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			<pubDate><![CDATA[Wed, 20 May 2026 11:31:04 +0000]]></pubDate>
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			<pubDate><![CDATA[Wed, 20 May 2026 10:38:20 +0000]]></pubDate>
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			<title>Comment structurer un plan de montée en compétence sur un centre de contact en transformation ?</title>
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			<title>Avez-vous déjà mesuré le coût réel d’un mauvais dimensionnement WFM ?</title>
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			<title>IA générative en centre de contact — ce que les chiffres disent vraiment</title>
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			<title>EU AI Act et détection d’émotions — ce que ça change pour l’EMX</title>
			<pubDate><![CDATA[Mon, 18 May 2026 10:15:27 +0000]]></pubDate>
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			<title>Quelle maturité data minimum pour déployer l’EMX ?</title>
			<pubDate><![CDATA[Mon, 18 May 2026 10:14:46 +0000]]></pubDate>
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			<title>Voicebot ou callbot — où placer la frontière ?</title>
			<pubDate><![CDATA[Mon, 18 May 2026 10:13:58 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/2025/07/30/🚆-bruxelles-→-amsterdam/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/07/30/🚆-bruxelles-→-amsterdam/]]></link>
			<title>🚆 Bruxelles → Amsterdam </title>
			<pubDate><![CDATA[Wed, 30 Jul 2025 11:40:56 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/academy-cx/]]></guid>
			<link><![CDATA[https://oswego.eu/academy-cx/]]></link>
			<title>Academy de l’expérience client</title>
			<pubDate><![CDATA[Wed, 13 May 2026 16:09:58 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/upcp_product/bpo-les-bases-du-pilotage/]]></guid>
			<link><![CDATA[https://oswego.eu/upcp_product/bpo-les-bases-du-pilotage/]]></link>
			<title>BPO – Les bases du pilotage</title>
			<pubDate><![CDATA[Tue, 29 Jul 2025 15:36:09 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/forums/topic/comment-justifier-un-projet-wfm-devant-un-daf-qui-ne-connait-pas-le-sujet/]]></guid>
			<link><![CDATA[https://oswego.eu/forums/topic/comment-justifier-un-projet-wfm-devant-un-daf-qui-ne-connait-pas-le-sujet/]]></link>
			<title>Comment justifier un projet WFM devant un DAF qui ne connaît pas le sujet ?</title>
			<pubDate><![CDATA[Mon, 18 May 2026 10:13:07 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/2025/11/12/thierry-chamouton-leader-de-lexperience-client-et-inspirateur-de-loswego-academy-online/]]></guid>
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			<title>Thierry Chamouton, Leader de l’expérience client et inspirateur de l’OswegO Academy OnLine</title>
			<pubDate><![CDATA[Wed, 12 Nov 2025 00:00:00 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/bpo-wfm/]]></guid>
			<link><![CDATA[https://oswego.eu/bpo-wfm/]]></link>
			<title>BPO WFM</title>
			<pubDate><![CDATA[Tue, 02 Dec 2025 15:59:48 +0000]]></pubDate>
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			<guid><![CDATA[https://oswego.eu/oswego-au-maroc/]]></guid>
			<link><![CDATA[https://oswego.eu/oswego-au-maroc/]]></link>
			<title>OswegO au Maroc</title>
			<pubDate><![CDATA[Sun, 21 Sep 2025 13:32:36 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/oswegoaudit/]]></guid>
			<link><![CDATA[https://oswego.eu/oswegoaudit/]]></link>
			<title>OswegO Audit</title>
			<pubDate><![CDATA[Sun, 16 Nov 2025 12:50:12 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2025/09/08/🚆-innsbruck-→-florence-9-heures-3-trains-une-europe-a-traverser/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/09/08/🚆-innsbruck-→-florence-9-heures-3-trains-une-europe-a-traverser/]]></link>
			<title>🚆 Innsbruck → Florence : 9 heures, 3 trains, une Europe à traverser</title>
			<pubDate><![CDATA[Mon, 08 Sep 2025 08:13:47 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2024/12/21/wfm-la-face-economique-des-operations-client/]]></guid>
			<link><![CDATA[https://oswego.eu/2024/12/21/wfm-la-face-economique-des-operations-client/]]></link>
			<title>WFM &#8211; la face économique des opérations client</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 10:48:00 +0000]]></pubDate>
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			<link><![CDATA[https://oswego.eu/vault/medias/]]></link>
			<title>Vidéos &#038; Podcasts</title>
			<pubDate><![CDATA[Fri, 22 May 2026 12:33:01 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2025/08/19/🚉-amsterdam-→-berlin/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/08/19/🚉-amsterdam-→-berlin/]]></link>
			<title>🚉 Amsterdam → Berlin</title>
			<pubDate><![CDATA[Tue, 19 Aug 2025 09:04:17 +0000]]></pubDate>
		</item>
					<item>
			<guid><![CDATA[https://oswego.eu/2026/01/06/pourquoi-les-formats-courts-simposent-dans-la-montee-en-competence-des-managers-de-lexperience-client/]]></guid>
			<link><![CDATA[https://oswego.eu/2026/01/06/pourquoi-les-formats-courts-simposent-dans-la-montee-en-competence-des-managers-de-lexperience-client/]]></link>
			<title>Pourquoi les formats courts s’imposent dans la montée en compétence des managers de l’Expérience Client</title>
			<pubDate><![CDATA[Tue, 06 Jan 2026 11:27:41 +0000]]></pubDate>
		</item>
					<item>
			<guid><![CDATA[https://oswego.eu/2025/01/10/les-systemes-dinformation-au-coeur-de-lexperience-client/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/01/10/les-systemes-dinformation-au-coeur-de-lexperience-client/]]></link>
			<title>Les Systèmes d’Information au Cœur de l’Expérience Client</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 11:28:53 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2025/01/20/choisir-et-optimiser-une-plateforme-de-e-learning-pour-les-centres-de-contact/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/01/20/choisir-et-optimiser-une-plateforme-de-e-learning-pour-les-centres-de-contact/]]></link>
			<title>Choisir et Optimiser une Plateforme de E-Learning pour les Centres de Contact</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 11:21:55 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2025/02/09/cote-divoire-defis-et-opportunites-pour-batir-une-experience-client-de-classe-mondiale/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/02/09/cote-divoire-defis-et-opportunites-pour-batir-une-experience-client-de-classe-mondiale/]]></link>
			<title>Côte d’Ivoire : Défis et opportunités pour bâtir une expérience client de classe mondiale</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 11:09:09 +0000]]></pubDate>
		</item>
					<item>
			<guid><![CDATA[https://oswego.eu/2025/04/11/les-ressources-humaines-pilier-strategique-dans-les-centres-de-contact/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/04/11/les-ressources-humaines-pilier-strategique-dans-les-centres-de-contact/]]></link>
			<title>Les Ressources Humaines, Pilier Stratégique dans les Centres de Contact</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 11:06:41 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2025/08/09/berlin-carrefour-de-lhistoire-europeenne/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/08/09/berlin-carrefour-de-lhistoire-europeenne/]]></link>
			<title>Berlin, carrefour de l’Histoire européenne</title>
			<pubDate><![CDATA[Sat, 09 Aug 2025 08:54:00 +0000]]></pubDate>
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			<link><![CDATA[https://oswego.eu/2025/04/01/template-darticle-2/]]></link>
			<title>Externaliser ? le WFM ?</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 09:40:28 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/gestion-des-competences/]]></guid>
			<link><![CDATA[https://oswego.eu/gestion-des-competences/]]></link>
			<title>Gestion des compétences</title>
			<pubDate><![CDATA[Fri, 08 Aug 2025 10:49:37 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/academy/]]></guid>
			<link><![CDATA[https://oswego.eu/academy/]]></link>
			<title>Academy</title>
			<pubDate><![CDATA[Fri, 08 Aug 2025 10:46:43 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/workforce-management/]]></guid>
			<link><![CDATA[https://oswego.eu/workforce-management/]]></link>
			<title>Workforce management</title>
			<pubDate><![CDATA[Mon, 28 Jul 2025 09:16:27 +0000]]></pubDate>
		</item>
					<item>
			<guid><![CDATA[https://oswego.eu/2025/08/29/🚆-berlin-→-prague/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/08/29/🚆-berlin-→-prague/]]></link>
			<title>🚆 Berlin → Prague</title>
			<pubDate><![CDATA[Fri, 29 Aug 2025 09:34:10 +0000]]></pubDate>
		</item>
					<item>
			<guid><![CDATA[https://oswego.eu/2025/07/20/🚆-interrail-premiere-impression/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/07/20/🚆-interrail-premiere-impression/]]></link>
			<title>🚆 Interrail, première impression </title>
			<pubDate><![CDATA[Sun, 20 Jul 2025 11:17:22 +0000]]></pubDate>
		</item>
					<item>
			<guid><![CDATA[https://oswego.eu/2026/05/22/footprint-tout-reconsiderer/]]></guid>
			<link><![CDATA[https://oswego.eu/2026/05/22/footprint-tout-reconsiderer/]]></link>
			<title>Footprint : tout reconsidérer !</title>
			<pubDate><![CDATA[Fri, 22 May 2026 09:47:29 +0000]]></pubDate>
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					<item>
			<guid><![CDATA[https://oswego.eu/2025/07/25/amsterdam-ville-ou-lon-reste/]]></guid>
			<link><![CDATA[https://oswego.eu/2025/07/25/amsterdam-ville-ou-lon-reste/]]></link>
			<title>Amsterdam, ville où l’on reste</title>
			<pubDate><![CDATA[Fri, 25 Jul 2025 08:54:12 +0000]]></pubDate>
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			<link><![CDATA[https://oswego.eu/benchmark-wfm/]]></link>
			<title>benchmark-wfm</title>
			<pubDate><![CDATA[Fri, 22 May 2026 13:53:36 +0000]]></pubDate>
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