{"id":499701,"date":"2024-01-03T09:30:09","date_gmt":"2024-01-03T17:30:09","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=499701"},"modified":"2023-12-26T22:44:44","modified_gmt":"2023-12-27T06:44:44","slug":"important-kpi-for-call-center","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/important-kpi-for-call-center","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u6b20\u304b\u305b\u306a\u3044\u91cd\u8981\u6307\u6a19\u3084 KPI \u7ba1\u7406\u306e\u30b3\u30c4\u3092\u5fb9\u5e95\u89e3\u8aac"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]\u30d3\u30b8\u30cd\u30b9\u306b\u304a\u3044\u3066 KPI \u306f\u76ee\u6a19\u9054\u6210\u3092\u88dc\u52a9\u3059\u308b\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306b\u304a\u3044\u3066\u3082\u540c\u69d8\u3067\u3001\u696d\u52d9\u306b\u6700\u9069\u306a KPI \u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u54c1\u8cea\u5411\u4e0a\u3084\u696d\u52d9\u52b9\u7387\u30a2\u30c3\u30d7\u3001\u52b4\u50cd\u74b0\u5883\u306e\u6539\u5584\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b KPI \u7ba1\u7406\u306b\u6b20\u304b\u305b\u306a\u3044 13 \u306e\u91cd\u8981\u6307\u6a19\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><strong class=\"text-26\">\u76ee\u6b21<\/strong><\/p>\n<ol>\n<li><a href=\"#link01\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b KPI \u3068\u306f<\/a><\/li>\n<li><a href=\"#link02\">\u9805\u76ee\u5225\u306b\u7d39\u4ecb\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u91cd\u8981\u6307\u6a19\u4e00\u89a7<\/a><\/li>\n<li><a href=\"#link03\">\u00a0KPI \u3092\u6539\u5584\u3055\u305b\u305f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u5b9f\u4f8b<\/a><\/li>\n<li><a href=\"#link04\">\u81ea\u793e\u306b\u3042\u3063\u305f KPI \u3092\u8a2d\u5b9a\u3057\u4e8b\u696d\u63a8\u9032<\/a><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h2><strong><a id=\"link01\"><\/a>1. \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b KPI \u3068\u306f<\/strong><\/h2>\n<p>KPI \u306f\u300c Key Performance Indicator \u300d\u306e\u7565\u3067\u3001\u65e5\u672c\u8a9e\u3067\u306f\u300c\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u300d\u3068\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002\u4f7f\u7528\u76ee\u7684\u306f\u304a\u3082\u306b\u696d\u52d9\u306e\u8a55\u4fa1\u3067\u3042\u308a\u3001\u8a2d\u5b9a\u3057\u305f\u6570\u5024\u306b\u5bfe\u3059\u308b\u9032\u6357\u5ea6\u5408\u3044\u304b\u3089\u3001\u76ee\u6a19\u306e\u9054\u6210\u5ea6\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u55b6\u696d\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e\u5206\u91ce\u3067\u3088\u304f\u4f7f\u7528\u3055\u308c\u308b\u307b\u304b\u3001\u696d\u52d9\u6539\u5584\u3092\u76ee\u7684\u3068\u3057\u3066\u7ba1\u7406\u90e8\u9580\u3067\u3082\u7528\u3044\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3001\u3042\u308b\u3044\u306f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001\u5fdc\u5bfe\u306e\u54c1\u8cea\u7ba1\u7406\u3084\u751f\u7523\u6027\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306a\u3069\u306e\u8a55\u4fa1\u306b\u5229\u7528\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u5fdc\u5bfe\u3092\u901a\u3058\u3066\u767a\u751f\u3059\u308b\u3055\u307e\u3056\u307e\u306a\u6570\u5024\u3092\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u3059\u308b\u3053\u3068\u3067\u3001\u90e8\u7f72\u306e\u73fe\u72b6\u628a\u63e1\u3084\u696d\u52d9\u6539\u5584\u306a\u3069\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u306a\u304a\u3001\u6ce8\u610f\u70b9\u3068\u3057\u3066\u899a\u3048\u3066\u304a\u304d\u305f\u3044\u306e\u306f\u3001\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\uff08\u30c6\u30ec\u30a2\u30dd\uff09\u306e\u7372\u5f97\u6570\u5024\u306f\u55b6\u696d\u5074\u306e KPI \u3068\u3057\u3066\u6271\u3046\u30b1\u30fc\u30b9\u304c\u4e00\u822c\u7684\u3067\u3042\u308b\u3053\u3068\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e KPI \u306f\u3001\u3042\u304f\u307e\u3067\u696d\u52d9\u306b\u95a2\u3059\u308b\u54c1\u8cea\u7ba1\u7406\u304c\u76ee\u7684\u3068\u899a\u3048\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3 class=\"text-black\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u91cd\u8981\u306a\u54c1\u8cea\u7ba1\u7406<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u76f4\u63a5\u9867\u5ba2\u3068\u63a5\u3059\u308b\u8cb4\u91cd\u306a\u90e8\u7f72 \u3067\u3042\u308a\u3001\u5fdc\u5bfe\u306e\u54c1\u8cea\u306f\u4f01\u696d\u306e\u5370\u8c61\u306b\u95a2\u308f\u308b\u91cd\u8981\u306a\u9805\u76ee\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u54c1\u8cea\u306f\u3001\u300c\u30af\u30aa\u30ea\u30c6\u30a3\u300d\u3068\u300c\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u300d\u3001\u3053\u306e\uff12\u3064\u304b\u3089\u6210\u308a\u7acb\u3063\u3066\u3044\u308b\u3068\u8a00\u3048\u307e\u3059\u3002<\/p>\n<p><strong>\u30af\u30aa\u30ea\u30c6\u30a3\uff1a\u9867\u5ba2\u6e80\u8db3\u5ea6<\/strong><br \/>\n<strong>\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\uff1a\u5fdc\u5bfe\u6642\u9593\u3084\u6642\u9593\u3042\u305f\u308a\u306e\u5fdc\u7b54\u4ef6\u6570<\/strong><\/p>\n<p>\u3053\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u54c1\u8cea\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u3068\u304d\u3001\u30af\u30aa\u30ea\u30c6\u30a3\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u3068\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u30af\u30aa\u30ea\u30c6\u30a3\u304c\u9ad8\u304f\u3066\u3082\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u60aa\u3051\u308c\u3070\u696d\u52d9\u304c\u56de\u3089\u305a\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u9ad8\u304f\u3066\u3082\u30af\u30aa\u30ea\u30c6\u30a3\u304c\u4f4e\u3051\u308c\u3070\u9867\u5ba2\u306e\u6271\u3044\u304c\u7c97\u96d1\u306a\u5370\u8c61\u3092\u4e0e\u3048\u3066\u3057\u307e\u3044\u307e\u3059\u3002<\/p>\n<h3 class=\"text-black\">KPI \u7ba1\u7406\u306e\u91cd\u8981\u6027<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u3067\u91cd\u8996\u3055\u308c\u308b\u306e\u306f\u3001\u8a71\u3057\u65b9\u3084\u30de\u30a4\u30f3\u30c9\u306a\u3069\u3001\u6570\u5024\u306b\u3088\u3089\u306a\u3044\u90e8\u5206\u3082\u591a\u3044\u3067\u3059\u304c\u3001\u5fdc\u5bfe\u7d50\u679c\u306b\u3088\u3063\u3066\u767a\u751f\u3059\u308b\u6570\u5024\u3092\u62fe\u3063\u3066\u3044\u304f\u3053\u3068\u3067\u3001\u9593\u63a5\u7684\u306a\u901a\u8a71\u54c1\u8cea\u306e\u628a\u63e1\u3068\u6539\u5584\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>\u3068\u304f\u306b\u300c\u30af\u30aa\u30ea\u30c6\u30a3\u300d\u306f\u3001\u54c1\u8cea\u304c\u5c5e\u4eba\u7684\u306b\u306a\u308a\u304c\u3061\u3067\u3059\u3002\u305d\u308c\u3060\u3051\u306b\u3001\u901a\u8a71\u7d50\u679c\u3092\u6570\u5024\u306b\u843d\u3068\u3057\u8fbc\u3080\u4ed5\u7d44\u307f\u304c\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b KPI \u7ba1\u7406\u306e\u6700\u521d\u306e\u4e00\u6b69\u306f\u3001\u696d\u52d9\u306b\u95a2\u3057\u3066\u767a\u751f\u3059\u308b\u6570\u5024\u3092\u77e5\u308a\u3001\u610f\u8b58\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u696d\u52d9\u3092\u6570\u5024\u5316\u30fb\u5b9a\u91cf\u5316\u3057\u3066\u3001\u5ba2\u89b3\u7684\u306b\u8a55\u4fa1\u3067\u304d\u308b\u571f\u53f0\u3092\u69cb\u7bc9\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx-report\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 (CX) \u306e\u73fe\u72b6<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2><strong><a id=\"link02\"><\/a>2. \u9805\u76ee\u5225\u306b\u7d39\u4ecb\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u91cd\u8981\u6307\u6a19\u4e00\u89a7<\/strong><\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306b\u304a\u3051\u308b KPI \u6307\u6a19\u306f\u3001\u5927\u304d\u304f\u4ee5\u4e0b\u306e 4 \u9805\u76ee\u306b\u5206\u985e\u3055\u308c\u307e\u3059\u3002<\/p>\n<p style=\"padding-left: 40px;\"><strong>\u2460 \u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308b KPI<\/strong><\/p>\n<p style=\"padding-left: 40px;\"><strong>\u2781 \u52b9\u7387\u6027\u306b\u95a2\u3059\u308b KPI<\/strong><\/p>\n<p style=\"padding-left: 40px;\"><strong>\u2782 \u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308b KPI<\/strong><\/p>\n<p style=\"padding-left: 40px;\"><strong>\u2463 \u5f93\u696d\u54e1\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b KPI<\/strong><\/p>\n<p>\u3053\u308c\u3089\u306e\u6570\u5024\u3092\u307e\u3093\u3079\u3093\u306a\u304f\u5411\u4e0a\u3055\u305b\u308b\u306e\u304c\u7406\u60f3\u3067\u3059\u304c\u3001\u96e3\u3057\u3044\u5834\u5408\u306f\u307e\u305a\u81ea\u793e\u306b\u304a\u3051\u308b\u8ab2\u984c\u304b\u3089\u30b9\u30bf\u30fc\u30c8\u3057\u3066\u3082\u3088\u3044\u3067\u3057\u3087\u3046\u3002\u3053\u3053\u3067\u306f\u3001\u3053\u308c\u3089 4 \u9805\u76ee\u306b\u95a2\u3059\u308b 13 \u306e\u6307\u6a19\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<h4 class=\"text-black\">\u2460 \u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308b KPI<\/h4>\n<p>\u5fdc\u5bfe\u54c1\u8cea\u306f\u3001\u5185\u5bb9\u3084\u7d50\u679c\u4ee5\u5916\u306b\u3001\u304b\u304b\u308b\u6642\u9593\u3084\u5fdc\u5bfe\u3067\u304d\u305f\u5272\u5408\u306a\u3069\u306b\u3088\u3063\u3066\u3082\u5de6\u53f3\u3055\u308c\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3001\u3072\u3044\u3066\u306f\u4f01\u696d\u306e\u30a4\u30e1\u30fc\u30b8\u306b\u76f4\u7d50\u3059\u308b\u9805\u76ee\u306a\u306e\u3067\u3001\u3057\u3063\u304b\u308a\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u3057\u305f\u3044\u6307\u6a19\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u5fdc\u7b54\u7387\u30fb\u653e\u68c4\u547c\u7387: <\/strong>\u5fdc\u7b54\u7387\u3068\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u7740\u4fe1\u306b\u5fdc\u7b54\u3067\u304d\u305f\u5272\u5408\u3002\u305d\u3057\u3066\u653e\u68c4\u547c\u7387\u3068\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u7740\u4fe1\u306b\u5fdc\u7b54\u3067\u304d\u306a\u304b\u3063\u305f\u300c\u653e\u68c4\u547c\u6570\u300d\u306e\u5272\u5408\u3067\u3059\u3002\u5fdc\u7b54\u7387\u304c\u4f4e\u304f\u3001\u653e\u68c4\u547c\u7387\u304c\u9ad8\u3044\u5834\u5408\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u4e0d\u8db3\u3057\u3066\u3044\u308b\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>\u5fdc\u7b54\u7387\u306e\u6c42\u3081\u65b9<\/strong><br \/>\n\u5fdc\u7b54\u7387\uff1d\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u00d7100<\/p>\n<p style=\"padding-left: 40px;\"><strong>\u653e\u68c4\u547c\u7387\u306e\u6c42\u3081\u65b9<\/strong><br \/>\n\u653e\u68c4\u547c\u7387\uff1d\u653e\u68c4\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u00d7100<\/p>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;209423&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<strong>\u5fdc\u7b54\u7387\u3092\u4e0a\u3052\u3088\u3046\uff01\u901a\u8a71\u524d\u30fb\u901a\u8a71\u4e2d\u306b\u304a\u5ba2\u69d8\u3092\u5f85\u305f\u305b\u306a\u3044\u305f\u3081\u306e\u5de5\u592b\u3068\u306f\uff1f<br \/>\n~ \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u7ba1\u7406\u306e\u30b3\u30c4 ~<\/strong><\/p>\n<p>[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/%E5%BF%9C%E7%AD%94%E7%8E%87%E3%82%92%E4%B8%8A%E3%81%92%E3%82%88%E3%81%86%EF%BC%81%E9%80%9A%E8%A9%B1%E5%89%8D%E3%83%BB%E9%80%9A%E8%A9%B1%E4%B8%AD%E3%81%AB%E3%81%8A%E5%AE%A2%E6%A7%98%E3%82%92%E5%BE%85\" target=\"_blank\" rel=\"\">\u95a2\u9023\u8a18\u4e8b\u3092\u8aad\u3080<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>SL ( \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb \/ \u8a2d\u5b9a\u6642\u9593\u5185\u5fdc\u7b54\u7387) : <\/strong>SL ( \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb ) \u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u8a2d\u5b9a\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3067\u304d\u305f\u5272\u5408\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u7740\u4fe1\u304b\u3089\u5fdc\u7b54\u307e\u3067\u306e\u8a2d\u5b9a\u6642\u9593\u3092 20 \u79d2\u3068\u3057\u3001 100 \u4ef6\u306e\u7740\u4fe1\u306e\u3046\u3061 90 \u4ef6\u3092 20 \u79d2\u4ee5\u5185\u306b\u5fdc\u7b54\u3067\u304d\u305f\u3068\u3059\u308c\u3070\u3001 SL \u306f 90% \u3068\u306a\u308a\u307e\u3059\u3002 SL \u3092\u6c42\u3081\u308b\u3068\u304d\u306b\u6ce8\u610f\u3057\u305f\u3044\u306e\u306f\u3001\u5fdc\u7b54\u307e\u3067\u306e\u6642\u9593\u8a2d\u5b9a\u3092\u9069\u5207\u306a\u5024\u306b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u7406\u60f3\u5024\u3068\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5185\u306e\u30ea\u30bd\u30fc\u30b9\u306e\u30d0\u30e9\u30f3\u30b9\u304b\u3089\u3001\u5b9f\u73fe\u53ef\u80fd\u306a\u6570\u5024\u3092\u8a2d\u5b9a\u3057\u307e\u3057\u3087\u3046\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>SL \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nSL = \u8a2d\u5b9a\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3057\u305f\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570 \u00d7 100<\/p>\n<ul>\n<li><strong>ASA ( Average Speed of Answer \/ \u5e73\u5747\u5fdc\u7b54\u901f\u5ea6) : <\/strong>ASA ( \u5e73\u5747\u5fdc\u7b54\u901f\u5ea6 ) \u3068\u306f\u3001\u7740\u4fe1\u304c\u3042\u3063\u3066\u304b\u3089\u5fdc\u7b54\u307e\u3067\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u306e\u5e73\u5747\u5024\u3067\u3059\u3002\u7d20\u65e9\u304f\u5fdc\u7b54\u3067\u304d\u308b\u307b\u3069\u3001ASA \u306e\u5024\u306f\u5c0f\u3055\u304f\u306a\u308a\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>ASA \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nASA = \u7740\u4fe1\u306b\u304a\u3051\u308b\u5fdc\u7b54\u307e\u3067\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u306e\u5408\u8a08 \u00f7 \u7740\u4fe1\u4ef6\u6570 \u00d7 100<\/p>\n<ul>\n<li><strong>FCR ( First Contact Resolution \/ \u521d\u56de\u89e3\u6c7a\u7387 ) : <\/strong>FCR ( \u521d\u56de\u89e3\u6c7a\u7387 ) \u3068\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3057\u3066\u3001 1 \u56de\u76ee\u306e\u7740\u4fe1\u5185\u3067\u89e3\u6c7a\u3067\u304d\u305f\u4ef6\u6570\u306e\u5272\u5408\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001 100 \u4ef6\u306e\u7740\u4fe1\u306e\u3046\u3061\u3001 90 \u4ef6\u3092 1 \u56de\u76ee\u306e\u7740\u4fe1\u5185\u3067\u89e3\u6c7a\u3067\u304d\u308c\u3070\u3001 FCR \u306f 90% \u3068\u306a\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>FCR \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nFCR = 1 \u56de\u76ee\u306e\u7740\u4fe1\u3067\u89e3\u6c7a\u3067\u304d\u305f\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570 \u00d7 100<\/p>\n<p>FCR \u3092\u9ad8\u3081\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u5411\u4e0a\u3060\u3051\u3067\u306a\u304f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30ea\u30bd\u30fc\u30b9\u7bc0\u7d04\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u307e\u305f\u3001 FCR \u306e\u9ad8\u3055\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5185\u306b\u304a\u3051\u308b\u60c5\u5831\u5171\u6709\u3084\u7fd2\u719f\u5ea6\u306e\u9ad8\u3055\u3092\u6e2c\u308b\u6307\u6a19\u3068\u3057\u3066\u3082\u4f7f\u3048\u307e\u3059\u3002<\/p>\n<h4 class=\"text-black\">\u2781 \u52b9\u7387\u6027\u306b\u95a2\u3059\u308b KPI<\/h4>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u6027\u3092\u9ad8\u3081\u308b\u3053\u3068\u306f\u3001\u30ea\u30bd\u30fc\u30b9\u3084\u4e88\u7b97\u306e\u7bc0\u7d04\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u52b9\u7387\u6027\u3092\u9ad8\u3081\u308b\u306b\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u500b\u4eba\u306e\u80fd\u529b\u3092\u4e0a\u3052\u308b\u3053\u3068\u306b\u52a0\u3048\u3066\u3001\u52b9\u7387\u7684\u306a\u696d\u52d9\u304c\u884c\u3048\u308b\u74b0\u5883\u3084\u60c5\u5831\u3092\u5171\u6709\u3067\u304d\u308b\u30b7\u30b9\u30c6\u30e0\u306e\u69cb\u7bc9\u306a\u3069\u3082\u91cd\u8981\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u7a3c\u50cd\u7387 : <\/strong>\u7a3c\u50cd\u7387\u3068\u306f\u3001\u5404\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b4\u50cd\u6642\u9593\u306e\u3046\u3061\u3001\u9867\u5ba2\u5bfe\u5fdc\u306b\u8cbb\u3084\u3057\u305f\u6642\u9593\u306e\u5272\u5408\u3092\u8a00\u3044\u307e\u3059\u3002\u300c\u9867\u5ba2\u5bfe\u5fdc\u306b\u8cbb\u3084\u3057\u305f\u6642\u9593\u300d\u306b\u306f\u3001\u5fdc\u7b54\u6642\u9593\u30fb\u4fdd\u7559\u6642\u9593\u30fb\u5f8c\u51e6\u7406\u6642\u9593\u30fb\u5f85\u6a5f\u6642\u9593\u306e 4 \u9805\u76ee\u304c\u542b\u307e\u308c\u3001\u3053\u308c\u3089\u306e\u6570\u5024\u3092\u8db3\u3057\u3066\u52b4\u50cd\u6642\u9593\u3067\u5272\u3063\u305f\u5024\u304c\u7a3c\u50cd\u7387\u3068\u306a\u308a\u307e\u3059\u3002\u7a3c\u50cd\u7387\u306f\u9ad8\u3044\u307b\u3069\u52b9\u7387\u304c\u826f\u3044\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u304c\u3001\u7a3c\u50cd\u7387\u304c\u9ad8\u3059\u304e\u308b\u306e\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u4f11\u307f\u306a\u304f\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u72b6\u614b\u3068\u3082\u8a00\u3048\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>\u7a3c\u50cd\u7387\u306e\u6c42\u3081\u65b9<\/strong><br \/>\n\u7a3c\u50cd\u7387 = \u9867\u5ba2\u5bfe\u5fdc\u6642\u9593 ( \u5fdc\u7b54\u6642\u9593 + \u4fdd\u7559\u6642\u9593 + \u5f8c\u51e6\u7406\u6642\u9593 + \u5f85\u6a5f\u6642\u9593 ) \u00f7 \u52b4\u50cd\u6642\u9593 \u00d7 100<\/p>\n<ul>\n<li><strong>AHT ( Average Handling Time \/ \u5e73\u5747\u51e6\u7406\u6642\u9593 ) : <\/strong>AHT ( \u5e73\u5747\u51e6\u7406\u6642\u9593 ) \u3068\u306f\u3001\u9867\u5ba2\u5bfe\u5fdc1\u4ef6\u306b\u304a\u3051\u308b\u3001\u901a\u8a71\u6642\u9593\u3068\u5f8c\u51e6\u7406\u6642\u9593\u3092\u8db3\u3057\u305f\u5e73\u5747\u5024\u306e\u3053\u3068\u3067\u3059\u3002\u3053\u306e\u5024\u304c\u4f4e\u3044\u307b\u3069\u77ed\u6642\u9593\u3067\u9867\u5ba2\u5bfe\u5fdc\u304c\u5b8c\u4e86\u3057\u305f\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u305f\u3060\u3057\u3001\u306a\u304b\u306b\u306f\u9867\u5ba2\u304c\u9014\u4e2d\u3067\u96fb\u8a71\u3092\u5207\u3063\u3066\u3057\u307e\u3063\u305f\u30b1\u30fc\u30b9\u306e\u3088\u3046\u306b\u3001\u89e3\u6c7a\u305b\u305a\u306b\u5bfe\u5fdc\u304c\u7d42\u4e86\u3057\u3066\u3044\u308b\u53ef\u80fd\u6027\u3082\u3042\u308a\u307e\u3059\u3002\u6570\u5024\u306e\u53d6\u308a\u6271\u3044\u30eb\u30fc\u30eb\u3092\u3001\u4e8b\u524d\u306b\u6c7a\u3081\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>AHT \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nAHT = ( \u7dcf\u901a\u8a71\u6642\u9593 + \u7dcf\u5f8c\u51e6\u7406\u6642\u9593 ) \u00f7 \u7dcf\u51e6\u7406\u4ef6\u6570<\/p>\n<ul>\n<li><strong>ATT ( Average Talk Time \/ \u5e73\u5747\u901a\u8a71\u6642\u9593 ) :\u00a0 <\/strong>ATT ( \u5e73\u5747\u901a\u8a71\u6642\u9593 ) \u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u901a\u8a71\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u306e\u5e73\u5747\u5024\u3067\u3059\u3002 AHT \u3068\u540c\u3058\u304f\u3001\u6642\u9593\u304c\u77ed\u3044\u307b\u3069\u52b9\u7387\u7684\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u305f\u3060\u3057\u3001\u56de\u7dda\u4e0d\u8abf\u3067\u901a\u8a71\u304c\u5207\u308c\u3066\u3057\u307e\u3063\u305f\u3068\u304d\u306e\u3088\u3046\u306b\u3001\u30a4\u30ec\u30ae\u30e5\u30e9\u30fc\u306a\u8981\u56e0\u306b\u3088\u308a\u77ed\u6642\u9593\u3067\u901a\u8a71\u304c\u7d42\u4e86\u3059\u308b\u30b1\u30fc\u30b9\u3082\u3042\u308a\u307e\u3059\u3002 AHT \u3068\u540c\u3058\u304f\u3001\u6570\u5024\u306e\u53d6\u308a\u6271\u3044\u30eb\u30fc\u30eb\u3092\u6c7a\u3081\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>ATT \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nATT = \u901a\u8a71\u6642\u9593\u306e\u5408\u8a08 \u00f7 \u5bfe\u5fdc\u4ef6\u6570<\/p>\n<ul>\n<li><strong>ACW ( After Call Work \/ \u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593 ) : <\/strong>ACW ( \u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593 ) \u3068\u306f\u3001\u5f8c\u51e6\u7406\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u306e\u5e73\u5747\u5024\u3067\u3059\u3002\u3053\u306e\u5024\u304c\u77ed\u3044\u307b\u3069\u3001\u52b9\u7387\u7684\u306b\u5f8c\u51e6\u7406\u304c\u3067\u304d\u3066\u3044\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u901a\u8a71\u306b\u5272\u3051\u308b\u6642\u9593\u304c\u5897\u3048\u308b\u305f\u3081\u3001\u5fdc\u7b54\u54c1\u8cea\u306b\u95a2\u3059\u308b KPI \u5411\u4e0a\u3082\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>ACW \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nACW = \u5f8c\u51e6\u7406\u6642\u9593\u306e\u5408\u8a08 \u00f7 \u5bfe\u5fdc\u4ef6\u6570<\/p>\n<ul>\n<li><strong>CPC ( Cost Per Call \/ 1 \u30b3\u30fc\u30eb\u5f53\u305f\u308a\u30b3\u30b9\u30c8 ) : <\/strong>CPC \u3068\u306f\u3001 1 \u30b3\u30fc\u30eb\u5f53\u305f\u308a\u306b\u304b\u304b\u3063\u305f\u30b3\u30b9\u30c8\u306e\u3053\u3068\u3067\u3001\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\u3068\u3082\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002\u3053\u3053\u3067\u3044\u3046\u300c\u30b3\u30b9\u30c8\u300d\u3068\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7dcf\u30b3\u30b9\u30c8\u3092\u6307\u3057\u3001\u7dcf\u30b3\u30b9\u30c8\u3092\u5bfe\u5fdc\u4ef6\u6570\u3067\u5272\u3063\u305f\u5024\u304c CPC \u3068\u306a\u308a\u307e\u3059\u3002 CPC \u304c\u4f4e\u3044\u307b\u3069\u3001\u5c11\u306a\u3044\u30b3\u30b9\u30c8\u3067\u696d\u52d9\u3092\u884c\u3048\u3066\u3044\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u306e\u5024\u304c\u9ad8\u3059\u304e\u308b\u5834\u5408\u3001\u30b3\u30b9\u30c8\u5185\u8a33\u304b\u3089\u6539\u5584\u70b9\u306e\u7279\u5b9a\u3068\u5bfe\u5fdc\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u6708\u5358\u4f4d\u306e\u3088\u3046\u306b\u671f\u9593\u3092\u6c7a\u3081\u3066\u6bd4\u8f03\u3059\u308c\u3070\u3001\u8cbb\u7528\u5bfe\u52b9\u679c\u306e\u63a8\u79fb\u3082\u30c1\u30a7\u30c3\u30af\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>CPC \u306e\u6c42\u3081\u65b9<\/strong><br \/>\nCPC = \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7dcf\u30b3\u30b9\u30c8 \u00f7 \u5bfe\u5fdc\u4ef6\u6570<\/p>\n<h4 class=\"text-black\">\u2782 \u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308b KPI<\/h4>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u9ad8\u3055\u306f\u3001\u4f01\u696d\u30a4\u30e1\u30fc\u30b8\u306b\u76f4\u7d50\u3059\u308b\u9805\u76ee\u3067\u3059\u3002\u76ee\u306b\u898b\u3048\u3066\u6570\u5024\u306b\u6b8b\u308b\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u304c\u3001\u901a\u8a71\u7d42\u4e86\u5f8c\u306b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3067\u6570\u5024\u5316\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>CS ( Customer Satisfaction \/ \u9867\u5ba2\u6e80\u8db3\u5ea6 ) : <\/strong>CS ( \u9867\u5ba2\u6e80\u8db3\u5ea6 ) \u3068\u306f\u3001\u9867\u5ba2\u304c\u3069\u306e\u304f\u3089\u3044\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u308b\u6570\u5024\u3067\u3001\u4e00\u822c\u7684\u306a\u306e\u306f\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u3059\u3002\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u306b\u3088\u308b\u6570\u5024\u304c\u9ad8\u3044\u307b\u3069\u6e80\u8db3\u5ea6\u304c\u9ad8\u3044\u3053\u3068\u306b\u306a\u308a\u3001\u30ea\u30d4\u30fc\u30bf\u30fc\u7372\u5f97\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u7d50\u679c\u3092\u7d30\u304b\u304f\u898b\u3066\u3044\u3051\u3070\u3001\u81ea\u793e\u306e\u5f37\u307f\u3084\u5f31\u307f\u306e\u628a\u63e1\u3082\u3067\u304d\u307e\u3059\u3002\u5225\u306e\u8a08\u6e2c\u65b9\u6cd5\u3068\u3057\u3066\u611f\u60c5\u5206\u6790\u304c\u5b58\u5728\u3057\u307e\u3059\u3002\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u3092\u30c6\u30ad\u30b9\u30c8\u5316\u3057\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3092\u30dd\u30b8\u30c6\u30a3\u30d6\u3001\u30cd\u30ac\u30c6\u30a3\u30d6\u3001\u30cb\u30e5\u30fc\u30c8\u30e9\u30eb ( \u4e2d\u7acb ) \u306e\u3044\u305a\u308c\u304b\u306b\u8b58\u5225\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 40px;\">\u611f\u60c5\u5206\u6790\u306b\u3064\u3044\u3066\u3082\u3063\u3068\u77e5\u308a\u305f\u3044\u65b9\u306f\u3053\u3061\u3089\u306e\u8a18\u4e8b\u3092\u3054\u89a7\u304f\u3060\u3055\u3044 :<br \/>\n<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/use-sentiment-analysis-to-put-your-mind-at-ease\" target=\"_blank\" rel=\"noopener\">\u611f\u60c5\u5206\u6790\u3092\u5229\u7528\u3057\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a<\/a><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>NPS ( Net Promoter Score \/ \u6b63\u5473\u63a8\u5968\u8005\u6bd4\u7387 ) : <\/strong>NPS ( \u6b63\u5473\u63a8\u5968\u8005\u6bd4\u7387 ) \u3068\u306f\u3001\u9867\u5ba2\u304c\u81ea\u793e\u306e\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u3001\u4ed6\u8005\u306b\u3069\u308c\u304f\u3089\u3044\u304a\u3059\u3059\u3081\u3057\u305f\u3044\u304b\u3092\u6570\u5024\u5316\u3057\u305f\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3 ( \u611b\u7740\u5fc3 ) \u3092\u6e2c\u308b\u6307\u6a19\u3067\u3059\u3002\u96c6\u8a08\u306f\u3001 11 \u6bb5\u968e\u8a55\u4fa1\u306b\u3088\u308b\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u884c\u308f\u308c\u307e\u3059\u3002\u6307\u6a19\u306e\u5024\u306f\u3001\u304a\u3059\u3059\u3081\u3057\u305f\u3044\u3068\u8003\u3048\u3066\u3044\u308b\u4eba\u304c\u3069\u308c\u304f\u3089\u3044\u3044\u308b\u304b\u306e\u5272\u5408\u3067\u8868\u3055\u308c\u307e\u3059\u3002NPS \u3092\u6c42\u3081\u308b\u65b9\u6cd5\u306f\u3001\u307e\u305a\u9867\u5ba2\u306b\u300c\u81ea\u793e\u306e\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u3001\u3069\u308c\u304f\u3089\u3044\u304a\u3059\u3059\u3081\u3057\u305f\u3044\u304b\u300d\u3068\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u53d6\u308a\u3001 0 \uff5e 10 \u306e 11 \u6bb5\u968e\u3067\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3044\u307e\u3059\u3002\u56de\u7b54\u3057\u305f\u5024\u306b\u3088\u3063\u3066\u300c\u63a8\u5968\u8005 ( 9\u30fb10 ) \u300d\u300c\u4e2d\u7acb\u8005 ( 7\u30fb8 ) \u300d\u300c\u6279\u5224\u8005 ( 6 \uff5e 0 ) \u300d\u306b\u9867\u5ba2\u3092\u533a\u5206\u3057\u3001\u5168\u4f53\u306e\u3046\u3061\u3001\u63a8\u5968\u8005\u306e\u5360\u3081\u308b\u5272\u5408\u304c NPS \u3068\u306a\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;169674&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\u3092\u4f01\u696d\u7d4c\u55b6\u306b\u3069\u3046\u5f79\u7acb\u3066\u308b ? \u6d3b\u7528\u65b9\u6cd5 5 \u9078<\/strong><br \/>\n<strong>~ \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u30b3\u30c4 ~<\/strong>[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/how-effective-companies-use-the-net-promoter-system\" target=\"_blank\" rel=\"\">\u8a18\u4e8b\u3092\u8aad\u3080<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<h4><\/h4>\n<p>&nbsp;<\/p>\n<h4 class=\"text-black\">\u2463 \u5f93\u696d\u54e1\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b KPI<\/h4>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7a3c\u50cd\u72b6\u6cc1\u3092\u9ad8\u304f\u4fdd\u3064\u306b\u306f\u3001\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5065\u5168\u306b\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u30de\u30f3\u30d1\u30ef\u30fc\u306b\u3088\u308b\u90e8\u5206\u304c\u5927\u304d\u3044\u305f\u3081\u3001\u7d99\u7d9a\u7684\u306b\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u4fdd\u3066\u308b\u74b0\u5883\u3092\u69cb\u7bc9\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<ul>\n<li><strong>\u6b20\u52e4\u7387: <\/strong>\u6b20\u52e4\u7387\u3068\u306f\u3001\u5404\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u51fa\u52e4\u4e88\u5b9a\u65e5\u306b\u5bfe\u3059\u308b\u6b20\u52e4\u65e5\u306e\u5272\u5408\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u51fa\u52e4\u4e88\u5b9a\u65e5\u304c 10 \u65e5\u3001\u6b20\u52e4\u65e5\u304c 2 \u65e5\u306a\u3089\u3001\u6b20\u52e4\u7387\u306f 20% \u3068\u306a\u308a\u307e\u3059\u3002\u3053\u306e\u5024\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u52a0\u3048\u3089\u308c\u3066\u3044\u308b\u8eab\u4f53\u7684\u30fb\u5fc3\u7406\u7684\u30b9\u30c8\u30ec\u30b9\u3092\u628a\u63e1\u3059\u308b\u6307\u6a19\u3068\u3057\u3066\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002\u5024\u304c\u9ad8\u3044\u3068\u304d\u3084\u3001\u4e0a\u6607\u50be\u5411\u306b\u3042\u308b\u5834\u5408\u306f\u3001\u6b20\u52e4\u7387\u3092\u4e0a\u3052\u3066\u3044\u308b\u8981\u56e0\u3092\u628a\u63e1\u3057\u3001\u5bfe\u5fdc\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u3053\u306e\u6570\u5024\u304c\u9ad8\u3044\u3068\u3001\u9023\u52d5\u3057\u3066\u96e2\u8077\u7387\u3082\u9ad8\u304f\u306a\u308b\u304a\u305d\u308c\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>\u6b20\u52e4\u7387\u306e\u6c42\u3081\u65b9<\/strong><br \/>\n\u6b20\u52e4\u7387 = \u6b20\u52e4\u65e5\u6570 \u00f7 \u51fa\u52e4\u4e88\u5b9a\u65e5\u6570 \u00d7 100<\/p>\n<ul>\n<li><strong>\u96e2\u8077\u7387 : <\/strong>\u96e2\u8077\u7387\u3068\u306f\u3001\u4e00\u5b9a\u671f\u9593\u5185\u306b\u96e2\u8077\u3057\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5272\u5408\u3092\u6307\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001 1 \u30ab\u6708\u306e\u9593\u306b 100 \u4eba\u4e2d 2 \u4eba\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96e2\u8077\u3057\u305f\u306a\u3089\u3001 1 \u30ab\u6708\u306e\u96e2\u8077\u7387\u306f 2% \u3068\u306a\u308a\u307e\u3059\u3002\u96e2\u8077\u7387\u306f\u8077\u5834\u74b0\u5883\u306e\u5065\u5168\u3055\u3092\u6e2c\u308b\u6307\u6a19\u3067\u3042\u308a\u3001\u3053\u306e\u6570\u5024\u304c\u9ad8\u3044\u307b\u3069\u8077\u5834\u74b0\u5883\u306b\u554f\u984c\u304c\u3042\u308b\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><strong>\u96e2\u8077\u7387\u306e\u6c42\u3081\u65b9<\/strong><br \/>\n\u5f53\u8a72\u671f\u9593\u306e\u96e2\u8077\u8005\u6570 \u00f7 \u5f53\u8a72\u671f\u9593\u306e\u52b4\u50cd\u8005\u6570 \u00d7 100<\/p>\n<h2><strong><a id=\"link03\"><\/a>3. KPI \u3092\u6539\u5584\u3055\u305b\u305f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u5b9f\u4f8b<\/strong><\/h2>\n<p>\u3053\u3053\u3067\u306f\u3001 Genesys Cloud \u306b\u3088\u3063\u3066\u5b9f\u969b\u306b KPI \u3092\u6539\u5584\u3055\u305b\u305f\u4e8b\u4f8b\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002[\/vc_column_text][vc_row_inner][vc_column_inner][vc_single_image image=&#8221;484285&#8243; alignment=&#8221;center&#8221;][\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<p>&nbsp;<\/p>\n<p>DMB \u793e\u306f\u6642\u4fa1\u7dcf\u984d\u304c\u5317\u6b27\u3067\u6700\u5927\u898f\u6a21\u306a\u3001\u30ce\u30eb\u30a6\u30a7\u30fc\u6700\u5927\u306e\u91d1\u878d\u30b0\u30eb\u30fc\u30d7\u3067\u3059\u3002<\/p>\n<p>\u97f3\u58f0\u3001\u30e1\u30fc\u30eb\u3001\u30aa\u30fc\u30d7\u30f3\u30e1\u30c7\u30a3\u30a2\u306b\u3088\u308b Web \u30d5\u30a9\u30fc\u30e9\u30e0 SNS \u306a\u3069\u3001\u3042\u3089\u3086\u308b\u30c1\u30e3\u30cd\u30eb\u3067\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u304a\u308a\u3001\u5404\u30c1\u30e3\u30cd\u30eb\u306e\u72b6\u6cc1\u628a\u63e1\u3084\u4e00\u5143\u7684\u306a\u7ba1\u7406\u306e\u305f\u3081\u306b Genesys Cloud \u3092\u5229\u7528\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>DMB \u793e\u306f KPI \u6539\u5584\u306e\u305f\u3081\u306b 2009 \u5e74\u306b\u30c1\u30e3\u30c3\u30c8\u3092\u5c0e\u5165\u3057\u3001\u73fe\u5728\u306f AI \u3068\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306e\u30b7\u30b9\u30c6\u30e0\u3092 Genesys Cloud \u3068\u9023\u643a\u3055\u305b\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u5411\u4e0a\u306b\u3064\u306a\u3052\u3066\u304a\u308a\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3078\u5165\u96fb\u304c\u3042\u3063\u305f\u969b\u306b\u3001\u307e\u305a\u306f\u30dc\u30c3\u30c8\u304c\u5bfe\u5fdc\u3057\u3001\u304a\u5ba2\u69d8\u306e\u8cea\u554f\u306b\u7b54\u3048\u3089\u308c\u306a\u3044\u5834\u5408\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3057\u307e\u3059\u3002<\/p>\n<p>\u30dc\u30c3\u30c8\u306e\u5c0e\u5165\u306b\u3088\u308b\u30b3\u30fc\u30eb\u4ef6\u6570\u306e\u524a\u6e1b\u306f\u3001\u304a\u3088\u305d 30\uff05 \u3068\u898b\u8fbc\u307e\u308c\u3066\u304a\u308a\u307e\u3057\u305f\u304c\u3001\u5b9f\u969b\u306f\u305d\u308c\u3092\u4e0a\u56de\u308b\u52b9\u679c\u304c\u767a\u63ee\u3055\u308c\u307e\u3057\u305f\u3002[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;401173&#8243; alignment=&#8221;center&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: left;\"><strong>DNB \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 ( CX ) \u30b8\u30e3\u30fc\u30cb\u30fc\u306b AI \u3092\u878d\u5408<\/strong><\/p>\n<p style=\"text-align: left;\">DNB \u793e\u306f\u3001\u305d\u306e\u4ed6\u306e KPI \u306b\u95a2\u3057\u3066\u3082\u540c\u69d8\u306b\u6539\u5584\u306b\u6210\u529f\u3057\u3066\u304a\u308a\u307e\u3059\u3002<br \/>\n\u8a73\u7d30\u304c\u77e5\u308a\u305f\u3044\u65b9\u306f\u305c\u3072\u3053\u3061\u3089\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/ja-jp\/customer-stories\/dnb\" target=\"_blank\" rel=\"\">\u9867\u5ba2\u4e8b\u4f8b\u3092\u8aad\u3080<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<p>&nbsp;<\/p>\n<h2><strong><a id=\"link04\"><\/a>4. \u81ea\u793e\u306b\u3042\u3063\u305f KPI \u3092\u8a2d\u5b9a\u3057\u4e8b\u696d\u63a8\u9032<\/strong><\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b KPI \u306b\u3082\u3055\u307e\u3056\u307e\u306a\u6307\u6a19\u304c\u3042\u308a\u3001\u305d\u308c\u3089\u306e\u91cd\u8981\u6027\u306f\u4f01\u696d\u306b\u3088\u3063\u3066\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u3053\u3067\u30dd\u30a4\u30f3\u30c8\u3068\u306a\u308b\u306e\u306f\u3001\u81ea\u793e\u306b\u5408\u3063\u305f KPI \u8a2d\u5b9a\u3092\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u81ea\u793e\u306b\u3068\u3063\u3066\u3069\u306e\u9805\u76ee\u304c\u91cd\u8996\u3055\u308c\u308b\u3079\u304d\u3067\u3001\u3069\u306e\u7a0b\u5ea6\u306e\u6539\u5584\u3092\u56f3\u308a\u305f\u3044\u306e\u304b\u3092\u660e\u78ba\u306b\u3059\u308b\u3053\u3068\u304c\u3001\u5185\u5305\u3055\u308c\u3066\u3044\u308b\u8ab2\u984c\u306e\u89e3\u6c7a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;420442&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<strong class=\"text-blue\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 ( CX ) \u306e\u73fe\u72b6<\/strong><\/p>\n<p>2,600 \u540d\u3092\u8d85\u3048\u308b\u6d88\u8cbb\u8005\u3068\u3001\u3055\u307e\u3056\u307e\u306a\u696d\u754c\u306b\u5c5e\u3059\u308b 690 \u540d\u306e CX \u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u3092\u5bfe\u8c61\u306b\u8abf\u67fb\u3092\u884c\u3044\u307e\u3057\u305f\u3002<br \/>\n\u30ec\u30dd\u30fc\u30c8\u3092\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3057\u3066\u3001\u91cd\u8981\u306a\u6226\u7565\u7684\u512a\u5148\u4e8b\u9805\u3068\u305d\u306e KPI \u3092\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx-report\" target=\"\" rel=\"\">\u30ec\u30dd\u30fc\u30c8\u3092\u8aad\u3080<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/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]\u30d3\u30b8\u30cd\u30b9\u306b\u304a\u3044\u3066 KPI \u306f\u76ee\u6a19\u9054\u6210\u3092\u88dc\u52a9\u3059\u308b\u91cd\u8981\u306a [&hellip;]<\/p>\n","protected":false},"author":867,"featured_media":119776,"template":"","tax_priority":[55],"tax_blogtype":[17748],"tax_blogcategory":[15994,13116,13219,13104],"tax_contenttheme":[14867,14862,14863],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16235,16261],"tax_products_programs":[17529],"tax_buying_job":[],"tax_buyer_persona":[16892],"tax_sector":[16964,16983,17022,17063,17042,16929],"tax_segment":[17142,17119],"class_list":["post-499701","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-55","tax_blogtype-genesys-ja-jp","tax_blogcategory-customer-highlights-ja-jp","tax_blogcategory-cloud-ja-jp","tax_blogcategory-digital-ja-jp","tax_blogcategory-business-optimization-ja-jp","tax_contenttheme-grow-your-business-ja-jp","tax_contenttheme-improve-customer-experience-ja-jp","tax_contenttheme-improve-employee-experience-ja-jp","tax_capability_sitewide-analytics-and-reporting-ja-jp","tax_capability_sitewide-digital-ja-jp","tax_products_programs-genesys-cloud-cx-ja-jp","tax_buyer_persona-business-ja-jp","tax_sector-healthcare-ja-jp","tax_sector-industrial-ja-jp","tax_sector-public-ja-jp","tax_sector-technology-ja-jp","tax_sector-retail-ja-jp","tax_sector-financial-ja-jp","tax_segment-smb-ja-jp","tax_segment-midsized-ja-jp","tax_content_type-blog-ja-jp"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/499701","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/users\/867"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/499701\/revisions"}],"predecessor-version":[{"id":502936,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/499701\/revisions\/502936"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media\/119776"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media?parent=499701"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_priority?post=499701"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogtype?post=499701"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogcategory?post=499701"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme?post=499701"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_bundle?post=499701"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme2?post=499701"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_capability_sitewide?post=499701"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_products_programs?post=499701"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buying_job?post=499701"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buyer_persona?post=499701"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_sector?post=499701"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_segment?post=499701"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}