{"id":26166,"date":"2025-02-10T21:26:58","date_gmt":"2025-02-10T21:26:58","guid":{"rendered":"https:\/\/www.calabrio.com\/2022-staat-van-het-contactcenter\/"},"modified":"2025-07-17T07:02:09","modified_gmt":"2025-07-17T07:02:09","slug":"2022-staat-van-het-contactcenter","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/nl\/2022-staat-van-het-contactcenter\/","title":{"rendered":"2022 Staat van het Contactcenter"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_7a10f3fd724133d720bd1e5edb921287\"\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\">Onderzoeksrapport<\/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 2022\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>Jaarverslag over opkomende trends, uitdagingen en verwachtingen op het gebied van klantenservice<\/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 id=\"hero_form\" src=\"https:\/\/info.calabrio.com\/l\/134381\/2021-06-03\/63b3wq\" width=\"100%\" height=\"600px\" frameborder=\"0\"><\/iframe>\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_7a10f3fd724133d720bd1e5edb921287\"] {\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\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_da3420ebaef1fd08c39accd29452743a\"\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>Contactcenters zijn cruciaal voor het succes van merken en moeten een mensgerichte service en flexibele technologie bieden om de loyaliteit van klanten te behouden.<\/p>\n<p>&nbsp;<\/p>\n<p>Dat is wat we ontdekten toen we 500 contact center managers en consumenten over de hele wereld ondervroegen. Ons doel was om de belangrijkste verwachtingen, misvattingen en opkomende strategie\u00ebn rond contactcenterervaringen bloot te leggen. En de resultaten onthulden een fundamentele waarheid: zonder het menselijke element kan geen enkele technologie een merkervaring bij elkaar houden.<\/p>\n<p>&nbsp;<\/p>\n<p>In dit rapport vindt u antwoorden op belangrijke vragen zoals:<\/p>\n<ul>\n<li>Komen je veronderstellingen overeen met wat je collega&#8217;s denken en waar ze op voorbereid zijn?<\/li>\n<li>Zijn uw prioriteiten afgestemd op de werkelijke eisen van de consument, inclusief verwachtingen over de prestaties van agenten en communicatiekanalen?<\/li>\n<li>Weet u welke servicefactoren ervoor zorgen dat consumenten van merk veranderen?<\/li>\n<\/ul>\n<p>Neem een kijkje in de kritieke trend die het succes van contactcentra in 2022 en daarna bepaalt. 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