{"id":478412,"date":"2023-05-24T10:49:22","date_gmt":"2023-05-24T17:49:22","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/29%ea%b0%80%ec%a7%80-%ec%bd%9c%ec%84%bc%ed%84%b0-%ec%a7%80%ed%91%9c%ec%99%80-kpi-%eb%a6%ac%ec%8a%a4%ed%8a%b8"},"modified":"2025-12-23T22:30:44","modified_gmt":"2025-12-24T06:30:44","slug":"the-definitive-list-of-29-call-center-metrics-and-kpis","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis","title":{"rendered":"29\uac00\uc9c0 \uc8fc\uc694 \ucf5c\uc13c\ud130 \ubc0f KPI \uc9c0\ud45c"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\ucf5c\uc13c\ud130\ub294 \uace0\uac1d \uacbd\ud5d8\uacfc \uae30\uc5c5 \uc774\ubbf8\uc9c0 \ucd5c\uc804\uc120\uc5d0 \uc790\ub9ac\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \ub05d\uc5c6\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uc73c\uba70, \uae30\uc5c5\uc740 \uc774\ub97c \ucda9\uc871\uc2dc\ud0a4\uae30 \uc704\ud574 \uace0\uad70\ubd84\ud22c\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ucf5c\uc13c\ud130\ub97c \ubcf4\ub2e4 \ud6a8\uc728\uc801\uc73c\ub85c \uc6b4\uc601\ud558\uba74\uc11c \uace0\uac1d \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218\ub294 \uc5c6\uc744\uae4c\uc694? \ucf5c\uc13c\ud130 \uc9c0\ud45c\uc640 KPI\ub97c \uc801\uc808\ud788 \uc870\ud569\ud558\ub294 \uac83\uc5d0\uc11c\ubd80\ud130 \uc2dc\uc791\ud574 \ubcf4\uc138\uc694.<\/p>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ub9ac\ub354\ub294 \uc8fc\uc694 \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\uc5d0 \uc9d1\uc911\ud558\uba74 \ub418\uc9c0\ub9cc, \uc77c\uc120 \uad00\ub9ac\uc790\ub294 \ub2e4\ub978 \uad00\uc810\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uc2dc\uc7a5 \uc870\uc0ac \uc804\ubb38\uae30\uad00\uc778 <a href=\"https:\/\/www.forrester.com\/report\/Implement+Effective+Customer+Service+Metrics\/-\/E-RES80381\" target=\"_blank\" rel=\"noopener\">Forrester<\/a>\uc5d0 \ub530\ub974\uba74 \uacbd\uc601\uc9c4\uc740 \uc6b0\uc218\ud55c \uace0\uac1d \uc11c\ube44\uc2a4 \uc6b4\uc601\uc5d0 \ub300\ud55c \ube44\uc988\ub2c8\uc2a4 \uc0ac\ub840\ub97c \uc131\uacfc\ub97c \uc785\uc99d\ud558\uae30 \uc704\ud574 \u2018\uc804\ub7b5\uc801 KPI\u2019\uac00 \ud544\uc694\ud558\uace0, \uc6b4\uc601 \uad00\ub9ac\uc790\ub294 \uc9c1\uc6d0\uc758 \uc11c\ube44\uc2a4 \uc694\uccad \uad00\ub9ac\uc5d0 \ub300\ud55c \uc62c\ubc14\ub978 \uacb0\uc815\uc744 \ub0b4\ub9ac\uae30 \uc704\ud574 \ubcf4\ub2e4 \u2018\ud3ec\uad04\uc801\uc778 \uc9c0\ud45c\u2019\ub97c \uac70\uc758 \uc2e4\uc2dc\uac04\uc73c\ub85c \uc218\uc9d1\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uce21\uc815\ud560 \uc218 \uc788\ub294 \ucf5c\uc13c\ud130 \uc9c0\ud45c\ub294 \uc218\uc5c6\uc774 \ub9ce\uc2b5\ub2c8\ub2e4. \ubc18\uba74, \uc77c\uc815 \uae30\uac04 \ub3d9\uc548 \ubaa8\ub2c8\ud130\ub9c1\ud560 KPI\ub294 \uba87 \uac00\uc9c0\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4. \ub2e4\uc74c 29\uac00\uc9c0 \uc9c0\ud45c\ub294 \ub193\uccd0\uc11c\ub294 \uc548 \ub420 \ud544\uc218 \ucee8\ud0dd\uc13c\ud130 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc774\ub4e4 \uc9c0\ud45c\ub294 \ucd94\uc801\ud574\uc57c \ud560 \ucf5c\uc13c\ud130 KPI\ub97c \uc815\uc758\ud558\uac70\ub098, \ucee8\ud0dd\uc13c\ud130 \uc131\uacfc\ub97c \ucd5c\uc801\ud654\ud558\uae30 \uc704\ud574 \uc5ec\uc815 \uae30\ubc18 \uce21\uc815 \uc811\uadfc \ubc29\uc2dd\uc758 \uc0ac\uc6a9 \ubc29\ubc95\uc5d0 \ub300\ud55c \uc804\ub7b5\uc801 \uc120\ud0dd\uc744 \ud560 \ub54c \uc88b\uc740 \uae38\uc7a1\uc774\uac00 \ub418\uc5b4\uc904 \uac83\uc785\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>&#8216;\uace0\uac1d \uacbd\ud5d8&#8217; \ucf5c\uc13c\ud130 \uc9c0\ud45c \ubc0f KPI<\/h2>\n<p>\uace0\uac1d \uacbd\ud5d8(CX) \ub9ac\ub354\ub294 \ub2e8 \ud55c \ubc88\uc758 \uace0\uac1d \uc11c\ube44\uc2a4 \uc2e4\uc218\uac00 \uace0\uac1d \ubd88\ub9cc\uacfc \uace0\uac1d \uc774\ud0c8\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\ub2e4\ub294 \uc810\uc744 \uc798 \uc54c\uace0 \uc788\uc2b5\ub2c8\ub2e4. \u201c<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>\u201d \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 \uc124\ubb38\uc870\uc0ac\uc5d0 \uc751\ub2f5\ud55c \uae30\uc5c5\uc758 3\ubd84\uc758 2\uac00 &#8216;\uace0\uac1d \ub9cc\uc871\ub3c4&#8217;\ub97c \uac00\uc7a5 \uc911\uc694\ud55c CX \uc9c0\ud45c\ub85c \uaf3d\uc558\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 CX \ub9ac\ub354\ub4e4\uc740 \uc77c\uad00\ub41c \uc9c0\ud45c\uc758 \ubd80\uc7ac\uac00 \uc870\uc9c1\uc758 \uc131\uacf5\uc744 \uac00\ub85c\ub9c9\ub294 \uac00\uc7a5 \ud070 \uac78\ub9bc\ub3cc\uc774\ub77c\uace0 \uc5b8\uae09\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub2e4\uc74c\uacfc \uac19\uc740 \uace0\uac1d \uacbd\ud5d8 \uc9c0\ud45c\uc5d0 \uc8fc\ubaa9\ud558\uc138\uc694. \ucee8\ud0dd\uc13c\ud130\uac00 \uace0\uac1d\uc758 \uae30\ub300\uc5d0 \ubd80\uc751\ud558\uace0 \uc788\ub294\uc9c0 \ud310\ub2e8\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>1 &amp; 2. \ucd5c\ucd08 \ubb38\uc758 \ud574\uacb0<\/strong><\/p>\n<p>\ucd5c\ucd08 \ubb38\uc758 \ud574\uacb0(FCR)\uc740 \uace0\uac1d\uc774 \ucc98\uc74c \uc5f0\ub77d\ud588\uc744 \ub54c \ubb38\uc81c\uac00 \ud574\uacb0\ub418\ub294\uc9c0 \uc5ec\ubd80\ub97c \ub098\ud0c0\ub0b4\ub294 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ub9ce\uc740 \ucf5c\uc13c\ud130 \ub9ac\ub354\ub4e4\uc740 \uc774\ub97c \uac00\uc7a5 \uc911\uc694\ud55c KPI\ub85c \ubcf4\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>FCR\uc740 \ub0ae\uac8c \uc720\uc9c0\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub807\uac8c \ud558\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\uac00 \ub192\uc544\uc9c0\uace0, \ubc18\ubcf5 \ud1b5\ud654\uac00 \uc904\uc5b4\ub4e4\uace0, \uc11c\ube44\uc2a4 \ube44\uc6a9\uc774 \ub0ae\uc544\uc9d1\ub2c8\ub2e4.<\/p>\n<p>\uc774\ucc98\ub7fc \uc911\uc694\ud55c KPI\ub294 \ub2e4\uc74c 2\uac00\uc9c0 \ubc29\uc2dd\uc73c\ub85c \uce21\uc815\ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460034&#8243; css=&#8221;.vc_custom_1670010654269{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text]<em>\ub610\ub294<\/em>[\/vc_column_text][vc_single_image image=&#8221;460035&#8243; css=&#8221;.vc_custom_1670010706168{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\uccab \ubc88\uc9f8 \ubc29\uc2dd\uc740 \uc218\uc2e0\ub41c \ubaa8\ub4e0 \ud1b5\ud654\ub97c \ud3ec\ud568\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc811\uadfc \ubc29\uc2dd\uc740 \ud300\uc774 \ud2b9\uc815 \ub0a0\uc9dc\ub098 \ud2b9\uc815 \uc8fc\uc5d0 \ubb38\uc81c \ud574\uacb0\uc744 \uc5bc\ub9c8\ub098 \uc798 \uc218\ud589\ud558\uace0 \uc788\ub294\uc9c0\ub97c \ud30c\uc545\ud560 \ub54c \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p>\ub450 \ubc88\uc9f8 \ubc29\uc2dd\uc740 \ubc18\ubcf5 \ud1b5\ud654\ub97c \uc81c\uc678\ud569\ub2c8\ub2e4. \uc624\ub85c\uc9c0 \uccab \ubc88\uc9f8 \ud1b5\ud654\uc5d0\uc11c \ud574\uacb0\ub418\ub294 \ube44\uc728\uc744 \uce21\uc815\ud558\ubbc0\ub85c, \ubcf4\ub2e4 \uc815\ud655\ud55c FCR\uc744 \ub3c4\ucd9c\ud569\ub2c8\ub2e4. \ub450 \uac00\uc9c0 \ubc29\uc2dd \ubaa8\ub450 \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c \uc0ac\uc6a9\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \ud300\uc5d0 \uc801\ud569\ud55c \uc811\uadfc\ubc95\uc744 \uc120\ud0dd\ud558\uace0, \ubaa8\ub450\uac00 FCR \ub9e4\uac1c\ubcc0\uc218\ub97c \uc774\ud574\ud558\ub3c4\ub85d \ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p><strong>3. \uc21c\ucd94\ucc9c \uace0\uac1d \uc9c0\uc218<\/strong><\/p>\n<p>\uc21c\ucd94\ucc9c \uace0\uac1d \uc9c0\uc218(NPS)\ub294 \uace0\uac1d \ucda9\uc131\ub3c4 \ubc0f \ub9cc\uc871\ub3c4 \uce21\uc815\uc5d0 \ub110\ub9ac \uc0ac\uc6a9\ub418\ub294 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uae30\uc5c5\uc774 NPS\ub97c \uc120\ud638\ud558\ub294 \uc774\uc720\ub294 \ub2e4\uc74c\uacfc \uac19\uc740 \uac04\ub2e8\ud55c \uc9c8\ubb38\uc744 \uc0ac\uc6a9\ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/p>\n<p>\u201c\uce5c\uad6c\ub098 \ub3d9\ub8cc\uc5d0\uac8c [COMPANY X]\uc744(\ub97c) \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc740 \uc5bc\ub9c8\ub098 \ub429\ub2c8\uae4c?\u201d<\/p>\n<p>\uace0\uac1d\uc740 0~10\uc810 \ucc99\ub3c4\ub97c \uc0ac\uc6a9\ud558\uc5ec \uc751\ub2f5\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc751\ub2f5\uc740 \ub2e4\uc74c 3\uac00\uc9c0 \ubc94\uc8fc\ub85c \ubd84\ub958\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\ub294 \ucd94\ucc9c \uace0\uac1d \ube44\uc728\uacfc \ube44\ucd94\ucc9c \uace0\uac1d \ube44\uc728 \uc0ac\uc774\uc758 \ucc28\uc774\ub85c \uacc4\uc0b0\ub429\ub2c8\ub2e4.<\/p>\n<p><strong>4. \uace0\uac1d \ub178\ub825 \uc810\uc218<\/strong><\/p>\n<p>NPS\uc640 \ub9c8\ucc2c\uac00\uc9c0\ub85c \uace0\uac1d \ub178\ub825 \uc810\uc218(CES)\ub3c4 \u201c\ud574\uacb0\ucc45\uc744 \ucc3e\ub294 \ub370 \uc5bc\ub9c8\ub098 \ub9ce\uc740 \ub178\ub825\uc744 \uae30\uc6b8\uc600\uc2b5\ub2c8\uae4c\u201d\ub77c\ub294 \ud558\ub098\uc758 \uc9c8\ubb38\uc73c\ub85c \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \uc751\ub2f5 \ubc94\uc704\ub294 &#8220;\ub9e4\uc6b0 \uc801\uc740 \ub178\ub825&#8221;\uc5d0\uc11c &#8220;\ub9e4\uc6b0 \ub9ce\uc740 \ub178\ub825&#8221;\uae4c\uc9c0\uc774\uba70, 5\uc810 \ub610\ub294 7\uc810 \ucc99\ub3c4\ub85c \uce21\uc815\ub429\ub2c8\ub2e4. \uae30\uc5c5\uc740 \ub2e4\uc74c\uacfc \uac19\uc740 \uc218\uc2dd\uc73c\ub85c CES\ub97c \uacc4\uc0b0\ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460165&#8243; css=&#8221;.vc_custom_1670249655496{margin-top: 2.0em !important;margin-bottom: 1.5em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>5. \uace0\uac1d \ub9cc\uc871\ub3c4<\/strong><\/p>\n<p>\uac00\uc7a5 \uc77c\ubc18\uc801\uc73c\ub85c \uc0ac\uc6a9\ub418\ub294 CX \uc9c0\ud45c \uc911 \ud558\ub098\uc778 \uace0\uac1d \ub9cc\uc871\ub3c4(CSAT)\ub294 \uace0\uac1d\uc774 \ud68c\uc0ac\uc758 \uc81c\ud488\uc774\ub098 \uc11c\ube44\uc2a4\uc5d0 \ub300\ud574 \uc5bc\ub9c8\ub098 \ub9cc\uc871\ud558\ub294\uc9c0\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. CSAT\ub294 \uace0\uac1d \uc124\ubb38 \uc870\uc0ac\uac00 \ub05d\ub0a0 \ub54c 5\uc810 \ucc99\ub3c4\ub97c \uc0ac\uc6a9\ud558\uc5ec \uce21\uc815\ud569\ub2c8\ub2e4. \uc751\ub2f5\uc740 &#8220;\ub9e4\uc6b0 \ub9cc\uc871&#8221;\ubd80\ud130 &#8220;\ub9e4\uc6b0 \ubd88\ub9cc\uc871&#8221;\uae4c\uc9c0 \ub2e4\uc591\ud569\ub2c8\ub2e4.<\/p>\n<p>CSAT \uc810\uc218\ub294 0~100%\uc758 \ucc99\ub3c4\ub85c \ud45c\ud604\ub418\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \uc774 \uc810\uc218\ub294 \ub2e4\uc74c\uacfc \uac19\uc740 \uc218\uc2dd\uc73c\ub85c \uacc4\uc0b0\ud558\uba70, 4(\ub9cc\uc871)\uc640 5(\ub9e4\uc6b0 \ub9cc\uc871)\uc5d0 \ud574\ub2f9\ud558\ub294 \uc751\ub2f5\ub9cc \uacc4\uc0b0\uc5d0 \ud3ec\ud568\ub429\ub2c8\ub2e4. \ub300\ubd80\ubd84\uc758 CX \uc2e4\ubb34\uc790\ub4e4\uc774 \ud53c\ub4dc\ubc31 \uc124\ubb38\uc870\uc0ac\uc5d0\uc11c \uac00\uc7a5 \ud070 \ub450 \uac00\uc9c0 \uac12\uc744 \uc0ac\uc6a9\ud558\uba74 \uace0\uac1d \uc720\uc9c0\ub97c \uac00\uc7a5 \uc815\ud655\ud788 \uc608\uce21\ud560 \uc218 \uc788\ub2e4\uace0 \uc0dd\uac01\ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460037&#8243; css=&#8221;.vc_custom_1670015542464{margin-top: 2.0em !important;border-bottom-width: 2.0em !important;}&#8221;][\/vc_column][\/vc_row][vc_row][vc_column css=&#8221;.vc_custom_1670273520605{margin-top: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>&#8216;\ud1b5\ud654 \uc2dc\uc791&#8217; \uc9c0\ud45c \ubc0f KPI<\/h2>\n<p>\ucf5c\uc13c\ud130\uc640\uc758 \uccab \uc811\ucd09\uc740 \uace0\uac1d\uc758 \uc778\uc2dd\uc5d0 \ud070 \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4. \uace0\uac1d\uc740 \uc18c\uc911\ud55c \uc2dc\uac04\uc744 \ud22c\uc790\ud574 \ucf5c\uc13c\ud130\uc5d0 \uc5f0\ub77d\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774\ub54c \uae30\uc5c5\uc774 \uc18c\ud1b5\ud558\ub294 \ubc29\uc2dd\uc744 \ud1b5\ud574 \uace0\uac1d\uc740 \ud574\ub2f9 \uae30\uc5c5\uc774 \uc790\uc2e0\uc758 \uc77c\uc744 \uc5bc\ub9c8\ub098 \uc911\uc694\ud558\uac8c \uc5ec\uae30\ub294\uc9c0 \ub290\ub07c\uac8c \ub429\ub2c8\ub2e4.<\/p>\n<p><a href=\"https:\/\/khoros.com\/resources\/forrester-report-getting-to-know-your-customers\" target=\"_blank\" rel=\"noopener\">Forrester \uc124\ubb38\uc870\uc0ac<\/a>\uc5d0 \ub530\ub974\uba74 \uc628\ub77c\uc778\uc744 \uc774\uc6a9\ud558\ub294 \ubbf8\uad6d \uc131\uc778 \uc911 \uac70\uc758 3\ubd84\uc758 2\ub294 \ube0c\ub79c\ub4dc\uac00 \uace0\uac1d\uc5d0\uac8c \uc88b\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uae30 \uc704\ud574 \ud560 \uc218 \uc788\ub294 \uac00\uc7a5 \uc911\uc694\ud55c \uc77c\ub85c \u2018\uace0\uac1d\uc758 \uc2dc\uac04\uc744 \uc18c\uc911\ud788 \uc5ec\uae30\ub294 \uac83\u2019\uc774\ub77c\uace0 \uc751\ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc740 \uc0c1\ub2f4\uc0ac\uc640 \uc5f0\uacb0\ub418\uae30 \uc804\uc5d0 &#8216;\ud1b5\ud654\ub97c \ub300\uae30\ud558\ub294 \uc2dc\uac04&#8217;\uacfc &#8216;\ud1b5\ud654 \ub300\uae30\ub97c \uc804\ub2ec\ud558\ub294 \ubc29\uc2dd&#8217;\uc744 \uae30\uc900\uc73c\ub85c \ud68c\uc0ac\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubc94\uc8fc\uc758 \uc9c0\ud45c\ub97c \uc0ac\uc6a9\ud558\uba74 \uace0\uac1d\uc758 &#8216;\uc5f0\ub77d \uc2dc\uc810&#8217;\uacfc \uc0c1\ub2f4\uc0ac\uc758 &#8216; \ub300\uc751 \uc2dc\uc810&#8217; \uc0ac\uc774\uc758 \uc911\uc694\ud55c \uae30\uac04\uc744 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>6. \ucd5c\ucd08 \uc751\ub2f5 \uc2dc\uac04<\/strong><\/p>\n<p>\ucd5c\ucd08 \uc751\ub2f5 \uc2dc\uac04(FRT)\uc740 \uace0\uac1d\uc774 \uc0c1\ub2f4\uc0ac\uc640 \uc5f0\uacb0\ub418\uae30\uae4c\uc9c0 \ub300\uae30\ud558\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c\ub294 \uc774 \uc218\uce58\ub97c \uc77c \ub2e8\uc704, \uc8fc \ub2e8\uc704\ub85c \uc0b4\ud3b4\ubcf4\uba70, \uc5f0\uac04 \ucd94\uc138\ub3c4 \ud3c9\uac00\ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460040&#8243; css=&#8221;.vc_custom_1670015921831{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]7<strong>. \ucc28\ub2e8\ub41c \ud1b5\ud654 \ube44\uc728<\/strong><\/p>\n<p>\uc774 \uc9c0\ud45c\ub97c \ud1b5\ud574 \uace0\uac1d\uc774 \uc804\ud654\ub97c \uac78\uc5c8\uc744 \ub54c \u2018\ud1b5\ud654 \uc911\u2019 \uc2e0\ud638\ub97c \ubc1b\uc740 \uace0\uac1d\uc758 \uc218\ub97c \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc6d0\uce59\uc801\uc73c\ub85c \ub300\ubd80\ubd84\uc758 \uae30\uc5c5\uc5d0\uc11c\ub294 \uc774 \uc9c0\ud45c \uac12\uc774 \uadf9\ud788 \ub0ae\uc544\uc57c \ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460041&#8243; css=&#8221;.vc_custom_1670016029468{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\uc608\uc0c1\ubcf4\ub2e4 \ub192\ub2e4\uba74 \uc218\uc2e0 \uc804\ud654\ub97c \uc218\uc6a9\ud558\ub294 \uc801\uc808\ud55c \uc2dc\uc2a4\ud15c\uc774 \ub9c8\ub828\ub418\uc5b4 \uc788\ub294\uc9c0 \ud3c9\uac00\ud574\uc57c \ud569\ub2c8\ub2e4. \ucc28\ub2e8\ub41c \ud1b5\ud654 \ube44\uc728 \uc9c0\ud45c\ub97c \ud1b5\ud574 \ud1b5\ud654 \uc2dc\uac04\uc774 \ub108\ubb34 \uae38\uc9c0\ub294 \uc54a\uc740\uc9c0, \uace0\uac1d\uc5d0\uac8c \uc6d0\uce58 \uc54a\ub294 \uc218\uc2e0 \ub300\uae30\uc74c\uc774 \uc81c\uacf5\ub418\uace0 \uc788\uc9c0\ub294 \uc54a\uc740\uc9c0 \ub4f1\ub3c4 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>8. \ud3c9\uade0 \ud1b5\ud654 \ud3ec\uae30\uc728<\/strong><\/p>\n<p>\ub108\ubb34 \uc624\ub79c \uae30\ub2e4\ub9bc\uc740 \ud1b5\ud654 \ud3ec\uae30\ub85c \uc774\uc5b4\uc9c8 \uac00\ub2a5\uc131\uc774 \ub192\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \uc5c4\uccad\ub09c \uc88c\uc808\uc744 \ub290\ub07c\uace0 \ud68c\uc0ac\ub294 \uc2e0\ub8b0\ub97c \uc783\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\uc740 \uad6c\ub9e4 \uc9c0\uc6d0\ubcf4\ub2e4\ub294 \uae30\uc220 \uc9c0\uc6d0\uc774 \ud544\uc694\ud560 \ub54c \ub354 \uae30\uaebc\uc774 \uae30\ub2e4\ub9bd\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc73c\ub85c 5% \ubbf8\ub9cc\uc758 \ud3ec\uae30\uc728\uc740 \ud5c8\uc6a9 \uac00\ub2a5\ud55c \uc218\uc900\uc73c\ub85c \uac04\uc8fc\ub429\ub2c8\ub2e4. \uadf8 \uc774\uc0c1\uc774\ub77c\uba74 \ubb38\uc81c\uac00 \uc788\ub294 \uac83\uc785\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460173&#8243; css=&#8221;.vc_custom_1670016359875{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\uc774 \uc9c0\ud45c\ub97c \uce21\uc815\ud560 \ub54c\ub294 \uccab 5\ucd08 \ub0b4\uc5d0 \ub04a\uc5b4\uc9c4 \ud1b5\ud654\ub294 \uc81c\uc678\ud569\ub2c8\ub2e4. \uc798\ubabb\ub41c \ubc88\ud638\ub85c \uc804\ud654\ub97c \uac78\uc5b4\uc11c \uc774\ub97c \ube60\ub974\uac8c \uc778\uc9c0\ud55c \ud6c4 \ub04a\ub294 \uacbd\uc6b0\uac00 \ub9ce\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/p>\n<p><strong>9. \ud65c\uc131 \ub300\uae30 \ud1b5\ud654<\/strong><\/p>\n<p>\uc774 \uc9c0\ud45c\ub97c \ud1b5\ud574 \uc0c1\ub2f4\uc0ac\uac00 \u2018\ucc98\ub9ac \uc911\u2019\uc778 \ud1b5\ud654 \uc218\uc640 \u2018\ubcf4\ub958 \uc911\u2019\uc778 \ud1b5\ud654 \uc218\ub97c \ube60\ub974\uac8c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc77c\uc0c1\uc801\uc778 \ucf5c\uc13c\ud130 \uc6b4\uc601\uc5d0 \uc0ac\uc6a9\ub418\ub294 \uc774 KPI\ub294 \ud300 \uc131\uacfc\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p>\ubcf4\ub958 \uc911\uc778 \ud1b5\ud654\uac00 \ub108\ubb34 \ub9ce\ub2e4\uba74 <a href=\"https:\/\/beyond.genesys.com\/explore\/\" target=\"_blank\" rel=\"noopener\">\uc0c1\ub2f4\uc0ac\uac00 \ubcf4\ub2e4 \ud6a8\uc728\uc801\uc73c\ub85c \uc77c\ud558\ub3c4\ub85d \uc9c0\ub3c4\ud558\uc5ec<\/a> \ud1b5\ud654 \ubc31\ub85c\uadf8\ub97c \uc904\uc785\ub2c8\ub2e4. \uc774\ub807\uac8c \ud558\uba74 \uc751\ub2f5 \uc2dc\uac04, \ud3ec\uae30\uc728 \ub4f1 \ub2e4\ub978 \uc911\uc694\ud55c \uc9c0\ud45c\ub97c \ub0ae\ucd9c \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1670273274579{padding-bottom: -1.5em !important;}&#8221;][vc_column css=&#8221;.vc_custom_1670273537770{margin-top: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>&#8216;\ucf5c\uc13c\ud130 \uc131\uacfc&#8217; \uc9c0\ud45c \ubc0f KPI<\/h2>\n<p>\ucf5c\uc13c\ud130 \uc131\uacfc \uc9c0\ud45c\ub294 \uc2dc\uac04 \uacbd\uacfc\uc5d0 \ub530\ub978 \ucf5c\uc13c\ud130\uc758 \uc6b4\uc601 \uc131\uacfc\ub97c \uad11\ubc94\uc704\ud558\uac8c \ud30c\uc545\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \uc774\ub7ec\ud55c KPI\ub97c \ucd94\uc801\ud558\uba74 CX \ub9ac\ub354\ub294 \ud53c\ud06c \uae30\uac04\uc744 \ud30c\uc545\ud558\uace0, \ubcc0\ud654\ud558\ub294 \ud2b8\ub80c\ub4dc\ub97c \ud3c9\uac00\ud558\uba70, \uc778\ub825 \uc218\uc694\ub97c \uc608\uce21\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uad00\ub9ac\uc790\ub294 \uc774\ub4e4 \uc9c0\ud45c\ub97c \ud65c\uc6a9\ud574 \uc77c\uc0c1\uc801\uc778 \uc6b4\uc601\uc744 \ud30c\uc545\ud558\uace0 \uc804\ub7b5\uc801 \ucd5c\uc801\ud654 \ubaa9\ud45c\uc5d0 \ub2e4\uac00\uac08 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub610\ud55c \uc81c\ud488 \ucd9c\uc2dc, \ub9c8\ucf00\ud305 \ucea0\ud398\uc778 \ub4f1\uc758 \ud65c\ub3d9\uc774 \ud1b5\ud654\ub7c9 \ubc0f \uc720\uc0ac\ud55c \uc9c0\ud45c\uc5d0 \uc5b4\ub5a4 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294\uc9c0\ub3c4 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>10. \ucc98\ub9ac\ub41c \ud1b5\ud654<\/strong><\/p>\n<p>\uc774 KPI\uc5d0\ub294 \ud2b9\uc815 \uae30\uac04 \ub3d9\uc548 \uc0c1\ub2f4\uc0ac\uac00 \ucc98\ub9ac\ud55c \ubaa8\ub4e0 \ud1b5\ud654\uac00 \ud3ec\ud568\ub429\ub2c8\ub2e4. \ud3ec\uae30\ub41c \ud1b5\ud654\ub294 \ud3ec\ud568\ub418\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \ub9ce\uc740 \uc870\uc9c1\uc5d0\uc11c\ub294 \uc774 \uc9c0\ud45c\ub97c \ub2e4\uc74c \ub450 \ud1b5\ud654 \uadf8\ub8f9\uc73c\ub85c \ub098\ub215\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uc0c1\ub2f4\uc0ac\uac00 \ucc98\ub9ac\ud55c \ucd1d \ud1b5\ud654 \uc218<\/li>\n<li>IVR\uc5d0\uc11c \ucc98\ub9ac\ud55c \ucd1d \ud1b5\ud654 \uc218<\/li>\n<\/ul>\n<p><strong>11. \ud1b5\ud654\ub2f9 \ube44\uc6a9<\/strong><\/p>\n<p>\ud1b5\ud654\ub2f9 \ube44\uc6a9(CPC)\uc740 \ucf5c\uc13c\ud130\uac00 \ucc98\ub9ac\ud558\ub294 \uac01 \ud1b5\ud654\uc5d0 \ub300\ud55c \ud3c9\uade0 \ube44\uc6a9\uc785\ub2c8\ub2e4. \uc6b4\uc601 \ud6a8\uc728\uc131\uacfc \ub9ac\uc18c\uc2a4 \ud560\ub2f9\uc5d0 \ub300\ud55c \uc911\uc694\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460042&#8243; css=&#8221;.vc_custom_1670016643926{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\ub9ce\uc740 \uc870\uc9c1\uc774 \uc774 KPI\uc758 \ubaa9\ud45c\ub97c \uc124\uc815\ud558\uace0 \ucf5c\uc13c\ud130\uc758 \ubaa9\ud45c \ub2ec\uc131 \uc5ec\ubd80\ub97c \ucd94\uc801\ud569\ub2c8\ub2e4.<\/p>\n<p><strong>12. \ud1b5\ud654 \ucc29\uc2e0\uc728<\/strong><\/p>\n<p>\uc774 \uc9c0\ud45c\ub97c \ud1b5\ud574 \ucf5c\uc13c\ud130\uac00 \uc815\ud574\uc9c4 \uc2dc\uac04 \ub0b4\uc5d0 \uc5bc\ub9c8\ub098 \ub9ce\uc740 \uc218\uc2e0 \uc804\ud654\ub97c \ubc1b\ub294\uc9c0\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc6b4\uc601 \uad00\ub9ac\uc790\ub294 \uc774 KPI\ub97c \ub9e4\uc77c \uc9c0\ucf1c\ubcf4\uace0, \uacbd\uc601\uc9c4\uc740 \uc2dc\uac04 \uacbd\uacfc\uc5d0 \ub530\ub978 \ud2b8\ub80c\ub4dc\ub97c \uc0b4\ud3b4\ubcfc \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc870\uc9c1\uc758 \uaddc\ubaa8\uc5d0 \ub530\ub77c \uc77c, \uc2dc\uac04, \ubd84 \ub2e8\uc704\ub85c \uc218\uc2e0\ub41c \ud1b5\ud654 \uc218\ub97c \ud3c9\uac00\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460177&#8243; css=&#8221;.vc_custom_1670016884146{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>13. \ud53c\ud06c \uc2dc\uac04 \ud2b8\ub798\ud53d<\/strong><\/p>\n<p>\ubaa8\ub4e0 \uae30\uc5c5\uc740 \uc720\uc785 \ud2b8\ub798\ud53d\uc774 \uac00\uc7a5 \ub9ce\uc740 \ub54c\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774 KPI\ub97c \uc0ac\uc6a9\ud558\uba74 \uc778\ub825 \uc218\uc694\ub97c \uc608\uce21\ud558\uace0 \ud53c\ud06c \uae30\uac04\uc5d0 \ub300\ube44\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>14. \ucd5c\uc7a5 \ub300\uae30 \uc2dc\uac04\uc728<\/strong><\/p>\n<p>\uae34 \ub300\uae30 \uc2dc\uac04\uc740 \uace0\uac1d\uc758 \ud070 \ubd88\ub9cc \uc0ac\ud56d \uc911 \ud558\ub098\uc778 \ub9cc\ud07c, \uae30\uc5c5\uc740 \uc774\ub97c \ud574\uacb0\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub7ec\uae30 \uc704\ud574\uc120 \uba3c\uc800 \uace0\uac1d\uc774 \uc0c1\ub2f4\uc0ac\ub97c \uae30\ub2e4\ub824\uc57c \ud558\ub294 \ucd5c\uc7a5 \uc2dc\uac04\uc744 \ud30c\uc545\ud569\ub2c8\ub2e4.<\/p>\n<p>\ud55c \uba85\uc758 \uace0\uac1d\uc774 &#8216;\ud1b5\ud654 \ubcf4\ub958&#8217; \uc0c1\ud0dc\ub85c \uc788\uc5c8\ub358 \uac00\uc7a5 \uae34 \uc2dc\uac04\uc744 \ubcf4\uc5ec\uc8fc\ub294 \uc9c0\ud45c\ub97c \ud1b5\ud574 \ucd5c\uc7a5 \ub300\uae30 \uc2dc\uac04\uc744 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>15. \ud3c9\uade0 \ud1b5\ud654 \uae38\uc774<\/strong><\/p>\n<p>\uc774 \uc9c0\ud45c\ub97c \ud1b5\ud574 \uc9c0\uc815\ub41c \uae30\uac04\uc758 \ud3c9\uade0 \ud1b5\ud654 \uae38\uc774\ub97c \ud30c\uc545\ud569\ub2c8\ub2e4. \uc774\ub97c \ubc14\ud0d5\uc73c\ub85c \uae30\ub300\uce58\ub97c \uc124\uc815\ud558\uba74 \ud300\uc758 \uc5c5\ubb34 \ubd80\ud558\ub97c \uad00\ub9ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460044&#8243; css=&#8221;.vc_custom_1670017124182{margin-top: 2.0em !important;border-bottom-width: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>16. \ud3c9\uade0 \ubb38\uc758 \uae30\uac04<\/strong><\/p>\n<p>\ud3c9\uade0 \ubb38\uc758 \uae30\uac04\uc740 \uccab \uc2dc\ub3c4\uc5d0\uc11c \ud574\uacb0\ub418\uc9c0 \uc54a\uc740 \ubb38\uc758\uac00 \ud574\uacb0\ub418\uc9c0 \uc54a\uc740 \uc0c1\ud0dc\ub85c \uc720\uc9c0\ub418\ub294 \uc2dc\uac04\uc744 \ub9d0\ud569\ub2c8\ub2e4. \uc774 \uae30\uac04\uc744 \ub2e8\ucd95\ud558\ub294 \uac83\uc744 \ubaa9\ud45c\ub85c \uc0bc\uc544\uc57c \ud569\ub2c8\ub2e4. FCR\uc744 \ubcf4\uc644\ud558\ub294 \uc774 \uc9c0\ud45c\ub97c \ud1b5\ud574 \ubbf8\ud574\uacb0 \ubb38\uc758\uc5d0 \ub300\ud55c \ud574\uacb0\ucc45\uc744 \ucc3e\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460181&#8243; css=&#8221;.vc_custom_1670017363695{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>17. \ucf5c\ubc31 \uba54\uc2dc\uc9d5<\/strong><\/p>\n<p>\uc0c1\ub2f4\uc0ac\uc640 \uc5f0\uacb0\ub418\uae30\uae4c\uc9c0\uc758 \uae34 \ub300\uae30 \uc2dc\uac04\uc744 \ubc29\uc9c0\ud558\uae30 \uc704\ud574 \ub9ce\uc740 \uae30\uc5c5\uc774 \ucf5c\ubc31 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. \uae30\uc5c5\uc740 \uc815\ud574\uc9c4 \uc2dc\uac04 \ub3d9\uc548\uc758 \ucf5c\ubc31 \uc694\uccad \uc218\ub97c \ucd94\uc801\ud558\uc5ec \uc5bc\ub9c8\ub098 \ub9ce\uc740 \uace0\uac1d\uc774 \uc774\ub97c \uc120\ud0dd\ud588\ub294\uc9c0 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc774 KPI\ub97c \uc774\uc6a9\ud558\uc5ec \ucf5c\ubc31 \ucc98\ub9ac\uc5d0 \ud544\uc694\ud55c \uc778\ub825 \uc218\uc694\ub97c \ud3c9\uac00\ud558\uace0 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ub192\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>18. \ubc18\ubcf5 \ud1b5\ud654\uc728<\/strong><\/p>\n<p>\ubc18\ubcf5 \ud1b5\ud654\uc728\uc740 FCR\uacfc \ubc00\uc811\ud558\uac8c \uad00\ub828\ub418\uc5b4 \uc788\uc73c\uba70, \ud68c\uc0ac\uac00 \ud2b9\uc815 \ubb38\uc81c(\uc608: \uccab \ud1b5\ud654\uc5d0\uc11c \ud574\uacb0\ub418\uc9c0 \uc54a\uc740 \ubb38\uc81c)\uc758 \uc7ac\ubc1c\uc744 \ud30c\uc545\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \ubc18\ubcf5 \ud1b5\ud654\uc728\uc744 \ucd94\uc801\ud558\uba74 \uace0\uac1d\uc774 \uc790\uc8fc \uc9c1\uba74\ud558\ub294 \ubb38\uc81c\ub97c \ud30c\uc545\ud558\uace0, \uc9c1\uc811\uc801\uc778 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158, \uc140\ud504 \uc11c\ube44\uc2a4 \uc635\uc158, \uc0c1\ub2f4\uc0ac \uad50\uc721 \ub4f1\uc744 \ud1b5\ud574 \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460183&#8243; css=&#8221;.vc_custom_1670017551970{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>19. \ucc44\ub110 \ubbf9\uc2a4<\/strong><\/p>\n<p>\ucf5c\uc13c\ud130\ub294 \uac78\ub824\uc624\ub294 \uace0\uac1d\uc758 \uc804\ud654\uc5d0 \uc751\ub2f5\ud558\ub294 \uac83 \uc678\uc5d0\ub3c4, \uc628\ub77c\uc778 \ubc0f \ubaa8\ubc14\uc77c \ucc44\ub110\uc744 \ud1b5\ud574 \uc811\uc218\ub418\ub294 \ubb38\uc758\ub3c4 \ucc98\ub9ac\ud569\ub2c8\ub2e4. \ub514\uc9c0\ud138 \ucc44\ub110\ub85c \uc774\ub3d9\ud558\ub294 \uace0\uac1d\uc774 \uc99d\uac00\ud558\uba74\uc11c \uc74c\uc131 \ubb38\uc758\ub294 \uac10\uc18c\ud558\uace0 <a href=\"https:\/\/www.genesys.com\/ko-kr?post_type=capabilities&#038;p=344483\" target=\"_blank\" rel=\"noopener\">\uc74c\uc131 \ubd07<\/a>, <a href=\"https:\/\/www.genesys.com\/ko-kr\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">\ucc57\ubd07<\/a>\uacfc \uac19\uc740 \uc140\ud504 \uc11c\ube44\uc2a4 \ucc44\ub110\uc740 \uacc4\uc18d\ud574\uc11c \uc99d\uac00\ud560 \uac83\uc785\ub2c8\ub2e4.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]20<strong>. <\/strong><strong>\ucc44\ub110 \ubd09\uc1c4\uc728 \ubc0f \ucc44\ub110 \ub204\ucd9c\ub960<\/strong><\/p>\n<p>\ub9ce\uc740 \uae30\uc5c5\uc774 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\ub294 \ub3d9\uc2dc\uc5d0 \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9\uc744 \uc904\uc774\uae30 \uc704\ud574 \ub514\uc9c0\ud138 \ucc44\ub110\uc744 \ucd94\uac00\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc774\ub7ec\ud55c \ucc44\ub110\uc758 \uc2e4\uc801\uc744 \ud30c\uc545\ud574\uc57c \ud569\ub2c8\ub2e4. \uc634\ub2c8\ucc44\ub110 \ud589\ub3d9\uc744 \uce21\uc815\ud558\ub294 \uac00\uc7a5 \uc77c\ubc18\uc801\uc778 \ubc29\ubc95\uc740 \uac01 \ucc44\ub110\uc758 \ubd09\uc1c4\uc728\uc744 \uacc4\uc0b0\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \uc989, \ud2b9\uc815 \ucc44\ub110\uc5d0\uc11c \uc2dc\uc791\ud55c \uace0\uac1d \ubb38\uc758\uac00 \ub2e4\ub978 \ucc44\ub110\ub85c \uc804\ud658\ud558\uc9c0 \uc54a\uace0 \ud574\ub2f9 \ucc44\ub110\uc5d0\uc11c \ud574\uacb0\ub418\ub294 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460047&#8243; css=&#8221;.vc_custom_1670017916399{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text]\ubc18\ub300\ub85c \ucc44\ub110 \ub204\ucd9c\ub960\uc740 \ud2b9\uc815 \ucc44\ub110\uc5d0\uc11c \uc2dc\uc791\ud55c \uace0\uac1d \ubb38\uc758\uac00 \ud574\uacb0\ub418\uae30 \uc804\uc5d0 \ub2e4\ub978 \ucc44\ub110\ub85c \uc804\ud658\ud558\ub294 \uace0\uac1d\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460048&#8243; css=&#8221;.vc_custom_1670017997926{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>21. \uc720\ud615\ubcc4 \ud1b5\ud654 \ucc98\ub9ac \ube44\uc728<\/strong><\/p>\n<p>\ub9ce\uc740 \uae30\uc5c5\uc774 \ub2e4\uc591\ud55c \uc720\ud615\uc758 \uc218\uc2e0 \ud1b5\ud654\ub97c \ubd84\uc11d\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \uacbd\uc601\uc9c4\uc740 \uc11c\ube44\uc2a4 \uc804\ubc18\uc5d0\uc11c \uc774\ub7ec\ud55c \uc815\ubcf4\ub97c \ud655\uc778\ud558\uace0 \uc911\uc694\ud55c \ud2b8\ub80c\ub4dc\ub97c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uad00\ub9ac\uc790\ub294 \uc9c1\uc6d0 \ubc30\uce58\uac00 \ubb38\uc758 \uc720\ud615\uc5d0 \uc801\ud569\ud55c\uc9c0 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc73c\ub85c \ucd94\uc801\ud558\ub294 \ubb38\uc758 \uc720\ud615\uc740 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uc8fc\ubb38 \uc811\uc218\/\ucd94\uc801<\/li>\n<li>\uc9c8\ubb38 \ubc0f \ubb38\uc758<\/li>\n<li>\uace0\uac1d \uc9c0\uc6d0<\/li>\n<li>\ubd88\ub9cc<\/li>\n<li>\uc778\ubc14\uc6b4\ub4dc \ud1b5\ud654 \uc7ac\uc9c0\uc815<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>&#8216;\uc0c1\ub2f4\uc6d0 \uc0dd\uc0b0\uc131&#8217; \ucf5c\uc13c\ud130 KPI<\/h2>\n<p>\ucf5c\uc13c\ud130\ub294 \uace0\uac1d \ub300\uba74 \uc0c1\ub2f4\uc0ac\ub97c \ud1b5\ud574 \uace0\uac1d\uc744 \uc9c1\uc811 \uc751\ub300\ud558\uba74\uc11c \ubb38\uc758\ub97c \ud6a8\uc728\uc801\uc774\uace0 \uc644\uc804\ud558\uac8c \ucc98\ub9ac\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uacfc \uac19\uc740 \ucf5c\uc13c\ud130 KPI\ub97c \ud1b5\ud574 \uae30\uc5c5\uc740 \uc0c1\ub2f4\uc0ac\uc758 \uc131\uacfc\ub97c \ud300 \uc218\uc900 \ub610\ub294 \uc0c1\ub2f4\uc0ac \uc218\uc900\uc5d0\uc11c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uacbd\uc601\uc9c4\uacfc \uad00\ub9ac\uc790\ub294 \uc774\ub7ec\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \ud65c\uc6a9\ud558\uc5ec \ub354 \ub192\uc740 \uc131\uacfc\ub97c \ub2ec\uc131\ud558\ub3c4\ub85d \ub3d9\uae30\ub97c \ubd80\uc5ec\ud558\uac70\ub098 \ubb38\uc81c\ub97c \ubc14\ub85c\uc7a1\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc774 \ub370\uc774\ud130\uc5d0 \uadfc\uac70\ud558\uc5ec \ud300\uc758 \uc131\uacf5\uc744 \ucd95\ud558\ud558\uace0 \uc2e4\uc801\uc774 \uc6b0\uc218\ud55c \uc9c1\uc6d0\uc744 \ud3ec\uc0c1\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>22. \uc0c1\ub2f4\uc0ac \ud65c\uc6a9\ub960<\/strong><\/p>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4\ub294 \ub178\ub3d9 \uc9d1\uc57d\uc801\uc778 \uc5c5\ubb34\uac00 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uae30\uc5c5\uc740 \ud300\uc6d0\ub4e4\uc774 \uc2dc\uac04\uc744 \ud6a8\uc728\uc801\uc73c\ub85c \uc0ac\uc6a9\ud558\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud574\uc57c \ud569\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac \ud65c\uc6a9\ub960\ub85c \ud300\uc758 \uc0dd\uc0b0\uc131\uc744 \ud3c9\uac00\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc218\ud589\ud55c \uc5c5\ubb34\ub7c9\uc744 \uc791\uc5c5 \uac00\ub2a5\ud55c \uc591\uc73c\ub85c \ub098\ub204\uba74 \uc0c1\ub2f4\uc0ac \ud65c\uc6a9\ub960\uc744 \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac\uac00 \ud558\ub8e8 8\uc2dc\uac04 \uc911 6\uc2dc\uac04\uc744 \uc77c\ud588\ub2e4\uba74 \uc0c1\ub2f4\uc0ac \ud65c\uc6a9\ub960\uc740 75%\uac00 \ub429\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460050&#8243; css=&#8221;.vc_custom_1670246190346{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\uadf8\ub7ec\ub098 \ubcf4\ub2e4 \uc815\ud655\ud55c \uacc4\uc0b0\uc744 \uc704\ud574\uc11c\ub294 \ud734\uc2dd, \uc810\uc2ec, \uad50\uc721, \ud734\uac00, \ubcd1\uac00 \ub4f1\uc758 \ubcc0\uc218\ub97c \uace0\ub824\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p><strong>23. \uc77c\uc815 \uc900\uc218\uc728<\/strong><\/p>\n<p>\uc77c\uc815 \uc900\uc218\uc728\uc740 \uc0c1\ub2f4\uc0ac\uac00 \uadfc\ubb34 \uc2dc\uac04\uc744 \uc5bc\ub9c8\ub098 \uc798 \uad00\ub9ac\ud558\ub294\uc9c0 \ud3c9\uac00\ud558\ub294 \uc0dd\uc0b0\uc131 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc77c\uc815 \uc900\uc218\uc728\uc774 \ub192\ub2e4\ub294 \uac83\uc740 \uc0c1\ub2f4\uc0ac\uac00 \uace0\uac1d \ubb38\uc81c \ud574\uacb0\uc5d0 \uc9d1\uc911\ud558\ub294 \uac83\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc73c\ub85c 80%\ub97c \uc801\uc808\ud55c \uc900\uc218\uc728\ub85c \ud3c9\uac00\ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460053&#8243; css=&#8221;.vc_custom_1670246278822{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>24. \uc2dc\uac04\ub2f9 \uc751\ub2f5 \ud1b5\ud654<\/strong><\/p>\n<p>\uc2dc\uac04\ub2f9 \uc751\ub2f5 \ud1b5\ud654 \uc218\ub294 \uc0c1\ub2f4\uc0ac\uc758 \uc0dd\uc0b0\uc131\uc744 \uce21\uc815\ud558\ub294 \uc88b\uc740 \ubc29\ubc95\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uc774 \uc218\uce58\ub294 \uc8fc\uc694 \uc2dc\uc98c\ubcc4 \ud1b5\ud654\ub7c9, \uad50\ub300 \uadfc\ubb34 \ubcc0\uacbd, \uae30\ud0c0 \uc694\uc778\uc5d0 \ub530\ub77c \ud070 \ucc28\uc774\uac00 \ub098\ud0c0\ub0a0 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460054&#8243; css=&#8221;.vc_custom_1670246566678{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>25. \ud3c9\uade0 \uc751\ub2f5 \uc18d\ub3c4<\/strong><\/p>\n<p>\ud3c9\uade0 \uc751\ub2f5 \uc18d\ub3c4(ASA)\ub294 \uc0c1\ub2f4\uc0ac\uac00 \ub300\uae30 \ud1b5\ud654\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \ub9d0\ud569\ub2c8\ub2e4. \uc774 \uc9c0\ud45c\uac00 \ub108\ubb34 \ub192\uc73c\uba74 \uc0c1\ub2f4\uc0ac\uac00 \ud1b5\ud654\ub97c \ub108\ubb34 \uc624\ub798 \ud558\uac70\ub098, \uc0c8\ub85c\uc6b4 \uc804\ud654\ub97c \ubc1b\ub294 \ub370 \ub108\ubb34 \ub9ce\uc740 \uc2dc\uac04\uc774 \uac78\ub9b0\ub2e4\ub294 \uc758\ubbf8\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc5b4\ub290 \uc815\ub3c4\uc758 \ub3d9\uae30 \ubd80\uc5ec\uc640 \ucf54\uce6d\ub9cc\uc73c\ub85c\ub3c4 \uc774 \uc9c0\ud45c\ub97c \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c8\ub85c\uc6b4 \ud504\ub85c\uc138\uc2a4 \ub610\ub294 \uc791\uc5c5 \ub3c4\uad6c\ub97c \uc774\uc6a9\ud558\ub294 \uac83\ub3c4 \uc88b\uc740 \ud574\uacb0\ucc45\uc785\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460056&#8243; css=&#8221;.vc_custom_1670246650762{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>26. \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04<\/strong><\/p>\n<p>\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04(AHT)\uc740 \uc0c1\ub2f4\uc0ac\uac00 \ud1b5\ud654\ud558\ub294 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. AHT\ub294 \uc0c1\ub2f4\uc0ac\uac00 \uc804\ud654\ub97c \ubc1b\ub294 \uc989\uc2dc \uc2dc\uc791\ub418\uace0 \uc0c1\ub2f4\uc0ac\uac00 \uc804\ud654\ub97c \ub04a\uc73c\uba74 \uc885\ub8cc\ub429\ub2c8\ub2e4. \uc774 \uc9c0\ud45c\ub97c \uc2dc\uac04 \uacbd\uacfc\uc5d0 \ub530\ub77c \ucd94\uc801\ud558\uba74 \ub2e4\uc591\ud55c \ud1b5\ud654 \uc720\ud615\uc758 \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\uc744 \ud655\uc778\ud558\uace0 \uc0c1\ub2f4\uc0ac\uc758 \ubca4\uce58\ub9c8\ud06c\ub97c \uc124\uc815\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc0c1\ub2f4\uc0ac\uac00 \uc774 \uc784\uacc4\uac12\uc744 \uc77c\uc0c1\uc801\uc73c\ub85c \ucd08\uacfc\ud55c\ub2e4\uba74 \uc5c5\ubb34 \uc218\ud589\uc5d0 \ud544\uc694\ud55c \ubaa8\ub4e0 \uae30\uc220\uacfc \ub3c4\uad6c\ub97c \uc81c\ub300\ub85c \uac16\ucd94\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud560 \ud544\uc694\uac00 \uc788\uc2b5\ub2c8\ub2e4. \ud55c\ud3b8 \uc0c1\ub2f4\uc0ac\uac00 \uc774 \ubca4\uce58\ub9c8\ud06c\ub97c \ud06c\uac8c \ubc11\ub3c8\ub2e4\uba74 \uc11c\ub458\ub7ec \ud1b5\ud654\ub97c \ucc98\ub9ac\ud558\ub290\ub77c \uace0\uac1d \ubb38\uc81c\ub97c \uc644\uc804\ud788 \ud574\uacb0\ud558\uc9c0 \ubabb\ud558\uace0 \uc788\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460057&#8243; css=&#8221;.vc_custom_1670246834891{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>27. \uc0c1\ub2f4\uc0ac\uc640 \ud1b5\ud654 \uc911 \ud3c9\uade0 \ubc1c\uc2e0\uc790 \ub300\uae30 \uc2dc\uac04<\/strong><\/p>\n<p>\uc0c1\ub2f4\uc0ac\uac00 \uad00\ub9ac\uc790\uc640 \ud1b5\ud654\ud558\uac70\ub098 \uace0\uac1d \uc815\ubcf4\uc5d0 \uc561\uc138\uc2a4\ud558\uae30 \uc704\ud574 \ubc1c\uc2e0\uc790\ub97c \ub300\uae30 \uc0c1\ud0dc\ub85c \ub450\uc5b4\uc57c \ud558\ub294 \uacbd\uc6b0\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ub300\uae30 \uc2dc\uac04\uc740 \ucd5c\ub300\ud55c \uc9e7\uac8c \uc720\uc9c0\ud574\uc57c \ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460058&#8243; css=&#8221;.vc_custom_1670246916941{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]\uc774 \uc218\uce58\uac00 \ub108\ubb34 \ub192\uc73c\uba74 \uc2dc\uc2a4\ud15c \ub610\ub294 \uc0c1\ub2f4\uc0ac \uc2a4\ud0ac\uc5d0 \ubb38\uc81c\uac00 \uc788\ub294 \uac83\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><strong>28. \uc804\ud658\uc728<\/strong><\/p>\n<p>\uc0c1\ub2f4\uc0ac\uc640 \uc5f0\uacb0\ub41c \ud6c4, \uace0\uac1d\uc740 \uc790\uc2e0\uc758 \ubb38\uc81c\uac00 \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \uc804\ub2ec\ud558\uc5ec \ucc98\ub9ac\ub418\uae30\ub97c \uc6d0\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \ud1b5\ud654\uac00 \uc5ec\ub7ec \ubc88 \uc804\ud658\ub418\uba74 \uace0\uac1d\uc758 \ubd88\ub9cc\uc740 \ub354\uc6b1 \ucee4\uc9d1\ub2c8\ub2e4.<\/p>\n<p>\ubb3c\ub860 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uace0\uac1d\uc744 \uad00\ub9ac\uc790\uc5d0\uac8c \uc5f0\uacb0\ud558\uac70\ub098, \ub2e4\ub978 \ubd80\uc11c\ub85c \uc5f0\uacb0\ud574\uc57c \ud558\ub294 \ub4f1 \ubd88\uac00\ud53c\ud55c \uc804\ud658\uc774 \uc788\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc774\ub97c \ucd5c\uc18c\ud654\ud574\uc57c \ud569\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460059&#8243; css=&#8221;.vc_custom_1670246992169{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<strong>29. \ud3c9\uade0 \ud1b5\ud654 \ud6c4 \uc791\uc5c5 \uc2dc\uac04<\/strong><\/p>\n<p>\uc0c1\ub2f4\uc0ac\ub294 \uace0\uac1d\uacfc \ud1b5\ud654\ud55c \ud6c4 \ub9c8\ubb34\ub9ac \uc791\uc5c5\uc744 \ud574\uc57c \ud569\ub2c8\ub2e4. \uc774 \uc9c0\ud45c\ub294 \uc0c1\ub2f4\uc0ac\uac00 \ud1b5\ud654 \ud6c4 \uc778\ud130\ub799\uc158\uc744 \uc694\uc57d\ud558\ub294 \ub4f1 \ub9c8\ubb34\ub9ac \uc791\uc5c5\uc5d0 \ub4e4\uc774\ub294 \uc2dc\uac04\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p>\uc0c1\ub2f4\uc0ac\uac00 \ud1b5\ud654 \ub9c8\ubb34\ub9ac\uc5d0 \ub108\ubb34 \ub9ce\uc740 \uc2dc\uac04\uc744 \ubcf4\ub0b8\ub2e4\uba74 \uc774\ub294 \uc5c5\ubb34 \ucc98\ub9ac\uac00 \uc9c0\ub098\uce58\uac8c \ub290\ub9ac\ub2e4\ub294 \uc758\ubbf8\uc785\ub2c8\ub2e4. \uc774 \uac19\uc740 \uc791\uc5c5\uc5d0 \uc774\uc6a9\ud560 \ud15c\ud50c\ub9bf\uc744 \ub9cc\ub4e4\uac70\ub098 \ubd88\ud544\uc694\ud55c \ub2e8\uacc4\ub97c \uc5c6\uc560\uba74 \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=&#8221;460060&#8243; css=&#8221;.vc_custom_1670273601288{margin-top: 2.0em !important;margin-bottom: 2.0em !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>\uace0\uac1d \uc5ec\uc815\uc744 \uc911\uc2ec\uc73c\ub85c \ucf5c\uc13c\ud130 KPI \ucd94\uc801<\/h2>\n<p>KPI\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\ub294 \uc77c\uc740 \ucf5c\uc13c\ud130 \uc548\ud30e\uc758 \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\uc120\ud558\ub294 \ub370 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130 \uc778\ud130\ub799\uc158\uc740 \uc804\uccb4 CX\ub97c \uc88c\uc6b0\ud560 \uc218 \uc788\uace0 \uace0\uac1d\uc5d0 \ud070 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294 \ub9cc\ud07c, <a href=\"https:\/\/www.genesys.com\/ko-kr\/\" target=\"_blank\" rel=\"noopener\">\ucee8\ud0dd\uc13c\ud130 KPI\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uace0 \uc774\ub97c \ucd5c\uc885 \uc5ec\uc815\uacfc CX \uc131\uacf5 \uc9c0\ud45c\uc5d0 \uc5f0\uacb0<\/a>\ud574\uc57c \ud569\ub2c8\ub2e4. \uae30\uc5c5\uc740 \uace0\uac1d \uac00\uce58\uc640 \ube44\uc988\ub2c8\uc2a4 \uac00\uce58 \ubaa8\ub450\ub97c \ud30c\uc545\ud560 \uc218 \uc788\ub294 &#8216;\ucf5c\uc13c\ud130 KPI&#8217;\ub97c \uc120\ud0dd\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uc77c\uc120 \uad00\ub9ac\uc790\uac00 \uc77c\uc0c1 \uc5c5\ubb34\uc5d0\uc11c \ubc1c\uc0dd\ud558\ub294 \ubb38\uc81c\uc640 \uae30\ud68c\ub97c \ud574\uacb0\ud558\ub824\uba74 \ub354 \ub9ce\uc740 \uc591\uc758 \ub370\uc774\ud130\uac00 \ud544\uc694\ud569\ub2c8\ub2e4. \uacbd\uc601\uc9c4\uc740 \uc77c\uc120 \uad00\ub9ac\uc790\ubcf4\ub2e4\ub294 \uc801\uc740 \uc218\uc758 \ucf5c\uc13c\ud130 KPI \ucd94\uc801\uc73c\ub85c\ub3c4 \uc131\uacfc \ud2b8\ub80c\ub4dc\uc5d0 \ub300\ud55c \uc911\uc694\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\uc744 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uc2dc\uc7a5\uc744 \ub9ac\ub4dc\ud558\ub294 \uc120\ub3c4\uc801\uc778 \uae30\uc5c5\ub4e4\uc740 \ub2e8 \ud55c \ubc88\uc758 \uace0\uac1d \uc778\ud130\ub799\uc158\uc744 \ub118\uc5b4 \uace0\uac1d \uc5ec\uc815 \uc804\uccb4\uc5d0 \uc9d1\uc911\ud569\ub2c8\ub2e4. \uc2e4\uc81c\ub85c \uace0\uac1d \uacbd\ud5d8\uc740 \ub2e8\uc21c\ud55c \uc778\ud130\ub799\uc158 \uadf8 \uc774\uc0c1\uc73c\ub85c \ud655\uc7a5\ub429\ub2c8\ub2e4. \ub530\ub77c\uc11c \ucee8\ud0dd\uc13c\ud130 \ub9ac\ub354\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\ubcc4 \uace0\uac1d\uc758 \ubaa9\ud45c\uc5d0\uc11c \uc2dc\uc791\ud558\uc5ec \ud68c\uc0ac\uac00 \uadf8 \ubaa9\ud45c\ub97c \ub2ec\uc131\ud558\ub3c4\ub85d \uc9c0\uc6d0\ud588\uc744 \ub54c \ube44\ub85c\uc18c \ub05d\ub098\ub294 \uc77c\ub828\uc758 \uc5ec\uc815\uc73c\ub85c \uc0dd\uac01\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\ud604\uba85\ud55c \uae30\uc5c5\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \uace0\uac1d \uc5ec\uc815\uc774\ub77c\ub294 \ud070 \uadf8\ub9bc\uc744 \ud1b5\ud574 \ubc14\ub77c\ubcf4\uba70 <a href=\"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/8-ways-to-reduce-contact-center-costs\" target=\"_blank\" rel=\"noopener\">\ucee8\ud0dd\uc13c\ud130\uc758 \uacbd\ud5d8\uacfc \uc131\uacfc\ub97c \ucd5c\uc801\ud654<\/a>\ud569\ub2c8\ub2e4. \uc774\ub4e4 \uae30\uc5c5\uc740 <a href=\"https:\/\/www.genesys.com\/ko-kr\/capabilities\/customer-journey-management\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uc5ec\uc815 \uad00\ub9ac<\/a>\ub97c \uc774\uc6a9\ud558\uc5ec \uace0\uac1d \ud589\ub3d9\uc744 \ub354 \uc815\ud655\ud558\uac8c \uc774\ud574\ud558\uace0, \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uba70, \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub97c \uac1c\uc120\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc9c0\uae08\ucc98\ub7fc \ud558\ub8e8\uac00 \ub2e4\ub974\uac8c \uae09\ubcc0\ud558\ub294 \ucf5c\uc13c\ud130 \uad00\ub9ac \ud658\uacbd\uc5d0\uc11c\ub294 \uc55e\uc11c \uc18c\uac1c\ud55c \ud575\uc2ec \uc9c0\ud45c\ub97c \ubc18\ub4dc\uc2dc \uc0b4\ud3b4\ubd10\uc57c \ud569\ub2c8\ub2e4. \ucd94\uc801\ud560 \uc218 \uc788\ub294 \ucf5c\uc13c\ud130 KPI\ub294 \uc218\uc2ed \uac1c\uc5d0 \ub2ec\ud558\uc9c0\ub9cc \uc790\uc0ac \uc870\uc9c1\uc5d0 \uc801\ud569\ud55c KPI\ub97c \uc120\ud0dd\ud558\ub294 \uac83\uc774 \uc911\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\ucf5c\uc13c\ud130 KPI\ub97c \uc801\uc808\ud788 \uc870\ud569\ud558\uba74 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \uadf9\ub300\ud654\ud558\uace0 \uace0\uac1d\uc758 \uae30\ub300\ub97c \ud655\uc2e4\ud558\uac8c \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>Genesys Cloud\u2122 \ud50c\ub7ab\ud3fc\uc758 <a href=\"https:\/\/www.genesys.com\/ko-kr\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">\uac15\ub825\ud55c \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158<\/a>\uacfc AI \uae30\ub2a5\uc744 \ud65c\uc6a9\ud558\uc5ec \ucee8\ud0dd\uc13c\ud130 KPI\ub97c \ucda9\uc871 \ubc0f \ucd08\uacfc \ub2ec\uc131\ud558\ub294 \ubc29\ubc95\uc744 \uc54c\uc544\ubcf4\uc138\uc694.<\/p>\n<p><strong><em>*\uc774 \ube14\ub85c\uadf8\ub294 2022\ub144 12\uc6d4 6\uc77c\uc5d0 \ucc98\uc74c \uac8c\uc2dc\ub418\uc5c8\uc73c\uba70, \uc774\ud6c4 \ucd5c\uc2e0 \uc815\ubcf4\ub97c \ubc18\uc601\ud558\uc5ec \uc5c5\ub370\uc774\ud2b8\ub418\uc5c8\uc2b5\ub2c8\ub2e4.\u00a0<\/em><\/strong>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\ucf5c\uc13c\ud130\ub294 \uace0\uac1d \uacbd\ud5d8\uacfc \uae30\uc5c5 \uc774\ubbf8\uc9c0 \ucd5c\uc804\uc120\uc5d0 \uc790\ub9ac\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \ub05d\uc5c6\uc774 \ub192\uc544\uc9c0\uace0 \uc788\uc73c\uba70, \uae30\uc5c5\uc740 \uc774\ub97c \ucda9\uc871\uc2dc\ud0a4\uae30 \uc704\ud574 \uace0\uad70\ubd84\ud22c\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ucf5c\uc13c\ud130\ub97c \ubcf4\ub2e4 \ud6a8\uc728\uc801\uc73c\ub85c \uc6b4\uc601\ud558\uba74\uc11c \uace0\uac1d \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218\ub294 \uc5c6\uc744\uae4c\uc694? \ucf5c\uc13c\ud130 \uc9c0\ud45c\uc640 KPI\ub97c \uc801\uc808\ud788 \uc870\ud569\ud558\ub294 \uac83\uc5d0\uc11c\ubd80\ud130 \uc2dc\uc791\ud574 \ubcf4\uc138\uc694. \uace0\uac1d \uc11c\ube44\uc2a4 \ub9ac\ub354\ub294 \uc8fc\uc694 \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\uc5d0 \uc9d1\uc911\ud558\uba74 \ub418\uc9c0\ub9cc, \uc77c\uc120 \uad00\ub9ac\uc790\ub294 \ub2e4\ub978 \uad00\uc810\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uc2dc\uc7a5 \uc870\uc0ac \uc804\ubb38\uae30\uad00\uc778 [&hellip;]<\/p>\n","protected":false},"author":1005,"featured_media":460062,"template":"","tax_priority":[54],"tax_blogtype":[17747],"tax_blogcategory":[18467,18264,13216],"tax_contenttheme":[14872],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16203,18304],"tax_products_programs":[16481],"tax_buying_job":[],"tax_buyer_persona":[16895],"tax_sector":[],"tax_segment":[17133,17085,17120],"class_list":["post-478412","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ko-kr","tax_blogcategory-experience-orchestration-ko-kr","tax_blogcategory-18264","tax_blogcategory-digital-ko-kr","tax_contenttheme-improve-customer-experience-ko-kr","tax_capability_sitewide-ai-and-automation-ko-kr","tax_capability_sitewide-journey-management-ko-kr","tax_products_programs-genesys-ai-ko-kr","tax_buyer_persona-business-ko-kr","tax_segment-smb-ko-kr","tax_segment-enterprise-ko-kr","tax_segment-midsized-ko-kr","tax_content_type-blog-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/478412","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\/1005"}],"version-history":[{"count":11,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/478412\/revisions"}],"predecessor-version":[{"id":609653,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/478412\/revisions\/609653"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/460062"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=478412"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=478412"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=478412"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=478412"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=478412"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=478412"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=478412"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=478412"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=478412"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=478412"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=478412"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=478412"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=478412"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}