{"id":11576,"date":"2017-08-03T15:05:31","date_gmt":"2017-08-03T15:05:31","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/lengagement-des-salaries-est-la-etes-vous-pret-a-dire-oui"},"modified":"2025-09-02T06:02:21","modified_gmt":"2025-09-02T06:02:21","slug":"lengagement-des-salaries-est-la-etes-vous-pret-a-dire-oui","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/lengagement-des-salaries-est-la-etes-vous-pret-a-dire-oui\/","title":{"rendered":"L&rsquo;engagement des salari\u00e9s est l\u00e0 &#8211; \u00cates-vous pr\u00eat \u00e0 dire \u00ab\u00a0oui\u00a0\u00bb ?"},"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_6039770f1fdd80db0a07b55f4299ec6b\"\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\">L&rsquo;engagement des salari\u00e9s est l\u00e0 &#8211; \u00cates-vous pr\u00eat \u00e0 dire \u00ab\u00a0oui\u00a0\u00bb ?<\/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_6039770f1fdd80db0a07b55f4299ec6b\"] {\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%2Flengagement-des-salaries-est-la-etes-vous-pret-a-dire-oui%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%2Flengagement-des-salaries-est-la-etes-vous-pret-a-dire-oui%2F&#038;text=L&rsquo;engagement des salari\u00e9s est l\u00e0 &#8211; \u00cates-vous pr\u00eat \u00e0 dire \u00ab\u00a0oui\u00a0\u00bb ?\"\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%2Flengagement-des-salaries-est-la-etes-vous-pret-a-dire-oui%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>Lorsque Gartner cr\u00e9e une nouvelle cat\u00e9gorie de march\u00e9, les chefs d&rsquo;entreprise s&rsquo;en rendent compte. Et c&rsquo;est exactement ce qu&rsquo;ils ont fait en d\u00e9but d&rsquo;ann\u00e9e pour le monde des centres de contact.<\/p>\n<p>&nbsp;<\/p>\n<p>Apr\u00e8s avoir constat\u00e9 que l&rsquo;optimisation de la main-d&rsquo;\u0153uvre des centres de contact (WFO) s&rsquo;\u00e9tendait rapidement \u00e0 l&rsquo;engagement des employ\u00e9s, Gartner a cr\u00e9\u00e9 une nouvelle cat\u00e9gorie de march\u00e9 appel\u00e9e \u00ab\u00a0gestion de l&rsquo;engagement de la main-d&rsquo;\u0153uvre (WEM)\u00a0\u00bb pour d\u00e9crire ce nouvel accent mis sur l&#8217;employ\u00e9.<\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est logique. Dans le monde d&rsquo;aujourd&rsquo;hui, les entreprises doivent :<\/p>\n<ul>\n<li>offrir une exp\u00e9rience client de qualit\u00e9 sup\u00e9rieure et en constante am\u00e9lioration ;<\/li>\n<li>trouver des agents de centre de contact exp\u00e9riment\u00e9s ;<\/li>\n<li>surmonter la concurrence qui augmente quotidiennement ; et<\/li>\n<li>retenir des agents inconstants qui sont pr\u00e9dispos\u00e9s \u00e0 se d\u00e9sengager.<\/li>\n<\/ul>\n<p>Seul, le WFO ne peut pas atteindre ces objectifs. L&rsquo;objectif principal du WFO est d&rsquo;am\u00e9liorer les op\u00e9rations du centre de contact en r\u00e9duisant les co\u00fbts, en augmentant l&rsquo;efficacit\u00e9 et en r\u00e9duisant les temps de conversation et les temps de travail apr\u00e8s l&rsquo;appel &#8211; des objectifs g\u00e9n\u00e9ralement atteints gr\u00e2ce \u00e0 des outils tels que l&rsquo;enregistrement des interactions, le contr\u00f4le de la qualit\u00e9, la gestion de la main-d&rsquo;\u0153uvre et l&rsquo;analyse des interactions.<\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;excellence op\u00e9rationnelle reste une consid\u00e9ration importante pour les centres de contact d&rsquo;aujourd&rsquo;hui, mais d&rsquo;autres facteurs cl\u00e9s du march\u00e9 exigent \u00e9galement que l&rsquo;on se concentre davantage sur l&#8217;employ\u00e9. Et comme les outils WFO ne sont pas con\u00e7us pour favoriser l&rsquo;engagement des employ\u00e9s, cela signifie qu&rsquo;il faut compl\u00e9ter WFO par des offres WEM suppl\u00e9mentaires, centr\u00e9es sur l&rsquo;agent.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>De WFO \u00e0 WEM<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Les entreprises qui lancent des initiatives pour accro\u00eetre l&rsquo;engagement des employ\u00e9s des centres de contact visent g\u00e9n\u00e9ralement un ou plusieurs de ces objectifs :<\/p>\n<ul>\n<li>Diminuer l&rsquo;attrition des agents<\/li>\n<li>Fournir aux agents les outils dont ils ont besoin pour r\u00e9ussir et servir au mieux les clients.<\/li>\n<li>Orientez les clients vers les agents sp\u00e9cifiques &#8211; en fonction de leur expertise, de leur personnalit\u00e9, etc. &#8211; les mieux \u00e0 m\u00eame de r\u00e9pondre rapidement et de mani\u00e8re satisfaisante \u00e0 leurs demandes de service \u00e0 la client\u00e8le.<\/li>\n<li>Ajoutez des avantages indirects, tels que la valeur de l&rsquo;agent, la flexibilit\u00e9 de l&rsquo;agent, etc.<\/li>\n<\/ul>\n<p>Les plateformes utilis\u00e9es par ces entreprises pour renforcer l&rsquo;engagement des salari\u00e9s s&rsquo;articulent g\u00e9n\u00e9ralement autour de six grands axes :<\/p>\n<ul>\n<li>Recrutement et int\u00e9gration<\/li>\n<li>\u00c9valuation et am\u00e9lioration<\/li>\n<li>Gestion du temps<\/li>\n<li>Assistance et gestion des t\u00e2ches<\/li>\n<li>Mesures et reconnaissance<\/li>\n<li>Voix des employ\u00e9s (VoE)<\/li>\n<\/ul>\n<p>Apr\u00e8s tout, il est difficile et co\u00fbteux de trouver, de former et de conserver le personnel d&rsquo;un centre de contact tout en maintenant un niveau \u00e9lev\u00e9 de service \u00e0 la client\u00e8le. Il va de soi que l&rsquo;engagement des employ\u00e9s d&rsquo;un centre de contact, s&rsquo;il est bien g\u00e9r\u00e9, peut avoir un impact massif et positif sur les r\u00e9sultats d&rsquo;une entreprise. Gartner est du m\u00eame avis et pr\u00e9voit que d&rsquo;ici 2020, l&rsquo;engagement des employ\u00e9s sera un facteur cl\u00e9 de diff\u00e9renciation pour un centre de contact sur cinq<sup>.1<\/sup><\/p>\n<p>&nbsp;<\/p>\n<p>En tant que fournisseur leader de solutions technologiques pour les centres de contact, Calabrio offre aujourd&rsquo;hui dans sa plateforme <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\">Calabrio ONE<\/a> plusieurs capacit\u00e9s importantes pour soutenir les objectifs WEM, notamment<\/p>\n<ul>\n<li>la gamification ;<\/li>\n<li>le coaching, le mentorat et les \u00e9valuations ;<\/li>\n<li>la gestion du temps et de l&rsquo;intraday ;<\/li>\n<li>la gestion des performances, les mesures et la reconnaissance ;<\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/download-beyond-shift-bidding-dynamic-scheduling\/\">Des options de programmation flexibles et dynamiques<\/a>;<\/li>\n<li>Voix des employ\u00e9s (VoE) ; et<\/li>\n<li>l&rsquo;analyse des interactions.<\/li>\n<\/ul>\n<p>Ces outils sont essentiels, mais vous devez \u00e9galement revoir et \u00e9ventuellement r\u00e9orienter vos strat\u00e9gies. Une \u00e9tude d&rsquo;Aon Hewitt r\u00e9alis\u00e9e en 2015 a montr\u00e9 qu&rsquo;une augmentation de 5 % de l&rsquo;engagement des employ\u00e9s peut entra\u00eener une augmentation de 3 % du chiffre d&rsquo;affaires l&rsquo;ann\u00e9e suivante!<sup>2<\/sup><\/p>\n<p>&nbsp;<\/p>\n<p>Il est temps de dire \u00ab\u00a0oui\u00a0\u00bb \u00e0 l&rsquo;engagement des employ\u00e9s et Calabrio peut vous aider. T\u00e9l\u00e9chargez notre nouveau livre blanc \u00ab\u00a0<a href=\"https:\/\/www.calabrio.com\/definitive-primer-employee-engagement\/\"><strong>L&rsquo;abc de l&rsquo;engagement des employ\u00e9s des centres de contact<\/strong><\/a>\u00ab\u00a0pour en savoir plus sur le WEM, et notamment sur les trois meilleures pratiques qui vous permettront d&#8217;emprunter le chemin le plus rapide vers la r\u00e9ussite.<\/p>\n<p>&nbsp;<\/p>\n<p><sup>1<\/sup> Gartner, \u00ab\u00a0The Essential Shift from Workforce Optimization to Workforce Engagement Management\u00a0\u00bb (Le passage essentiel de l&rsquo;optimisation de la main-d&rsquo;\u0153uvre \u00e0 la gestion de l&rsquo;engagement de la main-d&rsquo;\u0153uvre). 24 mai 2016. <sup>2 <\/sup>Aon Hewitt, \u00ab\u00a02015 Trends in Global Employee Engagement\u00a0\u00bb.<\/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":268,"featured_media":5611,"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-11576","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>L&#039;engagement des salari\u00e9s est l\u00e0 pour durer. Votre centre de contact est-il pr\u00eat ?<\/title>\n<meta name=\"description\" content=\"Disposer d&#039;un plan d&#039;engagement des employ\u00e9s solide est essentiel pour le centre de contact moderne d&#039;aujourd&#039;hui. 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