{"id":34065,"date":"2020-02-24T11:38:36","date_gmt":"2020-02-24T11:38:36","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/laissez-la-toxicite-derriere-vous-surmonter-la-negativite-des-centres-de-contact-2\/"},"modified":"2025-10-24T11:16:22","modified_gmt":"2025-10-24T11:16:22","slug":"laissez-la-toxicite-derriere-vous-surmonter-la-negativite-des-centres-de-contact-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/laissez-la-toxicite-derriere-vous-surmonter-la-negativite-des-centres-de-contact-2\/","title":{"rendered":"Laissez la toxicit\u00e9 derri\u00e8re vous : Surmonter la n\u00e9gativit\u00e9 des centres de contact"},"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_7dea7efcf474c5dd89fdc66ba83b3d33\"\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\">Laissez la toxicit\u00e9 derri\u00e8re vous : Surmonter la n\u00e9gativit\u00e9 des centres de contact<\/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_7dea7efcf474c5dd89fdc66ba83b3d33\"] {\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>J&rsquo;ai d\u00e9but\u00e9 dans les centres de contact en prenant les appels du service client\u00e8le. C&rsquo;\u00e9tait la fin des ann\u00e9es 90 et Titanic dominait le box-office. MMMBop \u00e9tait un \u00e9norme succ\u00e8s et Third Eye Blind r\u00e9gnait sur les charts. Beaucoup de choses ont chang\u00e9 depuis (comme ma coiffure et mon affinit\u00e9 pour le port du short), mais d&rsquo;autres sont rest\u00e9es inchang\u00e9es.   <\/p>\n<p><p>L&rsquo;une des principales choses qui n&rsquo;a pas chang\u00e9, c&rsquo;est le sentiment qu&rsquo;ont les gens de travailler dans un centre d&rsquo;appel.<\/p>\n<p><p>Il est relativement facile d&rsquo;entrer dans un centre d&rsquo;appel, mais il peut \u00eatre difficile d&rsquo;en sortir. Des personnes talentueuses et passionn\u00e9es commencent \u00e0 travailler en tant qu&rsquo;agents et se rendent vite compte que ce travail est \u00e9puisant. Le fait d&rsquo;\u00eatre attach\u00e9 \u00e0 un t\u00e9l\u00e9phone pendant 8 heures par jour, de r\u00e9p\u00e9ter les m\u00eames informations et de traiter avec des appelants contrari\u00e9s commence \u00e0 \u00e9puiser m\u00eame les personnalit\u00e9s les plus r\u00e9solues.  <\/p>\n<p><p>Nous sommes l\u00e0 pour changer cela. Nous passons nos journ\u00e9es \u00e0 r\u00e9fl\u00e9chir \u00e0 de nouvelles fa\u00e7ons de faciliter la vie de tous les acteurs du centre de contact, mais nous avons une passion particuli\u00e8re pour les agents. Beaucoup d&rsquo;entre nous l&rsquo;ont \u00e9t\u00e9. Nous savons \u00e0 quoi ressemblent les heures folles et nous savons ce que l&rsquo;on ressent lorsqu&rsquo;on travaille dans la deuxi\u00e8me \u00e9quipe. Nous savons ce que c&rsquo;est que de se voir refuser un jour de vacances parce que l&rsquo;entreprise \u00ab\u00a0n&rsquo;en a pas les moyens\u00a0\u00bb.    <\/p>\n<p><p>Les employ\u00e9s sont sp\u00e9ciaux pour nous. Nous consacrons du temps et des ressources au d\u00e9veloppement d&rsquo;outils \u00e9tonnants destin\u00e9s aux agents et con\u00e7us pour <a href=\"https:\/\/www.calabrio.com\/fr\/engagement-des-employes\/\">am\u00e9liorer l&rsquo;exp\u00e9rience des employ\u00e9s<\/a>. Gr\u00e2ce \u00e0 une meilleure planification et \u00e0 de meilleures pr\u00e9visions, nous contribuons \u00e0 all\u00e9ger la charge de travail des agents qui se pr\u00e9sentent chaque jour. Lorsque nous d\u00e9veloppons des outils pour aider les agents \u00e0 demander des cong\u00e9s \u00e0 partir de leur smartphone, cela renforce nos efforts pour faire du centre d&rsquo;appels un lieu de travail flexible et sain. L&rsquo;agent est sur un pi\u00e9destal chez Calabrio, et nous voulons vous montrer tous les trucs sympas sur lesquels nous avons travaill\u00e9.    <\/p>\n<p><p>L&rsquo;une de nos principales missions cette ann\u00e9e est d&rsquo;apprendre \u00e0 abandonner la toxicit\u00e9 du centre d&rsquo;appels. Si vous faites partie de l&rsquo;\u00e9quipe de planification, de l&rsquo;\u00e9quipe de pr\u00e9vision ou de l&rsquo;\u00e9quipe d&rsquo;analyse\/de rapport, nous avons de nouvelles options int\u00e9ressantes dont nous aimerions vous parler. <\/p>\n<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":249,"featured_media":20539,"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-34065","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) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Laissez la toxicit\u00e9 derri\u00e8re vous : 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