{"id":11482,"date":"2016-09-21T11:55:48","date_gmt":"2016-09-21T11:55:48","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/wie-die-analysetechnologie-das-contact-center-veraendert"},"modified":"2025-09-02T06:00:10","modified_gmt":"2025-09-02T06:00:10","slug":"wie-die-analysetechnologie-das-contact-center-veraendert","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/de\/blog\/wie-die-analysetechnologie-das-contact-center-veraendert\/","title":{"rendered":"Wie die Analysetechnologie das Contact Center ver\u00e4ndert"},"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_f6b71a251a3f6f70b1c58b26b4cb5cf8\"\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\">Analytik <\/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\">Wie die Analysetechnologie das Contact Center ver\u00e4ndert<\/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_f6b71a251a3f6f70b1c58b26b4cb5cf8\"] {\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%2Fwie-die-analysetechnologie-das-contact-center-veraendert%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%2Fwie-die-analysetechnologie-das-contact-center-veraendert%2F&#038;text=Wie die Analysetechnologie das Contact Center ver\u00e4ndert\"\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%2Fwie-die-analysetechnologie-das-contact-center-veraendert%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>Das Contact Center als Gewinnbringer taucht immer wieder auf den Listen der wichtigsten Gesch\u00e4ftstrends f\u00fcr 2016 auf. Umfragen zeigen, dass 3 von 4 Unternehmen das Contact Center heute als wichtiges Unterscheidungsmerkmal betrachten und nicht mehr nur als Kostenstelle. Trotz dieser gro\u00dfen Worte gelingt es den meisten Unternehmen nur unzureichend, den gesch\u00e4ftlichen Nutzen aus ihren Contact Centern zu ziehen.<\/p>\n<p>Im letzten Jahr wurden in den US-Kontaktzentren mehr als 200 Milliarden Minuten an eingehenden Anrufen gez\u00e4hlt. Das sind mehr als 200 Milliarden Minuten, in denen Ihre Kunden Ihnen sagen, wer sie sind und was sie wollen. Dennoch analysiert das durchschnittliche Unternehmen gerade einmal 2 % dieser Interaktionen &#8211; und die meisten dieser Analysen haben ein reaktives, korrigierendes Ziel.<\/p>\n<p><strong>Warum lassen so viele Unternehmen ihre Kundenstimmen einfach im Regal liegen, anstatt diese Daten zu nutzen, um proaktive Ver\u00e4nderungen voranzutreiben?  <\/strong><\/p>\n<p>Denn den meisten fehlen die Werkzeuge, um die gesammelten Daten zu erfassen und zu nutzen &#8211; und viele wissen nicht einmal, dass es diese M\u00f6glichkeiten gibt. Zus\u00e4tzlich zu der geringen Datenerfassung verf\u00fcgt fast die H\u00e4lfte aller Unternehmen (40 %) \u00fcber keine Analysefunktionen f\u00fcr Contact Center. Genauso schlimm: 52% der Kontaktzentren teilen ihre Kundeninformationen nicht mit dem Rest des Unternehmens.<\/p>\n<p>Zum Gl\u00fcck bieten neue Technologien jetzt intuitive Funktionen, um die Macht dieser Kundenstimmen zu nutzen.<\/p>\n<p>F\u00fchrende Unternehmen nutzen diese integrierten Analysel\u00f6sungen, um alle Kundeninteraktionen zu erfassen, diese Konversationen in hochgradig verwertbare Daten umzuwandeln und intelligente Analysen anzuwenden, um aussagekr\u00e4ftige Erkenntnisse zu gewinnen. Und sie nutzen diese Erkenntnisse nicht nur, um unzufriedene Kunden zu beruhigen, sondern auch, um diese Erkenntnisse mit den wichtigsten Zielen und Ergebnissen im gesamten Unternehmen in Einklang zu bringen.<\/p>\n<p>Im Folgenden finden Sie einige Beispiele daf\u00fcr, wie f\u00fchrende Unternehmen die Analyse von Kundeninteraktionen nutzen, um ihre Kontaktzentren zu einem Gewinnbringer f\u00fcr ihre Organisation zu machen:<\/p>\n<ul>\n<li>Sie machen ihre Agenten intelligenter, um die Interaktionen zu verbessern.<\/li>\n<li>Sie vermitteln dem Vertrieb ein unsch\u00e4tzbares Verst\u00e4ndnis f\u00fcr die W\u00fcnsche seiner Kunden.<\/li>\n<li>Sie verfeinern ihre Marketingbem\u00fchungen, um mehr f\u00fcr ihr Geld zu bekommen.<\/li>\n<li>Sie steigern die Effizienz, erh\u00f6hen die Kundenbindung, beschleunigen den Verkauf und schaffen neue Umsatzm\u00f6glichkeiten.<\/li>\n<\/ul>\n<p>Ihre Kunden sprechen. H\u00f6ren Sie zu?<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">Erfahren Sie in diesem kostenlosen Whitepaper mehr dar\u00fcber, wie Sie Ihr Kontaktzentrum in eine Drehscheibe f\u00fcr Kundeninformationen verwandeln k\u00f6nnen.<\/a><\/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":203,"featured_media":5834,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[35],"tags":[],"blog-languages":[],"class_list":["post-11482","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-de"],"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>Wie die Analysetechnologie das Contact 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