Kupambana kwamakasitomala kuyenera kupangidwa molingana ndi zomwe kasitomala amafuna poyamba motsutsana ndi zomwe akupanga bizinesi - mwa kuyankhula kwina, chidziwitso chamakasitomala.Kuzindikira kwamakasitomala kumangotengera zomwe mungatengere makasitomala ndikusintha zomwe mukufuna komanso zomwe zili zofunika kwambiri kwa iwo.

Ndi lingaliro losavuta m'malingaliro, koma limafunikira makampani kuti akhazikitsenso chikhalidwe chawo ndikukonzanso magwiridwe antchito awo kuti ayang'ane njira yokhazikika yamakasitomala.Kuchita zimenezi kumapanga chipambano chomaliza;Zimapangitsa makasitomala kukhala osangalala komanso okhoza kubwereza bizinesi kwinaku akuwongolera zizindikiro zoyambira (KPIs) monga kuyesetsa kwamakasitomala, kusamvana koyamba (FCR), ndi nthawi yokonza (TTR).Umu ndi momwe mabungwe angayambitsire kupikisana pakuzindikira kwamakasitomala.

Muyenera kuyang'ana zomwe kasitomala akufuna, osati zomwe mukuganiza kuti angafune - kapena choyipa, chokhacho chomwe chimakupindulitsani

Izi timaziwona kwambiri m'malo olumikizirana, omwe mabungwe ambiri amawonabe ngati malo okwera mtengo motsutsana ndi malo amtengo wapatali.Ganizirani zomwe mudakumana nazo komaliza kuyimbira nambala yamakasitomala akampani mutakhala ndi pempho lovuta kwambiri.Pomwe mudayimba kuti mulankhule ndi katswiri, mwayi ndiwe kuti mudakumanapo nthawi yomweyo ndi makina amtundu wa interactive voice response (IVR) omwe adakufunsani kuti musindikize manambala pa dial pad yanu kapena kuti mulankhule zomwe mukufuna.Kodi izi ndi zomwe mumafuna?Poganizira zoyankhulana zambiri zamawu masiku ano zimasungidwa pazopempha zovuta kwambiri - zomwe mayankho ambiri a IVR sanakhale otsogola mokwanira kuti athetse - mwina ayi.

Ngati mukugwira ntchito yofunikira kwambiri monga kulipira bilu kapena kuyikanso mawu achinsinsi mwina othandizira odzipangira okha ndi omveka, koma vuto lanu likakhala lovuta, lofunikira, komanso/kapena lovuta mukufuna kulankhula ndi katswiri.M'malo mwake, mumayenda mozungulira ndi IVR mpaka mutakhumudwitsidwa ndikuyamba kukuwa "wolandira alendo!"kapena kanikizani mobwerezabwereza ziro.Ngati simukuloledwa kudumpha IVR, zomwe zimachitika zimakulirakulira.

Malingana ndi momwe bungwe likuyendera, akhazikitsa njira yabwino, yatsopano, yamakono yamakono yomwe imayang'ana mawu onse aukadaulo monga Natural Language Processing (NPL), Artificial Intelligence (AI), ndi Machine Learning (ML)- chifukwa chiyani makasitomala sasangalala. za izo, osasiya kuzigwiritsa ntchito?Chilimbikitso choyika ndalama sichinali chotengera zomwe mabizinesi akuganiza kuti kasitomala akufuna, koma chifukwabizinesiamafuna kuti kasitomala agwiritse ntchito kuti akwaniritsezawozotsatira zabizinesi zomwe mukufuna (mwachitsanzo, kutsitsa mtengo kudzera pakuchepetsa kuyanjana ndi anthu).Kumbukirani, mumapeza mwayi umodzi wokha mukangowona koyamba.Malinga ndi mmene kasitomala amaonera, mwambi wakuti, “Mundipusitse kamodzi, manyazi pa inu, mundipusitse kawiri, manyazi pa ine” imayamba kugwira ntchito mukafuna kuwapangitsa kugwiritsa ntchito njira yatsopanoyi.

Nthawi ina m'mbuyomu, mwina mudauza makasitomala anu kuti "chonde mverani menyu iyi popeza malangizo asintha", kasitomala wanu amamvera zomwe akukuuzani, ndipo palibe chomwe chasintha.Tsopano akamva wothandizira watsopanoyu akufunsa chifukwa chomwe akuyimbira foni, amamva ngati iyi ndi mphindi ya "gotcha".Amaopa kudumphadumpha popanda chitsimikizo cha chigamulo…chifukwa kumbukirani, adayitana kuti alankhule ndi katswiri, osati kuchita bizinesi.

Pamapeto pake, izi zidzapweteketsa makasitomala ndipo amafunabe kuti makampani agwiritse ntchito anthu kuti athandize - tsopano ndi kasitomala akukhumudwa kapena kukhumudwa.

Muyenera kugwiritsa ntchito uinjiniya wamagulu, osati uinjiniya waukadaulo

Mosiyana ndi uinjiniya waukadaulo - izi zimapita apa, zomwe zimapita pamenepo - uinjiniya wamagulu amayang'ana kwambiri zomwe zitha kugwiritsa ntchito nsanja kuti zikule.Izi zimafuna kuti makampani azisanthula deta yomwe yasonkhanitsidwa paulendo wamakasitomala ndi cholinga chopeza zidziwitso zotheka zomwe zingagwiritsidwe ntchito kusintha ndi kukonza bwino zomangamanga, zomwe sizili chizolowezi m'dziko lamakono lamakasitomala: zomwe zimakololedwa ndi kusanthula komwe kumagwiritsidwa ntchito kuyeza magwiridwe antchito. imayang'ana kwambiri pakutsitsa mtengo ndikuletsa makasitomala kutali ndi othandizira amoyo, okwera mtengo kwambiri, komanso ofunikira, gawo lililonse la kasitomala.Potengera chitsanzo chathu, bungwe litha kuwona zotengera malo ake olumikizirana ngati liika kasitomala patsogolo pophunzira zomwe zili zofunika kwambiri kwa iwo.

Tangoganizani m'malo mokakamiza makasitomala kuti atsike pa dzenje la akalulu ngati yankho la VA lipereka moni kwa kasitomala ponena kuti "Moni, ndine wothandizira kuchokera ku kampani ya XYZ.Malo anu pamzere ndi otetezedwa ndipo muli ndi anthu XX patsogolo panu.Kodi pali chilichonse chimene ndingakuthandize pamene ukudikirira pamzere?”Panthawiyi mwavomereza cholinga cha kasitomala poyimba foni, kuyikidwa pamzere, ndipo iwo ali okonzeka kuyesa pamene akudikirira chifukwa palibe chiopsezo ku zolinga zawo, mphoto zomwe zingatheke.

Kuti muwonjezere phindu, ndikuwonjezera kukhazikitsidwa kwa makina, ngati wothandizila wapangidwa kuti atole zidziwitso zothandiza za kasitomala - mwachitsanzo, kuzitsimikizira zokha ndikupeza zomwe akufuna kapena zomwe akufuna - zomwe zitha kuperekedwa kwa wothandizirayo kasitomala chikugwirizana awiri akhoza kufika mpaka bizinesi.Ndi njira iyi tikuwona makina akupangidwa m'njira yothandiza ndi cholinga cha kasitomala, osati kutembenukira ku zinthu zomwe zili zofunika ku kampani yokha.Makasitomala amapeza mayankho mwachangu, ndipo kampaniyo imapezanso zomwe ikufuna: kutsika mtengo, kuyankha mwachangu kuyimba koyamba, komanso kuchuluka kwa Net Promoter Scores.Ngati mugwiritsa ntchito uinjiniya pazachuma zanu, kugwiritsa ntchito yankho kumadutsa padenga - kutsimikizika.

Muyenera kudutsa chotchinga cha trust- fall

Ngati mufuna kukulitsa ndalama zomwe zingakhumudwitse makasitomala anu, mumadzidalira bwanji pakutengera makasitomala?Ngati mumagulitsa zinthu zokha ndipo, mwachitsanzo, ikani nambala yafoni yodzipatulira kuti mupeze yankho kuti makasitomala azitha kuyimbira mwachindunji ndi malonda amphamvu (“Imbani wolankhula pa nambala iyi 24×7; muikonda!”) zingagwiritsidwe ntchito?Ngati simukukhulupirira kuti yankho la funsoli ndi inde, ndinganene kuti njirayo ikhoza kukhala yolakwika.

Ukadaulo wabwino sufuna njira za "gotcha".Kuwonekera ndi kukhulupilira ndizofunikira kwambiri pakuchita bwino ndi chidziwitso chochokera kwa makasitomala.

Dzifunseni nokha: kodi maziko anu ndi ma metric adapangidwa mozungulira bizinesi yanu, kapena makasitomala anu?Ngati mukuyika mayankho pamaso pa makasitomala anu ngati kugunda kwa liwiro, iwo akuyendetsa pomwepo.

Zothandizira: Zosinthidwa kuchokera pa intaneti