{"id":386828,"date":"2020-10-19T08:30:20","date_gmt":"2020-10-19T15:30:20","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/contact-center-%e6%98%af%e5%90%a6%e8%ae%8a%e5%be%97%e6%9b%b4%e5%8a%a0%e8%81%b0%e6%98%8e%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%e8%ae%8a%e5%be%97%e6%9b%b4%e5%8a%a0%e8%81%b0%e6%98%8e%ef%bc%9f","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/contact-center-%e6%98%af%e5%90%a6%e8%ae%8a%e5%be%97%e6%9b%b4%e5%8a%a0%e8%81%b0%e6%98%8e%ef%bc%9f\/","title":{"rendered":"Contact Center \u662f\u5426\u8b8a\u5f97\u66f4\u52a0\u8070\u660e\uff1f"},"content":{"rendered":"<h2><span><br \/>\n  <strong>\u5c0d\u667a\u6167\u578b\u806f\u7d61\u4e2d\u5fc3\u9700\u6c42<\/strong><br \/>\n<\/span><\/h2>\n<p>\u6700\u8fd1\u7684\u5168\u7403\u5347\u7d1a\u5347\u7d1a\u4e86\u6578\u4f4d\u4e92\u52d5\u548c <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u806f\u7d61\u4e2d\u5fc3<\/a> \uff0c\u5c24\u5176\u662f\u5168\u7403\u96fb\u5b50\u5546\u52d9\u7684\u524d\u6cbf\u3002 \u8cfc\u7269\u4e2d\u5fc3\u6703\u8f15\u9b06\u5b8c\u6210\uff0c\u5ba2\u670d\u4e2d\u5fc3\u7684\u4e92\u52d5\u6703\u63d0\u5347\u81f3\u65b0\u7684\u5c64\u7d1a\uff0c\u5305\u62ec\u6bd4\u4ee5\u5f80\u66f4\u591a\u7684\u5ba2\u6236\u53c3\u8207\u5ea6\u3002 \u5728\u5bb6\u5de5\u4f5c\u4ee3\u7406\u6578\u91cf\u5df2\u64f4\u5145\u70ba\u5168\u7403\u5927\u7d04 75% \u7684\u8a71\u52d9\u4e2d\u5fc3\u4ee3\u7406\u5728\u9060\u7aef\u5de5\u4f5c\u3002 \u96a8\u8457\u9019\u4e9b\u65b0\u9700\u6c42\u5df2\u7a69\u56fa\u5730\u6539\u8b8a\uff0c\u73fe\u5728\u9700\u8981\u5c07\u667a\u6167\u878d\u5165\u806f\u7d61\u4e2d\u5fc3\u93c8\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u641c\u5c0b\u4e0d\u5e38\u898b\u7684\u77e5\u8b58 <\/strong><br \/>\n<\/span><\/h2>\n<p>\u62c9\u4e01\u7247\u8a9e\u300cscientia 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\/>\n<\/span><\/h2>\n<p>\u53ea\u6709\u5728\u5c07\u898b\u89e3\u8f49\u8b8a\u70ba\u884c\u52d5\u6642\uff0c\u77e5\u8b58\u624d\u5f37\u5927\uff0c\u5b83\u555f\u52d5\u77e5\u8b58\u80cc\u5f8c\u7684\u529b\u91cf\u3002 \u4eca\u5929\uff0c <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/artificial-intelligence.html\">\u667a\u6167<\/a> \u578b\u667a\u6167\u578b \uff08AI\uff09 \u6703\u6355\u7372\u5927\u91cf\u8cc7\u6599\uff0c\u800c\u8cc7\u6599\u6703\u4ee5\u8cc7\u8a0a\u5132\u5b58\uff0c\u4f46\u7d93\u5e38\u7f3a\u5c11\u5f9e\u8cc7\u8a0a\u5230\u77e5\u8b58\u4e4b\u9593\u7684\u6a4b\u63a5\u3002 \u5f9e\u4eba\u985e\u8853\u8a9e\u800c\u8a00\uff0c\u77ad\u89e3\u4e26\u5b78\u7fd2\u7d93\u9a57\u53ca\u5b78\u7fd2\u5176\u4ed6\u4eba\u7684\u932f\u8aa4\uff0c\u70ba\u5c07\u4f86\u7684\u53c3\u8207\u5efa\u7acb\u5fc5\u8981\u7684\u77e5\u8b58\u3002 AI \u900f\u904e\u6a5f\u5668\u5b78\u7fd2 \uff08ML\uff09 \u52a0\u5feb\u4e86\u6b64\u904e\u7a0b\u3002<\/p>\n<p><strong>\u89c0\u770b\u9ad4\u9a57\uff1a<\/strong><\/p>\n<p>[ovp]6201188093001[\/ovp]<\/p>\n<h2><span><br \/>\n  <strong>\u59cb\u7d42\u79fb\u52d5\uff0c\u4f46\u57f7\u884c\u932f\u5c08\u6848 &#8211; \u6b63\u78ba\u57f7\u884c\u932f\u8aa4\u7684\u5de5\u4f5c<\/strong><br \/>\n<\/span><\/h2>\n<p>\u8b6c\u5982\uff0c\u4e00\u5bb6\u4e3b\u8981\u96f6\u552e\u5546\u92b7\u552e\u96f6\u552e\u7522\u54c1\uff0c\u6703\u64a5\u6253\u7279\u6b8a\u5929\u6578\u4f9b\u54e1\u5de5\u7a81\u51fa\u63a8\u5ee3\u7279\u5b9a\u6a19\u7c64\u3002 \u6b64\u76f8\u540c\u7684\u96f6\u552e\u5546\u8cbb\u7387\u4f7f\u6bcf\u500b\u5e97\u548c\u54e1\u5de5\u4f7f\u7528\u9ad8\u5ea6\u63a8\u85a6\u6de8\u653e\u5927\u5206\u6578\uff08NPS\uff09\u3002 \u7d93\u7406\u5c0d NPS \u5f88\u77ad\u89e3\uff0c\u54e1\u5de5\u4e5f\u6e05\u695a\u5730\u77e5\u9053 9 \u6216 10 NPS \u8a55\u7b49\u610f\u5473\u8457\u4ec0\u9ebc\u3002 \u8fd1\u671f\u5ba3\u50b3\u77e5\u540d\u6a19\u7c64\u7a81\u986f\u51fa\u4e00\u7a2e\u4e0d\u6210\u529f\u7684\u72c0\u6cc1\u3002 \u8a72\u92b7\u552e\u95dc\u806f\u4f01\u696d\u88ab\u8981\u6c42\u4ee5\u6bd4\u5927\u578b\u76d2\u88dd\u96f6\u552e\u5546\u6700\u9ad8 60% \u7684\u5b9a\u50f9\u92b7\u552e\u7522\u54c1\uff0c\u6bd4\u672c\u5730\u5305\u88dd\u5e97\u9ad8 30%\u3002 \u4e00\u9805\u5831\u544a\u986f\u793a 80% \u7684\u88ab\u8abf\u67e5\u8005\u8868\u793a\u4ed6\u5011\u5c07\u5c0d\u7522\u54c1\u9032\u884c\u7dda\u4e0a\u6bd4\u8f03\uff08\u4e00\u4e9b\u5728\u8cfc\u8cb7\u4e4b\u524d\uff0c\u53e6\u4e00\u4e9b\u5728\u8cfc\u8cb7\u4e4b\u5f8c\uff09\u3002 \u5982\u679c\u92b7\u552e\u95dc\u4fc2\u4f01\u696d\u9032\u884c\u92b7\u552e\uff0c\u800c\u5ba2\u6236\u7a0d\u5f8c\u6bd4\u8f03\u50f9\u683c\uff0c\u90a3\u9ebc\u5c07\u5982\u4f55\u53cd\u6620 NPS \u548c\u5ba2\u6236\u6eff\u610f\u5ea6\uff1f<\/p>\n<h2><span><br \/>\n  <strong>\u56e0\u6b64\uff0cContact Center \u8b8a\u5f97\u66f4\u52a0\u8070\u660e \u2013 \u662f\uff0c\u5177\u6709\u8cc7\u683c\u8a8d\u5b9a<\/strong><br \/>\n<\/span><\/h2>\n<p>\u806f\u7d61\u4e2d\u5fc3\u53ef\u4ee5\u662f\u4efb\u4f55\u5ba2\u6236\u5168\u7a0b\u9ad4\u9a57\u6700\u8c50\u5bcc\u7684\u8cc7\u8a0a\u4f86\u6e90\u3002 \u6211\u56de\u61b6\u9053\uff0c\u6709\u4e00\u6b21\u544a\u8a34 CEO \u5982\u679c\u4ed6\u5011\u60f3\u8981\u77ad\u89e3\u5176\u696d\u52d9\u4e0a\u6709\u4ec0\u9ebc\u8b8a\u5316\uff0c\u90a3\u9ebc\u5728\u806f\u7d61\u4e2d\u5fc3\u4f7f\u7528\u8033\u6a5f\u4e26\u82b1\u8cbb\u4e00\u5c0f\u6642\u6642\u9593\u662f\u77ad\u89e3\u554f\u984c\u6700\u5feb\u901f\u7684\u8def\u5f91\u3002 \u662f\u7684\uff0c\u806f\u7d61\u4e2d\u5fc3\u8b8a\u5f97\u66f4\u52a0\u8070\u660e &#8211; \u65e2\u57fa\u65bc\u5fc5\u8981\u53c8\u8a2d\u8a08\u3002 \u6709\u5fc5\u8981\u73fe\u5728\u7d50\u675f\u8907\u96dc\u7684\u5ba2\u6236\u9ad4\u9a57\uff0c\u7d66\u5ba2\u670d\u4e2d\u5fc3\u5e36\u4f86\u8981\u6c42\u4ee5\u6bd4\u4ee5\u5f80\u66f4\u9ad8\u6a19\u6e96\u57f7\u884c\u7684\u8981\u6c42\u3002 \u900f\u904e\u8a2d\u8a08\u5be6\u73fe AI<strong>   <u><\/u> <\/strong> \u7684\u5be6\u7528\u61c9\u7528\u7a0b\u5f0f\uff0c\u91cb\u653e\u5ba2\u670d\u4eba\u54e1\u8655\u7406\u6700\u91cd\u8981\u7684\u5ba2\u6236\u4f8b\u5916\uff0c\u6700\u5f8c\u70ba\u5ba2\u6236\u63d0\u4f9b\u4f4e\u52aa\u529b\u7684\u81ea\u52a9\u670d\u52d9\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u4f01\u696d\u4e2d\u7684\u65b0\u8077\u4f4d\u9700\u8981\u65b0\u7684\u4e0d\u5e38\u898b\u7684\u77e5\u8b58\u4f86\u6e90 <\/strong><br \/>\n<\/span><\/h2>\n<p>\u806f\u7d61\u4e2d\u5fc3\u63d0\u5347\u7684\u4f01\u696d\u8a2d\u5b9a\u6a94\u53ca\u5176\u5728\u8907\u96dc\u6b77\u7a0b\u7d50\u675f\u6642\u7684\u4f4d\u7f6e\uff0c\u5c0e\u81f4\u5ba2\u6236\u767c\u73fe\u6240\u6709\u4f01\u696d\u63a5\u89f8\u9ede\u73fe\u5728\u5c0d\u65bc\u6210\u529f\u9ad4\u9a57\u4f86\u8aaa\u975e\u5e38\u95dc\u9375\u3002 \u5728 Cisco\uff0c\u6211\u5011\u9810\u671f\u6703\u5be6\u73fe\u6b64\u6a21\u5f0f\u8f49\u8b8a\u4e26\u5f15\u5165 <a href=\"HTTPs:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\/?ccid=cc001193&#038;oid=ebkco020248\">Webex \u9ad4\u9a57\u7ba1\u7406<\/a>\u3002 \u6b64\u89e3\u6c7a\u65b9\u6848\u900f\u904e\u6574\u5408\u5230\u4efb\u4f55\u5ba2\u6236\u5168\u7a0b\u9ad4\u9a57\u4e2d\u53ef\u80fd\u5448\u73fe\u7684\u9ede\u5f0f\u63a5\u89f8\u9ede\uff0c\u5373\u6642\u6355\u7372\u5ba2\u6236\u60c5\u7dd2\u3002 \u9019\u4e9b\u300c\u807d\u53d6\u8cbc\u6587\u300d\u5141\u8a31\u7d44\u7e54\u5c07\u9019\u7a2e\u60c5\u7dd2\u76f4\u63a5\u50b3\u9001\u7d66\u806f\u7d61\u4e2d\u5fc3\u4ee3\u7406\u3002 \u667a\u6167\u578b\u5ba2\u670d\u4e2d\u5fc3\u7684\u4e0b\u4e00\u500b\u6b65\u9a5f\u662f\u5177\u6709\u667a\u6167\u7684\u5ba2\u670d\u4eba\u54e1\uff0c\u800c Cisco \u6b63\u5728\u9818\u5148\u3002<\/p>\n<blockquote><p>\u5982\u9700 Webex <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">\u9ad4\u9a57\u7ba1\u7406\u7684\u66f4\u591a\u8cc7\u8a0a\u6216<\/a> \u8a2a\u554f <a href=\"HTTPs:\/\/www.cisco.com\/go\/cc\">Cisco Contact Center \u89e3\u6c7a\u65b9\u6848<\/a><\/p><\/blockquote>\n<p><em>\u4f4d\u65bc <a href=\"HTTPs:\/\/blogs.cisco.com\/tag\/Safe-Return-to-Office-series\">\u8fa6\u516c\u5ba4\u7684 Safe\u3001 Productive Anywhere<\/a> \u7cfb\u5217\u5f37\u8abf\u65b0\u7684 AI \u9a45\u52d5\u9ad4\u9a57\uff0c\u589e\u5f37\u9060\u7aef\u9ad4\u9a57\u4e26\u63d0\u4f9b\u5b89\u5168\u8fd4\u56de\u8fa6\u516c\u5ba4<\/em><strong>  \u66f4\u591a 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>\u667a\u6167\u578b\u5ba2\u670d\u4e2d\u5fc3\u4e2d\u7684\u4e0b\u4e00\u6b65\u5c31\u662f\u5177\u6709\u667a\u6167\u7684\u5ba2\u670d\u4eba\u54e1\uff0c\u800c Cisco \u6b63\u5728\u5f15\u9818\u63a8\u51fa Webex \u9ad4\u9a57\u7ba1\u7406\u7684\u65b9\u6cd5\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":[8011,1579],"tags":[3689,10983],"class_list":["post-386828","post","type-post","status-publish","format-standard","hentry","category-8011","category-1579","tag-call-center","tag-10983"],"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\u8b8a\u5f97\u66f4\u52a0\u8070\u660e\uff1f | 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\" href=\"https:\/\/blog.webex.com\/customer-experience\/is-the-contact-center-getting-smarter\/\" \/>\n<meta property=\"og:locale\" content=\"zh_TW\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center \u662f\u5426\u8b8a\u5f97\u66f4\u52a0\u8070\u660e\uff1f | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"\u667a\u6167\u578b\u5ba2\u670d\u4e2d\u5fc3\u4e2d\u7684\u4e0b\u4e00\u6b65\u5c31\u662f\u5177\u6709\u667a\u6167\u7684\u5ba2\u670d\u4eba\u54e1\uff0c\u800c Cisco \u6b63\u5728\u5f15\u9818\u63a8\u51fa Webex \u9ad4\u9a57\u7ba1\u7406\u7684\u65b9\u6cd5\u3002\" \/>\n<meta property=\"og:url\" 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