{"id":35088,"date":"2025-07-30T21:15:32","date_gmt":"2025-07-30T21:15:32","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/des-mesures-a-la-motivation-comment-la-transparence-des-performances-ameliore-lengagement-des-agents\/"},"modified":"2025-08-01T05:23:50","modified_gmt":"2025-08-01T05:23:50","slug":"des-mesures-a-la-motivation-comment-la-transparence-des-performances-ameliore-lengagement-des-agents","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/des-mesures-a-la-motivation-comment-la-transparence-des-performances-ameliore-lengagement-des-agents\/","title":{"rendered":"Des mesures \u00e0 la motivation : Comment la transparence des performances am\u00e9liore l&rsquo;engagement des agents"},"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_9b1f2dfa17b0481b2fcf781f6062e719\"\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<\/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\">Des mesures \u00e0 la motivation : Comment la transparence des performances am\u00e9liore l&rsquo;engagement des agents<\/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_9b1f2dfa17b0481b2fcf781f6062e719\"] {\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%2Fdes-mesures-a-la-motivation-comment-la-transparence-des-performances-ameliore-lengagement-des-agents%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%2Fdes-mesures-a-la-motivation-comment-la-transparence-des-performances-ameliore-lengagement-des-agents%2F&#038;text=Des mesures \u00e0 la motivation : Comment la transparence des performances am\u00e9liore l&rsquo;engagement des agents\"\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%2Fdes-mesures-a-la-motivation-comment-la-transparence-des-performances-ameliore-lengagement-des-agents%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\">Le lieu de travail moderne a connu des changements majeurs au cours de la derni\u00e8re d\u00e9cennie, allant de l&rsquo;assouplissement des conditions de travail \u00e0 une plus grande attention port\u00e9e \u00e0 l&rsquo;\u00e9quilibre entre vie professionnelle et vie priv\u00e9e. Mais une priorit\u00e9 qui gagne du terrain, mais qui est encore souvent n\u00e9glig\u00e9e, est la demande croissante de  <\/span><b><span data-contrast=\"none\">la transparence <\/span><\/b><span data-contrast=\"none\">sur le lieu de travail<\/span><span data-contrast=\"none\">-et les avantages consid\u00e9rables qui en d\u00e9coulent.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Selon une \u00e9tude r\u00e9alis\u00e9e par <\/span><a href=\"https:\/\/slack.com\/blog\/transformation\/trust-tools-and-teamwork-what-workers-want\"><span data-contrast=\"none\">Slack<\/span><\/a><span data-contrast=\"none\">plus de <\/span><b><span data-contrast=\"none\">80 % des travailleurs<\/span><\/b><span data-contrast=\"none\"> veulent mieux comprendre les d\u00e9cisions de l&rsquo;entreprise, et <\/span><b><span data-contrast=\"none\">87 % des demandeurs d&#8217;emploi<\/span><\/b><span data-contrast=\"none\"> recherchent activement la transparence chez leurs futurs employeurs.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"none\">Cette demande croissante de transparence sur le lieu de travail ne concerne pas seulement le partage des donn\u00e9es financi\u00e8res de l&rsquo;entreprise ou des strat\u00e9gies de haut niveau, mais aussi la transparence des performances. En effet, lorsque les employ\u00e9s ont une vision claire de leurs propres indicateurs et des progr\u00e8s accomplis dans la r\u00e9alisation de leurs objectifs, ils cr\u00e9ent une culture d&rsquo;entreprise qui les incite \u00e0 s&rsquo;impliquer dans les activit\u00e9s de l&rsquo;entreprise.  <\/span><b><span data-contrast=\"none\">une communication ouverte<\/span><\/b><span data-contrast=\"none\"> et un <\/span><span data-contrast=\"none\">base de <\/span><b><span data-contrast=\"none\">confiance et de responsabilisation<\/span><\/b><span data-contrast=\"none\"> qui peut transformer l&rsquo;ensemble de l&rsquo;organisation.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>5 avantages cl\u00e9s de la transparence des performances<\/h2>\n<p><span data-contrast=\"none\">Mais quels sont exactement les avantages de la transparence sur le lieu de travail, tant pour les entreprises que pour les employ\u00e9s ?<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">L&rsquo;impact d&rsquo;un lieu de travail plus transparent peut \u00eatre profond, cr\u00e9ant une boucle ferm\u00e9e qui profite \u00e0 la fois \u00e0 l&rsquo;organisation et \u00e0 l&rsquo;individu. En d\u00e9mystifiant la performance et en la fondant sur des donn\u00e9es claires et accessibles, elle fait passer la dynamique d&rsquo;un jugement descendant \u00e0 un d\u00e9veloppement collaboratif, et contribue \u00e0 g\u00e9n\u00e9rer des avantages d&rsquo;une port\u00e9e consid\u00e9rable pour l&rsquo;organisation et l&rsquo;exp\u00e9rience des employ\u00e9s.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>1. Conduit un coaching et un retour d&rsquo;information constructifs<\/h3>\n<p><span data-contrast=\"none\">Avec une suite compl\u00e8te de gestion de l&rsquo;engagement du personnel (WEM) qui comprend la gestion de la performance aliment\u00e9e par l&rsquo;IA<\/span><span data-contrast=\"auto\"> &#8211; <\/span><span data-contrast=\"none\">pilot\u00e9e par l&rsquo;intelligence de la main-d&rsquo;\u0153uvre et des conversations <\/span><span data-contrast=\"auto\">&#8211; <\/span><span data-contrast=\"none\">les managers peuvent utiliser des informations bas\u00e9es sur des donn\u00e9es pour offrir un coaching personnalis\u00e9, <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-des-performances\/\"><span data-contrast=\"none\">personnalis\u00e9 et bas\u00e9 sur la performance<\/span><\/a><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\"> Les mesures permettent de clarifier les domaines de force et de croissance, tout en \u00e9laborant des plans de d\u00e9veloppement cibl\u00e9s qui s&rsquo;alignent sur les objectifs de l&rsquo;individu et de l&rsquo;organisation.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h3>2. Renforcer la confiance dans le processus d&rsquo;\u00e9valuation<\/h3>\n<p><span data-contrast=\"none\">La transparence permet d&rsquo;instaurer la confiance. Lorsque les employ\u00e9s savent qu&rsquo;ils sont \u00e9valu\u00e9s sur la base de param\u00e8tres clairs et impartiaux, ils se sentent plus en s\u00e9curit\u00e9 et respect\u00e9s. Des tableaux de bord opportuns aident les agents \u00e0 comprendre leurs performances de mani\u00e8re continue, ce qui \u00e9limine les surprises des \u00e9valuations et cr\u00e9e un sentiment d&rsquo;\u00e9quit\u00e9.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>3. Responsabiliser les agents gr\u00e2ce \u00e0 la visibilit\u00e9<\/h3>\n<p><span data-contrast=\"none\">L&rsquo;acc\u00e8s aux mesures des performances individuelles ne se contente pas d&rsquo;informer, il responsabilise. Lorsque les employ\u00e9s peuvent voir ce qu&rsquo;ils font, ils gagnent en autonomie et en confiance. La transparence encourage l&rsquo;apprentissage continu et motive les agents \u00e0 d\u00e9velopper de nouvelles comp\u00e9tences, en particulier lorsqu&rsquo;ils comprennent comment la croissance peut faire progresser leur carri\u00e8re.<\/span><span> <\/span><\/p>\n<h3>4. Accro\u00eetre la rentabilit\u00e9 gr\u00e2ce \u00e0 l&rsquo;engagement<\/h3>\n<p><span data-contrast=\"none\">Des employ\u00e9s engag\u00e9s offrent un meilleur service &#8211; et un meilleur service g\u00e9n\u00e8re des b\u00e9n\u00e9fices.  <\/span><a href=\"https:\/\/www.gallup.com\/workplace\/349484\/state-of-the-global-workplace-2022-report.aspx\"><span data-contrast=\"none\">\u00c9tudes<\/span><\/a><span data-contrast=\"none\">  montrent r\u00e9guli\u00e8rement que des agents heureux et bien soutenus se traduisent par une am\u00e9lioration de la satisfaction et de la fid\u00e9lit\u00e9 des clients. Lorsque les employ\u00e9s comprennent l&rsquo;impact de leurs performances sur l&rsquo;entreprise, ils sont plus enclins \u00e0 s&rsquo;investir.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>5. Promouvoir l&rsquo;autogestion et la responsabilisation<\/h3>\n<p><span data-contrast=\"none\">Avec une solution de gestion de la performance int\u00e9gr\u00e9e \u00e0 votre logiciel <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/comment-elaborer-un-plan-de-gestion-du-personnel\/\"><span data-contrast=\"none\">logiciel WEM,<\/span><\/a><span data-contrast=\"none\">  les agents n&rsquo;ont pas besoin d&rsquo;attendre les \u00e9valuations formelles pour g\u00e9rer leur d\u00e9veloppement. Ils peuvent suivre leurs indicateurs en temps r\u00e9el, les comparer \u00e0 leurs objectifs et proc\u00e9der \u00e0 des ajustements de mani\u00e8re proactive. Par exemple, si un agent constate une baisse du taux de r\u00e9solution des appels, il peut corriger le tir ou demander de l&rsquo;aide imm\u00e9diatement. Cela permet non seulement de responsabiliser les agents, mais aussi de lib\u00e9rer les responsables pour qu&rsquo;ils se concentrent sur l&rsquo;accompagnement strat\u00e9gique plut\u00f4t que sur la surveillance r\u00e9active.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>La transparence est le nouveau moteur de l&rsquo;engagement<\/h2>\n<p><span data-contrast=\"none\">Dans le monde du travail d&rsquo;aujourd&rsquo;hui, o\u00f9 l&#8217;employ\u00e9 est au premier plan, la transparence est plus qu&rsquo;un mot \u00e0 la mode, c&rsquo;est un avantage strat\u00e9gique. Lorsque les organisations adoptent la visibilit\u00e9 de la performance par le biais d&rsquo;une plateforme WEM compl\u00e8te avec une gestion de la performance aliment\u00e9e par l&rsquo;IA, l&rsquo;intelligence int\u00e9gr\u00e9e et l&rsquo;automatisation, elles construisent des cultures enracin\u00e9es dans la confiance, la responsabilit\u00e9 et la croissance continue. Les agents sont plus engag\u00e9s, plus motiv\u00e9s et plus loyaux &#8211; ils passent du statut d&rsquo;observateurs de mesures \u00e0 celui de contributeurs motiv\u00e9s par leur mission.<\/span><span> <\/span><\/p>\n<p><b><span data-contrast=\"none\">Pr\u00eat \u00e0 d\u00e9couvrir comment la transparence des performances peut r\u00e9duire l&rsquo;attrition et stimuler l&rsquo;engagement dans votre centre de contact ? <\/span><\/b><a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"><b><span data-contrast=\"none\">R\u00e9servez une d\u00e9monstration<\/span><\/b><\/a><b><span data-contrast=\"none\"> et d\u00e9couvrez comment la visibilit\u00e9 alimente une meilleure main-d&rsquo;\u0153uvre.<\/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_a78ab18ebbf26d771572892bfd724e82\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: 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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\/04\/Generative-AI.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg 1560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-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\tCentre de contact IA\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\/lia-generative-dans-les-centres-de-contact-la-technologie-et-les-cas-dutilisation-a-lorigine-dune-revolution-dans-le-service-a-la-clientele\/\" aria-label=\"L&rsquo;IA g\u00e9n\u00e9rative dans les centres de contact : La technologie et les cas d&rsquo;utilisation \u00e0 l&rsquo;origine d&rsquo;une r\u00e9volution dans le service \u00e0 la client\u00e8le\">\n\t\t\t\t\tL&rsquo;IA g\u00e9n\u00e9rative dans les centres de contact : La technologie et les cas d&rsquo;utilisation \u00e0 l&rsquo;origine d&rsquo;une r\u00e9volution dans le service \u00e0 la client\u00e8le\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. 1, 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\/lia-generative-dans-les-centres-de-contact-la-technologie-et-les-cas-dutilisation-a-lorigine-dune-revolution-dans-le-service-a-la-clientele\/\" 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 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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":35014,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-35088","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"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>Comment la transparence du lieu de travail et des performances favorise l&#039;engagement | Calabrio<\/title>\n<meta name=\"description\" content=\"Vous \u00eates confront\u00e9 \u00e0 un faible engagement de la part de vos agents ? 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