{"id":25873,"date":"2017-06-15T19:10:14","date_gmt":"2017-06-15T19:10:14","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/de-toekomst-van-wfo-in-de-cloud-is-nu\/"},"modified":"2025-05-28T13:48:50","modified_gmt":"2025-05-28T13:48:50","slug":"de-toekomst-van-wfo-in-de-cloud-is-nu","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/de-toekomst-van-wfo-in-de-cloud-is-nu\/","title":{"rendered":"De toekomst van WFO in de cloud is NU"},"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_b8d87d698ae95a25dd0667892c85f90b\"\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\">Beste praktijken <\/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\">De toekomst van WFO in de cloud is NU<\/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_b8d87d698ae95a25dd0667892c85f90b\"] 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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%2Fde-toekomst-van-wfo-in-de-cloud-is-nu%2F&#038;text=De toekomst van WFO in de cloud is NU\"\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<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fde-toekomst-van-wfo-in-de-cloud-is-nu%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_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>Contactcenters hebben oplossingen nodig voor personeelsoptimalisatie, zoals opname, kwaliteitsborging (QA), personeelsbeheer<\/p>\n<p>(WFM) en spraakanalyse (SA) om hun agenten te optimaliseren en te betrekken en om klantinzichten vast te leggen. Jarenlang kochten bedrijven deze oplossingen, meestal \u00e9\u00e9n voor \u00e9\u00e9n, en implementeerden ze on-premise, omdat dit de enige optie was. Vaak was er tegen de tijd dat ze een nieuwe QA- of WFM-oplossing hadden ge\u00efmplementeerd, een nieuwere versie met verbeterde mogelijkheden beschikbaar, maar hadden ze er geen toegang toe. Nog frustrerender was het als ze een QA- of WFM-oplossing kochten en een jaar later ontdekten dat de servers waarop die oplossing draaide niet langer werden ondersteund, waardoor ze geen andere keuze hadden dan nieuwe servers te kopen. Zelfs met de dalende prijs van servers was dit moeilijk te verkopen en ging er budget verloren dat was toegewezen aan andere projecten. De cloud lost deze problemen op door ze te elimineren. <a href=\"https:\/\/www.calabrio.com\/contact-center-cloud-security\/\">De standaardvoordelen van cloudoplossingen zijn:<\/a><\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li>Eliminatie van grote kapitaalinvesteringen vooraf<\/li>\n<li>Afschaffing van de noodzaak om hardware en software aan te schaffen en te implementeren<\/li>\n<li>Geen afhankelijkheid meer van de interne IT-afdeling<\/li>\n<li>Afschaffing van upgradekosten<\/li>\n<li>Voortdurende applicatie-upgrades<\/li>\n<li>Gemakkelijk op- en afschalen<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>Cloud-gebaseerde WFO oplossingen bieden contact center managers extra voordelen, zoals:<\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li>Toegang tot technische en operationele contactcenterexperts die gebruikers kunnen helpen alle voordelen uit hun oplossingen te halen<\/li>\n<li>Toegang tot grote servercapaciteit die geplande en ongeplande volumes aankan<\/li>\n<li>Toegang tot extra WFO-modules zonder de noodzaak van een on-site implementatie<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>De cloud elimineert niet al het werk dat nodig is om de voordelen van WFO-toepassingen te realiseren, maar neemt wel de laagwaardige activiteiten voor zijn rekening. Gebruikers moeten nog steeds leren om elk van de WFO-applicaties te bedienen en te onderhouden, zoals in het geval van QA, WFM en SA. Voor QA moeten gebruikers controleformulieren maken en het evaluatieproces uitvoeren. Voor spraakanalyse moeten gebruikers hun zoekcriteria defini\u00ebren en verfijnen en ervoor zorgen dat de bevindingen accuraat zijn, zodat ze tijdig kunnen worden toegepast. Bij WFM moeten gebruikers prognoses en roosters maken en de oplossing gebruiken om de naleving door agenten te verbeteren en om medewerkers in staat te stellen hun roosters en vrije tijd te kiezen en te ruilen. Om te beslissen of een cloud-gebaseerde WFO-oplossing geschikt is voor uw bedrijf, kunt u DMG&#8217;s <em><a href=\"https:\/\/info.calabrio.com\/Cloud-Based-WFO-Decision-Framework\">Cloud-gebaseerd WFO-besluitvormingskader.<\/a><\/em><\/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":237,"featured_media":25875,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[434],"tags":[451,457],"blog-languages":[],"class_list":["post-25873","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-beste-praktijken","tag-cloud-nl","tag-personeelsoptimalisatie"],"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>De toekomst van WFO in de cloud is nu, bent u klaar om over te stappen?<\/title>\n<meta name=\"description\" content=\"Jarenlang kochten bedrijven hun callcentersoftware \u00e9\u00e9n voor \u00e9\u00e9n en implementeerden ze die on-premise. 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