{"id":27640,"date":"2025-01-27T06:05:38","date_gmt":"2025-01-27T06:05:38","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/casestudie-cega-groep\/"},"modified":"2025-09-04T03:28:14","modified_gmt":"2025-09-04T03:28:14","slug":"casestudie-cega-group","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/nl\/case-study\/casestudie-cega-group\/","title":{"rendered":"Casestudie CEGA Group"},"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_c9bf94cb93b7b87a8254cebe71b54ba4\"\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\tCEGA Group gebruikt geautomatiseerde WFM voor slimmere planning van contactcentra\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>Snellere, effici\u00ebntere roosterprocessen<\/li>\n<li>Slimmere voorspellingen en paraatheid<\/li>\n<li>Meer mondige werknemers\n<div class=\"wpb_row vc_row vc_row-fluid jupiter-donut- mk-fullwidth-true attched-false vc_custom_1611832192635 js-master-row mk-in-viewport\" data-mk-full-width=\"true\" data-mk-full-width-init=\"true\">\n<div class=\"mk-grid\"><\/div>\n<\/div>\n<\/li>\n<li>Hogere betrokkenheid van agenten<\/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\/2021-10-28\/6dxfcg\/134381\/1635428249YjpU9McP\/CS_Cummins_0721_Final.pdf?_gl=1*tm92vv*_ga*MzMxNTI2MjYzLjE3MjgzNTk5OTc.*_ga_T3T41458L3*MTczNzU1NzMwNS4zMy4xLjE3Mzc1NTc0ODEuMzguMC4w*_gcl_au*ODY1OTg2Njk0LjE3MzYzMTUyNzE.\" 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_566598003.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003.jpeg 7852w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-300x187.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1024x639.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-768x479.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_566598003-1536x958.jpeg 1536w\" 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_c9bf94cb93b7b87a8254cebe71b54ba4\"] {\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_cc7c8196de088e34c295483aa7be0537\"\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\tDramatische verbeteringen in antwoordtijden en kortere wachttijden na een verviervoudiging van het aantal agenten\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_cc7c8196de088e34c295483aa7be0537\"] {\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: 96px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 40px !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_cc7c8196de088e34c295483aa7be0537\"] {\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: 96px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 40px !important;\n\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<h4 class=\"wp-block-heading\" id=\"h-uitdaging\">Uitdaging<\/h4>\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-94b1c61e0e2e87d11bae152f72352d6b\" style=\"color:#344679\">Het contactcenter van CEGA met 130 medewerkers is een drukke en gecompliceerde operatie. Het bestaat uit twee aparte groepen &#8211; een medisch screeningsteam en een schadeafdeling &#8211; die verschillende doelen dienen en op verschillende tijden werken. Agenten voor medische screening werken van 8.00 tot 21.00 uur, zeven dagen per week, en behandelen telefoontjes van mensen die zeker willen weten dat ze medisch gedekt zijn voordat ze een nieuw verzekeringsproduct afsluiten, of een reeds bestaande aandoening willen aanpassen of een nieuwe aandoening aan hun bestaande polis willen toevoegen. Schadebehandelaars daarentegen behandelen vragen over nieuwe verliezen of bestaande claims en nemen 24 uur per dag, 7 dagen per week telefoontjes aan.<\/p>\n<\/div>\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_39740da16d87ecb115df8fb9a7446bd9\"\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>De leiders van het contactcenter van CEGA hadden hun agenten een ambitieus doel gesteld: claims uitbetalen bij de eerste oproep. Maar ze ontdekten al snel dat verschillende uitdagingen het bereiken van dat doel in gevaar brachten.<br \/>\n<br \/>Alle agenten hadden een lange gemiddelde afhandeltijd van meer dan negen minuten. De gespreksvolumes waren seizoensgebonden: in de winter waren het gemiddeld 600-700 gesprekken per dag, maar in de zomer liepen de gespreksvolumes vaak op tot 1300 gesprekken per dag. Bovendien waren de ploegenpatronen van de agenten gevarieerd en ingewikkeld en was het roosterproces handmatig en tijdrovend.<\/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_458236717-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-1536x1024.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-2048x1365.jpeg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_458236717-600x400.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_39740da16d87ecb115df8fb9a7446bd9\"] {\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-b6131cab93fd52c6d6f3e134665b41d2\" style=\"color:#344679\">Als ze hun claimdoelstelling wilden halen met behoud van een hoog niveau van klantenservice en betrokkenheid van het personeel, wisten de leiders van het contactcentrum van CEGA dat ze een nieuw WFM-platform (Workforce Management) nodig hadden dat geautomatiseerd en zeer flexibel was en dat het 24\/7 karakter van hun activiteiten kon ondersteunen te midden van een wereldwijd, voortdurend veranderend reisrisicolandschap.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\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\">\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_9c1d0bd736480dce79fea58cb0c718d0\"\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<h5\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<\/h5>\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>Met Calabrio WFM hebben managers volledige controle over hun contactcenteromgeving, zelfs als ze niet achter hun bureau zitten. Ze kunnen met gemak ingewikkelde roosters maken, ze publiceren met realtime gegevens en ze maanden van tevoren delen.<br \/>\n<br \/>Ze kunnen ook agenda&#8217;s van agenten vergelijken op het moment zelf &#8211; vanaf tablets of andere mobiele apparaten &#8211; en onderweg de nodige aanpassingen doen. Duidelijke zichtbaarheid van intraday-activiteiten en real-time naleving stelt hen ook in staat om team- of 1:1-vergaderingen te plannen tijdens rustige perioden.<br \/>\n<br \/>Bovendien ontvangen agents automatische pop-ups op hun bureaublad die hen eraan herinneren wanneer ze pauzes moeten nemen of moeten lunchen en bevestigen ze eventuele dienstwijzigingen die ze eerder hebben aangevraagd. En een nieuw leaderboard voor agenten maakt gebruik van gamification-elementen om toppresteerders publiekelijk te belonen voor hun harde werk en succes.<\/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_672140519.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519.jpeg 7934w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-300x200.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-1024x683.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-768x512.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-1536x1025.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_672140519-600x400.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_9c1d0bd736480dce79fea58cb0c718d0\"] {\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<\/div>\n<\/div><\/div>\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_83a1af8af0ff0f4e7dd3ded8ede06fac\"\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\tWij geloven dat het niet voldoende is om oproepen snel te beantwoorden en we brengen deze filosofie over op onze agenten. We streven er bijvoorbeeld naar om claims bij het eerste telefoontje uit te betalen en zijn bezig met het opzetten van een &#039;customer ease&#039;-programma om actief de klanttevredenheid te meten.&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\/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\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\tBen Thomas\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 Klantenservice\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_83a1af8af0ff0f4e7dd3ded8ede06fac\"] {\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: 96px !important;\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\t\t<\/div>\n\t\n\n\n\t<\/div> \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<h4 class=\"wp-block-heading\" id=\"h-resultaat\">Resultaat<\/h4>\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-3788df542f1f41df2a754cb7ade6ce5e\" style=\"color:#344679\">Met Calabrio WFM heeft CEGA zijn roosterprocessen gestroomlijnd en tastbare tijd- en kostenbesparingen gerealiseerd. Door slimmere prognoses en een betere voorbereiding komen pauzes, lunches en vakanties op het juiste moment en wordt het risico geminimaliseerd dat er onvoldoende personeel is op momenten dat er veel gebeld wordt.<\/p>\n<\/div>\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_c22cff05d658ba1b1b3d2be3b04e2abc\"\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>Alle medewerkers voelen zich gesterkt om hun tijd zelf in te delen, zowel op het werk als thuis, dankzij de nieuwe selfservicemogelijkheden, de vooraankondiging van toegewezen diensten en de grotere transparantie in prestaties die Calabrio biedt. Alle medewerkers kunnen ook trends identificeren en gebieden aanwijzen die voor verbetering vatbaar zijn door gebruik te maken van Calabrio&#8217;s historische overzicht van contactcenteractiviteiten.<br \/>\n<br \/>De betrokkenheid van agenten is gegroeid en zij waarderen de flexibiliteit en de mate van controle die ze nu hebben &#8211; ze kunnen hun roosters zelf beheren, diensten controleren en ruilen en zelfs snel hun vakantie boeken, vanuit huis, met zeer weinig tussenkomst van het management.<\/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_c22cff05d658ba1b1b3d2be3b04e2abc\"] {\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-68beb794fd41d4352b3b306f212784cc\" style=\"color:#344679\">Leiders hebben ook gemerkt dat de automatische meldingen en verbeterde realtime naleving die mogelijk worden gemaakt door Calabrio een kalmerend effect hebben op hun dagelijkse contactcenteractiviteiten. Ze hebben ook duizenden dollars bespaard die voorheen werden uitgegeven aan &#8220;fall-back&#8221; betalingen &#8211; vaste vergoedingen die aan agenten worden betaald zodat ze oproepbaar zijn als andere agenten zich ziek melden &#8211; toen Calabrio onthulde dat deze betalingen niet langer nodig waren.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n<div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Uitdaging Het contactcenter van CEGA met 130 medewerkers is een drukke en gecompliceerde operatie. Het bestaat uit twee aparte groepen &#8211; een medisch screeningsteam en een schadeafdeling &#8211; die verschillende doelen dienen en op verschillende tijden werken. Agenten voor medische screening werken van 8.00 tot 21.00 uur, zeven dagen per week, en behandelen telefoontjes van [&hellip;]<\/p>\n","protected":false},"featured_media":41733,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[703],"case-study-industry":[659],"class_list":["post-27640","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-wfm-nl","case-study-industry-financiele-diensten"],"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>CEGA Group kiest geautomatiseerde WFM voor slimmere planning Contact Center | Calabrio<\/title>\n<meta name=\"description\" content=\"Calabrio CEGA Group kiest voor geautomatiseerde WFM voor slimmere planning van het Contact Center Casestudies en getuigenissen\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/nl\/case-study\/casestudie-cega-group\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Casestudie CEGA Group\" \/>\n<meta property=\"og:description\" content=\"Uitdaging Het contactcenter van CEGA met 130 medewerkers is een drukke en gecompliceerde operatie. Het bestaat uit twee aparte groepen - een medisch\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/nl\/case-study\/casestudie-cega-group\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-04T03:28:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_611940624.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1038\" \/>\n\t<meta property=\"og:image:height\" content=\"692\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minuten\" \/>\n<script 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