{"id":27610,"date":"2025-01-28T04:17:56","date_gmt":"2025-01-28T04:17:56","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/jf-medier\/"},"modified":"2025-04-11T08:09:43","modified_gmt":"2025-04-11T08:09:43","slug":"jf-medier","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/nl\/case-study\/jf-medier\/","title":{"rendered":"JF Medier"},"content":{"rendered":"\n\t<section\n\t\tid=\"\"\n\t\tclass=\"secondary-hero relative\"\n\t\tstyle=\"background: #fff\"\n\t\tdata-theme-block-id=\"block_a3f9513bd80b5567932bd00b9f65f181\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"container !px-0 overflow-hidden\">\n\t\t\t\t\t\t\t<div class=\"py-c\/xs px-c\/xl mb-c\/l md:block\">\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\t\t\t<div class=\"flex flex-col-reverse lg:flex-row lg:items-center\">\n\t\t\t\t\t\t\t\t\t<div class=\"max-lg:container lg:w-1\/2 md:px-l\/xxl lg:pl-c\/xl lg:pr-c\/l xl:pl-page-margin xl:pr-l\/m\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:max-w-[536px]\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"flex items-center gap-c\/s pt-c\/s subhead-small mb-c\/l\">\n\t\t\t\t\t\t\t\t\t<span class=\"relative -top-px flex w-[18px] h-[18px] rounded-full bg-background-secondary\"><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<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"uppercase font-bold\" style=\"color: #0530A8\">Case Study<\/span>\n\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\" class=\"heading-medium -tracking-[0.12px] mb-c\/m xl:-tracking-[0.24px]\">\n\t\t\t\t\t\t\t\t\tJF Medier verbetert effici\u00ebntie van druk, veelzijdig contactcentrum drastisch\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg lg:line-clamp-none\" style=\"color: #344679\">\n\t\t\t\t\t\t\t\t\t<ul>\n<li>2-3% prognosenauwkeurigheid + of &#8211; ten opzichte van actuals<\/li>\n<li>25-30% meer actieve telefoontijd<\/li>\n<li>80% van de oproepen binnen 60 seconden beantwoord<\/li>\n<li>7% gemiddeld verlatingspercentage<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary w-full body-small md:w-fit\"\n\t\t href=\"https:\/\/info.calabrio.com\/l\/134381\/2021-03-26\/5ytsdx\/134381\/1616755938bLPA9zZJ\/CS_JyskFynskeMedier_0121.pdf?_gl=1*1iooesl*_gcl_au*MTMzNTEzMDUwOS4xNzM4MDUwMTY4*_ga*OTI5OTg4NTkxLjE3MzgwNTAxNjg.*_ga_T3T41458L3*MTczODA1MTY1OS4zLjEuMTczODA1MTcyNC42MC4wLjA.\" title=\"Downloaden als PDF\" aria-label=\"Downloaden als PDF\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\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<\/span>\n\t\t\t\t\t<span class=\"button__text\">Downloaden als PDF<\/span>\n\t<\/a>\n\t<a\t\tclass=\"btn-tertiary body-small w-fit text-text-primary-aaa py-c\/s\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/boek-een-demo\/\" title=\"Boek een demo\" aria-label=\"Boek een demo\" 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\">Boek een demo<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"secondary-hero__image relative z-10 mb-c\/xl lg:mb-c\/xxl lg:w-1\/2\">\n\t\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\trelative aspect-[393\/320] md:aspect-[720\/463] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624.jpg 1038w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624-600x400.jpg 600w\" alt=\"\" ><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_a3f9513bd80b5567932bd00b9f65f181\"] {\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<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_1dadd6fcd17ea9f53fe4a3637e6e6643\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\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\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"rubriek-groot text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tGeautomatiseerde, ge\u00efntegreerde WFM verhoogt de productiviteit van planners, managers en agenten aanzienlijk\t\t<\/h2 >\n\t\t\n\t\t\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_1dadd6fcd17ea9f53fe4a3637e6e6643\"] {\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_1dadd6fcd17ea9f53fe4a3637e6e6643\"] {\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<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h3 class=\"wp-block-heading\">Uitdaging<\/h3>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-color has-link-color wp-elements-e97e2b76a2229ac952f87ed7ffd8c073\" style=\"color:#344679\">Aangezien het klantenserviceteam van Jysk Fynske (JF) Medier actief is op zeven verschillende werkterreinen, is elke agent veelzijdig geschoold, waarbij de meerderheid op alle zeven gebieden geschoold is. Het drukke abonnementsteam verwerkt 30.000 telefoontjes en 5.000 tot 6.000 e-mails per maand, naast het verwerken van 1.500 tot 2.000 bestellingen die elke maand door de afdeling outbound telemarketing worden gegenereerd.<\/p>\n<\/div>\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_dcdb83c13395dbf78278e296fc0f08bd\"\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 md:flex-row-reverse\">\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:py-l\/m xl:pr-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>Ondanks de drukke, veelzijdige activiteiten voerde het plannings- en managementteam van JF Medier alle processen voor personeelsbeheer (WFM) nog steeds handmatig uit. Prognoses werden bijvoorbeeld gemaakt op basis van &#8220;onderbuikgevoelens&#8221; &#8211; niet door historische gegevens te gebruiken om een nauwkeurig inzicht te krijgen in de waarschijnlijke hoeveelheid potentieel inkomend volume. Bovendien besteedde de resourceplanner elke dag minstens 1 tot 2 uur aan het plannen van diensten voor de volgende dag, waarbij hij bij wijzigingen weer helemaal opnieuw moest beginnen. En managers vonden het bijna onmogelijk om de naleving of doeltreffendheid van hun agenten op te volgen omdat er een extreme kloof was tussen het telefoonsysteem van het contactcentrum en de Excel-gebaseerde planningen van de agenten: tegen de tijd dat teammanagers klaar waren om de gegevens, die uren van hard, handmatig werk vergden om samen te stellen, te gebruiken in \u00e9\u00e9n-op-\u00e9\u00e9n gesprekken, waren de cijfers al irrelevant en verouderd.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\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\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" 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\">Move to previous carousel slide<\/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\">Move to next carousel slide<\/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_dcdb83c13395dbf78278e296fc0f08bd\"] {\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\tpadding-top: aangepastepx !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: aangepastepx !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-color has-link-color wp-elements-ffca0b33dec58b4e7281162892335964\" style=\"color:#344679\">De leiders wisten dat ze hun handmatige WFM-processen moesten automatiseren op een manier die de roosters van de agenten integreerde met het telefoonsysteem van het contactcentrum en die de angst van de agenten verminderde dat ze hun autonomie zouden verliezen of het vermogen om onafhankelijke beslissingen te nemen.<\/p>\n<\/div><\/div>\n<\/div><\/div>\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_d95d064aa4816a49aa65bf0b51385087\"\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\t\t\t\t<h3\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tOplossing\t\t\t<\/h3>\n\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>JF Medier integreerde al zijn communicatiesystemen met een geautomatiseerd WFM-platform, Calabrio WFM, dat planners geavanceerde prognose- en planningsmogelijkheden biedt, zoals intraday management.<br \/>\n<br \/>Bovendien stelt Calabrio&#8217;s self-service portal agenten in staat om overal verlof aan te vragen &#8211; en onmiddellijk antwoord te krijgen &#8211; en hun eigen KPI&#8217;s te bekijken, die ze van uur tot uur of met intervallen van 15 minuten kunnen volgen.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\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\/2025\/01\/AdobeStock_1061484817-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-1536x1024.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-2048x1365.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_1061484817-600x400.jpeg 600w\" 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\">Move to previous carousel slide<\/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\">Move to next carousel slide<\/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_d95d064aa4816a49aa65bf0b51385087\"] {\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\tpadding-top: aangepastepx !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: aangepastepx !important;\n\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\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\n\t<section\n\t\tid=\"\"\n\t\tclass=\"p-l\/xs\"\n\t\tstyle=\"background-color: #D2F3FA;\"\n\t\tdata-theme-block-id=\"block_d1deea03e46256e1075c066b411b71e3\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t\t\t\t<div class=\"body-medium lg:body-xl pb-c\/l pr-c\/l\" style=\"color: #080F21;\">\n\t\t\t\t[V\u00f3\u00f3r Calabrio WFM hadden we niet de kans om in de toekomst te kijken en iets intelligents te bedenken over hoeveel telefoontjes we zouden krijgen. Alles werd gedaan op basis van ervaring en wat we dachten en voelden, [zonder] feitelijke statistieken om te zeggen &#039;dit is het juiste om te doen&#039;.&quot;\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex w-full py-c\/l gap-c\/l items-center border-t-thin border-stroke-primary\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square w-12 h-12 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img rounded-full\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Frame-7.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Frame-7.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Frame-7.png 192w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Frame-7-150x150.png 150w\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"flex flex-col gap-c\/xs\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"body-medium\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\tJeppe Uhre Havgaard Bjerrum &#8211; De\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"body-small\" style=\"color: #344679;\">\n\t\t\t\t\t\t\tManager abonnementen en klantenservice &#8211; Jysk Fynske Medier\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_d1deea03e46256e1075c066b411b71e3\"] {\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\t<\/div>\n\t\n\n\n\t<\/div> <div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h3 class=\"wp-block-heading\">Resultaat<\/h3>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-color has-link-color wp-elements-53fe06473a9a0797630c3bf3ffca5f94\" style=\"color:#344679\">De planners van JF Medier ontwikkelen nu zeer nauwkeurige voorspellingen die binnen 2-3% van de werkelijke volumes vallen (plus of min), en soms 100% correct zijn. Ze zien een veel groter effect in het werk dat ze doen en hebben het gevoel dat ze nu een grotere impact kunnen hebben op de effectiviteit van elke dag. Bovendien hebben managers en teamleiders onmiddellijk toegang tot de realtime planningen, rapporten en informatie die ze nodig hebben om de competenties van elke agent te begrijpen en effici\u00ebnte, effectieve een-op-een gesprekken te voeren.<\/p>\n<\/div>\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_c28641c56ad2599a333ab9fd751beece\"\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 md:flex-row-reverse\">\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:py-l\/m xl:pr-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>Met meer flexibiliteit en de mogelijkheid om overal zelf aan allerlei behoeften te voldoen &#8211; duidelijkheid krijgen over wat ze moeten doen, KPI-rapporten bekijken, vrije tijd aanvragen, enzovoort &#8211; zijn agenten productiever geworden en hebben ze meer verantwoordelijkheid genomen voor hun individuele en teamprestaties. In slechts de eerste week nadat Calabrio in gebruik was genomen, werden agenten al snel productiever en verhoogden ze het aantal uren dat ze aan de telefoon besteedden met 25-30%. Binnen slechts twee maanden beantwoordden agenten 80% van de oproepen binnen 60 seconden, waarmee ze voldeden aan het serviceniveau dat voor hen was vastgesteld (op sommige dagen werd het doel zelfs overtroffen door 95% van de oproepen binnen 60 seconden te beantwoorden). Ze bereikten ook een gemiddeld verlatingspercentage van slechts 7%, waarmee ze het gestelde doel van 10% verlatingspercentage overtroffen.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\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\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" 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\">Move to previous carousel slide<\/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\">Move to next carousel slide<\/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_c28641c56ad2599a333ab9fd751beece\"] {\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\tpadding-top: aangepastepx !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: aangepastepx !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p class=\"has-text-color has-link-color wp-elements-46b41c16e162c13c17066a1753d02c63\" style=\"color:#344679\">Agenten zijn ook aanzienlijk meer betrokken, wat aansluit bij de uitgebreide inspanningen van JF Medier om de tevredenheid van alle medewerkers te bevorderen. Daarom houdt het bedrijf twee keer per jaar enqu\u00eates over de betrokkenheid van werknemers en organiseert het academies om werknemers te helpen betere manieren te vinden om te communiceren en te slagen in hun werk.<\/p>\n<\/div><\/div>\n<\/div><\/div><div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:80px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Uitdaging Aangezien het klantenserviceteam van Jysk Fynske (JF) Medier actief is op zeven verschillende werkterreinen, is elke agent veelzijdig geschoold, waarbij de meerderheid op alle zeven gebieden geschoold is. Het drukke abonnementsteam verwerkt 30.000 telefoontjes en 5.000 tot 6.000 e-mails per maand, naast het verwerken van 1.500 tot 2.000 bestellingen die elke maand door de [&hellip;]<\/p>\n","protected":false},"featured_media":27609,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"case-study-category":[703],"case-study-industry":[650],"class_list":["post-27610","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-wfm-nl","case-study-industry-telecommunicatie"],"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>JF Medier verbetert effici\u00ebntie van druk, veelzijdig contactcentrum aanzienlijk | Calabrio<\/title>\n<meta name=\"description\" content=\"Calabrio JF Medier verbetert de effici\u00ebntie van drukke en veelzijdige contactcenters aanzienlijk Casestudies en getuigenissen\" 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