{"id":6801,"date":"2025-11-19T14:16:50","date_gmt":"2025-11-19T07:16:50","guid":{"rendered":"https:\/\/callindo.com\/?p=6801"},"modified":"2025-11-20T07:33:44","modified_gmt":"2025-11-20T00:33:44","slug":"%e5%88%a9%e7%94%a8%e5%91%bc%e5%8f%ab%e4%b8%ad%e5%bf%83%e7%9a%84%e5%88%86%e6%9e%90%e5%92%8c%e4%ba%ba%e5%b7%a5%e6%99%ba%e8%83%bd%e6%8a%80%e6%9c%af%ef%bc%8c%e5%ae%9e%e7%8e%b0%e6%95%b0%e6%8d%ae%e9%a9%b1","status":"publish","type":"post","link":"https:\/\/callindo.com\/zh\/data-driven-agent-performance-leveraging-analytics-and-ai-in-the-contact-centre\/","title":{"rendered":"\u6570\u636e\u9a71\u52a8\u7684\u5ba2\u670d\u4eba\u5458\u7ee9\u6548\uff1a\u5728\u8054\u7edc\u4e2d\u5fc3\u5229\u7528\u5206\u6790\u548c\u4eba\u5de5\u667a\u80fd"},"content":{"rendered":"<p>\u63d0\u5347\u5ba2\u670d\u4eba\u5458\u7ee9\u6548\u4e00\u76f4\u662f\u4efb\u4f55\u547c\u53eb\u4e2d\u5fc3\u6700\u91cd\u8981\u7684\u4efb\u52a1\u4e4b\u4e00\u3002\u968f\u7740\u5370\u5c3c\u5ba2\u6237\u671f\u671b\u7684\u4e0d\u65ad\u63d0\u9ad8\uff0c\u547c\u53eb\u4e2d\u5fc3\u518d\u4e5f\u4e0d\u80fd\u4ec5\u4ec5\u4f9d\u9760\u4eba\u5de5\u76d1\u63a7\u3001\u5076\u5c14\u7684\u8f85\u5bfc\u6216\u57fa\u672c\u7684\u7ee9\u6548\u6307\u6807\u3002\u5982\u4eca\uff0c\u5206\u6790\u548c\u4eba\u5de5\u667a\u80fd (AI) \u80fd\u591f\u66f4\u6df1\u5165\u5730\u6d1e\u5bdf\u5ba2\u670d\u4eba\u5458\u7684\u6c9f\u901a\u65b9\u5f0f\u3001\u5ba2\u6237\u7684\u53cd\u9988\u4ee5\u53ca\u53ef\u4ee5\u5b9e\u65f6\u6539\u8fdb\u7684\u5730\u65b9\u3002.<\/p>\n\n\n\n<p>\u672c\u6587\u63a2\u8ba8\u4e86\u4eba\u5de5\u667a\u80fd\u9a71\u52a8\u7684\u5206\u6790\u5982\u4f55\u63d0\u5347\u5ba2\u670d\u4eba\u5458\u7684\u7ee9\u6548\u3001\u9700\u8981\u8ddf\u8e2a\u7684\u5173\u952e\u6307\u6807\uff0c\u4ee5\u53ca\u5370\u5c3c\u547c\u53eb\u4e2d\u5fc3\u5982\u4f55\u5728\u9075\u5b88\u5f53\u5730\u8bed\u8a00\u3001\u6587\u5316\u548c\u76d1\u7ba1\u8981\u6c42\u7684\u540c\u65f6\u91c7\u7528\u8fd9\u4e9b\u6280\u672f\u3002.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u5411\u6570\u636e\u9a71\u52a8\u578b\u8054\u7edc\u4e2d\u5fc3\u8f6c\u578b<\/strong><\/h2>\n\n\n\n<p>\u4f20\u7edf\u7684\u76d1\u63a7\u65b9\u6cd5\u4f9d\u8d56\u4e8e\u5ba1\u67e5\u5c11\u91cf\u901a\u8bdd\u6837\u672c\uff0c\u4eba\u5de5\u8bc4\u5206\uff0c\u5e76\u5728\u4e92\u52a8\u6570\u5468\u540e\u5b89\u6392\u8f85\u5bfc\u8bfe\u7a0b\u3002\u8fd9\u79cd\u65b9\u6cd5\u901f\u5ea6\u6162\u3001\u51c6\u786e\u6027\u6709\u9650\uff0c\u800c\u4e14\u5f80\u5f80\u65e0\u6cd5\u6355\u6349\u5230\u5ba2\u6237\u7684\u771f\u5b9e\u611f\u53d7\u3002.<\/p>\n\n\n\n<p>\u76f8\u6bd4\u4e4b\u4e0b\uff0c\u4eba\u5de5\u667a\u80fd\u548c\u5206\u6790\u6280\u672f\u4f7f\u4f01\u4e1a\u80fd\u591f\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5206\u6790\u6bcf\u4e00\u6b21\u901a\u8bdd\u6216\u804a\u5929\u4e92\u52a8<\/li>\n\n\n\n<li>\u7acb\u5373\u68c0\u6d4b\u60c5\u7eea\u548c\u610f\u56fe<\/li>\n\n\n\n<li>\u5b9e\u65f6\u8bc6\u522b\u7ee9\u6548\u5dee\u8ddd<\/li>\n\n\n\n<li>\u5728\u7ecf\u7eaa\u4eba\u4ecd\u5728\u901a\u8bdd\u671f\u95f4\u63d0\u4f9b\u6307\u5bfc\u6027\u63d0\u793a<\/li>\n\n\n\n<li>\u6301\u7eed\u8ddf\u8e2a\u5173\u952e\u7ee9\u6548\u6307\u6807\uff0c\u800c\u4e0d\u662f\u6309\u5b63\u5ea6\u6216\u6708\u8ddf\u8e2a\u3002<\/li>\n<\/ul>\n\n\n\n<p>\u7b80\u800c\u8a00\u4e4b\uff0c\u547c\u53eb\u4e2d\u5fc3\u53ef\u4ee5\u4ece\u88ab\u52a8\u7ea0\u6b63\u8f6c\u53d8\u4e3a\u4e3b\u52a8\u6539\u8fdb\u3002.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u63d0\u5347\u4ee3\u7406\u7ee9\u6548\u7684\u5173\u952e\u5206\u6790\u548c\u4eba\u5de5\u667a\u80fd\u529f\u80fd<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. \u8bed\u97f3\u5206\u6790<\/strong><\/h3>\n\n\n\n<p>\u8bed\u97f3\u5206\u6790\u529f\u80fd\u4f1a\u81ea\u52a8\u5ba1\u67e5\u6bcf\u4e00\u6b21\u5ba2\u6237\u4e92\u52a8\uff0c\u8bc6\u522b\u51fa\u8bf8\u5982\u4ee5\u4e0b\u6a21\u5f0f\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5e38\u89c1\u5ba2\u6237\u95ee\u9898<br><\/li>\n\n\n\n<li>\u7ecf\u7eaa\u4eba\u7684\u8bed\u6c14\u3001\u8bed\u901f\u548c\u6e05\u6670\u5ea6<br><\/li>\n\n\n\n<li>\u5408\u89c4\u5173\u952e\u8bcd<br><\/li>\n\n\n\n<li>\u8a00\u8bed\u4e2d\u65ad\u548c\u91cd\u53e0<br><\/li>\n\n\n\n<li>\u53cd\u590d\u51fa\u73b0\u7684\u77ed\u8bed\u8868\u793a\u56f0\u60d1\u6216\u4e0d\u6ee1<br><\/li>\n<\/ul>\n\n\n\n<p>\u8fd9\u6709\u52a9\u4e8e\u4e3b\u7ba1\u4e86\u89e3\u901a\u8bdd\u4e2d\u53d1\u751f\u7684\u60c5\u51b5\uff0c\u800c\u65e0\u9700\u624b\u52a8\u76d1\u542c\u6bcf\u4e00\u901a\u7535\u8bdd\u3002.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. \u60c5\u611f\u5206\u6790<\/strong><\/h3>\n\n\n\n<p>\u60c5\u611f\u5206\u6790\u80fd\u591f\u68c0\u6d4b\u5bf9\u8bdd\u4e2d\u7684\u60c5\u611f\u57fa\u8c03\u3002\u5b83\u53ef\u4ee5\u8bc6\u522b\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u65e5\u76ca\u589e\u957f\u7684\u632b\u8d25\u611f<br><\/li>\n\n\n\n<li>\u6ee1\u610f\u5ea6\u4fe1\u53f7<br><\/li>\n\n\n\n<li>\u987e\u5ba2\u72b9\u8c6b<br><\/li>\n\n\n\n<li>\u6062\u590d\u7684\u673a\u4f1a<br><\/li>\n<\/ul>\n\n\n\n<p>\u8fd9\u4f7f\u5f97\u4e3b\u7ba1\u80fd\u591f\u53ca\u65e9\u4ecb\u5165\uff0c\u63d0\u9ad8\u670d\u52a1\u8d28\u91cf\uff0c\u5e76\u4e3a\u5904\u7406\u96be\u7f20\u5ba2\u6237\u7684\u5ba2\u670d\u4eba\u5458\u63d0\u4f9b\u652f\u6301\u3002.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. \u5b9e\u65f6\u6559\u7ec3\u63d0\u9192<\/strong><\/h3>\n\n\n\n<p>\u4eba\u5de5\u667a\u80fd\u53ef\u4ee5\u5728\u901a\u8bdd\u8fc7\u7a0b\u4e2d\u68c0\u6d4b\u95ee\u9898\uff0c\u5e76\u7acb\u5373\u5411\u5ba2\u670d\u4eba\u5458\u63d0\u4f9b\u6307\u5bfc\u3002\u4f8b\u5982\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u63d0\u9192\u60a8\u6838\u5b9e\u8eab\u4efd<br><\/li>\n\n\n\n<li>\u63d0\u793a\u9075\u5faa\u811a\u672c<br><\/li>\n\n\n\n<li>\u5f53\u5ba2\u6237\u611f\u5230\u6cae\u4e27\u65f6\u53d1\u51fa\u8b66\u62a5<br><\/li>\n\n\n\n<li>\u653e\u6162\u901f\u5ea6\u6216\u6f84\u6e05\u4fe1\u606f\u7684\u5efa\u8bae<br><\/li>\n<\/ul>\n\n\n\n<p>\u5b9e\u65f6\u63d0\u793a\u6709\u52a9\u4e8e\u5ba2\u670d\u4eba\u5458\u5728\u9519\u8bef\u5f71\u54cd\u5ba2\u6237\u6ee1\u610f\u5ea6\u4e4b\u524d\u7ea0\u6b63\u9519\u8bef\u3002.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. KPI\u4eea\u8868\u76d8<\/strong><\/h3>\n\n\n\n<p>\u96c6\u6210\u5f0f\u4eea\u8868\u76d8\u5e2e\u52a9\u7ba1\u7406\u8005\u8ddf\u8e2a\u4ee5\u4e0b\u65b9\u9762\u7684\u7ee9\u6548\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u9996\u6b21\u547c\u53eb\u89e3\u51b3\u7387 (FCR)<br><\/li>\n\n\n\n<li>\u5ba2\u6237\u6ee1\u610f\u5ea6 (CSAT)<br><\/li>\n\n\n\n<li>\u5e73\u5747\u5904\u7406\u65f6\u95f4 (AHT)<br><\/li>\n\n\n\n<li>\u547c\u53eb\u653e\u5f03\u7387<br><\/li>\n\n\n\n<li>\u8f6c\u79fb\u548c\u5347\u7ea7\u9891\u7387<br><\/li>\n\n\n\n<li>\u4ee3\u7406\u5546\u751f\u4ea7\u529b\u548c\u5165\u4f4f\u7387<br><\/li>\n<\/ul>\n\n\n\n<p>\u4eea\u8868\u76d8\u663e\u793a\u8d8b\u52bf\uff0c\u5e76\u5141\u8bb8\u7ba1\u7406\u4eba\u5458\u8bc6\u522b\u9700\u8981\u6307\u5bfc\u6216\u989d\u5916\u652f\u6301\u7684\u4ee3\u7406\u4eba\u3002.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. \u6301\u7eed\u6539\u8fdb\u5faa\u73af<\/strong><\/h3>\n\n\n\n<p>\u4eba\u5de5\u667a\u80fd\u901a\u8fc7\u8bc6\u522b\u4ee5\u4e0b\u65b9\u9762\u6765\u652f\u6301\u6301\u7eed\u5b66\u4e60\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5e38\u89c1\u95ee\u9898<br><\/li>\n\n\n\n<li>\u6559\u7ec3\u673a\u4f1a<br><\/li>\n\n\n\n<li>\u811a\u672c\u6539\u8fdb<br><\/li>\n\n\n\n<li>\u57f9\u8bad\u5dee\u8ddd<br><\/li>\n<\/ul>\n\n\n\n<p>\u8fd9\u6837\u53ef\u4ee5\u786e\u4fdd\u8054\u7edc\u4e2d\u5fc3\u4e0d\u65ad\u53d1\u5c55\uff0c\u800c\u4e0d\u662f\u4f9d\u8d56\u4e8e\u5b9a\u671f\u5ba1\u67e5\u3002.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u5728\u5370\u5c3c\u80cc\u666f\u4e0b\u5e94\u7528\u5206\u6790\u548c\u4eba\u5de5\u667a\u80fd<\/strong><\/h2>\n\n\n\n<p>\u5370\u5c3c\u6709\u7740\u72ec\u7279\u7684\u9700\u6c42\uff0c\u8fd9\u51b3\u5b9a\u4e86\u4eba\u5de5\u667a\u80fd\u548c\u5206\u6790\u6280\u672f\u7684\u90e8\u7f72\u65b9\u5f0f\u3002.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u8bed\u8a00\u590d\u6742\u5ea6<\/strong><\/h3>\n\n\n\n<p>\u547c\u53eb\u4e2d\u5fc3\u5fc5\u987b\u5904\u7406\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u6b63\u5f0f\u548c\u975e\u6b63\u5f0f\u7684\u5370\u5c3c\u8bed<br><\/li>\n\n\n\n<li>\u5730\u65b9\u53e3\u97f3<br><\/li>\n\n\n\n<li>\u6df7\u5408\u9a6c\u6765\u8bed-\u82f1\u8bed\u77ed\u8bed<br><\/li>\n\n\n\n<li>\u4fda\u8bed\u548c\u7f29\u5199\u56de\u7b54<br><\/li>\n<\/ul>\n\n\n\n<p>\u4eba\u5de5\u667a\u80fd\u5de5\u5177\u5fc5\u987b\u6839\u636e\u5370\u5c3c\u8bed\u8bed\u8a00\u6a21\u5f0f\u8fdb\u884c\u8bad\u7ec3\uff0c\u624d\u80fd\u51c6\u786e\u68c0\u6d4b\u60c5\u611f\u3001\u610f\u56fe\u548c\u8bed\u6c14\u3002.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u76d1\u7ba1\u65b9\u9762\u7684\u8003\u8651<\/strong><\/h3>\n\n\n\n<p>\u4f01\u4e1a\u9700\u8981\u786e\u4fdd\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u6570\u636e\u5b89\u5168\u5b58\u50a8<br><\/li>\n\n\n\n<li>\u901a\u8bdd\u5f55\u97f3\u548c\u6587\u5b57\u8bb0\u5f55\u5747\u9075\u5faa\u9690\u79c1\u6807\u51c6\u3002<br><\/li>\n\n\n\n<li>\u4eba\u5de5\u667a\u80fd\u7cfb\u7edf\u7b26\u5408\u884c\u4e1a\u6cd5\u89c4\uff08\u5c24\u5176\u662f\u5728\u94f6\u884c\u3001\u4fdd\u9669\u548c\u7535\u4fe1\u884c\u4e1a\uff09\u3002<br><\/li>\n<\/ul>\n\n\n\n<p>Callindo \u63d0\u4f9b\u672c\u5730\u5408\u89c4\u652f\u6301\uff0c\u4ee5\u786e\u4fdd\u6570\u636e\u5f97\u5230\u8d1f\u8d23\u4efb\u7684\u5904\u7406\u3002.<\/p>\n\n\n\n<h3 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agent performance has always been one of the most important priorities in any contact centre. As customer expectations rise in Indonesia, contact centres can no longer rely on manual monitoring, occasional coaching sessions, or basic performance metrics. Today, analytics and artificial intelligence (AI) provide deeper insight into how agents communicate, how customers respond, and [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":6811,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[57,59,61],"tags":[70,51,69],"class_list":["post-6801","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence","category-sales","category-technology","tag-ai","tag-ai-call-center-indonesia","tag-artificial-intelligence"],"_links":{"self":[{"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/posts\/6801","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/comments?post=6801"}],"version-history":[{"count":1,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/posts\/6801\/revisions"}],"predecessor-version":[{"id":6802,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/posts\/6801\/revisions\/6802"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/media\/6811"}],"wp:attachment":[{"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/media?parent=6801"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/categories?post=6801"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/callindo.com\/zh\/wp-json\/wp\/v2\/tags?post=6801"}],"curies":[{"name":"\u53ef\u6e7f\u6027\u7c89\u5242","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}