{"id":376131,"date":"2021-07-22T08:51:08","date_gmt":"2021-07-22T15:51:08","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=376131"},"modified":"2021-07-22T08:51:08","modified_gmt":"2021-07-22T15:51:08","slug":"3-ways-to-simplify-contact-center-workforce-planning","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/3-ways-to-simplify-contact-center-workforce-planning","title":{"rendered":"\ucee8\ud0dd\uc13c\ud130 \uc6cc\ud06c\ud3ec\uc2a4 \uacc4\ud68d \uc218\ub9bd\uc744 \uac04\uc18c\ud654\ud558\ub294 3\uac00\uc9c0 \ubc29\ubc95"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\uc804 \uc138\uacc4 \ucee8\ud0dd\uc13c\ud130\ub294 2020\ub144\uc5d0 \uc6b4\uc601 \ubc29\uc2dd, \ud2b9\ud788 \uc6cc\ud06c\ud3ec\uc2a4 \uacc4\ud68d \uc218\ub9bd \ud65c\ub3d9\uc744 \uc804\ud658\ud574\uc57c \ud588\uc2b5\ub2c8\ub2e4. \uae30\uc874\uc758 \uc608\uce21 \ubc0f \uc2a4\ucf00\uc904\ub9c1 \ubc29\uc2dd\uc740 \uacfc\uac70\uc5d0\ub294, \uc989 \uc0c1\ub2f4\uc0ac\uac00 \uc0ac\uc5c5\uc7a5\uc5d0 \uc788\uc744 \ub54c\ub294 \ud6a8\uacfc\uac00 \uc788\uc5c8\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc6d0\uaca9 \uadfc\ubb34\uc5d0 \ub530\ub978 \uc0c8\ub85c\uc6b4 \ud604\uc2e4\uc740 \uc608\uce21, \uad00\ub9ac, \uac10\ub3c5, \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub4e4\uc5d0\uac8c \ubb3c\ub9ac\uc801 \uac70\ub9ac\ub85c \uc778\ud574 \ucd94\uac00\ub41c \uc7a5\uc560\ubb3c\uc774 \uc788\uc74c\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \uc774\ub4e4\uc740 \ubcf5\ub3c4\ub97c \ub530\ub77c \uac78\uc5b4\uac00\uc11c \ub3d9\ub8cc\ub4e4\uacfc \uc0c1\uc758\ud560 \uc218 \uc5c6\uc2b5\ub2c8\ub2e4. \uc774\ub4e4\uc740 \uc77c\uc815 \uacc4\ud68d\uc744 \uc138\uc6b0\uace0, \uc870\uc815\ud558\uace0, \ud6e4\ud788 \ud30c\uc545\ud558\ub294 \ub370 \uacfc\uc911\ud55c \ubd80\ub2f4\uc744 \ub290\ub07c\uace4 \ud569\ub2c8\ub2e4.<\/p>\n

\uc6cc\ud06c\ud3ec\uc2a4 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790 \uc9c0\uc6d0 <\/strong><\/h4>\n

\uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uc758 \uc9c1\ubb34\ub294 \ubd80\ub2f4\uc2a4\ub7ec\uc6b8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc11c\ube44\uc2a4 \ubaa9\ud45c\ub97c \uc9c0\uc6d0\ud558\ub294 \uc77c\uc815\uc744 \uc218\ub9bd\ud574\uc57c \ud560 \ubfd0 \uc544\ub2c8\ub77c, \uc0c1\ub2f4\uc0ac\uc758 \uc120\ud638\ub3c4\ub97c \uace0\ub824\ud558\uace0, \ucd5c\uc2e0 \uc218\uc694 \ub610\ub294 \uc774\uc288\uc5d0 \ub9de\ucdb0 \uc870\uc815\ud558\uace0, \uc7a5\uae30\uc801\uc778 \uc77c\uc815 \uacc4\ud68d \ud544\uc694\uc131\uacfc \uc77c\uc0c1\uc801\uc778 \ubc18\ubcf5 \uc5c5\ubb34\ub97c \ubaa8\ub450 \uace0\ub824\ud574\uc57c \ud569\ub2c8\ub2e4. \uc5b4\ub5a4 \ud68c\uc0ac\uc5d0\uc11c\ub294 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uac00 \uc608\uce21 \uc5c5\ubb34\ub97c \ucde8\uae09\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e4\ub978 \ud68c\uc0ac\uc5d0\uc11c\ub294 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uac00 \uc608\uce21\uc744 \ubc1b\uc544\uc11c \uc608\uc0c1\ub41c \ud1b5\ud654\ub7c9\uc744 \ucda9\ubd84\ud788 \ucc98\ub9ac\ud560 \uc218 \uc788\ub3c4\ub85d \uc0c1\ub2f4\uc0ac\uc758 \uc77c\uc815\uc744 \uc870\uc815\ud558\uae30\ub3c4 \ud569\ub2c8\ub2e4. \uc774 \ubaa8\ub4e0 \uac8c \ub9d0\ud558\uae30\ub294 \uc27d\uc9c0\ub9cc \uc2e4\ucc9c\ud558\uae30\ub294 \uc5b4\ub835\uc2b5\ub2c8\ub2e4.<\/p>\n

\uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uc0c8 \uc0c1\ub2f4\uc0ac\uc758 \uc785\uc0ac \ub610\ub294 \ud1f4\uc0ac \uc5ec\ubd80, \ud639\uc740 \uadf8 \uc2dc\uc810\uc744 \uc54c \uc218 \uc5c6\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \uc774\ub294 \uacc4\ud68d\uc5d0 \ucc28\uc9c8\uc744 \uc77c\uc73c\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub9c8\ucc2c\uac00\uc9c0\ub85c \uc0c1\ub2f4\uc0ac \uc218\uac00 \uc2e4\uc81c\ub85c \ud544\uc694\ud55c \uc218 \ub300\ube44 \uade0\ud615\uc744 \uc774\ub8e8\ub294\uc9c0 \ud310\ub2e8\ud558\ub294 \ub370 (\uba87 \uac00\uc9c0 \uc774\uc288\ub97c \uba85\uc2dc\ud558\uae30 \uc704\ud574) \ubd80\uc815\ud655\ud55c \uc608\uce21, \ub108\ubb34 \ub9ce\uac70\ub098 \ub108\ubb34 \uc801\uc740 \uc0c1\ub2f4\uc0ac \uc2a4\ucf00\uc904\ub9c1, \ubc88\uac70\ub85c\uc6b4 \uc218\uc791\uc5c5 \ud504\ub85c\uc138\uc2a4\ub97c \ub2e4\ub8e8\uc5b4\uc57c \ud569\ub2c8\ub2e4.<\/p>\n

\uc774 \ubaa8\ub4e0 \uace0\ub41c \uc791\uc5c5\uc5d0\ub3c4 \ubd88\uad6c\ud558\uace0, \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uc758 \ub178\uace0\ub294 \uc778\uc2dd\ub418\uc9c0 \ubabb\ud55c \ucc44, \uc778\uc815\ubc1b\uc9c0 \ubabb\ud558\uac70\ub098 \ubb34\uc2dc\ub2f9\ud55c\ub2e4\uace0 \ub290\ub07c\uac8c \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ud604\ub300\uc758 \ud6a8\uacfc\uc801\uc774\uace0 \uc0dd\uc0b0\uc801\uc778 \ucee8\ud0dd\uc13c\ud130\ub294 \uc778\ub825\uc774 \uc81c\ub300\ub85c \uc721\uc131\ub418\uc5b4 \ud22c\uc785\ub418\ub294<\/a> \uacbd\uc6b0\uc5d0\ub9cc \ub2ec\uc131\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc774\ub7ec\ud55c \ud300\uc6d0\ub4e4\uc740 \uc77c\uc815\uc744 \ube44\ub86f\ud55c \uc804\ubc18\uc801\uc778 \uacc4\ud68d\uc744 \uc218\ub9bd, \uad00\ub9ac, \ud3c9\uac00\ud558\ub294 \uac83\uacfc \uad00\ub828\ud574 \ub354 \ub9ce\uc740 \ub3c4\uc6c0\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n

\ub2e4\uc74c\uc740 \ucee8\ud0dd\uc13c\ud130 \uc6cc\ud06c\ud3ec\uc2a4 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uc758 \uc5c5\ubb34 \ucc98\ub9ac\ub97c \ubcf4\ub2e4 \uc218\uc6d4\ud558\uac8c \ub9cc\ub4dc\ub294 \uc138 \uac00\uc9c0 \ubc29\ubc95\uc785\ub2c8\ub2e4.<\/p>\n

1. \uacc4\ud68d \uadf8\ub8f9\uc744 \ud65c\uc6a9\ud558\uc5ec \uacc4\ud68d \ud504\ub85c\uc138\uc2a4\ub97c \uac04\uc18c\ud654 <\/strong><\/p>\n

\uc77c\uc815 \uacc4\ud68d \uc218\ub9bd\uc5d0 \uad00\ud558\uc5ec, \uc6cc\ud06c\ud3ec\uc2a4 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uc0c1\ub2f4\uc0ac \uc77c\uc815 \uac00\ub2a5 \uc5ec\ubd80\ubfd0 \uc544\ub2c8\ub77c, \uc801\uc808\ud55c \uc2a4\ud0ac \ubcf4\uc720 \uc0ac\ud56d \ubc0f \uc219\ub828\ub3c4\ub97c \uace0\ub824\ud574\uc57c \ud558\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \uae30\uc5c5\uc774 \ud2b9\uc815 \uc5b8\uc5b4\ub85c \uc778\ud130\ub799\uc158\uc744 \ucc98\ub9ac\ud558\uac70\ub098 \ub2e4\uc591\ud55c \ucc44\ub110\uc744 \ud1b5\ud574 \uc751\ub300\ud558\uae30\uc5d0 \ucda9\ubd84\ud55c \uc0c1\ub2f4\uc0ac\uac00 \uc2a4\ucf00\uc904\ub9c1\ub418\ub3c4\ub85d \ud558\ub824\uba74, \uc774\ub7ec\ud55c \uc720\ud615\uc758 \uc778\ud130\ub799\uc158\uc744 \ucc98\ub9ac\ud560 \uc218 \uc788\ub294 \uc0c1\ub2f4\uc0ac\uac00 \ub300\uae30\uc5f4\uc5d0 \uc788\ub3c4\ub85d \ud574\uc57c \ud569\ub2c8\ub2e4. \uc774\ub294 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uac00 \uc77c\uc815\uc744 \uc218\ub9bd\ud560 \ub54c \ucd94\uac00\uc801\uc778 \ubcc0\uc218\ub97c \uc0dd\uc131\ud569\ub2c8\ub2e4.<\/p>\n

Genesys CloudTM<\/sup> Workforce Engagement Management \uc194\ub8e8\uc158<\/a>\uc5d0\uc11c \uacc4\ud68d \uadf8\ub8f9\uc744 \uc0ac\uc6a9\ud558\uba74 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uc640 \uc608\uce21 \ub2f4\ub2f9\uc790\uac00 \ub300\uae30\uc5f4, \ub9e4\uccb4, \uc5b8\uc5b4, \uc2a4\ud0ac \uc9d1\ud569\uc744 \ub17c\ub9ac\uc801\uc73c\ub85c \uadf8\ub8f9\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub85c\uc368 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uac00 \uc9d1\uacc4\ub41c \ub370\uc774\ud130 \uadf8\ub8f9\uc5d0 \ub300\ud55c \uc608\uce21\uc744 \uc0dd\uc131\ud560 \uc218 \uc788\uc5b4 \uacc4\ud68d \ud504\ub85c\uc138\uc2a4\uac00 \uac04\uc18c\ud654\ub429\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uae30\uc5c5\uc740 \uc720\uc758\ubbf8\ud55c \uc694\uc18c\ub97c \uae30\uc900\uc73c\ub85c, \uc0c1\ub2f4\uc0ac \ud480 \uc804\ubc18\uc5d0 \uac78\uccd0 \ub300\uae30\uc5f4 \uad6c\uc131\uc6d0, \uc5b8\uc5b4, \uc2a4\ud0ac \ubd84\ub958\ub97c \ud45c\uc900\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

2. \uadfc\ubb34 \uacc4\ud68d\uc744 \uc790\ub3d9\uc73c\ub85c \ub85c\ud14c\uc774\uc158<\/strong><\/p>\n

\uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uad50\ub300\uc870\ub97c \uad6c\uc131\ud558\ub294 \uc77c\uc744 \ub2f4\ub2f9\ud558\uae30 \ub54c\ubb38\uc5d0 \uc0c1\ub2f4\uc0ac\uc758 \ubd88\ub9cc\uc758 \ub300\uc0c1\uc774 \ub418\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac\uac00 \ubcf8\uc778\uc758 \uc120\ud638 \uc0ac\ud56d\uc774\ub098 \uc694\uccad \uc0ac\ud56d\uc774 \uace0\ub824\ub418\uace0 \uc788\uc9c0 \uc54a\ub2e4\uace0 \ub290\ub07c\uac70\ub098, \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uac00 \ub2e4\ub978 \uc0c1\ub2f4\uc0ac\ub97c \uc120\ud638\ud558\uace0 \uc788\ub2e4\uace0 \ub290\ub084 \uacbd\uc6b0, \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uc27d\uc0ac\ub9ac \uace4\uacbd\uc5d0 \ucc98\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc8fc \ub2e8\uc704\ub85c \ub85c\ud14c\uc774\uc158\ud558\ub294 \uad50\ub300\uc870\ub97c \uad6c\uc131\ud568\uc73c\ub85c\uc368, \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uc0c1\ub2f4\uc0ac\ub4e4\uc5d0\uac8c \uc774\ub4e4\uc774 \ubc14\ub77c\ub294 \uad50\ub300\uc870\ub9cc\uc774 \uc544\ub2cc, \ubaa8\ub4e0 \uad50\ub300\uc870\uc5d0 \uadfc\ubb34\ud560 \uae30\ud68c\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc774\ub85c\uc368 \uc778\uae30 \ubc0f \ube44\uc778\uae30 \uadfc\ubb34 \uc2dc\uac04\ub300 \ubc0f \uc694\uc77c\uc758 \ubd84\ubc30\uac00 \uade0\ud615\uc744 \uc774\ub8f9\ub2c8\ub2e4.<\/p>\n

Genesys Cloud Workforce Engagement Management\ub97c \ud1b5\ud574 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294<\/a> \uc608\uce21 \uac00\ub2a5\ud55c \ud328\ud134\uc744 \ub9cc\ub4e4\uace0 \uc8fc \ub2e8\uc704\ub85c \uadfc\ubb34 \uacc4\ud68d\uc758 \ub85c\ud14c\uc774\uc158\uc744 \uad6c\uc131\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\uac00 6\uc8fc\uac04\uc758 \uacc4\ud68d\uc744 \uc138\uc6b0\uace0\uc790 \ud558\uba70, \ud574\ub2f9 \uae30\uac04\uc5d0 \uc0c1\ub2f4\uc0ac\uac00 \uc6d4\uc694\uc77c\ubd80\ud130 \uae08\uc694\uc77c\uae4c\uc9c0 \ub450 \uac1c\uc758 \uc8fc\uac04 \uad50\ub300\uc870 \ubc0f \uc6d4\uc694\uc77c\ubd80\ud130 \uae08\uc694\uc77c\uae4c\uc9c0 \uc77c\uc8fc\uc77c \uc57c\uac04 \uad50\ub300\uc870 \uac04\uc5d0 \ub85c\ud14c\uc774\uc158\ud558\ub294 \uacbd\uc6b0, ‘\uc8fc\uac04 \uadfc\ubb34 \uacc4\ud68d’\uacfc ‘\uc57c\uac04 \uadfc\ubb34 \uacc4\ud68d’\uc744 \uc218\ub9bd\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uc8fc\uac04-\uc8fc\uac04-\uc57c\uac04 \ud328\ud134\uc744 \uc124\uc815\ud560 \uc218 \uc788\uc73c\uba70, \ub3d9 \uc2dc\uc2a4\ud15c\uc774 6\uc8fc\uac04 \uc9c0\uc18d\uc801\uc73c\ub85c \ubc18\ubcf5\ub429\ub2c8\ub2e4. \uacc4\ud68d \uc218\ub9bd \ub2f4\ub2f9\uc790\ub294 \uc5f0\uc18d \uc8fc\ub9d0 \uc2a4\ucf00\uc904\ub9c1\uc758 \ucd5c\ub300\ud55c\ub3c4, \uacc4\ud68d \uae30\uac04\ub2f9 \ud734\uac00 \uc77c\uc218\uc758 \ucd5c\ub300 \ud55c\ub3c4, \uad50\ub300 \uadfc\ubb34 \uc0ac\uc774 \ucd5c\uc18c\ud55c\ub3c4 \uc2dc\uac04 \ub4f1\uacfc \uac19\uc740 \uac83\ub4e4\uc774 \uacf5\ud3c9\ud558\uac8c \uc720\uc9c0\ub418\ub3c4\ub85d \uc81c\uc57d \uc0ac\ud56d\uc744 \uc124\uc815\ud560 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

3. \uc2a4\ucf00\uc904\ub9c1\uc758 \uc774\uba74\uc5d0 \uc5b4\ub5a4 \uc77c\uc774 \uc77c\uc5b4\ub098\uace0 \uc788\ub294\uc9c0 \ud30c\uc545<\/strong><\/p>\n

\uc2a4\ucf00\uc904\ub9c1 \uc2e4\uc218\ub294 \ubc14\ub78c\uc9c1\ud558\uc9c0 \uc54a\uc9c0\ub9cc, \uc77c\uc5b4\ub098\uae30 \ub9c8\ub828\uc785\ub2c8\ub2e4. \uc2a4\ucf00\uc904\ub9c1 \uc774\uc288\uac00 \ubc1c\uc0dd\ud560 \ub54c, \ud63c\ub780\uc758 \ucd9c\ucc98\ub97c \uc9d1\uc5b4\ub0b4\uae30\uac00 \uc5b4\ub824\uc6b8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uad00\ub9ac\uc790\uac00 \uc778\ub825 \uad00\ub9ac \uc77c\uc815 \uacc4\ud68d\uc758 \ubcc0\uacbd \uc0ac\ud56d\uc744 \uc5f4\ub78c\ud558\uace0, \ubcc0\uacbd\uc774 \uc774\ub8e8\uc5b4\uc9c4 \ub0a0\uc9dc\ub97c \uc0b4\ud3b4\ubcfc \uc218 \uc788\ub3c4\ub85d \ud558\uba74, \uc9c1\uc6d0\ub4e4\uc774 \uc774\uc804 \ubcc0\uacbd\uc758 \ud6a8\uacfc\uc131\uc744 \ucd94\uc801 \ubc0f \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

Genesys Cloud Workforce Engagement Management\ub97c \uc0ac\uc6a9\ud558\uba74 \uad00\ub9ac\uc790 \uad8c\ud55c\uc774 \uc788\ub294 \uc0ac\uc6a9\uc790\uac00 \uc0c1\ud0dc, \uc2dc\uc791 \ub0a0\uc9dc, \uc0dd\uc131 \uc2dc\uc791 \uc2dc\uac04, \uc644\ub8cc \ub370\uc774\ud130 \ub4f1\uc744 \ube44\ub86f\ud55c \uc77c\uc815 \uacc4\ud68d \uc815\ubcf4\ub97c \ube60\ub974\uac8c \uc5f4\ub78c\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

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