{"id":18600,"date":"2021-07-02T13:51:34","date_gmt":"2021-07-02T20:51:34","guid":{"rendered":"https:\/\/cisco2393.wpengine.com\/%e5%b0%87%e8%b3%87%e6%96%99%e7%9a%84%e5%bc%b7%e5%a4%a7%e6%95%88%e7%94%a8%e5%b5%8c%e5%85%a5%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%b4%9a%e7%89%b9%e5%8b%99\/"},"modified":"2021-07-15T11:38:48","modified_gmt":"2021-07-15T18:38:48","slug":"%e5%b0%87%e8%b3%87%e6%96%99%e7%9a%84%e5%bc%b7%e5%a4%a7%e6%95%88%e7%94%a8%e5%b5%8c%e5%85%a5%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%b4%9a%e7%89%b9%e5%8b%99","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e5%b0%87%e8%b3%87%e6%96%99%e7%9a%84%e5%bc%b7%e5%a4%a7%e6%95%88%e7%94%a8%e5%b5%8c%e5%85%a5%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%b4%9a%e7%89%b9%e5%8b%99\/","title":{"rendered":"\u5c07\u8cc7\u6599\u7684\u5f37\u5927\u6548\u7528\u5d4c\u5165\u5ba2\u670d\u4e2d\u5fc3\uff0c\u6253\u9020\u8d85\u7d1a\u7279\u52d9"},"content":{"rendered":"<p>\u8eab\u8655\u524d\u7dda\u7684\u5ba2\u670d\u4e2d\u5fc3\u4eba\u54e1\uff0c\u6b63\u662f\u7576\u4eca\u8cc7\u6599\u6848\u4f8b\u7576\u4e2d\u7684\u300c\u8d85\u7d1a\u82f1\u96c4\u300d\u3002 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\u8a08\u756b\u4e2d\u505a\u70ba\u5ba2\u6236\u8f38\u5165\u7684\u4e3b\u8981\u4f86\u6e90\uff0c\u60c5\u6cc1\u6709\u4e86\u6539\u8b8a\uff0c\u5ba2\u670d\u4e2d\u5fc3\u73fe\u5728\u4ea6\u88ab\u8a8d\u70ba\u662f\u8cc7\u6599\u5206\u6790\u4e2d\u4e0d\u53ef\u6216\u7f3a\u7684\u696d\u52d9\u55ae\u4f4d\u3002 \u800c\u73fe\u5728\u6b63\u662f\u5206\u4eab\u6d1e\u5bdf\u7684\u6642\u5019\uff0c\u5206\u4f48\u65e5\u5ee3\u7684\u6df7\u5408\u5f0f\u5de5\u4f5c\u4eba\u529b\uff0c\u662f\u5728\u5404\u5718\u968a\u4e4b\u9593\u66f4\u8070\u660e\u5730\u5de5\u4f5c\u3001\u8df3\u812b\u601d\u8003\u6846\u67b6\uff0c\u4ee5\u8ddf\u9032\u696d\u52d9\u9700\u6c42\u3001\u5ba2\u6236\u671f\u671b\u3001\u6280\u8853\u9032\u6b65\uff0c\u4ee5\u53ca\u63d0\u4f9b\u589e\u5f37\u4e4b\u5ba2\u6236\u9ad4\u9a57\u7684\u6709\u529b\u696d\u52d9\u57f7\u884c\u6a21\u5f0f\u3002<\/p>\n<h2><strong>\u795e\u6551\u63f4\u7684\u5ba2\u6236\u9ad4\u9a57\u6280\u8853<\/strong>\u00a0<\/h2>\n<p>\u90a3\u9ebc\uff0c\u662f\u4ec0\u9ebc\u5e36\u4f86\u524d\u9032\u7684\u52d5\u529b\uff1f \u4e3b\u8981\u7531\u4eba\u5de5\u667a\u6167 (AI) \u63a8\u52d5\u7684\u5f37\u5927\u65b0\u6280\u8853\uff0c\u6b63\u5728\u6539\u8b8a\u5ba2\u670d\u4e2d\u5fc3\u4e16\u754c\u7684\u6a23\u8c8c\uff0c\u8b93\u4e92\u52d5\u66f4\u52a0\u4eba\u6027\u5316\u4e14\u6709\u610f\u7fa9\uff0c\u5927\u5e45\u589e\u5f37\u5ba2\u6236\u5fc3\u8072\u5de5\u5177\u7684\u529f\u80fd\u3002 AI \u5728\u5ba2\u670d\u4e2d\u5fc3\u65b9\u9762\u78ba\u5be6\u662f\u4e00\u9805\u91cd\u5927\u8b8a\u9769\uff0c\u53ef\u63d0\u4f9b\u65b0\u7684\u65b9\u6cd5\u81ea\u52d5\u57f7\u884c\u5404\u9805\u5de5\u4f5c\u3001\u5275\u9020\u65b0\u6548\u7387\u3001\u7522\u751f\u8c50\u5bcc\u6d1e\u5bdf\uff0c\u4ee5\u53ca\u63d0\u5347\u54e1\u5de5\u7e3e\u6548\uff0c\u4f7f\u5176\u80fd\u6210\u5c31\u66f4\u591a\u3002 \u5c24\u5176\u662f <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a> \u4e4b\u985e\u7684\u5148\u9032\u6280\u8853\uff0c\u53ef\u900f\u904e\u70ba\u5ba2\u670d\u4e2d\u5fc3\u63d0\u4f9b\u5ba2\u6236\u4e92\u52d5\u6b77\u7a0b\u7684\u5168\u65b9\u4f4d\u6aa2\u8996\uff0c\u5f9e\u800c\u63d0\u4f9b\u589e\u5f37\u7684\u5ba2\u6236\u9ad4\u9a57\u3002 \u5148\u9032\u6280\u8853\u53ef\u5e36\u4f86\u773e\u591a\u6a5f\u6703\uff0c\u5305\u62ec\u5168\u65b0\u5883\u754c\u7684\u500b\u4eba\u5316\uff0c\u78ba\u4fdd\u9ad8\u50f9\u503c\u767c\u8d77\u4eba\uff08\u6eff\u610f\u7684\u5ba2\u6236\uff09\u7372\u5f97\u7d30\u7dfb\u800c\u8cbc\u5fc3\u7684\u5f85\u9047\uff0c\u540c\u6642\u5728\u8def\u7531\u904e\u7a0b\u6dfb\u52a0\u7d93\u9a57\u5c64\u9762\u3002 \u6b64\u667a\u6167\u578b\u8def\u7531\u8868\u793a\u7d66\u4e88\u6eff\u610f\u5ea6\u4f4e\u8a55\u5206\u7684\u5ba2\u6236\uff0c\u5c07\u6703\u8def\u7531\u50b3\u9001\u81f3\u7372\u5f97\u6eff\u610f\u5ea6\u9ad8\u8a55\u5206\u7684\u5ba2\u670d\u4eba\u54e1\u8655\u63a5\u53d7\u670d\u52d9\u3002 \u9019\u5169\u7a2e\u65b9\u6cd5\u5c24\u5176\u80fd\u78ba\u4fdd\u6bcf\u500b\u5ba2\u6236\u7684\u9ad4\u9a57\u90fd\u5728\u4e8b\u524d\u7d93\u904e\u7cbe\u5fc3\u8a2d\u8a08\uff08\u751a\u81f3\u662f\u5728\u5ba2\u670d\u4eba\u54e1\u63a5\u807d\u901a\u8a71\u4e4b\u524d\uff09\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=\"\u5ba2\u670d\u4e2d\u5fc3\u8207\u5275\u65b0\u4e26\u5305\u542b\u6587\u5b57\u3001\u5ba4\u5167\u3001\u4eba\u54e1\u3001\u96fb\u8166\" 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>\u5275\u9020\u6df1\u5c64\u5ba2\u6236\u9023\u7d50\u4e26\u5efa\u7acb\u5fe0\u8aa0\u5ea6<\/strong><\/h2>\n<p>\u4f46\u5ba2\u6236\u670d\u52d9\u4e0d\u662f\u552f\u4e00\u91cd\u9ede\u3002 \u589e\u5f37\u5ba2\u6236\u5728\u5ba2\u670d\u4e2d\u5fc3\u7684\u9ad4\u9a57\uff0c\u5373\u8868\u793a\u8981\u540c\u6642\u6ce8\u91cd\u5ba2\u6236\u670d\u52d9\u4ee5\u5916\u7684\u5c64\u9762\u3002 \u5728\u5ba2\u670d\u4e2d\u5fc3\u7d93\u5e38\u767c\u751f\u4e4b\u52d5\u4eba\u5fc3\u5f26\u7684\u4e92\u52d5\uff0c\u53ef\u70ba\u54c1\u724c\u63d0\u4f9b\u5275\u9020\u6df1\u5c64\u5ba2\u6236\u9023\u7d50\u4e26\u5efa\u7acb\u5fe0\u8aa0\u5ea6\u7684\u6a5f\u6703\u3002 \u85c9\u7531\u7d50\u5408\u50b3\u7d71\u5ba2\u670d\u4e2d\u5fc3\u4ea4\u6613\u6307\u6a19\uff08\u4f8b\u5982\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT) \u548c\u9996\u6b21\u901a\u8a71\u89e3\u6c7a (FCR)\uff09\u8207\u5ba2\u6236\u5fc3\u8072\u6307\u6a19\uff08\u4f8b\u5982\u6de8\u767c\u8d77\u4eba\u8a55\u5206 (NPS) \u548c\u5ba2\u6236\u6295\u5165\u8a55\u5206 (CES)\uff09\uff0c\u5f9e\u800c\u66f4\u65b9\u4fbf\u5730\u6aa2\u8996\u8cc7\u6599\uff0c\u8ff0\u8aaa\u632f\u596e\u4eba\u5fc3\u7684\u6545\u4e8b\uff0c\u85c9\u6b64\u63d0\u4f9b\u66f4\u6df1\u5165\u7684\u670d\u52d9\u3002 \u6839\u64da <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/cc-global-survey-ebook.pdf\"><em>2020 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\u529f\u80fd\uff0c\u986f\u793a\u73fe\u4eca\u7684\u5ba2\u670d\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848\u7a76\u7adf\u662f\u5982\u4f55\u5f37\u5927\uff0c\u53ef\u4ee5\u5c07\u73fe\u5728\u7684\u524d\u7dda\u4eba\u54e1\u8f49\u8b8a\u70ba\u300c\u8d85\u7d1a\u7279\u52d9\u300d\uff0c\u4f7f\u7528\u5fc5\u8981\u7684\u5de5\u5177\u7d44\u5c07\u5ba2\u6236\u9ad4\u9a57\u4eba\u6027\u5316\uff0c\u8b93\u5ba2\u670d\u4eba\u54e1\u80fd\u5b58\u53d6\u8cc7\u8a0a\u8207\u7b54\u6848\uff0c\u85c9\u6b64\u63d0\u4f9b\u5373\u6642\u3001\u7cbe\u78ba\u4e14\u66f4\u52a0\u500b\u4eba\u5316\u7684\u95dc\u61f7\u8207\u670d\u52d9\u3002<\/p>\n<blockquote><p>\u5982\u9700\u6709\u95dc Webex \u5982\u4f55\u5354\u52a9\u5851\u9020\u5ba2\u670d\u4e2d\u5fc3\u8d85\u7d1a\u7279\u52d9\u7684\u8fd1\u4e00\u6b65\u8cc7\u8a0a\uff0c\u8acb<a href=\"https:\/\/www.webex.com\/contact-center.html\">\u6309\u4e00\u4e0b\u6b64\u8655<\/a>\u3002<\/p><\/blockquote>\n<p>\u6df1\u5165\u77ad\u89e3<a href=\"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e4%bb%a5-webex-%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97%e8%a7%a3%e6%b1%ba%e6%96%b9%e6%a1%88%e8%b6%85%e8%b6%8a%e6%9c%9f%e5%be%85\/\">\u900f\u904e Webex \u5ba2\u6236\u9ad4\u9a57\u89e3\u6c7a\u65b9\u6848\u8d85\u8d8a\u671f\u671b<\/a> [\u90e8\u843d\u683c] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">\u601d\u79d1 + IMImobile\uff1a\u5171\u540c\u7de0\u9020\u5ba2\u6236\u9ad4\u9a57\u7684\u672a\u4f86<\/a>\u00a0[\u90e8\u843d\u683c] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">\u5ba2\u6236\u9ad4\u9a57\u7684\u672a\u4f86\uff0c\u5c31\u6b64\u5c55\u958b<\/a>\u00a0[\u90e8\u843d\u683c] <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>\u00a0[\u7db2\u7ad9] <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex Contact Center<\/a>\u00a0[\u7db2\u8def\u7814\u8a0e\u6703\u9304\u5f71]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u6d1e\u5bdf\u8207\u5176\u4ed6\u8cc7\u6599\u5c0e\u5411\u7684 AI 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