{"id":799544,"date":"2022-07-11T10:47:39","date_gmt":"2022-07-11T10:47:39","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%e7%ac%ac%e4%b8%80%e6%8e%a5%e8%a7%a6%e8%a7%a3%e6%b1%ba\/"},"modified":"2022-07-11T10:47:39","modified_gmt":"2022-07-11T10:47:39","slug":"%e7%ac%ac%e4%b8%80%e6%8e%a5%e8%a7%a6%e8%a7%a3%e6%b1%ba","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ja\/%e7%ac%ac%e4%b8%80%e6%8e%a5%e8%a7%a6%e8%a7%a3%e6%b1%ba\/","title":{"rendered":"\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u6c7a\uff1a\u5b9a\u7fa9\u3068\u6539\u5584\u65b9\u6cd5"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u8fc5\u901f\u304b\u3064\u52b9\u679c\u7684\u306b\u89e3\u6c7a\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 \u9867\u5ba2\u306f\u3001\u540c\u3058\u554f\u984c\u306b\u3064\u3044\u3066\u4f55\u5ea6\u3082\u9023\u7d61\u3092\u53d6\u308a\u305f\u304c\u3089\u306a\u3044\u3002 \u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u6c7a\u7387\u304c\u4f4e\u3044\u3053\u3068\u306f\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u76ee\u6a19\u3001\u4e88\u7b97\u306b\u3068\u3063\u3066\u6700\u60aa\u306e\u4e8b\u614b\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u4f55\u5ea6\u3082\u96fb\u8a71\u3092\u304b\u3051\u3066\u304f\u308b\u9867\u5ba2\u306f\u3001\u5358\u306b\u591a\u304f\u306e\u8cbb\u7528\u3092\u8ca0\u62c5\u3059\u308b\u3060\u3051\u3067\u306f\u306a\u3044\u3002 \u52b4\u50cd\u8005\u306f\u6642\u9593\u3092\u7121\u99c4\u306b\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3082\u4f4e\u4e0b\u3059\u308b\u304b\u3082\u3057\u308c\u306a\u3044\u3002 \u4f01\u696d\u3084\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u50cd\u304f\u4eba\u3005\u306b\u3068\u3063\u3066\u3001&#8221;\u30d5\u30a1\u30fc\u30b9\u30c8\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30fb\u30ec\u30be\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3 &#8220;\u306e\u305f\u3081\u306e\u6226\u7565\u3092\u7528\u3044\u308b\u3053\u3068\u306f\u6975\u3081\u3066\u91cd\u8981\u3067\u3042\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u308c\u304c\u4f55\u306a\u306e\u304b\u3001\u306a\u305c\u4e0d\u53ef\u6b20\u306a\u306e\u304b\u3001\u3069\u3046\u3059\u308c\u3070\u6539\u5584\u3067\u304d\u308b\u306e\u304b\u3001\u305d\u3057\u3066\u3044\u304f\u3064\u304b\u306e\u7c21\u5358\u306a\u30a2\u30c9\u30d0\u30a4\u30b9\u3092\u7d39\u4ecb\u3059\u308b\u3002<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u6c7a\u7b56\u306f\uff1f<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">FCR\u3068\u3057\u3066\u77e5\u3089\u308c\u308b\u30d5\u30a1\u30fc\u30b9\u30c8\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30fb\u30ec\u30be\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\uff08First Contact Resolution\uff09\u3068\u306f\u3001\u9867\u5ba2\u304c\u4f01\u696d\u306b\u554f\u3044\u5408\u308f\u305b\u305f\u6700\u521d\u306e\u6a5f\u4f1a\u306b\u3001\u305d\u308c\u4ee5\u4e0a\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306a\u3057\u306b\u3001\u9867\u5ba2\u306e\u554f\u984c\u3084\u554f\u3044\u5408\u308f\u305b\u3092\u89e3\u6c7a\u3059\u308b\u80fd\u529b\u306e\u3053\u3068\u3067\u3042\u308b\u3002 \u4e0d\u5341\u5206\u306aFCR\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u3057\u3070\u3057\u3070\u751f\u3058\u308b\u554f\u984c\u3067\u3042\u308b\u3002 \u3053\u306e\u3088\u3046\u306b\u3001\u3082\u3057\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u304c\u56f0\u96e3\u306a\u72b6\u6cc1\u306b\u3042\u308b\u3068\u3057\u3066\u3082\u3001\u305d\u308c\u306f\u3042\u306a\u305f\u3060\u3051\u3067\u306f\u306a\u3044\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7d71\u8a08\u3067\u3042\u308a <\/span><span style=\"font-weight: 400;\">CRM\u306e\u91cd\u8981\u306a\u6307\u6a19\u3067\u3059\u3002<\/span><span style=\"font-weight: 400;\">. \u8aac\u660e\u4e0d\u8981\uff1a\u30b3\u30f3\u30bf\u30af\u30c8\u30fb\u30bb\u30f3\u30bf\u30fc\u304c\u3001\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306a\u3057\u3067\u3001\u6700\u521d\u306e\u96fb\u8a71\u3067\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u80fd\u529b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FCR\u306f\u9867\u5ba2\u306e\u5e78\u798f\u5ea6\u3092\u6c7a\u5b9a\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064(<\/span><span style=\"font-weight: 400;\">\u4e00\u822c\u7684\u306b\u3001FCR<\/span><span style=\"font-weight: 400;\">\u4e00\u822c\u7684\u306b\u3001FCR\u304c\u9ad8\u3044\u307b\u3069\u3001\u9867\u5ba2\u306f\u3088\u308a\u559c\u3093\u3067\u3044\u307e\u3059\uff09\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u9ad8\u3081\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u52b9\u7387\u3092\u6e2c\u5b9a\u3057\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u53ce\u76ca\u6027\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FCR\u306e\u6e2c\u5b9a\u3068\u4f1a\u8a71\u6642\u9593(<\/span><span style=\"font-weight: 400;\">\u901a\u5e38AHT\u307e\u305f\u306f\u5e73\u5747\u30cf\u30f3\u30c9\u30eb\u6642\u9593\u3068\u547c\u3070\u308c\u308b)<\/span><span style=\"font-weight: 400;\"> \u304c\u3088\u304f\u6bd4\u8f03\u3055\u308c\u308b\uff08\u9867\u5ba2\u3068\u306e\u901a\u8a71\u306b\u8cbb\u3084\u3055\u308c\u305f\u5e73\u5747\u6642\u9593\uff09\u3002 \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u9ad8\u3044FCR\u3068\u6700\u5c0f\u9650\u306e\u901a\u8a71\u6642\u9593\u3092\u6c42\u3081\u3066\u3044\u308b\u3002<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u306e\u91cd\u8981\u6027<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">FCR\u306f\u9867\u5ba2\u4f53\u9a13\u3092\u6e2c\u5b9a\u3059\u308b\u3082\u306e\u3067\u3042\u308b\u3002  <\/span><span style=\"font-weight: 400;\">FCR\u306e\u6839\u672c\u539f\u56e0\u3092\u7406\u89e3\u3059\u308b  <\/span><span style=\"font-weight: 400;\">\u306f\u3001\u4f01\u696d\u304cCX\u6226\u7565\u3092\u5f37\u5316\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u306e\u6d1e\u5bdf\u3092\u63d0\u4f9b\u3059\u308b\u3002 \u3053\u308c\u306b\u52a0\u3048\u3066\u3001\u4f01\u696d\u304c\u3069\u308c\u3060\u3051\u7a4d\u6975\u7684\u3067\u3001\u30e9\u30f3\u30cb\u30f3\u30b0\u30b3\u30b9\u30c8\u3092\u3069\u308c\u3060\u3051\u52b9\u7387\u7684\u306b\u7ba1\u7406\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u308b\u8cb4\u91cd\u306a\u6307\u6a19\u3067\u3082\u3042\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FCR\u306f\u3001\u9867\u5ba2<a href=\"https:\/\/www.questionpro.com\/blog\/increase-customer-satisfaction\/\">\u6e80\u8db3\u5ea6<\/a>\u3001\u9867\u5ba2\u52aa\u529b\u3001\u9867\u5ba2\u63a5\u70b9\u3001\u5e73\u5747\u652f\u51fa\u306a\u3069\u3001\u9867\u5ba2\u30b5\u30fc\u30d3 \u30b9\u306b\u95a2\u9023\u3059\u308b\u3055\u307e\u3056\u307e\u306a\u884c\u52d5\u306e\u539f\u52d5\u529b\u3068\u306a\u3063\u3066\u3044\u308b\u3002 <\/span><span style=\"font-weight: 400;\">\u306f\u3001\u696d\u52d9\u52b9\u7387\u3092\u6539\u5584\u3057\u306a\u304c\u3089\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u6307\u6a19\u306e\u4e00\u3064\u3067\u3042\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u512a\u308c\u305fFCR\u7387\u3092\u91cd\u8996\u3059\u308b\u4f01\u696d\u306f\u3001FCR\u3092\u9ad8\u3081\u308b\u3053\u3068\u3067\u30b5\u30fc\u30d3\u30b9\u306e\u30b9\u30d4\u30fc\u30c9\u3068\u8cea\u306e\u4e21\u65b9\u304c\u5411\u4e0a\u3059\u308b\u3053\u3068\u306b\u6c17\u3065\u304f\u3053\u3068\u304c\u591a\u3044\u3002 \u4f01\u696d\u306b\u3068\u3063\u3066\u3001\u521d\u56de\u306e\u5fdc\u5bfe\u3067\u5bfe\u5fdc\u3059\u308b\u96fb\u8a71\u3084\u5fdc\u5bfe\u306f\u3001\u9867\u5ba2\u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306b\u5bc4\u305b\u308b\u671f\u5f85\u306b\u5fdc\u3048\u308b\u305f\u3081\u306e\u6709\u52b9\u306a\u624b\u6bb5\u3067\u3042\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u4e00\u822c\u7684\u306b <\/span><span style=\"font-weight: 400;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u6307\u6a19\u306e\u6839\u672c\u539f\u56e0\u3092\u7406\u89e3\u3059\u308b<\/span><span style=\"font-weight: 400;\"> FCR\u306e\u3088\u3046\u306a\u3082\u306e\u306f\u3001\u3069\u3053\u306b\u554f\u984c\u304c\u3042\u308a\u3001\u3069\u3053\u3092\u6539\u5584\u3059\u308c\u3070\u3088\u3044\u304b\u3092\u4f01\u696d\u306b\u793a\u3059\u3082\u306e\u3067\u3042\u308b\u3002  [Call Center Metrics] FCR\u306e\u3088\u3046\u306a\u91cd\u8981\u306a\u6307\u6a19\u3068\u305d\u306e\u8a55\u4fa1\u65b9\u6cd5\u304c\u6539\u5584\u3055\u308c\u308c\u3070\u3001\u4f01\u696d\u306e\u53ce\u76ca\u304c\u5927\u5e45\u306b\u6539\u5584\u3055\u308c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u3002 \u4f01\u696d\u304c\u696d\u52d9\u306e\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308c\u3070\u3001<a href=\"https:\/\/www.questionpro.com\/blog\/customer-care\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306b<\/a>\u95a2\u9023\u3059\u308b\u7d4c\u8cbb\u3092\u524a\u6e1b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FCR\u30e2\u30c7\u30eb\u306f\u3001\u30d5\u30a1\u30fc\u30b9\u30c8\u30a8\u30f3\u30ab\u30a6\u30f3\u30bf\u30fc\u3060\u3051\u3067\u306a\u304f\u3001\u3042\u3089\u3086\u308b\u6d88\u8cbb\u8005\u3068\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30c1\u30e3\u30cd\u30eb\u306b\u4f7f\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002 \u3042\u3089\u3086\u308b\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30fb\u30c1\u30e3\u30cd\u30eb\u3092\u901a\u3058\u3066\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u7d44\u7e54\u306e\u80fd\u529b\u3092\u6e2c\u308b\u7269\u5dee\u3057\u3068\u3057\u3066\u4f7f\u3046\u3053\u3068\u304c\u3067\u304d\u308b\u3002<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u6c7a\u7b56\u3092\u6539\u5584\u3059\u308b\u65b9\u6cd5<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u30d5\u30a1\u30fc\u30b9\u30c8\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30fb\u30ec\u30be\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\uff08FCR\uff09\u306f\u3001\u4f01\u696d\u304c\u8a55\u4fa1\u3067\u304d\u308b\u6700\u3082\u91cd\u8981\u306a<a href=\"https:\/\/www.questionpro.com\/blog\/key-performance-indicators\/\">\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19<\/a>\uff08KPI\uff09\u306e1\u3064\u3067\u3042\u308b\u3002 \u3053\u308c\u306f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u3084\u554f\u984c\u304c\u3001\u4f01\u696d\u3068\u306e\u305f\u3063\u305f\u4e00\u5ea6\u306e\u63a5\u70b9\u3067\u3069\u308c\u3060\u3051\u983b\u7e41\u306b\u51e6\u7406\u3055\u308c\u308b\u304b\u3092\u6e2c\u5b9a\u3059\u308b\u3082\u306e\u3067\u3042\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3057\u304b\u3057\u3001\u305d\u308c\u3082\u3067\u304d\u306a\u3044\u3002 \u7d50\u5c40\u306e\u3068\u3053\u308d\u3001\u591a\u69d8\u306a\u554f\u984c\u306b\u306f\u591a\u69d8\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u304c\u5fc5\u8981\u306a\u306e\u3060\u3002 \u3082\u3057\u305d\u306e\u3088\u3046\u306a\u30b1\u30fc\u30b9\u3067\u3042\u308c\u3070\u3001\u3069\u3046\u3059\u308c\u3070\u30d5\u30a1\u30fc\u30b9\u30c8\u30fb\u30a2\u30d7\u30ed\u30fc\u30c1\u306e\u89e3\u6c7a\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3060\u308d\u3046\u304b\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u4ee3\u7406\u5e97\u304c\u60c5\u5831\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u8907\u96d1\u3059\u304e\u308b\u30a2\u30d7\u30ea\u3084\u30c4\u30fc\u30eb\u306e\u305b\u3044\u3067\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u554f\u984c\u3092\u8fc5\u901f\u306b\u51e6\u7406\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u60c5\u5831\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u305a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3082\u9867\u5ba2\u3082\u6e80\u8db3\u3067\u304d\u306a\u3044\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u4ee3\u7406\u5e97\u5bfe\u5fdc\u3092\u30b9\u30d4\u30fc\u30c9\u30a2\u30c3\u30d7\u3059\u308b\u305f\u3081\u306b\u3001\u5546\u54c1\u3001\u89e3\u6c7a\u7b56\u3001\u89e3\u6c7a\u6bb5\u968e\u306e\u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u3092\u958b\u767a\u3059\u308b\u3002 \u307e\u305a\u3001\u52b9\u7387\u7684\u306a\u30c7\u30fc\u30bf\u30a2\u30af\u30bb\u30b9\u3092\u542b\u3080\u89e3\u6c7a\u306e\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3092\u6c42\u3081\u308b\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u30fb\u30b5\u30fc\u30d3\u30b9\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u30a8\u30f3\u30d1\u30ef\u30fc\u30e1\u30f3\u30c8<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u306e\u82e6\u60c5\u3092\u81ea\u5206\u3067\u89e3\u6c7a\u3067\u304d\u306a\u3044\u4ee3\u7406\u5e97\u306f\u3001\u3044\u3089\u3044\u3089\u3057\u3001\u843d\u80c6\u3057\u3001\u3084\u308b\u6c17\u3092\u306a\u304f\u3057\u3066\u3044\u304f\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u3092\u52a9\u3051\u306a\u304c\u3089\u3001\u5f7c\u3089\u306b\u81ea\u4e3b\u6027\u3092\u4e0e\u3048\u308b\u3002 \u3053\u308c\u306b\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u3092\u52b1\u307e\u3057\u3001\u8a55\u4fa1\u3057\u3001\u8a13\u7df4\u3057\u3001\u6307\u5c0e\u3059\u308b\u3053\u3068\u304c\u542b\u307e\u308c\u308b\u3002 \u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u8cde\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u7dad\u6301\u306b\u5f79\u7acb\u3064\u304b\u3082\u3057\u308c\u306a\u3044\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30b3\u30fc\u30eb\u306e\u30ca\u30d3\u30b2\u30fc\u30c8<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306e\u6700\u7d42\u7684\u306a\u9078\u629e\u80a2\u3068\u3057\u3066\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30b3\u30fc\u30eb\u3092\u52b9\u679c\u7684\u304b\u3064\u8fc5\u901f\u306b\u51e6\u7406\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3059\u308b\u3053\u3068\u306f\u3001\u7d76\u597d\u306e\u6a5f\u4f1a\u3067\u3042\u308b\u3002 \u9867\u5ba2\u304c\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u96fb\u8a71\u306b\u5bfe\u51e6\u3057\u3066\u3044\u308b\u3068\u304d\u3001\u5f7c\u3089\u3092\u5927\u5207\u306b\u6271\u3046\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u3042\u306a\u305f\u306e\u4f1a\u793e\u304c\u5f7c\u3089\u306e\u5e78\u798f\u3092\u672c\u5f53\u306b\u5fc3\u914d\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u6d88\u8cbb\u8005\u306b\u793a\u3059\u3053\u3068\u306b\u306a\u308b\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u7d99\u7d9a\u7684\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5fc5\u8981\u306a\u5c02\u9580\u77e5\u8b58\u304c\u306a\u3044\u5834\u5408\u3001\u9867\u5ba2\u306f\u3057\u3070\u3057\u3070\u96fb\u8a71\u3092\u304b\u3051\u76f4\u3057\u305f\u308a\u3001\u79fb\u52d5\u3057\u305f\u308a\u3057\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3002 \u8ab0\u304b\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3057\u3066\u304f\u308c\u308b\u307e\u3067\u96fb\u8a71\u3092\u304b\u3051\u7d9a\u3051\u308b\u3068\u3044\u3046\u306e\u306f\u3001\u5feb\u9069\u306a\u4e00\u65e5\u3068\u306f\u8a00\u3044\u96e3\u3044\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u305f\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u89e3\u6c7a\u306b\u3064\u3044\u3066\u6307\u5c0e\u3059\u308b\u3002 \u30d9\u30c6\u30e9\u30f3\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3067\u3055\u3048\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306e\u6069\u6075\u3092\u53d7\u3051\u308b\u304b\u3082\u3057\u308c\u306a\u3044\u3002 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9069\u5207\u306a\u8cea\u554f\u3092\u3059\u308b\u3088\u3046\u3001\u901a\u8a71\u3092\u898b\u76f4\u3059\u3053\u3068\u304b\u3089\u59cb\u3081\u308b\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u5f8c\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u6700\u521d\u306e\u96fb\u8a71\u5bfe\u5fdc\u306b\u6700\u9069\u306a\u65b9\u6cd5\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 FCR\u6307\u6a19\u3092\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u3059\u308b\u3053\u3068\u3067\u3001\u30d3\u30b8\u30cd\u30b9\u306eFCR\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u6700\u9069\u306a\u4eba\u6750\u3092\u63a1\u7528\u3057\u307e\u3057\u3087\u3046\u3002<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u5fcd\u8010\u3001<a href=\"https:\/\/www.questionpro.com\/blog\/empathy-map\/\">\u5171\u611f\u30de\u30c3\u30d7<\/a>\u3001\u601d\u3044\u3084\u308a\u306f\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u3092\u559c\u3070\u305b\u308b\u306e\u306b\u5f79\u7acb\u3064\u672c\u8cea\u7684\u306a\u5c5e\u6027\u3067\u3042\u308b\u3002 \u5b8c\u74a7\u306a\u65b0\u4eba\u306f\u3001\u611f\u60c5\u7684\u306a\u6d88\u8cbb\u8005\u3092\u7ba1\u7406\u3057\u3001\u5e45\u5e83\u3044\u5546\u54c1\u77e5\u8b58\u3092\u6301\u3061\u3001\u6700\u5584\u306e\u624b\u9806\u3068\u30d7\u30ed\u30c8\u30b3\u30eb\u3092\u7406\u89e3\u3057\u3066\u3044\u308b\u3002 \u5f7c\u3089\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u3064\u3044\u3066\u71b1\u5fc3\u306b\u5b66\u3076\u3060\u308d\u3046\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9769\u65b0\u7684\u306a\u30ea\u30af\u30eb\u30fc\u30c8\u30e1\u30f3\u30c8\u306b\u3088\u308a\u3001\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u6c7a\u7387\u304c\u5411\u4e0a\u3002 \u9069\u5207\u306a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u63a1\u7528\u3055\u308c\u308c\u3070\u3001\u521d\u56de\u30b3\u30fc\u30eb\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306f\u3088\u308a\u5229\u7528\u3057\u3084\u3059\u304f\u306a\u308b\u3002 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u3084\u52b9\u679c\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u3092\u6050\u308c\u3066\u306f\u306a\u3089\u306a\u3044\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u306f\u3001\u5f7c\u3089\u304c\u63a5\u3057\u3066\u3044\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u81ea\u5206\u306b\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u6e96\u5099\u304c\u3067\u304d\u3066\u3044\u308b\u3068\u611f\u3058\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3002 \u9069\u5207\u306a\u4eba\u7269\u3092\u9078\u3076\u3053\u3068\u3067\u3001\u30d5\u30a1\u30fc\u30b9\u30c8\u30b3\u30fc\u30eb\u3067\u306e\u89e3\u6c7a\u7387\u304c\u9ad8\u307e\u308b\u3002<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30bb\u30f3\u30bf\u30fc\u3078\u306eIVR\u5c0e\u5165<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">IVR\u30b7\u30b9\u30c6\u30e0\u306f\u3001\u30b3\u30fc\u30eb\u3068\u901a\u4fe1\u3057\u3001\u9069\u5207\u306a\u53d7\u4fe1\u6a5f\u306b\u30b3\u30fc\u30eb\u3092\u8a98\u5c0e\u3057\u3001\u767a\u4fe1\u8005\u60c5\u5831\u3092\u53ce\u96c6\u3057\u307e\u3059\u3002 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