{"id":26171,"date":"2025-02-10T21:01:45","date_gmt":"2025-02-10T21:01:45","guid":{"rendered":"https:\/\/www.calabrio.com\/2023-staat-van-het-contact-center-rapport\/"},"modified":"2025-05-27T04:22:04","modified_gmt":"2025-05-27T04:22:04","slug":"2023-staat-van-het-contact-center-rapport","status":"publish","type":"page","link":"https:\/\/www.calabrio.com\/nl\/2023-staat-van-het-contact-center-rapport\/","title":{"rendered":"2023 Staat van het Contact Center-rapport"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row justify-center items-stretch\"\n\tdata-theme-block-id=\"block_e8607cbf1e8b1e53a158941e2f6eed70\"\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 2023: De agent van de toekomst activeren\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\/2023-09-05\/8qpp7v\" width=\"100%\" height=\"600\" frameborder=\"0\"><\/iframe> -->\n\n<!-- New Iframe -->\n<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>\n\n\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_e8607cbf1e8b1e53a158941e2f6eed70\"] {\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<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_944edec88db7f8db2cd6716609383b97\"\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\tDe impact van AI begrijpen om een pad naar succes uit te stippelen\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_944edec88db7f8db2cd6716609383b97\"] {\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_944edec88db7f8db2cd6716609383b97\"] {\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<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_d1dcaf4a796c406fbffd398078fed6d8\"\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 bevinden zich in de voorhoede van telewerken en kunstmatige intelligentie &#8211; moderniseringen die niet meer weg te denken zijn. Maar hoe past de agent van de toekomst in het plaatje, wie zijn ze en hoe activeer je ze?<br \/>\n<br \/>In dit rapport vindt u antwoorden van 400 contactcentermanagers van over de hele wereld op belangrijke vragen zoals:<br \/>\n<\/p>\n<ul>\n<li>Denkt 70% van de respondenten dat er over 10 jaar meer of minder agenten zullen zijn?<\/li>\n<li>Waar zal AI de meest positieve impact hebben? En de grootste implementatieproblemen hebben?<\/li>\n<li>Wat is de belangrijkste vaardigheid die agenten van de toekomst moeten hebben?<\/li>\n<li>Wat is de belangrijkste mogelijkheid voor zelfbediening voor agenten om hun betrokkenheid te vergroten?<\/li>\n<\/ul>\n<p>Als je je agents niet betrokken houdt en de vaardigheden niet activeert die ze nodig hebben in een toekomst met AI, loop je al achter. Download het rapport om op de hoogte te blijven en voorop te lopen.<br \/>\n<br \/><a href=\"#hero_form\" class=\"btn-primary\">Nu 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\/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, 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