{"id":35689,"date":"2025-08-26T17:07:08","date_gmt":"2025-08-26T17:07:08","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/uw-contactcentruminvesteringsstrategie-voor-2026\/"},"modified":"2026-03-31T09:07:27","modified_gmt":"2026-03-31T09:07:27","slug":"uw-contactcentruminvesteringsstrategie-voor-2026","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/uw-contactcentruminvesteringsstrategie-voor-2026\/","title":{"rendered":"Uw contactcentruminvesteringsstrategie voor 2026"},"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_8fd057b59fe26fd03f37cecee8f48737\"\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\">Betrokkenheid van werknemers <\/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\">Uw contactcentruminvesteringsstrategie voor 2026<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"description-form wysiwyg text-text-secondary-aa mb-c\/s\"><p>Recent onderzoek schetst een duidelijk beeld van welke investeringen contactcenters prioriteit moeten geven om agenten te betrekken, CX te verbeteren en de ROI te maximaliseren in 2026.<\/p>\n<\/div>\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_8fd057b59fe26fd03f37cecee8f48737\"] {\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%2Fuw-contactcentruminvesteringsstrategie-voor-2026%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%2Fuw-contactcentruminvesteringsstrategie-voor-2026%2F&#038;text=Uw contactcentruminvesteringsstrategie voor 2026\"\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%2Fuw-contactcentruminvesteringsstrategie-voor-2026%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\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">Een demo boeken<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small 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=\"none\">Nu het budgetseizoen voor 2026 nadert, staan leiders van contactcenters voor een bekende uitdaging: hoe verstandig te investeren in tools en strategie\u00ebn die een balans vinden tussen kosteneffici\u00ebntie, het welzijn van agenten en de verwachtingen van klanten. Maar dit jaar voelt anders.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<p><span data-contrast=\"none\">De druk gaat niet alleen over het afhandelen van meer telefoontjes of het in de hand houden van de kosten. Het gaat over navigeren in een snel veranderend CX-landschap. De verwachtingen stijgen, AI verstoort oude modellen en het contactcenter wordt onder de loep genomen als de frontlinie van merkbeleving.  <\/span><span data-contrast=\"auto\">In het verleden was je misschien in staat om de <\/span><span data-contrast=\"auto\">belangrijke uitdagingen <\/span> <span data-contrast=\"auto\">\u00e9\u00e9n voor \u00e9\u00e9n. Maar in 2026 zijn ze niet langer gescheiden  <\/span><span data-contrast=\"auto\">problemen; ze zijn allemaal onderdeel van een enkele, onderling verbonden puzzel.  <\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><i><span data-contrast=\"auto\">Hoe <\/span><\/i><i><span data-contrast=\"auto\">zal <\/span><\/i> <i><span data-contrast=\"auto\">Kun je investeren in AI-gestuurde effici\u00ebntie zonder de menselijke maat te verliezen? Hoe  <\/span><\/i><i><span data-contrast=\"auto\">zal <\/span><\/i><i><span data-contrast=\"auto\">je agenten in staat stellen om <\/span><\/i><i><span data-contrast=\"auto\">te verbeteren<\/span><\/i><i><span data-contrast=\"auto\"> CX te verhogen terwijl uw <\/span><\/i><i><span data-contrast=\"auto\">budget op peil te houden? <\/span><\/i> <span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Dit jaar is de juiste aanpak niet om deze prioriteiten tegen elkaar af te wegen. Zoals recent onderzoek duidelijk maakt, zullen de winnende investeringsstrategie\u00ebn voor contactcentra zich richten op het vinden van tools die voor al deze problemen tegelijk een oplossing bieden.<\/span><span> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\n<section\n\tid=\"\"\n\tclass=\"flex flex-col lg:flex-row\"\n\tdata-theme-block-id=\"block_b523063bd3be2018a9f9e2329f7c3fb3\"\n\tdata-aos=\"fade-up\"\n>\n\t\t<div style=\"background-color: #080F21\" class=\"flex lg:hidden justify-center items-center w-full\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full aspect-[131\/119] md:aspect-[744\/403] 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\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t<\/div>\n\n\t<div style=\"background-color: #080F21\" class=\"hidden lg:flex justify-center items-center w-1\/2\">\n\t\t<div class=\"js-wrap image lint-ignore\n\tw-full h-full lg:aspect-[360\/211] xxl:ml-[60px] xxl:mr-[59px] xxl:aspect-[841\/422] 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\/08\/Front-cover-TEI-1-1-scaled.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-scaled.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-scaled.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-300x225.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-1024x768.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-768x576.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-1536x1152.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/08\/Front-cover-TEI-1-1-2048x1536.webp 2048w\" alt=\"\" ><\/div>\n\t<\/div>\n\t\n\t\n\t\t\t<div style=\"background-color: #080F21\" class=\"flex flex-col w-full lg:w-1\/2 justify-center gap-c\/m p-l\/xl lg:p-l\/xxl\">\n\t\t\t\t\t\t\t<div class=\"flex flex-col gap-c\/m pb-c\/m\">\n\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"eyebrow flex py-c\/s gap-c\/s\">\n\t\t\t\t\t\t\t<span class=\"eyebrow__icon icon text-background-secondary flex items-center rounded-full bg-stroke-primary\"\n\t\t\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<span class=\"eyebrow__content subhead-small text-background-highlight\">Ontvang het rapport<\/span>\n\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<h3 style=\"color: #FFFFFF\" class=\"heading-xs break-words overflow-ellipsis line-clamp-3\">\n\t\t\t\t\t\t\tOndersteun je strategie met de nieuwste gegevens\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<span style=\"color: #C4CDE3\" class=\"wysiwyg\"><p>Til de prestaties van uw contactcentrum in 2026 naar nieuwe hoogten met behulp van actuele inzichten van wereldwijde CX-leiders.<\/p>\n<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"flex flex-col py-c\/s items-start\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-tertiary btn-tertiary--left-align text-background-primary\"\n\t\t href=\"https:\/\/www.calabrio.com\/nl\/de-totale-economische-impact\/#GetTheReport\" title=\"Het rapport downloaden\" aria-label=\"Het rapport downloaden\" 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\">Het rapport downloaden<\/span>\n\t<\/a>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_b523063bd3be2018a9f9e2329f7c3fb3\"] {\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<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\"><h2>Waarom Workforce en Conversation Intelligence-oplossingen thuishoren op de agenda van 2026<\/h2>\n<p><span data-contrast=\"none\">Volgens <a href=\"https:\/\/www.calabrio.com\/nl\/de-totale-economische-impact\/\">het meest recente wereldwijde onderzoek van Metrigy<\/a> rapporteren bedrijven die tools voor Workforce en Conversation Intelligence gebruiken consistent betere resultaten op het gebied van klantervaring, omzetgroei en betrokkenheid van agenten. In feite zagen degenen die de beste resultaten behaalden, wat het onderzoek de &#8220;succesgroep&#8221; noemt:<\/span><\/p>\n<ul>\n<li><span data-contrast=\"none\">\ud83d\udcc8 <\/span><b><span data-contrast=\"none\">10.8%+<\/span><\/b><span data-contrast=\"none\"> Toename in inkomsten<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">\ud83d\ude0a <\/span><b><span data-contrast=\"auto\">17.1%+<\/span><\/b><span data-contrast=\"auto\"> Sprong in Klanttevredenheid (CSAT)<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">\ud83d\udcb0 <\/span><b><span data-contrast=\"auto\">0.5%+ <\/span><\/b><span data-contrast=\"auto\">Verlaging van operationele kosten<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">En hier is het veelzeggende gedeelte: <\/span><b><span data-contrast=\"none\">geen van deze goed presterende organisaties<\/span><\/b> <b><span data-contrast=\"none\">investeringen in<\/span><\/b><b><span data-contrast=\"none\"> Personeels- en Gespreksinformatie <\/span><\/b><b><span data-contrast=\"none\">hulpmiddelen<\/span><\/b><b><span data-contrast=\"none\">. In plaats daarvan,  <\/span><\/b><b><span data-contrast=\"none\">ze<\/span><\/b><b><span data-contrast=\"none\"> naar binnen leunen<\/span><\/b><b><span data-contrast=\"none\">.<\/span><\/b><span data-contrast=\"none\"> Omdat Workforce en Conversation Intelligence niet langer een &#8220;nice to have&#8221; is, maar de motor achter betere prognoses, kwaliteit, prestaties en uiteindelijk merkvertrouwen.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">3 Strategische investeringsprioriteiten voor contactcentra in 2026<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">Op basis van het onderzoek en de verschuivingen die we in de sector zien, is dit waar leiders hun investeringen in contactcentertechnologie het komende jaar op moeten richten:<\/span><\/p>\n<h3>1. Workforce Management herdefini\u00ebren voor flexibiliteit en autonomie<\/h3>\n<p><span data-contrast=\"none\">Agenten vragen steeds meer om flexibele roosters en een goed evenwicht tussen werk en priv\u00e9. Bijna driekwart van de bedrijven staat het al toe, vaak via  <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/personeelsbeheer\/zelf-plannen-vernieuwen\/\"><span data-contrast=\"none\">zelfbedieningsportalen<\/span><\/a><span data-contrast=\"none\">. WFM-systemen die dit ondersteunen, zorgen niet alleen voor minder verloop, maar ontsluiten ook nieuwe niveaus van <a href=\"https:\/\/www.calabrio.com\/nl\/oplossingen\/oplossingen-en-tools-om-de-productiviteit-van-contactcentra-te-verhogen\/\">productiviteit<\/a> en betrokkenheid.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span>2. <\/span>Maak kwaliteitsbeheer slimmer, niet moeilijker<\/h3>\n<p><span data-contrast=\"none\">Supervisors verdrinken in gegevens.  <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/blog\/hoe-geautomatiseerd-kwaliteitsbeheer-een-revolutie-teweegbrengt-in-de-ervaring-van-agenten-en-klanten\/\"><span data-contrast=\"none\">Geautomatiseerd kwaliteitsbeheer<\/span><\/a><span data-contrast=\"none\">aangedreven door AI, geeft hen tijd terug door interacties op schaal te scoren en bruikbare inzichten weer te geven. De organisaties die in 2026 succesvol zullen zijn, zijn de organisaties die QM niet gebruiken als een checkbox voor naleving, maar als een motor voor voortdurende verbetering.<\/span><span> <\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span>3. <\/span>Geef prioriteit aan de ervaring van agenten naast de ervaring van klanten<\/h3>\n<p><span data-contrast=\"none\">De beste klantervaringen komen van betrokken, mondige agenten<\/span><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\"> Workforce en Conversation Intelligence tools die prestatieanalyses, gerichte coaching en feedbacklussen voor medewerkers combineren, dichten de kloof tussen hoe bedrijven denken dat ze presteren en hoe klanten zich daadwerkelijk voelen.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">De rol van AI: evolutie, geen vervanging<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">AI is alomtegenwoordig in het contact center gesprek, maar leiders moeten het benaderen als een enabler, niet als een wondermiddel. Volgens Metrigy maakt meer dan 60% van de bedrijven al gebruik van AI in Workforce en Conversation Intelligence:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"none\">Automatiseer routinetaken zoals kwaliteitsscores<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"none\">Prestatietrends in realtime identificeren<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"none\">Persoonlijke coaching op schaal ondersteunen<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span> <\/span><span data-contrast=\"none\">De les? AI werkt het beste als het menselijke expertise vergroot, zodat supervisors en agenten kunnen doen waar mensen goed in zijn: zich inleven, problemen oplossen en relaties opbouwen.<\/span><span> <\/span><\/p>\n<p><span> <\/span><\/p>\n<h2><span data-contrast=\"none\">Investeer waar het telt<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">2026 wordt het jaar waarin Workforce en Conversation Intelligence oplossingen de achterblijvers van de leiders zullen onderscheiden. Organisaties die het contact center blijven behandelen als een kostenpost lopen het risico dat de kloof tussen de verwachtingen van de klant en de realiteit groter wordt. Degenen die investeren in Workforce en Conversation Intelligence als motor voor klantloyaliteit, het welzijn van agenten en bedrijfsgroei zullen voorop lopen.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">De investeringsstrategie van uw contactcentrum moet niet gericht zijn op het kopen van de nieuwste glimmende tool. Het moet gaan over het bouwen van een veerkrachtig, flexibel, AI-gebaseerd model voor personeelsbetrokkenheid, dat je mensen sterker maakt, je klanten tevreden stelt en meetbaar rendement oplevert.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span data-contrast=\"none\">Waarom het kiezen van een specialist belangrijk is<\/span><span> <\/span><\/h2>\n<p><span data-contrast=\"none\">Naarmate de technologie voortschrijdt, zal het verschil tussen een beetje Workforce en Conversation Intelligence en het volledig benutten ervan afhangen van de aanbieder die je kiest.  <\/span><span> <\/span><\/p>\n<p><span data-contrast=\"none\">Veel leveranciers behandelen oplossingen voor workforce en conversatie-intelligentie als een add-on, een &#8220;leuk extraatje&#8221; dat gebundeld wordt in bredere contact center-oplossingen. Maar om de voordelen die uit het onderzoek van Metrigy naar voren komen echt te kunnen benutten, hebben organisaties een gespecialiseerde leverancier nodig die zich bezighoudt met de betrokkenheid van werknemers.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"none\">Daarom is Calabrio blijven investeren in innovatie &#8211; alleen dit jaar al meer dan 70 nieuwe functies. Van geavanceerde  <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/personeelsbeheer\/prognose-en-planning-2\/\"><span data-contrast=\"none\">AI-gestuurde voorspelling<\/span><\/a><span data-contrast=\"none\"> naar <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/interactie-analyse\/auto-qm-kenmerkpagina\/\"><span data-contrast=\"none\">Automatische QM<\/span><\/a><span data-contrast=\"none\"> en een <\/span><a href=\"https:\/\/www.calabrio.com\/nl\/blog\/introductie-van-calabrio-agent-copilot-de-volgende-stap-in-agentic-ai-voor-contact-centers\/\"><span data-contrast=\"none\">Agentic AI-gestuurde personeelsassistent<\/span><\/a><span data-contrast=\"none\">Elke verbetering is ontworpen om onze klanten te helpen de waarde van hun investeringen in personeel en conversatie-intelligentie te maximaliseren.<\/span><span> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"none\">Met Calabrio kunt u erop vertrouwen dat uw contactcenterstrategie voor 2026 niet slechts een post op de begroting is, maar de juiste investering in uw mensen, uw klanten en uw groei op de lange termijn.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\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_b4cca7713e956d54d1f02f9171c6a154\"] {\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: 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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\/staat-van-het-contactcenter-2025\/\" aria-label=\"Staat van het Contactcenter 2025\">\n\t\t\t\t\tStaat van het Contactcenter 2025\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\">mrt. 25, 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\/staat-van-het-contactcenter-2025\/\" title=\"Read More\" aria-label=\"Read More\" target=\"_self\" 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data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1.jpg 1200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1-300x157.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1-1024x535.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/07\/Report-social-media-image-1-768x401.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\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\/hype-cycle-voor-technologieen-voor-klantenservice-en-ondersteuning-2025\/\" aria-label=\"Hype Cycle voor technologie\u00ebn voor klantenservice en ondersteuning, 2025\">\n\t\t\t\t\tHype Cycle voor technologie\u00ebn voor klantenservice en ondersteuning, 2025\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\">jul. 30, 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\/hype-cycle-voor-technologieen-voor-klantenservice-en-ondersteuning-2025\/\" 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\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-600x400.webp 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\tAnalytics\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\/call-center-tools\/\" aria-label=\"15 Essential Call Center Tools for 2025\">\n\t\t\t\t\t15 Essential Call Center Tools for 2025\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\">mrt. 10, 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\/call-center-tools\/\" 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 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