{"id":35688,"date":"2025-08-26T17:07:08","date_gmt":"2025-08-26T17:07:08","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/votre-strategie-dinvestissement-dans-les-centres-de-contact-en-2026\/"},"modified":"2026-03-31T09:07:27","modified_gmt":"2026-03-31T09:07:27","slug":"votre-strategie-dinvestissement-dans-les-centres-de-contact-en-2026","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/votre-strategie-dinvestissement-dans-les-centres-de-contact-en-2026\/","title":{"rendered":"Votre strat\u00e9gie d&rsquo;investissement dans les centres de contact en 2026"},"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_b85d1ccf4473d7f66c2b184f87a4531c\"\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<\/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\">Votre strat\u00e9gie d&rsquo;investissement dans les centres de contact en 2026<\/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>Une \u00e9tude r\u00e9cente dresse un tableau clair des investissements que les centres de contact devraient privil\u00e9gier pour impliquer les agents, am\u00e9liorer le CX et maximiser le retour sur investissement en 2026.<\/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_b85d1ccf4473d7f66c2b184f87a4531c\"] {\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%2Fvotre-strategie-dinvestissement-dans-les-centres-de-contact-en-2026%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%2Fvotre-strategie-dinvestissement-dans-les-centres-de-contact-en-2026%2F&#038;text=Votre strat\u00e9gie d&rsquo;investissement dans les centres de contact en 2026\"\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%2Fvotre-strategie-dinvestissement-dans-les-centres-de-contact-en-2026%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\">\u00c0 l&rsquo;approche de la saison budg\u00e9taire 2026, les responsables des centres de contact sont confront\u00e9s \u00e0 un d\u00e9fi familier : comment investir judicieusement dans des outils et des strat\u00e9gies qui concilient la rentabilit\u00e9, le bien-\u00eatre des agents et les attentes des clients. Mais cette ann\u00e9e est diff\u00e9rente.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"none\">La pression ne se limite pas \u00e0 la gestion d&rsquo;un plus grand nombre d&rsquo;appels ou \u00e0 la ma\u00eetrise des co\u00fbts. Il s&rsquo;agit de naviguer dans un paysage CX en pleine mutation. Les attentes augmentent, l&rsquo;IA bouleverse les anciens mod\u00e8les et le centre de contact est examin\u00e9 de pr\u00e8s en tant que premi\u00e8re ligne de l&rsquo;exp\u00e9rience de la marque.  <\/span><span data-contrast=\"auto\">Dans le pass\u00e9, vous avez peut-\u00eatre \u00e9t\u00e9 en mesure de relever les d\u00e9fis suivants <\/span><span data-contrast=\"auto\">des d\u00e9fis majeurs <\/span> <span data-contrast=\"auto\">un par un. Mais en 2026, il n&rsquo;y aura plus de s\u00e9paration entre ces deux \u00e9l\u00e9ments  <\/span><span data-contrast=\"auto\">Ils font chacun partie d&rsquo;un puzzle unique et interconnect\u00e9.  <\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><i><span data-contrast=\"auto\">Comment les <\/span><\/i><i><span data-contrast=\"auto\">comment <\/span><\/i> <i><span data-contrast=\"auto\">vous investissez dans l&rsquo;efficacit\u00e9 pilot\u00e9e par l&rsquo;IA sans perdre la touche humaine ? Comment  <\/span><\/i><i><span data-contrast=\"auto\">vous <\/span><\/i><i><span data-contrast=\"auto\">vous permettrez aux agents de <\/span><\/i><i><span data-contrast=\"auto\">d&rsquo;\u00e9lever<\/span><\/i><i><span data-contrast=\"auto\"> CX tout en maintenant votre <\/span><\/i><i><span data-contrast=\"auto\">budget ? <\/span><\/i> <span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Cette ann\u00e9e, la bonne approche n&rsquo;est pas d&rsquo;\u00e9quilibrer ces priorit\u00e9s. Comme le montre clairement une \u00e9tude r\u00e9cente, les strat\u00e9gies d&rsquo;investissement gagnantes dans les centres de contact se concentreront sur la recherche d&rsquo;outils permettant de r\u00e9soudre tous ces probl\u00e8mes \u00e0 la fois.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row\"\n\tdata-theme-block-id=\"block_6c9a25f3165bae07a00113100b2c36ad\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div style=\"background-color: #080F21\" class=\"flex lg:hidden justify-center items-center w-full\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full aspect-[131\/119] md:aspect-[744\/403] 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\t<\/div>\n\n\t<div style=\"background-color: #080F21\" class=\"hidden lg:flex justify-center items-center w-1\/2\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full h-full lg:aspect-[360\/211] xxl:ml-[60px] xxl:mr-[59px] xxl:aspect-[841\/422] 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\/08\/Front-cover-TEI-1-1-scaled.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-scaled.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-scaled.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-300x225.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-1024x768.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-768x576.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-1536x1152.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-2048x1536.webp 2048w\" alt=\"\" ><\/div>\n\t<\/div>\n\t\n\t\n\t\t\t<div style=\"background-color: #080F21\" class=\"flex flex-col w-full lg:w-1\/2 justify-center gap-c\/m p-l\/xl lg:p-l\/xxl\">\n\t\t\t\t\t\t\t<div class=\"flex flex-col gap-c\/m pb-c\/m\">\n\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"eyebrow flex py-c\/s gap-c\/s\">\n\t\t\t\t\t\t\t<span class=\"eyebrow__icon icon text-background-secondary flex items-center rounded-full bg-stroke-primary\"\n\t\t\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<span class=\"eyebrow__content subhead-small text-background-highlight\">Obtenir le rapport<\/span>\n\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<h3 style=\"color: #FFFFFF\" class=\"heading-xs break-words overflow-ellipsis line-clamp-3\">\n\t\t\t\t\t\t\tAppuyez votre strat\u00e9gie sur les donn\u00e9es les plus r\u00e9centes\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<span style=\"color: #C4CDE3\" class=\"wysiwyg\"><p>En 2026, les performances de votre centre de contact atteindront de nouveaux sommets gr\u00e2ce aux informations actualis\u00e9es fournies par les leaders mondiaux du CX.<\/p>\n<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"flex flex-col py-c\/s items-start\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-tertiary btn-tertiary--left-align text-background-primary\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/le-rapport-sur-limpact-economique-total\/#GetTheReport\" title=\"T\u00e9l\u00e9charger le rapport\" aria-label=\"T\u00e9l\u00e9charger le rapport\" 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\">T\u00e9l\u00e9charger le rapport<\/span>\n\t<\/a>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_6c9a25f3165bae07a00113100b2c36ad\"] {\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<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\"><h2>Pourquoi les solutions d&rsquo;intelligence du travail et des conversations ont-elles leur place dans l&rsquo;agenda 2026 ?<\/h2>\n<p><span data-contrast=\"none\">Selon la <a href=\"https:\/\/www.calabrio.com\/fr\/le-rapport-sur-limpact-economique-total\/\">derni\u00e8re \u00e9tude mondiale de Metrigy<\/a>, les entreprises qui utilisent des outils de Workforce et de Conversation Intelligence ont syst\u00e9matiquement fait \u00e9tat de meilleurs r\u00e9sultats en mati\u00e8re d&rsquo;exp\u00e9rience client, de croissance du chiffre d&rsquo;affaires et d&rsquo;engagement des agents. En fait, ceux qui ont obtenu les meilleurs r\u00e9sultats, ce que l&rsquo;\u00e9tude appelle le \u00ab\u00a0groupe de r\u00e9ussite\u00a0\u00bb, ont vu leur situation s&rsquo;am\u00e9liorer :<\/span><\/p>\n<ul>\n<li><span data-contrast=\"none\">\ud83d\udcc8 <\/span><b><span data-contrast=\"none\">10.8%+<\/span><\/b><span data-contrast=\"none\"> Augmentation des recettes<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">\ud83d\ude0a <\/span><b><span data-contrast=\"auto\">17.1%+<\/span><\/b><span data-contrast=\"auto\"> Augmentation de la satisfaction des clients (CSAT)<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">\ud83d\udcb0 <\/span><b><span data-contrast=\"auto\">0.5%+ <\/span><\/b><span data-contrast=\"auto\">R\u00e9duction des co\u00fbts d&rsquo;exploitation<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Et voici ce qui est r\u00e9v\u00e9lateur : <\/span><b><span data-contrast=\"none\">aucune de ces organisations tr\u00e8s performantes ne r\u00e9duit<\/span><\/b> <b><span data-contrast=\"none\">l&rsquo;investissement dans<\/span><\/b><b><span data-contrast=\"none\"> outils d&rsquo;intelligence de la main-d&rsquo;\u0153uvre et des conversations <\/span><\/b><b><span data-contrast=\"none\">de la main-d&rsquo;\u0153uvre et des conversations<\/span><\/b><b><span data-contrast=\"none\">. Au lieu de cela,  <\/span><\/b><b><span data-contrast=\"none\">ils<\/span><\/b><b><span data-contrast=\"none\"> se penchent<\/span><\/b><b><span data-contrast=\"none\">.<\/span><\/b><span data-contrast=\"none\"> Parce que l&rsquo;intelligence de la main-d&rsquo;\u0153uvre et des conversations n&rsquo;est plus un \u00a0\u00bb avantage \u00ab\u00a0, c&rsquo;est le moteur qui permet d&rsquo;am\u00e9liorer les pr\u00e9visions, la qualit\u00e9, les performances et, en fin de compte, la confiance dans la marque.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">3 Priorit\u00e9s d&rsquo;investissement strat\u00e9gique pour les centres de contact en 2026<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">Sur la base des recherches et des changements que nous observons dans l&rsquo;ensemble du secteur, voici les domaines dans lesquels les dirigeants devraient concentrer leurs investissements technologiques dans les centres de contact au cours de l&rsquo;ann\u00e9e \u00e0 venir :<\/span><\/p>\n<h3>1. R\u00e9imaginer la gestion du personnel pour plus de flexibilit\u00e9 et d&rsquo;autonomie<\/h3>\n<p><span data-contrast=\"none\">Les agents exigent de plus en plus de flexibilit\u00e9 dans les horaires et d&rsquo;\u00e9quilibre entre vie professionnelle et vie priv\u00e9e. Pr\u00e8s de trois quarts des entreprises l&rsquo;autorisent d\u00e9j\u00e0, souvent par le biais de  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/actualisation-de-lauto-programmation\/\"><span data-contrast=\"none\">portails en libre-service<\/span><\/a><span data-contrast=\"none\">. Les syst\u00e8mes de gestion des ressources de l&rsquo;entreprise qui soutiennent cette d\u00e9marche ne se contentent pas de r\u00e9duire l&rsquo;attrition, ils permettent \u00e9galement d&rsquo;atteindre de nouveaux niveaux de <a href=\"https:\/\/www.calabrio.com\/fr\/solutions\/solutions-et-outils-pour-accroitre-la-productivite-des-centres-de-contact\/\">productivit\u00e9<\/a> et d&rsquo;engagement.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span>2. <\/span>Rendre la gestion de la qualit\u00e9 plus intelligente, et non plus difficile<\/h3>\n<p><span data-contrast=\"none\">Les superviseurs sont noy\u00e9s sous les donn\u00e9es.  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/comment-la-gestion-automatisee-de-la-qualite-revolutionne-lexperience-des-agents-et-des-clients\/\"><span data-contrast=\"none\">Gestion automatis\u00e9e de la qualit\u00e9<\/span><\/a><span data-contrast=\"none\">Gr\u00e2ce \u00e0 l&rsquo;analyse des interactions \u00e0 grande \u00e9chelle et \u00e0 l&rsquo;obtention d&rsquo;informations exploitables, l&rsquo;IA leur redonne du temps. Les organisations qui r\u00e9ussiront en 2026 seront celles qui utiliseront la gestion de la qualit\u00e9 non pas comme une case \u00e0 cocher de conformit\u00e9, mais comme un moteur d&rsquo;am\u00e9lioration continue.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span>3. <\/span>Donner la priorit\u00e9 \u00e0 l&rsquo;exp\u00e9rience de l&rsquo;agent en m\u00eame temps qu&rsquo;\u00e0 l&rsquo;exp\u00e9rience du client<\/h3>\n<p><span data-contrast=\"none\">Les meilleures exp\u00e9riences clients sont le fait d&rsquo;agents engag\u00e9s et responsabilis\u00e9s<\/span><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\"> Les outils de Workforce and Conversation Intelligence qui combinent l&rsquo;analyse des performances, le coaching cibl\u00e9 et les boucles de retour d&rsquo;information des employ\u00e9s comblent le foss\u00e9 entre la fa\u00e7on dont les entreprises pensent \u00eatre performantes et ce que ressentent r\u00e9ellement les clients.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Le r\u00f4le de l&rsquo;IA : \u00e9volution et non remplacement<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">L&rsquo;IA est omnipr\u00e9sente dans les conversations sur les centres de contact, mais les dirigeants doivent l&rsquo;aborder comme un outil et non comme une solution miracle. Selon Metrigy, plus de 60 % des entreprises utilisent d\u00e9j\u00e0 l&rsquo;IA dans les domaines de la main-d&rsquo;\u0153uvre et de l&rsquo;intelligence conversationnelle, les plus performantes l&rsquo;utilisant pour :<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"none\">Automatiser les t\u00e2ches de routine telles que l&rsquo;\u00e9valuation de la qualit\u00e9<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"none\">Identifier les tendances de performance en temps r\u00e9el<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"none\">Soutenir le coaching personnalis\u00e9 \u00e0 grande \u00e9chelle<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span> <\/span><span data-contrast=\"none\">La le\u00e7on \u00e0 en tirer ? L&rsquo;IA fonctionne mieux lorsqu&rsquo;elle compl\u00e8te l&rsquo;expertise humaine, lib\u00e9rant les superviseurs et les agents pour qu&rsquo;ils fassent ce que les gens font le mieux : l&#8217;empathie, la r\u00e9solution de probl\u00e8mes et l&rsquo;\u00e9tablissement de relations.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Investir l\u00e0 o\u00f9 c&rsquo;est le plus important<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">2026 sera l&rsquo;ann\u00e9e o\u00f9 les solutions de Workforce et de Conversation Intelligence feront la diff\u00e9rence entre les retardataires et les leaders. Les organisations qui continuent \u00e0 traiter le centre de contact comme un centre de co\u00fbts risquent de creuser l&rsquo;\u00e9cart entre les attentes des clients et la r\u00e9alit\u00e9. Ceux qui investissent dans la Workforce and Conversation Intelligence en tant que moteur de la fid\u00e9lisation des clients, du bien-\u00eatre des agents et de la croissance de l&rsquo;entreprise ouvriront la voie.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">La strat\u00e9gie d&rsquo;investissement de votre centre de contact ne doit pas consister \u00e0 acheter le dernier outil brillant. Il devrait s&rsquo;agir de construire un mod\u00e8le d&rsquo;engagement de la main-d&rsquo;\u0153uvre r\u00e9silient, flexible et bas\u00e9 sur l&rsquo;IA, un mod\u00e8le qui responsabilise votre personnel, ravit vos clients et offre des rendements mesurables.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">Pourquoi le choix d&rsquo;un sp\u00e9cialiste est-il important ?<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">Au fur et \u00e0 mesure que la technologie progresse, la diff\u00e9rence entre le fait de s&rsquo;essayer \u00e0 l&rsquo;intelligence du travail et des conversations et le fait de l&rsquo;exploiter pleinement d\u00e9pendra du fournisseur que vous choisirez.  <\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">De nombreux fournisseurs consid\u00e8rent les solutions d&rsquo;intelligence du personnel et des conversations comme un compl\u00e9ment, une fonction \u00ab\u00a0agr\u00e9able \u00e0 avoir\u00a0\u00bb int\u00e9gr\u00e9e \u00e0 des solutions plus larges de centres de contact. Cependant, pour v\u00e9ritablement profiter des avantages mis en \u00e9vidence par l&rsquo;\u00e9tude de Metrigy, les entreprises ont besoin d&rsquo;un fournisseur sp\u00e9cialis\u00e9 dans l&rsquo;engagement de la main-d&rsquo;\u0153uvre.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"none\">C&rsquo;est pourquoi Calabrio a continu\u00e9 \u00e0 investir massivement dans l&rsquo;innovation en lan\u00e7ant plus de 70 nouvelles fonctionnalit\u00e9s rien que cette ann\u00e9e. De l&rsquo;avanc\u00e9  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/previsions-et-ordonnancement\/\"><span data-contrast=\"none\">Pr\u00e9visions bas\u00e9es sur l&rsquo;IA<\/span><\/a><span data-contrast=\"none\"> \u00e0 <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/page-de-caracteristiques-de-lauto-qm\/\"><span data-contrast=\"none\">Auto QM<\/span><\/a><span data-contrast=\"none\"> et d&rsquo;un assistant <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/presentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact\/\"><span data-contrast=\"none\">Agentic, un assistant pour le personnel aliment\u00e9 par l&rsquo;IA<\/span><\/a><span data-contrast=\"none\">Chaque am\u00e9lioration est con\u00e7ue pour aider nos clients \u00e0 maximiser la valeur de leurs investissements en mati\u00e8re de main-d&rsquo;\u0153uvre et d&rsquo;intelligence conversationnelle.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"none\">Avec Calabrio, vous pouvez \u00eatre s\u00fbr que votre strat\u00e9gie de centre de contact 2026 n&rsquo;est pas seulement une ligne dans le budget, c&rsquo;est le bon investissement dans votre personnel, vos clients et votre croissance \u00e0 long terme.<\/span><span data-ccp-props=\"{}\"> <\/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_6b1cb59f65e1f67166702fb9a561a4d4\"] {\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_6b1cb59f65e1f67166702fb9a561a4d4\"\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\" 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\" 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\/hype-cycle-pour-les-technologies-de-service-et-dassistance-a-la-clientele-2025\/\" aria-label=\"Hype Cycle pour les technologies de service et d&rsquo;assistance \u00e0 la client\u00e8le, 2025\">\n\t\t\t\t\tHype Cycle pour les technologies de service et d&rsquo;assistance \u00e0 la client\u00e8le, 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\">Juil. 30, 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\/hype-cycle-pour-les-technologies-de-service-et-dassistance-a-la-clientele-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\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 pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_6b1cb59f65e1f67166702fb9a561a4d4\"] {\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","protected":false},"excerpt":{"rendered":"","protected":false},"author":245,"featured_media":43283,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[210],"tags":[],"blog-languages":[],"class_list":["post-35688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-engagement-des-travailleurs"],"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>Strat\u00e9gie d&#039;investissement dans les centres de contact 2026 : Priorit\u00e9s pour le retour sur investissement<\/title>\n<meta name=\"description\" content=\"Vous \u00e9tablissez votre budget pour 2026 ? 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