{"id":25926,"date":"2014-08-29T12:02:41","date_gmt":"2014-08-29T12:02:41","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/kledingwinkel-beheert-escalaties-met-calabrio-analytics\/"},"modified":"2025-05-14T08:04:05","modified_gmt":"2025-05-14T08:04:05","slug":"kledingwinkel-beheert-escalaties-met-calabrio-analytics","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/kledingwinkel-beheert-escalaties-met-calabrio-analytics\/","title":{"rendered":"Kledingwinkel beheert escalaties met Calabrio Analytics"},"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_a2a66d68470309d52d5be8c61486fcd5\"\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\">Calabrio Nieuws <\/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\">Kledingwinkel beheert escalaties met Calabrio Analytics<\/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_a2a66d68470309d52d5be8c61486fcd5\"] {\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%2Fkledingwinkel-beheert-escalaties-met-calabrio-analytics%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 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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%2Fkledingwinkel-beheert-escalaties-met-calabrio-analytics%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=\"group-anchor-1\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Slagen in het identificeren van escalaties met Calabrio analytics<\/h2>\n<p>Toen een toonaangevend kledingbedrijf voor mannen het aantal escalaties zag toenemen, wist het bedrijf dat het tot op de bodem moest uitzoeken waarom agenten oproepen niet zelf afhandelden. Een escalatie leidt immers de aandacht van een supervisor af van andere belangrijke taken en agenten zouden getraind moeten zijn om de meeste situaties zelf af te handelen. Dit bedrijf realiseerde zich echter dat ze met hun kwaliteitsborgingsproces slechts \u00e9\u00e9n procent van de opgenomen telefoongesprekken konden bekijken.  <\/p>\n<p>Een zakelijke trend ontdekken met slechts een fractie van de gegevens? Stop ons als je deze al kent. <\/p>\n<p>&nbsp;<\/p>\n<p>Een van de manieren waarop we praten over het versnellen van de bedrijfsprestaties via het contact center is door te beginnen met een simpel getal: 100, als in 100 procent. In feite is dat het enige getal waar we ons graag op richten. Krachtige analyses van alle gesprekken die in uw contactcentrum plaatsvinden, zouden op dit moment vanzelfsprekend moeten zijn, maar bedrijven hebben moeite om <a href=\"https:\/\/www.calabrio.com\/blog\/start-small-go-big\/\" target=\"_blank\" rel=\"noopener noreferrer\">de sprong te<\/a> wagen. Laten we eens praten over een bedrijf dat dat wel heeft gedaan: een bedrijf dat nu de voordelen ziet van onze krachtige Analytics-oplossingen en de prestaties van agenten stimuleert voor een betere service.   <\/p>\n<p>&nbsp;<\/p>\n<p>Na de implementatie van Calabrio Analytics en Quality Management was het bedrijf onmiddellijk in staat om 100 procent van de opgenomen gesprekken te analyseren en te beoordelen op relevantie door middel van een eenvoudige maar zeer krachtige technologie. Zinnen als &#8220;verbind me door met uw&#8221; of &#8220;spreek met een supervisor&#8221; werden gelokaliseerd, waardoor kwaliteitsanalisten alleen de meest relevante escalaties konden beoordelen in plaats van duizenden gesprekken te doorzoeken. Door het vrijgeven van deze gegevens konden kwaliteitsmanagers de trend ontdekken: dat sommige agenten van dit bedrijf het moeilijk hadden om de controle te behouden tijdens uitdagende en emotionele gesprekken. Daarom ontwikkelde en gaf het bedrijf gerichte training aan agenten die moeite hadden met escalaties. Deze agenten leerden technieken om moeilijke situaties te beheersen en werden in staat gesteld om de gesprekken zelf af te handelen.    <\/p>\n<p>&nbsp;<\/p>\n<p>Sinds de training hebben supervisors een scherpe daling in ge\u00ebscaleerde oproepen opgemerkt en kunnen ze zich richten op het managen van hun teams en het verbeteren van andere KPI&#8217;s van het contactcenter. Calabrio Analytics leverde de krachtige inzichten die het bedrijf nodig had om betere en snellere beslissingen te nemen, het bedrijf te beschermen en de effici\u00ebntie van het contactcenter te verbeteren. <\/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":242,"featured_media":25928,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[433],"tags":[441,436],"blog-languages":[],"class_list":["post-25926","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-calabrio-nieuws","tag-klantanalyse","tag-kwaliteitsmanagement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Kledingwinkel beheert escalaties met Calabrio Analytics|Kledingwinkel beheert escalaties met Calabrio Analytics<\/title>\n<meta name=\"description\" content=\"Een toonaangevende kledingretailer kon 100% van zijn telefoongesprekken analyseren met Calabrio analytics en Call Management en kreeg zo inzicht om zijn werknemers te trainen.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/blog\/kledingwinkel-beheert-escalaties-met-calabrio-analytics\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kledingwinkel beheert escalaties met Calabrio Analytics\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/kledingwinkel-beheert-escalaties-met-calabrio-analytics\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" content=\"2014-08-29T12:02:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-14T08:04:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2024\/12\/clothingretailer-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"450\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Dhaval Kakkad\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@calabrio\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dhaval Kakkad\" \/>\n<script type=\"application\/ld+json\" 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