{"id":6517,"date":"2020-08-31T15:19:53","date_gmt":"2020-08-31T08:19:53","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6517"},"modified":"2020-08-31T15:19:53","modified_gmt":"2020-08-31T08:19:53","slug":"tri-tue-cam-xuc","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/tri-tue-cam-xuc\/","title":{"rendered":"EMOTIONAL INTELLIGENCE: THE KEY TO ELEVATING THE CUSTOMER EXPERIENCE"},"content":{"rendered":"<p>Con \u0111\u01b0\u1eddng d\u1eabn \u0111\u1ebfn th\u00e0nh c\u00f4ng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u00e8o l\u00e1i b\u1eb1ng con t\u00e0u mang t\u00ean \u201cC\u1ea3m x\u00fac\u201d. N\u1eafm b\u1eaft v\u00e0 l\u00e0m th\u1ecfa m\u00e3n c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft \u0111\u1ec3 mang \u0111\u1ebfn l\u1ee3i th\u1ebf c\u1ea1nh tranh v\u00e0 t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng.<\/p>\n<p><em>Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 qu\u00ean nh\u1eefng g\u00ec b\u1ea1n n\u00f3i, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 qu\u00ean nh\u1eefng g\u00ec b\u1ea1n l\u00e0m, nh\u01b0ng nh\u1eefng c\u1ea3m x\u00fac b\u1ea1n \u0111\u00e3 trao &#8211; h\u1ecd s\u1ebd kh\u00f4ng bao gi\u1edd qu\u00ean!<\/em><\/p>\n<h2><strong>Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac l\u00e0 g\u00ec?<\/strong><\/h2>\n<p><strong>Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac<\/strong>\u00a0hay c\u00f2n g\u1ecdi l\u00e0 tr\u00ed th\u00f4ng minh c\u1ea3m x\u00fac (Emotional intelligence &#8211; EI) l\u00e0 kh\u1ea3 n\u0103ng nh\u1eadn bi\u1ebft v\u00e0 \u0111i\u1ec1u ch\u1ec9nh c\u1ea3m x\u00fac trong c\u00e1c t\u00ecnh hu\u1ed1ng. Ch\u1ec9 s\u1ed1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac m\u00f4 t\u1ea3 kh\u1ea3 n\u0103ng, n\u0103ng l\u1ef1c, k\u1ef9 n\u0103ng \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh nh\u1eadn th\u1ee9c v\u00e0 h\u00e0nh vi c\u1ee7a con ng\u01b0\u1eddi. M\u1ed9t ng\u01b0\u1eddi th\u1ec3 hi\u1ec7n tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u1ea3m x\u00fac \u0111\u1ec3 \u0111\u1ecbnh h\u01b0\u1edbng suy ngh\u0129 v\u00e0 h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd. Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac kh\u00f4ng ng\u1eebng thay \u0111\u1ed5i v\u00e0 c\u00f3 th\u1ec3 r\u00e8n luy\u1ec7n \u0111\u01b0\u1ee3c.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/tri-tue-cam-xuc_76caac108cff43f5bfded58d1e204367.jpg\" alt=\"tri\u0301 tu\u00ea\u0323 ca\u0309m xu\u0301c\" \/><\/p>\n<p><strong>C\u00e1c lo\u1ea1i tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac quan tr\u1ecdng c\u00f3 t\u00e1c \u0111\u1ed9ng trong vi\u1ec7c gia t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng g\u1ed3m:<\/strong><\/p>\n<ul>\n<li>C\u1ea3m x\u00fac \u0111\u1ed3ng c\u1ea3m.<\/li>\n<li>X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7.<\/li>\n<li>Kh\u1ea3 n\u0103ng h\u00f2a gi\u1ea3i.<\/li>\n<li>K\u1ef9 n\u0103ng nghe.<\/li>\n<li>Ph\u00e2n t\u00edch v\u1ea5n \u0111\u1ec1.<\/li>\n<\/ul>\n<h2><strong>T\u1ea1i sao tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac l\u1ea1i quan tr\u1ecdng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<\/strong><\/h2>\n<p>C\u00e1c doanh nghi\u1ec7p th\u00e0nh c\u00f4ng th\u01b0\u1eddng s\u01a1\u0309 h\u01b0\u0303u nh\u00e2n s\u01b0\u0323 c\u00f3 ch\u1ec9 s\u1ed1 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac trung b\u00ecnh cao h\u01a1n \u0111\u1ed1i th\u1ee7. H\u1ecd lu\u00f4n lu\u00f4n \u0111\u00e1p \u1ee9ng hi\u1ec7u qu\u1ea3 trong ho\u1ea1t \u0111\u1ed9ng\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\">Contact Center<\/a><\/span>\u00a0b\u1eb1ng c\u00e1ch c\u00e2n b\u1eb1ng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac v\u00e0 l\u00fd tr\u00ed, khi \u0111\u00f3 l\u00fd tr\u00ed \u0111\u01b0\u1ee3c \u1ea9n trong suy ngh\u0129 c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean (x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng tu\u00e2n th\u1ee7 c\u00e1c ch\u00ednh s\u00e1ch, quy \u0111\u1ecbnh c\u00f4ng ty) v\u00e0 c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n ra ngo\u00e0i th\u00f4ng qua l\u1eddi n\u00f3i v\u00e0 c\u1eed ch\u1ec9 khi gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u0111\u01b0\u1ee3c t\u1eadn d\u1ee5ng t\u1ed1i \u0111a b\u1edfi c\u00e1c Agent nh\u1edd v\u00e0o qu\u00e1 tr\u00ecnh tuy\u1ec3n d\u1ee5ng ph\u00f9 h\u1ee3p, \u0111\u00e0o t\u1ea1o chuy\u00ean s\u00e2u, \u0111o l\u01b0\u1eddng v\u00e0 qu\u1ea3n tr\u1ecb tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac.<\/p>\n<ul>\n<li><strong>86%<\/strong>\u00a0kh\u00e1ch h\u00e0ng cho r\u1eb1ng m\u1ed9t ph\u1ea3n \u1ee9ng c\u1ea3m x\u00fac t\u00edch c\u1ef1c c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean s\u1ebd khi\u1ebfn h\u1ecd th\u00edch li\u00ean l\u1ea1c v\u1edbi doanh nghi\u1ec7p th\u00eam nh\u1eefng l\u1ea7n v\u1ec1 sau.<\/li>\n<li><strong>95%<\/strong>\u00a0c\u00e1c quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n trong ti\u1ec1m th\u1ee9c (c\u1ea3m x\u00fac).<\/li>\n<\/ul>\n<p>Theo m\u1ed9t nghi\u00ean c\u1ee9u chuy\u00ean s\u00e2u c\u1ee7a T\u1ea1p ch\u00ed Khoa h\u1ecdc X\u00e3 h\u1ed9i \u0110\u1ecba Trung H\u1ea3i, tr\u00ed th\u00f4ng minh c\u1ea3m x\u00fac l\u00e0 y\u1ebfu t\u1ed1 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh quan tr\u1ecdng nh\u1ea5t c\u1ee7a c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o n\u1ebfu mu\u1ed1n qu\u1ea3n tr\u1ecb \u0111\u1ed9i ng\u0169 c\u1ee7a m\u00ecnh hi\u1ec7u qu\u1ea3, b\u1ec1n v\u1eefng. Trong \u0111\u00f3 c\u0169ng bao g\u1ed3m v\u1ea5n \u0111\u1ec1 qu\u1ea3n tr\u1ecb nh\u00e2n s\u1ef1 trong b\u1ed9 ph\u1eadn Contact Center. Nh\u1eefng nh\u00e0 l\u00e3nh \u0111\u1ea1o bi\u1ebft s\u1eed d\u1ee5ng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac ph\u00f9 h\u1ee3p c\u00f3 kh\u1ea3 n\u0103ng \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh mang t\u00ednh thuy\u1ebft ph\u1ee5c v\u00e0 mang l\u1ea1i s\u1ef1 \u0111o\u00e0n k\u1ebft \u0111\u1ed9i ng\u0169 cao h\u01a1n.<\/p>\n<h2><strong>Tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac quan tr\u1ecdng \u0111\u1ed1i v\u1edbi t\u1ed5ng \u0111\u00e0i vi\u00ean th\u1ebf n\u00e0o?<\/strong><\/h2>\n<p>T\u1ed5ng \u0111\u00e0i Contact Cente<a href=\"https:\/\/bell24vietnam.vn\/en\/pages\/contact-center\/\">r<\/a>\u00a0l\u00e0 b\u1ed9 ph\u1eadn th\u1ec3 hi\u1ec7n tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac t\u01b0\u01a1ng \u0111\u1ed1i nhi\u1ec1u, \u0111\u1eb7c bi\u1ec7t \u0111\u1ed1i v\u1edbi c\u00e1c b\u1ed9 ph\u1eadn chuy\u00ean gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng. C\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean (Agent) c\u00f3 c\u01a1 h\u1ed9i t\u1eadn d\u1ee5ng hi\u1ec7u qu\u1ea3 tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac \u0111\u1ec3 d\u1ec5 d\u00e0ng x\u1eed l\u00fd y\u00eau c\u1ea7u t\u1eeb kh\u00e1ch h\u00e0ng, x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7, t\u0103ng kh\u1ea3 n\u0103ng b\u00e1n h\u00e0ng, gi\u1ea3m chi ph\u00ed, t\u0103ng l\u1ee3i nhu\u1eadn b\u1ec1n v\u1eefng.<\/p>\n<p><strong>Ba\u0300i vi\u00ea\u0301t b\u00f4\u0309 i\u0301ch:<\/strong><\/p>\n<ul>\n<li><span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/art-of-resolving-customer-complaints-in-the-best-possible-way\/\">Quy tri\u0300nh x\u01b0\u0309 ly\u0301 y\u00eau c\u00e2\u0300u, khi\u00ea\u0301u na\u0323i kha\u0301ch ha\u0300ng chu\u00e2\u0309n.<\/a><\/span><\/li>\n<li><span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-service-mindset\/\">T\u01b0 duy di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng.<\/a><\/span><\/li>\n<\/ul>\n<p>Ngo\u00e0i ra vi\u1ec7c s\u1eed d\u1ee5ng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac c\u00f3 ti\u00eau chu\u1ea9n v\u00e0 s\u1ef1 t\u01b0\u01a1ng \u0111\u1ed3ng trong c\u00e1c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u1ecdi nh\u00e2n s\u1ef1 trong doanh nghi\u1ec7p, c\u00f2n t\u1ea1o ra m\u1ed9t v\u0169 kh\u00ed c\u1ea1nh tranh s\u1eafc b\u00e9n &#8211; V\u0103n h\u00f3a doanh nghi\u1ec7p.<\/p>\n<h2><strong>4 \u1ee8ng x\u1eed c\u1ea3m x\u00fac kh\u00f4n kh\u00e9o trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/strong><\/h2>\n<p>V\u1edbi m\u1ee5c ti\u00eau h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c k\u1ebft n\u1ed1i c\u1ea3m x\u00fac th\u00ec vi\u1ec7c Agent ch\u1ec9 t\u1ecf ra \u0111\u1ed3ng c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4i l\u00e0 ch\u01b0a \u0111\u1ee7. N\u00f3 \u0111\u00f2i h\u1ecfi Agent ph\u1ea3i c\u00f3 t\u01b0 duy v\u00e0 x\u1eed l\u00fd theo nh\u1eefng c\u00e1ch nh\u1ea5t \u0111\u1ecbnh trong t\u1eebng tr\u01b0\u1eddng h\u1ee3p t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/ren-luyen-tri-tue-cam-xuc_01153614578648faa112b80f44062158.jpg\" alt=\"re\u0300n luy\u00ea\u0323n tri\u0301 tu\u00ea\u0323 ca\u0309m xu\u0301c\" \/><\/p>\n<h3><strong>1. D\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n<p>Agent n\u00ean ch\u00fa \u00fd \u0111\u1ebfn c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m v\u00e0 t\u00edn hi\u1ec7u b\u1eb1ng gi\u1ecdng n\u00f3i \u0111\u1ec3 n\u1eafm b\u1eaft s\u1edbm \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 s\u1ef1 chu\u1ea9n b\u1ecb v\u00e0 \u0111\u01b0a ra nh\u1eefng ph\u01b0\u01a1ng \u00e1n x\u1eed l\u00fd ph\u00f9 h\u1ee3p, nh\u1eb1m r\u00fat ng\u1eafn th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<h3><strong>2. Gi\u1ea3i th\u00edch v\u00e0 bi\u1ec7n minh.<\/strong><\/h3>\n<p>Trong m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p c\u1ea7n thi\u1ebft, Agent n\u00ean \u0111\u1eb7t c\u00e2u h\u1ecfi \u0111\u1ec3 l\u00e0m r\u00f5 \u0111\u01b0\u1ee3c nhu c\u1ea7u th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u1eefng v\u01b0\u1edbng m\u1eafc m\u00e0 h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i. B\u1eb1ng c\u00e1ch hi\u1ec3u \u0111\u01b0\u1ee3c t\u01b0\u1eddng t\u1eadn nhu c\u1ea7u, Agent c\u00f3 th\u1ec3 gi\u1ea3i th\u00edch v\u00e0 bi\u1ec7n minh theo c\u00e1c xu h\u01b0\u1edbng t\u00ecnh hu\u1ed1ng, b\u1ed1i c\u1ea3nh, ki\u1ebfn th\u1ee9c n\u00e2ng cao h\u01a1n.<\/p>\n<h3><strong>3. Gi\u00e1o d\u1ee5c kh\u00e1ch h\u00e0ng.<\/strong><\/h3>\n<p>Khi kh\u00e1ch h\u00e0ng \u0111\u00e3 bi\u1ebft \u0111\u01b0\u1ee3c h\u01b0\u1edbng gi\u1ea3i quy\u1ebft, T\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 th\u1ec3 \u0111\u01b0a cu\u1ed9c h\u1ed9i tho\u1ea1i \u0111\u1ebfn c\u1ea5p \u0111\u1ed9 ti\u1ebfp theo b\u1eb1ng c\u00e1ch cung c\u1ea5p th\u00f4ng tin s\u1ea3n ph\u1ea9m c\u00f3 \u00edch cho h\u1ecd \u1edf hi\u1ec7n t\u1ea1i v\u00e0 t\u01b0\u01a1ng lai, ho\u1eb7c c\u00e1c ch\u00ednh s\u00e1ch \u0111\u00e3i ng\u1ed9 \u0111\u1eb7c bi\u1ec7t.<\/p>\n<h3><strong>4. X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7.<\/strong><\/h3>\n<p>Trong m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p cho ph\u00e9p, h\u00e3y\u00a0b\u1eaft \u0111\u1ea7u cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c c\u00e2u h\u1ecfi th\u00e2n m\u1eadt nh\u01b0: B\u1ea1n c\u00f3 kh\u1ecfe kh\u00f4ng? \u0111\u1ec3 th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m. Nh\u1edd nh\u1eefng c\u00e2u h\u1ecfi n\u00e0y, b\u1ea1n cung c\u00f3 c\u01a1 h\u1ed9i khai th\u00e1c th\u00f4ng tin t\u1eeb kh\u00e1ch h\u00e0ng nhi\u1ec1u h\u01a1n, kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y th\u1eadt g\u1ea7n g\u0169i.<\/p>\n<p><strong>Ba\u0323n co\u0301 th\u00ea\u0309 re\u0300n luy\u00ea\u0323n nh\u01b0\u0303ng ca\u0301ch \u01b0\u0301ng x\u01b0\u0309 tr\u00ean hi\u00ea\u0323u qua\u0309 h\u01a1n v\u01a1\u0301i ca\u0301c n\u00f4\u0323i dung sau \u0111\u00e2y:<\/strong><\/p>\n<ul>\n<li>Ky\u0303 n\u0103ng giao ti\u00ea\u0301p qua t\u00f4\u0309ng \u0111a\u0300i \u0111i\u00ea\u0323n thoa\u0323i.<\/li>\n<li>C\u00e1ch s\u01b0\u0309 du\u0323ng ng\u00f4n t\u01b0\u0300 hi\u00ea\u0323u qua\u0309 khi n\u00f3i chuy\u1ec7n v\u01a1\u0301i kha\u0301ch ha\u0300ng<\/li>\n<li>T\u01b0 duy di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng &#8211; T\u00f4\u0309ng h\u01a1\u0323p ki\u00ea\u0301n th\u01b0\u0301c giu\u0301p ba\u0323n tha\u0300nh c\u00f4ng<\/li>\n<\/ul>\n<h2><strong>R\u00e8n luy\u1ec7n tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac cho t\u00f4\u0309ng \u0111a\u0300i vi\u00ean.<\/strong><\/h2>\n<ul>\n<li>Hu\u1ea5n luy\u1ec7n T\u00f4\u0309ng \u0111a\u0300i vi\u00ean (T\u0110V) th\u00f4ng qua c\u00e1c cu\u1ed9c g\u1ecdi m\u00f4 ph\u1ecfng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ph\u1ea3n \u1ee9ng c\u1ea3m x\u00fac c\u1ee7a h\u1ecd, th\u1ef1c hi\u1ec7n ghi ch\u00fa v\u00e0 c\u1ea3i thi\u1ec7n.<\/li>\n<li>T\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c gi\u00fap T\u0110V c\u1ee7a b\u1ea1n c\u00f3 kh\u1ea3 n\u0103ng ch\u1ecbu \u00e1p l\u1ef1c cao d\u01b0\u1edbi t\u00e1c \u0111\u1ed9ng c\u1ee7a t\u00e2m l\u00fd v\u00e0 k\u1ef7 lu\u1eadt. Gi\u00fap T\u0110V bi\u1ebft c\u00e1ch \u0111\u1ed1i ph\u00f3 v\u1edbi c\u0103ng th\u1eb3ng m\u00e0 kh\u00f4ng th\u1ec3 hi\u1ec7n \u0111i\u1ec1u \u0111\u00f3 v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li>X\u00e2y d\u1ef1ng c\u01a1 ch\u1ebf \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 d\u1ef1a tr\u00ean c\u1ea3m x\u00fac c\u1ee7a cu\u1ed9c g\u1ecdi.<\/li>\n<li>Hu\u1ea5n luy\u1ec7n chuy\u00ean s\u00e2u c\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u1ecdc v\u1ecb kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<h2><strong>\u0110o l\u01b0\u1eddng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac c\u1ee7a t\u1ed5ng \u0111\u00e0i Contact Center.<\/strong><\/h2>\n<p><em>B\u1ea1n c\u00f3 ngh\u0129 r\u1eb1ng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac s\u1ebd \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c?\u00a0<\/em><\/p>\n<p>V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7 n\u00f3i chung v\u00e0 tr\u00ed th\u00f4ng minh nh\u00e2n t\u1ea1o n\u00f3i ri\u00eang, vi\u1ec7c \u0111o l\u01b0\u1eddng tr\u00ed tu\u1ec7 c\u1ea3m x\u00fac trong giao ti\u1ebfp hi\u1ec7n nay l\u00e0 ho\u00e0n to\u00e0n kh\u1ea3 thi v\u1edbi\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/sentiment-analysis-phan-tich-cam-xuc-khach-hang\/\">c\u00f4ng ngh\u1ec7 Sentiment Analysis<\/a><\/span>.<\/p>\n<h3><strong>Sentiment analysis la\u0300 gi\u0300?<\/strong><\/h3>\n<p>Sentiment analysis (Ph\u00e2n ti\u0301ch ca\u0309m xu\u0301c) la\u0300 c\u00f4ng ngh\u00ea\u0323 \u0111\u01b0\u01a1\u0323c s\u01b0\u0309 du\u0323ng \u0111\u00ea\u0309 \u0111o l\u01b0\u01a1\u0300ng xu\u0301c ca\u0309m trong th\u00f4ng \u0111i\u00ea\u0323p truy\u00ea\u0300n ta\u0309i d\u01b0\u0323a va\u0300o nh\u01b0\u0303ng \u0111\u0103\u0323c \u0111i\u00ea\u0309m \u0111\u01b0\u01a1\u0323c l\u00e2\u0323p tri\u0300nh s\u0103\u0303n d\u01b0\u0323a tr\u00ean thang \u0111i\u00ea\u0309m m\u0103\u0323c \u0111i\u0323nh trong h\u00ea\u0323 th\u00f4\u0301ng, co\u0301 s\u01b0\u0323 ta\u0301c \u0111\u00f4\u0323ng cu\u0309a ng\u01b0\u0303 ca\u0309nh, kh\u00f4ng gian, th\u01a1\u0300i gian,..<\/p>\n<p>\u1ee8ng d\u1ee5ng n\u00e0y c\u00f3 kh\u1ea3 n\u0103ng x\u00e1c \u0111\u1ecbnh c\u1ea3m x\u00fac t\u1eeb 2 ph\u00eda: Kh\u00e1ch h\u00e0ng\u00a0 v\u00e0 nh\u00e2n vi\u00ean CSKH.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/sentiment_analysis_edad528db65a4539be85107bf360f9f6.jpg\" alt=\"\u0111o l\u01b0\u01a1\u0300ng tri\u0301 tu\u00ea\u0323 ca\u0309m xu\u0301c\" \/><\/p>\n<p>\u0110\u00e2y l\u00e0 m\u1ed9t \u1ee9ng d\u1ee5ng th\u00f4ng minh, c\u00f3 \u1ea3nh h\u01b0\u1edfng m\u1ea1nh m\u1ebd \u0111\u1ebfn hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, B\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o th\u00eam v\u1ec1 c\u00f4ng ngh\u1ec7 n\u00e0y t\u1ea1i b\u00e0i vi\u1ebft sau \u0111\u00e2y:\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/sentiment-analysis-phan-tich-cam-xuc-khach-hang\/\">Sentiment Analysis &#8211; Ph\u00e2n ti\u0301ch ca\u0309m xu\u0301c kha\u0301ch ha\u0300ng qua v\u0103n ba\u0309n &amp; cu\u00f4\u0323c go\u0323i<\/a><\/span><\/p>\n<p><strong>Bellsystem24-Vietnam<\/strong><\/p>\n<p><strong>\u0110\u01a1n vi\u0323 cung c\u00e2\u0301p gia\u0309i pha\u0301p Contact center th\u00f4ng minh ha\u0300ng \u0111\u00e2\u0300u Vi\u00ea\u0323t Nam<\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Con \u0111\u01b0\u1eddng d\u1eabn \u0111\u1ebfn th\u00e0nh c\u00f4ng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u00e8o l\u00e1i b\u1eb1ng con t\u00e0u mang t\u00ean \u201cC\u1ea3m [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6518,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[7],"tags":[39],"class_list":["post-6517","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cong-nghe","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>TRI\u0301 TU\u00ca\u0323 CA\u0309M XU\u0301C: CH\u00ccA KH\u00d3A N\u00c2NG T\u1ea6M TR\u1ea2I NGHI\u1ec6M KHA\u0301CH HA\u0300NG<\/title>\n<meta name=\"description\" content=\"Con \u0111\u01b0\u1eddng d\u1eabn \u0111\u1ebfn th\u00e0nh c\u00f4ng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u00e8o l\u00e1i b\u1eb1ng con t\u00e0u mang t\u00ean \u201cC\u1ea3m x\u00fac\u201d. 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