{"id":11497,"date":"2016-10-13T15:55:45","date_gmt":"2016-10-13T15:55:45","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/centre-de-contact-moneyball"},"modified":"2026-01-19T12:59:57","modified_gmt":"2026-01-19T12:59:57","slug":"centre-de-contact-moneyball","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/centre-de-contact-moneyball\/","title":{"rendered":"Centre de contact Moneyball"},"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_e97d2a093798abe283cf4583c79a1f91\"\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\">Analytique <\/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\">Centre de contact Moneyball<\/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_e97d2a093798abe283cf4583c79a1f91\"] {\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%2Fcentre-de-contact-moneyball%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%2Fcentre-de-contact-moneyball%2F&#038;text=Centre de contact Moneyball\"\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%2Fcentre-de-contact-moneyball%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>Cette semaine, alors que nous accueillions des clients et des partenaires lors de notre conf\u00e9rence Calabrio Customer Connect (C3) ici \u00e0 Minneapolis, nous avons approfondi les discussions avec plusieurs de nos clients lors de sessions en petits groupes, alors qu&rsquo;ils discutaient de leurs exp\u00e9riences avec Calabrio.<\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;un des sujets les plus populaires \u00e9tait l&rsquo;analyse, et nous savons que l&rsquo;analyse multicanal change la fa\u00e7on dont les centres de contact \u00e9coutent la voix du client. Lorsque nous entendons les histoires de r\u00e9ussite de nos clients, cela nous conforte dans l&rsquo;id\u00e9e que <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">la technologie de l&rsquo;analyse<\/a> va continuer \u00e0 se d\u00e9velopper. L&rsquo;une de ces r\u00e9ussites est celle du client Ryan Bradley, directeur du centre d&rsquo;excellence chez <a href=\"https:\/\/www.erieinsurance.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Erie Insurance Group<\/a>, qui, lors de sa session, a donn\u00e9 une tournure Moneyball \u00e0 l&rsquo;analyse.<\/p>\n<p>&nbsp;<\/p>\n<h2>Comment faire un Homerun avec l&rsquo;analyse<\/h2>\n<p>&nbsp;<\/p>\n<p style=\"text-align: left\"><img loading=\"lazy\" decoding=\"async\" class=\"smaller-img aligncenter\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2026\/01\/contact-center-moneyball.webp\" alt=\"centre de contact moneyball\" width=\"285\" height=\"428\"><!--more--><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: left\">Pour ceux qui ne connaissent pas Moneyball, les techniques de <a href=\"https:\/\/en.wikipedia.org\/wiki\/Branch_Rickey\" target=\"_blank\" rel=\"noopener noreferrer\">Branch Rickey<\/a>ont \u00e9t\u00e9 test\u00e9es et affin\u00e9es par de nombreuses \u00e9quipes de sport professionnel au cours des sept derni\u00e8res d\u00e9cennies. Rickey a \u00e9t\u00e9 le premier \u00e0 mettre en \u0153uvre l&rsquo;analyse statistique dans le domaine du sport lorsqu&rsquo;il travaillait pour les Dodgers de Brooklyn, et il a \u00e9t\u00e9 \u00e0 l&rsquo;origine de ce que l&rsquo;on appelle aujourd&rsquo;hui l&rsquo;approche \u00ab\u00a0Moneyball\u00a0\u00bb, qui consiste \u00e0 utiliser l&rsquo;analyse statistique pour d\u00e9couvrir des joueurs talentueux qui n&rsquo;ont pas obtenu de bons r\u00e9sultats lors des tests de d\u00e9pistage traditionnels.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est gr\u00e2ce \u00e0 Moneyball que les A&rsquo;s d&rsquo;Oakland ont remport\u00e9 20 matchs cons\u00e9cutifs en 1991. Il est int\u00e9ressant de noter que ce type d&rsquo;analyse a \u00e9galement ouvert la voie \u00e0 l&rsquo;infiltration de l&rsquo;analyse dans de nombreuses d\u00e9cisions commerciales que nous prenons tous les jours.<\/p>\n<p>&nbsp;<\/p>\n<p>Comme beaucoup d&rsquo;entre nous le savent, l&rsquo;analyse fait partie des \u00e9l\u00e9ments vitaux du centre de contact et, \u00e0 l&rsquo;instar de Moneyball, l&rsquo;analyse peut \u00eatre utilis\u00e9e pour ajuster les strat\u00e9gies afin de pr\u00e9parer le centre de contact \u00e0 obtenir le meilleur r\u00e9sultat possible : la satisfaction et la fid\u00e9lisation des clients.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Mais dans un monde d&rsquo;\u00a0\u00bb<a href=\"https:\/\/www.bain.com\/publications\/articles\/infobesity-the-enemy-of-good-decisions.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">infob\u00e9sit\u00e9<\/a>\u00ab\u00a0, il ne s&rsquo;agit pas de collecter des informations, mais d&rsquo;\u00eatre capable de les r\u00e9duire afin de les traduire en informations utiles.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est l\u00e0 le v\u00e9ritable probl\u00e8me auquel sont confront\u00e9s les chefs d&rsquo;entreprise, qui se demandent comment tirer parti de la richesse des informations contenues dans le centre de contact. Erie Insurance Group a \u00e9t\u00e9 confront\u00e9 \u00e0 des d\u00e9fis similaires, mais voici quelques-unes des mesures que Ryan et son \u00e9quipe ont prises pour entrer dans le jeu des analyses.<\/p>\n<p>&nbsp;<\/p>\n<h3>1. Prenez le temps<\/h3>\n<p>Au d\u00e9but du projet, une \u00e9quipe de quatre employ\u00e9s charg\u00e9s de la gestion de la qualit\u00e9 a consacr\u00e9 environ 300 heures \u00e0 la d\u00e9finition des besoins de l&rsquo;entreprise et \u00e0 l&rsquo;\u00e9laboration d&rsquo;un cadre. Bien qu&rsquo;il s&rsquo;agisse d&rsquo;un processus \u00e0 forte intensit\u00e9 de main-d&rsquo;\u0153uvre, il a port\u00e9 ses fruits lorsque l&rsquo;\u00e9quipe a \u00e9t\u00e9 en mesure d&rsquo;identifier et de mettre en \u0153uvre rapidement les changements. Plus important encore, l&rsquo;\u00e9quipe QM a pass\u00e9 beaucoup de temps \u00e0 \u00e9couter les appels afin d&rsquo;obtenir les r\u00e9sultats les plus pr\u00e9cis possibles. S&rsquo;ils n&rsquo;avaient pas d\u00e9ploy\u00e9 ces efforts sur le terrain, le projet aurait pu \u00eatre mal orient\u00e9.<\/p>\n<h3>2. D\u00e9terminer les param\u00e8tres<\/h3>\n<p>Erie Insurance avait des questions et les a transform\u00e9es en id\u00e9es. Pour eux, il s&rsquo;agissait de comprendre l&rsquo;impact d&rsquo;un changement d&rsquo;option de paiement sur la fid\u00e9lit\u00e9 des clients. Qu&rsquo;il s&rsquo;agisse de savoir pourquoi certains appels durent plus longtemps que d&rsquo;autres ou de comprendre pourquoi certains clients appellent plus d&rsquo;une fois, l&rsquo;important est qu&rsquo;Erie Insurance ait pos\u00e9 les bonnes questions et d\u00e9velopp\u00e9 les bons processus autour de ces questions. Leur r\u00e9compense a \u00e9t\u00e9 d&rsquo;obtenir les r\u00e9ponses qu&rsquo;ils souhaitaient.<\/p>\n<h3>3. Cultiver l&rsquo;adh\u00e9sion<\/h3>\n<p>Pour garantir le succ\u00e8s d&rsquo;un programme d&rsquo;analyse, il faut que la direction et les agents y adh\u00e8rent. Erie Insurance a commenc\u00e9 modestement, en facilitant l&rsquo;entr\u00e9e de toutes les parties prenantes dans le nouveau processus par des mesures de d\u00e9part concernant la r\u00e9solution au premier appel. Bien que peu passionnantes, les conclusions de l&rsquo;\u00e9quipe sur le budget consacr\u00e9 \u00e0 la redondance des appels ont finalement contribu\u00e9 \u00e0 cr\u00e9er l&rsquo;adh\u00e9sion n\u00e9cessaire pour assurer la r\u00e9ussite du projet \u00e0 l&rsquo;avenir.<\/p>\n<p>L&rsquo;analyse nous donne la possibilit\u00e9 d&rsquo;obtenir des informations statistiques qui nous permettent de prendre des d\u00e9cisions plus \u00e9clair\u00e9es, et elle n&rsquo;est certainement pas pr\u00e8s de dispara\u00eetre.<\/p>\n<p>Vous voulez en savoir plus sur les strat\u00e9gies et les analyses Moneyball des centres de contact ? Consultez ces ressources :<\/p>\n<ul>\n<li>Livre blanc : \u00ab\u00a0<a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">Transformer le centre de contact en centre d&rsquo;intelligence client (Customer Intelligence Hub<\/a>)<\/li>\n<li>Article : \u00ab\u00a0<a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/quality-management\/why-random-sampling-alone-is-not-enough-to-ensure-quality\/\">Pourquoi l&rsquo;\u00e9chantillonnage al\u00e9atoire ne suffit pas \u00e0 garantir la qualit\u00e9 des centres de contact<\/a>\u00ab\u00a0.<\/li>\n<li>Suite compl\u00e8te d&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">analyses Calabrio<\/a> <\/li>\n<\/ul>\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":257,"featured_media":5805,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11497","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"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>Centre de contact Moneyball | Calabrio<\/title>\n<meta name=\"description\" content=\"Ryan Bradley, directeur du centre d&#039;excellence chez Erie Insurance Group, donne une tournure Moneyball \u00e0 l&#039;analyse des centres de contact.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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