{"id":37086,"date":"2025-09-15T13:54:33","date_gmt":"2025-09-15T13:54:33","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/presentation-de-calabrio-workforce-intelligence-redefinir-la-gestion-des-effectifs-grace-a-lia\/"},"modified":"2025-09-15T13:55:18","modified_gmt":"2025-09-15T13:55:18","slug":"presentation-de-calabrio-workforce-intelligence-redefinir-la-gestion-des-effectifs-grace-a-lia","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/presentation-de-calabrio-workforce-intelligence-redefinir-la-gestion-des-effectifs-grace-a-lia\/","title":{"rendered":"Pr\u00e9sentation de Calabrio Workforce Intelligence : Red\u00e9finir la gestion des effectifs gr\u00e2ce \u00e0 l&rsquo;IA"},"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_42074ed3e16d58ee552093aeb6808a60\"\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\">Gestion du personnel <\/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\">Pr\u00e9sentation de Calabrio Workforce Intelligence : Red\u00e9finir la gestion des effectifs gr\u00e2ce \u00e0 l&rsquo;IA<\/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_42074ed3e16d58ee552093aeb6808a60\"] {\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%2Fpresentation-de-calabrio-workforce-intelligence-redefinir-la-gestion-des-effectifs-grace-a-lia%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%2Fpresentation-de-calabrio-workforce-intelligence-redefinir-la-gestion-des-effectifs-grace-a-lia%2F&#038;text=Pr\u00e9sentation de Calabrio Workforce Intelligence : Red\u00e9finir la gestion des effectifs gr\u00e2ce \u00e0 l&rsquo;IA\"\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%2Fpresentation-de-calabrio-workforce-intelligence-redefinir-la-gestion-des-effectifs-grace-a-lia%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\"><p><span data-contrast=\"auto\">Depuis des d\u00e9cennies, la gestion du personnel (WFM) est l&rsquo;\u00e9pine dorsale des centres de contact, aidant les dirigeants \u00e0 pr\u00e9voir la demande, \u00e0 planifier le personnel et \u00e0 contr\u00f4ler les performances. Pendant tout ce temps, Calabrio a \u00e9tabli la norme, en cr\u00e9ant de nouvelles capacit\u00e9s et en aidant les organisations \u00e0 rester en avance sur chaque changement du march\u00e9.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Aujourd&rsquo;hui, alors que le centre de contact devient le c\u0153ur battant de l&rsquo;exp\u00e9rience client, le secteur entre dans une nouvelle \u00e8re. L&rsquo;IA n&rsquo;est plus facultative, elle est essentielle. Aujourd&rsquo;hui,  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\"><span data-contrast=\"none\">98 % des centres de contact exploitent l&rsquo;IA<\/span><\/a><span data-contrast=\"auto\">et les dirigeants s&rsquo;accordent \u00e0 dire qu&rsquo;elle ne se contente pas d&rsquo;am\u00e9liorer la satisfaction, mais qu&rsquo;elle transforme les centres de contact en v\u00e9ritables vecteurs de valeur strat\u00e9gique.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Les am\u00e9liorations progressives ne suffisent plus. Ce qu&rsquo;il faut, c&rsquo;est une transformation du WFM, con\u00e7u pour l&rsquo;agilit\u00e9, l&rsquo;\u00e9chelle et l&rsquo;adaptabilit\u00e9 en temps r\u00e9el. C&rsquo;est pourquoi nous avons cr\u00e9\u00e9  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-workforce-intelligence-wfi-projet-de-page-datterrissage\/\"><span data-contrast=\"none\">Calabrio Workforce Intelligence (WFI)<\/span><\/a><span data-contrast=\"auto\">Calabrio Workforce Intelligence (WFI) : une solution unique en son genre, avec l&rsquo;IA au c\u0153ur, et non en couches superpos\u00e9es, con\u00e7ue pour que nos clients ne soient pas seulement pr\u00eats pour le changement, mais qu&rsquo;ils le devancent.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Il ne s&rsquo;agit pas d&rsquo;une mise \u00e0 niveau, mais d&rsquo;une transformation. Avec Calabrio Workforce Intelligence, les centres de contact peuvent anticiper les variations de la demande, adapter le personnel \u00e0 la vol\u00e9e et agir en toute confiance sur le moment. Contrairement aux syst\u00e8mes h\u00e9rit\u00e9s statiques et cloisonn\u00e9s, WFI est un syst\u00e8me \u00a0\u00bb cloud-native \u00ab\u00a0, en apprentissage permanent, con\u00e7u pour unifier les donn\u00e9es de l&rsquo;entreprise et appliquer l&rsquo;intelligence. Les superviseurs gardent le contr\u00f4le, examinent les informations, choisissent la meilleure option et approuvent l&rsquo;action suivante, tandis que l&rsquo;IA s&rsquo;occupe des t\u00e2ches les plus lourdes.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Qu&rsquo;est-ce qui diff\u00e9rencie Calabrio Workforce Intelligence ?<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">La gestion traditionnelle des ressources humaines permet d&rsquo;optimiser les horaires et de suivre les performances. Calabrio Workforce Intelligence va plus loin, en am\u00e9liorant chaque capacit\u00e9 gr\u00e2ce \u00e0 l&rsquo;IA. Calabrio Workforce Intelligence unifie les donn\u00e9es de l&rsquo;entreprise, applique une intelligence avanc\u00e9e et fournit des informations proactives qui transforment la gestion des effectifs en un v\u00e9ritable moteur d&rsquo;agilit\u00e9 et d&rsquo;avantage concurrentiel.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Il adapte en permanence les pr\u00e9visions pour en am\u00e9liorer la pr\u00e9cision, r\u00e9organise automatiquement les horaires pour \u00e9liminer les perturbations intrajournali\u00e8res et responsabilise les employ\u00e9s gr\u00e2ce \u00e0 une planification centr\u00e9e sur l&rsquo;agent. La prise de d\u00e9cision autonome acc\u00e9l\u00e8re la r\u00e9activit\u00e9 tout en permettant aux \u00e9quipes WFM de se concentrer sur la strat\u00e9gie. Gr\u00e2ce \u00e0 l&rsquo;intelligence contextuelle et aux conseils d&rsquo;experts int\u00e9gr\u00e9s, Calabrio Workforce Intelligence combine les donn\u00e9es de performance et de planification pour permettre une planification plus intelligente, centr\u00e9e sur les personnes.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Il ne s&rsquo;agit pas du WFM tel que le monde l&rsquo;a connu. Voici Calabrio Workforce Intelligence, le prochain pas en avant.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">L&rsquo;avantage de Calabrio Workforce Intelligence<\/span><\/h2>\n<p><span data-contrast=\"auto\">Calabrio Workforce Intelligence permet aux entreprises de garder une longueur d&rsquo;avance sur leurs clients et leurs concurrents en alignant pr\u00e9cis\u00e9ment les ressources sur la demande et en garantissant un service omnicanal transparent \u00e0 grande \u00e9chelle. Elle renforce \u00e9galement la r\u00e9silience face \u00e0 la volatilit\u00e9 de la main-d&rsquo;\u0153uvre, qu&rsquo;il s&rsquo;agisse du travail \u00e0 distance, des mod\u00e8les d&#8217;emploi \u00e0 temps partiel ou de l&rsquo;\u00e9volution des attentes des employ\u00e9s.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">En am\u00e9liorant la pr\u00e9cision des pr\u00e9visions, en \u00e9quilibrant les charges de travail et en donnant plus de contr\u00f4le aux agents, WFI r\u00e9duit le taux d&rsquo;attrition et stabilise la r\u00e9tention tout en r\u00e9duisant les co\u00fbts d&#8217;embauche et de formation. Et tandis que l&rsquo;automatisation s&rsquo;occupe des t\u00e2ches routini\u00e8res, WFI s&rsquo;assure que les conversations les plus complexes et les plus charg\u00e9es en \u00e9motions sont trait\u00e9es par des agents comp\u00e9tents et bien pr\u00e9par\u00e9s qui fournissent un service empathique et exceptionnel lorsque cela compte le plus.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">D\u00e9couvrez Calabrio Agent Assist : Votre copilote dot\u00e9 d&rsquo;une IA<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Le lancement de Calabrio Workforce Intelligence s&rsquo;accompagne de celui de <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-mises-a-jour-frequentes-pour-de-meilleurs-produits\/workforce-management-2\/\"><span data-contrast=\"none\">Calabrio Agent Assist<\/span><\/a><span data-contrast=\"auto\">votre copilote d&rsquo;agent dot\u00e9 d&rsquo;une IA, qui responsabilise les agents et fait gagner du temps aux managers. Conversationnelle, intelligente et ax\u00e9e sur les politiques, elle permet aux agents de g\u00e9rer des t\u00e2ches de planification telles que la v\u00e9rification des \u00e9quipes, la demande de cong\u00e9s ou le volontariat pour des heures suppl\u00e9mentaires, en temps r\u00e9el et dans plus de 50 langues.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Disponible dans l&rsquo;application mobile Calabrio et dans l&rsquo;application Calabrio WFM MyTime, Agent Assist utilise un langage naturel et humain pour r\u00e9pondre aux besoins des agents l\u00e0 o\u00f9 ils se trouvent. En \u00e9liminant les retards, les tickets et les conjectures, il apporte clart\u00e9 et contr\u00f4le aux employ\u00e9s tout en redonnant aux responsables un temps pr\u00e9cieux.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Bient\u00f4t disponible : Actions pr\u00e9dictives<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Predictive Actions est un assistant aliment\u00e9 par l&rsquo;IA pour les op\u00e9rations des centres de contact qui aide les responsables WFM et les analystes en temps r\u00e9el \u00e0 d\u00e9tecter les probl\u00e8mes en temps r\u00e9el, \u00e0 pr\u00e9dire leur impact et \u00e0 agir imm\u00e9diatement. Au lieu de suivre plusieurs tableaux de bord, ils re\u00e7oivent des alertes pr\u00e9coces sur les niveaux de service, l&rsquo;occupation, l&rsquo;adh\u00e9sion et l&rsquo;exactitude des pr\u00e9visions &#8211; avec des actions recommand\u00e9es comme la redistribution de la charge de travail, l&rsquo;ajustement des horaires ou des pauses, l&rsquo;offre d&rsquo;heures suppl\u00e9mentaires, la modification de la dotation en personnel, ou la refonte des pr\u00e9visions.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Bient\u00f4t disponible : Assistant du superviseur<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Apr\u00e8s avoir donn\u00e9 aux agents les moyens d&rsquo;agir avec Agent Assist, Calabrio s&rsquo;appr\u00eate \u00e0 \u00e9tendre l&rsquo;IA aux superviseurs avec Supervisor Assist. Au lieu de fouiller dans de multiples tableaux de bord, les superviseurs peuvent simplement poser des questions en langage clair et obtenir instantan\u00e9ment des r\u00e9ponses. Enti\u00e8rement int\u00e9gr\u00e9 \u00e0 WFI, Supervisor Assist consolide les demandes d&rsquo;absence et de planning, fournit des aper\u00e7us rapides des changements \u00e0 venir et d\u00e9tecte les anomalies de respect des horaires.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Gardez une longueur d&rsquo;avance avec Calabrio Workforce Intelligence<\/span><\/h2>\n<p><span data-contrast=\"auto\">Calabrio a toujours \u00e9t\u00e9 \u00e0 la pointe de l&rsquo;\u00e9volution du WFM. Avec Calabrio Workforce Intelligence, nous sommes \u00e0 nouveau \u00e0 l&rsquo;avant-garde. Aliment\u00e9 par l&rsquo;IA de nouvelle g\u00e9n\u00e9ration, WFI aide les entreprises \u00e0 d\u00e9passer les perturbations, \u00e0 stimuler l&rsquo;efficacit\u00e9 et \u00e0 \u00e9lever l&rsquo;exp\u00e9rience des clients et des employ\u00e9s.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Avec Calabrio, le centre de contact n&rsquo;est plus r\u00e9actif, il est agile, intelligent et con\u00e7u pour l&rsquo;avenir.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"><b><span data-contrast=\"none\">R\u00e9servez une d\u00e9monstration aujourd&rsquo;hui<\/span><\/b><\/a><b><span data-contrast=\"auto\">  et d\u00e9couvrez comment Calabrio Workforce Intelligence red\u00e9finit la gestion des effectifs. Gr\u00e2ce \u00e0 l&rsquo;IA, vous gagnerez en efficacit\u00e9 et devancerez le changement.<\/span><\/b><span data-ccp-props=\"{}\"> <\/span><\/p>\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":245,"featured_media":37084,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[211],"tags":[],"blog-languages":[],"class_list":["post-37086","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestion-du-personnel"],"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>Pr\u00e9sentation de Calabrio Workforce Intelligence : Red\u00e9finir le WFM avec Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez la prochaine \u00e9volution du centre de contact WFM. 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