{"id":37619,"date":"2025-09-26T08:59:39","date_gmt":"2025-09-26T08:59:39","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/waarom-prestatiebeheer-de-onbezongen-held-van-contactcentersucces-is\/"},"modified":"2025-09-29T15:06:22","modified_gmt":"2025-09-29T15:06:22","slug":"waarom-prestatiebeheer-de-onbezongen-held-van-contactcentersucces-is","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/waarom-prestatiebeheer-de-onbezongen-held-van-contactcentersucces-is\/","title":{"rendered":"Waarom prestatiemanagement de onbezongen held van contactcentersucces is"},"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_fc38610218430421bc353adec4a5592d\"\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\">Prestatiemanagement <\/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\">Waarom prestatiemanagement de onbezongen held van contactcentersucces is<\/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\" 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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%2Fwaarom-prestatiebeheer-de-onbezongen-held-van-contactcentersucces-is%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%2Fwaarom-prestatiebeheer-de-onbezongen-held-van-contactcentersucces-is%2F&#038;text=Waarom prestatiemanagement de onbezongen held van contactcentersucces is\"\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%2Fwaarom-prestatiebeheer-de-onbezongen-held-van-contactcentersucces-is%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>In de zoektocht naar een goed presterend, kosteneffici\u00ebnt en werknemervriendelijk contactcenter wordt <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/prestatiemanagement\/\">Performance Management<\/a> vaak overschaduwd door meer gevestigde technologie\u00ebn zoals <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/software-voor-personeelsbeheer-voor-contactcentra-met-ai\/\">Workforce Management (WFM)<\/a>. Maar onder de oppervlakte zorgt Performance Management stilletjes voor transformerende resultaten in enkele van &#8217;s werelds meest succesvolle contactcenters.<\/p>\n<p>&nbsp;<\/p>\n<p>Gesteund door nieuwe gegevens uit Calabrio&#8217;s <a href=\"https:\/\/www.calabrio.com\/nl\/de-totale-economische-impact\/\"><em>De totale economische impact van het contactcenter<\/em><\/a> rapport met Metrigy-gegevens, is het tijd om de schijnwerpers te richten op de kracht van prestatiebeheer en de essenti\u00eble rol die het speelt in moderne strategie\u00ebn voor Workforce Engagement Management.<\/p>\n<p>&nbsp;<\/p>\n<p>Bij Calabrio is Performance Management geen add-on, het is inbegrepen voor alle cloudklanten als onderdeel van onze Calabrio ONE suite. Als je leverancier Performance Management niet standaard aanbiedt, is het misschien tijd om je af te vragen of je wel bij de juiste leverancier zit.<\/p>\n<h2><\/h2>\n<h2><\/h2>\n<h2>Het kostenbesparende duo: WFM en prestatiebeheer<\/h2>\n<p>&nbsp;<\/p>\n<p>Op de vraag welke tools het meest hebben bijgedragen aan het verlagen van de operationele kosten, noemde 41% van de contactcenters Workforce Management (WFM) als belangrijkste factor. Niet ver achter? Performance Management, genoemd door 25,6% van de respondenten.<\/p>\n<p>&nbsp;<\/p>\n<p>Deze afstemming onthult een krachtige synergie: terwijl WFM ervoor zorgt dat de juiste mensen op het juiste moment op de juiste plaats zijn, sluit Performance Management de cirkel door ervoor te zorgen dat deze mensen zich voortdurend ontwikkelen, gemotiveerd zijn en afgestemd zijn op de strategische doelen.<\/p>\n<p>&nbsp;<\/p>\n<p>De voordelen van Performance Management komen pas echt tot hun recht in combinatie met WFM en <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/gespreksintelligentie\/\">Conversation Intelligence<\/a>. Samen zorgen deze tools ervoor dat contactcentra niet alleen effici\u00ebnt plannen en bemannen, maar ook echte resultaten bijhouden via KPI&#8217;s en het sentiment onder klanten. Dit schetst het volledige beeld van prestaties, betrokkenheid en klantervaring.<\/p>\n<p>&nbsp;<\/p>\n<h2>Effici\u00ebntie en werknemersbetrokkenheid bevorderen<\/h2>\n<p>&nbsp;<\/p>\n<p>Contactcenters staan onder druk om meer te doen met minder; minder middelen, krappere budgetten en hogere verwachtingen van de klant. In dit landschap is <strong>de effici\u00ebntie van werknemers<\/strong> van het grootste belang. Sterker nog,<\/p>\n<ul>\n<li>6% van de contactcentra zegt dat WFM de grootste bijdrage heeft geleverd aan het verbeteren van de effici\u00ebntie van medewerkers.<\/li>\n<li>Performance Management komt op de tweede plaats met resultaten voor 21,6% van de organisaties.<\/li>\n<\/ul>\n<p>Dat betekent dat bijna tweederde van de contactcentra WFM of Performance Management aanmerken als de belangrijkste factoren voor de productiviteit van agenten. Dit is vooral cruciaal wanneer je het verloop van agenten probeert te verminderen &#8211; een van de duurste problemen in de contactcenterbranche.<\/p>\n<p>&nbsp;<\/p>\n<h2>Wat de best presterende bedrijven anders doen<\/h2>\n<p>&nbsp;<\/p>\n<p>Wat onderscheidt de beste? Maak kennis met de &#8220;succesgroep&#8221; &#8211; organisaties die in het rapport worden ge\u00efdentificeerd als organisaties die de sterkst meetbare bedrijfsvoordelen halen uit WEM. Deze bedrijven rapporteerden:<\/p>\n<ul>\n<li>Inkomstengroei &gt;10,8%<\/li>\n<li>CSAT-verbeteringen &gt;17,1%<\/li>\n<li>Operationele kostenbesparingen &gt;0,5%<\/li>\n<\/ul>\n<p>En welk hulpmiddel werd het meest gebruikt door deze elitegroep? Performance Management, gebruikt door maar liefst 80,8% van de organisaties met succesgroep.<\/p>\n<p>Wat nog veelzeggender is, is de vraag om de belangrijkste WEM-toepassingen te rangschikken naar belangrijkheid:<\/p>\n<ul>\n<li>WFM stond op nummer 1<\/li>\n<li>Prestatiebeheer was #2<\/li>\n<\/ul>\n<p>Dit onderstreept dat goed presterende contactcentra prestatiebeheer niet als bijzaak behandelen, maar centraal stellen in hun strategie.<\/p>\n<p>&nbsp;<\/p>\n<h2>Waarom prestatiemanagement de schijnwerpers verdient<\/h2>\n<p>&nbsp;<\/p>\n<p>Terwijl WFM de operationele basis legt, stimuleert Performance Management voortdurende verbetering. Het brengt duidelijkheid in de prestaties van agenten, stemt gedrag af op bedrijfsresultaten en stelt teamleiders in staat om nauwkeurig te coachen.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Voordelen zijn onder andere:<\/strong><\/p>\n<ul>\n<li>Top- en onderpresteerders identificeren met bruikbare gegevens<\/li>\n<li>KPI&#8217;s afstemmen op veranderende bedrijfsprioriteiten<\/li>\n<li>Tijdige, persoonlijke coaching<\/li>\n<li>Een cultuur van verantwoording en groei cre\u00ebren<\/li>\n<\/ul>\n<p>In een snelle omgeving waar elke seconde telt, zorgt prestatiemanagement ervoor dat uw belangrijkste resource &#8211; uw mensen &#8211; hun volledige potentieel benutten.<\/p>\n<p>&nbsp;<\/p>\n<p>Contactcenters evolueren en de organisaties die in dit nieuwe tijdperk zullen gedijen, zijn de organisaties die verder kijken dan alleen &#8220;slim plannen&#8221;. Ze begrijpen dat effici\u00ebntie zonder betrokkenheid een gemiste kans is.<\/p>\n<p>&nbsp;<\/p>\n<p>De gegevens maken het duidelijk: Performance Management is niet alleen leuk om te hebben &#8211; het is een concurrentievoordeel.<\/p>\n<p>Als uw contactcentrum investeert in WFM, maar niet evenveel aandacht besteedt aan prestatiebeheer, is het misschien tijd om dit te heroverwegen. De meest succesvolle bedrijven hebben dat al. En met Calabrio hoef je niet te kiezen &#8211; Performance Management is ingebouwd in je cloud WEM suite.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Wilt u weten hoe Performance Management uw contactcentrum kan transformeren?<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Bekijk een <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/prestatiemanagement\/#Interactive-Demo\">virtuele demo van Calabrio<\/a> of <a href=\"https:\/\/www.calabrio.com\/nl\/boek-een-demo\/\">boek vandaag nog een sessie<\/a> met een van onze productexperts!<\/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_c0f2c5ae2bcbe6f589cc565966246355\"] {\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) 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bronnen\t\t\t\t<\/h2>\n\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\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 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#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\/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\" 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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 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 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