{"id":31941,"date":"2025-05-21T15:39:45","date_gmt":"2025-05-21T15:39:45","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/empowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice\/"},"modified":"2025-05-21T17:24:57","modified_gmt":"2025-05-21T17:24:57","slug":"empowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/empowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice\/","title":{"rendered":"Empowerment van agenten met AI: een visie op de toekomst van klantenservice"},"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_906745e4cbbd80ab7aa946f4a0165195\"\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\">Contactcentrum AI <\/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\">Empowerment van agenten met AI: een visie op de toekomst van klantenservice<\/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)]\" 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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%2Fempowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice%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%2Fempowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice%2F&#038;text=Empowerment van agenten met AI: een visie op de toekomst van klantenservice\"\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 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text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>Laten we beginnen<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.calabrio.com\/nl\/boek-een-demo\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"Een demo boeken\"\n\t\t\t\t>\n\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\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><span data-contrast=\"auto\">Terwijl kunstmatige intelligentie zich blijft ontwikkelen, komt \u00e9\u00e9n vraag steeds weer naar boven: Zal AI menselijke hulpverleners vervangen? Het antwoord is duidelijk: AI is hier om  <\/span><b><span data-contrast=\"auto\">verbeteren<\/span><\/b><span data-contrast=\"auto\">  de mogelijkheden van agenten, niet om ze te vervangen. Deze verschuiving opent de deur naar een toekomst waarin menselijke expertise en machine-effici\u00ebntie hand in hand gaan om klantervaringen te transformeren.<\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Inzichten uit de <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/staat-van-het-contactcenter-2025\/\"><i><span data-contrast=\"none\">Calabrio Staat van het Contactcenter 2025<\/span><\/i><\/a><span data-contrast=\"auto\">  Uit het rapport blijkt dat 98% van de contactcentra nu gebruik maakt van AI om belangrijke meetgegevens te herdefini\u00ebren, prestaties te optimaliseren en te voldoen aan de steeds hogere verwachtingen van de consument. Toch hangt het succes van AI nauw samen met hoe goed het agenten ondersteunt &#8211; niet vervangt.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #d2f3fa\"\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: #0c1c47\"><h6 style=\"text-align: center\"><strong>Ontdek meer belangrijke trends die de toekomst van contactcentra vormgeven.<\/strong><\/h6>\n<h6 style=\"text-align: center\"><strong><span style=\"color: #e3120a\"><a style=\"color: #e3120a\" href=\"https:\/\/www.calabrio.com\/nl\/staat-van-het-contactcenter-2025\/\" target=\"_blank\" rel=\"noopener\">Lees het volledige rapport <em>State of the Contact Center 2025<\/em>.<\/a><\/span><\/strong><\/h6>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"role-of-AI\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>AI als agentversterker, niet als vervanging<\/h2>\n<p><span data-contrast=\"auto\">AI-tools zijn gemaakt om <\/span><b><span data-contrast=\"auto\">menselijke agenten te ondersteunen<\/span><\/b><span data-contrast=\"auto\">Zo worden repetitieve taken gestroomlijnd en kunnen agenten zich richten op complexere en zinvollere interacties. Van het afhandelen van grote hoeveelheden vragen tot het in real-time aan het licht brengen van inzichten, AI fungeert als een krachtige assistent die de productiviteit verhoogt en de burn-out van agenten vermindert.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Volgens het rapport gebruikt 81% van de contactcentra <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/kwaliteitsmanagement\/ai-gestuurde-software-voor-kwaliteitsborging-van-contactcentra\/\"><span data-contrast=\"none\">AI voor kwaliteitsborging<\/span><\/a><span data-contrast=\"auto\">en 80% <\/span><a href=\"https:\/\/www.calabrio.com\/wfo\/customer-interaction-analytics\/\"><span data-contrast=\"none\">analyseert klantinteracties<\/span><\/a><span data-contrast=\"auto\">  met behulp van AI. Deze hulpmiddelen vergroten de menselijke betrokkenheid, niet verminderen.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">In plaats van banen te <\/span><b><span data-contrast=\"auto\">transformeren<\/span><\/b><span data-contrast=\"auto\">. Agenten ontwikkelen zich tot escalatiespecialisten, klantervaringsstrategen en AI-toezichtprofessionals. Deze evolutie biedt nieuwe carri\u00e8repaden en een diepere betrokkenheid bij klanten.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b><span data-contrast=\"auto\">Belangrijkste inzicht:<\/span><\/b><span data-contrast=\"auto\"> AI is een krachtvermeerderaar die agenten superkrachten geeft, geen ontslagbrief.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Validation\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>AI voor real-time validatie en kwaliteitsondersteuning<\/h2>\n<p><span data-contrast=\"auto\">Kan AI agenten helpen bij het nauwkeurig vastleggen van informatie, zoals het bevestigen van afspraken of het controleren van gegevensinvoer? Absoluut.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Wanneer AI wordt ge\u00efntegreerd met back-end platforms, kan het:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Luister, transcribeer en bevestig afspraakdetails met klanten in realtime.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Markeer afwijkingen zoals onjuiste datums of verkeerd gespelde namen.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Assisteren bij kwaliteitsborging door potenti\u00eble fouten aan te geven voor controle.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Uit onderzoek van Calabrio blijkt dat 77% van de contactcentra vertrouwt op AI voor <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/blog\/contact-center-forecasting-guide\/\"><span data-contrast=\"none\">het voorspellen van<\/span><\/a><span data-contrast=\"auto\">en velen zien het als essentieel voor het leveren van 24\/7 ondersteuning en het waarborgen van kwaliteit op schaal.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">AI fungeert als een <\/span><b><span data-contrast=\"auto\">tweede stel ogen en oren<\/span><\/b><span data-contrast=\"auto\">Het zorgt voor nauwkeurigheid en geeft agenten het vertrouwen om service van hoge kwaliteit te leveren.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Collaboration\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Vertrouwen opbouwen in AI-gestuurde samenwerking<\/h2>\n<p><span data-contrast=\"auto\">Weerstand tegen AI komt vaak voort uit onzekerheid over de effectiviteit ervan, gebrek aan ervaring met het gebruik ervan of diepere bezorgdheid over baanzekerheid. De oplossing voor het opbouwen van vertrouwen en het stimuleren van de toepassing van AI ligt in duidelijke communicatie en empowerment:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Train agenten om effectief samen te werken met AI.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Deel hoe AI de werkdruk verlaagt en de tevredenheid van agenten verhoogt.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Verhalen over carri\u00e8regroei door AI-gerelateerde functies benadrukken.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Toch onthult het Calabrio rapport een discrepantie: terwijl 83% van de leiders gelooft dat AI het welzijn van agenten zal verbeteren, biedt 59% van de contactcentra geen voortdurende coaching voor het navigeren door AI-gedreven workflows en 32% noemt het wantrouwen van agenten in AI als een punt van zorg.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">Door AI te herpositioneren als partner en niet als concurrent, kunnen organisaties zorgen voor een veerkrachtiger personeelsbestand dat klaar is voor de toekomst.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Channels\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>De juiste kanalen kiezen voor AI-ondersteuning<\/h2>\n<p><span data-contrast=\"auto\">De prestaties van AI verschillen per klantenservicekanaal en succes hangt af van het benutten van de sterke punten, met de juiste tools om de prestaties te ondersteunen en te optimaliseren.<\/span><span> <\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">Chat- en berichtenkanalen<\/span><\/b><span data-contrast=\"auto\">  zijn ideaal voor automatisering, vooral bij klanten die digitaal zijn ingesteld. AI-bots kunnen snel grote aantallen en steeds terugkerende vragen afhandelen, vooral als ze voortdurend worden bijgesteld met analyses om de beheersing en klanttevredenheid te verbeteren.<\/span><span> <\/span><\/li>\n<li><b><span data-contrast=\"auto\">Spraakinteracties<\/span><\/b><span data-contrast=\"auto\">  blijven essentieel voor emotioneel geladen of complexe behoeften. Hier schittert AI door realtime mogelijkheden zoals  <\/span><b><span data-contrast=\"auto\">AI-ondersteunde transcriptie, sentimentdetectie en coachingaanwijzingen<\/span><\/b><span data-contrast=\"auto\">. Deze tools verbeteren de prestaties van agenten door gesprekken te begeleiden, naleving te garanderen en resultaten van hoge kwaliteit te ondersteunen zonder inlevingsvermogen op te offeren.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Hoewel het gebruik van digitale kanalen toeneemt, spelen traditionele kanalen zoals spraak nog steeds een belangrijke rol. Volgens Calabrio&#8217;s  <\/span><i><span data-contrast=\"auto\">Staat van het Contactcenter 2025<\/span><\/i><span data-contrast=\"auto\"> rapport, <\/span><b><span data-contrast=\"auto\">91% van de contactcentra gebruikt spraak of is van plan spraak te gaan gebruiken<\/span><\/b><span data-contrast=\"auto\">  om interacties waar veel op het spel staat in goede banen te leiden. AI moet deze gesprekken versterken, niet belemmeren. Dat betekent slimme routing, proactieve prompts en naadloze menselijke escalatie wanneer dat nodig is.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Future\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>De toekomst: Mensen en AI, samenwerken voor uitmuntendheid<\/h2>\n<p><span data-contrast=\"auto\">De toekomst van klantenservice gaat niet over kiezen tussen mensen of AI, maar over het cre\u00ebren van een <\/span><b><span data-contrast=\"auto\">samenwerkend ecosysteem<\/span><\/b><span data-contrast=\"auto\">  waar beide gedijen. Stel je voor:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Agenten die zijn uitgerust met AI-copilots die hen door complexe problemen loodsen.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Speciale rollen voor het bewaken en verfijnen van de AI-kwaliteit.<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Naadloze overgangen van AI naar agent die moeiteloos en persoonlijk aanvoelen.<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">De <\/span><i><span data-contrast=\"auto\">State of the Contact Center<\/span><\/i><span data-contrast=\"auto\"> rapport bevestigt dat dit hybride model de weg vooruit is -78% van de leiders gelooft dat AI zal helpen bij het combineren van automatisering met menselijk contact om het beste van beide werelden te leveren.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Deze visie is niet alleen mogelijk, ze begint al vorm te krijgen.<\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"Conclusion\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><h2>Conclusie: Bouwen aan een AI-strategie waarin de mens centraal staat<\/h2>\n<p><span data-contrast=\"auto\">AI verbetert de manier waarop agenten werken, waardoor ze effectiever, meer betrokken en impactvoller worden. Het is tijd om het gesprek te herijken: niet over vervanging, maar over  <\/span><b><span data-contrast=\"auto\">hoogte<\/span><\/b><span data-contrast=\"auto\">.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Ondersteund door AI worden supportmedewerkers de architecten van next-level klantervaringen. De toekomst van klantenservice is samenwerking, aanpassingsvermogen en diep menselijk.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n<div\n\tstyle=\"background-color: #d2f3fa\"\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: #0c1c47\"><h6 style=\"text-align: center\"><span data-contrast=\"auto\">Wil je deze visie in de praktijk zien?  <\/span><\/h6>\n<h6 style=\"text-align: center\"><a href=\"https:\/\/www.calabrio.com\/nl\/hulpmiddelencentrum\/videos-en-webinars\/?wchannelid=5azxxxj5iv&#038;wmediaid=wmbdaqf6gd\"><span data-contrast=\"none\">Bekijk ons on-demand webinar om te ontdekken hoe AI uw agents meer mogelijkheden geeft.<\/span><\/a><span> <\/span><\/h6>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n<style>\n\t[data-theme-block-id=\"block_dcc819024f39c482ebf01d2a813887dc\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: #FFFFFF;\n\t\t}\n\n\t\t.featured-resources__header {\n\t\t\tborder-color: #0C1C47;\n\t\t}\n\n\t\t.featured-resources__headline {\n\t\t\tcolor: #080F21;\n\t\t}\n\n\t\t.featured-resources__description {\n\t\t\tcolor: #344679;\n\t\t}\n\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t.featured-resources__wrapper {\n\t\t\t\tbackground-color: #FFFFFF;\n\t\t\t}\n\n\t\t\t.featured-resources__header {\n\t\t\t\tborder-color: #0C1C47;\n\t\t\t}\n\n\t\t\t.featured-resources__headline {\n\t\t\t\tcolor: #080F21;\n\t\t\t}\n\n\t\t\t.featured-resources__description {\n\t\t\t\tcolor: #344679;\n\t\t\t}\n\t\t}\n\t}\n<\/style>\n\n\t<section\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t\tclass=\"overflow-hidden\"\n\t\tdata-theme-block-id=\"block_dcc819024f39c482ebf01d2a813887dc\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence.webp 1352w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence-300x158.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence-1024x540.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Conversation-Intelligence-768x405.webp 768w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tGeen onderdeel van een categorie\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/nl\/blog\/contactcenters-versterken-met-intelligente-inzichten-het-waarom-achter-calabrios-conversation-intelligence-innovaties\/\" aria-label=\"Contactcenters versterken met intelligente inzichten: Het &#8220;Waarom&#8221; achter Calabrio&#8217;s Conversation Intelligence Innovaties\">\n\t\t\t\t\tContactcenters versterken met intelligente inzichten: Het &#8220;Waarom&#8221; achter Calabrio&#8217;s Conversation Intelligence Innovaties\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">apr. 23, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/blog\/contactcenters-versterken-met-intelligente-inzichten-het-waarom-achter-calabrios-conversation-intelligence-innovaties\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Read More<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM.jpg 1280w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-300x169.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-1024x576.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/AutoQM-768x432.jpg 768w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tContactcentrum AI\t\t<\/span>\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tKlantervaring\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/nl\/blog\/hoe-geautomatiseerd-kwaliteitsbeheer-een-revolutie-teweegbrengt-in-de-ervaring-van-agenten-en-klanten\/\" aria-label=\"Hoe geautomatiseerd kwaliteitsbeheer een revolutie teweegbrengt in de ervaring van agenten en klanten\">\n\t\t\t\t\tHoe geautomatiseerd kwaliteitsbeheer een revolutie teweegbrengt in de ervaring van agenten en klanten\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">apr. 24, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/blog\/hoe-geautomatiseerd-kwaliteitsbeheer-een-revolutie-teweegbrengt-in-de-ervaring-van-agenten-en-klanten\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Read More<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg 1560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-600x400.jpg 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tContact Center AI\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/nl\/blog\/genai-contact-center-uses\/\" aria-label=\"Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service\">\n\t\t\t\t\tGenerative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">apr. 1, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/blog\/genai-contact-center-uses\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Read More<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Move to previous carousel slide<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Move to next carousel slide<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_dcc819024f39c482ebf01d2a813887dc\"] {\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","protected":false},"excerpt":{"rendered":"","protected":false},"author":245,"featured_media":31936,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[545],"tags":[],"blog-languages":[],"class_list":["post-31941","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contactcentrum-ai"],"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>De toekomst van klantondersteuning: Hoe AI agenten kan versterken | Calabrio<\/title>\n<meta name=\"description\" content=\"Bekijk hoe AI het werk van contactcenteragenten kan verbeteren - en in veel opzichten al doet - en de toekomst van klantenservice kan verbeteren.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/blog\/empowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Empowerment van agenten met AI: een visie op de toekomst van klantenservice\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/empowerment-van-agenten-met-ai-een-visie-op-de-toekomst-van-klantenservice\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta 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