{"id":26344,"date":"2022-02-18T09:11:01","date_gmt":"2022-02-18T09:11:01","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/"},"modified":"2025-05-28T13:29:03","modified_gmt":"2025-05-28T13:29:03","slug":"agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/","title":{"rendered":"Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?"},"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_5807130ce341715a2c1f9a0d94387443\"\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\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\">Personeelsbeheer <\/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\">Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?<\/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_5807130ce341715a2c1f9a0d94387443\"] {\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%2Fagentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen%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%2Fagentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen%2F&#038;text=Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?\"\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%2Fagentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen%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>Ross Daniels van Calabrio bekijkt het recent gepubliceerde 2022 Agent Management Value Index Report van analistenbureau Ventana Research, voor inzichten in hoe softwareselectieprocessen te structureren &#8211; om organisaties te helpen de juiste vragen te stellen om de juiste antwoorden te krijgen.<\/p>\n<p>&nbsp;<\/p>\n<p>In een recent rapport kwam Ventana Research tot de conclusie dat &#8220;de pandemie de omstandigheden heeft gecre\u00eberd voor een volledige herbeoordeling van de tools en processen die in <a href=\"https:\/\/www.calabrio.com\/wfo\/contact-center-reporting\/\" target=\"_blank\" rel=\"noopener\">contactcentra<\/a> worden gebruikt om agenten te beheren&#8221;.1 Op basis van dit inzicht is het waarschijnlijk dat veel organisaties bedrijfsverbeteringsprojecten en softwareselectieprocessen zullen overwegen om de veranderingen door <a href=\"https:\/\/www.calabrio.com\/wfo\/managing-remote-workforce\/\" target=\"_blank\" rel=\"noopener\">hybride werken<\/a>, toegenomen vraag en personeelsverloop mogelijk te maken.<\/p>\n<p>&nbsp;<\/p>\n<p>Tenzij je de meest relevante selectiecriteria gebruikt en de juiste vragen stelt, kun je gemakkelijk oplossingen kiezen die niet geschikt zijn voor jouw bedrijf, die de meest dringende problemen niet aanpakken en die je niet voorbereiden op de toekomst. Het selecteren van de juiste platforms en technologie is van vitaal belang voor het succes van een modern bedrijf, maar het is geen activiteit die regelmatig wordt ondernomen. Vaak evolueren de oplossingskeuzes en technologische opties zo snel dat de criteria die in eerdere selectieprocessen werden gebruikt, verouderd en niet langer geschikt voor het doel zijn.<\/p>\n<p>&nbsp;<\/p>\n<p>Met dit in gedachten is het geweldig om te zien dat analisten, met bijna twintig jaar ervaring, onafhankelijk advies geven over hoe RFI\/RFP&#8217;s en selectieprocessen voor Agent Management-oplossingen moeten worden gestructureerd. Het 2022 Agent Management Value Index Report &#8220;biedt een basis aan kennis die organisaties kunnen gebruiken om verkopers en producten te evalueren, om agent management processen te beheren en te verbeteren.&#8221; Bekijk hier de herdruk van het rapport.<\/p>\n<p>&nbsp;<\/p>\n<h3>Een proces voor het evalueren van leveranciers<\/h3>\n<p>Ventana Research is van mening dat &#8220;bedrijfsverbeteringsinspanningen gebaseerd moeten zijn op best practices die volgens onderzoek snel waarde opleveren&#8221;. Het analistenbureau heeft de zogenaamde Value Index ontwikkeld, die kan worden gebruikt om agent management bedrijfssystemen en tools te evalueren. Het bedrijf pleit voor het gebruik van de index als onderdeel van een gestructureerde aanpak om ervoor te zorgen dat de juiste keuzes worden gemaakt om de vereiste resultaten te behalen.<\/p>\n<p>In de Value Index for Agent Management evalueert Ventana Research software aan de hand van zeven hoofdcategorie\u00ebn, waarvan er vijf betrekking hebben op productervaring en twee op <a href=\"https:\/\/www.calabrio.com\/wfo\/customer-experience\/\" target=\"_blank\" rel=\"noopener\">klantervaring<\/a>. De categorie\u00ebn zijn:<\/p>\n<ul>\n<li>Bruikbaarheid<\/li>\n<li>Beheerbaarheid<\/li>\n<li>Betrouwbaarheid<\/li>\n<li>Vermogen<\/li>\n<li>Aanpassingsvermogen<\/li>\n<li>Validatie door leverancier<\/li>\n<li>Totale kosten van eigendom en rendement op investering (TCO\/ROI).<\/li>\n<\/ul>\n<p>Ventana Research gebruikte zijn eigen indexcategorie\u00ebn om de agent management oplossingen van 18 leveranciers te evalueren en ik ben blij te kunnen zeggen dat Calabrio in de kopgroep werd geplaatst als een voorbeeldige leverancier en een Value Index Leader voor Capability, Usability en Manageability.<\/p>\n<p>&nbsp;<\/p>\n<h3>Bouw de categorie\u00ebn in selectieprocessen in en weeg ze waar nodig<\/h3>\n<p>De indexcategorie\u00ebn zijn ook nuttig om in te bouwen in het RFI\/RFP softwareselectieproces van uw eigen organisatie. De categorie\u00ebn kunnen worden gewogen om hun belang af te stemmen op specifieke behoeften. Op deze manier kunt u oplossingen en leveranciers objectief evalueren en scoren op basis van gemeenschappelijke criteria om zo een gestructureerd en documenteerbaar selectieproces op gang te brengen. Deze stap biedt de evaluatie-instrumenten die nodig zijn om van een lange lijst van leveranciers en oplossingen te komen tot een shortlist die grondig ge\u00ebvalueerd kan worden om de uiteindelijke selectie te maken.<\/p>\n<p>Een geordende, transparante en controleerbare selectie kan nuttig zijn om:<\/p>\n<ul>\n<li>Het selectieproces zelf versnellen<\/li>\n<li>De kosten van de selectie verlagen<\/li>\n<li>Zorg voor een gemeenschappelijk begrip binnen uw organisatie<\/li>\n<li>De gemaakte selectie laten ondertekenen door Inkoop en het Senior Management<\/li>\n<li>Geef criteria om succes te meten.<\/li>\n<\/ul>\n<p>Het rapport van Ventana Research biedt een evaluatie van leveranciers en een methodologie, gebaseerd op bijna 20 jaar onderzoekservaring, die gebruikt kan worden in uw eigen evaluatie- en selectieprocessen.<\/p>\n<p>&nbsp;<\/p>\n<h3>Een raamwerk voor een technologiegedreven bedrijfsverbeteringsproject<\/h3>\n<p>Het rapport schetst ook acht stappen waaruit een technologiegedreven bedrijfsverbeteringsproject zou moeten bestaan. Deze omvatten het belang van het vaststellen van evaluatiecriteria voor technologie en hoe je de juiste technologie kunt evalueren en selecteren om effici\u00ebnter en nauwkeuriger te voldoen aan de specifieke bedrijfsvereisten van je organisatie. Het rapport in het bijzonder helpt lezers om deze twee fasen te voltooien.<\/p>\n<h3>Download het rapport om u te helpen de juiste vragen te stellen<\/h3>\n<p>Bij het herbeoordelen van de tools en processen die in contactcentra worden gebruikt om agenten te beheren, is het van vitaal belang om de juiste vragen te stellen om de juiste antwoorden te krijgen. Om meer te weten te komen over hoe uw organisatie Ventana Research&#8217;s aanpak kan gebruiken, ga naar Calabrio&#8217;s herdruk van de <a href=\"https:\/\/info.calabrio.com\/ventana-research-agent-management\/?utm_medium=Public_Relations&amp;utm_source=PR_Artistry&amp;SF_Campaign_ID=7016f000001fO4yAAE&amp;utm_campaign=7016f000001fO4yAAE\" target=\"_blank\" rel=\"noopener\">Agent Management Value Index: 2022 Vendor and Product Assessment<\/a> om uw eigen exemplaar te downloaden.<\/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":223,"featured_media":39920,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[432,431],"tags":[],"blog-languages":[],"class_list":["post-26344","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-betrokkenheid-van-werknemers","category-personeelsbeheer"],"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>Agentbeheeroplossingen selecteren - Stelt u de juiste vragen? | Calabrio<\/title>\n<meta name=\"description\" content=\"Ross Daniels van Calabrio analyseert het 2022 Agent Management Value Index Report van Ventana Research om organisaties te helpen versterken.\" \/>\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\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Agentbeheeroplossingen selecteren - Stelt u de juiste vragen?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/\" \/>\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=\"2022-02-18T09:11:01+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-28T13:29:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/ventana_report_image-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"calabrioauthor2\" \/>\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=\"calabrioauthor2\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/\"},\"author\":{\"name\":\"calabrioauthor2\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/fdf1dfa3e320e7bd29001e2e7346b7cc\"},\"headline\":\"Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?\",\"datePublished\":\"2022-02-18T09:11:01+00:00\",\"dateModified\":\"2025-05-28T13:29:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/\"},\"wordCount\":8,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2022\\\/02\\\/image-7.webp\",\"articleSection\":[\"Betrokkenheid van werknemers\",\"Personeelsbeheer\"],\"inLanguage\":\"nl-NL\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/\",\"name\":\"Agentbeheeroplossingen selecteren - Stelt u de juiste vragen? | Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2022\\\/02\\\/image-7.webp\",\"datePublished\":\"2022-02-18T09:11:01+00:00\",\"dateModified\":\"2025-05-28T13:29:03+00:00\",\"description\":\"Ross Daniels van Calabrio analyseert het 2022 Agent Management Value Index Report van Ventana Research om organisaties te helpen versterken.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#breadcrumb\"},\"inLanguage\":\"nl-NL\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2022\\\/02\\\/image-7.webp\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2022\\\/02\\\/image-7.webp\",\"width\":2500,\"height\":1740},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.calabrio.com\\\/nl\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"name\":\"Calabrio\",\"description\":\"Workforce Engagement Management Software\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"nl-NL\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\",\"name\":\"Calabrio\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"width\":1360,\"height\":984,\"caption\":\"Calabrio\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/pages\\\/Calabrio\\\/312159772174664\",\"https:\\\/\\\/x.com\\\/calabrio\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/calabrio\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/fdf1dfa3e320e7bd29001e2e7346b7cc\",\"name\":\"calabrioauthor2\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/6e91b647ac77a9dfb4a4ee11e5a8499e80c32d118e0553ec84598e9c1ef11a3c?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/6e91b647ac77a9dfb4a4ee11e5a8499e80c32d118e0553ec84598e9c1ef11a3c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/6e91b647ac77a9dfb4a4ee11e5a8499e80c32d118e0553ec84598e9c1ef11a3c?s=96&d=mm&r=g\",\"caption\":\"calabrioauthor2\"},\"description\":\"Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business. For customers and partners.\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/nl\\\/author\\\/calabrioauthor2\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Agentbeheeroplossingen selecteren - Stelt u de juiste vragen? | Calabrio","description":"Ross Daniels van Calabrio analyseert het 2022 Agent Management Value Index Report van Ventana Research om organisaties te helpen versterken.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/","og_locale":"nl_NL","og_type":"article","og_title":"Agentbeheeroplossingen selecteren - Stelt u de juiste vragen?","og_url":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/","og_site_name":"Calabrio","article_publisher":"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","article_published_time":"2022-02-18T09:11:01+00:00","article_modified_time":"2025-05-28T13:29:03+00:00","og_image":[{"width":1200,"height":628,"url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/ventana_report_image-1.png","type":"image\/png"}],"author":"calabrioauthor2","twitter_card":"summary_large_image","twitter_creator":"@calabrio","twitter_site":"@calabrio","twitter_misc":{"Written by":"calabrioauthor2"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#article","isPartOf":{"@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/"},"author":{"name":"calabrioauthor2","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/fdf1dfa3e320e7bd29001e2e7346b7cc"},"headline":"Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?","datePublished":"2022-02-18T09:11:01+00:00","dateModified":"2025-05-28T13:29:03+00:00","mainEntityOfPage":{"@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/"},"wordCount":8,"commentCount":0,"publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"image":{"@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/image-7.webp","articleSection":["Betrokkenheid van werknemers","Personeelsbeheer"],"inLanguage":"nl-NL","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/","url":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/","name":"Agentbeheeroplossingen selecteren - Stelt u de juiste vragen? | Calabrio","isPartOf":{"@id":"https:\/\/www.calabrio.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#primaryimage"},"image":{"@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/image-7.webp","datePublished":"2022-02-18T09:11:01+00:00","dateModified":"2025-05-28T13:29:03+00:00","description":"Ross Daniels van Calabrio analyseert het 2022 Agent Management Value Index Report van Ventana Research om organisaties te helpen versterken.","breadcrumb":{"@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#breadcrumb"},"inLanguage":"nl-NL","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/"]}]},{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#primaryimage","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/image-7.webp","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/image-7.webp","width":2500,"height":1740},{"@type":"BreadcrumbList","@id":"https:\/\/www.calabrio.com\/blog\/agentbeheeroplossingen-selecteren-stelt-u-de-juiste-vragen\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.calabrio.com\/nl\/"},{"@type":"ListItem","position":2,"name":"Agentbeheeroplossingen selecteren &#8211; Stelt u de juiste vragen?"}]},{"@type":"WebSite","@id":"https:\/\/www.calabrio.com\/fr\/#website","url":"https:\/\/www.calabrio.com\/fr\/","name":"Calabrio","description":"Workforce Engagement Management Software","publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.calabrio.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"nl-NL"},{"@type":"Organization","@id":"https:\/\/www.calabrio.com\/fr\/#organization","name":"Calabrio","url":"https:\/\/www.calabrio.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","width":1360,"height":984,"caption":"Calabrio"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","https:\/\/x.com\/calabrio","https:\/\/www.linkedin.com\/company\/calabrio"]},{"@type":"Person","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/fdf1dfa3e320e7bd29001e2e7346b7cc","name":"calabrioauthor2","image":{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/secure.gravatar.com\/avatar\/6e91b647ac77a9dfb4a4ee11e5a8499e80c32d118e0553ec84598e9c1ef11a3c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/6e91b647ac77a9dfb4a4ee11e5a8499e80c32d118e0553ec84598e9c1ef11a3c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6e91b647ac77a9dfb4a4ee11e5a8499e80c32d118e0553ec84598e9c1ef11a3c?s=96&d=mm&r=g","caption":"calabrioauthor2"},"description":"Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business. For customers and partners.","url":"https:\/\/www.calabrio.com\/nl\/author\/calabrioauthor2\/"}]}},"featured_image_src":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/image-7-600x400.webp","featured_image_src_square":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2022\/02\/image-7-600x600.webp","author_info":{"display_name":"calabrioauthor2","author_link":"https:\/\/www.calabrio.com\/nl\/author\/calabrioauthor2\/"},"_links":{"self":[{"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/posts\/26344","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/users\/223"}],"replies":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/comments?post=26344"}],"version-history":[{"count":0,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/posts\/26344\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/media\/39920"}],"wp:attachment":[{"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/media?parent=26344"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/categories?post=26344"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/tags?post=26344"},{"taxonomy":"blog-languages","embeddable":true,"href":"https:\/\/www.calabrio.com\/nl\/wp-json\/wp\/v2\/blog-languages?post=26344"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}