{"id":36008,"date":"2019-07-15T13:42:12","date_gmt":"2019-07-15T13:42:12","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/7-etapes-vers-le-bonheur-rse\/"},"modified":"2025-11-11T10:35:00","modified_gmt":"2025-11-11T10:35:00","slug":"7-etapes-vers-le-bonheur-rse","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/7-etapes-vers-le-bonheur-rse\/","title":{"rendered":"7 \u00e9tapes vers le bonheur RSE"},"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_bec77283964955b0ea03f9a699bc3e75\"\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\">7 \u00e9tapes vers le bonheur RSE<\/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_bec77283964955b0ea03f9a699bc3e75\"] {\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\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%2F7-etapes-vers-le-bonheur-rse%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%2F7-etapes-vers-le-bonheur-rse%2F&#038;text=7 \u00e9tapes vers le bonheur RSE\"\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%2F7-etapes-vers-le-bonheur-rse%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<\/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\">\n<p><em>L&rsquo;attrition du personnel peut contribuer \u00e0 l&rsquo;augmentation des co\u00fbts d&rsquo;exploitation. D\u00e9couvrez pourquoi il est payant de se concentrer sur le bien-\u00eatre des repr\u00e9sentants du service \u00e0 la client\u00e8le en utilisant la gestion automatis\u00e9e des effectifs pour inspirer et motiver le personnel.<\/em><\/p>\n<p>Un bon service \u00e0 la client\u00e8le d\u00e9pend d&#8217;employ\u00e9s exp\u00e9riment\u00e9s et comp\u00e9tents, mais l&rsquo;incapacit\u00e9 \u00e0 retenir ces employ\u00e9s talentueux peut avoir des r\u00e9percussions importantes. Une \u00e9tude r\u00e9cente men\u00e9e par le cabinet de conseil en gestion McKinsey refl\u00e8te ce que Calabrio soup\u00e7onne depuis longtemps, \u00e0 savoir que l&rsquo;attrition du personnel peut nuire \u00e0 la satisfaction des clients tout en augmentant les co\u00fbts d&rsquo;exploitation. On estime que chaque embauche d&rsquo;un nouveau repr\u00e9sentant du service client\u00e8le co\u00fbte au centre de contact entre 10 000 et 20 000 dollars en formation, en co\u00fbts directs de recrutement et en perte de productivit\u00e9 pendant la phase de mise en route <a href=\"https:\/\/www.mckinsey.com\/business-functions\/operations\/our-insights\/boosting-contact-center-performance-through-employee-engagement?reload\">.<\/a><\/p>\n<h2>WFM : 7 \u00e9tapes pour le bonheur des employ\u00e9s de la RSE<\/h2>\n<p>L&rsquo;objectif devrait \u00eatre de cr\u00e9er un programme de bien-\u00eatre connect\u00e9 incluant les <a href=\"https:\/\/www.calabrio.com\/wfo\/workforce-management\/\">solutions modernes de gestion du personnel (WFM)<\/a> d&rsquo;aujourd&rsquo;hui.<\/p>\n<p>Voici 7 fa\u00e7ons d&rsquo;augmenter le bonheur des RSE dans votre centre de contact :<\/p>\n<h3>1. Introduire une culture qui se nourrit de l&rsquo;automatisation<\/h3>\n<p>Accentuez l&rsquo;impact direct et positif de l&rsquo;automatisation sur les employ\u00e9s, comme la transparence des processus et la visibilit\u00e9 permanente des horaires. Mettez l&rsquo;accent sur la fa\u00e7on dont le WFM am\u00e9liore l&rsquo;\u00e9quilibre entre vie professionnelle et vie priv\u00e9e gr\u00e2ce \u00e0 des horaires qui tiennent compte des comp\u00e9tences et des pr\u00e9f\u00e9rences personnelles des agents et qui sont bien communiqu\u00e9s \u00e0 l&rsquo;avance. Pensez \u00e0 impliquer les employ\u00e9s dans le choix d&rsquo;une nouvelle technologie WFM. Recherchez une solution qui soit facile \u00e0 apprendre et \u00e0 utiliser et qui tienne compte des besoins culturels et personnels dans ses algorithmes.<\/p>\n<h3>2. Votre ami flexible<\/h3>\n<p><a href=\"https:\/\/www.personneltoday.com\/hr\/new-polls-confirm-desire-for-flexible-working-as-9-to-5-declines\/\">Les derni\u00e8res statistiques de YouGov au Royaume-Uni<\/a> indiquent que 70 % des personnes interrog\u00e9es ont exprim\u00e9 le souhait de travailler de mani\u00e8re plus flexible, et 65 % ont ajout\u00e9 que cela am\u00e9liorerait leur bien-\u00eatre et leur satisfaction au travail. La flexibilit\u00e9 comprend le moment, le lieu et la mani\u00e8re dont les employ\u00e9s travaillent, ainsi que diff\u00e9rents contrats de travail et des programmes novateurs \u00ab\u00a0Bring Your Own Device\u00a0\u00bb (BYOD).<\/p>\n<p>Appuyez-vous sur une technologie WFM avanc\u00e9e pour \u00e9quilibrer, planifier et r\u00e9unir une \u00e9quipe d&#8217;employ\u00e9s \u00e0 temps plein, \u00e0 temps partiel, contractuels et virtuels dans le cadre d&rsquo;une vari\u00e9t\u00e9 de postes fixes, fractionn\u00e9s et de micropostes, tout en informant les travailleurs flexibles des besoins imm\u00e9diats et des possibilit\u00e9s de temps suppl\u00e9mentaire au fur et \u00e0 mesure qu&rsquo;ils se pr\u00e9sentent.<\/p>\n<h3>3. Lutter contre le surmenage et le stress<\/h3>\n<p>Tirez parti des derni\u00e8res technologies de pr\u00e9vision pour adapter votre centre de contact \u00e0 l&rsquo;avenir. L&rsquo;ex\u00e9cution d&rsquo;une s\u00e9rie de sc\u00e9narios de simulation permet de pr\u00e9voir les besoins en personnel pour les fluctuations saisonni\u00e8res r\u00e9guli\u00e8res telles que les jours f\u00e9ri\u00e9s, les nouvelles campagnes de marketing \u00e0 venir et m\u00eame le plan d&rsquo;entreprise \u00e0 long terme de votre organisation. Ne laissez plus vos collaborateurs s&rsquo;inqui\u00e9ter de leur travail si eux-m\u00eames ou leurs coll\u00e8gues tombent soudainement malades ou sont appel\u00e9s pour une urgence familiale en ajoutant des planificateurs intrajournaliers \u00e0 votre syst\u00e8me. Les absences de derni\u00e8re minute des agents ne posent aucun probl\u00e8me, car les pauses, les d\u00e9jeuners et m\u00eame le d\u00e9ploiement de personnes entre diff\u00e9rents groupes de comp\u00e9tences peuvent \u00eatre pris en compte en quelques minutes.<\/p>\n<h3>4. Apporter le calme au chaos<\/h3>\n<p>Utilisez le WFM pour programmer des r\u00e9unions hebdomadaires, des d\u00e9jeuners en groupe et des formations pendant les p\u00e9riodes calmes, afin que les agents puissent retrouver leurs coll\u00e8gues et renforcer leur d\u00e9veloppement personnel dans un environnement d\u00e9tendu, loin de la pression du travail en premi\u00e8re ligne. N&rsquo;oubliez pas d&rsquo;inclure le temps de trajet dans les horaires afin d&rsquo;\u00e9viter aux employ\u00e9s de devoir courir d&rsquo;un point \u00e0 l&rsquo;autre. 5 minutes suppl\u00e9mentaires suffisent souvent \u00e0 faire passer les employ\u00e9s de l&rsquo;\u00e9tat d&rsquo;\u00e9nervement \u00e0 l&rsquo;\u00e9tat d&rsquo;exaltation !<\/p>\n<h3>5. Donner du pouvoir \u00e0 l&#8217;employ\u00e9<\/h3>\n<p>Donnez aux agents un plus grand sentiment d&rsquo;ind\u00e9pendance, d&rsquo;implication et de satisfaction gr\u00e2ce \u00e0 des options en libre-service pour les \u00e9quipes pr\u00e9f\u00e9r\u00e9es, les demandes de cong\u00e9s et les cong\u00e9s pour les rendez-vous m\u00e9dicaux. Veillez simplement \u00e0 r\u00e9pondre en temps utile \u00e0 leurs demandes &#8211; la mise en place d&rsquo;approbations automatiques permet au personnel de ne pas avoir \u00e0 attendre le lendemain pour obtenir une r\u00e9ponse si vous n&rsquo;\u00eates pas au bureau ou si vous \u00eates vous-m\u00eame en vacances.<\/p>\n<h3>6. Pensez \u00e0 int\u00e9grer l&rsquo;IA dans l&rsquo;exp\u00e9rience des employ\u00e9s<\/h3>\n<p>Utilisez des chatbots 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 afin d&rsquo;informer rapidement le personnel de la possibilit\u00e9 de prendre des cong\u00e9s ou d&rsquo;effectuer des heures suppl\u00e9mentaires et de cr\u00e9er un \u00e9quilibre facile entre la libert\u00e9 de l&rsquo;agent et sa productivit\u00e9.<\/p>\n<h3>7. Promouvoir une concurrence saine et rendre l&rsquo;apprentissage amusant<\/h3>\n<p>Tirez le meilleur parti des rapports et des tableaux de bord WFM avanc\u00e9s pour fournir un aper\u00e7u en temps r\u00e9el des performances des agents et des \u00e9quipes par rapport \u00e0 des KPI sp\u00e9cifiques du centre de contact ou \u00e0 des accords de niveau de service avec les clients, de mani\u00e8re \u00e9quitable et transparente. Ensuite, introduisez les derni\u00e8res fonctionnalit\u00e9s de gamification pour motiver les agents, fournir un forum pour partager les meilleurs conseils, encourager une comp\u00e9tition saine et r\u00e9compenser les performances individuelles et d&rsquo;\u00e9quipe dans un environnement ludique.<\/p>\n<h2>\u00c0 emporter<\/h2>\n<p><!-- \/wp:button --><\/p>\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":249,"featured_media":5156,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-36008","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>7 \u00e9tapes vers le bonheur RSE | Calabrio<\/title>\n<meta name=\"description\" content=\"Un bon service \u00e0 la client\u00e8le d\u00e9pend du maintien d&#039;employ\u00e9s exp\u00e9riment\u00e9s et comp\u00e9tents. 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