{"id":34050,"date":"2021-05-03T12:13:51","date_gmt":"2021-05-03T12:13:51","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/tracer-le-bon-chemin-vert-calabrio-customer-est-finaliste-des-icmi-global-contact-center-awards-2021-2\/"},"modified":"2025-10-24T11:27:04","modified_gmt":"2025-10-24T11:27:04","slug":"tracer-le-bon-chemin-vert-calabrio-customer-est-finaliste-des-icmi-global-contact-center-awards-2021-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/tracer-le-bon-chemin-vert-calabrio-customer-est-finaliste-des-icmi-global-contact-center-awards-2021-2\/","title":{"rendered":"Tracer le bon chemin (vert) : Calabrio Customer est finaliste des ICMI Global Contact Center Awards 2021"},"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_6f1d14949e8959cdbf5a47d59426006f\"\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\">Non class\u00e9 <\/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\">Tracer le bon chemin (vert) : Calabrio Customer est finaliste des ICMI Global Contact Center Awards 2021<\/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_6f1d14949e8959cdbf5a47d59426006f\"] {\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\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>L&rsquo;ann\u00e9e derni\u00e8re, le leadership a certainement eu ses d\u00e9fis \u00e0 relever : les r\u00e9unions en face \u00e0 face ont \u00e9t\u00e9 remplac\u00e9es par des interactions virtuelles et la camaraderie d&rsquo;\u00e9quipe s&rsquo;est transform\u00e9e en l&rsquo;envoi d&#8217;emojis sur le chat. Malgr\u00e9 ces obstacles, nous sommes fiers d&rsquo;annoncer que l&rsquo;un de ces dirigeants a \u00e9t\u00e9 reconnu par l&rsquo;ICMI comme un manager hors pair. <\/p>\n<p><p><a href=\"https:\/\/www.linkedin.com\/in\/david-flores-j-d-39432743\/\" target=\"_blank\" rel=\"noopener\">David Flores<\/a> de <a href=\"https:\/\/www.linkedin.com\/in\/david-flores-j-d-39432743\/\" target=\"_blank\" rel=\"noopener\">GreenPath Financial Wellness<\/a> a \u00e9t\u00e9 nomm\u00e9 finaliste des 2021 ICMI Global Contact Center Awards pour le meilleur gestionnaire de centre de contact. Voici son histoire :<\/p>\n<p><p>En tant que fils d&rsquo;immigr\u00e9s qui ont d\u00fb se battre et travailler ensemble pour joindre les deux bouts, il n&rsquo;est pas surprenant que David Flores ait d\u00e9velopp\u00e9 un sens inn\u00e9 de la motivation et de la collaboration &#8211; des qualit\u00e9s qui ont constitu\u00e9 la base de sa carri\u00e8re r\u00e9ussie dans la gestion des centres de contact. Mais c&rsquo;est son passage \u00e0 l&rsquo;universit\u00e9 de l&rsquo;\u00c9tat du Michigan qui, selon lui, a inspir\u00e9 une grande partie de son style de leadership dans les centres de contact. <\/p>\n<p>\n<p><p>C&rsquo;est au cours de sa deuxi\u00e8me ann\u00e9e que David est devenu responsable \u00e9tudiant de l&rsquo;\u00e9quipe masculine de basket-ball et qu&rsquo;il a nou\u00e9 un lien important qui continue de l&rsquo;inspirer aujourd&rsquo;hui : il a travaill\u00e9 aux c\u00f4t\u00e9s de Tom Izzo, l\u00e9gende am\u00e9ricaine de l&rsquo;entra\u00eenement de basket-ball universitaire.<\/p>\n<p><p>Employ\u00e9 par GreenPath Financial Wellness depuis 2006, David sait de premi\u00e8re main que l&rsquo;on y gagne ce que l&rsquo;on re\u00e7oit : rien ne vous est simplement donn\u00e9. Par cons\u00e9quent, c&rsquo;est un environnement dans lequel les agents des centres de contact doivent se sentir particuli\u00e8rement inspir\u00e9s et engag\u00e9s &#8211; et c&rsquo;est un environnement qui convient parfaitement au type de motivation que le coach Izzo a model\u00e9 pour David \u00e0 la MSU. <\/p>\n<p><p>\u00ab\u00a0L&rsquo;entra\u00eeneur Izzo m&rsquo;a appris qu&rsquo;une \u00e9quipe dirig\u00e9e par les joueurs est toujours plus performante qu&rsquo;une \u00e9quipe dirig\u00e9e par l&rsquo;entra\u00eeneur\u00a0\u00bb, explique David. \u00ab\u00a0C&rsquo;est pourquoi je ne fais pas de micro-management. Au contraire, je cr\u00e9e une culture de la responsabilit\u00e9 avec l&rsquo;ensemble de l&rsquo;\u00e9quipe. Je donne aux gens la libert\u00e9 et l&rsquo;autonomie n\u00e9cessaires pour r\u00e9ussir, puis je m&rsquo;assure qu&rsquo;ils savent qu&rsquo;ils auront des comptes \u00e0 rendre. Je responsabilise chaque individu, puis je lui apporte mon soutien quand et comme il en a besoin\u00a0\u00bb. <\/p>\n<p><p>David g\u00e8re une \u00e9quipe de 300 agents et peaufine en permanence des strat\u00e9gies visant \u00e0 optimiser chaque \u00e9tape du centre de contact de GreenPath, depuis les appels de triage initiaux jusqu&rsquo;aux appels de conseil et aux communications post-conseil. L&rsquo;une des choses les plus importantes qu&rsquo;il ait faites chez GreenPath a \u00e9t\u00e9 d&rsquo;int\u00e9grer tous les centres de conseil r\u00e9gionaux et autonomes de l&rsquo;entreprise dans un centre de contact unifi\u00e9. <\/p>\n<p><p>Sous la direction de David, GreenPath a r\u00e9organis\u00e9 en 2012 la structure de ses bureaux locaux, de sorte que tous les conseillers, quel que soit leur lieu d&rsquo;implantation, travaillent d\u00e9sormais dans le cadre d&rsquo;un seul et unique centre de contact. Les bureaux locaux existent toujours pour les clients qui pr\u00e9f\u00e8rent un contact direct, mais ceux qui ont des besoins urgents ont d\u00e9sormais la possibilit\u00e9 de recevoir des conseils imm\u00e9diats par l&rsquo;interm\u00e9diaire du centre de contact de GreenPath. En outre, tous les conseillers re\u00e7oivent d\u00e9sormais la m\u00eame formation initiale et b\u00e9n\u00e9ficient d&rsquo;un accompagnement individuel permanent adapt\u00e9 aux besoins sp\u00e9cifiques de chacun. Dans le cadre de la r\u00e9organisation, David a \u00e9galement mis au point un nouveau processus centralis\u00e9 d&rsquo;assurance qualit\u00e9 qu&rsquo;il g\u00e8re d\u00e9sormais.   <\/p>\n<p><p>Il est clair que l&rsquo;approche de David fonctionne. Selon une r\u00e9ponse anonyme re\u00e7ue dans le cadre d&rsquo;une enqu\u00eate de satisfaction des employ\u00e9s r\u00e9alis\u00e9e en mai 2020, un employ\u00e9 du centre de contact de GreenPath a d\u00e9clar\u00e9 : \u00ab\u00a0Je ne sais pas s&rsquo;il existe une organisation plus engag\u00e9e ou plus soucieuse de ses employ\u00e9s que GreenPath. J&rsquo;ai vraiment l&rsquo;impression que nous formons une famille. Et \u00e0 notre \u00e9poque, tout le monde a besoin d&rsquo;une famille\u00a0\u00bb. <\/p>\n<p><p>Avant tout, l&rsquo;impact positif que David a eu, et continue d&rsquo;avoir, sur le centre de contact de GreenPath peut se r\u00e9sumer dans le conseil qu&rsquo;il donne aux nouveaux responsables de centre de contact qu&rsquo;il embauche. \u00ab\u00a0Les nouveaux managers doivent comprendre que ce sont leurs \u00e9quipes qui font leur succ\u00e8s\u00a0\u00bb, explique David. J&#8217;emprunte donc une autre pi\u00e8ce au livre de jeu de l&rsquo;entra\u00eeneur Izzo et de la MSU : \u00ab\u00a0Je suis parce que nous sommes\u00a0\u00bb : Je suis parce que nous sommes. Si vous voulez r\u00e9ussir, nous devons tous r\u00e9ussir\u00a0\u00bb.  <\/p>\n<p><p>Pour voir les finalistes dans toutes les cat\u00e9gories, <a href=\"https:\/\/www.icmi.com\/resources\/2021\/2021-icmi-awards-finalists\" target=\"_blank\" rel=\"noopener\">visitez la page des prix ICMI Global Contact Center.<\/a><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":223,"featured_media":40322,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[204],"tags":[],"blog-languages":[],"class_list":["post-34050","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - 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