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img{width:40px;height:40px;margin-bottom:16px} .oo-pc .rs3 .kind{font-size:10px;letter-spacing:.18em;text-transform:uppercase;color:var(--gray);margin-bottom:6px} .oo-pc .rs3 p{font-size:14px} .oo-pc .rs3 .ctas{margin-top:auto;padding-top:20px} .oo-pc .rs3 .btn{padding:11px 16px;font-size:11px} .oo-pc .rs3>div:nth-child(1){border-color:var(--light)} .oo-pc .rs3>div:nth-child(2){border-color:var(--red)} .oo-pc .rs3>div:nth-child(3){background:var(--light);border-color:var(--light)} .oo-pc .rs3>div:nth-child(3) h3{color:var(--black)} .oo-pc .rs3>div:nth-child(3) p{color:#3A3A3A} @media (max-width:1000px){.oo-pc .u3{grid-template-columns:1fr 1fr}} @media (max-width:900px){.oo-pc .xh-g,.oo-pc .fm,.oo-pc .mt,.oo-pc .bn,.oo-pc .tq,.oo-pc .pr-g{grid-template-columns:1fr} .oo-pc .xh{padding:56px 0 48px} .oo-pc .xh-i{min-height:0;padding-bottom:48px} .oo-pc .xh-i img{position:relative;height:auto;aspect-ratio:618\/400} .oo-pc .xh-s{left:16px;bottom:0} .oo-pc .kn-g,.oo-pc .ca,.oo-pc .rs3{grid-template-columns:1fr} .oo-pc .kn-g>div{padding:22px 0} .oo-pc .kn-g>div+div{padding-left:0;border-left:0;border-top:1px solid #D4D2CF} .oo-pc .mt-i img,.oo-pc .bn-i img{min-height:0;height:auto;aspect-ratio:618\/400} .oo-pc .tq-i{max-width:320px}} @media (max-width:640px){.oo-pc .bn-l,.oo-pc .u3{grid-template-columns:1fr} .oo-pc .fm .b{padding:24px 20px 26px} .oo-pc .mt-l>div{grid-template-columns:52px 1fr;gap:16px} .oo-pc .mt-l .n{width:46px;height:46px} .oo-pc .tq .q2,.oo-pc .tq figcaption,.oo-pc .tq .ctas{padding-left:0}} <\/style> \n\n\n\n<div class=\"oo-pc\"><section class=\"xh\"><div class=\"wrap xh-g\"><div><div class=\"eyebrow\">Practice <span class=\"brand\">OswegO<\/span> \u00b7 Academy<\/div><h1>Les cl\u00e9s de l&rsquo;excellence op\u00e9rationnelle pour vos <span class=\"r\">managers<\/span>.<\/h1><p class=\"lead\">Des formations immersives et pratiques, con\u00e7ues pour am\u00e9liorer la performance de vos services client et centres de contact. Une approche pragmatique qui renforce les fondamentaux, met l&rsquo;accent sur l&rsquo;animation des \u00e9quipes et sert l&rsquo;exp\u00e9rience client.<\/p><p class=\"lead\">Avec l&rsquo;Academy Online, la mont\u00e9e en comp\u00e9tence se prolonge en ligne&nbsp;: vos \u00e9quipes acc\u00e8dent \u00e0 nos contenus o\u00f9 et quand elles le souhaitent, pour progresser \u00e0 leur rythme.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/outlook.office.com\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswegoconseil.com\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2?anonymous&amp;ismsaljsauthenabled&amp;ep=mlink\" target=\"_blank\" rel=\"noopener\">Prendre rendez-vous<\/a><a class=\"btn btn-ghost\" href=\"https:\/\/oswego.eu\/academy-cx\/\">D\u00e9couvrir l&rsquo;Academy Online<\/a><\/div><div class=\"ctas\" style=\"margin-top:18px\"><a class=\"link\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=COMPETENCES\">Benchmarkez la gestion de vos comp\u00e9tences CX<\/a><\/div><\/div><div class=\"xh-i\"><img width=\"618\" height=\"400\" decoding=\"async\" fetchpriority=\"high\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_28.png?resize=1236%2C800&#038;ssl=1\" alt=\"Vue a\u00e9rienne symbolisant la prise de recul strat\u00e9gique\"><div class=\"xh-s\"><b>83&nbsp;%<\/b><span>de taux d&rsquo;ach\u00e8vement des programmes en micro learning<\/span><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section style=\"border-top:none;padding-top:0\"><div class=\"wrap\"><div class=\"intro\"><div class=\"eyebrow\">Deux formats, un m\u00eame objectif<\/div><h2>Faire progresser vos managers, en salle comme en <span class=\"r\">ligne<\/span>.<\/h2><\/div><div class=\"fm\"><article><div class=\"i\"><img width=\"618\" height=\"400\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_27.png?resize=1236%2C800&#038;ssl=1\" alt=\"Session de formation immersive pour managers\"><\/div><div class=\"b\"><div class=\"k\">En pr\u00e9sentiel \u00b7 Sur mesure<\/div><h3>Des formations immersives pour vos \u00e9quipes<\/h3><p>Des sessions con\u00e7ues pour vos managers op\u00e9rationnels et vos \u00e9quipes Workforce management, qui alternent enseignements th\u00e9oriques et ateliers collaboratifs, \u00e0 partir de benchmarks et d&rsquo;\u00e9tudes de cas. Les outils et m\u00e9thodes sont applicables dans vos op\u00e9rations d\u00e8s la fin de la session.<\/p><ul><li>Managers de proximit\u00e9<\/li><li>Responsables plateaux<\/li><li>\u00c9quipes WFM<\/li><\/ul><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/outlook.office.com\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswegoconseil.com\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2?anonymous&amp;ismsaljsauthenabled&amp;ep=mlink\" target=\"_blank\" rel=\"noopener\">Construire votre programme<\/a><\/div><\/div><\/article><article><div class=\"b\"><div class=\"k\">Academy Online \u00b7 Micro learning<\/div><h3>Les meilleures pratiques, en formats courts<\/h3><p>Des modules d&rsquo;environ quinze minutes, ancr\u00e9s dans la r\u00e9alit\u00e9 des op\u00e9rations client et port\u00e9s par des praticiens reconnus. Chaque module se conclut par des livrables directement exploitables.<\/p><ul><li>Checklists<\/li><li>Guides r\u00e9flexes<\/li><li>Scripts<\/li><li>Supports op\u00e9rationnels<\/li><\/ul><blockquote>\u00ab&nbsp;Chaque module s&rsquo;appuie sur des situations r\u00e9elles, avec un enseignement cl\u00e9, la meilleure pratique associ\u00e9e, et des actions concr\u00e8tes \u00e0 appliquer.&nbsp;\u00bb<\/blockquote><cite>Adeline Noirat, Directrice de Programmes<\/cite><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/academy-cx\/\">D\u00e9couvrir l&rsquo;Academy Online<\/a><a class=\"btn btn-line\" href=\"https:\/\/academy.oswego.eu\/auth\/register\" target=\"_blank\" rel=\"noopener\">Cr\u00e9er votre compte<\/a><\/div><\/div><\/article><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section class=\"kn\"><div class=\"wrap\"><div class=\"intro\"><div class=\"eyebrow\">Formats courts<\/div><h2>Le temps de vos managers, un choix de <span class=\"r\">performance<\/span>.<\/h2><p>Dans les op\u00e9rations client, le temps est devenu la ressource la plus rare. Les donn\u00e9es sont d\u00e9sormais bien \u00e9tablies.<\/p><\/div><div class=\"kn-g\"><div><b>&gt;&nbsp;80&nbsp;%<\/b><span>Taux d&rsquo;ach\u00e8vement<\/span><p>Pour les formats courts, contre 20 \u00e0 30&nbsp;% pour les dispositifs longs.<\/p><\/div><div><b>+50&nbsp;%<\/b><span>R\u00e9tention des connaissances<\/span><p>Une m\u00e9morisation des pratiques renforc\u00e9e, jusqu&rsquo;\u00e0 +50&nbsp;% avec les formats courts.<\/p><\/div><div><b>40 \u00e0 60&nbsp;%<\/b><span>Temps de formation optimis\u00e9<\/span><p>Moins de temps mobilis\u00e9, plus d&rsquo;engagement, une appropriation plus rapide des pratiques.<\/p><\/div><\/div><div class=\"kn-f\"><p>Le micro learning <span class=\"brand\">OswegO<\/span>&nbsp;: la meilleure pratique, dans un format <span class=\"r\">imm\u00e9diatement activable<\/span>.<\/p><div class=\"ctas\" style=\"margin-top:0\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/academy-cx\/\">D\u00e9couvrir l&rsquo;Academy Online<\/a><a class=\"btn btn-dk\" href=\"https:\/\/oswego.eu\/2026\/01\/06\/pourquoi-les-formats-courts-simposent-dans-la-montee-en-competence-des-managers-de-lexperience-client\/\" target=\"_blank\" rel=\"noopener\">Lire l&rsquo;analyse<\/a><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section style=\"border-top:none\"><div class=\"wrap\"><div class=\"intro\"><div class=\"eyebrow\">L&rsquo;Academy <span class=\"brand\">OswegO<\/span><\/div><h2>Une formation pens\u00e9e pour les managers des <span class=\"r\">op\u00e9rations<\/span> client.<\/h2><\/div><div class=\"ca\"><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyanalyse_red-1.png?ssl=1\" alt=\"\"><div class=\"k\">Caract\u00e9ristiques<\/div><p>Des formations sur mesure pour les managers op\u00e9rationnels, ax\u00e9es sur la performance des centres de contact et des services client. Elles allient th\u00e9orie et pratique, s&rsquo;appuient sur des benchmarks et des \u00e9tudes de cas, et int\u00e8grent des cycles d&rsquo;\u00e9valuation pour une mont\u00e9e en comp\u00e9tence mesurable et durable.<\/p><\/div><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_avantageecrutement_red-1.png?ssl=1\" alt=\"\"><div class=\"k\">Avantages<\/div><p>Des programmes personnalisables et flexibles, adapt\u00e9s aux sp\u00e9cificit\u00e9s de votre secteur et aux d\u00e9fis de vos managers. Les outils, pratiques et m\u00e9thodes sont directement applicables dans vos op\u00e9rations pour optimiser vos performances d\u00e8s la fin de la session.<\/p><\/div><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_benefrecrutement_red-1.png?ssl=1\" alt=\"\"><div class=\"k\">B\u00e9n\u00e9fices<\/div><p>Des sessions immersives et actionnables pour d\u00e9velopper les comp\u00e9tences de pilotage des op\u00e9rations client. L&rsquo;am\u00e9lioration continue fait partie int\u00e9grante de nos programmes et installe une dynamique positive au sein des \u00e9quipes.<\/p><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section id=\"methodologie\" style=\"border-top:none\"><div class=\"wrap\"><div class=\"intro\"><div class=\"eyebrow\">M\u00e9thodologie<\/div><h2>Cinq \u00e9tapes, du diagnostic \u00e0 la mise en <span class=\"r\">pratique<\/span>.<\/h2><\/div><div class=\"mt\"><div class=\"mt-i\"><img width=\"319\" height=\"886\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_vertical_20.png?resize=638%2C1772&#038;ssl=1\" alt=\"Manager en formation sur le pilotage des op\u00e9rations client\"><\/div><div><div class=\"mt-l\"><div><div class=\"n\"><img width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academycible_red-1.png?ssl=1\" alt=\"\"><\/div><div><div class=\"s\">01<\/div><h3>Analyser les besoins<\/h3><p>Un diagnostic des comp\u00e9tences et des attentes manag\u00e9riales, men\u00e9 en ateliers et en entretiens, pour adapter le programme aux besoins r\u00e9els de vos \u00e9quipes.<\/p><a class=\"tg\" href=\"https:\/\/oswego.eu\/assessment\/\">\u2198\ufe0e Assessment<\/a><\/div><\/div><div><div class=\"n\"><img width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyprogramme_red-1.png?ssl=1\" alt=\"\"><\/div><div><div class=\"s\">02<\/div><h3>Concevoir des programmes sur mesure<\/h3><p>Des modules personnalis\u00e9s sur les fondamentaux des op\u00e9rations, les mod\u00e8les \u00e9conomiques et les meilleures pratiques, combin\u00e9s \u00e0 des exercices pratiques et des cas r\u00e9els.<\/p><\/div><\/div><div><div class=\"n\"><img width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyparticipants_red-1.png?ssl=1\" alt=\"\"><\/div><div><div class=\"s\">03<\/div><h3>Animer les sessions<\/h3><p>Des enseignements th\u00e9oriques et des ateliers collaboratifs qui favorisent la r\u00e9flexion collective et l&rsquo;apprentissage par la pratique.<\/p><\/div><\/div><div><div class=\"n\"><img width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyevluation_red-1.png?ssl=1\" alt=\"\"><\/div><div><div class=\"s\">04<\/div><h3>\u00c9valuer de fa\u00e7on cyclique<\/h3><p>Des \u00e9valuations avant, pendant et apr\u00e8s les sessions pour mesurer l&rsquo;efficacit\u00e9 de la formation et fournir des comparatifs de performance.<\/p><\/div><\/div><div><div class=\"n\"><img width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyameliorationcontinue_red-1.png?ssl=1\" alt=\"\"><\/div><div><div class=\"s\">05<\/div><h3>Accompagner l&rsquo;apr\u00e8s-formation<\/h3><p>Un suivi individuel ou collectif, centr\u00e9 sur la mise en application des comp\u00e9tences acquises.<\/p><a class=\"tg\" href=\"https:\/\/oswego.eu\/academy-cx\/\">\u2198\ufe0e Academy Online<\/a><\/div><\/div><\/div><div class=\"mt-c\"><a class=\"btn btn-red\" href=\"https:\/\/outlook.office.com\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswegoconseil.com\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2?anonymous&amp;ismsaljsauthenabled&amp;ep=mlink\" target=\"_blank\" rel=\"noopener\">Prendre rendez-vous<\/a><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=COMPETENCES\">Benchmarkez la gestion de vos comp\u00e9tences CX<\/a><\/div><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section class=\"pr\"><div class=\"wrap pr-g\"><div><h2>D\u00e9marrer <span class=\"u\">maintenant<\/span>&nbsp;!<\/h2><p>\u00c9changez avec nous sur les comp\u00e9tences de vos managers, et construisons ensemble le programme Academy adapt\u00e9 \u00e0 vos op\u00e9rations.<\/p><\/div><div class=\"ctas\"><a class=\"btn btn-wh\" href=\"https:\/\/outlook.office.com\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswegoconseil.com\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2?anonymous&amp;ismsaljsauthenabled&amp;ep=mlink\" target=\"_blank\" rel=\"noopener\">Prendre rendez-vous<\/a><a class=\"btn btn-ow\" href=\"https:\/\/oswego.eu\/academy-cx\/\">Academy Online<\/a><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section id=\"benefices\"><div class=\"wrap\"><div class=\"intro\"><div class=\"eyebrow\">B\u00e9n\u00e9fices<\/div><h2>Ce que l&rsquo;Academy apporte \u00e0 vos <span class=\"r\">\u00e9quipes<\/span>.<\/h2><\/div><div class=\"bn\"><div class=\"bn-l\"><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academymanager_red-1.png?ssl=1\" alt=\"\"><h3>Des comp\u00e9tences manag\u00e9riales renforc\u00e9es<\/h3><p>Vos \u00e9quipes montent en comp\u00e9tence imm\u00e9diatement et appliquent, d\u00e8s la formation, des approches efficaces et innovantes. Les managers repartent avec des outils concrets pour animer, piloter et faire progresser leurs \u00e9quipes au quotidien.<\/p><\/div><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/new_oswego_icon_rating_red-1.png?ssl=1\" alt=\"\"><h3>Les meilleures pratiques de la fili\u00e8re<\/h3><p>Des programmes appuy\u00e9s sur des benchmarks sectoriels, pour un alignement optimal avec les standards de votre march\u00e9. Vos pratiques se mesurent aux r\u00e9f\u00e9rences de la fili\u00e8re, et les \u00e9carts deviennent des axes de progr\u00e8s concrets.<\/p><\/div><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/new_oswego_icon_suiviobjectif_red-1.png?ssl=1\" alt=\"\"><h3>Un pilotage des op\u00e9rations dans la dur\u00e9e<\/h3><p>Les managers d\u00e9veloppent une approche strat\u00e9gique et op\u00e9rationnelle pour accompagner les changements organisationnels. Ils anticipent les variations de charge, arbitrent les priorit\u00e9s et inscrivent la performance dans la dur\u00e9e.<\/p><\/div><div><img class=\"ic\" width=\"44\" height=\"44\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_vivier_red-1.png?ssl=1\" alt=\"\"><h3>Des talents attir\u00e9s et fid\u00e9lis\u00e9s<\/h3><p>Une mont\u00e9e en comp\u00e9tences cibl\u00e9e valorise vos managers et renforce leur engagement et leur fid\u00e9lit\u00e9 \u00e0 votre entreprise. Un levier d&rsquo;attractivit\u00e9 pour vos recrutements, et de stabilit\u00e9 pour vos \u00e9quipes.<\/p><\/div><\/div><div class=\"bn-i\"><img width=\"319\" height=\"886\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_vertical_3.png?resize=638%2C1772&#038;ssl=1\" alt=\"\u00c9quipe de la relation client apr\u00e8s une formation Academy\"><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section><div class=\"wrap\"><figure class=\"tq\"><div class=\"tq-i\"><img width=\"400\" height=\"500\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/testoswegoconseil.wordpress.com\/wp-content\/uploads\/2024\/11\/academyfranck.png?ssl=1\" alt=\"Franck Guilloteau, Macif Finance Epargne\"><\/div><div><div class=\"eyebrow\" style=\"padding-left:32px\">T\u00e9moignage<\/div><blockquote>\u00ab&nbsp;<span class=\"brand\">OswegO<\/span> a su s&rsquo;adapter \u00e0 nos contraintes sp\u00e9cifiques de planning gr\u00e2ce \u00e0 l&rsquo;intervention d&rsquo;une consultante exp\u00e9riment\u00e9e dans l&rsquo;univers des centres de contacts. Elle a particuli\u00e8rement enrichi nos \u00e9quipes sur des sujets tels que la productivit\u00e9, la <span class=\"r\">planification des ressources<\/span> et l&rsquo;optimisation des flux.&nbsp;\u00bb<\/blockquote><p class=\"q2\">\u00ab&nbsp;Cette prestation a permis \u00e0 toute notre organisation d&rsquo;acqu\u00e9rir de nouvelles comp\u00e9tences en mati\u00e8re de pilotage des centres de contacts. Elle a aussi contribu\u00e9 \u00e0 instaurer une culture commune sur ce sujet, gr\u00e2ce aux m\u00e9thodes enseign\u00e9es et au travail en groupe sur des cas pratiques adapt\u00e9s \u00e0 notre contexte.&nbsp;\u00bb<\/p><figcaption>Franck Guilloteau<span>Directeur op\u00e9rationnel, Macif Finance Epargne<\/span><\/figcaption><div class=\"ctas\"><a class=\"link\" href=\"https:\/\/oswego.eu\/uses-cases\/\">D\u00e9couvrir tous nos use cases<\/a><\/div><\/div><\/figure><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section id=\"use-cases\"><div class=\"wrap\"><div class=\"eyebrow\">Use cases<\/div><h2>L&rsquo;Academy en <span class=\"r\">action<\/span>.<\/h2><div class=\"u3\"><article><div class=\"i\"><img width=\"319\" height=\"478\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_25.png?resize=638%2C956&#038;ssl=1\" alt=\"Use case Academy\"><\/div><div class=\"b\"><div class=\"kp\">27 points<\/div><div class=\"kl\">de progression des comp\u00e9tences<\/div><h3>Monter en comp\u00e9tence pour un <span class=\"r\">pilotage<\/span> d&rsquo;excellence<\/h3><p>Une filiale sp\u00e9cialis\u00e9e en assurance-vie souhaitait renforcer ses \u00e9quipes de management et de Workforce management. Diagnostic des besoins, programme adapt\u00e9 aux diff\u00e9rents niveaux de management, sessions pratiques et accompagnement individuel&nbsp;: une m\u00e9thodologie standardis\u00e9e pour un pilotage homog\u00e8ne.<\/p><div class=\"ctas\"><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/use-case-academy-wfm-assurance-finance\/\">En savoir plus<\/a><a class=\"link\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=COMPETENCES\">Benchmarkez la gestion de vos comp\u00e9tences CX<\/a><\/div><\/div><\/article><article><div class=\"i\"><img width=\"319\" height=\"478\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_3.png?resize=638%2C956&#038;ssl=1\" alt=\"Use case Academy\"><\/div><div class=\"b\"><div class=\"kp\">6 semaines<\/div><div class=\"kl\">pour une mont\u00e9e en comp\u00e9tence tangible<\/div><h3>D\u00e9velopper le <span class=\"r\">leadership<\/span> op\u00e9rationnel<\/h3><p>Une entreprise nationale de services \u00e0 la personne venait de centraliser sa relation client. Immersion, puis programme cibl\u00e9 sur les routines manag\u00e9riales et l&rsquo;assertivit\u00e9&nbsp;: meilleure coordination, r\u00f4les clarifi\u00e9s et coh\u00e9sion renforc\u00e9e entre encadrement et production.<\/p><div class=\"ctas\"><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/use-case-academy-care\/\">En savoir plus<\/a><a class=\"link\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=COMPETENCES\">Benchmarkez la gestion de vos comp\u00e9tences CX<\/a><\/div><\/div><\/article><article><div class=\"i\"><img width=\"319\" height=\"478\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_30.png?resize=638%2C956&#038;ssl=1\" alt=\"Use case Academy\"><\/div><div class=\"b\"><div class=\"kp\">18 mois<\/div><div class=\"kl\">d&rsquo;accompagnement<\/div><h3>Former les \u00e9quipes <span class=\"r\">Grands Comptes<\/span><\/h3><p>Un leader mondial des t\u00e9l\u00e9communications BtoB a fait de la relation client un axe de croissance. Support de formation d\u00e9di\u00e9, commerciaux et managers form\u00e9s aux enjeux de la relation client et du digital&nbsp;: plus de contacts, d&rsquo;opportunit\u00e9s et d&rsquo;affaires conclues.<\/p><div class=\"ctas\"><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/telecoms-academy\/\">En savoir plus<\/a><a class=\"link\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=COMPETENCES\">Benchmarkez la gestion de vos comp\u00e9tences CX<\/a><\/div><\/div><\/article><\/div><div class=\"uc-f\"><a class=\"link\" href=\"https:\/\/oswego.eu\/uses-cases\/\">Voir tous les use cases<\/a><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section id=\"ressources\"><div class=\"wrap\"><div class=\"eyebrow\">Ressources<\/div><h2>Aller <span class=\"r\">plus loin<\/span>.<\/h2><div class=\"rs3\"><div><img width=\"40\" height=\"40\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/testoswegoconseil.wordpress.com\/wp-content\/uploads\/2024\/11\/oswego_icon_academyentretien_red.png?ssl=1\" alt=\"\"><div class=\"kind\">Podcast<\/div><h3><span class=\"brand\">OswegO<\/span> <span class=\"r\">Talks<\/span><\/h3><p>Les enjeux des op\u00e9rations client, racont\u00e9s par les experts <span class=\"brand\">OswegO<\/span>.<\/p><div class=\"ctas\"><a class=\"btn btn-line\" href=\"https:\/\/www.youtube.com\/@OswegO4CX\/featured\" target=\"_blank\" rel=\"noopener\">\u00c9couter les \u00e9pisodes<\/a><\/div><\/div><div><img width=\"40\" height=\"40\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_parcours_red-1.png?ssl=1\" alt=\"\"><div class=\"kind\">Livre blanc<\/div><h3>L&rsquo;exp\u00e9rience client de <span class=\"r\">A \u00e0 Z<\/span><\/h3><p>Le contexte et les enjeux de l&rsquo;exp\u00e9rience client, explor\u00e9s dans nos livres blancs.<\/p><div class=\"ctas\"><a class=\"btn btn-line\" href=\"https:\/\/bb6d17e9.sibforms.com\/serve\/MUIFAPQvy34IZABThZI1javhpg4sDNmofIRzuvFu7hrpFeota5ubBfvePwcE1tbwajrsWwrF6zD459EaTS2FExQF-XeG_7CZdKZSTjUK5cj1YvTXWBuvjYY3yoskfmLf65WrISZEmvq5V1wvAMN_oklERJUiEjnv3J_7iEI1QtiR_GwSraoALVjw4U6VlFFgANm2l1AQ9tx8IDfx\" target=\"_blank\" rel=\"noopener\">T\u00e9l\u00e9charger le livre blanc<\/a><\/div><\/div><div><img width=\"40\" height=\"40\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyevluation_red-1.png?ssl=1\" alt=\"\"><div class=\"kind\">Benchmark<\/div><h3>Benchmark <span class=\"r\"><span class=\"brand\">OswegO<\/span><\/span><\/h3><p>Sept domaines des op\u00e9rations client, un positionnement sectoriel imm\u00e9diat. Gratuit, environ 15&nbsp;minutes par domaine.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=COMPETENCES\">Benchmarkez la gestion de vos comp\u00e9tences CX<\/a><\/div><\/div><\/div><h3 class=\"blog-h\">Articles du blog <span class=\"brand\">OswegO<\/span><\/h3><ul class=\"blog\"><li><a href=\"https:\/\/oswego.eu\/2026\/01\/06\/pourquoi-les-formats-courts-simposent-dans-la-montee-en-competence-des-managers-de-lexperience-client\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">Micro learning<\/span><span><span class=\"ttl\">Pourquoi les formats courts s&rsquo;imposent<\/span><span class=\"why\">La mont\u00e9e en comp\u00e9tence des managers de l&rsquo;exp\u00e9rience client, \u00e0 l&rsquo;\u00e9preuve du temps.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><li><a href=\"https:\/\/oswego.eu\/2025\/11\/12\/thierry-chamouton-leader-de-lexperience-client-et-inspirateur-de-loswego-academy-online\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">Inspirateur<\/span><span><span class=\"ttl\">Thierry Chamouton, inspirateur de l&rsquo;Academy Online<\/span><span class=\"why\">Un management humain, au service de l&rsquo;exp\u00e9rience client.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><li><a href=\"https:\/\/oswego.eu\/2026\/08\/17\/benchmark-cx-hr\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">Ressources humaines<\/span><span><span class=\"ttl\">Un r\u00e9f\u00e9rentiel des meilleures pratiques RH<\/span><span class=\"why\">Les pratiques RH des op\u00e9rations client, pass\u00e9es au Benchmark.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><\/ul><\/div><\/section><\/div>\n\n\n\n<script 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