{"id":467090,"date":"2023-03-01T00:31:55","date_gmt":"2023-03-01T08:31:55","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/%ea%b3%a0%ea%b0%9d-%ea%b2%bd%ed%97%98%ec%9d%84-%ed%9a%a8%ea%b3%bc%ec%a0%81%ec%9c%bc%eb%a1%9c-%ec%b8%a1%ec%a0%95%ed%95%98%eb%8a%94-%eb%b0%a9%eb%b2%95"},"modified":"2024-11-05T17:39:16","modified_gmt":"2024-11-06T01:39:16","slug":"how-to-effectively-measure-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/how-to-effectively-measure-customer-experience","title":{"rendered":"\uace0\uac1d \uacbd\ud5d8\uc744 \ud6a8\uacfc\uc801\uc73c\ub85c \uce21\uc815\ud558\ub294 \ubc29\ubc95"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text]\uace0\uac1d \uacbd\ud5d8(Customer Experience, CX)\uc740 \uc810\uc810 \uce58\uc5f4\ud574\uc9c0\ub294 \ube44\uc988\ub2c8\uc2a4 \ud658\uacbd\uc5d0\uc11c \uae30\uc5c5\uacfc \ube0c\ub79c\ub4dc\ub97c \ucc28\ubcc4\ud654\ud560 \uc218 \uc788\ub294 \ud575\uc2ec \uc694\uc18c\uc785\ub2c8\ub2e4. \uc9c0\ub09c \uba87 \ub144 \ub3d9\uc548 \uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \ud55c\uc5c6\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uace0\uac1d \uacbd\ud5d8\uc744 \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc740 \uc774\ub97c \ub530\ub77c\uc7a1\uc9c0 \ubabb\ud588\uc2b5\ub2c8\ub2e4. \uc81c\ub124\uc2dc\uc2a4\ub294 \ud558\ubc84\ub4dc \ube44\uc988\ub2c8\uc2a4 \ub9ac\ubdf0(Harvard Business Review, \uc774\ud558 HBR) \ubd84\uc11d \uc11c\ube44\uc2a4 \ud300\uacfc \ud611\ub825\ud558\uc5ec, \uc804 \uc138\uacc4 \uace0\uc704 \uacbd\uc601\uc9c4 438\uba85\uc744 \ub300\uc0c1\uc73c\ub85c \uae00\ub85c\ubc8c \uc124\ubb38 \uc870\uc0ac\ub97c \uc2e4\uc2dc\ud588\uc2b5\ub2c8\ub2e4. \uadf8 \ubcf4\uace0\uc11c\uc778 \u201c<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/hbr-white-paper-beyond-nps-cx-measurement-reimagined?ost_tool=blog&amp;ost_campaign=apac_lg-ko\" target=\"_blank\" rel=\"noopener\">\uc21c \ucd94\ucc9c \uace0\uac1d \uc9c0\uc218(NPS)\ub97c \ub118\uc5b4\uc11c: \uace0\uac1d \uacbd\ud5d8 \uce21\uc815\uc758 \uc7ac\uad6c\uc0c1(Beyond NPS: CX measurement reimagined)<\/a>\u201d\uc5d0\uc11c \uc124\ubb38 \uc870\uc0ac \uc751\ub2f5\uc790\uc758 92%\uac00 \uace0\uac1d \uacbd\ud5d8\uc744 \ubcf4\ub2e4 \uc815\ud655\ud558\uac8c \uce21\uc815\ud560 \uc218 \uc788\ub2e4\uba74 \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub97c \ub354\uc6b1 \ub192\uc77c \uc218 \uc788\uc744 \uac83\uc774\ub77c\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uacfc \uae30\uc5c5 \ubaa8\ub450\uac00 \uc6d0\ud558\ub294 \uacb0\uacfc\ub97c \uc5bb\uae30 \uc704\ud574\uc11c\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \ud6a8\uacfc\uc801\uc73c\ub85c \uce21\uc815\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \ub300\ubd80\ubd84\uc758 \uae30\uc5c5\uc5d0\uac8c \uc774\ub294 \uc27d\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uac01 \ubd80\uc11c\uc640 \uc0ac\uc5c5, \uc194\ub8e8\uc158 \ubcc4\ub85c \ub370\uc774\ud130\uac00 \uace0\ub9bd\ub418\uc5b4 \uc788\uace0, \uc5ec\ub7ec \uc2dc\uc2a4\ud15c\uacfc \ud50c\ub7ab\ud3fc\uc774 \uc5bd\ud788\uba74\uc11c \uc0c1\ud669\uc740 \ub354\uc6b1 \ubcf5\uc7a1\ud574 \uc84c\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \uacbd\ud5d8\uc740 \uc5b4\ub5bb\uac8c \uce21\uc815\ud574\uc57c \ud560\uae4c\uc694? \uace0\uac1d \uacbd\ud5d8\uc744 \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc744 \uac1c\uc120\ud558\uace0, \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \ub9e4\ub825\uc801\uc774\uace0 \uacf5\uac10\ud558\ub294 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub824\uba74 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud560\uae4c\uc694? \uadf8 \ubc29\uc548\uc5d0 \ub300\ud574 \uc0b4\ud3b4\ubcf4\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uacbd\ud5d8\uc744 \uce21\uc815\ud558\ub294 3\uac00\uc9c0 \ubc29\ubc95<\/h2>\n<p>\ub300\ubd80\ubd84 CX \uc804\ubb38\uac00\ub4e4\uc740 NPS(Net Promoter Score, \uc21c \uace0\uac1d\ucd94\ucc9c \uc9c0\uc218), CSAT(Customer Satisfaction Score, \uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218) \uc810\uc218\uc640 \uac19\uc740 \uc9c0\ud45c\ub97c \uc0ac\uc6a9\ud558\uc5ec \uace0\uac1d \uacbd\ud5d8\uc758 \uc131\uacfc\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\uac00 \ub110\ub9ac \uc0ac\uc6a9\ub418\ub294 \ub370\ub294 \uadf8\ub9cc\ud55c \uc774\uc720\uac00 \uc788\uaca0\uc9c0\ub9cc, \ud55c\uacc4\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. 2021\ub144 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, 2025\ub144\uae4c\uc9c0 <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2021-05-27-gartner-predicts-more-than-75--of-organizations-will-\" target=\"_blank\" rel=\"noopener\">75% \uc774\uc0c1\uc758 \uae30\uc5c5\uc774 \uace0\uac1d \uc11c\ube44\uc2a4 \ubc0f \uc9c0\uc6d0\uc758 \uc131\uacf5 \ucc99\ub3c4\ub85c\uc11c NPS\ub97c \uc0ac\uc6a9\ud558\uc9c0 \uc54a\uc744 \uac83<\/a>\uc73c\ub85c \uc608\uce21\ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\ub300\ub85c \uce21\uc815\ud560 \uc218 \uc788\ub294 \ubc29\ubc95\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uadf8\ub798\uc57c\ub9cc \uace0\uac1d\uc758 \uc758\uacac\uc744 \ubc14\ub974\uac8c \ub4e3\uace0 \ud559\uc2b5\ud558\uc5ec \uace0\uac1d\uc774 \uc694\uad6c\ud558\ub294 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;440813&#8243; onclick=&#8221;custom_link&#8221; css=&#8221;.vc_custom_1677141436253{margin-right: 1.5em !important;margin-bottom: 1.5em !important;}&#8221; link=&#8221;https:\/\/www.genesys.com\/ko-kr\/resources\/contact-center-optimization-customer-journeys?ost_tool=blog&amp;ost_campaign=apac_lg-ko&#8221;][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h3><strong>\ucee8\ud0dd\uc13c\ud130 \ucd5c\uc801\ud654\ub97c \uc704\ud55c<br \/>\n\uc644\ubcbd \uac00\uc774\ub4dc<\/strong><\/h3>\n<p>\uace0\uac1d \uc5ec\uc815 \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uace0 \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9\uc744 \uc808\uac10\ud558\ub294 \ubc29\ubc95\uc744 \uc54c\uc544\ubcf4\uc138\uc694.<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/contact-center-optimization-customer-journeys\/?ost_tool=blog&ost_campaign=apac_lg-ko\" target=\"_blank\" rel=\"\">\uc790\uc138\ud788 \uc54c\uc544\ubcf4\uae30<\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;.vc_custom_1677457764503{margin-bottom: 1.5em !important;}&#8221;]\uc2dc\uc7a5\uc870\uc0ac\uae30\uad00\uc778 \ud3ec\ub808\uc2a4\ud130(Forrester)\uc5d0 \ub530\ub974\uba74 \uace0\uac1d\uc758 \uc778\uc2dd\uacfc \ud589\ub3d9\uc774 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5\uc744 \uc774\ud574\ud558\uae30 \uc704\ud55c\u00a0<a href=\"https:\/\/www.forrester.com\/report\/How-To-Establish-A-CX-Measurement-Program\/RES137909\" target=\"_blank\" rel=\"noopener\">CX \uc9c0\ud45c\uc5d0\ub294 3\uac00\uc9c0 \uc720\ud615<\/a>\uc774 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ol>\n<li><strong>\uc778\uc2dd \uc9c0\ud45c<\/strong><\/li>\n<\/ol>\n<p>\uc778\uc2dd \uc9c0\ud45c\ub294 \uace0\uac1d\uc774 \uae30\uc5c5\uacfc\uc758 \uc804\ubc18\uc801\uc778 \uacbd\ud5d8\uc5d0\uc11c \uae30\ub300\ud558\ub294 \ubc14\uc640 \uad00\ub828\uc774 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc774 \uc790\uc2e0\uc758 \uacbd\ud5d8\uc5d0 \ub300\ud574 \uc5b4\ub5bb\uac8c \ub290\ub07c\ub294\uc9c0 \uc774\ud574\ud558\ub294 \uac83\uc774 \uc774 \uc9c0\ud45c\uc758 \ubaa9\ud45c\uc785\ub2c8\ub2e4. \ub9ce\uc740 CX \ub9ac\ub354\ub4e4\uc774 \uace0\uac1d\uc758 \uac10\uc815\uc744 \uce21\uc815\ud558\uae30 \uc704\ud574 \uc124\ubb38 \uc870\uc0ac\uc640 \uc74c\uc131 \ub610\ub294 \ud14d\uc2a4\ud2b8 \ubd84\uc11d\uc744 \uc774\uc6a9\ud569\ub2c8\ub2e4. VoC(Voice of the Customer) \ud504\ub85c\uadf8\ub7a8\uc740 \uace0\uac1d\uc758 \uc778\uc2dd\uc744 \ud30c\uc545\ud558\ub294 \ud45c\uc900 \uc218\ub2e8\uc774\uba70, \uc77c\ubc18\uc801\uc73c\ub85c \ub9cc\uc871\ub3c4\uc640 \ud3b8\uc758\uc131, \uc2e0\ub8b0\ub3c4\ub97c \uce21\uc815 \uae30\uc900\uc5d0 \ud3ec\ud568\ud569\ub2c8\ub2e4. \uace0\uac1d\uc758 \ub9cc\uc871\ub3c4\ub97c \uc885\ud569\uc801\uc778 \uc778\ud130\ub799\uc158 \ub610\ub294 \ub2e8\uc77c \uc811\uc810\uc5d0\uc11c \ud55c \ubc88 \uc774\ub8e8\uc5b4\uc9c0\ub294 \uc778\ud130\ub799\uc158\uce21\uc815\ud558\ub294 \uac83\uc774 \uc544\ub2c8\ub77c, \ud2b9\uc815 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\uae30 \uc704\ud574 \uace0\uac1d\uc774 \ucde8\ud558\ub294 \uc804\uccb4 \uacbd\ub85c\uc5d0 \ub300\ud55c \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\ub294 \uac83\uc774 \ud575\uc2ec\uc785\ub2c8\ub2e4.<\/p>\n<p style=\"padding-left: 40px;\">2. <strong>\uc778\ud130\ub799\uc158 \uc9c0\ud45c<\/strong><\/p>\n<p>\uc778\ud130\ub799\uc158 \uc9c0\ud45c\ub294 \uccad\uad6c \uc9c0\ubd88, \uacc4\uc88c \uac04 \uc1a1\uae08 \ub4f1 \uace0\uac1d\uc774 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\ub294 \uacfc\uc815\uc5d0\uc11c \uc2e4\uc81c\ub85c \uc5b4\ub5a4 \uc77c\uc774 \ubc1c\uc0dd\ud558\ub294\uc9c0 \uc0b4\ud3b4\ubd05\ub2c8\ub2e4. \uc774 \ub370\uc774\ud130\ub294 \uc6f9 \uc0ac\uc774\ud2b8, \ucee8\ud0dd\uc13c\ud130, \uc2e4\uc81c \ub9e4\uc7a5 \ub610\ub294 \uc9c0\uc810\uc5d0\uc11c \ub3c4\ucd9c\ud569\ub2c8\ub2e4. CX \ub9ac\ub354\ub294 \uc778\ud130\ub799\uc158 \uacfc\uc815\uc5d0\uc11c \ud589\ud574\uc9c4 \ub2e4\uc591\ud55c \ucc44\ub110\uc5d0\uc11c\uc758 \ud589\ub3d9\uc774 \uace0\uac1d\uc758 \uc778\uc2dd\uc5d0 \uc5b4\ub5a4 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294\uc9c0 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc608\ub97c \ub4e4\uc5b4, \uc0c1\ub2f4\uc0ac\uac00 \uace0\uac1d\uc758 \ubb38\uc81c\ub97c \uc774\ud574\ud558\uc9c0 \ubabb\ud558\uac70\ub098 \uc81c\ub300\ub85c \ud574\uacb0\ud558\uc9c0 \ubabb\ud574 \ub300\ud654\uac00 \uae38\uc5b4\uc9c0\uba74\uc11c \uace0\uac1d\uc774 \ubd88\ud3b8\ud574\ud558\uac70\ub098 CSAT (\uace0\uac1d\ub9cc\uc871\ub3c4) \uc9c0\ud45c\uac00 \uae09\uaca9\ud788 \ub5a8\uc5b4\uc9c0\ub294 \uac83\uc744 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc6d0\uc774 \uc81c\ub300\ub85c \ubb38\uc81c\ub97c \ud574\uacb0\ud574 \uace0\uac1d\uc774 \ub9cc\uc871\ud558\ub294\uc9c0\ub3c4 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4\uc758 \ubb38\uc81c\ubcf4\ub2e4\ub294 \ud1b5\ud654\uac00 \uc5f0\uacb0\ub418\uae30\uae4c\uc9c0\uc758 \uae34 \ub300\uae30 \uc2dc\uac04\uc5d0 \ub354 \ud070 \ubd88\ud3b8\uc744 \ub290\ub084 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc778\ud130\ub799\uc158\uacfc \uc804\ubc18\uc801\uc778 \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub824\uba74 \uace0\uac1d\uc774 \uccb4\uac10\ud560 \uc218 \uc788\ub294 \uc694\uc18c\ub97c \uace0\ub824\ud574 \ubcf4\uc138\uc694. \uae34 \ub300\uae30 \uc2dc\uac04\uc744 \uc904\uc77c \uc218 \uc788\ub294 \ucf5c\ubc31 \uae30\ub2a5\uc744 \uad6c\ud604\ud558\uac70\ub098, \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4 \ubb38\uc81c\ub97c \uc2a4\uc2a4\ub85c \ud574\uacb0\ud558\ub824\ub294 \uace0\uac1d\uc744 \uc704\ud574 FAQ \ud398\uc774\uc9c0\ub97c \uac1c\uc120\ud558\ub294 \uac83\ub9cc\uc73c\ub85c\ub3c4 \ud070 \ud6a8\uacfc\ub97c \ubcfc \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p style=\"padding-left: 40px;\">3. <strong>\uacb0\uacfc \uc9c0\ud45c<\/strong><\/p>\n<p>\uacb0\uacfc \uc9c0\ud45c\ub294 \uace0\uac1d\uc758 \uc778\uc2dd \ubc0f \uc778\ud130\ub799\uc158\uc758 \uc601\ud5a5\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc989, \uace0\uac1d\uc774 \uae30\uc5c5\/\ube0c\ub79c\ub4dc\uc640\uc758 \uacbd\ud5d8\uc744 \ud1b5\ud574 \ubb34\uc5c7\uc744 \ud558\uace0\uc790 \ud558\ub294\uc9c0\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. NPS, \uc11c\ube44\uc2a4 \uc5c5\uadf8\ub808\uc774\ub4dc \uc218, \uad6c\ub9e4 \uc81c\ud488 \uc218\uc640 \uac19\uc740 \uc720\ud615\uc758 \uc9c0\ud45c\ub294 \uace0\uac1d \ud589\ub3d9 \ub370\uc774\ud130\ub294 \ubb3c\ub860\uc774\uace0 \uc124\ubb38 \uc870\uc0ac, \uc7ac\ubb34 \ub370\uc774\ud130 \ub4f1\uc5d0\uc11c\ub3c4 \ub3c4\ucd9c\ub429\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \uc815\uc758\ud558\ub824\uba74 \uace0\uac1d\uc774 \ub2ec\uc131\ud558\ub824\ub294 \uac01 \ubaa9\ud45c\uc5d0 \ub300\ud55c \uc8fc\uc694 \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub97c \ud30c\uc545\ud574\uc57c \ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \uc218\uc9d1(acquisition), \ube44\uc6a9 \uc808\uac10, \uc0ac\uc6a9\uc790\ub2f9 \ub9e4\ucd9c \uc99d\ub300 \ub4f1\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4.<\/p>\n<h2>\uae30\uc874 CX \uce21\uc815 \ubc29\uc2dd\uc758 \ud55c\uacc4<\/h2>\n<p>NPS\uc640 \uac19\uc740 \uae30\uc874 \uc9c0\ud45c\ub294 \ud310\ub9e4 \ub610\ub294 \uc11c\ube44\uc2a4 \uc778\ud130\ub799\uc158\uc774 \ub05d\ub09c \ud6c4 \uce21\uc815\ud55c\ub2e4\ub294 \uc810\uc5d0\uc11c \ube44\ud310\uc744 \ubc1b\uc544\uc654\uc2b5\ub2c8\ub2e4. \ucda9\uc131\ub3c4\ub97c \uc5bb\uac70\ub098 \uc783\ub294 \uc21c\uac04\uc5d0 \ub300\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\ub294 \ub370 \ud55c\uacc4\uac00 \uc788\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. \ub610\ud55c \uace0\uac1d \ubd88\ub9cc\uc871\uc758 \uadfc\ubcf8 \uc6d0\uc778\uc744 \ud30c\uc545\ud558\uc9c0 \ubabb\ud558\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc73c\uba70, \uc0ac\ub78c\uc5d0 \uc911\uc810\uc744 \ub450\uae30\ubcf4\ub2e4\ub294 \uae30\uc5c5\uc5d0 \uc911\uc2ec\uc744 \ub450\ub294 \uc9c0\ud45c\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc2e4\uc81c\ub85c, \uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c \uc784\uc6d0 \uc911 41%\uac00 \ud574\ub2f9 \uc9c0\ud45c\uc758 \uc0c1\uc2b9 \ub610\ub294 \ud558\ub77d \uc774\uc720\ub97c \uc124\uba85\ud558\uc9c0 \ubabb\ud55c\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. HBR \uc124\ubb38\uc870\uc0ac\uc5d0\uc11c \ud655\uc778\ub41c \uac00\uc7a5 \uc911\uc694\ud55c \uc0ac\uc2e4 \ud558\ub098\ub294 &#8216;\uace0\uac1d \uc5ec\uc815 \ucd08\uae30&#8217;\uc5d0 CX\uc758 \ud488\uc9c8\uc744 \ub354 \ud6a8\uacfc\uc801\uc73c\ub85c \uc774\ud574\ud560 \uc218 \uc788\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4. \uc544\uc6b8\ub7ec \ub2e8 28%\uc758 \uacbd\uc601\uc9c4\ub9cc\uc774 \uace0\uac1d \uc5ec\uc815\uc758 \ubaa8\ub4e0 \ub2e8\uacc4\uc5d0\uc11c \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub9e4\uc6b0 \uc815\ud655\ud558\uac8c \uc774\ud574\ud558\uace0 \uc788\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uacbd\uc601\uc9c4\uc740 \uc124\ubb38 \uc870\uc0ac \uae30\ubc18\uc758 \uc9c0\ud45c\uc5d0 \ucd08\uc810\uc744 \ub9de\ucd94\uace0 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc778\ud130\ub799\uc158 \ud6c4 \ud53c\ub4dc\ubc31\uc744 \uc218\uc9d1\ud558\ub294 \ub370 \uac00\uc7a5 \ub2a5\uc219\ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/p>\n<p>\ub2e4\ud589\ud788\ub3c4 \uc751\ub2f5\uc790\uc758 81%\uac00 \uace0\uac1d \uc5ec\uc815 \uc911\uc2ec\uc758 \uc811\uadfc \ubc29\uc2dd\uc73c\ub85c \uc804\ud658\ud558\ub294 \uac83\uc744 \uc8fc\uc694 \uc6b0\uc120\uc21c\uc704\ub85c \uc0bc\uace0 \uc788\uc5c8\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \uce21\uc815\uc5d0 \ub300\ud55c \ud22c\uc790\ub97c \ub298\ub9b4 \uacc4\ud68d\uc774\ub77c\uace0 \uc751\ub2f5\ud55c \uacbd\uc601\uc9c4\ub3c4 \uac70\uc758 \uc808\ubc18\uc5d0 \ub2ec\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uc5ec\uc815 \uc911\uc2ec\uc758 \uc811\uadfc \ubc29\uc2dd\uc73c\ub85c \uace0\uac1d \uacbd\ud5d8 \uce21\uc815\uc744 \uc5b4\ub5bb\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc744\uae4c\uc694?<\/h2>\n<p>\uadf8\ub807\ub2e4\uba74 CX \uce21\uc815 \ubc29\uc2dd\uc744 \uc5b4\ub5bb\uac8c \uac1c\uc120\ud574\uc57c \ud560\uae4c\uc694? \uc5ec\uae30 \ud55c \uac00\uc9c0 \uc608\uac00 \uc788\uc2b5\ub2c8\ub2e4. \ud55c \uc120\ub3c4\uc801\uc778 \uc778\ud130\ub137 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc5c5\uccb4(ISP)\uc758 \ucf5c\uc13c\ud130 \ubd84\uc11d \uad00\ub9ac\uc790\ub294 <a href=\"\/capabilities\/journey-analytics\" target=\"_blank\" rel=\"noopener\">FCR(\ucd5c\ucd08 \ubb38\uc758 \ud574\uacb0)<\/a>, AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04), \ud1b5\ud654 \uc2dc\uac04 \ub4f1\uc758 \uc9c0\ud45c\ub97c \uc815\uae30\uc801\uc73c\ub85c \ubaa8\ub2c8\ud130\ub9c1\ud588\uc2b5\ub2c8\ub2e4. \uadf8\uc758 \ubaa9\ud45c\ub294 \ud1b5\ud654 \uc2dc\uac04\uc744 \uc904\uc5ec \ube44\uc6a9\uc744 \ucd5c\uc18c\ud654\ud558\ub294 \uac83\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \ubaa9\ud45c\ub300\ub85c \uadf8\ub294 \ud1b5\ud654 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ud558\uc9c0\ub9cc \uae30\ub300\uc640 \ub2ec\ub9ac \uace0\uac1d \uc11c\ube44\uc2a4 \ube44\uc6a9\uc774 10\ubc30\ub098 \uc99d\uac00\ud588\uc2b5\ub2c8\ub2e4. \ud1b5\ud654 \uc2dc\uac04\uc774 \uc9e7\uc544\uc9c0\uba74\uc11c \uace0\uac1d\uc740 \uc0c1\ub2f4\uc0ac\ub85c\ubd80\ud130 \ud544\uc694\ud55c \uc9c0\uc6d0\uc744 \ucda9\ubd84\ud788 \ubc1b\uc9c0 \ubabb\ud588\uace0, \ud68c\uc0ac\ub294 \uc774\ub7ec\ud55c \uace0\uac1d\uc744 \uc9c0\uc6d0\ud558\uae30 \uc704\ud574 \uc11c\ube44\uc2a4 \uae30\uc220\uc790\ub97c \ubcf4\ub0b4\uc57c \ud588\ub358 \uac83\uc785\ub2c8\ub2e4. \uc774\ucc98\ub7fc \ub2e4\ub978 \uc694\uc18c\ub97c \uace0\ub824\ud558\uc9c0 \uc54a\uc740 \uc0c1\ud0dc\uc5d0\uc11c \uace0\uac1d \uacbd\ud5d8 \uc9c0\ud45c\ub97c \uce21\uc815\ud558\uba74 \uc798\ubabb\ub41c \ud56d\ubaa9\uc744 \ucd5c\uc801\ud654\ud560 \uac00\ub2a5\uc131\uc774 \ub192\uc2b5\ub2c8\ub2e4. \uc774\ud6c4, \uc804\uccb4 \uace0\uac1d \uc9c0\uc6d0 \uc5ec\uc815\uc744 \ubd84\uc11d\ud55c \uc774 \ud68c\uc0ac\uc758 \ucf5c \uc13c\ud130 \uad00\ub9ac\uc790\ub294 \uc778\ud130\ub137 \uc5f0\uacb0\uacfc \uad00\ub828\ub41c \ubb38\uc81c\uc5d0 \uc9c1\uba74\ud55c \ub300\ubd80\ubd84\uc758 \uace0\uac1d\uc740 \uc0c1\ub2f4\uc0ac\ub97c \ud1b5\ud574 \uc9c0\uc6d0\uc744 \ubc1b\ub294\ub2e4\ub294 \uc0ac\uc2e4\uc744 \uc54c\uac8c \ub418\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \uc5ec\uc815\uc5d0\uc11c\ub294 \uc0c1\ub2f4\uc0ac\uac00 \uace0\uac1d\uc758 \uc778\ud130\ub137 \uc5f0\uacb0 \ubb38\uc81c\ub97c \uc2e0\uc18d\ud558\uac8c \uc9c4\ub2e8\ud558\uace0 \ud574\uacb0\ud558\ub294 \ub370 \uc2dc\uac04\uc744 \ub4e4\uc774\ub294 \uac83\uc774 \ud6e8\uc52c \ud569\ub9ac\uc801\uc785\ub2c8\ub2e4. \uc720\uc0ac\ud55c \ubb38\uc81c\ub97c \uacaa\uace0 \uc788\ub294 \ub2e4\ub978 ISP\ub3c4 \ucc38\uace0\ud560 \ub9cc\ud55c \uc0ac\ub840\uc785\ub2c8\ub2e4. \uace0\uac1d \uc5ec\uc815\uc5d0 \ub9de\uac8c \uc870\uc9c1\uc744 \uc870\uc815\ud558\ub294 \uac83. \uc774\uac83\uc774 <a href=\"https:\/\/www.genesys.com\/ko-kr\/definitions\/what-is-customer-journey-management\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uc5ec\uc815 \uad00\ub9ac<\/a>\uc758 \ud575\uc2ec\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc811\uadfc \ubc29\uc2dd\uc744 \ud1b5\ud574 \uae30\uc5c5\uc740 \uace0\uac1d \ud589\ub3d9\uc744 CX \ubc0f \ube44\uc988\ub2c8\uc2a4 \uacb0\uacfc\uc5d0 \uc5f0\uacc4\ud558\uc5ec \uc885\ud569\uc801\uc778 \uace0\uac1d \uc5ec\uc815\uc744 \uc2dc\uac01\ud654\ud558\uace0, \uce21\uc815\ud558\uace0, \ucd5c\uc801\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc120\ub3c4\uc801\uc778 \uae30\uc5c5\ub4e4\uc774 \uace0\uac1d \uacbd\ud5d8 \uce21\uc815 \ubc29\uc2dd\uc744 \uc5ec\uc815 \uc911\uc2ec\uc73c\ub85c \uc804\ud658\ud558\ub294 \uc774\uc720\uc785\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc5ec\uc815\uc740 CX \uc9c0\ud45c\ub97c \uc2e4\uc81c \ub3c4\uc6c0\uc774 \ub418\ub294 \uc778\uc0ac\uc774\ud2b8\ub85c \ubcc0\ud658\uc2dc\ucf1c \uc90d\ub2c8\ub2e4.<\/h2>\n<p>NPS, CSAT\uc640 \uac19\uc740 \uc9c0\ud45c\uac00 \uac10\uc18c\ud560 \ub54c \ub300\ubd80\ubd84\uc758 CX \ub9ac\ub354\ub4e4\uc740 \uc5b4\ub514\ub97c \uac00\uc7a5 \uba3c\uc800 \uc0b4\ud3b4\ubd10\uc57c \ud560\uc9c0 \uc798 \uc54c\uc9c0 \ubabb\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc5ec\uc815 \uc911\uc2ec\uc758 CX \uc9c0\ud45c\ub77c\uba74 \uc774\uc57c\uae30\ub294 \ub2ec\ub77c\uc9d1\ub2c8\ub2e4. \uace0\uac1d \uc5ec\uc815 \uce21\uc815\uacfc \uac19\uc740 \uc5ec\uc815 \uc911\uc2ec\uc758 \uc811\uadfc \ubc29\uc2dd\uc744 \uc0ac\uc6a9\ud558\uba74 KPI\uac00 \uc0c1\uc2b9\ud558\uac70\ub098 \ud558\ub77d\ud560 \ub54c \uc5b4\ub514\ub97c \uc0b4\ud3b4 \ubd10\uc57c \ud558\ub294\uc9c0 \uc815\ud655\ud788 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc55e\uc11c, \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\ub294 \uac00\uc7a5 \ud604\uc2e4\uc801\uc778 \ubc29\ubc95\uc740 \uac01 \uc8fc\uc694 \uace0\uac1d \ubaa9\ud45c\uc5d0 \ub300\ud55c \ub2e4\uc74c\uacfc \uac19\uc740 \uc9c0\ud45c\ub97c \ucd94\uc801\ud558\ub294 \uac83\uc774\ub77c\uace0 \uc5b8\uae09\ud55c \ubc14 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uc81c\ud488\/\uc11c\ube44\uc2a4 \uad6c\uc785(\uc218\uc9d1)<\/li>\n<li>\uc81c\ud488\/\uc11c\ube44\uc2a4 \uc124\uc815(\uc628\ubcf4\ub529)<\/li>\n<li>\uc9c0\ubd88<\/li>\n<li>\uc81c\ud488\/\uc11c\ube44\uc2a4 \uc0ac\uc6a9<\/li>\n<li>\ubb38\uc81c \ud574\uacb0(\uc9c0\uc6d0)<\/li>\n<li>\uc81c\ud488\/\uc11c\ube44\uc2a4 \ubcc0\uacbd<\/li>\n<li>\uc11c\ube44\uc2a4 \ucde8\uc18c\/\uc81c\ud488 \ubc18\ud488<\/li>\n<\/ul>\n<p>\uc9c0\uc6d0 \uc5ec\uc815\uc5d0 \ub300\ud55c \ub9cc\uc871\ub3c4\uac00 \ub5a8\uc5b4\uc9c0\ub354\ub77c\ub3c4 \uc5b4\ub514\ub97c \uba3c\uc800 \uc0b4\ud3b4\ubd10\uc57c \ud558\ub294\uc9c0 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc74c\uc131, \ucc44\ud305 \ub610\ub294 IVR\uacfc \uac19\uc740 \ucee8\ud0dd\uc13c\ud130 \ucc44\ub110\uc744 \uc0b4\ud53c\uba74 \ub429\ub2c8\ub2e4. \uc62c\ubc14\ub978 \ubc29\ud5a5\uc73c\ub85c \ub098\uc544\uac04\ub2e4\uba74 \uc9c0\ud45c \ubcc0\ub3d9\uc758 \uadfc\ubcf8 \uc6d0\uc778\uc744 \uc2e0\uc18d\ud558\uac8c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc774\ub7ec\ud55c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uace0 \uacbd\ud5d8\uc744 \uac1c\uc120\ud558\uae30 \uc704\ud574 \uc5b4\ub5a4 \uc870\uce58\ub97c \ud574\uc57c \ud560\uc9c0\ub3c4 \uc815\ud655\ud788 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5ec\uc815 \uc911\uc2ec\uc758 \uc811\uadfc \ubc29\uc2dd\uc744 \ud65c\uc6a9\ud558\uba74 \ub2e4\uc74c\uc774 \uac00\ub2a5\ud574\uc9d1\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uace0\uac1d\uc774 \ud2b9\uc815 \uc81c\ud488, \uc11c\ube44\uc2a4,\ucc44\ub110\uc744 \uc0ac\uc6a9\ud558\ub294 \uc774\uc720 \ud30c\uc545,<\/li>\n<li>\uace0\uac1d\uc774 \ucc44\ub110\uc744 \uc804\ud658\ud558\uac8c \ub9cc\ub4dc\ub294 \uc694\uc18c \ud30c\uc545<\/li>\n<li>\uace0\uac1d\uc774 \ubaa9\ud45c \ub2ec\uc131\uc5d0 \uc131\uacf5\ud560 \uac00\ub2a5\uc131 \uc608\uce21<\/li>\n<li>\uac01 \uc5ec\uc815\uc774 CX \ubc0f \ube44\uc988\ub2c8\uc2a4 \uacb0\uacfc(NPS, CSAT, \uc774\ud0c8, \ud3c9\uc0dd \uac00\uce58, \ub9e4\ucd9c \ub4f1)\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5 \uc774\ud574<\/li>\n<\/ul>\n<p>\uc5ec\uc815 \uc911\uc2ec\uc758 \uc870\uc9c1\uc740 \uace0\ub9bd\ub41c \ucc44\ub110\uc5d0\uc11c\uc758 \uc778\ud130\ub799\uc158\uc744 \ub118\uc5b4 \uace0\uac1d \uacbd\ud5d8 \uce21\uc815 \uc5ed\ub7c9\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \uc811\uadfc \ubc29\uc2dd\uacfc \uae30\uc220\uc5d0 \ud22c\uc790\ud569\ub2c8\ub2e4. \uace0\uac1d \uc5ec\uc815 \ubd84\uc11d \uc194\ub8e8\uc158\uc740 \uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uc744 \uce21\uc815\ud558\uace0, \uc5ec\uc815 \uacb0\uacfc\ub97c \uc608\uce21\ud558\uba70, \uac1c\uc120 \uae30\ud68c\ub97c \ud30c\uc545\ud558\uae30 \uc704\ud55c \uc218\ub2e8\uc73c\ub85c \ud3ed\ubc1c\uc801\uc778 \uc778\uae30\ub97c \uc5bb\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uacbd\ud5d8 \uce21\uc815\uc744 \ucd5c\uc801\ud654\ud558\ub294 4\ub2e8\uacc4<\/h2>\n<p>\ubaa8\ub4e0 CX \ub9ac\ub354\uac00 \uace0\uac1d \uacbd\ud5d8 KPI\ub97c \uce21\uc815\ud558\uace0 \uc788\uc9c0\ub9cc, \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \ube44\uc988\ub2c8\uc2a4 \uacb0\uacfc\uc640 \uc5f0\uacb0\ud560 \uc218\ub2e8\uc774 \uc5c6\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. <a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx-report?ost_tool=blog&amp;ost_campaign=apac_lg-ko\" target=\"_blank\" rel=\"noopener\">2021\ub144 \uace0\uac1d \uc5ec\uc815 \uad00\ub9ac \ubc0f CX \uce21\uc815 \ud604\ud669 \ubcf4\uace0\uc11c<\/a>\uc5d0\uc11c 41%\uc758 \uae30\uc5c5\uc774 NPS, \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uac19\uc740 \uce21\uc815 \uc9c0\ud45c\ub97c \uac1c\uc120\ud588\uc9c0\ub9cc \uc774\ub97c \uc218\uc775\uc774\ub098 \ube44\uc6a9\uc73c\ub85c \uc804\ud658\ud558\ub294 \ub370 \uc5b4\ub824\uc6c0\uc774 \uc788\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. <a href=\"https:\/\/explore.genesys.com\/customer-journey-orchestration-planning-kit-en\/journey-measurement?ost_tool=blog&amp;ost_campaign=apac_blog_ft-2022\" target=\"_blank\" rel=\"noopener\">\uc5ec\uc815 \uce21\uc815<\/a>\uc744 \ud1b5\ud574 \uacf5\uac10\ud558\ub294 \uac1c\uc778\ud654 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uace0 CX\uc640 \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub97c \uac1c\uc120\ud560 \uc218 \uc788\ub294 \ubc29\ubc95\uc744 \uc18c\uac1c\ud569\ub2c8\ub2e4.<\/p>\n<ol>\n<li><strong>\uace0\uac1d \uc911\uc2ec\uc73c\ub85c \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\ub97c \uc218\ub9bd\ud558\uc138\uc694<\/strong><\/li>\n<\/ol>\n<p>\uace0\uac1d \uacbd\ud5d8 \ucee4\ubba4\ub2c8\ud2f0\uc5d0\uc11c\ub294 &#8216;\uac00\uce58&#8217;\ub97c \ud3ec\ucc29\ud558\ub294 \uc9c0\ud45c\uc5d0 \ub300\ud574 \uc790\uc8fc \ub17c\uc758\ud569\ub2c8\ub2e4. \uadf8\ub7f0\ub370 \uadf8 \uac00\uce58\ub294 \ub204\uac00 \ub204\ub9ac\ub294 \uac78\uae4c\uc694? \ud55c \uac78\uc74c \ubb3c\ub7ec\uc11c\uc11c \uba3c\uc800 \uace0\uac1d\uc744 \uc0dd\uac01\ud55c \ub2e4\uc74c \uae30\uc5c5\uc744 \uc0dd\uac01\ud574 \ubcf4\uc138\uc694. \uc804\ud1b5\uc801\uc73c\ub85c \uae30\uc5c5\uc740 \ub514\uc9c0\ud138 \uc18c\ud1b5 \ube44\uc728 \uc0c1\uc2b9, \uc11c\ube44\uc2a4 \ube44\uc6a9\uacfc \uac19\uc740 \ubaa9\ud45c\ub97c \uc124\uc815\ud588\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubaa9\ud45c\ub294 \uae30\uc5c5\uc758 \uc0c1\ud0dc\ub97c \ub098\ud0c0\ub0b4\ub294 \ud6cc\ub96d\ud55c \ubaa9\ud45c\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uace0\uac1d\uc774 \uae30\uc5c5\uc73c\ub85c\ubd80\ud130 \uc5bb\ub294 \uac00\uce58\ub97c \ud3ec\ucc29\ud558\uc9c0\ub294 \ubabb\ud569\ub2c8\ub2e4. \uace0\uac1d \uc911\uc2ec\uc758 \uae30\uc5c5\uc774 \ub41c\ub2e4\ub294 \uac83\uc740 \uace0\uac1d\uc758 \ubaa9\ud45c\ub97c \uba3c\uc800 \ud30c\uc545\ud558\uace0, \uc774\ub97c \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc5d0 \uc77c\uce58\uc2dc\ud0ac \uc218 \uc788\ub2e4\ub294 \uc758\ubbf8\uc785\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \ubaa8\uae30\uc9c0\ub97c \ud310\ub9e4\ud558\ub294 \uc740\ud589\uc774\ub098 \ub300\ucd9c\uc5c5\uccb4\ub294 \ub2e4\uc74c\uacfc \uac19\uc740 \ubaa9\ud45c\ub97c \uac00\uc9c0\uace0 \uc788\uc744 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ud310\ub9e4\ud558\ub294 \ubaa8\uae30\uc9c0 \uc218 \uc99d\uac00<\/li>\n<li>\uc774\ud0c8\ub960 \uac10\uc18c<\/li>\n<li>\ud310\ub9e4 \uc644\ub8cc\ub41c \uac01 \ubaa8\uae30\uc9c0\ub2f9 \uc11c\ube44\uc2a4 \ube44\uc6a9 \uc808\uac10<\/li>\n<\/ul>\n<p>\ud558\uc9c0\ub9cc \uc18c\ube44\uc790\ub294 \ub2e4\uc74c\uacfc \uac19\uc774 \ub2e4\ub978 \ubaa9\ud45c\ub97c \uac00\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uc190\uc26c\uc6b4 \ubaa8\uae30\uc9c0 \uc2e0\uccad<\/li>\n<li>\uc88b\uc740 \uc774\uc790\uc728<\/li>\n<li>\uc120\ud638\ud558\ub294 \ucc44\ub110\uc744 \ud1b5\ud55c \uc9c8\ubb38 \ubc0f \ud6a8\uc728\uc801\uc778 \ubb38\uc81c \ud574\uacb0<\/li>\n<li>\uc2e0\uc18d\ud55c \uc2b9\uc778<\/li>\n<\/ul>\n<p>CX \uce21\uc815 \ud504\ub808\uc784\uc6cc\ud06c\ub294 \uc774\ub7ec\ud55c \uace0\uac1d\uc758 \ubaa9\ud45c\ub97c \uac00\uc7a5 \uba3c\uc800 \ubc18\uc601\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub7ec\uace0 \ub098\uba74 \uac01 \uace0\uac1d \uc5ec\uc815\uc5d0 \ub300\ud55c \uace0\uac1d \ubd88\ud3b8 \uc810\uc218(CES), \ub9cc\uc871\ub3c4, NPS\uc640 \uac19\uc740 CX \uc9c0\ud45c\ub97c \uace0\uac1d \ubaa9\ud45c\uc640 \uc77c\uce58\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \ud3c9\uc0dd \uac00\uce58, \ube44\uc6a9, \uc218\uc775 \ub4f1\uc758 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc5d0 \uc2e4\uc81c\ub85c \uc601\ud5a5\uc744 \ubbf8\uce58\ub294 \uc9c0\ud45c\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uace0\uac1d \ubaa9\ud45c\ub97c CX KPI\uc5d0 \ub9e4\ud551\ud558\ub294 \ubc29\ubc95\uc744 \uc608\ub85c \ub4e4\uba74 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<table style=\"height: 178px; width: 42.6241%; border-color: #000000;\">\n<tbody>\n<tr>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">\ubaa9\ud45c<\/td>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">KPI<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">\uc190\uc26c\uc6b4 \ubaa8\uae30\uc9c0 \uc2e0\uccad<\/td>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">CES<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">\uc88b\uc740 \uc774\uc790\uc728<\/td>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">CSAT, NPS<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">\uc120\ud638\ud558\ub294 \ucc44\ub110\uc744 \ud1b5\ud55c \uc9c8\ubb38 \ubc0f \ud6a8\uc728\uc801\uc778 \ubb38\uc81c \ud574\uacb0<\/td>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">FCR, AHT, \ucc44\ub110 \uc804\ud658 \uc218<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">\uc2e0\uc18d\ud55c \uc2b9\uc778<\/td>\n<td style=\"width: 49.4574%; border-style: solid; border-color: #050505;\" width=\"312\">CSAT, NPS<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<ol start=\"2\">\n<li><strong>\uc634\ub2c8\ucc44\ub110 \uace0\uac1d \ub370\uc774\ud130\ub97c \uc5f0\uacb0\ud558\uc138\uc694<\/strong><\/li>\n<\/ol>\n<p>\uace0\uac1d\uc740 \ud2b9\uc815 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\ub294 \uacfc\uc815\uc5d0\uc11c \uc774\ub8e8\uc5b4\uc9c0\ub294 \uae30\uc5c5\uacfc\uc758 \uac01 \uc778\ud130\ub799\uc158\uc744 \uc9c0\uc18d\uc801\uc778 \uc5ec\uc815\uc73c\ub85c \uc778\uc2dd\ud569\ub2c8\ub2e4. \ub530\ub77c\uc11c \uace0\uac1d\uc774 \ub2e4\uc74c \ubc88\uc5d0 \uc5b4\ub5a4 \ucc44\ub110\uc744 \uc120\ud0dd\ud558\uc5ec \uc18c\ud1b5\ud558\ub354\ub77c\ub3c4 \ub9e4\ub044\ub7fd\uac8c \uc5f0\uacb0\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\ud06c\ub85c\uc2a4 \ucc44\ub110 \uacbd\ud5d8\uc744 \uce21\uc815\ud558\uc9c0 \uc54a\uace0\ub3c4 \uace0\uac1d\uc758 \ubaa9\ud45c\ub97c \ucc3e\uc544\ub0b4\uace0 \uc774\ub97c \ub2ec\uc131\ud558\ub294 \ubc29\ubc95\uc744 \uc54c\uc544\ubcf4\ub294 \uc77c, \uadf8\ub9ac\uace0 \uace0\uac1d\uc774 \ub2f9\uba74\ud55c \uc81c\uc57d \uc870\uac74\uc744 \ubc1c\uacac\ud558\ub294 \uc77c\uc740 \uacb0\ucf54 \uc27d\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uac8c\ub2e4\uac00 \uc5ec\ub7ec \ucc44\ub110\uc5d0 \uac78\uccd0 \uace0\uac1d \uacbd\ud5d8\uc744 \uce21\uc815\ud558\ub294 \uac83\ub3c4 \uc5b4\ub835\uc2b5\ub2c8\ub2e4. \ub370\uc774\ud130\uac00 \uc218\ub9ce\uc740 \uc2dc\uc2a4\ud15c\uacfc \ub370\uc774\ud130\ubca0\uc774\uc2a4\uc5d0 \ubd84\uc0b0\ub418\uc5b4 \uc788\uace0, \uc774\ub97c \uac01\uae30 \ub2e4\ub978 \ube44\uc988\ub2c8\uc2a4 \ubd80\uc11c\uc5d0\uc11c \uc18c\uc720\ud558\uace0 \uc788\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uc634\ub2c8\ucc44\ub110 \ubd84\uc11d\uc73c\ub85c \ubb38\uc81c\ub97c \uadf9\ubcf5\ud558\uae30\ub294 \uc27d\uc9c0 \uc54a\uc9c0\ub9cc \uc6b0\uc120\uc740 \uc791\uc740 \uaddc\ubaa8\ub85c \uc2dc\uc791\ud558\uace0, \uc2dc\uac04\uc774 \uc9c0\ub098\uba74\uc11c \ubc94\uc704\ub97c \ud655\uc7a5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uba3c\uc800 \uae30\uc5c5 \ub0b4 \ubaa8\ub4e0 \uc811\uc810\uc744 \uc5f0\uacb0\ud558\ub294 \ub370 \uc9d1\uc911\ud569\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \ucee8\ud0dd\uc13c\ud130 \ub2f4\ub2f9\uc790\ub294 IVR, \ucc44\ud305 \ubc0f \ud1b5\ud654 \ub370\uc774\ud130\ub97c \uba3c\uc800 \ud1b5\ud569\ud558\uace0 \ub098\uc911\uc5d0 \uc6f9 \uc0ac\uc774\ud2b8, \ubaa8\ubc14\uc77c \ubc0f \uc81c\ud488 \ub370\uc774\ud130\ub97c \ucd94\uac00\ud568\uc73c\ub85c\uc368 \uc989\uac01\uc801\uc778 \uac00\uce58\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc634\ub2c8\ucc44\ub110 \uace0\uac1d \ub370\uc774\ud130\ub97c \ud1b5\ud569\ud558\uae30 \uc704\ud574 \ubd84\uc11d \ubc0f \ub370\uc774\ud130 \uacfc\ud559 \ud300\uc5d0 \ub300\ud55c \ud22c\uc790\ub97c \uc6b0\uc120\uc73c\ub85c \ud558\ub294 \uae30\uc5c5\uc774 \uc788\ub294\uac00 \ud558\uba74, \uace0\uac1d \uc5ec\uc815 \ubd84\uc11d\uacfc \uac19\uc740 \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud558\ub294 \uae30\uc5c5\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud558\uba74 \ubd84\uc11d\uac00\ub294 \ubaa8\ub378 \uad6c\ucd95 \ubc0f \ubd84\uc11d\uc744 \ub354\uc6b1 \ube60\ub974\uac8c \ud560 \uc218 \uc788\uace0, \ube44\uc988\ub2c8\uc2a4 \uc0ac\uc6a9\uc790\ub294 \ud30c\uc774\uc36c\uc774\ub098 SQL \uc2a4\ud06c\ub9bd\ud2b8\ub97c \ucf54\ub529\ud558\uc9c0 \uc54a\uace0\ub3c4 \ud06c\ub85c\uc2a4 \ucc44\ub110 \uace0\uac1d \uc5ec\uc815\uc744 \uc2dc\uac01\ud654\ud558\uace0 \uce21\uc815\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ol start=\"3\">\n<li><strong>VoC \uce21\uc815 \ubc29\ubc95\uc744 \uac1c\uc120\ud558\uc138\uc694<\/strong><\/li>\n<\/ol>\n<p>\uace0\uac1d \ud53c\ub4dc\ubc31 \ubc0f VoC \ud504\ub85c\uadf8\ub7a8\uc740 CX \ub97c \uce21\uc815\ud558\ub294 \uc88b\uc740 \ubc29\ubc95\uc785\ub2c8\ub2e4. \uc774 \uc790\uccb4\ub85c\ub3c4 \uc720\uc6a9\ud558\uc9c0\ub9cc \ud53c\ub4dc\ubc31 \uc218\uc9d1 \ubc29\uc2dd\uc740 \uc880 \ub354 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc55e\uc11c \uc124\uba85\ud588\ub4ef\uc774 NPS\uc640 \uac19\uc740 \uc9c0\ud45c\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \uc138\uadf8\uba3c\ud2b8 \ub610\ub294 \ucc44\ub110\ubcc4\ub85c \uc9d1\uacc4\ub418\uc5b4 \uce21\uc815\ub429\ub2c8\ub2e4. \ub610\ud55c \uac01 \uc778\ud130\ub799\uc158\uc774 \uc774\ub904\uc9c4 \ud6c4\uc5d0 \ud3ec\ucc29\ub418\uba70, \uc774\ub294 \uace0\uac1d\uc758 \uc804\uccb4 \uacbd\ud5d8\uc744 \ubc18\uc601\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ud55c \ubc88\uc758 \uc778\ud130\ub799\uc158 \ud6c4\uc5d0 \ud53c\ub4dc\ubc31\uc744 \ubc1b\ub294 \ub300\uc2e0, \uace0\uac1d\uc758 \ubaa9\ud45c\uac00 \uc644\ub8cc\ub41c \ud6c4 \uc124\ubb38 \uc870\uc0ac\ub97c \uc2e4\uc2dc\ud574 \ubcf4\uc138\uc694. \uc608\ub97c \ub4e4\uc5b4, \uc778\ud130\ub137 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc5c5\uccb4(ISP)\ub77c\uba74 \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc640 \uc804\ud654 \ud1b5\ud654\ub97c \ud55c \ubc88 \ud55c \ud6c4, \ub610\ub294 \uae30\uc220\uc790\uac00 \ubc29\ubb38\ud55c \uc9c1\ud6c4\uac00 \uc544\ub2c8\ub77c, Wi-Fi \uc5f0\uacb0\uc774 \ubcf5\uc6d0\ub41c \ud6c4 \uc124\ubb38 \uc870\uc0ac\ub97c \uc2e4\uc2dc\ud569\ub2c8\ub2e4. \ub2e8\uc21c\ud55c \uc804\ud654 \ud55c \ud1b5\uc774\ub098 \uae30\uc220 \uc9c0\uc6d0 \ub2f4\ub2f9\uc790\uc758 \ubc29\ubb38 \ud55c \ubc88\uc73c\ub85c\ub294 \ubb38\uc81c\uac00 \ud574\uacb0\ub418\uc9c0 \uc54a\ub294 \uacbd\uc6b0\ub3c4 \uc788\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uc774\ub807\uac8c \ud558\uba74 \uc751\ub2f5\ub960 \ud558\ub77d, \uc124\ubb38 \uc870\uc0ac\uc5d0 \ub300\ud55c \ud53c\ub85c \ub4f1\ub3c4 \uc904\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc2e4\uc81c\ub85c VoC \uc124\ubb38 \uc870\uc0ac\uc5d0 \uc2dc\uac04\uc744 \ub4e4\uc5ec \uc2e0\uc911\ud558\uac8c \uc751\ub2f5\ud558\ub294 \uace0\uac1d\uc740 9%\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4. \uace0\uac1d \ud53c\ub4dc\ubc31 \uc218\uc9d1 \uc2dc\uae30\uc640 \ubc29\uc2dd\uc744 \ubc14\uafb8\uba74 \ud53c\ub4dc\ubc31\uc744 \ub354 \uc815\ud655\ud558\uac8c \uc774\ud574\ud558\uace0 VoC \uc9c0\ud45c\uc5d0\uc11c \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub85c \ubc14\ub85c \ub098\uc544\uac08 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ol start=\"4\">\n<li><strong>\uc2e4\uc2dc\uac04\uc73c\ub85c CX\ub97c \uce21\uc815\ud558\uc138\uc694<\/strong><\/li>\n<\/ol>\n<p>\uace0\uac1d\uc774 \ubaa9\ud45c\ub97c \ud3ec\uae30\ud558\uac70\ub098 \uc124\ubb38\uc744 \ub9c8\uce58\uc9c0 \uc54a\uc73c\uba74 \uc544\ubb34 \uac83\ub3c4 \uce21\uc815\ub418\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc774 \ubaa9\ud45c\uc5d0 \ub3c4\ub2ec\ud558\uace0 \uae0d\uc815\uc801\uc778 \uacbd\ud5d8\uc744 \ud560 \uac00\ub2a5\uc131\uc744 \uc608\uce21\ud558\ub294 \uc2e4\uc2dc\uac04 \uc9c0\ud45c\uac00 \ud544\uc694\ud569\ub2c8\ub2e4. \uc774\ub294 CX\uc640 \ube44\uc988\ub2c8\uc2a4 \uc131\uacf5\uc744 \ucd5c\uc801\ud654\ud558\ub294 \ub370 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\ub2e4\uc2dc \ubaa8\uae30\uc9c0\uc758 \uc608\uc81c\ub85c \ub3cc\uc544\uac00 \ubcf4\uaca0\uc2b5\ub2c8\ub2e4. \uc2e0\uccad\uc11c \uc81c\ucd9c\uc740 \ubaa8\uae30\uc9c0\uc758 \ud544\uc218 \ub2e8\uacc4\uc785\ub2c8\ub2e4. \uc774\ud0c8\ub960\uacfc \uc644\ub8cc\uc728\uc740 \uace0\uac1d \uc131\uacf5(\ubaa8\uae30\uc9c0 \ud655\ubcf4)\uacfc \ube44\uc988\ub2c8\uc2a4 \uc131\uacf5(\uc2e0\uaddc \uace0\uac1d \ud655\ubcf4)\uc744 \ubcf4\uc5ec\uc8fc\ub294 \uc644\ubcbd\ud55c \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc774 \uc9c0\ud45c\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \uce21\uc815\ud558\uba74 \uc774\ud0c8\ub960\uc774 \uc9c0\ub098\uce58\uac8c \ub192\uc740 \uc2dc\uae30\ub97c \ud30c\uc545\ud560 \uc218 \uc788\uc73c\ubbc0\ub85c, \ubb38\uc81c\ub97c \uc2e0\uc18d\ud788 \ud30c\uc545\ud558\uace0 \uac1c\uc785\ud558\uc5ec \uace0\uac1d\uc774 \uc2e0\uccad\uc11c\ub97c \uc81c\ucd9c\ud558\ub3c4\ub85d \uc9c0\uc6d0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\uc640 \uac19\uc740 \ubc29\uc2dd\uc73c\ub85c CX\ub97c \uce21\uc815\ud558\uba74 \uace0\uac1d \uc5ec\uc815\uc744 \uc870\uc815\ud558\uc5ec \uc2e4\uc2dc\uac04\uc73c\ub85c \uacbd\ud5d8\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uad81\uadf9\uc801\uc73c\ub85c \uace0\uac1d\uc740 \ubb38\uc81c\uac00 \ubc1c\uc0dd\ud55c \uc2dc\uc810\uc744 \uae30\uc5c5\uc774 \uc54c\uace0 \uc788\uae30\ub97c \uae30\ub300\ud569\ub2c8\ub2e4. \uc544\uc6b8\ub7ec \uc2e0\uc18d\ud558\uac8c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uac70\ub098, \ubaa9\ud45c \ub2ec\uc131\uc744 \uc704\ud55c \ub300\uccb4 \uacbd\ub85c\ub97c \uc81c\uacf5\ud574\uc904 \uac83\uc73c\ub85c \uae30\ub300\ud569\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uace0\uac1d \uacbd\ub85c\uc5d0 \uc788\ub294 \uc7a5\uc560\ubb3c\uc744 \uc54c\uc9c0 \ubabb\ud558\uba74 \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc5c6\uc2b5\ub2c8\ub2e4. \uacbd\ud5d8\uc774 \ubc1c\uc0dd\ud560 \ub54c \uc774\ub97c \uce21\uc815\ud558\ub294 \uac83\uc740 \uace0\uac1d\uc758 \ub9cc\uc871\ub3c4\uc640 \uc2e0\ub8b0, \ucda9\uc131\ub3c4\uc5d0 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uc2e4\uc2dc\uac04 CX \uce21\uc815\uc744 \ud1b5\ud574 \uac1c\uc120 \uae30\ud68c\uc758 \uc6b0\uc120\uc21c\uc704\ub3c4 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. CX\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \uce21\uc815\ud558\uba74 \uc5b4\ub5a4 \uc774\ub2c8\uc154\ud2f0\ube0c\uac00 \uacbd\ud5d8\uacfc \ube44\uc988\ub2c8\uc2a4 \uc9c0\ud45c\uc5d0 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294\uc9c0 \uc5b8\uc81c\ub4e0\uc9c0 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uace0\uac1d \uacbd\ud5d8\uc5d0 \ud070 \uc601\ud5a5\uc744 \uc8fc\uc9c0 \uc54a\uc740, \uc0c1\ub300\uc801\uc73c\ub85c \ub35c \uc911\uc694\ud55c \ubb38\uc81c\uc5d0 \ud544\uc694 \uc774\uc0c1\uc758 \uc2dc\uac04\uacfc \ub178\ub825\uc744 \ub0ad\ube44\ud558\uc9c0 \uc54a\uac8c \ub429\ub2c8\ub2e4.<\/p>\n<h2>CX \uc804\ubb38\uac00\uac00 \uc54c\uc544\uc57c \ud560 5\uac00\uc9c0 \uace0\uac1d \uacbd\ud5d8 \uc9c0\ud45c<\/h2>\n<p>CX \uc804\ubb38\uac00\ub294 \uace0\uac1d \uacbd\ud5d8\uc758 \uc0c1\ud0dc\ub97c \ub098\ud0c0\ub0b4\ub294 \ub2e4\uc591\ud55c \uc9c0\ud45c\ub97c \uc120\ud0dd\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uac00\uc7a5 \ub9ce\uc774 \uc0ac\uc6a9\ub418\ub294 \uace0\uac1d \uacbd\ud5d8 \uc9c0\ud45c\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<ol>\n<li><strong>\uc21c \uace0\uac1d\ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong><\/li>\n<\/ol>\n<p>NPS\ub294 \uce5c\uad6c, \uac00\uc871, \ub3d9\ub8cc \ub4f1 \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \uc5ec\ub7ec\ubd84\uc744 \ucd94\ucc9c\ud558\ub824\ub294 \uace0\uac1d\uc758 \ube44\uc728\uc744 \ud45c\uc2dc\ud569\ub2c8\ub2e4. \uc774 \uc9c0\ud45c\ub294 \uac00\uc7a5 \uc798 \uc54c\ub824\uc9c4 \uace0\uac1d \uacbd\ud5d8 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ub610\ud55c \uac00\uc7a5 \ub2e8\uc21c\ud569\ub2c8\ub2e4. NPS\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \ub2e4\uc74c\uacfc \uac19\uc740 \uc9c8\ubb38\uc744 \ud1b5\ud574 \uce21\uc815\ub429\ub2c8\ub2e4. \uce5c\uad6c\ub098 \ub3d9\ub8cc\uc5d0\uac8c [\uae30\uc5c5\/\ube0c\ub79c\ub4dc]\uc744(\ub97c) \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc740 \uc5bc\ub9c8\ub098 \ub429\ub2c8\uae4c? \uace0\uac1d\uc740 0~10\uc810 \ucc99\ub3c4\ub85c \ud3c9\uac00\ud558\uba70, \uc751\ub2f5\uc790\ub294 \ub2e4\uc74c \ubc94\uc8fc\ub85c \uadf8\ub8f9\ud654\ub429\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ucd94\ucc9c \uace0\uac1d(9~10\uc810)<\/li>\n<li>\uc911\ub9bd \uace0\uac1d(7~8\uc810)<\/li>\n<li>\ube44\ucd94\ucc9c \uace0\uac1d(0~6\uc810)<\/li>\n<\/ul>\n<p>NPS\ub97c \uacc4\uc0b0\ud558\ub824\uba74 \ucd94\ucc9c \uace0\uac1d\uc5d0\uc11c \ube44\ucd94\ucc9c \uace0\uac1d \ube44\uc728\uc744 \ube8d\ub2c8\ub2e4.<\/p>\n<ol start=\"2\">\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong><\/li>\n<\/ol>\n<p>CSAT\ub294 \uc8fc\uc5b4\uc9c4 \uacbd\ud5d8\uc5d0 \ub300\ud55c \uace0\uac1d\uc758 \uc911\uac04 \ub610\ub294 \ud3c9\uade0 \ub9cc\uc871\ub3c4 \uc810\uc218\uc785\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc73c\ub85c \uc778\ud130\ub799\uc158\uc774 \ub05d\ub09c \ud6c4 \uc790\ub3d9\uc73c\ub85c \uc0dd\uc131\ub41c \uc124\ubb38 \uc870\uc0ac\ub97c \ud1b5\ud574 \uace0\uac1d\uc5d0\uac8c \uc81c\ud488 \ubc18\ud488, \uace0\uac1d \uad00\ub9ac \ud1b5\ud654, \uc554\ud638 \ubcc0\uacbd\uacfc \uac19\uc740 \uacbd\ud5d8\uc744 \ud3c9\uac00\ud558\ub3c4\ub85d \uc694\uccad\ud558\ub294 \ubc29\uc2dd\uc73c\ub85c \uce21\uc815\ub429\ub2c8\ub2e4. \ubc94\uc704\ub294 \u2018\ub9e4\uc6b0 \ub9cc\uc871\u2019\uc5d0\uc11c \u2018\uc804\ud600 \ub9cc\uc871\ud558\uc9c0 \uc54a\uc74c\u2019\uae4c\uc9c0\ub85c \uc815\ud574\uc9d1\ub2c8\ub2e4. CSAT\ub294 \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4 \uacbd\ud5d8\uc5d0 \ub300\ud55c \uc0ac\uc6a9\uc790\uc758 \uc989\uac01\uc801\uc778 \ubc18\uc751\uc73c\ub85c \uc0ac\uc6a9\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub9ce\uc740 \uae30\uc5c5\uc5d0\uc11c CSAT\ub97c \uc804\uccb4 \uc131\uacfc \uc9c0\ud45c\ub85c \uc0ac\uc6a9\ud569\ub2c8\ub2e4. \uace0\uac1d\uc758 \uc804\ubc18\uc801\uc778 \ub9cc\uc871\ub3c4\ub97c \uc608\ub85c \ub4e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 CSAT\ub294 \ub2e8\uc77c \ucc44\ub110\uc5d0\uc11c\uc758 \ubd84\ub9ac\ub41c \uc778\ud130\ub799\uc158\ubcf4\ub2e4\ub294 \ud2b9\uc815 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud560 \uacbd\uc6b0\uc758 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud560 \ub54c \uac00\uc7a5 \uc720\uc6a9\ud569\ub2c8\ub2e4.<\/p>\n<ol start=\"3\">\n<li><strong>\uace0\uac1d \ub178\ub825 \uc810\uc218 (CES)<\/strong><\/li>\n<\/ol>\n<p>\uace0\uac1d \ub178\ub825 \uc810\uc218\ub294 \uace0\uac1d\uc774 \uc778\ud130\ub799\uc158\uc744 \uc218\ud589\ud558\ub294 \ub370 \ud544\uc694\ud55c \uc0c1\ub300\uc801\uc778 \ub178\ub825\uc744 \ub9d0\ud569\ub2c8\ub2e4. \uc774 \uc778\ud130\ub799\uc158\uc740 &#8216;\uc81c\ud488 \ucc3e\uae30&#8217;\uc640 \uac19\uc774 \uac04\ub2e8\ud55c \uac83\uc77c \uc218\ub3c4 \uc788\uace0, &#8216;\uae30\uc220 \ubb38\uc81c \ud574\uacb0&#8217;\uacfc \uac19\uc774 \ubcf4\ub2e4 \uae4c\ub2e4\ub85c\uc6b4 \uac83\uc77c \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc778\ud130\ub799\uc158\uc774 \uc774\ub8e8\uc5b4\uc9c4 \ud6c4, \uc815\uc758\ub41c \ucc99\ub3c4\uc5d0 \ub530\ub77c \uc790\ub3d9\ud654\ub41c \uc124\ubb38 \uc870\uc0ac\ub97c \uc2e4\uc2dc\ud558\ub294 \ubc29\uc2dd\uc73c\ub85c \uce21\uc815\ub429\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, &#8220;\uc774 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uc5bc\ub9c8\ub098 \ub9ce\uc740 \ub178\ub825\uc744 \uae30\uc6b8\uc5ec\uc57c \ud588\uc2b5\ub2c8\uae4c?&#8221;\ub77c\ub294 \uc9c8\ubb38\uc744 \ud560 \uc218 \uc788\uc73c\uba70, \uc774\ub54c \uc751\ub2f5\uc740 \u2018\ub9e4\uc6b0 \uc801\uc740 \ub178\ub825\u2019\ubd80\ud130 \u2018\ub9e4\uc6b0 \ub9ce\uc740 \ub178\ub825\u2019\uae4c\uc9c0 \ub2e4\uc591\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ub178\ub825 \uc810\uc218\ub294 \uace0\uac1d \uacbd\ud5d8\uc758 \uc7a5\uc560\ubb3c\uc744 \uc904\uc774\uae30 \uc704\ud55c \uae30\uc5c5\uc758 \ub178\ub825\uc774 \uacb0\uc2e4\uc744 \ub9fa\ub294\uc9c0 \uc5ec\ubd80\ub97c \uce21\uc815\ud558\ub294 \uc88b\uc740 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uace0\uac1d\uc740 \ube60\ub974\uace0 \ud3b8\ub9ac\ud55c \ubb38\uc81c \ud574\uacb0\uc744 \uc6d0\ud558\uba70, \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4 \uad00\ub828 \uc791\uc5c5\uc744 \uc644\ub8cc\ud558\uae30 \uc704\ud574 \ub9ce\uc740 \ub178\ub825\uc744 \uae30\uc6b8\uc5ec\uc57c \ud558\ub294 \uc0c1\ud669\uc744 \uaebc\ub9bd\ub2c8\ub2e4.<\/p>\n<p style=\"padding-left: 40px;\">4. <strong>\ucd5c\ucd08 \ubb38\uc758 \ud574\uacb0(FCR)<\/strong><\/p>\n<p>\ucee8\ud0dd\uc13c\ud130 \uc804\ubb38\uac00\ub77c\uba74 FCR\uc744 \ub4e4\uc5b4\ubcf4\uc168\uc744 \uac81\ub2c8\ub2e4. FCR\uc740 \ud6c4\uc18d \uc870\uce58 \uc5c6\uc774 \uccab \ubc88\uc9f8 \uc2dc\ub3c4\uc5d0\uc11c \uace0\uac1d \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \uc5ed\ub7c9\uc744 \ub9d0\ud569\ub2c8\ub2e4. FCR\uc740 \uace0\uac1d\uc758 \ub208\uc744 \ud1b5\ud574 \ucf5c\uc13c\ud130\uc758 \uc778\ud130\ub799\uc158\uc744 \uba85\ud655\ud558\uac8c \uc0b4\ud3b4\ubcfc \uc218 \uc788\ub294 \ubc29\ubc95\uc785\ub2c8\ub2e4.<\/p>\n<p>\ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \ubc18\ubcf5\uc801\uc73c\ub85c \uc804\ud654\ud558\uae30\ub97c \uc6d0\ud558\ub294 \uc0ac\ub78c\uc740 \uc5c6\uc2b5\ub2c8\ub2e4. \ucc98\uc74c \ubb38\uc758\ud588\uc744 \ub54c \ub2f5\ubcc0\uc744 \ubc1b\uace0 \ud574\uacb0\ud558\uae30\ub97c \uc6d0\ud569\ub2c8\ub2e4. \uadf8\ub798\uc11c \ud6a8\uc728\uc131\uacfc \ud6a8\uacfc\ub97c \uce21\uc815\ud558\ub294 \ub370 FCR\uc744 \uc0ac\uc6a9\ud558\ub294 \uae30\uc5c5\uc774 \ub9ce\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc774 \ucc98\uc74c \ubb38\uc758\ud588\uc744 \ub54c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uba74 \uc9c0\uc6d0 \ube44\uc6a9\uc774 \uc904\uc5b4\ub4ed\ub2c8\ub2e4. \ucd94\uac00 \ubb38\uc758 \uc5c6\uc774 \ubb38\uc81c\ub97c \ud574\uacb0\ud55c\ub2e4\ub294 \uac83\uc740 \uc801\uc808\ud55c \uad50\uc721\uc774 \uc774\ub8e8\uc5b4\uc84c\uc73c\uba70 \uace0\uac1d\uc5d0\uac8c \ud6a8\uacfc\uc801\uc73c\ub85c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud55c\ub2e4\ub294 \uc758\ubbf8\uc785\ub2c8\ub2e4. \ubb34\uc5c7\ubcf4\ub2e4\ub3c4 FCR\uc774 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \ub178\ub825, \uc218\uc775\uc5d0 \ud070 \uc601\ud5a5\uc744 \uc90d\ub2c8\ub2e4. \ubbf8\uad6d \uc18c\ube44\uc790\ub4e4\uc740 \ud6cc\ub96d\ud55c \uc11c\ube44\uc2a4\ub85c \uba85\uc131\uc774 \ub192\uc740 \ud68c\uc0ac\uc5d0\uc11c \uad6c\ub9e4\ud558\uae30 \uc704\ud574 <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2019\/09\/24\/50-stats-that-prove-the-value-of-customer-experience\/?sh=18deb3fd4ef2\" target=\"_blank\" rel=\"noopener\">17% \ub354 \ub9ce\uc740 \ube44\uc6a9\uc744 \uc9c0\ubd88<\/a>\ud560 \uc758\ud5a5\uc774 \uc788\ub2e4\uace0 \ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4\ub294 \uace0\uac1d \ub9cc\uc871\uc744 \ud1b5\ud574 \uace0\uac1d \uac00\uce58\ub97c \ucc3d\ucd9c\ud558\uace0 \uae30\uc5c5\uc758 \uc131\uacfc\ub97c \ubcf4\uc7a5\ud558\ub294 MOT(Moment of Truth, \uc9c4\uc2e4\uc758 \uc21c\uac04)\uc785\ub2c8\ub2e4. \uace0\uac1d\uc774 \ube0c\ub79c\ub4dc\ub97c \uc778\uc9c0\ud558\uace0 \uc774\ud0c8\uc774\ub098 \uc720\uc9c0\uc5d0 \ub300\ud55c \uacb0\uc815\uc744 \ub0b4\ub9ac\ub294 \ub370 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. FCR\uc744 \uc815\ud655\ud558\uac8c \uce21\uc815\ud558\ub824\uba74 \ubb38\uc81c\uac00 \ud574\uacb0\ub418\uc5c8\ub294\uc9c0 \uc5ec\ubd80\ub97c \ud310\ub2e8\ud558\ub294 \ub370 \uc788\uc5b4 \uc790\uc758\ub85c \ud574\uc11d(\uc608: 48\uc2dc\uac04 \uc774\ub0b4\uc5d0 \ucd94\uac00 \ud1b5\ud654 \uc5c6\uc74c)\ud558\uc9c0 \ub9d0\uc544\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>FCR\uc740 \uace0\uac1d\uc774 \uc5ec\uc815\uc744 \uc644\ub8cc\ud558\uc5ec \ubb38\uc81c\uac00 \ud574\uacb0\ub418\uc5c8\uc74c\uc744 \ud655\uc778\ud55c \ud6c4 \uacb0\uc815\ud574\uc57c \ud569\ub2c8\ub2e4. \ubaa8\uae30\uc9c0 \uc0ac\ub840\uc5d0 \ub300\uc785\ud574 \ubcf4\uba74, \uace0\uac1d\uc774 \uc2e0\uccad\uc11c\uc5d0 \ub300\ud55c \ubb38\uc758 \uc804\ud654\ub97c \ub04a\uc5c8\uc744 \ub54c\uac00 \uc544\ub2c8\ub77c \ub300\ucd9c\uc774 \uc2b9\uc778\ub418\uace0 \uc790\uae08\uc774 \uc9c0\uae09\ub418\uc5c8\uc744 \ub54c\uc5d0 \ud574\ub2f9\ud569\ub2c8\ub2e4.<\/p>\n<p style=\"padding-left: 40px;\">5. <strong>\uace0\uac1d \ud3c9\uc0dd \uac00\uce58(CLV)<\/strong><\/p>\n<p>\uace0\uac1d \ud3c9\uc0dd \uac00\uce58\ub294 \uace0\uac1d\uacfc \uae30\uc5c5 \uac04\uc758 \uc804\ubc18\uc801\uc778 \uad00\uacc4\uc5d0 \ub300\ud574 \uace0\uac1d\uc774 \uc5bb\ub294 \ucd1d \uac00\uce58\ub97c \uc218\ub7c9\ud654\ud55c \uac83\uc785\ub2c8\ub2e4. \ud3ec\ub808\uc2a4\ud130(Forrester)\uc5d0\uc11c\ub294 &#8220;\uace0\uac1d \uc778\uc0ac\uc774\ud2b8 \uc804\ubb38\uac00\ub4e4\uc774 \ud6a8\uc728\uc131\uc744 \uadf9\ub300\ud654\ud558\uace0 \uacbd\uc81c\uc801 \uac00\uce58\ub97c \uc785\uc99d\ud558\uba70 \uace0\uac1d \uacbd\ud5d8 \uac1c\uc120\uacfc \uac19\uc740 \uc804\ub7b5\uc801 \ubaa9\uc801\uc744 \uc774\ub8e8\uae30 \uc704\ud574 \ub370\uc774\ud130 \uad00\ub9ac \uae30\uc220\uc744 \ud65c\uc6a9\ud558\ub824\uace0 \ud558\uba74\uc11c \ud3c9\uc0dd \uac00\uce58\uac00 \uc810\uc810 \ub354 \ub9ce\uc740 \uc9d1\uc911\uc744 \ubc1b\uace0 \uc788\ub2e4&#8221;\uace0 \ub9d0\ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \ud3c9\uc0dd \uac00\uce58\ub294 \ube44\uc988\ub2c8\uc2a4\uac00 \ubaa8\ub4e0 \uace0\uac1d\uc5d0\uac8c\uc11c \uae30\ub300\ud560 \uc218 \uc788\ub294 \uae08\uc561\uc774 \uc5bc\ub9c8\ub098 \ub418\ub294\uc9c0 \uc608\uce21\ud560 \uc218 \uc788\ub294 \uac00\uc7a5 \uc88b\uc740 \uc9c0\ud45c\ub85c \uac04\uc8fc\ub429\ub2c8\ub2e4. \uc774\ub294 \uc7a5\uae30\uc801\uc778 \uacc4\ud68d\uc5d0 \ud544\uc218\uc774\uba70, CX \ub9ac\ub354\ub4e4\uc740 \uc774\ub97c \ud1b5\ud574 \uac01 \uace0\uac1d\uc758 \ud3c9\uc0dd \uac00\uce58\ub97c \ub192\uc77c \uc218 \uc788\ub294 \uc774\ub2c8\uc154\ud2f0\ube0c\uc758 \uc6b0\uc120\uc21c\uc704\ub97c \uc815\ud558\uae30\ub3c4 \ud569\ub2c8\ub2e4. \uace0\uac1d \ud3c9\uc0dd \uac00\uce58\uc758 \ubc94\uc8fc\uc5d0 \uc18d\ud558\uba74\uc11c \uace0\uac1d\uc758 \uacbd\ud5d8\uc5d0\ub3c4 \uc601\ud5a5\uc744 \uc904 \uc218 \uc788\ub294 \ub2e4\ub978 \uc9c0\ud45c\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04), \ubc18\ubcf5 \ud1b5\ud654\uc728, \ub300\uae30 \ub610\ub294 \ub300\uae30 \uc2dc\uac04 \ub4f1\uc758 <a href=\"\/capabilities\/journey-analytics\" target=\"_blank\" rel=\"noopener\">\ucee8\ud0dd\uc13c\ud130 \uc9c0\ud45c<\/a>\uac00 \uadf8 \uc608\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c KPI\ub294 \uc6b4\uc601\uacfc \uad00\ub828\ub418\uc5b4 \uc788\uc73c\uba70, \ub300\uae30 \uc2dc\uac04\uc774 \uae38\uac70\ub098 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uc5ec\ub7ec \ubc88 \uc804\ud654\ub97c \uac78\uc5b4\uc57c \ud558\ub294 \uacbd\uc6b0\uc5d0\ub3c4 \uace0\uac1d\uc758 \ubd88\ub9cc\uc774 \uc57c\uae30\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub294 \ub9cc\uc871\ub3c4, \ud3b8\uc758\uc131\uacfc \uac19\uc740 CX \uc9c0\ud45c\uc5d0 \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4.<\/p>\n<h2>\uc9c4\ud654\ud558\ub294 CX \uce21\uc815 \ubc29\uc2dd<\/h2>\n<p>\uc6b0\ub9ac\ub294 \uae30\uc874\uacfc\ub294 \ub2e4\ub978 \ud328\ub7ec\ub2e4\uc784\uc758 \uacbd\ud5d8 \uacbd\uc81c \uc2dc\ub300\ub97c \uc0b4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \uc2dc\ub300\uc5d0\uc11c\ub294 \uc0ac\ub78c \uc911\uc2ec\uc758 \uacf5\uac10\uc801 \uc811\uadfc \ubc29\uc2dd\ub9cc\uc774 \uc9c0\uc18d\uc801\uc778 \uacbd\uc7c1 \uc6b0\uc704\ub97c \ud655\ubcf4\ud560 \uc218 \uc788\ub294 \uc720\uc77c\ud55c \ubc29\ubc95\uc785\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \uce21\uc815 \ubc29\uc2dd\uc744 \uac1c\uc120\ud558\ub294 \uc77c\uc740 \uace0\uac1d\uc5d0\uac8c \uadc0 \uae30\uc6b8\uc774\uace0 \uace0\uac1d\uc744 \uc774\ud574\ud558\ub294 \uac00\uc7a5 \uc88b\uc740 \ubc29\ubc95\uc785\ub2c8\ub2e4. \uace0\uac1d\uc758 \uc2e0\ub8b0\uc640 \ucda9\uc131\ub3c4\ub97c \uc313\ub294 \uacb0\uc815\uc801 \uc694\uc18c\uc774\uae30\ub3c4 \ud569\ub2c8\ub2e4.<\/p>\n<p>\uc0c8\ub85c\uc6b4 \uae30\uc220\uc758 \ub4f1\uc7a5\uc740 \uc0c8\ub85c\uc6b4 \ub3c4\uc804\uc774\uc790 \uae30\ud68c\uc785\ub2c8\ub2e4. CX \ub9ac\ub354\ub4e4\uc740 \uc774 \uae30\uc220\uc5d0 \ud798\uc785\uc5b4 \uace0\uac1d \uacbd\ud5d8\uc744 \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc744 \ubc1c\uc804\uc2dc\ud0a4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\uc81c\ub294 \uace0\uac1d\uacfc \uace0\uac1d\uc758 \ubaa9\ud45c\ub97c \ucd5c\uc6b0\uc120\uc73c\ub85c \ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub7f0 \ub2e4\uc74c, \uace0\uac1d\uc758 \ubaa9\ud45c\uc5d0 \ub9de\uac8c \ubd80\uc11c \ubc0f \uae30\uc5c5\uc758 KPI\uc640 \uc131\uacf5 \uc9c0\ud45c\ub97c \uc870\uc815\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc758 \uc5ec\uc815\uc744 \uc911\uc2ec\uc73c\ub85c CX\ub97c \uce21\uc815\ud558\uba74 \uace0\uac1d\uc774 \uacaa\ub294 \ubaa8\ub4e0 \ubb38\uc81c\uc640 \ubd88\ub9cc\uc744 \ube60\ub974\uac8c \ud30c\uc545\ud558\uc5ec \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uace0\uac1d\uc774 \ubc14\ub77c\ub294 \uc6d0\ud65c\ud55c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \ub370 \ud544\uc694\ud55c \uc5ed\ub7c9\uc744 \ub192\uc774\uace0 \uc6d0\ud558\ub294 \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub97c \uc774\ub8f0 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uc5ec\uc815\uc758 \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uace0 \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9\uc744 \uc808\uac10\ud558\ub294 \ubc29\ubc95\uc744 <a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/contact-center-optimization-customer-journeys?ost_tool=blog&amp;ost_campaign=apac_lg-ko\">e\ubd81<\/a>\uc5d0\uc11c \ud655\uc778\ud574 \ubcf4\uc138\uc694.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text]\uace0\uac1d \uacbd\ud5d8(Customer Experience, CX)\uc740 \uc810\uc810 \uce58\uc5f4\ud574\uc9c0\ub294 \ube44\uc988\ub2c8\uc2a4 \ud658\uacbd\uc5d0\uc11c \uae30\uc5c5\uacfc \ube0c\ub79c\ub4dc\ub97c \ucc28\ubcc4\ud654\ud560 \uc218 \uc788\ub294 \ud575\uc2ec \uc694\uc18c\uc785\ub2c8\ub2e4. \uc9c0\ub09c \uba87 \ub144 \ub3d9\uc548 \uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \ud55c\uc5c6\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uace0\uac1d \uacbd\ud5d8\uc744 \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc740 \uc774\ub97c \ub530\ub77c\uc7a1\uc9c0 \ubabb\ud588\uc2b5\ub2c8\ub2e4. \uc81c\ub124\uc2dc\uc2a4\ub294 \ud558\ubc84\ub4dc \ube44\uc988\ub2c8\uc2a4 \ub9ac\ubdf0(Harvard Business Review, \uc774\ud558 HBR) \ubd84\uc11d \uc11c\ube44\uc2a4 \ud300\uacfc \ud611\ub825\ud558\uc5ec, \uc804 \uc138\uacc4 \uace0\uc704 \uacbd\uc601\uc9c4 438\uba85\uc744 \ub300\uc0c1\uc73c\ub85c \uae00\ub85c\ubc8c \uc124\ubb38 \uc870\uc0ac\ub97c \uc2e4\uc2dc\ud588\uc2b5\ub2c8\ub2e4. \uadf8 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