{"id":6740,"date":"2020-09-12T14:11:41","date_gmt":"2020-09-12T07:11:41","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6740"},"modified":"2026-03-24T14:48:39","modified_gmt":"2026-03-24T07:48:39","slug":"omni-channel-contact-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/omni-channel-contact-center\/","title":{"rendered":"OMNI CHANNEL L\u00c0 G\u00cc? L\u1ee2I \u00cdCH, TH\u00c1CH TH\u1ee8C V\u00c0 L\u1ed8 TR\u00ccNH TRI\u1ec2N KHAI"},"content":{"rendered":"

Omni Channel l\u00e0 chi\u1ebfn l\u01b0\u1ee3c t\u00edch h\u1ee3p t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c c\u1ee7a doanh nghi\u1ec7p, t\u1eeb c\u1eeda h\u00e0ng, website, \u1ee9ng d\u1ee5ng, m\u1ea1ng x\u00e3 h\u1ed9i, t\u1ed5ng \u0111\u00e0i, th\u00e0nh m\u1ed9t h\u1ec7 th\u1ed1ng th\u1ed1ng nh\u1ea5t, trong \u0111\u00f3 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c chia s\u1ebb xuy\u00ean su\u1ed1t v\u00e0 tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c duy tr\u00ec li\u00ean t\u1ee5c b\u1ea5t k\u1ec3 kh\u00e1ch h\u00e0ng \u0111ang d\u00f9ng k\u00eanh n\u00e0o.<\/p>\n

\u0110i\u1ec3m m\u1ea5u ch\u1ed1t c\u1ee7a Omni Channel kh\u00f4ng ph\u1ea3i l\u00e0 s\u1ed1 l\u01b0\u1ee3ng k\u00eanh, m\u00e0 l\u00e0 s\u1ef1 k\u1ebft n\u1ed1i gi\u1eefa ch\u00fang. M\u1ed9t doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec7n di\u1ec7n tr\u00ean 10 k\u00eanh nh\u01b0ng v\u1eabn kh\u00f4ng ph\u1ea3i Omni Channel n\u1ebfu m\u1ed7i k\u00eanh ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed9c l\u1eadp v\u00e0 kh\u00f4ng chia s\u1ebb th\u00f4ng tin \u0111\u1ed3ng nh\u1ea5t v\u1edbi nhau.<\/p>\n

\"omni-channel\"<\/p>\n

Omni Channel Contact Center l\u00e0 g\u00ec?<\/h2>\n

Omni Channel Contact Center<\/a><\/span> l\u00e0 m\u00f4 h\u00ecnh trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng trong \u0111\u00f3 t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c \u2014 tho\u1ea1i, email, live chat, m\u1ea1ng x\u00e3 h\u1ed9i, Zalo, SMS, App \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t, chia s\u1ebb d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c v\u00e0 duy tr\u00ec s\u1ef1 li\u00ean t\u1ee5c c\u1ee7a cu\u1ed9c h\u1ed9i tho\u1ea1i qua m\u1ecdi k\u00eanh.<\/p>\n

C\u00f3 m\u1ed9t \u0111i\u1ec3m c\u1ed1t l\u00f5i c\u1ea7n hi\u1ec3u r\u1eb1ng, Omni Channel kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 “c\u00f3 m\u1eb7t tr\u00ean nhi\u1ec1u k\u00eanh.” m\u00e0 l\u00e0 t\u00edch h\u1ee3p c\u00e1c k\u00eanh v\u1edbi nhau<\/em>. Trong m\u00f4 h\u00ecnh Omni Channel, khi kh\u00e1ch h\u00e0ng chuy\u1ec3n t\u1eeb chat sang \u0111i\u1ec7n tho\u1ea1i, t\u1ed5ng \u0111\u00e0i vi\u00ean nh\u1eadn cu\u1ed9c g\u1ecdi \u0111\u00f3 s\u1ebd th\u1ea5y ngay to\u00e0n b\u1ed9 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c tr\u01b0\u1edbc \u0111\u00f3, kh\u00f4ng c\u1ea7n kh\u00e1ch h\u00e0ng gi\u1ea3i th\u00edch l\u1ea1i.<\/p>\n

S\u1ef1 kh\u00e1c nhau gi\u1eefa Multichannel vs Omnichannel<\/h2>\n

\u0110\u00e2y l\u00e0 \u0111i\u1ec3m nh\u1ea7m l\u1eabn ph\u1ed5 bi\u1ebfn nh\u1ea5t khi doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 gi\u1ea3i ph\u00e1p Contact Center, v\u00e0 s\u1ef1 nh\u1ea7m l\u1eabn n\u00e0y th\u01b0\u1eddng d\u1eabn \u0111\u1ebfn \u0111\u1ea7u t\u01b0 kh\u00f4ng \u0111\u00fang ch\u1ed7.<\/p>\n\n\n\n\n\n\n\n\n\n\n
Criteria<\/th>\nMultichannel<\/th>\nOmnichannel<\/th>\n<\/tr>\n<\/thead>\n
K\u00eanh t\u01b0\u01a1ng t\u00e1c<\/td>\nNhi\u1ec1u k\u00eanh, ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed9c l\u1eadp<\/td>\nNhi\u1ec1u k\u00eanh, k\u1ebft n\u1ed1i v\u00e0 chia s\u1ebb d\u1eef li\u1ec7u<\/td>\n<\/tr>\n
D\u1eef li\u1ec7u<\/td>\nL\u01b0u ri\u00eang theo t\u1eebng k\u00eanh<\/td>\nH\u1ee3p nh\u1ea5t tr\u00ean m\u1ed9t h\u1ed3 s\u01a1 duy nh\u1ea5t<\/td>\n<\/tr>\n
Chuy\u1ec3n k\u00eanh<\/td>\nKh\u00e1ch h\u00e0ng ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i t\u1eeb \u0111\u1ea7u<\/td>\nLi\u00ean t\u1ee5c, agent th\u1ea5y \u0111\u1ea7y \u0111\u1ee7 l\u1ecbch s\u1eed<\/td>\n<\/tr>\n
G\u00f3c nh\u00ecn<\/td>\nT\u1eadp trung v\u00e0o k\u00eanh<\/td>\nT\u1eadp trung v\u00e0o customer journey<\/a><\/span><\/td>\n<\/tr>\n
Report<\/td>\nTheo t\u1eebng k\u00eanh ri\u00eang l\u1ebb<\/td>\nTheo t\u1eebng k\u00eanh ho\u1eb7c t\u1ed5ng h\u1ee3p to\u00e0n h\u00e0nh tr\u00ecnh<\/td>\n<\/tr>\n
FCR<\/td>\nT\u00ednh ri\u00eang theo k\u00eanh<\/td>\nT\u00ednh theo to\u00e0n b\u1ed9 v\u1ea5n \u0111\u1ec1<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

<\/h2>\n

L\u1ee3i \u00edch c\u1ee7a Omni Channel Contact Center<\/h2>\n

C\u00f9ng v\u1edbi c\u00f4ng ngh\u1ec7, h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng gi\u1edd \u0111\u00e2y \u0111\u00e3 thay \u0111\u1ed5i r\u1ea5t nhi\u1ec1u. Kh\u00e1ch h\u00e0ng hi\u1ec7n nay kh\u00f4ng trung th\u00e0nh v\u1edbi m\u1ed9t k\u00eanh, h\u1ecd d\u00f9ng k\u00eanh n\u00e0o ti\u1ec7n nh\u1ea5t t\u1ea1i th\u1eddi \u0111i\u1ec3m \u0111\u00f3. Bu\u1ed5i s\u00e1ng nh\u1eafn tin Zalo. Bu\u1ed5i tr\u01b0a g\u1ecdi \u0111i\u1ec7n. T\u1ed1i g\u1eedi email. V\u00e0 h\u1ecd k\u1ef3 v\u1ecdng doanh nghi\u1ec7p nh\u1edb to\u00e0n b\u1ed9 ng\u1eef c\u1ea3nh \u0111\u00f3, kh\u00f4ng c\u1ea7n ph\u1ea3i nh\u1eafc l\u1ea1i.<\/p>\n

Increase FCR<\/a><\/span> \u2014 gi\u1ea3i quy\u1ebft \u0111\u00fang v\u1ea5n \u0111\u1ec1 ngay l\u1ea7n \u0111\u1ea7u<\/h3>\n

Khi agent c\u00f3 \u0111\u1ea7y \u0111\u1ee7 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng ngay khi b\u1eaft m\u00e1y, kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft d\u1ee9t \u0111i\u1ec3m trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u00f3 s\u1ebd t\u0103ng l\u00ean \u0111\u00e1ng k\u1ec3. Kh\u00f4ng c\u00f2n t\u00ecnh tr\u1ea1ng agent h\u1ecfi l\u1ea1i nh\u1eefng th\u00f4ng tin kh\u00e1ch \u0111\u00e3 cung c\u1ea5p tr\u01b0\u1edbc \u0111\u00f3, gi\u1ea3m th\u1eddi gian tra c\u1ee9u t\u1eeb nhi\u1ec1u h\u1ec7 th\u1ed1ng ri\u00eang l\u1ebb.<\/p>\n

Reduce AHT<\/a><\/span> \u2014 agent x\u1eed l\u00fd nhanh h\u01a1n khi c\u00f3 \u0111\u1ee7 th\u00f4ng tin<\/h3>\n

Ph\u1ea7n l\u1edbn th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi b\u1ecb l\u00e3ng ph\u00ed \u1edf b\u01b0\u1edbc thu th\u1eadp th\u00f4ng tin, h\u1ecfi t\u00ean, h\u1ecfi m\u00e3 \u0111\u01a1n h\u00e0ng, h\u1ecfi l\u1ea7n tr\u01b0\u1edbc g\u1eb7p v\u1ea5n \u0111\u1ec1 g\u00ec. Trong h\u1ec7 th\u1ed1ng Omnichannel, th\u00f4ng tin \u0111\u00f3 \u0111\u00e3 c\u00f3 s\u1eb5n tr\u00ean m\u00e0n h\u00ecnh agent tr\u01b0\u1edbc khi cu\u1ed9c g\u1ecdi b\u1eaft \u0111\u1ea7u. AHT gi\u1ea3m kh\u00f4ng ph\u1ea3i v\u00ec agent l\u00e0m nhanh h\u01a1n, m\u00e0 v\u00ec h\u1ecd kh\u00f4ng ph\u1ea3i l\u00e0m nh\u1eefng vi\u1ec7c h\u1ec7 th\u1ed1ng \u0111\u00e1ng l\u1ebd \u0111\u00e3 l\u00e0m thay.<\/p>\n

C\u1ea3i thi\u1ec7n CSAT<\/span><\/a> \u2014 kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u1eb7p l\u1ea1i<\/h3>\n

M\u1ed9t trong nh\u1eefng nguy\u00ean nh\u00e2n h\u00e0ng \u0111\u1ea7u khi\u1ebfn CSAT th\u1ea5p trong Contact Center kh\u00f4ng ph\u1ea3i l\u00e0 v\u1ea5n \u0111\u1ec1 kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, m\u00e0 l\u00e0 c\u1ea3m gi\u00e1c kh\u00f4ng \u0111\u01b0\u1ee3c l\u1eafng nghe khi ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i l\u1ea7n th\u1ee9 hai, th\u1ee9 ba. Omnichannel gi\u00fap gi\u1ea3i quy\u1ebft tr\u1ef1c ti\u1ebfp v\u1ea5n \u0111\u1ec1 n\u00e0y \u1edf c\u1ea5p \u0111\u1ed9 h\u1ec7 th\u1ed1ng.<\/p>\n

T\u1ed1i \u01b0u ph\u00e2n b\u1ed5 nh\u00e2n l\u1ef1c theo l\u01b0u l\u01b0\u1ee3ng th\u1ef1c t\u1ebf<\/h3>\n

Khi t\u1ea5t c\u1ea3 k\u00eanh \u0111\u01b0a d\u1eef li\u1ec7u v\u1ec1 m\u1ed9t n\u1ec1n t\u1ea3ng, supervisor c\u00f3 th\u1ec3 th\u1ea5y to\u00e0n b\u1ed9 l\u01b0u l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c theo th\u1eddi gian th\u1ef1c. T\u1eeb \u0111\u00f3 ph\u00e2n b\u1ed5 agent linh ho\u1ea1t h\u01a1n: khi k\u00eanh chat t\u0103ng \u0111\u1ed9t bi\u1ebfn nh\u01b0ng tho\u1ea1i th\u1ea5p, c\u00f3 th\u1ec3 \u0111i\u1ec1u ph\u1ed1i agent tho\u1ea1i h\u1ed7 tr\u1ee3 chat m\u00e0 kh\u00f4ng c\u1ea7n tuy\u1ec3n th\u00eam nh\u00e2n s\u1ef1.<\/p>\n

T\u1eadn d\u1ee5ng d\u1eef li\u1ec7u h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n

B\u00e1o c\u00e1o t\u1eeb h\u1ec7 th\u1ed1ng Omnichannel kh\u00f4ng ch\u1ec9 cho bi\u1ebft “c\u00f3 bao nhi\u00eau cu\u1ed9c g\u1ecdi h\u00f4m nay” m\u00e0 cho bi\u1ebft to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh: kh\u00e1ch h\u00e0ng th\u01b0\u1eddng b\u1eaft \u0111\u1ea7u t\u1eeb k\u00eanh n\u00e0o, chuy\u1ec3n qua k\u00eanh n\u00e0o, v\u1ea5n \u0111\u1ec1 n\u00e0o th\u01b0\u1eddng c\u1ea7n nhi\u1ec1u h\u01a1n m\u1ed9t k\u00eanh \u0111\u1ec3 gi\u1ea3i quy\u1ebft, k\u00eanh n\u00e0o c\u00f3 th\u1ec3 x\u1eed l\u00fd d\u1ee9t \u0111i\u1ec3m v\u1ea5n \u0111\u1ec1 nhi\u1ec1u nh\u1ea5t. \u0110\u00e2y l\u00e0 d\u1eef li\u1ec7u \u0111\u1ec3 c\u1ea3i thi\u1ec7n quy tr\u00ecnh, kh\u00f4ng ch\u1ec9 \u0111\u1ec3 b\u00e1o c\u00e1o.<\/p>\n

C\u00e1c k\u00eanh trong Omni Channel Contact Center<\/h2>\n

M\u1ed9t h\u1ec7 th\u1ed1ng Omni Channel Contact Center hi\u1ec7n \u0111\u1ea1i th\u01b0\u1eddng t\u00edch h\u1ee3p c\u00e1c k\u00eanh sau v\u00e0o m\u1ed9t n\u1ec1n t\u1ea3ng qu\u1ea3n l\u00fd h\u1ee3p nh\u1ea5t:<\/p>\n