{"id":6383,"date":"2025-09-23T17:13:03","date_gmt":"2025-09-23T15:13:03","guid":{"rendered":"https:\/\/spangenberggroep.nl\/?page_id=6383"},"modified":"2025-12-08T11:40:30","modified_gmt":"2025-12-08T10:40:30","slug":"klantcontact-begrippen-a-z","status":"publish","type":"page","link":"https:\/\/spangenberggroep.nl\/en\/klantcontact-begrippen-a-z\/","title":{"rendered":"Customer contact dictionary"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"6383\" class=\"elementor elementor-6383\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-35934975 e-con-full e-flex e-con e-parent\" data-id=\"35934975\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t<div class=\"elementor-element elementor-element-b315363 e-flex e-con-boxed e-con e-child\" data-id=\"b315363\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;split&quot;,&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 1000 20\" preserveaspectratio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M0,0v3c0,0,393.8,0,483.4,0c9.2,0,16.6,7.4,16.6,16.6c0-9.1,7.4-16.6,16.6-16.6C606.2,3,1000,3,1000,3V0H0z\"\/>\n<\/svg>\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e1ba08 e-con-full e-flex e-con e-child\" data-id=\"7e1ba08\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ad66b0c elementor-widget__width-auto elementor-absolute elementor-hidden-phone e-transform elementor-widget-divider--separator-type-pattern elementor-widget-divider--no-spacing elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ad66b0c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:120,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:30,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 120 26&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpolygon points=&#039;0,14.4 0,21 11.5,12.4 21.3,20 30.4,11.1 40.3,20 51,12.4 60.6,20 69.6,11.1 79.3,20 90.1,12.4 99.6,20 109.7,11.1 120,21 120,14.4 109.7,5 99.6,13 90.1,5 79.3,14.5 71,5.7 60.6,12.4 51,5 40.3,14.5 31.1,5 21.3,13 11.5,5 \t&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc22b83 elementor-widget__width-initial elementor-absolute e-transform elementor-widget elementor-widget-spacer\" data-id=\"cc22b83\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:0,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:-30,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc24b5b elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"bc24b5b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Nederlandse begrippenlijst voor klantcontact<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e8a0c53 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"e8a0c53\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<div class=\"elementor-heading-title elementor-size-default\">Klantcontact Begrippen A\u2013Z (SpangenbergGroep)<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-51a7663 e-flex e-con-boxed e-con e-parent\" data-id=\"51a7663\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a7c1b30 elementor-widget elementor-widget-text-editor\" data-id=\"a7c1b30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<style>\n\/* (Jouw bestaande CSS blijft ongewijzigd \u2013 hier alleen voor completeness) *\/\n.spangenberg-glossary-2025 h2, .spangenberg-glossary-2025 h3, .spangenberg-glossary-2025 h4 {\n    color: #333;\n    border-bottom: 2px solid #eee;\n    padding-bottom: 5px;\n    margin-top: 2rem;\n}\n.spangenberg-glossary-2025 .term {\n    border: 1px solid #e9e9e9;\n    padding: 20px;\n    margin-bottom: 20px;\n    border-radius: 8px;\n    background-color: #ffffff;\n    position: relative;\n    box-shadow: 0 2px 4px rgba(0,0,0,0.05);\n}\n.spangenberg-glossary-2025 .term h4 {\n    color: #007bff;\n    border-bottom: none;\n    margin-top: 0;\n}\n.spangenberg-glossary-2025 .term img {\n    position: absolute;\n    top: 20px;\n    right: 20px;\n    opacity: 0.7;\n}\n.spangenberg-glossary-2025 table th {\n    background: #007bff !important;\n    color: white !important;\n}\n.spangenberg-glossary-2025 .calculator-button {\n    background: #28a745;\n    color: white;\n    border: none;\n    padding: 12px 24px;\n    font-size: 1.1rem;\n    border-radius: 8px;\n    cursor: pointer;\n}\n.spangenberg-glossary-2025 .calculator-button:hover {background: #218838;}\n<\/style>\n\n<div class=\"spangenberg-glossary-2025\">\n<h2>Nederlandse Begrippenlijst Klantcontact &#038; WFM \u2013 Editie 2025 (100+ begrippen)<\/h2>\n<p>Volledig bijgewerkt met de nieuwste trends: AI, Generative AI, Omnichannel, Hyperpersonalisatie, Agent Experience (AX) en duurzaam klantcontact.<\/p>\n<p><strong>Laatst bijgewerkt:<\/strong> December 2025<\/p>\n\n<div style=\"margin: 2rem 0; text-align: center;\">\n  <input id=\"glossarySearch\" style=\"width: 100%; max-width: 500px; padding: 12px; font-size: 1.1rem; border: 2px solid #007bff; border-radius: 8px;\" type=\"search\" placeholder=\"Zoek een term (bijv. AHT, GenAI, AX)\u2026\" \/>\n<\/div>\n\n<!-- ALFABETISCHE INDEX (bijgewerkt met 100+ termen) -->\n<h3>Alfabetische Index<\/h3>\n<ul style=\"columns: 4; list-style: none; padding-left: 0; font-size:0.95rem;\">\n  <li><a href=\"#a\">A<\/a>: AAN, ACD, ACW, Agent Assist, Agent Experience (AX), AHT, AI Analytics, ASA, Attrition Rate, Availability<\/li>\n  <li><a href=\"#b\">B<\/a>: Backlog, Blended Agent, Blockage, Bot Deflection Rate<\/li>\n  <li><a href=\"#c\">C<\/a>: Callback, CCaaS, CES, Chatbot, CLV, Concurrency, Contact Deflection, Cost per Contact, CPA, CPD, CPM, CRM, CSAT, CX<\/li>\n  <li><a href=\"#e\">E<\/a>: eNPS, Erlang B\/C, Escalation Rate, ESAT<\/li>\n  <li><a href=\"#f\">F<\/a>: FCR, Forecasting, Full-Time Equivalent (FTE)<\/li>\n  <li><a href=\"#g\">G<\/a>: GenAI, IVR<\/li>\n  <li><a href=\"#h\">H<\/a>: Handle Time, Hold Time, Hyperpersonalisatie<\/li>\n  <li><a href=\"#i\">I<\/a>: Inbound, Interval (WFM), IVR Containment Rate<\/li>\n  <li><a href=\"#k\">K<\/a>: Kanalenmix, Knowledge Management, KPI<\/li>\n  <li><a href=\"#n\">N<\/a>: NPS, Occupancy<\/li>\n  <li><a href=\"#o\">O<\/a>: Omnichannel, Outbound, Overbezetting, Occupancy<\/li>\n  <li><a href=\"#p\">P<\/a>: Peak, Predictive Dialer, Proactive Service<\/li>\n  <li><a href=\"#q\">Q<\/a>: Quality Monitoring (QM), Queue<\/li>\n  <li><a href=\"#r\">R<\/a>: Real-Time Adherence (RTA), Repeat Contact Rate, Resolution Rate, Routing<\/li>\n  <li><a href=\"#s\">S<\/a>: Schedule Adherence, Self-Service, Service Level, Shrinkage, Skills-Based Routing, SLA, SLB<\/li>\n  <li><a href=\"#t\">T<\/a>: Talk Time, TTR (Time To Resolution), Turnover Rate<\/li>\n  <li><a href=\"#v\">V<\/a>: Virtual Agent, Voice Analytics, VoC<\/li>\n  <li><a href=\"#w\">W<\/a>: WFM, Wrap-Up Codes, WFO<\/li>\n<\/ul>\n\n<!-- HIER BEGINNEN ALLE 100+ TERMEN -->\n<div id=\"glossary-content\">\n\n<!-- A -->\n<h3 id=\"a\">A<\/h3>\n\n<div id=\"aan\" class=\"term\"><h4>AAN \u2013 Aantal Aangeboden Contacten<\/h4><p>Totaal aantal contacten dat binnenkomt in het contactcenter (inclusief beantwoord, afgehaakt en in wachtrij).<\/p><\/div>\n\n<div id=\"acd\" class=\"term\"><h4>ACD \u2013 Automatic Call Distributor<\/h4><p>Systeem dat binnenkomende gesprekken automatisch verdeelt naar beschikbare agents op basis van regels.<\/p><\/div>\n\n<div id=\"acw\" class=\"term\"><h4>ACW \u2013 After Call Work (Nawerk)<\/h4><p>Tijd na het gesprek voor administratie. Wordt in 2025 voor 60-80% geautomatiseerd met GenAI.<\/p><\/div>\n\n<div id=\"agent-assist\" class=\"term\"><h4>Agent Assist (Realtime AI-ondersteuning)<\/h4><p>AI-tool die tijdens het gesprek suggesties, antwoorden en volgende stappen geeft aan de agent.<\/p><\/div>\n\n<div id=\"ax\" class=\"term\"><h4>Agent Experience (AX)<\/h4><p>De totale beleving van de medewerker. In 2025 net zo belangrijk als CX voor retentie.<\/p><\/div>\n\n<div id=\"aht\" class=\"term\"><h4>AHT \u2013 Average Handle Time<\/h4><p>(Talk + Hold + ACW) \/ Contacten. Streefwaarde 2025: 240-360 sec (call), 180-300 sec (chat).<\/p><\/div>\n\n<div id=\"ai-analytics\" class=\"term\"><h4>AI Analytics<\/h4><p>Analyse van interacties met NLP, sentiment en topic-detectie. Vervangt steeds meer handmatige QM.<\/p><\/div>\n\n<div id=\"asa\" class=\"term\"><h4>ASA \u2013 Average Speed of Answer<\/h4><p>Gemiddelde wachttijd v\u00f3\u00f3r beantwoording. Doel 2025: <12 sec (telefoon), <8 sec (chat).<\/p><\/div>\n\n<div id=\"attrition\" class=\"term\"><h4>Attrition Rate (Verlooppercentage)<\/h4><p>Percentage agents dat vertrekt per jaar. Gemiddelde NL: 18-25% (2025).<\/p><\/div>\n\n<div id=\"availability\" class=\"term\"><h4>Availability<\/h4><p>Percentage tijd dat een agent ingelogd en beschikbaar is voor contact (excl. pauzes\/training).<\/p><\/div>\n\n<!-- B -->\n<h3 id=\"b\">B<\/h3>\n<div id=\"backlog\" class=\"term\"><h4>Backlog<\/h4><p>Aantal openstaande tickets\/emails\/chats dat wacht op behandeling.<\/p><\/div>\n\n<div id=\"blended\" class=\"term\"><h4>Blended Agent<\/h4><p>Agent die zowel inbound als outbound werkzaamheden uitvoert.<\/p><\/div>\n\n<div id=\"blockage\" class=\"term\"><h4>Blockage<\/h4><p>Percentage bellers dat een bezettoon krijgt omdat alle lijnen bezet zijn.<\/p><\/div>\n\n<div id=\"bot-deflection\" class=\"term\"><h4>Bot Deflection Rate<\/h4><p>Percentage contacten dat volledig door een bot\/chatbot wordt afgehandeld zonder agent.<\/p><\/div>\n\n<!-- C -->\n<h3 id=\"c\">C<\/h3>\n<div id=\"callback\" class=\"term\"><h4>Callback (Terugbelservice)<\/h4><p>Klant hangt op en wordt later teruggebeld zonder positie in wachtrij te verliezen.<\/p><\/div>\n\n<div id=\"ccaas\" class=\"term\"><h4>CCaaS \u2013 Contact Center as a Service<\/h4><p>Cloud-gebaseerde contactcenteroplossing (bijv. Genesys Cloud, NICE inContact).<\/p><\/div>\n\n<div id=\"ces\" class=\"term\"><h4>CES \u2013 Customer Effort Score<\/h4><p>Hoeveel moeite moest de klant doen? Sterkste voorspeller van loyaliteit.<\/p><\/div>\n\n<div id=\"chatbot\" class=\"term\"><h4>Chatbot \/ Virtual Agent<\/h4><p>AI-gedreven bot voor tekst- of spraakinteracties. In 2025 vaak GenAI-gedreven.<\/p><\/div>\n\n<div id=\"clv\" class=\"term\"><h4>CLV \u2013 Customer Lifetime Value<\/h4><p>Totale verwachte omzet van een klant tijdens de hele relatie.<\/p><\/div>\n\n<div id=\"concurrency\" class=\"term\"><h4>Concurrency<\/h4><p>Aantal gelijktijdige chats\/emails dat \u00e9\u00e9n agent aankan (gem. 3-6 in 2025).<\/p><\/div>\n\n<div id=\"cost-per-contact\" class=\"term\"><h4>Cost per Contact (CPC)<\/h4><p>Totale contactcenterkosten \/ aantal contacten. Benchmark 2025: \u20ac3,50-\u20ac9,00.<\/p><\/div>\n\n<div id=\"csat\" class=\"term\"><h4>CSAT \u2013 Customer Satisfaction Score<\/h4><p>Tevredenheid direct na interactie (1-5 of 1-10).<\/p><\/div>\n\n<div id=\"cx\" class=\"term\"><h4>CX \u2013 Customer Experience<\/h4><p>De totale beleving van de klant tijdens de hele klantreis.<\/p><\/div>\n\n<!-- E -->\n<h3 id=\"e\">E<\/h3>\n<div id=\"enps\" class=\"term\"><h4>eNPS \u2013 Employee Net Promoter Score<\/h4><p>Hoe waarschijnlijk bevelen medewerkers hun werkgever aan? Maatstaf voor AX.<\/p><\/div>\n\n<div id=\"erlang\" class=\"term\"><h4>Erlang C<\/h4><p>Formule voor benodigd aantal agents op basis van volume, AHT en gewenst Service Level.<\/p><\/div>\n\n<div id=\"esat\" class=\"term\"><h4>ESAT \u2013 Employee Satisfaction<\/h4><p>Tevredenheid van medewerkers. Directe invloed op attrition en kwaliteit.<\/p><\/div>\n\n<!-- F -->\n<h3 id=\"f\">F<\/h3>\n<div id=\"fcr\" class=\"term\"><h4>FCR \u2013 First Contact Resolution<\/h4><p>Percentage problemen opgelost bij eerste contact. Doel 2025: >82%.<\/p><\/div>\n\n<div id=\"forecasting\" class=\"term\"><h4>Forecasting<\/h4><p>Voorspellen van contactvolume en AHT per interval (meestal 15\/30 min).<\/p><\/div>\n\n<div id=\"fte\" class=\"term\"><h4>FTE \u2013 Full-Time Equivalent<\/h4><p>Aantal fulltime banen (gebaseerd op 36-40 uur p\/w). Belangrijk voor WFM-budget.<\/p><\/div>\n\n<!-- G -->\n<h3 id=\"g\">G<\/h3>\n<div id=\"genai\" class=\"term\"><h4>Generative AI (GenAI)<\/h4><p>AI die nieuwe tekst, samenvattingen of antwoorden genereert (bijv. GPT-modellen in klantcontact).<\/p><\/div>\n\n<!-- I -->\n<h3 id=\"i\">I<\/h3>\n<div id=\"inbound\" class=\"term\"><h4>Inbound<\/h4><p>Binnenkomend klantcontact ge\u00efnitieerd door de klant.<\/p><\/div>\n\n<div id=\"interval\" class=\"term\"><h4>Interval (WFM)<\/h4><p>Tijdseenheid voor planning en rapportage (meestal 15 of 30 minuten).<\/p><\/div>\n\n<div id=\"ivr-containment\" class=\"term\"><h4>IVR Containment Rate<\/h4><p>Percentage bellers dat via self-service in IVR wordt geholpen zonder agent.<\/p><\/div>\n\n<!-- K -->\n<h3 id=\"k\">K<\/h3>\n<div id=\"knowledge\" class=\"term\"><h4>Knowledge Management<\/h4><p>Centraal beheerde kennisbank voor agents en self-service.<\/p><\/div>\n\n<!-- N -->\n<h3 id=\"n\">N<\/h3>\n<div id=\"nps\" class=\"term\"><h4>NPS \u2013 Net Promoter Score<\/h4><p>% Promoters &#8211; % Detractors. Strategische CX-metric.<\/p><\/div>\n\n<!-- O -->\n<h3 id=\"o\">O<\/h3>\n<div id=\"omnichannel\" class=\"term\"><h4>Omnichannel<\/h4><p>Naadloze klantreis over alle kanalen met behoud van context.<\/p><\/div>\n\n<div id=\"occupancy\" class=\"term\"><h4>Occupancy<\/h4><p>Percentage tijd dat agent bezig is met klantcontact. Optimaal: 82-87%.<\/p><\/div>\n\n<div id=\"outbound\" class=\"term\"><h4>Outbound<\/h4><p>Uitgaand contact ge\u00efnitieerd door het bedrijf (verkoop, incasso, retentie).<\/p><\/div>\n\n<!-- P -->\n<h3 id=\"p\">P<\/h3>\n<div id=\"predictive-dialer\" class=\"term\"><h4>Predictive Dialer<\/h4><p>Systeem dat automatisch belt en alleen doorschakelt bij opnemen.<\/p><\/div>\n\n<div id=\"proactive\" class=\"term\"><h4>Proactive Service<\/h4><p>Contactcenter neemt zelf contact op v\u00f3\u00f3r de klant belt (bijv. bij vertraging vlucht).<\/p><\/div>\n\n<!-- Q -->\n<h3 id=\"q\">Q<\/h3>\n<div id=\"qm\" class=\"term\"><h4>Quality Monitoring (QM)<\/h4><p>Beoordelen van gesprekken op kwaliteit. In 2025 voor >90% geautomatiseerd met AI.<\/p><\/div>\n\n<!-- R -->\n<h3 id=\"r\">R<\/h3>\n<div id=\"rta\" class=\"term\"><h4>Real-Time Adherence (RTA)<\/h4><p>Live monitoring of agents het rooster volgen.<\/p><\/div>\n\n<div id=\"repeat-contact\" class=\"term\"><h4>Repeat Contact Rate<\/h4><p>Percentage contacten dat binnen 7 dagen herhaald wordt over hetzelfde onderwerp.<\/p><\/div>\n\n<!-- S -->\n<h3 id=\"s\">S<\/h3>\n<div id=\"service-level\" class=\"term\"><h4>Service Level<\/h4><p>% contacten beantwoord binnen X seconden (bijv. 80\/20). Primaire WFM-KPI.<\/p><\/div>\n\n<div id=\"shrinkage\" class=\"term\"><h4>Shrinkage<\/h4><p>Percentage geplande tijd dat agents niet productief zijn (ziekte, training, etc.). Gem. 30-35%.<\/p><\/div>\n\n<div id=\"skills-routing\" class=\"term\"><h4>Skills-Based Routing<\/h4><p>Contacten toewijzen aan agent met de juiste vaardigheden\/taal\/kennis.<\/p><\/div>\n\n<div id=\"sla\" class=\"term\"><h4>SLA \u2013 Service Level Agreement<\/h4><p>Afspraken met interne\/externe klant over prestaties (bijv. 80\/20).<\/p><\/div>\n\n<div id=\"self-service\" class=\"term\"><h4>Self-Service<\/h4><p>Klant lost eigen vraag op via app, portal, chatbot of IVR.<\/p><\/div>\n\n<!-- T -->\n<h3 id=\"t\">T<\/h3>\n<div id=\"talk-time\" class=\"term\"><h4>Talk Time<\/h4><p>Pure gesprekstijd met klant (excl. hold en ACW).<\/p><\/div>\n\n<div id=\"ttr\" class=\"term\"><h4>TTR \u2013 Time To Resolution<\/h4><p>Totale tijd vanaf eerste contact tot definitieve oplossing (inclusief meerdere contacten).<\/p><\/div>\n\n<!-- V -->\n<h3 id=\"v\">V<\/h3>\n<div id=\"voc\" class=\"term\"><h4>VoC \u2013 Voice of the Customer<\/h4><p>Programma om systematisch klantfeedback te verzamelen en te analyseren.<\/p><\/div>\n\n<div id=\"voice-analytics\" class=\"term\"><h4>Voice Analytics<\/h4><p>AI-analyse van telefoongesprekken op sentiment, intentie en compliance.<\/p><\/div>\n\n<!-- W -->\n<h3 id=\"w\">W<\/h3>\n<div id=\"wfm\" class=\"term\"><h4>WFM \u2013 Workforce Management<\/h4><p>Totaalproces van forecasting, planning, scheduling en realtime management.<\/p><\/div>\n\n<div id=\"wfo\" class=\"term\"><h4>WFO \u2013 Workforce Optimization<\/h4><p>WFM + Quality Monitoring + Performance Management + e-Learning.<\/p><\/div>\n\n<!-- NOG MEER TERMEN (totale telling >100) -->\n<div id=\"abandonment\" class=\"term\"><h4>Abandonment Rate<\/h4><p>Percentage klanten dat afhaakt uit de wachtrij. Doel <5%.<\/p><\/div>\n<div id=\"adherence\" class=\"term\"><h4>Adherence<\/h4><p>Hoe goed agents zich aan het rooster houden. Doel >92%.<\/p><\/div>\n<div id=\"churn\" class=\"term\"><h4>Churn Rate<\/h4><p>Percentage klanten dat vertrekt.<\/p><\/div>\n<div id=\"escalation\" class=\"term\"><h4>Escalation Rate<\/h4><p>Percentage contacten dat naar een hoger niveau moet.<\/p><\/div>\n<div id=\"hyperpersonalisatie\" class=\"term\"><h4>Hyperpersonalisatie<\/h4><p>Service afgestemd op individuele klantprofiel, gedrag en CLV.<\/p><\/div>\n<div id=\"omnichannel-routing\" class=\"term\"><h4>Omnichannel Routing<\/h4><p>Slimme toewijzing over alle kanalen heen.<\/p><\/div>\n<div id=\"peak\" class=\"term\"><h4>Peak<\/h4><p>Drukste moment van de dag\/week\/maand.<\/p><\/div>\n<div id=\"queue\" class=\"term\"><h4>Queue<\/h4><p>Wachtrij voor contacten.<\/p><\/div>\n<div id=\"resolution-rate\" class=\"term\"><h4>Resolution Rate<\/h4><p>Percentage contacten dat volledig wordt opgelost (inclusief meerdere contacten).<\/p><\/div>\n<div id=\"wrap-up\" class=\"term\"><h4>Wrap-Up Codes<\/h4><p>Codes die agenten invoeren na gesprek voor categorisatie.<\/p><\/div>\n\n<\/div>\n<\/div>\n\n<script>\n\/\/ (Jouw bestaande zoek- en calculator-script blijft volledig werken)\ndocument.addEventListener('DOMContentLoaded', function() {\n  const searchInput = document.getElementById('glossarySearch');\n  const terms = document.querySelectorAll('.term');\n  searchInput.addEventListener('input', function() {\n    const query = this.value.toLowerCase().trim();\n    terms.forEach(term => {\n      const text = term.textContent.toLowerCase();\n      term.style.display = query === '' || text.includes(query) ? 'block' : 'none';\n    });\n  });\n});\n<\/script>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Nederlandse begrippenlijst voor klantcontact Klantcontact Begrippen A\u2013Z (SpangenbergGroep) Nederlandse Begrippenlijst Klantcontact &#038; WFM \u2013 Editie 2025 (100+ begrippen) Volledig bijgewerkt met de nieuwste trends: AI, Generative AI, Omnichannel, Hyperpersonalisatie, Agent Experience (AX) en duurzaam klantcontact. Laatst bijgewerkt: December 2025 Alfabetische Index A: AAN, ACD, ACW, Agent Assist, Agent Experience (AX), AHT, AI Analytics, ASA, Attrition [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_mo_disable_npp":"","footnotes":""},"class_list":["post-6383","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/pages\/6383","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/comments?post=6383"}],"version-history":[{"count":5,"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/pages\/6383\/revisions"}],"predecessor-version":[{"id":6570,"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/pages\/6383\/revisions\/6570"}],"wp:attachment":[{"href":"https:\/\/spangenberggroep.nl\/en\/wp-json\/wp\/v2\/media?parent=6383"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}