{"id":38798,"date":"2025-11-18T11:10:36","date_gmt":"2025-11-18T11:10:36","guid":{"rendered":"https:\/\/www.calabrio.com\/voix-de-lagent-2025\/"},"modified":"2025-12-15T05:49:17","modified_gmt":"2025-12-15T05:49:17","slug":"voix-de-lagent-2025","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/fr\/voix-de-lagent-2025\/","title":{"rendered":"Voix de l&rsquo;agent 2025"},"content":{"rendered":"<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-columns hero_sec is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h1 class=\"wp-block-heading\" id=\"h-la-voix-de-l-agent\">La voix de l&rsquo;agent<\/h1>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p>En partenariat avec <em>Get Out of Wrap<\/em>, Calabrio a interrog\u00e9 <strong>540 agents de centres de contact<\/strong> sur leurs r\u00e9alit\u00e9s, r\u00e9v\u00e9lant ainsi de puissantes informations sur l&#8217;empathie, l&rsquo;IA et l&rsquo;avenir du travail.<br>  <\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-buttons two_button_container is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-button has-custom-width wp-block-button__width-25 btn-primary is-style-fill\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"#GetTheReport\" style=\"border-radius:30px;background-color:#e3120a\">T\u00c9L\u00c9CHARGEZ LE RAPPORT<\/a><\/div>\n<\/div><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\"><\/div><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<script src=\"https:\/\/fast.wistia.com\/player.js\" async=\"\"><\/script><script src=\"https:\/\/fast.wistia.com\/embed\/srsr4b30db.js\" async=\"\" type=\"module\"><\/script><style>wistia-player[media-id='srsr4b30db']:not(:defined) { background: center \/ contain no-repeat url('https:\/\/fast.wistia.com\/embed\/medias\/srsr4b30db\/swatch'); display: block; filter: blur(5px); padding-top:56.25%; }<\/style> <wistia-player media-id=\"srsr4b30db\" aspect=\"1.7777777777777777\"><\/wistia-player>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>\n\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_709faf5341028da72f7d7478836d3497\"\n\tstyle=\"background-color: #d2f3fa\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"background-color: #d2f3fa\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-medium text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tLe centre de contact \u00e9volue, tout comme l&rsquo;agent qui se trouve derri\u00e8re chaque interaction.\t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg text-navy-40\"\n\t\t\t\tstyle=\"color: #344679\"\n\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t<p>L&rsquo;\u00e9tude de cette ann\u00e9e r\u00e9v\u00e8le une main-d&rsquo;\u0153uvre en transition. Autrefois consid\u00e9r\u00e9 comme un r\u00f4le de tremplin d\u00e9fini par des scripts, du stress et un taux de rotation \u00e9lev\u00e9, les agents des centres de contact d&rsquo;aujourd&rsquo;hui r\u00e9solvent les probl\u00e8mes, sont des ambassadeurs de la marque et des points d&rsquo;ancrage \u00e9motionnels dans les moments qui comptent le plus.<\/p>\n<p>&nbsp;<\/p>\n<p>Les agents traitent d\u00e9sormais moins de demandes transactionnelles et davantage de conversations charg\u00e9es d&rsquo;\u00e9motions et d&rsquo;enjeux importants &#8211; celles qui d\u00e9finissent la fid\u00e9lit\u00e9 des clients. Alors que l&rsquo;automatisation prend en charge les t\u00e2ches routini\u00e8res, l&#8217;empathie et l&rsquo;intelligence \u00e9motionnelle sont devenues leurs meilleurs atouts. Dans ce paysage en mutation, notre rapport offre des informations cl\u00e9s sur l&rsquo;exp\u00e9rience des agents :<\/p>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_709faf5341028da72f7d7478836d3497\"] {\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\tpadding-top: 24px !important;\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<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_709faf5341028da72f7d7478836d3497\"] {\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\tpadding-top: 24px !important;\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\n<div\n\tclass=\"icon-card-grid container  layout_2 \"\n\tid=\"\"\n\tdata-aos=\"fade-up\">\n\t<div\n\t\tdata-theme-block-id=\"block_d128cc85f6fd45adb107b9291e725d48\"\n\t\tclass=\"icon-wrapper grid grid-cols-1 gap-c\/m lg:gap-l\/xs md:grid-cols-2 lg:grid-cols-3 py-c\/xxl\">\n\t\t\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/marker-pin-06.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/marker-pin-06.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/marker-pin-06.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tLes agents voient-ils un avenir \u00e0 long terme dans le centre de contact ?\t<\/h3>\n\t\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/heart-hand.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/heart-hand.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/heart-hand.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tPourquoi le bien-\u00eatre est aujourd&#039;hui la strat\u00e9gie de fid\u00e9lisation par excellence\t<\/h3>\n\t\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/atom-01.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/atom-01.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/atom-01.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tCe que les agents comprennent (et ne comprennent pas) \u00e0 propos de l&#039;IA\t<\/h3>\n\t\n\t<\/div>\n\n<div\n\tclass=\"card-icon flex flex-col lint-ignore\n\ttext-start\tpy-c\/m lg:pr-l\/m\t border-b-thin border-solid border-stroke-tertiary lg:!pr-c\/xl\"\n\t>\n\t\t\t<div class=\"pb-c\/m w-full\" data-aos=\"\"\n\tdata-aos-delay=\"0\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square max-w-8 max-h-8 aspect-square w-6 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/users-edit.svg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/users-edit.svg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/users-edit.svg\" alt=\"\" ><\/div>\n\t\t<\/div>\n\t\n\t\n\t\t<h3\n\t\tclass=\"card-icon__title subhead-medium text-text-primary-aa break-words pb-c\/s lint-ignore\"\n\t\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t>\n\t\tComment la culture, le coaching et les parcours de carri\u00e8re vont-ils fa\u00e7onner la future main-d&#039;\u0153uvre ?\t<\/h3>\n\t\n\t<\/div>\n\t<\/div>\n\t\t\t<div class=\"section_footer\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t<a href=\"#GetTheReport\"  class=\"btn-primary\">Download the report<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\n<\/div>\n\n\t<style>\n\t[data-theme-block-id=\"block_d128cc85f6fd45adb107b9291e725d48\"] {\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: 24px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<style>\n\t\/* icon-card-grid style  *\/\n\t.icon-card-grid .section_footer {\n\t\tdisplay: flex;\n\t\tflex-direction: column;\n\t\tjustify-content: center;\n\t\talign-items: center;\n\t\tgap: 20px;\n\t\tpadding-bottom: 96px;\n\t}\n\n\t.icon-card-grid.layout_2 {\n\t\tbackground: #d2f3fa !important;\n\t}\n\n\t.icon-card-grid.layout_2 .icon-wrapper {\n\t\tgrid-template-columns: repeat(4, minmax(0, 1fr));\n\t\tgap: 24px;\n\t}\n\n\t.icon-card-grid.layout_2 .card-icon {\n\t\tbackground: #fff !important;\n\t\tpadding: 32px !important;\n\t\tborder: 0;\n\t}\n\n\t.icon-card-grid.layout_2 .js-wrap {\n\t\tmax-width: unset;\n\t\tmax-height: unset;\n\t\twidth: 64px;\n\t}\n\n\t.icon-card-grid.layout_2 h3.card-icon__title {\n\t\tcolor: #080F21;\n\t\tfont-weight: var(--Font-weight-200);\n\t\tfont-family: var(--Font-family-Primary), sans-serif;\n\t\tfont-size: var(--Font-size-Body-Paragraph-Large);\n\t\tline-height: 1.25;\n\t}\n\n\t@media (max-width:1024px) {\n\t\t.icon-card-grid.layout_2 .icon-wrapper {\n\t\t\tgrid-template-columns: repeat(2, minmax(0, 1fr));\n\t\t}\n\t}\n\n\t@media (max-width:767px) {\n\t\t.icon-card-grid.layout_2 .icon-wrapper {\n\t\t\tgrid-template-columns: repeat(1, minmax(0, 1fr));\n\t\t}\n\n\t\t.icon-card-grid.layout_2 .js-wrap {\n\t\t\twidth: 50px;\n\t\t}\n\n\t\t.icon-card-grid .section_footer {\n\t\t\tpadding-bottom: 66px;\n\t\t}\n\t}\n<\/style>\n\n\n\n\n<section\n\tid=\"\"\n\tclass=\"stats-wrapper relative grid grid-cols-1 gap-l\/m md:gap-c\/xxl xl:gap-0 py-l\/xxl container xl:flex\"\n\tdata-aos=\"fade-up\"\n\tdata-theme-block-id=\"block_c893d87eed46ee8a2d0f759a365e3dfa\">\n\n\t\t\t<div class=\"absolute hidden\tlg:flex 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transform=\"matrix(1 3.09793e-07 9.53305e-08 -1 -46 60)\" stroke=\"#C4CDE3\" stroke-width=\"0.629177\"\/>\n<line y1=\"-0.314589\" x2=\"233\" y2=\"-0.314589\" transform=\"matrix(1 3.15242e-07 9.83078e-08 -1 -46 0)\" stroke=\"#C4CDE3\" stroke-width=\"0.629177\"\/>\n<rect width=\"24\" height=\"60\" rx=\"4\" transform=\"matrix(1 1.79018e-08 1.79018e-08 -1 58 360)\" fill=\"#6D92FE\"\/>\n<rect width=\"24\" height=\"180\" rx=\"2.26049\" transform=\"matrix(1 2.80034e-09 -9.18849e-10 -1 57 240)\" fill=\"#8DDAEB\"\/>\n<rect width=\"24\" height=\"95\" rx=\"4\" transform=\"matrix(1 -4.45613e-10 -4.45613e-10 -1 136 362)\" fill=\"#B8CAF9\"\/>\n<\/svg>\n\t\t<\/div>\n\t\n\t\t<div class=\"six_grid_layout block my-0 md:my-[15.5px] w-[calc(100vw)] md:w-full overflow-hidden -ml-page-margin md:-ml-0 xl:w-[588px]\">\n\t\t\t\t\t\n\t<section\n\tclass=\"swiper  h-full [&amp;_.swiper-slide]:md:flex [&amp;_.swiper-button-next]:right-c\/xl swiper--navigation-rounded swiper--md-hide-navigation [&amp;_.swiper-wrapper]:md:grid swiper--margin-left\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.25,\"spaceBetween\":8,\"enabled\":true,\"breakpoints\":{\"744\":{\"enabled\":false}},\"slidesOffsetAfter\":8,\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper grid grid-cols-2 md:grid-rows-2 gap-0 md:gap-c\/s [&amp;_.swiper-slide]:!flex lg:!h-auto\">\n\t\n\t<div\n\t\tclass=\"stat-card relative flex flex-col justify-between background-gradient text-start break-words  swiper-slide min-h-[228px] md:min-h-[240px] xl:!h-[316px] p-c\/xxl md:p-c\/xl xl:p-c\/xxl  xl:col-span-2 xl:row-span-1 md:col-span-1 md:row-span-2 lint-ignore\"\n\t\tstyle=\"background: #080F21;\"\n\t\tdata-aos=fade-up\t>\n\n\t\t\n\t\t<div class=\"flex w-full relative z-10 justify-start\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tstat-card__image aspect-[16\/10] lg:w-12 lg:h-12 md:w-16 md:h-16 w-8 h-8 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\/Mask-group-6.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-6.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-6.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\n\t\t<div class=\"relative z-10\">\n\t\t\t\t\t\t\t<h3\n\t\t\t\t\tdata-number=\"75%\" class=\"js-stat-number stat-card__title text-text-accent [&amp;&amp;]:display-large [&amp;&amp;]:md:text-6xl [&amp;&amp;]:lg:text-8xl lint-ignore\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"color: #D2F3FA\"\n\t\t\t\t\t\t\t\t\t>\n          75%\t\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"dark-mode stat-card__description text-text-primary-aaa subhead-xs lint-ignore\"\n\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\tdes agents recommanderaient leur travail \u00e0 un ami, ce qui t\u00e9moigne d&rsquo;une fiert\u00e9 croissante pour la profession.  \t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t<div\n\t\tclass=\"stat-card relative flex flex-col justify-between background-gradient text-start break-words  swiper-slide min-h-[228px] md:min-h-[240px] xl:!h-[316px] p-c\/xxl md:p-c\/xl xl:p-c\/xxl  xl:col-span-1 xl:row-span-1 md:col-span-1 md:row-span-1 lint-ignore\"\n\t\tstyle=\"background: #080F21;\"\n\t\tdata-aos=fade-up\t>\n\n\t\t\n\t\t<div class=\"flex w-full relative z-10 justify-start\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tstat-card__image aspect-[16\/10] md:w-12 md:h-12 w-8 h-8 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\/Mask-group-6-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-6-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-6-1.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\n\t\t<div class=\"relative z-10\">\n\t\t\t\t\t\t\t<h3\n\t\t\t\t\tdata-number=\"52%\" class=\"js-stat-number stat-card__title text-text-accent [&amp;&amp;]:lg:text-5xl [&amp;&amp;]:md:text-2xl [&amp;&amp;]:display-large lint-ignore\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"color: #D2F3FA\"\n\t\t\t\t\t\t\t\t\t>\n          52%\t\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"dark-mode stat-card__description text-text-primary-aaa subhead-xs lint-ignore\"\n\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\tdes agents ont b\u00e9n\u00e9fici\u00e9 d&rsquo;une augmentation de salaire au cours des 12 derniers mois, ce qui repr\u00e9sente une forte baisse par rapport aux 79 % enregistr\u00e9s l&rsquo;ann\u00e9e derni\u00e8re.  \t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t<div\n\t\tclass=\"stat-card relative flex flex-col justify-between background-gradient text-start break-words  swiper-slide min-h-[228px] md:min-h-[240px] xl:!h-[316px] p-c\/xxl md:p-c\/xl xl:p-c\/xxl  xl:col-span-1 xl:row-span-1 md:col-span-1 md:row-span-1 lint-ignore\"\n\t\tstyle=\"background: #080F21;\"\n\t\tdata-aos=fade-up\t>\n\n\t\t\n\t\t<div class=\"flex w-full relative z-10 justify-start\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tstat-card__image aspect-[16\/10] md:w-12 md:h-12 w-8 h-8 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\/Mask-group-7-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-7-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-7-1.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\n\t\t<div class=\"relative z-10\">\n\t\t\t\t\t\t\t<h3\n\t\t\t\t\tdata-number=\"11%\" class=\"js-stat-number stat-card__title text-text-accent [&amp;&amp;]:lg:text-5xl [&amp;&amp;]:md:text-2xl [&amp;&amp;]:display-large lint-ignore\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"color: #D2F3FA\"\n\t\t\t\t\t\t\t\t\t>\n          11%\t\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"dark-mode stat-card__description text-text-primary-aaa subhead-xs lint-ignore\"\n\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\tdes agents d\u00e9clarent que leur travail n&rsquo;est pas du tout stressant, ce qui met en \u00e9vidence la pression croissante du travail en contact avec les clients.\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t<div\n\t\tclass=\"stat-card relative flex flex-col justify-between background-gradient text-start break-words  swiper-slide min-h-[228px] md:min-h-[240px] xl:!h-[316px] p-c\/xxl md:p-c\/xl xl:p-c\/xxl  xl:col-span-2 xl:row-span-1 md:col-span-1 md:row-span-2 lint-ignore\"\n\t\tstyle=\"background: #080F21;\"\n\t\tdata-aos=fade-up\t>\n\n\t\t\n\t\t<div class=\"flex w-full relative z-10 justify-start\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tstat-card__image aspect-[16\/10] lg:w-12 lg:h-12 md:w-16 md:h-16 w-8 h-8 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\/Mask-group-9.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-9.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-9.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\n\t\t<div class=\"relative z-10\">\n\t\t\t\t\t\t\t<h3\n\t\t\t\t\tdata-number=\"#1\" class=\"js-stat-number stat-card__title text-text-accent [&amp;&amp;]:display-large [&amp;&amp;]:md:text-6xl [&amp;&amp;]:lg:text-8xl lint-ignore\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"color: #D2F3FA\"\n\t\t\t\t\t\t\t\t\t>\n          #1\t\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"dark-mode stat-card__description text-text-primary-aaa subhead-xs lint-ignore\"\n\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\traison pour laquelle les agents envisagent de partir : la r\u00e9mun\u00e9ration et les avantages sociaux, li\u00e9s \u00e0 une charge de travail stressante et \u00e0 l&rsquo;\u00e9puisement professionnel.  \t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t<div\n\t\tclass=\"stat-card relative flex flex-col justify-between background-gradient text-start break-words  swiper-slide min-h-[228px] md:min-h-[240px] xl:!h-[316px] p-c\/xxl md:p-c\/xl xl:p-c\/xxl  xl:col-span-1 xl:row-span-1 md:col-span-1 md:row-span-1 lint-ignore\"\n\t\tstyle=\"background: #080F21;\"\n\t\tdata-aos=fade-up\t>\n\n\t\t\n\t\t<div class=\"flex w-full relative z-10 justify-start\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tstat-card__image aspect-[16\/10] md:w-12 md:h-12 w-8 h-8 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\/Mask-group-8-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-8-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-8-1.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\n\t\t<div class=\"relative z-10\">\n\t\t\t\t\t\t\t<h3\n\t\t\t\t\tdata-number=\"70%\" class=\"js-stat-number stat-card__title text-text-accent [&amp;&amp;]:lg:text-5xl [&amp;&amp;]:md:text-2xl [&amp;&amp;]:display-large lint-ignore\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"color: #D2F3FA\"\n\t\t\t\t\t\t\t\t\t>\n          70%\t\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"dark-mode stat-card__description text-text-primary-aaa subhead-xs lint-ignore\"\n\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\tdes agents b\u00e9n\u00e9ficient d&rsquo;un coaching ou d&rsquo;une formation au moins une fois par mois\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t<div\n\t\tclass=\"stat-card relative flex flex-col justify-between background-gradient text-start break-words  swiper-slide min-h-[228px] md:min-h-[240px] xl:!h-[316px] p-c\/xxl md:p-c\/xl xl:p-c\/xxl  xl:col-span-1 xl:row-span-1 md:col-span-1 md:row-span-1 lint-ignore\"\n\t\tstyle=\"background: #080F21;\"\n\t\tdata-aos=fade-up\t>\n\n\t\t\n\t\t<div class=\"flex w-full relative z-10 justify-start\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\tstat-card__image aspect-[16\/10] md:w-12 md:h-12 w-8 h-8 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\/Mask-group-9-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-9-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/Mask-group-9-1.png\" alt=\"\" ><\/div>\n\t\t<\/div>\n\n\t\t<div class=\"relative z-10\">\n\t\t\t\t\t\t\t<h3\n\t\t\t\t\tdata-number=\"Empathie\" class=\"js-stat-number stat-card__title text-text-accent [&amp;&amp;]:lg:text-5xl [&amp;&amp;]:md:text-2xl [&amp;&amp;]:display-large lint-ignore\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"color: #D2F3FA\"\n\t\t\t\t\t\t\t\t\t>\n          Empathie\t\t\t\t<\/h3>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"dark-mode stat-card__description text-text-primary-aaa subhead-xs lint-ignore\"\n\t\t\t\t\t\t\t\t\t>\n\t\t\t\t\tLes agents r\u00e9gionaux ont estim\u00e9 que les am\u00e9liorations les moins importantes \u00e9taient n\u00e9cessaires.\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/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\t<\/div>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_c893d87eed46ee8a2d0f759a365e3dfa\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\tpadding-top: 40px !important;\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\tpadding-top: 60px !important;\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\n\n<style>\n\t@media (max-width:1366px) {\n\t\t.six_grid_layout .stat-card__description {\n\t\t\tfont-size: 14px;\n\t\t}\n\n\t\t.six_grid_layout .stat-card__description {\n\t\t\tfont-size: 14px;\n\t\t\tmargin-top: 10px;\n\t\t}\n\t}\n\n\t@media (min-width:767px) {\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(1) .js-wrap,\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(4) .js-wrap {\n\t\t\twidth: 60px;\n\t\t\theight: 60px;\n\t\t}\n\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper {\n\t\t\tgrid-template-columns: repeat(8, 1fr) !important;\n\t\t\tgrid-template-rows: repeat(1, 1fr) !important;\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card {\n\t\t\tpadding: 48px 28px;\n\t\t\tjustify-content: start;\n\t\t\tgap: 12px;\n\t\t\tgrid-row: unset !important;\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(4),\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(1) {\n\t\t\tpadding: 28px 48px;\n\t\t}\n\n\t\t.six_grid_layout .stat-card__description {\n\t\t\tfont-weight: 500;\n\t\t\tfont-size: 16px;\n\t\t\tline-height: 140%;\n\t\t\ttext-transform: capitalize;\n\t\t\tletter-spacing: 0.02em;\n\t\t}\n\n\t\tsection.stats-wrapper:has(.six_grid_layout) {\n\t\t\tflex-direction: column;\n\t\t}\n\n\t\tsection.stats-wrapper:has(.six_grid_layout)>div {\n\t\t\twidth: 100%;\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(1) {\n\t\t\tgrid-column: 1 \/ 5 !important;\n\t\t\ttransform: translate(-8px, 0);\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(2) {\n\t\t\tgrid-column: 1 \/ 3 !important;\n\t\t\ttranslate: -8px 0px;\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(3) {\n\t\t\tgrid-column: 3 \/ 5 !important;\n\t\t\ttranslate: -8px 0px;\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(4) {\n\t\t\tgrid-row: 1 !important;\n\t\t\tgrid-column: 5 \/ 9 !important;\n\t\t\ttransform: translate(8px, 0);\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(5) {\n\t\t\tgrid-column: 5 \/ 7 !important;\n\t\t\ttranslate: 8px 0px;\n\t\t}\n\n\t\t.stats-wrapper .six_grid_layout .swiper-wrapper .stat-card:nth-child(6) {\n\t\t\tgrid-column: 7 \/ 9;\n\t\t\ttranslate: 8px 0px;\n\t\t}\n\n\t}\n<\/style>\n\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_26228abae3581246e5d20de05ca1b2ce\"\n\t\tid=\"img_with_text\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\u00c9volution des perceptions : Une main-d&#039;\u0153uvre en transition\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Le r\u00f4le de l&rsquo;agent du centre de contact est en train d&rsquo;\u00eatre r\u00e9imagin\u00e9. Autrefois d\u00e9finie par le stress et un taux de rotation \u00e9lev\u00e9, elle est aujourd&rsquo;hui consid\u00e9r\u00e9e comme une carri\u00e8re qualifi\u00e9e et utile, fond\u00e9e sur l&#8217;empathie et la connexion. 75 % des agents recommanderaient leur travail \u00e0 un ami et 68 % se disent fiers de travailler dans ce secteur. L&rsquo;automatisation r\u00e9duisant les t\u00e2ches routini\u00e8res, les agents gagnent de l&rsquo;espace pour se concentrer sur la cr\u00e9ativit\u00e9, la r\u00e9solution de probl\u00e8mes et le service \u00e0 la client\u00e8le. Pourtant, une personne sur trois reste incertaine quant \u00e0 son avenir \u00e0 long terme, ce qui montre qu&rsquo;une \u00e9volution de carri\u00e8re plus claire et une reconnaissance plus forte sont essentielles pour maintenir le progr\u00e8s.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1.jpg 1000w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1-150x150.jpg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1-768x768.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/1-1-600x600.jpg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLe co\u00fbt de la compassion : L&#039;empathie \u00e0 l&#039;\u00e8re de l&#039;IA\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>L&rsquo;IA n&rsquo;a pas remplac\u00e9 les agents, elle les a rendus plus indispensables. Alors que l&rsquo;automatisation prend en charge les t\u00e2ches routini\u00e8res, les agents sont devenus le c\u0153ur \u00e9motionnel de l&rsquo;exp\u00e9rience client &#8211; on compte sur eux pour faire preuve d&#8217;empathie, de connexion et de sang-froid sous la pression. Mais cette force s&rsquo;accompagne de contraintes. Seuls 11 % des agents d\u00e9clarent que leur travail n&rsquo;est pas tr\u00e8s stressant, alors que de nombreux agents consid\u00e8rent la r\u00e9silience et la gestion du stress comme le premier domaine \u00e0 am\u00e9liorer. L&rsquo;\u00e9puisement professionnel et la pression de la charge de travail se partagent d\u00e9sormais la premi\u00e8re place des raisons pour lesquelles les agents envisagent de quitter leur fonction.<\/p>\n<p>&nbsp;<\/p>\n<p>Alors que 75 % des agents consid\u00e8rent l&#8217;empathie comme le domaine dans lequel ils ont le moins besoin de formation, notre <a href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\">\u00e9tude sur l&rsquo;\u00e9tat des centres de contact<\/a> montre que les dirigeants consid\u00e8rent que c&rsquo;est ce qui manque le plus, ce qui r\u00e9v\u00e8le un d\u00e9calage croissant entre la confiance et le soutien.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2.jpg 1000w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2-150x150.jpg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2-768x768.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/2-2-600x600.jpg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLe d\u00e9ficit de connaissances en mati\u00e8re d&#039;IA : la curiosit\u00e9 rencontre la prudence  \t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>L&rsquo;IA est omnipr\u00e9sente dans les centres de contact, mais la compr\u00e9hension n&rsquo;a pas suivi. Seuls 35 % des agents savent quels outils utilisent l&rsquo;IA dans leur centre de contact, et si 44 % d&rsquo;entre eux la trouvent utile, beaucoup restent incertains quant \u00e0 son r\u00f4le. Les agents ne sont pas r\u00e9ticents, ils sont incertains. Ils veulent de la clart\u00e9, de la transparence et une formation qui leur permette de faire confiance \u00e0 la technologie et d&rsquo;en tirer pleinement parti.<\/p>\n<p>&nbsp;<\/p>\n<p>Plus de 60 % des membres de la g\u00e9n\u00e9ration Z et des mill\u00e9niaux utilisent d\u00e9j\u00e0 des outils tels que ChatGPT ou Gemini, mais ils sont aussi les plus inquiets de l&rsquo;impact de l&rsquo;IA. Les g\u00e9n\u00e9rations plus \u00e2g\u00e9es restent prudentes ou d\u00e9connect\u00e9es. Pour combler ce foss\u00e9, il faut aller \u00e0 la rencontre des agents l\u00e0 o\u00f9 ils se trouvent, avec une formation sur mesure et une communication ouverte qui font de l&rsquo;IA une alli\u00e9e, et non une menace.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1.jpg 1000w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1-150x150.jpg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1-768x768.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/3-1-600x600.jpg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLorsque les salaires ne peuvent pas augmenter, le soutien et la croissance doivent le faire\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Avec le ralentissement des augmentations de salaire (52 %, contre 79 %), ce qui retient vraiment les agents, c&rsquo;est le sentiment de soutien qu&rsquo;ils \u00e9prouvent. Le soutien des dirigeants est d\u00e9sormais consid\u00e9r\u00e9 comme un facteur de bonheur au m\u00eame titre qu&rsquo;un salaire \u00e9quitable (59 %), ce qui prouve que les liens et l&rsquo;attention peuvent avoir un poids r\u00e9el, m\u00eame si les budgets ne le permettent pas.<\/p>\n<p>&nbsp;<\/p>\n<p>Les donn\u00e9es montrent des progr\u00e8s : des entretiens individuels plus r\u00e9guliers (67 %), un coaching coh\u00e9rent (70 %) et des demandes de cong\u00e9s approuv\u00e9es (77 %), signes d&rsquo;une confiance et d&rsquo;une empathie croissantes. Mais lorsque le salaire ne peut pas s&rsquo;\u00e9tendre plus loin, l&rsquo;occasion doit se pr\u00e9senter. La r\u00e9mun\u00e9ration et l&rsquo;\u00e9puisement professionnel \u00e9tant les principales raisons de d\u00e9part, des parcours de carri\u00e8re clairs, la reconnaissance et le d\u00e9veloppement sont les \u00e9l\u00e9ments qui transforment les emplois en carri\u00e8res durables.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2.jpg 1000w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2-300x300.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2-150x150.jpg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2-768x768.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/11\/4-2-600x600.jpg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_26228abae3581246e5d20de05ca1b2ce\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<section\n\tid=\"GetTheReport\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_3face2696f3486ad13920e129872629c\"\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\n\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #080F21\"\n\t\t\t\t\tclass=\"heading-medium text-center\">\n\t\t\t\t\t\tT\u00e9l\u00e9chargez votre exemplaire  \t\t\t\t<\/h2>\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>Rejoignez-nous pour fa\u00e7onner un avenir o\u00f9 le centre de contact n&rsquo;est pas seulement un travail, mais une carri\u00e8re dont les agents peuvent vraiment \u00eatre fiers.<\/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:\/\/marketing.calabrio.com\/l\/1043281\/2025-11-25\/5bjlhb\" width=\"100%\" height=\"650\" type=\"text\/html\" frameborder=\"0\" allowtransparency=\"true\" style=\"border: 0\"><\/iframe>\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_3face2696f3486ad13920e129872629c\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\tpadding-top: 0px !important;\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\tpadding-top: 0px !important;\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","protected":false},"excerpt":{"rendered":"<p>La voix de l&rsquo;agent En partenariat avec Get Out of Wrap, Calabrio a interrog\u00e9 540 agents de centres de contact sur leurs r\u00e9alit\u00e9s, r\u00e9v\u00e9lant ainsi de puissantes informations sur l&#8217;empathie, l&rsquo;IA et l&rsquo;avenir du travail.<\/p>\n","protected":false},"author":231,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"class_list":["post-38798","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Rapport sur la voix de l&#039;agent : L&#039;IA et l&#039;avenir du CX - Calabrio<\/title>\n<meta name=\"description\" content=\"T\u00e9l\u00e9chargez le rapport &quot;Voice of the Agent&quot;. D\u00e9couvrez des informations pr\u00e9cieuses sur l&#039;IA, l&#039;empathie et l&#039;avenir du travail dans notre enqu\u00eate mondiale sur les agents des centres de contact.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/fr\/voix-de-lagent-2025\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Voix de l&#039;agent 2025\" \/>\n<meta property=\"og:description\" content=\"La voix de l&#039;agent En partenariat avec Get Out of Wrap, Calabrio a interrog\u00e9 540 agents de centres de contact sur leurs r\u00e9alit\u00e9s, r\u00e9v\u00e9lant ainsi de\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/voix-de-lagent-2025\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-15T05:49:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478745.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2040\" \/>\n\t<meta property=\"og:image:height\" content=\"1476\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/voix-de-lagent-2025\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/voix-de-lagent-2025\\\/\",\"name\":\"Rapport sur la voix de l'agent : L'IA et l'avenir du CX - Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"datePublished\":\"2025-11-18T11:10:36+00:00\",\"dateModified\":\"2025-12-15T05:49:17+00:00\",\"description\":\"T\u00e9l\u00e9chargez le rapport \\\"Voice of the Agent\\\". 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