{"id":13964,"date":"2025-06-28T20:31:19","date_gmt":"2025-06-28T11:31:19","guid":{"rendered":"https:\/\/blog.timecrowd.net\/?p=13964"},"modified":"2025-06-28T20:33:16","modified_gmt":"2025-06-28T11:33:16","slug":"customer_support_goalsetting","status":"publish","type":"post","link":"https:\/\/blog.timecrowd.net\/customer_support_goalsetting\/","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3084\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u76ee\u6a19\uff08KPI\uff09\u8a2d\u5b9a\u3068\u306f\uff1f\u5177\u4f53\u7684\u306a\u65b9\u6cd5\u3084\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac"},"content":{"rendered":"<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3084\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u73fe\u5834\u65b9\u3067\u300c\u3069\u306e\u3088\u3046\u306a\u76ee\u6a19\u8a2d\u5b9a\u3092\u3059\u308b\u3079\u304d\u304b\u300d\u60a9\u307e\u308c\u3066\u3044\u308b\u65b9\u306f\u3044\u307e\u305b\u3093\u304b\u3002\u30b5\u30dd\u30fc\u30c8\u54c1\u8cea\u306e\u5411\u4e0a\u306f\u4f01\u696d\u306e\u7af6\u4e89\u529b\u3067\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3059\u4e00\u65b9\u3067\u3001\u5b9a\u91cf\u7684\u306a\u6307\u6a19\u8a2d\u5b9a\/\u632f\u308a\u8fd4\u308a\u304c\u96e3\u3057\u304f\u3001\u76ee\u6a19\u8a2d\u5b9a\u306b\u60a9\u3080\u65b9\u3082\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u660e\u78ba\u306a\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u7d44\u7e54\u5168\u4f53\u306e\u751f\u7523\u6027\u5411\u4e0a\u3084\u5f93\u696d\u54e1\u306e\u30b9\u30ad\u30eb\u30a2\u30c3\u30d7\u3001\u305d\u3057\u3066\u516c\u6b63\u306a\u4eba\u4e8b\u8a55\u4fa1\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u696d\u52d9\u306e\u65b9\u5411\u6027\u304c\u5b9a\u307e\u308a\u3001\u65e5\u3005\u306e\u696d\u52d9\u304c\u5177\u4f53\u7684\u306a\u6210\u679c\u306b\u3064\u306a\u304c\u308b\u6d3b\u52d5\u306b\u306a\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u76ee\u6a19\u8a2d\u5b9a\u306e\u65b9\u6cd5\u3084\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044\u3066\u89e3\u8aac\u3044\u305f\u3057\u307e\u3059\u3002\u5177\u4f53\u7684\u306a\u76ee\u6a19\u8a2d\u5b9a\u4f8b\u307e\u3067\u7d39\u4ecb\u3057\u307e\u3059\u306e\u3067\u3001\u305c\u3072\u53c2\u8003\u306b\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><a href=\"https:\/\/timecrowd.net\/inquiry\/materials\/document\"><img loading=\"lazy\" class=\"alignnone wp-image-13295 size-full\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/05\/blog_cta_task-management_01.jpg\" alt=\"\" width=\"1680\" height=\"1084\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/05\/blog_cta_task-management_01.jpg 1680w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/05\/blog_cta_task-management_01-768x496.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/05\/blog_cta_task-management_01-1536x991.jpg 1536w\" sizes=\"(max-width: 1680px) 100vw, 1680px\" \/><\/a><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">\u76ee\u6b21<\/p><ul class=\"toc_list\"><li><a href=\"#i\"><span class=\"toc_number toc_depth_1\">1<\/span> \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u30e1\u30ea\u30c3\u30c8<\/a><\/li><li><a href=\"#i-2\"><span class=\"toc_number toc_depth_1\">2<\/span> \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u969b\u306e\u30dd\u30a4\u30f3\u30c8<\/a><\/li><li><a href=\"#KPI\"><span class=\"toc_number toc_depth_1\">3<\/span> \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u5177\u4f53\u7684\u306a\u76ee\u6a19\uff08KPI\uff09\u8a2d\u5b9a\u4f8b<\/a><\/li><li><a href=\"#i-3\"><span class=\"toc_number toc_depth_1\">4<\/span> \u307e\u3068\u3081<\/a><\/li><\/ul><\/div>\n<h2><span id=\"i\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u30e1\u30ea\u30c3\u30c8<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone wp-image-12937 size-full\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.13.38.jpg\" alt=\"\" width=\"1784\" height=\"1184\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.13.38.jpg 1784w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.13.38-768x510.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.13.38-1536x1019.jpg 1536w\" sizes=\"(max-width: 1784px) 100vw, 1784px\" \/><\/p>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u73fe\u5834\u3067\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a\u30e1\u30ea\u30c3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u696d\u52d9\u6539\u5584\u306b\u3064\u306a\u304c\u308b<\/li>\n<li>\u30e1\u30f3\u30d0\u30fc\u306e\u7fd2\u719f\u5ea6\u304c\u308f\u304b\u308b<\/li>\n<li>\u5ba2\u89b3\u7684\u306a\u8a55\u4fa1\u304c\u3067\u304d\u308b<\/li>\n<\/ul>\n<h3>\u696d\u52d9\u6539\u5584\u306b\u3064\u306a\u304c\u308b<\/h3>\n<p><strong>\u76ee\u6a19\u8a2d\u5b9a\u306f\u3001\u696d\u52d9\u306b\u304a\u3051\u308b\u5177\u4f53\u7684\u306a\u6539\u5584\u70b9\u3092\u898b\u3064\u3051\u308b\u304d\u3063\u304b\u3051\u3068\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u305f\u3068\u3048\u3070\u3001\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092X%\u5411\u4e0a\u3055\u305b\u308b\u300d\u3068\u3044\u3046\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u305f\u5834\u5408\u3001\u73fe\u72b6\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u628a\u63e1\u3057\u3001\u306a\u305c\u305d\u306e\u6570\u5024\u306b\u7559\u307e\u3063\u3066\u3044\u308b\u306e\u304b\u3092\u5206\u6790\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u5206\u6790\u306e\u904e\u7a0b\u3067\u3001\u5fdc\u7b54\u6642\u9593\u306e\u9577\u3055\u3001\u89e3\u6c7a\u7b56\u306e\u63d0\u793a\u4e0d\u8db3\u3001\u3042\u308b\u3044\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u77e5\u8b58\u4e0d\u8db3\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u8ab2\u984c\u304c\u898b\u3048\u3066\u304f\u308b\u3067\u3057\u3087\u3046\u3002\u3053\u308c\u3089\u306e\u8ab2\u984c\u304c\u660e\u78ba\u306b\u306a\u308b\u3053\u3068\u3067\u3001\u512a\u5148\u7684\u306b\u53d6\u308a\u7d44\u3080\u3079\u304d\u6539\u5584\u7b56\u304c\u6d17\u3044\u51fa\u3055\u308c\u3001\u5177\u4f53\u7684\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u30d7\u30e9\u30f3\u306b\u843d\u3068\u3057\u8fbc\u3080\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30e1\u30f3\u30d0\u30fc\u306e\u7fd2\u719f\u5ea6\u304c\u308f\u304b\u308b<\/h3>\n<p><strong>\u76ee\u6a19\u306f\u3001\u500b\u3005\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30e1\u30f3\u30d0\u30fc\u306e\u30b9\u30ad\u30eb\u30ec\u30d9\u30eb\u3084\u7fd2\u719f\u5ea6\u3092\u5ba2\u89b3\u7684\u306b\u628a\u63e1\u3059\u308b\u6307\u6a19\u3068\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u305f\u3068\u3048\u3070\u3001\u300c\u554f\u3044\u5408\u308f\u305b\u306e\u89e3\u6c7a\u738780%\u4ee5\u4e0a\u300d\u3068\u3044\u3046\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3063\u305f\u5834\u5408\u3001\u3053\u306e\u76ee\u6a19\u3092\u9054\u6210\u3067\u304d\u3066\u3044\u308b\u30e1\u30f3\u30d0\u30fc\u3068\u305d\u3046\u3067\u306a\u3044\u30e1\u30f3\u30d0\u30fc\u3092\u6bd4\u8f03\u3059\u308b\u3053\u3068\u3067\u3001\u305d\u308c\u305e\u308c\u306e\u5f37\u307f\u3068\u5f31\u307f\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u89e3\u6c7a\u7387\u304c\u4f4e\u3044\u30e1\u30f3\u30d0\u30fc\u306b\u5bfe\u3057\u3066\u306f\u3001\u3069\u306e\u3088\u3046\u306a\u70b9\u304c\u8ab2\u984c\u3068\u306a\u3063\u3066\u3044\u308b\u306e\u304b\u3001\u305f\u3068\u3048\u3070\u5546\u54c1\u77e5\u8b58\u306e\u4e0d\u8db3\u3084\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30b9\u30ad\u30eb\u306e\u672a\u719f\u3055\u3001\u3042\u308b\u3044\u306f\u7279\u5b9a\u306e\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u306b\u5bfe\u3059\u308b\u5bfe\u5fdc\u7d4c\u9a13\u306e\u5c11\u306a\u3055\u306a\u3069\u304c\u660e\u3089\u304b\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u500b\u3005\u306e\u30e1\u30f3\u30d0\u30fc\u306b\u5408\u308f\u305b\u305f\u6559\u80b2\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u77e5\u8b58\u4e0d\u8db3\u3067\u3042\u308c\u3070\u7814\u4fee\u30d7\u30ed\u30b0\u30e9\u30e0\u3092\u7d44\u3093\u3060\u308a\u3001\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30b9\u30ad\u30eb\u304c\u8ab2\u984c\u3067\u3042\u308c\u3070\u30ed\u30fc\u30eb\u30d7\u30ec\u30a4\u30f3\u30b0\u3092\u5b9f\u65bd\u3057\u305f\u308a\u3068\u3001\u5177\u4f53\u7684\u306a\u80b2\u6210\u8a08\u753b\u3092\u7acb\u3066\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u76ee\u6a19\u9054\u6210\u5ea6\u5408\u3044\u3092\u5b9a\u671f\u7684\u306b\u78ba\u8a8d\u3059\u308b\u3053\u3068\u3067\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306e\u52b9\u679c\u6e2c\u5b9a\u3082\u884c\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h3>\u5ba2\u89b3\u7684\u306a\u8a55\u4fa1\u304c\u3067\u304d\u308b<\/h3>\n<p><strong>\u5c5e\u4eba\u7684\u306a\u8a55\u4fa1\u306b\u9665\u308a\u304c\u3061\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3044\u3066\u3001\u76ee\u6a19\u8a2d\u5b9a\u306f\u516c\u5e73\u3067\u5ba2\u89b3\u7684\u306a\u4eba\u4e8b\u8a55\u4fa1\u3092\u884c\u3046\u305f\u3081\u306b\u6b20\u304b\u305b\u306a\u3044\u6307\u6a19\u3068\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u660e\u78ba\u306a\u6570\u5024\u76ee\u6a19\u3092\u8a2d\u3051\u308c\u3070\u3001\u4e00\u4eba\u3072\u3068\u308a\u306e\u8ca2\u732e\u5ea6\u304c\u53ef\u8996\u5316\u3055\u308c\u3001\u7d0d\u5f97\u5ea6\u306e\u9ad8\u3044\u8a55\u4fa1\u3092\u884c\u3048\u307e\u3059\u3002\u307e\u305f\u3001\u4eee\u306b\u76ee\u6a19\u9054\u6210\u304c\u3067\u304d\u306a\u304b\u3063\u305f\u5834\u5408\u3067\u3082\u3001\u305d\u306e\u539f\u56e0\u3092\u5177\u4f53\u7684\u306a\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u6539\u5584\u7b56\u3092\u691c\u8a0e\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5358\u306b\u300c\u9811\u5f35\u308a\u304c\u8db3\u308a\u306a\u3044\u300d\u3068\u3044\u3046\u6f20\u7136\u3068\u3057\u305f\u8a55\u4fa1\u3067\u306f\u306a\u304f\u3001\u300c\u3053\u306e\u90e8\u5206\u304c\u76ee\u6a19\u306b\u5c4a\u304b\u306a\u304b\u3063\u305f\u306e\u3067\u3001\u6b21\u306f\u3053\u3053\u306b\u6ce8\u529b\u3057\u3088\u3046\u300d\u3068\u3044\u3046\u5177\u4f53\u7684\u306a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u304c\u53ef\u80fd\u306b\u306a\u308a\u3001\u30e1\u30f3\u30d0\u30fc\u306e\u4eca\u5f8c\u306e\u6210\u9577\u3092\u4fc3\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2><span id=\"i-2\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u969b\u306e\u30dd\u30a4\u30f3\u30c8<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone wp-image-12876 size-full\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.45.33.jpg\" alt=\"\" width=\"2168\" height=\"1438\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.45.33.jpg 2168w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.45.33-768x509.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.45.33-1536x1019.jpg 1536w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.45.33-2048x1358.jpg 2048w\" sizes=\"(max-width: 2168px) 100vw, 2168px\" \/><\/p>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u969b\u306b\u306f\u3001\u4e0b\u8a18\u306e\u30dd\u30a4\u30f3\u30c8\u306b\u6c17\u3092\u3064\u3051\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u3067\u304d\u308b\u3060\u3051\u5b9a\u91cf\u7684\u306b\u884c\u3046<\/li>\n<li>\u9054\u6210\u53ef\u80fd\u306a\u76ee\u6a19\u306b\u3059\u308b<\/li>\n<li>\u76ee\u6a19\u81f3\u4e0a\u4e3b\u7fa9\u306b\u306a\u308a\u3059\u304e\u306a\u3044<\/li>\n<\/ul>\n<h3>\u3067\u304d\u308b\u3060\u3051\u5b9a\u91cf\u7684\u306b\u884c\u3046<\/h3>\n<p><strong>\u76ee\u6a19\u8a2d\u5b9a\u306b\u304a\u3044\u3066\u6700\u3082\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u306e\u4e00\u3064\u306f\u3001\u3067\u304d\u308b\u3060\u3051\u5b9a\u91cf\u7684\u306b\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/strong><\/p>\n<p>\u5177\u4f53\u7684\u306a\u6570\u5024\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u9054\u6210\u5ea6\u5408\u3044\u304c\u660e\u78ba\u306b\u306a\u308a\u3001\u30e1\u30f3\u30d0\u30fc\u5168\u54e1\u304c\u540c\u3058\u65b9\u5411\u3092\u5411\u3044\u3066\u52aa\u529b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u300d\u3068\u3044\u3046\u76ee\u6a19\u3088\u308a\u3082\u3001\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u30a2\u30f3\u30b1\u30fc\u30c8\u306e\u5e73\u5747\u70b9\u30924.0\u304b\u30894.5\u306b\u4e0a\u3052\u308b\u300d\u3068\u3044\u3046\u76ee\u6a19\u306e\u65b9\u304c\u3001\u4f55\u3092\u3059\u3079\u304d\u304b\u304c\u660e\u78ba\u306b\u306a\u308a\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u4e0a\u3052\u308b\u305f\u3081\u306b\u306f\u3001\u5fdc\u7b54\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u306e\u304b\u3001\u554f\u3044\u5408\u308f\u305b\u89e3\u6c7a\u7387\u3092\u4e0a\u3052\u308b\u306e\u304b\u3001\u3042\u308b\u3044\u306f\u500b\u5225\u306e\u5bfe\u5fdc\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u306e\u304b\u306a\u3069\u3001\u5177\u4f53\u7684\u306a\u65bd\u7b56\u304c\u898b\u3048\u3066\u304f\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h3>\u9054\u6210\u53ef\u80fd\u306a\u76ee\u6a19\u306b\u3059\u308b<\/h3>\n<p><strong>\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u969b\u306b\u306f\u3001\u305d\u306e\u76ee\u6a19\u304c\u73fe\u5b9f\u7684\u306b\u9054\u6210\u53ef\u80fd\u3067\u3042\u308b\u304b\u3069\u3046\u304b\u3092\u8003\u616e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/strong>\u3044\u304f\u3089\u7d20\u6674\u3089\u3057\u3044\u76ee\u6a19\u3067\u3082\u3001\u3042\u307e\u308a\u306b\u3082\u975e\u73fe\u5b9f\u7684\u3067\u3042\u3063\u305f\u308a\u3001\u73fe\u72b6\u306e\u80fd\u529b\u3084\u30ea\u30bd\u30fc\u30b9\u3067\u306f\u5230\u5e95\u9054\u6210\u3067\u304d\u306a\u3044\u3088\u3046\u306a\u76ee\u6a19\u3067\u306f\u3001\u304b\u3048\u3063\u3066\u30e1\u30f3\u30d0\u30fc\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u4f4e\u4e0b\u3055\u305b\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u9ad8\u3059\u304e\u308b\u76ee\u6a19\u8a2d\u5b9a\u306f\u3001\u65e9\u671f\u306e\u8ae6\u3081\u3084\u3001\u9054\u6210\u4e0d\u53ef\u80fd\u3067\u3042\u308b\u3053\u3068\u3078\u306e\u4e0d\u6e80\u306b\u3064\u306a\u304c\u308a\u304b\u306d\u307e\u305b\u3093\u3002\u9054\u6210\u53ef\u80fd\u306a\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u305f\u3081\u306b\u306f\u3001\u307e\u305a\u306f\u73fe\u72b6\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6b63\u78ba\u306b\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u904e\u53bb\u306e\u30c7\u30fc\u30bf\u3084\u5b9f\u7e3e\u3092\u5206\u6790\u3057\u3001\u4f55\u304c\u3067\u304d\u3066\u3044\u3066\u3001\u4f55\u304c\u8ab2\u984c\u306a\u306e\u304b\u3092\u5ba2\u89b3\u7684\u306b\u8a8d\u8b58\u3059\u308b\u3053\u3068\u304b\u3089\u59cb\u3081\u307e\u3059\u3002\u305d\u306e\u3046\u3048\u3067\u3001\u76ee\u6a19\u9054\u6210\u306b\u5411\u3051\u3066\u5fc5\u8981\u3068\u306a\u308b\u30ea\u30bd\u30fc\u30b9\u3092\u8003\u616e\u3057\u3001\u7121\u7406\u306e\u306a\u3044\u7bc4\u56f2\u3067\u3001\u591a\u5c11\u306e\u30b9\u30c8\u30ec\u30c3\u30c1\u304c\u52b9\u3044\u305f\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p><strong>\u307e\u305f\u3001\u76ee\u6a19\u306f\u4e00\u5ea6\u8a2d\u5b9a\u3057\u305f\u3089\u7d42\u308f\u308a\u3067\u306f\u306a\u304f\u3001\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3057\u3092\u884c\u3046\u3053\u3068\u3082\u91cd\u8981\u3067\u3059\u3002<\/strong>\u5e02\u5834\u74b0\u5883\u306e\u5909\u5316\u3001\u9867\u5ba2\u30cb\u30fc\u30ba\u306e\u5909\u5316\u3001\u3042\u308b\u3044\u306f\u30c1\u30fc\u30e0\u306e\u6210\u9577\u306a\u3069\u306b\u3088\u3063\u3066\u3001\u9069\u5207\u306a\u76ee\u6a19\u30ec\u30d9\u30eb\u3082\u5909\u5316\u3057\u3066\u3044\u304d\u307e\u3059\u3002\u9032\u6357\u72b6\u6cc1\u3092\u5b9a\u671f\u7684\u306b\u78ba\u8a8d\u3057\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u76ee\u6a19\u306e\u4fee\u6b63\u3092\u884c\u3046\u67d4\u8edf\u6027\u3092\u6301\u3061\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u5e38\u306b\u6700\u9069\u306a\u76ee\u6a19\u8a2d\u5b9a\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9054\u6210\u53ef\u80fd\u306a\u76ee\u6a19\u306f\u3001\u30e1\u30f3\u30d0\u30fc\u306e\u52aa\u529b\u3092\u4fc3\u3057\u3001\u7740\u5b9f\u306a\u6210\u529f\u4f53\u9a13\u3092\u7a4d\u307f\u91cd\u306d\u308b\u3053\u3068\u3067\u3001\u3055\u3089\u306a\u308b\u6210\u9577\u3078\u3068\u3064\u306a\u304c\u3063\u3066\u3044\u304f\u306e\u3067\u3059\u3002<\/p>\n<h3>\u76ee\u6a19\u81f3\u4e0a\u4e3b\u7fa9\u306b\u306a\u308a\u3059\u304e\u306a\u3044<\/h3>\n<p><strong>\u76ee\u6a19\u8a2d\u5b9a\u306f\u91cd\u8981\u3067\u3059\u304c\u3001\u76ee\u6a19\u81f3\u4e0a\u4e3b\u7fa9\u306b\u9665\u308a\u3059\u304e\u306a\u3044\u3088\u3046\u306b\u6ce8\u610f\u3059\u308b\u3053\u3068\u3082\u5927\u5207\u3067\u3059\u3002<\/strong>\u76ee\u6a19\u9054\u6210\u306e\u307f\u306b\u56da\u308f\u308c\u3066\u3057\u307e\u3046\u3068\u3001\u9867\u5ba2\u5bfe\u5fdc\u306e\u8cea\u304c\u4f4e\u4e0b\u3057\u305f\u308a\u3001\u30e1\u30f3\u30d0\u30fc\u304c\u75b2\u5f0a\u3057\u3066\u3057\u307e\u3063\u305f\u308a\u3059\u308b\u30ea\u30b9\u30af\u304c\u3042\u308a\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u4e00\u4ef6\u3042\u305f\u308a\u306e\u51e6\u7406\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u300d\u3068\u3044\u3046\u76ee\u6a19\u3092\u8ffd\u6c42\u3057\u3059\u304e\u308b\u3068\u3001\u9867\u5ba2\u3078\u306e\u8aac\u660e\u304c\u4e0d\u5341\u5206\u306b\u306a\u3063\u305f\u308a\u3001\u9867\u5ba2\u306e\u771f\u306e\u30cb\u30fc\u30ba\u3092\u898b\u9003\u3057\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u7d50\u679c\u3068\u3057\u3066\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u4f4e\u4e0b\u3057\u3001\u9577\u671f\u7684\u306a\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u640d\u306d\u308b\u4e8b\u614b\u306b\u3082\u3064\u306a\u304c\u308a\u304b\u306d\u307e\u305b\u3093\u3002<\/p>\n<p>\u76ee\u6a19\u306f\u3042\u304f\u307e\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u8cea\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u624b\u6bb5\u3068\u3057\u3066\u3042\u308b\u3079\u304d\u3067\u3059\u3002\u76ee\u6a19\u9054\u6210\u306e\u904e\u7a0b\u3067\u3001\u9867\u5ba2\u3078\u306e\u5171\u611f\u3084\u4e01\u5be7\u306a\u5bfe\u5fdc\u3068\u3044\u3063\u305f\u3001\u6570\u5024\u3067\u306f\u6e2c\u308a\u3065\u3089\u3044\u5b9a\u6027\u7684\u306a\u8981\u7d20\u304c\u758e\u304b\u306b\u306a\u3089\u306a\u3044\u3088\u3046\u306b\u3001\u5e38\u306b\u610f\u8b58\u3057\u3066\u304a\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u307e\u305f\u3001\u76ee\u6a19\u9054\u6210\u306e\u30d7\u30ec\u30c3\u30b7\u30e3\u30fc\u304c\u904e\u5ea6\u306b\u306a\u308b\u3068\u3001\u30e1\u30f3\u30d0\u30fc\u304c\u7cbe\u795e\u7684\u306b\u8ffd\u3044\u8a70\u3081\u3089\u308c\u3001\u96e2\u8077\u7387\u306e\u5897\u52a0\u3084\u30c1\u30fc\u30e0\u5168\u4f53\u306e\u58eb\u6c17\u4f4e\u4e0b\u3092\u62db\u304f\u53ef\u80fd\u6027\u3082\u3042\u308a\u307e\u3059\u3002<\/strong>\u76ee\u6a19\u8a2d\u5b9a\u3068\u540c\u6642\u306b\u3001\u30e1\u30f3\u30d0\u30fc\u306e\u30a6\u30a7\u30eb\u30d3\u30fc\u30a4\u30f3\u30b0\u3084\u50cd\u304d\u304c\u3044\u306b\u3082\u914d\u616e\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u76ee\u6a19\u9054\u6210\u3092\u4fc3\u3059\u30a4\u30f3\u30bb\u30f3\u30c6\u30a3\u30d6\u3068\u3001\u7cbe\u795e\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u306e\u4e21\u8f2a\u3067\u3001\u30e1\u30f3\u30d0\u30fc\u304c\u5b89\u5fc3\u3057\u3066\u696d\u52d9\u306b\u53d6\u308a\u7d44\u3081\u308b\u74b0\u5883\u3092\u6574\u5099\u3057\u307e\u3057\u3087\u3046\u3002\u6570\u5024\u76ee\u6a19\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u304b\u3089\u306e\u611f\u8b1d\u306e\u58f0\u3084\u3001\u30e1\u30f3\u30d0\u30fc\u9593\u306e\u52a9\u3051\u5408\u3044\u3068\u3044\u3063\u305f\u5b9a\u6027\u7684\u306a\u8a55\u4fa1\u3082\u7a4d\u6975\u7684\u306b\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<h2><span id=\"KPI\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30fb\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u5177\u4f53\u7684\u306a\u76ee\u6a19\uff08KPI\uff09\u8a2d\u5b9a\u4f8b<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone wp-image-12823 size-full\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/04\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-08-27-23.28.59.jpg\" alt=\"\" width=\"1974\" height=\"1182\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/04\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-08-27-23.28.59.jpg 1974w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/04\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-08-27-23.28.59-768x460.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/04\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-08-27-23.28.59-1536x920.jpg 1536w\" sizes=\"(max-width: 1974px) 100vw, 1974px\" \/><\/p>\n<p><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u76ee\u6a19\u8a2d\u5b9a\u306f\u3001\u5177\u4f53\u7684\u306a\u6307\u6a19\u3067\u3042\u308b\u300cKPI\uff08Key Performance Indicator\uff1a\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u300d\u3092\u7528\u3044\u308b\u3053\u3068\u3067\u3001\u660e\u78ba\u304b\u3064\u52b9\u679c\u7684\u306b\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong><\/p>\n<p>\u3053\u3053\u3067\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3067\u3088\u304f\u7528\u3044\u3089\u308c\u308b\u5177\u4f53\u7684\u306aKPI\u306e\u4f8b\u3068\u305d\u306e\u610f\u5473\u3084\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/h3>\n<p><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u6700\u3082\u91cd\u8981\u306aKPI\u306e\u3072\u3068\u3064\u3067\u3042\u308a\u3001\u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u3084\u5bfe\u5fdc\u306b\u3069\u308c\u3060\u3051\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/strong>\u4e00\u822c\u7684\u306b\u306f\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u3084\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u901a\u3058\u3066\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u25bc\u6e2c\u5b9a\u65b9\u6cd5<\/p>\n<ul>\n<li>NPS\uff08Net Promoter Score\uff09\uff1a \u300c\u3053\u306e\u4f01\u696d\uff08\u307e\u305f\u306f\u30b5\u30fc\u30d3\u30b9\uff09\u3092\u53cb\u4eba\u3084\u540c\u50da\u306b\u52e7\u3081\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u304f\u3089\u3044\u3067\u3059\u304b\uff1f\u300d\u3068\u3044\u3046\u8cea\u554f\u306b\u5bfe\u3057\u30010\uff5e10\u70b9\u306e11\u6bb5\u968e\u3067\u56de\u7b54\u3057\u3066\u3082\u3089\u3044\u30019\uff5e10\u70b9\u3092\u300c\u63a8\u5968\u8005\u300d\u30017\uff5e8\u70b9\u3092\u300c\u4e2d\u7acb\u8005\u300d\u30010\uff5e6\u70b9\u3092\u300c\u6279\u5224\u8005\u300d\u3068\u3057\u3066\u3001\u63a8\u5968\u8005\u306e\u5272\u5408\u304b\u3089\u6279\u5224\u8005\u306e\u5272\u5408\u3092\u5f15\u3044\u305f\u6570\u5024\u3067\u7b97\u51fa\u3059\u308b<\/li>\n<li>CSAT\uff08Customer Satisfaction Score\uff09\uff1a \u9867\u5ba2\u5bfe\u5fdc\u5f8c\u306b\u300c\u4eca\u56de\u306e\u5bfe\u5fdc\u306b\u6e80\u8db3\u3057\u307e\u3057\u305f\u304b\uff1f\u300d\u3068\u3044\u3063\u305f\u8cea\u554f\u306b\u5bfe\u3057\u3001\u300c\u975e\u5e38\u306b\u6e80\u8db3\u300d\u300c\u6e80\u8db3\u300d\u300c\u666e\u901a\u300d\u300c\u4e0d\u6e80\u300d\u300c\u975e\u5e38\u306b\u4e0d\u6e80\u300d\u306a\u3069\u306e\u6bb5\u968e\u3067\u56de\u7b54\u3057\u3066\u3082\u3089\u3044\u3001\u6e80\u8db3\u4ee5\u4e0a\u306e\u56de\u7b54\u306e\u5272\u5408\u3092\u7b97\u51fa\u3059\u308b<\/li>\n<li>CES\uff08Customer Effort Score\uff09\uff1a \u300c\u4eca\u56de\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u3001\u3069\u308c\u304f\u3089\u3044\u306e\u52b4\u529b\u304c\u5fc5\u8981\u3067\u3057\u305f\u304b\uff1f\u300d\u3068\u3044\u3063\u305f\u8cea\u554f\u306b\u5bfe\u3057\u30011\uff5e7\u306a\u3069\u306e\u6bb5\u968e\u3067\u56de\u7b54\u3057\u3066\u3082\u3089\u3044\u3001\u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3059\u308b\u4e0a\u3067\u611f\u3058\u305f\u52b4\u529b\u306e\u5c11\u306a\u3055\u3092\u793a\u3059\u6307\u6a19\u3092\u8a08\u6e2c\u3059\u308b<\/li>\n<\/ul>\n<p>\u3053\u308c\u3089\u306e\u6307\u6a19\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u305f\u3068\u3048\u3070\u300cNPS\u3092+5\u30dd\u30a4\u30f3\u30c8\u5411\u4e0a\u3055\u305b\u308b\u300d\u3084\u300cCSAT\u306e\u6e80\u8db3\u5ea6\u8a55\u4fa1\u309290%\u4ee5\u4e0a\u306b\u3059\u308b\u300d\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u4e00\u6b21\u5fdc\u7b54\u307e\u3067\u306e\u6642\u9593<\/h3>\n<p><strong>\u4e00\u6b21\u5fdc\u7b54\u307e\u3067\u306e\u6642\u9593\u306f\u3001\u9867\u5ba2\u304c\u554f\u3044\u5408\u308f\u305b\u3092\u3057\u3066\u304b\u3089\u3001\u6700\u521d\u306b\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u304b\u3089\u4f55\u3089\u304b\u306e\u5fdc\u7b54\u304c\u3042\u308b\u307e\u3067\u306e\u6642\u9593\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/strong>\u3053\u306e\u6642\u9593\u304c\u77ed\u3051\u308c\u3070\u77ed\u3044\u307b\u3069\u3001\u9867\u5ba2\u306f\u8fc5\u901f\u306a\u5bfe\u5fdc\u3092\u671f\u5f85\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u25bc\u6e2c\u5b9a\u65b9\u6cd5<\/p>\n<ul>\n<li>\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u53d7\u4fe1\u6642\u523b\u304b\u3089\u3001\u6700\u521d\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u81ea\u52d5\u5fdc\u7b54\u30b7\u30b9\u30c6\u30e0\u306a\u3069\u304b\u3089\u306e\u8fd4\u4fe1\u304c\u9001\u4fe1\u3055\u308c\u305f\u6642\u523b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3057\u307e\u3059<\/li>\n<\/ul>\n<p>\u30e1\u30fc\u30eb\u30fb\u30c1\u30e3\u30c3\u30c8\u30fb\u96fb\u8a71\u306a\u3069\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u6e2c\u5b9a\u3059\u308b\u306e\u304c\u4e00\u822c\u7684\u3067\u3059\u3002 \u300c\u30e1\u30fc\u30eb\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u4e00\u6b21\u5fdc\u7b54\u6642\u9593\u309224\u6642\u9593\u4ee5\u5185\u306b\u3059\u308b\u300d\u3001\u300c\u30c1\u30e3\u30c3\u30c8\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u4e00\u6b21\u5fdc\u7b54\u6642\u9593\u30925\u5206\u4ee5\u5185\u306b\u3059\u308b\u300d\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u6642\u9593\u3092\u8a2d\u5b9a\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3>\u4e00\u4ef6\u3042\u305f\u308a\u306e\u51e6\u7406\u6642\u9593<\/h3>\n<p><strong>\u4e00\u4ef6\u3042\u305f\u308a\u306e\u51e6\u7406\u6642\u9593\uff08Average Handling Time: AHT\uff09\u306f\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u4e00\u4ef6\u3092\u5b8c\u5168\u306b\u89e3\u6c7a\u3059\u308b\u307e\u3067\u306b\u8981\u3057\u305f\u5e73\u5747\u6642\u9593\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/strong>\u3053\u308c\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b9\u7387\u6027\u3084\u3001\u554f\u984c\u89e3\u6c7a\u80fd\u529b\u3092\u6e2c\u308b\u4e0a\u3067\u91cd\u8981\u306aKPI\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u25bc\u6e2c\u5b9a\u65b9\u6cd5<\/p>\n<ul>\n<li>\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u53d7\u4ed8\u958b\u59cb\u304b\u3089\u3001\u554f\u984c\u89e3\u6c7a\u3001\u5bfe\u5fdc\u7d42\u4e86\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3092\u6e2c\u5b9a\u3002\u300c\u96fb\u8a71\u554f\u3044\u5408\u308f\u305b\u306e\u4e00\u4ef6\u3042\u305f\u308a\u306e\u51e6\u7406\u6642\u9593\u30925\u5206\u4ee5\u5185\u306b\u3059\u308b\u300d\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u6642\u9593\u3092\u8a2d\u5b9a\u3059\u308b<\/li>\n<\/ul>\n<p>\u305f\u3060\u3057\u3001AHT\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u306f\u52b9\u7387\u5316\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u304c\u3001\u77ed\u7e2e\u3092\u8ffd\u6c42\u3057\u3059\u304e\u308b\u3042\u307e\u308a\u3001\u9867\u5ba2\u5bfe\u5fdc\u306e\u8cea\u304c\u4f4e\u4e0b\u3057\u306a\u3044\u3088\u3046\u306b\u6ce8\u610f\u304c\u5fc5\u8981\u3067\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u8003\u616e\u3057\u305f\u3046\u3048\u3067\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u8fc5\u901f\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306a\u60c5\u5831\u30b7\u30b9\u30c6\u30e0\u306e\u6574\u5099\u3084\u3001\u983b\u7e41\u306b\u5bc4\u305b\u3089\u308c\u308b\u8cea\u554f\u306b\u5bfe\u3059\u308b\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u306e\u6e96\u5099\u306a\u3069\u3082\u52b9\u679c\u7684\u3067\u3059\u3002<\/p>\n<h3>\u554f\u3044\u5408\u308f\u305b\u306e\u89e3\u6c7a\u7387<\/h3>\n<p><strong>\u554f\u3044\u5408\u308f\u305b\u306e\u89e3\u6c7a\u7387\uff08Resolution Rate\u307e\u305f\u306fFirst Contact Resolution Rate: FCR\uff09\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3057\u3066\u3001\u4e00\u56de\u306e\u5bfe\u5fdc\u3067\u554f\u984c\u3092\u89e3\u6c7a\u3067\u304d\u305f\u5272\u5408\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/strong><\/p>\n<p>\u3068\u304f\u306bFCR\u306f\u3001\u6700\u521d\u306b\u554f\u3044\u5408\u308f\u305b\u304c\u3042\u3063\u305f\u305d\u306e\u5834\u3067\u554f\u984c\u304c\u89e3\u6c7a\u3067\u304d\u305f\u5272\u5408\u3092\u793a\u3059\u305f\u3081\u3001\u9867\u5ba2\u306b\u3068\u3063\u3066\u306e\u5229\u4fbf\u6027\u306b\u76f4\u7d50\u3057\u307e\u3059\u3002<\/p>\n<p>\u25bc\u6e2c\u5b9a\u65b9\u6cd5<\/p>\n<ul>\n<li>\u89e3\u6c7a\u7387: \u671f\u9593\u5185\u306b\u53d7\u3051\u4ed8\u3051\u305f\u554f\u3044\u5408\u308f\u305b\u306e\u3046\u3061\u3001\u89e3\u6c7a\u6e08\u307f\u3068\u5224\u65ad\u3055\u308c\u305f\u4ef6\u6570\u306e\u5272\u5408\u3092\u8a08\u6e2c\u3059\u308b<\/li>\n<li>FCR: \u6700\u521d\u306b\u9867\u5ba2\u304b\u3089\u554f\u3044\u5408\u308f\u305b\u304c\u3042\u3063\u305f\u30b3\u30f3\u30bf\u30af\u30c8\uff08\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u306a\u3069\uff09\u3067\u3001\u305d\u308c\u4ee5\u4e0a\u5225\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u3092\u5fc5\u8981\u3068\u305b\u305a\u306b\u554f\u984c\u304c\u89e3\u6c7a\u3057\u305f\u4ef6\u6570\u306e\u5272\u5408\u3092\u8a08\u6e2c\u3059\u308b<\/li>\n<\/ul>\n<p>\u305f\u3068\u3048\u3070 \u300c\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u3067\u306e\u89e3\u6c7a\u7387\u309280%\u4ee5\u4e0a\u306b\u3059\u308b\u300d\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u5272\u5408\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002\u3053\u306eKPI\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u77e5\u8b58\u30ec\u30d9\u30eb\u3001\u554f\u984c\u89e3\u6c7a\u80fd\u529b\u3001\u305d\u3057\u3066\u5bfe\u5fdc\u306b\u5fc5\u8981\u306a\u60c5\u5831\u306e\u63d0\u4f9b\u72b6\u6cc1\u3092\u56f3\u308b\u6307\u6a19\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u89e3\u6c7a\u7387\u3092\u9ad8\u3081\u308b\u305f\u3081\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5bfe\u3059\u308b\u7d99\u7d9a\u7684\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u5145\u5b9f\u3001FAQ\u306e\u6574\u5099\u3001\u305d\u3057\u3066\u9867\u5ba2\u3078\u306e\u9069\u5207\u306a\u30d2\u30a2\u30ea\u30f3\u30b0\u30b9\u30ad\u30eb\u304c\u5fc5\u8981\u3067\u3059\u3002\u307e\u305f\u3001\u9867\u5ba2\u304c\u4f55\u5ea6\u3082\u554f\u3044\u5408\u308f\u305b\u3092\u3059\u308b\u624b\u9593\u3092\u7701\u304f\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u5927\u304d\u304f\u8ca2\u732e\u3059\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h3>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u56de\u6570<\/h3>\n<p><strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u56de\u6570\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u4e2d\u306b\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3067\u304d\u305a\u3001\u4e0a\u4f4d\u306e\u62c5\u5f53\u8005\u3084\u5225\u306e\u90e8\u7f72\u306b\u5f15\u304d\u7d99\u3044\u3060\uff08\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3057\u305f\uff09\u56de\u6570\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/strong>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u591a\u3044\u3068\u3044\u3046\u3053\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u77e5\u8b58\u4e0d\u8db3\u3084\u6a29\u9650\u4e0d\u8db3\u3001\u3042\u308b\u3044\u306f\u5bfe\u5fdc\u30d5\u30ed\u30fc\u306e\u4e0d\u5099\u3092\u793a\u5506\u3057\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u25bc\u6e2c\u5b9a\u65b9\u6cd5<\/p>\n<ul>\n<li>\u4e00\u5b9a\u671f\u9593\u306b\u304a\u3051\u308b\u7dcf\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u306b\u5bfe\u3059\u308b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u4ef6\u6570\u306e\u5272\u5408\u3001\u307e\u305f\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u4e00\u4eba\u3042\u305f\u308a\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u56de\u6570\u3092\u8a08\u6e2c\u3059\u308b<\/li>\n<\/ul>\n<p>\u305f\u3068\u3048\u3070 \u300c\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u56de\u6570\u3092\u6708\u9593X\u4ef6\u4ee5\u4e0b\u306b\u3059\u308b\u300d\u3084\u300c\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u3092Y%\u4ee5\u4e0b\u306b\u3059\u308b\u300d\u3068\u3044\u3063\u305f\u5177\u4f53\u7684\u306a\u6570\u5024\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002\u3053\u306eKPI\u306e\u524a\u6e1b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u30a2\u30c3\u30d7\u3084\u6a29\u9650\u4ed8\u4e0e\u306e\u7bc4\u56f2\u62e1\u5927\u3001\u660e\u78ba\u306a\u5bfe\u5fdc\u30d5\u30ed\u30fc\u306e\u69cb\u7bc9\u3001\u305d\u3057\u3066\u554f\u984c\u89e3\u6c7a\u306b\u5fc5\u8981\u306a\u60c5\u5831\u3078\u306e\u30a2\u30af\u30bb\u30b9\u6539\u5584\u306b\u3088\u3063\u3066\u9054\u6210\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u6e1b\u308b\u3053\u3068\u306f\u3001\u9867\u5ba2\u3092\u5f85\u305f\u305b\u308b\u6642\u9593\u306e\u77ed\u7e2e\u3001\u5bfe\u5fdc\u306e\u8fc5\u901f\u5316\u306b\u3064\u306a\u304c\u308a\u3001\u7d50\u679c\u3068\u3057\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u8ca2\u732e\u3059\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h2><span id=\"i-3\">\u307e\u3068\u3081<\/span><\/h2>\n<p><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\u306f\u3001\u5358\u306a\u308b\u5f62\u5f0f\u7684\u306a\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u90e8\u9580\u5168\u4f53\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5411\u4e0a\u3001\u500b\u3005\u306e\u30e1\u30f3\u30d0\u30fc\u306e\u6210\u9577\u3001\u305d\u3057\u3066\u6700\u7d42\u7684\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u4e0d\u53ef\u6b20\u306a\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002<\/strong>\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u73fe\u72b6\u306e\u8ab2\u984c\u3092\u7279\u5b9a\u3057\u3001\u5177\u4f53\u7684\u306a\u6539\u5584\u7b56\u3092\u5b9f\u884c\u3059\u308b\u304d\u3063\u304b\u3051\u3068\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u52b9\u7387\u7684\u306a\u696d\u52d9\u30d5\u30ed\u30fc\u306e\u78ba\u7acb\u3084\u3001\u65b0\u305f\u306a\u30c4\u30fc\u30eb\u306e\u5c0e\u5165\u306a\u3069\u304c\u4fc3\u9032\u3055\u308c\u3001\u751f\u7523\u6027\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u76ee\u6a19\u306b\u57fa\u3065\u304f\u8a55\u4fa1\u306f\u5ba2\u89b3\u7684\u304b\u3064\u516c\u5e73\u306a\u4eba\u4e8b\u8a55\u4fa1\u3092\u53ef\u80fd\u306b\u3057\u3001\u30e1\u30f3\u30d0\u30fc\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u5411\u4e0a\u3068\u7d0d\u5f97\u611f\u306e\u3042\u308b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306b\u3064\u306a\u304c\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p>\u52b9\u679c\u7684\u306a\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u3046\u3048\u3067\u306f\u3001\u3044\u304f\u3064\u304b\u306e\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002\u3068\u304f\u306b\u300c\u3067\u304d\u308b\u3060\u3051\u5b9a\u91cf\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u300d\u3053\u3068\u306f\u3001\u9069\u5207\u306a\u632f\u308a\u8fd4\u308a\u3084\u6539\u5584\u3092\u884c\u3046\u3046\u3048\u3067\u6b20\u304b\u305b\u307e\u305b\u3093\u3002<\/p>\n<p>\u5de5\u6570\u7ba1\u7406\u30c4\u30fc\u30eb<a href=\"https:\/\/timecrowd.net\/\" target=\"_blank\" rel=\"noopener\">TimeCrowd<\/a>\u306a\u3069\u3092\u6d3b\u7528\u3057\u3001\u300c\u8ab0\u304c\u30fb\u3069\u306e\u696d\u52d9\u306b\u30fb\u3069\u308c\u3050\u3089\u3044\u6642\u9593\u3092\u304b\u3051\u3066\u3044\u308b\u304b\u300d\u3092\u53ef\u8996\u5316\u3059\u308b\u306e\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002\u4e00\u90e8\u306eCTI\u30c4\u30fc\u30eb\u3068\u306e\u9023\u643a\u304c\u53ef\u80fd\u306a\u305f\u3081\u3001\u305f\u3068\u3048\u3070\u901a\u8a71\u306e\u958b\u59cb\u6642\u3068\u7d42\u4e86\u6642\u306b\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u3068\u9023\u643a\u3057\u3066\u81ea\u52d5\u3067\u6253\u523b\u304c\u884c\u308f\u308c\u307e\u3059\u3002\u307e\u305f\u3001\u901a\u8a71\u306e\u7d42\u4e86\u6642\u306b\u306f\u3001\u6b21\u306b\u7740\u624b\u3059\u308b\u30bf\u30b9\u30af\uff08\u4f8b\uff1a\u901a\u8a71\u5185\u5bb9\u306e\u8a18\u5165\u4f5c\u696d\uff09\u3092\u81ea\u52d5\u3067\u6253\u523b\u3059\u308b\u3053\u3068\u3082\u53ef\u80fd\u3067\u3059\u306e\u3067\u3001\u30e1\u30f3\u30d0\u30fc\u306e\u8ca0\u62c5\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u305f\u3046\u3048\u3067\u5c0e\u5165\u301c\u904b\u7528\u307e\u3067\u9032\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u7d2f\u8a085,500\u793e\u4ee5\u4e0a\u306e\u4f01\u696d\u3067\u5c0e\u5165\u3044\u305f\u3060\u3044\u305f\u5b9f\u7e3e\u304b\u3089\u3001\u5404\u793e\u306e\u696d\u52d9\u74b0\u5883\u306b\u5408\u308f\u305b\u305f\u3054\u63d0\u6848\u304c\u53ef\u80fd\u3067\u3059\u3002\u5c11\u3057\u3067\u3082\u3054\u8208\u5473\u306e\u3042\u308b\u65b9\u306f\u3001\u4e0b\u8a18\u306e\u30b5\u30fc\u30d3\u30b9\u8cc7\u6599\u304b\u3089\u8a73\u7d30\u3092\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3084\u30d8\u30eb\u30d7\u30c7\u30b9\u30af\u306e\u73fe\u5834\u65b9\u3067\u300c\u3069\u306e\u3088\u3046\u306a\u76ee\u6a19\u8a2d\u5b9a\u3092\u3059\u308b\u3079\u304d\u304b\u300d\u60a9\u307e\u308c\u3066\u3044\u308b\u65b9\u306f\u3044\u307e\u305b\u3093\u304b\u3002\u30b5\u30dd\u30fc\u30c8\u54c1\u8cea\u306e\u5411\u4e0a\u306f\u4f01\u696d\u306e\u7af6\u4e89\u529b\u3067\u91cd&#8230;","protected":false},"author":29,"featured_media":12873,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"cybocfi_hide_featured_image":""},"categories":[86],"tags":[208],"_links":{"self":[{"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/posts\/13964"}],"collection":[{"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/comments?post=13964"}],"version-history":[{"count":14,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/posts\/13964\/revisions"}],"predecessor-version":[{"id":13978,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/posts\/13964\/revisions\/13978"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/media\/12873"}],"wp:attachment":[{"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/media?parent=13964"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/categories?post=13964"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.timecrowd.net\/wp-json\/wp\/v2\/tags?post=13964"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}