{"id":25614,"date":"2021-03-19T08:58:23","date_gmt":"2021-03-19T08:58:23","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/cx-opleiding-deel-1-cloud-is-de-katalysator-voor-betere-opleidingen-in-het-contact-center\/"},"modified":"2025-05-15T06:34:01","modified_gmt":"2025-05-15T06:34:01","slug":"cx-opleiding-deel-1-cloud-is-de-katalysator-voor-betere-opleidingen-in-het-contact-center","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/cx-opleiding-deel-1-cloud-is-de-katalysator-voor-betere-opleidingen-in-het-contact-center\/","title":{"rendered":"CX-opleiding, deel 1: Cloud is de katalysator voor betere opleidingen in het Contact Center"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_fcba35ba10ae233de5d80888283fbfa9\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\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<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Geen onderdeel van een categorie <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">CX-opleiding, deel 1: Cloud is de katalysator voor betere opleidingen in het Contact Center<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_fcba35ba10ae233de5d80888283fbfa9\"] {\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<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\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fcx-opleiding-deel-1-cloud-is-de-katalysator-voor-betere-opleidingen-in-het-contact-center%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fcx-opleiding-deel-1-cloud-is-de-katalysator-voor-betere-opleidingen-in-het-contact-center%2F&#038;text=CX-opleiding, deel 1: Cloud is de katalysator voor betere opleidingen in het Contact Center\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary 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xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\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<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>E\u00e9n onmiskenbaar effect van COVID-19: ongeduldige, uitgeputte en soms wanhopige consumenten verwachten veel meer van de klantenserviceteams waarmee ze in contact komen. En als ze ontevreden zijn over de ervaring, is de kans veel groter dat ze snel hun zaken elders zullen regelen.<\/p>\n<p>&nbsp;<\/p>\n<p>Daarom beschouwen veel leiders van contactcentra opleiding van agenten en CX als een van hun topprioriteiten voor 2021. Ze weten dat alleen agenten van topniveau die voortdurend worden opgeleid en gecoacht om een superieure service-ervaring te leveren, hun bedrijven in staat zullen stellen om de loyaliteit van steeds wispelturiger consumenten te koesteren en te behouden.<\/p>\n<p>&nbsp;<\/p>\n<p>Klantenloyaliteit behouden kan voor elke organisatie een uitdaging zijn. Maar het is een uitdaging die organisaties die nog steeds vertrouwen op on-prem contact center- en trainingstechnologie\u00ebn misschien niet kunnen overwinnen.<\/p>\n<p>&nbsp;<\/p>\n<p>Dat komt omdat de cloud een aantal belangrijke voordelen biedt op het gebied van training en coaching van agenten, waar on-prem simpelweg niet aan kan tippen.<\/p>\n<ul>\n<li><strong>Cloud is de katalysator voor een betere algemene opleiding in het contactcenter.  <\/strong>Cloud-gebaseerde CX-trainingstoepassingen zijn inherent toegankelijker, waardoor ze veel beter geschikt zijn voor het huidige, meer verspreide personeelsbestand van agenten die verantwoordelijk zijn voor het leveren van superieure klantervaringen.<\/li>\n<li><strong>Cloud bevordert betere, effectievere nieuwe-aanwervingscurricula.  <\/strong>Trainers kunnen cloudgebaseerde trainingstoepassingen gebruiken om goedkope, echte, niet-productieomgevingen te bouwen die nieuwe agenten op elke locatie helpen om sneller klaar te zijn. Deze cloud-gebaseerde omgevingen maken het sneller, eenvoudiger en betaalbaarder voor trainers om elke vorm van training op locatie of op afstand te bouwen, op te frissen en te geven.<\/li>\n<li><strong>Cloud bevordert betere real-time coaching en voortdurende ontwikkeling.  <\/strong>Met cloudgebaseerde trainingstoepassingen kunnen trainers er effici\u00ebnter voor zorgen dat bestaande agents paraat blijven, terwijl ze hun domeinexpertise voortdurend uitbreiden en hun individuele vaardigheden aanscherpen.<\/li>\n<li><strong>Cloud bereidt teams beter voor op wat morgen ook brengt.<\/strong>  Cloudgebaseerde trainingstoepassingen stellen trainers in staat om snel en snel curricula samen te stellen of aan te passen als dat nodig is om te reageren op een aantal veranderende scenario&#8217;s, zoals wereldwijde pandemie\u00ebn, marktverschuivingen, wijdverspreide klantproblemen of nieuwe interne processen.<\/li>\n<\/ul>\n<p>Kijk uit naar volgende blogs in deze &#8220;CX Training&#8221; serie, waarin we dieper ingaan op elk van de bovenstaande voordelen van agententraining en coaching die alleen cloud-gebaseerde applicaties bieden.<\/p>\n<p>&nbsp;<\/p>\n<p>De nieuwe Calabrio ONE wordt aangedreven door de cloud, met de volgende generatie software voor personeelsbeheer in het middelpunt &#8211;<a href=\"https:\/\/www.calabrio.com\/the-new-calabrio-one\/\" target=\"_blank\" rel=\"noopener\">ontdek meer<\/a>.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":234,"featured_media":25616,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[50],"tags":[],"blog-languages":[],"class_list":["post-25614","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>CX-opleiding, deel 1: Cloud is de katalysator voor betere opleidingen in het Contact Center | Calabrio<\/title>\n<meta name=\"description\" content=\"Klantenbinding behouden is een uitdaging voor elke organisatie, vooral voor on-prem callcenters. 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