{"id":10756,"date":"2020-03-24T20:11:08","date_gmt":"2020-03-24T20:11:08","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine"},"modified":"2025-07-14T06:06:00","modified_gmt":"2025-07-14T06:06:00","slug":"comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine\/","title":{"rendered":"Comment la conf\u00e9rence COVID-19 met \u00e0 l&rsquo;\u00e9preuve mes comp\u00e9tences en mati\u00e8re de leadership et ce qu&rsquo;elle m&rsquo;apprend en cours de route &#8211; mise \u00e0 jour hebdomadaire (deuxi\u00e8me semaine)"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_55a5d2ba6ad2a701b2c5189d285c73fd\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Leadership <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Nouvelles de Calabrio <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Comment la conf\u00e9rence COVID-19 met \u00e0 l&rsquo;\u00e9preuve mes comp\u00e9tences en mati\u00e8re de leadership et ce qu&rsquo;elle m&rsquo;apprend en cours de route &#8211; mise \u00e0 jour hebdomadaire (deuxi\u00e8me semaine)<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_55a5d2ba6ad2a701b2c5189d285c73fd\"] {\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\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%2Fblog%2Fcomment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine%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%2Fblog%2Fcomment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine%2F&#038;text=Comment la conf\u00e9rence COVID-19 met \u00e0 l&rsquo;\u00e9preuve mes comp\u00e9tences en mati\u00e8re de leadership et ce qu&rsquo;elle m&rsquo;apprend en cours de route &#8211; mise \u00e0 jour hebdomadaire (deuxi\u00e8me semaine)\"\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%2Fblog%2Fcomment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine%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\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>La semaine derni\u00e8re, j&rsquo;ai parl\u00e9 de la mani\u00e8re dont Calabrio aborde l&rsquo;impact du coronavirus sur ses employ\u00e9s, ainsi que la collaboration entre employ\u00e9s et clients. Depuis lors, nous avons constat\u00e9 un engagement consid\u00e9rable sur nos canaux Teams, une r\u00e9duction des inqui\u00e9tudes concernant le travail \u00e0 domicile et des ateliers en ligne gratifiants avec les clients. Les r\u00e9unions virtuelles et les pauses-caf\u00e9 ont \u00e9galement le vent en poupe.  <\/p>\n<p>Tout en \u00e9tablissant ce que sera le nouveau \u00ab\u00a0business as usual\u00a0\u00bb de Calabrio, en tant qu&rsquo;entreprise au service des clients des centres de contact, nous avons travaill\u00e9 dur pour trouver des moyens d&rsquo;aider nos clients \u00e0 responsabiliser leurs agents et le reste du personnel des centres de contact. Quiconque a essay\u00e9 de contacter une compagnie a\u00e9rienne, un h\u00f4tel, un \u00e9tablissement m\u00e9dical ou m\u00eame un lieu de divertissement a remarqu\u00e9 l&rsquo;impact \u00e9norme que COVID-19 a eu sur ces organisations et sur des industries enti\u00e8res. <\/p>\n<p>Voici quelques informations que j&rsquo;ai apprises cette semaine et que je vous transmets. Consultez mon <a href=\"\" target=\"\" rel=\"\">article complet sur TMCnet<\/a>. <\/p>\n<ul>\n<ul>\n<li>Soyez flexible\n<ul>\n<li>Nous encourageons les entreprises \u00e0 adopter cette flexibilit\u00e9 \u00e0 distance par le biais de la planification des agents. Par exemple, nous recommandons aux entreprises d&rsquo;\u00e9tudier la mani\u00e8re dont elles permettent les op\u00e9rations \u00e0 distance gr\u00e2ce \u00e0 des applications mobiles en libre-service pour les employ\u00e9s. <\/li>\n<\/ul>\n<\/li>\n<li>Am\u00e9liorer la visibilit\u00e9 de l&rsquo;information\n<ul>\n<li>Les agents font leur meilleur travail lorsqu&rsquo;ils comprennent la \u00ab\u00a0temp\u00e9rature\u00a0\u00bb de leur client. Pour les agents qui ont maintenant affaire \u00e0 un public qui peut \u00eatre effray\u00e9, confus ou en col\u00e8re, cela signifie qu&rsquo;ils doivent disposer d&rsquo;informations actualis\u00e9es sur l&rsquo;exp\u00e9rience du client et sur la mani\u00e8re dont les interactions avec l&rsquo;agent doivent \u00eatre modifi\u00e9es. <\/li>\n<\/ul>\n<\/li>\n<li>N&rsquo;oubliez pas l&rsquo;\u00e9quipe informatique\n<ul>\n<li>Lorsque vous planifiez des changements qui impliquent la mani\u00e8re de fournir des services ou des produits aux clients finaux, assurez-vous que l&rsquo;\u00e9quipe informatique fait partie de la conversation d\u00e8s le d\u00e9part. Personne ne veut faire aux clients des promesses qu&rsquo;il ne pourra pas tenir. <\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/ul>\n<ul>\n<ul>\n<li>Nous encourageons les entreprises \u00e0 adopter cette flexibilit\u00e9 \u00e0 distance par le biais de la planification des agents. Par exemple, nous recommandons aux entreprises d&rsquo;examiner la mani\u00e8re dont elles permettent les op\u00e9rations \u00e0 distance gr\u00e2ce \u00e0 des applications mobiles en libre-service pour les employ\u00e9s. <\/li>\n<\/ul>\n<\/ul>\n<ul>\n<ul>\n<li>Les agents font leur meilleur travail lorsqu&rsquo;ils comprennent la \u00ab\u00a0temp\u00e9rature\u00a0\u00bb de leur client. Pour les agents qui ont maintenant affaire \u00e0 un public qui peut \u00eatre effray\u00e9, confus ou en col\u00e8re, cela signifie qu&rsquo;ils doivent disposer d&rsquo;informations actualis\u00e9es sur l&rsquo;exp\u00e9rience du client et sur la mani\u00e8re dont les interactions avec l&rsquo;agent doivent \u00eatre modifi\u00e9es. <\/li>\n<\/ul>\n<\/ul>\n<ul>\n<ul>\n<li>Lorsque vous planifiez des changements qui impliquent la mani\u00e8re de fournir des services ou des produits aux clients finaux, assurez-vous que l&rsquo;\u00e9quipe informatique fait partie de la conversation d\u00e8s le d\u00e9part. Personne ne veut faire aux clients des promesses qu&rsquo;il ne pourra pas tenir. <\/li>\n<\/ul>\n<\/ul>\n<p>Chez Calabrio, notre objectif est d&rsquo;\u00eatre \u00e0 la fois transparent et stimulant pour les employ\u00e9s et les clients. J&rsquo;esp\u00e8re que certaines de ces r\u00e9flexions inciteront d&rsquo;autres dirigeants \u00e0 faire de m\u00eame. <a href=\"\" target=\"\" rel=\"\">Lisez l&rsquo;int\u00e9gralit\u00e9 de mes r\u00e9flexions sur TMCnet<\/a>. <\/p>\n<p><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":242,"featured_media":10757,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[216,186],"tags":[],"blog-languages":[],"class_list":["post-10756","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-leadership-fr","category-nouvelles-de-calabrio"],"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>Comment la conf\u00e9rence COVID-19 met \u00e0 l&#039;\u00e9preuve mes comp\u00e9tences en mati\u00e8re de leadership et ce qu&#039;elle m&#039;apprend en cours de route - mise \u00e0 jour hebdomadaire (deuxi\u00e8me semaine) | Calabrio<\/title>\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\/blog\/comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment la conf\u00e9rence COVID-19 met \u00e0 l&#039;\u00e9preuve mes comp\u00e9tences en mati\u00e8re de leadership et ce qu&#039;elle m&#039;apprend en cours de route - mise \u00e0 jour hebdomadaire (deuxi\u00e8me semaine)\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine\/\" \/>\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:published_time\" content=\"2020-03-24T20:11:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-14T06:06:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/teleopti_wfm-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1\" \/>\n\t<meta property=\"og:image:height\" content=\"1\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Dhaval Kakkad\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@calabrio\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dhaval Kakkad\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/comment-la-conference-covid-19-met-a-lepreuve-mes-competences-en-matiere-de-leadership-et-ce-quelle-mapprend-en-cours-de-route-mise-a-jour-hebdomadaire-deuxieme-semaine\\\/\"},\"author\":{\"name\":\"Dhaval Kakkad\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/cac260a0ce928d7fec6c370459b44736\"},\"headline\":\"Comment la conf\u00e9rence COVID-19 met \u00e0 l&rsquo;\u00e9preuve mes comp\u00e9tences en mati\u00e8re de leadership et ce qu&rsquo;elle m&rsquo;apprend en cours de route &#8211; 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