{"id":27,"date":"2020-10-28T02:11:28","date_gmt":"2020-10-28T02:11:28","guid":{"rendered":"http:\/\/universal.sansiromedia.com\/?p=27"},"modified":"2021-04-30T14:03:14","modified_gmt":"2021-04-30T14:03:14","slug":"data-driven-customer-journeys","status":"publish","type":"post","link":"https:\/\/ucallmanager.com\/nl\/data-driven-customer-journeys\/","title":{"rendered":"Datagedreven klantenservice"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"27\" class=\"elementor elementor-27\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-772afd39 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"772afd39\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-71b39ccc\" data-id=\"71b39ccc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-69881066 elementor-widget elementor-widget-text-editor\" data-id=\"69881066\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<!-- wp:paragraph -->\r\n<p>\u200bKlanten tevreden houden betekent niet alleen het aangaan van het gesprek en het beantwoorden van hun vragen. Klanten willen ontzorgd worden en verwachten dat het bedrijf weet wie ze zijn, waarom ze bellen en wat hun behoeften zijn. Dat lijkt geen ingewikkelde opgave - gezien de hoeveelheid gegevens en technologie die wordt gebruikt door klantenserviceafdelingen.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Echter, het verkrijgen van dit inzicht is niet altijd zo eenvoudig - of in ieder geval tot nu toe.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:heading {\"level\":3} -->\r\n<h3><strong>Data gedreven beslissingen<\/strong><\/h3>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>In het verleden baseerden veel contactcenters hun oordeel over de klantervaring op gegevens zoals het aantal beschikbare agenten, wachttijden en gespreksduur.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Dit brengt echter niet het complete inzicht in de \"Customer Journey\" vanaf het eerste moment dat de klant contact opneemt tot het moment waarop de klant naar tevredenheid is geholpen. Gegevens als wachttijd, doorlooptijd en de betrokken medewerkers zijn vaak wel inzichtelijk. Maar het feit dat de klant eerst 3 keer doorverbonden is voordat hij bij de juiste persoon terecht kwam is vaak niet inzichtelijk. En hoe meet je de tevredenheid over de geboden oplossing of de wijze waarop de klant te woord gestaan is?<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Door dit inzichtelijk te maken kunnen bedrijven echt het verschil maken en zijn ze beter in staat om ook voorspellingen te doen waardoor ze beter in staat zijn om te plannen, analyseren en verbeteren.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Door klantpatronen ter herkennen, ervaringen te meten en door gebruik te maken van AI (Artificial Intelligence) kunnen bedrijven een betere end-to-end klantervaring bieden.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:heading {\"level\":3} -->\r\n<h3><strong>Eenvoudig inzicht geven<\/strong><\/h3>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Met zoveel informatie uit een bedrijf \u2013 zoals teamgegevens, oproepgegevens, ge\u00efntegreerde app-gegevens, maar ook CRM- en enterprise resource gegevens \u2013 is het van vitaal belang om inzichten in een duidelijk en begrijpelijk dashboard te presenteren.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Dergelijke \"business intelligence\" is niet langer uitsluitend voor bedrijven met diepe zakken. Dankzij business analytics-platforms zoals Microsoft's Power BI kunnen ook kleinere en middelgrote bedrijven profiteren van deze mogelijkheden.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Power BI is een verzameling softwareservices, -apps en -connectoren die samenwerken om niet-gerelateerde gegevensbronnen om te zetten in coherente, visuele en interactieve inzichten.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:heading {\"level\":3} -->\r\n<h3><strong>Verbindingen maken<\/strong><\/h3>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Ieder bedrijf kan voordeel behalen uit een beter inzicht in klantprocessen. Maar hoe ontsluit je al deze informatie? Met verschillende sytemen en applicaties kan het nog wel eens een uitdaging zijn om de juiste gegevens uit de verschillende bronnen te halen.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Bij Universal kunnen we bedrijven helpen om deze puntjes op de \"i\" te zetten en de gegevens van verschillende servers en services te onsluiten.<\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>Hierdoor kunnen we helpen om het benodigde inzicht te verschaffen, zodat ze keer op keer de grote (en kleine) beslissingen kunnen nemen over hoe ze een nog betere klantervaring kunnen bieden&nbsp;<a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">en gezien het feit dat 86% van de kopers bereid zijn om meer te betalen<\/a>&nbsp;voor geweldige klantervaringen, brengt dit een positieve bijdrage aan het resultaat van de onderneming.<\/p>\r\n<!-- \/wp:paragraph -->\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Wanneer een klant contact opneemt met een bedrijf mag je verwachten dat het bedrijf de klant herkend en mogelijk de aanleiding voor het contact al inzichtelijk heeft. Het verkrijgen van dat inzicht is niet altijd zo eenvoudig, tenminste tot nu toe....<\/p>","protected":false},"author":1,"featured_media":29,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[2,11],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Data-Driven Customer Journeys - uCallManager<\/title>\n<meta name=\"description\" content=\"Keeping customers happy doesn\u2019t just mean dealing with their calls and queries. Customers expect businesses to make the process as pain-free as possible. They expect\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ucallmanager.com\/nl\/data-driven-customer-journeys\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Data-Driven Customer Journeys - uCallManager\" \/>\n<meta property=\"og:description\" content=\"Keeping customers happy doesn\u2019t just mean dealing with their calls and queries. Customers expect businesses to make the process as pain-free as possible. 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