{"id":6864,"date":"2020-09-12T16:48:55","date_gmt":"2020-09-12T09:48:55","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6864"},"modified":"2020-09-12T16:48:55","modified_gmt":"2020-09-12T09:48:55","slug":"ban-da-san-sang-cho-the-he-z","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/ban-da-san-sang-cho-the-he-z\/","title":{"rendered":"ARE YOU READY FOR GENERATION Z?"},"content":{"rendered":"

Reg Dutton<\/strong>\u00a0t\u1eeb t\u1ed5 ch\u1ee9c\u00a0EvaluAgent<\/strong>\u00a0th\u1ea3o lu\u1eadn v\u1ec1 vi\u1ec7c c\u00e1c\u00a0Contact Center<\/strong>\u00a0c\u00f3 chu\u1ea9n b\u1ecb s\u1eb5n s\u00e0ng cho th\u1ebf h\u1ec7 nh\u00e2n vi\u00ean m\u1edbi c\u1ee7a h\u1ecd. \u0110i c\u00f9ng v\u1edbi th\u1ebf h\u1ec7 m\u1edbi c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua t\u1ed5ng \u0111\u00e0i (th\u1ebf h\u1ec7 Z) l\u00e0 vi\u1ec7c l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 t\u1ea1o \u0111\u1ed9ng l\u1ef1c.<\/p>\n

C\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0\u00a0Post-Millennials<\/strong>, th\u1ebf h\u1ec7 Z sinh ra v\u00e0o \u0111\u1ea7u thi\u00ean ni\u00ean k\u1ef7\u00a0(1995-2014)<\/strong>. H\u1ecd c\u00f3 th\u1ebf m\u1ea1nh ri\u00eang v\u00e0 \u0111ang \u0111\u01b0a quan \u0111i\u1ec3m \u0111\u1ed9c \u0111\u00e1o c\u1ee7a m\u00ecnh \u0111\u1ebfn v\u1edbi c\u00e1c t\u1ed5 ch\u1ee9c h\u1ecd tham gia.<\/p>\n

V\u1eady ch\u00fang ta c\u1ea7n bi\u1ebft \u0111i\u1ec1u g\u00ec v\u1ec1 nh\u1eefng th\u1ebf h\u1ec7 t\u00e0i n\u0103ng ti\u1ebfp theo n\u00e0y? \u0110\u1ec3 tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi n\u00e0y, c\u00f4ng ty nghi\u00ean c\u1ee9u v\u00e0 t\u01b0 v\u1ea5n to\u00e0n c\u1ea7u Universum \u0111\u00e3 kh\u1ea3o s\u00e1t\u00a049.000 th\u00e0nh vi\u00ean<\/strong>\u00a0belong to\u00a0Gen Z<\/strong>\u00a0tr\u00ean\u00a047<\/strong>\u00a0qu\u1ed1c gia, v\u00e0 \u0111\u00e2y l\u00e0 nh\u1eefng g\u00ec h\u1ecd k\u1ebft lu\u1eadn.<\/p>\n

L\u1ef1c l\u01b0\u1ee3ng \u201cc\u01b0 d\u00e2n k\u1ef9 thu\u1eadt s\u1ed1\u201d n\u00e0y \u0111\u00e3 l\u1edbn l\u00ean trong m\u1ed9t th\u1ebf gi\u1edbi \u0111\u1ea7y b\u1ea5t \u1ed5n v\u1ec1 t\u00e0i ch\u00ednh v\u00e0 ch\u00ednh tr\u1ecb, k\u1ebft qu\u1ea3 l\u00e0 h\u1ecd quan t\u00e2m \u0111\u1ebfn vi\u1ec7c ki\u1ebfm ti\u1ec1n v\u00e0 l\u00e0m cho th\u1ebf gi\u1edbi tr\u1edf n\u00ean t\u1ed1t \u0111\u1eb9p h\u01a1n.<\/p>\n

B\u00e1o c\u00e1o c\u0169ng ch\u1ec9 ra r\u0103ng th\u1ebf h\u1ec7 Z l\u00e0 th\u1ebf h\u1ec7 \u0111\u1ea7u ti\u00ean \u201cto\u00e0n c\u1ea7u h\u00f3a\u201d. M\u1ecdi c\u00f4ng ty \u0111\u1ec1u ph\u1ea3i c\u1ea9n th\u1eadn khi h\u1ecd ngh\u0129 r\u1eb1ng h\u1ecd s\u1ebd hi\u1ec3u \u0111\u01b0\u1ee3c th\u1ebf h\u1ec7 nh\u00e2n vi\u00ean ti\u1ebfp theo c\u1ee7a m\u00ecnh.<\/p>\n

Quan \u0111i\u1ec3m n\u00e0y \u0111\u01b0\u1ee3c l\u1eb7p l\u1ea1i trong m\u1ed9t b\u00e0i vi\u1ebft tr\u00edch d\u1eabn\u00a0Jim Link<\/strong>, Gi\u00e1m \u0111\u1ed1c T\u00e0i nguy\u00ean Nh\u00e2n s\u1ef1 c\u1ee7a\u00a0Randstad<\/strong>:\u00a0\u201cC\u00e1c c\u00f4ng ty th\u1ef1c s\u1ef1 c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn th\u00e0nh c\u00f4ng tuy\u1ec3n d\u1ee5ng khi h\u1ecd g\u00e2y \u0111\u01b0\u1ee3c s\u1ef1 ch\u00fa \u00fd cho th\u1ebf h\u1ec7 n\u00e0y.\u201d<\/em><\/p>\n

Nh\u01b0ng tr\u01b0\u1edbc khi d\u00e0nh th\u1eddi gian \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng ng\u01b0\u1eddi thu\u1ed9c th\u1ebf h\u1ec7 m\u1edbi, h\u00e3y t\u1ef1 h\u1ecfi b\u1ea3n th\u00e2n:\u00a0\u0111i\u1ec1u \u0111\u00f3 s\u1ebd gi\u00fap \u00edch g\u00ec cho b\u1ea1n?<\/strong><\/p>\n

Li\u1ec7u ch\u00fang ta c\u00f3 th\u1ec3 th\u1ef1c s\u1ef1 \u0111\u1ecbnh ngh\u0129a t\u00ednh c\u00e1ch c\u1ee7a m\u1ed9t ng\u01b0\u1eddi b\u1eb1ng th\u1eddi gian h\u1ecd sinh ra?<\/strong><\/h2>\n

Ch\u1eafc ch\u1eafn kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi sinh ra v\u00e0o m\u1ed9t th\u1ebf h\u1ec7 n\u00e0o \u0111\u00f3 \u0111\u1ec1u h\u00e0nh x\u1eed theo c\u00e1ch gi\u1ed1ng nhau. R\u1ed1t cu\u1ed9c, kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u tin v\u00e0o tr\u00e1i tim?<\/p>\n

T\u1ea1i sao ph\u1ea3i d\u1eebng l\u1ea1i \u1edf th\u1eddi \u0111\u1ea1i m\u00e0 con ng\u01b0\u1eddi \u0111\u01b0\u1ee3c sinh ra? Ch\u00fang ta c\u00f3 th\u1ec3 t\u00ecm hi\u1ec3u v\u1ec1 cung ho\u00e0ng \u0111\u1ea1o. Hay n\u0103m sinh c\u1ee7a h\u1ecd l\u00e0 con Gi\u00e1p n\u00e0o? Nh\u01b0ng sau t\u1ea5t c\u1ea3, lu\u00f4n c\u00f3 nh\u1eefng th\u1eed nghi\u1ec7m t\u00ednh c\u00e1ch nh\u01b0 Jungian, nh\u01b0 Ch\u1ec9 th\u1ecb Lo\u1ea1i Myers-Briggs (MBTI) \u0111\u1ec3 b\u1ea1n hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 m\u1ed9t ng\u01b0\u1eddi.<\/p>\n

Trong m\u1ed9t th\u1ebf gi\u1edbi l\u00fd t\u01b0\u1edfng, t\u1ea5t c\u1ea3 ch\u00fang ta \u0111\u1ec1u mu\u1ed1n t\u00ecm hi\u1ec3u m\u1ecdi c\u00e1 nh\u00e2n \u1edf m\u1ed9t m\u1ee9c \u0111\u1ed9 chi ti\u1ebft, nh\u01b0ng khi b\u1ea1n qu\u1ea3n l\u00fd 50, 100, 500, 1000 \u0111\u1ea1i l\u00fd th\u00ec \u0111i\u1ec1u \u0111\u00f3 kh\u00f4ng th\u1ef1c t\u1ebf.<\/p>\n

C\u00e1c doanh nghi\u1ec7p \u0111ang ph\u1ea3i v\u1eadt l\u1ed9n \u0111\u1ec3 c\u00f3 th\u1ec3 ti\u1ebfp nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u th\u1ebf h\u1ec7 hi\u1ec7n \u0111ang l\u00e0m vi\u1ec7c; s\u1ef1 b\u1ed5 sung c\u1ee7a th\u1ebf h\u1ec7 Z \u0111\u01a1n gi\u1ea3n ch\u1ec9 th\u00eam m\u1ed9t l\u1edbp kh\u00e1c v\u00e0o m\u1ed9t h\u1ed7n h\u1ee3p \u0111\u00e3 s\u1eb5n ph\u1ee9c t\u1ea1p.<\/p>\n

Gi\u1ea3i ph\u00e1p kh\u00f4ng ph\u1ea3i l\u00e0 s\u1ef1 t\u00e1ch r\u1eddi, n\u00f3 l\u00e0 s\u1ef1 th\u1ed1ng nh\u1ea5t!<\/strong><\/h2>\n

Baby Boomers, th\u1ebf h\u1ec7 X, Millennials, th\u1ebf h\u1ec7 Z; h\u1ed7n h\u1ee3p n\u00e0y bao g\u1ed3m c\u00e1c c\u00e1 th\u1ec3 kh\u00e1c nhau lu\u00f4n lu\u00f4n c\u00f3 kh\u1ea3 n\u0103ng g\u00e2y ra m\u1ed9t m\u1ee9c \u0111\u1ed9 ma s\u00e1t, r\u1ed1i lo\u1ea1n v\u00e0 th\u1eadm ch\u00ed xung \u0111\u1ed9t.<\/p>\n

\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 th\u1eeba nh\u1eadn c\u00e1c th\u1ebf h\u1ec7 kh\u00e1c nhau, nh\u01b0ng sau \u0111\u00f3 t\u00ecm ra m\u1ed9t gi\u1ea3i ph\u00e1p chung, theo \u0111\u00f3 t\u1ea5t c\u1ea3 h\u1ecd c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n.<\/p>\n

M\u1ecdi ng\u01b0\u1eddi n\u00ean c\u00f3 quy\u1ec1n truy c\u1eadp k\u1ecbp th\u1eddi, nh\u1eefng th\u00f4ng tin li\u00ean quan \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ea1t r\u00f5 r\u00e0ng v\u00e0 c\u00f3 \u00fd ngh\u0129a \u0111\u1ed1i v\u1edbi c\u1ea3 th\u00f4ng tin n\u1ed9i b\u1ed9 v\u00e0 nh\u1eefng th\u00f4ng tin t\u1ed5ng h\u1ee3p \u0111\u01b0\u1ee3c.<\/p>\n

Giao ti\u1ebfp l\u00e0 ch\u00eca kh\u00f3a<\/strong><\/h2>\n

Trong m\u1ed9t k\u1ef7 nguy\u00ean b\u1ecb chi ph\u1ed1i b\u1edfi s\u1ef1 c\u1ea7n thi\u1ebft c\u1ee7a vi\u1ec7c thu th\u1eadp th\u00f4ng tin nhanh, nhi\u1ec1u contact center v\u1eabn d\u1ef1a v\u00e0o c\u00e1c quy tr\u00ecnh l\u1ed7i th\u1eddi nh\u01b0 b\u1ea3ng t\u00ednh.<\/p>\n

Contact Center<\/strong>\u00a0trong th\u1ebf k\u1ef7 21 \u0111\u00f2i h\u1ecfi c\u00e1c c\u00f4ng c\u1ee5 th\u00f4ng minh h\u01a1n, th\u00f4ng tin r\u00f5 r\u00e0ng v\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc m\u00e0 m\u1ecdi ng\u01b0\u1eddi c\u00f3 th\u1ec3 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c.<\/p>\n

\u0110\u00f3 l\u00e0 l\u00fd do t\u1ea1i sao c\u00e1c c\u00f4ng ty \u0111\u00e3 t\u1eadp trung r\u1ea5t nhi\u1ec1u n\u1ed7 l\u1ef1c c\u1ee7a h\u1ecd v\u00e0o vi\u1ec7c t\u1ea1o b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n (dashboard) h\u1ea5p d\u1eabn v\u00e0 tr\u1ef1c quan h\u01a1n \u0111\u1ec3 ph\u1ed5 bi\u1ebfn th\u00f4ng tin theo m\u1ed9t \u0111\u1ecbnh d\u1ea1ng t\u1ed5ng qu\u00e1t d\u1ec5 hi\u1ec3u.<\/p>\n

Nh\u1eefng b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n n\u00e0y \u0111\u00e3 \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n v\u00e0 sau \u0111\u00f3 tr\u00ecnh b\u00e0y n\u00f3 m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n.<\/p>\n

C\u00e1c ch\u1ec9 s\u1ed1 c\u1ee7a kh\u00e1ch h\u00e0ng, ho\u1ea1t \u0111\u1ed9ng c\u1ee7a \u0111\u1ea1i l\u00fd v\u00e0 t\u1ed5ng quan v\u1ec1 qu\u1ea3n l\u00fd ch\u01b0a bao gi\u1edd d\u1ec5 d\u00e0ng nh\u1eadn bi\u1ebft v\u00e0 h\u00e0nh \u0111\u1ed9ng.<\/p>\n

H\u01a1n n\u1eefa, th\u00f4ng qua c\u00e1ch truy\u1ec1n t\u1ea3i th\u00f4ng tin r\u00f5 r\u00e0ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn c\u00e1c \u201cagent\u201d, b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n (dashboard) t\u0103ng c\u01b0\u1eddng kh\u1ea3 n\u0103ng ho\u1ea1t \u0111\u1ed9ng c\u1ee7a nh\u00f3m, l\u00e0m t\u0103ng s\u1ef1 tham gia v\u00e0 \u0111\u1ed9ng l\u1ef1c th\u00fac \u0111\u1ea9y.<\/p>\n

Cung c\u1ea5p th\u00f4ng tin r\u00f5 r\u00e0ng, th\u1eddi gian th\u1ef1c \u0111\u1ebfn to\u00e0n b\u1ed9 l\u1ef1c l\u01b0\u1ee3ng lao \u0111\u1ed9ng gi\u00fap m\u1ecdi ng\u01b0\u1eddi th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd hi\u1ec7u qu\u1ea3 h\u01a1n. V\u00e0 t\u1ea5t nhi\u00ean, n\u00f3 gi\u00fap cho t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 ti\u1ec1n b\u1ea1c trong khi c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

\u0110\u00fang l\u00e0 c\u00e1c\u00a0\u201cagent\u201d<\/strong>\u00a0trong trung t\u00e2m li\u00ean l\u1ea1c c\u1ee7a b\u1ea1n thu\u1ed9c v\u1ec1 c\u00e1c th\u1ebf h\u1ec7 kh\u00e1c nhau, m\u1ed7i ng\u01b0\u1eddi \u0111\u1ec1u c\u00f3 phong c\u00e1ch l\u00e0m vi\u1ec7c \u0111\u1ed9c \u0111\u00e1o c\u1ee7a ri\u00eang m\u00ecnh.<\/p>\n

Nh\u01b0ng c\u00f3 m\u1ed9t ho\u1ea1t \u0111\u1ed9ng k\u1ebft h\u1ee3p m\u1ecdi ng\u01b0\u1eddi \u1edf m\u1ecdi l\u1ee9a tu\u1ed5i, k\u1ec3 t\u1eeb l\u00fac b\u1eaft \u0111\u1ea7u.<\/p>\n

N\u00f3 \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 giao ti\u1ebfp, v\u00e0 \u0111\u00f3 l\u00e0 \u0111i\u1ec1u m\u00e0 m\u1ecdi th\u1ebf h\u1ec7 c\u00f3 th\u1ec3 \u0111\u1ed3ng \u00fd.<\/p>\n

B\u00e0i \u0111\u0103ng tr\u00ean blog n\u00e0y \u0111\u00e3 \u0111\u01b0\u1ee3c t\u00e1i xu\u1ea5t b\u1ea3n theo s\u1ef1 cho ph\u00e9p c\u1ee7a EvaluAgent.<\/p>","protected":false},"excerpt":{"rendered":"

Reg Dutton\u00a0t\u1eeb t\u1ed5 ch\u1ee9c\u00a0EvaluAgent\u00a0th\u1ea3o lu\u1eadn v\u1ec1 vi\u1ec7c c\u00e1c\u00a0Contact Center\u00a0c\u00f3 chu\u1ea9n b\u1ecb s\u1eb5n s\u00e0ng cho th\u1ebf h\u1ec7 nh\u00e2n vi\u00ean m\u1edbi c\u1ee7a […]<\/p>","protected":false},"author":1,"featured_media":6865,"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":[12],"tags":[],"class_list":["post-6864","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"\nB\u1ea0N \u0110\u00c3 S\u1eb4N S\u00c0NG CHO TH\u1ebe H\u1ec6 Z? 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