{"id":26618,"date":"2017-02-16T10:05:58","date_gmt":"2017-02-16T10:05:58","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/3-customer-engagement-trends-om-in-de-gaten-te-houden-in-2017\/"},"modified":"2025-05-07T08:33:45","modified_gmt":"2025-05-07T08:33:45","slug":"3-customer-engagement-trends-om-in-de-gaten-te-houden-in-2017","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/3-customer-engagement-trends-om-in-de-gaten-te-houden-in-2017\/","title":{"rendered":"3 Customer Engagement Trends om in de gaten te houden in 2017"},"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_09cad4b24d0dec98254658664fed4b77\"\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\">3 Customer Engagement Trends om in de gaten te houden in 2017<\/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_09cad4b24d0dec98254658664fed4b77\"] {\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%2F3-customer-engagement-trends-om-in-de-gaten-te-houden-in-2017%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%2F3-customer-engagement-trends-om-in-de-gaten-te-houden-in-2017%2F&#038;text=3 Customer Engagement Trends om in de gaten te houden in 2017\"\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%2F3-customer-engagement-trends-om-in-de-gaten-te-houden-in-2017%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>Nu 2016 achter ons ligt, vragen we ons af wat we kunnen opmaken uit de stortvloed van voorspellingen, profetie\u00ebn en voorspellingen voor 2017. Hier zijn drie belangrijke trends om in de gaten te houden:<\/p>\n<p>&nbsp;<\/p>\n<h3>1. CMO&#8217;s zullen meer uitgeven aan technologie dan CIO&#8217;s<\/h3>\n<p>Volgens het jaarlijkse onderzoek van Gartner naar de uitgaven van CMO&#8217;s, zullen CMO&#8217;s meer uitgeven aan technologie om hun CX-doelstellingen te ondersteunen naarmate klantervaring de sleutel wordt tot het behalen van een concurrentievoordeel. <a href=\"https:\/\/blogs.gartner.com\/jake-sorofman\/yes-cmos-will-likely-spend-more-on-technology-than-cios-by-2017\/\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner-analist Jake Sorofman stelt:<\/a> &#8220;marketing financiert vaak deze cross-functionele CX-initiatieven, bepaalt de strategie en ontwerpt de gewenste ervaring zelf &#8211; en is in veel organisaties eigenaar van en heeft controle over een groeiend overwicht van de klantcontactpunten.&#8221; In 2017 zullen we zien dat toonaangevende marketingorganisaties hun contact center touchpoints uitbreiden met voice-of-the-customer analysetechnologie.<\/p>\n<p><span class=\"bctt-click-to-tweet\"><span class=\"bctt-ctt-text\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23Marketing%20organizations%20will%20expand%20to%20incorporate%20%23cctr%20touchpoints%20with%20%23VoC%20%23analytics&amp;via=Calabrio&amp;related=Calabrio\">#Marketingorganisaties zullen uitbreiden om #cctr touchpoints te integreren met #VoC #analytics <\/a><\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23Marketing%20organizations%20will%20expand%20to%20incorporate%20%23cctr%20touchpoints%20with%20%23VoC%20%23analytics&amp;via=Calabrio&amp;related=Calabrio\" target=\"_blank\" rel=\"noopener\">Delen op X<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3>2. Klantgerichtheid staat in de schijnwerpers in het contactcenter<\/h3>\n<p>Contactcenters worden geconfronteerd met hogere verwachtingen dan ooit &#8211; zowel intern als van klanten. Eerder dit jaar <a href=\"https:\/\/www.callcenter-iq.com\/customer-experience\/white-papers\/2016-executive-report-on-customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">meldde Call Center IQ<\/a> dat bedrijven zich richten op het idee van &#8220;klantgerichtheid&#8221;, waardoor de klantervaring de &#8220;drijvende kracht wordt voor alle belangrijke zakelijke belanghebbenden&#8221;. Deze verschuiving <a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">zet het contactcentrum in de schijnwerpers<\/a>, met bedrijven die op zoek zijn naar een betere klantervaring om de retentie te verhogen, de verkoop te stimuleren en meetbare bedrijfswaarde te leveren. Om die bedrijfsdoelen te bereiken, moet je voldoen aan de eisen van de moderne consument: omnichannelinteracties en gepersonaliseerde, intu\u00eftieve service, nu meteen.<\/p>\n<h3>3. Contactcentra zien het antwoord in de cloud<\/h3>\n<p><a href=\"https:\/\/www.calabrio.com\/nl\/blog\/het-contactcentrum-verheffen-met-de-cloud\/\">De adoptie van cloud-gebaseerde technologie\u00ebn is in de contact center wereld al enkele jaren aan het versnellen<\/a>. Maar Call Center IQ meldt dat in 2017 een op de vier contactcentra voornamelijk gebruik zal maken van cloud-gebaseerde technologie\u00ebn en 22 procent zegt dat ze tegen het einde van het jaar hun hele operatie naar de cloud zullen verplaatsen.<\/p>\n<p>Wat drijft de overstap naar de cloud? Zoals Call Center IQ uitlegt, &#8220;zorgen toonaangevende cloud-oplossingen direct voor betere klantervaringen.&#8221; Innovatieve contactcentra maken gebruik van de naadloze integratie die cloudtechnologie\u00ebn bieden om klanten via elk kanaal te benaderen, zonder hiaten in de connectiviteit, kennis van de agent of servicekwaliteit.<\/p>\n<p>&nbsp;<\/p>\n<p>Door deze gaten te dichten, versnellen ze bovendien niet alleen de service, maar verbeteren ze de operationele effici\u00ebntie door agenten in staat te stellen de juiste service te leveren, de eerste keer. De resulterende kostenbesparingen &#8211; bovenop de welbekende cloud-effici\u00ebnties zoals implementatie met \u00e9\u00e9n druk op de knop, uitbesteed beheer en uitzonderlijke schaalbaarheid &#8211; helpen het contactcentrum de uitdaging aan te gaan om de klantervaring te verbeteren in het licht van stagnerende budgetten.<\/p>\n<p>&nbsp;<\/p>\n<p><span class=\"bctt-click-to-tweet\"><span class=\"bctt-ctt-text\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23cloud%20%23cctr%20solutions%20empower%20stronger%20%23CX%20&amp;via=Calabrio&amp;related=Calabrio\">#cloud #cctr oplossingen maken sterker #CX <\/a><\/span><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fwfo%2Fcustomer-experience%2Fcustomer-engagement-trends-to-watch%2F&amp;text=%23cloud%20%23cctr%20solutions%20empower%20stronger%20%23CX%20&amp;via=Calabrio&amp;related=Calabrio\" target=\"_blank\" rel=\"noopener\">Delen op X<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>Klaar voor 2017 en daarna? Begin hier.<\/h2>\n<p><a href=\"https:\/\/www.calabrio.com\/definitive-guide-to-the-modern-contact-center\/\">Download de definitieve gids voor het moderne contactcentrum <\/a>om te leren hoe contactcentra de effici\u00ebntie en naadloze integraties van cloudgebaseerde workforce optimization (WFO) gebruiken om de effici\u00ebntie te verhogen, af te stemmen op belangrijke bedrijfsdoelstellingen en superieure klantervaringen te leveren.<\/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":203,"featured_media":26620,"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-26618","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>3 Customer Engagement Trends om in de gaten te houden in 2017 | Calabrio<\/title>\n<meta name=\"description\" content=\"Calabrio geeft drie belangrijke trends waar je op moet letten en die je moet uitproberen in je contactcentrum om je klantbetrokkenheid in 2017 te verbeteren.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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