{"id":343790,"date":"2020-10-12T20:37:24","date_gmt":"2020-10-13T03:37:24","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=343790"},"modified":"2020-10-12T20:37:24","modified_gmt":"2020-10-13T03:37:24","slug":"improve-contact-center-performance-with-quality-management-and-coaching","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/improve-contact-center-performance-with-quality-management-and-coaching","title":{"rendered":"\u54c1\u8cea\u7ba1\u7406\u3068\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u3088\u308b\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6539\u5584"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section 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noreferrer\">\u3042\u3089\u3086\u308b\u30ec\u30d9\u30eb\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u76ee\u6a19\u306e\u9054\u6210<\/a>\u3001\u610f\u8b58\u306e\u5411\u4e0a\u3001\u6b63\u3057\u3044\u9078\u629e\u3092\u884c\u3046\u305f\u3081\u306e\u65b9\u5411\u6027\u3068\u5b9f\u8df5\u65b9\u6cd5\u3092\u7406\u89e3\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u30b3\u30fc\u30c1\u30f3\u30b0\u306f\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3001\u30b7\u30cb\u30a2\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3001\u30c1\u30fc\u30e0\u30ea\u30fc\u30c0\u30fc\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u53c2\u52a0\u3057\u3001\u7d99\u7d9a\u7684\u306b\u53d6\u308a\u7d44\u3080\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u7279\u5b9a\u306e\u5f79\u8077\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u53c2\u52a0\u8005\u5168\u54e1\u306e\u77e5\u8b58\u3092\u6df1\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u30b3\u30fc\u30c1\u30f3\u30b0\u3067\u7279\u306b\u91cd\u8981\u306a\u5185\u5bb9\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u5411\u4e0a\u3001\u9867\u5ba2\u5bfe\u5fdc\u65b9\u6cd5\u3001\u88fd\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u77e5\u8b58\u3001\u30c4\u30fc\u30eb\u3084\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u4f7f\u7528\u65b9\u6cd5\u306b\u95a2\u3059\u308b\u30a2\u30c9\u30d0\u30a4\u30b9\u3001\u7406\u60f3\u7684\u306a\u9867\u5ba2\u95a2\u4fc2\u306e\u69cb\u7bc9\u65b9\u6cd5\u3001\u793e\u5185\u306e\u4ed6\u90e8\u9580\u3068\u306e\u60c5\u5831\u5171\u6709\u65b9\u6cd5\u306a\u3069\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u901a\u3058\u3001\u4f01\u696d\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u80fd\u529b\u3092\u6700\u5927\u9650\u306b\u5f15\u304d\u51fa\u3057\u3001\u6b21\u4e16\u4ee3\u306e\u30ea\u30fc\u30c0\u30fc\u3092\u80b2\u6210\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u81ea\u5206\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u50be\u5411\u3092\u628a\u63e1\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u5404\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6539\u5584\u304c\u5fc5\u8981\u306a\u70b9\u3092\u660e\u78ba\u306b\u628a\u63e1\u3057\u3001\u9069\u5207\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u793e\u5185\u306e\u4eba\u7684\u30ea\u30bd\u30fc\u30b9\u3092\u6d3b\u7528\u3057\u3001\u512a\u79c0\u306a\u4eba\u6750\u306e\u6d41\u51fa\u3092\u9632\u3050\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u540c\u6642\u306b\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u4ee3\u8868\u7684\u306a\u8ab2\u984c\u3092\u514b\u670d\u3067\u304d\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u5909\u52d5\u8981\u56e0\u3078\u306e\u7d99\u7d9a\u7684\u306a\u5bfe\u5fdc<\/li>\n<li>\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u69cb\u7bc9<\/li>\n<li>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5411\u4e0a<\/li>\n<li>\u88fd\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306b\u95a2\u3059\u308b\u9ad8\u54c1\u8cea\u306a\u30b5\u30dd\u30fc\u30c8\u306e\u63d0\u4f9b<\/li>\n<li>\u4eba\u6750\u306e\u6d41\u51fa\u9632\u6b62<\/li>\n<\/ul>\n<p><strong>\u30b3\u30fc\u30c1\u30f3\u30b0\u306e\u8ab2\u984c<\/strong><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u306f\u3001\u6570\u591a\u304f\u306e\u8ab2\u984c\u304c\u5b58\u5728\u3057\u307e\u3059\u3002\u6642\u9593\u7684\u5236\u7d04\u3001\u81a8\u5927\u306a\u696d\u52d9\u91cf\u3001\u5b66\u7fd2\u30d7\u30ed\u30bb\u30b9\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u7528\u6559\u6750\u3001\u30c7\u30fc\u30bf\u306b\u3082\u3068\u3065\u304f\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u8a55\u4fa1\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u80fd\u529b\u5411\u4e0a\u3092\u76ee\u7684\u3068\u3059\u308b\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306a\u3069\u3067\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u52b9\u679c\u7684\u306a\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u5b9f\u65bd\u3059\u308b\u305f\u3081\u306b\u591a\u9762\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u53d6\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5f93\u696d\u54e1\u306f\u3001\u5927\u91cf\u306e\u65e5\u5e38\u696d\u52d9\u3092\u9042\u884c\u3057\u3001\u9867\u5ba2\u304b\u3089\u306e\u3055\u307e\u3056\u307e\u306a\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u307e\u3059\u3002\u5e38\u306b\u6642\u9593\u304c\u8db3\u308a\u306a\u3044\u72b6\u6cc1\u306e\u4e2d\u3001\u60c5\u5831\u53ce\u96c6\u3084\u3001\u5b9f\u7528\u76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href=\"https:\/\/www.genesys.com\/capabilities\/speech-and-text-analytics\" target=\"_blank\" rel=\"noopener 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