{"id":1846,"date":"2024-05-13T08:00:05","date_gmt":"2024-05-13T01:00:05","guid":{"rendered":"https:\/\/blogs.vbee.vn\/?p=1846"},"modified":"2025-12-17T16:05:03","modified_gmt":"2025-12-17T09:05:03","slug":"phan-mem-contact-center","status":"publish","type":"post","link":"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/","title":{"rendered":"Ph\u1ea7n m\u1ec1m Contact Center: T\u00ednh n\u0103ng v\u00e0 c\u00e1ch s\u1eed d\u1ee5ng hi\u1ec7u qu\u1ea3"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\"><div class=\"ez-toc-title-container\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">N\u1ed9i dung ch\u00ednh<\/p><span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div><nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#7_xu_huong_thiet_lap_Contact_Center_thiet_lap_on_dinh_va_lau_dai\" >7 xu h\u01b0\u1edbng thi\u1ebft l\u1eadp Contact Center thi\u1ebft l\u1eadp \u1ed5n \u0111\u1ecbnh v\u00e0 l\u00e2u d\u00e0i<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#1_Phan_bo_luc_luong_lao_dong\" >1. Ph\u00e2n b\u1ed5 l\u1ef1c l\u01b0\u1ee3ng lao \u0111\u1ed9ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#2_Tiep_tuc_cac_hoat_dong_tu_xa\" >2. Ti\u1ebfp t\u1ee5c c\u00e1c ho\u1ea1t \u0111\u1ed9ng t\u1eeb xa<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#3_Uu_tien_ky_thuat_so_tren_het\" >3. \u01afu ti\u00ean k\u1ef9 thu\u1eadt s\u1ed1 tr\u00ean h\u1ebft<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#4_Mo_rong_trai_nghiem_khach_hang_tu_phuc_vu\" >4. M\u1edf r\u1ed9ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#5_Suy_nghi_lai_cac_chinh_sach_bao_mat\" >5. Suy ngh\u0129 l\u1ea1i c\u00e1c ch\u00ednh s\u00e1ch b\u1ea3o m\u1eadt<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#6_Khoi_dong_lai_cong_cu_ban_hang\" >6. Kh\u1edfi \u0111\u1ed9ng l\u1ea1i c\u00f4ng c\u1ee5 b\u00e1n h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#7_Xay_dung_chuong_trinh_dao_tao_moi\" >7. X\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o m\u1edbi<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/vbee.vn\/blog\/chia-se\/phan-mem-contact-center\/#Xu_huong_thiet_lap_su_on_dinh_Contact_Center\" >Xu h\u01b0\u1edbng thi\u1ebft l\u1eadp s\u1ef1 \u1ed5n \u0111\u1ecbnh Contact Center<\/a><\/li><\/ul><\/nav><\/div><p><strong>Tr\u01b0\u1edbc th\u1ef1c tr\u1ea1ng ng\u00e0nh d\u1ecbch v\u1ee5 \u0111\u00e3 ph\u1ea3i g\u1ed3ng m\u00ecnh v\u1edbi l\u01b0\u1ee3ng l\u1edbn ng\u01b0\u1eddi g\u1ecdi c\u1ea7n th\u00f4ng tin v\u00e0 s\u1ef1 h\u01b0\u1edbng d\u1eabn. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o Contact Center c\u1ea7n ph\u1ea3i vi\u1ebft l\u1ea1i c\u00e1c quy t\u1eafc \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u1ed3ng th\u1eddi v\u01b0\u1ee3t qua c\u00e1c kh\u00f3 kh\u0103n t\u1eeb ngo\u1ea1i c\u1ea3nh.<\/strong><\/p><p style=\"text-align: center;\"><p><iframe style=\"position: relative; top: 0px; border: none;\" title=\"H\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng\" src=\"https:\/\/vbee.vn\/demo\" width=\"100%\" height=\"320\"><\/iframe><\/p><h2><span class=\"ez-toc-section\" id=\"7_xu_huong_thiet_lap_Contact_Center_thiet_lap_on_dinh_va_lau_dai\"><\/span>7 xu h\u01b0\u1edbng thi\u1ebft l\u1eadp Contact Center thi\u1ebft l\u1eadp \u1ed5n \u0111\u1ecbnh v\u00e0 l\u00e2u d\u00e0i<span class=\"ez-toc-section-end\"><\/span><\/h2><p>V\u00ec t\u01b0\u01a1ng lai v\u1eabn ch\u01b0a ch\u1eafc ch\u1eafn, c\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n \u0111\u1ed5i m\u1edbi t\u1eadp trung v\u00e0o vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 v\u00e0 \u0111\u1ed9ng l\u1ef1c ti\u1ebft ki\u1ec7m chi ph\u00ed \u0111\u1ed3ng th\u1eddi c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean. C\u00e1c m\u00f4 h\u00ecnh Contact Center truy\u1ec1n th\u1ed1ng s\u1ebd kh\u00f4ng \u0111\u1ee7 \u0111\u1ec3 b\u00f9 \u0111\u1eafp nh\u1eefng g\u00ec \u0111\u00e3 m\u1ea5t. Thay v\u00e0o \u0111\u00f3, h\u00e3y nh\u1ea5n m\u1ea1nh v\u00e0o nh\u1eefng c\u1ea3i ti\u1ebfn \u0111\u00e3 gi\u00fap ch\u00fang ta v\u01b0\u1ee3t qua kh\u1ee7ng ho\u1ea3ng &#8211; nh\u01b0 l\u1ef1c l\u01b0\u1ee3ng l\u00e0m vi\u1ec7c t\u1eeb xa, t\u1ef1 \u0111\u1ed9ng h\u00f3a th\u00f4ng minh v\u00e0 c\u00f4ng ngh\u1ec7 \u0111\u00e1m m\u00e2y.<\/p><p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 7 xu h\u01b0\u1edbng Contact Center v\u00e0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ch\u00ednh \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c ho\u1ea1t \u0111\u1ed9ng cho c\u00e1c trung t\u00e2m n\u00e0y c\u00f3 kh\u1ea3 n\u0103ng ph\u1ee5c h\u1ed3i, ph\u00f9 h\u1ee3p v\u1edbi t\u01b0\u01a1ng lai:<\/p><h3><span class=\"ez-toc-section\" id=\"1_Phan_bo_luc_luong_lao_dong\"><\/span>1. Ph\u00e2n b\u1ed5 l\u1ef1c l\u01b0\u1ee3ng lao \u0111\u1ed9ng<span class=\"ez-toc-section-end\"><\/span><\/h3><p>Chuy\u1ec3n \u0111\u1ed5i s\u1ed1 t\u0103ng v\u1ecdt trong th\u1eddi gian c\u00e1ch ly. S\u1ef1 thay \u0111\u1ed5i \u0111\u1ed9t ng\u1ed9t tr\u00ean quy m\u00f4 l\u1edbn trong c\u00e1ch ch\u00fang ta giao ti\u1ebfp v\u1edbi c\u00e1c tr\u1ee3 l\u00fd v\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00e3 l\u00e0m lung lay c\u00e1c doanh nghi\u1ec7p, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u1eefng doanh nghi\u1ec7p ch\u1ec9 ho\u1ea1t \u0111\u1ed9ng \u1edf nh\u1eefng \u0111\u1ecba \u0111i\u1ec3m v\u1eafng v\u1ebb. Nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng \u0111\u1ee7 linh ho\u1ea1t \u0111\u1ec3 thay \u0111\u1ed5i s\u1ebd ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi t\u00ecnh tr\u1ea1ng thi\u1ebfu nh\u00e2n l\u1ef1c v\u00e0 s\u1ebd g\u1eb7p r\u1ea5t nhi\u1ec1u kh\u00f3 kh\u0103n trong v\u1eadn h\u00e0nh .<\/p><p>Trong khi \u0111\u00f3, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 ho\u1ea1t \u0111\u1ed9ng ph\u00e2n t\u00e1n v\u00e0 c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng t\u1ea1i nh\u00e0 ho\u1ea1t \u0111\u1ed9ng t\u1ed1t h\u01a1n so v\u1edbi c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 \u0111\u1ecba \u0111i\u1ec3m t\u1eadp trung trong th\u1eddi k\u1ef3 kh\u1ee7ng ho\u1ea3ng. C\u00e1c Contact Center v\u1edbi c\u00e1c ngu\u1ed3n l\u1ef1c \u0111\u00e3 s\u1eb5n s\u00e0ng ph\u00e2n t\u00e1n v\u00e0 tri\u1ec3n khai c\u00e1c ngu\u1ed3n l\u1ef1c \u0111\u00f3 t\u1ea1i nh\u00e0 ho\u1eb7c chuy\u1ec3n ho\u1ea1t \u0111\u1ed9ng sang n\u01a1i kh\u00e1c.<\/p><p>C\u00e1c Contact Center l\u1edbn \u0111ang suy y\u1ebfu \u2014 trong t\u01b0\u01a1ng lai m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 tr\u1ea3i r\u1ed9ng. S\u1eed d\u1ee5ng m\u00f4 h\u00ecnh c\u00f4ng vi\u1ec7c k\u1ebft h\u1ee3p th\u1ef1c t\u1ebf v\u00e0 t\u1eeb xa \u0111\u1ec3 t\u1ed1i \u0111a h\u00f3a s\u1ef1 \u0111a d\u1ea1ng h\u00f3a v\u1ec1 k\u1ef9 n\u0103ng, ngu\u1ed3n l\u1ef1c v\u00e0 v\u1ecb tr\u00ed. S\u1ef1 linh ho\u1ea1t n\u00e0y l\u00e0 c\u1ea7n thi\u1ebft \u0111\u1ec3 tri\u1ec3n khai c\u00e1c tr\u1ee3 l\u00fd cho nh\u1eefng kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c v\u00e0 nhu c\u1ea7u h\u1ed7 tr\u1ee3 kh\u00e1c nhau.<\/p><figure id=\"attachment_7693\" aria-describedby=\"caption-attachment-7693\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7693 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-5.jpg\" alt=\"Contact Center\" width=\"768\" height=\"701\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-5.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-5-300x274.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-5-750x685.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7693\" class=\"wp-caption-text\">Contact Center gi\u00fap ph\u00e2n b\u1ed5 l\u1ef1c l\u01b0\u1ee3ng lao \u0111\u1ed9ng m\u1ed9t c\u00e1ch linh ho\u1ea1t. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h3><span class=\"ez-toc-section\" id=\"2_Tiep_tuc_cac_hoat_dong_tu_xa\"><\/span>2. Ti\u1ebfp t\u1ee5c c\u00e1c ho\u1ea1t \u0111\u1ed9ng t\u1eeb xa<span class=\"ez-toc-section-end\"><\/span><\/h3><p>C\u00e1c th\u1ea3m h\u1ecda, t\u1ef1 nhi\u00ean hay nh\u00e2n t\u1ea1o, \u0111\u00e3 t\u1ea1o ra nh\u1eefng kh\u00f3 kh\u0103n c\u1ea7n t\u1edbi l\u01b0\u1ee3ng l\u1edbn s\u1ef1 h\u1ed7 tr\u1ee3, khi\u1ebfn kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i trong th\u1eddi gian c\u0103ng th\u1eb3ng. D\u1ef1a tr\u00ean nghi\u00ean c\u1ee9u c\u1ee7a T\u1ea1p ch\u00ed Kinh doanh Harvard trong th\u1eddi k\u1ef3 kh\u1ee7ng ho\u1ea3ng, m\u1ed9t s\u1ed1 c\u00f4ng ty \u0111\u00e3 ch\u1ee9ng ki\u1ebfn th\u1eddi gian n\u1eafm gi\u1eef t\u0103ng 34% v\u00e0 leo thang t\u0103ng 68%. D\u00f9 mu\u1ed1n hay kh\u00f4ng, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o v\u1eabn s\u1ebd c\u1ea7n chu\u1ea9n b\u1ecb cho cu\u1ed9c kh\u1ee7ng ho\u1ea3ng ti\u1ebfp theo. C\u00e1c t\u00f9y ch\u1ecdn t\u1eeb xa v\u00e0 m\u00f4 h\u00ecnh nh\u00e2n s\u1ef1 linh ho\u1ea1t gi\u00fap c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c lu\u00f4n \u0111\u01b0\u1ee3c chu\u1ea9n b\u1ecb tr\u00ean quy m\u00f4 l\u1edbn.<\/p><p>\u01afu th\u1ebf c\u1ee7a l\u00e0m vi\u1ec7c t\u1eeb xa n\u1eb1m \u1edf kh\u1ea3 n\u0103ng v\u01b0\u1ee3t qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n c\u1ee7a m\u1ed9t trung t\u00e2m truy\u1ec1n th\u1ed1ng. S\u1eed d\u1ee5ng c\u00e1c kh\u1ea3 n\u0103ng d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c k\u00edch ho\u1ea1t b\u1edfi c\u00f4ng vi\u1ec7c t\u1eeb xa \u0111\u1ec3 cung c\u1ea5p cho t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n m\u1ed9t con \u0111\u01b0\u1eddng linh ho\u1ea1t \u0111\u1ec3 tri\u1ec3n khai nh\u00e2n vi\u00ean kh\u1ea9n c\u1ea5p trong th\u1eddi gian g\u1eb7p n\u1ea1n. Trong th\u1eddi \u0111i\u1ec3m kh\u00f4ng ch\u1eafc ch\u1eafn, s\u1ee9c m\u1ea1nh c\u1ee7a c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c n\u1eb1m \u1edf kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 xoay v\u00f2ng v\u00e0 m\u1edf r\u1ed9ng quy m\u00f4 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng.<\/p><figure id=\"attachment_7694\" aria-describedby=\"caption-attachment-7694\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7694 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-6.jpg\" alt=\"Contact Center\" width=\"768\" height=\"470\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-6.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-6-300x184.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-6-750x459.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7694\" class=\"wp-caption-text\">\u01afu th\u1ebf l\u00e0m vi\u1ec7c t\u1eeb xa c\u1ee7a Contact Center gi\u00fap c\u00f4ng vi\u1ec7c v\u1eadn h\u00e0nh \u1ed5n \u0111\u1ecbnh trong m\u1ecdi tr\u01b0\u1eddng h\u1ee3p. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h3><span class=\"ez-toc-section\" id=\"3_Uu_tien_ky_thuat_so_tren_het\"><\/span>3. \u01afu ti\u00ean k\u1ef9 thu\u1eadt s\u1ed1 tr\u00ean h\u1ebft<span class=\"ez-toc-section-end\"><\/span><\/h3><p>C\u00e1c c\u00f4ng c\u1ee5 chuy\u1ec3n \u0111\u1ed5i s\u1ed1 xoay quanh t\u1ef1 \u0111\u1ed9ng h\u00f3a, AI c\u00f3 kh\u1ea3 n\u0103ng h\u1ecdc h\u1ecfi, nh\u1eafn tin v\u00e0 c\u00e1c h\u1ec7 th\u1ed1ng d\u1ef1a tr\u00ean \u0111\u00e1m m\u00e2y hi\u1ec7n l\u00e0 nhu c\u1ea7u thi\u1ebft y\u1ebfu. C\u00e1c t\u1ed5 ch\u1ee9c h\u01b0\u1edbng t\u1edbi kh\u00e1ch h\u00e0ng \u0111\u00e3 nh\u1eadn ra l\u1ee3i \u00edch quan tr\u1ecdng c\u1ee7a s\u1ee9 m\u1ec7nh c\u1ee7a c\u00f4ng ngh\u1ec7 s\u1ed1 h\u00f3a khi h\u1ecd ph\u1ea3i tri\u1ec3n khai c\u00e1c gi\u1ea3i ph\u00e1p nhanh ch\u00f3ng trong th\u1eddi k\u1ef3 kh\u1ee7ng ho\u1ea3ng.<\/p><p>Kh\u1ea3 n\u0103ng <a href=\"https:\/\/vbee.vn\/blog\/ai\/\">tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o<\/a> ph\u00e2n t\u00edch c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi g\u1ecdi v\u00e0 cung c\u1ea5p c\u00e1c \u0111\u1ec1 xu\u1ea5t ph\u00f9 h\u1ee3p, theo th\u1eddi gian th\u1ef1c cho c\u00e1c \u0111\u1eb7c v\u1ee5 cho ph\u00e9p h\u1ecd mang l\u1ea1i k\u1ebft qu\u1ea3 t\u1ee9c th\u00ec v\u1edbi s\u1ef1 \u0111\u1ed3ng c\u1ea3m c\u1ee7a con ng\u01b0\u1eddi.<\/p><p>T\u1ef1 \u0111\u1ed9ng h\u00f3a, AI c\u00f3 kh\u1ea3 n\u0103ng h\u1ecdc h\u1ecfi, h\u1ec7 th\u1ed1ng nh\u1eafn tin v\u00e0 d\u1ef1a tr\u00ean \u0111\u00e1m m\u00e2y tr\u1edf th\u00e0nh n\u1ec1n t\u1ea3ng ch\u00ednh cho c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a trung t\u00e2m li\u00ean l\u1ea1c. C\u00e1c t\u1ed5 ch\u1ee9c \u0111\u00e3 th\u1ea5y chi ph\u00ed gi\u1ea3m trong khi gi\u1ea3i quy\u1ebft li\u00ean h\u1ec7, n\u0103ng su\u1ea5t c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng t\u0103ng l\u00ean nh\u1edd s\u1ef1 k\u1ebft h\u1ee3p c\u1ee7a c\u00e1c t\u00e1c nh\u00e2n v\u00e0 c\u00f4ng ngh\u1ec7.<\/p><p>\u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t v\u00f4 gi\u00e1 \u0111\u1ed1i v\u1edbi c\u00e1c ng\u00e0nh c\u00f4ng nghi\u1ec7p ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe v\u00e0 ch\u00ednh ph\u1ee7 ph\u1ea3i gi\u1ea3i quy\u1ebft kh\u1ed1i l\u01b0\u1ee3ng l\u1edbn h\u1ed7n h\u1ee3p c\u00e1c c\u00e2u h\u1ecfi c\u1ea5p th\u1ea5p v\u00e0 cao \u0111\u00f2i h\u1ecfi n\u1ed7 l\u1ef1c c\u1ee7a con ng\u01b0\u1eddi v\u00e0 AI.<\/p><figure id=\"attachment_7695\" aria-describedby=\"caption-attachment-7695\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7695 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-7.jpg\" alt=\"Contact Center\" width=\"768\" height=\"640\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-7.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-7-300x250.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-7-750x625.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7695\" class=\"wp-caption-text\">\u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 AI \u0111ang tr\u1edf th\u00e0nh \u01b0u ti\u00ean s\u1ed1 1 trong c\u00f4ng vi\u1ec7c. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h3><span class=\"ez-toc-section\" id=\"4_Mo_rong_trai_nghiem_khach_hang_tu_phuc_vu\"><\/span>4. M\u1edf r\u1ed9ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ef1 ph\u1ee5c v\u1ee5<span class=\"ez-toc-section-end\"><\/span><\/h3><p>C\u1ea7n ph\u1ea3i c\u00f3 nhi\u1ec1u n\u1ed7 l\u1ef1c \u0111\u1ec3 h\u1ed7 tr\u1ee3 c\u00e1c nhu c\u1ea7u c\u1ea5p thi\u1ebft trong m\u1ecdi ng\u00e0nh khi \u0111\u1ea1i d\u1ecbch x\u1ea3y ra. Vi\u1ec7c ph\u00e2n lo\u1ea1i ngu\u1ed3n lao \u0111\u1ed9ng cho c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u1ea9n c\u1ea5p l\u00e0m cho vi\u1ec7c t\u1ef1 ph\u1ee5c v\u1ee5 tr\u1edf n\u00ean c\u1ea7n thi\u1ebft. IVR th\u00f4ng minh, C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p tr\u1ef1c tuy\u1ebfn, <a href=\"https:\/\/vbee.vn\/blog\/chia-se\/chatbot-la-gi\/\">chatbot<\/a> t\u1ef1 \u0111\u1ed9ng v\u00e0 c\u01a1 s\u1edf ki\u1ebfn th\u1ee9c n\u00e2ng cao \u0111\u00e3 tr\u1edf th\u00e0nh nh\u1eefng gi\u1ea3i ph\u00e1p ng\u0103n ch\u1eb7n cu\u1ed9c g\u1ecdi ch\u00ednh.<\/p><p>Vi\u1ec7c th\u00fac \u0111\u1ea9y t\u1ef1 ph\u1ee5c v\u1ee5 s\u1ebd cho ph\u00e9p c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 \u0111\u01b0\u1ee3c nhi\u1ec1u n\u0103ng l\u1ef1c ph\u1ee5c v\u1ee5 h\u01a1n v\u1edbi c\u00f9ng m\u1ed9t \u0111\u01a1n v\u1ecb lao \u0111\u1ed9ng. Nh\u1eefng ti\u1ebfn b\u1ed9 n\u00e0y s\u1ebd h\u1eefu \u00edch \u0111\u1ec3 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng th\u00f4ng tin li\u00ean quan m\u1ed9t c\u00e1ch nhanh ch\u00f3ng m\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i \u00e9p bu\u1ed9c m\u1ecdi ng\u01b0\u1eddi v\u00e0o k\u00eanh tho\u1ea1i.<\/p><p>Trong t\u01b0\u01a1ng lai, c\u00e1c trung t\u00e2m li\u00ean h\u1ec7 ph\u1ea3i cung c\u1ea5p h\u1ed7 tr\u1ee3 \u0111a k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a con ng\u01b0\u1eddi. Khi tri\u1ec3n khai c\u00e1c t\u00f9y ch\u1ecdn t\u1ef1 ph\u1ee5c v\u1ee5, h\u00e3y gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 truy c\u1eadp \u0111\u1ec3 di chuy\u1ec3n qua c\u00e1c k\u00eanh v\u00e0 li\u00ean h\u1ec7 v\u1edbi \u0111\u1ea1i l\u00fd k\u1ecbp th\u1eddi.<\/p><figure id=\"attachment_7691\" aria-describedby=\"caption-attachment-7691\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7691 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3.jpg\" alt=\"Contact Center\" width=\"768\" height=\"768\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3-300x300.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3-150x150.jpg 150w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3-75x75.jpg 75w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3-350x350.jpg 350w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-3-750x750.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7691\" class=\"wp-caption-text\">Contact Center cung c\u1ea5p h\u1ed7 tr\u1ee3 m\u1ed9t c\u00e1ch t\u1ef1 \u0111\u1ed9ng, nhanh ch\u00f3ng, gi\u00fap n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h3><span class=\"ez-toc-section\" id=\"5_Suy_nghi_lai_cac_chinh_sach_bao_mat\"><\/span>5. Suy ngh\u0129 l\u1ea1i c\u00e1c ch\u00ednh s\u00e1ch b\u1ea3o m\u1eadt<span class=\"ez-toc-section-end\"><\/span><\/h3><p>C\u00e1c c\u1ea3i ti\u1ebfn c\u00f4ng ngh\u1ec7 \u0111ang cho ph\u00e9p l\u00e0m vi\u1ec7c t\u1eeb xa m\u1ed9t c\u00e1ch an to\u00e0n trong c\u00e1c l\u0129nh v\u1ef1c bao g\u1ed3m m\u1ea1ng ri\u00eang \u1ea3o (VPN), h\u1ec7 th\u1ed1ng \u0111\u00e1m m\u00e2y ri\u00eang, m\u00e1y tr\u1ea1m &#8220;gi\u1ea3&#8221;&#8230; Khi c\u00f4ng vi\u1ec7c t\u1eeb xa tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn h\u01a1n, c\u00e1c ch\u00ednh s\u00e1ch b\u1ea3o m\u1eadt \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n \u0111\u1ec3 cho ph\u00e9p c\u00e1c c\u00f4ng ngh\u1ec7 n\u00e0y \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng trong m\u00f4i tr\u01b0\u1eddng Contact Center.<\/p><p>T\u01b0\u01a1ng lai c\u1ee7a c\u00e1c h\u00ecnh th\u1ee9c l\u00e0m vi\u1ec7c \u0111\u00e3 thay \u0111\u1ed5i, nh\u01b0ng c\u00e1c bi\u1ec7n ph\u00e1p an ninh th\u00ec kh\u00f4ng. B\u1edfi v\u00ec m\u1ed9t m\u00f4 h\u00ecnh c\u00f4ng vi\u1ec7c k\u1ebft h\u1ee3p \u0111ang t\u1ef1 c\u1ee7ng c\u1ed1, v\u1ea5n \u0111\u1ec1 an ninh s\u1ebd \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh t\u1ed1t h\u01a1n. V\u00ed d\u1ee5, h\u00e3y xem x\u00e9t c\u00e1ch gi\u00e1m s\u00e1t video cho ph\u00e9p s\u1eafp x\u1ebfp c\u00f4ng vi\u1ec7c linh ho\u1ea1t h\u01a1n m\u00e0 kh\u00f4ng c\u1ea7n t\u1edbi chi ph\u00ed cao h\u01a1n. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o an ninh s\u1ebd ph\u1ea3i suy ngh\u0129 l\u1ea1i v\u1ec1 nh\u1eefng g\u00ec ho\u1ea1t \u0111\u1ed9ng t\u1ed1t nh\u1ea5t v\u00e0 kh\u00f4ng b\u1ecb gi\u1edbi h\u1ea1n b\u1edfi nh\u1eefng t\u00e1c \u0111\u1ed9ng trong qu\u00e1 kh\u1ee9.<\/p><p>\u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 c\u00f3 ngh\u0129a l\u00e0 s\u1ebd ph\u1ea3i \u0111\u00e0o t\u1ea1o l\u1ea1i c\u00e1c c\u00e1 nh\u00e2n v\u1ec1 nh\u1eefng g\u00ec h\u1ecd mong \u0111\u1ee3i khi l\u00e0m vi\u1ec7c t\u1ea1i nh\u00e0. Gi\u1edbi thi\u1ec7u c\u00e1c tr\u1ee3 l\u00fd tham gia c\u00e1c kh\u00f3a h\u1ecdc b\u1ed3i d\u01b0\u1ee1ng v\u1ec1 b\u1ea3o m\u1eadt v\u00e0 quy t\u1eafc \u0111\u1ec3 c\u00f3 th\u1ec3 gi\u00fap h\u1ecd hi\u1ec3u nh\u1eefng g\u00ec c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c \u1edf h\u00ecnh th\u1ee9c l\u00e0m vi\u1ec7c t\u1ea1i nh\u00e0 trong t\u01b0\u01a1ng lai.<\/p><p>C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o c\u0169ng s\u1ebd mu\u1ed1n xem x\u00e9t tri\u1ec3n khai x\u00e1c th\u1ef1c \u0111a y\u1ebfu t\u1ed1 VPN. Vi\u1ec7c s\u1eed d\u1ee5ng x\u00e1c th\u1ef1c hai y\u1ebfu t\u1ed1 s\u1ebd an to\u00e0n h\u01a1n so v\u1edbi vi\u1ec7c ch\u1ec9 d\u1ef1a v\u00e0o m\u1eadt kh\u1ea9u \u0111\u1ec3 b\u1ea3o v\u1ec7. Thi\u1ebft l\u1eadp hai y\u1ebfu t\u1ed1 c\u1ef1c k\u1ef3 quan tr\u1ecdng \u0111\u1ec3 theo d\u00f5i ai c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o h\u1ec7 th\u1ed1ng \u0111\u00e1m m\u00e2y l\u01b0u tr\u1eef d\u1eef li\u1ec7u nh\u1ea1y c\u1ea3m.<\/p><figure id=\"attachment_7696\" aria-describedby=\"caption-attachment-7696\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7696 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center.jpg\" alt=\"Contact Center\" width=\"768\" height=\"471\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-300x184.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-750x460.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7696\" class=\"wp-caption-text\">Ch\u00fa tr\u1ecdng n\u00e2ng cao y\u1ebfu t\u1ed1 b\u1ea3o m\u1eadt gi\u00fap b\u1ea3o \u0111\u1ea3m an to\u00e0n d\u1eef li\u1ec7u. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h3><span class=\"ez-toc-section\" id=\"6_Khoi_dong_lai_cong_cu_ban_hang\"><\/span>6. Kh\u1edfi \u0111\u1ed9ng l\u1ea1i c\u00f4ng c\u1ee5 b\u00e1n h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3><p>C\u00e1c chuy\u1ebfn ch\u00e0o b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp s\u1ebd \u0111\u01b0\u1ee3c gi\u1ea3m thi\u1ec3u \u0111\u00e1ng k\u1ec3 trong t\u01b0\u01a1ng lai g\u1ea7n. V\u00e0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c b\u00e1n h\u00e0ng r\u1ed9ng r\u00e3i, kh\u00f4ng c\u00f3 m\u1ee5c ti\u00eau s\u1ebd kh\u00f4ng \u0111\u1ee7 v\u1edbi ng\u00e2n s\u00e1ch eo h\u1eb9p. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o s\u1ebd ph\u1ea3i xem x\u00e9t c\u00e1ch c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a h\u1ecd ph\u00f9 h\u1ee3p v\u1edbi \u0111i\u1ec1u ki\u1ec7n &#8220;b\u00ecnh th\u01b0\u1eddng m\u1edbi&#8221; v\u00e0 cho ph\u00e9p nh\u00f3m b\u00e1n h\u00e0ng th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd.<\/p><p>S\u1eed d\u1ee5ng ph\u00e2n t\u00edch n\u00e2ng cao \u0111\u1ec3 gi\u00fap t\u0103ng c\u00e1c c\u01a1 h\u1ed9i gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng nh\u1ea5t, k\u1ebft h\u1ee3p v\u1edbi nh\u00f3m b\u00e1n h\u00e0ng b\u00ean trong \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a \u0111\u1ec3 gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c b\u00e1n h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 c\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9 l\u00e0m vi\u1ec7c. T\u1eeb g\u00f3c \u0111\u1ed9 chi\u1ebfn thu\u1eadt, m\u00f4 h\u00ecnh b\u00e1n h\u00e0ng t\u1ea1i nh\u00e0 c\u0169ng cho ph\u00e9p c\u00e1c cu\u1ed9c h\u1ecdp linh ho\u1ea1t h\u01a1n v\u00e0 c\u00e1 nh\u00e2n h\u00f3a h\u01a1n. C\u00e1c \u0111\u1ea1i l\u00fd b\u00e1n h\u00e0ng t\u1eeb xa c\u0169ng s\u1ebd r\u1ea5t c\u1ea7n thi\u1ebft \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 gia h\u1ea1n, thay th\u1ebf v\u00e0 ho\u1ea1t \u0111\u1ed9ng b\u00e1n th\u00eam\/ b\u00e1n k\u00e8m khi c\u00e1c \u0111\u1ecba \u0111i\u1ec3m th\u1ef1c t\u1ebf v\u1eabn \u0111\u00f3ng c\u1eeda.<\/p><figure id=\"attachment_7689\" aria-describedby=\"caption-attachment-7689\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7689 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1.jpg\" alt=\"Contact Center\" width=\"768\" height=\"768\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1-300x300.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1-150x150.jpg 150w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1-75x75.jpg 75w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1-350x350.jpg 350w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-1-750x750.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7689\" class=\"wp-caption-text\">Contact Center gi\u00fap c\u00e1c doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n t\u1ed1c \u0111\u1ed9 l\u00e0m vi\u1ec7c v\u00e0 t\u0103ng c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h3><span class=\"ez-toc-section\" id=\"7_Xay_dung_chuong_trinh_dao_tao_moi\"><\/span>7. X\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o m\u1edbi<span class=\"ez-toc-section-end\"><\/span><\/h3><p>\u0110\u00e0o t\u1ea1o l\u1ea1i c\u00e1c tr\u1ee3 l\u00fd c\u1ee7a Contact Center l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng trong vi\u1ec7c cung c\u1ea5p nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi. H\u01a1n bao gi\u1edd h\u1ebft, c\u00e1c \u0111\u1eb7c v\u1ee5 b\u1ecb chia c\u1eaft b\u1edfi nh\u1eefng tr\u01b0\u1eddng h\u1ee3p kh\u00f4ng l\u01b0\u1eddng tr\u01b0\u1edbc \u0111\u01b0\u1ee3c s\u1ebd mu\u1ed1n \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u1edbi m\u1ed9t t\u1ed5 ch\u1ee9c v\u1eefng m\u1ea1nh v\u00e0 g\u1eafn b\u00f3 v\u1edbi nhau.<\/p><p>C\u00e1c t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 k\u1ef9 thu\u1eadt s\u1ed1 kh\u00f4ng \u0111\u1ed3ng b\u1ed9, ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u1ea3 n\u0103ng h\u1ecdc t\u1eadp, c\u00e1c k\u1ecbch b\u1ea3n th\u1ef1c h\u00e0nh \u0111\u00e0o t\u1ea1o d\u1ef1a tr\u00ean AI v\u00e0 ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c v\u1ec1 \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu c\u1ee7a t\u1eebng c\u00e1 nh\u00e2n \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh \u0111\u00e0o t\u1ea1o t\u1ea1o ra nh\u1eefng ng\u01b0\u1eddi \u0111\u1ea1t hi\u1ec7u su\u1ea5t cao nh\u1ea5t.<\/p><p>T\u1eadn d\u1ee5ng ti\u1ec1m n\u0103ng c\u1ee7a c\u00e1c \u0111\u1ecbnh d\u1ea1ng an to\u00e0n, phi l\u1edbp h\u1ecdc \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a phong c\u00e1ch h\u1ecdc t\u1eadp cho nh\u1eefng ng\u01b0\u1eddi h\u1ecdc kh\u00e1c nhau v\u00e0 \u0111\u01b0a ra c\u00e1c b\u00e0i \u0111\u00e1nh gi\u00e1 li\u00ean t\u1ee5c, theo nh\u1ecbp \u0111\u1ed9 c\u1ee7a b\u1ea3n th\u00e2n.<\/p><figure id=\"attachment_7692\" aria-describedby=\"caption-attachment-7692\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7692 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-4.jpg\" alt=\"Contact Center\" width=\"768\" height=\"361\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-4.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-4-300x141.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-4-750x353.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7692\" class=\"wp-caption-text\">X\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o c\u00e1c tr\u1ee3 l\u00fd c\u1ee7a Contact Center l\u00e0 vi\u1ec7c quan tr\u1ecdng \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><h2><span class=\"ez-toc-section\" id=\"Xu_huong_thiet_lap_su_on_dinh_Contact_Center\"><\/span>Xu h\u01b0\u1edbng thi\u1ebft l\u1eadp s\u1ef1 \u1ed5n \u0111\u1ecbnh Contact Center<span class=\"ez-toc-section-end\"><\/span><\/h2><p>Khi c\u1ea3 khu v\u1ef1c t\u01b0 nh\u00e2n v\u00e0 khu v\u1ef1c c\u00f4ng \u0111\u1ec1u v\u01b0\u1ee3t qua s\u1ef1 kh\u00f4ng ch\u1eafc ch\u1eafn trong qu\u00e1 kh\u1ee9 v\u00e0 l\u00ean k\u1ebf ho\u1ea1ch ho\u1ea1t \u0111\u1ed9ng cho c\u00e1c Contact Center c\u1ee7a h\u1ecd, h\u00e3y th\u1ef1c hi\u1ec7n nh\u1eefng \u0111\u1ed5i m\u1edbi t\u1ea1m th\u1eddi \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n trong c\u00e1c cu\u1ed9c kh\u1ee7ng ho\u1ea3ng g\u1ea7n \u0111\u00e2y \u0111\u1ec3 gi\u00fap h\u1ecd ki\u00ean c\u01b0\u1eddng v\u00e0o t\u01b0\u01a1ng lai.<\/p><p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 b\u00e1o c\u00e1o b\u1ed5 sung v\u1ec1 c\u00e1c \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u \u0111\u1ec3 gi\u00fap c\u00f4ng ty c\u1ee7a b\u1ea1n \u0111\u1ea9y nhanh CX v\u00e0 chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1.<\/p><ul><li>C\u00e1c c\u00f4ng c\u1ee5 v\u00e0 xu h\u01b0\u1edbng t\u1ef1 \u0111\u1ed9ng h\u00f3a Contact Center cho th\u1eadp k\u1ef7 tr\u01b0\u1edbc: Vi\u1ec7c tri\u1ec3n khai t\u1ef1 \u0111\u1ed9ng h\u00f3a Contact Center \u0111ang \u0111\u01b0\u1ee3c t\u0103ng t\u1ed1c. T\u00ecm hi\u1ec3u v\u1ec1 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI), tr\u00f2 chuy\u1ec7n t\u1ef1 \u0111\u1ed9ng v\u00e0 tr\u1ef1c ti\u1ebfp c\u0169ng nh\u01b0 c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a CX \u0111\u1ecbnh h\u00ecnh.<\/li><li>C\u00e1c ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t v\u1ec1 chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a Contact Center: H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng kh\u00f4ng gi\u1ed1ng nh\u01b0 tr\u01b0\u1edbc \u0111\u00e2y. \u0110\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u l\u00e0 ph\u1ea3i h\u00ecnh dung l\u1ea1i c\u00e1c t\u1ed5 ch\u1ee9c d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd &#8211; theo quan \u0111i\u1ec3m l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m h\u01a1n. T\u1eeb ph\u00e2n t\u00edch th\u1eddi gian th\u1ef1c \u0111\u1ebfn h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, h\u00e3y t\u00ecm hi\u1ec3u c\u00e1ch chuy\u1ec3n c\u00e1c trung t\u00e2m cu\u1ed9c g\u1ecdi truy\u1ec1n th\u1ed1ng c\u1ee7a b\u1ea1n th\u00e0nh c\u00e1c trung t\u00e2m li\u00ean h\u1ec7 \u0111a k\u00eanh d\u1ef1a tr\u00ean \u0111\u00e1m m\u00e2y trong t\u01b0\u01a1ng lai.<\/li><li>Chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t: C\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin chi ti\u1ebft c\u00f3 gi\u00e1 tr\u1ecb v\u1ec1 c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n b\u1eb1ng c\u00e1ch tri\u1ec3n khai n\u0103m ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t n\u00e0y cho ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ed3ng th\u1eddi t\u00ecm hi\u1ec3u v\u1ec1 c\u00e1c bi\u1ebfn ch\u1ee9ng trong ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng c\u1ea3n tr\u1edf vi\u1ec7c tri\u1ec3n khai ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c ch\u00fang.<\/li><li>Xu h\u01b0\u1edbng t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 AI c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u: C\u00e1c xu h\u01b0\u1edbng c\u00f4ng ngh\u1ec7, ch\u1eb3ng h\u1ea1n nh\u01b0 t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh b\u1eb1ng robot (<a href=\"https:\/\/vbee.vn\/blog\/chia-se\/rpa-la-gi\/\">RPA<\/a>), Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) v\u00e0 <a href=\"https:\/\/vbee.vn\/blog\/ai\/machine-learning\/\">h\u1ecdc m\u00e1y<\/a> (ML) cho c\u1ea3 t\u01b0\u01a1ng t\u00e1c c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng \u0111ang thay \u0111\u1ed5i b\u1ed9 m\u1eb7t c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Khi b\u1ea3n ch\u1ea5t c\u00f4ng vi\u1ec7c thay \u0111\u1ed5i, h\u00e3y h\u1ecdc c\u00e1ch ph\u00e1t tri\u1ec3n s\u1ee9c lao \u0111\u1ed9ng c\u1ee7a con ng\u01b0\u1eddi c\u00f9ng v\u1edbi chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng.<\/li><\/ul><figure id=\"attachment_7690\" aria-describedby=\"caption-attachment-7690\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-7690 size-full\" src=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-2.jpg\" alt=\"Contact Center\" width=\"768\" height=\"591\" title=\"\" srcset=\"https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-2.jpg 768w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-2-300x231.jpg 300w, https:\/\/vbee.vn\/blog\/wp-content\/uploads\/2020\/12\/contact-center-2-750x577.jpg 750w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-7690\" class=\"wp-caption-text\">Contact Center \u0111\u00e3 v\u00e0 \u0111ang l\u00e0 xu h\u01b0\u1edbng \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p \u00e1p d\u1ee5ng. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure><p>Hi\u1ec7n t\u1ea1i, tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o <a href=\"https:\/\/vbee.vn\/\">Vbee<\/a> \u0111ang cung c\u1ea5p n\u1ec1n t\u1ea3ng trung t\u00e2m li\u00ean l\u1ea1c kh\u00e1ch h\u00e0ng b\u1eb1ng AI ti\u00ean phong t\u1ea1i Vi\u1ec7t Nam \u2013 <a rel=\"noopener\" target=\"_blank\" href=\"https:\/\/vbee.vn\">Vbee<\/a> Contact Center AI bao g\u1ed3m c\u00e1c gi\u1ea3i ph\u00e1p <a rel=\"noopener\" target=\"_blank\" href=\"https:\/\/vbee.vn\">Vietnamese Text to Speech<\/a>; Smart Dialog (Conversational AI): Core AI, Chatbot, Livechat; Vietnamese <a href=\"https:\/\/vbee.vn\/blog\/chia-se\/chuyen-giong-noi-thanh-van-ban\/\">Speech To Text<\/a>, Vbee AI <a href=\"https:\/\/vbee.vn\/blog\/chia-se\/tong-dai-call-center\/\">Call Center<\/a> (inbound\/outbound call),\u2026 gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a <a href=\"https:\/\/vbee.vn\/blog\/usecase\/ai-trong-cham-soc-khach-hang\/\">Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a>, n\u00e2ng cao tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng, ti\u1ebft ki\u1ec7m chi ph\u00ed, \u0111\u1ea9y m\u1ea1nh ho\u1ea1t \u0111\u1ed9ng marketing\/ b\u00e1n h\u00e0ng.<\/p><p>Xem th\u00eam:<\/p><ul><li style=\"list-style-type: none;\"><ul><li><a href=\"https:\/\/vbee.vn\/blog\/chia-se\/cach-su-dung-callbot\/\">C\u00e1ch s\u1eed d\u1ee5ng callbot hi\u1ec7u qu\u1ea3 v\u1edbi Vbee AI Callbot<\/a><\/li><li><a href=\"https:\/\/vbee.vn\/blog\/chia-se\/conversational-ai-la-gi\/\">Conversational AI l\u00e0 g\u00ec? Ph\u00e2n bi\u1ec7t Chatbot v\u1edbi Conversational AI<\/a><\/li><li><a href=\"https:\/\/vbee.vn\/blog\/chia-se\/voicebot-la-gi\/\">Voicebot l\u00e0 g\u00ec? Ph\u00e2n bi\u1ec7t Voicebot, Chatbot v\u00e0 Callbot<\/a><\/li><\/ul><\/li><\/ul><p>&nbsp;<\/p>","protected":false},"excerpt":{"rendered":"<p>Tr\u01b0\u1edbc th\u1ef1c tr\u1ea1ng ng\u00e0nh d\u1ecbch v\u1ee5 \u0111\u00e3 ph\u1ea3i g\u1ed3ng m\u00ecnh v\u1edbi l\u01b0\u1ee3ng l\u1edbn ng\u01b0\u1eddi g\u1ecdi c\u1ea7n th\u00f4ng tin v\u00e0 s\u1ef1 h\u01b0\u1edbng d\u1eabn. C\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o Contact Center c\u1ea7n ph\u1ea3i vi\u1ebft l\u1ea1i c\u00e1c quy t\u1eafc \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111\u1ed3ng th\u1eddi v\u01b0\u1ee3t qua c\u00e1c kh\u00f3 kh\u0103n t\u1eeb ngo\u1ea1i c\u1ea3nh.7 xu h\u01b0\u1edbng&#8230;<\/p>\n","protected":false},"author":1,"featured_media":16039,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[133],"tags":[],"class_list":["post-1846","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chia-se"],"_links":{"self":[{"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/posts\/1846","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/comments?post=1846"}],"version-history":[{"count":16,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/posts\/1846\/revisions"}],"predecessor-version":[{"id":28349,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/posts\/1846\/revisions\/28349"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/media\/16039"}],"wp:attachment":[{"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/media?parent=1846"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/categories?post=1846"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.vn\/blog\/wp-json\/wp\/v2\/tags?post=1846"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}