{"id":22524,"date":"2024-09-10T19:15:41","date_gmt":"2024-09-10T19:15:41","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/comment-lq-transforme-la-gestion-du-personnel-pour-ameliorer-lexperience-des-residents\/"},"modified":"2025-03-27T19:06:32","modified_gmt":"2025-03-27T19:06:32","slug":"comment-lq-transforme-la-gestion-du-personnel-pour-ameliorer-lexperience-des-residents","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/comment-lq-transforme-la-gestion-du-personnel-pour-ameliorer-lexperience-des-residents\/","title":{"rendered":"Comment L&amp;Q transforme la gestion du personnel pour am\u00e9liorer l&rsquo;exp\u00e9rience des r\u00e9sidents"},"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_6e7ae816825b3aa1f90039c0b5e9a5bb\"\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\">Comment L&amp;Q transforme la gestion du personnel pour am\u00e9liorer l&rsquo;exp\u00e9rience des r\u00e9sidents<\/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_6e7ae816825b3aa1f90039c0b5e9a5bb\"] {\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\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\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><a href=\"https:\/\/www.lqgroup.org.uk\/\">L&amp;Q<\/a>, l&rsquo;une des plus grandes associations de logement du Royaume-Uni, a entrepris de r\u00e9volutionner ses pratiques de gestion des ressources humaines, ce qui a permis d&rsquo;am\u00e9liorer consid\u00e9rablement la satisfaction des clients et l&rsquo;engagement des employ\u00e9s. Le catalyseur du changement chez L&amp;Q L&amp;Q g\u00e8re plus de 105 000 logements \u00e0 Londres, dans le sud-est et le nord-ouest de l&rsquo;Angleterre, au service d&rsquo;environ 250 000 personnes. Avec une client\u00e8le aussi large et diversifi\u00e9e, et dans un contexte de plafonnement des loyers, d&rsquo;inflation et de crise du logement, L&amp;Q avait besoin d&rsquo;une solution WFM qui lui permettrait d&rsquo;optimiser les <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/guide-des-previsions-pour-les-centres-de-contact-methodes-conseils-et-outils-pour-2025\/\">pr\u00e9visions et la programmation<\/a> afin de g\u00e9rer efficacement les ressources en cas de demande fluctuante, en garantissant des r\u00e9ponses rapides aux r\u00e9parations et des premi\u00e8res r\u00e9parations, cruciales pour la satisfaction des locataires et la conformit\u00e9 aux r\u00e9glementations.<\/p>\n<p>Kim Baker, responsable des services de soutien op\u00e9rationnel chez L&amp;Q, a soulign\u00e9 les d\u00e9fis initiaux : \u00ab\u00a0En 2019, nous avions une approche vraiment obsol\u00e8te de la planification de la main-d&rsquo;\u0153uvre au sein de notre centre de contact. Nous utilisions principalement des feuilles de calcul et n&rsquo;avions pas la capacit\u00e9 de pr\u00e9voir efficacement la demande des clients.\u00a0\u00bb<\/p>\n<p>Les limites de leur ancien syst\u00e8me WFM rendaient difficile la pr\u00e9vision pr\u00e9cise des volumes d&rsquo;appels ou l&rsquo;allocation efficace des ressources, ce qui se traduisait par des temps d&rsquo;attente plus longs et une exp\u00e9rience client incoh\u00e9rente. Avec plus de 280 agents de centre de contact travaillant sur une base hybride agile, L&amp;Q a reconnu le besoin d&rsquo;une solution plus robuste. L&amp;Q s&rsquo;est tourn\u00e9 vers Calabrio, un fournisseur leader de WFM, pour moderniser son approche. Ayant d\u00e9j\u00e0 utilis\u00e9 Calabrio dans une organisation pr\u00e9c\u00e9dente, Kim souligne qu&rsquo;elle a toujours eu l&rsquo;impression que \u00ab\u00a0la capacit\u00e9 de Calabrio \u00e0 pr\u00e9voir des sc\u00e9narios est bien meilleure que celle des autres fournisseurs de WFM\u00a0\u00bb : Le changement strat\u00e9gique de L&amp;Q La d\u00e9cision de L&amp;Q de s&rsquo;associer \u00e0 Calabrio et <a href=\"https:\/\/bslgroup.com\/workforce-engagement\/\">Business Systems a marqu\u00e9 un tournant dans son parcours WFM<\/a>. Au d\u00e9part, la transition ne s&rsquo;est pas faite sans difficult\u00e9s. L&amp;Q s&rsquo;\u00e9tait initialement approvisionn\u00e9 en Calabrio aupr\u00e8s d&rsquo;un autre fournisseur, avec lequel il avait sign\u00e9 un contrat de trois ans, mais il s&rsquo;est tourn\u00e9 vers Business Systems car il trouvait que le fournisseur pr\u00e9c\u00e9dent manquait de communication et de contact. Comme Kim avait d\u00e9j\u00e0 utilis\u00e9 Calabrio, elle savait de quoi le syst\u00e8me \u00e9tait capable. Les contacts r\u00e9guliers de Business Systems avec L&amp;Q leur ont permis d&rsquo;exploiter pleinement les capacit\u00e9s de Calabrio, d&rsquo;optimiser la planification de leurs effectifs et d&rsquo;am\u00e9liorer leur capacit\u00e9 \u00e0 r\u00e9pondre \u00e0 la demande de leurs clients.<\/p>\n<p>\u00ab\u00a0Depuis que nous sommes pass\u00e9s \u00e0 Business Systems, nous avons constat\u00e9 une am\u00e9lioration significative de l&rsquo;assistance dont nous b\u00e9n\u00e9ficions. Nous sommes pass\u00e9s de z\u00e9ro contact en trois ans \u00e0 des \u00e9valuations trimestrielles, et un r\u00e9seau d&rsquo;assistance en cas de probl\u00e8me avec le produit a chang\u00e9 la donne\u00a0\u00bb, explique Kim.Am\u00e9liorer la satisfaction des clients et des agents L&rsquo;un des r\u00e9sultats les plus significatifs de la transformation WFM de L&amp;Q a \u00e9t\u00e9 l&rsquo;am\u00e9lioration de la satisfaction des clients et des employ\u00e9s. Gr\u00e2ce \u00e0 de meilleurs outils de pr\u00e9vision et de programmation, L&amp;Q a pu r\u00e9duire les temps d&rsquo;attente et veiller \u00e0 ce que les clients soient mis en relation avec les bons conseillers au bon moment.<\/p>\n<p>\u00ab\u00a0Nos clients nous disent tout le temps, dans leurs commentaires et sur les forums, qu&rsquo;ils sont heureux d&rsquo;attendre pour nous parler, \u00e0 condition que nous fassions bien les choses d\u00e8s le premier contact\u00a0\u00bb, explique Kim. En se concentrant sur la r\u00e9solution du premier contact et en identifiant les vuln\u00e9rabilit\u00e9s des clients, L&amp;Q a pu donner la priorit\u00e9 \u00e0 la qualit\u00e9 des interactions plut\u00f4t qu&rsquo;\u00e0 la simple r\u00e9duction des temps d&rsquo;appel.<\/p>\n<p>L&rsquo;introduction de la planification bas\u00e9e sur les pr\u00e9f\u00e9rences a \u00e9galement eu un impact positif sur la main-d&rsquo;\u0153uvre de L&amp;Q. Cette fonction permet aux agents de mieux contr\u00f4ler leur emploi du temps, ce qui se traduit par une plus grande satisfaction au travail. \u00ab\u00a0Le travail post\u00e9 \u00e9tait la principale source d&rsquo;insatisfaction de nos agents\u00a0\u00bb, note Kim. \u00ab\u00a0Aujourd&rsquo;hui, gr\u00e2ce \u00e0 la planification bas\u00e9e sur les pr\u00e9f\u00e9rences, cette question ne se pose plus et nous recevons des commentaires positifs. Naviguer dans les tendances \u00e9mergentes : L&rsquo;approche avant-gardiste de L&amp;Q Alors que L&amp;Q se tourne vers l&rsquo;avenir, l&rsquo;organisation se pr\u00e9pare \u00e0 adopter la transformation num\u00e9rique tout en continuant \u00e0 r\u00e9pondre aux besoins diversifi\u00e9s de ses clients. Si les appels t\u00e9l\u00e9phoniques traditionnels restent la forme de contact la plus populaire, L&amp;Q explore les canaux num\u00e9riques et les options de libre-service pour mieux servir ses r\u00e9sidents.<\/p>\n<p>\u00ab\u00a0Nous travaillons \u00e0 l&rsquo;am\u00e9lioration de nos syst\u00e8mes internes, tels que nos syst\u00e8mes de gestion de la relation client et de r\u00e9servation de r\u00e9parations, afin d&rsquo;\u00e9voluer vers le libre-service au cours des deux prochaines ann\u00e9es\u00a0\u00bb, a d\u00e9clar\u00e9 M. Kim. \u00ab\u00a0Mais nous reconnaissons qu&rsquo;une grande partie de nos clients ont une vuln\u00e9rabilit\u00e9 ou un besoin d&rsquo;ajustement des services qui n\u00e9cessite une touche personnelle\u00a0\u00bb.<\/p>\n<p>En \u00e9quilibrant soigneusement l&rsquo;introduction de nouvelles technologies et la n\u00e9cessit\u00e9 d&rsquo;un service personnalis\u00e9, L&amp;Q se positionne pour r\u00e9pondre aux demandes changeantes de sa client\u00e8le. Le\u00e7ons apprises et meilleures pratiques Le parcours de L&amp;Q offre de pr\u00e9cieuses indications aux autres associations de logement qui cherchent \u00e0 am\u00e9liorer leurs pratiques en mati\u00e8re de gestion des ressources humaines :<\/p>\n<p>1. D\u00e9finissez vos objectifs : Le succ\u00e8s de L&amp;Q repose sur une compr\u00e9hension claire de ce qu&rsquo;ils attendent d&rsquo;un syst\u00e8me WFM : des pr\u00e9visions pr\u00e9cises, une meilleure planification et une plus grande satisfaction des agents.<\/p>\n<p>2. Choisissez le bon partenaire : Le passage \u00e0 Business Systems a \u00e9t\u00e9 crucial pour L&amp;Q, car il lui a apport\u00e9 le soutien et l&rsquo;expertise n\u00e9cessaires pour utiliser pleinement sa solution WFM.<\/p>\n<p>3. Donner la priorit\u00e9 \u00e0 l&rsquo;engagement des employ\u00e9s : En mettant en place des horaires bas\u00e9s sur les pr\u00e9f\u00e9rences, L&amp;Q s&rsquo;est attaqu\u00e9 \u00e0 une source majeure d&rsquo;insatisfaction des employ\u00e9s, ce qui s&rsquo;est traduit par une main-d&rsquo;\u0153uvre plus heureuse et plus productive.<\/p>\n<p>4. Planifier l&rsquo;avenir : L&amp;Q se pr\u00e9pare \u00e0 l&rsquo;\u00e9volution vers les canaux num\u00e9riques et le libre-service, en s&rsquo;assurant d&rsquo;\u00eatre \u00e9quip\u00e9 pour g\u00e9rer les changements de comportement des clients tout en maintenant des normes de service \u00e9lev\u00e9es.<\/p>\n<p>La transformation de la strat\u00e9gie de gestion des effectifs de L&amp;Q t\u00e9moigne de la puissance des partenariats strat\u00e9giques et des technologies modernes. En adoptant une <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\">solution WFM plus sophistiqu\u00e9e<\/a> et en se concentrant sur la satisfaction des clients et des employ\u00e9s, L&amp;Q s&rsquo;est positionn\u00e9 en tant que leader dans le secteur des associations de logement. Alors que le secteur continue d&rsquo;\u00e9voluer, l&rsquo;exp\u00e9rience de L&amp;Q constitue une feuille de route pr\u00e9cieuse pour les autres organisations qui cherchent \u00e0 am\u00e9liorer leurs op\u00e9rations et \u00e0 mieux servir leurs communaut\u00e9s.<\/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":223,"featured_media":40148,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-22524","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>Comment L&amp;Q transforme la 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