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\u3053\u306e\u305f\u3081\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u4e0a\u6d41\u3067\u306e\u51fa\u6765\u4e8b\u306b\u3064\u3044\u3066\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9867\u5ba2\u306b\u5c0b\u306d\u308b\u3068\u3044\u3046\u4e8b\u614b\u304c\u983b\u767a\u3057\u3066\u3044\u308b\u306e\u3067\u3059\u3002 \u30a4\u30f3\u30d5\u30e9\u306b\u67d4\u8edf\u6027\u304c\u306a\u304f\u3001\u5909\u5316\u3059\u308b\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5bfe\u5fdc\u3067\u304d\u306a\u3044\u5834\u5408\u306f\u3001\u3053\u306e\u554f\u984c\u304c\u307e\u3059\u307e\u3059\u60aa\u5316\u3057\u307e\u3059\u3002 \u3053\u308c\u3089\u306e\u8ab2\u984c\u304c\u3042\u308b\u305f\u3081\u3001\u9867\u5ba2\u304c\u30c1\u30e3\u30f3\u30cd\u30eb\u9593\u3092\u79fb\u52d5\u3057\u3066\u3044\u308b\u9593\u306b CX \u306e\u671f\u5f85\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u5fdc\u3048\u308b\u3053\u3068\u306f\u307b\u307c\u4e0d\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<h2><strong>\u65ad\u7247\u5316\u3055\u308c\u305f\u9867\u5ba2\u4f53\u9a13\uff1d\u89e3\u7d04<\/strong><\/h2>\n<p><a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/cc-global-survey-ebook.pdf\"><em>Cisco Contact Center Global Survey 2020<\/em><\/a><em><\/em> \u306b\u3088\u308b\u3068\u3001CX \u304c\u65ad\u7247\u5316\u3057\u3066\u89e3\u7d04\u7387\u3092\u9ad8\u3081\u308b\u7406\u7531\u306b\u306f\u3001\u8a2d\u8a08\u304c\u4e0d\u5341\u5206\u306a\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb 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\u305d\u308c\u306f\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u4e2d\u5fc3\u3068\u3059\u308b\u3001\u5f37\u529b\u306a\u65b0\u6280\u8853\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u69d8\u5909\u308f\u308a\u3055\u305b\u3001\u9867\u5ba2\u3068\u306e\u63a5\u89e6\u3092\u3088\u308a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4fa1\u5024\u306e\u3042\u308b\u3082\u306e\u306b\u3057\u3001VoC \u30c4\u30fc\u30eb\u306e\u6709\u7528\u6027\u3092\u5927\u5e45\u306b\u9ad8\u3081\u3066\u3044\u308b\u306e\u3067\u3059\u3002 \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b AI \u306f\u5730\u6bbb\u5909\u52d5\u3092\u8d77\u3053\u3057\u3066\u3044\u308b\u3068\u3082\u8a00\u3048\u307e\u3059\u3002\u30bf\u30b9\u30af\u306e\u81ea\u52d5\u5316\u306b\u3088\u308a\u696d\u52d9\u52b9\u7387\u306e\u6982\u5ff5\u3092\u4e00\u5909\u3055\u305b\u3001\u8c4a\u5bcc\u306a\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u53ce\u96c6\u3059\u308b\u306a\u3069\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u6fc0\u5909\u3057\u3066\u3044\u308b\u304b\u3089\u3067\u3059\u3002 \u7279\u306b <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a> \u306e\u3088\u3046\u306a\u6700\u65b0\u6280\u8853\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u9867\u5ba2\u3068\u306e\u63a5\u89e6\u3092\u5168\u9762\u7684\u306b\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u5927\u5e45\u306a\u5411\u4e0a\u306b\u3064\u306a\u3052\u307e\u3059\u3002 \u540c\u6642\u306b\u3001\u6b21\u4e16\u4ee3\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3092\u542b\u3080\u591a\u304f\u306e\u30c1\u30e3\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u4fa1\u5024\u306e\u9ad8\u3044\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\uff08\u6e80\u8db3\u3057\u3066\u3044\u308b\u9867\u5ba2\uff09\u3092\u5341\u5206\u306b\u30b1\u30a2\u3067\u304d\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3084\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u305f\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3082\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002 \u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u304c\u4f4e\u3044\u9867\u5ba2\u3092\u6700\u3082\u30b9\u30ad\u30eb\u306e\u9ad8\u3044\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u3001\u3068\u3044\u3063\u305f\u3053\u3068\u3082\u5b9f\u73fe\u3057\u307e\u3059\u3002 \u3064\u307e\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u96fb\u8a71\u306b\u5fdc\u7b54\u3059\u308b\u524d\u304b\u3089\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u9867\u5ba2\u3054\u3068\u306b\u300c\u4fdd\u8a3c\u300d\u3067\u304d\u308b\u4f53\u5236\u3092\u6574\u3048\u3089\u308c\u307e\u3059\u3002 <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-15705\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/07\/Contact-Center-and-innovation-and-containing-text-indoor-person-computer-1025x681.png\" alt=\"\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u753b\u50cf\u3002\u6587\u5b57\u3001\u5c4b\u5185\u3001\u4eba\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u3092\u542b\u3080\u3002\" width=\"640\" height=\"425\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/07\/Contact-Center-and-innovation-and-containing-text-indoor-person-computer-1025x681.png 1025w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/07\/Contact-Center-and-innovation-and-containing-text-indoor-person-computer-300x199.png 300w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/07\/Contact-Center-and-innovation-and-containing-text-indoor-person-computer-768x510.png 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/07\/Contact-Center-and-innovation-and-containing-text-indoor-person-computer.png 783w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/p>\n<h2><strong>\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u6df1\u3081\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u9ad8\u3081\u308b<\/strong><\/h2>\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306e CX \u306e\u5411\u4e0a\u306b\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee5\u5916\u306e\u8981\u7d20\u3082\u95a2\u308f\u3063\u3066\u304d\u307e\u3059\u3002 \u305d\u306e\u4e00\u3064\u304c\u3001\u53f0\u672c\u3069\u304a\u308a\u306e\u9867\u5ba2\u5bfe\u5fdc\u3092\u907f\u3051\u308b\u3053\u3068\u3067\u3059\u3002 \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u4ee5\u5916\u3067\u306f\u6a5f\u4f1a\u304c\u9650\u3089\u308c\u308b\u4eba\u9593\u5473\u306e\u3042\u308b\u5bfe\u5fdc\u306b\u3088\u308a\u3001\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u6df1\u3081\u3066\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u5f37\u5316\u3067\u304d\u308b\u304b\u3089\u3067\u3059\u3002 \u3055\u3089\u306b\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff09\u3084\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u7387\uff08FCR\uff09\u3068\u3044\u3063\u305f\u5f93\u6765\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u6307\u6a19\u306b\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff08CES\uff09\u306a\u3069\u306e VoC \u6307\u6a19\u3092\u7d44\u307f\u5408\u308f\u305b\u305f\u8a73\u7d30\u5206\u6790\u3092\u5b9f\u65bd\u3059\u308c\u3070\u3001\u30c7\u30fc\u30bf\u306e\u5b9f\u7528\u6027\u3068\u8aac\u5f97\u529b\u3092\u968f\u6240\u3067\u9ad8\u3081\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002 \u5148\u8ff0\u3057\u305f <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/cc-global-survey-ebook.pdf\"><em>Cisco Contact Center Global Survey 2020<\/em><\/a> \u306b\u3088\u308c\u3070\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u306e\u53ef\u8996\u5316\u3092\u963b\u5bb3\u3057\u7d9a\u3051\u308b\u8981\u56e0\u304c\u7d44\u7e54\u306e\u30c7\u30fc\u30bf\u30b5\u30a4\u30ed\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u9867\u5ba2\u306e\u4f53\u9a13\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u3092\u4e0d\u53ef\u80fd\u306b\u3057\u3066\u3044\u308b\u306e\u3067\u3059\u3002 \u305d\u306e\u89e3\u6c7a\u7b56\u3068\u306f\u4f55\u3067\u3057\u3087\u3046\u304b\uff1f 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Webex \u304c\u6d3b\u8e8d\u3059\u308b\u7406\u7531\u306b\u3064\u3044\u3066\u3001<a href=\"https:\/\/www.webex.com\/contact-center.html\">\u3053\u3061\u3089<\/a>\u304b\u3089\u8a73\u7d30\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p><\/blockquote>\n<p>\u95a2\u9023\u8cc7\u6599 <a href=\"https:\/\/blog.webex.com\/ja\/customer-experience\/webex-%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%a8%e3%82%af%e3%82%b9%e3%83%9a%e3%83%aa%e3%82%a8%e3%83%b3%e3%82%b9%e3%82%bd%e3%83%aa%e3%83%a5%e3%83%bc%e3%82%b7%e3%83%a7%e3%83%b3%e3%81%a7\/\">Exceeding expectations with Webex customer experience solutions<\/a> [\u82f1\u8a9e\u306e\u30d6\u30ed\u30b0\u8a18\u4e8b] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">Cisco + IMImobile: Delivering the Future of Customer Experience, Together<\/a>\u00a0[\u82f1\u8a9e\u306e\u30d6\u30ed\u30b0\u8a18\u4e8b] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">The Future of Customer Experience Begins Now<\/a>\u00a0[\u82f1\u8a9e\u306e\u30d6\u30ed\u30b0\u8a18\u4e8b] <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>\u00a0[\u82f1\u8a9e\u306e Web \u30b5\u30a4\u30c8] <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex Contact Center<\/a>\u00a0[\u82f1\u8a9e\u306e\u30a6\u30a7\u30d3\u30ca\u30fc\u9332\u753b]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u9867\u5ba2\u306b\u95a2\u3059\u308b\u80cc\u666f\u60c5\u5831\u3092\u63d0\u4f9b\u3057\u3001\u30c7\u30fc\u30bf\u3092\u99c6\u4f7f\u3057\u305f AI \u6a5f\u80fd\u3092\u5229\u7528\u3067\u304d\u308b\u305f\u3081\u3001\u6700\u65b0\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u975e\u5e38\u306b\u5f37\u529b\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5fc5\u8981\u306a\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3059\u308c\u3070\u3001\u4eba\u9593\u5473\u306e\u3042\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u300c\u30b9\u30fc\u30d1\u30fc\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u300d\u3078\u3068\u751f\u307e\u308c\u5909\u308f\u308a\u307e\u3059\u3002<\/p>\n","protected":false},"author":5426,"featured_media":15723,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584],"tags":[4278,15099,12158],"class_list":["post-18601","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-contact-center-as-a-service","tag-customer-journey","tag-12158"],"acf":[],"yoast_head":"<!-- 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