{"id":1373,"date":"2022-09-07T15:10:14","date_gmt":"2022-09-07T06:10:14","guid":{"rendered":"https:\/\/callcenternavi.jp\/connenavi\/?post_type=news&#038;p=1373"},"modified":"2026-03-11T09:01:03","modified_gmt":"2026-03-11T00:01:03","slug":"cx%ef%bc%88%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%83%bb%e3%82%a8%e3%82%af%e3%82%b9%e3%83%9a%e3%83%aa%e3%82%a8%e3%83%b3%e3%82%b9%ef%bc%89%e3%81%a8%e3%81%af%e3%80%82%e7%94%a8%e8%aa%9e%e8%a7%a3","status":"publish","type":"news","link":"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/","title":{"rendered":"CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u3068\u306f\u2502\u7528\u8a9e\u89e3\u8aac\u3068\u5411\u4e0a\u306e\u30dd\u30a4\u30f3\u30c8\u3092\u7d39\u4ecb"},"content":{"rendered":"\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306b\u643a\u308f\u308b\u65b9\u5411\u3051\u306b<strong>CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09<\/strong>\u306b\u3064\u3044\u3066\u3001\u7528\u8a9e\u306e\u89e3\u8aac\u3084\u5b9f\u52d9\u306b\u6d3b\u304b\u305b\u308bCX\u5411\u4e0a\u306e\u30dd\u30a4\u30f3\u30c8\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<ul 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href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#3%E5%8F%A3%E3%82%B3%E3%83%9F%E3%81%AB%E3%82%88%E3%82%8B%E3%83%9E%E3%83%BC%E3%82%B1%E3%83%86%E3%82%A3%E3%83%B3%E3%82%B0%E5%8A%B9%E6%9E%9C\" >3.\u53e3\u30b3\u30df\u306b\u3088\u308b\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u52b9\u679c<\/a><\/li><\/ul><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#CX%E5%90%91%E4%B8%8A%E3%81%AE%E3%81%9F%E3%82%81%E3%81%AB%E3%82%B3%E3%83%B3%E3%82%BF%E3%82%AF%E3%83%88%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC%E3%81%8C%E3%81%A7%E3%81%8D%E3%82%8B%E3%81%93%E3%81%A8\" >CX\u5411\u4e0a\u306e\u305f\u3081\u306b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u3067\u304d\u308b\u3053\u3068<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#1CX%E3%81%AE%E5%8F%AF%E8%A6%96%E5%8C%96%EF%BC%88%E3%83%9A%E3%83%AB%E3%82%BD%E3%83%8A%E3%82%AB%E3%82%B9%E3%82%BF%E3%83%9E%E3%83%BC%E3%82%B8%E3%83%A3%E3%83%BC%E3%83%8B%E3%83%BC%E3%81%AE%E4%BD%9C%E6%88%90%EF%BC%89\" >1.CX\u306e\u53ef\u8996\u5316\uff08\u30da\u30eb\u30bd\u30ca\/\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u4f5c\u6210\uff09<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#2%E7%8F%BE%E7%8A%B6%E6%8A%8A%E6%8F%A1%EF%BC%88%E9%A1%A7%E5%AE%A2%E3%82%B5%E3%83%BC%E3%83%99%E3%82%A4%E3%81%AE%E5%AE%9F%E6%96%BD%EF%BC%89\" >2.\u73fe\u72b6\u628a\u63e1\uff08\u9867\u5ba2\u30b5\u30fc\u30d9\u30a4\u306e\u5b9f\u65bd\uff09<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#3%E6%88%A6%E7%95%A5%E7%AD%96%E5%AE%9A\" >3.\u6226\u7565\u7b56\u5b9a<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#4%E6%94%B9%E5%96%84%E6%B4%BB%E5%8B%95\" >4.\u6539\u5584\u6d3b\u52d5<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1373\/#%E3%81%BE%E3%81%A8%E3%82%81\" >\u307e\u3068\u3081<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%EF%BC%88%E3%82%AB%E3%82%B9%E3%82%BF%E3%83%9E%E3%83%BC%E3%83%BB%E3%82%A8%E3%82%AF%E3%82%B9%E3%83%9A%E3%83%AA%E3%82%A8%E3%83%B3%E3%82%B9%EF%BC%89%E3%81%A8%E3%81%AF\"><\/span>CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><mark>CX\u3068\u306f\u3001Customer Experience\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff1d\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u7565\u8a9e\u3067\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u3084\u5546\u54c1\u305d\u306e\u3082\u306e\u306e\u6a5f\u80fd\u3084\u4fa1\u683c\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u304c\u4f53\u9a13\u3059\u308b\u8cfc\u5165\u524d\u304b\u3089\u8cfc\u5165\u5f8c\u307e\u3067\u306e\u4e00\u9023\u306e\u30d7\u30ed\u30bb\u30b9\u307e\u3067\u3092\u5bfe\u8c61\u3068\u3057\u3001\u300c\u611f\u60c5\u7684\u306a\u4fa1\u5024\u300d\u3078\u306e\u8a34\u6c42\u3092\u91cd\u8996\u3059\u308b\u30b3\u30f3\u30bb\u30d7\u30c8\u306a\u3044\u3057\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u7528\u8a9e<\/mark>\u3092\u6307\u3057\u307e\u3059\u3002<br><br>\u4f8b\u3048\u3070\u3001\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u901a\u8ca9\u3067\u5546\u54c1\u3092\u8cfc\u5165\u3059\u308b\u3053\u3068\u3092\u30a4\u30e1\u30fc\u30b8\u3057\u307e\u3057\u3087\u3046\u3002\u307e\u305a\u3001\u521d\u3081\u306b\u9867\u5ba2\u306f\u5e83\u544a\u3084SNS\u3092\u898b\u3066\u5546\u54c1\u3092\u8a8d\u77e5\u3057\u307e\u3059\u3002\u305d\u306e\u5546\u54c1\u306b\u95a2\u3059\u308b\u60c5\u5831\u3084\u53e3\u30b3\u30df\u306a\u3069\u60c5\u5831\u53ce\u96c6\u3092\u3057\u3001\u8cfc\u5165\u610f\u6b32\u304c\u9ad8\u307e\u3063\u305f\u3068\u3053\u308d\u3067\u901a\u8ca9\u30b5\u30a4\u30c8\u306b\u8a2a\u308c\u3001\u3055\u3089\u306b\u5199\u771f\u3084\u4fa1\u683c\u3001\u5546\u54c1\u7d39\u4ecb\u6587\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002\u305d\u306e\u6642\u306b\u4e0d\u660e\u70b9\u3084\u6c17\u306b\u306a\u308b\u3053\u3068\u304c\u3042\u3063\u305f\u3089\u30b5\u30a4\u30c8\u5185\u306eFAQ\u30da\u30fc\u30b8\u3092\u78ba\u8a8d\u3057\u305f\u308a\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u554f\u3044\u5408\u308f\u305b\u3059\u308b\u3053\u3068\u3082\u3042\u308b\u3067\u3057\u3087\u3046\u3002\u7591\u554f\u304c\u89e3\u6c7a\u3067\u304d\u305f\u3089\u3088\u3046\u3084\u304f\u8cfc\u5165\u30da\u30fc\u30b8\u3067\u9867\u5ba2\u60c5\u5831\u306e\u767b\u9332\u3084\u6c7a\u6e08\u3078\u3068\u9032\u307f\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u6570\u65e5\u5f85\u3064\u3068\u904b\u9001\u4f1a\u793e\u304b\u3089\u5546\u54c1\u304c\u9001\u3089\u308c\u3001\u305d\u308c\u3089\u304c\u6c17\u306b\u5165\u3063\u305f\u3089\u81ea\u8eab\u306eSNS\u306b\u30a2\u30c3\u30d7\u3057\u305f\u308a\u3001\u30b5\u30a4\u30c8\u3078\u30ec\u30d3\u30e5\u30fc\u3092\u66f8\u3044\u305f\u308a\u3057\u3066\u3001\u5171\u6709\u3055\u308c\u307e\u3059\u3002<br><br>\u4eca\u8a18\u8f09\u3057\u305f\u306e\u306f\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u901a\u8ca9\u3067\u5546\u54c1\u3092\u8cfc\u5165\u3059\u308b\u969b\u306e\u4e00\u9023\u306e\u30d7\u30ed\u30bb\u30b9\u4f8b\u3067\u3059\u304c\u3001\u307e\u3055\u306b\u3053\u306e\u30d7\u30ed\u30bb\u30b9\u3067\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306a\u611f\u60c5\u306b\u306a\u3063\u305f\u304b\u3092\u91cd\u8996\u3059\u308b\u30b3\u30f3\u30bb\u30d7\u30c8\u304c<strong>CX<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u3082\u3057\u304b\u3057\u305f\u3089\u3001\u5546\u54c1\u7d39\u4ecb\u30da\u30fc\u30b8\u304c\u7169\u96d1\u3067\u7169\u308f\u3057\u3044\u3068\u611f\u3058\u305f\u304b\u3082\u3057\u308c\u306a\u3044\u3057\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u5bfe\u5fdc\u304c\u7d20\u6674\u3089\u3057\u304f\u3001\u4f01\u696d\u306e\u4fe1\u983c\u611f\u3078\u7e4b\u304c\u3063\u305f\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u3053\u306e\u3088\u3046\u306b\u9867\u5ba2\u306e\u611f\u60c5\u3092\u8003\u3048\u3001\u9b45\u529b\u3042\u308b\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%E3%81%AF%E8%A4%87%E6%95%B0%E3%81%AE%E6%A7%8B%E6%88%90%E8%A6%81%E7%B4%A0%E3%81%8C%E7%B5%84%E3%81%BF%E5%90%88%E3%82%8F%E3%81%95%E3%81%A3%E3%81%9F%E3%82%82%E3%81%AE%E3%81%A7%E3%81%82%E3%82%8B\"><\/span>CX\u306f\u8907\u6570\u306e\u69cb\u6210\u8981\u7d20\u304c\u7d44\u307f\u5408\u308f\u3055\u3063\u305f\u3082\u306e\u3067\u3042\u308b<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" width=\"1024\" height=\"522\" src=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-9.30.16-1024x578-1.png\" alt=\"\" class=\"wp-image-3626\" style=\"width:836px;height:auto\" srcset=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-9.30.16-1024x578-1.png 1024w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-9.30.16-1024x578-1-300x153.png 300w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-9.30.16-1024x578-1-768x392.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/www.rocketsource.com\/blog\/customer-experience\" target=\"_blank\" rel=\"noopener\" title=\"\">\u3010\u51fa\u5178\uff1arocket source.com\u3011<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<p>CX\u306f\u8907\u6570\u306e\u69cb\u6210\u8981\u7d20\u304b\u3089\u306a\u308a\u307e\u3059\u3002CX\u306e\u4e2d\u306b\u3001UX\u306a\u3069\u306e\u8003\u3048\u3082\u5305\u62ec\u3055\u308c\u308b\u3088\u3046\u306a\u95a2\u4fc2\u6027\u306b\u306a\u308a\u307e\u3059\u3002\uff08CX\u3068UX\u306e\u9055\u3044\u306b\u3064\u3044\u3066\u306f\u5f8c\u8ff0\u3057\u307e\u3059\uff09\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3082CX\u3092\u69cb\u6210\u3059\u308b\u8981\u7d20\u306e\u4e00\u3064\u3067\u3001\u9867\u5ba2\u3068\u306e\u76f4\u63a5\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3068\u3044\u3046\u3053\u3068\u3082\u3042\u308a\u3001CX\u5168\u4f53\u3092\u5de6\u53f3\u3059\u308b\u91cd\u8981\u306a\u30dd\u30b8\u30b7\u30e7\u30f3\u3068\u8a00\u3048\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306f\u3001\u5358\u306b\u9867\u5ba2\u306e\u5bfe\u5fdc\u3092\u884c\u3046\u3060\u3051\u3067\u306f\u306a\u304f\u91cd\u8981\u306a\u30c7\u30fc\u30bf\u306e\u53ce\u96c6\u5834\u6240\u306b\u3082\u306a\u308a\u307e\u3059\u3057\u3001\u30d6\u30e9\u30f3\u30c9\u30a4\u30e1\u30fc\u30b8\u306b\u3082\u5927\u304d\u304f\u95a2\u308f\u308a\u304c\u3042\u308a\u307e\u3059\u3002\u30a2\u30e1\u30ea\u30ab\u4f01\u696d\u306e\u30b6\u30c3\u30dd\u30b9\u793e\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3067\u306f\u3044\u308f\u3086\u308b\u300c\u795e\u5bfe\u5fdc\u300d\u304c\u6709\u540d\u3067\u3001\u305d\u306e\u5bfe\u5fdc\u304c\u30d6\u30e9\u30f3\u30c9\u30a4\u30e1\u30fc\u30b8\u306b\u7e4b\u304c\u308a\u3001\u3072\u3044\u3066\u306f\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3084\u5e83\u544a\u3068\u3044\u3046\u8981\u7d20\u306a\u3069\u306b\u3082\u7e4b\u304c\u3063\u3066\u304d\u307e\u3059\u3002<br><br>\u3088\u308a\u826f\u3044CX\u3092\u5b9f\u73fe\u3059\u308b\u306b\u306f\u69cb\u6210\u8981\u7d20\u306e\u305d\u308c\u305e\u308c\u304c\u72ec\u7acb\u3057\u305f\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u9023\u643a\u3057\u3066\u8cea\u3092\u9ad8\u3081\u3066\u3044\u304f\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u914d\u9001\u30b9\u30d4\u30fc\u30c9\u3068\u3044\u3046\u306e\u306fCX\u3092\u9ad8\u3081\u308b\u4e00\u3064\u306e\u624b\u6bb5\u3067\u3059\u304c\u3001\u5546\u54c1\u914d\u9001\u3092\u3044\u304f\u3089\u9811\u5f35\u3063\u3066\u3082\u5546\u54c1\u68b1\u5305\u304c\u8ffd\u3044\u3064\u3044\u3066\u3044\u306a\u3044\u3068\u914d\u9001\u30b9\u30d4\u30fc\u30c9\u3092\u9ad8\u3081\u308b\u3053\u3068\u306f\u3067\u304d\u307e\u305b\u3093\u3002\u5e83\u544a\u306b\u3069\u308c\u3060\u3051\u529b\u3092\u5165\u308c\u3066\u3082\u3001\u30d6\u30e9\u30f3\u30c9\u30a4\u30e1\u30fc\u30b8\u304c\u60aa\u3044\u3068\u9006\u52b9\u679c\u306b\u306a\u308b\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5168\u4f53\u304c\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u30eb\u30fc\u30d7\u3067\u7e4b\u304c\u3063\u3066\u304a\u308a\u3001\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u3068\u306a\u308b\u69cb\u6210\u8981\u7d20\u306f\u305d\u306e\u6642\u3005\u306b\u3088\u3063\u3066\u5909\u308f\u3063\u3066\u3044\u304f\u305f\u3081\u3001\u90e8\u5206\u6700\u9069\u3067\u306f\u306a\u304f\u5168\u4f53\u6700\u9069\u306b\u306a\u308b\u3088\u3046\u306b\u6539\u5584\u70b9\u3092\u898b\u6975\u3081\u3066\u3044\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E9%A1%9E%E4%BC%BC%E7%94%A8%E8%AA%9E%EF%BC%88CS%E3%80%81UX%E3%80%81EX%EF%BC%89%E3%81%A8%E3%81%AE%E9%81%95%E3%81%84\"><\/span>\u985e\u4f3c\u7528\u8a9e\uff08CS\u3001UX\u3001EX\uff09\u3068\u306e\u9055\u3044<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>CX\u3068\u3044\u3046\u8a00\u8449\u3068\u3088\u304f\u6df7\u5408\u3055\u308c\u304c\u3061\u306a\u985e\u4f3c\u7528\u8a9e\u306b\u3064\u3044\u3066\u3082\u6574\u7406\u3057\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n<table style=\"color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif; height: 172px; width: 103.095%; border-collapse: collapse; border-color: #000000;\">\n<tbody>\n<tr style=\"height: 100px;\">\n<td style=\"width: 15.4429%; height: 100px; text-align: center; background-color: #31529c;\">\n<p><strong><span style=\"color: #ffffff;\">\u540d\u79f0<\/span><\/strong><\/p>\n<\/td>\n<td style=\"height: 100px; width: 27.0208%; text-align: center;\" scope=\"row\"><a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4278\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>CS<\/strong><\/span><\/a><br \/>Customer Satisfaction<\/td>\n<td style=\"height: 100px; width: 27.1363%; text-align: center;\" scope=\"row\"><span style=\"text-decoration: underline;\"><strong>UX<\/strong><\/span><br \/>User Experience<\/td>\n<td style=\"height: 100px; width: 26.6744%; text-align: center;\" scope=\"row\"><a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4279\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><strong>EX<\/strong><\/span><\/a><br \/>Employee Experience<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"width: 15.4429%; height: 26px; text-align: center; background-color: #31529c;\">\n<p><strong><span style=\"color: #ffffff;\">\u548c\u8a33<\/span><\/strong><\/p>\n<\/td>\n<td style=\"width: 27.0208%; height: 26px;\">\u9867\u5ba2\u6e80\u8db3<\/td>\n<td style=\"width: 27.1363%; height: 26px;\">\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13<\/td>\n<td style=\"width: 26.6744%; height: 26px;\">\u5f93\u696d\u54e1\u4f53\u9a13<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"width: 15.4429%; height: 23px; text-align: center; background-color: #31529c;\">\n<p><strong><span style=\"color: #ffffff;\">\u5bfe\u8c61<\/span><\/strong><\/p>\n<\/td>\n<td style=\"width: 27.0208%; height: 23px;\">\u9867\u5ba2<\/td>\n<td style=\"width: 27.1363%; height: 23px;\">\u30e6\u30fc\u30b6\u30fc\uff08\u5b9f\u969b\u306e\u4f7f\u7528\u8005\uff09<\/td>\n<td style=\"width: 26.6744%; height: 23px;\">\u5f93\u696d\u54e1<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"width: 15.4429%; height: 23px; text-align: center; background-color: #31529c;\">\n<p><strong><span style=\"color: #ffffff;\">\u5185\u5bb9<\/span><\/strong><\/p>\n<\/td>\n<td style=\"width: 27.0208%; height: 23px;\">\n<p>\u9867\u5ba2\u304c\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3066\u3069\u306e\u7a0b\u5ea6\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u793a\u3059\u6307\u6a19<\/p>\n<\/td>\n<td style=\"width: 27.1363%; height: 23px;\">\n<p>\u30e6\u30fc\u30b6\u30fc\u304c\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u3092\u4f7f\u7528\u3057\u305f\u969b\u306b\u767a\u751f\u3059\u308b\u500b\u3005\u306e\u4f53\u9a13\u306e\u3053\u3068<\/p>\n<\/td>\n<td style=\"width: 26.6744%; height: 23px;\">\n<p>\u5f93\u696d\u54e1\u304c\u305d\u306e\u4f01\u696d\u3067\u50cd\u304f\u969b\u306b\u767a\u751f\u3059\u308b\u3042\u3089\u3086\u308b\u4f53\u9a13\u306e\u3053\u3068<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%E3%81%A8CS%E3%81%AE%E9%81%95%E3%81%84\"><\/span>CX\u3068CS\u306e\u9055\u3044<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>CS\u306f\u9867\u5ba2\u304c\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3001\u3069\u306e\u7a0b\u5ea6\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u6e2c\u308b\u6307\u6a19\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u9577\u5e74\u7528\u3044\u3089\u308c\u3066\u304d\u305f\u6307\u6a19\u3067\u3001\u9867\u5ba2\u3078\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u7b49\u3092\u901a\u3057\u9867\u5ba2\u306e\u611f\u60c5\u7684\u306a\u8a55\u4fa1\u3092\u5b9a\u91cf\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<p>CX\u3068\u306e\u9055\u3044\u306f\u3001<strong>CS<\/strong>\u304c<span style=\"text-decoration: underline;\">\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u6e80\u8db3\u5ea6\u3092\u6271\u3046<\/span>\u306e\u306b\u5bfe\u3057\u3066\u3001<strong>CX<\/strong>\u306f<span style=\"text-decoration: underline;\">\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u8cfc\u5165\u524d\u304b\u3089\u3001\u8cfc\u5165\u5f8c\u307e\u3067\u306e\u5168\u4f53\u7684\u306a\u4f53\u9a13\u4fa1\u5024\u3092\u6271\u3046<\/span>\u70b9\u304c\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p><strong>\u25bcCS\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4278\/\" target=\"_blank\" rel=\"noopener\" title=\"\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CS\uff09\u3068\u306f\uff1f\u5b9a\u7fa9\u304b\u3089\u5411\u4e0a\u65b9\u6cd5\u307e\u3067\u5fb9\u5e95\u89e3\u8aac<\/a>\u300d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%E3%81%A8UX%E3%81%AE%E9%81%95%E3%81%84\"><\/span>CX\u3068UX\u306e\u9055\u3044<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>UX\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u4f7f\u7528\u3057\u305f\u969b\u306b\u767a\u751f\u3059\u308b\u500b\u3005\u306e\u4f53\u9a13\u306e\u3053\u3068\u3067\u3059\u3002IT\u30b5\u30fc\u30d3\u30b9\u306e\u666e\u53ca\u3068\u3068\u3082\u306b\u5e83\u307e\u3063\u305f\u6982\u5ff5\u3067\u3001\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u64cd\u4f5c\u6027\u3084\u30e6\u30fc\u30b6\u30d3\u30ea\u30c6\u30a3\u306a\u3069\u3092\u8003\u3048\u308b\u4e0a\u3067\u91cd\u8981\u306a\u30b3\u30f3\u30bb\u30d7\u30c8\u3067\u3059\u3002<\/p>\n\n\n\n<p>CX\u3068\u306e\u9055\u3044\u306f\u3001<strong>UX<\/strong>\u304c<span style=\"text-decoration: underline;\">\u5546\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u5b9f\u969b\u306e\u4f7f\u7528\u8005\u3092\u5bfe\u8c61<\/span>\u3068\u3057\u3066\u308b\u306e\u306b\u5bfe\u3057\u3001<strong>CX<\/strong>\u3067\u306f<span style=\"text-decoration: underline;\">\u5546\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u5229\u7528\u524d\u306e\u6f5c\u5728\u9867\u5ba2\u307e\u3067\u3092\u5bfe\u8c61<\/span>\u3068\u3057\u3066\u3044\u308b\u70b9\u3067\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u524d\u8ff0\u306e\u56f3\u306e\u3088\u3046\u306b\u3001UX\u306fCX\u306e\u4e2d\u306b\u5305\u62ec\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%E3%81%A8EX%E3%81%AE%E9%81%95%E3%81%84\"><\/span>CX\u3068EX\u306e\u9055\u3044<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>EX\u306f\u3001\u5f93\u696d\u54e1\u304c\u305d\u306e\u4f01\u696d\u3067\u50cd\u304f\u969b\u306b\u767a\u751f\u3059\u308b\u3042\u3089\u3086\u308b\u4f53\u9a13\u306e\u3053\u3068\u3092\u6307\u3057\u307e\u3059\u3002\u65e5\u672c\u3067\u3082\u6628\u4eca\u3001\u8ee2\u8077\u3059\u308b\u3053\u3068\u304c\u5f53\u305f\u308a\u524d\u306b\u306a\u308a\u3064\u3064\u3042\u308a\u307e\u3059\u3002\u3082\u3068\u3088\u308a\u4eba\u53e3\u6e1b\u5c11\u3067\u4eba\u6750\u4e0d\u8db3\u306e\u4e2d\u3001\u4eba\u6750\u306e\u6d41\u52d5\u6027\u3082\u6d3b\u767a\u306b\u306a\u308a\u3001\u4f01\u696d\u3068\u3057\u3066\u306f\u3053\u308c\u307e\u3067\u4ee5\u4e0a\u306b\u5f93\u696d\u54e1\u306e\u6e80\u8db3\u5ea6\u3092\u8003\u3048\u306a\u3044\u3068\u3044\u3051\u306a\u3044\u72b6\u6cc1\u3067\u3042\u308a\u3001\u305d\u306e\u4e2d\u3067\u8a00\u308f\u308c\u59cb\u3081\u305f\u306e\u304cEX\u3067\u3059\u3002<\/p>\n\n\n\n<p>CX\u3068\u306e\u9055\u3044\u306f\u3001<strong>CX<\/strong>\u306f<span style=\"text-decoration: underline;\">\u793e\u5916\u306e\u9867\u5ba2\u3092\u5bfe\u8c61<\/span>\u3068\u3057\u3066\u3044\u308b\u306e\u306b\u5bfe\u3057\u3001<strong>EX<\/strong>\u306f<span style=\"text-decoration: underline;\">\u793e\u5185\u306e\u5f93\u696d\u54e1\u3092\u5bfe\u8c61<\/span>\u3068\u3057\u3066\u3044\u308b\u70b9\u3067\u3059\u3002\u3088\u308a\u826f\u3044CX\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u306f\u3001EX\u304c\u91cd\u8981\u3068\u3044\u3046\u8003\u3048\u65b9\u3082\u3042\u308a\u3001CX\u5411\u4e0a\u306b\u5411\u3051\u3066 \u307e\u305a\u306fEX\u306e\u6539\u5584\u304b\u3089\u59cb\u3081\u308b\u4f01\u696d\u3082\u5897\u3048\u3066\u304d\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bc\u5f93\u696d\u54e1\u4f53\u9a13\uff08EX\uff09\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a title=\"\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4279\/\" target=\"_blank\" rel=\"noopener\">\u5f93\u696d\u54e1\u4f53\u9a13\uff08EX\uff09\u3068\u306f\uff1f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306b\u304a\u3051\u308b\u91cd\u8981\u6027\u3068EX\u5411\u4e0a\u6226\u7565\u306b\u3064\u3044\u3066\u3054\u7d39\u4ecb<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%E3%81%8C%E6%B3%A8%E7%9B%AE%E3%81%95%E3%82%8C%E3%81%A6%E3%81%84%E3%82%8B%E8%83%8C%E6%99%AF\"><\/span>CX\u304c\u6ce8\u76ee\u3055\u308c\u3066\u3044\u308b\u80cc\u666f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>CX\u304c\u3053\u308c\u307e\u3067\u306b\u6ce8\u76ee\u3055\u308c\u308b\u3088\u3046\u306b\u306a\u3063\u305f\u80cc\u666f\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E5%95%86%E5%93%81%E3%83%BB%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9%E3%81%AE%E3%82%B3%E3%83%A2%E3%83%87%E3%82%A3%E3%83%86%E3%82%A3%E5%8C%96%E3%81%8C%E9%80%B2%E3%82%93%E3%81%A7%E3%81%84%E3%82%8B\"><\/span>\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306e\u30b3\u30e2\u30c7\u30a3\u30c6\u30a3\u5316\u304c\u9032\u3093\u3067\u3044\u308b<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>CX\u304c\u91cd\u8996\u3055\u308c\u308b\u3088\u3046\u306b\u306a\u3063\u305f\u306e\u306f\u3001\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u304c\u4e00\u822c\u5bb6\u5ead\u306b\u3082\u666e\u53ca\u3057\u59cb\u3081\u3066\u304d\u305f2000\u5e74\u3054\u308d\u304b\u3089\u3067\u3059\u3002\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u304c\u6025\u901f\u306b\u666e\u53ca\u3057\u305f\u3053\u3068\u3067\u60c5\u5831\u304c\u65e9\u304f\u5e83\u304c\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u300c\u6280\u8853\u306e\u767a\u5c55\u300d\u3068\u300c\u6d88\u8cbb\u8005\u306e\u884c\u52d5\u5909\u5bb9\u300d\u3068\u3044\u3046\uff12\u3064\u306e\u5927\u304d\u306a\u5909\u5316\u304c\u3042\u308a\u307e\u3057\u305f\u3002\u305d\u306e\u7d50\u679c\u3001\u5546\u54c1\u304c\u6025\u901f\u306b\u30b3\u30e2\u30c7\u30a3\u30c6\u30a3\u5316\u3059\u308b\u73fe\u8c61\u304c\u8d77\u304d\u308b\u3088\u3046\u306b\u306a\u3063\u3066\u304d\u305f\u306e\u3067\u3059\u3002<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"1024\" height=\"594\" src=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-10.44.47-1024x616-1.jpg\" alt=\"\" class=\"wp-image-3627\" srcset=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-10.44.47-1024x616-1.jpg 1024w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-10.44.47-1024x616-1-300x174.jpg 300w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2024\/03\/Screen-Shot-2022-08-29-at-10.44.47-1024x616-1-768x446.jpg 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/core.ac.uk\/download\/pdf\/144443297.pdf\" target=\"_blank\" rel=\"noopener\" title=\"\">\u3010\u51fa\u5178\uff1a\u6cb3\u91ce\u4e07\u90a6\u300c\u8131\u30b3\u30e2\u30c7\u30a3\u30c6\u30a3\u5316\u306b\u5411\u3051\u305f\u610f\u5473\u7684\u4fa1\u5024\u5171\u5275\u306e\u6709\u7528\u6027\u306b\u95a2\u3059\u308b\u8003\u5bdf\u300d2011\u5e74\u3011<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<p>\u3053\u3061\u3089\u306e\u56f3\u304c\u793a\u3057\u3066\u3044\u308b\u306e\u306f\u3001\u30b3\u30e2\u30c7\u30a3\u30c6\u30a3\u5316\u306e\u30e1\u30ab\u30cb\u30ba\u30e0\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u521d\u671f\u306e\u9803\u306f\u6280\u8853\u3092\u958b\u767a\u3001\u30ea\u30fc\u30c9\u3059\u308b\u4f01\u696d\u304c\u6280\u8853\u7684\u306a\u512a\u4f4d\u6027\u3092\u3082\u3063\u3066\u5e02\u5834\u3092\u72ec\u5360\u3059\u308b\u306e\u3067\u3059\u304c\u3001\u305d\u306e\u5f8c 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class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E9%AB%98%E3%81%84%E3%83%AD%E3%82%A4%E3%83%A4%E3%83%AB%E3%83%86%E3%82%A3%E3%81%8C%E3%82%82%E3%81%9F%E3%82%89%E3%81%99%E5%8A%B9%E6%9E%9C\"><\/span>\u9ad8\u3044\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u304c\u3082\u305f\u3089\u3059\u52b9\u679c<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"416\" src=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/Screen-Shot-2022-08-29-at-14.14.56-1024x416.png\" alt=\"\" class=\"wp-image-1386\" srcset=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/Screen-Shot-2022-08-29-at-14.14.56-1024x416.png 1024w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/Screen-Shot-2022-08-29-at-14.14.56-300x122.png 300w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/Screen-Shot-2022-08-29-at-14.14.56-768x312.png 768w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/Screen-Shot-2022-08-29-at-14.14.56-1536x624.png 1536w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/Screen-Shot-2022-08-29-at-14.14.56.png 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1%E9%A1%A7%E5%AE%A2%E3%81%AE%E5%AE%9A%E7%9D%80\"><\/span>1.\u9867\u5ba2\u306e\u5b9a\u7740<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>\u9ad8\u3044\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306f\u9867\u5ba2\u306e\u96e2\u8131\u3092\u9632\u304e\u3001\u4f01\u696d\u3084\u5546\u54c1\u306b\u9577\u304f\u5b9a\u7740\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u4eba\u306b\u3082\u3088\u308a\u307e\u3059\u304c\u591a\u304f\u306e\u9867\u5ba2\u306b\u3068\u3063\u3066\u9577\u304f\u5229\u7528\u3057\u3066\u304d\u305f\u3082\u306e\u304b\u3089\u5225\u306e\u65b0\u3057\u3044\u3082\u306e\u3078\u5909\u3048\u308b\u306e\u306f\u5fc3\u7406\u7684\u306a\u30b3\u30b9\u30c8\u304c\u304b\u304b\u308a\u307e\u3059\u3002\u9577\u304f\u5b9a\u7740\u3059\u308c\u3070\u3059\u308b\u307b\u3069\u3001\u3055\u3089\u306b\u9577\u3044\u671f\u9593\u9867\u5ba2\u306f\u9867\u5ba2\u3067\u3042\u308a\u7d9a\u3051\u307e\u3059\u3002<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2%E9%A1%A7%E5%AE%A2%E5%8D%98%E4%BE%A1%E3%81%AE%E5%90%91%E4%B8%8A\"><\/span>2.\u9867\u5ba2\u5358\u4fa1\u306e\u5411\u4e0a<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>\u9ad8\u3044\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u306f\u3088\u308a\u4e0a\u4f4d\u306e\u5546\u54c1\u3084\u30d7\u30e9\u30f3\u306b\u5909\u66f4\u3059\u308b\u30a2\u30c3\u30d7\u30bb\u30eb\u3084\u3001\u95a2\u9023\u88fd\u54c1\u3092\u8ffd\u52a0\u8cfc\u5165\u3059\u308b\u30af\u30ed\u30b9\u30bb\u30eb\u306a\u3069\u306b\u7e4b\u304c\u308b\u52b9\u679c\u304c\u3042\u308a\u307e\u3059\u3002\u7d50\u679c\u3001\u9867\u5ba2\u5358\u4fa1\u306e\u5411\u4e0a\u306b\u7e4b\u304c\u308a\u3001\u58f2\u4e0a\u3092\u62e1\u5927\u3059\u308b\u8981\u56e0\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3%E5%8F%A3%E3%82%B3%E3%83%9F%E3%81%AB%E3%82%88%E3%82%8B%E3%83%9E%E3%83%BC%E3%82%B1%E3%83%86%E3%82%A3%E3%83%B3%E3%82%B0%E5%8A%B9%E6%9E%9C\"><\/span>3.\u53e3\u30b3\u30df\u306b\u3088\u308b\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u52b9\u679c<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>\u9ad8\u3044\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306f\u30d6\u30e9\u30f3\u30c9\u30a4\u30e1\u30fc\u30b8\u306e\u5411\u4e0a\u306b\u3082\u7e4b\u304c\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u6628\u4eca\u306fSNS\u3084\u53e3\u30b3\u30df\u30b5\u30a4\u30c8\u306b\u3088\u308b\u8a55\u4fa1\u3092\u8cfc\u8cb7\u6642\u306b\u91cd\u8996\u3059\u308b\u50be\u5411\u304c\u3042\u308a\u3001\u9ad8\u3044\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306f\u5927\u304d\u306a\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u52b9\u679c\u3092\u767a\u63ee\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5b9f\u969b\u306b\u9ad8\u3044\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u5f62\u6210\u3057\u3066\u3044\u308b\u7c73\u56fd\u30b6\u30c3\u30dd\u30b9\u793e\u3067\u306f\u65b0\u898f\u9867\u5ba2\u306e43%\u304c\u53e3\u30b3\u30df\u304b\u3089\u306e\u6d41\u7528\u306b\u306a\u308a\u307e\u3059\u3002\u53e3\u30b3\u30df\u306f\u76f4\u63a5\u7684\u306a\u5e83\u544a\u8cbb\u304c\u5fc5\u8981\u306a\u3044\u306e\u3067\u3001\u65b0\u898f\u9867\u5ba2\u7372\u5f97\u306e\u30b3\u30b9\u30c8\u524a\u6e1b\u3084\u65b0\u898f\u9867\u5ba2\u306e\u5897\u5927\u306b\u7e4b\u304c\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bc\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/5220\/\" target=\"_blank\" rel=\"noopener\" title=\"\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3067\u306e\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u5411\u4e0a\u65bd\u7b56\u2502\u30e1\u30ea\u30c3\u30c8\u3068\u6ce8\u76ee\u306e\u80cc\u666f\u3068\u306f\uff1f<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CX%E5%90%91%E4%B8%8A%E3%81%AE%E3%81%9F%E3%82%81%E3%81%AB%E3%82%B3%E3%83%B3%E3%82%BF%E3%82%AF%E3%83%88%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC%E3%81%8C%E3%81%A7%E3%81%8D%E3%82%8B%E3%81%93%E3%81%A8\"><\/span>CX\u5411\u4e0a\u306e\u305f\u3081\u306b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u3067\u304d\u308b\u3053\u3068<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>CX\u3092\u5411\u4e0a\u3059\u308b\u305f\u3081\u306b\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3069\u306e\u3088\u3046\u306a\u53d6\u308a\u7d44\u307f\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u304b\u3002\u3053\u3053\u3067\u306f\uff14\u3064\u306e\u30b9\u30c6\u30c3\u30d7\u306b\u5206\u3051\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1CX%E3%81%AE%E5%8F%AF%E8%A6%96%E5%8C%96%EF%BC%88%E3%83%9A%E3%83%AB%E3%82%BD%E3%83%8A%E3%82%AB%E3%82%B9%E3%82%BF%E3%83%9E%E3%83%BC%E3%82%B8%E3%83%A3%E3%83%BC%E3%83%8B%E3%83%BC%E3%81%AE%E4%BD%9C%E6%88%90%EF%BC%89\"><\/span>1.CX\u306e\u53ef\u8996\u5316\uff08\u30da\u30eb\u30bd\u30ca\/\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u4f5c\u6210\uff09<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u307e\u305a\u6700\u521d\u306e\u30b9\u30c6\u30c3\u30d7\u306fCX\u3092\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u304b\u3089\u59cb\u3081\u307e\u3059\u3002\u512a\u308c\u305fCX\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u306f\u9867\u5ba2\u306e\u8996\u70b9\u306b\u7acb\u3064\u3068\u3044\u3046\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u3057\u304b\u3057\u3001\u4f01\u696d\u5185\u306e\u4eba\u9593\u304c\u5ba2\u89b3\u7684\u306b\u9867\u5ba2\u306e\u8996\u70b9\u306b\u7acb\u3064\u3068\u3044\u3046\u306e\u306f\u5bb9\u6613\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u5ba2\u89b3\u7684\u306b\u793e\u5185\u3067\u601d\u8003\u3001\u8b70\u8ad6\u3059\u308b\u305f\u3081\u306b\u306f\u307e\u305a\u306fCX\u3092\u53ef\u8996\u5316\u3057\u3066\u5ba2\u89b3\u8996\u3059\u308b\u30c4\u30fc\u30eb\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u305d\u3053\u3067\u3001\u6d3b\u8e8d\u3059\u308b\u306e\u304c\u300c<span style=\"text-decoration: underline;\">\u30da\u30eb\u30bd\u30ca\u30b7\u30fc\u30c8<\/span>\u300d\u3068\u300c<span style=\"text-decoration: underline;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7<\/span>\u300d\u3067\u3059\u3002<br><strong>\u30da\u30eb\u30bd\u30ca\u3068\u306f\u3001\u4f01\u696d\u304c\u63d0\u4f9b\u3059\u308b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u5178\u578b\u7684\u306a\u9867\u5ba2\u50cf\u306e\u3053\u3068<\/strong>\u3067\u3001<strong>\u30da\u30eb\u30bd\u30ca\u30b7\u30fc\u30c8\u306f\u65e2\u5b58\u9867\u5ba2\u60c5\u5831\u3084\u5e02\u5834\u8abf\u67fb\u306a\u3069\u3092\u901a\u3058\u3066\u5f97\u3089\u308c\u305f\u9867\u5ba2\u50cf\u306e\u60c5\u5831\u304c\u8a73\u7d30\u306b\u307e\u3068\u3081\u3089\u308c\u305f\u3082\u306e<\/strong>\u3067\u3059\u3002\u30da\u30eb\u30bd\u30ca\u30b7\u30fc\u30c8\u306e\u4f5c\u6210\u3067\u6c17\u3092\u3064\u3051\u306a\u3044\u3068\u3044\u3051\u306a\u3044\u306e\u306f\u3001\u300c20\u301c30\u4ee3\u5973\u6027\u3067\u90fd\u5185\u4f4f\u307f\u300d\u306e\u3088\u3046\u306a\u307c\u3084\u3063\u3068\u3057\u305f\u50cf\u3067\u306f\u306a\u304f\u3001\u5e74\u53ce\u3084\u5bb6\u65cf\u69cb\u6210\u3001\u793e\u4f1a\u7684\u30fb\u6587\u5316\u7684\u7fd2\u6163\u306a\u3069\u3001\u30da\u30eb\u30bd\u30ca\u306e\u5177\u4f53\u7684\u306a\u30e9\u30a4\u30d5\u30b9\u30bf\u30a4\u30eb\u3092\u60f3\u50cf\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u6b21\u306b\u3001<strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3068\u306f\u3001\u8cfc\u5165\u524d\u301c\u8cfc\u5165\u5f8c\u307e\u3067\u306e\u4e00\u9023\u306e\u30d7\u30ed\u30bb\u30b9\u306e\u4e2d\u3067\u3001\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306a\u611f\u60c5\u306b\u306a\u308a\u3001\u3069\u306e\u3088\u3046\u306b\u884c\u52d5\u3059\u308b\u306e\u304b\u3092\uff11\u679a\u7d75\u3067\u307e\u3068\u3081\u305f\u3082\u306e<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"466\" src=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/fig02-1024x466.png\" alt=\"\" class=\"wp-image-1387\" srcset=\"https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/fig02-1024x466.png 1024w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/fig02-300x136.png 300w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/fig02-768x349.png 768w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/fig02-1536x698.png 1536w, https:\/\/callcenternavi.jp\/connenavi\/wp-content\/uploads\/sites\/2\/2022\/08\/fig02.png 1544w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>\u9867\u5ba2\u304c\u5546\u54c1\u3092\u8a8d\u77e5\u3057\u305f\u3068\u3053\u308d\u304b\u3089\u30b8\u30e3\u30fc\u30cb\u30fc\u306f\u59cb\u307e\u3063\u3066\u304a\u308a\u3001\u6700\u5f8c\u306e\u7d99\u7d9a\u7684\u30b3\u30f3\u30bf\u30af\u30c8\u307e\u3067\u5404\u30b9\u30c6\u30fc\u30b8\u3067\u3069\u306e\u3088\u3046\u306a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u3042\u308b\u304b\u3092\u6574\u7406\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bc\u30da\u30eb\u30bd\u30ca\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/2698\/?utm_source=connenavi&amp;utm_medium=textlink&amp;utm_campaign=note&amp;utm_term=1373\" target=\"_blank\" rel=\"noopener\" title=\"\">\u3010\u89e3\u8aac\u3011\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3092\u9ad8\u5ea6\u5316\uff01\u30da\u30eb\u30bd\u30ca\u8a2d\u8a08\u306e\u91cd\u8981\u6027\u3068\u30dd\u30a4\u30f3\u30c8<\/a>\u300d<br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/2694\/?utm_source=connenavi&amp;utm_medium=textlink&amp;utm_campaign=note&amp;utm_term=1373\" target=\"_blank\" rel=\"noopener\" title=\"\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3068\u306f\uff5c\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u5f37\u5316\u306e\u6d3b\u7528\u65b9\u6cd5\u3092\u5fb9\u5e95\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2%E7%8F%BE%E7%8A%B6%E6%8A%8A%E6%8F%A1%EF%BC%88%E9%A1%A7%E5%AE%A2%E3%82%B5%E3%83%BC%E3%83%99%E3%82%A4%E3%81%AE%E5%AE%9F%E6%96%BD%EF%BC%89\"><\/span>2.\u73fe\u72b6\u628a\u63e1\uff08\u9867\u5ba2\u30b5\u30fc\u30d9\u30a4\u306e\u5b9f\u65bd\uff09<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u306b\u3088\u3063\u3066CX\u304c\u53ef\u8996\u5316\u3067\u304d\u305f\u3068\u3053\u308d\u3067\u3001\u6b21\u306b\u305d\u308c\u305e\u308c\u306e\u30b9\u30c6\u30c3\u30d7\u306b\u304a\u3044\u3066\u73fe\u72b6\u3067\u306f\u3069\u3046\u306a\u3063\u3066\u3044\u308b\u304b\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u5927\u5207\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u884c\u3063\u3066\u3044\u308b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u30b8\u30e3\u30fc\u30cb\u30fc\u4e0a\u306e\u3069\u306e\u4f4d\u7f6e\u306b\u3042\u308b\u306e\u304b\u3001\u305d\u3053\u3067\u306f\u3069\u306e\u3088\u3046\u306a\u5bfe\u5fdc\u3092\u884c\u306a\u3063\u3066\u3044\u308b\u306e\u304b\u306a\u3069\u3092\u6574\u7406\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u3055\u3089\u306b\u3001\u5b9f\u969b\u306b\u73fe\u72b6\u306eCX\u8a55\u4fa1\u3092\u53ef\u8996\u5316\u3059\u308b\u305f\u3081\u306b\u30b5\u30fc\u30d9\u30a4\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002\u30b5\u30fc\u30d9\u30a4\u65b9\u6cd5\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u3084\u5fdc\u5bfe\u54c1\u8cea\u8a55\u4fa1\u306a\u3069\u3082\u3042\u308a\u307e\u3059\u304c\u3001\u73fe\u5728\u6700\u3082CX\u3092\u8a55\u4fa1\u3067\u304d\u308b\u6307\u6a19\u3068\u3057\u3066\u306fNPS\uff08\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fb\u30b9\u30b3\u30a2\uff09\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n\n\n\n<p>NPS\u3068\u306f\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u6e2c\u308b\u6307\u6a19\u3067\u3001\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u300c\u3042\u306a\u305f\u306f\u3053\u306e\u4f1a\u793e\u306e\u88fd\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u3092\u53cb\u4eba\u306b\u85a6\u3081\u307e\u3059\u304b\uff1f\u300d\u3068\u3044\u3046\u8cea\u554f\u3092\u884c\u3044\u30010\uff5e10\u307e\u3067\u306e11\u6bb5\u968e\u3067\u8a55\u4fa1\u3059\u308b\u65b9\u6cd5\u3067\u3059\u3002NPS\u3092\u7528\u3044\u3066\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u306e\u9ad8\u3044\u9867\u5ba2\u3068\u3001\u4f4e\u3044\u9867\u5ba2\u3092\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u3067\u3088\u308aCX\u3092\u5b9f\u73fe\u3059\u308b\u4e0a\u3067\u306e\u8ab2\u984c\u3084\u5fc5\u8981\u306a\u5bfe\u5fdc\u304c\u660e\u78ba\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bcNPS\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1644\/?utm_source=connenavi&amp;utm_medium=textlink&amp;utm_campaign=note&amp;utm_term=1373\" target=\"_blank\" rel=\"noopener\" title=\"\">NPS\u00ae(\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2)\u3068\u306f\uff5c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u8a08\u7b97\u65b9\u6cd5\u3084\u904b\u7528\u65b9\u6cd5\u3092\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3%E6%88%A6%E7%95%A5%E7%AD%96%E5%AE%9A\"><\/span>3.\u6226\u7565\u7b56\u5b9a<span 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class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4%E6%94%B9%E5%96%84%E6%B4%BB%E5%8B%95\"><\/span>4.\u6539\u5584\u6d3b\u52d5<span 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