{"id":10824,"date":"2019-04-16T13:00:56","date_gmt":"2019-04-16T13:00:56","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/3-facons-pour-calabrio-de-construire-une-culture-centree-sur-le-client"},"modified":"2025-05-12T06:37:23","modified_gmt":"2025-05-12T06:37:23","slug":"3-facons-pour-calabrio-de-construire-une-culture-centree-sur-le-client","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/3-facons-pour-calabrio-de-construire-une-culture-centree-sur-le-client\/","title":{"rendered":"3 fa\u00e7ons pour Calabrio de construire une culture centr\u00e9e sur le client"},"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_9dea619f6f678777bbab1ac753beba1b\"\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\">Meilleures pratiques <\/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\">3 fa\u00e7ons pour Calabrio de construire une culture centr\u00e9e sur le client<\/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_9dea619f6f678777bbab1ac753beba1b\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\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%2F3-facons-pour-calabrio-de-construire-une-culture-centree-sur-le-client%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%2F3-facons-pour-calabrio-de-construire-une-culture-centree-sur-le-client%2F&#038;text=3 fa\u00e7ons pour Calabrio de construire une culture centr\u00e9e sur le client\"\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%2F3-facons-pour-calabrio-de-construire-une-culture-centree-sur-le-client%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>J&rsquo;ai eu la chance de faire partie de Calabrio depuis tr\u00e8s longtemps et j&rsquo;ai \u00e9t\u00e9 t\u00e9moin de l&rsquo;\u00e9volution de notre approche de l&rsquo;aide aux clients.<\/p>\n<p>&nbsp;<\/p>\n<p>Lorsque j&rsquo;ai commenc\u00e9 ma carri\u00e8re, l&rsquo;organisation \u00e9tait tr\u00e8s diff\u00e9rente de ce qu&rsquo;elle est aujourd&rsquo;hui. Mes coll\u00e8gues et moi \u00e9tions des formateurs techniques qui aidaient nos clients \u00e0 tirer le meilleur parti de la suite Calabrio. Puis, en 2013, Calabrio a ouvert le Centre d&rsquo;Innovation, avec pour mission d&rsquo;apporter les connaissances et les exp\u00e9riences collectives de l&rsquo;\u00e9quipe \u00e0 l&rsquo;ensemble de notre client\u00e8le sous la forme de meilleures pratiques et de solutions innovantes aux probl\u00e8mes les plus urgents des centres de contact.  <\/p>\n<p>&nbsp;<\/p>\n<p>Aujourd&rsquo;hui, j&rsquo;ai le plaisir d&rsquo;annoncer notre derni\u00e8re \u00e9volution en tant qu&rsquo;organisation d&rsquo;engagement de la main-d&rsquo;\u0153uvre, alors que je prends mes nouvelles fonctions de directeur de la d\u00e9fense des int\u00e9r\u00eats des clients de Calabrio.<\/p>\n<p>&nbsp;<\/p>\n<p>Que signifie donc \u00eatre un d\u00e9fenseur du client ? C&rsquo;est une question \u00e0 laquelle nous avons beaucoup r\u00e9fl\u00e9chi lorsque nous avons planifi\u00e9 le r\u00f4le de d\u00e9fenseur de la client\u00e8le. Bien que la d\u00e9fense des int\u00e9r\u00eats des clients puisse prendre de nombreuses formes diff\u00e9rentes, voici les trois piliers cl\u00e9s de la d\u00e9fense des int\u00e9r\u00eats des clients sur lesquels je me concentrerai alors que nous continuons \u00e0 chercher des moyens de servir nos clients.  <\/p>\n<p>&nbsp;<\/p>\n<h2>3 fa\u00e7ons de construire une culture encore plus centr\u00e9e sur le client chez Calabrio<\/h2>\n<h3>\u00c9couter et apprendre<\/h3>\n<p>L&rsquo;un des principaux objectifs du d\u00e9fenseur de la client\u00e8le est de travailler en r\u00e9seau avec nos clients, de les \u00e9couter et d&rsquo;apprendre d&rsquo;eux. Chaque conversation que nous avons nous aide \u00e0 mieux comprendre les d\u00e9fis auxquels nous sommes confront\u00e9s en tant qu&rsquo;industrie et \u00e0 atteindre nos objectifs. <\/p>\n<p>Dans le cadre de mes fonctions, j&rsquo;aurai l&rsquo;occasion de visiter un grand nombre d&rsquo;organisations de toutes formes et de toutes tailles, ce qui nous permettra d&rsquo;apprendre et de nous enrichir de vos exp\u00e9riences collectives.<\/p>\n<p>&nbsp;<\/p>\n<h3>Partager les id\u00e9es<\/h3>\n<p>Partager les exp\u00e9riences recueillies aupr\u00e8s de nos clients avec l&rsquo;\u00e9quipe interne de Calabrio est une \u00e9tape importante pour s&rsquo;assurer que nous r\u00e9pondons aux besoins de nos clients. En outre, le fait de nous faire part de vos plus grands d\u00e9fis nous aide \u00e0 d\u00e9terminer nos futurs domaines d&rsquo;intervention et nous incite \u00e0 rechercher des moyens nouveaux et innovants pour r\u00e9soudre vos probl\u00e8mes les plus urgents. <\/p>\n<p>Il est tout aussi important de partager vos r\u00e9ussites ! Les histoires de r\u00e9ussite motivent vraiment tout le monde chez Calabrio, car nous nous consid\u00e9rons comme les partenaires de chacun de nos clients. Votre r\u00e9ussite est essentielle \u00e0 la n\u00f4tre et, en tant que d\u00e9fenseur des clients, je me suis donn\u00e9 pour mission de partager ces histoires avec notre personnel et nos partenaires.  <\/p>\n<h3><\/h3>\n<h3>Sensibilisation aux meilleures pratiques<\/h3>\n<p>En tant que personne ayant b\u00e2ti toute sa carri\u00e8re sur l&rsquo;apprentissage aupr\u00e8s de nos clients, je suis convaincu que nous devons \u00e0 l&rsquo;industrie de partager les meilleures pratiques que nous avons recueillies au fil des ans pour aider nos clients et nos partenaires \u00e0 tirer le meilleur parti de votre infrastructure technique et de vos ressources humaines. Le fait d&rsquo;avoir l&rsquo;occasion de travailler avec des clients issus de pratiquement tous les secteurs d&rsquo;activit\u00e9 nous donne une perspective unique sur les astuces et les techniques qui peuvent conduire votre organisation \u00e0 une plus grande r\u00e9ussite \u00e0 l&rsquo;avenir. <\/p>\n<p>J&rsquo;ai eu la chance de voir la croissance de l&rsquo;industrie des centres de contact au cours des 20 derni\u00e8res ann\u00e9es et je suis extr\u00eamement enthousiaste \u00e0 l&rsquo;id\u00e9e de mettre en place ce programme au sein de l&rsquo;organisation Calabrio et d&rsquo;entrer en contact avec nos clients \u00e0 un niveau plus approfondi. Si vous souhaitez en savoir plus ou discuter de la mani\u00e8re dont votre organisation peut approfondir votre partenariat avec Calabrio, n&rsquo;h\u00e9sitez pas \u00e0 me contacter par <a href=\"mailto:brad.snedeker@calabrio.com\" target=\"_blank\" rel=\"noopener noreferrer\">e-mail<\/a> ou sur <a href=\"https:\/\/twitter.com\/snedeker_brad\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter<\/a>. J&rsquo;ai h\u00e2te de vous lire !  <\/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":237,"featured_media":10826,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[],"blog-languages":[],"class_list":["post-10824","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques"],"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>3 fa\u00e7ons pour Calabrio de construire une culture centr\u00e9e sur le client | Calabrio<\/title>\n<meta name=\"description\" content=\"Bien que la d\u00e9fense des int\u00e9r\u00eats des clients puisse prendre de nombreuses formes 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