{"id":272,"date":"2021-02-10T14:49:37","date_gmt":"2021-02-10T13:49:37","guid":{"rendered":"https:\/\/vandenbogerd.com\/telecom\/?page_id=272"},"modified":"2021-09-09T14:28:41","modified_gmt":"2021-09-09T12:28:41","slug":"omnichannel-klantcontactcentrum-kcc-en-teams","status":"publish","type":"page","link":"https:\/\/vandenbogerd.com\/telecom\/omnichannel-klantcontactcentrum-kcc-en-teams\/","title":{"rendered":"Omnichannel KCC en Teams"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; fullwidth=&#8221;on&#8221; _builder_version=&#8221;4.9.0&#8243; background_image=&#8221;https:\/\/vandenbogerd.com\/telecom\/wp-content\/uploads\/2021\/02\/51-telecom-vandenbogerd-header-.jpg&#8221; custom_margin=&#8221;0px||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_fullwidth_header title=&#8221;Jan van den Bogerd&#8221; _builder_version=&#8221;4.9.1&#8243; title_level=&#8221;h3&#8243; title_font=&#8221;|600|||||||&#8221; title_text_align=&#8221;center&#8221; title_font_size=&#8221;31px&#8221; content_font=&#8221;|600|||||||&#8221; content_text_align=&#8221;right&#8221; subhead_font=&#8221;|||||on|||&#8221; background_enable_color=&#8221;off&#8221; background_enable_image=&#8221;off&#8221; custom_button_one=&#8221;on&#8221; button_one_text_size=&#8221;17px&#8221; button_one_border_width=&#8221;0px&#8221; button_one_font=&#8221;||on||||||&#8221; custom_margin=&#8221;||||false|false&#8221; custom_padding=&#8221;90px||30px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_fullwidth_header][et_pb_fullwidth_header _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; content_font=&#8221;|600|||||||&#8221; background_enable_color=&#8221;off&#8221; custom_padding=&#8221;0px||0px|||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p style=\"text-align: right;\"><em>Voor ondersteuning bij digitale transformatie bij gemeenten<\/em><\/p>\n<p>[\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;3.26.4&#8243; custom_padding=&#8221;45px||70px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;3.26.4&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;3.26.4&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.0&#8243; text_font=&#8221;Montserrat||||||||&#8221; text_font_size=&#8221;36px&#8221; header_font=&#8221;|600|||||||&#8221; header_font_size=&#8221;33px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>Omnichannel KCC en Teams<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;3.26.4&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;3.26.4&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; header_2_font=&#8221;|600|||||||&#8221; header_2_font_size=&#8221;20px&#8221; custom_margin=&#8221;||0px||false|false&#8221; custom_padding=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>Omnichannel\u00a0KCC, het nieuwe klantcontactcentrum<\/h2>\n<p>Nieuwe ontwikkelingen in onze manier van communiceren dwingen iedere gemeente na te denken over nieuwe vormen van dienstverlening. Mensen willen:<\/p>\n<ul>\n<li><span style=\"font-size: 15px;\">zaken online kunnen regelen<\/span><\/li>\n<li>contact hebben op hun eigen manier: chat, e-mail, telefoon, social media, etc<\/li>\n<li>op het moment dat het hen uitkomt<\/li>\n<li>in \u00e9\u00e9n keer de juiste medewerker bereiken<\/li>\n<li>die dan direct ook over alle relevante informatie beschikt<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][et_pb_text admin_label=&#8221;klantcontactcentrum&#8221; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/vandenbogerd.com\/telecom\/wp-content\/uploads\/2021\/02\/van-den-bogerd-omnichannel-klantcontactcentrum-kcc-1024x356.jpg\" alt=\"omnichannel klantcontactcentrum  kcc teams jan van den bogerd communiceren digitale transformatie gemeenten\" class=\"wp-image-1131 alignright size-large\" width=\"845\" height=\"296\" \/>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;||2px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.0&#8243; _module_preset=&#8221;default&#8221; header_2_font=&#8221;|600|||||||&#8221; header_2_font_size=&#8221;20px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Een goed ingericht klantcontactcentrum biedt al deze mogelijkheden. Dat hoeft niet in \u00e9\u00e9n keer. U kunt uw organisatie ook stapsgewijs laten groeien naar een volledige omnichannel KCC. Start bijvoorbeeld met telefoon en e-maildiensten en breidt uit met chatdienst en social media zodra uw organisatie eraan toe is.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=&#8221;2_5,3_5&#8243; custom_padding_last_edited=&#8221;on|tablet&#8221; _builder_version=&#8221;4.9.0&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;0px||0px||false|false&#8221; custom_padding_tablet=&#8221;&#8221; custom_padding_phone=&#8221;&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;2_5&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; header_2_font=&#8221;|600|||||||&#8221; header_2_font_size=&#8221;20px&#8221; custom_margin=&#8221;-10px||-15px||false|false&#8221; custom_margin_tablet=&#8221;-5px||-80px||false|false&#8221; custom_margin_phone=&#8221;||-80px||false|false&#8221; custom_margin_last_edited=&#8221;on|desktop&#8221; custom_padding=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/vandenbogerd.com\/telecom\/wp-content\/uploads\/2021\/02\/van-den-bogerd-interne-communicatie-communicatiekanalen-invoering-teams.png\" width=\"500\" height=\"500\" alt=\"van den bogerd klantcontactcentrum omnichannel kcc teams gemeentelijke dienstverlening\" class=\"wp-image-1159 alignnone size-full\" \/>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;3_5&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.0&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;35px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>Tijdens \u00e9\u00e9n contactmoment kunt u verschillende communicatiekanalen gebruiken (omnichannel), zodat u de dienstverlening kan bieden die op dat moment waardevol en handig is. <strong><span style=\"color: #ffffff;\"><a href=\"https:\/\/www.youtube.com\/watch?v=0v71OZZQQRc&amp;feature=youtu.be\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"color: rgba(40,78,122,0.6);\"><u>Zie de video<\/u><\/a><\/span><\/strong>. Rapportages kunnen de volledige klantreis tijdens een contact inzichtelijk maken.<\/p>\n<p>Met intelligente chatbots kunt u standaard processen automatiseren, dus zonder tussenkomst van een persoon. Dat scheelt werk en tijd.<\/p>\n<p>Tekst gebaseerde routering zorgt dat burgers direct verbinding krijgen met de juiste adviseur. En door te koppelen met een zaaksystemen kunt u deze medewerker direct van alle relevante informatie voorzien.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.9.0&#8243; _module_preset=&#8221;default&#8221; custom_margin_tablet=&#8221;&#8221; custom_margin_phone=&#8221;&#8221; custom_margin_last_edited=&#8221;on|phone&#8221; custom_padding=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; header_2_font=&#8221;|600|||||||&#8221; header_2_font_size=&#8221;20px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>Is Teams het nieuwe bellen?<\/h2>\n<p>Covid-19 heeft voor een omwenteling in het traditionele werken gezorgd. Zo hebben gemeenten versneld Teams in hun organisatie ingevoerd, waardoor de digitale transformatie in een stroomversnelling is geraakt. Thuiswerken, online vergaderen, beeldbellen en telefonische bereikbaarheid van medewerkers <em>buiten<\/em> kantoor zijn de nieuwe eisen.<\/p>\n<p>Voor welke keuzes komt uw gemeente te staan nu Teams een vlucht heeft genomen? Wat betekent dit voor de traditionele telefooncentrale en voor vaste telefoons? Ook hierin kan ik u helpen de juiste keuzes te maken.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=&#8221;2_3,1_3&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; header_2_font=&#8221;|700|||||||&#8221; header_2_font_size=&#8221;15px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>Interne communicatie: tijd- en plaatsonafhankelijk met Teams<\/h2>\n<p>Teams biedt naast samenwerken een oplossing voor alle interne communicatie: bellen, videovergaderen, chatten, presence informatie, etc.\u00a0In plaats van met de traditionele telefoon bellen medewerkers thuis met hun laptop met headset of smartphone.\u00a0Daarmee is werken tijd- en plaatsonafhankelijk geworden.<span style=\"font-size: 15px;\">\u00a0<\/span><\/p>\n<p><span style=\"font-size: 15px;\"><span>Ook met externe partijen kan met behulp van Teams gebeld of vergaderd worden.\u00a0<\/span>Is het dan tijd om definitief af te stappen van vaste telefoons en een &#8216;mobile-only&#8217; omgeving te realiseren? <\/span><\/p>\n<p><span style=\"font-size: 15px;\">En hoe borgt u met de invoering van Teams de volgende zaken?<\/span><\/p>\n<ul>\n<li><span style=\"font-size: 15px;\">behoud van kwaliteit van de dienstverlening als medewerkers thuiswerken<\/span><\/li>\n<li><span style=\"font-size: 15px;\">online kunnen deelnemen aan teamoverleg, raadsvergaderingen of multidisciplinair ketenoverleg<\/span><\/li>\n<li><span style=\"font-size: 15px;\">faciliteren van telefonie thuis met smartphones of laptops<\/span><\/li>\n<li><span style=\"font-size: 15px;\">rapportages die prestaties op gebied van dienstverlening en bereikbaarheid inzichtelijk maken<\/span><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text admin_label=&#8221;Afbeelding interne communicatie&#8221; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/vandenbogerd.com\/telecom\/wp-content\/uploads\/2021\/02\/van-den-bogerd-interne-communicatie-invoering-teams.jpg\" alt=\"omnichannel klantcontactcentrum  kcc teams jan van den bogerd communiceren digitale transformatie gemeenten\" class=\"wp-image-1130 alignnone size-full\" width=\"263\" height=\"394\" \/><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.9.0&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.8.2&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; header_2_font=&#8221;|700|||||||&#8221; header_2_font_size=&#8221;15px&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>Externe communicatie: met een belplatform<\/h2>\n<p>Voor communicatie met de buitenwereld zijn, naast \u2018buitenlijnen\u2019 van een telco, verschillende opties mogelijk. Uiteraard kunt u voortborduren op de Microsoft oplossingen, maar ook traditionele telecom leveranciers bieden belplatforms met Teams integratie. Bovendien leveren traditionele platforms oplossingen waar vaste telefoons nodig zijn of alarmsystemen. Vaak bieden ze dan ook meer functionaliteiten dan Teams. Maar hoe lang houden ze deze voorsprong nog?<\/p>\n<p>Hoe gaat u de komende jaren uw bereikbaarheid en dienstverlening organiseren? Met welk platform?<br \/><em> Ik kan u <a href=\"https:\/\/vandenbogerd.com\/telecom\/verbeterde-dienstverlening-en-bereikbaarheid\/\"><span>mijn diensten<\/span><\/a> aanbieden en u helpen de juiste keuzes te maken. Bel mij gerust:<a href=\"tel:+31615866202\"> 06 15 866 202 <\/a><\/em><a href=\"tel:+31615866202\"> <\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Voor ondersteuning bij digitale transformatie bij gemeentenOmnichannel KCC en TeamsOmnichannel\u00a0KCC, het nieuwe klantcontactcentrum Nieuwe ontwikkelingen in onze manier van communiceren dwingen iedere gemeente na te denken over nieuwe vormen van dienstverlening. Mensen willen: zaken online kunnen regelen contact hebben op hun eigen manier: chat, e-mail, telefoon, social media, etc op het moment dat het hen [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-272","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Omnichannel KCC en teams, nieuwe vorm van verbeterde dienstverlening<\/title>\n<meta name=\"description\" content=\"Omnichannel KCC, het nieuwe klantcontactcentrum en teams. 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