{"id":116932,"date":"2018-03-12T00:00:00","date_gmt":"2018-03-12T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=116932"},"modified":"2021-03-03T17:14:30","modified_gmt":"2021-03-04T01:14:30","slug":"%eb%b0%80%eb%a0%88%eb%8b%88%ec%96%bc-%ec%8b%9c%eb%8c%80%ec%9d%98-%ea%b3%a0%ea%b0%9d-%ec%9d%b8%ea%b2%8c%ec%9d%b4%ec%a7%80%eb%a8%bc%ed%8a%b8","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/%eb%b0%80%eb%a0%88%eb%8b%88%ec%96%bc-%ec%8b%9c%eb%8c%80%ec%9d%98-%ea%b3%a0%ea%b0%9d-%ec%9d%b8%ea%b2%8c%ec%9d%b4%ec%a7%80%eb%a8%bc%ed%8a%b8","title":{"rendered":"\ubc00\ub808\ub2c8\uc5bc \uc2dc\ub300\uc758 \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\ub300\ubd80\ubd84\uc758 \ubc00\ub808\ub2c8\uc5bc \uc774\uc804 \uc138\ub300\uc5d0\uac8c \uae30\uc220\uc740 \ubb38\uc81c \ud574\uacb0\uc5d0 \uc0ac\uc6a9\ud558\ub294 \uc720\uc6a9\ud55c \ub3c4\uad6c\uc785\ub2c8\ub2e4. \ubc00\ub808\ub2c8\uc5bc \uc138\ub300\uc640 Z \uc138\ub300\uc5d0\uac8c \uae30\uc220\uc740<\/em> \ub098\ub97c<\/em> \ud45c\ud604\ud558\ub294<\/em> \ub610<\/em> \ud558\ub098\uc758<\/em> \uc218\ub2e8<\/em>\uc785\ub2c8\ub2e4. \uc774\ub4e4\uc740 \uae30\uc220\uc744 \uc9c1\uad00\uc801\uc73c\ub85c \uc0ac\uc6a9\ud558\uba70 \ub2e4\ub978 \uc0ac\ub78c\ub4e4\ub3c4 \uadf8\ub7f4 \uac83\uc774\ub77c\uace0 \uc9d0\uc791\ud569\ub2c8\ub2e4. \uae30\uc220 \uc5c6\uc774 \uc0dd\ud65c\ud55c \uc801\uc774 \uc5c6\uace0 \uc55e\uc73c\ub85c \uadf8\ub798\uc57c \ud560 \uc774\uc720\ub3c4 \uc5c6\uc2b5\ub2c8\ub2e4. \uc774 \uc138\ub300\uc758 \uc2dc\uac01\uc5d0\uc11c \uae30\uc220\uc774\ub780 \uc788\uc73c\uba74 \uc88b\uc740 \ud61c\ud0dd\uc774 \uc544\ub2c8\ub77c \ub2f9\uc5f0\ud55c \uac83\uc785\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \uce21\uba74\uc5d0\uc11c \ubcfc \ub54c \uc774\ub7ec\ud55c \uc0ac\uace0\ubc29\uc2dd\uc774\ub098 \uc131\ud5a5\uc774 \ubc14\ub85c \uc0ac\uc5c5 \uc131\uacf5\uc758 \uc5f4\uc1e0\ub97c \uc950\uace0 \uc788\ub294 \ud575\uc2ec\uc785\ub2c8\ub2e4.<\/p>\n

\ucd5c\uc2e0 \uae30\uc220\uacfc \ubaa8\ubc14\uc77c\uc5d0 \uc775\uc219\ud55c \uace0\uac1d\ub4e4\uc740 \uae30\uc5c5\uacfc\uc758 \uc778\ud130\ub799\uc158\uc5d0\uc11c \uc5b8\uc81c\ub098 \uc27d\uace0 \ube60\ub974\uba70 \uc77c\uad00\uc801\uc778 \ud658\uacbd\uc744 \uc694\uad6c\ud569\ub2c8\ub2e4.\u00a0 I\uc2e4\uc81c\ub85c Microsoft<\/em>\uc758<\/em> 2016<\/em>\ub144<\/em> \uae00\ub85c\ubc8c<\/em> \uace0\uac1d<\/em> \uc11c\ube44\uc2a4<\/em> \ud604\ud669<\/em> \ubcf4\uace0\uc11c<\/em><\/a>\uc5d0 \ub530\ub974\uba74 “18~34\uc138 \uc18c\ube44\uc790\uc758 68%\ub294 \ub2e8 \ud55c \ubc88\uc758 \ubd88\ub9cc\uc871\uc2a4\ub7ec\uc6b4 \uace0\uac1d \uc11c\ube44\uc2a4 \uacbd\ud5d8\uc5d0\ub3c4 \ud574\ub2f9 \ube0c\ub79c\ub4dc\uc640\uc758 \uac70\ub798\ub97c \uc911\ub2e8”\ud558\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \uc774 \uc138\ub300\ub294 \uac70\ub798\ud558\ub294 \ud68c\uc0ac\uc5d0 \ub450 \ubc88\uc758 \uae30\ud68c\ub97c \uc8fc\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/p>\n

\ubc00\ub808\ub2c8\uc5bc \uc138\ub300\uc640 \uadf8 \uc774\ud6c4\uc758 \uc138\ub300\ub294 \uc2e4\ub9dd\uc2a4\ub7ec\uc6b4 \uacbd\ud5d8\uc5d0 \uc548\uc8fc\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc774\ub4e4\uc740 \uc120\ud0dd\uc9c0\uac00 \ub9e4\uc6b0 \ub2e4\uc591\ud558\ub2e4\ub294 \uac83\uc744 \uc54c\uace0 \uc788\uae30 \ub54c\ubb38\uc5d0 \uae30\uc900\uc774 \uae4c\ub2e4\ub86d\uace0 \ubcf4\ub294 \ub208\uc774 \ub192\uc2b5\ub2c8\ub2e4.\u00a0 \ucd5c\uace0\uc758 \uae30\uc5c5, \uc989 \uace0\uac1d\uc758 \uc694\uad6c\uc0ac\ud56d\uc744 \ucda9\uc871\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc874\uc911\ud558\ub294 \uae30\uc5c5\ub9cc\uc774 \uc120\ud0dd\uc744 \ubc1b\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c8\ub85c\uc6b4 \uc138\ub300\uc758 \uc601\ud5a5\uc774 \uc0ac\ub77c\uc9c8 \uc77c\uc740 \uc5c6\ub294 \ub9cc\ud07c, \uc774\ub7ec\ud55c \uc0c8\ub85c\uc6b4 \uc0ac\uace0\ubc29\uc2dd\uc744 \uc218\uc6a9\ud558\ub294 \uac83\uc774\uc57c\ub9d0\ub85c \uc131\uacf5\uc758 \ud575\uc2ec\uc785\ub2c8\ub2e4. \ubb34\uc5c7\ubcf4\ub2e4, \ud604\uc7ac \uae30\uc220\uc5d0 \ub2a5\uc219\ud55c \ub3d9\uc2dc\uc5d0 \uba87 \ub144 \ub0b4\uc5d0 \uc18c\ube44\uc790\uce35\uc5d0 \ud569\ub958\ud560 \uc720\uc544\ub4e4\uc740 \ubc00\ub808\ub2c8\uc5bc \uc138\ub300\uc778 \ubd80\ubaa8\uc5d0 \ube44\ud574 \uae30\ub300 \uc218\uc900\uc774 \ub354 \ub192\uc2b5\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d<\/strong> \uacbd\ud5d8<\/strong>(CX)<\/strong>\uc774<\/strong> \ub04a\uc784\uc5c6\uc774<\/strong> \ubcc0\ud654\ud55c\ub2e4\uba74<\/strong> \uc5b4\ub5bb\uac8c<\/strong> \uacc4\ud68d\uc744<\/strong> \uc138\uc6b8<\/strong> \uc218<\/strong> \uc788\uc744\uae4c\uc694<\/strong>?<\/strong><\/p>\n

\uace0\uac1d\uc758 \uc694\uad6c\uc0ac\ud56d\uacfc \ub9c8\ucc2c\uac00\uc9c0\ub85c \uae30\uc220\uc758 \uc9c4\ud654\ub3c4 \uba48\ucd94\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc774\ub97c \uc720\ub9ac\ud558\uac8c \ud65c\uc6a9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ubcc0\ud654\uac00 \ub2e5\uce60 \ub54c\ub9c8\ub2e4 “\ucd5c\uc2e0 \ubc0f \ucd5c\uace0” \uae30\uc220\uc744 \ucc3e\uc73c\ub824 \uc560\uc4f0\uc9c0 \ub9d0\uace0 \uae30\uc220\uc758 \ubc1c\uc804\uc5d0 \ub530\ub77c \ub4a4\ucc98\uc9c0\uc9c0 \uc54a\ub3c4\ub85d \ud568\uaed8 \ubcc0\ud654\ud560 \uc218 \uc788\ub294 \uc18c\ud504\ud2b8\uc6e8\uc5b4\uc5d0 \ud22c\uc790\ud558\uc2ed\uc2dc\uc624. \ud604\ub300 \uc0ac\ud68c\uc758 \uace0\uac1d\uc744 \uc774\ud574\ud558\uace0 \uc788\ub294 \uc9c4\ubcf4\uc801\uc778 \uc804\ub7b5\uacfc \uae30\uc220\uc744 \ud65c\uc6a9\ud55c\ub2e4\uba74 \ubcc0\ud654 \uace1\uc120\uc758 \uc120\ub450\uc5d0 \uc124 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub97c \uc704\ud574 \uacc4\ud68d\uacfc \uc801\uc808\ud55c \ub3c4\uad6c\uac00 \ubc18\ub4dc\uc2dc \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n

\ubc00\ub808\ub2c8\uc5bc<\/strong> \uc138\ub300\uc758<\/strong> \uace0\uac1d<\/strong> \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8<\/strong> \ucd5c\uc801\ud654\ub97c<\/strong> \uc704\ud55c<\/strong> \ud544\uc218<\/strong> \ub3c4\uad6c<\/strong><\/p>\n

\uc6d0\ud65c\ud55c<\/strong> \uc634\ub2c8\ucc44\ub110<\/strong> \ud1b5\ud569<\/strong>\u2014Retail TouchPoints<\/a>\uc758 \uac8c\uc2dc\uae00\uc5d0 \ub530\ub974\uba74 \uc634\ub2c8\ucc44\ub110 \uad00\ub9ac \uc804\ub7b5\uc744 \uad6c\ud604\ud55c \uc18c\ub9e4\uc5c5\uccb4\uc758 \uacbd\uc6b0 \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\uac00 63% \ud5a5\uc0c1\ub418\uace0 \ub9e4\ucd9c\uc774 56% \ub298\uc5c8\uc73c\uba70 \uace0\uac1d \ucda9\uc131\ub3c4\uac00 44% \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \ubc00\ub808\ub2c8\uc5bc \uc138\ub300 \uc9c1\uc6d0\ub4e4\uacfc \uc778\ud130\ub799\uc158\ud558\uac70\ub098 \uc774 \uc138\ub300\ub97c \uace0\uac1d\uc73c\ub85c \uc720\uce58\ud558\uace0\uc790 \ud55c\ub2e4\uba74 \uadf8 \uccab \uac78\uc74c\uc73c\ub85c \uc0ac\uc6a9 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ucc44\ub110\uc5d0 \uad6c\uc560\ubc1b\uc9c0 \uc54a\ub294 \uc77c\uad00\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \uac83\ubcf4\ub2e4 \uc88b\uc740 \ubc29\ubc95\uc740 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc634\ub2c8\ucc44\ub110 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud558\uba74 \uc0c1\ub2f4\uc0ac\uac00 \ud544\uc694\ud55c \ubaa8\ub4e0 \uace0\uac1d \uc815\ubcf4\uc5d0 \uc561\uc138\uc2a4\ud560 \uc218 \uc788\uc73c\uba70 \ub2e8\uc21c\ud558\uace0 \uc9c1\uad00\uc801\uc778 \uace0\uac1d \uc778\ud130\ub799\uc158\uc744 \uc81c\uacf5\ud574 \uc5c5\ubb34 \ud6a8\uc728\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \ud558\ub098\uc758 \uc2dc\uc2a4\ud15c\uc5d0 \ubaa8\ub4e0 \uc815\ubcf4\ub97c \uc800\uc7a5\ud574 \ub77c\uc6b0\ud305\ud558\ubbc0\ub85c \ucc44\ub110\ub9c8\ub2e4 \uc11c\ub85c \ub2e4\ub978 \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uacfc \ubcc4\ub3c4\uc758 \uc0c1\ub2f4\uc0ac \ud480\uc744 \uc6b4\uc601\ud560 \ud544\uc694\uac00 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n

\ube45\ub370\uc774\ud130\uc5d0<\/strong> \uc811\uadfc<\/strong>\u2014\ub370\uc774\ud130 \uc561\uc138\uc2a4 \ud1b5\ud569\uacfc \ubd84\uc11d \uae30\ub2a5 \ud65c\uc6a9\uc758 \uc911\uc694\uc131\uc744 \uc78a\uc9c0 \ub9c8\uc2ed\uc2dc\uc624. Dimensions Data\uac00 \ubc1c\ud45c\ud55c 2016<\/em>\ub144<\/em> \uae00\ub85c\ubc8c<\/em> \ucee8\ud0dd<\/em> \uc13c\ud130<\/em> \ubca4\uce58\ub9c8\ud0b9<\/em> \ubcf4\uace0\uc11c<\/em><\/a>\uc5d0 \ub530\ub974\uba74 71.5%\uc758 \uae30\uc5c5\uc740 \ubd84\uc11d\uc774 \uc0c1\ub2f4\uc0ac \uc2e4\uc801\uc744 \uac1c\uc120\ud560 \uc218 \uc788\ub2e4\uace0 \ud655\uc2e0\ud569\ub2c8\ub2e4. 69.1%\ub294 \ub354 \ub098\uc740 CX\ub97c \uad6c\ud604\ud55c\ub2e4\uace0 \uc751\ub2f5\ud588\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc751\ub2f5 \uae30\uc5c5\uc758 79%\ub294 \uc544\uc9c1 \ube45\ub370\uc774\ud130 \ubd84\uc11d \uc5ed\ub7c9\uc744 \ubcf4\uc720\ud558\uace0 \uc788\uc9c0 \uc54a\uc740 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc5d0 \uad00\ud55c \uc815\ubcf4\uc640 \ud1b5\ucc30\uc744 \uadf8\ub0e5 \ud758\ub824\ubcf4\ub0b4\uc9c0 \ub9c8\uc2ed\uc2dc\uc624. \ub370\uc774\ud130\ub97c \ud1b5\ud574 \uc55e\uc73c\ub85c\uc758 \uacc4\ud68d\uc744 \uc138\uc6b0\uace0 \uace0\uac1d\uc774 \ubbf8\ucc98 \uae68\ub2eb\uae30\ub3c4 \uc804\uc5d0 \uadf8\ub4e4\uc774 \ubb34\uc5c7\uc744 \uc6d0\ud558\uac8c \ub420\uc9c0 \uc608\uce21\ud558\uc2ed\uc2dc\uc624.<\/p>\n

\ud074\ub77c\uc6b0\ub4dc<\/strong> \ubc30\ud3ec<\/strong><\/a>\u2014\uc6b0\uc218\ud55c CE\ub97c \uad6c\ucd95\ud558\uae30 \uc704\ud574\uc11c\ub294 \uc2e0\uc18d\ud55c \ub3c4\uc785\uc774 \uad00\uac74\uc785\ub2c8\ub2e4. \uc131\uacf5\uc744 \uc704\ud574\uc11c\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \ub04a\uc784\uc5c6\uc774 \ud601\uc2e0\ud574\uc57c \ud569\ub2c8\ub2e4. \ud074\ub77c\uc6b0\ub4dc \ud658\uacbd\uc744 \uad6c\ud604\ud558\uba74 \ucd94\uac00\uc801\uc778 \ud22c\uc790 \uc5c6\uc774\ub3c4 \ud601\uc2e0\uc774 \uac00\ub2a5\ud569\ub2c8\ub2e4. Microsoft Office\uc5d0\uc11c Adobe Creative Suite\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0, \uae30\uc220 \ubd84\uc57c \uacf5\ub8e1\ub4e4\uc758 \ud589\ubcf4\ub97c \uc0b4\ud3b4\ubcf4\uba74 \uc774\ub4e4 \uae30\uc5c5\uc740 \ud074\ub77c\uc6b0\ub4dc\uc758 \uc7a5\uc810\uc744 \ud65c\uc6a9\ud574 \uace0\uac1d\uc5d0\uac8c \uc9c0\uc18d\uc801\uc778 \uc5c5\ub370\uc774\ud2b8\uc640 \uc2e0\uc18d\ud55c \ubc84\uadf8 \uc218\uc815\ud329\uc744 \uc81c\uacf5\ud558\uba70, \uace0\uac1d\uc774 \ubb38\uc81c\uac00 \uc788\uc74c\uc744 \uc54c\uc544\ucc44\uae30\ub3c4 \uc804\uc5d0 \uc218\uc815\ud558\ub294 \uacbd\uc6b0\ub3c4 \ud754\ud569\ub2c8\ub2e4. \ub6f0\uc5b4\ub09c \ud074\ub77c\uc6b0\ub4dc \ud50c\ub7ab\ud3fc\uc5d0 \uc9c0\uae08 \ud22c\uc790\ud574 \ub450\uba74 \uc7a5\ub798\uc5d0 \ud6a8\uc790 \ub178\ub987\uc744 \ud1a1\ud1a1\ud788 \ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

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