{"id":35080,"date":"2025-07-30T18:23:59","date_gmt":"2025-07-30T18:23:59","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/le-gartner-hype-cycle-2025-pourquoi-wem-est-en-tete-de-file\/"},"modified":"2025-07-30T18:25:03","modified_gmt":"2025-07-30T18:25:03","slug":"le-gartner-hype-cycle-2025-pourquoi-wem-est-en-tete-de-file","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/le-gartner-hype-cycle-2025-pourquoi-wem-est-en-tete-de-file\/","title":{"rendered":"Le Gartner Hype Cycle 2025 : Pourquoi WEM est en t\u00eate de file"},"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_9d592e3c1f718a78622bc86c1e9192cd\"\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\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\">Exp\u00e9rience client <\/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\">Le Gartner Hype Cycle 2025 : Pourquoi WEM est en t\u00eate de file<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"description-form wysiwyg text-text-secondary-aa mb-c\/s\"><p><span class=\"TextRun SCXW226912333 BCX0\" lang=\"EN-GB\" data-contrast=\"none\" xml:lang=\"EN-GB\"><span class=\"NormalTextRun SCXW226912333 BCX0\">Le<\/span> <span class=\"NormalTextRun SCXW226912333 BCX0\">Gartner <\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">Hype Cycle for Customer Service and Support Technologies, 202<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">5<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">,<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\"> souligne <\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">un changement <\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">changement<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\"> dans la fa\u00e7on dont les centres de contact<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">de contact<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">de contact g\u00e8rent leurs employ\u00e9s<\/span><span class=\"NormalTextRun SCXW226912333 BCX0\">.<\/span><\/span><span class=\"EOP SCXW226912333 BCX0\" data-ccp-props=\"{}\"> <\/span><\/p>\n<\/div>\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_9d592e3c1f718a78622bc86c1e9192cd\"] {\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%2Fle-gartner-hype-cycle-2025-pourquoi-wem-est-en-tete-de-file%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%2Fle-gartner-hype-cycle-2025-pourquoi-wem-est-en-tete-de-file%2F&#038;text=Le Gartner Hype Cycle 2025 : Pourquoi WEM est en t\u00eate de file\"\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%2Fle-gartner-hype-cycle-2025-pourquoi-wem-est-en-tete-de-file%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 class=\"NormalTextRun SCXW53789006 BCX0\">Le Gartner Hype Cycle for Customer Service and Support Technologies, 2025, est d\u00e9sormais en ligne, offrant aux dirigeants une vision claire des innovations qui transforment le secteur.<\/span><span class=\"NormalTextRun SCXW53789006 BCX0\">,<\/span><span class=\"NormalTextRun SCXW53789006 BCX0\"> en mettant notamment l&rsquo;accent sur les <\/span><span class=\"NormalTextRun SCXW53789006 BCX0\">les solutions d&rsquo;engagement de la main-d&rsquo;\u0153uvre.<\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div class=\"wp-block-image\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"675\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Figure_1_Hype_Cycle_for_Customer_Service_and_Support_Technologies_2025-1024x675.png\" alt=\"\" class=\"wp-image-35062\" style=\"object-fit:cover;width:780px;height:514px\" srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Figure_1_Hype_Cycle_for_Customer_Service_and_Support_Technologies_2025-1024x675.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Figure_1_Hype_Cycle_for_Customer_Service_and_Support_Technologies_2025-300x198.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Figure_1_Hype_Cycle_for_Customer_Service_and_Support_Technologies_2025-768x506.png 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Figure_1_Hype_Cycle_for_Customer_Service_and_Support_Technologies_2025.png 1170w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div><\/div><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\">La matrice des priorit\u00e9s de Gartner \u00e9value \u00e0 la fois le niveau d&rsquo;engouement du march\u00e9 et la maturit\u00e9 des technologies innovantes qui devraient fa\u00e7onner la seconde moiti\u00e9 de 2025, tout en \u00e9valuant la valeur commerciale qu&rsquo;elles peuvent apporter. <a href=\"https:\/\/www.calabrio.com\/fr\/\">La gestion de l&rsquo;engagement du personnel (Workforce Engagement Management &#8211; WEM<\/a> ) se situe tout en haut de la matrice, ce qui indique clairement qu&rsquo;elle d\u00e9passe les attentes et qu&rsquo;elle est en mesure d&rsquo;avoir un impact transformationnel dans les deux \u00e0 cinq prochaines ann\u00e9es.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"none\">Ce classement souligne le potentiel du WEM \u00e0 remodeler fondamentalement les centres de contact. Au m\u00eame titre que l&rsquo;IA pour les agents, le WEM est l&rsquo;une des principales recommandations d&rsquo;investissement du Gartner. Il repr\u00e9sente non seulement une priorit\u00e9 strat\u00e9gique, mais aussi une dimension cruciale, attendue depuis longtemps, de la mani\u00e8re dont les organisations g\u00e8rent et responsabilisent les employ\u00e9s de leurs centres de contact.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Dans le rapport de cette ann\u00e9e, Gartner explique que le WEM appara\u00eet d\u00e9sormais comme la progression naturelle du marketing d&rsquo;<a href=\"https:\/\/www.calabrio.com\/wfo\/\">optimisation des effectifs (WFO<\/a> ) et qu&rsquo;il va au-del\u00e0 de la performance op\u00e9rationnelle pour inclure l&rsquo;engagement des employ\u00e9s.<\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Comme l&rsquo;explique Gartner, le composant WFO sous-jacent unifie le <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/\">contr\u00f4le de la qualit\u00e9<\/a>, la <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\">gestion des effectifs<\/a>, l&rsquo;apprentissage en ligne, la <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-des-performances\/\">gestion des performances<\/a> et les <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/fonctionnalite-danalyse-de-la-parole\/\">outils d&rsquo;analyse vocale, et<\/a>a jou\u00e9 un r\u00f4le crucial dans l&rsquo;am\u00e9lioration op\u00e9rationnelle des centres de contact au cours de la derni\u00e8re d\u00e9cennie. Cependant, comme le note le rapport :  <\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center\"><em><strong>\u00ab\u00a0Les besoins des salari\u00e9s \u00e9voluent. Les philosophies de gestion et de d\u00e9veloppement de carri\u00e8re et les technologies actuelles, ax\u00e9es sur l&rsquo;am\u00e9lioration des performances op\u00e9rationnelles, ne r\u00e9pondent pas \u00e0 ces ambitions\u00a0\u00bb.  <\/strong><\/em><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">En d&rsquo;autres termes, les anciennes m\u00e9thodes de gestion du personnel ne suffisent plus.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Qu&rsquo;est-ce qui favorise l&rsquo;adoption du WEM ?<\/h2>\n<p><span data-contrast=\"none\">L&rsquo;\u00e9volution du centre de contact vers un mod\u00e8le hybride, m\u00e9langeant le travail \u00e0 domicile et les op\u00e9rations sur site, a remodel\u00e9 les attentes en mati\u00e8re d&rsquo;int\u00e9gration, de programmation, d&rsquo;accompagnement et d&rsquo;\u00e9valuation, et a conduit les op\u00e9rations \u00e0 s&rsquo;\u00e9loigner de l&rsquo;approche traditionnelle de la formation \u00ab\u00a0c\u00f4te \u00e0 c\u00f4te\u00a0\u00bb. Dans le m\u00eame temps, l&rsquo;IA et l&rsquo;automatisation suppriment les t\u00e2ches routini\u00e8res, laissant aux agents le soin de g\u00e9rer les interactions les plus complexes et les plus charg\u00e9es en \u00e9motions. Cette \u00e9volution pousse les entreprises \u00e0 cr\u00e9er un environnement de travail positif et favorable qui attire et retient les meilleurs talents, d&rsquo;autant plus que les conseillers ont d\u00e9sormais la libert\u00e9 de travailler \u00e0 distance depuis n&rsquo;importe quel endroit et peuvent facilement \u00e9valuer les employeurs sur des plateformes telles que Glassdoor.<\/span><\/p>\n<p><span data-contrast=\"none\">Parall\u00e8lement, le paysage technologique \u00e9volue rapidement. Les fournisseurs de CCaaS et de centres d&rsquo;engagement client consid\u00e8rent de plus en plus le WEM comme essentiel, mais nombre d&rsquo;entre eux ne disposent pas encore de solutions robustes, ce qui rend l&rsquo;approvisionnement difficile. Gartner souligne la n\u00e9cessit\u00e9 pour le WEM moderne d&rsquo;aller au-del\u00e0 de la planification et de la gestion de la qualit\u00e9 pour inclure des <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\">informations sur les interactions bas\u00e9es sur l&rsquo;IA<\/a>, des conseils sur l&rsquo;action suivante et des exp\u00e9riences de bureau unifi\u00e9es.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Gartner souligne \u00e9galement que si l&rsquo;assistance mobile pour les agents s&rsquo;est d\u00e9velopp\u00e9e, elle reste sous-d\u00e9velopp\u00e9e par de nombreux fournisseurs, la plupart des outils n&rsquo;offrant que des fonctions de base telles que la consultation des horaires ou les changements d&rsquo;\u00e9quipe.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Enfin, les programmes \u00ab\u00a0Voix de l&#8217;employ\u00e9\u00a0\u00bb (VoE), essentiels pour identifier ce qui stimule ou entrave l&rsquo;engagement, gagnent du terrain mais restent souvent basiques, ce qui souligne la n\u00e9cessit\u00e9 de disposer de capacit\u00e9s WEM plus riches et plus int\u00e9gr\u00e9es.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Obstacles \u00e0 la transformation<\/h2>\n<p><span data-contrast=\"none\">Gartner poursuit en expliquant que l&rsquo;un des principaux obstacles \u00e0 l&rsquo;avancement du WEM r\u00e9side dans l&rsquo;immaturit\u00e9 de nombreux fournisseurs de CCaaS, qui sont souvent les canaux d&rsquo;approvisionnement pr\u00e9f\u00e9r\u00e9s des organisations sophistiqu\u00e9es. Cette lacune,  <\/span><span data-contrast=\"auto\">entre les offres et les besoins<\/span><span data-contrast=\"none\">Cette situation cr\u00e9e des frictions pour les entreprises qui recherchent des solutions WEM enti\u00e8rement d\u00e9velopp\u00e9es aupr\u00e8s de leurs fournisseurs existants. \u00c0 cela s&rsquo;ajoute une focalisation persistante sur les performances op\u00e9rationnelles plut\u00f4t que sur le bien-\u00eatre des employ\u00e9s, ce qui conduit \u00e0 un \u00e9tat d&rsquo;esprit WFO contre WEM, o\u00f9 l&rsquo;efficacit\u00e9 est privil\u00e9gi\u00e9e au d\u00e9triment de l&rsquo;engagement.<\/span><\/p>\n<p><span data-contrast=\"none\">Une \u00e9volution de la pens\u00e9e strat\u00e9gique et des logiciels sera n\u00e9cessaire, car l&rsquo;environnement des agents de premi\u00e8re ligne continue de subir des changements spectaculaires, posant des d\u00e9fis nouveaux et nuanc\u00e9s en mati\u00e8re d&rsquo;engagement et de productivit\u00e9. Des questions telles que l&rsquo;\u00e9quilibre entre vie professionnelle et vie priv\u00e9e, l&rsquo;aptitude des employ\u00e9s \u00e0 travailler \u00e0 distance, le sentiment d&rsquo;un soutien ou d&rsquo;une reconnaissance insuffisants, les possibilit\u00e9s limit\u00e9es de mise en r\u00e9seau et l&rsquo;impression que les agents sur place sont privil\u00e9gi\u00e9s par la direction sont autant de facteurs qui sapent le moral et les performances. Gartner indique que le march\u00e9 des logiciels est encore en train de rattraper son retard, les applications devant encore \u00eatre affin\u00e9es pour s&rsquo;aligner sur cette r\u00e9alit\u00e9 en \u00e9volution et prendre en charge la \u00ab\u00a0future normalit\u00e9\u00a0\u00bb du travail hybride et flexible dans les centres de contact.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Notre pain et notre beurre<\/h2>\n<p><span data-contrast=\"none\">C&rsquo;est l\u00e0 que Calabrio intervient. L&rsquo;engagement du personnel n&rsquo;est pas seulement une fonction pour nous, c&rsquo;est notre fondement. Alors que de nombreux fournisseurs de CCaaS proposent des fonctionnalit\u00e9s WEM \u00ab\u00a0\u00e0 cocher\u00a0\u00bb, Calabrio propose une <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\">gestion de l&rsquo;engagement de la main d&rsquo;\u0153uvre de niveau entreprise<\/a>, con\u00e7ue pour faire face aux r\u00e9alit\u00e9s complexes du centre de contact d&rsquo;aujourd&rsquo;hui. Gr\u00e2ce \u00e0 des <a href=\"https:\/\/www.calabrio.com\/fr\/partenaires-de-la-plateforme\/\">int\u00e9grations avanc\u00e9es \u00e0 toutes les plateformes CCaaS<\/a>, nous donnons aux entreprises la libert\u00e9 de choisir la meilleure infrastructure de communication tout en b\u00e9n\u00e9ficiant d&rsquo;un WEM de classe mondiale.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">Trop souvent, les entreprises se tournent par d\u00e9faut vers leur fournisseur de CCaaS pour le WEM parce qu&rsquo;il leur semble plus facile de tout garder \u00ab\u00a0sous le m\u00eame toit\u00a0\u00bb. Mais ce raccourci r\u00e9sout rarement les vrais d\u00e9fis &#8211; les fournisseurs de syst\u00e8mes d&rsquo;information de gestion ne sont pas des sp\u00e9cialistes de la gestion de l&rsquo;environnement et leurs outils compl\u00e9mentaires ne peuvent pas r\u00e9pondre aux besoins profonds et \u00e9volutifs de la main-d&rsquo;\u0153uvre d&rsquo;aujourd&rsquo;hui. Au lieu de cela, Calabrio fournit l&rsquo;expertise d\u00e9di\u00e9e et les capacit\u00e9s puissantes que seul un v\u00e9ritable leader WEM peut fournir.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Nous avons une longueur d&rsquo;avance, puisque nous avons lanc\u00e9 <a href=\"https:\/\/www.calabrio.com\/de\/press\/calabrio-stellt-eine-rekordzahl-von-ki-gesteuerten-funktionen-vor-um-die-effizienz-des-contact-centers-und-die-zufriedenheit-des-kundendienstes-zu-steigern\/\">70 nouvelles innovations rien que cette ann\u00e9e,<\/a> et nous offrons une suite v\u00e9ritablement unifi\u00e9e de solutions WEM : des informations aliment\u00e9es par l&rsquo;IA et des conseils pour la meilleure action possible aux programmes int\u00e9gr\u00e9s de la Voix de l&#8217;employ\u00e9, un bureau unifi\u00e9 et des outils mobiles robustes qui permettent aux agents d&rsquo;agir n&rsquo;importe o\u00f9. <\/span><b><span data-contrast=\"none\">C&rsquo;est exactement la raison pour laquelle Gartner a recommand\u00e9 Calabrio non pas une fois, mais deux fois dans le rapport de cette ann\u00e9e.<\/span><\/b><span> <\/span><\/p>\n<h2><\/h2>\n<h2>Le livre de jeu de Gartner pour la prochaine \u00e8re de la gestion de l&rsquo;information sur le march\u00e9 (WEM)<\/h2>\n<p><span data-contrast=\"none\">Gartner recommande aux organisations d&rsquo;adopter une approche proactive et holistique de la gestion des ressources humaines en s&rsquo;\u00e9loignant d&rsquo;une focalisation \u00e9troite sur les performances op\u00e9rationnelles et en consid\u00e9rant le bien-\u00eatre des employ\u00e9s comme une priorit\u00e9 strat\u00e9gique essentielle. Cela signifie qu&rsquo;il faut aller au-del\u00e0 de la pens\u00e9e traditionnelle centr\u00e9e sur le WFO et int\u00e9grer des outils et des pratiques ax\u00e9s sur l&rsquo;engagement dans les op\u00e9rations quotidiennes. Gartner conseille \u00e9galement aux dirigeants d&rsquo;envisager des solutions compl\u00e9mentaires, telles que Calabrio, afin d&rsquo;\u00e9viter d&rsquo;\u00eatre limit\u00e9s par des offres immatures dans la cha\u00eene d&rsquo;approvisionnement.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">Tout aussi important, Gartner conseille d&rsquo;aligner les strat\u00e9gies WEM sur les r\u00e9alit\u00e9s de l&rsquo;environnement moderne et hybride de la ligne de front. Il s&rsquo;agit notamment de relever des d\u00e9fis tels que l&rsquo;ad\u00e9quation du travail \u00e0 distance, le soutien des agents, la reconnaissance et la connexion, tout en affinant les logiciels et les processus pour r\u00e9pondre aux besoins du personnel sur place et \u00e0 distance.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">En donnant la priorit\u00e9 aux technologies et aux programmes qui favorisent l&rsquo;engagement, le d\u00e9veloppement et l&rsquo;autonomisation, les organisations peuvent renforcer leur r\u00e9silience, attirer les meilleurs talents et se positionner pour un succ\u00e8s \u00e0 long terme dans le paysage \u00e9volutif des centres de contact.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"none\">Pour en savoir plus, <a href=\"https:\/\/www.calabrio.com\/fr\/hype-cycle-pour-les-technologies-de-service-et-dassistance-a-la-clientele-2025\/\">t\u00e9l\u00e9chargez d\u00e8s aujourd&rsquo;hui le rapport complet \u00ab\u00a0The Gartner Hype Cycle for Customer Service and Support Technologies, 2025\u00a0\u00bb.<\/a>  <\/span><\/b><span> <\/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_ebf6682868a82b14168b5a5b1fd81099\"] {\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_ebf6682868a82b14168b5a5b1fd81099\"\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\/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\/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\/07\/Report-social-media-image-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1.jpg 1200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1-300x157.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1-1024x535.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1-768x401.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\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 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