{"id":32138,"date":"2025-05-30T20:21:43","date_gmt":"2025-05-30T20:21:43","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/de-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne\/"},"modified":"2025-06-20T13:19:06","modified_gmt":"2025-06-20T13:19:06","slug":"de-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/de-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne\/","title":{"rendered":"De la surveillance \u00e0 l&rsquo;appropriation : Repenser la gestion des performances dans le centre de contact moderne"},"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_d1f6149ca3fdb2a42237ecd1e4e788c2\"\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\">De la surveillance \u00e0 l&rsquo;appropriation : Repenser la gestion des performances dans le centre de contact moderne<\/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_d1f6149ca3fdb2a42237ecd1e4e788c2\"] {\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%2Fde-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne%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%2Fde-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne%2F&#038;text=De la surveillance \u00e0 l&rsquo;appropriation : Repenser la gestion des performances dans le centre de contact moderne\"\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%2Fde-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne%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=\"auto\">Le centre de contact a subi une profonde transformation. Il ne s&rsquo;agit plus seulement d&rsquo;une fonction d&rsquo;assistance, mais d&rsquo;un acteur central qui fa\u00e7onne l&rsquo;exp\u00e9rience du client, le fid\u00e9lise et influe sur son chiffre d&rsquo;affaires.<\/span><span data-contrast=\"auto\">. <\/span><span data-contrast=\"auto\">Mais alors que la mission a \u00e9volu\u00e9, de nombreuses organisations s&rsquo;appuient encore sur des approches d\u00e9pass\u00e9es de la gestion des performances, qui privil\u00e9gient le contr\u00f4le \u00e0 l&rsquo;appropriation et \u00e0 la responsabilisation.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Il est temps de changer cela. Il est temps de passer d&rsquo;une mesure passive \u00e0 un d\u00e9veloppement proactif. Des donn\u00e9es fragment\u00e9es \u00e0 une visibilit\u00e9 globale. De la gestion des performances \u00e0 leur mise en \u0153uvre &#8211; dans chaque interaction, chaque poste, chaque jour.<\/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=\"Crossroads\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2><span class=\"TextRun MacChromeBold SCXW81198767 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW81198767 BCX0\" data-ccp-parastyle=\"heading 2\">Les approches traditionnelles r\u00e9pondent aux exigences <\/span><span class=\"NormalTextRun SCXW81198767 BCX0\" data-ccp-parastyle=\"heading 2\">modernes<\/span><span class=\"NormalTextRun SCXW81198767 BCX0\" data-ccp-parastyle=\"heading 2\">: La gestion des performances \u00e0 la crois\u00e9e des chemins<\/span><\/span><span class=\"EOP TrackedChange SCXW81198767 BCX0\"> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Dans de trop nombreux centres de contact, la gestion des performances n&rsquo;offre gu\u00e8re plus qu&rsquo;un r\u00e9troviseur &#8211; des tableaux de bord mensuels, un retour d&rsquo;information tardif et des perspectives d\u00e9connect\u00e9es. Les agents sont \u00e9valu\u00e9s sans comprendre comment ni pourquoi. Les superviseurs sont accapar\u00e9s par les feuilles de calcul plut\u00f4t que par le coaching. Les dirigeants n&rsquo;ont pas une vue d&rsquo;ensemble de ce qui fonctionne &#8211; et de ce qui ne fonctionne pas.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Pendant ce temps, les attentes des clients augmentent, l&rsquo;\u00e9puisement des employ\u00e9s s&rsquo;accro\u00eet et la r\u00e9tention des talents est une lutte constante. <\/span><span data-contrast=\"auto\">L&rsquo;\u00e9tude Calabrio <\/span><i><span data-contrast=\"auto\">de Calabrio sur l&rsquo;\u00e9tat des centres de contact<\/span><\/i><a href=\"https:\/\/%20report\/\"><span data-contrast=\"none\"> de Calabrio<\/span><\/a><span data-contrast=\"auto\"> de Calabrio montre que <\/span><b><span data-contrast=\"auto\">61 % des dirigeants ont constat\u00e9 une augmentation des conversations difficiles avec les clients &#8211; et non une diminution &#8211; m\u00eame si l&rsquo;automatisation progresse.<\/span><\/b><span data-contrast=\"auto\">-et non moins, m\u00eame si l&rsquo;automatisation progresse. <\/span><span data-contrast=\"auto\">Ce foss\u00e9 entre la gestion traditionnelle des performances et la r\u00e9alit\u00e9 du lieu de travail moderne est insoutenable.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Ce n&rsquo;est pas de plus de donn\u00e9es dont nous avons besoin, mais de plus de connexions. Pas plus d&rsquo;indicateurs de performance cl\u00e9s, mais plus de contexte. Il ne s&rsquo;agit pas seulement d&rsquo;une surveillance,<\/span> <span data-contrast=\"auto\">mais la propri\u00e9t\u00e9. Et pourtant, alors que  <\/span><b><span data-contrast=\"auto\">82% des dirigeants organisent des formations r\u00e9guli\u00e8res<\/span><\/b><span data-contrast=\"auto\">mais seulement <\/span><b><span data-contrast=\"auto\">36% des organisations accordent la priorit\u00e9 \u00e0 l&rsquo;intelligence \u00e9motionnelle et aux comp\u00e9tences en mati\u00e8re d&rsquo;interaction sociale<\/span><\/b><span data-contrast=\"auto\">malgr\u00e9 <\/span><b><span data-contrast=\"auto\">64% identifient l&#8217;empathie comme la comp\u00e9tence la plus manquante parmi les agents<\/span><\/b><span data-contrast=\"auto\">.<\/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=\"Visibility\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2><span class=\"TextRun MacChromeBold SCXW191970045 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW191970045 BCX0\">Visibilit\u00e9 : Le catalyseur de l&rsquo;engagement et de l&rsquo;action<\/span><\/span><span class=\"EOP SCXW191970045 BCX0\"> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Au c\u0153ur de la gestion des performances de nouvelle g\u00e9n\u00e9ration se trouve la visibilit\u00e9 &#8211; l&rsquo;acc\u00e8s en temps r\u00e9el \u00e0 des informations exploitables. Lorsque les agents peuvent voir clairement comment ils se comportent par rapport aux indicateurs cl\u00e9s, ils sont plus engag\u00e9s, plus confiants et plus responsables. Lorsque les superviseurs disposent d&rsquo;une vue d&rsquo;ensemble des tendances individuelles et de l&rsquo;\u00e9quipe, ils peuvent encadrer avec d\u00e9termination, intervenir rapidement et c\u00e9l\u00e9brer les progr\u00e8s de mani\u00e8re significative.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Passer de mesures obscures \u00e0 une dynamique visible transforme la culture. Les conversations passent de la correction \u00e0 la collaboration. Le retour d&rsquo;information se fait \u00e0 temps et non plus trop tard. Le coaching devient intentionnel plut\u00f4t qu&rsquo;\u00e9v\u00e9nementiel. Et, tout au long du processus, un engagement plus fort est le moteur d&rsquo;une croissance constante.<\/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><span class=\"TextRun MacChromeBold SCXW95169735 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW95169735 BCX0\" data-ccp-parastyle=\"heading 2\">Rompre le cycle de la fragmentation<\/span><\/span><span class=\"EOP SCXW95169735 BCX0\"> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Cependant, au lieu de la visibilit\u00e9, de nombreux centres de contact fonctionnent encore en silos &#8211; outils, \u00e9quipes et objectifs cloisonn\u00e9s. Les donn\u00e9es sur les performances sont regroup\u00e9es en un seul endroit. Des notes d&rsquo;entra\u00eenement dans un autre. Des informations sur la main-d&rsquo;\u0153uvre dans une autre. Cette exp\u00e9rience d\u00e9cousue ralentit la prise de d\u00e9cision, affaiblit l&rsquo;engagement et favorise une culture de r\u00e9action et de lutte contre les incendies.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Cette r\u00e9alit\u00e9 se refl\u00e8te dans nos recherches : o<\/span><b><span data-contrast=\"auto\">euls<\/span><\/b><b><span data-contrast=\"auto\"> 36 % des centres de contact d\u00e9clarent disposer de v\u00e9ritables capacit\u00e9s omnicanales, alors que les clients s&rsquo;attendent \u00e0 des exp\u00e9riences connect\u00e9es en permanence entre la voix, le chat et le num\u00e9rique.<\/span><\/b><span data-contrast=\"auto\">alors que les clients s&rsquo;attendent \u00e0 des exp\u00e9riences connect\u00e9es et permanentes \u00e0 travers la voix, le chat et le num\u00e9rique.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Ce dont les dirigeants ont besoin, c&rsquo;est d&rsquo;une strat\u00e9gie unifi\u00e9e &#8211; qui int\u00e8gre le suivi des performances, les flux de travail de coaching, le retour d&rsquo;information sur le d\u00e9veloppement et la planification dans un \u00e9cosyst\u00e8me unique. Cela cr\u00e9e un cercle vertueux : des agents responsabilis\u00e9s fournissent un meilleur service, un meilleur service donne de meilleurs r\u00e9sultats, et de meilleurs r\u00e9sultats lib\u00e8rent du temps et des ressources \u00e0 r\u00e9investir dans les personnes.<\/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=\"Coaching\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2><span class=\"TextRun MacChromeBold SCXW156194091 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW156194091 BCX0\" data-ccp-parastyle=\"heading 2\">Un coaching qui construit, et pas seulement qui r\u00e9pare<\/span><\/span><span class=\"EOP SCXW156194091 BCX0\"> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Les conversations sur les performances ne doivent pas commencer lorsque quelque chose ne va pas &#8211; elles doivent \u00eatre continues, int\u00e9gr\u00e9es et tourn\u00e9es vers l&rsquo;avenir. Le coaching moderne doit \u00eatre moins ax\u00e9 sur la rem\u00e9diation et plus sur le d\u00e9veloppement. Il doit \u00eatre personnalis\u00e9. Il doit \u00eatre structur\u00e9. Et son impact doit \u00eatre suivi.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Pour les superviseurs, cela signifie qu&rsquo;il faut passer de l&rsquo;intuition \u00e0 une vision fond\u00e9e sur des donn\u00e9es. Pour les agents, cela signifie qu&rsquo;ils doivent savoir clairement o\u00f9 se concentrer et comment se d\u00e9velopper. Pour l&rsquo;organisation, il s&rsquo;agit de cr\u00e9er un mod\u00e8le d&rsquo;am\u00e9lioration coh\u00e9rent, reproductible et \u00e9volutif.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Lorsque le coaching est facile \u00e0 programmer, qu&rsquo;il est li\u00e9 \u00e0 des indicateurs de performance cl\u00e9s et qu&rsquo;il est document\u00e9 en vue d&rsquo;une analyse \u00e0 long terme, il devient plus qu&rsquo;un processus, il devient une culture.<\/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=\"ROI\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2><span class=\"TextRun MacChromeBold SCXW252825177 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW252825177 BCX0\" data-ccp-parastyle=\"heading 2\">Le v\u00e9ritable retour sur investissement : R\u00e9tention, pr\u00e9paration et r\u00e9sultats<\/span><\/span><span class=\"EOP SCXW252825177 BCX0\"> <\/span><\/h2>\n<p><span data-contrast=\"auto\">R\u00e9imaginer la gestion des performances n&rsquo;est pas seulement une initiative humaine, c&rsquo;est un imp\u00e9ratif commercial. Recherche  <\/span><a href=\"https:\/\/theirf.org\/research_post\/the-economics-of-engagement\/\"><span data-contrast=\"none\">montre que<\/span><\/a><span data-contrast=\"auto\"> qu&rsquo;une augmentation, m\u00eame modeste, de l&rsquo;engagement des employ\u00e9s peut entra\u00eener des gains significatifs en termes de chiffre d&rsquo;affaires, de fid\u00e9lisation et de satisfaction de la client\u00e8le.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Les agents engag\u00e9s restent plus longtemps, contribuent davantage et am\u00e9liorent l&rsquo;exp\u00e9rience client. Le coaching proactif r\u00e9duit le taux d&rsquo;attrition. La centralisation des informations sur les performances permet de prendre des d\u00e9cisions plus judicieuses en mati\u00e8re de recrutement. Les syst\u00e8mes unifi\u00e9s \u00e9liminent les t\u00e2ches manuelles, ce qui lib\u00e8re des capacit\u00e9s de leadership strat\u00e9gique.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">\u00c0 une \u00e9poque o\u00f9 chaque interaction avec le client compte et o\u00f9 chaque exp\u00e9rience v\u00e9cue par l&#8217;employ\u00e9 a un impact sur la marque, les arguments en faveur d&rsquo;une gestion moderne des performances n&rsquo;ont jamais \u00e9t\u00e9 aussi forts.<\/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=\"Webinar\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080f21\"><h2><span class=\"TextRun MacChromeBold SCXW68129987 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW68129987 BCX0\" data-ccp-parastyle=\"heading 2\">Diriger le changement : De la gestion \u00e0 l&rsquo;autonomisation<\/span><\/span><span class=\"EOP SCXW68129987 BCX0\"> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Les dirigeants de centres de contact tourn\u00e9s vers l&rsquo;avenir ne se contentent plus de mesurer ce qui s&rsquo;est pass\u00e9. Ils s&rsquo;attachent \u00e0 fa\u00e7onner l&rsquo;avenir. Ils passent des mesures \u00e0 la signification, du contr\u00f4le au coaching, du suivi des performances \u00e0 l&rsquo;appropriation des performances.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Mais les strat\u00e9gies ne sont bonnes que dans la mesure o\u00f9 les outils qui les alimentent le sont. Et seulement  <\/span><b><span data-contrast=\"auto\">38% des centres de contact utilisent des syst\u00e8mes de gestion des effectifs bas\u00e9s sur le cloud<\/span><\/b><span data-contrast=\"auto\">m\u00eame si les syst\u00e8mes existants entravent l&rsquo;agilit\u00e9 et la visibilit\u00e9 dont les \u00e9quipes modernes ont besoin.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Il ne s&rsquo;agit pas de tableaux de bord, mais de personnes. Il s&rsquo;agit de cr\u00e9er une culture o\u00f9 les agents comprennent leur valeur, o\u00f9 les superviseurs sont \u00e9quip\u00e9s pour diriger et o\u00f9 la performance est un parcours partag\u00e9, visible et \u00e9volutif.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Le centre de contact n&rsquo;est plus la fin du parcours du client &#8211; c&rsquo;est l\u00e0 que se construit l&rsquo;avenir. Rejoignez-nous pour d\u00e9couvrir comment l&rsquo;industrie moderne des centres de contact red\u00e9finit la performance :<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/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_3e04094609a24c9b200f20fe411057e8\"] {\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_3e04094609a24c9b200f20fe411057e8\"\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\" 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