{"id":385408,"date":"2020-09-03T15:44:42","date_gmt":"2020-09-03T22:44:42","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ko\/%ec%86%90%eb%8b%98%ea%b3%bc-%ec%9e%91%ec%97%85-%ec%9b%a8%eb%b9%84%eb%82%98%ec%9d%98-%eb%af%b8%eb%9e%98-forrester-research-cx%ec%97%90%ec%84%9c-contact-center%ec%9d%98-%ec%97%ad%ed%95%a0-%ed%95%b4\/"},"modified":"2020-09-03T15:44:42","modified_gmt":"2020-09-03T22:44:42","slug":"%ec%86%90%eb%8b%98%ea%b3%bc-%ec%9e%91%ec%97%85-%ec%9b%a8%eb%b9%84%eb%82%98%ec%9d%98-%eb%af%b8%eb%9e%98-forrester-research-cx%ec%97%90%ec%84%9c-contact-center%ec%9d%98-%ec%97%ad%ed%95%a0-%ed%95%b4","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ko\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98\/%ec%86%90%eb%8b%98%ea%b3%bc-%ec%9e%91%ec%97%85-%ec%9b%a8%eb%b9%84%eb%82%98%ec%9d%98-%eb%af%b8%eb%9e%98-forrester-research-cx%ec%97%90%ec%84%9c-contact-center%ec%9d%98-%ec%97%ad%ed%95%a0-%ed%95%b4\/","title":{"rendered":"\uc190\ub2d8\uacfc \uc791\uc5c5 \uc6e8\ube44\ub098\uc758 \ubbf8\ub798 Forrester Research: CX\uc5d0\uc11c Contact Center\uc758 \uc5ed\ud560 \ud574\uccb4\ud558\uae30"},"content":{"rendered":"<h2><span><br \/>\n  <strong>\ub354 \ub9ce\uc740 \uace0\uac1d \ud658\uacbd\uc744 \uc704\ud574 \ub450 \uc138\uacc4\ub97c \ube0c\ub9ac\ub514\ub9c1\ud558\uae30<\/strong><br \/>\n<\/span><\/h2>\n<p>&#8220;\uace0\uac1d \ud658\uacbd&#8221; \ub2e8\uc5b4\ub97c \ub4e4\uc744 \ub54c \uac00\uc7a5 \uba3c\uc800 \uc0dd\uac01\ub098\uac8c \ud558\ub294 \uac83\uc740 \ubb34\uc5c7\uc785\ub2c8\uae4c?<\/p>\n<p>\uc720\ucf8c\ud55c? \uc2e4\ub9dd? \uc751\uc9d1\ub825? \ud63c\ub780?\u00a0 \uc800\ud76c\ub294 \uace0\uac1d\ub4e4\uc774 \uac00\uc7a5 \uae30\uc5b5\uc5d0 \ub0a8\ub294 \ud658\uacbd\uc744 \ubc14\ud0d5\uc73c\ub85c \uc591\ud638\ud558\uac70\ub098 \ubd88\ub7c9\uc5d0 \ub300\ud574 \uc790\uc2e0\uc758 \uc0dd\uac01\uc744 \ubc1d\ud614\uc2b5\ub2c8\ub2e4.<\/p>\n<p>&#8220;\uace0\uac1d \uc11c\ube44\uc2a4&#8221;\ub97c \ub4e4\uc744 \ub54c \uc5b4\ub5bb\uac8c \ud569\ub2c8\uae4c?\u00a0 \ub450 \uac00\uc9c0 \ubaa8\ub450 \ud55c \uac1c \ubc0f \ub3d9\uc77c\uc778 \uac83\uc73c\ub85c \uc0dd\uac01\ud560 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc2e4\uc81c\ub85c \ub450 \uce21 \ubaa8\ub450 \uc11c\ub85c \uae34\ubc00\ud558\uac8c \uc5f0\uacb0\ub418\uc5b4 \uc788\uc73c\uba70, \uc0ac\uc2e4\uc0c1 \uc6b0\ub9ac\uac00 \ud568\uaed8 \uc5c5\ubb34\ud558\ub294 \ud68c\uc0ac \ub0b4\uc5d0\uc11c \ub450 \uac00\uc9c0\ub85c \uad6c\ubd84\ub41c \uc601\uc5ed\uc785\ub2c8\ub2e4. \u00a0Cisco <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/contact-center-survey-2020.html\"><\/a>\uc758 \uae00\ub85c\ubc8c \uc5f0\ub77d\ucc98 \uc13c\ud130 \uc124\ubb38\uc870\uc0ac\uc5d0 \ub530\ub974\uba74, \uc774\uc81c \uc5f0\ub77d\ucc98 \uc13c\ud130\uc758 \uc808\ubc18 \uc774\uc0c1\uc774 CX \uc784\uc6d0\uc73c\ub85c \ubcf4\uace0\ub418\uace0, 72%\uc758 \uc5f0\ub77d\ucc98 \uc13c\ud130 \uc758\uc0ac\uacb0\uc815\uc790\ub4e4\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \uc870\uac01\ud55c \ud658\uacbd\uc774 \uac00\uc7a5 5\ub300 \ube44\uc988\ub2c8\uc2a4\uc758 \uacfc\uc81c \uc911 \ud558\ub098\ub77c\uace0 \uc0dd\uac01\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Forrester\ub294 \uace0\uac1d\uc774 \uadc0\ud558\uc758 <em>\ud68c\uc0ac\uc640\uc758 \uc0c1\ud638 \uc791\uc6a9\uc744 \uc5b4\ub5bb\uac8c \uc778\uc2dd\ud558\ub294\uc9c0 \uace0\uac1d \ud658\uacbd\uc744 \uc815\uc758\ud569\ub2c8\ub2e4. (1)<\/em> \u00a0\uc989, \uace0\uac1d \uacbd\ud5d8\uc740 &#8220;\uc9c0\uac01&#8221;\uc785\ub2c8\ub2e4. \u00a0\ubc18\uba74 \uace0\uac1d \uc11c\ube44\uc2a4\ub294 &#8220;\uac1c\uc785&#8221;\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ud658\uacbd\uacfc \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ucc28\uc774\uc810\uc740 \ud63c\ub780\uc2a4\ub7ec\uc6b0\uba70, \uace0\uac1d \ud658\uacbd(CX)\uc5d0 \ub300\ud55c \uc2e4\uc81c \uc18c\uc720\uad8c\uc5d0 \ub300\ud574 \uba85\ud655\ud558\uc9c0 \ubabb\ud558\uac8c \ub9cc\ub4ed\ub2c8\ub2e4. CX \uc131\uacf5\uc744 \ub2ec\uc131\ud558\uae30 \uc704\ud574 \ub450 \uac00\uc9c0 \uac04\uc758 \ud611\uc5c5\uc740 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4.<strong>\u00a0<\/strong><\/p>\n<h2><span><br \/>\n  <strong>\uc791\uc5c5 \uc6e8\ube44\ub098\uc758 \ubbf8\ub798\uc5d0 \ucc38\uc5ec<\/strong><br \/>\n<\/span><\/h2>\n<p><a href=\"https:\/\/use.webex.com\/achievecxsuccess\">9\uc6d4<\/a> 10\uc77c \ubaa9\uc694\uc77c\ub85c \ucc38\uc5ec 2020\uc77c \uc624\uc804 10\uc2dc(PT\/1 pm ET)\uc5d0 \uc190\ub2d8 \ubc1c\ud45c\uc790\uc778 Pt\/1 pm ET\uc5d0\uc11c Forrester Research\uc758 \uc120\uc784 \ubd84\uc11d\uac00 \ubc0f CX\uc758 Contact Center \ube44\uc988\ub2c8\uc2a4 \uc0ac\uc5c5\ubd80\uc758 Vinod Muthukrishnan \uc120\uc784\uace0\ubb38\uacfc \uc774 \ub450 \uac00\uc9c0 \uadf8\ub8f9\uc774 \ub6f0\uc5b4\ub09c \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub97c \ub3c4\ucd9c\ud558\ub294 \uace0\uac1d \ud504\ub85c\uadf8\ub7a8\uc758 \uc804\uccb4\uc801\uc778 \uc74c\uc131\uc744 \uad6c\ucd95\ud558\ub294 \ub370 \uc0ac\uc6a9\ud560 \uc218 \uc788\ub294 \uba85\ud655\ud55c \ucc28\uc774\uc810\uc744 \ub17c\uc758\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-336929\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-1024x707.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-300x207.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-768x530.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-1024x707.png 1024w\" alt=\"Cisco Contact Center\uc758 Forrester Research \ubc0f Vinod Muthukrishnan\uc758 \uc218\uc11d \uc560\ub110\ub9ac\uc2a4\ud2b8\uc778 \uc774\ub798\ub85c \uc791\uc5c5 \uc6e8\ube44\ub098\uc758 \ubbf8\ub798\ub97c \uc704\ud55c \ubc1c\ud45c\uc790 \uc0ac\uc9c4\" width=\"640\" height=\"442\" \/><\/p>\n<p>\uc6e8\ube44\ub098\uc5d0 \ucc38\uc5ec\ud558\uace0 Forrester Research \ubc31\uc11c &#8220;CX \uc804\ubb38\uac00\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \ub9ac\ub354\uc640 \ud611\uc5c5\ud574\uc57c \ud569\ub2c8\ub2e4.&#8221;<\/p>\n<blockquote><p>9 <a href=\"https:\/\/use.webex.com\/achievecxsuccess\"><\/a> \uc6d4 10\uc77c, \uc608\uc815\ub41c \uc791\uc5c5 \uc6e8\ube44\ub098\ub97c \uae30\ub300\ud569\ub2c8\ub2e4<sup><\/sup>!<\/p><\/blockquote>\n<p>\ub2e4\uc74c \ub9ac\uc18c\uc2a4\ub3c4 \uccb4\ud06c\ud558\uc2ed\uc2dc\uc624.<\/p>\n<ul>\n<li>Webex \ud658\uacbd \uad00\ub9ac <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">\uc5d0 \ub300\ud55c \uc790\uc138\ud55c \ub0b4\uc6a9\uc740<\/a><\/li>\n<li><a href=\"https:\/\/www.cisco.com\/go\/cc\">Cisco Contact Center \uc194\ub8e8\uc158 \uc6f9\uc0ac\uc774\ud2b8\ub97c \ubc29\ubb38<\/a> \ud558\uc2ed\uc2dc\uc624.<\/li>\n<\/ul>\n<p>(1) CX Essentials, Forrester Research, Inc., 2020\ub144 7\uc6d4 21\uc77c\uc790\uc790\uc138<strong>  \ud788 https:\/\/blogs.cisco.com\/collaboration\/introducing-webex-experience-management-simple-ai-powered-journey-analytics-transforms-customer-and-agent-experiences https:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center  <\/strong>https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\uc190\ub2d8\uc6a9Rerester Research \ubc0f Cisco Contact Center\ub294 CX\uc640 \uace0\uac1d \uc11c\ube44\uc2a4 \uac04\uc758 \uad00\uacc4\ub97c \ud0d0\uc0c9\ud558\uc5ec \uace0\uac1d \uc911\uc2ec\uc131 \ubc0f \uace0\uac1d \ud658\uacbd \uc131\uacf5\uc744 \uc7a5\ub2f4\ud569\ub2c8\ub2e4.<\/p>\n","protected":false},"author":5487,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1782,8025],"tags":[4278,8174],"class_list":["post-385408","post","type-post","status-publish","format-standard","hentry","category-1782","category-8025","tag-contact-center-as-a-service","tag-8174"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\uc190\ub2d8\uacfc \uc791\uc5c5 \uc6e8\ube44\ub098\uc758 \ubbf8\ub798 Forrester Research: CX\uc5d0\uc11c Contact Center\uc758 \uc5ed\ud560 \ud574\uccb4\ud558\uae30 | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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