{"id":31665,"date":"2020-05-28T13:17:15","date_gmt":"2020-05-28T13:17:15","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/comment-creer-un-tableau-de-bord-efficace-pour-lactivite-des-agents-a-distance\/"},"modified":"2025-05-15T09:07:06","modified_gmt":"2025-05-15T09:07:06","slug":"comment-creer-un-tableau-de-bord-efficace-pour-lactivite-des-agents-a-distance","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/comment-creer-un-tableau-de-bord-efficace-pour-lactivite-des-agents-a-distance\/","title":{"rendered":"Comment cr\u00e9er un tableau de bord efficace pour l&rsquo;activit\u00e9 des agents \u00e0 distance ?"},"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_36f25dc06a53deeac42662d4460e8fe1\"\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 cr\u00e9er un tableau de bord efficace pour l&rsquo;activit\u00e9 des agents \u00e0 distance ?<\/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_36f25dc06a53deeac42662d4460e8fe1\"] {\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%2Fcomment-creer-un-tableau-de-bord-efficace-pour-lactivite-des-agents-a-distance%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%2Fcomment-creer-un-tableau-de-bord-efficace-pour-lactivite-des-agents-a-distance%2F&#038;text=Comment cr\u00e9er un tableau de bord efficace pour l&rsquo;activit\u00e9 des agents \u00e0 distance ?\"\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 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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\"><div class=\"wpb-content-wrapper\">\n<p>Les tableaux de bord sont une repr\u00e9sentation visuelle des performances. Ils comparent g\u00e9n\u00e9ralement les objectifs de l&rsquo;entreprise sur la base d&rsquo;indicateurs de performance cl\u00e9s qui sont n\u00e9cessaires pour obtenir des r\u00e9sultats \u00e0 long terme. Une entreprise peut d\u00e9cider de ventiler un tableau de bord par \u00e9quipe, par individu ou par les deux, en fonction des r\u00e9sultats qu&rsquo;elle recherche. Mais parfois, les cartes de pointage peuvent s&rsquo;av\u00e9rer difficiles \u00e0 manier. Les anciens tableaux de bord manuels sont encore plus difficiles \u00e0 maintenir \u00e0 long terme, surtout lorsqu&rsquo;il s&rsquo;agit de surveiller l&rsquo;activit\u00e9 des agents \u00e0 distance.<\/p>\n<p>&nbsp;<\/p>\n<p>Les objectifs de vos tableaux de bord \u00e9chappent-ils au contr\u00f4le de vos gestionnaires ? Quel est l&rsquo;\u00e2ge de votre carte de pointage ? Quelles sont les motivations qui sous-tendent votre syst\u00e8me de notation ?<\/p>\n<p>&nbsp;<\/p>\n<p>Telles sont les questions que vous devez vous poser lorsque vous \u00e9valuez le tableau de bord de votre entreprise. De nombreux \u00e9l\u00e9ments de la vie de vos clients et de vos agents changent constamment. Ces changements doivent \u00eatre accompagn\u00e9s d&rsquo;une nouvelle strat\u00e9gie en mati\u00e8re de cartes de pointage. C&rsquo;est le moment id\u00e9al pour r\u00e9inventer votre tableau de bord. Pour ce faire, vous devez comprendre l&rsquo;importance d&rsquo;un tableau de bord r\u00e9nov\u00e9, comment le cr\u00e9er et comment le mettre en \u0153uvre avec succ\u00e8s.<\/p>\n<p>&nbsp;<\/p>\n<h2>Pourquoi vous devriez changer vos tableaux de bord<\/h2>\n<p>Les tableaux de bord obsol\u00e8tes contiennent des param\u00e8tres qui \u00e9taient peut-\u00eatre importants avant la pand\u00e9mie, mais qui le sont moins aujourd&rsquo;hui. Les clients sont effray\u00e9s et anxieux \u00e0 l&rsquo;id\u00e9e de ce qui les attend. Cela peut entra\u00eener des <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/quality-management\/average-handle-time\/\" target=\"_blank\" rel=\"noopener\">temps de traitement moyens<\/a> plus longs, une augmentation du nombre d&rsquo;appels et un impact plus important sur les ventes. Si cela constitue en soi une raison de r\u00e9inventer votre tableau de bord, il est \u00e9galement important de r\u00e9\u00e9valuer en permanence la fa\u00e7on dont votre centre de contact a \u00e9volu\u00e9. Les besoins apparaissent et disparaissent, et vous devriez vous fixer un rythme annuel pour examiner votre tableau de bord. Prenez le temps de le reconfigurer pour qu&rsquo;il refl\u00e8te fid\u00e8lement vos objectifs commerciaux. Cela permettra \u00e0 vos employ\u00e9s et \u00e0 vos clients de vivre la meilleure exp\u00e9rience possible.<\/p>\n<h2>Comment cr\u00e9er votre nouveau tableau de bord<\/h2>\n<p>Vous avez peut-\u00eatre la t\u00eate qui tourne en pensant \u00e0 ce qu&rsquo;il faut mettre en avant dans un tableau de bord. Tout d&rsquo;abord, posez-vous la question suivante : \u00ab\u00a0Que voulons-nous atteindre ?\u00a0\u00bb. Cr\u00e9ez des objectifs sp\u00e9cifiques et r\u00e9alisables sur la base de ces mesures. Fixez des objectifs \u00e0 la port\u00e9e de vos employ\u00e9s, ainsi que des objectifs pertinents pour l&rsquo;\u00e9poque et le poste. Organisez la repr\u00e9sentation visuelle du tableau de bord de mani\u00e8re compr\u00e9hensible.<\/p>\n<p>Veillez \u00e0 ce que chaque \u00e9l\u00e9ment ait une signification sp\u00e9cifique et \u00e0 ce que les points les plus importants puissent \u00eatre facilement extraits de la page et assimil\u00e9s. Nos agents vous conseillent \u00e9galement de baser ces mesures sur des rapports hebdomadaires ou mensuels. De cette fa\u00e7on, il montre une moyenne de votre travail, et pas seulement un jour. Une fois cette \u00e9tape franchie, vous \u00eates pr\u00eat \u00e0 mettre en place votre nouveau syst\u00e8me de notation.<\/p>\n<p>&nbsp;<\/p>\n<h2>Mise en \u0153uvre de votre nouveau tableau de bord<\/h2>\n<p>La mise en place des tableaux de bord doit \u00eatre approuv\u00e9e par vos employ\u00e9s. Avant le lancement officiel, veillez \u00e0 tester votre nouveau tableau de bord. Montrez que cela fonctionne, mettez en \u00e9vidence les diff\u00e9rences et expliquez comment cela changera l&rsquo;exp\u00e9rience de vos employ\u00e9s. Ensuite, partagez vos conclusions avec les responsables des \u00e9quipes. Montrez-leur ce qui motive le changement et en quoi il leur sera b\u00e9n\u00e9fique, \u00e0 eux et \u00e0 leurs employ\u00e9s. Cr\u00e9ez un plan d&rsquo;action dans lequel vos managers introduiront correctement le tableau de bord \u00e0 leurs agents.<\/p>\n<p>Une fois le tableau de bord mis en place, cela ne s&rsquo;arr\u00eate pas l\u00e0 ! Gardez un \u0153il sur vos indicateurs ; si quelque chose ne fonctionne pas, revenez \u00e0 la case d\u00e9part. Une fois que vous disposez de bons indicateurs, veillez \u00e0 les r\u00e9\u00e9valuer p\u00e9riodiquement pour vous assurer que vous disposez du meilleur syst\u00e8me pour votre marque.<\/p>\n<p>&nbsp;<\/p>\n<h2>Mettre \u00e0 jour les tableaux de bord pour mieux contr\u00f4ler l&rsquo;activit\u00e9 des agents \u00e0 distance<\/h2>\n<p>Bien que l&rsquo;ensemble de ce processus puisse para\u00eetre intimidant, la cr\u00e9ation d&rsquo;un nouveau tableau de bord aura un effet consid\u00e9rable sur l&rsquo;exp\u00e9rience de vos clients et de vos employ\u00e9s. Lorsque votre nouveau tableau de bord est mis en \u0153uvre avec des objectifs r\u00e9alisables, il stimule l&rsquo;activit\u00e9. Si vous avez besoin d&rsquo;aide pour cr\u00e9er une nouvelle carte de score, nous sommes l\u00e0 pour vous.<\/p>\n<p>Nous avons des experts pr\u00eats \u00e0 vous aider \u00e0 revitaliser votre tableau de bord ou \u00e0 vous fournir des conseils sur les mesures. Vous pouvez \u00e9galement regarder notre webinaire gratuit sur les \u00ab\u00a0<a href=\"https:\/\/info.calabrio.com\/creating-agent-scorecards\/\">choses \u00e0 faire et \u00e0 ne pas faire pour cr\u00e9er des tableaux de bord pour les agents<\/a>\u00a0\u00bb pour obtenir des informations plus approfondies.<\/p>\n<p>&nbsp;<\/p>\n<p><a class=\"btn-primary px-c\/l js-Watch_Now-btn\" href=\"https:\/\/info.calabrio.com\/creating-agent-scorecards\/?_gl=1*1g2y5iu*_ga*NTUzMjA2MTM1LjE3NDcyODM1NTI.*_ga_T3T41458L3*czE3NDcyOTg2MjIkbzkkZzEkdDE3NDcyOTk2MTEkajI1JGwwJGgw*_gcl_au*MTIzODk1MDQzNi4xNzQ3MjgzNTUx\" title=\"Regarder\" aria-label=\"Watch Now\" target=\"_self\"><br \/>\n   <span class=\"button__text\">Regarder<\/span><br \/>\n<\/a><\/p>\n<\/div>\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":5024,"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-31665","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Comment cr\u00e9er un tableau de bord efficace pour l&#039;activit\u00e9 des agents \u00e0 distance ? | Calabrio<\/title>\n<meta name=\"description\" content=\"La cr\u00e9ation d&#039;un nouveau tableau de bord peut am\u00e9liorer consid\u00e9rablement l&#039;exp\u00e9rience de vos clients et de vos employ\u00e9s. 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