{"id":36004,"date":"2019-04-30T12:41:36","date_gmt":"2019-04-30T12:41:36","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/ameliorer-lengagement-des-employes-grace-a-la-gestion-du-personnel-wfm\/"},"modified":"2025-09-02T05:58:57","modified_gmt":"2025-09-02T05:58:57","slug":"ameliorer-lengagement-des-employes-grace-a-la-gestion-du-personnel-wfm","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/ameliorer-lengagement-des-employes-grace-a-la-gestion-du-personnel-wfm\/","title":{"rendered":"Am\u00e9liorer l&rsquo;engagement des employ\u00e9s gr\u00e2ce \u00e0 la gestion du personnel (WFM)"},"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_a57b8eec1c132006392e6d714de3343f\"\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\">Am\u00e9liorer l&rsquo;engagement des employ\u00e9s gr\u00e2ce \u00e0 la gestion du personnel (WFM)<\/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_a57b8eec1c132006392e6d714de3343f\"] {\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%2Fameliorer-lengagement-des-employes-grace-a-la-gestion-du-personnel-wfm%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%2Fameliorer-lengagement-des-employes-grace-a-la-gestion-du-personnel-wfm%2F&#038;text=Am\u00e9liorer l&rsquo;engagement des employ\u00e9s gr\u00e2ce \u00e0 la gestion du personnel (WFM)\"\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 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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<\/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\"><div class=\"wpb-content-wrapper\"><em>Par exp\u00e9rience, Calabrio estime que les entreprises prosp\u00e8res commencent par des personnes inspir\u00e9es. Olle D\u0171ring pr\u00e9sente ici 7 strat\u00e9gies gagnantes pour faire de votre organisation un lieu de travail agr\u00e9able.<\/em><\/p>\n<p>Chez Calabrio, nous sommes d&rsquo;accord avec le dicton \u00ab\u00a0<a href=\"https:\/\/conantleadership.com\/about\/doug-conant\/\" target=\"_blank\" rel=\"noopener noreferrer\">pour gagner sur le march\u00e9, il faut d&rsquo;abord gagner sur le lieu de travail<\/a> \u00ab\u00a0. C&rsquo;est d&rsquo;autant plus important que les employ\u00e9s passent souvent plus d&rsquo;heures \u00e9veill\u00e9es avec leurs coll\u00e8gues qu&rsquo;avec leur propre partenaire ou leur famille ; les garder heureux et engag\u00e9s doit donc \u00eatre une priorit\u00e9 absolue. Nous avons constat\u00e9 que pour y parvenir, les gens ont besoin de travailler dans un environnement positif o\u00f9 ils peuvent continuer \u00e0 se d\u00e9velopper, \u00e0 s&rsquo;engager et \u00e0 \u00eatre productifs. Cependant, la r\u00e9alit\u00e9 est que de nombreuses entreprises connaissent une crise de l&rsquo;<a href=\"https:\/\/www.teleopti.com\/why-teleopti\/employee-engagement\" target=\"_blank\" rel=\"noopener noreferrer\">engagement des employ\u00e9s<\/a> et n&rsquo;en sont tout simplement pas conscientes.<br \/>Il est temps d&rsquo;appliquer les principes de la gestion du personnel (WFM) et voici notre guide en 7 \u00e9tapes :<\/p>\n<h5>7 fa\u00e7ons de relever la barre de l&rsquo;engagement des salari\u00e9s<\/h5>\n<ol>\n<li><strong>Changer la culture de direction<\/strong> &#8211; les bons dirigeants savent instinctivement comment inspirer leur personnel et r\u00e9compenser leurs efforts. Elles disposent d&rsquo;un moyen syst\u00e9matique de mesurer les r\u00e9sultats de leurs actions et s&rsquo;engagent \u00e0 ce que l&rsquo;engagement ne soit pas simplement une chose que vous faites, mais une partie intrins\u00e8que de ce que signifie \u00eatre une entreprise prosp\u00e8re. Les grandes organisations pourraient m\u00eame chercher \u00e0 embaucher une personne d\u00e9di\u00e9e \u00e0 l&rsquo;engagement dans sa description de poste, une nouvelle forme de PDG ou de \u00ab\u00a0Chief Engagement Officer\u00a0\u00bb (responsable de l&rsquo;engagement).<\/li>\n<li><strong>Communiquer la valeur strat\u00e9gique de l&rsquo;individu<\/strong> &#8211; les personnes engag\u00e9es vont au-del\u00e0 de ce que l&rsquo;on attend d&rsquo;elles parce qu&rsquo;elles ont le sentiment de faire partie d&rsquo;un objectif plus grand qu&rsquo;elles. Par exemple, les services clients d&rsquo;aujourd&rsquo;hui ont un r\u00f4le important \u00e0 jouer en partageant les principes des meilleures pratiques avec le reste de l&rsquo;organisation. Communiquer les objectifs de l&rsquo;entreprise ou les changements commerciaux et d\u00e9montrer la valeur strat\u00e9gique que chaque individu peut apporter au succ\u00e8s global de l&rsquo;entreprise. Ensuite, utilisez la technologie WFM automatis\u00e9e pour accorder du temps calme aux membres de l&rsquo;\u00e9quipe afin d&rsquo;\u00e9changer des id\u00e9es et d&rsquo;explorer des m\u00e9thodes de travail innovantes dans un environnement d\u00e9tendu et collaboratif, loin de la pression du service \u00e0 la client\u00e8le.<\/li>\n<li><strong>R\u00e9examinez les avantages du travail flexible<\/strong> &#8211; le travail flexible a beaucoup \u00e9volu\u00e9 depuis les contrats traditionnels \u00e0 temps plein et \u00e0 temps partiel ou le partage d&#8217;emploi. Interruptions de carri\u00e8re, cong\u00e9s sabbatiques, r\u00e9gimes de r\u00e9mun\u00e9ration au fur et \u00e0 mesure sous la forme de contrats z\u00e9ro heure, d&rsquo;horaires de travail comprim\u00e9s et annualis\u00e9s, voire de <a href=\"https:\/\/www.teleopti.com\/blog\/flexible-working-a-3-point-plan-for-time-off-without-pay-zero-and-reduced-hours-in-contact-centers\/\" target=\"_blank\" rel=\"noopener noreferrer\">cong\u00e9s non r\u00e9mun\u00e9r\u00e9s (CNR)<\/a> &#8211; pourquoi ne pas tester tout ou partie de ces options ? Utilisez ensuite une technologie WFM avanc\u00e9e pour \u00e9quilibrer et planifier les diff\u00e9rents types de contrats et constatez la diff\u00e9rence qu&rsquo;apporte le travail flexible \u00e0 la satisfaction des employ\u00e9s.<\/li>\n<li><strong>Donnez aux employ\u00e9s les moyens d&rsquo;agir en libre-service<\/strong> &#8211; le fait de permettre aux employ\u00e9s de prendre le contr\u00f4le de l&rsquo;\u00e9quilibre entre leur vie professionnelle et leur vie priv\u00e9e stimule les niveaux d&rsquo;engagement en r\u00e9duisant le stress et les absences. Donnez aux employ\u00e9s un plus grand sentiment d&rsquo;ind\u00e9pendance, d&rsquo;implication et de satisfaction gr\u00e2ce \u00e0 des options en libre-service pour les horaires pr\u00e9f\u00e9r\u00e9s, les demandes de cong\u00e9s et les cong\u00e9s pour les rendez-vous m\u00e9dicaux.<\/li>\n<li>Pensez <strong>\u00e0 infuser l&rsquo;IA dans l&rsquo;exp\u00e9rience des employ\u00e9s<\/strong> &#8211; envisagez de d\u00e9ployer des m\u00e9thodes d&rsquo;intelligence artificielle telles que les Chatbots pour am\u00e9liorer la communication interne et le moral des employ\u00e9s. R\u00e9duisez la surveillance du personnel, qui prend beaucoup de temps, et utilisez plut\u00f4t des robots qui apprennent \u00e0 partir des donn\u00e9es existantes pour aider les gens \u00e0 g\u00e9rer leur \u00e9quilibre entre vie professionnelle et vie priv\u00e9e. Ces bots peuvent tenir des conversations pour informer rapidement le personnel des cong\u00e9s ou des heures suppl\u00e9mentaires possibles et cr\u00e9er un \u00e9quilibre facile entre l&rsquo;optimisation des op\u00e9rations de service \u00e0 la client\u00e8le et une plus grande libert\u00e9 pour les employ\u00e9s.<\/li>\n<li><strong>Introduire l&rsquo;\u00e9quit\u00e9 et la transparence<\/strong> &#8211; l&rsquo;automatisation favorise la coh\u00e9rence et une meilleure visibilit\u00e9 de tous les processus WFM. Un degr\u00e9 \u00e9lev\u00e9 de transparence et d&rsquo;ouverture cr\u00e9e un sentiment d&rsquo;\u00e9quit\u00e9 qui s\u00e9duit le personnel tout en satisfaisant les organisations ayant une forte pr\u00e9sence syndicale ou de comit\u00e9 d&rsquo;entreprise. Les responsables disposent des informations n\u00e9cessaires pour s&rsquo;assurer que tous les employ\u00e9s effectuent \u00e0 tour de r\u00f4le les t\u00e2ches les plus impopulaires et planifient les cong\u00e9s de mani\u00e8re \u00e9quitable, tandis que les employ\u00e9s ont une visibilit\u00e9 totale des horaires et des cong\u00e9s de chacun gr\u00e2ce au libre-service.<\/li>\n<li><strong>Gestion efficace du changement<\/strong> &#8211; les changements organisationnels peuvent \u00eatre traumatisants pour les employ\u00e9s, mais r\u00e9cemment, les clients de Calabrio, comme le <a href=\"https:\/\/www.teleopti.com\/successstory\/65548\/otto\" target=\"_blank\" rel=\"noopener noreferrer\">plus grand d\u00e9taillant en ligne d&rsquo;Allemagne, OTTO<\/a>, ont cit\u00e9 l&rsquo;impact strat\u00e9gique de la technologie WFM sur l&rsquo;avancement actif des programmes de gestion du changement de l&rsquo;entreprise. La flexibilit\u00e9, la transparence et la nature collaborative de la technologie WFM ont aid\u00e9 OTTO \u00e0 trouver un bon \u00e9quilibre entre l&rsquo;atteinte de niveaux de productivit\u00e9 \u00e9lev\u00e9s (1 600 agents travaillant 2 millions de quarts et 4 500 rotations de quarts &#8211; traitant plus de 24 millions de demandes par an) et le transfert des valeurs fondamentales du programme d&rsquo;autonomisation et d&rsquo;\u00e9quit\u00e9 dans 15 centres de contact virtuels.<\/li>\n<\/ol>\n<\/div>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":105,"featured_media":5196,"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-36004","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 v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Am\u00e9liorer l&#039;engagement des employ\u00e9s gr\u00e2ce \u00e0 la gestion du personnel (WFM) | Calabrio<\/title>\n<meta name=\"description\" content=\"Garder vos employ\u00e9s heureux et engag\u00e9s devrait \u00eatre une priorit\u00e9 absolue. 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