{"id":6839,"date":"2021-09-12T16:17:47","date_gmt":"2021-09-12T09:17:47","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6839"},"modified":"2024-06-21T08:48:12","modified_gmt":"2024-06-21T08:48:12","slug":"so-lieu-thong-ke-trong-nganh-contact-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/so-lieu-thong-ke-trong-nganh-contact-center\/","title":{"rendered":"25 Important Statistics in the Contact Center Industry"},"content":{"rendered":"

Ng\u00e0nh c\u00f4ng nghi\u1ec7p\u00a0Contact Center<\/strong>\u00a0ng\u00e0y nay l\u00e0 m\u1ed9t trong nh\u1eefng ng\u00e0nh c\u00f4ng nghi\u1ec7p n\u1ed5i b\u1eadt nh\u1ea5t tr\u00ean th\u1ebf gi\u1edbi. H\u1ea7u nh\u01b0 m\u1ecdi c\u00f4ng ty ng\u00e0y nay \u0111\u1ec1u c\u00f3 m\u1ed9t Contact center v\u00e0 h\u00e0ng tri\u1ec7u ng\u01b0\u1eddi tr\u00ean kh\u1eafp th\u1ebf gi\u1edbi \u0111\u1ec1u c\u00f3 li\u00ean quan \u0111\u1ebfn l\u0129nh v\u1ef1c n\u00e0y.<\/p>\n

Nh\u01b0ng t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u bi\u1ebft r\u1eb1ng ng\u00e0nh c\u00f4ng nghi\u1ec7p\u00a0Contact center<\/strong>\u00a0c\u00f3 th\u1ec3 h\u01a1i h\u1ed7n \u0111\u1ed9n v\u00e0 kh\u00f4ng th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc \u0111\u01b0\u1ee3c. V\u00e0 \u0111\u1ec3 t\u1ed3n t\u1ea1i, b\u1ea1n c\u1ea7n ch\u00fa \u00fd \u0111\u1ebfn nh\u1eefng xu h\u01b0\u1edbng g\u1ea7n \u0111\u00e2y. V\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 nh\u01b0 v\u1eady l\u00e0 nh\u00ecn v\u00e0o m\u1ed9t s\u1ed1 th\u1ed1ng k\u00ea d\u01b0\u1edbi \u0111\u00e2y.<\/p>\n

Nh\u1eefng s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea n\u00e0y s\u1ebd kh\u00f4ng ch\u1ec9 gi\u00fap b\u1ea1n hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1c xu h\u01b0\u1edbng g\u1ea7n \u0111\u00e2y trong m\u1ecdi kh\u00eda c\u1ea1nh c\u1ee7a ng\u00e0nh, ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 l\u00ean \u00fd t\u01b0\u1edfng v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng lai cho Contact center c\u1ee7a ch\u00ednh m\u00ecnh.<\/p>\n

Trong b\u00e0i chia s\u1ebb n\u00e0y, ch\u00fang t\u00f4i mang \u0111\u1ebfn cho b\u1ea1n\u00a025 con s\u1ed1<\/strong>\u00a0th\u1ed1ng k\u00ea quan tr\u1ecdng s\u1ebd l\u00e0m s\u00e1ng t\u1ecf\u00a06 kh\u00eda c\u1ea1nh<\/strong>\u00a0kh\u00e1c nhau c\u1ee7a ng\u00e0nh\u00a0Contact Center<\/strong>. Ch\u00fang t\u00f4i c\u0169ng \u0111\u00e3 \u0111\u01b0a ra \u00fd ki\u1ebfn ri\u00eang c\u1ee7a m\u00ecnh d\u1ef1a tr\u00ean c\u00e1c s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea \u0111\u00f3. Ch\u00fang t\u00f4i hy v\u1ecdng r\u1eb1ng b\u1ea1n s\u1ebd t\u00ecm th\u1ea5y nh\u1eefng k\u1ebft qu\u1ea3 h\u1eefu \u00edch sau khi tham kh\u1ea3o h\u1ebft b\u00e0i vi\u1ebft h\u00f4m nay.<\/p>\n

Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

\"customer<\/p>\n

1)<\/strong>\u00a0V\u1edbi 60% kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean lu\u00f4n tr\u1ea3 th\u00eam ti\u1ec1n \u0111\u1ec3 cho tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh t\u1ed1t h\u01a1n, tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t \u01b0u ti\u00ean cao cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng ngay c\u1ea3 trong m\u1ed9t n\u1ec1n kinh t\u1ebf \u00e2m. (Ngu\u1ed3n: Harris Interactive<\/strong><\/em>).<\/p>\n

2)<\/strong>\u00a0Trong 4 n\u0103m qua, t\u1ef7 l\u1ec7 ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u1edbi m\u1ed9t c\u00f4ng ty do tr\u1ea3i nghi\u1ec7m h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb c\u00f4ng ty \u0111\u00f3 kh\u00f4ng t\u1ed1t \u0111\u00e3 t\u0103ng t\u1eeb 59% l\u00ean 86%. (Ngu\u1ed3n: Harris Interactive<\/strong><\/em>)<\/p>\n

3)<\/strong>\u00a0Sau m\u1ed9t tr\u1ea3i nghi\u1ec7m k\u00e9m ch\u1ea5t l\u01b0\u1ee3ng th\u00ec c\u00f3 89% ng\u01b0\u1eddi ti\u00eau d\u00f9ng r\u1eddi b\u1ecf c\u00f4ng ty c\u0169 v\u00e0 chuy\u1ec3n h\u01b0\u1edbng sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. (Ngu\u1ed3n: Harris Interactive<\/strong><\/em>)<\/p>\n

4)<\/strong>\u00a0Trong t\u00ecnh hu\u1ed1ng t\u01b0\u01a1ng t\u1ef1, 59% s\u1ebd th\u1eed m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u ho\u1eb7c c\u00f4ng ty m\u1edbi v\u1edbi mong mu\u1ed1n tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n. (Ngu\u1ed3n: American Express<\/strong><\/em>)<\/p>\n

Quan \u0111i\u1ec3m c\u1ee7a ch\u00fang t\u00f4i<\/strong><\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng n\u00ean xem nh\u1eb9. Ng\u00e0y nay, kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng sang su\u1ed1t h\u01a1n v\u00e0 ch\u1ecdn l\u1ef1a k\u1ef9 c\u00e0ng h\u01a1n. N\u1ebfu ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n k\u00e9m, b\u1ea1n ch\u1eafc ch\u1eafn s\u1ebd m\u1ea5t kh\u00e1ch h\u00e0ng quan tr\u1ecdng tr\u01b0\u1edbc c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a m\u00ecnh. Th\u1eadt th\u00fa v\u1ecb, h\u1ea7u h\u1ebft nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y \u0111\u1ec1u s\u1eb5n s\u00e0ng tr\u1ea3 nhi\u1ec1u ti\u1ec1n h\u01a1n cho tr\u1ea3i nghi\u1ec7m v\u00e0 d\u1ecbch v\u1ee5 cao c\u1ea5p h\u01a1n.<\/p>\n

T\u1ef1 ph\u1ee5c v\u1ee5 v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a cu\u1ed9c g\u1ecdi<\/strong><\/h2>\n

\"\u0111o<\/p>\n

5)<\/strong>\u00a0\u0110\u1ebfn n\u0103m 2020, kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 th\u1ec3 duy tr\u00ec 85% m\u1ed1i quan h\u1ec7 v\u1edbi m\u1ed9t c\u00f4ng ty m\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 t\u01b0\u01a1ng t\u00e1c v\u1edbi con ng\u01b0\u1eddi. (Ngu\u1ed3n: Gartner<\/strong><\/em>)<\/p>\n

6)<\/strong>\u00a0C\u00e1c Contact center t\u1ea1i M\u1ef9 chi ti\u00eau 12,4 t\u1ef7 \u0111\u00f4 la m\u1ed7i n\u0103m \u0111\u1ec3 x\u00e1c minh ng\u01b0\u1eddi g\u1ecdi l\u00e0 ai. 59% s\u1ed1 cu\u1ed9c g\u1ecdi y\u00eau c\u1ea7u x\u00e1c minh danh t\u00ednh, nh\u01b0ng ch\u1ec9 c\u00f3 3% trong s\u1ed1 n\u00e0y \u0111\u01b0\u1ee3c x\u1eed l\u00fd ho\u00e0n to\u00e0n th\u00f4ng qua quy tr\u00ecnh t\u1ef1 \u0111\u1ed9ng. (Ngu\u1ed3n: ContactBabel<\/strong><\/em>)<\/p>\n

7)<\/strong>\u00a0IVR chi\u1ebfm 27% t\u1ed5ng s\u1ed1 cu\u1ed9c g\u1ecdi. Tuy nhi\u00ean, hi\u1ec7n t\u1ea1i ch\u1ec9 c\u00f3 7% c\u00e1c t\u1ed5 ch\u1ee9c cung c\u1ea5p gi\u1ea3i ph\u00e1p IVR mang l\u1ea1i tr\u1ea3i nghi\u1ec7m v\u01b0\u1ee3t tr\u1ed9i (CSAT) so v\u1edbi gi\u1ea3i ph\u00e1p agent tr\u1ef1c ti\u1ebfp c\u1ee7a h\u1ecd. (Ngu\u1ed3n: JD Power & Associates)<\/strong><\/em><\/p>\n

Quan \u0111i\u1ec3m c\u1ee7a ch\u00fang t\u00f4i<\/strong><\/p>\n

T\u1ef1 ph\u1ee5c v\u1ee5 l\u00e0 t\u01b0\u01a1ng lai c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Khi s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang thay \u0111\u1ed5i nhanh ch\u00f3ng, h\u1ecd mong \u0111\u1ee3i v\u00e0 y\u00eau c\u1ea7u d\u1ecbch v\u1ee5 ngay l\u1eadp t\u1ee9c v\u00e0 tr\u1ea3i nghi\u1ec7m v\u01b0\u1ee3t tr\u1ed9i. Ng\u00e0y nay, kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i s\u1ef1 th\u1ecfa m\u00e3n t\u1ee9c th\u1eddi v\u00e0 l\u00e0m nh\u01b0 v\u1eady, h\u1ecd c\u1ea7n c\u00f3 nh\u1eefng c\u00f4ng c\u1ee5 c\u1ea7n thi\u1ebft ngay trong \u0111\u1ea7u h\u1ecd \u0111\u1ec3 gi\u00fap h\u1ecd gi\u1eef li\u00ean l\u1ea1c v\u1edbi c\u00e1c Contact center th\u00f4ng qua nhi\u1ec1u k\u00eanh truy\u1ec1n th\u00f4ng. H\u1ecd kh\u00f4ng mu\u1ed1n ch\u1edd \u0111\u1ee3i l\u00e2u.<\/p>\n

\u0110\u1ec3 t\u1ed3n t\u1ea1i trong chi\u1ebfn tr\u01b0\u1eddng n\u00e0y, b\u1ea1n s\u1ebd c\u1ea7n ph\u1ea3i \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nhu c\u1ea7u v\u1ec1 d\u1ecbch v\u1ee5 t\u1ef1 ph\u1ee5c v\u1ee5 v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng t\u1ee9c kh\u1eafc. V\u00e0 c\u00e1ch duy nh\u1ea5t \u0111\u1ec3 l\u00e0m vi\u1ec7c \u0111\u00f3 l\u00e0 \u00e1p d\u1ee5ng tr\u00ed th\u00f4ng minh nh\u00e2n t\u1ea1o \u0111\u1ec3 n\u00e2ng cao d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty m\u00ecnh.<\/p>\n

Qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 hi\u1ec7u su\u1ea5t<\/strong><\/h2>\n

\"\u0111o<\/p>\n

8)<\/strong>\u00a0Ch\u1ec9 c\u00f3 31% c\u00f4ng ty gi\u00e1m s\u00e1t ch\u1eb7t ch\u1ebd ch\u1ea5t l\u01b0\u1ee3ng quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau. (Ngu\u1ed3n: Nghi\u00ean c\u1ee9u c\u1ee7a Forrester<\/strong><\/em>)<\/p>\n

9)<\/strong>\u00a067% c\u00e1c t\u1ed5 ch\u1ee9c xem truy c\u1eadp v\u00e0o c\u00e1c s\u1ed1 li\u1ec7u th\u1eddi gian th\u1ef1c ho\u1eb7c g\u1ea7n th\u1eddi gian th\u1ef1c nh\u01b0 l\u00e0 m\u1ed9t kh\u1ea3 n\u0103ng r\u1ea5t quan tr\u1ecdng. Tuy nhi\u00ean, ch\u1ec9 c\u00f3 m\u1ed9t v\u00e0i c\u00f4ng ty (8%) \u0111\u01b0\u1ee3c truy c\u1eadp v\u00e0o ch\u1ec9 s\u1ed1 c\u1ee7a h\u1ecd ngay khi ch\u00fang \u0111\u01b0\u1ee3c t\u1ea1o ra. \u00cdt h\u01a1n 18% nh\u1eadn \u0111\u01b0\u1ee3c ch\u00fang trong c\u00f9ng m\u1ed9t ng\u00e0y, trong khi c\u00e1c c\u00f4ng ty c\u00f2n l\u1ea1i nh\u1eadn \u0111\u01b0\u1ee3c n\u00f3 trong v\u00f2ng b\u1ed1n tu\u1ea7n (Ngu\u1ed3n: Nghi\u00ean c\u1ee9u Ventana<\/strong><\/em>)<\/p>\n

10)<\/strong>\u00a060% c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i l\u00e0 qu\u00e1 tr\u00ecnh ho\u1eb7c \u0111\u00e0o t\u1ea1o h\u01b0\u1edbng. Trong h\u1ea7u h\u1ebft c\u00e1c tr\u01b0\u1eddng h\u1ee3p, c\u00e1c quy tr\u00ecnh kinh doanh kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00ec c\u00e1c agent kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nh\u1eefng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1eb7t ra trong l\u00fac t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: Frost & Sullivan<\/strong><\/em>)<\/p>\n

11)<\/strong>\u00a0C\u00e1c t\u1ed5 ch\u1ee9c t\u1eadp trung v\u00e0o vi\u1ec7c \u0111\u00e0o t\u1ea1o th\u01b0\u1eddng xuy\u00ean g\u1eb7t h\u00e1i nh\u1eefng l\u1ee3i \u00edch trong \u0111\u1ed9 ph\u00e2n gi\u1ea3i cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean\u00a065% \u0111\u1ed9 ph\u00e2n gi\u1ea3i cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean thay v\u00ec 58% \u0111\u1ed1i v\u1edbi nh\u1eefng ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean t\u1eadp hu\u1ea5n. (Ngu\u1ed3n: Parature<\/strong><\/em>)<\/p>\n

12)<\/strong>\u00a0Ch\u1ec9 c\u00f3 31% doanh nghi\u1ec7p c\u00f4ng nh\u1eadn v\u00e0 th\u01b0\u1edfng cho nh\u00e2n vi\u00ean \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: Nghi\u00ean c\u1ee9u c\u1ee7a Forrester<\/strong><\/em>)<\/p>\n

Quan \u0111i\u1ec3m c\u1ee7a ch\u00fang t\u00f4i<\/strong><\/p>\n

Nh\u1eefng s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea n\u00e0y cho th\u1ea5y khi n\u00f3i \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng qu\u1ea3n l\u00fd v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u su\u1ea5t, c\u00e1c c\u00f4ng ty c\u00f3 m\u1ed9t ch\u1eb7ng \u0111\u01b0\u1eddng d\u00e0i \u0111\u1ec3 \u0111i. H\u1ecd c\u1ea7n t\u1ed1i \u0111a h\u00f3a ti\u1ec1m n\u0103ng c\u1ee7a m\u1ed7i nh\u00e2n vi\u00ean v\u00e0 cung c\u1ea5p c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o c\u1ea7n thi\u1ebft.<\/p>\n

\u0110\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n t\u1eeb c\u00e1c n\u1ed7 l\u1ef1c \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng, c\u00e1c t\u1ed5 ch\u1ee9c n\u00ean xem l\u1ea1i c\u00e1ch ti\u1ebfp c\u1eadn \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng (QA). Qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng theo ph\u00e2n t\u00edch s\u1ebd cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 kinh doanh quan tr\u1ecdng c\u0169ng nh\u01b0 c\u00e1c c\u01a1 h\u1ed9i \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra doanh thu.<\/p>\n

\u0110a k\u00eanh<\/strong><\/h2>\n

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

13)\u00a0<\/strong>C\u00e1c k\u00eanh li\u00ean l\u1ea1c ngo\u1ea1i tr\u1eeb \u0111i\u1ec7n tho\u1ea1i, v\u00ed d\u1ee5: email, Web t\u1ef1 ph\u1ee5c v\u1ee5, tr\u00f2 chuy\u1ec7n, c\u0169ng nh\u01b0 c\u00e1c k\u1ef9 thu\u1eadt tr\u1ef1c tuy\u1ebfn kh\u00e1c chi\u1ebfm h\u01a1n 30% s\u1ed1 cam k\u1ebft d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng hi\u1ec7n nay. Web t\u1ef1 ph\u1ee5c v\u1ee5 v\u00e0 email l\u00e0 hai k\u00eanh li\u00ean l\u1ea1c n\u1ed5i b\u1eadt b\u00ean c\u1ea1nh \u0111i\u1ec7n tho\u1ea1i. (Ngu\u1ed3n: CFI Group<\/strong><\/em>)<\/p>\n

14)\u00a0<\/strong>T\u1ea1i M\u1ef9, 21% ng\u01b0\u1eddi mua s\u1eafm tr\u1ef1c tuy\u1ebfn \u1ee7ng h\u1ed9 tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp c\u0169ng nh\u01b0 s\u1ed1 ng\u01b0\u1eddi th\u00edch s\u1eed d\u1ee5ng \u0111i\u1ec7n tho\u1ea1i (23%). Con s\u1ed1 n\u00e0y \u0111ang \u0111i tr\u01b0\u1edbc ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i (2%). Tuy nhi\u00ean, Email v\u1eabn l\u00e0 ph\u01b0\u01a1ng th\u1ee9c truy\u1ec1n th\u00f4ng ph\u1ed5 bi\u1ebfn nh\u1ea5t cho ng\u01b0\u1eddi mua s\u1eafm tr\u1ef1c tuy\u1ebfn v\u1edbi 54% n\u00f3i r\u1eb1ng h\u1ecd th\u00edch ph\u01b0\u01a1ng ph\u00e1p n\u00e0y \u0111\u1ec3 n\u00f3i chuy\u1ec7n v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: BoldChat<\/strong><\/em>)<\/p>\n

15)\u00a0<\/strong>60% ng\u01b0\u1eddi tr\u01b0\u1edfng th\u00e0nh \u0111\u1ed9 tu\u1ed5i t\u1eeb 25-29 s\u1ed1ng trong c\u00e1c h\u1ed9 gia \u0111\u00ecnh ch\u1ec9 c\u00f3 \u0111i\u1ec7n tho\u1ea1i kh\u00f4ng d\u00e2y. (Ngu\u1ed3n: Trung t\u00e2m Ki\u1ec3m so\u00e1t d\u1ecbch b\u1ec7nh<\/strong><\/em>)<\/p>\n

Quan \u0111i\u1ec3m c\u1ee7a ch\u00fang t\u00f4i<\/strong><\/h3>\n

Ng\u00e0y nay, c\u00e1c contact center \u0111ang s\u1eed d\u1ee5ng c\u00e1c k\u00eanh kh\u00e1c nhau \u0111\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. Trong th\u1eddi \u0111\u1ea1i truy\u1ec1n th\u00f4ng th\u01b0\u1eddng xuy\u00ean n\u00e0y, kh\u00e1ch h\u00e0ng mong mu\u1ed1n c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty th\u00f4ng qua c\u00e1c k\u00eanh b\u1ea5t k\u1ef3 nh\u01b0 \u0111i\u1ec7n tho\u1ea1i, web, tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp ho\u1eb7c email. N\u1ebfu c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 \u0111\u1eb7t nhi\u1ec1u c\u0103ng th\u1eb3ng h\u01a1n trong vi\u1ec7c thu th\u1eadp th\u00f4ng tin chi ti\u1ebft t\u1eeb d\u1ecbch v\u1ee5 t\u1ef1 ph\u1ee5c v\u1ee5, tr\u00f2 chuy\u1ec7n qua web, email v\u00e0 c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n x\u00e3 h\u1ed9i. N\u00f3 c\u00f3 th\u1ec3 d\u1eabn ch\u00fang ta v\u00e0o vi\u1ec7c ph\u00e2n t\u00edch l\u1eddi n\u00f3i v\u00e0 v\u0103n b\u1ea3n.<\/p>\n

Speech and text analysis<\/strong><\/h2>\n

\"ph\u00e2n<\/p>\n

16)\u00a0<\/strong>Currently, there are more than 3,170 successful and active speech analytics deployments. (Source: SpeechTech<\/strong><\/em>)<\/p>\n

17)<\/strong>\u00a0Speech analytics was one of the two fastest-adopting tools for contact centers in 2012. Software adoption increased 59% and web chat increased 60%. (Ngu\u1ed3n: ContactBabel<\/strong><\/em>)<\/p>\n

18)<\/strong>\u00a0The speech analytics market is expected to continue to expand over the next few years, increasing from 25% in 2013 and 20% in 2014. (Source: DMG Consulting<\/strong><\/em>)<\/p>\n

19)<\/strong>\u00a0Speech analytics solutions are currently used in 24% of all organizations, mainly used by service, outsourcing and financial organizations. There is a lot of interest in implementing a new speech analytics system or replacing the speech analytics system in the near future, especially in the healthcare (45% companies), insurance (54%) and retail (40%) sectors. (Ngu\u1ed3n: ContactBabel<\/strong><\/em>)<\/p>\n

What do these Speech Analytics statistics say about the future of Contact centers?<\/p>\n

These statistics show that speech analytics is likely to be the fastest growing trend and influence the future of contact centers. Speech analytics allows you to identify calls, helps you improve first-call contact and reduce customer churn, and allows you to increase revenue and revenue through sharing best practices.<\/p>\n

Social Media<\/strong><\/h2>\n

\"ch\u0103m<\/p>\n

20)<\/strong>\u00a0Over 50% Facebook users and 80% Twitter users expect customer service requests to be responded to within one day or less (Source: Oracle<\/strong><\/em>)<\/p>\n

21)<\/strong>\u00a0Failure to respond via social channels may result in 15% losing existing customers. (Ngu\u1ed3n: Gartner<\/strong><\/em>)<\/p>\n

22)<\/strong>\u00a0Approximately 56% of customer contacts to the companies were ignored. (Source: Huffington Post \u201c100 Fascinating Social Statistics and Facts from 2012\u201d<\/strong><\/em>)<\/p>\n

23)<\/strong>\u00a019% customers with unsatisfactory service interactions shared their experiences via social media in 2010, an increase of 50% over 2009. (Source: Forrester<\/strong><\/em>).<\/p>\n

24)<\/strong>\u00a0Customers who wrote about their contact center experiences on social media and then received feedback from the company rating their overall satisfaction with the contact center were 20% and 15% more likely to recommend the company to others. (Source: CFI Group)<\/p>\n

25)<\/strong>\u00a0Service through social media increases customer satisfaction by 15-20%. (Ngu\u1ed3n: CFI Group<\/strong><\/em>)<\/p>\n

Quan \u0111i\u1ec3m c\u1ee7a ch\u00fang t\u00f4i<\/strong><\/h3>\n

Social media is likely to have a huge impact on the future of the Contact Center industry. After interacting with your company, customers can instantly report their frustrations or share positive experiences with just one click and the world will know about it. This is why the customer service you provide is more important than ever. Responding regularly to customer requests and comments on social media sites like Twitter, Facebook, Linkedin, blogs, and others is a good strategy.<\/p>\n

Statistics Tell One Thing and One Thing Only \u2013 You Need to Be Ready to Change with the Times.<\/em><\/strong><\/p>\n

In the Contact Center industry, it is important to be well prepared and practical. Overall, these statistics can show you that the future of Contact Centers is changing rapidly. To survive, you must be willing to adapt to these changes.<\/p>\n

<\/div>","protected":false},"excerpt":{"rendered":"

Ng\u00e0nh c\u00f4ng nghi\u1ec7p\u00a0Contact Center\u00a0ng\u00e0y nay l\u00e0 m\u1ed9t trong nh\u1eefng ng\u00e0nh c\u00f4ng nghi\u1ec7p n\u1ed5i b\u1eadt nh\u1ea5t tr\u00ean th\u1ebf gi\u1edbi. H\u1ea7u nh\u01b0 […]<\/p>","protected":false},"author":1,"featured_media":14714,"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":"default","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":"set","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":[12],"tags":[],"class_list":["post-6839","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"\n25 S\u1ed0 LI\u1ec6U TH\u1ed0NG K\u00ca QUAN TR\u1eccNG TRONG NG\u00c0NH CONTACT CENTER - 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