{"id":33376,"date":"2025-06-24T13:56:10","date_gmt":"2025-06-24T13:56:10","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation\/"},"modified":"2026-03-04T06:46:09","modified_gmt":"2026-03-04T06:46:09","slug":"7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation\/","title":{"rendered":"7 questions que tout responsable de centre de contact devrait poser sur la fid\u00e9lisation"},"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_3ebbaffdbed79b6607a3393b89afba88\"\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\">Engagement des travailleurs <\/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\">7 questions que tout responsable de centre de contact devrait poser sur la fid\u00e9lisation<\/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_3ebbaffdbed79b6607a3393b89afba88\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\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%2F7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation%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%2F7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation%2F&#038;text=7 questions que tout responsable de centre de contact devrait poser sur la fid\u00e9lisation\"\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%2F7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation%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\">Dans les centres de contact, chaque d\u00e9part d&rsquo;un agent a un co\u00fbt \u00e9lev\u00e9.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Le remplacement d&rsquo;un seul agent du centre de contact <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/how-to-beat-agent-attrition\/\"><span data-contrast=\"none\">peut co\u00fbter<\/span><\/a><span data-contrast=\"none\">  jusqu&rsquo;\u00e0 20 000 dollars en moyenne. Et ce prix ne tient m\u00eame pas compte de la perte d&rsquo;expertise, des difficult\u00e9s rencontr\u00e9es par les clients et de la pression croissante que le turnover peut faire peser sur votre \u00e9quipe.  <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"none\">Pourtant, l&rsquo;attrition est souvent consid\u00e9r\u00e9e comme in\u00e9vitable et non comme une solution.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Si vous \u00eates confront\u00e9 \u00e0 des cycles d&#8217;embauche constants, \u00e0 des incoh\u00e9rences de service ou \u00e0 un \u00e9puisement croissant, il est temps d&rsquo;y regarder de plus pr\u00e8s. Cette liste de contr\u00f4le de la r\u00e9tention n&rsquo;est pas qu&rsquo;une simple liste de conseils. Les questions ci-dessous constituent une auto-\u00e9valuation destin\u00e9e \u00e0 aider les dirigeants \u00e0 d\u00e9couvrir les causes profondes de la rotation des effectifs et \u00e0 adopter une approche plus intentionnelle, ax\u00e9e sur l&#8217;employ\u00e9. En posant les bonnes questions, vous mettrez \u00e0 jour les lacunes cach\u00e9es et d\u00e9couvrirez de nouvelles opportunit\u00e9s pour transformer la fid\u00e9lisation en un avantage strat\u00e9gique.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Alignement de la culture et du leadership<\/h2>\n<p><span data-contrast=\"none\">La fid\u00e9lisation n&rsquo;est pas seulement une question de ressources humaines, c&rsquo;est une priorit\u00e9 pour l&rsquo;entreprise. En l&rsquo;absence d&rsquo;alignement des dirigeants, m\u00eame les solutions bien intentionn\u00e9es tombent \u00e0 plat.<\/span><span> <\/span><\/p>\n<h4><i>1. Consid\u00e9rons-nous la fid\u00e9lisation des agents comme une priorit\u00e9 strat\u00e9gique de l&rsquo;entreprise &#8211; ou simplement comme un probl\u00e8me de ressources humaines ?<\/i><\/h4>\n<p><span data-contrast=\"none\">Un taux d&rsquo;attrition \u00e9lev\u00e9 n&rsquo;a pas seulement un impact sur les effectifs, il fait augmenter les co\u00fbts et nuit \u00e0 l&rsquo;exp\u00e9rience des employ\u00e9s. Les dirigeants qui suivent la fid\u00e9lisation comme un indicateur cl\u00e9 sont mieux plac\u00e9s pour y rem\u00e9dier de mani\u00e8re proactive.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h4><i>2. Nos gestionnaires de premi\u00e8re ligne disposent-ils des outils et de la formation n\u00e9cessaires pour soutenir l&rsquo;engagement des agents ?<\/i><\/h4>\n<p><span data-contrast=\"none\">Les managers jouent un r\u00f4le essentiel dans la satisfaction des agents, mais nombre d&rsquo;entre eux ne disposent pas des outils n\u00e9cessaires pour les encadrer efficacement. Retour d&rsquo;information en temps r\u00e9el, tableaux de bord des performances, et  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/de-la-surveillance-a-lappropriation-repenser-la-gestion-des-performances-dans-le-centre-de-contact-moderne\/\"><span data-contrast=\"none\">formation au leadership<\/span><\/a><span data-contrast=\"none\"> peut les aider \u00e0 mieux soutenir et retenir leurs \u00e9quipes.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Recrutement, int\u00e9gration et d\u00e9veloppement<\/h2>\n<p><span data-contrast=\"none\">La fid\u00e9lisation commence d\u00e8s le premier jour. La fa\u00e7on dont vous recrutez, int\u00e9grez et d\u00e9veloppez les agents d\u00e9termine leur engagement \u00e0 long terme et votre capacit\u00e9 \u00e0 les garder.<\/span><\/p>\n<h4><i>3. Embauchons-nous pour une ad\u00e9quation \u00e0 long terme, et pas seulement pour une disponibilit\u00e9 imm\u00e9diate ?<\/i><\/h4>\n<p><span data-contrast=\"none\">Remplir les si\u00e8ges rapidement peut se retourner contre vous si les attentes et la r\u00e9alit\u00e9 ne concordent pas. Passez en revue vos descriptions de poste, vos questions d&rsquo;entretien et vos crit\u00e8res de s\u00e9lection : s&rsquo;agit-il d&rsquo;une s\u00e9lection pour la dur\u00e9e ou simplement pour la disponibilit\u00e9 \u00e0 court terme ?<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h4><i>4. Que vivent les agents au cours de leurs 90 premiers jours et comment mesurer le succ\u00e8s ?<\/i><\/h4>\n<p><span data-contrast=\"none\">Les premiers jours sont d\u00e9cisifs. Une int\u00e9gration structur\u00e9e, une formation pratique et un mentorat actif peuvent r\u00e9duire de mani\u00e8re significative le taux d&rsquo;attrition pr\u00e9coce. Si vous ne suivez pas le taux de r\u00e9tention \u00e0 90 jours, il est temps de commencer.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h4><i>5. Les agents disposent-ils d&rsquo;une voie de d\u00e9veloppement claire au sein de notre organisation ?<\/i><\/h4>\n<p><span data-contrast=\"none\">La stagnation de la carri\u00e8re est l&rsquo;une des principales causes d&rsquo;attrition. Pourtant  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/la-voix-de-lagent-enquete-sur-lexperience-des-centres-de-contact\/\"><span data-contrast=\"none\">62% des agents des centres de contact<\/span><\/a><span data-contrast=\"none\">  d\u00e9clarent ne pas avoir mis en place de plan de progression de carri\u00e8re. Des parcours de d\u00e9veloppement clairs, des possibilit\u00e9s de perfectionnement et des programmes de mobilit\u00e9 interne montrent aux agents que l&rsquo;avenir vaut la peine d&rsquo;\u00eatre v\u00e9cu. Les outils d&rsquo;apprentissage en ligne et les programmes de coaching peuvent transformer le potentiel en progr\u00e8s.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Reconnaissance, raison d&rsquo;\u00eatre et appartenance<\/h2>\n<p><span data-contrast=\"none\">Les agents restent l\u00e0 o\u00f9 ils se sentent vus, valoris\u00e9s et connect\u00e9s \u00e0 quelque chose de plus grand qu&rsquo;eux.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h4><i>6. Quand avons-nous c\u00e9l\u00e9br\u00e9 pour la derni\u00e8re fois les r\u00e9ussites de nos agents ?<\/i><\/h4>\n<p><span data-contrast=\"none\">La reconnaissance n&rsquo;est pas seulement une question de r\u00e9compenses, c&rsquo;est aussi une question de sentiment d&rsquo;appr\u00e9ciation. Pensez au-del\u00e0 des primes : c\u00e9l\u00e9brez-vous r\u00e9guli\u00e8rement les victoires en f\u00e9licitant vos pairs, en organisant des r\u00e9unions d&rsquo;\u00e9quipe ou en franchissant des \u00e9tapes gr\u00e2ce \u00e0 des jeux ? Une culture de la reconnaissance alimente la motivation et le moral.<\/span><\/p>\n<p><span> <\/span><\/p>\n<h4><i>7. Nos agents comprennent-ils l&rsquo;impact de leur travail sur les clients et l&rsquo;organisation ?<\/i><\/h4>\n<p><span data-contrast=\"none\">Dans toute organisation de service \u00e0 la client\u00e8le, chaque appel a des cons\u00e9quences concr\u00e8tes. Lorsque les agents apprennent qu&rsquo;ils ont fait la diff\u00e9rence &#8211; par le biais de commentaires de clients ou d&rsquo;histoires sur l&rsquo;impact de l&rsquo;\u00e9quipe &#8211; cela renforce l&rsquo;objectif et la fiert\u00e9. Prenez le temps non seulement de reconna\u00eetre les performances des agents, mais aussi de mettre en lumi\u00e8re les effets positifs de leurs efforts. En fin de compte, le fait de relier le travail quotidien \u00e0 une mission significative est l&rsquo;un des \u00e9l\u00e9ments les plus forts de la politique de l&#8217;emploi.  <\/span><a href=\"https:\/\/www.calabrio.com\/de\/doc\/der-roi-der-kundenbindung-wie-die-senkung-der-abwanderung-von-agenten-die-kundenbindung-und-den-umsatz-steigert\/\"><span data-contrast=\"none\">de r\u00e9tention<\/span><\/a><span data-contrast=\"none\"> que vous avez.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">La r\u00e9duction de l&rsquo;attrition n&rsquo;est pas le fruit du hasard &#8211; elle commence par le fait de poser les bonnes questions. Cette liste de contr\u00f4le de la fid\u00e9lisation n&rsquo;est pas seulement un exercice de r\u00e9flexion ; c&rsquo;est une feuille de route pour construire un centre de contact plus fort et plus engag\u00e9 de l&rsquo;int\u00e9rieur. Que vous d\u00e9couvriez des gains rapides ou que vous identifiiez des lacunes plus profondes, chaque \u00e9tape vers la fid\u00e9lisation des agents est une \u00e9tape vers de meilleurs r\u00e9sultats pour les clients, des \u00e9quipes plus fortes et une op\u00e9ration plus r\u00e9siliente.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Pr\u00eat \u00e0 passer de l&rsquo;analyse \u00e0 l&rsquo;action ? <\/span><b><span data-contrast=\"none\">D\u00e9couvrez comment Calabrio peut vous aider \u00e0 retenir les meilleurs talents et \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience des agents.<\/span><\/b><a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"><b><span data-contrast=\"none\">r\u00e9servez une d\u00e9monstration d\u00e8s aujourd&rsquo;hui.<\/span><\/b><\/a><span data-ccp-props=\"{}\"> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n\n\n<style>\n\t[data-theme-block-id=\"block_d6d05d6402d0d4d335d9320778c1a829\"] {\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_d6d05d6402d0d4d335d9320778c1a829\"\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 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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 href=\"https:\/\/www.calabrio.com\/fr\/blog\/de-laccueil-a-lexcellence-votre-guide-de-formation-pour-les-centres-de-contact-a-lhorizon-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\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_d6d05d6402d0d4d335d9320778c1a829\"] {\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","protected":false},"excerpt":{"rendered":"","protected":false},"author":245,"featured_media":33370,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[210],"tags":[],"blog-languages":[],"class_list":["post-33376","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-engagement-des-travailleurs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Liste de contr\u00f4le pour la fid\u00e9lisation : 7 questions pour les responsables de centres de contact | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez les 7 questions que tout responsable de centre de contact devrait poser pour am\u00e9liorer l&#039;engagement des agents. Utilisez cette liste de contr\u00f4le pour conserver vos meilleurs talents.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/nl\/blog\/7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 questions que tout responsable de centre de contact devrait poser sur la fid\u00e9lisation\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/nl\/blog\/7-questions-que-tout-responsable-de-centre-de-contact-devrait-poser-sur-la-fidelisation\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" 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