{"id":552221,"date":"2025-03-13T02:26:18","date_gmt":"2025-03-13T09:26:18","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=552221"},"modified":"2025-03-13T02:36:41","modified_gmt":"2025-03-13T09:36:41","slug":"how-digital-workforce-management-improves-plans-and-forecasts","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/how-digital-workforce-management-improves-plans-and-forecasts","title":{"rendered":"\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5411\u3051\u6700\u65b0\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e 4 \u3064\u306e\u30e1\u30ea\u30c3\u30c8"},"content":{"rendered":"

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\u6700\u65b0\u306e\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\uff08WFM\uff09\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u6226\u7565\u304c\u4f01\u696d\u306e\u30c1\u30fc\u30e0\u3084\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u3082\u305f\u3089\u3059\u30e1\u30ea\u30c3\u30c8\u3092 4 \u3064\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column elemental_order=”order-2″][vc_column_text css=””]<\/p>\n

<\/a>1.\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a<\/h2>\n

\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u5411\u4e0a\u306f\u3001\u3042\u3089\u3086\u308b\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u306b\u304a\u3044\u3066\u91cd\u8981\u306a\u8981\u7d20\u3067\u3059\u3002\u6226\u8853\u7684\u306a\u8996\u70b9\u304b\u3089\u3059\u308b\u3068\u3001\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u30c1\u30e3\u30cd\u30eb\u5168\u4f53\u3067 SLA \u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9 KPI<\/a> \u3092\u6e80\u305f\u3059\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u3053\u308c\u3092\u5b9f\u73fe\u3059\u308b\u306b\u306f\u3001\u9069\u5207\u306a\u30b9\u30ad\u30eb\u3092\u6301\u3064\u9069\u5207\u306a\u4eba\u6750\u304c\u3001\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n

\u9867\u5ba2\u3068\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u3064\u306a\u3050<\/h3>\n

\u6700\u65b0\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u624b\u52d5\u3067\u69cb\u7bc9\u3055\u308c\u305f\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u3084\u30ad\u30e5\u30fc\u30d9\u30fc\u30b9\u306e\u5f93\u6765\u578b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u65b9\u5f0f\u3067\u306f\u4e0d\u5341\u5206\u3067\u3059\u3002\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30df\u30b9\u306b\u3088\u308a\u3001\u8a08\u753b\u5916\u306e\u6642\u9593\u5916\u52b4\u50cd\u30b3\u30b9\u30c8\u3001\u30b3\u30fc\u30eb\u8ee2\u9001\u6570\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\u306e\u5897\u52a0\u304c\u767a\u751f\u3057\u307e\u3059\u3002<\/p>\n

\u5fc5\u9808\u3068\u306a\u308b\u306e\u306f\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a>\u306b\u7d71\u5408\u3055\u308c\u305f\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u7279\u306b\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30fb\u30a8\u30f3\u30b8\u30f3\u3092\u5099\u3048\u3066\u3044\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u53c2\u7167\u3057\u3001\u7a7a\u304d\u72b6\u6cc1\u3001\u30b9\u30ad\u30eb\u3001\u30c1\u30e3\u30cd\u30eb\u306b\u5fdc\u3058\u3066\u8abf\u6574\u3067\u304d\u308b\u305f\u3081\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u8a08\u753b\u306b\u542b\u307e\u308c\u3066\u3044\u306a\u3044\u5f93\u696d\u54e1\u3084\u3001\u6307\u5b9a\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u4ecb\u3057\u305f\u7279\u5b9a\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3067\u304d\u306a\u3044\u5f93\u696d\u54e1\u306b\u306f\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3055\u308c\u307e\u305b\u3093\u3002<\/p>\n

\u3053\u308c\u306b\u3088\u308a\u4e88\u5b9a\u5916\u306e\u6642\u9593\u5916\u52b4\u50cd\u30b3\u30b9\u30c8\u3084\u4eba\u4ef6\u8cbb\u3092\u7bc0\u7d04\u3067\u304d\u307e\u3059\u3002\u9069\u5207\u306a\u30b9\u30ad\u30eb\u3092\u5099\u3048\u3001\u9069\u5207\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u53d7\u3051\u3066\u3044\u308c\u3070\u3001\u5f93\u696d\u54e1\u306f\u6240\u5b9a\u306e\u6642\u9593\u5185\u306b\u4f59\u88d5\u3092\u6301\u3063\u3066\u30bf\u30b9\u30af\u3092\u5b8c\u4e86\u3067\u304d\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

<\/a>2.\u5206\u6790\u3068\u30ec\u30dd\u30fc\u30c8\u306e\u6d3b\u7528\u306b\u3088\u308b\u7ba1\u7406\u5411\u4e0a<\/h2>\n

\u9ad8\u5ea6\u306a\u5206\u6790\u3068\u30ec\u30dd\u30fc\u30c8\u6a5f\u80fd\u306f\u3001\u52b9\u679c\u7684\u306a\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306e\u3082\u3046 1 \u3064\u306e\u9375\u3067\u3059\u3002AI \u5bfe\u5fdc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306a\u3089\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5b9f\u7e3e\u3001\u30b9\u30bf\u30c3\u30d5\u914d\u7f6e\u306e\u30cb\u30fc\u30ba\u3001\u9867\u5ba2\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u30d1\u30bf\u30fc\u30f3\u306b\u3064\u3044\u3066\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5206\u6790\u60c5\u5831\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u52b9\u7387\u6027\u3068\u53ce\u76ca\u6027\u306e\u5411\u4e0a<\/h3>\n

AI \u30d9\u30fc\u30b9\u306e\u30d7\u30ed\u30bb\u30b9\u3092\u4f7f\u7528\u3057\u3066\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08EX\uff09\u3068\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u6226\u7565\u3092\u8a08\u753b\u30fb\u5b9f\u884c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u306e\u5c65\u6b74\u3068\u30cb\u30fc\u30ba\u3092\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30c7\u30fc\u30bf\u3084\u5c65\u6b74\u3068\u95a2\u9023\u4ed8\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

AI \u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u5c65\u6b74\u30c7\u30fc\u30bf\u3068\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3001\u904b\u7528\u52b9\u7387\u3092\u6539\u5584\u3067\u304d\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u4e88\u6e2c\u5206\u6790\u3067\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u6642\u9593\u306e\u30d4\u30fc\u30af\u3092\u4e88\u6e2c\u3067\u304d\u308b\u305f\u3081\u3001\u30b9\u30bf\u30c3\u30d5\u914d\u7f6e\u30ec\u30d9\u30eb\u3092\u8abf\u6574\u3057\u3001\u4e0d\u8981\u306a\u6642\u9593\u5916\u52b4\u50cd\u3092\u56de\u907f\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u5e73\u5747\u51e6\u7406\u6642\u9593\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u3001\u9075\u5b88\u7387\u306a\u3069\u306e KPI \u3092\u5206\u6790\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u6539\u5584\u3059\u3079\u304d\u9818\u57df\u3092\u7279\u5b9a<\/a>\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u3001\u30b3\u30b9\u30c8\u3092\u524a\u6e1b\u3059\u308b\u8a08\u753b\u3092\u5b9f\u65bd\u3067\u304d\u307e\u3059\u3002<\/p>\n

AI \u5bfe\u5fdc\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u306f\u3001\u5b9f\u7528\u7684\u306a\u5206\u6790\u60c5\u5831\u3082\u5f97\u3089\u308c\u307e\u3059\u3002\u7ba1\u7406\u8005\u306f\u60c5\u5831\u306b\u57fa\u3065\u3044\u3066\u610f\u601d\u6c7a\u5b9a\u3092\u8fc5\u901f\u306b\u884c\u3044\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u696d\u52d9\u52b9\u7387\u3092\u5e38\u306b\u9ad8\u304f\u7dad\u6301\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u3053\u3046\u3057\u305f\u30c4\u30fc\u30eb\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u67d4\u8edf\u306b\u5f93\u696d\u54e1\u306e\u30cb\u30fc\u30ba\u306b\u5fdc\u3048\u3001\u5168\u30c1\u30e3\u30cd\u30eb\u306b\u308f\u305f\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6642\u9593\u3092\u7cbe\u5bc6\u306b\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002\u5f93\u696d\u54e1\u306f\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u52b9\u7387\u7684\u306b\u5bfe\u5fdc\u3057\u3001\u65e5\u3005\u306e\u5909\u5316\u306b\u3082\u5bb9\u6613\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

<\/a>3.\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u7dad\u6301\u3068\u96e2\u8077\u7387\u306e\u524a\u6e1b<\/h2>\n

\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u3001\u5f93\u696d\u54e1\u306e\u96e2\u8077\u7387\u3092\u4e0b\u3052\u308b\u3053\u3068\u306f\u975e\u5e38\u306b\u91cd\u8981\u3067\u3059\u3002\u5f93\u696d\u54e1\u304c\u9069\u5207\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u53d7\u3051\u3001\u30b9\u30ad\u30eb\u306b\u5408\u3063\u305f\u9867\u5ba2\u3068\u3064\u306a\u304c\u308c\u3070\u3001\u30b9\u30c8\u30ec\u30b9\u306f\u8efd\u6e1b\u3057\u307e\u3059\u3002\u30b9\u30ad\u30eb\u3068\u751f\u7523\u6027\u306e\u5411\u4e0a\u306b\u5411\u3051\u305f\u6a5f\u4f1a\u3092\u7d99\u7d9a\u7684\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u7dad\u6301\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u610f\u6b32\u4f4e\u4e0b\u3084\u4e9b\u7d30\u306a\u4e0d\u6e80\u3092\u89e3\u6d88\u3059\u308b\u65b9\u304c\u3001\u5f93\u696d\u54e1\u9000\u8077\u306b\u3088\u308b\u30b3\u30b9\u30c8\u3088\u308a\u3082\u306f\u308b\u304b\u306b\u4f4e\u304f\u3001\u9867\u5ba2\u3078\u306e\u5f71\u97ff\u3082\u6700\u5c0f\u9650\u3067\u6e08\u307f\u307e\u3059\u3002\u9069\u5207\u306a\u30c4\u30fc\u30eb\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u76ee\u6a19\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u3053\u3068\u306a\u304f\u3001\u5f93\u696d\u54e1\u304c\u6c42\u3081\u308b\u67d4\u8edf\u6027\u3084\u6210\u9577\u306e\u6a5f\u4f1a\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u5411\u4e0a\u3068\u696d\u52d9\u652f\u63f4<\/h3>\n

\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u75b2\u308c\u3092\u8efd\u6e1b\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3001\u958b\u767a\u3092\u7ba1\u7406\u3059\u308b\u4f7f\u3044\u3084\u3059\u3044\u30c4\u30fc\u30eb\u3092\u5f93\u696d\u54e1\u306b\u63d0\u4f9b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u6642\u9593\u306e\u5927\u5e45\u524a\u6e1b\u306b\u3082\u306a\u308a\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u8996\u70b9\u306e\u7d71\u5408\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u7279\u306b\u52b9\u679c\u7684\u3067\u3059\u3002<\/p>\n

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\u3055\u3089\u306b\u3001\u30e2\u30d0\u30a4\u30eb\u30c7\u30d0\u30a4\u30b9\u3067\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u78ba\u8a8d\u3067\u304d\u308c\u3070\u3001\u5f93\u696d\u54e1\u306f\u79fb\u52d5\u4e2d\u3067\u3082\u3042\u3089\u3086\u308b\u9023\u7d61\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u3001\u9867\u5ba2\u3084\u5f93\u696d\u54e1\u306b\u5f71\u97ff\u3092\u53ca\u307c\u3059\u3053\u3068\u306a\u304f\u3001\u5909\u5316\u306b\u30bf\u30a4\u30e0\u30ea\u30fc\u306b\u5bfe\u5fdc\u3067\u304d\u307e\u3059\u3002<\/p>\n

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\u3055\u3089\u306b\u4f01\u696d\u306f\u3001\u5834\u6240\u3084\u4e16\u4ee3\u306b\u3088\u308b\u50cd\u304d\u65b9\u306e\u597d\u307f\u306b\u95a2\u4fc2\u306a\u304f\u3001\u696d\u52d9\u306b\u5bfe\u3059\u308b\u610f\u8b58\u5909\u5316\u3068\u5f93\u696d\u54e1\u306e\u591a\u69d8\u6027\u3092\u8003\u616e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30ea\u30e2\u30fc\u30c8\u30ef\u30fc\u30af\u3068\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30af<\/a>\u306f\u3001\u4f01\u696d\u306e\u898f\u6a21\u3092\u554f\u308f\u305a\u3001\u6025\u901f\u306b\u666e\u53ca\u3057\u3066\u3044\u307e\u3059\u3002\u5805\u7262\u306a WEM \u30c4\u30fc\u30eb\u306b\u3088\u308a\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u3001\u90fd\u5e02\u3001\u56fd\u3001\u4e16\u754c\u306b\u5206\u6563\u3057\u305f\u30c1\u30fc\u30e0\u3092\u5148\u5c0e\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

<\/a>4.\u30b3\u30b9\u30c8\u306e\u524a\u6e1b<\/h2>\n

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\u30b7\u30f3\u30d7\u30eb\u3055\u3001\u6b63\u78ba\u6027\u3001\u4e00\u8cab\u6027<\/h3>\n

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