Kev yeej cov neeg siv khoom yuav tsum tau tsim nyob ib ncig ntawm cov neeg siv khoom xav tau cov txiaj ntsig ua ntej piv rau cov koom haum uas lawv tau ua lag luam nrog - hauv lwm lo lus, kev nkag siab ntawm cov neeg siv khoom.Kev nkag siab ntawm cov neeg siv khoom kev paub yog txhua yam hais txog kev siv cov ntaub ntawv ua tau zoo uas koj muaj rau tus neeg siv khoom thiab kho koj cov txheej txheem nyob ib puag ncig lawv xav tau thiab qhov tseem ceeb tshaj plaws rau lawv.

Nws yog lub tswv yim yooj yim hauv txoj kev xav, tab sis nws xav kom cov tuam txhab rov pib dua lawv cov kab lis kev cai thiab rov tsim kho lawv cov kev ua haujlwm kom tsom mus rau cov neeg siv khoom tiag tiag.Ua li no tsim qhov kawg yeej-yeej;nws ua rau cov neeg siv khoom zoo siab thiab zoo li yuav rov ua lag luam thaum txhim kho cov ntsuas kev ua haujlwm tseem ceeb (KPIs) xws li kev siv zog rau cov neeg siv khoom, kev daws teeb meem thawj zaug (FCR), thiab sijhawm rau kev daws teeb meem (TTR).Nov yog yuav ua li cas cov koom haum tuaj yeem pib sib tw ntawm kev nkag siab-raws li kev paub ntawm cov neeg siv khoom.

Koj yuav tsum tsom mus rau qhov uas cov neeg siv khoom xav tau, tsis yog qhov koj xav tias lawv xav tau - lossis phem dua, tsuas yog qhov txiaj ntsig zoo rau koj

Peb pom qhov no ntau heev nyob rau hauv lub chaw sib cuag, uas ntau lub koom haum tseem xav txog qhov chaw nqi piv rau qhov chaw muaj nqi.Xav txog koj qhov kev paub dhau los hu rau lub tuam txhab tus xov tooj pabcuam cov neeg siv khoom thaum koj muaj sijhawm thov rhiab.Thaum koj hu mus tham nrog tus kws tshaj lij, muaj feem yuav yog koj tam sim ntawd ntsib qee yam kev sib tham sib tham lub suab teb (IVR) uas hais kom koj nias tus lej ntawm koj lub xov tooj lossis hais lus koj qhov kev thov.Qhov no puas yog qhov koj xav tau?Xav txog feem ntau lub suab sib cuam tshuam hnub no yog tshwj tseg rau kev thov nyuaj - cov uas feem ntau cov kev daws teeb meem IVR tseem tsis tau ua kom txaus txaus - tej zaum tsis yog.

Yog tias koj tab tom ua haujlwm yooj yim dua li cov nqi them lossis tus password rov pib dua tej zaum cov neeg pabcuam siv lub tshuab ua kom nkag siab, tab sis thaum koj qhov teeb meem yog lub sijhawm rhiab, tseem ceeb, thiab / lossis nyuaj koj xav tham nrog tus kws tshaj lij.Hloov chaw, koj mus 'ncig thiab' puag ncig nrog IVR kom txog rau thaum koj ntxhov siab heev koj pib qw "tus neeg txais tos!"los yog rov nias xoom.Yog tias koj tsis raug tso cai hla IVR, qhov kev paub dhau los.

Los ntawm lub koom haum txoj kev xav, lawv tau siv qhov txias, tshiab, niaj hnub virtual tus neeg sawv cev daws teeb meem uas tshawb xyuas tag nrho cov thev naus laus zis buzzwords xws li Natural Language Processing (NPL), Artificial Intelligence (AI), thiab Machine Learning (ML) - vim li cas cov neeg siv khoom tsis txaus siab. txog nws, cia ib leeg siv nws?Qhov kev txhawb siab los nqis peev tsis yog raws li cov lag luam xav tias cov neeg siv khoom xav tau, tab sis vim yogkev lag luamxav kom tus neeg siv khoom siv kom ua tiavlawvCov txiaj ntsig kev lag luam xav tau (piv txwv li, tus nqi qis dua los ntawm kev sib cuam tshuam tib neeg tsawg).Nco ntsoov, koj tsuas tau txais ib lub caij nyoog ntawm qhov kev xav thawj zaug.Los ntawm cov neeg siv khoom qhov kev xav, cov lus hais ntawm "dag kuv ib zaug, txaj muag rau koj, dag kuv ob zaug, txaj muag rau kuv" los rau hauv kev ua si thaum koj sim kom lawv siv tus neeg sawv cev virtual tshiab no.

Qee lub sij hawm yav dhau los, tej zaum koj tau hais rau koj cov neeg siv khoom kom "thov mloog cov ntawv qhia no raws li cov lus qhia tau hloov", koj cov neeg siv khoom tau mloog cov lus qhia, thiab tsis muaj dab tsi hloov.Tam sim no thaum lawv hnov ​​tus neeg sawv cev tshiab no nug vim li cas lawv hu, lawv yuav xav tias qhov no yog lub sijhawm "gotcha".Lawv ntshai dhia hla hoops yam tsis muaj kev lav phib xaub ntawm kev daws teeb meem...vim nco ntsoov, lawv hu mus tham nrog tus kws tshaj lij, tsis ua lag luam kev lag luam.

Thaum kawg, qhov no yuav ua rau cov neeg siv dag zog thiab tseem xav kom cov tuam txhab siv tib neeg cov peev txheej los pab - tam sim no nrog cov neeg siv khoom ntxhov siab lossis chim siab.

Koj yuav tsum siv social engineering, tsis yog engineering engineering

Raws li kev tsis sib haum xeeb engineering - qhov no mus ntawm no, uas mus rau ntawd - social engineering tsom mus rau qhov feem ntau yuav tau txais kev siv ntawm lub platform kom loj hlob.Qhov no xav kom cov tuam txhab txheeb xyuas cov ntaub ntawv uas tau sau rau hauv cov neeg siv khoom txoj kev pabcuam nrog lub hom phiaj ntawm kev nkag siab zoo uas tuaj yeem siv los txhim kho thiab txhim kho kev tsim kho vaj tse, uas tsis yog tus qauv hauv ntiaj teb kev koom tes niaj hnub no: cov ntaub ntawv sau thiab tshuaj xyuas siv los ntsuas kev ua tau zoo. tsom rau kev txo nqi thiab ua kom cov neeg siv khoom nyob deb ntawm cov neeg sawv cev nyob, qhov kim tshaj plaws, thiab qhov tseem ceeb, cov ntsiab lus ntawm txhua tus neeg siv khoom koom nrog.Khiav nrog peb tus neeg sawv cev virtual, ib lub koom haum tuaj yeem pom qhov kev txhawb nqa hauv nws qhov chaw sib cuag virtual yog tias nws tso tus neeg siv khoom ua ntej los ntawm kev kawm txog dab tsi tseem ceeb tshaj plaws rau lawv.

Xav txog qhov tsis txhob yuam cov neeg siv khoom mus rau hauv lub qhov automation luav yog tias VA daws tau txais tos cov neeg siv khoom los ntawm kev hais tias "Nyob zoo, Kuv yog tus pabcuam virtual los ntawm XYZ lub tuam txhab.Koj qhov chaw nyob hauv kab ntawv ruaj ntseg thiab koj muaj XX tus neeg ua ntej koj.Puas muaj ib yam dab tsi uas kuv tuaj yeem pab koj thaum koj nyob hauv kab?Lub sijhawm no koj tau lees paub tus neeg siv khoom lub hom phiaj rau kev hu xovtooj, tau muab tso rau hauv kab, thiab lawv yuav txaus siab sim nws thaum lawv tos vim tsis muaj kev pheej hmoo rau lawv cov hom phiaj, tsuas yog cov khoom plig muaj peev xwm.

Txhawm rau muab cov txiaj ntsig zoo, thiab nce kev txais yuav ntawm automation, yog tias tus neeg sawv cev virtual tsim los sau cov ntaub ntawv muaj txiaj ntsig ntawm tus neeg siv khoom - piv txwv li, lees paub lawv thiab tau txais cov ntsiab lus ntawm lawv qhov kev thov lossis qhov teeb meem - uas tuaj yeem xa mus rau tus neeg sawv cev yog li thaum lub cov neeg siv khoom txuas nrog ob leeg tuaj yeem nkag mus rau kev lag luam.Nrog rau cov txheej txheem no peb pom automation tau teeb tsa hauv txoj hauv kev los pab nrog cov neeg siv khoom lub hom phiaj, tsis txhob hloov mus rau yam uas tsuas yog cuam tshuam rau lub tuam txhab.Cov neeg siv khoom tau txais cov lus teb sai dua, thiab lub tuam txhab tau txais qhov nws xav tau ib yam nkaus: cov nqi qis dua, kev daws teeb meem sai dua thawj zaug, thiab nce Net Promoter Scores.Yog tias koj siv social engineering rau koj qhov kev nqis peev, kev daws teeb meem yuav dhau los ntawm lub ru tsev - lav.

Koj yuav tsum tau hla qhov kev ntseeg siab-poob barrier

Yog tias koj yuav tout kev nqis peev uas yuav cuam tshuam koj cov neeg siv khoom lub siab, koj ntseeg li cas rau cov neeg siv khoom saws?Yog tias koj nqis peev hauv automation thiab, piv txwv li, muab tus lej xov tooj rau kev daws teeb meem kom cov neeg siv khoom tuaj yeem hu ncaj qha nrog kev lag luam muaj zog ("Hu rau peb tus neeg hais lus ntawm tus xov tooj no 24 × 7; koj yuav nyiam nws!") nws puas yuav siv tau?Yog tias koj tsis ntseeg siab tias cov lus teb rau lo lus nug no yog, kuv xav hais tias lub tswv yim yuav ua li cas.

Cov technologies zoo tsis xav tau "gotcha" tactics.Transparency thiab kev ntseeg siab yog qhov tseem ceeb rau kev ua tiav nrog kev pom los ntawm cov neeg siv khoom.

Nug koj tus kheej: Puas yog koj qhov kev tsim kho vaj tse thiab kev ntsuas tsim nyob ib puag ncig koj lub lag luam, lossis koj cov neeg siv khoom?Yog tias koj tab tom muab cov kev daws teeb meem rau pem hauv ntej ntawm koj cov neeg siv khoom raws li kev nrawm nrawm, lawv yuav tsav txoj cai hla nws.

Cov ntaub ntawv: Kho los ntawm Internet