{"id":1522,"date":"2020-11-09T03:11:26","date_gmt":"2020-11-09T03:11:26","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=1522"},"modified":"2021-09-22T08:22:13","modified_gmt":"2021-09-22T08:22:13","slug":"nang-tam-dich-vu-khach-hang-voi-tri-tue-cam-xuc","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/nang-tam-dich-vu-khach-hang-voi-tri-tue-cam-xuc\/","title":{"rendered":"N\u00e2ng t\u1ea7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u1edbi tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac"},"content":{"rendered":"<p><a href=\"https:\/\/vi.wikipedia.org\/wiki\/Tr%C3%AD_tu%E1%BB%87_x%C3%BAc_c%E1%BA%A3m\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac (Emotional Intelligence &#8211; EI)<\/strong> <\/a>\u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Martin Hill Wilson, chuy\u00ean gia v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00e3 nh\u1eadn \u0111\u1ecbnh <em><strong>\u201cTr\u00ed tu\u1ec7 c\u1ea3m x\u00fac gi\u00fap t\u1ed1i \u01b0u h\u00f3a c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng trong v\u00e0 sau khi t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p\u201d<\/strong><\/em>. Theo \u0111\u00f3, c\u00e1c l\u00e3nh \u0111\u1ea1o doanh nghi\u1ec7p c\u1ea7n c\u00f3 k\u1ebf ho\u1ea1ch \u0111\u00e0o t\u1ea1o h\u1ee3p l\u00fd \u0111\u1ec3 n\u00e2ng cao k\u1ef9 n\u0103ng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac cho nh\u00e2n vi\u00ean. Tuy nhi\u00ean l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u00e0 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o hi\u1ec7u qu\u1ea3? B\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y gi\u1ea3i th\u00edch r\u00f5 h\u01a1n v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u0169ng nh\u01b0 c\u00e1ch \u0111o l\u01b0\u1eddng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac trong c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi.<\/p>\n<ol start=\"1\">\n<li>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Tri_tue_cam_xuc_va_gia_tri_mang_lai_cho_doanh_nghiep\"><span class=\"toc_number toc_depth_1\">1<\/span> Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u00e0 gi\u00e1 tr\u1ecb mang l\u1ea1i cho doanh nghi\u1ec7p<\/a><\/li><li><a href=\"#Tri_tue_cam_xuc_duoc_su_dung_nhu_the_nao_trong_dich_vu_khach_hang\"><span class=\"toc_number toc_depth_1\">2<\/span> Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 th\u1ebf n\u00e0o trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<\/a><ul><li><a href=\"#Tu_nhan_thuc\"><span class=\"toc_number toc_depth_2\">2.1<\/span> T\u1ef1 nh\u1eadn th\u1ee9c<\/a><\/li><li><a href=\"#Tu_dieu_chinh\"><span class=\"toc_number toc_depth_2\">2.2<\/span> T\u1ef1 \u0111i\u1ec1u ch\u1ec9nh<\/a><\/li><li><a href=\"#Tao_dong_luc\"><span class=\"toc_number toc_depth_2\">2.3<\/span> T\u1ea1o \u0111\u1ed9ng l\u1ef1c<\/a><\/li><li><a href=\"#Dong_Cam\"><span class=\"toc_number toc_depth_2\">2.4<\/span> \u0110\u1ed3ng C\u1ea3m<\/a><\/li><li><a href=\"#Ky_nang_xa_hoi\"><span class=\"toc_number toc_depth_2\">2.5<\/span> K\u1ef9 n\u0103ng x\u00e3 h\u1ed9i<\/a><\/li><\/ul><\/li><li><a href=\"#Do_luong_tri_tue_cam_xuc_voi_EMAI_Virtual_QC\"><span class=\"toc_number toc_depth_1\">3<\/span> \u0110o l\u01b0\u1eddng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u1edbi EM&amp;AI Virtual QC<\/a><\/li><\/ul><\/div>\n<h2 id=\"h.gdg5xouu7fdy\"><span id=\"Tri_tue_cam_xuc_va_gia_tri_mang_lai_cho_doanh_nghiep\">Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u00e0 gi\u00e1 tr\u1ecb mang l\u1ea1i cho doanh nghi\u1ec7p<\/span><\/h2>\n<\/li>\n<\/ol>\n<p>Theo Daniel Goleman, nh\u00e0 t\u00e2m l\u00fd h\u1ecdc ng\u01b0\u1eddi M\u1ef9 n\u1ed5i ti\u1ebfng th\u1ebf gi\u1edbi \u0111\u1ecbnh ngh\u0129a: \u201cTr\u00ed tu\u1ec7 c\u1ea3m x\u00fac kh\u00f4ng ch\u1ec9 l\u00e0 kh\u1ea3 n\u0103ng t\u1ef1 nh\u1eadn th\u1ee9c v\u00e0 ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac c\u1ee7a ch\u00ednh m\u00ecnh m\u00e0 c\u00f2n l\u00e0 s\u1ef1 \u0111\u1ed3ng c\u1ea3m, th\u1ea5u hi\u1ec3u c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi kh\u00e1c\u201d. M\u1ed9t ng\u01b0\u1eddi th\u1ec3 hi\u1ec7n tr\u00ed th\u00f4ng minh c\u1ea3m x\u00fac c\u00f3 th\u1ec3 \u0111\u1ecbnh h\u01b0\u1edbng h\u00e0nh vi ph\u00f9 h\u1ee3p theo c\u1ea3m x\u00fac.<\/p>\n<p>Theo \u0111\u00f3, m\u1ed9t nh\u00e2n s\u1ef1 c\u00f3 ch\u1ec9 s\u1ed1 EI cao th\u01b0\u1eddng th\u1ec3 hi\u1ec7n b\u1ea3n th\u00e2n l\u00e0 m\u1ed9t ng\u01b0\u1eddi c\u00f3 kh\u1ea3 n\u0103ng l\u1eafng nghe, \u0111\u1ed3ng c\u1ea3m v\u00e0 th\u1ea5u hi\u1ec3u v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 th\u00e2n thi\u1ec7n v\u00e0 t\u00edch c\u1ef1c xuy\u00ean su\u1ed1t qu\u00e1 tr\u00ecnh ph\u1ee5c v\u1ee5. Kh\u00f4ng ch\u1ec9 gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac c\u00f2n mang \u0111\u1ebfn nh\u1eefng gi\u00e1 tr\u1ecb tuy\u1ec7t v\u1eddi cho doanh nghi\u1ec7p:<\/p>\n<ul>\n<li>95% quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u01b0a ra do y\u1ebfu t\u1ed1 c\u1ea3m x\u00fac t\u00e1c \u0111\u1ed9ng.<\/li>\n<li>86% kh\u00e1ch h\u00e0ng c\u00f3 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac t\u00edch c\u1ef1c v\u1edbi nh\u00e2n vi\u00ean \u00a0t\u1ed5ng \u0111\u00e0i s\u1ebd ti\u1ebfp t\u1ee5c trung th\u00e0nh v\u1edbi doanh nghi\u1ec7p.<\/li>\n<li>74% kh\u00e1ch h\u00e0ng c\u00f3 c\u1ea3m x\u00fac t\u00edch c\u1ef1c tr\u1edf th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 v\u00e0 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" title=\"\" src=\"https:\/\/lh3.googleusercontent.com\/nHBm-dOli2jEMkeLuFo94aRU9dJcEkUYiZnpdJmAo-CsPk9XOLpuloLzLFyskJj-FHCGn3c72MaGJ-Uy6Zo-5Hhq1Ku9F_htxWIjzV6tp7SP0CFOIsCnVvxV6LYx-CuZz7eTzg4B\" alt=\"\" \/><\/p>\n<p>&nbsp;<\/p>\n<ol start=\"2\">\n<li>\n<h2 id=\"h.anqv4lpkhpuq\"><span id=\"Tri_tue_cam_xuc_duoc_su_dung_nhu_the_nao_trong_dich_vu_khach_hang\">Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 th\u1ebf n\u00e0o trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<\/span><\/h2>\n<\/li>\n<\/ol>\n<p>C\u00e1c nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 s\u1edf h\u1eefu k\u1ef9 n\u0103ng t\u01b0 v\u1ea5n tuy\u1ec7t v\u1eddi nh\u01b0ng kh\u00f4ng ph\u1ea3i ai c\u0169ng c\u00f3 k\u1ef9 n\u0103ng v\u1ec1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac. M\u1eb7c d\u00f9 v\u1eady, \u0111\u00e2y l\u00e0 m\u1ed9t d\u1ea1ng k\u1ef9 n\u0103ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o. Nh\u01b0ng tr\u01b0\u1edbc h\u1ebft, c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u1ea7n bi\u1ebft tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 th\u1ebf n\u00e0o trong vi\u1ec7c \u0111\u00e1nh gi\u00e1 v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Theo Daniel Goleman, \u00f4ng nh\u1eadn \u0111\u1ecbnh c\u00f3 5 y\u1ebfu t\u1ed1 ch\u00ednh trong tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac: T\u1ef1 nh\u1eadn th\u1ee9c, t\u1ef1 \u0111i\u1ec1u ch\u1ec9nh, t\u1ea1o \u0111\u1ed9ng l\u1ef1c, \u0111\u1ed3ng c\u1ea3m v\u00e0 k\u1ef9 n\u0103ng x\u00e3 h\u1ed9i. Nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0y c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a b\u1ea5t k\u1ef3 t\u01b0\u01a1ng t\u00e1c n\u00e0o v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<h3 id=\"h.44x6ooicx3vt\"><span id=\"Tu_nhan_thuc\">T\u1ef1 nh\u1eadn th\u1ee9c<\/span><\/h3>\n<p>Trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u201cT\u1ef1 nh\u1eadn th\u1ee9c\u201d l\u00e0 kh\u1ea3 n\u0103ng c\u1ef1c k\u1ef3 quan tr\u1ecdng. K\u1ef9 n\u0103ng n\u00e0y gi\u00fap nh\u00e2n vi\u00ean nh\u1eadn th\u1ee9c v\u1ec1 c\u00e1ch h\u00e0nh \u0111\u1ed9ng c\u1ee7a b\u1ea3n th\u00e2n (v\u00ed d\u1ee5 nh\u01b0 c\u00e1ch n\u00f3i, c\u00e1ch ch\u1ecdn t\u1eeb ng\u1eef, gi\u1ecdng \u0111i\u1ec7u, v.v.) t\u00f9y theo t\u00ecnh hu\u1ed1ng ho\u1eb7c tr\u01b0\u1eddng h\u1ee3p c\u1ee5 th\u1ec3. V\u00ed d\u1ee5 m\u1ed9t kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u00e0 \u0111\u01b0a ra m\u1ed9t \u0111\u1ec1 ngh\u1ecb kh\u00f3 c\u00f3 th\u1ec3 ch\u1ea5p thu\u1eadn, nh\u01b0ng n\u1ebfu l\u1eddi t\u1eeb ch\u1ed1i \u0111\u01b0\u1ee3c \u0111\u01b0a ra v\u1edbi m\u1ed9t gi\u1ecdng \u0111i\u1ec7u v\u00e0 ng\u00f4n t\u1eeb nh\u00e3 nh\u1eb7n, kh\u00e1ch h\u00e0ng nhi\u1ec1u kh\u1ea3 n\u0103ng s\u1ebd ch\u1ea5p nh\u1eadn c\u00e2u n\u00f3i \u201ckh\u00f4ng\u201d m\u1ed9t c\u00e1ch nh\u1eb9 nh\u00e0ng. T\u1ef1 nh\u1eadn th\u1ee9c cung c\u1ea5p cho nh\u00e2n vi\u00ean \u00a0s\u1ee9c m\u1ea1nh \u0111\u1ec3 thay \u0111\u1ed5i t\u00ecnh th\u1ebf t\u1eeb kh\u00f3 kh\u0103n th\u00e0nh m\u1ed9t \u0111i\u1ec1u g\u00ec \u0111\u00f3 hi\u1ec7u qu\u1ea3 v\u00e0 d\u1ec5 ch\u1ecbu h\u01a1n.<\/p>\n<p><img decoding=\"async\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/11\/Tri-tue-cam-xuc.jpg\" alt=\"&quot;N\u00e2ng\" \/><\/p>\n<h3 id=\"h.v2a76uyd1weo\"><span id=\"Tu_dieu_chinh\">T\u1ef1 \u0111i\u1ec1u ch\u1ec9nh<\/span><\/h3>\n<p>Khi kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn v\u00e0 t\u1ecf ra ph\u1eabn n\u1ed9 ho\u1eb7c th\u00f4 l\u1ed7 v\u00ec h\u00e0ng t\u00e1 l\u00fd do n\u00e0o \u0111\u00f3. D\u00f9 kh\u00f4ng ki\u1ec1m ch\u1ebf \u0111\u01b0\u1ee3c c\u1ea3m x\u00fac c\u1ee7a b\u1ea3n th\u00e2n nh\u01b0ng cu\u1ed1i c\u00f9ng h\u1ecd ch\u1ec9 mu\u1ed1n \u0111\u01b0\u1ee3c l\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u. Ng\u01b0\u1eddi c\u00f3 k\u1ef9 n\u0103ng t\u1ef1 \u0111i\u1ec1u ch\u1ec9nh c\u00f3 th\u1ec3 ki\u00ean nh\u1eabn l\u1eafng nghe l\u1eddi ph\u00e0n n\u00e0n m\u00e0 kh\u00f4ng b\u1ecb \u0111\u1ea3 k\u00edch v\u00e0 \u0111\u01b0a ra nh\u1eefng quy\u1ebft \u0111\u1ecbnh v\u1ed9i v\u00e0ng, c\u1ea3m t\u00ednh. T\u1ef1 \u0111i\u1ec1u ch\u1ec9nh l\u00e0 kh\u1ea3 n\u0103ng gi\u1eef b\u00ecnh t\u0129nh, t\u1ef1 ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u00e0 th\u00edch \u1ee9ng v\u1edbi c\u00e1c t\u00ecnh hu\u1ed1ng m\u1edbi.<\/p>\n<h3 id=\"h.oqxf4f5lpwd2\"><span id=\"Tao_dong_luc\">T\u1ea1o \u0111\u1ed9ng l\u1ef1c<\/span><\/h3>\n<p>Trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, k\u1ef9 n\u0103ng \u201cT\u1ea1o \u0111\u1ed9ng l\u1ef1c\u201d \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua c\u00e1ch nh\u00e2n vi\u00ean ch\u1ee7 \u0111\u1ed9ng \u0111\u01b0a ra l\u1eddi \u0111\u1ec1 ngh\u1ecb gi\u00fap \u0111\u1ee1. Th\u00f4ng qua vi\u1ec7c ch\u1ee7 \u0111\u1ed9ng v\u1edbi th\u00e1i \u0111\u1ed9 t\u00edch c\u1ef1c v\u00e0 m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng, nh\u00e2n vi\u00ean kh\u00f4ng ch\u1ec9 t\u1ef1 t\u1ea1o \u0111\u1ed9ng l\u1ef1c cho b\u1ea3n th\u00e2n m\u00e0 c\u00f2n t\u1ea1o \u0111\u1ed9ng l\u1ef1c cho kh\u00e1ch h\u00e0ng, k\u00edch th\u00edch h\u1ecd chia s\u1ebb nhi\u1ec1u h\u01a1n v\u1ec1 v\u1ea5n \u0111\u1ec1 h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i. Nh\u00e2n vi\u00ean \u00a0v\u1edbi k\u1ef9 n\u0103ng \u201ct\u1ea1o \u0111\u1ed9ng l\u1ef1c\u201d s\u1ebd n\u00f3i \u201cT\u00f4i c\u00f3 th\u1ec3 gi\u00fap g\u00ec cho b\u1ea1n\u201d thay v\u00ec \u201cB\u1ea1n c\u1ea7n g\u00ec \u201d. D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc \u0111\u00f2i h\u1ecfi s\u1ef1 c\u1ed1ng hi\u1ebfn \u0111\u1ec3 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nh\u1eefng g\u00ec h\u1ecd th\u1eadt s\u1ef1 c\u1ea7n.<\/p>\n<h3><span id=\"Dong_Cam\">\u0110\u1ed3ng C\u1ea3m<\/span><\/h3>\n<p>\u0110\u1ed3ng c\u1ea3m l\u00e0 k\u1ef9 n\u0103ng c\u1ed1t l\u00f5i c\u1ee7a tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac. Trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng c\u1ea3m t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho s\u1ef1 tin t\u01b0\u1edfng v\u00e0 t\u1ea1o k\u1ebft n\u1ed1i ch\u1eafc ch\u1eafn v\u1edbi kh\u00e1ch h\u00e0ng. Nh\u1eefng c\u00e2u n\u00f3i nh\u01b0 \u201cEm c\u00f3 th\u1ec3 hi\u1ec3u \u0111i\u1ec1u n\u00e0y kh\u00f3 ch\u1ecbu nh\u01b0 th\u1ebf n\u00e0o, em s\u1ebd xem x\u00e9t c\u00f3 c\u00e1ch n\u00e0o \u0111\u1ec3 h\u1ed7 tr\u1ee3 ch\u1ecb kh\u00f4ng?\u201d c\u00f3 th\u1ec3 xoay chuy\u1ec3n cu\u1ed9c tr\u00f2 chuy\u1ec7n.<\/p>\n<h3><span id=\"Ky_nang_xa_hoi\">K\u1ef9 n\u0103ng x\u00e3 h\u1ed9i<\/span><\/h3>\n<p>K\u1ef9 n\u0103ng x\u00e3 h\u1ed9i bao g\u1ed3m kh\u1ea3 n\u0103ng giao ti\u1ebfp r\u00f5 r\u00e0ng, gi\u1ea3i quy\u1ebft xung \u0111\u1ed9t, x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7, h\u1ee3p t\u00e1c v\u00e0 c\u00e1ch s\u1eed d\u1ee5ng n\u00f3 \u0111\u1ec3 th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c c\u1ee7a nh\u00e2n vi\u00ean v\u1edbi kh\u00e1ch h\u00e0ng. Khi s\u1eed d\u1ee5ng k\u1ebft h\u1ee3p nh\u1eefng k\u1ef9 n\u0103ng tr\u00ean, r\u1ea5t d\u1ec5 d\u00e0ng thu h\u00fat \u0111\u01b0\u1ee3c c\u1ea3 nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh nh\u1ea5t.<\/p>\n<ol start=\"3\">\n<li>\n<h2><span id=\"Do_luong_tri_tue_cam_xuc_voi_EMAI_Virtual_QC\">\u0110o l\u01b0\u1eddng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u1edbi EM&amp;AI Virtual QC<\/span><\/h2>\n<\/li>\n<\/ol>\n<p>Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac l\u00e0 m\u1ed9t ti\u00eau ch\u00ed quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a trung t\u00e2m cu\u1ed9c g\u1ecdi. Nh\u01b0ng th\u1ef1c t\u1ebf \u0111\u00e2y l\u00e0 m\u1ed9t ti\u00eau ch\u00ed kh\u00f3 \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111o l\u01b0\u1eddng. \u0110\u1ec3 \u0111\u00e1nh gi\u00e1 \u0111\u00fang v\u1ec1 ti\u00eau ch\u00ed n\u00e0y, c\u1ea7n ph\u1ea3i bi\u1ebft n\u1ed9i dung cu\u1ed9c h\u1ed9i tho\u1ea1i, ho\u00e0n c\u1ea3nh di\u1ec5n ra nh\u01b0 th\u1ebf n\u00e0o, t\u00ecnh hu\u1ed1ng ra sao c\u0169ng nh\u01b0 di\u1ec5n bi\u1ebfn c\u1ea3m x\u00fac. Tuy nhi\u00ean, c\u00e1ch \u0111\u00e1nh gi\u00e1 th\u1ee7 c\u00f4ng b\u00ean c\u1ea1nh s\u1ed1 l\u01b0\u1ee3ng t\u1ec7p ghi \u00e2m qu\u00e1 l\u1edbn khi\u1ebfn vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u00f2n mang t\u00ednh ch\u1ee7 quan. Ng\u00e0y nay, s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o, \u0111\u00e1nh gi\u00e1 ti\u00eau ch\u00ed tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac kh\u00f4ng c\u00f2n l\u00e0 \u0111i\u1ec1u \u201ckh\u00f4ng th\u1ec3\u201d.<\/p>\n<p>L\u00e0 m\u1ed9t \u0111\u01a1n v\u1ecb ti\u00ean phong ph\u00e1t tri\u1ec3n c\u00f4ng ngh\u1ec7 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u1ee9ng d\u1ee5ng chuy\u00ean s\u00e2u v\u00e0o x\u00e2y d\u1ef1ng gi\u1ea3i ph\u00e1p t\u1ed5ng \u0111\u00e0i th\u00f4ng minh,\u00a0EM&amp;AI\u00a0\u0111\u00e3 cho ra m\u1eaft n\u1ec1n t\u1ea3ng <strong>Virtual QC &#8211; <\/strong>n\u1ec1n t\u1ea3ng <strong><em><a style=\"color: #0000ff;\" href=\"https:\/\/emandai.net\/virtual-qc\/\" target=\"_blank\" rel=\"noopener noreferrer\">t\u1ef1 \u0111\u1ed9ng \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi<\/a><\/em>, <\/strong>gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 ch\u1ec9 s\u1ed1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u201cl\u00fd t\u00ednh h\u01a1n\u201d h\u1ed7 tr\u1ee3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n<p>EM&amp;AI\u00a0Virtual QC \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi c\u00e1c c\u00f4ng ngh\u1ec7 AI ti\u00ean ti\u1ebfn nh\u1ea5t nh\u01b0: chuy\u1ec3n gi\u1ecdng n\u00f3i th\u00e0nh v\u0103n b\u1ea3n (Speech to Text), <a href=\"http:\/\/emandai.net\/blog\/tach-kenh-giong-noi-va-buoc-dot-pha-cho-tuong-lai-kiem-soat-chat-luong-tong-dai-tu-dong\/\" target=\"_blank\" rel=\"noopener noreferrer\"><em><strong>t\u00e1ch k\u00eanh gi\u1ecdng n\u00f3i<\/strong><\/em><\/a> (Speaker Diarization), ph\u00e2n t\u00edch c\u1ea3m x\u00fac (Sentiment Analysis), x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (Natural Language Processing). H\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 di\u1ec5n d\u1ecbch n\u1ed9i dung cu\u1ed9c g\u1ecdi gi\u1eefa nh\u00e2n vi\u00ean &#8211; kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi t\u00ednh n\u0103ng ph\u00e2n t\u00edch c\u1ea3m x\u00fac gi\u00fap h\u1ec7 th\u1ed1ng x\u00e1c \u0111\u1ecbnh ch\u1ec9 s\u1ed1 c\u1ea3m x\u00fac l\u00e0 t\u00edch c\u1ef1c, ti\u00eau c\u1ef1c hay b\u00ecnh th\u01b0\u1eddng.<\/p>\n<p>K\u1ebft qu\u1ea3 sau \u0111\u00f3 s\u1ebd \u0111\u1ed1i chi\u1ebfu v\u1edbi c\u00e1c ti\u00eau ch\u00ed m\u00e0 doanh nghi\u1ec7p thi\u1ebft l\u1eadp v\u00e0 \u0111\u01b0a ra c\u00e1c ch\u1ec9 s\u1ed1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac theo thang \u0111i\u1ec3m c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch.<\/p>\n<p>D\u1ef1a tr\u00ean m\u00f4 h\u00ecnh 5 y\u1ebfu t\u1ed1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac, c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 t\u1ed5ng \u0111\u00e0i vi\u00ean, ph\u00f9 h\u1ee3p v\u1edbi m\u00f4 h\u00ecnh doanh nghi\u1ec7p (V\u00ed d\u1ee5: l\u1eafng nghe kh\u00e1ch h\u00e0ng, ch\u1ee7 \u0111\u1ed9ng tr\u1ee3 gi\u00fap kh\u00e1ch h\u00e0ng, nghe hi\u1ec3u v\u1ea5n \u0111\u1ec1,&#8230;). T\u00ednh n\u0103ng\u00a0\u201cthi\u1ebft l\u1eadp ti\u00eau ch\u00ed\u201d\u00a0cho ph\u00e9p doanh nghi\u1ec7p c\u00e0i \u0111\u1eb7t ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 c\u1ee7a m\u00ecnh, v\u00e0 l\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng th\u1ee9c ch\u1ea5m \u0111i\u1ec3m ph\u00f9 h\u1ee3p.<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" title=\"\" src=\"https:\/\/lh4.googleusercontent.com\/YOLlyx6055GUM21wu9ENmfuFsbJZB1dKBFRKKDxlf0MR4fFbiQ2pLHPqlb2Nm7Y1P6ObQASOKELiwTm2g8aJ1j5RUoPChJFZ7kx1VYhC-yDC_UIo3k735Awstng26djpRLppzOAZ\" alt=\"\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>N\u00e2ng cao n\u0103ng l\u1ef1c tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 gia t\u0103ng doanh s\u1ed1 v\u00e0 l\u00f2ng trung th\u00e0nh. Nh\u1eefng g\u00ec doanh nghi\u1ec7p c\u1ea7n l\u00e0m l\u00e0 x\u00e2y d\u1ef1ng b\u1ed9 ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u0111\u1ed3ng th\u1eddi \u1ee9ng d\u1ee5ng ph\u1ea7n m\u1ec1m \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3, h\u1ed7 tr\u1ee3 \u0111\u00e0o t\u1ea1o n\u00e2ng cao n\u0103ng l\u1ef1c nh\u00e2n vi\u00ean v\u00e0 n\u00e2ng t\u1ea7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n<p>\u0110\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n v\u1ec1 gi\u1ea3i ph\u00e1p \u0111o l\u01b0\u1eddng ti\u00eau ch\u00ed tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, qu\u00fd doanh nghi\u1ec7p vui l\u00f2ng \u0111\u1ec3 l\u1ea1i th\u00f4ng tin li\u00ean h\u1ec7<a href=\"https:\/\/emandai.net\/lien-he-em-and-ai\/\" target=\"_blank\" rel=\"noopener noreferrer\"><em><strong> t\u1ea1i \u0111\u00e2y<\/strong><\/em><\/a> EM&amp;AI s\u1ebd li\u00ean h\u1ec7 &amp; t\u01b0 v\u1ea5n!<\/p>\n<p><a role=\"button\" href=\"https:\/\/emandai.net\/lien-he-em-and-ai\/\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\nLI\u00caN H\u1ec6 T\u01af V\u1ea4N<br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac (Emotional Intelligence &#8211; EI) \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong n\u00e2ng&#8230;<\/p>\n","protected":false},"author":2,"featured_media":1523,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[116,352],"tags":[403,405],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1522"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=1522"}],"version-history":[{"count":12,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1522\/revisions"}],"predecessor-version":[{"id":1541,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1522\/revisions\/1541"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/1523"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=1522"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=1522"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=1522"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}