{"id":321711,"date":"2026-03-16T18:59:48","date_gmt":"2026-03-16T16:59:48","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%e5%88%86%e6%9e%90%e5%84%80%e8%a1%a8%e6%9d%bf\/"},"modified":"2026-04-04T23:36:28","modified_gmt":"2026-04-04T21:36:28","slug":"%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%e5%88%86%e6%9e%90%e5%84%80%e8%a1%a8%e6%9d%bf","status":"publish","type":"post","link":"https:\/\/www.cloudtalk.io\/zh-hant\/blog\/%E5%AE%A2%E6%9C%8D%E4%B8%AD%E5%BF%83%E5%88%86%E6%9E%90%E5%84%80%E8%A1%A8%E6%9D%BF\/","title":{"rendered":"\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\uff1a\u662f\u4ec0\u9ebc\u4ee5\u53ca\u5982\u4f55\u4f7f\u7528\u5b83"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><h1 class=\"wp-block-heading\">\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\uff1a\u5b83\u662f\u4ec0\u9ebc\u4ee5\u53ca\u5982\u4f55\u4f7f\u7528<\/h1>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\" href=\"https:\/\/www.cloudtalk.io\/zh-hant\/%E5%AE%89%E6%8E%92%E6%BC%94%E7%A4%BA\/\" style=\"border-radius:3px\">\u806f\u7e6b\u92b7\u552e\u5718\u968a<\/a><\/div>\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\" href=\"https:\/\/www.cloudtalk.io\/zh-hant\/cloudtalk-14-%E5%A4%A9%E5%85%8D%E8%B2%BB%E8%A9%A6%E7%94%A8\/\" style=\"border-radius:3px\">\u514d\u8cbb\u8a66\u7528<\/a><\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2024\/06\/blog-illustration-3.svg\" alt=\"\" class=\"wp-image-220620\"\/><\/figure>\n<\/div>\n\n<p class=\"has-medium-font-size wp-block-paragraph\">\u6578\u64da\u662f\u6bcf\u500b\u73fe\u4ee3\u5ba2\u670d\u4e2d\u5fc3\u7684\u5f15\u64ce\u3002\u6c92\u6709\u5b83\uff0c\u60a8\u7684\u5718\u968a\u5c31\u50cf\u5728\u76f2\u76ee\u98db\u884c\u3002<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f<\/strong>\u80fd\u8b93\u6578\u64da\u6d3b\u8d77\u4f86\u2014\u5c07\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u8f49\u5316\u70ba\u6e05\u6670\u3001\u5373\u6642\u7684\u53ef\u8996\u5316\u5716\u8868\uff0c\u8b93\u60a8\u7684\u5718\u968a\u5f97\u4ee5\u63a1\u53d6\u884c\u52d5\u3002\u7121\u8ad6\u662f\u6539\u5584\u56de\u61c9\u6642\u9593\u3001\u8ffd\u8e64\u5ba2\u670d\u5c08\u54e1\u751f\u7522\u529b\uff0c\u9084\u662f\u512a\u5316\u901a\u8a71\u6d41\u7a0b\uff0c\u5100\u8868\u677f\u90fd\u80fd\u8b93\u60a8\u8f15\u9b06\u767c\u73fe\u54ea\u4e9b\u6709\u6548\uff0c\u54ea\u4e9b\u7121\u6548\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u4e8b\u5be6\u4e0a\uff0c<strong>79% \u7684\u4f01\u696d\u8868\u793a\u6578\u64da\u9a45\u52d5\u7684\u6c7a\u7b56\u662f\u63a8\u52d5\u696d\u52d9\u6210\u9577\u7684\u95dc\u9375<\/strong>\u00b9\u3002\u56e0\u6b64\uff0c\u5982\u679c\u60a8\u9084\u5728\u57cb\u982d\u8655\u7406\u8a66\u7b97\u8868\uff0c\u6216\u8005\u66f4\u7cdf\u7684\u662f\uff0c\u7d14\u7cb9\u9760\u731c\u6e2c\uff0c\u90a3\u9ebc\u60a8\u5c31\u932f\u5931\u4e86\u5bf6\u8cb4\u7684\u50f9\u503c\u3002<\/p>\n\n\n<div class=\"wp-block-cloudtalk-summary\"><div class=\"summary-block summary-block--sm\"><p class=\"wp-block-paragraph\"><strong>\u91cd\u9ede\u6458\u8981<\/strong><\/p>\n\n<div class=\"wp-block-cloudtalk-list wp-block-cloudtalk-list--md wp-block-cloudtalk-list--bulleted\"><div class=\"list-block list-block--md list-block--bulleted\"><ul class=\"list-block__list\">        <li class=\"list-block__item\">\n                            <span class=\"list-block__bullet\"><\/span>\n                        <div class=\"list-block__content\">\n                                <div class=\"list-block__content-inner\">\n                    \u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u63d0\u4f9b\u5718\u968a\u548c\u71df\u904b\u7e3e\u6548\u7684\u5373\u6642\u6d1e\u5bdf\u3002                <\/div>\n                                            <\/div>\n        <\/li>\n        <li class=\"list-block__item\">\n                            <span class=\"list-block__bullet\"><\/span>\n                        <div class=\"list-block__content\">\n                                <div class=\"list-block__content-inner\">\n                    \u8ffd\u8e64\u6b63\u78ba\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u80fd\u986f\u8457\u63d0\u5347\u670d\u52d9\u54c1\u8cea\u548c\u5ba2\u670d\u5c08\u54e1\u751f\u7522\u529b\u3002                <\/div>\n                                            <\/div>\n        <\/li>\n        <li class=\"list-block__item\">\n                            <span class=\"list-block__bullet\"><\/span>\n                        <div class=\"list-block__content\">\n                                <div class=\"list-block__content-inner\">\n                    \u5100\u8868\u677f\u7c21\u5316\u4e86\u6c7a\u7b56\u8005\u548c\u5718\u968a\u4e3b\u7ba1\u5206\u6790\u5ba2\u670d\u4e2d\u5fc3\u6578\u64da\u7684\u904e\u7a0b\u3002                <\/div>\n                                            <\/div>\n        <\/li>\n        <li class=\"list-block__item\">\n                            <span class=\"list-block__bullet\"><\/span>\n                        <div class=\"list-block__content\">\n                                <div class=\"list-block__content-inner\">\n                    CloudTalk \u7684\u5100\u8868\u677f\u6613\u65bc\u6574\u5408\uff0c\u5c08\u70ba\u898f\u6a21\u5316\u5718\u968a\u6253\u9020\u3002                <\/div>\n                                            <\/div>\n        <\/li>\n<\/ul><\/div><\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">\u4ec0\u9ebc\u662f\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\uff1f<\/h2>\n\n<p class=\"wp-block-paragraph\"><strong>\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f<\/strong>\u662f\u4e00\u500b\u8996\u89ba\u5316\u5831\u544a\u5de5\u5177\uff0c\u8b93\u5718\u968a\u80fd\u6d1e\u5bdf\u5373\u6642\u548c\u6b77\u53f2\u6578\u64da\u3002\u60a8\u53ef\u4ee5\u5c07\u5176\u8996\u70ba\u806f\u7d61\u4e2d\u5fc3\u7684\u63a7\u5236\u9762\u677f\u2014\u96c6\u4e2d\u6578\u64da\u3001\u63ed\u793a\u6a21\u5f0f\u4e26\u767c\u6398\u6539\u9032\u6a5f\u6703\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u50cf<a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/dashboard\/\">CloudTalk<\/a>\u9019\u6a23\u7684\u901a\u8a71\u8ffd\u8e64\u5100\u8868\u677f\uff0c\u80fd\u5feb\u901f\u5b58\u53d6\u901a\u8a71\u6578\u64da\uff0c\u56e0\u6b64\u60a8\u7121\u9700\u6bcf\u6b21\u60f3\u7372\u5f97\u7b54\u6848\u6642\u90fd\u624b\u52d5\u532f\u51fa\u5831\u544a\u3002\u5b83\u5011\u662f\u6709\u6548<a href=\"https:\/\/www.cloudtalk.io\/blog\/quality-assurance-call-monitoring\/\">\u5ba2\u670d\u4e2d\u5fc3\u6578\u64da\u7ba1\u7406<\/a>\u4e0d\u53ef\u6216\u7f3a\u7684\u7d44\u6210\u90e8\u5206\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u5982\u4f55\u904b\u4f5c\uff1f<\/h2>\n\n<p class=\"wp-block-paragraph\">\u73fe\u4ee3\u5ba2\u670d\u4e2d\u5fc3\u7e3e\u6548\u5100\u8868\u677f\u76f4\u63a5\u8207\u60a8\u7684\u7db2\u8def\u96fb\u8a71 (VoIP) \u6216\u96f2\u7aef\u901a\u8a71\u7cfb\u7d71\u9023\u63a5\u3002\u5b83\u5011\u5f9e\u901a\u8a71\u3001\u5ba2\u670d\u5c08\u54e1\u548c\u5de5\u4f5c\u6d41\u7a0b\u4e2d\u63d0\u53d6\u6578\u64da\uff0c\u7136\u5f8c\u81ea\u52d5\u4ee5\u5716\u8868\u3001\u8a18\u5206\u5361\u548c\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u7684\u5f62\u5f0f\u986f\u793a\u8cc7\u8a0a\u3002\u9019\u4f7f\u5f97\u767c\u73fe\u554f\u984c\u3001\u8ffd\u8e64\u6539\u9032\u4e26\u5373\u6642\u6307\u5c0e\u60a8\u7684\u5718\u968a\u8b8a\u5f97\u66f4\u52a0\u5bb9\u6613\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u662f\u7684\uff0c\u5927\u591a\u6578\u9802\u7d1a\u5e73\u53f0\u90fd\u652f\u63f4<strong>\u5373\u6642\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790<\/strong>\uff0c\u8b93\u60a8\u80fd\u5373\u6642\u8abf\u6574\u3002<\/p>\n\n<div class=\"wp-block-cloudtalk-cta-proof\"><div class=\"cta-proof-block\"><div class=\"cta-proof-block__content\"><h2 class=\"cta-proof-block__headline\">\u5373\u6642\u7372\u53d6\u6d1e\u5bdf\uff0c\u5e6b\u52a9\u60a8\u7684\u5718\u968a\u6539\u9032<\/h2><div class=\"cta-proof-block__button\"><a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/cloudtalk-14-%E5%A4%A9%E5%85%8D%E8%B2%BB%E8%A9%A6%E7%94%A8\/\" class=\"btn btn-secondary\">\u958b\u59cb\u514d\u8cbb\u8a66\u7528 <svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n            <path d=\"M4.16666 10H15.8333M15.8333 10L10.8333 5M15.8333 10L10.8333 15\" stroke=\"currentColor\" stroke-width=\"1.67\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/>\n        <\/svg><\/a><\/div><\/div><\/div><\/div>\n\n<h2 class=\"wp-block-heading\">\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u61c9\u5305\u542b\u54ea\u4e9b\u5167\u5bb9\uff1f<\/h2>\n\n<p class=\"wp-block-paragraph\">\u4e00\u500b\u5168\u9762\u7684\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u61c9\u5305\u542b\u5373\u6642\u901a\u8a71\u91cf\u3001\u5ba2\u670d\u5c08\u54e1\u7e3e\u6548\u8ffd\u8e64\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)\u3001\u4f47\u5217\u7b49\u5019\u6642\u9593\u4ee5\u53ca\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT) \u5206\u6578\u3002\u5b83\u9084\u61c9\u5177\u5099\u53ef\u81ea\u8a02\u7684\u5c0f\u5de5\u5177\uff0c\u8b93\u7ba1\u7406\u4eba\u54e1\u53ef\u4ee5\u6309\u7279\u5b9a\u5718\u968a\u6216\u5167\u5916\u64a5\u901a\u9053\u7be9\u9078\u6578\u64da\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u81f3\u5c11\uff0c\u4e00\u500b\u5b8c\u6574\u7684\u5ba2\u670d\u4e2d\u5fc3\u5831\u544a\u5100\u8868\u677f\u61c9\u5305\u542b\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u901a\u8a71\u91cf\u548c\u8da8\u52e2<\/strong><strong><br><\/strong><\/li>\n\n<li><strong>\u5ba2\u670d\u5c08\u54e1\u7e3e\u6548\u6307\u6a19<\/strong><strong><br><\/strong><\/li>\n\n<li><strong>\u5ba2\u6236\u6eff\u610f\u5ea6\u5206\u6578<\/strong><strong><br><\/strong><\/li>\n\n<li><strong>\u71df\u904b\u6548\u7387\u6d1e\u5bdf<\/strong><strong><br><\/strong><\/li>\n\n<li><strong>\u4f47\u5217\u548c\u7b49\u5019\u6642\u9593\u6578\u64da<\/strong><strong><br><\/strong><\/li>\n\n<li><strong>\u9996\u6b21\u806f\u7d61\u89e3\u6c7a\u7387<\/strong><strong><br><\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u9019\u4e9b\u6307\u6a19\u5404\u81ea\u5728\u63ed\u793a\u806f\u7d61\u4e2d\u5fc3\u5065\u5eb7\u8207\u6210\u529f\u7684\u5168\u8c8c\u4e2d\u626e\u6f14\u8457\u7368\u7279\u7684\u89d2\u8272\u3002<\/p>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"952\" height=\"790\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7.png\" alt=\"\" class=\"wp-image-299538\" srcset=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7.png 952w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-300x249.png 300w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-768x637.png 768w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-894x742.png 894w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-516x428.png 516w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-424x352.png 424w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-136x113.png 136w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image1-7-88x73.png 88w\" sizes=\"auto, (max-width: 952px) 100vw, 952px\" \/><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">\u901a\u8a71\u91cf\u548c\u8da8\u52e2<\/h3>\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.cloudtalk.io\/blog\/answering-high-call-volume\/\">\u901a\u8a71\u91cf<\/a>\u662f\u60a8\u5206\u6790\u806f\u7d61\u4e2d\u5fc3\u7e3e\u6548\u7684\u7b2c\u4e00\u9053\u9632\u7dda\u3002\u7a81\u7136\u6fc0\u589e\uff1f\u53ef\u80fd\u6709\u4e9b\u72c0\u6cc1\u3002\u4e0b\u964d\uff1f\u662f\u932f\u5931\u4e86\u901a\u8a71\u9084\u662f\u53ea\u662f\u6de1\u5b63\uff1f<\/p>\n\n<p class=\"wp-block-paragraph\">\u60a8\u7684\u5ba2\u670d\u4e2d\u5fc3\u76e3\u63a7\u5100\u8868\u677f\u61c9\u6309\u4ee5\u4e0b\u9805\u76ee\u7d30\u5206\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u6bcf\u65e5\/\u6bcf\u9031\/\u6bcf\u6708\u901a\u8a71\u7e3d\u6578<\/strong><\/li>\n\n<li><strong>\u5167\u5916\u64a5\u901a\u8a71\u8da8\u52e2<\/strong><\/li>\n\n<li><strong>\u6bcf\u65e5\u6642\u6bb5\u9ad8\u5cf0<\/strong><\/li>\n\n<li><strong>\u901a\u8a71\u985e\u578b\u7d30\u5206\uff08\u92b7\u552e\u3001\u652f\u63f4\u7b49\uff09<\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u9019\u4e9b\u6578\u64da\u80fd\u5e6b\u52a9\u60a8\u9810\u6e2c\u4eba\u529b\u9700\u6c42\u3001\u70ba\u5b63\u7bc0\u6027\u9ad8\u5cf0\u505a\u597d\u6e96\u5099\uff0c\u4e26<a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/ai-%E8%AA%9E%E9%9F%B3%E5%B0%88%E5%93%A1\/\">\u63d0\u65e9\u767c\u73fe\u554f\u984c<\/a>\u3002\u932f\u904e\u901a\u8a71\u6216\u4e2d\u65b7\u901a\u8a71\u7a81\u7136\u589e\u52a0\uff1f\u60a8\u7684\u5718\u968a\u53ef\u80fd\u8ca0\u8377\u904e\u91cd\u2014\u6216\u8005\u60a8\u7684 IVR \u53ef\u80fd\u8def\u7531\u932f\u8aa4\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u5ba2\u670d\u5c08\u54e1\u7e3e\u6548<\/h3>\n\n<p class=\"wp-block-paragraph\">\u60a8\u7684\u5ba2\u670d\u5c08\u54e1\u662f\u5ba2\u670d\u4e2d\u5fc3\u7684\u5f15\u64ce\u3002\u4e00\u500b\u597d\u7684\u5206\u6790\u5100\u8868\u677f\u61c9\u8457\u91cd\u986f\u793a\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u5e73\u5747\u901a\u8a71\u6642\u9593<\/strong><\/li>\n\n<li><strong>\u901a\u8a71\u5f8c\u8655\u7406\u6642\u9593<\/strong><\/li>\n\n<li><strong>\u9996\u6b21\u901a\u8a71\u89e3\u6c7a\u7387<\/strong><\/li>\n\n<li><strong>\u6bcf\u500b\u73ed\u6b21\u6bcf\u4f4d\u5ba2\u670d\u5c08\u54e1\u7684\u901a\u8a71\u6578<\/strong><\/li>\n\n<li><strong>\u6392\u73ed\u9075\u5b88\u7387<\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u9019\u8b93\u5718\u968a\u4e3b\u7ba1\u80fd\u66f4\u6709\u6548\u5730\u652f\u63f4\u5ba2\u670d\u5c08\u54e1\u3001\u767c\u73fe\u8868\u73fe\u512a\u7570\u8005\uff0c\u4e26\u6a19\u8a18\u9700\u8981<a href=\"https:\/\/www.cloudtalk.io\/blog\/how-to-improve-call-center-agent-performance\/\">\u8f14\u5c0e\u6216\u6d41\u7a0b\u8abf\u6574<\/a>\u7684\u9818\u57df\u3002\u60a8\u4e0d\u53ea\u662f\u5728\u7ba1\u7406\u6578\u5b57\u2014\u60a8\u9084\u5728\u652f\u63f4\u4eba\u3002\u6709\u4e86\u6b63\u78ba\u7684\u53ef\u898b\u5ea6\uff0c\u60a8\u5c31\u80fd\u5927\u898f\u6a21\u5730\u505a\u5230\u9019\u4e00\u9ede\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u5ba2\u6236\u6eff\u610f\u5ea6<\/h3>\n\n<p class=\"wp-block-paragraph\">\u9019\u662f\u6307\u6a19\u8207\u610f\u7fa9\u4ea4\u6703\u4e4b\u8655\u3002\u60a8\u7684\u5100\u8868\u677f\u61c9\u63d0\u4f9b<a href=\"https:\/\/www.cloudtalk.io\/blog\/ai-in-customer-service\/\">\u5ba2\u6236\u5be6\u969b\u611f\u53d7<\/a>\u7684\u5feb\u7167\uff0c\u4f7f\u7528\u4ee5\u4e0b\u6578\u64da\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u901a\u8a71\u5f8c\u8abf\u67e5\u7684 CSAT \u5206\u6578<\/strong><\/li>\n\n<li><strong>\u6de8\u63a8\u85a6\u503c (NPS)<\/strong><\/li>\n\n<li><strong>\u901a\u8a71\u6587\u5b57\u8a18\u9304\u7684\u60c5\u7dd2\u5206\u6790<\/strong><\/li>\n\n<li><strong>\u5ba2\u6236\u52aa\u529b\u5206\u6578 (CES)<\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u9019\u9805\u6d1e\u5bdf\u80fd\u5e6b\u52a9\u60a8\u5c07\u5f8c\u7aef\u6548\u7387\u8207\u524d\u7aef\u9ad4\u9a57\u9023\u7d50\u8d77\u4f86\u3002\u5373\u4f7f\u60a8\u7684\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT) \u5f88\u4f4e\uff0c\u5982\u679c\u60a8\u7684\u60c5\u7dd2\u5206\u6578\u537b\u4e0d\u65b7\u4e0b\u964d\uff0c\u90a3\u9ebc\u80af\u5b9a\u51fa\u4e86\u554f\u984c\u2014\u800c\u9019\u6b63\u662f\u60a8\u6703\u770b\u5230\u5b83\u7684\u5730\u65b9\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u71df\u904b\u6548\u7387<\/h3>\n\n<p class=\"wp-block-paragraph\">\u5c07\u6b64\u8996\u70ba\u60a8\u5100\u8868\u677f\u7684\u6307\u63ee\u4e2d\u5fc3\u3002\u6b64\u90e8\u5206\u61c9\u5448\u73fe\u5f71\u97ff\u6210\u672c\u548c\u7e3e\u6548\u7684\u91cd\u8981\u69d3\u687f\uff0c\u5305\u62ec\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/www.cloudtalk.io\/blog\/all-you-need-to-know-about-aht-average-handle-time\/\"><strong>\u5e73\u5747\u8655\u7406\u6642\u9593<\/strong><\/a><strong> (AHT)<\/strong><\/li>\n\n<li><strong>\u670d\u52d9\u6c34\u6e96\uff08\u4f8b\u5982\uff0c20 \u79d2\u5167\u63a5\u807d\u7684\u96fb\u8a71\u767e\u5206\u6bd4\uff09<\/strong><\/li>\n\n<li><strong>\u901a\u8a71\u653e\u68c4\u7387<\/strong><\/li>\n\n<li><strong>\u932f\u5931\u6216\u4e2d\u65b7\u7684\u901a\u8a71\u91cf<\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u9019\u6b63\u662f\u5ba2\u670d\u4e2d\u5fc3\u5831\u544a\u548c\u5206\u6790\u80fd\u5e36\u4f86\u5be6\u969b\u6295\u8cc7\u5831\u916c\u7387 (ROI) \u7684\u5730\u65b9\u3002\u7576\u9019\u4e9b\u6578\u5b57\u512a\u5316\u5f8c\uff0c\u60a8\u5c07\u7372\u5f97\u66f4\u6d41\u66a2\u7684\u71df\u904b\u3001\u66f4\u5feb\u6a02\u7684\u5ba2\u670d\u5c08\u54e1\uff0c\u4ee5\u53ca\u66f4\u5c11\u7684\u5347\u7d1a\u554f\u984c\u2014\u6240\u6709\u9019\u4e9b\u90fd\u7121\u9700\u589e\u52a0\u4eba\u624b\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u4f47\u5217\u548c\u7b49\u5019\u6642\u9593\u6307\u6a19<\/h3>\n\n<p class=\"wp-block-paragraph\">\u5f88\u5c11\u6709\u4e8b\u60c5\u6bd4\u6f2b\u9577\u7684\u7b49\u5019\u6642\u9593\u66f4\u8b93\u4f86\u96fb\u8005\u611f\u5230\u6cae\u55aa\u3002\u900f\u904e\u4f47\u5217\u548c\u7b49\u5019\u6307\u6a19\uff0c\u60a8\u53ef\u4ee5\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u67e5\u770b\u5373\u6642\u4f47\u5217\u9577\u5ea6<\/strong><\/li>\n\n<li><strong>\u76e3\u63a7\u5e73\u5747\u548c\u6700\u9577\u7b49\u5019\u6642\u9593<\/strong><\/li>\n\n<li><strong>\u8ffd\u8e64\u6bcf\u500b\u90e8\u9580\u6216\u5ba2\u670d\u5c08\u54e1\u7684\u4fdd\u7559\u6642\u9593<\/strong><\/li>\n\n<li><strong>\u8b58\u5225\u9ad8\u5cf0\u671f\u7684\u4e2d\u65b7\u9ede<\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u5982\u679c\u904b\u7528\u5f97\u7576\uff0c\u9019\u4e9b\u6d1e\u5bdf\u80fd\u5e6b\u52a9\u6e1b\u5c11\u901a\u8a71\u653e\u68c4\u7387\u4e26\u512a\u5316 IVR \u6d41\u7a0b\u3002\u60a8\u5c07\u78ba\u5207\u77e5\u9053\u5728\u54ea\u88e1\u589e\u52a0\u4eba\u624b\u6216\u8abf\u52d5\u8cc7\u6e90\u2014\u5728\u5ba2\u6236\u639b\u65b7\u96fb\u8a71\u4e4b\u524d\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u9996\u6b21\u806f\u7d61\u89e3\u6c7a (FCR)<\/h3>\n\n<p class=\"wp-block-paragraph\">\u9996\u6b21\u806f\u7d61\u89e3\u6c7a (FCR) \u662f\u4e00\u9805\u975e\u5e38\u91cd\u8981\u7684\u6307\u6a19\uff1a\u4e00\u6b21\u901a\u8a71\uff0c\u4e00\u500b\u89e3\u6c7a\u65b9\u6848\u3002\u7576 FCR \u9ad8\u6642\uff0c\u60a8\u7684\u5718\u968a\u6548\u7387\u9ad8\uff0c\u5ba2\u6236\u6eff\u610f\u3002\u7576 FCR \u4f4e\u6642\uff0c\u60a8\u6b63\u5728\u6d6a\u8cbb\u6642\u9593\u2014\u4e5f\u5931\u53bb\u4e86\u4fe1\u4efb\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u8acb\u7559\u610f\uff1a<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u6309\u6e20\u9053\u5283\u5206\u7684 FCR \u7387\uff08\u96fb\u8a71\u3001\u804a\u5929\u3001\u96fb\u5b50\u90f5\u4ef6\uff09<\/strong><\/li>\n\n<li><strong>\u6309\u5ba2\u670d\u5c08\u54e1\u6216\u5718\u968a\u5283\u5206\u7684 FCR<\/strong><\/li>\n\n<li><strong>\u91cd\u8907\u4f86\u96fb\u8005\u5206\u6790<\/strong><\/li>\n\n<li><strong>\u672a\u89e3\u6c7a\u901a\u8a71\u7684\u4e3b\u8981\u539f\u56e0<\/strong><\/li><\/ul>\n\n\n<p class=\"wp-block-paragraph\">\u63d0\u9ad8 FCR \u901a\u5e38\u610f\u5473\u8457\u70ba\u5ba2\u670d\u5c08\u54e1\u63d0\u4f9b\u66f4\u597d\u7684\u5de5\u5177\u548c\u66f4\u6e05\u6670\u7684\u6d41\u7a0b\u3002\u4f46\u9996\u5148\uff0c\u60a8\u9700\u8981\u77e5\u9053\u554f\u984c\u51fa\u5728\u54ea\u88e1\u2014\u800c\u9019\u6b63\u662f\u667a\u6167\u5100\u8868\u677f\u767c\u63ee\u4f5c\u7528\u7684\u5730\u65b9\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u7bc4\u4f8b<\/h2>\n\n<p class=\"wp-block-paragraph\">\u9700\u8981\u9748\u611f\u55ce\uff1f\u6211\u5011\u6536\u96c6\u4e86\u4e00\u4e9b<a href=\"https:\/\/www.cloudtalk.io\/blog\/call-center-dashboard-examples\/\">\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u7bc4\u4f8b<\/a>\u4f9b\u60a8\u53c3\u8003\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">CloudTalk \u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u5100\u8868\u677f<\/h3>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"784\" height=\"641\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7.png\" alt=\"\" class=\"wp-image-299539\" srcset=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7.png 784w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7-300x245.png 300w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7-768x628.png 768w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7-523x428.png 523w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7-424x347.png 424w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7-138x113.png 138w, https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2025\/06\/image2-7-88x72.png 88w\" sizes=\"auto, (max-width: 784px) 100vw, 784px\" \/><\/figure>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p class=\"wp-block-paragraph\">\u6211\u5011\u7684\u5ba2\u670d\u4e2d\u5fc3\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u5100\u8868\u677f\u70ba\u60a8\u63d0\u4f9b\u95dc\u9375\u6307\u6a19\u7684\u5373\u6642\u53ef\u898b\u6027\u2014\u5f9e\u901a\u8a71\u91cf\u3001\u7b49\u5019\u6642\u9593\u5230\u5ba2\u670d\u5c08\u54e1\u751f\u7522\u529b\u548c CSAT \u5206\u6578\u3002\u5b83\u5b8c\u5168\u53ef\u81ea\u8a02\uff0c\u56e0\u6b64\u60a8\u53ef\u4ee5\u8ffd\u8e64\u7b26\u5408\u60a8\u76ee\u6a19\u7684\u5167\u5bb9\u2014\u7121\u8ad6\u662f\u6e1b\u5c11\u932f\u5931\u901a\u8a71\u3001\u7e2e\u77ed\u8655\u7406\u6642\u9593\uff0c\u9084\u662f\u63d0\u9ad8\u9996\u6b21\u901a\u8a71\u89e3\u6c7a\u7387\u3002<\/p>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div>\n<script src=\"https:\/\/js.storylane.io\/js\/v1\/storylane.js\"><\/script>\n<div class=\"sl-embed\" style=\"position:relative;padding-bottom:calc(50.35% + 27px);width:100%;height:0;transform:scale(1)\">\n<iframe class=\"sl-demo\" src=\"https:\/\/app.storylane.io\/demo\/xfgi4m5amgcd\" name=\"sl-embed\" allow=\"fullscreen\" allowfullscreen style=\"position:absolute;top:0;left:0;width:100%!important;height:100%!important;border:1px solid rgba(63,95,172,0.35);box-shadow: 0px 0px 18px rgba(26, 19, 72, 0.15);border-radius:10px;box-sizing:border-box;\"><\/iframe>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p class=\"wp-block-paragraph\"><strong>\u4ee5\u5ba2\u670d\u5c08\u54e1\u70ba\u4e2d\u5fc3\u7684\u5100\u8868\u677f<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">\u900f\u904e\u5c08\u70ba\u8f14\u5c0e\u800c\u975e\u50c5\u50c5\u76e3\u7763\u800c\u5efa\u7684\u5100\u8868\u677f\uff0c\u6df1\u5165\u63a2\u8a0e\u500b\u4eba\u7e3e\u6548\u3002\u8ffd\u8e64\u901a\u8a71\u6642\u9593\u3001\u901a\u8a71\u5f8c\u5de5\u4f5c\u548c\u89e3\u6c7a\u7387\u7b49\u6307\u6a19\uff0c\u4ee5\u767c\u73fe\u8f14\u5c0e\u6a5f\u6703\u3001\u734e\u52f5\u8868\u73fe\u512a\u7570\u8005\u4e26\u652f\u6301\u6301\u7e8c\u6210\u9577\u3002\u9019\u4e00\u5207\u90fd\u662f\u70ba\u4e86\u7d66\u4e88\u60a8\u7684\u5ba2\u670d\u5c08\u54e1\u6240\u9700\u6d1e\u5bdf\u4ee5\u63d0\u5347\u80fd\u529b\u3002<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>\u9ad8\u968e\u4e3b\u7ba1\u5100\u8868\u677f<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">\u6211\u5011\u7684\u7ba1\u7406\u5100\u8868\u677f\u5c08\u70ba\u7b56\u7565\u578b\u9818\u5c0e\u8005\u8a2d\u8a08\uff0c\u5c07\u8de8\u5718\u968a\u3001\u6e20\u9053\u548c\u5730\u9ede\u7684\u6578\u64da\u532f\u7e3d\u6210\u4e00\u500b\u6e05\u6670\u3001\u6613\u65bc\u7406\u89e3\u7684\u8996\u5716\u3002\u5728\u55ae\u4e00\u87a2\u5e55\u4e0a\u767c\u73fe\u8da8\u52e2\u3001\u8861\u91cf\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u7684\u9032\u5ea6\uff0c\u4e26\u505a\u51fa\u66f4\u660e\u667a\u7684\u8cc7\u6e90\u6c7a\u7b56\u3002<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>\u54c1\u8cea\u4fdd\u8b49\u548c\u5408\u898f\u5100\u8868\u677f<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">\u900f\u904e\u986f\u793a\u54c1\u8cea\u4fdd\u8b49\u548c\u5408\u898f\u6578\u64da\u7684\u5100\u8868\u677f\uff0c\u78ba\u4fdd\u4e00\u81f4\u6027\u548c\u554f\u8cac\u5236\u3002\u5728\u4e00\u500b\u5730\u65b9\u5b58\u53d6\u901a\u8a71\u9304\u97f3\u3001\u6a19\u8a18\u8173\u672c\u504f\u5dee\u3001\u76e3\u63a7\u95dc\u9375\u5b57\u4f7f\u7528\u4e26\u8ffd\u8e64\u6cd5\u898f\u9075\u5b88\u60c5\u6cc1\u2014\u975e\u5e38\u9069\u5408\u7dad\u8b77\u6a19\u6e96\u4e26\u96a8\u6642\u6e96\u5099\u7a3d\u6838\u3002<\/p>\n\n<div class=\"wp-block-cloudtalk-cta wp-block-cloudtalk-cta--white\"><div class=\"cta-block\"><div class=\"cta-block__content\"><h2 class=\"cta-block__headline\">\u4e86\u89e3\u5982\u4f55\u70ba\u60a8\u7684\u5718\u968a KPI \u81ea\u8a02\u5100\u8868\u677f<\/h2><div class=\"cta-block__button\"><a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/%E5%AE%89%E6%8E%92%E6%BC%94%E7%A4%BA\/\" class=\"btn btn-primary\">\u958b\u59cb\u793a\u7bc4 <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\" viewBox=\"0 0 16 16\" fill=\"none\" aria-hidden=\"true\"><path d=\"M3.33301 8H12.6663M12.6663 8L8.33301 3.66667M12.6663 8L8.33301 12.3333\" stroke=\"currentColor\" stroke-width=\"1.33333\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/><\/svg><\/a><\/div><\/div><\/div><\/div>\n\n<h2 class=\"wp-block-heading\">\u9078\u64c7\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u6642\u61c9\u6ce8\u610f\u7684\u95dc\u9375\u529f\u80fd<\/h2>\n\n<h3 class=\"wp-block-heading\">1. \u60a8\u61c9\u8a72\u80fd\u5920\u8ffd\u8e64<em>\u60a8<\/em>\u95dc\u5fc3\u7684\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u2014\u800c\u4e0d\u50c5\u662f\u9810\u8a2d\u6307\u6a19<\/h3>\n\n<p class=\"wp-block-paragraph\">\u60a8\u7684\u5100\u8868\u677f\u61c9\u8b93\u60a8\u80fd\u5920\u5efa\u7acb\u53cd\u6620\u5718\u968a\u5be6\u969b\u76ee\u6a19\u7684\u81ea\u8a02\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u2014\u800c\u4e0d\u50c5\u50c5\u662f\u884c\u696d\u57fa\u6e96\u3002\u5982\u679c\u60a8\u7121\u6cd5\u6839\u64da\u60a8\u7684\u5de5\u4f5c\u6d41\u7a0b\u8abf\u6574\u5100\u8868\u677f\uff0c\u90a3\u5b83\u5c31\u53ea\u662f\u4e00\u5806\u96dc\u8a0a\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">2. \u5373\u6642\u6578\u64da\u61c9\u771f\u6b63\u610f\u5473\u8457\u300c\u5373\u6642\u300d<\/h3>\n\n<p class=\"wp-block-paragraph\">\u5c0b\u627e\u4e00\u500b\u80fd\u8b93\u60a8<em>\u5373\u6642<\/em>\u770b\u5230\u6b63\u5728\u767c\u751f\u4ec0\u9ebc\u7684\u5e73\u53f0\uff0c\u9019\u6a23\u60a8\u5c31\u53ef\u4ee5\u5728\u554f\u984c\u60e1\u5316\u4e4b\u524d\u91cd\u65b0\u5206\u914d\u5ba2\u670d\u5c08\u54e1\u3001\u5347\u7d1a\u6848\u4ef6\uff0c\u6216\u767c\u73fe\u901a\u8a71\u91cf\u7684\u6fc0\u589e\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">3. \u60a8\u61c9\u80fd\u5b58\u53d6\u8ffd\u6eaf\u6578\u9031\u4ee5\u4e0a\u7684\u6b77\u53f2\u6578\u64da<\/h3>\n\n<p class=\"wp-block-paragraph\">\u4e00\u500b\u51fa\u8272\u7684\u5100\u8868\u677f\u5c07\u8b93\u60a8\u80fd\u5920\u67e5\u770b\u6578\u9031\u3001\u6578\u6708\u751a\u81f3\u6578\u5b63\u7684\u8da8\u52e2\u2014\u56e0\u6b64\u60a8\u53ef\u4ee5\u81ea\u4fe1\u5730\u8b58\u5225\u6a21\u5f0f\u3001\u8861\u91cf\u6d3b\u52d5\u6210\u679c\u4e26\u9810\u6e2c\u672a\u4f86\u9700\u6c42\u3002\u5982\u679c\u60a8\u80fd\u758a\u52a0\u591a\u500b\u6307\u6a19\u4e26\u8996\u89ba\u5316\u5b83\u5011\u4e4b\u9593\u7684\u95dc\u4fc2\uff0c\u90a3\u5c31\u66f4\u68d2\u4e86\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">4. \u5206\u4eab\u61c9\u7c21\u55ae\u5bb9\u6613\uff0c\u5373\u4f7f\u60a8\u7684\u8001\u95c6\u4e0d\u559c\u6b61\u5100\u8868\u677f<\/h3>\n\n<p class=\"wp-block-paragraph\">\u8acb\u78ba\u4fdd\u60a8\u7684\u5206\u6790\u5de5\u5177\u80fd\u8b93\u60a8\u8f15\u9b06\u5206\u4eab\u5feb\u7167\u2014\u900f\u904e\u532f\u51fa\u3001\u96fb\u5b50\u90f5\u4ef6\uff0c\u751a\u81f3\u5373\u6642\u9023\u7d50\u3002\u60a8\u9700\u8981\u8d8a\u5c11\u9ebb\u7169\u4f86\u63d0\u4f9b\u4ed6\u4eba\u6b63\u78ba\u7684\u6578\u64da\uff0c\u60a8\u7684\u5100\u8868\u677f\u5c31\u8d8a\u6709\u7528\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">5. \u7be9\u9078\u548c\u5411\u4e0b\u947d\u53d6\u529f\u80fd\u61c9\u5e6b\u52a9\u60a8<em>\u56de\u7b54<\/em>\u554f\u984c\uff0c\u800c\u4e0d\u53ea\u662f\u76ef\u8457\u6578\u5b57\u770b<\/h3>\n\n<p class=\"wp-block-paragraph\">\u60a8\u61c9\u8a72\u80fd\u5920\u6309\u5ba2\u670d\u5c08\u54e1\u3001\u6e20\u9053\u3001\u901a\u8a71\u985e\u578b\u6216\u5730\u5340\u9032\u884c\u7be9\u9078\u3002\u5411\u4e0b\u947d\u53d6\u7be9\u9078\u5668\u8b93\u60a8\u80fd\u5920\u5f9e\u300c\u767c\u751f\u4e86\u4ec0\u9ebc\uff1f\u300d\u8f49\u79fb\u5230\u300c\u70ba\u4ec0\u9ebc\u6703\u767c\u751f\uff1f\u300d\u2014\u800c\u7121\u9700\u5177\u5099\u5546\u696d\u667a\u6167 (BI) \u5b78\u4f4d\u3002<br><br>\u5100\u8868\u677f\u7684\u7528\u8655\u50c5\u9650\u65bc\u5b83\u80fd\u5e6b\u52a9\u60a8\u505a\u51fa\u7684\u6c7a\u7b56\u3002\u8981\u5c07\u539f\u59cb\u6578\u64da\u8f49\u5316\u70ba\u771f\u6b63\u7684\u5546\u696d\u50f9\u503c\uff0c\u60a8\u9700\u8981\u7684\u4e0d\u50c5\u50c5\u662f\u4e00\u500b\u7f8e\u89c0\u7684\u4f48\u5c40\u2014\u60a8\u9700\u8981\u4e00\u500b\u570d\u7e5e\u60a8\u7684\u5718\u968a\u3001\u76ee\u6a19\u548c\u71df\u904b\u800c\u5efa\u7acb\u7684\u7cfb\u7d71\u3002\u4ee5\u4e0b\u662f\u8b93\u9ad8\u6548\u80fd\u5ba2\u670d\u4e2d\u5fc3\u812b\u7a4e\u800c\u51fa\u7684\u6700\u4f73\u5be6\u8e10\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u5efa\u7acb\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u7684\u6700\u4f73\u5be6\u8e10<\/h2>\n\n<h3 class=\"wp-block-heading\">\u5ba2\u88fd\u5316<\/h3>\n\n<p class=\"wp-block-paragraph\">\u5728\u8a2d\u8a08\u60a8\u7684<strong>\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u3001\u5ba2\u670d\u9032\u7dda\u3001\u5916\u64a5\u96fb\u8a71\u3001\u6307\u6a19\u8a73\u7d30\u8cc7\u8a0a\u548c\u7248\u9762\u914d\u7f6e<\/strong>\u6642\uff0c\u5fc5\u9808\u9032\u884c\u5ba2\u88fd\u5316\uff0c\u4ee5\u9632\u6b62\u8cc7\u6599\u904e\u8f09\uff0c\u4e26\u7a81\u986f\u60a8\u7684\u5718\u968a\u6240\u9700\u7684\u78ba\u5207 KPI\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u60a8\u7684\u5100\u8868\u677f\u61c9\u914d\u5408\u5718\u968a\u904b\u4f5c\u65b9\u5f0f\uff0c\u800c\u975e\u53cd\u4e4b\u3002<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u89d2\u8272\u5c08\u5c6c\u8996\u5716\uff1a<\/strong>\u70ba\u5ba2\u670d\u4eba\u54e1\u3001\u5718\u968a\u4e3b\u7ba1\u548c\u9ad8\u968e\u4e3b\u7ba1\u91cf\u8eab\u8a02\u88fd\u7248\u9762\u914d\u7f6e\u548c KPI\u3002\u524d\u7dda\u5ba2\u670d\u4eba\u54e1\u95dc\u5fc3\u7684\u4e8b\uff0c\u9ad8\u968e\u4e3b\u7ba1\u53ef\u80fd\u4e0d\u95dc\u5fc3\u3002<\/li>\n\n<li><strong>\u81ea\u8a02\u6307\u6a19\uff1a<\/strong>\u5efa\u7acb\u4e26\u8ffd\u8e64\u53cd\u6620\u60a8\u696d\u52d9\u76ee\u6a19\u7684 KPI\uff0c\u7121\u8ad6\u662f\u901a\u8a71\u653e\u68c4\u7387\u3001\u5de5\u55ae\u89e3\u6c7a\u6642\u9593\u9084\u662f\u52a0\u8cfc\u8f49\u63db\u7387\u3002<\/li>\n\n<li><strong>\u54c1\u724c\u548c\u4e3b\u984c\uff1a<\/strong>\u65b0\u589e\u60a8\u81ea\u5df1\u7684\u914d\u8272\u65b9\u6848\u3001\u5718\u968a\u547d\u540d\u6163\u4f8b\u548c\u8996\u89ba\u63d0\u793a\uff0c\u4ee5\u6e1b\u5c11\u6df7\u6dc6\u4e26\u4f7f\u5100\u8868\u677f\u66f4\u6613\u65bc\u5c0e\u822a\u3002<\/li>\n\n<li><strong>\u5de5\u5177\u6574\u5408\uff1a<\/strong>\u5c07\u60a8\u7684\u5100\u8868\u677f\u8207 CRM\u3001\u5ba2\u670d\u670d\u52d9\u7cfb\u7d71\u548c\u5176\u4ed6\u7cfb\u7d71\u9023\u63a5\uff0c\u4ee5\u4fbf\u8ffd\u8e64\u901a\u8a71\u5982\u4f55\u5f71\u97ff\u60a8\u696d\u52d9\u7684\u5176\u4ed6\u90e8\u5206\u2014\u92b7\u552e\u3001\u652f\u63f4\u7b49\u3002<\/li><\/ul>\n\n\n<h3 class=\"wp-block-heading\">\u5373\u6642\u66f4\u65b0<\/h3>\n\n<p class=\"wp-block-paragraph\">\u5373\u6642\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u6703\u986f\u793a\u5373\u6642\u767c\u751f\u7684\u6578\u64da\uff0c\u4f8b\u5982\u9032\u884c\u4e2d\u7684\u901a\u8a71\u3001\u76ee\u524d\u7684\u7b49\u5f85\u6642\u9593\u548c\u5ba2\u670d\u4eba\u54e1\u53ef\u7528\u6027\uff0c\u4ee5\u4fbf\u7acb\u5373\u9032\u884c\u71df\u904b\u8abf\u6574\u3002\u6b77\u53f2\u5206\u6790\u6703\u8ffd\u8e64\u6578\u5929\u6216\u6578\u6708\u4ee5\u4f86\u7684\u904e\u53bb\u7e3e\u6548\uff0c\u4ee5\u5e6b\u52a9\u4e3b\u7ba1\u8b58\u5225\u9577\u671f\u8da8\u52e2\u3001\u9810\u6e2c\u4eba\u54e1\u9700\u6c42\u4e26\u8861\u91cf\u884c\u92b7\u6d3b\u52d5\u7684\u6210\u529f\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u6628\u65e5\u7684\u6578\u64da\u7121\u6cd5\u5e6b\u52a9\u60a8\u89e3\u6c7a\u4eca\u65e5\u7684\u554f\u984c\u3002<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u5373\u6642\u6578\u64da\u6d41\uff1a<\/strong>\u5373\u6642\u8ffd\u8e64\u901a\u8a71\u91cf\u5cf0\u503c\u3001\u5ba2\u670d\u4eba\u54e1\u53ef\u7528\u6027\u548c\u5ba2\u6236\u60c5\u7dd2\u2014\u2014\u662f\u5feb\u901f\u6c7a\u7b56\u548c\u53cd\u61c9\u5f0f\u652f\u63f4\u7684\u7406\u60f3\u9078\u64c7\u3002<\/li>\n\n<li><strong>\u667a\u6167\u91cd\u65b0\u6574\u7406\u9593\u9694\uff1a<\/strong>\u6839\u64da\u60a8\u7684\u9700\u6c42\u9078\u64c7\u5100\u8868\u677f\u66f4\u65b0\u983b\u7387\u3002\u60f3\u8981\u6bcf 15 \u79d2\u9032\u884c\u4e00\u6b21\u5373\u6642\u8108\u52d5\u6aa2\u67e5\uff1f\u6c92\u554f\u984c\u3002<\/li>\n\n<li><strong>\u503c\u73ed\u53ef\u898b\u6027\uff1a<\/strong>\u5373\u6642\u89c0\u5bdf\u500b\u5225\u5ba2\u670d\u4eba\u54e1\u7684\u8868\u73fe\uff0c\u4ee5\u4fbf\u5728\u901a\u8a71\u5931\u63a7\u524d\u63d0\u4f9b\u652f\u63f4\u3002<\/li><\/ul>\n\n\n<h3 class=\"wp-block-heading\">\u7be9\u9078\u8207\u947d\u53d6<\/h3>\n\n<p class=\"wp-block-paragraph\">\u6709\u6642\u5019\u8868\u9762\u6307\u6a19\u4e0d\u8db3\u4ee5\u61c9\u4ed8\u3002\u60a8\u9700\u8981\u6df1\u5165\u6316\u6398\u3002<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u9032\u968e\u7be9\u9078\uff1a<\/strong>\u6309\u65e5\u671f\u7bc4\u570d\u3001\u5718\u968a\u3001\u73ed\u6b21\u3001\u5ba2\u670d\u4eba\u54e1\u3001\u554f\u984c\u985e\u578b\u6216\u7ba1\u9053\u5206\u5272\u60a8\u7684\u6578\u64da\u2014\u2014\u7121\u8ad6\u54ea\u7a2e\u65b9\u5f0f\u90fd\u80fd\u6700\u5feb\u56de\u7b54\u60a8\u7684\u554f\u984c\u3002<\/li>\n\n<li><strong>\u591a\u5c64\u6b21\u947d\u53d6\uff1a<\/strong>\u9ede\u64ca KPI \u4ee5\u6309\u5ba2\u670d\u4eba\u54e1\u3001\u4f47\u5217\u6216\u901a\u8a71\u539f\u56e0\u9032\u884c\u5206\u89e3\u3002\u5728\u5e7e\u79d2\u9418\u5167\u5f9e\u300c\u767c\u751f\u4e86\u4ec0\u9ebc\uff1f\u300d\u5230\u300c\u70ba\u4ec0\u9ebc\u767c\u751f\uff1f\u300d\u3002<\/li>\n\n<li><strong>\u4e92\u52d5\u5f0f\u5143\u7d20\uff1a<\/strong>\u5100\u8868\u677f\u61c9\u8a72\u9f13\u52f5\u63a2\u7d22\u3002\u53ef\u9ede\u64ca\u7684\u5716\u8868\u548c\u667a\u6167\u578b\u8868\u683c\u4f7f\u8abf\u67e5\u76f4\u89c0\u4e14\u5feb\u901f\u3002<\/li><\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group note\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><p class=\"wp-block-paragraph\"><strong>\u5be6\u969b\u7bc4\u4f8b<\/strong><\/p><\/div><\/div>\n\n\n<p class=\"wp-block-paragraph\"><strong>\u7bc4\u4f8b\uff1a<\/strong>\u5982\u679c\u60a8\u767c\u73fe\u67d0\u500b\u5718\u968a\u7684\u7b49\u5f85\u6642\u9593\u98c6\u5347\uff0c\u8acb\u6df1\u5165\u5206\u6790\u4ee5\u78ba\u5b9a\u9019\u662f\u5426\u8207\u5ba2\u670d\u4eba\u54e1\u53ef\u7528\u6027\u3001\u901a\u8a71\u8907\u96dc\u5ea6\u6216\u7279\u5b9a\u7684 IVR \u8def\u5f91\u6709\u95dc\u3002<\/p><\/div><\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">\u8b66\u5831\u8207\u901a\u77e5<\/h3>\n\n<p class=\"wp-block-paragraph\">\u6700\u597d\u7684\u5100\u8868\u677f\u4e0d\u53ea\u986f\u793a\u554f\u984c\uff0c\u9084\u6703\u5373\u6642\u6a19\u8a18\u5b83\u5011\u3002<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u57fa\u65bc\u95be\u503c\u7684\u8b66\u5831\uff1a<\/strong>\u7576\u60a8\u7684\u670d\u52d9\u6c34\u6e96\u5354\u8b70 (SLA) \u9762\u81e8\u98a8\u96aa\u3001\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT) \u4e0b\u964d\u6216\u9054\u5230\u6700\u5927\u4f47\u5217\u9577\u5ea6\u6642\uff0c\u6536\u5230\u901a\u77e5\u3002<\/li>\n\n<li><strong>\u591a\u7ba1\u9053\uff1a<\/strong>\u9078\u64c7\u60a8\u6536\u5230\u8b66\u5831\u7684\u65b9\u5f0f\u2014\u2014\u96fb\u5b50\u90f5\u4ef6\u3001Slack\u3001\u7c21\u8a0a\u6216\u60a8\u7684\u4e3b\u7ba1\u63a7\u5236\u53f0\u4e2d\u7684\u61c9\u7528\u7a0b\u5f0f\u5167\u901a\u77e5\u3002<\/li>\n\n<li><strong>\u5347\u7d1a\u898f\u5247\uff1a<\/strong>\u5efa\u7acb\u8b66\u5831\u5de5\u4f5c\u6d41\u7a0b\uff0c\u4ee5\u4fbf\u5c07\u4e0d\u540c\u7684\u4e8b\u4ef6\u901a\u77e5\u7d66\u4e0d\u540c\u7684\u4eba\u3002\u4f8b\u5982\uff0c\u672a\u63a5\u4f86\u96fb\u9ad8\u5cf0\u6703\u50b3\u9001\u7d66\u5718\u968a\u4e3b\u7ba1\uff0c\u800c SLA \u9055\u898f\u5247\u6703\u5347\u7d1a\u7d66\u71df\u904b\u7d93\u7406\u3002<\/li><\/ul>\n\n\n<h3 class=\"wp-block-heading\">\u6e05\u6670\u7684\u8996\u89ba\u6548\u679c<\/h3>\n\n<p class=\"wp-block-paragraph\">\u8a2d\u8a08\u5f88\u91cd\u8981\u3002\u96dc\u4e82\u7684\u5100\u8868\u677f\u6703\u964d\u4f4e\u4eba\u5011\u7684\u5de5\u4f5c\u6548\u7387\u3002<\/p>\n\n\n<ul class=\"wp-block-list\"><li><strong>\u7c21\u7d04\u4f48\u5c40\uff1a<\/strong>\u512a\u5148\u986f\u793a\u6700\u95dc\u9375\u7684 KPI\u2014\u2014\u7576\u4e94\u500b\u5716\u8868\u5c31\u8db3\u5920\u6642\uff0c\u4e0d\u8981\u7528 20 \u500b\u5716\u8868\u8b93\u4f7f\u7528\u8005\u4e0d\u77e5\u6240\u63aa\u3002<\/li>\n\n<li><strong>\u8996\u89ba\u63d0\u793a\uff1a<\/strong>\u4f7f\u7528\u984f\u8272\u7de8\u78bc\u548c\u667a\u6167\u6a19\u7c64\u5373\u6642\u7a81\u986f\u554f\u984c\u5340\u57df\u3002<\/li>\n\n<li><strong>\u884c\u52d5\u88dd\u7f6e\u53cb\u5584\uff1a<\/strong>\u78ba\u4fdd\u5100\u8868\u677f\u5728\u5404\u7a2e\u88dd\u7f6e\u4e0a\u5747\u53ef\u5b58\u53d6\u548c\u95b1\u8b80\uff0c\u4ee5\u4fbf\u4e3b\u7ba1\u548c\u9ad8\u968e\u4e3b\u7ba1\u96a8\u6642\u96a8\u5730\u67e5\u770b\u3002<\/li><\/ul>\n\n\n<h3 class=\"wp-block-heading\">\u5982\u4f55\u5efa\u7acb\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f<\/h3>\n\n<p class=\"wp-block-paragraph\">\u8981\u5efa\u7acb\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\uff0c\u9996\u5148\u9078\u64c7\u4e00\u500b\u5177\u6709\u539f\u751f\u5206\u6790\u529f\u80fd\u7684\u96f2\u7aef\u901a\u8a71\u5e73\u53f0\u3002\u63a5\u4e0b\u4f86\uff0c\u5b9a\u7fa9\u60a8\u7684\u4e3b\u8981 KPI\uff0c\u4f7f\u7528\u76f8\u95dc\u7684\u6307\u6a19\u5c0f\u5de5\u5177\u5ba2\u88fd\u5316\u8996\u89ba\u7248\u9762\u914d\u7f6e\uff0c\u4e26\u8a2d\u5b9a\u81ea\u52d5\u8b66\u5831\u4ee5\u8655\u7406\u95dc\u9375\u95be\u503c\uff0c\u4f8b\u5982\u65b7\u7dda\u901a\u8a71\u6216 SLA \u9055\u898f\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u4f7f\u7528 CloudTalk \u8a2d\u5b9a\u60a8\u7684\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\uff0c\u6bd4\u60a8\u60f3\u50cf\u7684\u66f4\u5bb9\u6613\u3002<\/h2>\n\n<p class=\"wp-block-paragraph\">\u4ee5\u4e0b\u662f\u5165\u9580\u65b9\u6cd5\uff1a&nbsp;<\/p>\n\n\n<ol class=\"wp-block-list\"><li>\u900f\u904e\u76f4\u63a5\u767b\u5165 CloudTalk \u5100\u8868\u677f\uff0c\u7ba1\u7406\u8005\u53ef\u4ee5\u7acb\u5373\u7372\u5f97\u5373\u6642\u4f47\u5217\u5065\u5eb7\u72c0\u6cc1\u548c\u6b77\u53f2\u5718\u968a\u7e3e\u6548\u7684\u7d71\u4e00\u8996\u5716\u3002&nbsp;<\/li>\n\n<li>\u9078\u64c7\u60a8\u7684 KPI\uff1a\u6311\u9078\u5c0d\u60a8\u7684\u5718\u968a\u91cd\u8981\u7684\u6307\u6a19&nbsp;<\/li>\n\n<li>\u5ba2\u88fd\u5316\u7248\u9762\u914d\u7f6e\uff1a\u65b0\u589e\u5c0f\u5de5\u5177\u548c\u7be9\u9078\u5668\uff0c\u555f\u7528\u672a\u63a5\u4f86\u96fb\u6216\u9577\u6642\u9593\u7b49\u5f85\u7b49\u6307\u6a19\u7684\u8b66\u5831&nbsp;<\/li>\n\n<li>\u8207\u76f8\u95dc\u4eba\u54e1\u5206\u4eab\u6216\u5b89\u6392\u5831\u544a&nbsp;<\/li>\n\n<li>\u5b9a\u671f\u5be9\u67e5\u4ee5\u6700\u4f73\u5316\u5718\u968a\u548c\u5de5\u4f5c\u6d41\u7a0b&nbsp;<\/li><\/ol>\n\n\n<p class=\"wp-block-paragraph\">\u5c0d\u65bc\u66f4\u9032\u968e\u7684\u5100\u8868\u677f\uff0c\u60a8\u53ef\u4ee5\u9023\u63a5\u6574\u5408\u6216\u758a\u52a0\u5ba2\u670d\u4eba\u54e1\u5831\u544a\u3002<\/p>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><h6 class=\"wp-block-heading\">\u76f8\u95dc\u6587\u7ae0<\/h6>\n\n\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><p class=\"wp-block-paragraph\">\u76f8\u95dc<\/p><\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/dashboard\/\">CloudTalk \u5100\u8868\u677f\u7e3d\u89bd<br><\/a><\/li>\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/blog\/call-center-dashboard-examples\/\">\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u7bc4\u4f8b<br><\/a><\/li>\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/blog\/quality-assurance-call-monitoring\/\">\u54c1\u8cea\u4fdd\u8b49\u8207\u76e3\u63a7<br><\/a><\/li>\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/blog\/click-to-call-tracking\/\">\u9ede\u64ca\u901a\u8a71\u8ffd\u8e64\u6307\u5357<br><\/a><\/li>\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/blog\/call-center-voice-analytics\/\">\u5ba2\u670d\u4e2d\u5fc3\u8a9e\u97f3\u5206\u6790<br><\/a><\/li>\n\n<li><a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/%E5%91%BC%E5%8F%AB%E4%B8%AD%E5%BF%83%E5%B7%A5%E5%85%B7\/%E4%BB%A3%E7%90%86%E5%A0%B1%E5%91%8A\/\">CloudTalk \u5ba2\u670d\u4eba\u54e1\u5831\u544a<\/a><\/li><\/ul>\n<\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">\u7e3d\u7d50\uff1a\u66f4\u597d\u7684\u6578\u64da\uff0c\u66f4\u597d\u7684\u6c7a\u7b56<\/h2>\n\n<p class=\"wp-block-paragraph\">\u4e00\u500b\u8a2d\u8a08\u826f\u597d\u7684\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u4e0d\u53ea\u662f\u4e00\u500b\u5831\u544a\u5de5\u5177\uff0c\u66f4\u662f\u60a8\u7684\u524d\u7dda\u6307\u63ee\u4e2d\u5fc3\u3002\u5b83\u80fd\u5e6b\u52a9\u60a8\u767c\u73fe\u74f6\u9838\u3001\u6307\u5c0e\u5ba2\u670d\u4eba\u54e1\u3001\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\uff0c\u4e26\u6bcf\u5929\u505a\u51fa\u66f4\u660e\u667a\u7684\u6c7a\u7b56\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u9078\u64c7\u4e00\u500b\u63d0\u4f9b\u5373\u6642\u6d1e\u5bdf\u3001\u53ef\u81ea\u8a02\u6307\u6a19\u548c\u5167\u5efa\u8b66\u5831\u7684\u5e73\u53f0\uff0c\u60a8\u5c31\u80fd\u8b93\u5718\u968a\u7372\u5f97\u66f4\u5feb\u7684\u53cd\u61c9\u3001\u66f4\u597d\u7684\u6210\u679c\u548c\u9577\u671f\u6210\u9577\u3002<\/p>\n\n<p class=\"wp-block-paragraph\">\u7121\u8ad6\u60a8\u662f\u5efa\u7acb\u7b2c\u4e00\u500b\u5100\u8868\u677f\u9084\u662f\u7cbe\u9032\u73fe\u6709\u7684\u5100\u8868\u677f\uff0c\u8acb\u52d9\u5fc5\u5c08\u6ce8\u65bc\u6e05\u6670\u5ea6\u3001\u76f8\u95dc\u6027\u548c\u53ef\u64cd\u4f5c\u6027\u3002\u6b63\u78ba\u7684\u6578\u64da\uff0c\u638c\u63e1\u5728\u6b63\u78ba\u7684\u4eba\u624b\u4e2d\uff0c\u5c07\u6539\u8b8a\u4e00\u5207\u3002<\/p>\n\n<div class=\"wp-block-cloudtalk-cta wp-block-cloudtalk-cta--blue\"><div class=\"cta-block\"><div class=\"cta-block__content\"><h2 class=\"cta-block__headline\">\u8a66\u7528 CloudTalk \u5100\u8868\u677f\uff0c\u8f15\u9b06\u8a2d\u5b9a\uff0c\u5f37\u5927\u6d1e\u5bdf\uff0c\u6253\u9020\u66f4\u5f37\u5927\u7684\u5ba2\u670d\u4e2d\u5fc3\u5718\u968a\u3002<\/h2><div class=\"cta-block__button\"><a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/cloudtalk-14-%E5%A4%A9%E5%85%8D%E8%B2%BB%E8%A9%A6%E7%94%A8\/\" class=\"btn btn-secondary\">\u958b\u59cb\u514d\u8cbb\u8a66\u7528 <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\" viewBox=\"0 0 16 16\" fill=\"none\" aria-hidden=\"true\"><path d=\"M3.33301 8H12.6663M12.6663 8L8.33301 3.66667M12.6663 8L8.33301 12.3333\" stroke=\"currentColor\" stroke-width=\"1.33333\" stroke-linecap=\"round\" stroke-linejoin=\"round\"\/><\/svg><\/a><\/div><\/div><\/div><\/div>\n\n<p class=\"wp-block-paragraph\"><strong>\u4f86\u6e90\uff1a<\/strong><\/p>\n\n\n<ol class=\"wp-block-list\"><li><a href=\"https:\/\/insight7.io\/understanding-call-center-industry-benchmarks-top-5-metrics-you-need-to-know\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><a href=\"https:\/\/passivesecrets.com\/data-driven-decision-making-statistics\/\" target=\"_blank\" rel=\"noopener\">Passivesecrets.com<\/a><\/li><\/ol>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/www.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u5e38\u898b\u554f\u984c\uff1a<\/h2>\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1750951128166\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u5100\u8868\u677f\u6709\u54ea\u4e09\u7a2e\u985e\u578b\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u7684\u5100\u8868\u677f\u6709\u4e09\u7a2e\u985e\u578b\uff1a\u71df\u904b\u578b\u3001\u7b56\u7565\u578b\u548c\u5206\u6790\u578b\u3002<a href=\"https:\/\/www.cloudtalk.io\/blog\/call-center-dashboard-examples\/\"><\/a><\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952549318\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u4ec0\u9ebc\u662f\u5373\u6642\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5373\u6642\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u986f\u793a\u4f86\u81ea\u901a\u8a71\u548c\u5ba2\u670d\u4eba\u54e1\u7684\u5373\u6642\u6578\u64da\uff0c\u6709\u52a9\u65bc\u5373\u6642\u6c7a\u7b56\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952564247\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u5ba2\u670d\u4e2d\u5fc3\u6700\u91cd\u8981\u7684\u4e09\u5927\u6307\u6a19\u662f\u4ec0\u9ebc\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5ba2\u670d\u4e2d\u5fc3\u6700\u91cd\u8981\u7684\u4e09\u5927\u6307\u6a19\u662f<strong> <\/strong><a href=\"https:\/\/www.cloudtalk.io\/blog\/first-call-resolution-definition-measurement-best-practices\/\">\u9996\u6b21\u901a\u8a71\u89e3\u6c7a\u7387 (First Call Resolution)<\/a>\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 (Average Handle Time) \u548c\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT)\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952581961\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u4ec0\u9ebc\u662f\u5ba2\u6236\u670d\u52d9\u5100\u8868\u677f\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5ba2\u6236\u670d\u52d9\u5100\u8868\u677f\u662f\u4e00\u7a2e\u5ba2\u670d\u4e2d\u5fc3\u5de5\u5177\uff0c\u7528\u65bc\u8996\u89ba\u5316\u652f\u63f4\u5718\u968a\u7279\u5b9a\u7684 <a href=\"https:\/\/www.cloudtalk.io\/blog\/10-most-important-call-center-kpis-you-should-be-tracking\/\">KPI<\/a>\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952588854\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u5ba2\u670d\u4e2d\u5fc3\u7684 80\/20 \u6cd5\u5247\u662f\u4ec0\u9ebc\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5ba2\u670d\u4e2d\u5fc3\u7684 80\/20 \u6cd5\u5247\u610f\u6307<strong> <\/strong>80% \u7684\u7d50\u679c\u4f86\u81ea 20% \u7684\u901a\u8a71\u6216\u5ba2\u670d\u4eba\u54e1\u3002\u8acb\u64da\u6b64\u512a\u5148\u6392\u5e8f\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952602236\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u6211\u8a72\u5982\u4f55\u5efa\u7acb\u5206\u6790\u5100\u8868\u677f\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u8981\u5efa\u7acb\u5206\u6790\u5100\u8868\u677f<strong>\uff0c<\/strong>\u8acb\u4f7f\u7528 <a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/ai-%E9%A9%85%E5%8B%95%E7%9A%84%E5%B0%8D%E8%A9%B1%E6%99%BA%E6%85%A7\/\">CloudTalk<\/a> \u7b49\u5de5\u5177\uff0c\u9078\u64c7\u60a8\u7684\u6307\u6a19\uff0c\u4e26\u5efa\u7acb\u60a8\u7684\u4f48\u5c40\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1750952623825\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u5ba2\u670d\u4e2d\u5fc3\u7684 KPI \u6307\u6a19\u6709\u54ea\u4e9b\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5e38\u898b\u7684 KPI \u5305\u62ec\u901a\u8a71\u91cf\u3001\u8655\u7406\u6642\u9593\u3001\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT) \u548c\u672a\u63a5\u4f86\u96fb\u7387\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1771003078140\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u5982\u4f55\u5206\u6790\u5ba2\u670d\u4e2d\u5fc3\u6578\u64da\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u8b58\u5225\u8af8\u5982 <a href=\"https:\/\/www.cloudtalk.io\/blog\/all-you-need-to-know-about-aht-average-handle-time\/\">\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)<\/a> \u6216\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT) \u7b49 KPI\u3002\u4f7f\u7528 AI \u767c\u73fe\u901a\u8a71\u8a18\u9304\u4e2d\u7684\u8da8\u52e2\uff0c\u7136\u5f8c\u8abf\u6574\u4eba\u54e1\u914d\u7f6e\u6216\u57f9\u8a13\u4ee5\u89e3\u6c7a\u74f6\u9838\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1771003126636\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u5100\u8868\u677f\u6709\u54ea\u4e94\u7a2e\u985e\u578b\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u5e38\u898b\u985e\u578b\u5305\u62ec\uff1a1. \u7b56\u7565\u578b\uff08\u9577\u671f\uff09\uff0c2. \u71df\u904b\u578b\uff08\u5373\u6642\uff09\uff0c3. \u5206\u6790\u578b\uff08\u8da8\u52e2\uff09\uff0c4. \u6230\u8853\u578b\uff0c\u4ee5\u53ca 5. \u9ad8\u968e\u4e3b\u7ba1\/KPI \u578b\u3002<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1771003159585\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u4ec0\u9ebc\u662f\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\uff1f<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u4e00\u7a2e\u8996\u89ba\u5316\u5de5\u5177\uff0c\u63d0\u4f9b\u901a\u8a71\u91cf\u3001\u5ba2\u670d\u4eba\u54e1\u72c0\u614b\u548c\u4f47\u5217\u5065\u5eb7\u72c0\u6cc1\u7684<a href=\"https:\/\/www.cloudtalk.io\/zh-hant\/dashboard\/\">\u5373\u6642\u53ef\u898b\u6027<\/a>\uff0c\u4ee5\u5e6b\u52a9\u7ba1\u7406\u8005\u6839\u64da\u5373\u6642\u71df\u904b\u6578\u64da\u63a1\u53d6\u884c\u52d5\u3002<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\uff1a\u5b83\u662f\u4ec0\u9ebc\u4ee5\u53ca\u5982\u4f55\u4f7f\u7528 \u6578\u64da\u662f\u6bcf\u500b\u73fe\u4ee3\u5ba2\u670d\u4e2d\u5fc3\u7684\u5f15\u64ce\u3002\u6c92\u6709\u5b83\uff0c\u60a8\u7684\u5718\u968a\u5c31\u50cf\u5728\u76f2\u76ee\u98db\u884c\u3002 \u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u80fd\u8b93\u6578\u64da\u6d3b\u8d77\u4f86\u2014\u5c07\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u8f49\u5316\u70ba\u6e05\u6670\u3001\u5373\u6642\u7684\u53ef\u8996\u5316\u5716\u8868\uff0c\u8b93\u60a8\u7684\u5718\u968a\u5f97\u4ee5\u63a1\u53d6\u884c\u52d5\u3002\u7121\u8ad6\u662f\u6539\u5584\u56de\u61c9\u6642\u9593\u3001\u8ffd\u8e64\u5ba2\u670d\u5c08\u54e1\u751f\u7522\u529b\uff0c\u9084\u662f\u512a\u5316\u901a\u8a71\u6d41\u7a0b\uff0c\u5100\u8868\u677f\u90fd\u80fd\u8b93\u60a8\u8f15\u9b06\u767c\u73fe\u54ea\u4e9b\u6709\u6548\uff0c\u54ea\u4e9b\u7121\u6548\u3002 \u4e8b\u5be6\u4e0a\uff0c79% \u7684\u4f01\u696d\u8868\u793a\u6578\u64da\u9a45\u52d5\u7684\u6c7a\u7b56\u662f\u63a8\u52d5\u696d\u52d9\u6210\u9577\u7684\u95dc\u9375\u00b9\u3002\u56e0\u6b64\uff0c\u5982\u679c\u60a8\u9084\u5728\u57cb\u982d\u8655\u7406\u8a66\u7b97\u8868\uff0c\u6216\u8005\u66f4\u7cdf\u7684\u662f\uff0c\u7d14\u7cb9\u9760\u731c\u6e2c\uff0c\u90a3\u9ebc\u60a8\u5c31\u932f\u5931\u4e86\u5bf6\u8cb4\u7684\u50f9\u503c\u3002 \u4ec0\u9ebc\u662f\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\uff1f \u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u662f\u4e00\u500b\u8996\u89ba\u5316\u5831\u544a\u5de5\u5177\uff0c\u8b93\u5718\u968a\u80fd\u6d1e\u5bdf\u5373\u6642\u548c\u6b77\u53f2\u6578\u64da\u3002\u60a8\u53ef\u4ee5\u5c07\u5176\u8996\u70ba\u806f\u7d61\u4e2d\u5fc3\u7684\u63a7\u5236\u9762\u677f\u2014\u96c6\u4e2d\u6578\u64da\u3001\u63ed\u793a\u6a21\u5f0f\u4e26\u767c\u6398\u6539\u9032\u6a5f\u6703\u3002 \u50cfCloudTalk\u9019\u6a23\u7684\u901a\u8a71\u8ffd\u8e64\u5100\u8868\u677f\uff0c\u80fd\u5feb\u901f\u5b58\u53d6\u901a\u8a71\u6578\u64da\uff0c\u56e0\u6b64\u60a8\u7121\u9700\u6bcf\u6b21\u60f3\u7372\u5f97\u7b54\u6848\u6642\u90fd\u624b\u52d5\u532f\u51fa\u5831\u544a\u3002\u5b83\u5011\u662f\u6709\u6548\u5ba2\u670d\u4e2d\u5fc3\u6578\u64da\u7ba1\u7406\u4e0d\u53ef\u6216\u7f3a\u7684\u7d44\u6210\u90e8\u5206\u3002 \u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u5982\u4f55\u904b\u4f5c\uff1f \u73fe\u4ee3\u5ba2\u670d\u4e2d\u5fc3\u7e3e\u6548\u5100\u8868\u677f\u76f4\u63a5\u8207\u60a8\u7684\u7db2\u8def\u96fb\u8a71 (VoIP) \u6216\u96f2\u7aef\u901a\u8a71\u7cfb\u7d71\u9023\u63a5\u3002\u5b83\u5011\u5f9e\u901a\u8a71\u3001\u5ba2\u670d\u5c08\u54e1\u548c\u5de5\u4f5c\u6d41\u7a0b\u4e2d\u63d0\u53d6\u6578\u64da\uff0c\u7136\u5f8c\u81ea\u52d5\u4ee5\u5716\u8868\u3001\u8a18\u5206\u5361\u548c\u95dc\u9375\u7e3e\u6548\u6307\u6a19\u7684\u5f62\u5f0f\u986f\u793a\u8cc7\u8a0a\u3002\u9019\u4f7f\u5f97\u767c\u73fe\u554f\u984c\u3001\u8ffd\u8e64\u6539\u9032\u4e26\u5373\u6642\u6307\u5c0e\u60a8\u7684\u5718\u968a\u8b8a\u5f97\u66f4\u52a0\u5bb9\u6613\u3002 \u662f\u7684\uff0c\u5927\u591a\u6578\u9802\u7d1a\u5e73\u53f0\u90fd\u652f\u63f4\u5373\u6642\u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\uff0c\u8b93\u60a8\u80fd\u5373\u6642\u8abf\u6574\u3002 \u5ba2\u670d\u4e2d\u5fc3\u5206\u6790\u5100\u8868\u677f\u61c9\u5305\u542b\u54ea\u4e9b\u5167\u5bb9\uff1f \u4e00\u500b\u5168\u9762\u7684\u5ba2\u670d\u4e2d\u5fc3\u5100\u8868\u677f\u61c9\u5305\u542b\u5373\u6642\u901a\u8a71\u91cf\u3001\u5ba2\u670d\u5c08\u54e1\u7e3e\u6548\u8ffd\u8e64\u3001\u5e73\u5747\u8655\u7406\u6642\u9593 (AHT)\u3001\u4f47\u5217\u7b49\u5019\u6642\u9593\u4ee5\u53ca\u5ba2\u6236\u6eff\u610f\u5ea6 (CSAT) \u5206\u6578\u3002\u5b83\u9084\u61c9\u5177\u5099\u53ef\u81ea\u8a02\u7684\u5c0f\u5de5\u5177\uff0c\u8b93\u7ba1\u7406\u4eba\u54e1\u53ef\u4ee5\u6309\u7279\u5b9a\u5718\u968a\u6216\u5167\u5916\u64a5\u901a\u9053\u7be9\u9078\u6578\u64da\u3002 \u81f3\u5c11\uff0c\u4e00\u500b\u5b8c\u6574\u7684\u5ba2\u670d\u4e2d\u5fc3\u5831\u544a\u5100\u8868\u677f\u61c9\u5305\u542b\uff1a \u9019\u4e9b\u6307\u6a19\u5404\u81ea\u5728\u63ed\u793a\u806f\u7d61\u4e2d\u5fc3\u5065\u5eb7\u8207\u6210\u529f\u7684\u5168\u8c8c\u4e2d\u626e\u6f14\u8457\u7368\u7279\u7684\u89d2\u8272\u3002 \u901a\u8a71\u91cf\u548c\u8da8\u52e2 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