The event offered interesting cases with striking differences in innovation speed and innovation choices.

The concept of 'connection' was the 1500th word in the Ziptone dictionary. Ziptone reader Claudia earned a cake with it. But what happened then?

Linda Boerman and Daniëlle Weggemans explain how the municipality of Emmen, together with Frontline Solutions, made the transition to Genesys Cloud.

For a company that operates regionally, good service is essential: anyone who falls short can be personally addressed.

112 reports about small and large fires, animals in distress, serious injuries – and sometimes radioactive rabbits.

The ANWB Alarm Centre now manages the annual summer peak using digitalisation, workload redistribution and offshoring.

A driver's license represents freedom. This often makes customer contact at the CBR particularly sensitive. Part 24 in the series on unusual contact centers.

At telecom company KPN, the role of customer service representatives is changing under the influence of AI. This is also leading to a different profile.

Together with Quality Contacts, Sanquin's Donor Service Center handles questions from blood donors. The customer service operation comprises approximately 120 employees.

At TUI, innovation and improvement are based on the combination of customer value, costs, and sales. And: Agentic AI is coming, no doubt about it.

At Landal, customer experience is the product. Customer contact is more than just listening to and solving the problem.

If you want to get started with bots, it is best to start with the desired outcomes and find a suitable bot for that.

First starting with AI applications in customer contact and then tackling your knowledge management is not recommended, according to NKC, Rabobank and Eneco.

Although Loogman washes and refuels around two million cars every year, its customer service department is perhaps the smallest in the Netherlands.

Good customer contact? At MyWheels they prefer to turn it around: happy customers are created because they don't have to make contact.

At the customer service of auction company TBAuctions, GenAI is being applied in various ways and implemented gradually.

At focus clinic Equipe, Genesys Pure Connect has been replaced by CX Cloud. The company wants to make optimal use of all the new functionalities.

Exchange Company chose to outsource its number information services (1888, 1850 and 1800) to Suriname. Director Sandra Ursem tells.

Kalff, active in donor and fundraising, has achieved ISO 18295 certification. Jerry Smit looks back on the process.

Cooperative insurer Univé introduced the 'warm welcome conversation'. Result: higher customer satisfaction and turnover growth.

Transcom is deploying Real-Time Translation (RTT) for two clients. In the coming period, RTT will be the leading factor in the company's offshore strategy.

Valk Exclusief (43 hotels) opts for a step-by-step implementation of a chatbot. The 80/20 rule is used.

Can a KCC in a hospital help to reduce costs and improve quality? Ziptone spoke with four passionate KCC managers from the healthcare sector. 

Beatrix Vink started 21 years ago as an employee of the KCC of Portaal, but is now manager of the Resident Contact department, as the KCC is now called.

Energy supplier Vandebron's customer service no longer opts for 'digital-first'. “Customers play an essential role in the energy transition.”

The KB, which houses almost 121 kilometers of books, newspapers and magazines, is looking for the best customer contact strategy.

From overdue maintenance to almost being destroyed by your own success: the Legal Desk has the basics in order and is on the rise.

Fastned's business is growing, but the customer service team is limited to 11 specialists and the questions are becoming less and less complex.

Comfort Partners outsources customer contact to Inspire in Suriname. “Call quality has a direct impact on the work of technicians.”

Amazon Connect is one of the few CCaaS applications where you pay based on call minutes and volumes of data processing.

Woonstad Rotterdam chooses Salesforce, a relatively unusual choice for the Dutch housing association sector. Robin van Dorland and Carline Nauta explain.

Currently, the customer still has to make do with real-time information provision, but soon alternative travel advice will also be available in the event of a disruption.

At the KCC of MN, optimizing flexibility has also been used to work on talent management, diversity and inclusivity.

In any case, MediaMarkt will continue to implement a number of innovations until the coming peak period, according to Shariar Khalili, director of Digital at the company.

For Carmen Chielie, leading the front and back office was a quest: what should I actually be looking at? What do I actually want to know about this department?

Immediately after the corona pandemic, RAI Amsterdam was flooded with emails. “We saw that we had to organize customer contact in a different way.”

Anyone who feels unsafe or experiences nuisance on an NS train can ask for help via WhatsApp. Part 17 in the series unusual contact centers.

Air Canada has been ordered to pay damages to a customer because the airline's chatbot provided incorrect information.

This working method will eventually put pressure on the model of classic offshore outsourcing focused on your own language area.

Bol deals with millions of customers, 51.000 platform partners, one internal and two facility contact centers. How do you direct that?

In order to remain scalable and innovative, Bergman Clinics' customer contact environment had to be modernized.

Outsourcing is no obstacle at Rituals to be declared the most customer-friendly company in the Netherlands.

DHL Benelux is preparing for something that is happening more and more often: consumers also choose a carrier when purchasing online.

'Digital first' at KPN means that the contact center becomes the second line. This makes the role of the contact center even more essential.

The customer contact of SNS, part of de Volksbank, is located in a virtual contact center spread over 200 stores and a central department.

Rabobank provided an insight into the technical side of marketing and customer contact and attention was also paid to municipal chatbot GEM.

Chatbot Billie from bol.com plays a role in routing customer contact; The working area of ​​chatbot Pennenveer from De Efteling is becoming increasingly larger.

The migration to the Genesys cloud provides Drukwerkdeal with new applications that contribute to efficient customer contact.

Anyone who needs a VOG for a new job cannot ignore Justis. Department manager Regina Friendwijk about the development of the Justis KCC.

How far can you implement digitization in your customer service before your relationship with the customer is damaged?

At Cygnific, Marc Keijsers works from WFM to reduce turnover and absenteeism. This approach was previously successful with the National Postcode Lottery.

The Listening Line has been the largest Dutch organization that offers social and emotional support at a distance for almost 65 years. Part 12 in the series unusual contact centers.

What is the secret behind Simyo's customer satisfaction success? “Don't do many things, and what you do do, do very well,” says Bart van den Berg.

Email is an important contact channel for Fixami's customers. The company invested in special tooling to manage the channel optimally.

The emergency room of Dierenambulance Amsterdam handles about 50.000 calls per year about animals in need. The service is wide.

Straathof has been responsible for customer care at the Bijenkorf for more than 12,5 years and has been in the customer contact field for 30 years.

As a result of the Supplementary Affair, there is now more attention for the human dimension at administrative institutions. This allows DUO to improve customer contact.

With thousands of destinations and 27 million holidaymakers every year, the complexity of TUI's customer contact is great. Ramón Delima on the challenges.

Carmen Vriesema about the integration of the customer contact organizations of Sanoma and DPG Media, being accessible and the contact center of the future.

A move was taken advantage of by Teleperformance customer Samsung to completely redesign the 'workfloor'; at the new location.

Spotify may be a hip brand, but an important part of the customer service is housed in low-wage countries.

Central to ING's customer contact strategy: the app is the starting point for every customer contact and chat is the first channel.

General practitioners and zbc's can outsource part of their telephone traffic to HMCC. Part 10 in the series 'unusual contact centers'.

Kamera Express is building an omnichannel and multilingual customer service – while preserving the reputation it has built up.

Mobility platform Shuttel has thought about customer contact, customer data, knowledge management and data security from the very beginning. 

After thirteen years of Sunweb Group, André Tuinenburg switched to the relatively new car brand Polestar in May 2022. How does he use his experience?

Impression of the Salesforce Service Summit: citizenM combines digital and human; Hunkemöller integrates data; Beter Bed focuses on sensor data.

CNV Info, CNV's contact center, has been in existence for almost 20 years. In that period, both its own role and the technology have gradually changed.

The KCC of the Marechaussee in Den Dolder has an impressive arsenal of tooling.

Chatbot Sam from VGZ can now also handle speech. And in order to properly understand customer demand, VGZ has replaced the IVR with speech routing.

Alerta provides, among other things, care at a distance and has to deal with various data flows. So how do you choose a future-proof customer contact platform?

In the middle of the corona pandemic, KwikFit renewed the contact center platform – completely online and with special choices.

ContactCare joined T-Mobile as the fourth customer contact service provider. What is the role within the ecosystem?

TUI is struggling with longer call times and a staff shortage. With the GGD salaries, the government has disrupted the labor market. Doing more with less is the challenge.

Volunteers play an important role in Victim Support. Help is available for all victims, even if something happened twenty years ago.

How do you organize WFM if you want to be available 24×7 and all employees work from home in multiple time zones?

Aegon is switching from Avaya to Amazon Connect. This ensures acceleration and cost savings, but the implementation does require full attention.

Online supermarket Picnic uses AI to improve the customer experience and support employees.

Like any official interpreter, sign and writing interpreters are sworn by the court and guarantee the confidentiality of the content of conversations.

Police on the sidewalk, entrance cordoned off with ribbons and no one left the hotel. Also seven Sunweb customers in the hotel.

Migrate your contact center to the cloud in a month? Roompot succeeded.

Personalized service is the future. This allows companies to promote customer convenience and conversion.

The Flemish VDAB has exchanged the IVR for voice routing. This eliminates frequent internal transfers, among other things.

In April this year, Van Lanschot was the first financial institution in the European Union to launch a new method of customer verification.

Rein Hof and Dirk Weggeman about building a virtual service center for 0900-8844.

Stop thinking about the WFT training for your agents.

From data to useful information with which you can improve the customer journey: Schiphol explains 'data-driven passenger experience'.

Inside ViVa! Zorggroep realizes that the Customer Information Center contributes to the care process.

Voicebot Sam from VGZ now handles more than a thousand calls a week. The next step: linking the voicebot to voice routing.

Work stocks are just customers waiting. Nationale-Nederlanden started working with WFM in the back office.

Nothing betrays that thousands of mostly very intense conversations are held here every year.

Although RRS processes a few thousand calls a day, Schippers refuses to talk about a 'call center'.

An outbreak of bird flu, for example, causes a significant increase in the number of telephone calls at Royal GD.

Employees of 24/7 BZ must be able to deal with rapidly changing and sometimes missing information.

In contact center land, some contact centers are almost permanently in the spotlight.

Workforce management (WFM) plays a major role in the integration of various departments within DPG Media.

In the next three years, Proximus wants to become the best digital service provider with the highest NPS in the market.

Hans Schutte, director general of DUO, wonders whether we are not promising too much to the customer – in terms of service.

Almost daily in the news: funding ratios, investment returns and possible pension discounts.

Financial service providers are increasingly unable to distinguish themselves through their products. That is why Aegon wants to become a customer-oriented company.

An organization functions better when information can flow freely. Mediq therefore opted to set up a knowledge management system.

At Cygnific, real-time information provision is part of the transition to a Lean Six Sigma organization.

If you want customer contact professionals to do what they do best, you need to provide them with relevant information that provides context and direction.

ISP Online responds to customer feedback with creative solutions to improve processes and products.

Belvilla has improved and strengthened the WFM function according to a structured approach.

The municipality of Ede is known as an innovative service provider to citizens.

The Consumers' Association has outsourced a large part of the operational planning of the customer service staffing to PlanMen.

The interaction between customers and companies is becoming more and more 'digital'.

Soft skills, smart routing and learning systems were central during Telecats' annual customer day.

Drukwerkdeal soon found out that the self-organizing teams were considerably more productive and effective than the standing organization.

The success of a department is highly dependent on leadership. Interview with Maud Martens about the expansion of the OHRA contact center.

When using speech analytics, Samsung and Teleperformance initially focus on reducing silent time.

At care provider Philadelphia, quality of care starts with the very first customer contact.

More and more call centers are switching from IVR to speech recognition for classification and routing of calls.

Woonplus wants to continue to develop on the basis of a plan-do-check-act cycle. Continuous feedback is important for this.

Waternet wants to be the best public service provider in 2020 – compared to other public service providers.