{"id":386827,"date":"2020-10-19T08:30:20","date_gmt":"2020-10-19T15:30:20","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hans\/contact-center-%e6%98%af%e5%90%a6%e5%8f%98%e5%be%97%e6%9b%b4%e6%99%ba%e8%83%bd%e5%8c%96%ef%bc%9f\/"},"modified":"2020-10-19T08:30:20","modified_gmt":"2020-10-19T15:30:20","slug":"contact-center-%e6%98%af%e5%90%a6%e5%8f%98%e5%be%97%e6%9b%b4%e6%99%ba%e8%83%bd%e5%8c%96%ef%bc%9f","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/contact-center-%e6%98%af%e5%90%a6%e5%8f%98%e5%be%97%e6%9b%b4%e6%99%ba%e8%83%bd%e5%8c%96%ef%bc%9f\/","title":{"rendered":"Contact Center \u662f\u5426\u53d8\u5f97\u66f4\u667a\u80fd\u5316\uff1f"},"content":{"rendered":"<h2><span><br \/>\n  <strong>\u5bf9\u667a\u80fd\u8054\u7edc\u4e2d\u5fc3\u9700\u6c42<\/strong><br \/>\n<\/span><\/h2>\n<p>\u6700\u8fd1\u7684\u5168\u7403\u8303\u56f4\u5347\u7ea7\u6570\u5b57\u4ea4\u4e92 <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u548c\u8054\u7edc\u4e2d\u5fc3<\/a> \uff0c\u5c24\u5176\u662f\u5168\u7403\u5546\u4e1a\u7684\u524d\u6cbf\u5730\u533a\u3002 \u8d2d\u7269\u5546\u5e97\u901a\u8fc7\u5373\u70b9\u5373\u7528\u548c Contact Center \u4ea4\u4e92\u5c06\u5ba2\u6237\u53c2\u4e0e\u5ea6\u63d0\u5347\u81f3\u65b0\u7684\u9ad8\u5ea6\uff0c\u5176\u4e2d\u5305\u62ec\u6bd4\u4ee5\u5f80\u66f4\u591a\u7684\u5ba2\u6237\u53c2\u4e0e\u5ea6\u3002 \u5168\u7403\u5927\u7ea6 75% \u7684\u547c\u53eb\u4e2d\u5fc3\u4ee3\u7406\u5728\u8fdc\u7a0b\u5de5\u4f5c\u65f6\uff0c\u5728\u5bb6\u4ee3\u7406\u4eba\u6570\u5df2\u6269\u5c55\u4e3a\u8fd9\u4e9b\u4eba\u5458\u3002 \u968f\u7740\u8fd9\u4e9b\u65b0\u7684\u73b0\u5b9e\u5df2\u6839\u5b9e\u5230\u4f4d\uff0c\u5bf9\u667a\u80fd\u878d\u5165\u8054\u7edc\u4e2d\u5fc3\u4ef7\u503c\u94fe\u7684\u8981\u6c42\u73b0\u5df2\u51fa\u73b0\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u5bf9\u4e0d\u5e38\u89c1\u7684\u77e5\u8bc6\u641c\u7d22 <\/strong><br \/>\n<\/span><\/h2>\n<p>\u62c9\u4e01\u8bcd&#8221;scientia \u6211\u4eec\u4ee5&#8221;\u77e5\u8bc6\u7684\u529b\u91cf&#8221;\u4e3a\u540d\u3002 \u8fd9\u79cd\u6982\u5ff5\u662f\uff0c\u901a\u8fc7\u83b7\u53d6\u77e5\u8bc6\uff0c\u4e00\u4e2a\u4eba\u80fd\u591f\u514b\u670d\u514b\u670d\u8eab\u4f53\u4e0a\u7684\u9650\u5236\uff0c\u5e76\u540c\u65f6\u514b\u670d\u9ad8\u7ea7\u7684\u667a\u529b\u6210\u679c\u6765\u53d6\u5f97\u6210\u529f\u3002 \u5728\u7ade\u4e89\u65b9\u9762\uff0c\u89c1\u89e3\u8d8a\u6df1\u5165\uff0c\u6210\u529f\u5373\u80fd\u6210\u529f\u7684\u53ef\u80fd\u6027\u5c31\u8d8a\u597d\u3002 \u516c\u53f8\u4e00\u76f4\u6784\u5efa\u6709\u7ade\u4e89\u529b\u7684\u56e2\u961f\uff0c\u4ee5\u66f4\u597d\u5730\u4e86\u89e3\u5e76\u5e94\u7528\u7b56\u7565\u6765\u514b\u670d\u5e02\u573a\u963b\u529b\u5e76\u6269\u5927\u8d62\u5f97\u7387\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u65e0\u8bba\u60a8\u8eab\u5728\u4f55\u5904\uff0c\u6211\u4eec\u90fd\u5728\u90a3\u91cc <\/strong><br \/>\n<\/span><\/h2>\n<p>\u53ea\u6709\u5728\u5c06\u89c1\u89e3\u53d8\u4e3a\u884c\u52a8\u65f6\uff0c\u77e5\u8bc6\u624d\u5177\u6709\u5f3a\u5927\u7684\u529f\u80fd\uff0c\u5e76\u6fc0\u6d3b\u4e86\u77e5\u8bc6\u80cc\u540e\u7684\u6743\u529b\u3002 \u5982\u4eca\uff0c <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/artificial-intelligence.html\">\u667a\u80fd<\/a> \u667a\u80fd \uff08AI\uff09 \u53ef\u6355\u6349\u5927\u91cf\u6570\u636e\uff0c\u800c\u8fd9\u4e9b\u6570\u636e\u4e5f\u4f5c\u4e3a\u4fe1\u606f\u5b58\u50a8\uff0c\u4f46\u7ecf\u5e38\u7f3a\u5c11\u4ece\u4fe1\u606f\u5230\u77e5\u8bc6\u4e4b\u95f4\u7684\u6865\u6881\u3002 \u4ece\u4eba\u5458\u65b9\u9762\u800c\u8a00\uff0c\u4e86\u89e3\u5e76\u5b66\u4e60\u7ecf\u9a8c\u53ca\u5176\u4ed6\u4eba\u7684\u9519\u8bef\uff0c\u4e3a\u5c06\u6765\u7684\u63a5\u6d3d\u638c\u63e1\u5fc5\u8981\u7684\u77e5\u8bc6\u3002 AI \u901a\u8fc7\u673a\u5668\u5b66\u4e60 \uff08\u63a8\u52a8\uff09\uff0c\u52a0\u5feb\u4e86\u6b64\u8fc7\u7a0b\u3002<\/p>\n<p><strong>\u89c2\u770b\u4f53\u9a8c\uff1a<\/strong><\/p>\n<p>[ovp]6201188093001[\/ovp]<\/p>\n<h2><span><br \/>\n  <strong>\u4e00\u5f80\u4e0d\u5f80\uff0c\u4e00\u5f80\u4e0d\u5f80 &#8211; \u505a\u9519\u4e8b<\/strong><br \/>\n<\/span><\/h2>\n<p>\u4f8b\u5982\uff0c\u4e00\u5bb6\u4e3b\u8981\u96f6\u552e\u5546\u9500\u552e\u9762\u6761\u4ea7\u54c1\uff0c\u4f1a\u8bf7\u5458\u5de5\u7684\u7279\u6b8a\u5929\u6570\u6765\u9ad8\u4eae\u663e\u793a\u5e76\u5ba3\u4f20\u7279\u5b9a\u6807\u7b7e\u3002 \u540c\u6837\u7684\u96f6\u552e\u4f01\u4e1a\u901a\u8fc7\u9ad8\u5ea6\u63a8\u9500\u7684 Net Score \u5206\u6570\uff08NPS\uff09\u5bf9\u5404\u5546\u5e97\u53ca\u5458\u5de5\u8fdb\u884c\u8bc4\u5206\u3002 \u7ecf\u7406\u56e0 NPS \u800c\u83b7\u5f97\u5956\u52b1\uff0c\u5458\u5de5\u6e05\u695a\u4e86\u89e3 9 \u6216 10 NPS \u8bc4\u7ea7\u7684\u542b\u4e49\u3002 \u6700\u8fd1\u4e00\u6b21\u77e5\u540d\u6807\u7b7e\u7684\u63a8\u5e7f\u6d3b\u52a8\u7a81\u663e\u4e86\u4e00\u79cd\u65e0\u80dc\u8d1f\u7684\u60c5\u51b5\u3002 \u8be5\u9500\u552e\u5458\u88ab\u8981\u6c42\u9500\u552e\u4e00\u79cd\u4ea7\u54c1\uff0c\u4ef7\u683c\u8981\u9ad8\u4e8e\u4e00\u5bb6\u5927\u578b\u96f6\u552e\u5546 60%\u3001\u672c\u5730\u96f6\u552e\u5546\u5e97\u591a 30%\u3002 \u4e00\u4efd\u8c03\u67e5\u663e\u793a 80% \u7684\u88ab\u8c03\u67e5\u8005\u8868\u793a\u4f1a\u8fdb\u884c\u4ea7\u54c1\u5728\u7ebf\u6bd4\u8f83\uff0c\u6709\u4e9b\u5728\u8d2d\u4e70\u524d\u6216\u8d2d\u4e70\u540e\u4f1a\u8fdb\u884c\u5176\u4ed6\u6bd4\u8f83\u3002 \u5982\u679c\u9500\u552e\u52a9\u7406\u8fdb\u884c\u9500\u552e\uff0c\u800c\u5ba2\u6237\u7a0d\u540e\u6bd4\u8f83\u4ef7\u683c\uff0c\u5219\u5982\u4f55\u53cd\u6620 NPS \u548c\u5ba2\u6237\u6ee1\u610f\u5ea6\uff1f<\/p>\n<h2><span><br \/>\n  <strong>\u8054\u7edc\u4e2d\u5fc3\u53d8\u5f97\u66f4\u667a\u80fd\u5316\u4e86 &#8211; \u662f\u7684\uff0c\u5177\u6709\u8d44\u683c\u8ba4\u5b9a<\/strong><br \/>\n<\/span><\/h2>\n<p>\u8054\u7edc\u4e2d\u5fc3\u53ef\u4ee5\u662f\u4efb\u4f55\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u6700\u4e30\u5bcc\u7684\u4fe1\u606f\u6e90\u3002 \u6211\u56de\u5fc6\u8bf4\uff0c\u5982\u679c CEO \u60f3\u8981\u4e86\u89e3\u4ed6\u4eec\u7684\u4e1a\u52a1\u8fd0\u884c\u53d8\u5316\uff0c\u5219\u8bbe\u7f6e\u8033\u673a\u5e76\u82b1\u8d39\u4e00\u5c0f\u65f6\u65f6\u95f4\u5728\u8054\u7edc\u4e2d\u5fc3\u662f\u4e86\u89e3\u89c1\u89e3\u7684\u6700\u5feb\u9014\u5f84\u3002 \u662f\u7684\uff0c\u8054\u7cfb\u4e2d\u5fc3\u53d8\u5f97\u66f4\u667a\u80fd\u5316\u4e86 &#8211; \u65e0\u8bba\u662f\u901a\u8fc7\u9700\u8981\u8fd8\u662f\u6309\u8bbe\u8ba1\u3002 \u73b0\u5728\uff0c\u6211\u4eec\u5f88\u6709\u5fc5\u8981\u5728\u590d\u6742\u7684\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u7ed3\u675f\u65f6\u8fdb\u884c\u5de5\u4f5c\uff0c\u8fd9\u7ed9\u8054\u7edc\u4e2d\u5fc3\u5e26\u6765\u4ee5\u6bd4\u73b0\u5728\u66f4\u9ad8\u7684\u6807\u51c6\u6267\u884c\u538b\u529b\u3002 \u901a\u8fc7 AI \u7684\u53ef\u884c\u5e94\u7528<strong>   <u><\/u> <\/strong> \u6765\u8bbe\u8ba1\uff0c\u8ba9\u4ee3\u7406\u80fd\u591f\u5904\u7406\u6700\u5173\u952e\u5ba2\u6237\u7684\u95ee\u9898\uff0c\u6700\u540e\u4e3a\u5ba2\u6237\u63d0\u4f9b\u4f4e\u52aa\u529b\u7684\u81ea\u52a9\u670d\u52a1\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u5728\u4f01\u4e1a\u4e2d\u62c5\u4efb\u65b0\u804c\u4f4d\u9700\u8981\u65b0\u6765\u6e90\u7684\u4e0d\u5e38\u89c1\u7684\u77e5\u8bc6 <\/strong><br \/>\n<\/span><\/h2>\n<p>\u8054\u7edc\u4e2d\u5fc3\u5728\u590d\u6742\u7684\u4f7f\u7528\u8fc7\u7a0b\u7ed3\u675f\u65f6\u63d0\u5347\u7684\u4f01\u4e1a\u6863\u6848\u53ca\u5176\u4f4d\u7f6e\u5df2\u4f7f\u5ba2\u6237\u5728\u6240\u6709\u4f01\u4e1a\u63a5\u89e6\u70b9\u4e2d\u7684\u4f53\u9a8c\u4e00\u76f4\u4fdd\u6301\u4e00\u81f4\uff0c\u73b0\u5728\u5bf9\u4e8e\u6210\u529f\u7684\u5ba2\u6237\u4f53\u9a8c\u81f3\u5173\u91cd\u8981\u3002 \u5728 Cisco\uff0c\u6211\u4eec\u9884\u89c1\u5230\u8fd9\u79cd\u8303\u5f0f\u7684\u8f6c\u53d8\uff0c\u5e76\u5f15\u5165Webex <a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\/?ccid=cc001193&#038;oid=ebkco020248\">\u4f53\u9a8c\u7ba1\u7406<\/a>\u3002 \u8be5\u89e3\u51b3\u65b9\u6848\u901a\u8fc7\u96c6\u6210\u5230\u4efb\u4f55\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u53ef\u80fd\u5b58\u5728\u4e8e\u5206\u5c4f\u89e6\u63a7\u70b9\u4e2d\u6765\u6355\u6349\u5b9e\u65f6\u5ba2\u6237\u53cd\u9988\u3002 \u901a\u8fc7\u8fd9\u4e9b&#8221;\u8046\u542c\u53d1\u5e03\u5185\u5bb9&#8221;\uff0c\u4f01\u4e1a\u80fd\u591f\u76f4\u63a5\u5411\u8054\u7edc\u4e2d\u5fc3\u4ee3\u7406\u4f20\u9012\u8fd9\u79cd\u60c5\u611f\u3002 \u4e86\u89e3\u60c5\u611f\u7684\u4ee3\u7406\u662f\u667a\u80fd\u8054\u7edc\u4e2d\u5fc3\u7684\u4e0b\u4e00\u6b65\u884c\u52a8\uff0c\u800c Cisco \u5c06\u5f15\u9886\u7b2c\u4e00\u6b65\u3002<\/p>\n<blockquote><p>\u4e86\u89e3\u6709\u5173 Cisco Webex <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Management<\/a> \u7684\u66f4\u591a\u4fe1\u606f\u6216\u8bbf\u95ee\u6211\u4eec\u7684 <a href=\"https:\/\/www.cisco.com\/go\/cc\">Cisco Contact Center \u89e3\u51b3\u65b9\u6848<\/a><\/p><\/blockquote>\n<p><em>Office <a href=\"https:\/\/blogs.cisco.com\/tag\/Safe-Return-to-Office-series\">\u3001Productive Anywhere<\/a> \u5b89\u5168\u7cfb\u5217\u91cd\u70b9\u4ecb\u7ecd\u65b0\u7684 AI \u9a71\u52a8\u4f53\u9a8c\uff0c\u8fd9\u4e9b\u4f53\u9a8c\u53ef\u589e\u5f3a\u8fdc\u7a0b\u4f53\u9a8c\u5e76\u5b89\u5168\u8fd4\u56de\u529e\u516c\u5ba4<\/em><strong>  \u4e86\u89e3\u66f4\u591a\u4fe1\u606f https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/strong>  https:\/\/blogs.cisco.com\/collaboration\/future-of-work-webinar-with-guest-forrester-research-demystifying-the-contact-centers-role-in-cx https:\/\/blogs.cisco.com\/collaboration\/monthly-update-boost-your-net-promoter-scores-and-workplace-collaboration-with-cisco-contact-center-solutions<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u4e86\u89e3\u60c5\u611f\u7684\u4ee3\u7406\u662f\u667a\u80fd\u8054\u7edc\u4e2d\u5fc3\u7684\u4e0b\u4e00\u6b65\uff0cCisco \u6b63\u5728\u5f15\u9886\u5f15\u5165\u4f53\u9a8cWebex\u7684\u5148\u673a\u3002<\/p>\n","protected":false},"author":5430,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[7414,1578],"tags":[3689,8745],"class_list":["post-386827","post","type-post","status-publish","format-standard","hentry","category-7414","category-1578","tag-call-center","tag-8745"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Contact Center \u662f\u5426\u53d8\u5f97\u66f4\u667a\u80fd\u5316\uff1f | 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\/customer-experience\/is-the-contact-center-getting-smarter\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center \u662f\u5426\u53d8\u5f97\u66f4\u667a\u80fd\u5316\uff1f | Welcome to the Video Conferencing Hub\" \/>\n<meta property=\"og:description\" content=\"\u4e86\u89e3\u60c5\u611f\u7684\u4ee3\u7406\u662f\u667a\u80fd\u8054\u7edc\u4e2d\u5fc3\u7684\u4e0b\u4e00\u6b65\uff0cCisco \u6b63\u5728\u5f15\u9886\u5f15\u5165\u4f53\u9a8cWebex\u7684\u5148\u673a\u3002\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/is-the-contact-center-getting-smarter\/\" \/>\n<meta property=\"og:site_name\" content=\"Welcome to the Video Conferencing Hub\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-19T15:30:20+00:00\" \/>\n<meta name=\"author\" content=\"Zack Taylor\" \/>\n<meta name=\"twitter:label1\" content=\"\u4f5c\u8005\" \/>\n\t<meta name=\"twitter:data1\" content=\"Zack Taylor\" \/>\n<script 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