{"id":386784,"date":"2020-09-17T12:10:02","date_gmt":"2020-09-17T19:10:02","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/%e6%af%8f%e6%9c%88%e6%9b%b4%e6%96%b0%ef%bc%9a-%e4%bd%bf%e7%94%a8-cisco-contact-center-%e8%a7%a3%e6%b1%ba%e6%96%b9%e6%a1%88%e6%8f%90%e5%8d%87%e6%82%a8%e7%9a%84-net-scores-%e5%88%86%e6%95%b8%e5%92%8c\/"},"modified":"2020-09-17T12:10:02","modified_gmt":"2020-09-17T19:10:02","slug":"%e6%af%8f%e6%9c%88%e6%9b%b4%e6%96%b0%ef%bc%9a-%e4%bd%bf%e7%94%a8-cisco-contact-center-%e8%a7%a3%e6%b1%ba%e6%96%b9%e6%a1%88%e6%8f%90%e5%8d%87%e6%82%a8%e7%9a%84-net-scores-%e5%88%86%e6%95%b8%e5%92%8c","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e6%af%8f%e6%9c%88%e6%9b%b4%e6%96%b0%ef%bc%9a-%e4%bd%bf%e7%94%a8-cisco-contact-center-%e8%a7%a3%e6%b1%ba%e6%96%b9%e6%a1%88%e6%8f%90%e5%8d%87%e6%82%a8%e7%9a%84-net-scores-%e5%88%86%e6%95%b8%e5%92%8c\/","title":{"rendered":"\u6bcf\u6708\u66f4\u65b0\uff1a \u4f7f\u7528 Cisco Contact Center \u89e3\u6c7a\u65b9\u6848\u63d0\u5347\u60a8\u7684 Net Scores \u5206\u6578\u548c\u5de5\u4f5c\u5834\u6240\u5354\u4f5c"},"content":{"rendered":"<p><span><br \/>\n  <strong><\/strong> <\/span> <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\"><\/a>  \u4fdd\u6301\u5ba2\u6236\u9ad4\u9a57\u4e8e\u5fc3\u982d\u4e0a\u500b\u6708\u6211\u8207 Webex Contact Center \u5171\u7528\u4e86\u4e00\u4e9b\u6fc0\u52d5\u4eba\u5fc3\u7684\u65b0\u529f\u80fd\uff0cWebex Contact Center \u662f\u4e00\u500b\u5c62\u7372\u6b8a\u69ae\u7684\u806f\u7d61\u4e2d\u5fc3\uff08CCaaS\uff09\uff0c\u5b83\u9069\u7528\u4e8e\u5c0f\u578b\u548c\u5927\u578b\u806f\u7d61\u4e2d\u5fc3\u3002<\/p>\n<p><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">\u672c\u6708\uff0c\u6211\u5011\u5f15\u5165\u4e86\u5c0d Webex Experience Management<\/a>\uff08\u6211\u5011\u7684\u96f2\u7aef\u578b AI\/ML \u652f\u63f4\u9ad4\u9a57\u7ba1\u7406\u89e3\u6c7a\u65b9\u6848\uff09\u7684\u589e\u5f37\uff0c\u5b83\u53ef\u8aac\u660e\u4f01\u696d\u77ad\u89e3\u7d44\u7e54\u4e2d\u6240\u6709\u63a5\u89f8\u9ede\u7684\u5ba2\u6236\u6b77\u7a0b\uff0c\u5f9e\u800c\u4f7f\u4ed6\u5011\u53ef\u4ee5\u9032\u884c\u6539\u9032\uff0c\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u4e26\u964d\u4f4e\u5ba2\u6236\u53c3\u8207\u5ea6\u3002<\/p>\n<p>\u96a8\u8457\u9019\u4e9b\u5929\u5728\u7dda\u4e0a\u9032\u884c\u6d88\u8cbb\u8005\u8207\u696d\u52d9\u9593\u7684\u5927\u591a\u6578\u4e92\u52d5\uff0c\u5ba2\u6236\u9ad4\u9a57\u767c\u751f\u4e86\u65b0\u7684\u610f\u7fa9\u3002 \u7f8e\u570b\u7ba1\u7406\u8aee\u8a62\u516c\u53f8 McKinsey \u7e3d\u7d50\u9053\uff0c\u300c\u4e00\u5bb6\u516c\u53f8\u7684\u7af6\u722d\u512a\u52e2\u5728\u65bc\u900f\u904e\u5ba2\u6236\u7684\u773c\u795e\u770b\u5230\u4e16\u754c\u3002\u300d \u8046\u807d\u5ba2\u6236\u7684\u5fc3\u8072\u5f88\u91cd\u8981\uff0c\u4f46\u5c31\u5ba2\u6236\u6240\u544a\u77e5\u6211\u5011\u7684\u52d5\u4f5c\u63a1\u53d6\u52d5\u4f5c\u66f4\u70ba\u91cd\u8981\u3002 \u672c\u6708\u7684\u589e\u5f37\u8457\u91cd\u4e8e\u8aac\u660e\u5ba2\u6236\u5b8c\u6210\u9019\u4e9b\u76ee\u7684\u3002<\/p>\n<p><span><br \/>\n  <strong><\/strong> <\/span>   <span><strong>  \u9019\u662f<\/strong> <\/span>  \u8207 Webex Teams \u6574\u5408\u7684\u65b0\u529f\u80fdWebex \u9ad4\u9a57\u7ba1\u7406\u3002\u7576\u60a8\u7684\u5ba2\u6236\u70ba\u60a8\u63d0\u4f9b\u554f\u5377\u8abf\u67e5\u610f\u898b\u56de\u994b\u6642\uff0c\u6211\u5011\u4f7f\u60a8\u53ef\u4ee5\u66f4\u8f15\u9b06\u5730\u63a5\u6536\u5373\u6642\u901a\u77e5\uff0c\u9019\u6a23\u60a8\u53ef\u4ee5\u5feb\u901f\u8ddf\u9032\u4e26\u8207\u5ba2\u6236\u300c\u95dc\u9589\u8ff4\u5708\u300d\u3002 \u5982\u4f55\uff1f \u5c07 Webex Experience Management \u8207 Webex Teams \u6574\u5408\u3002 \u60a8\u53ef\u4ee5\u5c07\u8b66\u793a\u901a\u77e5\u8a2d\u5b9a\u70ba\u96fb\u5b50\u90f5\u4ef6\u3001SMS \u53ca\u66f4\u591a\u5167\u5bb9\uff0c\u800c\u4e14\u6709\u4e86\u65b0\u7684 Webex Teams \u6574\u5408\uff0c\u6bcf\u7576\u51fa\u73fe\u7d30\u7bc0\uff08\u4f8b\u5982\u5ba2\u6236\u6aa2\u67e5\u932f\u8aa4\uff09\u6642\uff0c\u60a8\u5c31\u6703\u81ea\u52d5\u6536\u5230 Teams \u8a0a\u606f\u3002<\/p>\n<p>\u60a8\u9084\u53ef\u4ee5\u4f7f\u7528\u6574\u5408Webex Teams\u901a\u77e5\u56e0\u7279\u5b9a\u539f\u56e0\uff08\u4f8b\u5982\u6b63\u9762\u8907\u67e5\uff09\u6216\u5ba2\u6236\u5c0d\u9032\u4e00\u6b65\u77ad\u89e3\u7522\u54c1\u611f\u8208\u8da3\u7684\u91cd\u8981\u610f\u898b\u7b49\u8b66\u793a\u7684\u5718\u968a\u3002 \u9019\u53ef\u6539\u5584\u8de8\u516c\u53f8\u5354\u4f5c\u4e26\u5141\u8a31\u500b\u4eba\u53ca\u5718\u968a\u5feb\u901f\u89e3\u6c7a\u554f\u984c\uff0c\u4e26\u6709\u6a5f\u6703\u63d0\u9ad8\u6536\u5165\u4e26\u6539\u9032 KPI\uff0c\u4f8b\u5982 CSAT \u548c NPS\u3002<\/p>\n<p><iframe loading=\"lazy\" title=\"Improving customer experience with Webex Experience Management and Webex Teams\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Mg3wuRK3OXo?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><span><br \/>\n  <strong>\u5b8c\u6574\u591a\u983b\u9053 Webex \u9ad4\u9a57\u7ba1\u7406<\/strong> <\/span>  \u6211\u5011\u5f15\u5165\u4e86\u66f4\u591a\u901a\u9053\u9078\u9805\u4f86\u70ba\u5ba2\u6236\u63d0\u4f9b\u554f\u5377\u8abf\u67e5\uff0c\u5f9e\u800c\u589e\u5f37\u77ad\u89e3\u5ba2\u6236\u8207\u516c\u53f8\u4e92\u52d5\u5f8c\u7684\u9ad4\u9a57\u7684\u80fd\u529b\u3002<\/p>\n<p>\u73fe\u5728\uff0c\u60a8\u53ef\u4ee5\u900f\u904e IVR \u5373\u6642\u8abf\u67e5\u60a8\u7684\u5ba2\u6236\uff0c\u5728\u8a9e\u97f3\u901a\u8a71\u5f8c\u900f\u904e SMS \u548c\u96fb\u5b50\u90f5\u4ef6\u63a1\u7528\u9ede\u6c34\u5206\u6d3e\u65b9\u5f0f\u3002 \u60a8\u53ef\u4ee5\u6839\u64da\u76ee\u6a19\u53d7\u773e\u3001\u696d\u52d9\u53ca\u4ea4\u6613\u7d30\u7bc0\u4f86\u8a2d\u5b9a\u901a\u8a71\u5f8c\u8abf\u67e5\u3002 \u5728\u6211\u5011\u7684\u6700\u65b0\u767c\u884c\u7248\u672c\u4e2d\uff0c\u6211\u5011\u65b0\u589e\u4e86\u66f4\u591a\u5165\u57e0\u548c\u51fa\u7ad9\u901a\u9053\u3002 \u73fe\u5728\uff0c\u9664\u4e86\u8a9e\u97f3\u4e4b\u5916\uff0c\u60a8\u9084\u53ef\u4ee5\u5728\u804a\u5929\u6216\u96fb\u5b50\u90f5\u4ef6\u4e92\u52d5\u5f8c\u4f7f\u7528\u5206\u6d3e\u96fb\u5b50\u90f5\u4ef6\u4f86\u8abf\u67e5\u5ba2\u6236\u7db2\u8def\u804a\u5929\u548c\u96fb\u5b50\u90f5\u4ef6\u7c3d\u540d\u3002 \u65b0\u589e\u66f4\u591a\u901a\u9053\u9078\u9805\u53ef\u6700\u5927\u5316\u554f\u5377\u8abf\u67e5\u56de\u61c9\u7387\u53ca\u60c5\u5883\u5f0f\u610f\u898b\u56de\u994b\uff0c\u4e26\u6539\u9032\u60a8\u9032\u4e00\u77ad\u89e3\u5ba2\u6236\u9700\u6c42\uff08\u5982\u5c08\u6848\u8207\u8996\u7a97\uff09\u7684\u80fd\u529b\u3002<\/p>\n<p>\u7576 Webex Experience Management \u6574\u5408\u5728\u806f\u7d61\u4e2d\u5fc3\u4ee3\u7406\u684c\u9762\u4e0a\u6642\uff0c\u6211\u5011\u9084\u5f15\u5165\u4e86\u66f4\u591a\u901a\u9053\u3002 \u9664\u4e86\u8207\u5ba2\u6236\u9032\u884c\u8a9e\u97f3\u4e92\u52d5\u4e4b\u5916\uff0c\u4ee3\u7406\u73fe\u5728\u9084\u80fd\u5920\u77ad\u89e3\u804a\u5929\u548c\u96fb\u5b50\u90f5\u4ef6\u4e92\u52d5\u7684\u5ba2\u6236\u60c5\u7dd2\u548c\u904e\u53bb\u6b77\u7a0b\u9ad4\u9a57\u3002 \u9019\u4f7f\u806f\u7d61\u4e2d\u5fc3\u80fd\u5920\u771f\u6b63\u77ad\u89e3\u5ba2\u6236\u7684\u611f\u53d7\uff0c\u4e26\u80fd\u5920\u500b\u4eba\u5316\u5176\u8207\u5ba2\u6236\u7684\u4e92\u52d5\u3002<\/p>\n<p>\u9019\u4e9b\u65b0\u7684 Webex \u9ad4\u9a57\u7ba1\u7406\u529f\u80fd\u76ee\u524d\u53ef\u4f9b\u4f7f\u7528 Contact Center Enterprise Cisco Webex Unified Contact Center Enterprise \u7684\u5ba2\u6236\u4f7f\u7528\u3002<\/p>\n<p><div id=\"attachment_338562\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-338562\" class=\"wp-image-338562 size-large\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-1024x576.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-300x169.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-768x432.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Customer_Experience_Journey-1024x576.png 1024w\" alt=\"\u5168\u7ba1\u9053 Webex XM\" width=\"640\" height=\"360\" \/><p id=\"caption-attachment-338562\" class=\"wp-caption-text\">\u5728\u4ee3\u7406\u684c\u9762<\/p><\/div><span>  <strong>   \u8eab\u6b77\u8072\u9304\u88fd\u8207 Webex Contact Center \u7684\u8eab\u6b77\u8072\u9304\u88fd\u4e2d\uff0cWebex Contact Center<\/strong> <\/span>    <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\"> <\/a>\u73fe\u5728\u652f\u63f4\u8eab\u6b77\u8072\u9304\u88fd\u9032\u884c\u4ee3\u7406-\u5ba2\u6236\u4ea4\u8ac7\uff0c\u5f9e\u800c\u660e\u78ba\u5340\u5206\u8ab0\u5728\u767c\u8a00\uff0c\u4e26\u91dd\u5c0d\u5ba2\u6236\u5075\u6e2c\u548c\u4ee3\u7406\u6307\u5c0e\u61c9\u7528\u8907\u96dc\u7684\u8a9e\u97f3\u5206\u6790\uff0c\u4ee5\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u3002 \u00a0\u806f\u7d61\u4e2d\u5fc3\u4f7f\u7528\u7684\u901a\u8a71\u9304\u97f3\u548c\u54e1\u5de5\u512a\u5316\u89e3\u6c7a\u65b9\u6848\u53ef\u4ee5\u5229\u7528\u6b64\u65b0\u529f\u80fd\u3002<\/p>\n<p><span><br \/>\n  <strong>\u52a0\u62ff\u5927\u7684\u65b0\u8cc7\u6599\u4e2d\u5fc3\u63d0\u4f9b\u5b89\u5168\u7684<\/strong> <\/span>  \u570b\u5167\u8cc7\u6599\u5e38\u99d0\u6211\u5011\u64f4\u5145\u4e86 Webex Contact Center<a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/index.html\">  <\/a>\u548c Webex Calling\u7684\u8cc7\u6599\u5e38\u99d0\u9078\u9805\u3002 \u5c0d\u65bc\u52a0\u62ff\u5927\u5ba2\u6236\uff0c\u9019\u610f\u5473\u8457\u53ef\u5728\u5176\u5730\u5340\u5167\u5b89\u5168\u5730\u5132\u5b58\u8207\u7dad\u8b77\u7d44\u914d\u7f6e\u8cc7\u6599\u3001\u901a\u8a71\u8cc7\u6599\u8a18\u9304\u3001\u901a\u8a71\u9304\u88fd\u4ee5\u53ca\u5831\u544a\u8cc7\u6599\uff0c\u9019\u5c0d\u65bc\u56b4\u683c\u7684\u52a0\u62ff\u5927\u8cc7\u6599\u96b1\u79c1\u6b0a\u6cd5\u898f\u5c24\u70ba\u91cd\u8981\u3002<\/p>\n<p><span><br \/>\n  <strong>\u4e0b\u4e00\u6b65<\/strong><br \/>\n<\/span><\/p>\n<p>\u8acb\u7e7c\u7e8c\u95dc\u6ce8\u4e0b\u500b\u6708\u7684\u90e8\u843d\u683c\uff0c\u5176\u4e2d\u6211\u5c07\u5f37\u8abf\u6539\u9032\u806f\u7d61\u4e2d\u5fc3\u5408\u898f\u3001\u5f48\u6027\u548c\u7ba1\u7406\u7684\u65b0\u529f\u80fd\u3002<\/p>\n<blockquote><p>\u82e5\u8981\u77ad\u89e3\u66f4\u591a\u6709\u95dc Webex Experience Management \u7684\u8cc7\u8a0a\uff0c\u8acb\u95b1\u8b80\u6211\u5011\u7684 <a href=\"HTTPs:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\/?ccid=cc001193&#038;oid=ebkco020248\">\u96fb\u5b50\u7c3f<\/a>\u3002 \u82e5\u8981\u77ad\u89e3\u66f4\u591a\u6709\u95dc Cisco \u96f2\u7aef\u806f\u7d61\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848\u7684\u8cc7\u8a0a\uff0c\u8acb\u6d41\u89bd <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u6211\u5011\u7684\u7db2\u7ad9<\/a>\u3002<\/p><\/blockquote>\n<p><strong>\u9032\u4e00 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\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center HTTPs:\/\/blogs.cisco.com\/collaboration\/better-than-being-there-with-webex-and-enabling-teachers-to-inspire-students-with-hybrid-learning<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u672c\u6708\uff0c\u6211\u5011\u5f15\u5165\u4e86\u5c0d Webex Experience Management 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