{"id":40387,"date":"2026-01-23T14:24:36","date_gmt":"2026-01-23T14:24:36","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/real-time-naleving-buiten-het-ccaas-platform\/"},"modified":"2026-03-27T08:20:38","modified_gmt":"2026-03-27T08:20:38","slug":"real-time-naleving-buiten-het-ccaas-platform","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/real-time-naleving-buiten-het-ccaas-platform\/","title":{"rendered":"Real-time naleving buiten het CCaaS-platform"},"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_1c737e2d487d4bbcaac027e0bd19fe30\"\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\">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\">Real-time naleving buiten het CCaaS-platform<\/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><span class=\"TextRun MacChromeBold SCXW232543521 BCX0\" lang=\"EN-US\" data-contrast=\"auto\" xml:lang=\"EN-US\"><span class=\"NormalTextRun SCXW232543521 BCX0\">Door David Evans, verkoopingenieur bij Calabrio<\/span><\/span><span class=\"EOP SCXW232543521 BCX0\"> <\/span><\/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_1c737e2d487d4bbcaac027e0bd19fe30\"] {\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%2Freal-time-naleving-buiten-het-ccaas-platform%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%2Freal-time-naleving-buiten-het-ccaas-platform%2F&#038;text=Real-time naleving buiten het CCaaS-platform\"\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%2Freal-time-naleving-buiten-het-ccaas-platform%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=\"pra_spacing_true 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\">Jarenlang was <a href=\"https:\/\/www.calabrio.com\/nl\/producten\/personeelsbeheer\/real-time-naleving\/\">realtime naleving<\/a> afhankelijk van \u00e9\u00e9n ding: het CCaaS-platform.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Als een agent is ingelogd op voice of chat, hebben medewerkers een duidelijk beeld van hun status: beschikbaar, bezet, pauze of offline. Maar zodra het werk verschuift naar niet-gerouteerde activiteiten of activiteiten buiten CCaaS om, verdwijnt die zichtbaarheid vaak en dat cre\u00ebert een kostbare blinde vlek op het gebied van productiviteit.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Bij Calabrio zien we deze uitdaging in een breed scala aan omgevingen; van grote netwerken van filialen tot moderne contactcentra. Organisaties weten dat er veel tijd wordt besteed buiten traditionele CCaaS- en ACD-platforms om, maar ze hebben geen betrouwbare manier om te begrijpen hoe die tijd wordt gebruikt en of het overeenkomt met planningen en verwachtingen.<\/span><span> <\/span><\/p>\n<h2>Wanneer CCaaS niet langer het volledige verhaal vertelt<\/h2>\n<p><span data-contrast=\"auto\">De agents van vandaag behandelen niet alleen gesprekken en chats, ze besteden ook steeds meer tijd aan e-mails en asynchrone berichten, het oplossen van cases en tickets, onderzoek, follow-ups, administratieve taken en nog veel meer.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Terwijl CCaaS- en ACD-integraties uitstekend werk leveren bij het rapporteren over live kanalen, hebben ze moeite om zinvolle inzichten te verschaffen zodra het werk zich verplaatst naar de desktop.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Voor leidinggevenden voelt dit vaak als een zwart gat: volgens schema&#8217;s zouden teams bovenop de caseloads moeten zitten, de resultaten suggereren iets anders en er zijn weinig realtime gegevens om de kloof te verklaren.<\/span><span> <\/span><\/p>\n<h2>Real-time naleving zonder afhankelijk te zijn van CCaaS<span> <\/span><\/h2>\n<p><span data-contrast=\"auto\"><a href=\"https:\/\/www.calabrio.com\/nl\/producten\/personeelsbeheer\/\">Calabrio Workforce Management<\/a> breidt real-time naleving uit tot buiten het CCaaS-platform door het integreren van Real-time Desktop Analytics.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Deze mogelijkheid verrijkt WFM-adherentie met agentstatussen die worden bepaald door bureaubladactiviteit, wat betekent dat CCaaS-platforms niet langer de enige bron zijn van realtime agentstatussen.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Door gebruikspatronen van applicaties te analyseren, biedt Calabrio real-time inzicht in:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Of agenten zich aan hun schema&#8217;s houden<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Hoe de tijd tijdens de geplande activiteiten wordt besteed<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Waar afwijkingen de productiviteit en kosten kunnen be\u00efnvloeden<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">En het beste deel? Al dit inzicht is live beschikbaar, niet uren of dagen later!<\/span><span> <\/span><\/p>\n<h2>Desktopactiviteiten omzetten in zinvolle staten<span> <\/span><\/h2>\n<p><span data-contrast=\"auto\">Met Real-Time Desktop Analytics kunnen organisaties bepalen hoe productief werken eruit ziet.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Binnen Calabrio ONE kunnen teams aanvragen aanduiden als Goedgekeurd of Niet Goedgekeurd, drempeltijden defini\u00ebren voor elke status, net zoals ze dat zouden doen voor andere nalevingsregels en real-time waarschuwingen ontvangen wanneer drempels worden overschreden.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Deze van de desktop afgeleide statussen verschijnen direct in de WFM Adherence-module, naast de bestaande CCaaS- en ACD-statussen, zodat er \u00e9\u00e9n uniform overzicht ontstaat van de naleving door agenten.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Voor managers betekent dit sneller ingrijpen, duidelijkere gesprekken en minder verrassingen.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Ik zie deze uitdaging steeds weer terugkomen in demo&#8217;s. Leiders weten dat er iets niet klopt &#8211; de planning ziet er op papier goed uit, maar de productiviteit vertelt een ander verhaal. Op het moment dat ze realtime naleving kunnen zien, verrijkt met desktopactiviteiten, klikt het. Gesprekken worden constructiever, coaching wordt doelgerichter en problemen worden in een vroeg stadium aangepakt in plaats van nadat de schade is aangericht.<\/span><span> <\/span><\/p>\n<h2>Inzicht zonder micromanagement<\/h2>\n<p><span data-contrast=\"auto\">Een zorg die vaak naar voren komt is vertrouwen&#8230; deze mogelijkheid gaat niet over toezicht of micromanagement (of zoals mijn collega Scott graag zegt, Big Brother), het gaat over het begrijpen van werkstromen, niet over het controleren van individuen. En het gaat erom agenten te identificeren die extra ondersteuning nodig hebben, net zoals we dat doen in het frontoffice.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Door naleving van schema&#8217;s te combineren met desktopgedrag, kunnen organisaties:<\/span><span> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Procesineffici\u00ebnties en systeemknelpunten identificeren<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Gerichte trainingsbehoeften opsporen<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Naleving verbeteren zonder de druk op agenten te verhogen<\/span><span> <\/span><\/li>\n<li><span data-contrast=\"auto\">Datagestuurde beslissingen nemen over personeelsbezetting en werklast<\/span><span> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">De focus ligt op trends en patronen, waardoor zowel het bedrijf als de werknemers betere resultaten behalen.<\/span><span> <\/span><\/p>\n<h2>Wil je het in actie zien?<\/h2>\n<p><span data-contrast=\"auto\">Real-time naleving zou niet moeten stoppen bij het CCaaS-platform, en dat hoeft ook niet.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Als u inzicht wilt krijgen in de werkelijke tijdsbesteding van agents die niet zijn aangemeld bij CCaaS of ACD-tools, dan is Calabrio Workforce Management met realtime desktopanalyses iets voor u.<\/span><span> <\/span><\/p>\n<p><span data-contrast=\"auto\">Ik zie de impact hiervan elke dag in gesprekken met klanten. Als je <a href=\"https:\/\/www.calabrio.com\/nl\/boek-een-demo\/\">Calabrio in actie wilt zien<\/a> of wilt bespreken hoe dit in jouw omgeving zou kunnen werken, dan loop ik graag met je mee. <a href=\"mailto:david.evans@Calabrio.com\">Neem gewoon contact op voor meer informatie<\/a>.  <\/span><\/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":4,"featured_media":43085,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[431],"tags":[],"blog-languages":[],"class_list":["post-40387","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-personeelsbeheer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) 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