Okuhlangenwe nakho kwamakhasimende awinile kufanele kudalwe ngemiphumela efiswa yikhasimende kuqala ngokuqhathaniswa naleyo yenhlangano elenza nayo ibhizinisi - ngamanye amazwi, ulwazi olusekelwe ekuqondeni kwekhasimende.Ulwazi lwekhasimende olusekelwe ekuqondeni lumayelana nokuthatha ulwazi olusebenzisekayo onalo kukhasimende futhi ucwenge ingqalasizinda yakho kulokho elikufunayo nalokho okubaluleke kakhulu kubo.

Kungumqondo olula ngokombono, kodwa udinga izinkampani ukuthi zisethe kabusha isiko lazo futhi zihlele kabusha ukusebenza kwazo ukuze zigxile endleleni egxile kumakhasimende ngempela.Ukwenza kanjalo kudala i-win-win yokugcina;kugcina amakhasimende ejabule futhi kungenzeka aphinde ibhizinisi kuyilapho kuthuthukiswa izinkomba zokusebenza eziyinhloko (ama-KPI) njengomzamo wamakhasimende, ukulungiswa kokuxhumana kokuqala (i-FCR), nesikhathi sokulungiswa (TTR).Nansi indlela izinhlangano ezingaqala ngayo ukuncintisana ngolwazi lwamakhasimende olusekelwe ekuqondeni.

Kufanele ugxile kulokho ikhasimende elikufunayo, hhayi lokho ocabanga ukuthi lizokufuna - noma okubi nakakhulu, lokho okuzuzisa wena kuphela

Lokhu sikubona kakhulu esikhungweni sokuxhumana, izinhlangano eziningi zisabheka isikhungo sezindleko uma siqhathaniswa nesikhungo senani.Cabanga ngomuzwa wakho wokugcina ushayela inombolo yesevisi yekhasimende yenkampani lapho unesicelo esibucayi ngesikhathi.Ngenkathi ushaye ucingo ukuze ukhulume nochwepheshe, kungenzeka ukuthi uhlangabezane ngokushesha nohlobo oluthile lwesistimu ye-interactive voice response (IVR) ekucele ukuthi ucindezele inombolo kuphedi yakho yokudayela noma ukhulume isicelo sakho.Ingabe yilokhu obukufuna?Uma kucatshangelwa ukusebenzisana okuningi kwezwi namuhla kugcinelwe izicelo eziyinkimbinkimbi - lezo iningi lezixazululo ze-IVR ezingakabi yinkimbinkimbi ngokwanele ukuthi zingacutshungulwa - mhlawumbe akunjalo.

Uma ubuphethe umsebenzi oyisisekelo njengokukhokha ibhili noma ukusetha kabusha iphasiwedi mhlawumbe abasizi abazenzakalelayo banengqondo, kodwa uma udaba lwakho lubucayi ngesikhathi, lubalulekile, kanye/noma luxakile ufuna ukukhuluma nochwepheshe.Esikhundleni salokho, uyajikeleza nge-IVR uze ekugcineni ukhungatheke usuqala ukumemeza “umamukeli!”noma cindezela ngokuphindaphindiwe uziro.Uma ungavunyelwe ukweqa i-IVR, ukuzizwisa kuba kubi kakhulu.

Ngokombono wenhlangano, basebenzise isixazululo esipholile, esisha, sesimanje somenzeli obonayo esihlola wonke amagama obuchwepheshe afana ne-Natural Language Processing (NPL), Artificial Intelligence (AI), kanye ne- Machine Learning (ML)– kungani amakhasimende engajabulile ngayo, ingasaphathwa eyokuyisebenzisa?Isikhuthazo sokutshala imali asizange sisekelwe kulokho amabhizinisi acabanga ukuthi ikhasimende likufuna, kodwa kwakungenxa yokuthiibhizinisiifuna ikhasimende ukuthi liyisebenzisele ukuyizuzayaboimiphumela yebhizinisi efiselekayo (okungukuthi, izindleko eziphansi ngokusebenzisana kwabantu okuncishisiwe).Khumbula, uthola ithuba elilodwa kuphela lapho ubona kuqala.Ngokombono wekhasimende, isisho esithi “ngikhohlise kube kanye, ngihlazeke, ngikhohlise kabili, ngihlazeke” siyaqala ukusebenza uma uzama ukubenza basebenzise lesi sisebenzeli esibonakalayo esisha.

Esikhathini esithile esidlule, kungenzeka ukuthi utshele amakhasimende akho ukuthi “sicela ulalele le menyu njengoba ukwaziswa kushintshile”, ikhasimende lakho lilalele ukwaziswa, futhi akukho okushintshile.Manje uma bezwa lo menzeli omusha we-virtual ebuza ukuthi kungani efona, cishe banomuzwa wokuthi lesi yisikhathi “se-gotcha”.Besaba ukweqa ngaphandle kwesiqinisekiso sesinqumo...ngoba khumbula, bashaye ucingo ukuze bakhulume nochwepheshe, hhayi ukuqhuba ibhizinisi.

Ekugcineni, lokhu kuzolimaza umzamo wamakhasimende futhi kusazodinga ukuthi izinkampani zisebenzise izinsiza zabantu ukusiza - manje lapho ikhasimende likhungathekile noma licasukile.

Kufanele ufake isicelo sobunjiniyela bezenhlalo, hhayi ubunjiniyela bezobuchwepheshe

Ngokuphambene nobunjiniyela bobuchwepheshe - lokhu kuhamba lapha, lokho kuya lapho - ubunjiniyela bezenhlalo bugxile kulokho okungenzeka kusetshenziswe inkundla ukuze ikhule.Lokhu kudinga izinkampani ukuthi zihlaziye idatha eqoqwe ohambweni lwesevisi yekhasimende ngenjongo yokuthola imininingwane engabambekayo engasetshenziswa ukuze kuthuthukiswe futhi kuthuthukiswe ingqalasizinda, okungeyona inkambiso ezweni lanamuhla lokusebenzisana namakhasimende: idatha eqoqwe kanye nokuhlaziya okusetshenziselwa ukukala ukusebenza igxile ekwehliseni izindleko kanye nokugcina amakhasimende ekude nabasebenzeli ababukhoma, into ebiza kakhulu, nebalulekile, yanoma yikuphi ukusebenzelana kwamakhasimende.Isebenzisa isibonelo sethu somenzeli obonakalayo, inhlangano ingabona ukutholwa komenzeli wayo wesikhungo sokuxhumana uma ibeka ikhasimende kuqala ngokufunda ukuthi yini ebaluleke kakhulu kuyo.

Cabanga esikhundleni sokuphoqa amakhasimende ukuthi ehle ngembobo kanogwaja ezishintshayo uma isixazululo se-VA sibingelela ikhasimende ngokuthi “Sawubona, ngiwumsizi obonakalayo wenkampani ye-XYZ.Indawo yakho kulayini ivikelekile futhi unabantu abangu-XX ngaphambi kwakho.Kukhona engingakusiza ngakho njengoba usamile kulayini?”Kuleli qophelo uye waqaphela injongo yekhasimende yokushaya, ukubekwa kulayini, futhi cishe lizimisele kakhulu ukukuzama ngenkathi lisalindile njengoba kungekho bungozi emigomeni yalo, imiklomelo engaba khona kuphela.

Ukuze kuhlanganiswe inzuzo, futhi kwandiswe ukwamukelwa kokuzenzakalela, uma i-ejenti ebonakalayo yakhelwe ukuqoqa ulwazi oluwusizo mayelana nekhasimende - ngokwesibonelo, ukuliqinisekisa ngokuzenzakalelayo nokuthola umongo mayelana nesicelo noma udaba lwalo - olungadluliselwa kumenzeli ukuze uma ikhasimende lixhunyiwe bobabili bangakwazi ukuya phansi ebhizinisini.Ngale ndlela sibona ama-automation ahlelwa ngendlela yokusiza inhloso yekhasimende, hhayi ukuphambukisela ezintweni ezibalulekile enkampanini kuphela.Ikhasimende lithola izimpendulo ngokushesha, futhi inkampani ithola ekufunayo nayo: izindleko eziphansi, ukulungiswa kwekholi yokuqala ngokushesha, kanye ne-Net Promoter Scores.Uma usebenzisa ubunjiniyela bezenhlalo ekutshaleni kwakho imali, ukusetshenziswa kwesixazululo kuzodlula ophahleni - kuqinisekisiwe.

Udinga ukweqa umgoqo we-trust-fall

Uma uzoncoma ukutshalwa kwezimali okuzokwenza amakhasimende akho acabange, uqiniseka kangakanani ngokwamukelwa kwamakhasimende?Uma utshala ku-automation futhi, ngokwesibonelo, ufake inombolo yocingo ezinikele ukuze uthole isisombululo ukuze amakhasimende akwazi ukusibiza ngokuqondile ngokumaketha okuqinile (“Shayela umenzeli wethu wenkulumo kule nombolo engu-24×7; uzoyithanda!”) ingabe izosetshenziswa?Uma ungaqiniseki ukuthi impendulo yalowo mbuzo inguyebo, ngingaphakamisa ukuthi isu lingase libe namaphutha.

Ubuchwepheshe obuhle abudingi amaqhinga e-“gotcha”.Ukungafihli nokwethemba kuyisihluthulelo sokuphumelela ngolwazi lwamakhasimende olusekelwe ekuqondeni.

Zibuze: ingabe ingqalasizinda yakho namamethrikhi akhelwe eduze kwebhizinisi lakho, noma amakhasimende akho?Uma ubeka izixazululo phambi kwamakhasimende akho njenge-speed bump, azoshayela phezu kwawo.

Insiza: Ithathwe ku-inthanethi