{"id":559745,"date":"2025-03-03T22:06:38","date_gmt":"2025-03-04T06:06:38","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=559745"},"modified":"2025-04-08T21:47:28","modified_gmt":"2025-04-09T04:47:28","slug":"the-definitive-list-of-29-call-center-metrics-and-kpis","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u6700\u9069\u5316\u306e\u305f\u3081\u306e\u91cd\u8981\u6307\u6a19\u3068 KPI \u4e00\u89a7"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u8907\u96d1\u306a\u904b\u7528\u3092\u5fc5\u8981\u3068\u3059\u308b\u90e8\u9580\u3067\u3059\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u304a\u3044\u3066\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002\u904b\u7528\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u306a\u304c\u3089\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/the-connected-customer-experience\">\u9867\u5ba2\u306e\u671f\u5f85<\/a>\u306b\u30d0\u30e9\u30f3\u30b9\u826f\u304f\u5fdc\u3048\u308b\u3053\u3068\u306f\u3001\u7c21\u5358\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u3057\u304b\u3057\u3001<strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6307\u6a19\u3068 KPI \u3092\u9069\u5207\u306b\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u78ba\u5b9f\u306b\u5b9f\u884c\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd<\/strong>\u3067\u3059\u3002<\/p>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30ea\u30fc\u30c0\u30fc\u9054\u306f\u5b9a\u756a\u306e KPI \u306b\u6ce8\u76ee\u3057\u304c\u3061\u3067\u3059\u304c\u3001\u73fe\u5834\u306e\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u306f\u7570\u306a\u308b\u8996\u70b9\u304c\u5fc5\u8981\u3067\u3059\u3002\u3053\u308c\u3092 Forrester \u306f\u6b21\u306e\u3088\u3046\u306b\u89e3\u8aac\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<blockquote class=\"custom-quote\"><p>\u300c\u7d4c\u55b6\u5e79\u90e8\u306b\u306f\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30fb\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u30d3\u30b8\u30cd\u30b9\u30b1\u30fc\u30b9\u3092\u5b9f\u8a3c\u3059\u308b\u6226\u7565\u7684 KPI \u304c\u5fc5\u8981\u3067\u3059\u3002\u4e00\u65b9\u3001\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b5\u30fc\u30d3\u30b9\u30ea\u30af\u30a8\u30b9\u30c8\u7ba1\u7406\u306b\u3064\u3044\u3066\u6b63\u3057\u3044\u5224\u65ad\u3092\u4e0b\u3059\u305f\u3081\u3001\u3088\u308a\u5305\u62ec\u7684\u306a\u6307\u6a19\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u53ce\u96c6\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u300d<br \/>\n<cite>\u2015 \u51fa\u5178\uff1a<a href=\"https:\/\/www.forrester.com\/report\/Implement-Effective-Customer-Service-Metrics\/RES80381\" target=\"_blank\" rel=\"noopener\">Implement Effective Customer Service Metrics<\/a><\/cite><\/p><\/blockquote>\n<p>\u6e2c\u5b9a\u53ef\u80fd\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u6307\u6a19\u306f\u591a\u6570\u3042\u308a\u307e\u3059\u304c\u3001\u4e00\u5b9a\u671f\u9593\u306b\u308f\u305f\u3063\u3066\u76e3\u8996\u3059\u3079\u304d KPI \u306f\u9650\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u30ac\u30a4\u30c9\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u5fc5\u8981\u306a\u6307\u6a19\u3092\u7db2\u7f85\u3057\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u3069\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI \u3092\u8ffd\u8de1\u3059\u308b\u304b\u3001<strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u30d9\u30fc\u30b9\u306e\u6e2c\u5b9a\u30a2\u30d7\u30ed\u30fc\u30c1<\/strong>\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/customer-journey-measurement-the-essential-guide\">Customer Journey Measurement: The Essential Guide<\/a>\u300d\uff09\u3092\u4f7f\u7528\u3057\u3066\u3069\u306e\u3088\u3046\u306b<strong>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6700\u9069\u5316<\/strong>\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/improve-contact-center-optimization-customer-journeys\">How to Improve Contact Center Optimization with Customer Journeys<\/a>\u300d\uff09\u3059\u308b\u304b\u306b\u3064\u3044\u3066\u3001\u6226\u7565\u5224\u65ad\u3092\u3059\u308b\u969b\u306b\u3082\u53c2\u8003\u3068\u306a\u308b\u306f\u305a\u3067\u3059\u3002<br \/>\n<em>(*\u3053\u306e\u30d6\u30ed\u30b0\u306f\u30012022 \u5e74 12 \u6708 6 \u65e5\u306b\u521d\u516c\u958b\u3055\u308c\u3001\u305d\u306e\u5f8c\u3001\u66f4\u65b0\u3055\u308c\u3066\u3044\u307e\u3059\u3002)<\/em><\/p>\n<p>\u305d\u306e\u4ed6\u306e\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/important-kpi-for-call-center\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u6b20\u304b\u305b\u306a\u3044KPI\u7ba1\u7406\u306e\u30b3\u30c4\u3092\u89e3\u8aac<\/a><\/p>\n<p>&nbsp;<\/p>\n<p><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u91cd\u8981\u6307\u6a19\u3068 KPI 29 \u9078\u76ee\u6b21<\/strong><\/p>\n<ul>\n<li><a href=\"#cx-kpi-4\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u304a\u3051\u308b\u6307\u6a19\u3068 KPI 4\u9078<\/a><\/li>\n<li><a href=\"#call-start-kpi-4\">\u901a\u8a71\u958b\u59cb\u6307\u6a19\u3068 KPI 4\u9078<\/a><\/li>\n<li><a href=\"#performance-kpi-13\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u3068 KPI 13\u9078<\/a><\/li>\n<li><a href=\"#operator-kpi-8\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u751f\u7523\u6027\u6307\u6a19\u3068 KPI 8\u9078<\/a><\/li>\n<li><a href=\"#journey-kpi\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI\u306f\u30b8\u30e3\u30fc\u30cb\u30fc\u8996\u70b9\u3067\u78ba\u8a8d\u3059\u308b<\/a><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 id=\"cx-kpi-4\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u304a\u3051\u308b\u6307\u6a19\u3068 KPI 4\u9078<\/h2>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u30ea\u30fc\u30c0\u30fc\u9054\u306f\u3001\u305f\u3063\u305f 1\u56de\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u5931\u6557\u304c\u9867\u5ba2\u96e2\u308c\u306b\u3064\u306a\u304c\u308b\u3053\u3068\u3092\u3088\u304f\u77e5\u3063\u3066\u3044\u307e\u3059\u3002Genesys \u306e\u30ec\u30dd\u30fc\u30c8\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx-report\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u73fe\u72b6<\/a>\u300d\u306e\u8abf\u67fb\u5bfe\u8c61\u4f01\u696d\u306e 3\u5206\u306e2 \u306f\u3001<strong>\u6700\u3082\u91cd\u8981\u306a CX \u6307\u6a19\u3068\u3057\u3066\u3001\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09<\/strong>\u3092\u6319\u3052\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u4e00\u65b9\u3067 CX \u30ea\u30fc\u30c0\u30fc\u305f\u3061\u306f\u3001<strong>\u4e00\u8cab\u6027\u306e\u3042\u308b\u6307\u6a19\u306e\u6b20\u5982\u304c\u3001\u7d44\u7e54\u306e\u6210\u529f\u3092\u963b\u3080\u6700\u5927\u306e\u969c\u5bb3\u3067\u3042\u308b<\/strong>\u3068\u6307\u6458\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u5b9f\u7e3e\u306e\u3042\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u6307\u6a19\u3092\u6ce8\u8996\u3057\u7d9a\u3051\u308b\u3053\u3068\u3067\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u9867\u5ba2\u306e\u671f\u5f85\u306b\u6cbf\u3063\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u5224\u65ad\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>1. \u521d\u56de\u89e3\u6c7a\u7387<\/h3>\n<p>\u521d\u56de\u89e3\u6c7a\u7387\uff08FCR\uff09\u3068\u306f\u3001\u9867\u5ba2\u304c\u4f01\u696d\u306b<strong>\u521d\u3081\u3066\u554f\u3044\u5408\u308f\u305b\u305f\u3068\u304d\u306b\u554f\u984c\u304c\u89e3\u6c7a\u3055\u308c\u308b\u304b\u3069\u3046\u304b\u3092\u793a\u3059\u6307\u6a19<\/strong>\u3067\u3059\u3002\u591a\u304f\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30ea\u30fc\u30c0\u30fc\u306f\u3001\u3053\u308c\u3092\u6700\u3082\u91cd\u8981\u306a KPI \u3068\u3057\u3066\u8ffd\u8de1\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u521d\u56de\u89e3\u6c7a\u7387\uff08FCR\uff09\u3092\u4f4e\u304f\u7dad\u6301\u3059\u308b\u3053\u3068\u306f\u6975\u3081\u3066\u91cd\u8981\u3067\u3059\u3002\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\u304c\u5411\u4e0a\u3057\u3001\u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb\u304c\u6e1b\u5c11\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30b5\u30fc\u30d3\u30b9\u30b3\u30b9\u30c8\u3082\u8efd\u6e1b\u3059\u308b\u304b\u3089\u3067\u3059\u3002\u7d44\u7e54\u306f\u3001\u3053\u306e\u91cd\u8981\u306a KPI \u3092\u6e2c\u5b9a\u3059\u308b\u6a19\u6e96\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u6c7a\u5b9a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3088\u304f\u4f7f\u7528\u3055\u308c\u3066\u3044\u308b\u7b97\u5b9a\u6cd5\u306f\u6b21\u306e 2\u3064\u3067\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460034&#8243; css=&#8221;.vc_custom_1670010654269{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text]<em>\u307e\u305f\u306f<\/em>[\/vc_column_text][vc_single_image image=&#8221;460035&#8243; css=&#8221;.vc_custom_1670010706168{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>1\u3064\u76ee\u306e\u5f0f<\/strong>\u306b\u306f\u3059\u3079\u3066\u306e\u7740\u4fe1\u901a\u8a71\u304c\u542b\u307e\u308c\u3066\u3044\u308b\u305f\u3081\u3001\u8a08\u7b97\u7d50\u679c\u3067\u3042\u308b\u521d\u56de\u89e3\u6c7a\u7387\uff08FCR\uff09\u306e\u5024\u306f\u4f4e\u3081\u306b\u306a\u308a\u307e\u3059\u3002\u3057\u304b\u3057\u3001<strong>\u7279\u5b9a\u306e\u65e5\u3001\u9031\u306e\u554f\u984c\u89e3\u6c7a\u7387\u306b\u3064\u3044\u3066\u306f\u3001\u7cbe\u5ea6\u304c\u9ad8\u3044<\/strong>\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p><strong>2\u3064\u76ee\u306e\u5f0f\u306f\u3001<\/strong>1\u3064\u76ee\u306e\u5f0f\u3088\u308a\u3082<strong>\u6b63\u78ba\u306a\u521d\u56de\u89e3\u6c7a\u7387\uff08FCR\uff09\u3092\u7b97\u51fa<\/strong>\u3067\u304d\u307e\u3059\u3002\u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb\u3092\u9664\u5916\u3057\u3001\u521d\u56de\u306e\u901a\u8a71\u3067\u554f\u984c\u304c\u89e3\u6c7a\u3055\u308c\u308b\u5272\u5408\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3069\u3061\u3089\u306e\u5f0f\u3082\u5229\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u81ea\u793e\u306e\u30c1\u30fc\u30e0\u306b\u9069\u3057\u305f\u65b9\u3092\u9078\u629e\u3057\u307e\u3057\u3087\u3046\u3002\u306a\u304a\u3001\u95a2\u4fc2\u8005\u5168\u54e1\u306b\u521d\u56de\u89e3\u6c7a\u7387\uff08FCR\uff09\u30d1\u30e9\u30e1\u30fc\u30bf\u30fc\u3092\u3057\u3063\u304b\u308a\u7406\u89e3\u3055\u305b\u308b\u3053\u3068\u304c\u5927\u5207\u3067\u3059\u3002<\/p>\n<h3><\/h3>\n<h3>2. \u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/h3>\n<p>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068<strong>\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\u306e\u6e2c\u5b9a\u306b\u4f7f\u7528\u3055\u308c\u308b\u3053\u3068\u306e\u591a\u3044\u6307\u6a19<\/strong>\u3067\u3059\u3002\u591a\u304f\u306e\u4f01\u696d\u306b\u3068\u3063\u3066\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u306b\u9b45\u529b\u304c\u3042\u308b\u306e\u306f\u3001\u6b21\u306e\u3088\u3046\u306a\u30b7\u30f3\u30d7\u30eb\u306a\u8cea\u554f\u306b\u57fa\u3065\u3044\u3066\u3044\u308b\u304b\u3089\u3067\u3059\u3002<\/p>\n<p>\u300c\u3042\u306a\u305f\u304c [X \u793e] \u3092\u53cb\u4eba\u3084\u540c\u50da\u306b\u52e7\u3081\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u7a0b\u5ea6\u3042\u308a\u307e\u3059\u304b\uff1f\u300d<\/p>\n<p>\u9867\u5ba2\u306f 0 \uff5e 10 \u306e\u8a55\u4fa1\u30b9\u30b1\u30fc\u30eb\u3092\u4f7f\u7528\u3057\u3066\u56de\u7b54\u3057\u3001\u56de\u7b54\u306b\u3088\u3063\u3066 3\u3064\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306b\u5206\u985e\u3055\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u63a8\u5968\u8005\uff089 \uff5e 10\uff09<\/li>\n<li>\u4e2d\u7acb\u8005\uff087 \uff5e 8\uff09<\/li>\n<li>\u6279\u5224\u8005\uff080 \uff5e 6\uff09<\/li>\n<\/ul>\n<p>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u306f\u3001<strong>\u63a8\u5968\u8005\u306e\u5272\u5408\u3068\u6279\u5224\u8005\u306e\u5272\u5408\u306e\u5dee\u3068\u3057\u3066\u7b97\u51fa<\/strong>\u3055\u308c\u307e\u3059\u3002<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3><\/h3>\n<h3><\/h3>\n<h3>3. \u9867\u5ba2\u52aa\u529b\u76ee\u6a19\uff08CES\uff09<\/h3>\n<p>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u3068\u540c\u69d8\u306b\u3001\u9867\u5ba2\u52aa\u529b\u76ee\u6a19\uff08CES\uff09\u306f\u3001<strong>\u5358\u4e00\u306e\u8cea\u554f\u3092\u901a\u3058\u3066\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u3092\u6e2c\u5b9a\u3059\u308b\u6307\u6a19<\/strong>\u3067\u3059\u3002\u9867\u5ba2\u52aa\u529b\u76ee\u6a19\uff08CES\uff09\u3067\u306f\u3001\u554f\u984c\u306e\u89e3\u6c7a\u306b\u81f3\u308b\u307e\u3067\u306b\u3069\u306e\u304f\u3089\u3044\u306e\u52b4\u529b\u304c\u5fc5\u8981\u3060\u3063\u305f\u304b\u3092\u9867\u5ba2\u306b\u8a55\u4fa1\u3057\u3066\u3082\u3089\u3044\u307e\u3059\u3002\u5178\u578b\u7684\u306a\u56de\u7b54\u306f\u3001\u300c\u975e\u5e38\u306b\u5c11\u306a\u3044\u52b4\u529b\u300d\u304b\u3089\u300c\u975e\u5e38\u306b\u9ad8\u3044\u52b4\u529b\u300d\u307e\u3067\u3042\u308a\u307e\u3059\u3002CES \u306f\u30015\u6bb5\u968e\u307e\u305f\u306f 7\u6bb5\u968e\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002\u9867\u5ba2\u52aa\u529b\u76ee\u6a19\uff08CES\uff09\u306f\u6b21\u306e\u5f0f\u3067\u7b97\u51fa\u3055\u308c\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460165&#8243; css=&#8221;.vc_custom_1670249655496{margin-top: 2.0em !important;margin-bottom: 1.5em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3>4. \u9867\u5ba2\u6e80\u8db3\uff08<span lang=\"EN-US\">CSAT<\/span>\uff09<\/h3>\n<p class=\"MsoNormal\" style=\"margin-bottom: 8.0pt; line-height: 107%;\">\u9867\u5ba2\u6e80\u8db3\uff08<span lang=\"EN-US\">CSAT<\/span>\uff09\u306f\u3001\u9867\u5ba2\u304c<b>\u4f01\u696d\u306e\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u306e\u304f\u3089\u3044\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u5224\u65ad\u3059\u308b\u305f\u3081\u306b\u3088\u304f\u4f7f\u7528\u3055\u308c\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\uff08<span lang=\"EN-US\">CX<\/span>\uff09\u6307\u6a19<\/b>\u3067\u3059\u3002\u9867\u5ba2\u6e80\u8db3\uff08<span lang=\"EN-US\">CSAT<\/span>\uff09\u306f\u3001\u9867\u5ba2\u8abf\u67fb\u306e\u6700\u5f8c\u306b<span lang=\"EN-US\"> 5 <\/span>\u6bb5\u968e\u306e\u30b9\u30b1\u30fc\u30eb\u3092\u4f7f\u7528\u3057\u3066\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002\u56de\u7b54\u306f\u300c\u975e\u5e38\u306b\u6e80\u8db3\u300d\u304b\u3089\u300c\u975e\u5e38\u306b\u4e0d\u6e80\u300d\u307e\u3067\u3042\u308a\u307e\u3059\u3002<\/p>\n<p class=\"MsoNormal\" style=\"margin-bottom: 8.0pt; line-height: 107%;\">\u9867\u5ba2\u6e80\u8db3\uff08<span lang=\"EN-US\">CSAT<\/span>\uff09\u30b9\u30b3\u30a2\u306f\u3001\u591a\u304f\u306e\u5834\u5408<span lang=\"EN-US\"> 0 <\/span>\uff5e<span lang=\"EN-US\"> 100% <\/span>\u306e\u30b9\u30b1\u30fc\u30eb\u3067\u8868\u3055\u308c\u307e\u3059\u3002\u30b9\u30b3\u30a2\u306f\u6b21\u306e\u5f0f\u3092\u4f7f\u7528\u3057\u3066\u7b97\u51fa\u3055\u308c\u307e\u3059\u3002\u305d\u306e\u969b\u306b\u8003\u616e\u3055\u308c\u308b\u306e\u306f<span lang=\"EN-US\"> 4<\/span>\uff08\u6e80\u8db3\uff09\u3068<span lang=\"EN-US\"> 5<\/span>\uff08\u975e\u5e38\u306b\u6e80\u8db3\uff09\u306e\u56de\u7b54\u306e\u307f\u3067\u3059\u3002\u307b\u3068\u3093\u3069\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08<span lang=\"EN-US\">CX<\/span>\uff09\u62c5\u5f53\u8005\u304c\u3001\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u8abf\u67fb\u3067\u5f97\u3089\u308c\u308b\u3053\u308c\u3089<span lang=\"EN-US\"> 2<\/span>\u3064\u306e\u6700\u9ad8\u8a55\u4fa1\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\uff08\u9867\u5ba2\u7dad\u6301\uff09\u3092\u6b63\u78ba\u306b\u4e88\u6e2c\u3067\u304d\u308b\u3068\u8003\u3048\u3066\u3044\u308b\u304b\u3089\u3067\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/use-sentiment-analysis-to-put-your-mind-at-ease\"><span data-sheets-root=\"1\">\u611f\u60c5\u5206\u6790\u3092\u5229\u7528\u3057\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a<\/span><\/a>[\/vc_column_text][vc_single_image image=&#8221;460037&#8243; css=&#8221;.vc_custom_1670015542464{margin-top: 2.0em !important;border-bottom-width: 2.0em !important;}&#8221;][\/vc_column][\/vc_row][vc_row][vc_column css=&#8221;.vc_custom_1670273520605{margin-top: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 id=\"call-start-kpi-4\">\u901a\u8a71\u958b\u59cb\u6307\u6a19\u3068 KPI 4\u9078<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3078\u306e\u6700\u521d\u306e\u554f\u3044\u5408\u308f\u305b\u306f\u3001\u9867\u5ba2\u304c\u62b1\u304f\u4f01\u696d\u306e\u5370\u8c61\u306b\u5f37\u3044\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002\u9867\u5ba2\u306b\u3068\u3063\u3066\u4f01\u696d\u306b\u554f\u3044\u5408\u308f\u305b\u308b\u3053\u3068\u306f\u3001\u6642\u9593\u306e\u5927\u304d\u306a\u6295\u8cc7\u3067\u3059\u3002\u4f01\u696d\u304c\u9867\u5ba2\u3068\u3069\u306e\u3088\u3046\u306b\u95a2\u308f\u308b\u304b\u306f\u3001\u9867\u5ba2\u306e\u90fd\u5408\u3092\u3069\u308c\u304f\u3089\u3044\u5c0a\u91cd\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>Forrester \u306e\u8abf\u67fb\u306b\u3088\u308c\u3070\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u306e\u7c73\u56fd\u6210\u4eba\u306e 3\u5206\u306e2 \u8fd1\u304f\u306f\u3001\u9867\u5ba2\u306e\u6642\u9593\u3092\u5927\u5207\u306b\u3059\u308b\u3053\u3068\u304c\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u3068\u3063\u3066\u6700\u3082\u91cd\u8981\u3060\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u3064\u306a\u304c\u308b\u524d\u304b\u3089\u3001\u4fdd\u7559\u3067\u5f85\u305f\u3055\u308c\u305f\u6642\u9593\u3068\u3069\u306e\u3088\u3046\u306b\u5f85\u3061\u6642\u9593\u3092\u4f1d\u3048\u3089\u308c\u305f\u304b\u306b\u57fa\u3065\u3044\u3066\u4f1a\u793e\u306e\u826f\u3057\u60aa\u3057\u3092\u5224\u65ad\u3057\u307e\u3059\u3002\u3053\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306e\u6307\u6a19\u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u554f\u3044\u5408\u308f\u305b\u306e\u958b\u59cb\u304b\u3089\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3059\u308b\u307e\u3067\u306e\u6c7a\u5b9a\u7684\u306a\u671f\u9593\u306b\u3064\u3044\u3066\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5f97\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u53c2\u7167\uff1a\u30db\u30ef\u30a4\u30c8\u30da\u30fc\u30d1\u30fc\u300c<a href=\"https:\/\/khoros.com\/resources\/forrester-report-getting-to-know-your-customers\">Getting to know your customer<\/a>\u300d<\/p>\n<h3><\/h3>\n<h3>1. \u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/h3>\n<p>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\u3068\u306f\u3001\u9867\u5ba2\u304c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3064\u306a\u304c\u308b\u307e\u3067\u306b\u5f85\u305f\u306a\u304f\u3066\u306f\u306a\u3089\u306a\u3044\u6642\u9593\u3067\u3059\u3002\u591a\u304f\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3053\u306e\u6570\u5024\u3092\u6bce\u65e5\u3001\u6bce\u9031\u78ba\u8a8d\u3057\u3066\u3044\u307e\u3059\u304c\u3001\u5e74\u9593\u306e\u50be\u5411\u3082\u8a55\u4fa1\u3057\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460040&#8243; css=&#8221;.vc_custom_1670015921831{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>2. \u8a71\u4e2d\u7387<\/h3>\n<p>\u3053\u306e\u6307\u6a19\u304b\u3089\u3001\u96fb\u8a71\u3092\u304b\u3051\u305f\u3068\u304d\u306b\u8a71\u3057\u4e2d\u306b\u306a\u3063\u305f\u9867\u5ba2\u306e\u6570\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5927\u534a\u306e\u30d3\u30b8\u30cd\u30b9\u3067\u306f\u3001<strong>\u8a71\u4e2d\u7387\u304c\u975e\u5e38\u306b\u4f4e\u304f\u306a\u308b\u3053\u3068\u304c\u7406\u60f3<\/strong>\u3067\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460041&#8243; css=&#8221;.vc_custom_1670016029468{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\u3053\u306e\u6307\u6a19\u304c\u60f3\u5b9a\u4ee5\u4e0a\u306b\u9ad8\u3044\u5834\u5408\u306f\u3001\u7740\u4fe1\u3092\u51e6\u7406\u3059\u308b\u80fd\u529b\u304c\u30b7\u30b9\u30c6\u30e0\u306b\u3042\u308b\u304b\u3069\u3046\u304b\u3092\u898b\u76f4\u3059\u5fc5\u8981\u304c\u3042\u308b\u3067\u3057\u3087\u3046\u3002\u307e\u305f\u3001\u901a\u8a71\u6642\u9593\u304c\u904e\u5270\u306b\u9577\u304f\u306a\u3044\u304b\u3001\u3080\u3084\u307f\u306b\u8a71\u3057\u4e2d\u3092\u5897\u3084\u3057\u3066\u3044\u306a\u3044\u304b\u3092\u78ba\u8a8d\u3059\u308b\u306e\u3082\u6709\u52b9\u3067\u3059\u3002<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>3. \u5e73\u5747\u901a\u8a71\u96e2\u8131\u7387<\/h3>\n<p>\u4fdd\u7559\u3067\u5f85\u305f\u3055\u308c\u308b\u6642\u9593\u304c\u9577\u3059\u304e\u308b\u3068\u3001\u9867\u5ba2\u304c\u901a\u8a71\u3092\u653e\u68c4\u3059\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u304f\u306a\u308a\u307e\u3059\u3002\u901a\u8a71\u3092\u653e\u68c4\u3057\u305f\u9867\u5ba2\u306f\u5f37\u3044\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u611f\u3058\u3001\u4f01\u696d\u306b\u5bfe\u3057\u3066\u5931\u671b\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u306f\u3001\u8ca9\u58f2\u53d6\u5f15\u306b\u95a2\u3059\u308b\u554f\u3044\u5408\u308f\u305b\u306e\u3068\u304d\u3088\u308a\u3082\u3001\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u306e\u3068\u304d\u306e\u65b9\u304c\u4fdd\u7559\u306b\u5bfe\u3057\u3066\u5bdb\u5bb9\u306a\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<strong>\u4e00\u822c\u7684\u306b\u3001\u96e2\u8131\u7387\u304c 5% \u672a\u6e80\u306e\u5834\u5408\u306f\u8a31\u5bb9\u7bc4\u56f2<\/strong>\u3068\u898b\u306a\u3055\u308c\u307e\u3059\u304c\u3001\u305d\u308c\u3092\u8d85\u3048\u308b\u5834\u5408\u306f\u554f\u984c\u306e\u5fb4\u5019\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460173&#8243; css=&#8221;.vc_custom_1670016359875{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\u3053\u306e\u5f0f\u3092\u4f7f\u7528\u3059\u308b\u969b\u3001\u307b\u3068\u3093\u3069\u306e\u4f01\u696d\u3067\u306f\u6700\u521d\u306e 5 \u79d2\u9593\u306b\u653e\u68c4\u3055\u308c\u305f\u901a\u8a71\u3082\u9664\u5916\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u901a\u8a71\u306e\u307b\u3068\u3093\u3069\u306f\u3001\u9593\u9055\u3044\u96fb\u8a71\u306b\u3059\u3050\u306b\u6c17\u4ed8\u3044\u305f\u5834\u5408\u3060\u304b\u3089\u3067\u3059\u3002<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>4. \u901a\u8a71\u4fdd\u7559\u7387<\/h3>\n<p>\u3053\u306e\u6307\u6a19\u306b\u3088\u308a\u3001<strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u901a\u8a71\u306e\u6570\u3068\u4fdd\u7559\u4e2d\u306e\u901a\u8a71\u306e\u6570\u3092\u7c21\u5358\u306b\u628a\u63e1<\/strong>\u3067\u304d\u307e\u3059\u3002\u3053\u306e KPI \u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u6bce\u65e5\u4f7f\u7528\u3055\u308c\u3066\u304a\u308a\u3001\u30c1\u30fc\u30e0\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u4fdd\u7559\u4e2d\u306e\u901a\u8a71\u304c\u591a\u3059\u304e\u308b\u5834\u5408\u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/improve_employee_experience_for_customer_satisfaction\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u52b9\u7387\u7684\u306a\u50cd\u304d\u65b9\u3092\u6307\u5c0e<\/a>\u3057\u3066\u3001\u4fdd\u7559\u3092\u6e1b\u3089\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306f\u5fdc\u7b54\u6642\u9593\u3084\u96e2\u8131\u7387\u306a\u3069\u6307\u6a19\u3092\u4e0b\u3052\u308b\u305f\u3081\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1670273274579{padding-bottom: -1.5em !important;}&#8221;][vc_column css=&#8221;.vc_custom_1670273537770{margin-top: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 id=\"performance-kpi-13\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u3068 KPI 13\u9078<\/h2>\n<p>\u3053\u3053\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5e45\u5e83\u3044<strong>\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7d4c\u6642\u7684\u306b\u8a55\u4fa1\u3059\u308b\u6307\u6a19<\/strong>\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u30ea\u30fc\u30c0\u30fc\u306f\u3001\u3053\u308c\u3089\u306e KPI \u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u30d4\u30fc\u30af\u6642\u9593\u5e2f\u3092\u7279\u5b9a\u3057\u3001\u5909\u5316\u3059\u308b\u50be\u5411\u3092\u8a55\u4fa1\u3057\u3001\u4eba\u54e1\u914d\u7f6e\u306e\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u65e5\u3005\u306e\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u72b6\u6cc1\u3092\u628a\u63e1\u3057\u3001\u6226\u7565\u7684\u306a\u6700\u9069\u5316\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u3001\u3053\u308c\u3089\u306e KPI \u3092\u5229\u7528\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u3089\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6307\u6a19\u3068 KPI \u3092\u4f7f\u7528\u3057\u3066\u3001\u65b0\u88fd\u54c1\u306e\u767a\u58f2\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u306a\u3069\u306e\u4f01\u696d\u306e\u53d6\u308a\u7d44\u307f\u304c\u3001\u30b3\u30fc\u30eb\u4ef6\u6570\u306a\u3069\u306e\u6307\u6a19\u306b\u3069\u306e\u3088\u3046\u306b\u5f71\u97ff\u3059\u308b\u304b\u3092\u5224\u65ad\u3059\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>1. \u51e6\u7406\u30b3\u30fc\u30eb\u6570<\/h3>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u7279\u5b9a\u306e\u6642\u9593\u67a0\u306b\u5bfe\u5fdc\u3057\u305f\u3059\u3079\u3066\u306e\u901a\u8a71\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u305f\u3060\u3057\u3001\u653e\u68c4\u3055\u308c\u305f\u901a\u8a71\u306f\u901a\u5e38\u542b\u307e\u308c\u307e\u305b\u3093\u3002\u3053\u306e\u6307\u6a19\u306f\u4e00\u822c\u306b 2\u3064\u306e\u30b3\u30fc\u30eb\u30b0\u30eb\u30fc\u30d7\u306b\u5206\u985e\u3055\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3088\u3063\u3066\u51e6\u7406\u3055\u308c\u305f\u30b3\u30fc\u30eb\u306e\u5408\u8a08<\/strong><\/li>\n<li><strong>\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\u88c5\u7f6e\uff08IVR\uff09\u306b\u3088\u3063\u3066\u51e6\u7406\u3055\u308c\u305f\u30b3\u30fc\u30eb\u306e\u5408\u8a08<\/strong><\/li>\n<\/ul>\n<h3><\/h3>\n<h3><\/h3>\n<h3>2. \u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30b3\u30fc\u30eb<\/h3>\n<p>\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30b3\u30fc\u30eb\uff08CPC\uff09\u6307\u6a19\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u95a2\u3059\u308b\u91cd\u8981\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3057\u3001\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u306e\u6700\u9069\u5316\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u51e6\u7406\u3059\u308b\u5404\u30b3\u30fc\u30eb\u306e\u5e73\u5747\u30b3\u30b9\u30c8<\/strong>\u3067\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460042&#8243; css=&#8221;.vc_custom_1670016643926{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\u591a\u304f\u306e\u4f01\u696d\u306f\u3001\u3053\u306e KPI \u306e\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u76ee\u6a19\u3092\u4e0a\u56de\u3063\u3066\u3044\u308b\u304b\u4e0b\u56de\u3063\u3066\u3044\u308b\u304b\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002<\/p>\n<h3>3. \u7740\u4fe1\u6570<\/h3>\n<p>\u3053\u306e\u6307\u6a19\u306f<strong>\u7279\u5b9a\u306e\u6642\u9593\u67a0\u306b\u767a\u751f\u3057\u305f\u7740\u4fe1\u306e\u4ef6\u6570<\/strong>\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3053\u306e KPI \u306e\u65e5\u5358\u4f4d\u306e\u52d5\u5411\u3092\u3001\u7d4c\u55b6\u9663\u306f\u9577\u671f\u7684\u306a\u50be\u5411\u3092\u898b\u3066\u3044\u307e\u3059\u3002\u7740\u4fe1\u6570\u306e\u6642\u9593\u67a0\u306f 1\u65e5\u30011\u6642\u9593\u30011\u5206\u3042\u305f\u308a\u306a\u3069\u3001\u4f01\u696d\u306e\u898f\u6a21\u306b\u3088\u3063\u3066\u7570\u306a\u308a\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460177&#8243; css=&#8221;.vc_custom_1670016884146{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3>4. \u30d4\u30fc\u30af\u6642\u9593\u5e2f<\/h3>\n<p>\u30d3\u30b8\u30cd\u30b9\u306e\u7a2e\u985e\u3092\u554f\u308f\u305a\u3001<strong>\u7740\u4fe1\u30b3\u30fc\u30eb\u4ef6\u6570\u304c\u6700\u5927\u306b\u306a\u308b\u6642\u9593<\/strong>\u3092\u76e3\u8996\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e KPI \u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u4eba\u54e1\u914d\u7f6e\u306e\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3057\u3001\u30d4\u30fc\u30af\u6642\u9593\u5e2f\u306e\u305f\u3081\u306e\u30c1\u30fc\u30e0\u3092\u7528\u610f\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>5. \u6700\u9577\u4fdd\u7559\u6642\u9593<\/h3>\n<p>\u4fdd\u7559\u306e\u6642\u9593\u306f\u9867\u5ba2\u306b\u3068\u3063\u3066\u82e6\u75db\u3067\u3042\u308b\u3053\u3068\u304c\u5b9f\u8a3c\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u4f01\u696d\u306f\u3053\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306e\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u9867\u5ba2\u304c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3064\u306a\u304c\u308b\u307e\u3067\u306b\u5f85\u305f\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u304b\u3063\u305f\u6700\u9577\u306e\u6642\u9593\u3092\u77e5\u308a\u3001\u305d\u308c\u3092\u5e38\u306b\u4e0b\u56de\u308b\u3088\u3046\u52aa\u529b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u6700\u9577\u4fdd\u7559\u6642\u9593\u306f\u30011\u4eba\u306e\u9867\u5ba2\u304c\u4fdd\u7559\u306b\u306a\u3063\u3066\u3044\u305f\u6700\u9577\u6642\u9593\u3092\u793a\u3059\u6307\u6a19<\/strong>\u3067\u3059\u3002<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>6. \u5e73\u5747\u30b3\u30fc\u30eb\u6642\u9593<\/h3>\n<p>\u3053\u306e\u6307\u6a19\u306f\u3001\u7279\u5b9a\u306e\u671f\u9593\u306e\u30b3\u30fc\u30eb\u306e\u5e73\u5747\u7684\u306a\u9577\u3055\u306b\u95a2\u3059\u308b\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3053\u308c\u3092\u5229\u7528\u3057\u3066\u30c1\u30fc\u30e0\u306e\u671f\u5f85\u5024\u3092\u8a2d\u5b9a\u3057\u3001\u30ef\u30fc\u30af\u30ed\u30fc\u30c9\u7ba1\u7406\u306b\u5f79\u7acb\u3066\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460044&#8243; css=&#8221;.vc_custom_1670017124182{margin-top: 2.0em !important;border-bottom-width: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3>7. \u554f\u3044\u5408\u308f\u305b\u5e73\u5747\u7d4c\u904e\u6642\u9593<\/h3>\n<p class=\"MsoNormal\" style=\"margin-bottom: 8.0pt; line-height: 107%;\">\u554f\u3044\u5408\u308f\u305b\u5e73\u5747\u7d4c\u904e\u6642\u9593\u3068\u306f\u3001\u521d\u56de\u3067\u89e3\u6c7a\u3067\u304d\u306a\u304b\u3063\u305f<b>\u554f\u3044\u5408\u308f\u305b\u304c\u672a\u89e3\u6c7a\u306e\u307e\u307e\u7d4c\u904e\u3057\u305f\u6642\u9593<\/b>\u3092\u6307\u3057\u307e\u3059\u3002\u554f\u3044\u5408\u308f\u305b\u5e73\u5747\u7d4c\u904e\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u306f\u3001\u660e\u3089\u304b\u306b\u826f\u3044\u76ee\u6a19\u3067\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u521d\u56de\u89e3\u6c7a\u7387\uff08<span lang=\"EN-US\">FCR<\/span>\uff09\u3092\u88dc\u5b8c\u3059\u308b\u3082\u306e\u3067\u3001\u672a\u89e3\u6c7a\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u3069\u306e\u304f\u3089\u3044\u306e\u6642\u9593\u304c\u304b\u304b\u308b\u306e\u304b\u3092\u78ba\u8a8d\u3059\u308b\u969b\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;460181&#8243; css=&#8221;.vc_custom_1670017363695{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3>8. \u30b3\u30fc\u30eb\u30d0\u30c3\u30af\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0<\/h3>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3064\u306a\u304c\u308b\u307e\u3067\u306e\u5f85\u3061\u6642\u9593\u304c\u9577\u304f\u306a\u3089\u306a\u3044\u3088\u3046\u3001\u591a\u304f\u306e\u4f01\u696d\u3067\u306f\u3001\u9867\u5ba2\u306b\u6298\u308a\u8fd4\u3057\u96fb\u8a71\u3092\u304b\u3051\u308b\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u7279\u5b9a\u306e\u671f\u9593\u306e<strong>\u30b3\u30fc\u30eb\u30d0\u30c3\u30af\u30ea\u30af\u30a8\u30b9\u30c8\u306e\u4ef6\u6570<\/strong>\u3092\u8ffd\u8de1\u3057\u3066\u3001\u3053\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u9078\u629e\u3057\u305f\u9867\u5ba2\u306e\u6570\u3092\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u4f01\u696d\u306f\u3053\u306e KPI \u3092\u4f7f\u7528\u3057\u3066\u3001\u30b3\u30fc\u30eb\u30d0\u30c3\u30af\u51e6\u7406\u306e\u4eba\u54e1\u914d\u7f6e\u8981\u4ef6\u3092\u8a55\u4fa1\u3057\u3001\u5168\u4f53\u7684\u306a\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3><\/h3>\n<h3>9. \u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb<\/h3>\n<p>\u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb\u7387\u306f\u521d\u56de\u89e3\u6c7a\u7387\uff08FCR\uff09\u3068\u5bc6\u63a5\u306b\u95a2\u9023\u3057\u3066\u304a\u308a\u3001\u7279\u5b9a\u306e\u554f\u984c\u306e\u518d\u767a\u3001\u3064\u307e\u308a<strong>\u521d\u56de\u306e\u901a\u8a71\u3067\u89e3\u6c7a\u3067\u304d\u306a\u304b\u3063\u305f\u554f\u984c\u306e\u767a\u751f\u72b6\u6cc1\u3092\u628a\u63e1\u3059\u308b<\/strong>\u969b\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb\u7387\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u304c\u76f4\u9762\u3059\u308b\u518d\u767a\u306e\u591a\u3044\u554f\u984c\u3092\u7279\u5b9a\u3057\u3001\u89e3\u6c7a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30fb\u30aa\u30d7\u30b7\u30e7\u30f3\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u901a\u3058\u3066\u9054\u6210\u3067\u304d\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460183&#8243; css=&#8221;.vc_custom_1670017551970{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3>10. \u30c1\u30e3\u30cd\u30eb\u30df\u30c3\u30af\u30b9<\/h3>\n<p>\u73fe\u5728\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u96fb\u8a71\u306b\u5bfe\u5fdc\u3059\u308b\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u30aa\u30f3\u30e9\u30a4\u30f3\u30c1\u30e3\u30cd\u30eb\u3084\u30e2\u30d0\u30a4\u30eb\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u3082\u5bfe\u5fdc\u3059\u308b\u8cac\u4efb\u304c\u3042\u308a\u307e\u3059\u3002\u9867\u5ba2\u304c\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u306b\u79fb\u884c\u3059\u308b\u50be\u5411\u3092\u898b\u305b\u308b\u4e2d\u3001\u901a\u8a71\u304c\u6e1b\u5c11\u3059\u308b\u4e00\u65b9\u3067\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/how-to-select-ivr\">\u97f3\u58f0\u30dc\u30c3\u30c8<\/a>\u3084<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-a-chatbot\">\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8<\/a>\u306a\u3069\u306e\u4ed6\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30c1\u30e3\u30cd\u30eb\u304c\u6210\u9577\u3059\u308b\u3068\u898b\u8fbc\u307e\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3>11. \u30c1\u30e3\u30cd\u30eb\u5185\u89e3\u6c7a\u7387<\/h3>\n<p>\u4f01\u696d\u306f\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u3092\u8ffd\u52a0\u3057\u3066\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\u3092\u5411\u4e0a\u3055\u305b\u306a\u304c\u3089\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30b3\u30b9\u30c8\u3092\u524a\u6e1b\u3057\u3066\u3044\u308b\u305f\u3081\u3001\u3053\u308c\u3089\u306e\u30c1\u30e3\u30cd\u30eb\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u628a\u63e1\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/benefit-challenge-strategy-of-omnichannel\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb<\/a>\u884c\u52d5\u3092\u6e2c\u5b9a\u3059\u308b\u6700\u3082\u4e00\u822c\u7684\u306a\u65b9\u6cd5\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u5185\u89e3\u6c7a\u7387\u306e\u8a08\u7b97\u3067\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u3001\u3042\u308b\u7279\u5b9a\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u958b\u59cb\u3055\u308c\u305f\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u304c\u3001<strong>\u5225\u306e\u30c1\u30e3\u30cd\u30eb\u306b\u5207\u308a\u66ff\u3048\u308b\u5fc5\u8981\u306a\u304f\u89e3\u6c7a\u3055\u308c\u305f\u5272\u5408<\/strong>\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460047&#8243; css=&#8221;.vc_custom_1670017916399{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>12. \u30c1\u30e3\u30cd\u30eb\u5207\u66ff\u7387<\/h3>\n<p>\u305d\u308c\u3068\u306f\u53cd\u5bfe\u306b\u3001\u30c1\u30e3\u30cd\u30eb\u5207\u66ff\u7387\u306f\u3001\u7279\u5b9a\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u554f\u3044\u5408\u308f\u305b\u3092\u958b\u59cb\u3057\u305f<strong>\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u524d\u306b\u5225\u306e\u30c1\u30e3\u30cd\u30eb\u306b\u5207\u308a\u66ff\u3048\u305f\u5272\u5408<\/strong>\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460048&#8243; css=&#8221;.vc_custom_1670017997926{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>13. \u30bf\u30a4\u30d7\u5225\u51e6\u7406\u30b3\u30fc\u30eb\u5272\u5408<\/h3>\n<p>\u591a\u304f\u306e\u4f01\u696d\u3067\u306f\u3001\u53d7\u4fe1\u3059\u308b\u3055\u307e\u3056\u307e\u306a\u30bf\u30a4\u30d7\u306e\u30b3\u30fc\u30eb\u3092\u5206\u6790\u3059\u308b\u305f\u3081\u306e\u6307\u6a19\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u7d4c\u55b6\u5e79\u90e8\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u7bc4\u56f2\u5168\u4f53\u306b\u308f\u305f\u3063\u3066\u3053\u306e\u60c5\u5831\u3092\u78ba\u8a8d\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u91cd\u5927\u306a\u50be\u5411\u3092\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u5272\u308a\u5f53\u3066\u304c\u554f\u3044\u5408\u308f\u305b\u306e\u30bf\u30a4\u30d7\u306b\u5408\u3063\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u5224\u65ad\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u8ffd\u8de1\u5bfe\u8c61\u3068\u306a\u308b\u4e00\u822c\u7684\u306a\u554f\u3044\u5408\u308f\u305b\u306e\u30bf\u30a4\u30d7\u306f\u6b21\u306e\u3068\u304a\u308a\u3067\u3059\u3002<\/p>\n<ul>\n<li><strong>\u6ce8\u6587\u306e\u53d7\u4ed8\u3068\u8ffd\u8de1<\/strong><\/li>\n<li><strong>\u8cea\u554f\u3084\u554f\u3044\u5408\u308f\u305b<\/strong><\/li>\n<li><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8<\/strong><\/li>\n<li><strong>\u82e6\u60c5<\/strong><\/li>\n<li><strong>\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u30b3\u30fc\u30eb\u306e\u8ee2\u9001<\/strong><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 id=\"operator-kpi-8\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u751f\u7523\u6027\u6307\u6a19\u3068 KPI 8\u9078<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u63a5\u5ba2\u3092\u62c5\u5f53\u3057\u3001\u9867\u5ba2\u3092\u5e38\u306b\u6700\u512a\u5148\u306b\u8003\u3048\u306a\u304c\u3089\u3001\u52b9\u7387\u7684\u306b\u6f0f\u308c\u306a\u304f\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3057\u307e\u3059\u3002\u3053\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI \u30bb\u30c3\u30c8\u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u30c1\u30fc\u30e0\u30ec\u30d9\u30eb\u307e\u305f\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30ec\u30d9\u30eb\u3067\u628a\u63e1\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u30c7\u30a3\u30ec\u30af\u30bf\u30fc\u3068\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u3053\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u6d3b\u7528\u3057\u3066\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u4e0a\u3052\u308b\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u4e0e\u3048\u305f\u308a\u3001\u4e0d\u8db3\u3092\u88dc\u3063\u305f\u308a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u3053\u306e\u30c7\u30fc\u30bf\u3092\u5229\u7528\u3057\u3066\u30c1\u30fc\u30e0\u306e\u6210\u529f\u3092\u79f0\u8cdb\u3057\u305f\u308a\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u6700\u3082\u512a\u79c0\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5831\u5968\u3092\u4e0e\u3048\u305f\u308a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/improve_employee_experience_for_customer_satisfaction\"><span data-sheets-root=\"1\">\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a\u306e\u305f\u3081\u306e\u5f93\u696d\u54e1\u306e\u7d4c\u9a13\u5024\u306e\u5f62\u6210\u00a0<\/span><\/a><\/p>\n<h3><\/h3>\n<h3>1. \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u7a3c\u50cd\u7387<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306f\u3001\u52b4\u50cd\u96c6\u7d04\u7684\u306a\u4ed5\u4e8b\u306b\u306a\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u30c1\u30fc\u30e0\u30e1\u30f3\u30d0\u30fc\u304c\u6642\u9593\u3092\u52b9\u7387\u7684\u306b\u4f7f\u7528\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001<strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u7a3c\u50cd\u7387\u306b\u3088\u3063\u3066\u30c1\u30fc\u30e0\u306e\u751f\u7523\u6027\u3092\u8a55\u4fa1\u3067\u304d\u307e\u3059<\/strong>\u3002<\/p>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u7a3c\u50cd\u7387\u306e\u63a8\u5b9a\u5024\u3092\u6c42\u3081\u308b\u306b\u306f\u3001\u5b9f\u969b\u306e\u4ed5\u4e8b\u91cf\u3092\u52e4\u52d9\u6642\u9593\u3067\u5272\u308a\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c 1\u65e5 8\u6642\u9593\u306e\u3046\u3061 6\u6642\u9593\u4ed5\u4e8b\u3092\u3057\u305f\u5834\u5408\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u7a3c\u50cd\u7528\u7387\u306f 75% \u306b\u306a\u308a\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460050&#8243; css=&#8221;.vc_custom_1670246190346{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\u305f\u3060\u3057\u3001\u6b63\u78ba\u306a\u5024\u3092\u6c42\u3081\u308b\u306b\u306f\u3001\u4f11\u61a9\u3001\u663c\u98df\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3001\u4f11\u6687\u3001\u75c5\u6b20\u306a\u3069\u306e\u5909\u6570\u3092\u8a08\u7b97\u306b\u5165\u308c\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3><\/h3>\n<h3>2. \u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u9075\u5b88<\/h3>\n<p>\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u9075\u5b88\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u52e4\u52d9\u6642\u9593\u3092\u3069\u306e\u304f\u3089\u3044\u3046\u307e\u304f\u7ba1\u7406\u3057\u3066\u3044\u308b\u304b\u3092\u8a55\u4fa1\u3059\u308b\u3001<strong>\u751f\u7523\u6027\u306b\u95a2\u9023\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6307\u6a19<\/strong>\u3067\u3059\u3002\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u9075\u5b88\u304c\u9ad8\u3044\u3068\u3044\u3046\u3053\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30a8\u30cd\u30eb\u30ae\u30fc\u306e\u5927\u534a\u3092\u9867\u5ba2\u306e\u554f\u984c\u306b\u5bfe\u51e6\u3059\u308b\u3053\u3068\u306b\u96c6\u4e2d\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u591a\u304f\u306e\u4eba\u306f\u3001\u9075\u5b88\u7387 80% \u304c\u9069\u5207\u306a\u76ee\u6a19\u3067\u3042\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460053&#8243; css=&#8221;.vc_custom_1670246278822{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p>&nbsp;<\/p>\n<h3>3. 1 \u6642\u9593\u3042\u305f\u308a\u306e\u5fdc\u7b54\u30b3\u30fc\u30eb\u6570<\/h3>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c <strong>1\u6642\u9593\u3042\u305f\u308a\u4f55\u4ef6\u306e\u7740\u4fe1\u306b\u5fdc\u7b54\u3057\u3066\u3044\u308b\u304b<\/strong>\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u306f\u3001\u751f\u7523\u6027\u306e\u6307\u6a19\u3068\u3057\u3066\u9069\u5207\u3067\u3059\u3002\u305f\u3060\u3057\u3001\u3053\u306e\u6307\u6a19\u306f\u5b63\u7bc0\u306e\u30b3\u30fc\u30eb\u4ef6\u6570\u3001\u30b7\u30d5\u30c8\u306e\u5909\u66f4\u306a\u3069\u306e\u8981\u56e0\u306b\u3088\u3063\u3066\u5909\u52d5\u3059\u308b\u3053\u3068\u304c\u3042\u308b\u3053\u3068\u306b\u6ce8\u610f\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460054&#8243; css=&#8221;.vc_custom_1670246566678{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p>&nbsp;<\/p>\n<h3>4. \u5e73\u5747\u5fdc\u7b54\u6642\u9593\uff08ASA\uff09<\/h3>\n<p>\u5e73\u5747\u5fdc\u7b54\u6642\u9593\uff08ASA\uff09\u3068\u306f\u3001<strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5f85\u6a5f\u4e2d\u306e\u30b3\u30fc\u30eb\u306b\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u6642\u9593<\/strong>\u3092\u6307\u3057\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u304c\u5927\u304d\u3059\u304e\u308b\u5834\u5408\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u901a\u8a71\u306b\u6642\u9593\u3092\u304b\u3051\u3059\u304e\u3066\u3044\u308b\u304b\u3001\u65b0\u3057\u3044\u7740\u4fe1\u3078\u306e\u5fdc\u7b54\u306b\u6642\u9593\u304c\u304b\u304b\u308a\u3059\u304e\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u6307\u6a19\u306f\u3001\u3044\u304f\u3089\u304b\u306e\u52d5\u6a5f\u4ed8\u3051\u3068\u30b3\u30fc\u30c1\u30f3\u30b0\u3060\u3051\u3067\u6539\u5584\u3067\u304d\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u6539\u5584\u3067\u304d\u306a\u3044\u5834\u5408\u306f\u3001\u65b0\u3057\u3044\u30d7\u30ed\u30bb\u30b9\u3084\u30ef\u30fc\u30af\u30c4\u30fc\u30eb\u304c\u5f79\u7acb\u3064\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002[\/vc_column_text][vc_single_image image=&#8221;460056&#8243; css=&#8221;.vc_custom_1670246650762{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3><span lang=\"ZH-TW\" style=\"mso-fareast-language: ZH-TW;\">5. \u5e73\u5747\u51e6\u7406\u6642\u9593\uff08<\/span><span lang=\"EN-US\" style=\"mso-fareast-language: ZH-TW;\">AHT<\/span><span lang=\"ZH-TW\" style=\"mso-fareast-language: ZH-TW;\">\uff09<\/span><\/h3>\n<p class=\"MsoNormal\" style=\"margin-bottom: 8.0pt; line-height: 107%;\">\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08<span lang=\"EN-US\">AHT<\/span>\uff09\u3068\u306f\u3001<b>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u901a\u8a71\u306b\u304b\u3051\u305f\u5e73\u5747\u6642\u9593<\/b>\u3092\u6307\u3057\u307e\u3059\u3002<span lang=\"EN-US\">AHT <\/span>\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30b3\u30fc\u30eb\u306b\u5fdc\u7b54\u3057\u305f\u6642\u306b\u59cb\u307e\u308a\u3001\u5207\u65ad\u3057\u305f\u6642\u306b\u7d42\u308f\u308a\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u3092\u7d4c\u6642\u7684\u306b\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u3055\u307e\u3056\u307e\u306a\u30bf\u30a4\u30d7\u306e\u30b3\u30fc\u30eb\u306e\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u7279\u5b9a\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u57fa\u6e96\u5024\u3092\u8a2d\u5b9a\u3067\u304d\u307e\u3059\u3002<\/p>\n<p class=\"MsoNormal\" style=\"margin-bottom: 8.0pt; line-height: 107%;\">\u5b9a\u671f\u7684\u306b\u3053\u306e\u3057\u304d\u3044\u5024\u3092\u8d85\u3048\u3066\u3044\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3044\u305f\u5834\u5408\u3001\u305d\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u4ed5\u4e8b\u3092\u9069\u5207\u306b\u9042\u884c\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u30b9\u30ad\u30eb\u3068\u30c4\u30fc\u30eb\u3092\u3059\u3079\u3066\u6301\u3063\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u78ba\u8a8d\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3053\u306e\u57fa\u6e96\u5024\u3092\u306f\u308b\u304b\u306b\u4e0b\u56de\u3063\u3066\u3044\u308b\u5834\u5408\u3001\u901a\u8a71\u3092\u6025\u3044\u3067\u3053\u306a\u3057\u3001\u9867\u5ba2\u306e\u554f\u984c\u306b\u6b63\u3057\u304f\u5411\u304d\u5408\u3063\u3066\u3044\u306a\u3044\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;460057&#8243; css=&#8221;.vc_custom_1670246834891{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p>&nbsp;<\/p>\n<h3>6. \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u306e\u901a\u8a71\u4e2d\u306e\u5e73\u5747\u4fdd\u7559\u6642\u9593<\/h3>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u767a\u4fe1\u8005\u3092\u4fdd\u7559\u306b\u3057\u3066\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u3068\u8a71\u3057\u305f\u308a\u3001\u9867\u5ba2\u306b\u95a2\u3059\u308b\u60c5\u5831\u3092\u8abf\u3079\u305f\u308a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u4fdd\u7559\u6642\u9593\u306f\u5fc5\u8981\u3067\u3059\u304c\u3001\u767a\u4fe1\u8005\u3092\u4fdd\u7559\u306b\u3059\u308b\u6642\u9593\u306f\u3001\u3067\u304d\u308b\u3060\u3051\u77ed\u304f\u3057\u307e\u3057\u3087\u3046\u3002[\/vc_column_text][vc_single_image image=&#8221;460058&#8243; css=&#8221;.vc_custom_1670246916941{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\u3053\u306e\u6570\u5024\u304c\u5927\u304d\u3059\u304e\u308b\u3068\u304d\u306f\u3001<strong>\u30b7\u30b9\u30c6\u30e0\u554f\u984c\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u539f\u56e0\u306e\u53ef\u80fd\u6027<\/strong>\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>7. \u8ee2\u9001\u7387<\/h3>\n<p>\u9867\u5ba2\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3064\u306a\u304c\u3063\u305f\u5f8c\u306b\u5225\u306e\u4eba\u306b\u901a\u8a71\u304c\u8ee2\u9001\u3055\u308c\u308b\u3053\u3068\u3092\u671b\u307f\u307e\u305b\u3093\u3002\u4f55\u5ea6\u3082\u8ee2\u9001\u3055\u308c\u308b\u3068\u3001\u9867\u5ba2\u306e\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u307e\u3059\u307e\u3059\u5f37\u304f\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u9867\u5ba2\u3092\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306b\u3064\u306a\u3044\u3060\u308a\u3001\u4ed6\u306e\u90e8\u9580\u306b\u8ee2\u9001\u3057\u305f\u308a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u3001\u907f\u3051\u3089\u308c\u306a\u3044\u8ee2\u9001\u3082\u3042\u308a\u307e\u3059\u304c\u3001<strong>\u8ee2\u9001\u7387\u306f\u6700\u5c0f\u9650\u306b\u6291\u3048\u308b\u3088\u3046\u52aa\u529b\u3059\u308b\u5fc5\u8981<\/strong>\u304c\u3042\u308a\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460059&#8243; css=&#8221;.vc_custom_1670246992169{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<h3><\/h3>\n<h3>8. \u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593<\/h3>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3001\u9867\u5ba2\u3068\u306e\u901a\u8a71\u306e\u5f8c\u3067\u3044\u304f\u3064\u304b\u306e\u5f8c\u51e6\u7406\u3092\u5b9f\u65bd\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u6307\u6a19\u306f\u3001<strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5f8c\u51e6\u7406\u306b\u304b\u3051\u305f\u6642\u9593\u3092\u8a55\u4fa1\u3059\u308b<\/strong>\u969b\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5f8c\u51e6\u7406\u306b\u304b\u3051\u308b\u6642\u9593\u304c\u9577\u3059\u304e\u308b\u5834\u5408\u3001\u4ed5\u4e8b\u304c\u9045\u3059\u304e\u308b\u306a\u3069\u306e\u554f\u984c\u3092\u793a\u5506\u3057\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u306e\u3088\u3046\u306a\u5834\u5408\u306f\u3001\u5b9a\u578b\u696d\u52d9\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u5316\u3084\u3001\u4e0d\u8981\u306a\u624b\u9806\u306e\u524a\u6e1b\u304c\u52b9\u679c\u7684\u3067\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;460060&#8243; css=&#8221;.vc_custom_1670273601288{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc<span lang=\"EN-US\"> KPI<\/span>\u306f\u30b8\u30e3\u30fc\u30cb\u30fc\u8996\u70b9\u3067\u78ba\u8a8d\u3059\u308b<\/h2>\n<p>\u3053\u308c\u3089\u306e KPI \u306e\u76e3\u8996\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5185\u5916\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306f\u5168\u4f53\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u305f\u3081\u3001<a href=\"https:\/\/www.genesys.com\/?post_type=resources&#038;p=457675\" target=\"_blank\" rel=\"noopener\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc KPI \u3092\u76e3\u8996\u3057\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6700\u7d42\u6bb5\u968e\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u6210\u529f\u6307\u6a19\u306b\u7d50\u3073\u3064\u3051\u308b<\/a>\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u4f01\u696d\u306f\u3001\u9867\u5ba2\u3068\u30d3\u30b8\u30cd\u30b9\u306b\u3068\u3063\u3066\u306e\u4fa1\u5024\u3092\u6355\u6349\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI \u3092\u9078\u629e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u73fe\u5834\u306e\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u306f\u3001\u6bce\u65e5\u306e\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3067\u767a\u751f\u3059\u308b\u554f\u984c\u3084\u30c1\u30e3\u30f3\u30b9\u306b\u5bfe\u51e6\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u5927\u91cf\u306e\u30c7\u30fc\u30bf\u304c\u5fc5\u8981\u3067\u3059\u3002\u7d4c\u55b6\u5e79\u90e8\u304c\u8ffd\u8de1\u3059\u308b\u5fc5\u8981\u306e\u3042\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI \u306f\u305d\u308c\u307b\u3069\u591a\u304f\u3042\u308a\u307e\u305b\u3093\u304c\u3001\u91cd\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u50be\u5411\u306b\u3064\u3044\u3066\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u306f\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p>\u4eca\u65e5\u3001\u5927\u624b\u4f01\u696d\u306f 1 \u56de\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3060\u3051\u3067\u306a\u304f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u3082\u6ce8\u76ee\u3057\u3066\u3044\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30ea\u30fc\u30c0\u30fc\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u304c\u76f4\u8fd1\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3060\u3051\u3067\u5b8c\u7d50\u3059\u308b\u3082\u306e\u3067\u306f\u306a\u3044\u3068\u3044\u3046\u4e8b\u5b9f\u3092\u53d7\u3051\u5165\u308c\u3001\u500b\u3005\u306e\u9867\u5ba2\u306e\u76ee\u6a19\u304b\u3089\u59cb\u307e\u308a\u3001\u4f01\u696d\u306e\u30b5\u30dd\u30fc\u30c8\u3067\u305d\u306e\u76ee\u6a19\u3092\u9054\u6210\u3055\u305b\u305f\u3068\u304d\u306b\u7d42\u4e86\u3059\u308b\u4e00\u9023\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u898b\u306a\u3059\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u30b9\u30de\u30fc\u30c8\u306a\u4f01\u696d\u306f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u8996\u70b9\u3092\u901a\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u898b\u308b\u3053\u3068\u3067\u3001<a href=\"https:\/\/www.genesys.com\/blog\/post\/improve-contact-center-optimization-customer-journeys\" target=\"_blank\" rel=\"noopener\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6700\u9069\u5316\u3057\u3066\u3044\u307e\u3059<\/a>\u3002\u307e\u305f\u3001<a href=\"https:\/\/www.genesys.com\/?post_type=blog&#038;p=18412\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8<\/a>\u3092\u4f7f\u7528\u3057\u3066\u3001\u9867\u5ba2\u306e\u884c\u52d5\u306e\u7406\u89e3\u3092\u6df1\u3081\u3001\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\u3092\u9ad8\u3081\u3001\u5927\u304d\u306a\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u51fa\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u6025\u901f\u306b\u5909\u5316\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u4e16\u754c\u3067\u306f\u3001\u30b3\u30a2\u6307\u6a19\u3092\u6ce8\u8996\u3059\u308b\u3053\u3068\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u8ffd\u8de1\u3067\u304d\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI \u306f\u591a\u6570\u3042\u308a\u307e\u3059\u304c\u3001\u81ea\u793e\u306b\u6700\u9069\u306a KPI \u3092\u9078\u629e\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc KPI \u3092\u9069\u5207\u306b\u7d44\u307f\u5408\u308f\u305b\u308c\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u52b9\u7387\u3092\u6700\u5927\u5316\u3057\u3064\u3064\u3001\u9867\u5ba2\u306e\u671f\u5f85\u3092\u898b\u5931\u308f\u305a\u306b\u6e08\u307f\u307e\u3059\u3002<\/p>\n<p><img decoding=\"async\" class=\"size-medium wp-image-562645 alignleft\" src=\"https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-300x169.png\" alt=\"\" width=\"300\" height=\"169\" srcset=\"https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-300x169.png 300w, https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-1260x709.png 1260w, https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-256x144.png 256w, https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-374x210.png 374w, https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-293x165.png 293w, https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720-580x326.png 580w, https:\/\/www.genesys.com\/media\/Meta-Image_dynamic-adaptive-g_1280x720.png 1280w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\u512a\u308c\u305f AI \u6a5f\u80fd\u3092\u642d\u8f09\u3057\u305f Genesys Cloud\u2122 \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u5c0e\u5165\u3059\u308c\u3070\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u529b<\/a>\u3092\u6d3b\u304b\u3057\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc KPI \u306e\u76ee\u6a19\u3092\u9054\u6210\u3057\u3001\u4e0a\u56de\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<br \/>\n<button style=\"background-color: #ff451a; color: white; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px;\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/campaign\/request-a-demo\">\u4eca\u3059\u3050\u4f53\u9a13<\/a><\/button>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u8907\u96d1\u306a\u904b\u7528\u3092\u5fc5\u8981\u3068\u3059\u308b\u90e8\u9580\u3067\u3059\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u304a [&hellip;]<\/p>\n","protected":false},"author":1005,"featured_media":460062,"template":"","tax_priority":[54],"tax_blogtype":[17748],"tax_blogcategory":[18479,18483,13219],"tax_contenttheme":[14862],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16214,18526],"tax_products_programs":[16483],"tax_buying_job":[],"tax_buyer_persona":[16892],"tax_sector":[],"tax_segment":[17142,18510,17119],"class_list":["post-559745","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ja-jp","tax_blogcategory-18479","tax_blogcategory-18483","tax_blogcategory-digital-ja-jp","tax_contenttheme-improve-customer-experience-ja-jp","tax_capability_sitewide-ai-and-automation-ja-jp","tax_capability_sitewide-18526","tax_products_programs-genesys-ai-ja-jp","tax_buyer_persona-business-ja-jp","tax_segment-smb-ja-jp","tax_segment-18510","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\/559745","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\/1005"}],"version-history":[{"count":16,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/559745\/revisions"}],"predecessor-version":[{"id":566464,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/559745\/revisions\/566464"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media\/460062"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media?parent=559745"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_priority?post=559745"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogtype?post=559745"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogcategory?post=559745"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme?post=559745"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_bundle?post=559745"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme2?post=559745"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_capability_sitewide?post=559745"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_products_programs?post=559745"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buying_job?post=559745"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buyer_persona?post=559745"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_sector?post=559745"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_segment?post=559745"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}