{"id":26593,"date":"2016-10-06T08:00:43","date_gmt":"2016-10-06T08:00:43","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/de-superheld-van-uw-contactcentrum\/"},"modified":"2026-01-19T13:28:52","modified_gmt":"2026-01-19T13:28:52","slug":"de-superheld-van-uw-contactcentrum","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/de-superheld-van-uw-contactcentrum\/","title":{"rendered":"De superheld van uw contactcentrum"},"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_65216a1909218cc1472ba2ebd3910175\"\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\">De superheld van uw contactcentrum<\/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_65216a1909218cc1472ba2ebd3910175\"] 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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%2Fde-superheld-van-uw-contactcentrum%2F&#038;text=De superheld van uw contactcentrum\"\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%2Fde-superheld-van-uw-contactcentrum%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>Is uw contactcentrum een superheld? Je zou verbaasd kunnen zijn &#8211; contactcenters zijn tenslotte vaak:<\/p>\n<ul>\n<li>Ondergewaardeerd door de grotere organisatie<\/li>\n<li>Ondergefinancierd<\/li>\n<li>Puur gezien als kostenpost<\/li>\n<li>Op de eerste plaats wordt gesneden in het budget wanneer de nood aan de man komt<\/li>\n<li>En bemand door werknemers op instapniveau<\/li>\n<\/ul>\n<p>Niet bepaald de standaard definitie voor een superheld. Maar voor klantgerichte organisaties is de term &#8220;contact center superhero&#8221; een nauwkeurige en veelzijdige omschrijving. Het is aan u of u uw contactcentrum al dan niet uitrust met uitzonderlijke, bovenmenselijke vaardigheden, zodat uw bedrijf echt klantgericht kan worden.<\/p>\n<p>&nbsp;<\/p>\n<h3>Profiel van een Contact Center Superheld<\/h3>\n<p>Het hart van een klantgerichte organisatie is het contactcenter. Dit is de frontlinie naar uw klanten, de bron en voeding voor het levensbloed van de klanteninformatie dat cruciaal is voor uw succes. Bedrijven die superhelden zijn:<\/p>\n<ul>\n<li>De vitale klantinformatie die door het contactcentrum wordt verzameld analyseren en benutten, omdat ze de waarde ervan voor andere afdelingen en het bedrijf als geheel erkennen<\/li>\n<li>Een omgeving van empowerment bevorderen, geen omgeving van angst, waar agenten ervan overtuigd zijn dat ze best een fout mogen maken, zolang ze er maar van leren en verder gaan<\/li>\n<li>Hun contactcenterbudgetten verdedigen &#8211; ze beschouwen hun contactcentra niet langer gewoon als telefooncentra of kostencentra<\/li>\n<li>Hun contactcenters en hun leden voortdurend verzorgen en voeden<\/li>\n<li>Voortdurend mentorschap en ontwikkelingskansen voor emotionele intelligentie bieden<\/li>\n<li>Leer agenten de kunst van het geven en ontvangen van feedback, inclusief het voeren van een openhartig gesprek met hun baas<\/li>\n<\/ul>\n<h3>De mannen en vrouwen achter de schermen<\/h3>\n<p>Het is logisch dat superheldere contactcenters bemand moeten worden door uitzonderlijke mensen met verschillende vaardigheden. Deze stellaire agenten:<\/p>\n<ul>\n<li>Een natuurlijke affiniteit met klantenservice hebben<\/li>\n<li>Kan snel logische, redelijke beslissingen nemen<\/li>\n<li>Consequent meer leveren dan wat er van hen gevraagd of verwacht wordt<\/li>\n<li>Verlangen naar meer autoriteit om beslissingen te nemen en risico&#8217;s te nemen in het belang van de klant<\/li>\n<li>Intonaties en subtiele signalen van klanten ontcijferen die anderen over het hoofd zien<\/li>\n<li>Gemakkelijk anderen herkennen die het potentieel hebben om uitmuntende agenten te zijn<\/li>\n<li>Behoud hun menselijkheid door hun energie op een goede manier te gebruiken<\/li>\n<\/ul>\n<p>En zoals je je kunt voorstellen, is er een speciaal soort leider nodig om een superheldencontactcentrum met superheldenagenten op te zetten en te onderhouden.<\/p>\n<p>&nbsp;<\/p>\n<p>Deze leiders:<\/p>\n<ul>\n<li>De bedrijfswaarde en verreikende, positieve bedrijfsimpact van hun contactcentrum kunnen communiceren<\/li>\n<li>Vechten voor financiering wanneer dat nodig is<\/li>\n<li>Zijn voortdurend op zoek om het werk van agenten gemakkelijker te maken<\/li>\n<li>Persoonlijk contact met de agenten<\/li>\n<li>oprecht ge\u00efnteresseerd zijn in het personeelsbestand van een contactcentrum en hoe de werking ervan kan worden geoptimaliseerd<\/li>\n<li>Houd de oorspronkelijke vonk of energie in elke agent levend die de leider inspireerde om hem of haar in de eerste plaats aan te nemen<\/li>\n<li>Beheers de contactcenteromgeving terwijl agenten zichzelf kunnen zijn<\/li>\n<li>Weet dat hoe ze agenten laten voelen exponentieel belangrijker is dan de functie die ze hebben<\/li>\n<li>Maak gebruik van superagenten als mentor voor nieuwere agenten<\/li>\n<\/ul>\n<p><strong> <\/strong><\/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":40084,"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-26593","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>De superheld van uw contactcentrum | Calabrio<\/title>\n<meta name=\"description\" content=\"Een speciaal soort leider kan een superheldencontactcentrum cre\u00ebren en onderhouden, bemand door superheldenagenten. 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