{"id":26637,"date":"2017-03-29T10:44:53","date_gmt":"2017-03-29T10:44:53","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/het-contactcentrum-van-de-toekomst-uitrusten\/"},"modified":"2025-05-07T05:29:03","modified_gmt":"2025-05-07T05:29:03","slug":"het-contactcentrum-van-de-toekomst-uitrusten","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/het-contactcentrum-van-de-toekomst-uitrusten\/","title":{"rendered":"Het contactcentrum van de toekomst uitrusten"},"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_1e6574698957ae759c430ee4048309c8\"\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\">Het contactcentrum van de toekomst uitrusten<\/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_1e6574698957ae759c430ee4048309c8\"] {\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%2Fhet-contactcentrum-van-de-toekomst-uitrusten%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%2Fhet-contactcentrum-van-de-toekomst-uitrusten%2F&#038;text=Het contactcentrum van de toekomst uitrusten\"\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%2Fhet-contactcentrum-van-de-toekomst-uitrusten%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>In de afgelopen paar jaar hebben we gezien dat bedrijven &#8211; oude en nieuwe, grote en kleine &#8211; in elke belangrijke sector hun manier van zakendoen fundamenteel hebben veranderd om klantgericht te zijn. Ze hebben zich gerealiseerd dat &#8220;het tijdperk van de klant&#8221; meer is dan een uitdrukking, het is een zakelijke realiteit, en dat hebben ze geleerd:<\/p>\n<ol>\n<li>De klantervaring is hun enige echte onderscheidende factor.<\/li>\n<li>Om de klantervaring positief vorm te geven, moeten ze in elke fase van de levenscyclus op een zinvolle manier met klanten in contact kunnen treden.<\/li>\n<\/ol>\n<p>Met deze essenti\u00eble zakelijke axioma&#8217;s is ook het belang van het contact center naar de voorgrond van het zakelijke bewustzijn verschoven. Waar deze businessgroep ooit werd gezien als een verouderde backendfunctie die weinig meer deed dan klachten van klanten beantwoorden en neutraliseren, wordt het vandaag de dag, wanneer het is uitgerust met de juiste technologie, beschouwd als een onmisbare businessunit en een onschatbare aanjager van klantinzichten. Hoewel veel contactcentra hun mentaliteit effectief hebben veranderd van reactief naar proactief en voorspellend, blijft de technologie meestal achter. Veel organisaties voelen zich verstikt door verouderde, legacy technologie\u00ebn en richten zich in plaats daarvan op modernere, flexibele oplossingen waarmee ze kunnen voldoen aan de verwachtingen van de moderne consument. Niets onderstreept deze verschuiving duidelijker dan de opkomst van de Contact Center as a Service (CCaaS) markt en de contact center &#8220;tech stack&#8221; die het mogelijk maakt.<\/p>\n<p>&nbsp;<\/p>\n<p>Volgens Gartner is CCaaS een van de snelst groeiende servicemarkten in Noord-Amerika. Met CCaaS kan elk bedrijf binnen enkele minuten een volledig functionerend contact center configureren en implementeren, ongeacht de omvang of complexiteit van de bestaande infrastructuur. Het is letterlijk een staaf dynamiet voor wat traditioneel een hoge drempel was voor bedrijven om een contactcentrum te bouwen en te beheren. Bedrijven als Amazon Web Services (AWS) lopen voorop om dit allemaal mogelijk te maken met aanbiedingen zoals Amazon Connect, de nieuwe cloudgebaseerde contactcenterdienst van AWS die deze week werd aangekondigd op Enterprise Connect.<\/p>\n<p>&nbsp;<\/p>\n<p>Hoewel deze ontwikkeling in speed-to-market echt opwindend is, vooral voor bedrijven die hun klantenservice willen opschalen, is wat nog opwindender is de mogelijkheid om krachtige tools te integreren, zoals Calabrio, die de stem van de klant gebruiken om inzichten te ontdekken die waarde cre\u00ebren in het hele bedrijf. Voor veel organisaties was dit soort <a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">klantinformatie<\/a> tot nu toe ontoegankelijk.<\/p>\n<p>&nbsp;<\/p>\n<p>Iedereen die Calabrio kent, weet dat we ons altijd hebben ingezet om onze klanten te voorzien van de meest innovatieve, moderne oplossingen die beschikbaar zijn. En vandaag zijn we blij te kunnen aankondigen dat we trouw blijven aan die belofte door <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/calabrio-een\/\">Calabrio ONE<\/a> te integreren met Amazon Connect. Met Calabrio kunnen klanten van Amazon Connect erop vertrouwen dat contactcentermedewerkers uitgerust en gemotiveerd zijn om de ervaring te bieden die klanten altijd en overal wensen &#8211; allemaal geleverd via Amazon Web Services.<\/p>\n<p>&nbsp;<\/p>\n<p>Als de enige volledig multi-tenanted cloud workforce optimization (WFO) suite op de markt, biedt Calabrio ONE &#8211; inclusief gespreksopname, kwaliteitsbeheer, workforce management en voice-of-the-customer (VoC) analyses &#8211; het overzicht van klantinteracties dat zo cruciaal is voor het verbeteren van de klant- en werknemerservaring. Het is ons een genoegen om alle Amazon Connect klanten te voorzien van dit ene overzicht en we hopen dat het hen niet alleen in staat zal stellen om te navigeren, maar om echt te gedijen in de hyperconcurrerende omgeving voor klantenbinding.<\/p>\n<p>&nbsp;<\/p>\n<p>Meer informatie over Amazon Connect <a href=\"https:\/\/www.businesswire.com\/news\/home\/20170328005857\/en\/AWS-Announces-Amazon-Connect\" target=\"_blank\" rel=\"noopener noreferrer\">vind je in de aankondiging van het bedrijf<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>Kom meer te weten over hoe het Calabrio ONE cloud platform contactcenters moderniseert in het tijdperk van de klant, <a href=\"https:\/\/www.calabrio.com\/definitive-guide-to-the-modern-contact-center\">download de Definitive Guide to the Modern Contact Center<\/a>.<\/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":269,"featured_media":26639,"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-26637","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>Het contactcentrum van de toekomst uitrusten | Calabrio<\/title>\n<meta name=\"description\" content=\"Ontdek hoe contactcentra die Contact Center as a Service (CCaaS) en Workforce Optimization (WFO) samen aanschaffen, hun klantenservice schaalbaar maken.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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