{"id":26566,"date":"2016-06-09T08:02:52","date_gmt":"2016-06-09T08:02:52","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/top-3-inzichten-uit-het-2016-global-contact-center-benchmarking-report\/"},"modified":"2025-04-10T11:27:20","modified_gmt":"2025-04-10T11:27:20","slug":"top-3-inzichten-uit-het-2016-global-contact-center-benchmarking-report","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/top-3-inzichten-uit-het-2016-global-contact-center-benchmarking-report\/","title":{"rendered":"Top 3 inzichten uit het 2016 Global Contact Center Benchmarking Report"},"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_19dc287ace2399eeccb57e813bc8be68\"\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\">Top 3 inzichten uit het 2016 Global Contact Center Benchmarking Report<\/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_19dc287ace2399eeccb57e813bc8be68\"] {\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%2Ftop-3-inzichten-uit-het-2016-global-contact-center-benchmarking-report%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%2Ftop-3-inzichten-uit-het-2016-global-contact-center-benchmarking-report%2F&#038;text=Top 3 inzichten uit het 2016 Global Contact Center Benchmarking Report\"\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%2Ftop-3-inzichten-uit-het-2016-global-contact-center-benchmarking-report%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>De contactcenteromgeving evolueert altijd snel<\/p>\n<p>Als er \u00e9\u00e9n ding is dat ik heb geleerd door meer dan tien jaar in deze branche te werken, is het dat wanneer dingen veranderen, ze heel snel veranderen. Bij Calabrio lopen we graag vooruit op de ontwikkelingen, zodat we onze klanten kunnen helpen waar ze morgen willen zijn, in plaats van waar ze gisteren waren. We doen dit op verschillende manieren, onder andere door op de hoogte te blijven van onderzoek in de sector.<\/p>\n<p>Een van de plaatsen waar ik op zoek ga naar trends is het <a href=\"https:\/\/dimensiondatacx.com\/\">2016 Dimension Data Global Contact Centre Benchmarking Report<\/a>, het meest uitgebreide wereldwijde contactcenteronderzoek in de branche. Hieronder staan de drie belangrijkste inzichten uit het rapport en wat u kunt doen om ervoor te zorgen dat uw bedrijf voorop blijft lopen.<\/p>\n<h3>1. Digitale kanalen zijn nu goed voor 42% van alle contactcenterinteracties<\/h3>\n<p>Niet alleen hebben digitale interacties aanzienlijk terrein gewonnen in 2016, maar digitale interacties, zoals chat, e-mail, sociale media, sms, etc., zijn hard op weg om telefooninteracties in te halen tegen het begin van 2017.<br \/><br class=\"none\"><strong>Wat u kunt doen:<\/strong> Zet een omnichannelstrategie op. Millennials halen oudere generaties in als de dominante koop- en besluitvormingsgroep. Ze willen je bedrijf kunnen bereiken via de kanalen waar ze zich het prettigst bij voelen. Als je bedrijf deze kanalen nog niet effectief gebruikt, is het nu tijd om ermee te beginnen.<\/p>\n<h3>2. 80% van de organisaties ziet klantervaring nu als een onderscheidende factor ten opzichte van de concurrentie<\/h3>\n<p>Stel je het volgende scenario voor: Michelle overweegt een nieuwe betaalrekening te openen, maar ze weet niet zeker of ze voor bank A of bank B wil kiezen. Na onderzoek bij elke bank om meer te weten te komen over het rekeningaanbod, realiseert ze zich dat beide banken in principe hetzelfde aanbod hebben. Bank A zette haar echter lang in de wacht, sprak haar nooit bij naam aan, wilde haar diensten verkopen waar ze niet naar op zoek was en leek haast te hebben om haar van de telefoon te halen. Het is die ervaring die Michelle uiteindelijk doet besluiten om in zee te gaan met Bank B. Hoewel deze anekdote misschien overdreven lijkt, is de waarheid dat uw klanten elke dag met soortgelijke ervaringen in de klantenservice te maken hebben.<br \/><br class=\"none\"><strong>Wat je kunt doen: <\/strong>Investeer in analysetools en -technologie\u00ebn waarmee je bedrijf de klanttevredenheid kan meten en opvolgen. Deze gegevens helpen je niet alleen om probleemgebieden te herkennen (bijv. de gemiddelde wachttijd is te lang), maar ook om de klantervaring te koppelen aan andere belangrijke aspecten van je bedrijf, zoals verkoop, klantloyaliteit en betrokkenheid van medewerkers. Je kunt immers niet verbeteren wat je niet kunt meten. En als je denkt dat je concurrenten niet actief proberen om hun klantervaringen te verbeteren, denk dan nog maar eens na.<\/p>\n<h3>3. Meer dan 60% van de organisaties maakt nu plannen voor de cloud<\/h3>\n<p>De voordelen van de cloud zijn talrijk. Cloudoplossingen zorgen niet alleen voor lagere kosten, maar bieden in veel gevallen ook toegang tot nieuwe functionaliteit zonder de kosten die gepaard gaan met onderhoud en upgrades.<br \/><br class=\"none\"><strong>Wat u kunt doen: <\/strong>Hoewel het duidelijk is dat cloudtechnologie een blijvertje is, hoef je niet alles in \u00e9\u00e9n keer over te zetten. Hybride cloudoplossingen die verouderde systemen kunnen combineren met geavanceerde technologie zijn een perfecte en steeds populairdere optie voor bedrijven die onzeker zijn of niet volledig kunnen overschakelen. Bovendien, als de migratiekosten je hebben tegengehouden, raad ik je aan om Calabrio&#8217;s meest recente e-book over de <a href=\"https:\/\/www.calabrio.com\/total-cost-of-ownership-ebook\/\">Total Cost of Ownership<\/a> te bekijken. Het staat vol met tips om meer holistisch na te denken over de kosten van uw contactcentertools, zodat u een weloverwogen beslissing kunt nemen.<\/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":264,"featured_media":26567,"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-26566","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>Top 3 inzichten uit het 2016 Global Contact Center Benchmarking Report | Calabrio<\/title>\n<meta name=\"description\" content=\"Uit 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