{"id":209391,"date":"2019-12-24T18:54:47","date_gmt":"2019-12-25T02:54:47","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=209391"},"modified":"2019-12-25T17:42:40","modified_gmt":"2019-12-26T01:42:40","slug":"6-steps-effective-employee-performance-management-strategy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/6-steps-effective-employee-performance-management-strategy","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306e\u8981\u3067\u3042\u308b\u300c\u5f93\u696d\u54e1\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u300d\u306b\u5411\u3051\u305f6\u3064\u306e\u30b9\u30c6\u30c3\u30d7 | Genesys"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<strong>\u305d\u306e\u60c5\u5831\u3001\u305d\u306e\u6570\u5b57\u3001\u52b9\u7387\u3088\u304f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u5f79\u7acb\u3066\u308b\u3053\u3068\u304c\u3067\u304d\u3066\u3044\u307e\u3059\u304b\uff1f<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>\u8d64\u4fe1\u53f7\u306b\u3064\u304b\u307e\u3063\u3066\u3001\u9752\u306b\u306a\u308b\u306e\u306b\u3001\u3053\u3093\u306a\u306b\u6642\u9593\u304c\u304b\u304b\u308b\u306e\u306f\u3001\u306a\u305c\u3060\u308d\u3046\u3068\u601d\u3063\u305f\u3053\u3068\u306f\u3042\u308a\u307e\u3059\u304b? \u904b\u8ee2\u4e2d\u306b\u3059\u3079\u3066\u306e\u4fe1\u53f7\u3092\u30b3\u30f3\u30c8\u30ed\u30fc\u30eb\u3067\u304d\u308b\u3001\u4e0d\u601d\u8b70\u306a\u30ea\u30e2\u30b3\u30f3\u3092\u7a7a\u60f3\u3057\u305f\u3053\u3068\u306f\u3042\u308a\u307e\u305b\u3093\u304b? 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\u4f01\u696d\u304c\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u9ad8\u3081\u3001\u8ca9\u58f2\u3001\u96c6\u8377\u3001\u5f93\u696d\u54e1\u751f\u7523\u6027\u3001\u9867\u5ba2\u6e80\u8db3\u306b\u95a2\u9023\u3057\u305f\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u6539\u5584\u3059\u308b\u306e\u3092\u652f\u63f4\u3059\u308bGenesys\u306e\u80fd\u529b\u306f\u3001\u4eca\u9031Silver Lining Solutions\u3092\u8cb7\u53ce\u3057\u305f\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u3055\u3089\u306b\u62e1\u5927\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u6b21\u306e\u624b\u9806\u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u52b9\u679c\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u6226\u7565\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3001\u5b9f\u969b\u306e\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u9054\u6210\u3059\u308b\u3053\u3068\u3001\u30c8\u30c3\u30d7\u30d1\u30d5\u30a9\u30fc\u30de\u30fc\u304c\u512a\u308c\u3066\u3044\u308b\u7406\u7531\u3092\u672c\u5f53\u306b\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u3053\u308c\u3092\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\u3001\u5b66\u7fd2\u30d7\u30ed\u30bb\u30b9\u306b\u9069\u7528\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u3082\u5b66\u7fd2\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li><strong>\u5f93\u696d\u54e1\u306e\u30b9\u30ad\u30eb\u3068\u77e5\u8b58\u3092\u8a55\u4fa1\u3059\u308b<\/strong><strong>:<\/strong>\u5f93\u696d\u54e1\u306e\u30b9\u30ad\u30eb\u3084\u30b9\u30ad\u30eb\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306e\u5b66\u7fd2\u3084\u80b2\u6210\u306e\u30cb\u30fc\u30ba\u3092\u660e\u78ba\u306b\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u4e88\u7b97\u3092\u3088\u308a\u52b9\u679c\u7684\u306b\u4f7f\u7528\u3057\u8cbb\u7528\u5bfe\u52b9\u679c\u3092\u9ad8\u3081\u3001\u5f93\u696d\u54e1\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3078\u306e\u95a2\u5fc3\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u30c7\u30fc\u30bf\u3068\u5f93\u696d\u54e1\u306e\u30b9\u30ad\u30eb\u3092\u81ea\u52d5\u7684\u306b\u95a2\u9023\u4ed8\u3051\u308b<\/strong><strong>:<\/strong>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30c7\u30fc\u30bf\u3092\u5f93\u696d\u54e1\u306e\u30b9\u30ad\u30eb\u306b\u76f4\u63a5\u30ea\u30f3\u30af\u3059\u308b\u3053\u3068\u3067\u3001\u30c8\u30c3\u30d7\u30d1\u30d5\u30a9\u30fc\u30de\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u512a\u308c\u3066\u3044\u308b\u7406\u7531\u304c\u5206\u304b\u308a\u307e\u3059\u3002\u3069\u306e\u30b9\u30ad\u30eb\u304c\u5b9f\u969b\u306b\u6210\u679c\u3092\u4fc3\u9032\u3059\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001\u63a1\u7528\u30d7\u30ed\u30d5\u30a3\u30fc\u30eb\u3092\u5909\u66f4\u3057\u3001\u5f93\u696d\u54e1\u30b3\u30fc\u30c1\u30f3\u30b0\u306e\u52b9\u679c\u3092\u5927\u5e45\u306b\u6539\u5584\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u81ea\u52d5\u5316\u306b\u3088\u308a\u3053\u308c\u307e\u3067\u904b\u55b6\u8005\u306b\u96c6\u4e2d\u3057\u3066\u3044\u305f\u8ca0\u62c5\u304c\u6e1b\u308a\u3001\u4ed6\u306e\u4ed5\u4e8b\u306b\u6642\u9593\u3092\u5145\u3066\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5f93\u696d\u54e1\u306b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u5b9f\u65bd\u3059\u308b<\/strong><strong>:<\/strong>\u4f55\u306b\u52b9\u679c\u304c\u3042\u308a\u3001\u4f55\u306b\u52b9\u679c\u304c\u306a\u3044\u306e\u304b\u3001\u3069\u306e\u3088\u3046\u306b\u5b66\u3073\u305f\u3044\u306e\u304b\u3092\u5f93\u696d\u54e1\u306b\u5c0b\u306d\u308b\u3068\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u9ad8\u307e\u308a\u3001\u5b66\u7fd2\u3092\u3088\u308a\u52b9\u679c\u7684\u306b\u3059\u308b\u306e\u306b\u5927\u3044\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u904b\u55b6\u5074\u306b\u3068\u3063\u3066\u306f\u304c\u30b5\u30dd\u30fc\u30c8\u3092\u6574\u3048\u3084\u3059\u304f\u306a\u308a\u3001\u5f93\u696d\u54e1\u3068\u904b\u55b6\u5074\u306e\u53cc\u65b9\u306b\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u52b9\u679c\u3092\u3082\u305f\u3089\u3059\u3053\u3068\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u500b\u5225\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u8a08\u753b\u3092\u4f5c\u6210\u3059\u308b<\/strong><strong>:<\/strong>\u4e0a\u8a18\u306e\u60c5\u5831\u3092\u4f7f\u7528\u3057\u3066\u3001\u5404\u5f93\u696d\u54e1\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30ab\u30ea\u30ad\u30e5\u30e9\u30e0\u3092\u81ea\u52d5\u7684\u306b\u4f5c\u6210\u3057\u3001\u5404\u81ea\u306e\u597d\u307f\u306e\u5b66\u7fd2\u65b9\u6cd5\u3067\u5b66\u3079\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u5b66\u7fd2\u306b\u6700\u9069\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3092\u898b\u3064\u3051\u308b<\/strong><strong>:<\/strong>\u5f93\u696d\u54e1\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u30c4\u30fc\u30eb\u306b\u7d71\u5408\u3059\u308b\u3068\u3001\u8ab0\u306b\u3069\u306e\u3088\u3046\u306a\u30bf\u30a4\u30d7\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u304c\u5fc5\u8981\u304b\u3001\u8b1b\u5e2b\u4e3b\u5c0e\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30af\u30e9\u30b9\u3092\u5b9f\u65bd\u3059\u308b\u306e\u306b\u6700\u9069\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u306f\u3044\u3064\u304b\u3092\u8fc5\u901f\u306b\u5224\u65ad\u3067\u304d\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30b9\u30bf\u30c3\u30d5\u306b\u7a7a\u304d\u6642\u9593\u304c\u3042\u308b\u304b\u306b\u5fdc\u3058\u3066\u3001\u4ed5\u4e8b\u91cf\u304c\u5c11\u306a\u3044\u3068\u304d\u306f\u3001\u5f93\u696d\u54e1\u306e\u30c7\u30b9\u30af\u30c8\u30c3\u30d7\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306b\u3001\u3061\u3087\u3063\u3068\u3057\u305f\u77e5\u8b58\u30ca\u30c3\u30b8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u5909\u66f4\u304c\u5fc5\u8981\u306b\u306a\u308c\u3070\u3001\u30dc\u30bf\u30f3\u30921\u3064\u30af\u30ea\u30c3\u30af\u3059\u308b\u3060\u3051\u3067\u5909\u66f4\u3067\u304d\u307e\u3059\u3002Excel\u30d9\u30fc\u30b9\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u65b0\u305f\u306b\u4f5c\u6210\u3059\u308b\u5fc5\u8981\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/li>\n<li><strong>\u30ad\u30e3\u30ea\u30a2\u6a5f\u4f1a\u3092\u63d0\u4f9b\u3059\u308b<\/strong><strong>:<\/strong>\u660e\u78ba\u306a\u30b9\u30ad\u30eb\u3068\u77e5\u8b58\u306e\u8981\u4ef6\u3092\u8a18\u3057\u305f\u30b8\u30e7\u30d6\u30d7\u30ed\u30d5\u30a3\u30fc\u30eb\u3092\u4f5c\u6210\u3057\u3001\u793e\u5185\u3067\u6607\u9032\u3059\u308b\u306e\u306b\u9069\u5207\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306f\u30ad\u30e3\u30ea\u30a2\u3092\u5c55\u671b\u3067\u304d\u307e\u3059\u3002\u6607\u9032\u3059\u308b\u306b\u306f\u4f55\u3092\u3059\u3079\u304d\u304b\u3001\u3069\u3093\u306a\u77e5\u8b58\u3092\u5f97\u308b\u3079\u304d\u304b\u304c\u3001\u6b63\u78ba\u306b\u5206\u304b\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u5f93\u696d\u54e1\u306e\u30b8\u30e7\u30d6\u30d7\u30ed\u30d5\u30a3\u30fc\u30eb\u3092\u4f5c\u6210\u3057\u30b9\u30ad\u30eb\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u3067\u3001\u904b\u55b6\u5074\u306b\u3068\u3063\u3066\u3082\u4eba\u6750\u914d\u7f6e\u3092\u6700\u9069\u5316\u3067\u304d\u3001\u4f53\u5236\u3092\u6574\u3048\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p>\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u6a5f\u80fd\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306b\u81f3\u308b\u7d71\u5408\u3055\u308c\u305f\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u5b9f\u969b\u306e\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u4fc3\u9032\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u305d\u3057\u3066\u3001\u3053\u308c\u3089\u306e\u6210\u679c\u306f\u5b9f\u8a3c\u6e08\u307f\u3067\u3059\u3002\u30ce\u30eb\u30a6\u30a7\u30fc\u3092\u62e0\u70b9\u3068\u3059\u308b\u591a\u56fd\u7c4d\u901a\u4fe1\u4f01\u696dTelenor\u793e\u304c\u3001Genesys Skills Management\u3092\u7d71\u5408\u3057\u305f\u5f8c\u3001\u540c\u793e\u306e\u8ca9\u58f2\u5b9f\u7e3e\u306f20%\u5897\u52a0\u3057\u3001\u65b0\u4efb\u30a2\u30c9\u30d0\u30a4\u30b6\u30fc\u306eNPS\u30b9\u30b3\u30a2\u3082\u5927\u5e45\u306b\u6539\u5584\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u300c\u521d\u3081\u3066\u65b0\u4efb\u30a2\u30c9\u30d0\u30a4\u30b6\u30fc\u306e\u7fd2\u719f\u3092\u4fc3\u9032\u3067\u304d\u305f\u306e\u304c\u3001\u6700\u5927\u306e\u6210\u679c\u3067\u3059\u3002\u4eca\u3067\u306f\u3001\u671b\u307e\u3057\u3044\u77e5\u8b58\u30ec\u30d9\u30eb\u3092\u9054\u6210\u3057\u3001\u672c\u756a\u306e\u9867\u5ba2\u74b0\u5883\u306b\u914d\u7f6e\u3059\u308b\u524d\u306b\u30a2\u30c9\u30d0\u30a4\u30b6\u30fc\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3059\u308b\u305f\u3081\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u304c\u3042\u308a\u307e\u3059\u3002\u300d<\/p>\n<p>&nbsp;<\/p>\n<p>&#8211; Torhild-Torgersen Hage\u3001Telenor\u793e\u30b7\u30cb\u30a2\u30d7\u30ed\u30c0\u30af\u30c8\u30de\u30cd\u30fc\u30b8\u30e3\u30fc<\/p>\n<p>&nbsp;<\/p>\n<p>Genesys\u306e\u30b9\u30ad\u30eb\u7ba1\u7406\u304c\u3001\u304a\u5ba2\u69d8\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u3069\u3046\u5f79\u7acb\u3064\u304b\u306e\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f\u3001Telenor\u793e\u306e\u30b1\u30fc\u30b9\u30b9\u30bf\u30c7\u30a3\u3092\u4eca\u3059\u3050\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u5f0a\u793e\u306eE\u30d6\u30c3\u30af<a href=\"https:\/\/www.genesys.com\/resources\/contact-center-employee-engagement-playbook?cid=%207010B000001YKQh\">\u300c<strong><em>Contact Center Employee Playbook<\/em><\/strong>\u300d\uff08\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5f93\u696d\u54e1\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\uff09<\/a>\u3067\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u5f93\u696d\u54e1\u3092\u6700\u3082\u6226\u7565\u7684\u306a\u8cc7\u7523\u306b\u3067\u304d\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u8aac\u660e\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/platform\/purecloud\/see-for-yourself-how-genesys-purecloud-makes-amazing-easy\">PureCloud\u306e\u30aa\u30f3\u30e9\u30a4\u30f3\u30c7\u30e2<\/a>\u3092\u304a\u8a66\u3057\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>\u304a\u554f\u3044\u5408\u308f\u305b\u306f\u3053\u3061\u3089\uff1ahttps:\/\/www.genesys.com\/ja-jp\/contact-us<\/p>\n<p><a href=\"https:\/\/youtu.be\/rexakVLzxMI\">PureCloud\u304c\uff15\u5206\u3067\u5206\u304b\u308b\u3001\u7c21\u5358\u52d5\u753b\u306f\u3053\u3061\u3089<\/a>\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]\u305d\u306e\u60c5\u5831\u3001\u305d\u306e\u6570\u5b57\u3001\u52b9\u7387\u3088\u304f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u5f79\u7acb 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