AI Readiness Swimlanes

54 processen · AI-geschiktheid per stap zichtbaar · CX Digital54 processes · per-step AI readiness · CX Digital

Klik op een SOP om de klikbare swimlane te openen. Elke stap is aanklikbaar voor details; de pijlen volgen de procesvolgorde. Gebruik de EN/NL-knop rechtsboven om de taal te wisselen. Rode placeholders zoals [CS Manager] nog invullen per klant.Click a SOP to open the clickable swimlane. Every step is clickable for details; arrows follow the process order. Use the EN/NL button top-right to switch language. Fill in red placeholders like [CS Manager] per client.
AI-score per stap:AI score per step: Automate Assist Human balk = stap-verdeling · % = geschiktheidsscorebar = step split · % = suitability score

Starter Kit — 8 SOP's (Foundation)Starter Kit — 8 SOPs (Foundation)

CS-S01
Ticket categorisatieTicket categorization (C1-C2)
Indelen C1-C2Categorize C1-C2
6 1 090%
CS-S02
Ticket routing & toewijzingTicket routing & assignment
Naar juiste teamTo the right team
6 1 090%
CS-S03
Macro's & templatesMacros & templates
Consistente antwoordenConsistent answers
0 7 072%
CS-S04
Views & wachtrijViews & queue management
Overzicht & prioriteringOverview & prioritization
0 0 747%
CS-S05
Klachten & escalatieComplaints & escalation
KlachtafhandelingComplaint handling
3 4 073%
CS-S06
Escalatie procesEscalation process
Wanneer & hoeWhen & how
4 3 082%
CS-S07
Training nieuwe medewerkersTraining new staff
OnboardingOnboarding
0 0 747%
CS-S08
Dagelijkse KPI checkDaily KPI check
Sturen op resultaatSteer on results
0 0 747%

Growth Kit — 12 SOP's (Quality & Efficiency)Growth Kit — 12 SOPs (Quality & Efficiency)

CS-G01
Macro beheerMacro management
Beheer & governanceManagement & governance
0 0 747%
CS-G02
QA procesQA process
KwaliteitQuality
0 0 747%
CS-G03
CSAT feedbackCSAT feedback
KwaliteitQuality
0 0 747%
CS-G04
RetourenprocesReturns process
ProcesProcess
0 7 069%
CS-G05
Voicemail afhandelingVoicemail handling
KanaalChannel
0 0 747%
CS-G06
Bulk acties & mergingBulk actions & merging
EfficiëntieEfficiency
0 0 747%
CS-G07
SLA monitoringSLA monitoring
PerformancePerformance
0 0 747%
CS-G08
Peak managementPeak management
SchaalScale
0 0 747%
CS-G09
Kennisbank artikelenKnowledge base articles
Self-serviceSelf-service
0 7 071%
CS-G10
FAQ updatesFAQ updates
ContentContent
0 6 070%
CS-G11
Wekelijkse rapportageWeekly reporting
ReportingReporting
0 0 647%
CS-G12
Root cause analyseRoot cause analysis
VerbeteringImprovement
0 0 647%

Enterprise Kit — 10 SOP's (Advanced & Strategic)Enterprise Kit — 10 SOPs (Advanced & Strategic)

CS-E01
Automations onderhoudAutomations maintenance
Technisch beheerTechnical management
0 0 747%
CS-E02
Interne kennisdelingInternal knowledge sharing
Knowledge mgmtKnowledge mgmt
0 0 747%
CS-E03
Side conversationsSide conversations
SamenwerkingCollaboration
0 0 747%
CS-E04
Maandelijkse analyseMonthly analysis
ReportingReporting
0 0 747%
CS-E05
VOC rapportageVOC reporting
StrategischStrategic
0 0 847%
CS-E06
AI / bot onderhoudAI / bot maintenance
AutomationAutomation
0 0 747%
CS-E07
Proactieve outreachProactive outreach
CXCX
5 2 079%
CS-E08
Social media CSSocial media CS
Multi-channelMulti-channel
0 0 747%
CS-E09
Telefonie & IVRTelephony & IVR
Multi-channelMulti-channel
5 2 079%
CS-E10
Cross-sell / upsellCross-sell / upsell via CS
RevenueRevenue
4 3 075%

AI Inrichting — Fundament & implementatieAI Setup — Foundation & implementation

AI-01
Het fundament van AI-succesThe foundation of AI success
Documentatie · proces · systemen vóór AIDocumentation · process · systems before AI

Webshop Kit — 16 SOP's (E-commerce)Webshop Kit — 16 SOPs (E-commerce)

CS-W01
Order status & Track & TraceOrder status & Track & Trace
Orderstatus & zendingOrder status & shipment
6 1 091%
CS-W02
Bezorgklacht / schadeDelivery complaint / damage
Vervoerder & refundCarrier & refund
5 1 086%
CS-W03
Garantie & defect productWarranty & defective product
Merk / leverancierBrand / supplier
4 2 079%
CS-W04
Productadvies & maatvoeringProduct advice & sizing
Kennisbank / merkKnowledge base / brand
5 2 081%
CS-W05
Offerte & zakelijk bestellen (B2B)Quote & business order (B2B)
Sales / offerteSales / quote
5 2 077%
CS-W06
Levertijd / voorraad / backorderLead time / stock / backorder
Voorraad & backorderStock & backorder
6 1 088%
CS-W07
Betaling & facturatiePayment & invoicing
PSP / facturatiePSP / invoicing
4 2 076%
CS-W08
WhatsApp-kanaalWhatsApp channel
Async kanaalAsync channel
4 2 079%
CS-W09
Gestructureerde ticket-intakeStructured ticket intake
Webformulier → inboxWeb form → inbox
5 1 087%
CS-W10
Overleg BPO ↔ KlantBPO ↔ client alignment
Samenwerking in CRMCollaboration in CRM
0 0 647%
CS-W11
WISMO — mét SendcloudWISMO — with Sendcloud
Orderstatus · automatische trackingOrder status · automated tracking
5 2 086%
CS-W12
WISMO — zonder SendcloudWISMO — without Sendcloud
Orderstatus · handmatigOrder status · manual
1 6 070%
CS-W13
Retour — mét ReturnlessReturn — with Returnless
Retour · geautomatiseerdReturn · automated
5 2 084%
CS-W14
Retour — handmatigReturn — manual
Retour · zonder portalReturn · without portal
2 5 075%
CS-W15
Refund-procesRefund process
Refund · finance hand-offRefund · finance hand-off
5 2 076%
CS-W16
Order wijzigen / annulerenChange / cancel order
Order · vóór verzendingOrder · before shipping
6 1 087%

Trust & Account Kit — 8 SOP's (Account · Privacy · Risk · Incident)Trust & Account Kit — 8 SOPs (Account · Privacy · Risk · Incident)

CS-W17
Account & toegangAccount & access
Reset · wijzigen · afmeldenReset · change · unsubscribe
4 3 078%
CS-W18
Privacy-verzoek (AVG / DSAR)Privacy request (GDPR / DSAR)
Inzage · verwijderen · termijnAccess · deletion · term
5 2 078%
CS-W19
Fraude / verdachte orderFraud / suspicious order
Blokkeren vóór verzendingBlock before shipping
5 2 078%
CS-W20
Chargeback / terugboekingChargeback
Verweer · PSP-deadlineDefense · PSP deadline
0 0 747%
CS-W21
Website / checkout-probleemWebsite / checkout issue
Reproduceren · tech-escalatieReproduce · tech escalation
5 2 080%
CS-W22
Giftcard & kortingscodeGift card & promo code
Saldo · voorwaarden · loyaltyBalance · conditions · loyalty
2 5 074%
CS-W23
Negatieve review / publieke klachtNegative review / public complaint
Reputatie · offline oplossenReputation · resolve offline
0 0 747%
CS-W24
Major incident / storingMajor incident / outage
Opschalen · proactief communicerenScale up · proactive comms
4 3 077%