{"id":23026,"date":"2019-10-30T09:00:20","date_gmt":"2019-10-30T09:00:20","guid":{"rendered":"https:\/\/www.calabrio.com\/doc\/ccw-marktstudie-leistung-metriken-3\/"},"modified":"2025-07-11T15:55:45","modified_gmt":"2025-07-11T15:55:45","slug":"ccw-marktstudie-leistung-metriken-3","status":"publish","type":"doc","link":"https:\/\/www.calabrio.com\/de\/doc\/ccw-marktstudie-leistung-metriken-3\/","title":{"rendered":"CCW Marktstudie: Leistung &amp; Metriken"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_f6e496f162cad41098ae636ff28b777d\"\n\tstyle=\"background-color: #d2f3fa\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"background-color: #d2f3fa\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"\"\n\t\t\t\tclass=\"button-link-large !tracking-wider text-text-highlight-aaa flex flex-col md:flex-row items-center\n\t\t\t\tjustify-center gap-c\/s md:gap-c\/xs py-c\/s\"\n\t\t\t\tdata-aos=\"fade-down\"\n\t\t\t\t>\n\t\t\t\t<span\n\t\t\t\t\tclass=\"icon rounded-full flex items-center justify-center text-black [&#038;_svg]:w-[var(--Base-Grid-Grid-24)] [&#038;_svg]:h-[var(--Base-Grid-Grid-24)]\"\n\t\t\t\t\tstyle=\"color: #080F21;background-color: #EEF0F6\"\n\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\tWei\u00dfbuch &amp; Berichte\t\t\t<\/h3 >\n\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"Kurs-mittel text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tCCW-Marktstudie 2018: Leistung &amp; Metriken\t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg text-navy-40\"\n\t\t\t\tstyle=\"color: #344679\"\n\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t<p>Neue Studie \u00fcber die Schaffung einer &#8222;Leistungskultur&#8220; im Contact Center<\/p>\n<p>Es ist einfach, ein leistungsstarkes Contact Center zu erkennen. Achten Sie auf Kunden, die die ben\u00f6tigte Hilfe rechtzeitig erhalten, auf Agenten, die sich f\u00fcr ihre Arbeit engagieren, und auf Manager, die die im Contact Center gewonnenen Erkenntnisse nutzen, um effizienter zu arbeiten und die Kunden besser zu bedienen.<\/p>\n<p>Doch auch wenn wir wissen, was ein hervorragendes Contact Center ausmacht, ist es oft schwer zu wissen, was n\u00f6tig ist, um dieses Ziel zu erreichen.<\/p>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex flex-col md:flex-row gap-c\/m justify-center py-c\/m\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_f6e496f162cad41098ae636ff28b777d\"] {\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<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_f6e496f162cad41098ae636ff28b777d\"] {\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\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_17d885a0bd8769e4371dbada4325b300\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>In der CCW-Marktstudie 2018: Performance &amp; Metrics hat CCW Digital Fachleute aus den Bereichen Kundenerfahrung, Contact Center, Marketing, Kundenbetreuung, IT und Betrieb befragt, was sie tun, um ihre Leistungsziele f\u00fcr Contact Center zu erreichen &#8211; und welche Herausforderungen sie auf dem Weg dahin bew\u00e4ltigen m\u00fcssen.<\/p>\n<p>Lesen Sie den Bericht, um mehr zu erfahren:<\/p>\n<ul>\n<li>Welche Leistungsmetriken f\u00fcr die heutigen Kontaktzentren vorrangig sind &#8211; und welche wichtigen Messungen oft \u00fcbersehen werden<\/li>\n<li>Wo Sie die h\u00e4ufigsten Leistungsengp\u00e4sse finden, die die Fluktuation der Mitarbeiter erh\u00f6hen und die Kundenerfahrung beeintr\u00e4chtigen<\/li>\n<li>Warum die Reduzierung des Kundenaufwands in diesem Jahr das Ziel Nr. 1 im Bereich Kundenerfahrung ist und wie Contact Center-Leiter dieses Ziel erreichen wollen<\/li>\n<li>Wie Automatisierung und k\u00fcnstliche Intelligenz die Leistung in Ihrem Contact Center verbessern k\u00f6nnen<br \/>Au\u00dferdem erhalten Sie einen Praxisleitfaden mit Fallstudien zur Kundenerfahrung, Expertentipps und praktischen \u00dcbungen, mit denen Sie die Leistung Ihres Contact Centers verbessern k\u00f6nnen.<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div data-aos=\"fade-up\">\t<a\t\tclass=\"w-fit pl-0 !button-link-small btn-tertiary btn-tertiary--left-align \"\n\t\t href=\"https:\/\/www.calabrio.com\/products\/calabrio-analytics\/\" title=\"Learn more\" aria-label=\"Learn more\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore \"  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\">Learn more<\/span>\n\t<\/a>\n<\/div>\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/10\/calabrio-ccw-performance-metrics-report-2018-cover-451x526-266x266-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/10\/calabrio-ccw-performance-metrics-report-2018-cover-451x526-266x266-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/10\/calabrio-ccw-performance-metrics-report-2018-cover-451x526-266x266-1.png 600w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/10\/calabrio-ccw-performance-metrics-report-2018-cover-451x526-266x266-1-300x300.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2019\/10\/calabrio-ccw-performance-metrics-report-2018-cover-451x526-266x266-1-150x150.png 150w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Zum vorherigen Karussell-Dia wechseln<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Zum n\u00e4chsten Karussell-Dia wechseln<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_17d885a0bd8769e4371dbada4325b300\"] {\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","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":20135,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"doc-category":[],"class_list":["post-23026","doc","type-doc","status-publish","has-post-thumbnail","hentry"],"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>CCW Marktstudie: Leistung &amp; 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