{"id":26403,"date":"2014-12-19T12:08:45","date_gmt":"2014-12-19T12:08:45","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/laat-je-agenten-meedoen\/"},"modified":"2025-04-10T11:24:25","modified_gmt":"2025-04-10T11:24:25","slug":"laat-je-agenten-meedoen","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/laat-je-agenten-meedoen\/","title":{"rendered":"Laat je agenten meedoen"},"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_a83fe9a92c5eef586817242260f812df\"\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\">Laat je agenten meedoen<\/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_a83fe9a92c5eef586817242260f812df\"] {\n\t\t@media only screen and (max-width: 743px) 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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%2Flaat-je-agenten-meedoen%2F&#038;text=Laat je agenten meedoen\"\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%2Flaat-je-agenten-meedoen%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\"><div class='wpb-content-wrapper'>Een van de meest controversi\u00eble kwesties in een contactcenter is het inroosteren van diensten, vooral wanneer een center buiten de normale negen-tot-vijf-werkuren en weekends werkt. Dan hebben we te maken met avonddiensten en heel vaak ook nachtdiensten. Over het algemeen zijn deze niet erg populair bij agenten. Ze zijn vrij wanneer de meeste mensen aan het werk zijn, werken wanneer de meeste mensen vrij zijn of genieten van het weekend, feestdagen en evenementen, zoals het WK voetbal. Met wisselende diensten kunnen we niet beloven dat we over een maand naar die bruiloft gaan, etc&#8230;.<\/p>\n<p>Ongunstige ploegendiensten zullen leiden tot een hoog ziekteverzuim, verloop en een laag moreel. De productiviteit wordt be\u00efnvloed en werving wordt nog moeilijker. Om deze uitdagingen het hoofd te bieden, hebben we een lijst opgesteld van best practices die worden gebruikt in de beste centra:<\/p>\n<ol>\n<li>Maak planningen die rekening houden met langere tijdsperiodes, zodat teamleden beter kunnen plannen voor de toekomst. Als ze weten wat ze kunnen verwachten, kunnen ze beter plannen.<\/li>\n<li>Sta ruil en handel toe. Geef mensen meer flexibiliteit om elkaar te dekken zonder dat dit van invloed is op het bedrijf.<\/li>\n<li>Sta agentvoorkeuren toe. We kunnen niet alles honoreren, maar we kunnen wel zoveel mogelijk proberen.<\/li>\n<li>Beloon toppresteerders door voorkeurshifts toe te kennen. Laat iedereen weten dat hoe beter de kwaliteit, CSAT of aanwezigheid, hoe groter de empowerment, controle en planning van iemands leven.<\/li>\n<li>Geef degenen die moeten werken tijdens vakanties of speciale evenementen iets extra&#8217;s. Geef bijvoorbeeld met Kerstmis kleine symbolische cadeautjes. Monteer tijdens het wereldkampioenschap voetbal en belangrijke wedstrijden misschien een paar tv&#8217;s in het midden, met de wedstrijden aan &#8211; in de gedempte modus.<\/li>\n<li>Geef extra compensatie voor nachtdiensten om meer vrijwilligerswerk aan te moedigen.<\/li>\n<li>Gebruik evenwichtige rotaties en zorg voor een eerlijke verdeling van de ploegen die de voorkeur genieten.<\/li>\n<li>Gebruik dezelfde tijdsblokken voor diensten en vrije dagen voor een langere duur.<\/li>\n<li>Houd veranderingen redelijk. Een agent die op maandagavond om 22.00 uur naar huis gaat en op dinsdag om 9.00 uur en op woensdag om 7.00 uur moet komen, is een hele belasting.<\/li>\n<li>Voorzichtig met overwerk. Dit is soms nodig bij tijdelijke volumestijgingen. Te veel gebruikt en het personeel wordt moe. Het zal een averechts effect hebben, waardoor het ziekteverzuim toeneemt.<\/li>\n<\/ol>\n<p>Tegenwoordig zijn er een aantal geweldige, geautomatiseerde softwareprogramma&#8217;s voor personeelsbeheer waarmee deze suggesties in een handomdraai kunnen worden ge\u00efntegreerd.<\/p><\/div>\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":212,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[50],"tags":[],"blog-languages":[],"class_list":["post-26403","post","type-post","status-publish","format-standard","hentry","category-geen-onderdeel-van-een-categorie"],"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>Laat je agenten meedoen | Calabrio<\/title>\n<meta name=\"description\" content=\"Het plannen van ploegen van agenten kan erg controversieel zijn. 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