{"id":25889,"date":"2016-12-08T14:18:49","date_gmt":"2016-12-08T14:18:49","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/het-contactcentrum-verheffen-met-de-cloud\/"},"modified":"2025-05-29T04:41:29","modified_gmt":"2025-05-29T04:41:29","slug":"het-contactcentrum-verheffen-met-de-cloud","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/het-contactcentrum-verheffen-met-de-cloud\/","title":{"rendered":"Het contactcentrum verheffen met de cloud"},"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_7e2d203ec0070a5eb6eb8aebac3a054f\"\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\">Betrokkenheid van werknemers <\/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\">Het contactcentrum verheffen met de cloud<\/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_7e2d203ec0070a5eb6eb8aebac3a054f\"] {\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<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%2Fhet-contactcentrum-verheffen-met-de-cloud%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%2Fhet-contactcentrum-verheffen-met-de-cloud%2F&#038;text=Het contactcentrum verheffen met de cloud\"\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%2Fhet-contactcentrum-verheffen-met-de-cloud%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>In het verleden werd het contactcentrum gezien als een kostencentrum dat zich alleen maar bezighield met het oplossen van problemen van klanten. Met functies zoals analytics hebben veel merken echter ontdekt dat het contactcenter in feite in de frontlinie staat van het beheren en cultiveren van klantrelaties. Klanten gaan zelfs op zoek naar merken met een betere klantervaring. De meeste klanten zijn zelfs bereid om meer te betalen voor iets als ze weten dat ze een betere, meer gepersonaliseerde klantenservice krijgen. Dus als merken denken dat het contactcenter niet belangrijk is, dan hebben ze het mis.    <\/p>\n<p>Het contact center is nog nooit zo belangrijk geweest en het is tijd voor merken om te kijken naar de voordelen van de cloud om contact centers de juiste tools te geven om de juiste ervaring te leveren. Het Calabrio ONE cloud platform geeft contact centers: <\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"group-anchor-2\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h2 style=\"color: #080F21\">\n\t\t\t\tSchaalbaarheid om aan de vraag te voldoen\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Veel contactcenters, vooral in seizoensgebonden sectoren, hebben tijdens bepaalde perioden van het jaar een toestroom van agenten nodig. Detailhandelsmerken hebben bijvoorbeeld extra hulp nodig voor de feestdagen en reisorganisaties hebben extra agenten nodig om het extra volume tijdens het drukke zomerseizoen op te vangen. Hoewel deze contactcenters tijdens bepaalde periodes op grotere schaal opereren, gaat het voor het grootste deel van het jaar om kleinere afdelingen die vaak moeite hebben om de behoefte aan bedrijfssoftware te rechtvaardigen. Met het Calabrio ONE-cloudplatform kunnen contactcentra snel en eenvoudig schalen, zonder aan technologie in te boeten. Elk contactcenter, ongeacht de grootte, heeft toegang tot hetzelfde platform. Omdat de cloud zo&#8217;n flexibel leveringsmodel biedt, kunnen contactcentra schalen om aan de vraag te voldoen, zodat ze een geweldige klantervaring kunnen bieden terwijl ze het stigma van cost center ontlopen.<\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"group-anchor-3\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h3 style=\"color: #080F21\">\n\t\t\t\tAltijd en overal inzichten\t\t\t<\/h3>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>De meeste mensen weten dat ik een data-man ben en, tenminste als het gaat om klantervaring, denk ik dat data het kompas is dat merken nodig hebben om hun weg naar succes te vinden. Calabrio&#8217;s uitgebreide contact center analytics technologie geeft merken een onge\u00ebvenaard inzicht in wat klanten willen. Klanten zeggen wat ze willen, wat ze niet willen en vertellen bedrijven wat ze moeten veranderen. Het is belangrijk dat merken die informatie meenemen in toekomstige strategie\u00ebn. Nu Calabrio ONE beschikbaar is in de cloud, zijn deze inzichten nog eenvoudiger te verkrijgen zonder IT-investeringen. Spraak-naar-tekst transcriptie vergt behoorlijk wat rekenkracht, maar in de cloud is deze rekenkracht niet langer uw verantwoordelijkheid.     <\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"group-anchor-4\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\t\t\t<h3 style=\"color: #080F21\">\n\t\t\t\tFlexibiliteit voor agenten\t\t\t<\/h3>\n\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Als ik iemand zou vragen om zich de binnenkant van een contact center voor te stellen, zou die persoon waarschijnlijk rijen hokjes en robotachtige agenten beschrijven die uit scripts voorlezen. In het verleden was dat gedeeltelijk waar, maar de cloud geeft agenten een nieuw niveau van flexibiliteit. Calabrio ONE in de cloud is toegankelijk voor agents vanaf elke locatie, waardoor agents op afstand kunnen werken op een manier die het beste past bij hun behoeften. Hier kunt u <a href=\"https:\/\/www.calabrio.com\/wfo\/managing-remote-workforce\/\">onze complete gids lezen<\/a> over hoe u uw personeelsbestand op afstand kunt beheren. Met deze nieuwe vrijheid en flexibiliteit kunnen merken agenten betrekken en een betere agentervaring cre\u00ebren door hen de voordelen te geven die vaak aan andere afdelingen worden aangeboden. Wanneer agenten meer betrokken zijn, is de kans groter dat ze betere relaties met klanten cre\u00ebren.     <\/p>\n<p>Aangezien merken ernaar streven om snellere strategie\u00ebn en tactieken aan te passen om een positieve klantenervaring te garanderen, wordt het contactcentrum steeds belangrijker. Naarmate de klantloyaliteit toeneemt en merken de klantervaring verbeteren, zal het contactcentrum zijn rechtmatige plaats innemen als middelpunt van klantbetrokkenheid. <\/p>\n<p>De cloud is hier en verandert het contactcenter. <a href=\"https:\/\/info.calabrio.com\/cloud-contact-center\">Download het 2016 CCIQ Cloud Report<\/a> om uit te vinden waarom. <\/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":244,"featured_media":25891,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[432],"tags":[458,451],"blog-languages":[],"class_list":["post-25889","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-betrokkenheid-van-werknemers","tag-best-practices-callcenters","tag-cloud-nl"],"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>Het contactcentrum verheffen met de cloud | Calabrio<\/title>\n<meta name=\"description\" content=\"Leer hoe Calabrio ONE in de cloud de schaalbaarheid en flexibiliteit biedt om het contact center te verbeteren zoals nooit tevoren. 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