{"id":7429,"date":"2013-08-23T19:05:03","date_gmt":"2013-08-23T19:05:03","guid":{"rendered":"https:\/\/www.calabrio.com\/comment-les-outils-danalyse-de-bureau-responsabilisent-les-agents\/"},"modified":"2026-03-25T08:13:06","modified_gmt":"2026-03-25T08:13:06","slug":"comment-les-outils-danalyse-de-bureau-responsabilisent-les-agents","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/comment-les-outils-danalyse-de-bureau-responsabilisent-les-agents\/","title":{"rendered":"Comment les outils d&rsquo;analyse de bureau responsabilisent les 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_3ad5df8cbda5cfbf2f25b397295384b9\"\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\">Meilleures pratiques <\/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\">Comment les outils d&rsquo;analyse de bureau responsabilisent les 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_3ad5df8cbda5cfbf2f25b397295384b9\"] {\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%2Fcomment-les-outils-danalyse-de-bureau-responsabilisent-les-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%2Fcomment-les-outils-danalyse-de-bureau-responsabilisent-les-agents%2F&#038;text=Comment les outils d&rsquo;analyse de bureau responsabilisent les 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%2Fcomment-les-outils-danalyse-de-bureau-responsabilisent-les-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=\"group-anchor-1\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>D\u00e9couvrez comment l&rsquo;analyse de bureau Calabrio peut responsabiliser votre personnel.<\/h2>\n<p>Les Big Data sont comme un puzzle : il y a beaucoup d&rsquo;informations int\u00e9ressantes, mais si vous n&rsquo;avez pas toutes les pi\u00e8ces dont vous avez besoin, vous ne pouvez pas compl\u00e9ter l&rsquo;image. Il est important d&rsquo;avoir une vue d&rsquo;ensemble lorsque vous vous appuyez sur les donn\u00e9es pour prendre des d\u00e9cisions commerciales \u00e9clair\u00e9es. Si vous n&rsquo;analysez que l&rsquo;interaction verbale entre un agent du centre d&rsquo;appels et un client, il se peut que vous manquiez d&rsquo;autres informations qui fournissent un contexte suppl\u00e9mentaire : que se passe-t-il sur l&rsquo;\u00e9cran de l&rsquo;agent pendant qu&rsquo;il interagit avec le client ? Le comportement \u00e0 l&rsquo;\u00e9cran est-il coh\u00e9rent avec ce qui est dit ?   <\/p>\n<p>Notre nouvelle solution Calabrio Desktop Analytics est le dernier ajout \u00e0 Calabrio Analytic Services, et permet aux entreprises de vraiment voir et comprendre l&rsquo;image compl\u00e8te de ce qui se passe avec toutes ces donn\u00e9es dans le centre de contact d&rsquo;une mani\u00e8re int\u00e9gr\u00e9e.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans sa version la plus simple, Calabrio Desktop Analytics permet aux superviseurs de capturer les frappes de touches et l&rsquo;activit\u00e9 de l&rsquo;\u00e9cran de chaque agent, ce qui leur permet de savoir exactement ce qui se passe sur le bureau des agents &#8211; ce que l&rsquo;agent voit, quelles fen\u00eatres sont ouvertes, ce qui est tap\u00e9, etc.<\/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_2f4168eb9c70fbda7ea6e2590167794b\"\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\/2013\/08\/Image-4-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1.webp 1596w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-300x197.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-1024x671.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-768x503.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-1536x1007.webp 1536w\" 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\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>400 responsables de centres de contact. 10 pays. 6 industries. De nombreux points de vue sont r\u00e9v\u00e9lateurs.<\/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\/?utm_source=calabrio_blog&#038;utm_medium=Display_Advertising&#038;utm_campaign=calabrio_sidebar\" 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_2f4168eb9c70fbda7ea6e2590167794b\"] {\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\"><p>Cependant, lorsqu&rsquo;ils sont associ\u00e9s au contexte des conversations verbales que ces agents ont avec les clients, ces deux flux de donn\u00e9es donnent aux entreprises une visibilit\u00e9 sans pr\u00e9c\u00e9dent sur ce qui se passe avec chaque agent, de sorte que les habitudes de travail fond\u00e9es sur les meilleures pratiques et l&rsquo;utilisation efficace des applications logicielles peuvent facilement \u00eatre renforc\u00e9es et reproduites dans le reste de l&rsquo;\u00e9quipe.<\/p>\n<p>&nbsp;<\/p>\n<p>Si vous imaginez une pyramide (voir ci-dessous), au sommet se trouvent des milliers d&rsquo;appels contenant des informations de base sur le client, telles que son nom, sa localisation, le num\u00e9ro de l&rsquo;appelant et le num\u00e9ro de l&rsquo;appel\u00e9. Au milieu, vous appliquez l&rsquo;analyse vocale \u00e0 ces appels afin de trouver des centaines de milliers de points de donn\u00e9es cach\u00e9s, susceptibles de vous int\u00e9resser. En bas, vous avez l&rsquo;analyse des postes de travail. Des millions d&rsquo;interactions au cours de la journ\u00e9e d&rsquo;un agent, depuis chaque frappe de touche et chaque application ouverte jusqu&rsquo;\u00e0 &#8211; et c&rsquo;est le plus important &#8211; la mani\u00e8re dont cette interaction s&rsquo;int\u00e8gre \u00e0 l&rsquo;analyse vocale et \u00e0 l&rsquo;appel lui-m\u00eame.   <\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/blog-placeholder.jpg\" alt=\"Desktop Analytics est un outil puissant pour renforcer ce qui se passe sur la ligne de front de votre centre de contact.\" width=\"600\" height=\"500\"><\/p>\n<p>&nbsp;<\/p>\n<p>Maintenant, retournez votre pyramide (voir ci-dessous). En vous concentrant sur l&rsquo;analyse des postes de travail, vous exploitez des millions de points d&rsquo;interaction avec les clients pour savoir ce que fait l&rsquo;agent et comment cela se r\u00e9sume \u00e0 chaque appel. Pour en savoir plus sur l&rsquo;analyse des interactions avec les clients, vous pouvez consulter notre <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/analyse-des-interactions-avec-les-clients-le-guide-definitif-pour-2025\/\">guide complet ici.<\/a> L&rsquo;analyse des postes de travail pose des questions de base : quelles sont les applications les plus utilis\u00e9es dans le centre de contact ? Quels sont les sites web les plus visit\u00e9s ? Les r\u00e9ponses \u00e0 ces questions sont faciles \u00e0 trouver car le logiciel regroupe logiquement ces informations en fonction de la hi\u00e9rarchie organisationnelle, de l&rsquo;\u00e9quipe et\/ou de l&rsquo;agent. Plus important encore, quels appels sont associ\u00e9s \u00e0 ces interactions.     <\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/blog-placeholder.jpg\" alt=\"Pyramide-03\" width=\"600\" height=\"500\"><\/p>\n<p>Par exemple, si vous souhaitez savoir quel site web est le plus fr\u00e9quemment consult\u00e9 par vos agents, vous devez cliquer sur ce tableau de bord et descendre jusqu&rsquo;au niveau de donn\u00e9es demand\u00e9. Les donn\u00e9es relatives aux \u00ab\u00a0consultations de sites web\u00a0\u00bb peuvent \u00eatre tri\u00e9es en fonction du temps total pass\u00e9, des utilisateurs et autres, et vous pouvez ensuite examiner plus en d\u00e9tail les appels en cours \u00e0 ce moment-l\u00e0. <\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;une des meilleures caract\u00e9ristiques de Calabrio Desktop Analytics est qu&rsquo;il est ex\u00e9cut\u00e9 sur la m\u00eame plateforme que Calabrio Speech Analytics, ce qui permet aux utilisateurs de b\u00e9n\u00e9ficier d&rsquo;un fonctionnement transparent en utilisant la m\u00eame infrastructure, les m\u00eames tableaux de bord et la m\u00eame technologie que celle \u00e0 laquelle ils ont fait confiance avec Calabrio Speech Analytics.<\/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_3247b973b3a592085680d23f6cbdb5f3\"\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\/2013\/08\/Image-4-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1.webp 1596w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-300x197.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-1024x671.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-768x503.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2013\/08\/Image-4-1-1-1536x1007.webp 1536w\" 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\n\t\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #FFFFFF\" class=\"heading-large break-words overflow-ellipsis line-clamp-3\">\n\t\t\t\t\t\t\tQuel est le retour sur investissement du WFM ?\t\t\t\t\t\t<\/h2>\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>D\u00e9couvrez les \u00e9conomies d&rsquo;argent et de temps r\u00e9alis\u00e9es par votre entreprise gr\u00e2ce \u00e0 la calculatrice instantan\u00e9e de Calabrio.<\/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\/roi\/\" title=\"Aller \u00e0 la calculatrice\" aria-label=\"Aller \u00e0 la calculatrice\" 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\">Aller \u00e0 la calculatrice<\/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_3247b973b3a592085680d23f6cbdb5f3\"] {\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\"><p>Comme l&rsquo;analyse est pr\u00e9sent\u00e9e dans le tableau de bord convivial de Calabrio, bas\u00e9 sur des widgets, les responsables peuvent voir les activit\u00e9s, les mod\u00e8les et les tendances, puis approfondir l&rsquo;analyse. Le bureau et l&rsquo;analyse vocale utilisent les m\u00eames solutions de recherche et d&rsquo;indexation, de sorte que, que les donn\u00e9es soient captur\u00e9es dans un fichier d&rsquo;activit\u00e9 ou un fichier audio, les utilisateurs peuvent les trouver, quel que soit le support. <\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;acc\u00e8s \u00e0 toutes ces donn\u00e9es aide les entreprises \u00e0 mieux corr\u00e9ler les mots et les actions afin d&rsquo;obtenir les bons r\u00e9sultats commerciaux, par exemple en \u00e9tant en mesure de mieux identifier et traiter les clients \u00e0 risque ou en d\u00e9couvrant rapidement les probl\u00e8mes li\u00e9s aux produits. Lorsque l&rsquo;analyse et la connaissance peuvent \u00eatre utilis\u00e9es dans d&rsquo;autres secteurs de l&rsquo;entreprise, tels que les ventes et le marketing, les solutions de centres de contact deviennent un atout big data \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise. <\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_1a146aa3719c88c4a1fa8ba7b488c691\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div\n\t\tclass=\"hero-with-form__left w-full lg:w-1\/2\"\n\t\tstyle=\"\"\n\t>\n\t\t\t\t\t<div class=\"p-l\/xxl md:px-c\/xxl md:py-0 lg:p-c\/xxl lg:my-l\/m\">\n\t\t\t\t<div class=\"flex flex-col gap-c\/l md:py-l\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #080F21\"\n\t\t\t\t\tclass=\"heading-medium text-center\">\n\t\t\t\t\t\tRestez \u00e0 jour\t\t\t\t<\/h2>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"wysiwyg text-center\">\n\t\t\t\t\t\t<p>Vous souhaitez vous tenir au courant des derni\u00e8res innovations en mati\u00e8re d&rsquo;optimisation des effectifs des centres de contact et d&rsquo;excellence du service \u00e0 la client\u00e8le ?<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\n\t\t\t<div\n\t\t\tclass=\"w-full lg:w-1\/2 flex items-center hero-with-form__right\"\n\t\t\tstyle=\"background-color: #FFFFFF\"\n\t\t>\n\t\t\t<iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-05-21\/5b8ztk\" width=\"100%\" height=\"750\" type=\"text\/html\" frameborder=\"0\" allowtransparency=\"true\" style=\"border: 0\"><\/iframe>\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_1a146aa3719c88c4a1fa8ba7b488c691\"] {\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\tpadding-top: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":241,"featured_media":7431,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[188,191],"blog-languages":[],"class_list":["post-7429","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques","tag-analyse-de-la-clientele","tag-meilleures-pratiques-pour-les-centres-dappel"],"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>Comment les outils d&#039;analyse de bureau responsabilisent les agents | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Desktop Analytics offre aux 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