{"id":445693,"date":"2026-02-06T06:55:37","date_gmt":"2026-02-06T14:55:37","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/%e3%83%91%e3%83%95%e3%82%a9%e3%83%bc%e3%83%9e%e3%83%b3%e3%82%b9%e3%81%ae%e9%ab%98%e3%81%84%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%81%ae%e8%a3%8f%e5%81%b4\/"},"modified":"2026-03-23T03:21:36","modified_gmt":"2026-03-23T10:21:36","slug":"hidden-engine-behind-high-performing-contact-centers","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/hidden-engine-behind-high-performing-contact-centers\/","title":{"rendered":"\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u9ad8\u3044\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u88cf\u5074\u306b\u3042\u308b\u539f\u52d5\u529b"},"content":{"rendered":"\n<p>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u9ad8\u304f\u3001\u30b3\u30b9\u30c8\u3092\u610f\u8b58\u3057\u305f\u3001\u5f93\u696d\u54e1\u30d5\u30a1\u30fc\u30b9\u30c8\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306b\u5404\u793e\u304c\u3057\u306e\u304e\u3092\u524a\u308b\u4e2d\u3067\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u6700\u9069\u5316\u3001\u30b3\u30b9\u30c8\u7ba1\u7406\u3001\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u306e\u7dad\u6301\u306b\u304a\u3044\u3066\u3001\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u7ba1\u7406\u304c\u4e2d\u5fc3\u7684\u306a\u5f79\u5272\u3092\u679c\u305f\u3059\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u3057\u304b\u3057\u305d\u306e\u88cf\u5074\u3067\u306f\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3067\u696d\u52d9\u52b9\u7387\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u6301\u7d9a\u7684\u306a\u6210\u529f\u306b\u3064\u306a\u304c\u3063\u3066\u3044\u307e\u3059\u3002 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\u3064\u306e\u6a5f\u80fd\u304c\u9023\u643a\u3057\u3066\u8a08\u753b\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7d50\u3073\u4ed8\u3051\u307e\u3059\u3002\u4e88\u6e2c\u3068\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306f\u5b9f\u7e3e\u306b\u57fa\u3065\u3044\u3066\u4f5c\u6210\u3055\u308c\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u3068\u76ee\u6a19\u8a2d\u5b9a\u306f\u4f01\u696d\u304c\u63b2\u3052\u308b\u76ee\u6a19\u306b\u6cbf\u3063\u3066\u3044\u307e\u3059\u3002 <\/p>\n\n<p>\u5bfe\u8a71\u578b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3068\u7d44\u307f\u5408\u308f\u305b\u308b\u3068\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u3055\u3089\u306b\u8a73\u3057\u304f\u53ef\u8996\u5316\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u884c\u52d5\u3092\u3001\u9867\u5ba2\u611f\u60c5\u3001\u8cea\u306e\u9ad8\u3044\u6210\u679c\u3001\u696d\u52d9\u30e1\u30c8\u30ea\u30c3\u30af\u3068\u7d50\u3073\u4ed8\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u4eba\u54e1\u914d\u7f6e\u3060\u3051\u3088\u308a\u3082\u306f\u308b\u304b\u306b\u4fa1\u5024\u306e\u3042\u308b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5305\u62ec\u7684\u306a\u30d3\u30e5\u30fc\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002 <\/p>\n\n<h2 class=\"wp-block-heading\">\u52b9\u7387\u3068\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u540c\u6642\u306b\u5411\u4e0a <\/h2>\n\n<p>\u4eca\u65e5\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u7d76\u3048\u9593\u306a\u3044\u30d7\u30ec\u30c3\u30b7\u30e3\u30fc\u306e\u4e0b\u3067\u904b\u55b6\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u30c1\u30fc\u30e0\u306f\u3001\u5c11\u306a\u3044\u30ea\u30bd\u30fc\u30b9\u3067\u591a\u304f\u306e\u6210\u679c\u3092\u51fa\u3057\u3001\u9ad8\u307e\u308b\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3001\u30b3\u30b9\u30c8\u52b9\u7387\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u3092\u671f\u5f85\u3055\u308c\u3066\u3044\u307e\u3059\u3002 <\/p>\n\n<p>\u3053\u3046\u3057\u305f\u74b0\u5883\u306b\u304a\u3044\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u52b9\u7387\u306f\u6210\u529f\u306b\u6b20\u304b\u305b\u306a\u3044\u8981\u7d20\u3068\u306a\u308a\u307e\u3059\u3002\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u7ba1\u7406\u3067\u306f\u3001\u5bfe\u5fdc\u7bc4\u56f2\u3092\u6700\u9069\u5316\u3057\u3066\u3001\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3067\u306f\u3001\u660e\u78ba\u306a\u76ee\u6a19\u8a2d\u5b9a\u3001\u7d99\u7d9a\u7684\u306a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3001\u7684\u3092\u7d5e\u3063\u305f\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u901a\u3058\u3066\u3001\u52aa\u529b\u306b\u3088\u3063\u3066\u5e38\u306b\u8cea\u306e\u9ad8\u3044\u6210\u679c\u3092\u751f\u307f\u51fa\u305b\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002  <\/p>\n\n<p>\u3053\u306e\u9023\u643a\u306f\u3001\u696d\u754c\u3067\u975e\u5e38\u306b\u30b3\u30b9\u30c8\u306e\u304b\u304b\u308b\u8ab2\u984c\u3067\u3042\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u96e2\u8077\u7387\u306b\u5bfe\u51e6\u3059\u308b\u5834\u5408\u306b\u7279\u306b\u91cd\u8981\u3067\u3059\u3002\u71c3\u3048\u5c3d\u304d\u75c7\u5019\u7fa4\u3001\u660e\u78ba\u3055\u306e\u6b20\u5982\u3001\u4e00\u8cab\u6027\u306e\u306a\u3044\u30b3\u30fc\u30c1\u30f3\u30b0\u306f\u3001\u4f9d\u7136\u3068\u3057\u3066\u96e2\u8077\u306e\u4e3b\u306a\u8981\u56e0\u3067\u3059\u3002\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3067\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5bfe\u3057\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3001\u9032\u884c\u72b6\u6cc1\u3001\u30ad\u30e3\u30ea\u30a2\u30d1\u30b9\u3092\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u3053\u308c\u3089\u306e\u554f\u984c\u306b\u76f4\u63a5\u5bfe\u51e6\u3057\u307e\u3059\u3002  <\/p>\n\n<p>Webex WFO \u3092\u4f7f\u3046\u3068\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u4e8b\u5f8c\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306b\u3068\u3069\u307e\u3089\u305a\u306b\u4e00\u6b69\u9032\u3093\u3067\u5bfe\u51e6\u3067\u304d\u307e\u3059\u3002\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306b\u30b3\u30fc\u30c1\u30f3\u30b0\u3057\u3001\u73fe\u6642\u70b9\u3067\u306e\u6210\u679c\u3092\u8a55\u4fa1\u3057\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u4f4e\u4e0b\u3057\u3066\u304d\u3066\u3044\u305f\u3089\u65e9\u671f\u4ecb\u5165\u3067\u304d\u308b\u4f53\u5236\u304c\u6574\u3063\u3066\u3044\u308c\u3070\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u9577\u671f\u7684\u306a\u5b9a\u7740\u7387\u306e\u4e21\u65b9\u3092\u6539\u5584\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<h2 class=\"wp-block-heading\">\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u9ad8\u3044\u4f01\u696d\u306e\u7279\u9577<\/h2>\n\n<p>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u9ad8\u3044\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u53b3\u3057\u3044\u72b6\u6cc1\u3067\u3042\u3063\u3066\u3082\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3084\u30b3\u30b9\u30c8\u7ba1\u7406\u306e\u6539\u5584\u306a\u3069\u3001\u4e00\u8cab\u3057\u3066\u512a\u308c\u305f\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u9054\u6210\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u3046\u3057\u305f\u7d44\u7e54\u304c\u4e00\u7dda\u3092\u753b\u3057\u3066\u3044\u308b\u306e\u306f\u3001\u63d0\u4f9b\u3059\u308b\u7d50\u679c\u3060\u3051\u3067\u306a\u304f\u3001\u512a\u5148\u3057\u3066\u3044\u308b\u53d6\u308a\u7d44\u307f\u306b\u3042\u308a\u307e\u3059\u3002 <\/p>\n\n<p>\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u7ba1\u7406\u306f\u4f9d\u7136\u3068\u3057\u3066\u57fa\u76e4\u3068\u306a\u308b\u3082\u306e\u306e\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3082\u6226\u7565\u7684\u306a\u63a8\u9032\u529b\u3068\u3057\u3066\u3053\u308c\u306b\u8feb\u308b\u52e2\u3044\u3092\u898b\u305b\u3066\u3044\u307e\u3059\u30022 \u3064\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u306f\u65e5\u3005\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u9577\u671f\u7684\u306a\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u9069\u5408\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u9ad8\u3044\u7d44\u7e54\u306f\u4eba\u54e1\u914d\u7f6e\u3084\u4e88\u6e2c\u3060\u3051\u3067\u306f\u5341\u5206\u3067\u306a\u3044\u3053\u3068\u3092\u7406\u89e3\u3057\u3066\u3044\u307e\u3059\u3002\u4eba\u6750\u80b2\u6210\u3082\u540c\u69d8\u306b\u6301\u7d9a\u7684\u306a\u6210\u529f\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002   <\/p>\n\n<h2 class=\"wp-block-heading\">\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u304c\u6ce8\u76ee\u306b\u5024\u3059\u308b\u7406\u7531<\/h2>\n\n<p>Webex WFO \u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3067\u3001\u7d44\u7e54\u304c\u3067\u304d\u308b\u3053\u3068\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u5ba2\u89b3\u7684\u304b\u3064\u5b9f\u7528\u7684\u306a\u30c7\u30fc\u30bf\u3092\u7528\u3044\u3066\u30c8\u30c3\u30d7\u30d1\u30d5\u30a9\u30fc\u30de\u30fc\u304a\u3088\u3073\u30b5\u30dd\u30fc\u30c8\u304c\u5fc5\u8981\u306a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u7279\u5b9a\u3059\u308b<\/li>\n\n\n\n<li>\u5909\u5316\u3059\u308b\u30d3\u30b8\u30cd\u30b9\u306e\u512a\u5148\u4e8b\u9805\u3068\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5408\u308f\u305b\u3066 KPI \u3092\u8abf\u6574\u3059\u308b<\/li>\n\n\n\n<li>\u6e2c\u5b9a\u3067\u304d\u308b\u6539\u5584\u3092\u4fc3\u3059\u305f\u3081\u306e\u30bf\u30a4\u30e0\u30ea\u30fc\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u5b9f\u65bd\u3059\u308b<\/li>\n\n\n\n<li>\u8cac\u4efb\u3001\u8a55\u4fa1\u3001\u5c02\u9580\u6027\u306e\u5411\u4e0a\u306e\u6587\u5316\u3092\u91b8\u6210\u3059\u308b<\/li>\n<\/ul>\n\n<p>\u6025\u901f\u306b\u5909\u5316\u3059\u308b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u74b0\u5883\u3067\u306f\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u8003\u616e\u305b\u305a\u52b9\u7387\u3060\u3051\u3092\u8ffd\u6c42\u3057\u3066\u3082\u9577\u7d9a\u304d\u3057\u307e\u305b\u3093\u3002\u6301\u7d9a\u53ef\u80fd\u306a\u6210\u529f\u306e\u6e90\u306f\u5f93\u696d\u54e1\u3092\u652f\u63f4\u3059\u308b\u3053\u3068\u3067\u3042\u308a\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002 <\/p>\n\n<h2 class=\"wp-block-heading\">\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306f\u7af6\u4e89\u529b\u3092\u9ad8\u3081\u308b<\/h2>\n\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u9032\u5316\u3057\u3066\u3044\u307e\u3059\u3002\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u306f\u3001\u3088\u308a\u30b9\u30de\u30fc\u30c8\u306a\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u8a2d\u5b9a\u3092\u3057\u305f\u3068\u3053\u308d\u3067\u3001\u305d\u308c\u304c\u6210\u529f\u306e 1 \u3064\u306e\u8981\u7d20\u306b\u3059\u304e\u306a\u3044\u3053\u3068\u3092\u8a8d\u8b58\u3057\u59cb\u3081\u3066\u3044\u307e\u3059\u3002\u540c\u696d\u4ed6\u793e\u3092\u4e0a\u56de\u308b\u696d\u7e3e\u3092\u4e0a\u3052\u3066\u3044\u308b\u7d44\u7e54\u306f\u3001\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u7ba1\u7406\u3068\u540c\u3058\u304f\u3089\u3044\u3001\u4eba\u6750\u80b2\u6210\u306b\u3082\u6295\u8cc7\u3057\u3066\u3044\u307e\u3059\u3002  <\/p>\n\n<p>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306f\u300c\u3042\u3063\u305f\u3089\u826f\u3044\u300d\u7a0b\u5ea6\u306e\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u7af6\u4e89\u512a\u4f4d\u6027\u3068\u306a\u308b\u3082\u306e\u3067\u3059\u3002 <\/p>\n\n<p>Webex WFO \u3092\u5229\u7528\u3059\u308c\u3070\u3001\u3053\u306e\u512a\u4f4d\u6027\u3092\u6700\u521d\u304b\u3089\u7372\u5f97\u3067\u304d\u307e\u3059\u3002\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306f\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u4e2d\u5fc3\u7684\u306a\u8981\u7d20\u3067\u3042\u308a\u3001\u30a4\u30f3\u30b5\u30a4\u30c8\u304b\u3089\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8d77\u3053\u3057\u3001\u52aa\u529b\u304b\u3089\u6210\u679c\u3092\u751f\u307f\u51fa\u3059\u306e\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u307e\u3059\u3002 <\/p>\n\n<h2 class=\"wp-block-heading\">\u4e3b\u306a\u6a5f\u80fd<\/h2>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1672\" height=\"1028\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/performance-management.jpg\" alt=\"\" class=\"wp-image-443491\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/performance-management.jpg 1672w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/performance-management-768x472.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/performance-management-1536x944.jpg 1536w\" sizes=\"auto, (max-width: 1672px) 100vw, 1672px\" \/><\/figure>\n\n<p><strong>\u96c6\u4e2d\u578b\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30dd\u30fc\u30bf\u30eb<\/strong>\uff1a\u5358\u4e00\u306e\u7d71\u5408\u30b9\u30da\u30fc\u30b9<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u202f\u304c\u30c1\u30fc\u30e0\u30ec\u30d9\u30eb\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3001\u6700\u8fd1\u306e\u8a55\u4fa1\u30b9\u30b3\u30a2\u3001KPI \u306e\u50be\u5411\u3092\u78ba\u8a8d<\/li>\n\n\n\n<li>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u202f\u304c\u6700\u65b0\u306e\u8a55\u4fa1\u7d50\u679c\u3001\u8a55\u4fa1\u6307\u6a19\u3001\u305d\u306e\u4ed6\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u306b\u30a2\u30af\u30bb\u30b9<\/li>\n<\/ul>\n\n<p>\u3053\u308c\u3067\u3001\u8907\u6570\u306e WFM\/QM \u753b\u9762\u3092\u5207\u308a\u66ff\u3048\u308b\u5fc5\u8981\u304c\u306a\u304f\u306a\u308a\u3001\u65ad\u7247\u5316\u3055\u308c\u3066\u3044\u305f\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u304c\u3001\u5408\u7406\u5316\u3055\u308c\u305f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30cf\u30d6\u306b\u7f6e\u304d\u63db\u308f\u308a\u307e\u3059\u3002<\/p>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1672\" height=\"1028\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/my-schedule.jpg\" alt=\"\" class=\"wp-image-443481\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/my-schedule.jpg 1672w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/my-schedule-768x472.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/my-schedule-1536x944.jpg 1536w\" sizes=\"auto, (max-width: 1672px) 100vw, 1672px\" \/><\/figure>\n\n<p><strong>\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u8868\u793a<\/strong>\uff1a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u5185\uff1a<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u65e5\u6b21\u307e\u305f\u306f\u9031\u6b21\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u8868\u793a\u53ef\u80fd<\/li>\n<\/ul>\n\n<ul class=\"wp-block-list\">\n<li>\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u306f\u81ea\u5206\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u78ba\u8a8d\u3057\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u3084\u80fd\u529b\u958b\u767a\u306e\u4e88\u7d04\u304c\u3044\u3064\u5165\u3063\u3066\u3044\u308b\u304b\u3092\u78ba\u8a8d<\/li>\n<\/ul>\n\n<p>\u3053\u308c\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u30b3\u30fc\u30c1\u30f3\u30b0\u306e\u6e96\u5099\u3092\u3057\u3001\u30ea\u30fc\u30c0\u30fc\u306f\u7a7a\u304d\u6642\u9593\u3092\u660e\u78ba\u306b\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1672\" height=\"1028\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/kpi-dashboard.jpg\" alt=\"\" class=\"wp-image-443511\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/kpi-dashboard.jpg 1672w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/kpi-dashboard-768x472.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/kpi-dashboard-1536x944.jpg 1536w\" sizes=\"auto, (max-width: 1672px) 100vw, 1672px\" \/><\/figure>\n\n<p><strong>\u6a19\u6e96\u306e WFM \u304a\u3088\u3073 QM \u30e1\u30c8\u30ea\u30c3\u30af\u3092\u5099\u3048\u305f KPI \u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9<\/strong>\uff1a\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u30e1\u30c8\u30ea\u30c3\u30af\u3092\u4e00\u5143\u7684\u306b\u628a\u63e1\u3067\u304d\u307e\u3059\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff09<\/li>\n\n\n\n<li>\u9075\u5b88\uff08Adherence\uff09<\/li>\n\n\n\n<li>\u51e6\u7406\u6e08\u307f\u9023\u7d61\u5148\u6570\uff08Contacts Handled\uff09<\/li>\n\n\n\n<li>\u5931\u6557\u7387\uff08Fail Rate\uff09<\/li>\n\n\n\n<li>QM \u8a55\u4fa1\u304a\u3088\u3073\u30bb\u30af\u30b7\u30e7\u30f3\u30b9\u30b3\u30a2\uff08\u89e3\u6c7a\u3001\u5171\u611f\u3001\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u306a\u3069\uff09<\/li>\n<\/ul>\n\n<p>\u3053\u308c\u306b\u3088\u308a\u3001\u3053\u308c\u307e\u3067\u5225\u3005\u3060\u3063\u305f 2 \u3064\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3001\u3064\u307e\u308a\u3001QM \u30a4\u30f3\u30b5\u30a4\u30c8\u3068 WFM KPI \u304c 1 \u3064\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30d3\u30e5\u30fc\u306b\u7d71\u5408\u3055\u308c\u307e\u3059\u3002<\/p>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1672\" height=\"1028\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/coaching.jpg\" alt=\"\" class=\"wp-image-443521\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/coaching.jpg 1672w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/coaching-768x472.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2026\/01\/coaching-1536x944.jpg 1536w\" sizes=\"auto, (max-width: 1672px) 100vw, 1672px\" \/><\/figure>\n\n<p><strong>\u30a2\u30d7\u30ea\u5185\u30b3\u30fc\u30c1\u30f3\u30b0\u30bb\u30c3\u30b7\u30e7\u30f3\u306e\u4f5c\u6210<\/strong>\uff1a\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u5185\u3067\u76f4\u63a5\u3001\u6b21\u306e\u5185\u5bb9\u306b\u5408\u308f\u305b\u3066\u30b3\u30fc\u30c1\u30f3\u30b0\u30bb\u30c3\u30b7\u30e7\u30f3\u3092\u8a2d\u5b9a\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u7279\u5b9a\u306e KPI<\/li>\n\n\n\n<li>QM \u30bb\u30af\u30b7\u30e7\u30f3\u306e\u50be\u5411<\/li>\n\n\n\n<li>WFM \u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u554f\u984c<\/li>\n<\/ul>\n\n<p>\u30bb\u30c3\u30b7\u30e7\u30f3\u306f\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306b\u7d71\u5408\u3055\u308c\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u304a\u3088\u3073\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u8868\u793a\u3055\u308c\u307e\u3059\u3002<\/p>\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u300cWebex WFO \u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3067\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u6b21\u4e16\u4ee3\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u8a55\u4fa1\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u304a\u3088\u3073\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u57fa\u76e4\u3092\u69cb\u7bc9\u3057\u307e\u3059\u300d <\/p>\n<cite>\u2013 \u88fd\u54c1\u7ba1\u7406\u90e8\u9580\u3001\u30b7\u30cb\u30a2\u30c7\u30a3\u30ec\u30af\u30bf\u3001Willem Evert Nijenhuis<\/cite><\/blockquote>\n\n<h2 class=\"wp-block-heading\">\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306e\u6a5f\u80fd\u3092\u5b9f\u969b\u306b\u3054\u89a7\u304f\u3060\u3055\u3044<\/h2>\n\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u7ba1\u7406\u306b\u6ce8\u529b\u3057\u3066\u3044\u308b\u3082\u306e\u306e\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306b\u306f\u5341\u5206\u306b\u6295\u8cc7\u3057\u3066\u3044\u306a\u3044\u3068\u3044\u3046\u5834\u5408\u306f\u3001\u6226\u7565\u306e\u898b\u76f4\u3057\u304c\u5fc5\u8981\u306a\u6642\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u5927\u304d\u306a\u6210\u529f\u3092\u53ce\u3081\u3066\u3044\u308b\u7d44\u7e54\u306f\u3059\u3067\u306b\u305d\u3046\u3057\u3066\u3044\u307e\u3059\u3002 <\/p>\n\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3001\u6e2c\u5b9a\u53ef\u80fd\u306a\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u4fc3\u9032\u3059\u308b\u3046\u3048\u3067 Webex WFO \u304c\u3069\u306e\u3088\u3046\u306b\u5f79\u7acb\u3064\u304b\u3092\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<a href=\"https:\/\/webexwfo.storylane.io\/share\/laqdnybwzp9e\" target=\"_blank\" rel=\"noreferrer noopener\">Webex WFO \u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406 <\/a>\u3067\u3001\u3053\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u5b9f\u969b\u306e\u52d5\u4f5c\u3092\u3054\u89a7\u3044\u305f\u3060\u3051\u307e\u3059\u3002 <\/p>\n\n<p>Webex WFO \u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306f\u3001\u4ee5\u4e0b\u306e Webex Customer Experience \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3068\u30b9\u30e0\u30fc\u30ba\u306b\u7d71\u5408\u3057\u307e\u3059\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Webex Contact Center<\/li>\n\n\n\n<li>Webex Contact Center Enterprise<\/li>\n\n\n\n<li>Unified Contact Center Enterprise<\/li>\n\n\n\n<li>Packaged Contact Center Enterprise<\/li>\n\n\n\n<li>Unified Contact Center Express <\/li>\n<\/ul>\n\n<p><strong>\u6ce8\uff1a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306b\u30a2\u30af\u30bb\u30b9\u3059\u308b\u306b\u306f\u3001\u5c11\u306a\u304f\u3068\u3082 Full WFM\u3001Full QM\u3001\u307e\u305f\u306f WFO \u30d0\u30f3\u30c9\u30eb SKU \u304c\u5fc5\u8981\u3067\u3059\u3002<\/strong><\/p>\n\n<p><a href=\"https:\/\/help.webex.com\/ja-jp\/landing\/ld-nf7q1hbb-WebexWorkforceOptimization(WFO)\/Agents?type=complex&amp;subTab=Webex-Contact-Center\" target=\"_blank\" rel=\"noreferrer noopener\">Webex Workforce Optimization\uff08WFO\uff09<\/a>\u306b\u30a2\u30af\u30bb\u30b9\u3057\u3066\u30ac\u30a4\u30c9\u3068\u30ea\u30bd\u30fc\u30b9\u3092\u53c2\u7167\u3044\u305f\u3060\u304f\u304b\u3001\u30b7\u30b9\u30b3\u306e\u62c5\u5f53\u8005\u306b\u304a\u554f\u3044\u5408\u308f\u305b\u3044\u305f\u3060\u304d\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30c7\u30e2\u3092\u3054\u4e88\u7d04\u304f\u3060\u3055\u3044\u3002<\/p>\n\n<p><strong>\u95a2\u9023\u60c5\u5831<\/strong><\/p>\n\n<p><a href=\"https:\/\/www.webex.com\/ja\/products\/workforce-optimization.html\" target=\"_blank\" rel=\"noreferrer noopener\">Webex WFO<\/a><\/p>\n\n<p><a href=\"https:\/\/www.webex.com\/jp\/ja\/products\/customer-experience\/contact-center.html\" target=\"_blank\" rel=\"noreferrer noopener\">Webex Contact Center<\/a><\/p>\n\n<p><a href=\"https:\/\/help.webex.com\/ja-jp?tab=support\" target=\"_blank\" rel=\"noreferrer noopener\">Webex Help Center<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3092 Webex WFO \u306e\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u52b9\u7387\u3092\u9ad8\u3081\u3001\u96e2\u8077\u7387\u3092\u4e0b\u3052\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7af6\u4e89\u512a\u4f4d\u6027\u306b\u5909\u3048\u308b\u65b9\u6cd5\u3092\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n","protected":false},"author":5766,"featured_media":443507,"comment_status":"closed","ping_status":"open","sticky":true,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584],"tags":[16300,16391],"class_list":["post-445693","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-16300","tag--ja"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ 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property=\"og:locale\" content=\"ja_JP\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u9ad8\u3044\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u88cf\u5074\u306b\u3042\u308b\u539f\u52d5\u529b\" \/>\n<meta property=\"og:description\" content=\"\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3092 Webex WFO \u306e\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u52b9\u7387\u3092\u9ad8\u3081\u3001\u96e2\u8077\u7387\u3092\u4e0b\u3052\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7af6\u4e89\u512a\u4f4d\u6027\u306b\u5909\u3048\u308b\u65b9\u6cd5\u3092\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/ja\/customer-experience\/hidden-engine-behind-high-performing-contact-centers\/\" 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