{"id":31921,"date":"2025-05-20T18:03:06","date_gmt":"2025-05-20T18:03:06","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/redefinir-la-gestion-des-performances-des-centres-de-contact-alimenter-le-cycle-moderne-de-la-reussite\/"},"modified":"2025-05-20T18:04:28","modified_gmt":"2025-05-20T18:04:28","slug":"redefinir-la-gestion-des-performances-des-centres-de-contact-alimenter-le-cycle-moderne-de-la-reussite","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/redefinir-la-gestion-des-performances-des-centres-de-contact-alimenter-le-cycle-moderne-de-la-reussite\/","title":{"rendered":"Red\u00e9finir la gestion des performances des centres de contact : Alimenter le cycle moderne de la r\u00e9ussite"},"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_7f00dce14d1fcd7b89f984a52633f55f\"\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\">Gestion du personnel <\/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\">Red\u00e9finir la gestion des performances des centres de contact : Alimenter le cycle moderne de la r\u00e9ussite<\/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_7f00dce14d1fcd7b89f984a52633f55f\"] {\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%2Fredefinir-la-gestion-des-performances-des-centres-de-contact-alimenter-le-cycle-moderne-de-la-reussite%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%2Fredefinir-la-gestion-des-performances-des-centres-de-contact-alimenter-le-cycle-moderne-de-la-reussite%2F&#038;text=Red\u00e9finir la gestion des performances des centres de contact : Alimenter le cycle moderne de la r\u00e9ussite\"\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%2Fredefinir-la-gestion-des-performances-des-centres-de-contact-alimenter-le-cycle-moderne-de-la-reussite%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\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">R\u00e9servez une d\u00e9monstration<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>C\u2019est parti<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"R\u00e9servez une d\u00e9monstration\"\n\t\t\t\t>\n\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\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><span data-contrast=\"none\">La gestion des performances dans les centres de contact a besoin d&rsquo;une remise \u00e0 z\u00e9ro. Les superviseurs sont noy\u00e9s sous les donn\u00e9es, les agents manquent de visibilit\u00e9 sur les objectifs et le coaching est souvent incoh\u00e9rent ou r\u00e9actif. Il est temps de cesser de g\u00e9rer les performances \u00e0 l&rsquo;aide de feuilles de calcul et de commencer \u00e0 les piloter \u00e0 l&rsquo;aide d&rsquo;une strat\u00e9gie.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Dans le monde des centres de contact, \u00ab\u00a0faire plus avec moins\u00a0\u00bb est un mantra courant. Mais les op\u00e9rations les plus avant-gardistes d\u00e9bouchent sur quelque chose de bien plus puissant : un syst\u00e8me de gestion de l&rsquo;information.  <\/span><b><span data-contrast=\"none\">Le cycle de la r\u00e9ussite<\/span><\/b><span data-contrast=\"none\"> aliment\u00e9 par trois forces interd\u00e9pendantes-<\/span><b><span data-contrast=\"none\">l&rsquo;engagement des employ\u00e9s, l&rsquo;exp\u00e9rience client (CX) et l&rsquo;efficacit\u00e9 op\u00e9rationnelle.<\/span><\/b><span data-contrast=\"none\">. Lorsque les agents se sentent soutenus, ils fournissent un meilleur service. Ce service de qualit\u00e9 sup\u00e9rieure fid\u00e9lise les clients, ce qui r\u00e9duit le taux de d\u00e9sabonnement et les d\u00e9lais de traitement, lib\u00e9rant ainsi des ressources \u00e0 r\u00e9investir dans l&rsquo;\u00e9quipe de premi\u00e8re ligne. Il s&rsquo;agit d&rsquo;un  <\/span><b><span data-contrast=\"none\">une boucle vertueuse qui stimule la croissance durable<\/span><\/b><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Alors pourquoi tant de centres de contact ont-ils du mal \u00e0 le faire tourner ?<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Fragmentation\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>L\u00e0 o\u00f9 le cycle s&rsquo;interrompt : La fragmentation<\/h2>\n<p><span data-contrast=\"none\">La plupart des centres fonctionnent avec des solutions ponctuelles d\u00e9connect\u00e9es. Les donn\u00e9es sont stock\u00e9es dans des silos, les flux de travail sont manuels et les informations ne circulent pas facilement d&rsquo;un syst\u00e8me \u00e0 l&rsquo;autre. Cette fragmentation se manifeste par quatre sympt\u00f4mes cl\u00e9s :<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"none\">Coaching incoh\u00e9rent<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Programmation rigide et obsol\u00e8te<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Pr\u00e9visions r\u00e9actives et sujettes aux erreurs<\/span><\/b><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Des informations sur les CX enferm\u00e9es dans des tableaux de bord isol\u00e9s<\/span><\/b><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Cette prolif\u00e9ration technologique oblige les superviseurs \u00e0 chercher des r\u00e9ponses au lieu d&rsquo;aider les agents \u00e0 s&rsquo;\u00e9panouir. Les d\u00e9cisions sont ralenties. La frustration monte. Feuilles de fian\u00e7ailles. Et les clients en ressentent les effets. C&rsquo;est ainsi que le cycle de la r\u00e9ussite s&rsquo;arr\u00eate.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Platform\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Une plateforme en nuage, un noyau ax\u00e9 sur les performances<\/h2>\n<p><span data-contrast=\"none\">Selon notre rapport <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\"><span data-contrast=\"none\">rapport sur l&rsquo;\u00e9tat des centres de contact<\/span><\/a><span data-contrast=\"none\">98 % des centres de contact utilisent une forme ou une autre de logiciel de gestion des ressources humaines (WFM), mais seulement 38 % d&rsquo;entre eux utilisent des logiciels de gestion des ressources humaines bas\u00e9s sur l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e. <\/span><i><span data-contrast=\"none\">l&rsquo;engagement <\/span><\/i><span data-contrast=\"none\">de la main-d&rsquo;\u0153uvre (WEM) bas\u00e9es sur le cloud, ce qui limite leur capacit\u00e9 \u00e0 s&rsquo;adapter, \u00e0 optimiser et \u00e0 \u00e9voluer, <\/span><span data-contrast=\"none\">d&rsquo;adaptation, d&rsquo;optimisation et d&rsquo;\u00e9volution.<\/span><\/p>\n<p><span data-contrast=\"none\">La solution ? Une solution moderne, orient\u00e9e vers le nuage  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\"><span data-contrast=\"none\">WEM<\/span><span data-contrast=\"none\"> plate-forme<\/span><\/a><span data-contrast=\"none\"> dont le c\u0153ur est la <\/span><b><span data-contrast=\"none\">La gestion de la performance en son c\u0153ur<\/span><\/b><span data-contrast=\"none\">-Unifier les objectifs, le coaching et l&rsquo;analyse afin d&rsquo;obtenir des r\u00e9sultats concrets pour les agents et les entreprises. Lorsqu&rsquo;il est int\u00e9gr\u00e9 de mani\u00e8re transparente \u00e0  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\"><span data-contrast=\"none\">Gestion du personnel<\/span><\/a><span data-contrast=\"none\"> et <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/logiciel-dintelligence-conversationnelle\/\"><span data-contrast=\"none\">l&rsquo;intelligence des conversations<\/span><\/a><span data-contrast=\"none\">La gestion de la performance devient le centre de <\/span><b><span data-contrast=\"none\">centre de contr\u00f4le pour le succ\u00e8s des agents<\/span><\/b><span data-contrast=\"none\">.<\/span><span> <\/span><\/p>\n<ol>\n<li><b><span data-contrast=\"none\">Gestion des performances : Le moteur central<\/span><\/b><br \/>\n<span data-contrast=\"none\">Les tableaux de bord unifi\u00e9s regroupent les indicateurs cl\u00e9s de performance, les plans de coaching et les objectifs individuels en une seule vue. Les superviseurs peuvent se concentrer sur les domaines o\u00f9 le soutien est le plus n\u00e9cessaire, tandis que les agents voient clairement o\u00f9 ils en sont et comment s&rsquo;am\u00e9liorer &#8211; pas de conjectures, pas d&rsquo;exportations compliqu\u00e9es, juste des informations exploitables.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Gestion du personnel<\/span><\/b><br \/>\n<span data-contrast=\"none\">Les pr\u00e9visions aliment\u00e9es par l&rsquo;IA et la planification omnicanale garantissent que la dotation en personnel est align\u00e9e sur la demande r\u00e9elle. Gr\u00e2ce \u00e0 des outils en libre-service pour les \u00e9changes d&rsquo;\u00e9quipes et les demandes de cong\u00e9s, les agents se sentent responsabilis\u00e9s, ce qui r\u00e9duit les pertes et am\u00e9liore l&rsquo;engagement.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"none\">Intelligence de la conversation<\/span><\/b><br \/>\n<a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/\"><span data-contrast=\"none\">Gestion de la qualit\u00e9 pilot\u00e9e par l&rsquo;IA<\/span><\/a><span data-contrast=\"none\"> et <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\"><span data-contrast=\"none\">l&rsquo;analyse des interactions<\/span><\/a><span data-contrast=\"none\">  la surface des informations en temps r\u00e9el sur les sentiments, les tendances et la conformit\u00e9. Les probl\u00e8mes \u00e9mergents identifi\u00e9s lors d&rsquo;appels, de chats ou de SMS peuvent d\u00e9clencher des plans de coaching cibl\u00e9s, alimentant directement la gestion des performances et permettant de prendre des d\u00e9cisions plus intelligentes en mati\u00e8re de gestion des ressources humaines.<\/span><span> <\/span><\/li>\n<\/ol>\n<p><span class=\"TextRun SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">Parce que les trois composants fonctionnent sur une couche de donn\u00e9es partag\u00e9e dans le nuage, <\/span><\/span><span class=\"TextRun MacChromeBold SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">les informations circulent librement<\/span><\/span><span class=\"TextRun SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\" xml:lang=\"EN-US\"><span class=\"NormalTextRun SCXW181151116 BCX0\">  sur l&rsquo;ensemble de la plate-forme. Un changement dans le sentiment d&rsquo;appel ? Il peut d\u00e9clencher un plan de coaching et ajuster les besoins en personnel en une seule boucle transparente.<\/span><\/span><span class=\"TextRun MacChromeBold SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">combler le foss\u00e9 entre la connaissance et l&rsquo;action<\/span><\/span><span class=\"TextRun SCXW181151116 BCX0\" lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181151116 BCX0\">.<\/span><\/span><span class=\"EOP SCXW181151116 BCX0\"> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Impact\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Le r\u00e9sultat : Impact mesurable, gestion modernis\u00e9e<\/h2>\n<p><span data-contrast=\"none\">Les organisations qui utilisent la suite int\u00e9gr\u00e9e Calabrio ONE <\/span><b><span data-contrast=\"none\">transforment la gestion des effectifs d&rsquo;une surveillance r\u00e9active \u00e0 une habilitation proactive<\/span><\/b><span data-contrast=\"none\">. Et avec la sortie prochaine de notre solution am\u00e9lior\u00e9e de gestion de la performance, les r\u00e9sultats devraient encore s&rsquo;acc\u00e9l\u00e9rer :<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/www.calabrio.com\/de\/case-study\/centracare-zentralisiert-das-contact-center-und-sorgt-fuer-konsistente-service-levels\/\"><b><span data-contrast=\"none\">Une meilleure fid\u00e9lisation des agents<\/span><\/b><\/a><span data-contrast=\"none\"> gr\u00e2ce \u00e0 une visibilit\u00e9 accrue, un retour d&rsquo;information en temps r\u00e9el et une reconnaissance significative<\/span><span> <\/span><\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/\"><b><span data-contrast=\"none\">Am\u00e9lioration du CSAT et du NPS<\/span><\/b><\/a><span data-contrast=\"none\"> gr\u00e2ce \u00e0 un coaching coh\u00e9rent et personnalis\u00e9 qui s&rsquo;aligne sur les attentes des clients<\/span><span> <\/span><\/li>\n<li><a href=\"https:\/\/www.calabrio.com\/de\/case-study\/paychex-fallstudie\/\"><b><span data-contrast=\"none\">Des mesures op\u00e9rationnelles plus fortes<\/span><\/b><span data-contrast=\"none\">,<\/span><\/a><span data-contrast=\"none\"> y compris la r\u00e9duction du temps de traitement moyen, une meilleure adh\u00e9sion et moins d&rsquo;escalades.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">En unifiant les donn\u00e9es de performance, les outils de coaching et les KPI en un seul endroit, Calabrio aidera les centres de contact \u00e0 avancer plus rapidement, \u00e0 coacher plus intelligemment et \u00e0 responsabiliser les agents de mani\u00e8re plus efficace.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Mission-Driver\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Du centre de co\u00fbts au moteur de mission<\/h2>\n<p><span data-contrast=\"none\">Pour les dirigeants des secteurs public et priv\u00e9, la conclusion est claire : une plateforme WEM unifi\u00e9e bas\u00e9e sur le cloud n&rsquo;est pas qu&rsquo;une simple mise \u00e0 jour technologique. Il s&rsquo;agit d&rsquo;une base strat\u00e9gique.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">En regroupant les personnes, les processus et les performances sous un m\u00eame toit, votre centre de contact passe d&rsquo;un centre de co\u00fbts r\u00e9actif \u00e0 un moteur de croissance essentiel \u00e0 sa mission. <\/span><b><span data-contrast=\"none\">un moteur de croissance essentiel \u00e0 sa mission<\/span><\/b><span data-contrast=\"none\">-un moteur de croissance essentiel \u00e0 sa mission, qui se propulse vers l&rsquo;avant \u00e0 chaque interaction.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"none\">Il ne s&rsquo;agit pas d&rsquo;am\u00e9liorations progressives. Il s&rsquo;agit de repenser la performance comme un cycle dynamique, aliment\u00e9 par des donn\u00e9es, qui aligne en permanence les personnes, les processus et les plateformes.  <\/span><\/b><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Webinar\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080f21\"><h2>Pr\u00eat \u00e0 alimenter votre propre cycle de r\u00e9ussite ?<\/h2>\n<p><span data-contrast=\"none\">D\u00e9couvrez comment les principaux centres de contact red\u00e9finissent les performances en supprimant les silos et en alignant les personnes, les donn\u00e9es et la technologie. Rejoignez-nous pour un webinaire exclusif :<\/span><\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/de\/event\/leistung-neu-definieren-die-neue-blaupause-fuer-exzellente-contact-center\/\"><b><span data-contrast=\"none\">Red\u00e9finir la performance : Le nouveau plan d&rsquo;excellence des centres de contact<\/span><\/b><\/a><\/p>\n<p><b><span data-contrast=\"none\">Date :<\/span><\/b><span data-contrast=\"none\"> 3 juin<\/span><span data-contrast=\"none\">rd<\/span><span data-contrast=\"none\">   <\/span><b><span data-contrast=\"none\">Heure :<\/span><\/b><span data-contrast=\"none\"> 10h00 ET<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Apprenez \u00e0 unifier votre strat\u00e9gie en mati\u00e8re de main-d&rsquo;\u0153uvre et \u00e0 transformer chaque interaction en une dynamique de croissance.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"color: #e3120a\"><a style=\"color: #e3120a\" href=\"https:\/\/www.calabrio.com\/de\/event\/leistung-neu-definieren-die-neue-blaupause-fuer-exzellente-contact-center\/?utm_source=calabrio%20blog&#038;utm_medium=web&#038;utm_campaign=better_sales_and_service\"><b>R\u00e9servez votre place d\u00e8s maintenant<\/b><\/a><\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n<style>\n\t[data-theme-block-id=\"block_8944246688edf99066ef7948fde50f78\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: #FFFFFF;\n\t\t}\n\n\t\t.featured-resources__header {\n\t\t\tborder-color: #0C1C47;\n\t\t}\n\n\t\t.featured-resources__headline {\n\t\t\tcolor: #080F21;\n\t\t}\n\n\t\t.featured-resources__description {\n\t\t\tcolor: #344679;\n\t\t}\n\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t.featured-resources__wrapper {\n\t\t\t\tbackground-color: #FFFFFF;\n\t\t\t}\n\n\t\t\t.featured-resources__header {\n\t\t\t\tborder-color: #0C1C47;\n\t\t\t}\n\n\t\t\t.featured-resources__headline {\n\t\t\t\tcolor: #080F21;\n\t\t\t}\n\n\t\t\t.featured-resources__description {\n\t\t\t\tcolor: #344679;\n\t\t\t}\n\t\t}\n\t}\n<\/style>\n\n\t<section\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t\tclass=\"overflow-hidden\"\n\t\tdata-theme-block-id=\"block_8944246688edf99066ef7948fde50f78\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t<div class=\"flex flex-col flex-1 basis-0 gap-c\/m \">\n\t\t\t\t\t\t\t\t\t\t<h2 class=\"featured-resources__headline heading-small\">\n\t\t\t\t\t\tRessources connexes\t\t\t\t<\/h2>\n\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1-300x158.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1-1024x540.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1-768x405.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1-1536x810.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AdobeStock_663214897-scaled-1-2048x1080.webp 2048w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tGestion du personnel\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/productivite-des-centres-dappels-10-strategies-pour-2025-calabrio\/\" aria-label=\"Productivit\u00e9 des centres d&rsquo;appels : 10 strat\u00e9gies pour 2025 | Calabrio\">\n\t\t\t\t\tProductivit\u00e9 des centres d&rsquo;appels : 10 strat\u00e9gies pour 2025 | Calabrio\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">F\u00e9v. 28, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/productivite-des-centres-dappels-10-strategies-pour-2025-calabrio\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-600x400.webp 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tAnalytique\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/15-outils-essentiels-pour-les-centres-dappels-en-2025\/\" aria-label=\"15 outils essentiels pour les centres d&rsquo;appels en 2025\">\n\t\t\t\t\t15 outils essentiels pour les centres d&rsquo;appels en 2025\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Mar. 10, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/15-outils-essentiels-pour-les-centres-dappels-en-2025\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training.jpg 1190w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Training-600x400.jpg 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tGestion du personnel\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/de-laccueil-a-lexcellence-votre-guide-de-formation-pour-les-centres-de-contact-a-lhorizon-2025\/\" aria-label=\"De l&rsquo;accueil \u00e0 l&rsquo;excellence : Votre guide de formation pour les centres de contact \u00e0 l&rsquo;horizon 2025\">\n\t\t\t\t\tDe l&rsquo;accueil \u00e0 l&rsquo;excellence : Votre guide de formation pour les centres de contact \u00e0 l&rsquo;horizon 2025\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Avr. 11, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t 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