{"id":3925,"date":"2023-03-21T07:59:33","date_gmt":"2023-03-21T07:59:33","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=3925"},"modified":"2023-03-21T08:03:16","modified_gmt":"2023-03-21T08:03:16","slug":"gia-tang-muc-do-hai-long-dong-thoi-giam-chi-phi-van-hanh-trong-cac-trung-tam-cuoc-goi","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/gia-tang-muc-do-hai-long-dong-thoi-giam-chi-phi-van-hanh-trong-cac-trung-tam-cuoc-goi\/","title":{"rendered":"Gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng \u0111\u1ed3ng th\u1eddi gi\u1ea3m chi ph\u00ed v\u1eadn h\u00e0nh trong c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong m\u1ed7i cu\u1ed9c g\u1ecdi kh\u00f4ng ph\u1ea3i l\u00e0 \u0111i\u1ec1u d\u1ec5 d\u00e0ng. B\u1edfi nh\u1eefng t\u00e1c \u0111\u1ed9ng nh\u01b0: th\u1eddi gian ch\u1edd qu\u00e1 l\u00e2u do s\u1ed1 l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi l\u1edbn ho\u1eb7c t\u1ef7 l\u1ec7 c\u0103ng th\u1eb3ng c\u1ee7a kh\u00e1ch h\u00e0ng n\u1eb1m \u1edf m\u1ee9c \u0111\u1ed9 cao.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nh\u1eefng \u1ee9ng d\u1ee5ng c\u1ee7a \u0111\u00e0m tho\u1ea1i b\u1eb1ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o ra \u0111\u1eddi th\u00f4ng qua t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u1ec1 xu\u1ea5t. Gi\u00fap h\u1ed7 tr\u1ee3 gi\u00fap c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi x\u1eed l\u00fd c\u00e1c t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng nh\u1ea5t, \u0111\u1ed3ng th\u1eddi gi\u1ea3m c\u00e1c chi ph\u00ed d\u1ecbch v\u1ee5 ph\u00e1t sinh. V\u1eady c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi \u0111ang l\u00e0m g\u00ec \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, h\u00e3y c\u00f9ng EM&amp;AI t\u00ecm hi\u1ec3u th\u00f4ng qua b\u00e0i chia s\u1ebb d\u01b0\u1edbi \u0111\u00e2y.\u00a0<\/span><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#4_chi_so_quan_trong_cua_Call_Center_de_cai_thien_su_hai_long_cua_khach_hang\"><span class=\"toc_number toc_depth_1\">1<\/span> 4 ch\u1ec9 s\u1ed1 quan tr\u1ecdng c\u1ee7a Call Center \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><ul><li><a href=\"#Ty_le_lien_he_lan_dau_tien_FCR\"><span class=\"toc_number toc_depth_2\">1.1<\/span> T\u1ef7 l\u1ec7 li\u00ean h\u1ec7 l\u1ea7n \u0111\u1ea7u ti\u00ean (FCR)<\/a><\/li><li><a href=\"#Ty_le_huy_cuoc_goi\"><span class=\"toc_number toc_depth_2\">1.2<\/span> T\u1ef7 l\u1ec7 h\u1ee7y cu\u1ed9c g\u1ecdi<\/a><\/li><li><a href=\"#Ty_suat_su_dung\"><span class=\"toc_number toc_depth_2\">1.3<\/span> T\u1ef7 su\u1ea5t s\u1eed d\u1ee5ng\u00a0<\/a><\/li><li><a href=\"#Muc_do_hai_long_cua_khach_hang_Diem_CSAT\"><span class=\"toc_number toc_depth_2\">1.4<\/span> M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (\u0110i\u1ec3m CSAT)<\/a><\/li><\/ul><\/li><li><a href=\"#Gia_tang_muc_do_hai_long_giup_dat_ty_le_ROI_cao_nhat\"><span class=\"toc_number toc_depth_1\">2<\/span> Gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng gi\u00fap \u0111\u1ea1t t\u1ef7 l\u1ec7 ROI cao nh\u1ea5t<\/a><\/li><li><a href=\"#Tri_tue_nhan_tao_anh_huong_den_su_hai_long_cua_khach_hang_nhu_the_nao\"><span class=\"toc_number toc_depth_1\">3<\/span> Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o<\/a><\/li><li><a href=\"#Cach_gia_tang_muc_do_hai_long_khach_hang_cho_Trung_tam_cuoc_goi\"><span class=\"toc_number toc_depth_1\">4<\/span> C\u00e1ch gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng cho Trung t\u00e2m cu\u1ed9c g\u1ecdi<\/a><\/li><li><a href=\"#AI_dam_thoai_giup_cac_doanh_nghiep_dat_duoc_CSAT_tot_hon_nhu_the_nao\"><span class=\"toc_number toc_depth_1\">5<\/span> AI \u0111\u00e0m tho\u1ea1i gi\u00fap c\u00e1c doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c CSAT t\u1ed1t h\u01a1n nh\u01b0 th\u1ebf n\u00e0o<\/a><\/li><\/ul><\/div>\n<h2><span id=\"4_chi_so_quan_trong_cua_Call_Center_de_cai_thien_su_hai_long_cua_khach_hang\"><span style=\"color: #000080;\"><strong>4 ch\u1ec9 s\u1ed1 quan tr\u1ecdng c\u1ee7a Call Center \u0111\u1ec3 c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/span><\/span><\/h2>\n<h3><span id=\"Ty_le_lien_he_lan_dau_tien_FCR\"><span style=\"color: #0000ff;\">T\u1ef7 l\u1ec7 li\u00ean h\u1ec7 l\u1ea7n \u0111\u1ea7u ti\u00ean (FCR)<\/span><\/span><\/h3>\n<p>FCR l\u00e0 s\u1ed1 li\u1ec7u cho bi\u1ebft s\u1ed1 l\u01b0\u1ee3ng ho\u1eb7c t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng \u0111\u00e3 \u0111\u01b0\u1ee3c trung t\u00e2m cu\u1ed9c g\u1ecdi v\u00e0 nh\u00f3m h\u1ed7 tr\u1ee3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 trong l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7u ti\u00ean. FCR cao h\u01a1n ch\u1ec9 ra r\u1eb1ng trung t\u00e2m cu\u1ed9c g\u1ecdi c\u1ee7a b\u1ea1n hi\u1ec7u qu\u1ea3 h\u01a1n trong vi\u1ec7c gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng. M\u1ed9t y\u1ebfu t\u1ed1 ch\u00ednh kh\u00e1c m\u00e0 FCR gi\u00fap ch\u1ec9 ra l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi b\u1ea1n nhi\u1ec1u l\u1ea7n \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/homebusinessmag.com\/wp-content\/uploads\/2020\/08\/Depositphotos_388907442_s-2019-e1596470207882.jpg\" alt=\"Defining the Business Objectives of the Customer Call Center\" \/><\/p>\n<p>\u0110\u1ec3 gia t\u0103ng FCR, b\u1ea1n c\u1ea7n ph\u1ea3i l\u00e0m vi\u1ec7c tr\u00ean m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 nh\u01b0 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean. H\u01a1n n\u1eefa, nh\u1eefng n\u1ed7 l\u1ef1c xem x\u00e9t c\u00e1c quy tr\u00ecnh c\u1ee7a trung t\u00e2m cu\u1ed9c g\u1ecdi c\u0169ng h\u1ebft s\u1ee9c c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 r\u00f5 r\u00e0ng &amp; nh\u1ea5t qu\u00e1n.<\/p>\n<h3><span id=\"Ty_le_huy_cuoc_goi\"><span style=\"color: #0000ff;\">T\u1ef7 l\u1ec7 h\u1ee7y cu\u1ed9c g\u1ecdi<\/span><\/span><\/h3>\n<p>T\u1ef7 l\u1ec7 h\u1ee7y cu\u1ed9c g\u1ecdi c\u0169ng r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi. Th\u00f4ng th\u01b0\u1eddng n\u1ebfu th\u1eddi gian ch\u1edd \u0111\u1ec3 n\u1ed1i m\u00e1y v\u1edbi t\u1ed5ng \u0111\u00e0i vi\u00ean qu\u00e1 l\u00e2u d\u1eabn \u0111\u1ebfn t\u1ef7 l\u1ec7 h\u1ee7y cao. Do \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c cu\u1ed9c g\u1ecdi m\u00e0 nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c c\u00f3 t\u1ef7 l\u1ec7 t\u1eeb b\u1ecf \u00edt nh\u1ea5t. \u0110\u1ed1i v\u1edbi \u0111i\u1ec1u n\u00e0y, c\u1ea7n ph\u1ea3i l\u00e0m vi\u1ec7c d\u1ef1a tr\u00ean nhi\u1ec1u y\u1ebfu t\u1ed1. Ch\u1eb3ng h\u1ea1n nh\u01b0 v\u1ea1ch k\u1ebf ho\u1ea1ch \u0111\u00e0o t\u1ea1o c\u00e1ch l\u00e0m vi\u1ec7c v\u1edbi t\u1ed5ng \u0111\u00e0i vi\u00ean t\u1ed1t h\u01a1n. Li\u00ean t\u1ee5c th\u1ef1c h\u00e0nh ph\u01b0\u01a1ng ph\u00e1p g\u1ecdi l\u1ea1i \u0111\u1ec3 gi\u1ea3m t\u1ef7 l\u1ec7 b\u1ecf qua v\u00ec kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng ph\u1ea3i \u0111\u1ee3i l\u00e2u h\u01a1n.<\/p>\n<h3><span id=\"Ty_suat_su_dung\"><span style=\"color: #0000ff;\"><strong>T\u1ef7 su\u1ea5t s\u1eed d\u1ee5ng\u00a0<\/strong><\/span><\/span><\/h3>\n<p>\u0110\u00e2y l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 cho bi\u1ebft l\u01b0\u1ee3ng th\u1eddi gian m\u00e0 t\u1ed5ng \u0111\u00e0i vi\u00ean c\u1ee7a b\u1ea1n d\u00e0nh cho c\u00e1c cu\u1ed9c g\u1ecdi. C\u0169ng nh\u01b0 vi\u1ec7c th\u1ef1c hi\u1ec7n c\u00e1c c\u00f4ng vi\u1ec7c li\u00ean quan \u0111\u1ebfn cu\u1ed9c g\u1ecdi nh\u01b0 th\u1ebf n\u00e0o. \u0110\u1ed1i v\u1edbi m\u1ecdi trung t\u00e2m cu\u1ed9c g\u1ecdi, t\u1ef7 xu\u1ea5t s\u1eed d\u1ee5ng cu\u1ed9c g\u1ecdi c\u00e0ng t\u1ed1i \u01b0u khi s\u1ebd \u0111\u1ea1t hi\u1ec7u qu\u1ea3 trung t\u00e2m t\u1ed5ng \u0111\u00e0i t\u1ed1t.<\/p>\n<p>Nh\u1eb1m duy tr\u00ec t\u1ef7 su\u1ea5t s\u1eed d\u1ee5ng c\u1ea7n c\u00e2n nh\u1eafc c\u00e1c y\u1ebfu t\u1ed1. \u0110\u1ea7u ti\u00ean, doanh nghi\u1ec7p n\u00ean h\u1ea1n ch\u1ebf s\u1eed d\u1ee5ng qu\u00e1 nhi\u1ec1u nh\u00e2n vi\u00ean trong trung t\u00e2m cu\u1ed9c g\u1ecdi c\u1ee7a m\u00ecnh. \u0110i\u1ec1u n\u00e0y l\u00e0 do vi\u1ec7c s\u1eed d\u1ee5ng qu\u00e1 nhi\u1ec1u nh\u00e2n vi\u00ean khi\u1ebfn ph\u1ea7n l\u1edbn c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean kh\u00f4ng ho\u1ea1t \u0111\u1ed9ng n\u1ebfu kh\u1ed1i l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi kh\u00f4ng qu\u00e1 nhi\u1ec1u . Ti\u1ebfp theo, c\u1ea7n \u0111\u1ea3m b\u1ea3o r\u1eb1ng trong th\u1eddi gian kh\u00f4ng nh\u1eadn c\u00e1c cu\u1ed9c g\u1ecdi; nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n s\u1ebd tham gia v\u00e0 t\u1eadp trung v\u00e0o c\u00e1c nhi\u1ec7m v\u1ee5 kh\u00e1c \u0111\u1ec3 h\u1ecd duy tr\u00ec n\u0103ng su\u1ea5t l\u00e0m vi\u1ec7c.<\/p>\n<h3><span id=\"Muc_do_hai_long_cua_khach_hang_Diem_CSAT\"><span style=\"color: #0000ff;\"><strong>M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (\u0110i\u1ec3m CSAT)<\/strong><\/span><\/span><\/h3>\n<p>\u0110i\u1ec3m CSAT gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00e0 nh\u00f3m c\u1ee7a b\u1ea1n cung c\u1ea5p cho kh\u00e1ch h\u00e0ng. \u0110\u01b0\u1ee3c \u0111o l\u01b0\u1eddng th\u00f4ng qua kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 b\u1ea3ng c\u00e2u h\u1ecfi sau khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Khi b\u1ea1n thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, so s\u00e1nh v\u00e0 \u0111\u1ed1i chi\u1ebfu nh\u1eefng xu h\u01b0\u1edbng n\u00e0o m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u1ea1t t\u1ef7 l\u1ec7 h\u00e0i l\u00f2ng cao v\u00e0 th\u1ea5p. Sau \u0111\u00f3, ph\u1ea7n lo\u1ea1i \u0111\u1ec3 ti\u1ebfn h\u00e0nh \u0111\u1ea9y m\u1ea1nh nh\u1eefng \u01b0u \u0111i\u1ec3m v\u00e0 gi\u1ea3m t\u1ed1i \u0111a nh\u1eefng nh\u01b0\u1ee3c \u0111i\u1ec3m. V\u00e0 cu\u1ed1i c\u00f9ng, b\u1ea1n c\u1ea7n khuy\u1ebfn kh\u00edch c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u1ec3 vi\u1ec7c ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng di\u1ec5n ra su\u00f4n s\u1ebb nh\u1ea5t.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/stonly.com\/blog\/content\/images\/2020\/12\/8-Initiatives-to-Increase-Your-CSAT-header.png\" alt=\"8 Ways to Increase Your CSAT Score\" width=\"875\" height=\"538\" \/><\/p>\n<blockquote><p>Xem th\u00eam: <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/emandai.net\/blog\/nhung-loi-ich-callbot-mang-lai-cho-doanh-nghiep-va-khach-hang\/\"><em>Nh\u1eefng l\u1ee3i \u00edch Callbot mang l\u1ea1i cho doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng<\/em><\/a>\u00a0<\/span><\/p><\/blockquote>\n<h2><span id=\"Gia_tang_muc_do_hai_long_giup_dat_ty_le_ROI_cao_nhat\"><span style=\"color: #000080;\"><b>Gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng gi\u00fap \u0111\u1ea1t t\u1ef7 l\u1ec7 ROI cao nh\u1ea5t<\/b><\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0110\u00e3 bao l\u1ea7n kh\u00e1ch h\u00e0ng g\u1ecdi \u0111i\u1ec7n ho\u1eb7c nh\u1eafn tin \u0111\u1ebfn m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u00e0 c\u1ea3m th\u1ea5y th\u1ea5t v\u1ecdng v\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">S\u1edf d\u0129 v\u00ec ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 k\u1ef3 v\u1ecdng r\u1ea5t cao khi n\u00f3i \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u trong su\u1ed1t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1eeb l\u00fac t\u00ecm hi\u1ec3u s\u1ea3n ph\u1ea9m \u0111\u1ebfn khi ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng. V\u00e0 theo th\u1ed1ng k\u00ea, k\u1ef3 v\u1ecdng \u0111\u00f3 m\u1ed7i n\u0103m s\u1ebd c\u00e0ng t\u0103ng d\u1ea7n theo th\u1eddi gian.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/mona.media\/wp-content\/uploads\/2021\/12\/roi-la-gi.png\" alt=\"ROI l\u00e0 g\u00ec? H\u01b0\u1edbng d\u1eabn c\u00e1ch t\u00ednh ROI trong marketing chu\u1ea9n nh\u1ea5t\" width=\"819\" height=\"343\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u0110\u1ed1i v\u1edbi nhi\u1ec1u kh\u00e1ch h\u00e0ng, vi\u1ec7c ph\u1ea3i tr\u1ea3i qua m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7 l\u00e0 \u0111\u1ee7 \u0111\u1ec3 h\u1ecd thay \u0111\u1ed5i sang th\u01b0\u01a1ng hi\u1ec7u kh\u00e1c. Theo nghi\u00ean c\u1ee9u t\u1eeb Businesswire nh\u1eadn th\u1ea5y r\u1eb1ng 86% ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1ebd r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u m\u00e0 h\u1ecd tin t\u01b0\u1edfng ch\u1ec9 sau hai l\u1ea7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m. \u0110i\u1ec1u n\u00e0y t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi vi\u1ec7c doanh nghi\u1ec7p ph\u1ea3i b\u1ecf ra chi ph\u00ed cao nh\u01b0ng \u0111\u1ed5i l\u1ea5y l\u1ea1i l\u00e0 vi\u1ec7c kh\u00e1ch h\u00e0ng l\u1ea1i r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ng\u01b0\u1ee3c l\u1ea1i, tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd t\u1ea1o ra nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u l\u00e2u d\u00e0i. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean trong trung t\u00e2m cu\u1ed9c g\u1ecdi ph\u1ea3i \u0111\u1eb7t y\u1ebfu t\u1ed1 kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u v\u00e0 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 t\u1ea1i m\u1ecdi \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<blockquote><p>Xem th\u00eam:<span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/emandai.net\/blog\/thay-the-mo-hinh-call-center-ao-cho-doanh-nghiep\/\">Doanh nghi\u1ec7p thay th\u1ebf Call Center \u1ea3o<\/a><\/span><\/p><\/blockquote>\n<h2><span id=\"Tri_tue_nhan_tao_anh_huong_den_su_hai_long_cua_khach_hang_nhu_the_nao\"><span style=\"color: #000080;\"><b>Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o<\/b><\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Khi \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng cho tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u00e0m tho\u1ea1i s\u1eed d\u1ee5ng m\u00e1y h\u1ecdc v\u00e0 tr\u00ed th\u00f4ng minh \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c nhi\u1ec1u \u00fd \u0111\u1ecbnh kh\u00e1c nhau c\u1ee7a con ng\u01b0\u1eddi. \u0110\u1ed3ng th\u1eddi t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ecd \u1edf m\u1ee9c \u0111\u1ed9 \u0111\u00e0m tho\u1ea1i m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi d\u1ecbch v\u1ee5 AI \u0111\u00e3 th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00ec n\u00f3 cho ph\u00e9p nh\u00e2n vi\u00ean g\u1eafn k\u1ebft v\u00e0 \u0111\u1ed3ng c\u1ea3m h\u01a1n v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/subiz.com.vn\/blog\/wp-content\/uploads\/2023\/01\/subiz-ai-la-gi-uu-va-nhuoc-diem-cua-tri-tue-nhan-tao-ai.jpg\" alt=\"AI l\u00e0 g\u00ec ? \u01afu v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o AI ?\" width=\"626\" height=\"367\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Th\u00eam v\u00e0o \u0111\u00f3, nh\u1eefng nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c AI h\u1ed7 tr\u1ee3 c\u00f3 hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c t\u1ed1t h\u01a1n v\u00e0 \u00edt c\u00f3 kh\u1ea3 n\u0103ng thay \u0111\u1ed5i c\u00f4ng vi\u1ec7c h\u01a1n. T\u1eeb \u0111\u00f3 h\u1ed7 tr\u1ee3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c. Nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng cao c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c h\u01a1n; t\u1ea1o ra s\u1ef1 kh\u00edch l\u1ec7 r\u1ea5t l\u1edbn cho nh\u00e2n vi\u00ean c\u00f3 \u0111\u1ed9ng l\u1ef1c l\u00e0m vi\u1ec7c hi\u1ec7u qu\u1ea3.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"Cach_gia_tang_muc_do_hai_long_khach_hang_cho_Trung_tam_cuoc_goi\"><span style=\"color: #000080;\"><b>C\u00e1ch gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng cho Trung t\u00e2m cu\u1ed9c g\u1ecdi<\/b><\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">M\u1ed9t trong nh\u1eefng c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c \u0111i\u1ec3m kh\u00f3 kh\u0103n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed3ng th\u1eddi c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean l\u00e0 s\u1eed d\u1ee5ng tr\u1ee3 l\u00fd \u1ea3o t\u1ef1 \u0111\u1ed9ng h\u00f3a.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh \u0111\u00f3ng vai tr\u00f2 l\u00e0 \u0111\u1ea1i di\u1ec7n kh\u00e1ch h\u00e0ng tuy\u1ebfn \u0111\u1ea7u. \u0110\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac \u0111\u1ea7u ti\u00ean m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi c\u00f4ng ty l\u00e0 t\u00edch c\u1ef1c v\u00e0 nh\u1ea5t qu\u00e1n. Mang \u0111\u1ebfn c\u01a1 h\u1ed9i t\u1ef1 \u0111\u1ed9ng h\u00f3a t\u1edbi 60% t\u01b0\u01a1ng t\u00e1c v\u1edbi \u0111\u1ea1i l\u00fd tr\u1ef1c ti\u1ebfp; cho ph\u00e9p h\u1ecd d\u00e0nh nhi\u1ec1u th\u1eddi gian h\u01a1n \u0111\u1ec3 t\u1eadp trung v\u00e0o nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ea7n nh\u1ea5t.<\/span><\/p>\n<h2><span id=\"AI_dam_thoai_giup_cac_doanh_nghiep_dat_duoc_CSAT_tot_hon_nhu_the_nao\"><span style=\"color: #000080;\"><b>AI \u0111\u00e0m tho\u1ea1i gi\u00fap c\u00e1c doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c CSAT t\u1ed1t h\u01a1n nh\u01b0 th\u1ebf n\u00e0o<\/b><\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Trong m\u1ed9t nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y, m\u1ed9t nh\u00e0 l\u00e3nh \u0111\u1ea1o ng\u00e2n h\u00e0ng \u0111a qu\u1ed1c gia \u0111\u00e3 tri\u1ec3n khai Tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh trong quy tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng. B\u1ea5t ng\u1edd khi \u0111i\u1ec3m CSAT c\u1ee7a h\u1ecd t\u0103ng 25% trong khi ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c h\u01a1n 9 tri\u1ec7u \u0111\u00f4 la chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng!<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/cdn.vietnambiz.vn\/2019\/8\/28\/gartner-corporate-finance-tech-adoption-1567004497307825291807.jpg\" alt=\"T\u00e0i ch\u00ednh doanh nghi\u1ec7p (Corporate Finance) l\u00e0 g\u00ec? C\u00e1c quy\u1ebft \u0111\u1ecbnh t\u00e0i ch\u00ednh doanh nghi\u1ec7p\" width=\"773\" height=\"393\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Ng\u00e2n h\u00e0ng l\u1edbn c\u1ee7a Hoa K\u1ef3 ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi m\u1ed9t v\u1ea5n \u0111\u1ec1 l\u1edbn. Trung t\u00e2m li\u00ean l\u1ea1c c\u1ee7a h\u1ecd \u0111\u00e3 qu\u00e1 t\u1ea3i v\u1edbi c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u1ebb b\u1ecb m\u1ea5t. H\u1ecd c\u1ea7n ph\u1ea3i th\u1ef1c hi\u1ec7n vi\u1ec7c chuy\u1ec3n s\u1ed1 d\u01b0 gi\u1eefa c\u00e1c c\u00f4ng ty th\u1ebb t\u00edn d\u1ee5ng v\u00e0 sao k\u00ea t\u00e0i kho\u1ea3n cho c\u00e1c kho\u1ea3n vay. Tr\u1ee3 l\u00fd \u1ea3o \u0111\u01b0\u1ee3c cho l\u00e0 h\u1ed7 tr\u1ee3 c\u00e1c y\u00eau c\u1ea7u. \u0110\u1ed3ng th\u1eddi \u0111\u1ea3m b\u1ea3o vi\u1ec7c h\u1ed7 tr\u1ee3 kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c c\u1ee7a c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u01b0\u1ee3c duy tr\u00ec hi\u1ec7u qu\u1ea3.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">K\u1ebft qu\u1ea3 nh\u1eadn \u0111\u01b0\u1ee3c l\u00e0 h\u01a1n 52% cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c x\u1eed l\u00fd b\u1edfi tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh. Trong v\u00f2ng ch\u1ec9 hai n\u0103m, ng\u00e2n h\u00e0ng l\u1edbn c\u1ee7a Hoa K\u1ef3 n\u00e0y \u0111\u00e3 gi\u1ea3m 70% th\u1eddi gian ch\u1edd cu\u1ed9c g\u1ecdi. C\u0169ng nh\u01b0 chi ph\u00ed ho\u1ea1t \u0111\u1ed9ng \u0111\u00e3 gi\u1ea3m 9 tri\u1ec7u \u0111\u00f4 la. V\u1edbi AI \u0111\u00e0m tho\u1ea1i, c\u00e1c y\u00eau c\u1ea7u v\u00e0 giao d\u1ecbch th\u00f4ng th\u01b0\u1eddng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 nhanh h\u01a1n. Ti\u1ebft ki\u1ec7m th\u1eddi gian c\u1ee7a nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 v\u00e0 cu\u1ed1i c\u00f9ng l\u00e0 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT).<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Gia t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong m\u1ed7i cu\u1ed9c g\u1ecdi kh\u00f4ng ph\u1ea3i&#8230;<\/p>\n","protected":false},"author":2,"featured_media":3935,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[605],"tags":[],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3925"}],"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=3925"}],"version-history":[{"count":2,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3925\/revisions"}],"predecessor-version":[{"id":3933,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/3925\/revisions\/3933"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/3935"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=3925"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=3925"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=3925"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}