFI n&rsquo;est pas un outil statique. Il s&rsquo;agit d&rsquo;un <strong>syst\u00e8me dynamique qui tire constamment des enseignements des r\u00e9sultats obtenus<\/strong>. En analysant de nouvelles donn\u00e9es, elle affine ses propres mod\u00e8les afin d&rsquo;am\u00e9liorer la pr\u00e9cision des pr\u00e9visions, d&rsquo;optimiser les calendriers et de renforcer la r\u00e9silience \u00e0 long terme.<\/span><span> <\/span><\/p>\n<h4>\u2705 L&rsquo;IA au c\u0153ur du syst\u00e8me<\/h4>\n<p><span data-contrast=\"auto\">L&rsquo;intelligence n&rsquo;est pas un ajout, c&rsquo;est le moteur qui am\u00e9liore chaque capacit\u00e9 de base, de la <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/previsions-et-ordonnancement\/\">pr\u00e9vision et de la programmation<\/a> \u00e0 la gestion intrajournali\u00e8re en temps r\u00e9el. Notre <strong>syst\u00e8me<\/strong> <strong>enti\u00e8rement<\/strong> <strong>int\u00e9gr\u00e9 permet une automatisation plus intelligente et de meilleures d\u00e9cisions \u00e0 chaque \u00e9tape.<\/strong> Des fonctionnalit\u00e9s telles que les pr\u00e9visions aliment\u00e9es par l&rsquo;IA apprennent et \u00e9voluent avec votre entreprise, r\u00e9duisant consid\u00e9rablement les co\u00fbts d&rsquo;exploitation gr\u00e2ce \u00e0 une pr\u00e9cision parfaite et en \u00e9liminant les solutions manuelles et le besoin d&rsquo;outils suppl\u00e9mentaires.<\/span><\/p>\n<h4>\u2705 Agilit\u00e9 autonome<\/h4>\n<p><span data-contrast=\"auto\">Notre plateforme est con\u00e7ue pour agir, et pas seulement pour rendre compte. Lorsque l&rsquo;impr\u00e9vu survient, qu&rsquo;il s&rsquo;agisse d&rsquo;une hausse soudaine du volume d&rsquo;appels ou d&rsquo;une p\u00e9nurie impr\u00e9vue d&rsquo;agents, Calabrio<strong>Workforce Intelligence r\u00e9agit instantan\u00e9ment en prenant des d\u00e9cisions autonomes en temps r\u00e9el.<\/strong> R\u00e9duisez le besoin d&rsquo;interventions manuelles, prot\u00e9gez les accords de niveau de service et veillez \u00e0 ce que la satisfaction des clients reste \u00e9lev\u00e9e, quoi qu&rsquo;il arrive.<\/span><span> <\/span><\/p>\n<h4>\u2705 Agent-First Design<\/h4>\n<p><span data-contrast=\"auto\">Un agent responsabilis\u00e9 est un agent efficace. Calabrio WFI est <strong>con\u00e7u de mani\u00e8re unique pour responsabiliser les agents, en fournissant des outils qui favorisent l&rsquo;engagement et r\u00e9duisent le taux de d\u00e9sabonnement.<\/strong> Des fonctionnalit\u00e9s telles que l&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/actualisation-de-lauto-programmation\/\">auto-planification flexible<\/a> et l&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-workforce-intelligence-wfi-projet-de-page-datterrissage\/fonction-calabrio-agent-assist\/\">assistance en temps r\u00e9el gr\u00e2ce \u00e0 l &lsquo;IA des<\/a> agents donnent \u00e0 ces derniers un sentiment d&rsquo;utilit\u00e9 et de contr\u00f4le. Il en r\u00e9sulte un engagement plus fort, une fid\u00e9lisation nettement am\u00e9lior\u00e9e, des co\u00fbts d&#8217;embauche et de formation r\u00e9duits et, en fin de compte, une exp\u00e9rience client plus forte.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2><span data-contrast=\"none\">En un coup d&rsquo;\u0153il : De WFM \u00e0 Calabrio WFI<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Contrairement au WFM traditionnel, qui s&rsquo;occupe principalement de la planification et du suivi, Calabrio Workforce Intelligence unifie les donn\u00e9es, applique l&rsquo;IA pour d\u00e9couvrir des mod\u00e8les et fournit des informations proactives et explicables qui guident \u00e0 la fois les agents et les superviseurs en temps r\u00e9el.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<figure class=\"wp-block-table is-style-regular\"><table class=\"has-fixed-layout\"><thead><tr><th class=\"has-text-align-center\" data-align=\"center\">T\u00e2che principale<\/th><th class=\"has-text-align-center\" data-align=\"center\">Calabrio Workforce Intelligence<\/th><th class=\"has-text-align-center\" data-align=\"center\">WFM traditionnel h\u00e9rit\u00e9<\/th><\/tr><\/thead><tbody><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Pr\u00e9vision<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Apprend \u00e0 partir de donn\u00e9es historiques et en temps r\u00e9el pour fournir des pr\u00e9visions adaptables et tr\u00e8s pr\u00e9cises, r\u00e9duisant ainsi les sureffectifs et les sous-effectifs, am\u00e9liorant les accords de niveau de service et contr\u00f4lant les co\u00fbts.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">Utilise des moyennes historiques statiques et des mises \u00e0 jour manuelles.  <\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Gestion intrajournali\u00e8re<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Adapte automatiquement les horaires en fonction des \u00e9v\u00e9nements en direct, garantissant une dotation optimale tout au long de la journ\u00e9e et minimisant les interruptions de service.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">N\u00e9cessite des mises \u00e0 jour manuelles et des flux de travail rigides.  <\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Planification<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Donnez de l&rsquo;autonomie aux agents en leur proposant des horaires personnalis\u00e9s en fonction de leurs pr\u00e9f\u00e9rences, de leurs performances et de leur comportement, afin d&rsquo;am\u00e9liorer la satisfaction, la fid\u00e9lisation et l&rsquo;engagement.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">Priorit\u00e9 \u00e0 la couverture avec une flexibilit\u00e9 limit\u00e9e pour les individus.  <\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Prise de d\u00e9cision<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Il fournit des recommandations bas\u00e9es sur l&rsquo;IA et ex\u00e9cute les changements de calendrier approuv\u00e9s en temps r\u00e9el, ce qui stimule l&rsquo;agilit\u00e9, r\u00e9duit les erreurs et lib\u00e8re les \u00e9quipes WFM pour qu&rsquo;elles se concentrent sur la strat\u00e9gie.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">S&rsquo;appuie sur une interpr\u00e9tation et une action manuelles.  <\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Apprentissage et am\u00e9lioration<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Am\u00e9liore en permanence la pr\u00e9cision et l&rsquo;efficacit\u00e9 en tirant des enseignements des r\u00e9sultats, sans frais g\u00e9n\u00e9raux suppl\u00e9mentaires ni intervention manuelle.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">N\u00e9cessite une analyse et une configuration manuelles.  <\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Perspectives<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Combine le WFM avec les donn\u00e9es de QM et de sentiment pour guider une planification plus intelligente de l&#8217;embauche, du coaching et de la planification, sur la base des performances r\u00e9elles des employ\u00e9s.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">Fonctionne en silos, sans tenir compte des performances ou des sentiments.  <\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\"><strong>Assistance aux agents et aux superviseurs<\/strong> <\/td><td class=\"has-text-align-center\" data-align=\"center\">Les assistants IA int\u00e9gr\u00e9s agissent comme des experts WFM toujours disponibles, aidant les utilisateurs \u00e0 prendre des d\u00e9cisions plus rapides, mieux inform\u00e9es et faciles \u00e0 ma\u00eetriser.  <\/td><td class=\"has-text-align-center\" data-align=\"center\">Complexe \u00e0 apprendre, difficile \u00e0 ma\u00eetriser.  <\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><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\"><h2><span data-contrast=\"none\">Des fonctionnalit\u00e9s intelligentes et pr\u00eates pour l&rsquo;avenir<\/span><\/h2>\n<p><span data-contrast=\"auto\">En plus des fonctions essentielles de planification des effectifs, Calabrio Workforce Intelligence a un impact sur l&rsquo;ensemble du centre de contact gr\u00e2ce \u00e0 trois caract\u00e9ristiques cl\u00e9s :<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3><span data-contrast=\"none\">Aide \u00e0 l&rsquo;agent<\/span><span> <\/span><\/h3>\n<p><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-workforce-intelligence-wfi-projet-de-page-datterrissage\/agent-assist-2\/\"><span data-contrast=\"none\">Calabrio Agent Assist<\/span><\/a><span data-contrast=\"auto\">, votre copilote d&rsquo;agent dot\u00e9 d&rsquo;une intelligence artificielle, permet aux agents de s&rsquo;\u00e9panouir et aux responsables de gagner du temps. Conversationnelle, intelligente et ax\u00e9e sur les politiques, elle permet aux agents de g\u00e9rer des t\u00e2ches de planification telles que la v\u00e9rification des \u00e9quipes, la demande de cong\u00e9s ou le volontariat pour des heures suppl\u00e9mentaires, en temps r\u00e9el et dans plus de 50 langues.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Disponible dans l&rsquo;application mobile Calabrio et dans l&rsquo;application Calabrio WFM MyTime, Agent Assist utilise un langage naturel et humain pour r\u00e9pondre aux besoins des agents l\u00e0 o\u00f9 ils se trouvent. En \u00e9liminant les retards, les tickets et les conjectures, il apporte clart\u00e9 et contr\u00f4le aux employ\u00e9s tout en redonnant aux responsables un temps pr\u00e9cieux.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"auto\">\ud83d\udd0d<\/span><\/b><b> <\/b><span style=\"text-decoration: underline\"><b>Pourquoi c&rsquo;est important :<\/b><\/span><span data-contrast=\"auto\">  Les agents sont confront\u00e9s aux appels les plus difficiles &#8211; \u00e9motionnels, complexes, \u00e0 fort enjeu. Agent Assist leur apporte confiance et soutien, r\u00e9duisant ainsi l&rsquo;\u00e9puisement professionnel et am\u00e9liorant les r\u00e9sultats pour les clients.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3><span data-contrast=\"none\">Actions pr\u00e9dictives<\/span><span> <\/span><\/h3>\n<p><span data-contrast=\"auto\">Predictive Actions est un assistant aliment\u00e9 par l&rsquo;IA pour les op\u00e9rations des centres de contact qui aide les responsables WFM et les analystes en temps r\u00e9el \u00e0 d\u00e9tecter les probl\u00e8mes en temps r\u00e9el, \u00e0 pr\u00e9dire leur impact et \u00e0 agir imm\u00e9diatement. Au lieu de suivre plusieurs tableaux de bord, ils re\u00e7oivent des alertes pr\u00e9coces sur les niveaux de service, l&rsquo;occupation, l&rsquo;adh\u00e9sion et l&rsquo;exactitude des pr\u00e9visions &#8211; avec des actions recommand\u00e9es comme la redistribution de la charge de travail, l&rsquo;ajustement des horaires ou des pauses, l&rsquo;offre d&rsquo;heures suppl\u00e9mentaires, la modification du personnel ou la refonte des pr\u00e9visions.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><b><span data-contrast=\"auto\">\ud83d\udd0d<\/span><\/b><b> <\/b><span style=\"text-decoration: underline\"><b>Pourquoi c&rsquo;est important :<\/b><\/span><span data-contrast=\"auto\">  La volatilit\u00e9 est constante. Les actions pr\u00e9dictives remplacent la lutte contre les incendies par la pr\u00e9voyance, ce qui permet aux op\u00e9rations d&rsquo;\u00eatre toujours pr\u00eates.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3>Assistant superviseur<\/h3>\n<p><span data-contrast=\"auto\">Avec Supervisor Assist, au lieu de fouiller dans de multiples tableaux de bord, les superviseurs peuvent simplement poser des questions en langage clair et obtenir instantan\u00e9ment des r\u00e9ponses. Enti\u00e8rement int\u00e9gr\u00e9 \u00e0 WFI, Supervisor Assist analyse proactivement les risques, d\u00e9tecte les anomalies et les tendances \u00e9mergentes, et propose des recommandations de coaching en temps r\u00e9el. Lib\u00e9rez vos coachs pour qu&rsquo;ils s&rsquo;occupent davantage de ce qui compte le plus : un engagement efficace des agents, un coaching percutant et une prise de d\u00e9cision agile qui permet d&rsquo;augmenter les ventes et d&rsquo;am\u00e9liorer le service.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><b><span data-contrast=\"auto\">\ud83d\udd0d<\/span><\/b><b> <\/b><span style=\"text-decoration: underline\"><b>Pourquoi c&rsquo;est important :<\/b><\/span><span data-contrast=\"auto\">  Les superviseurs passent trop de temps \u00e0 r\u00e9agir. Supervisor Assist fait d&rsquo;eux des leaders proactifs qui stimulent l&rsquo;engagement et les r\u00e9sultats.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2><span data-contrast=\"none\">Votre chemin vers un centre de contact plus intelligent<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Adopter Calabrio Workforce Intelligence est plus qu&rsquo;une mise \u00e0 jour technologique, c&rsquo;est une d\u00e9cision strat\u00e9gique pour construire un avantage concurrentiel. Cela signifie qu&rsquo;il faut passer d&rsquo;une attitude r\u00e9active &#8211; en essayant constamment de rattraper le retard &#8211; \u00e0 une attitude proactive o\u00f9 vos op\u00e9rations sont toujours pr\u00eates pour l&rsquo;avenir. Il s&rsquo;agit de construire une entreprise qui ne se contente pas de g\u00e9rer le changement, mais qui le surpasse.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3><span data-contrast=\"none\">D\u00e9marrer avec Calabrio Workforce Intelligence<\/span><span> <\/span><\/h3>\n<p><span data-contrast=\"auto\">Le passage \u00e0 une plateforme de gestion du personnel plus intelligente est plus simple que vous ne le pensez. En tant que solution native, Calabrio Workforce Intelligence est con\u00e7ue pour un d\u00e9ploiement rapide et une int\u00e9gration transparente avec votre \u00e9cosyst\u00e8me existant. Notre \u00e9quipe d&rsquo;experts s&rsquo;appuie sur des d\u00e9cennies d&rsquo;exp\u00e9rience op\u00e9rationnelle pour vous guider dans une transition en douceur et vous garantir un d\u00e9lai de rentabilisation plus court.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">L&rsquo;\u00e8re du WFM traditionnel est r\u00e9volue. L&rsquo;\u00e8re de la Workforce Intelligence est arriv\u00e9e. Vos concurrents n&rsquo;attendent pas, pas plus que vos clients ou vos agents.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><b><span data-contrast=\"auto\">Pr\u00eat \u00e0 prendre le virage et \u00e0 devancer le changement ?<\/span><\/b><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Contactez nous d\u00e8s aujourd&rsquo;hui pour <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"><span data-contrast=\"none\">planifier une d\u00e9monstration personnalis\u00e9e<\/span><\/a><span data-contrast=\"auto\"> et d\u00e9couvrir ce que Calabrio Workforce Intelligence peut faire pour votre organisation.<\/span><span data-ccp-props=\"{}\"> <\/span><\/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_65c07b3ddcde6759df57c862f755c3d4\"] {\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_65c07b3ddcde6759df57c862f755c3d4\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t<div class=\"flex flex-col flex-1 basis-0 gap-c\/m \">\n\t\t\t\t\t\t\t\t\t\t<h2 class=\"featured-resources__headline heading-small\">\n\t\t\t\t\t\tRessources en vedette\t\t\t\t<\/h2>\n\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/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\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\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" 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\/doc\/etat-du-centre-de-contact-2025\/\" aria-label=\"\u00c9tat du centre de contact 2025\">\n\t\t\t\t\t\u00c9tat du centre de contact 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. 28, 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\/doc\/etat-du-centre-de-contact-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\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\/featue_image_ETI.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/featue_image_ETI.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/featue_image_ETI.webp 563w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/03\/featue_image_ETI-300x256.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\/le-rapport-sur-limpact-economique-total\/\" aria-label=\"Le rapport sur l&rsquo;impact \u00e9conomique total\">\n\t\t\t\t\tLe rapport sur l&rsquo;impact \u00e9conomique total\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\">Ao\u00fbt. 22, 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\/le-rapport-sur-limpact-economique-total\/\" 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_65c07b3ddcde6759df57c862f755c3d4\"] {\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_81c04a8bde1950a73b79d8f474f2916d\"\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 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button__icon--right lint-ignore w-[var(--Base-Grid-Grid-24)] h-[var(--Base-Grid-Grid-24)] !text-[var(--link-color)] group-hover:!text-text-highlight-aaa\"  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\">Centre de d\u00e9monstration<\/span>\n\t<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_81c04a8bde1950a73b79d8f474f2916d\"] {\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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