{"id":31531,"date":"2025-05-15T04:58:02","date_gmt":"2025-05-15T04:58:02","guid":{"rendered":"https:\/\/www.calabrio.com\/?post_type=doc&#038;p=31531"},"modified":"2025-05-15T05:07:58","modified_gmt":"2025-05-15T05:07:58","slug":"staat-van-het-contactcenter-2025-onderzoeksrapport","status":"publish","type":"doc","link":"https:\/\/www.calabrio.com\/nl\/doc\/staat-van-het-contactcenter-2025-onderzoeksrapport\/","title":{"rendered":"Staat van het Contactcenter 2025 Onderzoeksrapport"},"content":{"rendered":"\n<section\n\tid=\"form_section\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_3c3772a8da21cd1ecad2e3b6fc34ad92\"\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\tStaat van het Contactcenter 2025\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 style=\"text-align: left\">Calabrio ondervroeg meer dan 400 leiders van contactcenters wereldwijd en de boodschap is duidelijk: AI is niet langer de toekomst &#8211; het is er. Nu 98% van de contactcentra het al gebruikt, wat is dan de werkelijke impact?<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: left\">In het 2025 State of the Contact Center Report onthullen we hoe u de kloof tussen AI, uw medewerkers en de toekomst van customer experience kunt overbruggen.<\/p>\n<ul>\n<li style=\"text-align: left\">De werkelijke impact van AI &#8211; voorbij de hype<\/li>\n<li style=\"text-align: left\">Hoe de rol van de agent evolueert in het hedendaagse contactcenter<\/li>\n<li style=\"text-align: left\">Welke KPI&#8217;s er echt toe doen (en welke niet)<\/li>\n<li style=\"text-align: left\">Wat is de volgende stap in de toekomst van customer engagement?<\/li>\n<\/ul>\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\/2025-05-14\/5b8nqy\" width=\"100%\" height=\"700\" type=\"text\/html\" frameborder=\"0\" allowTransparency=\"true\" style=\"border: 0\"><\/iframe>\r\n\r\n\r\n<!-- New Iframe -->\r\n<!-- <iframe src=\"https:\/\/marketing.calabrio.com\/l\/1043281\/2025-04-09\/5b78v7\" width=\"100%\" height=\"500\" type=\"text\/html\" frameborder=\"0\" allowTransparency=\"true\" style=\"border: 0\"><\/iframe> -->\r\n\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_3c3772a8da21cd1ecad2e3b6fc34ad92\"] {\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: 0px !important;\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: 0px !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_1c1b59c5a27cb3d3cab2ff1d3cbd3dea\"\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-xl text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tOntdek de belangrijkste trends die de toekomst van contactcentra vormgeven\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_1c1b59c5a27cb3d3cab2ff1d3cbd3dea\"] {\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}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_1c1b59c5a27cb3d3cab2ff1d3cbd3dea\"] {\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}\n\t}\n\t<\/style>\n\n\n\n\n<section\n\tclass=\"container text-image-with-cards flex flex-col gap-l\/xxl md:gap-0\"\n\tid=\"\"\n\tdata-theme-block-id=\"block_2e54cc6272f103312e5a334c46d6347c\"\n\tdata-aos=\"fade-up\"\n>\n\t<div style=\"background-color: #FFFFFF\" class=\"z-[1] flex flex-col-reverse gap-l\/m md:flex-row md:gap-0 py-c\/xxl\">\n\t\t\t\t\t<div class=\"flex items-center md:pt-l\/m md:pr-l\/m md:pb-l\/m w-full md:w-[51%]\">\n\t\t\t\t<div class=\"flex flex-col md:pb-l\/xs gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div style=\"color: #344679\" class=\"text-image-with-cards__description wysiwyg overflow-ellipsis md:line-clamp-none\"><p>AI heeft het contactcenter al getransformeerd, maar er ligt meer onder de oppervlakte. Het rapport State of the Contact Center 2025 onthult het echte verhaal. Terwijl de toepassing van AI versnelt, krijgen contact centra te maken met toenemende complexiteit: hogere verwachtingen van klanten, moeilijkere interacties en veranderende rollen van medewerkers. AI zorgt voor meer automatisering en effici\u00ebntie, maar 61% van de contactcentra rapporteert nog steeds meer emotioneel geladen interacties met klanten.<\/p>\n<p>&nbsp;<\/p>\n<p>Er wordt wel getraind, maar cruciale gebieden zoals emotionele intelligentie en sociale vaardigheden krijgen geen prioriteit. Hierdoor zijn frontlinieteams onvoldoende voorbereid op de huidige eisen van de klant.<\/p>\n<p>&nbsp;<\/p>\n<p>Naast de AI-groeipijnen wordt de kloof dieper: terwijl leiders weten dat betrokkenheid, ontwikkeling en carri\u00e8regroei de sleutel zijn tot retentie, schieten veel organisaties tekort, wat leidt tot hoger verloop en lagere tevredenheid. Het rapport van dit jaar onderzoekt hoe AI, agent experience en personeelsstrategie\u00ebn op elkaar moeten worden afgestemd.<\/p>\n<p>&nbsp;<\/p>\n<p>De conclusie? AI is essentieel, maar succes hangt af van het combineren van technologie met echte investeringen in mensen om blijvende impact te leveren.<\/p>\n<p>&nbsp;<\/p>\n<p><a class=\"btn-primary\" href=\"#form_section\">Het rapport downloaden<\/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\/05\/Group-17074787092.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/05\/Group-17074787092.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/05\/Group-17074787092.webp 1000w, 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Contactcenter 2025 | Calabrio Onderzoeksrapport<\/title>\n<meta name=\"description\" content=\"Ontdek de ware impact van AI in contactcentra. Lees het rapport \u2018Staat van het Contactcenter 2025\u2019 van Calabrio en leer hoe AI, agentervaring en personeelsstrategie\u00ebn samenkomen voor betere klantbeleving.\" \/>\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\/doc\/staat-van-het-contactcenter-2025-onderzoeksrapport\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Staat van het Contactcenter 2025 Onderzoeksrapport\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/nl\/doc\/staat-van-het-contactcenter-2025-onderzoeksrapport\/\" \/>\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=\"2025-05-15T05:07:58+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478745.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2040\" \/>\n\t<meta property=\"og:image:height\" content=\"1476\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/nl\\\/doc\\\/staat-van-het-contactcenter-2025-onderzoeksrapport\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/nl\\\/doc\\\/staat-van-het-contactcenter-2025-onderzoeksrapport\\\/\",\"name\":\"Staat van het Contactcenter 2025 | Calabrio Onderzoeksrapport\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"datePublished\":\"2025-05-15T04:58:02+00:00\",\"dateModified\":\"2025-05-15T05:07:58+00:00\",\"description\":\"Ontdek de ware impact van AI in contactcentra. 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