{"id":11430,"date":"2016-02-24T08:25:32","date_gmt":"2016-02-24T08:25:32","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/die-kundenerfahrung-staerker-in-den-fokus-ruecken"},"modified":"2025-02-20T22:03:33","modified_gmt":"2025-02-20T22:03:33","slug":"die-kundenerfahrung-staerker-in-den-fokus-ruecken","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/de\/blog\/die-kundenerfahrung-staerker-in-den-fokus-ruecken\/","title":{"rendered":"Die Kundenerfahrung st\u00e4rker in den Fokus r\u00fccken"},"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_223e0a5373c98f269bc9ed84ea4513d3\"\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\">Customer Experience <\/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\">Die Kundenerfahrung st\u00e4rker in den Fokus r\u00fccken<\/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_223e0a5373c98f269bc9ed84ea4513d3\"] {\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%2Fde%2Fblog%2Fdie-kundenerfahrung-staerker-in-den-fokus-ruecken%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%2Fde%2Fblog%2Fdie-kundenerfahrung-staerker-in-den-fokus-ruecken%2F&#038;text=Die Kundenerfahrung st\u00e4rker in den Fokus r\u00fccken\"\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%2Fde%2Fblog%2Fdie-kundenerfahrung-staerker-in-den-fokus-ruecken%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<\/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=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Letzten Monat hat John Travis, Marketing-Vizepr\u00e4sident von Adobe, <a href=\"https:\/\/www.cmo.com\/articles\/2016\/1\/22\/customer-experience-is-the-sun-among-digital-trends-for-2016.html\" target=\"_blank\" rel=\"noopener noreferrer\">Einblicke<\/a> in den Adobe-Bericht &#8222;Digitale Trends 2016&#8220; gegeben und erkl\u00e4rt, welche M\u00f6glichkeiten Unternehmen in diesem Jahr am meisten erwarten. Die h\u00e4ufigste Antwort? Kundenerlebnis.<\/p>\n<p>&#8222;Im Jahr 2014 wurde es zu einer der wichtigsten Priorit\u00e4ten f\u00fcr Vermarkter. Im Jahr 2015 gewann es an Schwung. Jetzt, im Jahr 2016, ist es so wichtig, dass es andere Priorit\u00e4ten in seine Umlaufbahn zieht&#8220;, erkl\u00e4rt Travis und zieht Parallelen zwischen Kundenerfahrung und der Sonne.<\/p>\n<p>Aber wenn dieser aufkeimende Bereich wirklich das Zentrum des metaphorischen Sonnensystems eines Unternehmens ist, dann ist das Contact Center das leistungsstarke Teleskop, durch das die C-Suite den Blick darauf richten kann.<\/p>\n<h2>Fokus auf das Kundenerlebnis<\/h2>\n<p>Wie bei einem Teleskop haben sich die Grundstruktur und die Funktionalit\u00e4t des Contact Centers seit seiner Gr\u00fcndung nicht sehr ver\u00e4ndert: Ein Kunde ruft an (oder schreibt eine E-Mail oder startet einen Chat), ein Mitarbeiter antwortet, es findet ein Austausch statt, und dann geht es weiter mit dem n\u00e4chsten Anruf.<\/p>\n<p>F\u00fcr sich genommen ist diese eine Interaktion vielleicht nicht so n\u00fctzlich f\u00fcr die Entwicklung der Unternehmensstrategie, aber multipliziert man sie mit ein paar hundert Mal am Tag, 365 Tage im Jahr, ergibt sich eine betr\u00e4chtliche Menge an quantifizierbaren Daten. Calabrio hilft Unternehmen, diese Linse zu fokussieren.<\/p>\n<p>W\u00e4hrend eines 12-monatigen Zeitraums zwischen 2014 und 2015 hat Calabrio mehr als eine Milliarde Anrufe aufgezeichnet. Das ist eine beachtliche Anzahl von Anrufen und eine beachtliche Menge an Macht, wenn es darum geht zu untersuchen, wie Ihre Kunden mit Ihnen interagieren &#8211; und das geht \u00fcber die \u00fcblichen Marketing- und Vertriebskan\u00e4le hinaus. Das blo\u00dfe Sammeln und Speichern von Daten ist jedoch ungef\u00e4hr so n\u00fctzlich wie das Ausrichten Ihres Teleskops auf den Boden. Um diese Informationen in die Tat umsetzen zu k\u00f6nnen, m\u00fcssen Unternehmen \u00fcber die richtige Technologie verf\u00fcgen.<\/p>\n<p>F\u00fcr Contact Center kann diese Technologie alles umfassen, von Omnichannel-Aufzeichnungs- und Analysetools bis hin zu Workforce Management (WFM)-L\u00f6sungen oder &#8211; noch besser &#8211; <a href=\"https:\/\/www.calabrio.com\/de\/produkte\/calabrio-eins\/\">Calabrio ONE<\/a>, eine umfassende Software-Suite, die alles oben Genannte abdeckt.<\/p>\n<p>Mit diesen Technologien k\u00f6nnen Unternehmen Daten in Echtzeit sortieren und analysieren und so eindeutige Trends aufdecken. Mit diesen Informationen k\u00f6nnen Unternehmen sowohl Fragen stellen als auch beantworten, um Entscheidungen zu treffen, die das Kundenerlebnis verbessern. Warum nehmen Ihre Kunden Kontakt mit Ihnen auf? Sind sie frustriert oder zufrieden? M\u00fcssen sie mehrmals Kontakt aufnehmen, und wenn ja, warum? Dies sind nur einige Beispiele aus einer unendlichen Liste von M\u00f6glichkeiten, und jedes Unternehmen kann die von Calabrio ONE gewonnenen Erkenntnisse in ma\u00dfgeschneiderte, empirische, kundenbewusste Gesch\u00e4ftsver\u00e4nderungen umsetzen.<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/calabrio-leader-gartners-magic-quadrant\/\">Erfahren Sie mehr<\/a> dar\u00fcber, wie Sie Ihr Contact Center besser nutzen k\u00f6nnen, um das Kundenerlebnis zu verbessern.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":269,"featured_media":5966,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[154],"tags":[131,134],"blog-languages":[],"class_list":["post-11430","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-calabrio-news","tag-customer-experience-insights"],"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>Die Kundenerfahrung st\u00e4rker in den Fokus r\u00fccken | Calabrio<\/title>\n<meta name=\"description\" content=\"Das Kundenerlebnis hat f\u00fcr Unternehmen im Jahr 2016 oberste Priorit\u00e4t und verlangt Respekt.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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