{"id":30354,"date":"2017-11-28T09:28:14","date_gmt":"2017-11-28T09:28:14","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/stimulez-lengagement-des-employes-du-centre-dappel-7-idees-et-activites\/"},"modified":"2026-01-19T12:07:24","modified_gmt":"2026-01-19T12:07:24","slug":"stimulez-lengagement-des-employes-du-centre-dappel-7-idees-et-activites","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/stimulez-lengagement-des-employes-du-centre-dappel-7-idees-et-activites\/","title":{"rendered":"Stimulez l&rsquo;engagement des employ\u00e9s du centre d&rsquo;appel : 7 id\u00e9es et activit\u00e9s"},"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_b00dcaaa2bff5a6d9bcfc5a4563b44cb\"\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\">Stimulez l&rsquo;engagement des employ\u00e9s du centre d&rsquo;appel : 7 id\u00e9es et activit\u00e9s<\/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_b00dcaaa2bff5a6d9bcfc5a4563b44cb\"] {\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%2Fstimulez-lengagement-des-employes-du-centre-dappel-7-idees-et-activites%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%2Fstimulez-lengagement-des-employes-du-centre-dappel-7-idees-et-activites%2F&#038;text=Stimulez l&rsquo;engagement des employ\u00e9s du centre d&rsquo;appel : 7 id\u00e9es et activit\u00e9s\"\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%2Fstimulez-lengagement-des-employes-du-centre-dappel-7-idees-et-activites%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>L&rsquo;engagement des employ\u00e9s n&rsquo;est plus une question secondaire. C&rsquo;est une n\u00e9cessit\u00e9 pour toutes les entreprises, y compris les centres de contact. Une \u00e9tude d&rsquo;Aon Hewitt 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.<\/p>\n<p>&nbsp;<\/p>\n<p>Des agents de centre de contact heureux conduisent \u00e0 des clients heureux et des <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/workforce-management\/goals-improve-contact-center-performance\/\">clients heureux conduisent \u00e0 de meilleurs r\u00e9sultats commerciaux<\/a>. Il peut \u00eatre difficile de trouver des moyens de stimuler l&rsquo;engagement des employ\u00e9s. Voici sept fa\u00e7ons d&rsquo;influencer les r\u00e9sultats de l&rsquo;entreprise gr\u00e2ce \u00e0 l&rsquo;engagement des employ\u00e9s.<\/p>\n<p>&nbsp;<\/p>\n<h2>1. Motivation des agents<\/h2>\n<p>Cr\u00e9ez et entretenez une atmosph\u00e8re agr\u00e9able et comp\u00e9titive en motivant les agents pour qu&rsquo;ils atteignent ou d\u00e9passent les attentes et atteignent des objectifs sp\u00e9cifiques li\u00e9s aux objectifs de l&rsquo;entreprise.<\/p>\n<h2>2. Coaching et mentorat<\/h2>\n<p>Laissez suffisamment de temps aux agents pour suivre leurs propres performances afin de savoir o\u00f9 ils peuvent s&rsquo;am\u00e9liorer. Un programme de mentorat peut aider \u00e0 stimuler les personnes peu performantes tout en offrant des possibilit\u00e9s de d\u00e9veloppement aux personnes tr\u00e8s performantes.<\/p>\n<h2>3. \u00c9valuation et reconnaissance<\/h2>\n<p><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/\">Les agents veulent conna\u00eetre leurs performances<\/a>. La mise en place d&rsquo;\u00e9valuations appropri\u00e9es et la reconnaissance du d\u00e9passement des attentes auront un impact consid\u00e9rable sur l&rsquo;engagement.<\/p>\n<h2>4. Gestion du temps<\/h2>\n<p>Donnez aux agents la possibilit\u00e9 de contr\u00f4ler leur emploi du temps. <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\">Des outils tels que la planification dynamique -l&rsquo;approche moderne de Calabrio<\/a>en mati\u00e8re d&rsquo;appels d&rsquo;offres &#8211; permettent aux agents de b\u00e9n\u00e9ficier d&rsquo;une visibilit\u00e9, d&rsquo;une flexibilit\u00e9 et d&rsquo;un contr\u00f4le accrus de leur emploi du temps et de l&rsquo;\u00e9quilibre entre leur vie professionnelle et leur vie priv\u00e9e.<\/p>\n<h2>5. Gestion intrajournali\u00e8re<\/h2>\n<p>Les agents ont la possibilit\u00e9 d&rsquo;accepter des heures suppl\u00e9mentaires ou de prendre des cong\u00e9s volontaires pour faire face \u00e0 des changements impr\u00e9vus dans les besoins en personnel, tout en gardant \u00e0 l&rsquo;esprit les besoins de l&rsquo;entreprise.<\/p>\n<h2>6. La voix du salari\u00e9 (VoE)<\/h2>\n<p>L&rsquo;\u00e9coute des agents, que ce soit par le biais d&rsquo;un logiciel d&rsquo;analyse ou en leur donnant un si\u00e8ge \u00e0 la table, peut aider \u00e0 r\u00e9soudre les probl\u00e8mes avant qu&rsquo;ils n&rsquo;aient un impact sur l&rsquo;engagement ou qu&rsquo;ils ne conduisent \u00e0 un changement de personnel.<\/p>\n<h2>7. Analyse des interactions<\/h2>\n<p>L&rsquo;utilisation d&rsquo;une plateforme d&rsquo;analyse compl\u00e8te vous permet d&rsquo;<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">exploiter les donn\u00e9es d&rsquo;interaction avec les clients<\/a> afin de fournir des analyses comparatives pr\u00e9dictives et des informations comportementales qui peuvent \u00eatre utilis\u00e9es pour am\u00e9liorer l&rsquo;engagement et la fid\u00e9lisation des employ\u00e9s.<\/p>\n<p>Pour en savoir plus sur l&rsquo;engagement des salari\u00e9s, consultez notre livre blanc intitul\u00e9 \u00a0\u00bb <a href=\"https:\/\/www.calabrio.com\/definitive-primer-employee-engagement\/\">The Definitive Primer on Employee Engagement\u00a0\u00bb (L&rsquo;essentiel sur l&rsquo;engagement des salari\u00e9s)<\/a>.<\/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":234,"featured_media":39953,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-30354","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>Stimulez l&#039;engagement des employ\u00e9s du centre d&#039;appel : 7 id\u00e9es et activit\u00e9s | Calabrio<\/title>\n<meta name=\"description\" content=\"Comment accro\u00eetre l&#039;engagement des employ\u00e9s dans votre centre de contact ? 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