{"id":27619,"date":"2025-01-27T12:10:26","date_gmt":"2025-01-27T12:10:26","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/casestudie-finse-belastingdienst\/"},"modified":"2025-09-04T03:25:59","modified_gmt":"2025-09-04T03:25:59","slug":"casestudie-finnish-tax-administration","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/nl\/case-study\/casestudie-finnish-tax-administration\/","title":{"rendered":"Casestudie Finnish Tax"},"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_ae560018e1d7782244c24f56945479b0\"\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\tFinnish Tax geeft back-office werkzaamheden frontline finesse met Calabrio WFM\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>10-20% Daling van back-office backlog<\/li>\n<li>3.500 Back-office medewerkers gemakkelijk in te plannen<\/li>\n<li>Juiste prioritering van werktaken<\/li>\n<li>Gelukkigere, productievere back-officemedewerkers<\/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-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\/Tax.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax.jpg 1752w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Tax-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_ae560018e1d7782244c24f56945479b0\"] {\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\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_28ea9aa60646993cbf8f397e728c0af6\"\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-medium text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tFrontlinie-technologie toepassen op de backoffice om een eeuwenoud probleem met resource management op te lossen en een superieure CX, effici\u00ebnte activiteiten en boeiende werkomgeving te realiseren.\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_28ea9aa60646993cbf8f397e728c0af6\"] {\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: 80px !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<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_28ea9aa60646993cbf8f397e728c0af6\"] {\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: 80px !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\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_808757aa4d540c9bee3d78169d52534c\"\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&quot;Bijna elke organisatie heeft back-office medewerkers &#8211; niet-telefonisten &#8211; die de diepere zaken onderzoeken en afhandelen die voortkomen uit de dagelijkse klantenserviceactiviteiten. Het is een ongelofelijk moeilijk element om te operationaliseren, omdat er zoveel meer verschillende soorten werknemers en activiteiten zijn dan frontliniewerkzaamheden. Maar Calabrio WFM werkt hier geweldig voor!&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\/tex_quote-1024x1024-1.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-300x300.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-150x150.png 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-768x768.png 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/tex_quote-1024x1024-1-600x600.png 600w\" 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\tAnniina Laisti\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\tService-eigenaar\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_808757aa4d540c9bee3d78169d52534c\"] {\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> \n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_cd60dc471f14c00024be0ce5ad51d630\"\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\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\tUitdaging\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>In 2023 beschouwden de leiders van het contactcenter bij de Finnish Tax hun backoffice-activiteiten als een virtueel zwart gat van informatie.<\/p>\n<p>Op een willekeurige dag wisten ze nooit precies wat er gebeurde. Ze wisten nooit aan welke zaken werknemers werkten. Geen enkele geautomatiseerde technologie vergemakkelijkte de planning en werkverdeling voor de 3500 back-office contactcentermedewerkers die 525 verschillende functies vervulden. En hoewel toegewijde medewerkers hun best deden om alle binnenkomende zaken handmatig te verwerken met behulp van spreadsheets en pure kracht, was de aanpak niet snel of effici\u00ebnt en het droeg niet bij aan de tevredenheid of het moreel van hun werknemers.<\/p>\n<p>Leiders hadden een manier nodig om de effici\u00ebntie van de backofficeactiviteiten van de belastingdienst te verbeteren en tegelijkertijd de werknemers die er werkten de flexibele roosters en een betere balans tussen werk en priv\u00e9 te geven die ze verdienden.<\/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_613147934-e1735913414627.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627.jpeg 5461w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-300x300.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-1024x1024.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-150x150.jpeg 150w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-768x768.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-1536x1536.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-600x600.jpeg 600w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_613147934-e1735913414627-2048x2048.jpeg 2048w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\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>Nadat ze met eigen ogen hadden gezien hoe veel effici\u00ebnter en effectiever Calabrio Workforce Management (WFM) frontline forecasting en scheduling taken kon maken, besloten de leiders van het contact center bij de Finnish Tax om Calabrio WFM de nieuwe technologische ruggengraat te maken van hun back-office resource planning activiteiten.<br \/>\n<br \/>Nu stuurt Calabrio WFM alle back-office activiteiten voor de belastingdienst aan, inclusief alle prognoses, planning, kanaalplanning en belastingtaken. Real-time werkplannen maken back-office werk minder chaotisch omdat ze medewerkers informeren welk werk ze moeten afronden en wanneer ze dat moeten doen, omdat ze de unieke werkcompetenties van elke medewerker optimaal benutten en omdat ze rekening houden met de specifieke verzoeken en feedback van elke medewerker.<br \/>\n<br \/>Bovendien kunnen managers met Calabrio WFM nu werknemers inplannen voor meer fijnmazige tijdssegmenten in plaats van voor lange diensten van acht uur. En agenten kunnen de zelfbedieningsplanningsmiddelen van Calabrio WFM gebruiken.<\/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_603336535.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535.jpeg 8192w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_603336535-1536x1025.jpeg 1536w\" 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_cd60dc471f14c00024be0ce5ad51d630\"] {\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\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<h2 class=\"wp-block-heading\" id=\"h-resultaat\">Resultaat<\/h2>\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-67e09089956864f8e842e9928d17e509\" style=\"color:#344679\">Door Calabrio WFM te gebruiken om de juiste prioriteiten te stellen en sneller te reageren op vragen van belastingbetalers, levert de Finnish Tax een betere, superieure klantervaring (CX) dan voorheen.<\/p>\n<\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:15px\" 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-075b09ae393d880f5b04a838ec79858b\" style=\"color:#344679\">Back-office medewerkers zijn nu productiever en voelen zich sterker omdat hun back-office achterstand 10-20% kleiner is dan voorheen, ze dagelijkse volumeveranderingen (en de onvermijdelijke schommelingen door drukke belastingseizoenen) gemakkelijk aankunnen en iedereen precies weet welk werk op welk moment prioriteit heeft.<\/p>\n<\/div>\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_90288d93c45814cb3ead4c4db76f0b34\"\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>Back-office managers hebben veel meer vertrouwen &#8211; en veel minder problemen &#8211; omdat ze werknemers en activiteiten gemakkelijk en optimaal kunnen toewijzen en omdat ze weten dat zelfs unieke back-office taken op de juiste manier en in de juiste volgorde worden uitgevoerd.<br \/>\n<br \/>En back-office managers besteden hun tijd nu aan het leiden, ondersteunen en coachen van back-office medewerkers in plaats van het handmatig plannen van het werk dat gedaan moet worden.<br \/>\n<br \/>Maar leiders bij de Finnish Tax weten dat hun CX nog beter kan. En daarom hebben ze zichzelf een agressief doel gesteld om hun gemiddelde oplostijd binnen vijf jaar met 50% te verminderen &#8211; een doel waarvan ze overtuigd zijn dat ze dat met de hulp van Calabrio WFM zullen halen.<\/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_90288d93c45814cb3ead4c4db76f0b34\"] {\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\t\tpadding-bottom: 96px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/div>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Resultaat Door Calabrio WFM te gebruiken om de juiste prioriteiten te stellen en sneller te reageren op vragen van belastingbetalers, levert de Finnish Tax een betere, superieure klantervaring (CX) dan voorheen. Back-office medewerkers zijn nu productiever en voelen zich sterker omdat hun back-office achterstand 10-20% kleiner is dan voorheen, ze dagelijkse volumeveranderingen (en de onvermijdelijke [&hellip;]<\/p>\n","protected":false},"featured_media":27622,"template":"","meta":{"_acf_changed":false,"om_disable_all_campaigns":false},"case-study-category":[703],"case-study-industry":[722],"class_list":["post-27619","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-wfm-nl","case-study-industry-regering"],"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>Finnish Tax geeft back-office werkzaamheden frontline finesse met Calabrio WFM<\/title>\n<meta name=\"description\" content=\"Door het gebruik van Calabrio WFM levert de Finnish Tax een betere, superieure klantervaring (CX) dan voorheen.\" \/>\n<meta name=\"robots\" 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