{"id":130807,"date":"2019-05-08T17:24:20","date_gmt":"2019-05-09T00:24:20","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=130807"},"modified":"2019-05-08T17:24:20","modified_gmt":"2019-05-09T00:24:20","slug":"%ea%b7%80%ec%82%ac%ec%9d%98-%eb%a6%ac%ed%85%8c%ec%9d%bc-%ec%bb%a8%ed%83%9d-%ec%84%bc%ed%84%b0%eb%8a%94-%ea%b3%a0%ea%b0%9d-%ec%a4%91%ec%8b%ac%ec%9e%85%eb%8b%88%ea%b9%8c","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/%ea%b7%80%ec%82%ac%ec%9d%98-%eb%a6%ac%ed%85%8c%ec%9d%bc-%ec%bb%a8%ed%83%9d-%ec%84%bc%ed%84%b0%eb%8a%94-%ea%b3%a0%ea%b0%9d-%ec%a4%91%ec%8b%ac%ec%9e%85%eb%8b%88%ea%b9%8c","title":{"rendered":"\uadc0\uc0ac\uc758 \ub9ac\ud14c\uc77c \ucee8\ud0dd \uc13c\ud130\ub294 \uace0\uac1d \uc911\uc2ec\uc785\ub2c8\uae4c?"},"content":{"rendered":"<p>&nbsp;<\/p>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \ucee8\ud0dd \uc13c\ud130 \uc9c1\uc6d0\uc774\ub77c\uba74 \ub204\uad6c\ub098 \ud6cc\ub96d\ud55c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uc2f6\uc5b4\ud569\ub2c8\ub2e4. \uc5c5\uacc4\uc758 \ud2b9\uc131\uc0c1 \ub9ce\uc740 \uace0\uac1d\ub4e4\uc758 \ubb38\uc758\ub97c \ucc98\ub9ac\ud558\ub294 \uc720\ud1b5 \ubc0f \uc18c\ube44\uc7ac \uc5c5\uacc4 \ucee8\ud0dd \uc13c\ud130\uc758 \uacbd\uc6b0, \ubcf4\ub2e4 \ub354 \ub098\uc740 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uac00\uce58\ub97c \ucc3d\ucd9c\ud558\ub294 \uc77c\uc5d0 \ub354 \ub9ce\uc740 \uc758\ubbf8\ub97c \ubd80\uc5ec\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub807\ub2e4\uba74 \ub9ac\ud14c\uc77c \ucee8\ud0dd \uc13c\ud130\uac00 \uace0\uac1d \uc911\uc2ec\uc758 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub824\uba74 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud560\uae4c\uc694? \ucca0\uc800\ud788 \uace0\uac1d \uc911\uc2ec\uc774 \ub418\ub824\uba74 \uc6b0\uc120 \uc0c1\ub2f4\uc0ac\ub294 \uace0\uac1d \uc5ec\uc815 \uc911\uc5d0\uc11c \uace0\uac1d\uc774 \ud604\uc7ac \uc5b4\ub290 \uc704\uce58\uc5d0 \uc788\ub294\uc9c0\uc5d0 \ub300\ud55c \uc815\ubcf4\ub97c \ud30c\uc545\ud560 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\ud558\uc9c0\ub9cc \uc5ec\ub7ec \ud654\uba74\uc744 \uc654\ub2e4 \uac14\ub2e4 \ud558\uac70\ub098, \ubc14\uc05c \uace0\uac1d\uc744 \uc624\ub798 \uae30\ub2e4\ub9ac\uac8c \ud55c \ub4a4\uc5d0\uc57c \uace0\uac1d\uc5d0 \ub300\ud55c \uc815\ubcf4\ub97c \ud655\uc778\ud560 \uc218 \uc788\ub2e4\uba74 \uace0\uac1d \uacbd\ud5d8\uc740 \uae09\uaca9\ud788 \uc545\ud654\ub420 \uac83\uc785\ub2c8\ub2e4. <strong><em>\uc0c1\ub2f4\uc0ac<\/em> \uacbd\ud5d8\uc5d0\ub3c4 \ubb38\uc81c\uac00 \uc788\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/strong><\/p>\n<p>\uc774\uac83\uc774 \ucee8\ud0dd \uc13c\ud130 \uc14b \uc911 \ud558\ub098\uac00 <a href=\"https:\/\/www.sparkcentral.com\/blog\/20-important-contact-center-stats-agents-processes-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">\uc0c1\ub2f4\uc0ac \uacbd\ud5d8 \ud5a5\uc0c1\uc774 \ucd5c\uc6b0\uc120 \ubaa9\ud45c<\/a>\ub77c\uace0 \uc774\uc57c\uae30\ud558\ub294 \uc774\uc720\uc785\ub2c8\ub2e4.<\/p>\n<p>\ub530\ub77c\uc11c \ucee8\ud0dd \uc13c\ud130\uac00 \uace0\uac1d \uacbd\ud5d8\uc5d0 \ucca0\uc800\ud788 \uc9d1\uc911\ud558\ub3c4\ub85d \ub9cc\ub4dc\ub294 \ud55c \uac00\uc9c0 \ud575\uc2ec \uc694\uc18c\ub294 \uac01 \ub2e8\uacc4\ubcc4\ub85c \uc7a5\uc560\ubb3c\uc744 \uc5c6\uc560\ub294 \uac83\uc785\ub2c8\ub2e4. \uadf8\ub798\uc57c \uc0c1\ub2f4\uc0ac\uac00 \uc790\uc2e0\uc758 \uc5d0\ub108\uc9c0\ub97c \uae30\uc220 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \uac83\uc774 \uc544\ub2c8\ub77c \uace0\uac1d\uc5d0\uac8c \uc3df\uc744 \uc218 \uc788\uace0 \uadf8\ub798\uc57c\ub9cc \uace0\uac1d \uc911\uc2ec\uc758 \uc751\ub300\uac00 \uac00\ub2a5\ud569\ub2c8\ub2e4. \ubfd0\ub9cc \uc544\ub2c8\ub77c \uace0\uac1d\uc5d0\uac8c \ub354 \uc9d1\uc911, \uc989 \uc9d1\ucc29(customer obsession)\ud558\uac8c \ub418\uba74 \uc790\ub3d9\uc801\uc73c\ub85c \ud22c\uc790\uc218\uc775\ub960(ROI)\uc774 \ud5a5\uc0c1\ub418\uc5b4 \ub3cc\uc544\uc635\ub2c8\ub2e4. \uc21c \uace0\uac1d \ucd94\ucc9c \uc810\uc218(NPS)\uac00 \ub192\uc544\uc9c0\uace0 \uc0c1\ud5a5 \ud310\ub9e4\uc640 \uad50\ucc28 \ud310\ub9e4\uac00 \uc99d\uac00\ud558\uba70 \ud310\ub9e4 \uc804\ud658\uc728\uc774 \ub192\uc544\uc9c0\uace0 \uc7a5\uae30\uc801\uc778 \ucda9\uc131 \uace0\uac1d\uc744 \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ucda9\ubd84\ud788 \ub178\ub825\ud560 \uac00\uce58\uac00 \uc788\ub294 \uacb0\uacfc\ub4e4\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ubbc0\ub85c \uace0\uac1d\uc5d0\uac8c \uc9d1\ucc29\ud574\uc57c \ud558\ub294 \uc774\uc720\ub97c \ud55c \uc2dc\ub3c4 \uc78a\uc5b4\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4. \uad81\uadf9\uc801\uc73c\ub85c \uc804\uccb4 \ub9ac\ud14c\uc77c \uae30\uc5c5\uc758 \uc131\uacf5\uc740 \ucee8\ud0dd \uc13c\ud130\uc5d0\uc11c \ub9cc\ub4e4\uc5b4 \ub0b4\ub294 \uacbd\ud5d8\uc5d0 \ub2ec\ub824 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>\uc0c1\ub2f4\uc0ac\uc758 \uc5ed\ub7c9 \ud5a5\uc0c1\uc774 \uace7 \uace0\uac1d \uacbd\ud5d8\uc758 \ud5a5\uc0c1\uc785\ub2c8\ub2e4<\/strong><strong>.<\/strong><\/p>\n<p>\ucd5c\ucd08 \ubb38\uc758\uc5d0\uc11c \ucd9c\ubc1c\ud574 \uc9c0\uc18d\uc801\uc778 \uad00\uacc4\uc5d0 \uc774\ub974\ub294 \uacbd\ub85c\uc5d0\uc11c \uc2a4\uc2a4\ub85c\uc5d0\uac8c \ub124 \uac00\uc9c0 \uc9c8\ubb38\uc744 \ub358\uc838 \ubd04\uc73c\ub85c\uc368 \uc774\ub7ec\ud55c \uc0c1\ud669\uc744 \uc5b4\ub5bb\uac8c \uad6c\ud604\ud560 \uc218 \uc788\uc744\uc9c0 \uc0b4\ud3b4 \ubcf4\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>\uc9c8\ubb38<\/strong><strong> #1: \ucd5c\ucd08 \ubb38\uc758 \uc2dc \ud574\uacb0\ub960\uc744 \ub192\uc77c \uc218 \uc788\ub294 \ubc29\uc548\uc740 \ubb34\uc5c7\uc785\ub2c8\uae4c?<\/strong><\/p>\n<p>\uace0\uac1d\uc774 \uc6d0\ud558\ub294 \uc774\uc0c1\uc801\uc778 \uacb0\uacfc\ub294 \ub2f9\uc5f0\ud788 \ubaa8\ub4e0 \ubb38\uc81c\ub97c \uccab \ubc88\uc9f8 \ubb38\uc758\uc5d0\uc11c \ud574\uacb0\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ub824\uba74 \ud1b5\ud654 \ub610\ub294 \uc774\uba54\uc77c\uc774\ub098 \uc6f9 \ucc44\ud305\uc744 \ud1b5\ud574 \ucc98\uc74c \uc751\ub2f5\ud558\ub294 \uc0c1\ub2f4\uc0ac\uac00 \uace7 \ucd5c\uc885 \ub9c8\ubb34\ub9ac\ub97c \ud558\ub294 \uc0c1\ub2f4\uc0ac\uc5ec\uc57c \ud569\ub2c8\ub2e4. \uc774\uac83\uc774\uc57c\ub9d0\ub85c \uc2e0\ub8b0\uc640 \ub3d9\uc2dc\uc5d0 \ud3b8\uc548\ud568\uc744 \uc81c\uacf5\ud568\uc73c\ub85c\uc368 \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \uc2e4\ud604\ud558\uae30 \uc704\ud55c \ud575\uc2ec \uc694\uc18c\uc774\uc9c0\ub9cc<\/p>\n<p>\ub180\ub78d\uac8c\ub3c4 \ub9ce\uc740 \ucee8\ud0dd \uc13c\ud130\ub294 \uc5ec\uc804\ud788 \uc9c0\ub09c \uc218\uc2ed \ub144\uac04 \uad6c\ucd95\ud574 \uc628 \uac01\uae30 \ub2e4\ub978 \ub808\uac70\uc2dc \uc571\uc5d0 \ub458\ub7ec\uc2f8\uc5ec \uc774\ub97c \uad6c\ud604\ud558\ub294 \uac83\uc774 \ubd88\uac00\ub2a5\ud55c \uc0c1\ud669\uc785\ub2c8\ub2e4. \uac01 \ubd80\uc11c\uc5d0\uc11c \uc561\uc138\uc2a4\ud560 \uc218 \uc788\ub294 \uc571\uc774 \ub530\ub85c \uc815\ud574\uc838 \uc788\ub294\ub370 \ubb38\uc81c \ud574\uacb0\uc744 \uc704\ud574\uc11c\ub294 \ub2e4\ub978 \uc571\uc774 \ud544\uc694\ud55c \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc5ec\ub7ec \ud654\uba74\uacfc \ub370\uc774\ud130\ubca0\uc774\uc2a4\ub97c \ub118\ub098\ub4e4\uba74\uc11c \ud544\uc694\ud55c \uc815\ubcf4\ub97c \ucc3e\uc73c\uba74\uc11c \uc774\ub7f0\uc800\ub7f0 \ub9d0\ub85c \uc8fc\uc758\ub97c \ub04c\uc5b4\uc57c \uace0\uac1d\uacfc \uc778\ud130\ub799\uc158\uc744 \uc774\uc5b4\ub098\uac08 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc5ec\uae30\uc11c \ubb38\uc81c\ub294 \uc0c1\ub2f4\uc0ac\uac00 \uc544\ub2c8\ub77c \ubb38\uc81c \ud574\uacb0\uc744 \uc5b4\ub835\uac8c \ub9cc\ub4dc\ub294 \ud658\uacbd\uc785\ub2c8\ub2e4. \uace0\uac1d\uc5d0\uac8c \uc628\uc804\ud788 \uc9d1\uc911\ud560 \uc218 \uc788\uc73c\ub824\uba74 \uc774\ub97c \ubc29\ud574\ud558\ub294 \uac83\uc774 \ubb34\uc5c7\uc778\uc9c0 \uba74\ubc00\ud788 \uc0b4\ud3b4 \ubcf4\uc2ed\uc2dc\uc624.<\/p>\n<p>IT \ud300\uc758 \ub3c4\uc6c0\uc744 \ubc1b\uc544 \ub04a\uc784\uc5c6\uc774 \ud328\uce58\uc640 \uc218\uc815\uc744 \uc801\uc6a9\ud574\uc57c \ud558\ub294 \uc624\ub798\ub41c \uc571\ub4e4\uc774 \ub4a4\uc11e\uc5ec \uc788\uc2b5\ub2c8\uae4c? \ud074\ub77c\uc6b0\ub4dc \ud658\uacbd\uc5d0\uc11c \ud074\ub9ad \uba87 \ubc88\uc73c\ub85c \uc190\uc27d\uac8c \uc124\uce58\uac00 \uac00\ub2a5\ud55c \uc62c\uc778\uc6d0 \uc194\ub8e8\uc158\uc744 \uad6c\ud604\ud558\ub294 \ub4f1\uc758 \ubc29\ubc95\uc73c\ub85c \uc774\ub97c \uac04\uc18c\ud654 \uc218 \uc788\ub294\uc9c0 \ud655\uc778\ud574 \ubcf4\uc2ed\uc2dc\uc624.<\/p>\n<p>\ud6a8\uacfc: \ucd5c\ucd08 \ubb38\uc758 \uc2dc \ud574\uacb0\ub960 \ud5a5\uc0c1 \ubc0f \uace0\uac1d \ucda9\uc131\ub3c4 \uac15\ud654<\/p>\n<p><strong>\uc9c8\ubb38 <\/strong><strong>#2: \ud68c\uc0ac\uc758 \uc804\uc790\uc0c1\uac70\ub798 \uc2dc\uc2a4\ud15c\uc774 \ubaa8\ub4e0 \ucc44\ub110\uc744 \uc9c0\uc6d0\ud569\ub2c8\uae4c?<\/strong><\/p>\n<p>\ucd5c\ucd08 \ubb38\uc758 \uc2dc \ud574\uacb0\ub960(FCR) \ubb38\uc81c\uc5d0 \uc2e0\uacbd\uc744 \uc4f0\ub290\ub77c \uace0\uac1d\uc774 \uc0ac\uc6a9\ud558\uc9c0 \uc54a\ub294 \ucc44\ub110\uc5d0 \ub108\ubb34 \ub9ce\uc740 \ub9ac\uc18c\uc2a4\uac00 \ud22c\uc785\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc77c\ubc18\uc801\uc778 \ucee8\ud0dd \uc13c\ud130\ub294 \uc5ec\uc804\ud788 \uc804\ud654 \ud1b5\ud654\uac00 \uc911\uc2ec\uc774 \ub429\ub2c8\ub2e4. \ud558\uc9c0\ub9cc <a href=\"https:\/\/www.recode.net\/2016\/1\/13\/11588730\/a-quarter-of-people-wont-make-a-single-call-on-their-cell-phones-this\" target=\"_blank\" rel=\"noopener noreferrer\">\ubc00\ub808\ub2c8\uc5c4 \uc138\ub300 \uc9c1\uc7a5\uc778 \uc911 1\/4\uc740 \uc804\ud654\uae30\ub97c \ud1b5\ud654 \ubaa9\uc801\uc73c\ub85c \uc0ac\uc6a9\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4<\/a>. \uc624\ub298\ub0a0\uc758 \uace0\uac1d\uc740 \uc634\ub2c8\ucc44\ub110\uc5d0 \uc775\uc219\ud574 \uc774\uba54\uc77c, SMS, \ucc57\ubd07\uc744 \ud3b8\ud558\uac8c \uc0ac\uc6a9\ud569\ub2c8\ub2e4. \ub530\ub77c\uc11c \ud68c\uc0ac\uc758 \ucee8\ud0dd \uc13c\ud130\uac00 \uc74c\uc131 \uc0c1\ub2f4 \uc11c\ube44\uc2a4\uc5d0 \uc9d1\uc911\ub418\uc5b4 \uc788\uac70\ub098 \uac19\uc740 \uace0\uac1d\uc774 \ub2e4\ub978 \ucc44\ub110\ub85c \ucee8\ud0dd\uc744 \ud588\uc744 \uc2dc \uc544\uc608 \ub2e4\ub978 \ubb38\uc758\uc0ac\ud56d\uc73c\ub85c \ucde8\uae09\ud55c\ub2e4\uba74(\uc608\ub97c \ub4e4\uc5b4 \uc11c\ub85c \ub2e4\ub978 \ucc44\ub110\uc744 \ucc98\ub9ac\ud558\ub294 \uc571\uc774 \uc11c\ub85c \uc5f0\uacb0\ub418\uc9c0 \uc54a\uc740 \uacbd\uc6b0) \uc9c0\uae08 \ubc14\ub85c \uace0\uac1d\uc774 \uc2e4\uc81c\ub85c \uc774\uc6a9\ud558\ub294 \ucc44\ub110\uc774 \ubb34\uc5c7\uc778\uc9c0\ubd80\ud130 \ud655\uc778\ud558\uc2ed\uc2dc\uc624.<\/p>\n<p>\ubb38\uc790, \uc74c\uc131 \uadf8\ub9ac\uace0 \uc601\uc0c1 \ucc44\ub110\uae4c\uc9c0 \ud68c\uc0ac\uac00 \uc81c\uacf5\ud558\ub824\ub294 \ubaa8\ub4e0 \ucc44\ub110\uc744 \ub9ac\ud14c\uc77c \ucee8\ud0dd \uc13c\ud130 \uc11c\ube44\uc2a4\ub85c \ud55c\ub370 \ubaa8\uc544\uc57c \ud569\ub2c8\ub2e4. \ub610\ud55c \uc804 \ucc44\ub110\uc5d0\uc11c \uace0\uac1d\uc758 \ubb38\uc758\ub97c \ub4e3\uac70\ub098 \ubcf4\uac70\ub098 \uc77d\uc744 \uc218 \uc788\uac8c \ub418\uba74 \uac01 \ucc44\ub110\uc5d0\uc11c \uc218\uc9d1\ud55c \ub370\uc774\ud130\ub97c \uac01 \uace0\uac1d\ubcc4\ub85c \ud558\ub098\ub85c \ud1b5\ud569\ub418\ub3c4\ub85d \uc5f0\uacb0\ud569\ub2c8\ub2e4.<\/p>\n<p>\ud6a8\uacfc: \uad00\ub828 \uc788\ub294 \ubb38\uc758\uc0ac\ud56d\uc5d0 \ub300\ud55c \ub2f5\ubcc0 \uc81c\uacf5 \uc2dc\uac04 \ub2e8\ucd95 \ubc0f \uace0\uac1d \uc720\uce58 \uc18d\ub3c4 \uc99d\uac00<\/p>\n<p><strong>\uc9c8\ubb38<\/strong><strong> #3: \uac1c\uc778 \ub9de\ucda4\ud654\ub41c \uc11c\ube44\uc2a4\ub97c \ub354\uc6b1 \uac15\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\uae4c?<\/strong><\/p>\n<p>\ub9ce\uc740 \uc720\ud1b5 \ubc0f \uc18c\ube44\uc7ac \uae30\uc5c5\uc740 &#8216;\uc774 \ub2ec\uc758 \ud61c\ud0dd&#8217;\uc744 \ud55c\uaebc\ubc88\uc5d0 \uad6c\uc131\ud574 \uc804\uccb4 \uace0\uac1d\uc5d0\uac8c \uc77c\uad04\uc801\uc73c\ub85c \ub300\ub7c9 \ubc30\ud3ec\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ucee8\ud0dd \uc13c\ud130\uc5d0 \uc778\uacf5 \uc9c0\ub2a5(AI)\uc744 \ub3c4\uc785\ud558\uba74 \uac01 \uace0\uac1d\uc5d0\uac8c \uc81c\uacf5\ub418\ub294 \ud61c\ud0dd\uacfc \uc635\uc158\uc774 \ud6e8\uc52c \uac1c\uc778\ubcc4\ub85c \uad6c\uccb4\uc801\uc774\uace0 \uc815\uad50\ud574\uc9d1\ub2c8\ub2e4.<\/p>\n<p>\uac01 \uace0\uac1d\uc744 \uc804\uccb4\uc5d0 \uc18d\ud55c \uc77c\ubd80\ubd84\uc774 \uc544\ub2cc \ub3c5\ub9bd\uc801\uc778 \ud55c \uc0ac\ub78c\uc758 \uac1c\uc778\uc73c\ub85c \uc778\uc2dd\ud558\ub294 \uac83\uc774 <strong>\uace0\ub3c4\uc758 \uac1c\uc778 \ub9de\ucda4\ud615 \uc11c\ube44\uc2a4<\/strong>\uc758 \uae30\ubcf8 \uc6d0\uce59\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc774\uac83\uc774 \ubc14\ub85c AI\uc758 \uc5ed\ud560\uc774 \uac08\uc218\ub85d \ucee4\uc9c0\ub294 \uc774\uc720\uc785\ub2c8\ub2e4. \uc0ac\ub78c\uc740 \uc778\uacfc\uad00\uacc4\uc640 \uc6b0\uc5f0\uc758 \uc77c\uce58\ub97c \ud30c\uc545\ud558\uae30 \uc704\ud574 \uae30\uac00\ubc14\uc774\ud2b8\uc5d0 \ub2ec\ud558\ub294 \ub370\uc774\ud130\ub97c \uc870\uc0ac\ud560 \uc218 \uc5c6\uc9c0\ub9cc, \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \uac00\ub2a5\ud569\ub2c8\ub2e4.<\/p>\n<p><a href=\"https:\/\/callminer.com\/blog\/comprehensive-history-ai-call-center-acds-predictive-analytics-beyond\/\" target=\"_blank\" rel=\"noopener noreferrer\">\uc74c\uc131 \uc778\uc2dd \ubd80\ubb38\ub9cc\uc73c\ub85c\ub3c4 2019\ub144\uc5d0\ub294 AI\uc758 \uc2dc\uc7a5 \uaddc\ubaa8\uac00 13\uc5b5 \ub2ec\ub7ec\uc5d0 \uc774\ub97c \uac83\uc785\ub2c8\ub2e4<\/a>.<\/p>\n<p>\uace0\uac1d\uc5d0\uac8c \uc81c\uc2dc\ub418\ub294 \uc635\uc158 \ubaa9\ub85d\uc740 \uac08\uc218\ub85d \uc138\ubd80\uc801\uc73c\ub85c \uac1c\uc778 \ub9de\ucda4\ud654 \ub418\uc5b4 \uc81c\uacf5\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc2ec\ub9ac\ud1b5\uacc4\ud559\uc801 \ud504\ub85c\ud30c\uc77c, \uacfc\uac70\uc758 \ud589\ub3d9 \uc591\uc2dd, \uae30\ub300\uc640 \uc694\uad6c\uc0ac\ud56d\uc744 \ubd84\uc11d\ud574 \ud574\ub2f9 \uace0\uac1d\uc774 \uac00\uc7a5 \uae0d\uc815\uc801\uc778 \ubc18\uc751\uc744 \ubcf4\uc77c \ud56d\ubaa9\uc774 \ubb34\uc5c7\uc778\uc9c0 \uc608\uce21\ud574 \ub0c5\ub2c8\ub2e4. \uace0\uac1d \ud55c \uc0ac\ub78c \ud55c \uc0ac\ub78c\uc744 \ub9c8\uce58 \uc720\uc77c\ud55c \uace0\uac1d\uc778 \uac83\ucc98\ub7fc \uc751\ub300\ud558\ub294 \uac83, \uadf8\uac83\uc774 \ubc14\ub85c \uace0\uac1d\uc5d0 \ub300\ud55c \uc9d1\ucc29\uc785\ub2c8\ub2e4. AI\uc758 \uc7a0\uc7ac\ub825\uc774 \ubcf4\uc774\uc2ed\ub2c8\uae4c?<\/p>\n<p>\ud6a8\uacfc: \uc9c0\ub2a5\ud615 \uc635\uc158(AI)\uc744 \uae30\ubc18\uc73c\ub85c \ud55c \ud310\ub9e4 \uc804\ud658\uc728 \ud5a5\uc0c1<\/p>\n<p><strong>\uc9c8\ubb38<\/strong><strong> #4: \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc138\uc138\ud55c \ubd80\ubd84\uc5d0 \ub300\ud55c \uad00\ub9ac\uc640 \uad8c\ud55c\uc744 \uc81c\uacf5\ud569\ub2c8\uae4c?<\/strong><\/p>\n<p>\ub9ce\uc740 \ucee8\ud0dd \uc13c\ud130\uac00 \ud68c\uc0ac \uc9c0\uce68\uc5d0 \ub300\ud55c \uc704\ubc18 \uac00\ub2a5\uc131\uc744 \ucc28\ub2e8\ud558\uace0\uc790 \uc0c1\ub2f4\uc0ac\ub97c \uacfc\uc789 \uad00\ub9ac\ud569\ub2c8\ub2e4. \uacfc\ub3c4\ud55c \ud1b5\uc81c\ub294 \ubd80\uc815\uc801\uc778 \uacb0\uacfc\ub97c \ucd08\ub798\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc0ac\uc6a9\ud558\uae30 \uac04\ud3b8\ud55c \uc62c\uc778\uc6d0 \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud558\uba74 \uc0c1\ub2f4\uc0ac\uc758 \uc5c5\ubb34 \ud750\ub984\uc744 \ubc29\ud574\ud558\uc9c0 \uc54a\uace0\ub3c4 \ucda9\ubd84\ud788 \ub9ce\uc740 \ub370\uc774\ud130\ub97c \uc218\uc9d1\ud558\uace0 \ud65c\uc6a9\ud560 \uc218 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc0c1\ub2f4 \ubd80\uc11c\uc5d0 \uc5b4\ub835\uc9c0 \uc54a\uac8c \uad8c\ud55c\uc744 \ubd80\uc5ec\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.\u00a0 \uace0\uac1d \uc9d1\ucc29 \ud658\uacbd\uc744 \uc870\uc131\ud558\ub824\uba74 \uc6d0\ud65c\ud55c \uc194\ub8e8\uc158\uc744 \ud1b5\ud574 \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uad8c\ud55c\uc744 \uc8fc\uace0 \uadf8\ub85c \uc778\ud574 \uc5b4\ub5a4 \uacb0\uacfc\uac00 \ub3cc\uc544\uc624\ub294\uc9c0 \uc0b4\ud3b4 \ubcf4\uc2ed\uc2dc\uc624.<\/p>\n<p>\ud6a8\uacfc: \uc0c1\ub2f4\uc0ac\uc640\uc758 \uc2e0\ub8b0 \uad00\uacc4 \ubc0f \ucee8\ud0dd \uc13c\ud130 \uc870\uc9c1\uc758 \ub3c8\ub3c5\ud55c \ubd84\uc704\uae30 \ud615\uc131\uc744 \ud1b5\ud574 \uace0\uac1d\uc774 \ud68c\uc0ac\uc758 \ucda9\uc131 \uace0\uac1d\uc774\uc790 \ud64d\ubcf4 \ub300\uc0ac\uac00 \ub420 \uc218 \uc788\ub3c4\ub85d \uae4a\uc740 \uc720\ub300\uac10 \uad6c\ucd95.<\/p>\n<p>\ucd5c\ucd08 \uc720\uce58\uc5d0\uc11c \uc7a5\uae30\uc801\uc778 \ucda9\uc131 \uace0\uac1d\uc774 \ub418\uae30\uae4c\uc9c0, \uace0\uac1d \uc9d1\ucc29\uc740 \uc9c4\uc815\ud55c \uace0\uac1d \uc911\uc2ec\uc758 \ucee8\ud0dd \uc13c\ud130 \uc2e4\ud604\uc744 \uc704\ud55c \ub098\uce68\ubc18\uc785\ub2c8\ub2e4.<\/p>\n<p><em>\ubfd0\ub9cc \uc544\ub2c8\ub77c \uc0c1\ub2f4\uc0ac\uac00 \uc5ec\ub7ec\ubd84\ub9cc\ud07c\uc774\ub098 \uc5f4\uc815\uc744 \uac16\uace0 \uace0\uac1d\uc744 \ucd5c\uc6b0\uc120\uc73c\ub85c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uae30 \uc704\ud574\uc11c\ub294 \uadf8\uc5d0 \uac78\ub9de\ub294 \uad8c\ud55c\uc774 \ud544\uc694\ud569\ub2c8\ub2e4<\/em><em>.<\/em><\/p>\n<p><strong>\uc0c1\ub2f4\uc0ac\uc5d0\uac8c \ud798\uc744 \uc2e4\uc5b4 \uc8fc\uc2ed\uc2dc\uc624<\/strong><strong>.<\/strong> \uc0c1\ub2f4\uc0ac \uacbd\ud5d8\uc5d0 \ubc29\ud574\uac00 \ub418\ub294 \uc7a5\uc560\ubb3c\uc744 \uc5c6\uc560\uace0 \ud544\uc694 \uc774\uc0c1\uc758 \ub9ac\uc18c\uc2a4\uac00 \ud22c\uc785\ub418\ub294 \uc571\uc740 \uad50\uccb4\ud574\uc57c \ud569\ub2c8\ub2e4. \uc804\uccb4 \uc560\ud50c\ub9ac\ucf00\uc774\uc158\uc774 \uc720\uae30\uc801\uc73c\ub85c \uc6d0\ud65c\ud788 \uc791\ub3d9\ud558\ub3c4\ub85d \uc5f0\uacb0\ud558\uace0 \ubaa8\ub4e0 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ucc44\ub110\uc5d0\uc11c \uac1c\ubcc4 \uace0\uac1d\uc5d0 \ub300\ud55c \uc804\ubc29\uc704\uc801 \uc2dc\uc57c\ub97c \ud655\ubcf4\ud558\uc2ed\uc2dc\uc624. \ud655\ubcf4\ud55c \ub370\uc774\ud130\ub97c \ubc14\ud0d5\uc73c\ub85c \uace0\uac1d\uc758 \ud589\ub3d9 \uc591\uc2dd\uc744 \uba74\ubc00\ud788 \uc774\ud574\ud574 \ubca0\uc2a4\ud2b8 \ud504\ub799\ud2f0\uc2a4\uc5d0 \ub530\ub77c \uc5b8\uc81c\ub4e0 \uc801\uc808\ud55c \ub300\uc751\uc774 \uac00\ub2a5\ud558\ub3c4\ub85d \uc0c1\ub2f4\uc0ac\ub97c \uc900\ube44\uc2dc\ud0a4\uc2ed\uc2dc\uc624.<\/p>\n<p>\ucca0\uc800\ud788 \uace0\uac1d \uc911\uc2ec\uc758 \ucee8\ud0dd \uc13c\ud130 &#8211; \uc774\uac83\uc774 \uace0\uac1d \uc9d1\ucc29\uc774 \uac00\uc838\ub2e4 \uc8fc\ub294 \uc5f4\ub9e4\uc785\ub2c8\ub2e4. \uace0\uac1d\uc744 \ud655\ubcf4\ud55c \ud6c4\uc5d0\ub294 \ub2e8\ubc1c\uc131 \uc774\ubca4\ud2b8\uac00 \uc544\ub2c8\ub77c \uc77c\ub828\uc758 \uacfc\uc815\uacfc \uc808\ucc28\ub97c \uac70\uccd0\uc57c \ucda9\uc131\ub3c4\uac00 \uc313\uc774\uace0 \uc644\uc804\ud55c \ucda9\uc131 \uace0\uac1d\uc774 \ub429\ub2c8\ub2e4. \uc774\ub97c \uc9c0\uc6d0\ud558\ub294 \uc801\uc808\ud55c \ub3c4\uad6c\uac00 \ub4b7\ubc1b\uce68\ub420 \ub54c \ud68c\uc0ac\uc758 \uc0c1\ub2f4\uc0ac\ub294 \uc774\uc0c1\uc801\uc778 \ud300\uc73c\ub85c \uac70\ub4ed\ub0a9\ub2c8\ub2e4.<\/p>\n<p><strong>\uc694\uc810<\/strong><strong>:<\/strong><\/p>\n<ul>\n<li>\uace0\uac1d\uc758 \uc0dd\uc560 \uc8fc\uae30\uc5d0\uc11c \uace0\uac1d\uc740 \uccab \uad6c\ub9e4, \ucda9\uc131\ub3c4 \uad6c\ucd95 \uadf8\ub9ac\uace0 \ucda9\uc131 \uace0\uac1d \ub2e8\uacc4\ub9c8\ub2e4 \ub2e4\ub978 \ubc18\uc751\uc744 \ubcf4\uc785\ub2c8\ub2e4.<\/li>\n<li>\uc0c1\ub2f4\uc0ac\ub3c4 \uc5ec\ub7ec\ubd84\ub9cc\ud07c \uace0\uac1d\uc5d0\uac8c \uc5f4\uc815\uc744 \ub2e4\ud558\uace0 \uc2f6\uc9c0\ub9cc \ucee8\ud0dd \uc13c\ud130 \uae30\uc220\uc774 \ub4b7\ubc1b\uce68\ub418\uc9c0 \uc54a\ub294\ub2e4\uba74 \uc5ed\ub7c9\uc744 \ubc1c\ud718\ud558\uc9c0 \ubabb\ud569\ub2c8\ub2e4.<\/li>\n<li>\uc815\ubcf4\ub97c \uc5bb\uae30\uae4c\uc9c0 \ub2e8\uc808\ub41c \uc571\uacfc \ub108\ubb34 \ub9ce\uc740 \ud654\uba74\uc744 \uac70\uce58\ub2e4 \ubcf4\uba74 \uace0\uac1d\uc5d0 \ub300\ud55c \uc9d1\uc911\ub825\uc774 \ud769\uc5b4\uc9c0\uace0 \ub9d9\ub2c8\ub2e4.<\/li>\n<li>\ubaa8\ub4e0 \uace0\uac1d \ub370\uc774\ud130\ub97c \uc5f0\uacb0\ud574 \uac01 \uace0\uac1d\uc5d0 \ub300\ud55c \uc628\uc804\ud55c \uadf8\ub9bc\uc744 \uc644\uc131\ud558\uc2ed\uc2dc\uc624.<\/li>\n<li>\uc774 \ub370\uc774\ud130\ub97c \ud65c\uc6a9\ud574 \uace0\uac1d\uc758 \ud589\ub3d9\uc744 \uc608\uce21\ud558\uc2ed\uc2dc\uc624.<\/li>\n<li>\uc5ec\ub7ec\ubd84\uc774 \uc0dd\uac01\ud558\ub294 \uac83\ubcf4\ub2e4 \uc0c1\ub2f4\uc0ac\ub294 \ud6e8\uc52c \ub354 \ud6a8\uacfc\uc801\uc778 \uc758\uc0ac \uacb0\uc815\uc790\uc785\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac\ub97c \ubbff\uc73c\uc2ed\uc2dc\uc624.<\/li>\n<\/ul>\n<p><strong>\uace0\uac1d\uc774 \uae30\uc874\uc758 \uc720\ud1b5 \ubc0f \uc18c\ube44\uc7ac \uae30\uc5c5\uc73c\ub85c\ubd80\ud130 \uba40\uc5b4\uc9c0\ub294 \uc774\uc720\ub294 \ubb34\uc5c7\uc77c\uae4c\uc694<\/strong><strong>?<\/strong><\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/5-reasons-tomorrows-customer-not-shopping\" target=\"_blank\" rel=\"noopener noreferrer\">\u201c<em>\ub0b4\uc77c\uc758 \uace0\uac1d\uc774 \uc624\ub298\uc758 \ub9ac\ud14c\uc77c \uae30\uc5c5\uc73c\ub85c\ubd80\ud130 \uad6c\ub9e4\ud558\uc9c0 \uc54a\ub294<\/em><em> 5\uac00\uc9c0 \uc774\uc720<\/em>\u201d<\/a>\ub97c \ub2e4\uc6b4\ub85c\ub4dc\ud558\uc2dc\uc5b4 \uc790\uc138\ud55c \ub0b4\uc6a9\uc5d0 \ub300\ud574 \ud655\uc778\ud574 \ubcf4\uc2dc\uae30 \ubc14\ub78d\ub2c8\ub2e4.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \ucee8\ud0dd \uc13c\ud130 \uc9c1\uc6d0\uc774\ub77c\uba74 \ub204\uad6c\ub098 \ud6cc\ub96d\ud55c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uc2f6\uc5b4\ud569\ub2c8\ub2e4. \uc5c5\uacc4\uc758 \ud2b9\uc131\uc0c1 \ub9ce\uc740 \uace0\uac1d\ub4e4\uc758 \ubb38\uc758\ub97c \ucc98\ub9ac\ud558\ub294 \uc720\ud1b5 \ubc0f \uc18c\ube44\uc7ac \uc5c5\uacc4 \ucee8\ud0dd \uc13c\ud130\uc758 \uacbd\uc6b0, \ubcf4\ub2e4 \ub354 \ub098\uc740 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uac00\uce58\ub97c \ucc3d\ucd9c\ud558\ub294 \uc77c\uc5d0 \ub354 \ub9ce\uc740 \uc758\ubbf8\ub97c \ubd80\uc5ec\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub807\ub2e4\uba74 \ub9ac\ud14c\uc77c \ucee8\ud0dd \uc13c\ud130\uac00 \uace0\uac1d \uc911\uc2ec\uc758 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub824\uba74 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud560\uae4c\uc694? \ucca0\uc800\ud788 \uace0\uac1d \uc911\uc2ec\uc774 \ub418\ub824\uba74 \uc6b0\uc120 \uc0c1\ub2f4\uc0ac\ub294 [&hellip;]<\/p>\n","protected":false},"author":185,"featured_media":120980,"template":"","tax_priority":[],"tax_blogtype":[17747],"tax_blogcategory":[13216,13126],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-130807","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-ko-kr","tax_blogcategory-digital-ko-kr","tax_blogcategory-cloud-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/130807","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/130807\/revisions"}],"predecessor-version":[{"id":145085,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/130807\/revisions\/145085"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/120980"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=130807"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=130807"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=130807"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=130807"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=130807"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=130807"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=130807"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=130807"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=130807"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=130807"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=130807"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=130807"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=130807"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}