{"id":38512,"date":"2025-11-06T09:30:01","date_gmt":"2025-11-06T09:30:01","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/black-friday-cx-onder-de-knie-krijgen-hoe-de-stormloop-te-overleven-en-het-komende-jaar-te-winnen\/"},"modified":"2026-03-05T11:56:47","modified_gmt":"2026-03-05T11:56:47","slug":"black-friday-cx-onder-de-knie-krijgen-hoe-de-stormloop-te-overleven-en-het-komende-jaar-te-winnen","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/black-friday-cx-onder-de-knie-krijgen-hoe-de-stormloop-te-overleven-en-het-komende-jaar-te-winnen\/","title":{"rendered":"Black Friday CX onder de knie krijgen: Hoe de stormloop te overleven en het komende jaar te winnen"},"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_5467ed1e06d571451cb20172afc6eeff\"\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\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\">Personeelsbeheer <\/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\">Black Friday CX onder de knie krijgen: Hoe de stormloop te overleven en het komende jaar te winnen<\/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_5467ed1e06d571451cb20172afc6eeff\"] {\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%2Fblack-friday-cx-onder-de-knie-krijgen-hoe-de-stormloop-te-overleven-en-het-komende-jaar-te-winnen%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%2Fblack-friday-cx-onder-de-knie-krijgen-hoe-de-stormloop-te-overleven-en-het-komende-jaar-te-winnen%2F&#038;text=Black Friday CX onder de knie krijgen: Hoe de stormloop te overleven en het komende jaar te winnen\"\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%2Fblack-friday-cx-onder-de-knie-krijgen-hoe-de-stormloop-te-overleven-en-het-komende-jaar-te-winnen%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>Black Friday is niet langer alleen een koopavond, het is een stresstest voor je hele customer experience (CX) operatie. Voor contactcentra legt het sneller dan elke andere dag van het jaar de barsten bloot in de prognose-, plannings- en agentondersteuningssystemen. Maar het biedt ook iets wat nog waardevoller is: inzicht.<\/p>\n<p>&nbsp;<\/p>\n<p>Als je het goed aanpakt, is de Black Friday CX niet slechts \u00e9\u00e9n dag vol chaos die je in goede banen moet leiden, maar een blauwdruk voor hoe je het hele jaar door sterkere, slimmere en veerkrachtigere activiteiten kunt opbouwen.<\/p>\n<p>&nbsp;<\/p>\n<h2>Test uw real-time prognosevermogen<\/h2>\n<p>&nbsp;<\/p>\n<p>Het aantal klantcontacten neemt niet alleen toe tijdens Black Friday, maar fluctueert ook van minuut tot minuut via spraak, chat en digitale kanalen. E\u00e9n promotie gaat live en je prognoses kunnen binnen een uur verouderd zijn.<\/p>\n<p>&nbsp;<\/p>\n<p>Dit is waar wendbaarheid het belangrijkst is. Kunnen uw <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/personeelsbeheer\/\">tools voor personeelsplanning<\/a> flexibel zijn om prognoses in realtime bij te werken? Kun je schema&#8217;s en middelen automatisch aanpassen om aan de vraag te voldoen? Zo niet, dan zullen de scheuren snel zichtbaar worden.<\/p>\n<p>&nbsp;<\/p>\n<p>Gebruik dit seizoen om je prognosevaardigheid te testen en vast te stellen waar automatisering of AI de gaten zou kunnen vullen.<\/p>\n<p><strong> <\/strong><\/p>\n<h2>Zet de ervaring van agenten in de schijnwerpers<\/h2>\n<p>&nbsp;<\/p>\n<p>Agenten staan in de frontlinie van Black Friday CX choas. Voor velen is het de meest stressvolle tijd van het jaar: lange diensten, hoge emoties en constante rijen. Het resultaat? Burn-out en omzet die tot ver na de feestdagen doorwerken.<\/p>\n<p>&nbsp;<\/p>\n<p>De best presterende contactcentra behandelen deze periode als een checkpoint voor welzijn. Ze luisteren naar feedback van agenten, gebruiken <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/interactie-analyse\/\">realtime analyses<\/a> om stressindicatoren op te sporen en bouwen flexibiliteit in in hun planningen.<\/p>\n<p>&nbsp;<\/p>\n<p>Test deze Black Friday hoe effectief uw systemen agenten beschermen en weerbaar maken wanneer de druk piekt. Als je mensen zich gesteund voelen op Black Friday, zullen ze het hele jaar betrokken blijven.<\/p>\n<p><strong> <\/strong><\/p>\n<h2>Een gegevensgoudmijn benutten voor toekomstige strategie<\/h2>\n<p>Zodra de chaos is bedaard, blijven er gegevens over &#8211; en veel gegevens. Elke interactie biedt inzichten over klantgedrag, productfrictie en sentiment. De slimste CX leiders weten dat de echte waarde van Black Friday na het evenement komt, wanneer analytics die gegevens omzet in actie.<\/p>\n<p>&nbsp;<\/p>\n<p>Zorg ervoor dat je de analyse na Zwarte Vrijdag behandelt als een strategische debriefing. Wat vonden klanten het belangrijkst? Waar deden zich vertragingen voor? De antwoorden zullen je helpen bij de planning voor 2026, lang voordat de volgende vakantiedrukte begint.<\/p>\n<p><strong> <\/strong><\/p>\n<h2>Maak van Black Friday CX je katalysator voor voortdurende verbetering<\/h2>\n<p>Black Friday test niet alleen je bedrijfsvoering, maar laat ook zien in hoeverre je klaar bent voor het komende jaar. Het is een ijkmoment om je tools, training en processen te evalueren.<\/p>\n<p>Gebruik de <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/ai-inzichten\/\">inzichten<\/a> die je nu krijgt om je langetermijnstrategie te verfijnen. Als ze op een verstandige manier worden gebruikt, vormen de actiepunten die op Black Friday aan het licht komen de basis van een effici\u00ebntere, sterkere en klantgerichte bedrijfsvoering.<\/p>\n<p>&nbsp;<\/p>\n<p>Bouw je datagestuurde blauwdruk vanaf deze Black Friday. Automatiseer wat je kunt, maak menselijk waar dat het belangrijkst is en bouw een beter aanpasbaar contactcenter voor 2026 en daarna.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> <div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":367,"featured_media":40828,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[50,431],"tags":[],"blog-languages":[],"class_list":["post-38512","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie","category-personeelsbeheer"],"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>Black Friday CX: Maak van de Spitsweek een Succesvol Jaar | Calabrio<\/title>\n<meta name=\"description\" content=\"Overleef deze Black Friday niet alleen de drukte, maar leer er ook van. 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