Kuhwina zviitiko zvevatengi zvinofanirwa kugadzirwa zvakatenderedza zvinodiwa nemutengi kutanga zvichipesana neizvo zvesangano ravari kuita bhizinesi naro - nemamwe mazwi, ruzivo-rwakavakirwa mutengi ruzivo.Insight-yakavakirwa mutengi ruzivo ndeyekutora ruzivo rwunogoneka rwauinarwo pamutengi uye kugadzirisa zvivakwa zvako pane zvavanoda uye izvo zvakanyanya kukosha kwavari.

Iyo ipfungwa yakapusa mudzidziso, asi inoda kuti makambani agadzirise tsika yavo uye vagadzirise mashandiro avo kuti vatarise nzira yechokwadi yevatengi.Kuita izvi kunogadzira iyo yekupedzisira kuhwina-kuhwina;inoita kuti vatengi varambe vachifara uye vangangodzokorora bhizinesi uku uchivandudza makiyi ekuita zviratidzi (KPIs) sekuedza kwevatengi, yekutanga kuonana kugadzirisa (FCR), uye nguva yekugadzirisa (TTR).Heano maitiro masangano anogona kutanga kukwikwidza paruzivo-rwakavakirwa mutengi ruzivo.

Iwe unofanirwa kutarisa pane izvo mutengi anoda, kwete izvo zvaunofunga kuti vachada - kana zvakanyanya, izvo zvinokubatsira iwe

Isu tinoona izvi zvakanyanya munzvimbo yekuonana, iyo masangano mazhinji achiri kufunga nezve mutengo wepakati maringe nenzvimbo yakakosha.Funga nezve chiitiko chako chekupedzisira kufonera nhamba yevashandi vevatengi vekambani pawaive nechikumbiro chakaoma nguva.Pawakafona kuti utaure nenyanzvi, mukana wekuti iwe wabva wasangana neimwe mhando yeinteractive voice response (IVR) system yakakukumbira kuti udzvanye nhamba padhiyabhorosi yako kana kutaura chikumbiro chako.Ndizvo zvawaida here?Tichifunga nezvekudyidzana kwakawanda kwezwi nhasi kwakachengeterwa zvimwe zvikumbiro zvakaomarara - izvo izvo mhinduro zhinji dzeIVR hadzisati dzanyanya kurongeka kuti dzigadzirise - pamwe kwete.

Kana wanga uchibata rimwe basa rakakosha sekubhadhara bhiri kana password reset pamwe otomatiki vabatsiri vane musoro, asi kana nyaya yako iine nguva, yakakosha, uye/kana yakaoma unoda kutaura nenyanzvi.Pane kudaro, unotenderera neIVR kusvika wagumbuka wotanga kushevedzera kuti “receptionist!”kana kuramba uchidzvanya zero.Kana iwe usingabvumirwe kusvetuka iyo IVR, chiitiko chinowedzera.

Kubva pamaonero esangano, vakaisa inotonhorera, nyowani, yemazuva ano virtual agent mhinduro inotarisa ese tekinoroji buzzwords seNatural Language Processing (NPL), Artificial Intelligence (AI), uye Machine Kudzidza (ML)- nei vatengi vasiri kufara. nezvazvo, ndoda kuishandisa?Kurudziro yekudyara haina kubva pane izvo mabhizinesi anofunga kuti mutengi anoda, asi nekuti nekutibhizinesiinoda kuti mutengi aishandise kuitayavozvabuda mubhizinesi (kureva, mitengo yakaderera kuburikidza nekudyidzana kwakaderedzwa kwevanhu).Rangarira, iwe unongowana mukana mumwechete pakuonekwa kwekutanga.Kubva pamaonero emutengi, tsumo yekuti “ndinyengedze kamwe, nyadziswa iwe, ndinyengedze kaviri, nyadzi pandiri” inopinda mukutamba kana uchiedza kuvaita kuti vashandise iyi-nyowani chaiyo mumiririri.

Pane imwe nguva yapfuura, iwe wakaudza vatengi vako kuti "ndokumbira teerera kune iyi menyu sezvo mafambisirwo achinja", mutengi wako akateerera kune zvinokurudzirwa, uye hapana chakachinja.Zvino kana vanzwa mumiririri mutsva uyu achibvunza kuti sei vari kufona, vangangonzwa senge iyi inguva ye "gotcha".Vanotya kusvetuka nepakati pasina vimbiso yekugadziriswa…nekuti rangarirai, vakafona kuti vataure nenyanzvi, kwete kuita bhizinesi rekutengeserana.

Mukupedzisira, izvi zvinokuvadza kuedza kwevatengi uye zvichiri kuda kuti makambani ashandise zviwanikwa zvevanhu kubatsira - iko zvino mutengi ari kushushikana kana kugumbuka.

Iwe unofanirwa kunyorera social engineering, kwete tekinoroji engineering

Kusiyana nehuinjiniya hwetekinoroji - izvi zvinoenda pano, izvo zvinoenda ikoko - social engineering inotarisa pane izvo zvinonyanya kuwana kushandiswa kwepuratifomu kukura.Izvi zvinoda kuti makambani aongorore dhata rakakohwewa murwendo rwesevhisi yemutengi nechinangwa chekuwana nzwisiso inogona kushandiswa kushandura nekugadzirisa zvivakwa, izvo zvisiri izvo zvakajairwa munyika yanhasi yekubatanidzwa kwevatengi: data yakakohwewa uye analytics inoshandiswa kuyera mashandiro yakatarisana nekudzikisa mitengo uye kuchengetedza vatengi kure nevamiriri vepamoyo, iyo inodhura zvakanyanya, uye yakakosha, chinhu chechero chiitiko chevatengi.Tichimhanya nemuenzaniso wedu wemumiririri, sangano rinogona kuona kutora munzvimbo yaro yekuonana chaiyo mumiriri kana ikaisa mutengi pekutanga nekudzidza zvinonyanya kukosha kwavari.

Fungidzira pachinzvimbo chekumanikidza vatengi kudzika pasi pagomba reotomatiki kana mhinduro yeVA yakakwazisa mutengi ichiti "Mhoroi, ini ndini mubatsiri kubva kukambani yeXYZ.Nzvimbo yako mumutsara yakachengetedzwa uye une vanhu XX pamberi pako.Pane chandingakubatsira here iwe wakamirira mumutsara?”Panguva ino wabvuma chinangwa chemutengi chekufona, kuiswa mumutsara, uye vangangove vachida kuzviedza ivo vakamirira sezvo pasina njodzi kuzvinangwa zvavo, mibairo inogona chete.

Kuti uwedzere kubatsirwa, uye kuwedzera kugamuchirwa kweautomation, kana iyo chaiyo mumiriri yakavakwa kuti itore ruzivo runobatsira nezvemutengi - semuenzaniso, kuvasimbisa otomatiki uye nekuwana mamiriro pamusoro pechikumbiro chavo kana nyaya - iyo inogona kupfuudzwa kune mumiririri saka kana mutengi akabatana vaviri vanogona kusvika pasi kune bhizinesi.Neiyi nzira tinoona otomatiki ichigadzirwa nenzira yekubatsira nechinangwa chemutengi, kwete kutsaudzira kuzvinhu zvinongokosha kukambani.Mutengi anowana mhinduro nekukurumidza, uye kambani inowana zvainodawo: mitengo yakaderera, nekukurumidza yekutanga kufona kugadzirisa, uye yakawedzera Net Promoter Zvikoro.Kana iwe ukashandisa social engineering kukudyara kwako, mhinduro yekushandisa ichapfuura nepadenga - yakavimbiswa.

Iwe unofanirwa kukunda iyo trust-fall barriers

Kana iwe uchizotarisa mainvestimenti ayo anozovhuvhuta pfungwa dzevatengi vako, une chivimbo chakadii mukutorwa kwevatengi?Kana iwe ukadyara mari mune otomatiki uye, semuenzaniso, isa yakatsaurirwa nhamba yefoni yemhinduro kuti vatengi vakwanise kuifonera zvakananga nekushambadzira kwakasimba ("Fonera mumiririri wedu wekutaura panhamba iyi 24 × 7; uchaida!") ingazoshandiswa here?Kana iwe usina chivimbo chekuti mhinduro kumubvunzo uyu ndihongu, ini ndinokurudzira zano racho rinogona kunge risina kukwana.

Huru matekinoroji haadi 'gotcha' maitiro.Kujeka uye kuvimba ndizvo zvakakosha pakubudirira nekunzwisisa-kwakavakirwa mutengi ruzivo.

Zvibvunze kuti: zvivakwa zvako uye metrics zvakagadzirirwa kutenderedza bhizinesi rako, kana vatengi vako?Kana iwe uri kuisa mhinduro pamberi pevatengi vako seyekumhanyisa bump, ivo vanozotyaira pamusoro payo.

Resource: Yakagadziriswa kubva kuInternet