{"id":27653,"date":"2026-06-09T17:05:40","date_gmt":"2026-06-09T08:05:40","guid":{"rendered":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/?p=27653"},"modified":"2026-06-09T17:07:32","modified_gmt":"2026-06-09T08:07:32","slug":"%e3%82%b3%e3%83%bc%e3%83%ab%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%82%92%e5%8a%b9%e7%8e%87%e5%8c%96%e3%81%99%e3%82%8b%e3%81%ab%e3%81%af%ef%bc%9f%e6%a5%ad%e5%8b%99%e6%94%b9%e5%96%84%e3%83%bb%e7%94%9f","status":"publish","type":"post","link":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/27653\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u52b9\u7387\u5316\u3059\u308b\u306b\u306f\uff1f\u696d\u52d9\u6539\u5584\u30fb\u751f\u7523\u6027\u5411\u4e0a\u30fb\u30b3\u30b9\u30c8\u524a\u6e1b\u306e\u624b\u9806\u3092\u89e3\u8aac"},"content":{"rendered":"<div class=\"summary-box\">\n<div class=\"summary-box__title\"><span class=\"summary-box__title_tag\">Point<\/span>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u307e\u3068\u3081<\/div>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u3068\u306f\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306e\u6d3b\u7528\u3068\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u306e\u518d\u8a2d\u8a08\u306b\u3088\u308a\u3001\u5fdc\u5bfe\u54c1\u8cea\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u30b3\u30b9\u30c8\u3068\u7a3c\u50cd\u7387\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/p>\n<ul class=\"summary-box__list summary-box__list\">\n<li><strong>IT\u5c0e\u5165\uff1a<\/strong>IVR\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306b\u3088\u308b\u5fdc\u5bfe\u81ea\u52d5\u5316<\/li>\n<li><strong>\u30ca\u30ec\u30c3\u30b8\u6574\u5099\uff1a<\/strong>FAQ\u306e\u5145\u5b9f\u3067\u9867\u5ba2\u306e\u81ea\u5df1\u89e3\u6c7a\u7387\u3092\u5411\u4e0a<\/li>\n<li><strong>KPI\u7ba1\u7406\uff1a<\/strong>AHT\u3084\u4e00\u6b21\u89e3\u6c7a\u7387\u306e\u5b9a\u70b9\u89b3\u6e2c\u3068\u7d99\u7d9a\u6539\u5584<\/li>\n<\/ul>\n<p>\u52b9\u7387\u5316\u3092\u9032\u3081\u308b\u969b\u306f\u3001\u307e\u305a\u73fe\u72b6\u306eKPI\u3092\u5206\u6790\u3057\u3001\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u3068\u306a\u3063\u3066\u3044\u308b\u5de5\u7a0b\u3092\u7279\u5b9a\u3057\u305f\u4e0a\u3067\u3001\u5f71\u97ff\u5ea6\u306e\u9ad8\u3044\u65bd\u7b56\u304b\u3089\u9806\u306b\u7740\u624b\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<\/div>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u306f\u3001\u9867\u5ba2\u5bfe\u5fdc\u54c1\u8cea\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u30b3\u30b9\u30c8\u3092\u6700\u9069\u5316\u3059\u308b\u3046\u3048\u3067\u91cd\u8981\u306a\u7d4c\u55b6\u8ab2\u984c\u3067\u3059\u3002<\/p>\n<p>\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001IVR\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u5c0e\u5165\u306b\u3088\u308b\u81ea\u52d5\u5316\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7a3c\u50cd\u7387\u6539\u5584\u3001KPI\u8a2d\u5b9a\u307e\u3067\u3001\u696d\u52d9\u6539\u5584\u30fb\u751f\u7523\u6027\u5411\u4e0a\u30fb\u30b3\u30b9\u30c8\u524a\u6e1b\u306e\u89b3\u70b9\u304b\u3089\u3001\u73fe\u5834\u3067\u3059\u3050\u306b\u6d3b\u7528\u3067\u304d\u308b\u624b\u6cd5\u3092\u4f53\u7cfb\u7684\u306b\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<div id=\"post-below-intro\"><\/div><h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u3068\u306f\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u3068\u306f\u3001\u300c\u9650\u3089\u308c\u305f\u4eba\u54e1\u30fb\u6642\u9593\u30fb\u30b3\u30b9\u30c8\u3067\u3001\u9867\u5ba2\u5bfe\u5fdc\u54c1\u8cea\u3092\u843d\u3068\u3055\u305a\u306b\u3088\u308a\u591a\u304f\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u51e6\u7406\u3067\u304d\u308b\u72b6\u614b\u3092\u3064\u304f\u308b\u3053\u3068\u300d\u3067\u3059\u3002<\/strong><\/span>\u5358\u7d14\u306a\u4eba\u54e1\u524a\u6e1b\u3084\u5bfe\u5fdc\u30b9\u30d4\u30fc\u30c9\u306e\u5f37\u5f15\u306a\u77ed\u7e2e\u3067\u306f\u306a\u304f\u3001\u30d7\u30ed\u30bb\u30b9\u30fb\u30c4\u30fc\u30eb\u30fb\u4eba\u6750\u306e3\u8981\u7d20\u3092\u6700\u9069\u5316\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u904b\u7528\u30b3\u30b9\u30c8\u306e\u4e21\u7acb\u3092\u76ee\u6307\u3059\u53d6\u308a\u7d44\u307f\u3092\u6307\u3057\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306b\u304a\u3051\u308b\u975e\u52b9\u7387\u306f\u7a4d\u307f\u91cd\u306a\u308b\u3068\u3001\u5fdc\u7b54\u7387\u306e\u4f4e\u4e0b\u30fb\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u96e2\u8077\u7387\u4e0a\u6607\u30fb\u30af\u30ec\u30fc\u30e0\u5897\u52a0\u3068\u3044\u3046\u60aa\u5faa\u74b0\u3092\u751f\u307f\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u696d\u52d9\u5168\u4f53\u3092\u4fef\u77b0\u3057\u305f\u69cb\u9020\u7684\u306a\u6539\u5584\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/p>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u6539\u5584\u304c\u6025\u52d9\u3068\u3055\u308c\u308b\u7406\u7531\u306f\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><b>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u6539\u5584\u304c\u6025\u52d9\u3068\u3055\u308c\u308b\u7406\u7531\u306f\u3001\u4eba\u6750\u4e0d\u8db3\u30fb\u591a\u69d8\u5316\u3059\u308b\u554f\u3044\u5408\u308f\u305b\u30c1\u30e3\u30cd\u30eb\u30fb\u30b3\u30b9\u30c8\u5727\u529b\u306e\u4e09\u91cd\u82e6\u304c\u540c\u6642\u9032\u884c\u3057\u3066\u3044\u308b\u304b\u3089\u3067\u3059\u3002<\/b><\/span><\/p>\n<p>\u7dcf\u52d9\u7701\u306e\u300c\u60c5\u5831\u901a\u4fe1\u767d\u66f8\u300d\u3067\u3082\u793a\u3055\u308c\u3066\u3044\u308b\u3088\u3046\u306b\u3001\u56fd\u5185\u3067\u306f\u5c11\u5b50\u9ad8\u9f62\u5316\u306b\u3088\u308b\u52b4\u50cd\u529b\u4e0d\u8db3\u304c\u6df1\u523b\u5316\u3057\u3066\u304a\u308a\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u5fc5\u8981\u306a\u4eba\u6750\u78ba\u4fdd\u306f\u307e\u3059\u307e\u3059\u56f0\u96e3\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002\u52a0\u3048\u3066\u3001\u96fb\u8a71\u30fb\u30e1\u30fc\u30eb\u30fb\u30c1\u30e3\u30c3\u30c8\u30fbSNS\u306a\u3069\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u5316\u304c\u9032\u3093\u3060\u3053\u3068\u3067\u3001\u4e00\u4ef6\u3042\u305f\u308a\u306e\u5bfe\u5fdc\u5de5\u6570\u306f\u5897\u52a0\u50be\u5411\u306b\u3042\u308a\u307e\u3059\u3002\u4f01\u696d\u304c\u30b3\u30b9\u30c8\u524a\u6e1b\u3092\u6c42\u3081\u308b\u5727\u529b\u3082\u5f37\u307e\u308a\u3001\u9650\u3089\u308c\u305f\u30ea\u30bd\u30fc\u30b9\u3067\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u4f53\u7cfb\u7684\u306a\u751f\u7523\u6027\u5411\u4e0a\u304c\u907f\u3051\u3089\u308c\u307e\u305b\u3093\u3002<\/p>\n<p>\u53c2\u8003\uff1a<a href=\"https:\/\/www.soumu.go.jp\/johotsusintokei\/whitepaper\/\" target=\"_blank\" rel=\"noopener\">\u60c5\u5831\u901a\u4fe1\u767d\u66f8<\/a><\/p>\n<h3>\u653e\u68c4\u547c\u7387\u30fb\u5e73\u5747\u51e6\u7406\u6642\u9593\u304c\u7d4c\u55b6\u306b\u4e0e\u3048\u308b\u5f71\u97ff\u306f\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><b>\u653e\u68c4\u547c\u7387\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u306e\u63a5\u7d9a\u5f85\u3061\u4e2d\u306b\u9867\u5ba2\u304c\u96fb\u8a71\u3092\u5207\u3063\u305f\u5272\u5408\u3067\u3042\u308a\u3001\u653e\u68c4\u547c\u7387\u306e\u4e0a\u6607\u306f\u3001\u6a5f\u4f1a\u640d\u5931\u3068\u9867\u5ba2\u4e0d\u6e80\u8db3\u3092\u76f4\u63a5\u5f15\u304d\u8d77\u3053\u3057\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>\u307e\u305f\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff1aAverage Handle Time\uff09\u304c\u9577\u3044\u307b\u3069\u3001\u540c\u6642\u9593\u5e2f\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u4ef6\u6570\u304c\u6e1b\u308a\u3001\u7d50\u679c\u3068\u3057\u3066\u5f85\u3061\u6642\u9593\u304c\u4f38\u3073\u3066\u653e\u68c4\u547c\u304c\u5897\u3048\u308b\u3068\u3044\u3046\u60aa\u5faa\u74b0\u304c\u751f\u307e\u308c\u307e\u3059\u3002\u3053\u306e2\u3064\u306e\u6307\u6a19\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u306e\u51fa\u767a\u70b9\u3067\u3059\u3002<\/p>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u52b9\u7387\u5316\u3059\u308b\u5177\u4f53\u7684\u306a\u65b9\u6cd5\u306f\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u624b\u6cd5\u306f\u3001\u5927\u304d\u304f\u300c\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u6d3b\u7528\u300d\u300c\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u6539\u5584\u300d\u300c\u4eba\u6750\u80b2\u6210\u300d\u306e3\u3064\u306b\u5206\u985e\u3055\u308c\u307e\u3059\u3002<\/strong><\/span><\/p>\n<p>\u305d\u308c\u305e\u308c\u72ec\u7acb\u3057\u305f\u65bd\u7b56\u3067\u306f\u306a\u304f\u3001\u76f8\u4e92\u306b\u88dc\u5b8c\u3057\u306a\u304c\u3089\u6a5f\u80fd\u3057\u307e\u3059\u3002\u307e\u305a\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3067\u5b9a\u578b\u696d\u52d9\u3092\u81ea\u52d5\u5316\u3057\u3001\u524a\u6e1b\u3057\u305f\u5de5\u6570\u3092\u4eba\u6750\u80b2\u6210\u3084\u8907\u96d1\u306a\u5bfe\u5fdc\u54c1\u8cea\u306e\u5411\u4e0a\u306b\u518d\u6295\u8cc7\u3059\u308b\u30b5\u30a4\u30af\u30eb\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u304c\u3001\u6301\u7d9a\u7684\u306a\u751f\u7523\u6027\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<h3>IVR\u30fbCTI\u306e\u5c0e\u5165<\/h3>\n<p><span style=\"background-color: #ffff99;\"><strong>IVR\uff08Interactive Voice Response\uff1a\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\uff09\u306e\u5c0e\u5165\u306b\u3088\u308a\u3001\u5b9a\u578b\u554f\u3044\u5408\u308f\u305b\u306e\u4e00\u6b21\u5bfe\u5fdc\u3092\u81ea\u52d5\u5316\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7a3c\u50cd\u7387\u3092\u6539\u5584\u3067\u304d\u307e\u3059\u3002<\/strong><\/span><\/p>\n<p>IVR\u306f\u3001\u96fb\u8a71\u3092\u304b\u3051\u3066\u304d\u305f\u9867\u5ba2\u306b\u97f3\u58f0\u30ac\u30a4\u30c0\u30f3\u30b9\u3067\u9078\u629e\u80a2\u3092\u63d0\u793a\u3057\u3001\u5185\u5bb9\u306b\u5fdc\u3058\u3066\u9069\u5207\u306a\u62c5\u5f53\u8005\u3084\u90e8\u7f72\u306b\u81ea\u52d5\u632f\u308a\u5206\u3051\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u4e00\u65b9\u3001CTI\uff08Computer Telephony Integration\uff1a\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u3068\u96fb\u8a71\u306e\u7d71\u5408\u30b7\u30b9\u30c6\u30e0\uff09\u306f\u3001\u7740\u4fe1\u3068\u540c\u6642\u306b\u9867\u5ba2\u306e\u904e\u53bb\u5c65\u6b74\u30fb\u5951\u7d04\u60c5\u5831\u3092\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u753b\u9762\u306b\u8868\u793a\u3059\u308b\u305f\u3081\u3001\u6bce\u56de\u306e\u672c\u4eba\u78ba\u8a8d\u3084\u60c5\u5831\u78ba\u8a8d\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u77ed\u7e2e\u3067\u304d\u307e\u3059\u3002<\/p>\n<table>\n<colgroup>\n<col style=\"width: 12.8%;\" \/>\n<col style=\"width: 44.9%;\" \/>\n<col style=\"width: 42.3%;\" \/> <\/colgroup>\n<tbody>\n<tr>\n<th style=\"text-align: left;\"><strong>\u30b7\u30b9\u30c6\u30e0<\/strong><\/th>\n<th style=\"text-align: left;\"><strong>\u4e3b\u306a\u6a5f\u80fd<\/strong><\/th>\n<th style=\"text-align: left;\"><strong>\u52b9\u7387\u5316\u306e\u52b9\u679c<\/strong><\/th>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">IVR<\/td>\n<td style=\"text-align: left;\">\u81ea\u52d5\u97f3\u58f0\u306b\u3088\u308b\u554f\u3044\u5408\u308f\u305b\u632f\u308a\u5206\u3051<\/td>\n<td style=\"text-align: left;\">\u4e00\u6b21\u5bfe\u5fdc\u306e\u81ea\u52d5\u5316\u3001\u5f85\u3061\u6642\u9593\u77ed\u7e2e<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">CTI<\/td>\n<td style=\"text-align: left;\">\u9867\u5ba2\u60c5\u5831\u306e\u81ea\u52d5\u30dd\u30c3\u30d7\u30a2\u30c3\u30d7\u8868\u793a<\/td>\n<td style=\"text-align: left;\">AHT\u77ed\u7e2e\u3001\u672c\u4eba\u78ba\u8a8d\u5de5\u6570\u306e\u524a\u6e1b<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">CRM<\/td>\n<td style=\"text-align: left;\">\u5bfe\u5fdc\u5c65\u6b74\u306e\u4e00\u5143\u7ba1\u7406<\/td>\n<td style=\"text-align: left;\">\u5f15\u304d\u7d99\u304e\u5de5\u6570\u524a\u6e1b\u3001\u5bfe\u5fdc\u54c1\u8cea\u5411\u4e0a<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3>CRM\uff08\u9867\u5ba2\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\uff09\u306e\u6d3b\u7528<\/h3>\n<p><span style=\"background-color: #ffff99;\"><b>CRM\uff08Customer Relationship Management\uff1a\u9867\u5ba2\u95a2\u4fc2\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\uff09\u306e\u6d3b\u7528\u3067\u3001\u5bfe\u5fdc\u5c65\u6b74\u306e\u4e00\u5143\u5316\u3068\u5f15\u304d\u7d99\u304e\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u304c\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u540c\u4e00\u9867\u5ba2\u304c\u8907\u6570\u56de\u554f\u3044\u5408\u308f\u305b\u308b\u30b1\u30fc\u30b9\u304c\u591a\u304f\u3001\u524d\u56de\u306e\u5bfe\u5fdc\u5185\u5bb9\u304c\u5171\u6709\u3055\u308c\u3066\u3044\u306a\u3044\u3068\u3001\u9867\u5ba2\u304c\u6bce\u56de\u540c\u3058\u8aac\u660e\u3092\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002CRM\u306b\u5bfe\u5fdc\u5c65\u6b74\u30fb\u9867\u5ba2\u5c5e\u6027\u30fb\u30af\u30ec\u30fc\u30e0\u5185\u5bb9\u3092\u96c6\u7d04\u3059\u308b\u3053\u3068\u3067\u3001\u62c5\u5f53\u8005\u304c\u5909\u308f\u3063\u3066\u3082\u6587\u8108\u3092\u5f15\u304d\u7d99\u3044\u3060\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002Salesforce\u3084Zendesk\u306a\u3069\u4e3b\u8981CRM\u30c4\u30fc\u30eb\u306b\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5411\u3051\u306e\u5c02\u7528\u30e2\u30b8\u30e5\u30fc\u30eb\u3082\u7528\u610f\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<h2>FAQ\u30b7\u30b9\u30c6\u30e0\u30fb\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306e\u5c0e\u5165\u3067\u4f55\u304c\u5909\u308f\u308b\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><strong>FAQ\u30b7\u30b9\u30c6\u30e0\u3068\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306e\u5c0e\u5165\u3067\u3001\u96fb\u8a71\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u305d\u306e\u3082\u306e\u3092\u524a\u6e1b\u3067\u304d\u307e\u3059\u3002<\/strong><\/span><\/p>\n<p>\u554f\u3044\u5408\u308f\u305b\u306e\u4e00\u5b9a\u5272\u5408\u306f\u300c\u55b6\u696d\u6642\u9593\u306f\u4f55\u6642\u307e\u3067\uff1f\u300d\u300c\u8fd4\u54c1\u65b9\u6cd5\u3092\u6559\u3048\u3066\u307b\u3057\u3044\u300d\u3068\u3044\u3063\u305f\u5b9a\u578b\u7684\u306a\u8cea\u554f\u304c\u5360\u3081\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u3089\u3092Web\u30b5\u30a4\u30c8\u4e0a\u306eFAQ\uff08\u3088\u304f\u3042\u308b\u8cea\u554f\uff09\u3084AI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3067\u81ea\u5df1\u89e3\u6c7a\u3067\u304d\u308b\u74b0\u5883\u3092\u6574\u3048\u308b\u3068\u3001\u96fb\u8a71\u30c1\u30e3\u30cd\u30eb\u3078\u306e\u6d41\u5165\u3092\u6291\u5236\u3067\u304d\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u672c\u5f53\u306b\u4eba\u306e\u5224\u65ad\u304c\u5fc5\u8981\u306a\u554f\u3044\u5408\u308f\u305b\u306b\u96c6\u4e2d\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>AI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3068\u6709\u4eba\u30c1\u30e3\u30c3\u30c8\u3092\u3069\u3046\u4f7f\u3044\u5206\u3051\u308b\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><b>AI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306f\u5b9a\u578b\u30fb\u983b\u51fa\u8cea\u554f\u306e\u4e00\u6b21\u5bfe\u5fdc\u306b\u4f7f\u3044\u3001\u8907\u96d1\u30fb\u611f\u60c5\u7684\u306a\u554f\u3044\u5408\u308f\u305b\u306f\u6709\u4eba\u30c1\u30e3\u30c3\u30c8\u306b\u7d20\u65e9\u304f\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u308b\u3053\u3068\u3067\u3001\u5bfe\u5fdc\u52b9\u7387\u306e\u5411\u4e0a\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>AI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3060\u3051\u306b\u983c\u308b\u3068\u3001\u8907\u96d1\u306a\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3067\u304d\u305a\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u4e0b\u304c\u308b\u30ea\u30b9\u30af\u304c\u3042\u308a\u307e\u3059\u3002\u300c\u30b7\u30ca\u30ea\u30aa\u578b\u30dc\u30c3\u30c8\uff08\u9078\u629e\u80a2\u304b\u3089\u9078\u3076\uff09\u300d\u3068\u300cAI\u578b\u30dc\u30c3\u30c8\uff08\u81ea\u7136\u8a00\u8a9e\u3067\u56de\u7b54\uff09\u300d\u3092\u7d44\u307f\u5408\u308f\u305b\u3001\u89e3\u6c7a\u3067\u304d\u306a\u3044\u5834\u5408\u306f\u6709\u4eba\u5bfe\u5fdc\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u5f15\u304d\u7d99\u3050\u300c\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u578b\u300d\u306e\u8a2d\u8a08\u304c\u3001\u73fe\u6642\u70b9\u3067\u6709\u529b\u306a\u9078\u629e\u80a2\u3067\u3059\u3002<\/p>\n<h2>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u751f\u7523\u6027\u3092\u9ad8\u3081\u308b\u306b\u306f\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><b>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u751f\u7523\u6027\u5411\u4e0a\u306b\u306f\u3001\u300c\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u6574\u5099\u300d\u300c\u5bfe\u5fdc\u30b9\u30af\u30ea\u30d7\u30c8\u306e\u6a19\u6e96\u5316\u300d\u300c\u5b9a\u671f\u7684\u306a\u30b3\u30fc\u30c1\u30f3\u30b0\u300d\u306e\u4e09\u3064\u304c\u67f1\u3068\u306a\u308a\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>\u30c4\u30fc\u30eb\u306e\u5c0e\u5165\u3060\u3051\u3067\u306f\u751f\u7523\u6027\u306f\u4e0a\u304c\u308a\u307e\u305b\u3093\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u500b\u4eba\u306e\u30b9\u30ad\u30eb\u3068\u77e5\u8b58\u304c\u5e95\u4e0a\u3052\u3055\u308c\u308b\u3053\u3068\u3067\u3001\u306f\u3058\u3081\u3066\u30b7\u30b9\u30c6\u30e0\u6295\u8cc7\u306e\u52b9\u679c\u304c\u6700\u5927\u5316\u3055\u308c\u307e\u3059\u3002\u7279\u306b\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\uff08\u793e\u5185FAQ\u30fb\u5bfe\u5fdc\u4e8b\u4f8b\u96c6\uff09\u304c\u5145\u5b9f\u3057\u3066\u3044\u308b\u3068\u3001\u65b0\u4eba\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7acb\u3061\u4e0a\u304c\u308a\u671f\u9593\u3092\u77ed\u7e2e\u3067\u304d\u3001\u30d9\u30c6\u30e9\u30f3\u4f9d\u5b58\u304b\u3089\u306e\u8131\u5374\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<h3>\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3092\u3069\u3046\u6574\u5099\u30fb\u904b\u7528\u3059\u308b\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><b>\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5373\u5ea7\u306b\u53c2\u7167\u3067\u304d\u308b\u793e\u5185\u60c5\u5831\u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u3067\u3042\u308a\u3001\u6574\u5099\u306b\u3088\u3063\u3066\u5fdc\u7b54\u54c1\u8cea\u306e\u5747\u4e00\u5316\u3068\u6559\u80b2\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u304c\u540c\u6642\u306b\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u69cb\u7bc9\u3067\u306f\u3001\u307e\u305a\u300c\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u3092\u6708\u6b21\u3067\u5206\u985e\u30fb\u96c6\u8a08\u300d\u3057\u3001\u983b\u51fa\u30c6\u30fc\u30de\u304b\u3089\u512a\u5148\u7684\u306b\u8a18\u4e8b\u5316\u3059\u308b\u3053\u3068\u304c\u52b9\u7387\u7684\u3067\u3059\u3002\u66f4\u65b0\u30eb\u30fc\u30eb\u3068\u62c5\u5f53\u8005\u3092\u660e\u78ba\u306b\u6c7a\u3081\u3066\u5b9a\u671f\u7684\u306b\u30e1\u30f3\u30c6\u30ca\u30f3\u30b9\u3057\u306a\u3044\u3068\u3001\u53e4\u3044\u60c5\u5831\u304c\u6b8b\u308a\u7d9a\u3051\u308b\u30ea\u30b9\u30af\u304c\u3042\u308a\u307e\u3059\u3002Notion\u3084Confluence\u306a\u3069\u793e\u5185Wiki\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3059\u308b\u3068\u3001\u691c\u7d22\u6027\u3068\u66f4\u65b0\u306e\u3057\u3084\u3059\u3055\u3092\u4e21\u7acb\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u4eba\u54e1\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\u3067\u7a3c\u50cd\u7387\u3092\u6700\u9069\u5316\u3059\u308b\u306b\u306f\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><b>\u4eba\u54e1\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u306e\u4e88\u6e2c\u7cbe\u5ea6\u3092\u4e0a\u3052\u3001\u9069\u5207\u306a\u4eba\u54e1\u914d\u7f6e\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u300c\u5348\u524d10\u6642\u301c11\u6642\u306f\u554f\u3044\u5408\u308f\u305b\u304c\u96c6\u4e2d\u3059\u308b\u300d\u300c\u6708\u672b\u306f\u8acb\u6c42\u95a2\u9023\u304c\u5897\u3048\u308b\u300d\u3068\u3044\u3063\u305f\u7e41\u9591\u30d1\u30bf\u30fc\u30f3\u304c\u5b58\u5728\u3057\u307e\u3059\u3002\u4eba\u54e1\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\u306f\u3053\u306e\u5c65\u6b74\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3066\u5fc5\u8981\u4eba\u54e1\u6570\u3092\u4e88\u6e2c\u3057\u3001\u30b7\u30d5\u30c8\u8a08\u753b\u306e\u81ea\u52d5\u751f\u6210\u3092\u652f\u63f4\u3059\u308b\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002\u904e\u5270\u306a\u30b7\u30d5\u30c8\u3092\u7d44\u3080\u3068\u4eba\u4ef6\u8cbb\u304c\u7121\u99c4\u306b\u5897\u3048\u3001\u4e0d\u8db3\u3059\u308b\u3068\u5fdc\u7b54\u7387\u304c\u4e0b\u304c\u308b\u305f\u3081\u3001\u7a3c\u50cd\u7387\u309280\u301c85%\u7a0b\u5ea6\u306b\u4fdd\u3064\u3053\u3068\u304c\u696d\u754c\u306e\u76ee\u5b89\u3068\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<h2>KPI\u3092\u6d3b\u7528\u3057\u305f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u306e\u6e2c\u5b9a\u65b9\u6cd5\u306f\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><b>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u306e\u9032\u6357\u306f\u3001KPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u3092\u6b63\u3057\u304f\u8a2d\u5b9a\u30fb\u8a08\u6e2c\u3059\u308b\u3053\u3068\u3067\u521d\u3081\u3066\u7ba1\u7406\u3067\u304d\u307e\u3059\u3002<\/b><\/span><\/p>\n<p>\u6539\u5584\u65bd\u7b56\u3092\u6253\u3063\u3066\u3082\u3001\u6e2c\u5b9a\u3059\u308b\u6307\u6a19\u304c\u306a\u3051\u308c\u3070\u52b9\u679c\u306e\u6709\u7121\u304c\u5206\u304b\u308a\u307e\u305b\u3093\u3002\u4e3b\u8981KPI\u3092\u5b9a\u70b9\u89b3\u6e2c\u3057\u3001\u65bd\u7b56\u524d\u5f8c\u306e\u6570\u5024\u5909\u5316\u3092\u3082\u3068\u306bPDCA\u3092\u56de\u3059\u4f53\u5236\u3092\u6574\u3048\u308b\u3053\u3068\u304c\u3001\u7d99\u7d9a\u7684\u306a\u696d\u52d9\u6539\u5584\u306e\u57fa\u76e4\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u6e2c\u5b9a\u3059\u3079\u304d\u4e3b\u8981KPI\u306f\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u512a\u5148\u3057\u3066\u7ba1\u7406\u3059\u3079\u304dKPI\u306f\u3001\u300c\u5fdc\u7b54\u7387\u30fb\u5e73\u5747\u51e6\u7406\u6642\u9593\u30fb\u9867\u5ba2\u6e80\u8db3\u5ea6\u30fb\u4e00\u6b21\u89e3\u6c7a\u7387\u300d\u306e4\u3064\u3067\u3059\u3002<\/strong><\/span><\/p>\n<table>\n<colgroup>\n<col style=\"width: 30.3%;\" \/>\n<col style=\"width: 47.7%;\" \/>\n<col style=\"width: 22.0%;\" \/> <\/colgroup>\n<tbody>\n<tr>\n<th style=\"text-align: left;\"><strong>KPI<\/strong><\/th>\n<th style=\"text-align: left;\"><strong>\u5b9a\u7fa9<\/strong><\/th>\n<th style=\"text-align: left;\"><strong>\u76ee\u5b89\u5024<\/strong><\/th>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">\u5fdc\u7b54\u7387\uff08Answer Rate\uff09<\/td>\n<td style=\"text-align: left;\">\u7740\u4fe1\u306b\u5bfe\u3057\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u7b54\u3057\u305f\u5272\u5408<\/td>\n<td style=\"text-align: left;\">90%\u4ee5\u4e0a<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff09<\/td>\n<td style=\"text-align: left;\">\u901a\u8a71\u6642\u9593\uff0b\u5f8c\u51e6\u7406\u6642\u9593\u306e\u5e73\u5747<\/td>\n<td style=\"text-align: left;\">\u696d\u7a2e\u306b\u3088\u308a\u7570\u306a\u308b<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09<\/td>\n<td style=\"text-align: left;\">\u5bfe\u5fdc\u5f8c\u30a2\u30f3\u30b1\u30fc\u30c8\u306b\u3088\u308b\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2<\/td>\n<td style=\"text-align: left;\">\u696d\u7a2e\u306b\u3088\u308a\u7570\u306a\u308b<\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: left;\">\u4e00\u6b21\u89e3\u6c7a\u7387\uff08FCR\uff09<\/td>\n<td style=\"text-align: left;\">\u4e00\u5ea6\u306e\u554f\u3044\u5408\u308f\u305b\u3067\u89e3\u6c7a\u3057\u305f\u5272\u5408<\/td>\n<td style=\"text-align: left;\">70\u301c75%\u4ee5\u4e0a<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u4e00\u6b21\u89e3\u6c7a\u7387\uff08FCR\uff1aFirst Contact Resolution\uff09\u306f\u7279\u306b\u91cd\u8981\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u3082\u5927\u304d\u304f\u5f71\u97ff\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002KPI\u8a08\u6e2c\u306b\u306f\u3001\u96fb\u8a71\u57fa\u76e4\u306b\u7d44\u307f\u8fbc\u307e\u308c\u305f\u30ec\u30dd\u30fc\u30c6\u30a3\u30f3\u30b0\u6a5f\u80fd\u3084BI\u30c4\u30fc\u30eb\uff08Business Intelligence\uff1a\u7d4c\u55b6\u60c5\u5831\u5206\u6790\u30c4\u30fc\u30eb\uff09\u3092\u6d3b\u7528\u3059\u308b\u3068\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u306e\u72b6\u6cc1\u628a\u63e1\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u3092\u6210\u529f\u3055\u305b\u308b\u30dd\u30a4\u30f3\u30c8\u306f\uff1f<\/h2>\n<p><span style=\"background-color: #ffff99;\"><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u3092\u6210\u529f\u3055\u305b\u308b\u30dd\u30a4\u30f3\u30c8\u306f\u3001\u73fe\u5834\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u5dfb\u304d\u8fbc\u3093\u3060\u30dc\u30c8\u30e0\u30a2\u30c3\u30d7\u306e\u6539\u5584\u6587\u5316\u3092\u3064\u304f\u308b\u3053\u3068\u3067\u3059\u3002<\/strong><\/span><\/p>\n<p>\u7d4c\u55b6\u30fb\u7ba1\u7406\u5c64\u304c\u30c4\u30fc\u30eb\u3092\u5c0e\u5165\u3059\u308b\u3060\u3051\u3067\u306f\u3001\u73fe\u5834\u306e\u904b\u7528\u306b\u5b9a\u7740\u3057\u306b\u304f\u304f\u52b9\u679c\u304c\u9650\u5b9a\u7684\u306b\u306a\u308a\u307e\u3059\u3002\u8ab2\u984c\u306b\u76f4\u9762\u3057\u3066\u3044\u308b\u306e\u306f\u73fe\u5834\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3067\u3059\u3002\u5b9a\u671f\u7684\u306b\u6539\u5584\u63d0\u6848\u3092\u53ce\u96c6\u30fb\u53cd\u6620\u3057\u3001\u5c0f\u3055\u306a\u6210\u529f\u4f53\u9a13\u3092\u7a4d\u307f\u91cd\u306d\u308b\u3053\u3068\u3067\u3001\u7d44\u7e54\u5168\u4f53\u306e\u6539\u5584\u610f\u8b58\u304c\u9ad8\u307e\u308a\u307e\u3059\u3002<\/p>\n<h3>\u5916\u90e8\u59d4\u8a17\uff08BPO\uff09\u3068\u81ea\u793e\u904b\u55b6\u3092\u3069\u3046\u9078\u629e\u3059\u308b\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><b>BPO\uff08Business Process Outsourcing\uff1a\u696d\u52d9\u5916\u90e8\u59d4\u8a17\uff09\u306f\u3001\u7e41\u9591\u5909\u52d5\u304c\u5927\u304d\u3044\u696d\u52d9\u3084\u30ce\u30f3\u30b3\u30a2\u696d\u52d9\u306b\u9069\u3057\u3066\u304a\u308a\u3001\u30b3\u30b9\u30c8<a href=\"https:\/\/biz.moneyforward.com\/words\/2176\/\" data-internallinksmanager029f6b8e52c=\"476\" title=\"\u5909\u52d5\u8cbb\">\u5909\u52d5\u8cbb<\/a>\u5316\u3068\u5c02\u9580\u6027\u78ba\u4fdd\u3092\u4e21\u7acb\u3059\u308b\u624b\u6bb5\u3067\u3059\u3002<\/b><\/span><\/p>\n<p>BPO\u3092\u6d3b\u7528\u3059\u308b\u3068\u3001\u7e41\u5fd9\u671f\u3060\u3051\u4eba\u54e1\u3092\u5897\u3084\u3059\u3068\u3044\u3063\u305f\u67d4\u8edf\u306a\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308b\u4e00\u65b9\u3001\u60c5\u5831\u7ba1\u7406\u30ea\u30b9\u30af\u3084\u5bfe\u5fdc\u54c1\u8cea\u306e\u4e00\u8cab\u6027\u7dad\u6301\u3068\u3044\u3046\u8ab2\u984c\u3082\u3042\u308a\u307e\u3059\u3002\u81ea\u793e\u904b\u55b6\u3068\u306e\u4f7f\u3044\u5206\u3051\u3068\u3057\u3066\u306f\u3001\u300c\u30d6\u30e9\u30f3\u30c9\u306b\u76f4\u7d50\u3059\u308b\u30af\u30ec\u30fc\u30e0\u5bfe\u5fdc\u3084\u9ad8\u5ea6\u306a\u63d0\u6848\u5bfe\u5fdc\u306f\u5185\u88fd\u3001\u5b9a\u578b\u554f\u3044\u5408\u308f\u305b\u306fBPO\u59d4\u8a17\u300d\u3068\u3044\u3046\u5206\u696d\u30e2\u30c7\u30eb\u304c\u591a\u304f\u63a1\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3>\u6539\u5584\u65bd\u7b56\u306e\u512a\u5148\u9806\u4f4d\u306f\u3069\u3046\u6c7a\u3081\u308b\uff1f<\/h3>\n<p><span style=\"background-color: #ffff99;\"><strong>\u6539\u5584\u65bd\u7b56\u306e\u512a\u5148\u9806\u4f4d\u306f\u3001\u300c\u5f71\u97ff\u5ea6\uff08\u89e3\u6c7a\u3057\u305f\u3068\u304d\u306e\u52b9\u679c\u306e\u5927\u304d\u3055\uff09\u300d\u3068\u300c\u5b9f\u65bd\u5bb9\u6613\u6027\uff08\u30b3\u30b9\u30c8\u3068\u671f\u9593\uff09\u300d\u306e\u4e8c\u8ef8\u3067\u8a55\u4fa1\u3057\u3066\u6c7a\u5b9a\u3057\u307e\u3059\u3002<\/strong><\/span><\/p>\n<p>\u3059\u3079\u3066\u306e\u8ab2\u984c\u3092\u540c\u6642\u306b\u89e3\u6c7a\u3057\u3088\u3046\u3068\u3059\u308b\u3068\u3001\u30ea\u30bd\u30fc\u30b9\u304c\u5206\u6563\u3057\u3066\u6210\u679c\u304c\u51fa\u306b\u304f\u304f\u306a\u308a\u307e\u3059\u3002\u307e\u305a\u73fe\u72b6KPI\u3092\u8a08\u6e2c\u3057\u3001\u6700\u3082\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u3068\u306a\u3063\u3066\u3044\u308b\u5de5\u7a0b\u3092\u4e00\u3064\u7279\u5b9a\u3057\u305f\u3046\u3048\u3067\u3001\u5f71\u97ff\u5ea6\u306e\u9ad8\u3044\u65bd\u7b56\u304b\u3089\u7740\u624b\u3059\u308b\u3053\u3068\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u3092\u7740\u5b9f\u306b\u524d\u9032\u3055\u305b\u308b\u65b9\u6cd5\u3067\u3059\u3002\u5c0f\u3055\u306a\u6539\u5584\u3067\u3082\u6570\u5024\u5316\u3057\u3066\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u6b21\u306e\u65bd\u7b56\u3078\u306e\u7d44\u7e54\u7684\u306a\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u304c\u751f\u307e\u308c\u307e\u3059\u3002<\/p>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u52b9\u7387\u5316\u3067\u6210\u679c\u3092\u51fa\u3059\u305f\u3081\u306b<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u306f\u3001IVR\u30fbCTI\u30fbCRM\u306a\u3069\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u6d3b\u7528\u3001FAQ\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306b\u3088\u308b\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u306e\u524a\u6e1b\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u6574\u5099\u3084\u4eba\u54e1\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\u306b\u3088\u308b\u4eba\u54e1\u6700\u9069\u5316\u3001\u305d\u3057\u3066\u6b63\u78ba\u306aKPI\u8a08\u6e2c\u306b\u3088\u308bPDCA\u30b5\u30a4\u30af\u30eb\u306e\u69cb\u7bc9\u3068\u3044\u3046\u56db\u3064\u306e\u8ef8\u3067\u9032\u3081\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u696d\u52d9\u6539\u5584\u306e\u7b2c\u4e00\u6b69\u3068\u3057\u3066\u3001\u307e\u305a\u81ea\u793e\u306e\u5fdc\u7b54\u7387\u30fbAHT\u30fbFCR\u3092\u8a08\u6e2c\u3057\u3001\u6700\u3082\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u3068\u306a\u3063\u3066\u3044\u308b\u5de5\u7a0b\u3092\u7279\u5b9a\u3059\u308b\u3053\u3068\u304b\u3089\u59cb\u3081\u3066\u307f\u3066\u304f\u3060\u3055\u3044\u3002\u751f\u7523\u6027\u5411\u4e0a\u306e\u53d6\u308a\u7d44\u307f\u306f\u3001\u7d99\u7d9a\u7684\u306a\u8a08\u6e2c\u3068\u6539\u5584\u306e\u7a4d\u307f\u91cd\u306d\u306b\u3088\u3063\u3066\u306e\u307f\u3001\u6301\u7d9a\u7684\u306a\u6210\u679c\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Point\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u307e\u3068\u3081 \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u5316\u3068\u306f\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306e\u6d3b\u7528\u3068\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u306e\u518d\u8a2d\u8a08\u306b\u3088\u308a\u3001\u5fdc\u5bfe\u54c1\u8cea\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u30b3\u30b9\u30c8\u3068\u7a3c\u50cd\u7387\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3067\u3059\u3002 IT\u5c0e\u5165\uff1aIVR\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306b\u3088\u308b\u5fdc\u5bfe\u81ea [&hellip;]<\/p>\n","protected":false},"author":71,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-27653","post","type-post","status-publish","format-standard","hentry","category-basics-of-work-efficiency"],"acf":{"pdf-dlbox-url":"","templatesbox-title":"\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8","templatesbox-img1-url":"","templatesbox-img1-title":"","templatesbox-img2-url":"","templatesbox-img2-title":"","templatesbox-desc":"\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u7121\u6599\u3067\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002\u305c\u3072\u3054\u81ea\u7531\u306b\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3057\u3066\u6d3b\u7528\u304f\u3060\u3055\u3044\u3002","templatesbox-btn-text":"\u7121\u6599\u3067\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3059\u308b","templatesbox-link":""},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/posts\/27653","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/users\/71"}],"replies":[{"embeddable":true,"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/comments?post=27653"}],"version-history":[{"count":6,"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/posts\/27653\/revisions"}],"predecessor-version":[{"id":27718,"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/posts\/27653\/revisions\/27718"}],"wp:attachment":[{"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/media?parent=27653"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/categories?post=27653"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/biz.moneyforward.com\/work-efficiency\/basic\/wp-json\/wp\/v2\/tags?post=27653"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}