{"id":27331,"date":"2023-09-29T12:24:06","date_gmt":"2023-09-29T12:24:06","guid":{"rendered":"https:\/\/www.calabrio.com\/doc\/staat-van-het-contactcenter-2023\/"},"modified":"2025-10-31T06:20:49","modified_gmt":"2025-10-31T06:20:49","slug":"staat-van-het-contactcenter-2023","status":"publish","type":"doc","link":"https:\/\/www.calabrio.com\/nl\/doc\/staat-van-het-contactcenter-2023\/","title":{"rendered":"Staat van het Contactcenter 2023"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_dd401767b236fa5057e09f2afb0ce76a\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div\n\t\tclass=\"hero-with-form__left w-full lg:w-1\/2\"\n\t\tstyle=\"background-color: #D2F3FA\"\n\t>\n\t\t\t\t\t<div class=\"p-l\/xxl md:px-c\/xxl md:py-0 lg:p-c\/xxl lg:my-l\/m\">\n\t\t\t\t<div class=\"flex flex-col gap-c\/l md:py-l\/m\">\n\t\t\t\t\t\t\t\t\t\t\t<h1 >\n\t\t\t\t\t\t\t\n<p class=\"eyebrow lint-ignore flex items-center justify-center py-c\/s gap-c\/s subhead-small text-text-highlight-aaa\" >\n\t<span class=\"eyebrow__icon icon icon text-icon-highlight [&amp;_svg]:w-[var(--Base-Grid-Grid-24)] [&amp;_svg]:h-[var(--Base-Grid-Grid-24)] flex items-center rounded-full bg-background-secondary\"\n\taria-hidden=\"true\">\n\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\n\t<span class=\"eyebrow__content\">Research Report<\/span>\n<\/p>\n\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<h2 style=\"color: #080F21\"\n\t\t\t\t\tclass=\"heading-medium text-center\">\n\t\t\t\t\t\tState of the Contact Center 2023: Activating the Agent of the Future\t\t\t\t<\/h2>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"wysiwyg text-center\">\n\t\t\t\t\t\t<p>Annual report about emerging trends, challenges, and expectations in customer service<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\n\t\t\t<div\n\t\t\tclass=\"w-full lg:w-1\/2 flex items-center hero-with-form__right\"\n\t\t\tstyle=\"\"\n\t\t>\n\t\t\t<iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-04-09\/5b78v7\" width=\"100%\" height=\"600\" type=\"text\/html\" frameborder=\"0\" allowtransparency=\"true\" style=\"border: 0\"><\/iframe>\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_dd401767b236fa5057e09f2afb0ce76a\"] {\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_ccd9bd24934b0018bdfc2619e2ede7d7\"\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=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tUnderstand the Impact of AI to Chart a Path to Success\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_ccd9bd24934b0018bdfc2619e2ede7d7\"] {\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: 0px 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md:line-clamp-none\"><p>Contact centers are at the forefront of remote-based work and Artificial Intelligence\u2014modernizations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?<br \/>\n<br \/>\nIn this report, you\u2019ll discover answers from 400 contact center managers around the world to key questions such as:<br \/>\n<\/p>\n<ul>\n<li>Do 70% of respondents believe there will be more or less agents in 10 years?<\/li>\n<li>Where will AI make the most positive impact? And have the biggest implementation struggles?<\/li>\n<li>What is the top skill agents of the future need to possess?<\/li>\n<li>What is the #1 agent self-service opportunity to drive engagement?<\/li>\n<\/ul>\n<p>\nIf you\u2019re not keeping your agents engaged and activating the skills they need in an AI-fueled future, you\u2019re already falling behind. Download the report to stay informed and ahead.<br \/>\n<br \/>\n<a href=\"#hero_form\" class=\"btn-primary\">Download now<\/a><\/p>\n<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"relative w-full md:w-[49%] aspect-square\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tz-[2] w-full h-full 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\/02\/AI.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI.jpg 1000w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI-200x300.jpg 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI-683x1024.jpg 683w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/02\/AI-768x1152.jpg 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