{"id":26794,"date":"2018-03-22T06:17:59","date_gmt":"2018-03-22T06:17:59","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/inspireren-tot-verandering-via-contact-center-analytics\/"},"modified":"2026-01-19T11:35:56","modified_gmt":"2026-01-19T11:35:56","slug":"inspireren-tot-verandering-via-contact-center-analytics","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/inspireren-tot-verandering-via-contact-center-analytics\/","title":{"rendered":"Inspireren tot verandering via Contact Center Analytics"},"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_3b4299fafe26a8c817794da2ff339dd7\"\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\">Inspireren tot verandering via Contact Center Analytics<\/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_3b4299fafe26a8c817794da2ff339dd7\"] {\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%2Finspireren-tot-verandering-via-contact-center-analytics%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%2Finspireren-tot-verandering-via-contact-center-analytics%2F&#038;text=Inspireren tot verandering via Contact Center Analytics\"\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%2Finspireren-tot-verandering-via-contact-center-analytics%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 wereld is datagestuurd. En het motto &#8220;cijfers liegen niet&#8221; komt voort uit het idee dat gegevens de bron zijn van een onbetwistbare waarheid. Datagestuurde statistieken werken als een katalysator; ze onthullen patronen, brengen sterke en zwakke punten aan het licht en zetten aan tot verandering. Hoewel bedrijven gegevens erkennen als een belangrijk zakelijk hulpmiddel, slagen veel bedrijven er niet in de beschikbare informatie volledig te benutten, met name de inzichten van het contactcenter. En als gevolg daarvan missen ze het doel om te leveren wat klanten willen.<\/p>\n<p>&nbsp;<\/p>\n<p>We hebben onlangs meer dan 1000 C-suite executives in de V.S. en het V.K. ondervraagd en ontdekten dat bedrijven over het algemeen beschikbare gegevens niet optimaal gebruiken om verandering te stimuleren. Hoewel 85 procent van de respondenten het ermee eens was dat gegevens en analyses belangrijk zijn voor het informeren van veranderingen in sales en marketing, gaven ze ook toe dat ze slechts vertrouwen op een klein aantal gegevenspunten. Bijna de helft zegt dat ze sterk vertrouwen op slechts \u00e9\u00e9n punt, waaronder omzetcijfers (39 procent) en gegevens van sociale media (35 procent).<\/p>\n<p>&nbsp;<\/p>\n<p>Bedrijven die vertrouwen op beperkte datapunten zullen nooit een holistisch beeld van hun klanten krijgen. En het ontbreken van dit inzicht maakt noodzakelijke veranderingen die loyale klanten cre\u00ebren niet mogelijk. Zelfs leidinggevenden die naar de mening van klanten kijken om veranderingen te stimuleren, nemen niet alle informatiebronnen in overweging. 49 procent vertrouwt op beoordelingen en recensies, terwijl 40 procent sociale media gebruikt. Beide kanalen leveren scheve gegevens op omdat klanten die de tijd nemen om een bericht te plaatsen waarschijnlijk ofwel zeer tevreden of ontevreden zijn over het bedrijf.<\/p>\n<p>&nbsp;<\/p>\n<p>Het meest verrassende is dat 68 procent van de leidinggevenden toegaf een &#8220;<i>als het niet kapot is, repareer het dan niet<\/i>&#8220;-houding te hebben ten opzichte van verandering. Zonder directe druk op het bedrijf komen grote transformatie-initiatieven gewoon niet van de grond. In een sterk concurrerende markt kunnen bedrijven het zich echter niet veroorloven om alleen te veranderen als er iets kapot gaat. Consumententrouw is vluchtig en als bedrijven er niet in slagen om voorop te blijven lopen en voortdurend te innoveren, zullen klanten vertrekken.<\/p>\n<p>&nbsp;<\/p>\n<p>We weten dat gegevens van contactcenters bedrijven cruciale inzichten kunnen geven die strategische verandering stimuleren, en het Calabrio ONE platform is ontworpen om dat soort bedrijfstransformatie aan te moedigen. Door gegevens over klantinteracties uit<i> alle<\/i> kanalen samen te voegen en visueel aantrekkelijke, eenvoudig te begrijpen rapporten te produceren, kunnen besluitvormers er zeker van zijn dat ze een volledig beeld van de klant krijgen en dat inzicht gebruiken om vol vertrouwen veranderingen door te voeren.<\/p>\n<p>&nbsp;<\/p>\n<p>Contact center analytics fungeert als een change agent en zou een bedrijfsnoodzaak moeten zijn. Lees het volledige rapport om te leren hoe inzichten in contactcentra de transformatie van bedrijven succesvol kunnen stimuleren: <a href=\"https:\/\/www.calabrio.com\/business-transformation-analytics-report\/\" target=\"_blank\" rel=\"noopener noreferrer\">Bedrijfstransformatie en Analytics: Aansturen van verandering in een klantgerichte wereld<\/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":39938,"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-26794","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>Inspireren tot verandering via Contact Center Analytics<\/title>\n<meta name=\"description\" content=\"De wereld is datagestuurd. 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