{"id":26510,"date":"2015-12-11T13:05:32","date_gmt":"2015-12-11T13:05:32","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/voorbij-de-silo-je-bent-niet-alleen\/"},"modified":"2025-04-10T11:26:42","modified_gmt":"2025-04-10T11:26:42","slug":"voorbij-de-silo-je-bent-niet-alleen","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/voorbij-de-silo-je-bent-niet-alleen\/","title":{"rendered":"Voorbij de silo: je bent niet alleen"},"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_d9b10f27fc6922f690db8d8d0557f27a\"\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\">Voorbij de silo: je bent niet alleen<\/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_d9b10f27fc6922f690db8d8d0557f27a\"] 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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%2Fvoorbij-de-silo-je-bent-niet-alleen%2F&#038;text=Voorbij de silo: je bent niet alleen\"\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%2Fvoorbij-de-silo-je-bent-niet-alleen%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'>WFM- en planningsprofessionals beschikken gewoonlijk over een reeks gespecialiseerde vaardigheden die worden gebruikt om magie te cre\u00ebren en ervoor te zorgen dat wanneer klanten contact opnemen met een bedrijf, dit gemakkelijk en snel kan gebeuren.<\/p>\n<p>Hiervoor worden aannames gedaan op basis van historische volumes, gemiddelde verwerkingstijden (AHT) en zelfs historische krimp. Maar is er echt betrokkenheid bij wat er gebeurt in de verschillende stromen? Wordt er echt voorzien in middelen voor alle activiteiten die plaatsvinden?<\/p>\n<p>Laten we het voorbeeld nemen van een marketingcampagne waarbij je organisatie een telecomoperator is. Hun volgende release van een nieuwe smartphone of 4G-service staat voor de deur. Er wordt een toename verwacht in het aantal telefoontjes met vragen over de nieuwe service. Er worden extra middelen ingezet om de prognoses te ijken en ervoor te zorgen dat de personeelssterkte nauwkeurig is.<\/p>\n<p>Laten we ons in plaats daarvan een lastiger scenario voorstellen, zoals de introductie van een nieuwe metriek voor het centrum; bijvoorbeeld de Net Promoter Score (NPS) die klantloyaliteit meet en correleert met omzetgroei. Laten we zeggen dat de doelen niet zijn gehaald. Om de situatie recht te zetten, begint het managementteam van het contactcenter aan een six-sigma project dat bestaat uit dagelijkse \u00e9\u00e9n-op-\u00e9\u00e9n coaching voor slecht presterende agenten en korte trainingssessies over uitdagende oproepscenario&#8217;s voor de meerderheid van de agenten. Hier is de fundamentele vraag: hoeveel hiervan wordt daadwerkelijk meegenomen in de planning?<\/p>\n<p>Vaak worden dergelijke maatregelen buiten de planning gehouden. Een van de twee uitkomsten is dan meestal het resultaat. Degenen die het prestatieplan uitvoeren, gaan verder met het uitvoeren van hun actieplan. Als dergelijke maatregelen niet worden meegenomen in de planning, komt het serviceniveau in gevaar. Een andere mogelijkheid is dat het plan op een muur stuit omdat er geen risico&#8217;s in het serviceniveau zijn genomen voor ongeplande, off-board activiteiten. In beide gevallen zullen klanten eronder lijden: door een gebrek aan voldoende personeel, waardoor de wachttijden langer worden of het verwachte serviceniveau of de verwachte oplossing niet wordt gehaald.<\/p>\n<p>Dus wat is het antwoord? Het is om uit de silo te breken en ervoor te zorgen dat alle belanghebbenden van het plan meewerken aan het opnemen van de input in de planning. Dit cre\u00ebert een gezonde cultuur van informatiedeling en maakt het mogelijk om het perspectief van &#8220;wij en zij&#8221; te overstijgen (misschien vind je ons artikel over &#8220;<a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2015-04-24\/wmhwc\" target=\"_blank\" rel=\"noopener noreferrer\">WFM en het stimuleren van verandering in organisaties<\/a>&#8221; ook interessant).<\/p>\n<p>Een best practice is om de belangrijkste teamleden die betrokken zijn bij WFM, kwaliteit, training, teamleiders, enz. voorafgaand aan elke planning &#8211; wekelijks, maandelijks of wanneer dan ook &#8211; bij elkaar te roepen om verwachtingen, prognoses, verwachte serviceniveaus, over- en onderbezetting en andere activiteiten en plannen te bespreken. De resulterende planning zal er dus een zijn die voldoet aan de behoeften van zowel de klanten als de interne belanghebbenden, zodat niet alleen de klanten worden geholpen, maar ook het oplossingsniveau optimaal is.<\/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":26513,"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-26510","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie"],"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>Voorbij de silo: je bent niet alleen | Calabrio<\/title>\n<meta name=\"description\" content=\"Is resourcing echt voorzien voor alle activiteiten die plaatsvinden in uw contactcentrum? 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