{"id":33941,"date":"2025-07-08T20:58:39","date_gmt":"2025-07-08T20:58:39","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/auto-qm-demystifie-ce-que-les-responsables-de-centres-de-contact-doivent-savoir\/"},"modified":"2026-03-31T10:43:00","modified_gmt":"2026-03-31T10:43:00","slug":"auto-qm-demystifie-ce-que-les-responsables-de-centres-de-contact-doivent-savoir","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/auto-qm-demystifie-ce-que-les-responsables-de-centres-de-contact-doivent-savoir\/","title":{"rendered":"Auto QM D\u00e9mystifi\u00e9 : Ce que les responsables de centres de contact doivent savoir"},"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_700004eeaa316abf3dd6245b15c0d9f8\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Analytique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\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\">Centre de contact IA <\/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\">Auto QM D\u00e9mystifi\u00e9 : Ce que les responsables de centres de contact doivent savoir<\/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_700004eeaa316abf3dd6245b15c0d9f8\"] {\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%2Fauto-qm-demystifie-ce-que-les-responsables-de-centres-de-contact-doivent-savoir%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%2Fauto-qm-demystifie-ce-que-les-responsables-de-centres-de-contact-doivent-savoir%2F&#038;text=Auto QM D\u00e9mystifi\u00e9 : Ce que les responsables de centres de contact doivent savoir\"\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%2Fauto-qm-demystifie-ce-que-les-responsables-de-centres-de-contact-doivent-savoir%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=\"Key-Takeaways\"\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\">La gestion de la qualit\u00e9 (QM) aliment\u00e9e par l&rsquo;IA transforme rapidement la fa\u00e7on dont les centres de contact abordent la performance, l&rsquo;exp\u00e9rience client et le coaching des agents. Au cours de notre  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=8e0vsb7vgd&#038;utm_medium=blog&#038;utm_source=web-download&#038;utm_campaign=auto-qm&#038;utm_content=webinar-recording\"><span data-contrast=\"none\">r\u00e9cent webinaire sur la gestion de la qualit\u00e9 de l&rsquo;automobile <\/span><b><span data-contrast=\"none\">Auto QM<\/span><\/b><\/a><span data-contrast=\"auto\">nous avons entendu des dizaines de responsables de centres de contact d\u00e9sireux de comprendre ce que cette technologie signifie pour leurs \u00e9quipes, leurs clients et leurs r\u00e9sultats commerciaux.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Au c\u0153ur du dispositif, <\/span><b><span data-contrast=\"none\">Auto QM<\/span><\/b><span data-contrast=\"none\">  apporte \u00e9chelle, rapidit\u00e9 et coh\u00e9rence au processus traditionnellement manuel et subjectif d&rsquo;\u00e9valuation de la qualit\u00e9. En analysant automatiquement 100 % des interactions &#8211; sur les canaux vocaux et num\u00e9riques &#8211; Auto QM permet aux entreprises de d\u00e9couvrir des probl\u00e8mes de performance cach\u00e9s, d&rsquo;identifier des opportunit\u00e9s de coaching et d&rsquo;apporter des am\u00e9liorations mesurables \u00e0 la satisfaction des clients. Gr\u00e2ce \u00e0 l&rsquo;IA et \u00e0 l&rsquo;apprentissage automatique int\u00e9gr\u00e9s, il \u00e9limine les biais, augmente la pr\u00e9cision et lib\u00e8re du temps pour que les superviseurs et les analystes se concentrent sur des initiatives strat\u00e9giques plut\u00f4t que sur la notation de routine.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Dans ce billet, nous aborderons certains des th\u00e8mes et pr\u00e9occupations les plus courants qui sont apparus au cours du webinaire, en apportant des \u00e9claircissements sur la pr\u00e9cision, la transparence, la personnalisation et l&rsquo;avenir de la gestion de la qualit\u00e9 pilot\u00e9e par l&rsquo;IA.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Pr\u00e9cision entre les langues, les canaux et les secteurs d&rsquo;activit\u00e9<\/h2>\n<p><span data-contrast=\"auto\">Lors de la mise en \u0153uvre de l&rsquo;Auto QM, l&rsquo;une des premi\u00e8res pr\u00e9occupations est la pr\u00e9cision.  <\/span><b><span data-contrast=\"auto\">Quelle est la qualit\u00e9 de la transcription des appels ? Peut-il g\u00e9rer plusieurs langues ou un jargon sp\u00e9cifique \u00e0 l&rsquo;industrie ?<\/span><\/b><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">En r\u00e9alit\u00e9, l&rsquo;IA moderne peut atteindre une pr\u00e9cision exceptionnelle, mais elle d\u00e9pend de donn\u00e9es de base solides, d&rsquo;une supervision humaine et d&rsquo;une mise au point continue. La prise en charge multilingue et la diff\u00e9renciation entre les types d&rsquo;appels (comme les ventes et le service) sont des fonctions de plus en plus courantes. Cependant, le succ\u00e8s d\u00e9pend de l&rsquo;association de la bonne IA avec des analystes exp\u00e9riment\u00e9s qui peuvent guider et am\u00e9liorer ses performances au fil du temps.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Connecter les connaissances de l&rsquo;IA aux r\u00e9sultats de l&rsquo;entreprise<\/h2>\n<p><span data-contrast=\"auto\">Un autre th\u00e8me cl\u00e9 qui est apparu au cours de notre conversation est celui de l&rsquo;impact : <\/span><b><span data-contrast=\"auto\">Comment l&rsquo;Auto<\/span><\/b> <b><span data-contrast=\"auto\">QM augmente le chiffre d&rsquo;affaires, am\u00e9liore la valeur de la dur\u00e9e de vie du client ou stimule la rentabilit\u00e9 ?<\/span><\/b><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Lorsqu&rsquo;il est int\u00e9gr\u00e9 \u00e0 un \u00e9cosyst\u00e8me analytique plus large, l&rsquo;Auto QM devient bien plus qu&rsquo;un outil de conformit\u00e9. En corr\u00e9lant les r\u00e9sultats des \u00e9valuations avec les analyses du parcours client, vous pouvez lier le coaching et les performances des agents \u00e0 des r\u00e9sultats commerciaux concrets. Les donn\u00e9es deviennent un atout strat\u00e9gique &#8211; elles alimentent la formation cibl\u00e9e, identifient le potentiel de vente et r\u00e9v\u00e8lent les tendances qui affectent directement la fid\u00e9lit\u00e9 des clients et les co\u00fbts d&rsquo;exploitation.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Contr\u00f4le, transparence et confiance<\/h2>\n<p><span data-contrast=\"auto\">Les dirigeants des centres de contact partagent une autre pr\u00e9occupation commune, \u00e0 juste titre : <\/span><b><span data-contrast=\"auto\">Comment pouvez-vous<\/span><\/b> <b><span data-contrast=\"auto\">maintenir<\/span><\/b><b><span data-contrast=\"auto\"> le contr\u00f4le et la transparence<\/span><\/b><b><span data-contrast=\"auto\">?<\/span><\/b><span data-contrast=\"auto\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Pour commencer, les bonnes solutions Auto QM permettent de modifier les notes, de cr\u00e9er des flux de travail de r\u00e9vision manuelle et d&rsquo;autoriser les agents \u00e0 acc\u00e9der \u00e0 leurs \u00e9valuations.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Cependant, les fonctions de personnalisation &#8211; comme l&rsquo;attribution de formulaires d&rsquo;\u00e9valuation sp\u00e9cifiques \u00e0 diff\u00e9rentes \u00e9quipes ou l&rsquo;utilisation de la logique de l&rsquo;IA pour choisir les bons crit\u00e8res de notation &#8211; doivent \u00e9galement \u00eatre disponibles et faciles \u00e0 utiliser afin de renforcer la confiance des agents tout en am\u00e9liorant l&rsquo;efficacit\u00e9 op\u00e9rationnelle. En fin de compte, l&rsquo;IA devrait \u00eatre consid\u00e9r\u00e9e comme un renforcement de l&rsquo;expertise humaine, et non comme un remplacement de la surveillance.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>D\u00e9marrage et soutien continu<\/h2>\n<p><span data-contrast=\"auto\">Les dirigeants veulent aussi savoir<\/span><span data-contrast=\"auto\">:<\/span> <b><span data-contrast=\"auto\">Quelle est la rapidit\u00e9 avec laquelle Auto QM peut apporter une valeur ajout\u00e9e ? Combien de temps faut-il \u00e0 l&rsquo;IA pour apprendre, et quelles sont les ressources disponibles en cours de route ?<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">En r\u00e8gle g\u00e9n\u00e9rale, les organisations obtiennent de bons r\u00e9sultats d\u00e8s les premi\u00e8res semaines, m\u00eame si l&rsquo;apport continu de donn\u00e9es et les boucles de r\u00e9troaction sont essentiels pour lib\u00e9rer tout le potentiel de l&rsquo;outil. Les politiques de conditionnement et de mise \u00e0 jour varient, mais chez Calabrio, nous nous engageons \u00e0 \u00eatre transparents sur ce qui est inclus et sur les modules suppl\u00e9mentaires qui pourraient \u00eatre n\u00e9cessaires pour atteindre des objectifs sp\u00e9cifiques.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Regarder vers l&rsquo;avenir : L&rsquo;avenir de la gestion de la qualit\u00e9 automobile<\/h2>\n<p><span data-contrast=\"auto\">Au fur et \u00e0 mesure que la technologie \u00e9volue, nous nous effor\u00e7ons d&rsquo;approfondir la compr\u00e9hension du contexte, de prendre en charge de nouvelles langues et de nouveaux canaux, et de trouver de nouvelles fa\u00e7ons de se connecter. <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-mises-a-jour-frequentes-pour-de-meilleurs-produits\/quality-management-2\/\"><span data-contrast=\"none\">Gestion de la qualit\u00e9<\/span><\/a><span data-contrast=\"auto\"> directement \u00e0 la strat\u00e9gie de l&rsquo;entreprise.<\/span><\/p>\n<p><span data-contrast=\"auto\">Il reste des d\u00e9fis \u00e0 relever, notamment pour trouver un \u00e9quilibre entre l&rsquo;automatisation et la surveillance humaine et pour prot\u00e9ger la vie priv\u00e9e des clients, mais la voie \u00e0 suivre est prometteuse. Nous sommes enthousiastes \u00e0 l&rsquo;id\u00e9e de continuer \u00e0 d\u00e9velopper des solutions qui aident les centres de contact \u00e0 passer d&rsquo;une conformit\u00e9 r\u00e9active \u00e0 une strat\u00e9gie proactive.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h6><strong><a href=\"https:\/\/www.calabrio.com\/fr\/centre-de-ressources-2\/guides-definitifs-2\/?wchannelid=5azxxxj5iv&#038;wmediaid=8e0vsb7vgd&#038;utm_medium=blog&#038;utm_source=web-download&#038;utm_campaign=auto-qm&#038;utm_content=webinar-recording\">Regardez l&rsquo;enregistrement du webinaire  &gt;<\/a> <\/strong><\/h6>\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_b0ad9c4157e1d3434d385d5056d73807\"] {\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_b0ad9c4157e1d3434d385d5056d73807\"\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\/2024\/10\/automation_blog-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/10\/automation_blog-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/10\/automation_blog-1.webp 1980w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/10\/automation_blog-1-300x175.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/10\/automation_blog-1-1024x597.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/10\/automation_blog-1-768x448.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/10\/automation_blog-1-1536x896.webp 1536w\" 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\/pourquoi-la-gestion-manuelle-de-la-qualite-prend-du-retard-et-ce-quil-faut-faire\/\" aria-label=\"Pourquoi la gestion manuelle de la qualit\u00e9 prend du retard (et ce qu&rsquo;il faut faire)\">\n\t\t\t\t\tPourquoi la gestion manuelle de la qualit\u00e9 prend du retard (et ce qu&rsquo;il faut faire)\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\">Oct. 4, 2024<\/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\/pourquoi-la-gestion-manuelle-de-la-qualite-prend-du-retard-et-ce-quil-faut-faire\/\" 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\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" 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\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\/etat-du-centre-de-contact-2025\/\" aria-label=\"\u00c9tat du centre de contact 2025\">\n\t\t\t\t\t\u00c9tat du centre de contact 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. 25, 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\/etat-du-centre-de-contact-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\/AutoQM.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg 1280w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-300x169.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-1024x576.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-768x432.jpg 768w\" 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\tCentre de contact IA\t\t<\/span>\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\tExp\u00e9rience client\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\/comment-la-gestion-automatisee-de-la-qualite-revolutionne-lexperience-des-agents-et-des-clients\/\" aria-label=\"Comment la gestion automatis\u00e9e de la qualit\u00e9 r\u00e9volutionne l&rsquo;exp\u00e9rience des agents et des clients\">\n\t\t\t\t\tComment la gestion automatis\u00e9e de la qualit\u00e9 r\u00e9volutionne l&rsquo;exp\u00e9rience des agents et des clients\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. 24, 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\/comment-la-gestion-automatisee-de-la-qualite-revolutionne-lexperience-des-agents-et-des-clients\/\" 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 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{\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":33938,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36,418],"tags":[],"blog-languages":[],"class_list":["post-33941","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr","category-centre-de-contact-ia"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>FAQ Auto QM : Ce que les responsables de centres de contact doivent savoir | Calabrio<\/title>\n<meta name=\"description\" content=\"Obtenez des r\u00e9ponses aux questions les plus courantes sur les solutions automatis\u00e9es de gestion de la qualit\u00e9. 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