{"id":26541,"date":"2016-03-11T12:12:03","date_gmt":"2016-03-11T12:12:03","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/perfecte-schemas-en-vervelende-pieken-en-dalen\/"},"modified":"2025-04-10T11:27:04","modified_gmt":"2025-04-10T11:27:04","slug":"perfecte-schemas-en-vervelende-pieken-en-dalen","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/perfecte-schemas-en-vervelende-pieken-en-dalen\/","title":{"rendered":"Perfecte schema&#8217;s en vervelende pieken en dalen"},"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_57c09ee49f56616f886f4c56085b88d5\"\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\">Perfecte schema&#8217;s en vervelende pieken en dalen<\/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_57c09ee49f56616f886f4c56085b88d5\"] {\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%2Fperfecte-schemas-en-vervelende-pieken-en-dalen%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%2Fperfecte-schemas-en-vervelende-pieken-en-dalen%2F&#038;text=Perfecte schema&#8217;s en vervelende pieken en dalen\"\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%2Fperfecte-schemas-en-vervelende-pieken-en-dalen%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><em>Jeremy Hamill-Keays, Product Manager, Calabrio bekijkt hoe workforce management de gaten vult<\/em><\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2016\/03\/shutterstock_268140059_Service_Level_Teleopti_w350.png\" data-rel=\"lightbox-image-0\" data-rl_title=\"\" data-rl_caption=\"\" title=\"\"><img decoding=\"async\" loading=\"lazy\" class=\"alignright size-full wp-image-888\" src=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2016\/03\/shutterstock_268140059_Service_Level_Teleopti_w350.png\" alt=\"pieken en dalen\" width=\"350\" height=\"246\"><\/a>Het runnen van een succesvol contactcenter betekent proactief zijn en niet reactief &#8211; zodra het serviceniveau begint te dalen, kan het vaak een sneeuwbaleffect hebben, waarbij \u00e9\u00e9n vertraging leidt tot een grotere vertraging enzovoort. Het is dus belangrijk om <a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2016-03-11\/8v3xcs\" target=\"_blank\" rel=\"noopener noreferrer\">veranderingen te kunnen zien aankomen<\/a>. Een goed gerund contactcenter moet altijd de vraag van klanten kunnen voorspellen en de juiste mensen kunnen inplannen om op het juiste moment op de juiste plaats te zijn. In het licht van veranderende gespreksvolumes en beschikbaarheid van agenten is dit echter geen eenvoudige taak op dagelijkse basis. Hoewel de best geplande plannen de vraag van klanten kunnen voorspellen, zullen er altijd verrassingen zijn. Er kan bijvoorbeeld een onverwachte verandering in het weer zijn en dan is de enige garantie dat de dag niet zal verlopen zoals gepland.<\/p>\n<p>Hoewel het dus mogelijk is om de vraag van klanten te voorspellen, is het niet mogelijk om 100% accuraat te zijn. Zo is het ook mogelijk om de beschikbaarheid en afwezigheid van agenten te berekenen door ziekte, training, verlof enz. maar het is niet mogelijk om te weten welke agent ziek zal zijn en wanneer. Aangezien elke agent een specifiek dienstrooster heeft, kan individuele afwezigheid soms een duidelijke impact hebben op de service. Daarom is proactieve planning nodig en bent u op zoek naar een oplossing voor Workforce Management (WFM) waarmee u de planning overdag kunt aanpassen, rekening houdend met ongeplande veranderingen in de vraag van klanten en ongeplande afwezigheid van agenten. Het is belangrijk om agenten zowel overdag als in de toekomst te kunnen inplannen, dus zorg ervoor dat je WFM-leverancier een <a href=\"https:\/\/www.teleopti.com\/wfm\/teleopti-wfm-solution\/solution-capabilities-in-depth\/intraday-management.aspx\" target=\"_blank\" rel=\"noopener noreferrer\">intra-day <\/a>planner heeft om met deze situatie om te gaan. Misschien maak je bijvoorbeeld een plan dat 90% correct is, maar om de 10% te compenseren die niet gepland kan worden, is het mogelijk om pauzetijden en lunches te veranderen of mensen te verplaatsen tussen vaardigheidsgroepen, frontoffice- en backofficewerk, enz. De veranderingen zijn vaak maar een paar minuten, maar die kleine veranderingen kunnen het verschil maken tussen het halen van serviceniveaus tijdens pieken en het verliezen van waardevolle gesprekken.<\/p>\n<p><strong>Te veel agenten en te weinig aanvragen AKA een trog<\/strong><br \/>Te veel agenten en te weinig vragen is een luxe die contactcenters zich niet kunnen veroorloven &#8211; letterlijk! Als een contactcenter regelmatig overbezet is tijdens rustige periodes, suggereert dit dat er iets mis is met de strategische prognose en planning. In dit geval is het de kunst om te proberen het meteen goed te doen, wat betekent dat de WFM-oplossing helpt bij het maken van een nauwkeurige prognose, zodat de rest van de tijd overblijft voor het beheren van uitzonderingen. Als deze balans niet correct wordt bereikt, zelfs met de beste WFM-oplossing ter wereld, zal er op de dag zelf tijd worden besteed aan brandjes blussen.<\/p>\n<p>Als er aan de andere kant een dag is dat het contactcenter overbezet is, dan is er altijd de mogelijkheid om agenten andere taken te geven, zoals uitgaande gesprekken, sociale media of om tijd te besteden aan extra training of andere activiteiten.<\/p>\n<p>De kunst om pieken en dalen te vermijden is in te zien dat het runnen van een contactcenter twee processen inhoudt. De eerste is strategische planning om te proberen het in \u00e9\u00e9n keer goed te doen. Ten tweede, erkennen dat er altijd een foutmarge zal zijn en die elke dag beheren. Beide processen zijn even belangrijk. Daarom is het ideaal om te werken met een goed ontworpen prognose en planning, maar in staat te zijn om de middelen gedurende de dag bij te stellen om ervoor te zorgen dat <a href=\"https:\/\/www2.teleopti.com\/l\/25502\/2016-02-02\/79slw8\" target=\"_blank\" rel=\"noopener noreferrer\">de servicetargets<\/a> consistent worden gehaald tegen minimale kosten.<\/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":4,"featured_media":26543,"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-26541","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Perfecte schema&#039;s en vervelende pieken en dalen | Calabrio<\/title>\n<meta name=\"description\" content=\"Vraag van de klant vs beschikbaarheid van agenten = impact op uw serviceniveaus. 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