{"id":18599,"date":"2021-07-02T13:51:34","date_gmt":"2021-07-02T20:51:34","guid":{"rendered":"https:\/\/cisco2393.wpengine.com\/%e4%b8%ba%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%b3%a8%e5%85%a5%e6%95%b0%e6%8d%ae%e5%8a%9b%e9%87%8f%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%ba%a7%e5%9d%90%e5%b8%ad\/"},"modified":"2021-07-29T12:15:10","modified_gmt":"2021-07-29T19:15:10","slug":"%e4%b8%ba%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%b3%a8%e5%85%a5%e6%95%b0%e6%8d%ae%e5%8a%9b%e9%87%8f%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%ba%a7%e5%9d%90%e5%b8%ad","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e4%b8%ba%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%b3%a8%e5%85%a5%e6%95%b0%e6%8d%ae%e5%8a%9b%e9%87%8f%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%ba%a7%e5%9d%90%e5%b8%ad\/","title":{"rendered":"\u4e3a\u8054\u7edc\u4e2d\u5fc3\u6ce8\u5165\u6570\u636e\u529b\u91cf\uff0c\u6253\u9020\u8d85\u7ea7\u5750\u5e2d"},"content":{"rendered":"<p>\u8054\u7edc\u4e2d\u5fc3\u4e00\u7ebf\u5750\u5e2d\u662f\u6570\u636e\u65f6\u4ee3\u7684\u201c\u8d85\u7ea7\u82f1\u96c4\u201d\u3002 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\u9a71\u52a8\u7684\u5f3a\u5927\u65b0\u6280\u672f\u6b63\u5728\u6539\u53d8\u8054\u7edc\u4e2d\u5fc3\u7684\u9762\u8c8c\uff0c\u80fd\u591f\u5b9e\u73b0\u66f4\u52a0\u9ad8\u6548\u548c\u4e2a\u6027\u5316\u7684\u4ea4\u4e92\uff0c\u4ee5\u53ca\u589e\u5f3a\u5ba2\u6237\u5fc3\u58f0\u5de5\u5177\u7684\u529f\u80fd\u3002 \u4e8b\u5b9e\u4e0a\uff0c\u8054\u7edc\u4e2d\u5fc3\u7684\u4eba\u5de5\u667a\u80fd\u6280\u672f\u662f\u771f\u6b63\u7684\u53d8\u9769\u63a8\u624b\uff0c\u53ef\u4ee5\u63d0\u4f9b\u81ea\u52a8\u6267\u884c\u4efb\u52a1\u7684\u65b0\u65b9\u6cd5\uff0c\u63d0\u9ad8\u670d\u52a1\u6548\u7387\uff0c\u4ea7\u751f\u4e30\u5bcc\u6d1e\u5bdf\u4ee5\u53ca\u63d0\u9ad8\u5458\u5de5\u7ee9\u6548\uff0c\u4f7f\u5458\u5de5\u83b7\u5f97\u66f4\u591a\u6210\u5c31\u3002 \u5c24\u5176\u662f\u50cf <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex 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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>\u5efa\u7acb\u6df1\u539a\u7684\u5ba2\u6237\u5173\u7cfb\u53ca\u5fe0\u8bda\u5ea6<\/strong><\/h2>\n<p>\u8fd9\u5e76\u4e0d\u4ec5\u662f\u9488\u5bf9\u5ba2\u6237\u670d\u52a1\u800c\u8a00\u3002 \u4f18\u5316\u8054\u7edc\u4e2d\u5fc3\u5ba2\u6237\u4f53\u9a8c\u8fd8\u5305\u62ec\u8d85\u8d8a\u5ba2\u6237\u670d\u52a1\uff0c \u5728\u8054\u7edc\u4e2d\u5fc3\u7ecf\u5e38\u53d1\u751f\u7684\u5ba2\u6237\u4e92\u52a8\u4e2d\u589e\u5f3a\u611f\u60c5\u4ea4\u6d41\uff0c\u5c06\u80fd\u5e2e\u52a9\u4f01\u4e1a\u5efa\u7acb\u6df1\u539a\u7684\u5ba2\u6237\u5173\u7cfb\u53ca\u5fe0\u8bda\u5ea6\u3002 \u4f01\u4e1a\u53ef\u4ee5\u5c06\u5e73\u5747\u5904\u7406\u65f6\u95f4 (AHT)\u3001\u9996\u6b21\u547c\u53eb\u89e3\u51b3\u7387 (FCR) \u7b49\u4f20\u7edf\u8054\u7edc\u4e2d\u5fc3\u4e8b\u52a1\u6027\u6307\u6807\u4e0e\u51c0\u63a8\u8350\u503c (NPS)\u3001\u5ba2\u6237\u8d39\u529b\u5ea6 (CES) \u7b49\u5ba2\u6237\u5fc3\u58f0\u6307\u6807\u76f8\u7ed3\u5408\uff0c\u6316\u6398\u5230\u66f4\u6df1\u523b\u7684\u6d1e\u89c1\uff0c\u8ba9\u6570\u636e\u53d1\u6325\u66f4\u5927\u7684\u4f5c\u7528\u5e76\u589e\u5f3a\u884c\u52a8\u529b\u3002 \u6839\u636e <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/cc-global-survey-ebook.pdf\"><em>2020 \u5e74\u601d\u79d1\u8054\u7edc\u4e2d\u5fc3\u5168\u7403\u8c03\u67e5<\/em><\/a>\uff0c\u4f01\u4e1a\u6570\u636e\u5b64\u5c9b\u4ecd\u7136\u963b\u788d\u7740\u5b8c\u6574\u5ba2\u6237\u65c5\u7a0b\u4fe1\u606f\u7684\u83b7\u53d6\uff0c\u5bfc\u81f4\u8054\u7edc\u4e2d\u5fc3\u65e0\u6cd5\u5f97\u77e5\u5ba2\u6237\u6b63\u5728\u83b7\u5f97\u600e\u6837\u7684\u4f53\u9a8c\u3002 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href=\"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e5%80%9f%e5%8a%a9-webex-%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e8%a7%a3%e5%86%b3%e6%96%b9%e6%a1%88%e6%89%93%e9%80%a0%e8%b6%85%e8%b6%8a%e9%a2%84%e6%9c%9f%e7%9a%84%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/\">\u5229\u7528 Webex \u5ba2\u6237\u4f53\u9a8c\u89e3\u51b3\u65b9\u6848\u6253\u9020\u8d85\u8d8a\u9884\u671f\u7684\u5ba2\u6237\u4f53\u9a8c<\/a> [\u535a\u5ba2] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\"> \u601d\u79d1 \u643a\u624b IMImobile\uff1a\u5408\u529b\u6253\u9020\u672a\u6765\u5316\u5ba2\u6237\u4f53\u9a8c<\/a>\u00a0[\u535a\u5ba2] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">\u5ba2\u6237\u4f53\u9a8c\u7684\u672a\u6765\u5df2\u7ecf\u5230\u6765<\/a>\u00a0[\u535a\u5ba2] <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex \u8054\u7edc\u4e2d\u5fc3<\/a>\u00a0[\u7f51\u7ad9] <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex \u8054\u7edc\u4e2d\u5fc3<\/a>\u00a0[\u7f51\u7edc\u7814\u8ba8\u4f1a\u5f55\u64ad]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u6d1e\u5bdf\u529f\u80fd\u548c\u5176\u4ed6\u6570\u636e\u9a71\u52a8\u7684\u4eba\u5de5\u667a\u80fd\u529f\u80fd\u8868\u660e\u4e86\u76ee\u524d\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\u7684\u5f3a\u5927\u3002\u8fd9\u4e9b\u89e3\u51b3\u65b9\u6848\u901a\u8fc7\u63d0\u4f9b\u5fc5\u8981\u7684\u5de5\u5177\u5305\uff0c\u5c06\u4e00\u7ebf\u5750\u5e2d\u8f6c\u53d8\u6210\u201c\u8d85\u7ea7\u5750\u5e2d\u201d \uff0c\u63d0\u4f9b\u4eba\u6027\u5316\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n","protected":false},"author":5426,"featured_media":15718,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1578],"tags":[4278,15099,12144],"class_list":["post-18599","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-1578","tag-contact-center-as-a-service","tag-customer-journey","tag-12144"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u4e3a\u8054\u7edc\u4e2d\u5fc3\u6ce8\u5165\u6570\u636e\u529b\u91cf\uff0c\u6253\u9020\u8d85\u7ea7\u5750\u5e2d | Welcome to the Video Conferencing Hub<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/zh-hans\/\u5ba2\u6237\u4f53\u9a8c\/\u4e3a\u8054\u7edc\u4e2d\u5fc3\u6ce8\u5165\u6570\u636e\u529b\u91cf\uff0c\u6253\u9020\u8d85\u7ea7\u5750\u5e2d\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u4e3a\u8054\u7edc\u4e2d\u5fc3\u6ce8\u5165\u6570\u636e\u529b\u91cf\uff0c\u6253\u9020\u8d85\u7ea7\u5750\u5e2d | Welcome to the Video Conferencing Hub\" \/>\n<meta property=\"og:description\" content=\"\u6d1e\u5bdf\u529f\u80fd\u548c\u5176\u4ed6\u6570\u636e\u9a71\u52a8\u7684\u4eba\u5de5\u667a\u80fd\u529f\u80fd\u8868\u660e\u4e86\u76ee\u524d\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\u7684\u5f3a\u5927\u3002\u8fd9\u4e9b\u89e3\u51b3\u65b9\u6848\u901a\u8fc7\u63d0\u4f9b\u5fc5\u8981\u7684\u5de5\u5177\u5305\uff0c\u5c06\u4e00\u7ebf\u5750\u5e2d\u8f6c\u53d8\u6210\u201c\u8d85\u7ea7\u5750\u5e2d\u201d \uff0c\u63d0\u4f9b\u4eba\u6027\u5316\u5ba2\u6237\u4f53\u9a8c\u3002\" 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