{"id":8847,"date":"2023-10-05T08:00:59","date_gmt":"2023-10-05T01:00:59","guid":{"rendered":"https:\/\/vbee.ai\/blog\/?p=8847"},"modified":"2023-10-05T11:13:19","modified_gmt":"2023-10-05T04:13:19","slug":"contact-center","status":"publish","type":"post","link":"https:\/\/vbee.ai\/blog\/contact-center\/","title":{"rendered":"Contact Center &#8211; B\u00ed quy\u1ebft t\u1ed1i \u01b0u h\u00f3a v\u1eadn h\u00e0nh cho doanh nghi\u1ec7p"},"content":{"rendered":"<p><strong>Tr\u01b0\u1edbc nh\u1eefng y\u00eau c\u1ea7u v\u00e0 \u0111\u00f2i h\u1ecfi kh\u1eaft khe c\u1ee7a c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, Contact Center \u0111\u00e3 tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 \u0111\u1eafc l\u1ef1c cho c\u00e1c doanh nghi\u1ec7p. V\u1eady Contact Center l\u00e0 g\u00ec v\u00e0 n\u00f3 mang l\u1ea1i l\u1ee3i \u00edch nh\u01b0 th\u1ebf n\u00e0o cho doanh nghi\u1ec7p. C\u00f9ng <a href=\"https:\/\/vbee.ai\/\">Vbee.ai<\/a> t\u00ecm hi\u1ec3u ngay nh\u00e9.<\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_75 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">M\u1ee4C L\u1ee4C<\/p>\n<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>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Tim_hieu_Contact_Center_la_gi\" >T\u00ecm hi\u1ec3u Contact Center l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Contact_Center_mang_den_nhung_loi_ich_gi_cho_doanh_nghiep\" >Contact Center mang \u0111\u1ebfn nh\u1eefng l\u1ee3i \u00edch g\u00ec cho doanh nghi\u1ec7p?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Thuc_hien_cham_soc_khach_hang_tren_nhieu_nen_tang\" >Th\u1ef1c hi\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u n\u1ec1n t\u1ea3ng<\/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.ai\/blog\/contact-center\/#Contact_Center_hoat_dong_moi_luc_moi_noi\" >Contact Center ho\u1ea1t \u0111\u1ed9ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i<\/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.ai\/blog\/contact-center\/#Dieu_huong_cuoc_goi_tu_dong\" >\u0110i\u1ec1u h\u01b0\u1edbng cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng<\/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.ai\/blog\/contact-center\/#Cho_phep_tich_hop_thong_tin_voi_CRMERP\" >Cho ph\u00e9p t\u00edch h\u1ee3p th\u00f4ng tin v\u1edbi CRM\/ERP<\/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.ai\/blog\/contact-center\/#De_dang_mo_them_so_luong_may_nhanh\" >D\u1ec5 d\u00e0ng m\u1edf th\u00eam s\u1ed1 l\u01b0\u1ee3ng m\u00e1y nh\u00e1nh<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Mot_so_xu_huong_Contact_Center_moi_hien_nay\" >M\u1ed9t s\u1ed1 xu h\u01b0\u1edbng Contact Center m\u1edbi hi\u1ec7n nay<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Cham_soc_khach_hang_tren_nhieu_kenh\" >Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Chuyen_doi_so\" >Chuy\u1ec3n \u0111\u1ed5i s\u1ed1<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Tang_cuong_tinh_tu_dong_hoa\" >T\u0103ng c\u01b0\u1eddng t\u00ednh t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Ung_dung_cong_nghe_AI_va_customer-facing\" >\u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 AI v\u00e0 customer-facing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Ung_dung_cong_nghe_AI_va_Company-facing\" >\u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 AI v\u00e0 Company-facing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/vbee.ai\/blog\/contact-center\/#Quan_ly_thong_tin_khach_hang_tap_trung\" >Qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1eadp trung<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Tim_hieu_Contact_Center_la_gi\"><\/span>T\u00ecm hi\u1ec3u Contact Center l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Contact Center l\u00e0 m\u1ed9t k\u00eanh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho ph\u00e9p doanh nghi\u1ec7p c\u00f3 th\u1ec3 ti\u1ebfp nh\u1eadn, x\u1eed l\u00fd c\u00e1c c\u00f4ng vi\u1ec7c li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng qua nhi\u1ec1u k\u00eanh li\u00ean l\u1ea1c kh\u00e1c nhau thay v\u00ec ch\u1ec9 qua m\u1ed9t k\u00eanh li\u00ean h\u1ec7 \u0111i\u1ec7n tho\u1ea1i duy nh\u1ea5t. V\u00ed d\u1ee5 nh\u01b0 Zalo, Facebook, website, email, SMS, g\u1ecdi video hay tin nh\u1eafn.<\/p>\n<p>Vi\u1ec7c s\u1eed d\u1ee5ng Contact Center trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap duy tr\u00ec ho\u1ea1t \u0111\u1ed9ng li\u00ean m\u1ea1ch m\u00e0 kh\u00f4ng b\u1ecb gi\u00e1n \u0111o\u1ea1n nh\u01b0 m\u1ed9t s\u1ed1 c\u00e1ch l\u00e0m truy\u1ec1n th\u1ed1ng. \u1ede h\u00ecnh th\u1ee9c n\u00e0y, d\u00f9 kh\u00e1ch h\u00e0ng c\u00f3 g\u1eedi tin nh\u1eafn tr\u00ean Facebook, website hay g\u1eedi ph\u1ea3n \u00e1nh qua email, doanh nghi\u1ec7p v\u1eabn c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng, nhanh ch\u00f3ng v\u00e0 nh\u1ea5t qu\u00e1n. Ch\u00ednh v\u00ec v\u1eady, c\u00f3 th\u1ec3 xem \u0111\u00e2y l\u00e0 gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 h\u00e0ng \u0111\u1ea7u trong marketing \u0111a chi\u1ec1u \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p ch\u00fa tr\u1ecdng hi\u1ec7n nay.<\/p>\n<figure id=\"attachment_8852\" aria-describedby=\"caption-attachment-8852\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8852 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-5.jpg\" alt=\"Contact center\" width=\"768\" height=\"768\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-5.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-5-400x400.jpg 400w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-5-280x280.jpg 280w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-8852\" class=\"wp-caption-text\">Contact Center l\u00e0 k\u00eanh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho ph\u00e9p doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n qua nhi\u1ec1u k\u00eanh li\u00ean l\u1ea1c kh\u00e1c nhau. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h2><span class=\"ez-toc-section\" id=\"Contact_Center_mang_den_nhung_loi_ich_gi_cho_doanh_nghiep\"><\/span>Contact Center mang \u0111\u1ebfn nh\u1eefng l\u1ee3i \u00edch g\u00ec cho doanh nghi\u1ec7p?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Contact Center ra \u0111\u1eddi \u0111\u00e3 tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 \u0111\u1eafc l\u1ef1c cho c\u00e1c doanh nghi\u1ec7p trong vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. V\u1edbi Contact Center, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c h\u01b0\u1edfng v\u00f4 s\u1ed1 l\u1ee3i \u00edch v\u01b0\u1ee3t tr\u1ed9i kh\u00e1c h\u1eb3n v\u1edbi t\u1ed5ng \u0111\u00e0i truy\u1ec1n th\u1ed1ng nh\u01b0:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Thuc_hien_cham_soc_khach_hang_tren_nhieu_nen_tang\"><\/span>Th\u1ef1c hi\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u n\u1ec1n t\u1ea3ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Nh\u01b0 \u0111\u00e3 \u0111\u1ec1 c\u1eadp \u1edf tr\u00ean, Contact Center cho ph\u00e9p doanh nghi\u1ec7p c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1ed3ng b\u1ed9 tr\u00ean nhi\u1ec1u n\u1ec1n t\u1ea3ng kh\u00e1c nhau. Nh\u01b0 Facebook, email hay website\u2026 Nh\u1edd v\u1eady m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd, x\u1eed l\u00fd v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng. T\u1eeb \u0111\u00f3 gi\u00fap t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Contact_Center_hoat_dong_moi_luc_moi_noi\"><\/span>Contact Center ho\u1ea1t \u0111\u1ed9ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Contact Center v\u1eadn h\u00e0nh v\u00f4 c\u00f9ng \u0111\u01a1n gi\u1ea3n, ch\u1ec9 c\u1ea7n \u0111i\u1ec7n tho\u1ea1i c\u00f3 internet hay m\u00e1y t\u00ednh, ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p v\u1eabn c\u00f3 th\u1ec3 di\u1ec5n ra m\u1ed9t c\u00e1ch b\u00ecnh th\u01b0\u1eddng. Kh\u00f4ng nh\u1eefng v\u1eady, Contact Center c\u00f2n duy tr\u00ec ho\u1ea1t \u0111\u1ed9ng 24\/24 v\u00e0 ho\u1ea1t \u0111\u1ed9ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i ngay c\u1ea3 khi nh\u00e2n vi\u00ean kh\u00f4ng \u0111\u1ebfn c\u00f4ng ty. T\u1eeb \u0111\u00f3 gi\u00fap \u0111\u1ea3m b\u1ea3o ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n xuy\u00ean su\u1ed1t.<\/p>\n<figure id=\"attachment_8850\" aria-describedby=\"caption-attachment-8850\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8850 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-3.jpg\" alt=\"Contact center\" width=\"768\" height=\"512\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-3.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-3-600x400.jpg 600w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-8850\" class=\"wp-caption-text\">Contact Center c\u00f3 th\u1ec3 v\u1eadn h\u00e0nh 24\/7 ch\u1ec9 c\u1ea7n c\u00f3 thi\u1ebft b\u1ecb k\u1ebft n\u1ed1i internet. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Dieu_huong_cuoc_goi_tu_dong\"><\/span>\u0110i\u1ec1u h\u01b0\u1edbng cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Contact Center c\u00f3 th\u1ec3 \u0111i\u1ec1u h\u01b0\u1edbng cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng \u0111\u1ebfn c\u00e1c nh\u00e2n vi\u00ean, \u0111\u1ebfn c\u00e1c b\u1ed9 ph\u1eadn li\u00ean quan hay m\u00e1y nh\u00e1nh. \u0110\u1ed3ng th\u1eddi cho ph\u00e9p kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p tr\u1ef1c ti\u1ebfp theo c\u00f4ng ngh\u1ec7 IVR hi\u1ec7n \u0111\u1ea1i th\u00f4ng qua c\u00e1c thao t\u00e1c b\u1ea5m ph\u00edm theo y\u00eau c\u1ea7u.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Cho_phep_tich_hop_thong_tin_voi_CRMERP\"><\/span>Cho ph\u00e9p t\u00edch h\u1ee3p th\u00f4ng tin v\u1edbi CRM\/ERP<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u0110\u1ed3ng b\u1ed9 c\u00e1c th\u00f4ng tin t\u1eeb ERP, CRM, Helpdesk l\u00e0 m\u1ed9t t\u00ednh n\u0103ng v\u01b0\u1ee3t tr\u1ed9i m\u00e0 Contact Center mang t\u1edbi cho doanh nghi\u1ec7p. V\u1edbi t\u00ednh n\u0103ng n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, ki\u1ec3m tra l\u1ecbch s\u1eed cu\u1ed9c g\u1ecdi hay file ghi \u00e2m c\u1ee7a c\u00e1c cu\u1ed9c g\u1ecdi m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng.<\/p>\n<figure id=\"attachment_8848\" aria-describedby=\"caption-attachment-8848\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8848 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-1.jpg\" alt=\"Contact center\" width=\"768\" height=\"511\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-1.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-1-601x400.jpg 601w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-8848\" class=\"wp-caption-text\">\u0110\u1ed3ng b\u1ed9 c\u00e1c th\u00f4ng tin t\u1eeb ERP, CRM, Helpdesk l\u00e0 m\u1ed9t t\u00ednh n\u0103ng v\u01b0\u1ee3t tr\u1ed9i m\u00e0 Contact Center mang t\u1edbi cho doanh nghi\u1ec7p.(Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"De_dang_mo_them_so_luong_may_nhanh\"><\/span>D\u1ec5 d\u00e0ng m\u1edf th\u00eam s\u1ed1 l\u01b0\u1ee3ng m\u00e1y nh\u00e1nh<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>So v\u1edbi vi\u1ec7c m\u1ea5t th\u00eam chi ph\u00ed mua h\u1ec7 th\u1ed1ng d\u00e2y c\u00e1p \u0111i\u1ec7n v\u00e0 chi ph\u00ed \u0111i \u0111\u01b0\u1eddng d\u00e2y \u1edf t\u1ed5ng \u0111\u00e0i truy\u1ec1n th\u1ed1ng khi mu\u1ed1n m\u1edf th\u00eam m\u00e1y nhanh, th\u00ec v\u1edbi Contact Center, vi\u1ec7c m\u1edf r\u1ed9ng m\u1ea1ng l\u01b0\u1edbi m\u00e1y nhanh c\u00f3 chi ph\u00ed th\u1ea5p h\u01a1n r\u1ea5t nhi\u1ec1u.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Mot_so_xu_huong_Contact_Center_moi_hien_nay\"><\/span>M\u1ed9t s\u1ed1 xu h\u01b0\u1edbng Contact Center m\u1edbi hi\u1ec7n nay<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>S\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7 \u0111\u00e3 khi\u1ebfn cho Contact Center ng\u00e0y c\u00e0ng c\u00f3 th\u00eam nhi\u1ec1u t\u00ednh n\u0103ng h\u1eefu \u00edch \u0111\u1ec3 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p ch\u0103m s\u00f3c v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 xu h\u01b0\u1edbng Contact Center m\u1edbi hi\u1ec7n nay doanh nghi\u1ec7p c\u00f3 th\u1ec3 tham kh\u1ea3o:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Cham_soc_khach_hang_tren_nhieu_kenh\"><\/span>Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>V\u1edbi Contact Center, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ti\u1ebfp nh\u1eadn th\u00f4ng tin y\u00eau c\u1ea7u, ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u k\u00eanh kh\u00e1c nhau. V\u00e0 c\u00e1c th\u00f4ng tin n\u00e0y c\u1ea7n t\u1eadp trung tr\u00ean c\u00f9ng m\u1ed9t giao di\u1ec7n gi\u00fap nh\u00e2n vi\u00ean hi\u1ec3u r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3, \u0111i \u0111\u1ebfn k\u00eanh li\u00ean h\u1ec7 v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng, k\u1ecbp th\u1eddi nh\u1ea5t.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Chuyen_doi_so\"><\/span>Chuy\u1ec3n \u0111\u1ed5i s\u1ed1<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Chuy\u1ec3n \u0111\u1ed5i s\u1ed1 trong Contact Center l\u00e0 vi\u1ec7c \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y trong x\u00e2y d\u1ef1ng v\u00e0 v\u1eadn h\u00e0nh t\u1ed5ng \u0111\u00e0i 100% d\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng Internet. \u0110i\u1ec1u n\u00e0y m\u1ed9t m\u1eb7t t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho c\u00e1c nh\u00e2n vi\u00ean ch\u0103m s\u00f3c c\u00f3 th\u1ec3 ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i m\u00e0 ch\u1ec9 c\u1ea7n thi\u1ebft b\u1ecb k\u1ebft n\u1ed1i internet. M\u1eb7t kh\u00e1c gi\u00fap cho doanh nghi\u1ec7p kh\u00f4ng ph\u1ea3i t\u1ed1n qu\u00e1 nhi\u1ec1u chi ph\u00ed v\u1eadn h\u00e0nh nh\u01b0 t\u1ed5ng \u0111\u00e0i truy\u1ec1n th\u1ed1ng.<\/p>\n<figure id=\"attachment_8851\" aria-describedby=\"caption-attachment-8851\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8851 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-4.jpg\" alt=\"Contact center\" width=\"768\" height=\"768\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-4.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-4-400x400.jpg 400w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-4-280x280.jpg 280w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-8851\" class=\"wp-caption-text\">Xu h\u01b0\u1edbng chuy\u1ec3n \u0111\u1ed5i s\u1ed1 trong Contact Center l\u00e0 vi\u1ec7c \u1ee9ng d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y x\u00e2y d\u1ef1ng v\u00e0 v\u1eadn h\u00e0nh t\u1ed5ng \u0111\u00e0i 100% d\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng Internet. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Tang_cuong_tinh_tu_dong_hoa\"><\/span>T\u0103ng c\u01b0\u1eddng t\u00ednh t\u1ef1 \u0111\u1ed9ng h\u00f3a<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>T\u0103ng c\u01b0\u1eddng t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u01b0\u1ee3c xem l\u00e0 t\u00ednh n\u0103ng quan tr\u1ecdng khi doanh nghi\u1ec7p x\u00e2y d\u1ef1ng Contact Center. T\u00ednh n\u0103ng n\u00e0y cho ph\u00e9p thu th\u1eadp c\u00e1c th\u00f4ng tin li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng l\u01b0u tr\u1eef, khai th\u00e1c \u00e1p d\u1ee5ng v\u00e0o c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh. T\u1eeb \u0111\u00f3, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng hi\u1ec7u qu\u1ea3 b\u00e1n h\u00e0ng.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Ung_dung_cong_nghe_AI_va_customer-facing\"><\/span>\u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 AI v\u00e0 customer-facing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u1ee8ng d\u1ee5ng AI v\u1edbi customer-facing l\u00e0 xu h\u01b0\u1edbng \u1ee9ng d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u1ec3 gi\u00fap x\u1eed l\u00fd y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng thay v\u00ec ph\u1ea3i c\u1ea7n \u0111\u1ebfn s\u1ef1 h\u1ed7 tr\u1ee3 tr\u1ef1c ti\u1ebfp t\u1eeb nh\u00e2n vi\u00ean. V\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh c\u1ee7a xu h\u01b0\u1edbng n\u00e0y c\u00f3 th\u1ec3 k\u1ec3 \u0111\u1ebfn nh\u01b0 callbot, chatbot\u2026 d\u1ef1a tr\u00ean c\u00e1c kho d\u1eef li\u1ec7u, c\u00f3 kh\u1ea3 n\u0103ng x\u00e1c \u0111\u1ecbnh, ph\u00e2n lo\u1ea1i nhu c\u1ea7u kh\u00e1ch h\u00e0ng v\u00e0 h\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n c\u00e1c thao t\u00e1c ho\u00e0n to\u00e0n tr\u00ean h\u1ec7 th\u1ed1ng \u0111\u1ec3 t\u1ef1 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n<figure id=\"attachment_8849\" aria-describedby=\"caption-attachment-8849\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-8849 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-2.jpg\" alt=\"Contact center\" width=\"768\" height=\"768\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-2.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-2-400x400.jpg 400w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/contact-center-2-280x280.jpg 280w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-8849\" class=\"wp-caption-text\">\u1ee8ng d\u1ee5ng AI v\u1edbi customer-facing l\u00e0 xu h\u01b0\u1edbng \u1ee9ng d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u1ec3 gi\u00fap x\u1eed l\u00fd y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng thay v\u00ec ph\u1ea3i c\u1ea7n \u0111\u1ebfn s\u1ef1 h\u1ed7 tr\u1ee3 tr\u1ef1c ti\u1ebfp t\u1eeb nh\u00e2n vi\u00ean. (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Ung_dung_cong_nghe_AI_va_Company-facing\"><\/span>\u1ee8ng d\u1ee5ng c\u00f4ng ngh\u1ec7 AI v\u00e0 Company-facing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>M\u1ed9t xu h\u01b0\u1edbng kh\u00e1c c\u1ee7a Contact Center hi\u1ec7n nay \u0111\u00f3 l\u00e0 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 AI \u0111\u1ec3 ph\u00e2n t\u00edch d\u1eef li\u1ec7u gi\u1ecdng n\u00f3i, c\u1ea3m x\u00fac kh\u00e1ch h\u00e0ng. Qua \u0111\u00f3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ea1o ra c\u00e1c tr\u1ee3 l\u00fd \u1ea3o h\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t quy tr\u00ecnh ho\u00e0n to\u00e0n t\u1ef1 \u0111\u1ed9ng gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng n\u00e2ng cao hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Quan_ly_thong_tin_khach_hang_tap_trung\"><\/span>Qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1eadp trung<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Vi\u1ec7c qu\u1ea3n l\u00fd tri th\u1ee9c, th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1eadp trung s\u1ebd gi\u00fap cho AI c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng \u0111\u01b0\u1ee3c ngu\u1ed3n d\u1eef li\u1ec7u n\u00e0y \u0111\u1ec3 ph\u00e2n t\u00edch, \u0111\u01b0a ra nh\u1eefng tr\u1ea3i nghi\u1ec7m ph\u00f9 h\u1ee3p cho kh\u00e1ch h\u00e0ng, gi\u00fap gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e2u h\u01a1n v\u1edbi doanh nghi\u1ec7p.<\/p>\n<p>Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng th\u00f4ng tin chia s\u1ebb v\u1ec1 Contact Center v\u00e0 nh\u1eefng xu h\u01b0\u1edbng ph\u00e1t tri\u1ec3n Contact Center hi\u1ec7n nay. Hy v\u1ecdng nh\u1eefng th\u00f4ng tin n\u00e0y s\u1ebd gi\u00fap cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n t\u00ecm ra gi\u1ea3i ph\u00e1p h\u1ed7 tr\u1ee3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3.<\/p>\n<p>Ngu\u1ed3n tham kh\u1ea3o:<\/p>\n<ul>\n<li>StringeeX (ng\u00e0y tham kh\u1ea3o 23\/07\/2023), Contact Center l\u00e0 g\u00ec? C\u00e1c xu h\u01b0\u1edbng Contact Center m\u1edbi nh\u1ea5t, [online] stringeex.com. C\u00f3 t\u1ea1i: https:\/\/stringeex.com\/vi\/blog\/post\/contact-center-la-gi<\/li>\n<li>Th\u1ebf gi\u1edbi di \u0111\u1ed9ng (ng\u00e0y tham kh\u1ea3o 23\/07\/2023), Contact Center l\u00e0 g\u00ec? Ch\u1ee9c n\u0103ng Contact Center trong doanh nghi\u1ec7p, [online] thegioididong.com. C\u00f3 t\u1ea1i: https:\/\/vieclam.thegioididong.com\/tin-tuc\/contact-center-la-gi-chuc-nang-contact-center-trong-doanh-nghiep-599<\/li>\n<\/ul>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;8847&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;1&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;\u0110\u00e1nh gi\u00e1 b\u00e0i vi\u1ebft&quot;,&quot;legend&quot;:&quot;5\\\/5 - (1 b\u00ecnh ch\u1ecdn)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;Contact Center - B\u00ed quy\u1ebft t\u1ed1i \u01b0u h\u00f3a v\u1eadn h\u00e0nh cho doanh nghi\u1ec7p&quot;,&quot;width&quot;:&quot;142.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 142.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            5\/5 - (1 b\u00ecnh ch\u1ecdn)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Tr\u01b0\u1edbc nh\u1eefng y\u00eau c\u1ea7u v\u00e0 \u0111\u00f2i h\u1ecfi kh\u1eaft khe c\u1ee7a c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, Contact Center \u0111\u00e3 tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 \u0111\u1eafc l\u1ef1c cho c\u00e1c doanh nghi\u1ec7p. V\u1eady Contact Center l\u00e0 g\u00ec v\u00e0 n\u00f3 mang l\u1ea1i l\u1ee3i \u00edch nh\u01b0 th\u1ebf n\u00e0o cho doanh nghi\u1ec7p. C\u00f9ng Vbee.ai t\u00ecm hi\u1ec3u ngay nh\u00e9. T\u00ecm [&#8230;]\n","protected":false},"author":7,"featured_media":9247,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[98],"tags":[],"class_list":["post-8847","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tin-cong-nghe"],"_links":{"self":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/8847","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/comments?post=8847"}],"version-history":[{"count":7,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/8847\/revisions"}],"predecessor-version":[{"id":11425,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/8847\/revisions\/11425"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media\/9247"}],"wp:attachment":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media?parent=8847"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/categories?post=8847"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/tags?post=8847"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}