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.kind{color:rgba(255,255,255,.8)} .oo-pc .r4:nth-child(2) h3,.oo-pc .r4:nth-child(2) p,.oo-pc .r4:nth-child(2) .r{color:#fff} .oo-pc .r4:nth-child(2) .btn-red{background:#fff;color:var(--red);border-color:#fff} .oo-pc .r4:nth-child(2) .btn-red:hover{background:var(--black);color:#fff;border-color:var(--black)} .oo-pc .r4:nth-child(3){border-color:var(--red)} .oo-pc .r4:nth-child(4){background:var(--light);border-color:var(--light)} .oo-pc .r4:nth-child(4) h3{color:var(--black)} .oo-pc .r4:nth-child(4) p{color:#3A3A3A} @media (max-width:1000px){.oo-pc .steps,.oo-pc .res4{grid-template-columns:1fr 1fr} .oo-pc .step::after{display:none}} @media (max-width:900px){.oo-pc .kpis,.oo-pc .eco-cols,.oo-pc .gains,.oo-pc .head2,.oo-pc .feat,.oo-pc .feat.rev{grid-template-columns:1fr} .oo-pc .kpi+.kpi,.oo-pc .eco-cols>div+div{padding-left:0;border-left:0;border-top:1px solid rgba(242,242,242,.25)} .oo-pc .eco-cols>div+div{border-top-color:rgba(255,255,255,.5)} .oo-pc .feat.rev .feat-img{order:0} .oo-pc .feat-img{min-height:240px} .oo-pc .head2{gap:16px} .oo-pc .qbox{padding:36px 24px}} @media (max-width:560px){.oo-pc .steps,.oo-pc .res4{grid-template-columns:1fr} .oo-pc .feat-body{padding:28px 22px} .oo-pc .kpi-v{font-size:46px} .oo-pc .hx .wrap{padding-top:72px}}<\/style>\n\n\n\n<style>.wp-block-post-featured-image{display:none!important}<\/style>\n\n<div class=\"oo-pc\"><section class=\"hx\"><div class=\"hx-bg\"><img width=\"1236\" height=\"800\" decoding=\"async\" fetchpriority=\"high\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_20.png?resize=1236%2C800&#038;ssl=1\" alt=\"Workforce Management en centre de contact : pr\u00e9vision, dimensionnement et planification des ressources\"><\/div><div class=\"wrap\"><div class=\"hx-txt\"><div class=\"eyebrow\">Expertise m\u00e9tier \u00b7 Workforce Management<\/div><h1>Workforce Management&nbsp;: la face <span class=\"r\">\u00e9conomique<\/span> des op\u00e9rations client.<\/h1><p class=\"lead\">Le WFM d\u00e9cide de l&#8217;emploi de chaque heure de production, demi-heure par demi-heure. OswegO <span class=\"r\">mesure vos pratiques WFM<\/span> face aux meilleures pratiques de votre secteur et <span class=\"r\">relie chaque \u00e9cart \u00e0 vos co\u00fbts<\/span> et \u00e0 votre qualit\u00e9 de service. Vous savez o\u00f9 agir en priorit\u00e9, et ce que chaque progr\u00e8s rapporte.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=WFM\">Benchmarkez vos pratiques WFM<\/a><a class=\"btn btn-ghost\" 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><\/div><\/div><div class=\"kpis\" id=\"chiffres\"><div class=\"kpi\"><div class=\"kpi-v\">70-80%<\/div><div class=\"kpi-l\">des co\u00fbts d&rsquo;exploitation port\u00e9s par la masse salariale<\/div><div class=\"kpi-s\">Le WFM d\u00e9cide de l&#8217;emploi de chacune de ces heures.<\/div><\/div><div class=\"kpi\"><div class=\"kpi-v\">10-15%<\/div><div class=\"kpi-l\">d&rsquo;heures sous-utilis\u00e9es r\u00e9cup\u00e9r\u00e9es par une pr\u00e9vision avanc\u00e9e<\/div><div class=\"kpi-s\">Moins d&rsquo;attente pour vos clients, plus de disponibilit\u00e9 pour vos conseillers.<\/div><\/div><div class=\"kpi\"><div class=\"kpi-v\">69%<\/div><div class=\"kpi-l\">de maturit\u00e9 sur la pr\u00e9vision, le sous-domaine le moins ma\u00eetris\u00e9<\/div><div class=\"kpi-s\">Premiers enseignements du Benchmark WFM <span class=\"brand\">OswegO<\/span>.<\/div><\/div><\/div><div class=\"kpi-cta\"><a class=\"link\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=WFM\">D\u00e9couvrez votre position dans le benchmark<\/a><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section id=\"methodes\"><div class=\"wrap\"><div class=\"head2\"><div><div class=\"eyebrow\">Notre approche \u00b7 La maturit\u00e9<\/div><h2>Quatre gestes, <span class=\"r\">36 points<\/span> de contr\u00f4le.<\/h2><\/div><p>Le r\u00e9f\u00e9rentiel WFM d&rsquo;OswegO est issu de 13 ans de missions. Chaque pratique est associ\u00e9e \u00e0 un niveau de maturit\u00e9 observ\u00e9 secteur par secteur&nbsp;: vous savez o\u00f9 vous en \u00eates, geste par geste.<\/p><\/div><div class=\"steps\"><div class=\"step\"><div class=\"step-n\">01<\/div><div class=\"step-c\">10 points de contr\u00f4le<\/div><h3>Pr\u00e9voir<\/h3><p>Historiques, taux de contact, temps de traitement, \u00e9v\u00e9nements exceptionnels&nbsp;: des pr\u00e9visions valid\u00e9es avec les managers.<\/p><\/div><div class=\"step\"><div class=\"step-n\">02<\/div><div class=\"step-c\">12 points de contr\u00f4le<\/div><h3>Dimensionner<\/h3><p>Des hypoth\u00e8ses align\u00e9es sur vos SLA&nbsp;: occupancy, <a class=\"il\" href=\"https:\/\/oswego.eu\/ressources-humaines\/\">absent\u00e9isme<\/a>, attrition, cong\u00e9s, saisonnalit\u00e9s.<\/p><\/div><div class=\"step\"><div class=\"step-n\">03<\/div><div class=\"step-c\">9 points de contr\u00f4le<\/div><h3>Planifier<\/h3><p>Des plannings \u00e0 la demi-heure, qui int\u00e8grent la courbe d&rsquo;apprentissage et les r\u00e8gles de flexibilit\u00e9.<\/p><\/div><div class=\"step\"><div class=\"step-n\">04<\/div><div class=\"step-c\">5 points de contr\u00f4le<\/div><h3>Piloter<\/h3><p>Une gestion temps r\u00e9el sur tous les canaux, avec les <a class=\"il\" href=\"https:\/\/oswego.eu\/management-operationnel\/\">managers de proximit\u00e9<\/a>.<\/p><\/div><\/div><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=WFM\">Benchmarkez vos pratiques WFM<\/a><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section class=\"eco\"><div class=\"wrap\"><div class=\"eyebrow\">Notre approche \u00b7 L&rsquo;\u00e9conomie<\/div><h2>Le WFM, contr\u00f4le de gestion op\u00e9rationnel.<\/h2><p class=\"lead\">Chef d&rsquo;orchestre entre les co\u00fbts op\u00e9rationnels et la qualit\u00e9 de service, le WFM relie les volumes et les ressources \u00e0 la marge. OswegO en fait un levier d&rsquo;optimisation continue, en interne ou externalis\u00e9 avec <a class=\"il\" href=\"#wfm-premium\">WFM Premium<\/a>.<\/p><div class=\"eco-cols\"><div><h3>Mod\u00e8le \u00e9conomique<\/h3><p>Une masse salariale employ\u00e9e au plus juste, sans surexploitation des \u00e9quipes.<\/p><\/div><div><h3>Marge brute<\/h3><p>Dimensionnement, planification et gestion des flux p\u00e8sent directement sur la marge des op\u00e9rations.<\/p><\/div><div><h3>Engagements contractuels<\/h3><p>Une qualit\u00e9 de service conforme \u00e0 vos SLA, au juste co\u00fbt, y compris avec vos partenaires <a class=\"il\" href=\"https:\/\/oswego.eu\/bpo\/\">BPO<\/a>.<\/p><\/div><\/div><div class=\"ctas\"><a class=\"btn btn-wh\" href=\"https:\/\/oswego.eu\/bpo-wfm\/#calculateur-wfm\">Calculer le co\u00fbt de votre WFM<\/a><a class=\"btn btn-ol\" href=\"#wfm-premium\">D\u00e9couvrir WFM Premium<\/a><\/div><\/div><\/section><\/div>\n\n\n\n<style>.oo-pc .prem{background:var(--light);border-top:none;color:var(--black)} .oo-pc .prem h2,.oo-pc .prem h3{color:var(--black)} .oo-pc .prem p{color:#3A3A3A} .oo-pc .prem-grid{display:grid;grid-template-columns:1.25fr .75fr;gap:56px;align-items:start} .oo-pc .prem-tag{display:inline-block;font-size:11px;letter-spacing:.18em;text-transform:uppercase;color:#fff;background:var(--red);padding:6px 12px;border-radius:3px;margin-bottom:22px} .oo-pc .prem h2{font-size:clamp(34px,4.2vw,54px);line-height:1.08} .oo-pc .prem .lead{color:#3A3A3A;margin-top:4px} .oo-pc .prem-steps{display:grid;grid-template-columns:repeat(3,1fr);gap:0;margin-top:40px;border-top:2px solid var(--black)} .oo-pc .prem-steps>div{padding:24px 24px 0 0} .oo-pc .prem-steps>div+div{padding-left:24px;border-left:1px solid #D4D2CF} .oo-pc .prem-steps img{width:40px;height:40px;margin-bottom:14px} .oo-pc .prem-steps .n{font-size:11px;letter-spacing:.18em;color:var(--red);margin-bottom:6px} .oo-pc .prem-steps p{font-size:14px} .oo-pc .prem .btn-ghost{color:var(--black);border-color:var(--black)} .oo-pc .prem .btn-ghost:hover{background:var(--black);color:#fff} .oo-pc .prem .btn-line{color:var(--black)} .oo-pc .prem .btn-line:hover{color:#fff} .oo-pc .prem-card{background:var(--black);border-radius:6px;padding:36px 32px;color:var(--light)} .oo-pc .prem-card blockquote{font-size:22px;font-weight:300;line-height:1.4;color:var(--light);border:0;margin:0;padding:0;font-style:normal} .oo-pc .prem-card blockquote::before{content:\"\u00ab\";display:block;font-size:56px;line-height:.8;color:var(--red);margin-bottom:10px} .oo-pc .prem-who{display:flex;align-items:center;gap:14px;margin-top:26px;padding-top:22px;border-top:1px solid var(--line)} .oo-pc .prem-who img{width:52px;height:52px;border-radius:50%;object-fit:cover;flex:none} .oo-pc .prem-who div{font-size:12px;letter-spacing:.12em;text-transform:uppercase;color:var(--light)} .oo-pc .prem-who span{display:block;color:var(--gray);margin-top:2px} .oo-pc .prem-ul{list-style:none;margin-top:26px} .oo-pc .prem-ul li{font-size:14px;color:#D9D9D9;padding:10px 0;border-top:1px solid var(--line)} .oo-pc .prem-ul li::before{content:\"\u2198\ufe0e \";color:var(--red)} @media (max-width:900px){.oo-pc .prem-grid,.oo-pc .prem-steps{grid-template-columns:1fr} .oo-pc .prem-steps>div+div{padding-left:0;border-left:0;border-top:1px solid #D4D2CF}}<\/style><div class=\"oo-pc\"><section class=\"prem\" id=\"wfm-premium\"><div class=\"wrap prem-grid\"><div><div class=\"prem-tag\">Application \u00b7 WFM Premium<\/div><h2>WFM Premium. Votre fonction WFM, op\u00e9r\u00e9e par <span class=\"r\">nos experts<\/span>.<\/h2><p class=\"lead\">Anticipez, dimensionnez et planifiez vos ressources avec rigueur, sans alourdir votre organisation. Des r\u00e9sultats visibles en quelques semaines&nbsp;: une meilleure couverture capacitaire, des plannings plus fiables et du temps rendu \u00e0 vos \u00e9quipes.<\/p><div class=\"prem-steps\"><div><img width=\"40\" height=\"40\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/07\/new_oswego_icon_analysedata_red.png?ssl=1\" alt=\"\"><div class=\"n\">01<\/div><h3>Diagnostic<\/h3><p>Vos pratiques de pr\u00e9vision, de dimensionnement et de planification pass\u00e9es au crible, avec l&rsquo;estimation des gains attendus.<\/p><\/div><div><img width=\"40\" height=\"40\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/07\/new_oswego_icon_outils_red.png?ssl=1\" alt=\"\"><div class=\"n\">02<\/div><h3>Mise en \u0153uvre<\/h3><p>Des processus adapt\u00e9s \u00e0 votre environnement, vos outils existants int\u00e9gr\u00e9s, des rituels de pilotage structur\u00e9s.<\/p><\/div><div><img width=\"40\" height=\"40\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/07\/oswego_icon_vivier_red.png?ssl=1\" alt=\"\"><div class=\"n\">03<\/div><h3>Ex\u00e9cution<\/h3><p>Les livrables WFM produits au fil des semaines, suivis et ajust\u00e9s avec vos \u00e9quipes.<\/p><\/div><\/div><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/bpo-wfm\/\">D\u00e9couvrir WFM Premium<\/a><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/bpo-wfm\/#calculateur-wfm\">Estimer vos gains<\/a><a class=\"btn btn-ghost\" 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><\/div><\/div><figure class=\"prem-card\"><blockquote>Le r\u00e9sultat est concret&nbsp;: nous avons renforc\u00e9 nos capacit\u00e9s internes, fiabilis\u00e9 nos pr\u00e9visions et mod\u00e9lis\u00e9 nos process de planification.<\/blockquote><figcaption class=\"prem-who\"><img width=\"52\" height=\"52\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2025\/07\/Capture-decran-2025-07-20-a-22.52.16-1.png?resize=104%2C104&#038;ssl=1\" alt=\"Cyril Fontaine, Directeur des Op\u00e9rations, Nextalk \u2013 Cr\u00e9dit Mutuel Ark\u00e9a\"><div>Cyril Fontaine<span>Directeur des Op\u00e9rations \u00b7 Nextalk \u2013 Cr\u00e9dit Mutuel Ark\u00e9a<\/span><\/div><\/figcaption><ul class=\"prem-ul\"><li>Plannings stabilis\u00e9s<\/li><li>Moins d&rsquo;heures suppl\u00e9mentaires<\/li><li>Pilotage capacitaire \u00e0 12 mois<\/li><\/ul><\/figure><\/div><\/section><\/div>\n\n\n\n<style>.oo-pc .go3{position:relative;padding:0;border-top:none;overflow:hidden;min-height:520px;display:flex;align-items:center} .oo-pc .go3-bg{position:absolute;inset:0} .oo-pc .go3-bg img{width:100%;height:100%;object-fit:cover} .oo-pc .go3-bg::after{content:\"\";position:absolute;inset:0;background:linear-gradient(90deg,rgba(37,37,37,.25) 0%,rgba(37,37,37,.6) 45%,#252525 78%)} .oo-pc .go3 .wrap{position:relative;width:100%;padding-top:96px;padding-bottom:96px;display:flex;justify-content:flex-end} .oo-pc .go3-txt{max-width:560px} .oo-pc .go3 h2{font-size:clamp(36px,4.6vw,60px);line-height:1.08} .oo-pc .go3 p{color:#E6E6E6;font-size:17px} .oo-pc .go3 .ctas{flex-direction:column;align-items:flex-start} @media (max-width:900px){.oo-pc .go3-bg::after{background:linear-gradient(180deg,rgba(37,37,37,.35) 0%,#252525 70%)} .oo-pc .go3 .wrap{padding-top:220px;padding-bottom:64px}}<\/style><div class=\"oo-pc\"><section class=\"go3\"><div class=\"go3-bg\"><img width=\"1236\" height=\"800\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_13.png?resize=1236%2C800&#038;ssl=1\" alt=\"D\u00e9marrer le benchmark de vos pratiques Workforce Management\"><\/div><div class=\"wrap\"><div class=\"go3-txt\"><div class=\"eyebrow\">15 minutes pour se situer<\/div><h2>D\u00e9marrer <span class=\"r\">maintenant<\/span>&nbsp;!<\/h2><p>Positionnez vos pratiques WFM face aux meilleures pratiques de votre secteur, estimez le co\u00fbt de votre fonction WFM, ou \u00e9changez avec nous sur vos enjeux.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=WFM\">Benchmarkez vos pratiques WFM<\/a><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/bpo-wfm\/#calculateur-wfm\">Calculer le co\u00fbt de votre WFM<\/a><a class=\"btn btn-ghost\" 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><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section><div class=\"wrap\"><div class=\"eyebrow\">Cas clients<\/div><h2>Le Workforce Management en <span class=\"r\">action<\/span>.<\/h2><div><article class=\"feat\"><div class=\"feat-img\"><img width=\"618\" height=\"400\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_24.png?resize=618%2C926&#038;ssl=1\" alt=\"Cas client : direction de transition du WFM d'un leader fran\u00e7ais de l'\u00e9nergie\"><\/div><div class=\"feat-body\"><div class=\"uc-tags\"><span>Management<\/span><span>\u00c9nergie<\/span><span>WFM<\/span><\/div><h3>Mettre en \u0153uvre le WFM chez un leader de l&rsquo;<span class=\"r\">\u00e9nergie<\/span><\/h3><p>Une nouvelle division d\u00e9di\u00e9e aux clients professionnels, sans expertise WFM. OswegO a pris la direction de transition du d\u00e9partement&nbsp;: pr\u00e9vision, dimensionnement, planification et gestion des flux mis en place, op\u00e9rations stabilis\u00e9es, puis un leader WFM recrut\u00e9 dans notre \u00e9cosyst\u00e8me pour une transition durable.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=WFM\">Benchmarkez vos pratiques WFM<\/a><a class=\"btn btn-ghost\" href=\"https:\/\/oswego.eu\/use-case-management-wfm\/\">En savoir plus<\/a><\/div><\/div><\/article><article class=\"feat rev\"><div class=\"feat-img\"><img width=\"618\" height=\"400\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_30.png?resize=618%2C926&#038;ssl=1\" alt=\"Cas client : externalisation progressive de la fonction WFM d'un acteur national des services\"><\/div><div class=\"feat-body\"><div class=\"uc-tags\"><span>BPO<\/span><span>Services<\/span><span>WFM externalis\u00e9<\/span><\/div><h3>Externaliser la fonction WFM d&rsquo;un acteur <span class=\"r\">national<\/span><\/h3><p>Un diagnostic complet, puis un d\u00e9ploiement progressif&nbsp;: pr\u00e9vision, dimensionnement, planification. Des plannings stabilis\u00e9s, moins d&rsquo;heures suppl\u00e9mentaires et un pilotage capacitaire \u00e0 12 mois, avec une gouvernance partag\u00e9e.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/bpo-wfm\/#calculateur-wfm\">Calculer le co\u00fbt de votre WFM<\/a><a class=\"btn btn-ghost\" href=\"https:\/\/oswego.eu\/bpo-wfm\/\">En savoir plus<\/a><\/div><\/div><\/article><\/div><div class=\"xline\"><p>Un directeur de mission familier de votre industrie pilote la transformation de votre fonction WFM&nbsp;: <a class=\"il\" href=\"https:\/\/oswego.eu\/services-financiers\/\">services financiers<\/a>, <a class=\"il\" href=\"https:\/\/oswego.eu\/assurance\/\">assurance<\/a>, <a class=\"il\" href=\"https:\/\/oswego.eu\/telecoms\/\">t\u00e9l\u00e9coms<\/a>, <a class=\"il\" href=\"https:\/\/oswego.eu\/energie\/\">\u00e9nergie<\/a>, <a class=\"il\" href=\"https:\/\/oswego.eu\/e-commerce\/\">e-commerce<\/a> ou <a class=\"il\" href=\"https:\/\/oswego.eu\/bpo\/\">BPO<\/a>.<\/p><a class=\"link\" href=\"https:\/\/oswego.eu\/management\/\">D\u00e9couvrir la practice <span class=\"brand\">OswegO<\/span> Management<\/a><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section><div class=\"wrap\"><div class=\"eyebrow\">B\u00e9n\u00e9fices<\/div><h2>Ce que votre WFM <span class=\"r\">rapporte<\/span>.<\/h2><div class=\"gains\"><div class=\"gain\"><div class=\"gain-n\">01 \u00b7 OP\u00c9RATIONS<\/div><div class=\"gain-k\">Une capacit\u00e9 align\u00e9e sur la charge<\/div><p>Des \u00e9carts r\u00e9duits entre charge r\u00e9elle et ressources, sur les pics comme sur les creux, et des plannings mieux accept\u00e9s par les \u00e9quipes.<\/p><\/div><div class=\"gain\"><div class=\"gain-n\">02 \u00b7 \u00c9CONOMIE<\/div><div class=\"gain-k\">Une \u00e9quation <span class=\"r\">lisible<\/span><\/div><p>Un taux d&rsquo;occupation optimis\u00e9, moins d&rsquo;heures non productives et d&rsquo;ajustements de derni\u00e8re minute.<\/p><\/div><div class=\"gain\"><div class=\"gain-n\">03 \u00b7 EXP\u00c9RIENCE CLIENT<\/div><div class=\"gain-k\">Une promesse tenue<\/div><p>Moins d&rsquo;attente sur les canaux synchrones et une capacit\u00e9 de r\u00e9ponse align\u00e9e sur la promesse faite au client.<\/p><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section><div class=\"wrap\"><figure class=\"qbox\"><div class=\"eyebrow\">Notre conviction<\/div><blockquote>\u00ab&nbsp;Le WFM est bien plus qu&rsquo;un outil technique&nbsp;: c&rsquo;est le levier qui aligne le <span class=\"r\">mod\u00e8le op\u00e9rationnel<\/span> des centres de contact sur leur performance \u00e9conomique.&nbsp;\u00bb<\/blockquote><figcaption>Olivier Pellevoizin<span>CEO &amp; Co-Founder, <span class=\"brand\">OswegO<\/span><\/span><\/figcaption><p>Nos analystes sp\u00e9cialis\u00e9s con\u00e7oivent avec vous des mod\u00e8les sur mesure, qui combinent efficacit\u00e9 op\u00e9rationnelle et rentabilit\u00e9. OswegO vous accompagne de l&rsquo;<a class=\"il\" href=\"https:\/\/oswego.eu\/audit\/\">audit<\/a> de votre fonction WFM \u00e0 son <a class=\"il\" href=\"https:\/\/oswego.eu\/bpo-wfm\/\">externalisation<\/a>, du <a class=\"il\" href=\"https:\/\/oswego.eu\/pmo\/\">pilotage de vos projets<\/a> outils au <a class=\"il\" href=\"https:\/\/oswego.eu\/management\/\">management de transition<\/a>, en lien avec vos <a class=\"il\" href=\"https:\/\/oswego.eu\/systemes-dinformation\/\">syst\u00e8mes d&rsquo;information<\/a>.<\/p><\/figure><\/div><\/section><\/div>\n\n\n\n<div class=\"oo-pc\"><section><div class=\"wrap\"><div class=\"eyebrow\">Ressources<\/div><h2>Aller <span class=\"r\">plus loin<\/span>.<\/h2><div class=\"res4\"><div class=\"r4\"><img width=\"36\" height=\"36\" decoding=\"async\" loading=\"lazy\" class=\"ico\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/new_oswego_icon_analysefi_red-1.png?ssl=1\" alt=\"\"><div class=\"kind\">Calculateur<\/div><h3>Le co\u00fbt de votre <span class=\"r\">WFM<\/span><\/h3><p>Votre budget WFM annuel et les gains d&rsquo;une fonction externalis\u00e9e, en 5 minutes.<\/p><div class=\"ctas\"><a class=\"btn btn-line\" href=\"https:\/\/oswego.eu\/bpo-wfm\/#calculateur-wfm\">Calculer maintenant<\/a><\/div><\/div><div class=\"r4\"><img width=\"36\" height=\"36\" decoding=\"async\" loading=\"lazy\" class=\"ico\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_wfm_red-1.png?ssl=1\" alt=\"\" style=\"filter:brightness(0) invert(1)\"><div class=\"kind\">Benchmark<\/div><h3>Benchmark <span class=\"r\">WFM<\/span><\/h3><p>36 points de contr\u00f4le, un positionnement sectoriel imm\u00e9diat. Gratuit, environ 15&nbsp;minutes.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/wp-content\/uploads\/oswego-benchmark\/accueil.html?module=WFM\">Benchmarkez vos pratiques WFM<\/a><\/div><\/div><div class=\"r4\"><img width=\"36\" height=\"36\" decoding=\"async\" loading=\"lazy\" class=\"ico\" src=\"https:\/\/i0.wp.com\/testoswegoconseil.wordpress.com\/wp-content\/uploads\/2024\/11\/bookaudit.png?ssl=1\" alt=\"\"><div class=\"kind\">Livre blanc<\/div><h3>Workforce Management <span class=\"r\">2025<\/span><\/h3><p>Les pratiques et les mod\u00e8les \u00e9conomiques du WFM, \u00e9dition enrichie.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/bb6d17e9.sibforms.com\/serve\/MUIFAADW-QR6VzSG52jC-3UwQmAUMVML1J9eZ4xzkPSqpSXCaBZc2AjmS0NYk-CdPS7ZjTxkwqzpnfwasTjEzdUx9pp18wttBjeue0OCYYlDGWopCGO87nQUrGht9XK5hJJo09oLSHORU5RUh6MX3je8-fkQsv6p9KL3pU1BYwsOsFP2udce4xYdMEpAR7lUe_IdHYuIBYITwQFH\" target=\"_blank\" rel=\"noopener\">T\u00e9l\u00e9charger le livre blanc<\/a><\/div><\/div><div class=\"r4\"><img width=\"36\" height=\"36\" decoding=\"async\" loading=\"lazy\" class=\"ico\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oswego_icon_academyameliorationcontinue_red-1.png?ssl=1\" alt=\"\"><div class=\"kind\">Formation<\/div><h3><span class=\"brand\">OswegO<\/span> <span class=\"r\">Academy<\/span> Online<\/h3><p>Des formats courts pour vos \u00e9quipes WFM et vos managers, \u00e0 leur rythme.<\/p><div class=\"ctas\"><a class=\"btn btn-red\" href=\"https:\/\/oswego.eu\/academy-cx\/\">D\u00e9couvrir les formations<\/a><\/div><\/div><\/div><h3 class=\"blog-h\">Articles du blog <span class=\"brand\">OswegO<\/span> sur le Workforce Management<\/h3><ul class=\"blog\"><li><a href=\"https:\/\/oswego.eu\/2024\/12\/21\/wfm-la-face-economique-des-operations-client\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">\u00c9conomie<\/span><span><span class=\"ttl\">WFM, la face \u00e9conomique des op\u00e9rations client<\/span><span class=\"why\">Une fonction collaborative qui transforme les centres de contact en centres de profit.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><li><a href=\"https:\/\/oswego.eu\/2025\/04\/01\/template-darticle-2\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">Externalisation<\/span><span><span class=\"ttl\">Externaliser le WFM&nbsp;?<\/span><span class=\"why\">Les enjeux et le r\u00f4le d&rsquo;un partenaire pour une fonction WFM performante.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><li><a href=\"https:\/\/oswego.eu\/2026\/08\/12\/bpo-mise-a-jour-2026\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">BPO<\/span><span><span class=\"ttl\">Ma\u00eetriser l&rsquo;externalisation BPO en 2026<\/span><span class=\"why\">Le guide strat\u00e9gique de l&rsquo;externalisation \u00e0 l&rsquo;heure de l&rsquo;IA.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><li><a href=\"https:\/\/oswego.eu\/2025\/01\/10\/les-systemes-dinformation-au-coeur-de-lexperience-client\/\" target=\"_blank\" rel=\"noopener\"><span class=\"cat\">Technologies<\/span><span><span class=\"ttl\">Les syst\u00e8mes d&rsquo;information au c\u0153ur de l&rsquo;exp\u00e9rience client<\/span><span class=\"why\">CRM, feedback management, solutions WFM&nbsp;: l&rsquo;IA au service du pilotage.<\/span><\/span><span class=\"go\">\u2198\ufe0e Lire<\/span><\/a><\/li><\/ul><\/div><\/section><\/div>\n\n\n\n<script type=\"application\/ld+json\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/oswego.eu\/workforce-management\/#webpage\",\"url\":\"https:\/\/oswego.eu\/workforce-management\/\",\"name\":\"Workforce Management (WFM) en centre de contact | OswegO\",\"description\":\"Pr\u00e9vision, dimensionnement, planification, pilotage : OswegO benchmarke vos pratiques WFM et chiffre leur impact sur vos co\u00fbts et votre qualit\u00e9 de 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