{"id":258168,"date":"2025-10-27T01:26:51","date_gmt":"2025-10-27T08:26:51","guid":{"rendered":"https:\/\/messengerbot.app\/customer-service-manager-kpi-5-essential-kpis-5-qualities-the-5-cs-7-skills-4-ps-and-a-practical-kpi-template-for-departments-and-executives\/"},"modified":"2025-10-27T01:26:51","modified_gmt":"2025-10-27T08:26:51","slug":"%d9%85%d8%af%d9%8a%d8%b1-%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-kpi-5-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a3%d8%af%d8%a7%d8%a1-%d8%a3%d8%b3%d8%a7%d8%b3%d9%8a%d8%a9-5","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ar\/customer-service-manager-kpi-5-essential-kpis-5-qualities-the-5-cs-7-skills-4-ps-and-a-practical-kpi-template-for-departments-and-executives\/","title":{"rendered":"\u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI: 5 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0623\u0633\u0627\u0633\u064a\u0629\u060c 5 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\u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u0633\u064a\u0627\u0642 CRM \u0645\u062a\u0643\u0627\u0645\u0644\u060c \u0648\u0645\u0633\u0627\u0631\u0627\u062a \u062a\u0635\u0639\u064a\u062f \u0648\u0627\u0636\u062d\u0629\u060c \u0648\u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0642\u064a\u0642\u064a\u060c \u0648\u0627\u0642\u062a\u0631\u0627\u062d\u0627\u062a \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0627\u0644\u062a\u064a \u062a\u0642\u0644\u0644 \u0645\u0646 \u0648\u0642\u062a \u0627\u0644\u0628\u062d\u062b.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u0648\u0625\u062c\u0645\u0627\u0644\u064a \u0632\u0645\u0646 \u0627\u0644\u062d\u0644<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u062d\u0644 \u0627\u062a\u0635\u0627\u0644\u060c \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631\u060c \u0648\u0623\u0639\u0645\u0627\u0644 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629\u061b \u0627\u0642\u062a\u0631\u0627\u0646\u0647 \u0628\u0625\u062c\u0645\u0627\u0644\u064a \u0632\u0645\u0646 \u0627\u0644\u062d\u0644 \u0644\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u062e\u0637\u0648\u0627\u062a.<\/li>\n<li>\u0627\u0644\u0635\u064a\u063a\u0629 (AHT): (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b + \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0623\u0639\u0645\u0627\u0644 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \/ \u0639\u062f\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639\u0647\u0627.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0648\u0627\u0632\u0646 \u0628\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u0627\u0644\u062c\u0648\u062f\u0629 - \u0631\u0627\u0642\u0628 AHT \u062c\u0646\u0628\u064b\u0627 \u0625\u0644\u0649 \u062c\u0646\u0628 \u0645\u0639 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0639\u062f\u0644 FCR \u0644\u062a\u062c\u0646\u0628 \u0627\u0644\u062d\u0648\u0627\u0641\u0632 \u0627\u0644\u0633\u0644\u0628\u064a\u0629.<\/li>\n<li>\u0643\u064a\u0641 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u062a\u062d\u0633\u064a\u0646\u0647: \u062a\u0628\u0633\u064a\u0637 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644\u060c \u062a\u0648\u0641\u064a\u0631 \u0642\u0648\u0627\u0644\u0628 \u0631\u062f\u0648\u062f \u0648\u0645\u0627\u0643\u0631\u0648\u060c \u0648\u0646\u0634\u0631 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629 \u0627\u0644\u0630\u0643\u064a\u0629 \u0644\u0644\u0627\u0642\u062a\u0631\u0627\u062d\u0627\u062a \u062d\u0648\u0644 \u0623\u0641\u0636\u0644 \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u062a\u0627\u0644\u064a\u0629 \u0644\u0644\u0648\u0643\u0644\u0627\u0621.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u064a\u0642\u064a\u0633 CSAT \u0631\u062f\u0648\u062f \u0627\u0644\u0641\u0639\u0644 \u0627\u0644\u0641\u0648\u0631\u064a\u0629 \u0639\u0644\u0649 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u061b \u0628\u064a\u0646\u0645\u0627 \u064a\u0642\u064a\u0633 NPS \u0627\u0644\u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0627\u0645 \u0648\u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u0648\u0635\u064a\u0629.<\/li>\n<li>\u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0634\u0627\u0626\u0639\u0629: CSAT (\u0645\u0642\u064a\u0627\u0633 \u0645\u0646 1 \u0625\u0644\u0649 5) \u0648NPS (\u0645\u0642\u064a\u0627\u0633 \u0645\u0646 0 \u0625\u0644\u0649 10).<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0642\u064a\u0627\u0633 \u0645\u0628\u0627\u0634\u0631 \u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629 \u0648\u062a\u0646\u0628\u0624 \u0628\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638\u061b \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u0646\u0635\u064a\u0629 \u0644\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0631\u0624\u064a\u0629 \u0627\u0644\u0645\u0646\u062a\u062c.<\/li>\n<li>\u0643\u064a\u0641 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u062a\u062d\u0633\u064a\u0646\u0647: \u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0629 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629\u060c \u0625\u062c\u0631\u0627\u0621 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a \u0639\u0644\u0649 \u0627\u0644\u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629\u060c \u0648\u0645\u062d\u0627\u0630\u0627\u0629 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0645\u0639 \u062a\u063a\u064a\u064a\u0631\u0627\u062a \u0627\u0644\u0633\u0644\u0648\u0643 \u0627\u0644\u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (\u0627\u0645\u062a\u062b\u0627\u0644 SLA)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u0646\u0633\u0628\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u0631\u062f \u0639\u0644\u064a\u0647\u0627 \u0636\u0645\u0646 \u0647\u062f\u0641 \u0645\u062d\u062f\u062f \u0645\u0633\u0628\u0642\u064b\u0627 (\u0645\u062b\u0644 80% \u062e\u0644\u0627\u0644 20 \u062b\u0627\u0646\u064a\u0629) \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0644\u0644\u0642\u0646\u0648\u0627\u062a \u063a\u064a\u0631 \u0627\u0644\u0645\u062a\u0632\u0627\u0645\u0646\u0629.<\/li>\n<li>\u0627\u0644\u0635\u064a\u063a\u0629: \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 = (\u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u0631\u062f \u0639\u0644\u064a\u0647\u0627 \u0636\u0645\u0646 \u0627\u0644\u0647\u062f\u0641 \/ \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a) \u00d7 100.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0624\u062b\u0631 \u0628\u0634\u0643\u0644 \u0645\u0628\u0627\u0634\u0631 \u0639\u0644\u0649 \u0627\u0644\u062a\u062e\u0644\u064a\u060c \u0648\u0625\u062d\u0628\u0627\u0637 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0645\u0648\u062b\u0648\u0642\u064a\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629\u061b \u062d\u0627\u0633\u0645 \u0644\u0644\u062a\u0648\u0638\u064a\u0641 \u0648\u062a\u062e\u0637\u064a\u0637 \u0627\u0644\u0642\u0648\u0649 \u0627\u0644\u0639\u0627\u0645\u0644\u0629.<\/li>\n<li>\u0643\u064a\u0641 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u062a\u062d\u0633\u064a\u0646\u0647: \u0627\u0644\u062a\u0646\u0628\u0624 \u0627\u0644\u062f\u0642\u064a\u0642\u060c \u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0645\u0647\u0627\u0631\u0627\u062a\u060c \u0648\u0627\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0630\u0643\u064a \u0644\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0627\u0644\u064a \u062f\u0648\u0646 \u0627\u0644\u062a\u0636\u062d\u064a\u0629 \u0628\u0627\u0644\u062c\u0648\u062f\u0629.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631 \u0648\u0627\u062a\u062c\u0627\u0647 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a<\/strong>\n<ul>\n<li>\u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f = % \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062a\u0635\u0639\u064a\u062f\u0647\u0627 \u0625\u0644\u0649 \u0645\u0633\u062a\u0648\u0649 \u0623\u0639\u0644\u0649\u061b \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631 = % \u064a\u062a\u0635\u0644 \u0645\u0631\u0629 \u0623\u062e\u0631\u0649 \u062d\u0648\u0644 \u0646\u0641\u0633 \u0627\u0644\u0645\u0634\u0643\u0644\u0629\u061b \u0627\u062a\u062c\u0627\u0647 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a = \u0627\u0644\u0633\u0627\u0626\u0642\u0648\u0646 \u0627\u0644\u0645\u0635\u0646\u0641\u0648\u0646 \u0644\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0643\u0634\u0641 \u0639\u0646 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u0646\u0638\u0627\u0645\u064a\u0629 - \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0627\u0644\u0633\u064a\u0627\u0633\u0629\u060c \u0623\u0648 \u0641\u062c\u0648\u0627\u062a \u0627\u0644\u0645\u0639\u0631\u0641\u0629 - \u0627\u0644\u062a\u064a \u062a\u0624\u062f\u064a \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062d\u062c\u0645 \u0648\u062a\u062e\u0641\u064a\u0636 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li>\u0643\u064a\u0641 \u0623\u062a\u0635\u0631\u0641: \u0623 prioritiz \u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u062a\u062d\u062f\u064a\u062b \u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u060c \u0648\u0625\u062c\u0631\u0627\u0621 \u062a\u062f\u0631\u064a\u0628 \u0645\u0633\u062a\u0647\u062f\u0641 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 \u0627\u0644\u0623\u0643\u062b\u0631 \u062a\u0643\u0631\u0627\u0631\u064b\u0627.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>\u0627\u062c\u0645\u0639 \u0628\u064a\u0646 \u0647\u0630\u0647 \u0627\u0644\u0645\u062c\u0645\u0648\u0639\u0627\u062a \u0627\u0644\u062e\u0645\u0633 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 - FCR\u060c AHT\/\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u062d\u0644\u060c CSAT\/NPS\u060c \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629\/\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0648\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0627\u0644\u062a\u0635\u0639\u064a\u062f\/\u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\/\u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a - \u0643\u0625\u0637\u0627\u0631 \u0645\u062a\u0648\u0627\u0632\u0646 \u0644\u0642\u064a\u0627\u0633 \u0648\u062a\u062d\u0633\u064a\u0646 \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0645\u0633\u062a\u0645\u0631. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0623\u0645\u062b\u0644\u0629 \u0645\u0641\u0635\u0644\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0648\u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633\u060c \u0627\u0633\u062a\u0634\u0631 \u0623\u0645\u062b\u0644\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 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\u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0642\u064a\u0642\u064a<\/strong>: \u0637\u0648\u0644 \u0642\u0627\u0626\u0645\u0629 \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631\u060c \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0645\u0633\u062c\u0644\u0648\u0646\u060c \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062d\u0627\u0644\u064a\u060c \u0648\u0623\u0633\u0628\u0627\u0628 \u0642\u0627\u0626\u0645\u0629 \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629. \u0647\u0630\u0647 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u062a\u062a\u064a\u062d \u0644\u0644\u0645\u0634\u0631\u0641\u064a\u0646 \u0627\u0644\u062a\u0635\u0631\u0641 \u0641\u0648\u0631\u064b\u0627 \u0628\u0634\u0623\u0646 \u0645\u062e\u0627\u0637\u0631 SLA \u0623\u0648 \u0627\u0644\u062a\u062e\u0644\u064a.<\/li>\n<li><strong>\u062a\u0642\u0627\u0631\u064a\u0631 \u062a\u0643\u062a\u064a\u0643\u064a\u0629 \u064a\u0648\u0645\u064a\u0629<\/strong>: AHT \u062d\u0633\u0628 \u0645\u062c\u0645\u0648\u0639\u0629 \u0627\u0644\u0645\u0647\u0627\u0631\u0627\u062a\u060c FCR \u062d\u0633\u0628 \u0641\u0626\u0629 \u0627\u0644\u0645\u0634\u0643\u0644\u0629\u060c \u062a\u0648\u0632\u064a\u0639\u0627\u062a CSAT\u060c \u0648\u0639\u062f\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 - \u062a\u064f\u0633\u062a\u062e\u062f\u0645 \u0644\u062a\u0644\u062e\u064a\u0635 \u0627\u0644\u0645\u0646\u0627\u0648\u0628\u0627\u062a \u0648\u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0642\u0635\u064a\u0631 \u0627\u0644\u0623\u062c\u0644.<\/li>\n<li><strong>\u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629<\/strong>: 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\u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0622\u0644\u064a\u0629 \u0641\u064a \u0644\u0648\u062d\u0629 \u0628\u064a\u0627\u0646\u0627\u062a \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u062d\u064a\u062b \u062a\u0643\u0648\u0646 \u0623\u062d\u062c\u0627\u0645 \u0648\u062c\u0648\u062f\u0629 \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0648\u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a\u060c \u0648\u0627\u0644\u0635\u0648\u062a \u0645\u0631\u0626\u064a\u0629 \u0645\u0639\u064b\u0627. \u0645\u0646 \u062e\u0644\u0627\u0644 \u0645\u0648\u0627\u0621\u0645\u0629 \u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u0645\u062f\u064a\u0631 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u062f\u064a\u0631 \u0631\u0639\u0627\u064a\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0645\u0635\u0646\u0641\u0629\u060c \u064a\u0645\u0643\u0646\u0643 \u062e\u0644\u0642 \u0648\u0636\u0648\u062d \u0648\u0636\u0645\u0627\u0646 \u0623\u0646 \u0628\u0631\u0646\u0627\u0645\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062f\u064a\u0643 \u064a\u062f\u0641\u0639 \u062a\u062d\u0633\u064a\u0646\u064b\u0627 \u0642\u0627\u0628\u0644\u064b\u0627 \u0644\u0644\u0642\u064a\u0627\u0633 \u0639\u0628\u0631 \u0627\u0644\u0642\u0633\u0645.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/10\/customer-service-manager-kpi-271377.jpg\" alt=\"\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u0642\u064a\u0627\u0633 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0642\u0648\u0627\u0644\u0628<\/h2>\n<h3>\u0645\u0627 \u0647\u064a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u062f\u064a\u0631 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f<\/h3>\n<p>\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0645\u062f\u064a\u0631 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSM) \u0647\u0648 \u0645\u0624\u0634\u0631 \u0642\u0627\u0628\u0644 \u0644\u0644\u0642\u064a\u0627\u0633 \u064a\u064f\u0638\u0647\u0631 \u0645\u062f\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 CSM \u0641\u064a \u0645\u0633\u0627\u0639\u062f\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u0642\u064a\u0645\u0629\u060c \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0633\u0631\u0628\u060c \u0648\u062f\u0641\u0639 \u0627\u0644\u062a\u0648\u0633\u0639. \u0641\u064a\u0645\u0627 \u064a\u0644\u064a \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0627\u0644\u062a\u064a \u064a\u062c\u0628 \u0639\u0644\u0649 \u0643\u0644 CSM \u062a\u062a\u0628\u0639\u0647\u0627\u060c \u0645\u0639 \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u0627\u062a\u060c \u0648\u0627\u0644\u0635\u064a\u063a\u060c \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0639\u0645\u0644\u064a\u0629\u060c \u0648\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062f\u0648\u0631\u060c \u0648\u0623\u064a\u0646 \u062a\u062a\u0646\u0627\u0633\u0628 \u0639\u0644\u0649 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u0646\u062c\u0627\u062d.<\/p>\n<ol>\n<li><strong>\u062f\u0631\u062c\u0629 \u0635\u062d\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (\u0645\u0631\u0643\u0628\u0629)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u062a\u0642\u064a\u0633\u0647: \u0645\u0624\u0634\u0631 \u0645\u062c\u0645\u0639 \u064a\u062c\u0645\u0639 \u0628\u064a\u0646 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u0646\u0634\u0627\u0637 \u0627\u0644\u062f\u0639\u0645\u060c \u0648\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\/\u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c\u060c \u0648\u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0627\u0644\u062a\u062c\u062f\u064a\u062f\u060c \u0648\u062d\u0627\u0644\u0629 \u0627\u0644\u062f\u0641\u0639 \u0644\u0644\u062a\u0646\u0628\u0624 \u0628\u0627\u0644\u0645\u062e\u0627\u0637\u0631\/\u0627\u0644\u0641\u0631\u0635.<\/li>\n<li>\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: \u062f\u0631\u062c\u0629 \u0645\u0648\u0632\u0648\u0646\u0629 \u0639\u0628\u0631 \u0627\u0644\u0645\u0643\u0648\u0646\u0627\u062a (\u0645\u062b\u0644\u060c \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 40%\u060c \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 25%\u060c \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 15%\u060c \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c 10%\u060c \u0627\u0644\u0641\u0648\u0627\u062a\u064a\u0631 10%) \u0645\u064f\u0639\u062f\u0644\u0629 \u0625\u0644\u0649 0-100.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0639\u0645\u0644 \u0643\u0625\u0634\u0627\u0631\u0629 \u0648\u0627\u062d\u062f\u0629 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0627\u0644\u062a\u0648\u0627\u0635\u0644\u060c \u0648\u0645\u062e\u0627\u0637\u0631 \u0627\u0644\u062a\u062c\u062f\u064a\u062f\u060c \u0648\u062a\u0648\u0642\u064a\u062a \u0627\u0644\u0628\u064a\u0639 \u0627\u0644\u0625\u0636\u0627\u0641\u064a.<\/li>\n<li>\u0645\u0639\u064a\u0627\u0631 \u0639\u0645\u0644\u064a: &gt;75 = \u0635\u062d\u064a\u061b 50-75 = \u0631\u0627\u0642\u0628\u061b; <50 >\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u062a\u0641\u0639\u064a\u0644 \u062e\u0637\u0637 \u0627\u0644\u0639\u0645\u0644 \u0644\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0627\u0644\u0645\u0639\u0631\u0636\u0629 \u0644\u0644\u062e\u0637\u0631\u060c \u062a\u0635\u0639\u064a\u062f \u0627\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u0641\u0646\u064a\u0629\u060c \u0648\u062a\u0646\u0633\u064a\u0642 \u062a\u062f\u062e\u0644\u0627\u062a \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 + \u0627\u0644\u0645\u0646\u062a\u062c.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0635\u0627\u0641\u064a\u0629 (NRR) \/ \u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a\u0629 (GRR)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u062a\u0642\u064a\u0633\u0647: NRR = (\u0628\u062f\u0627\u064a\u0629 ARR + \u0627\u0644\u062a\u0648\u0633\u0639 - \u0627\u0644\u062a\u0633\u0631\u0628 - \u0627\u0644\u0627\u0646\u0643\u0645\u0627\u0634) \/ \u0628\u062f\u0627\u064a\u0629 ARR\u061b GRR \u064a\u062a\u062c\u0627\u0647\u0644 \u0627\u0644\u062a\u0648\u0633\u0639.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645: \u064a\u0631\u0628\u0637 \u0645\u0628\u0627\u0634\u0631\u0629 \u0623\u062f\u0627\u0621 CSM \u0628\u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a\u2014NRR &gt;100% \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u062a\u0648\u0633\u0639 \u0646\u0627\u062c\u062d\u0629.<\/li>\n<li>\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631: \u0623\u0641\u0636\u0644 \u0623\u0647\u062f\u0627\u0641 SaaS \u0641\u064a \u0641\u0626\u062a\u0647\u0627 NRR 110\u2013130%+\u060c GRR 85\u201395% \u062d\u0633\u0628 \u0646\u0636\u062c \u0627\u0644\u0633\u0648\u0642.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u062a\u062d\u062f\u064a\u062f \u0641\u0631\u0635 \u0627\u0644\u062a\u0648\u0633\u0639\u060c \u0625\u062c\u0631\u0627\u0621 QBRs\u060c \u0648\u062a\u0637\u0628\u064a\u0642 \u062a\u0643\u0631\u0627\u0631\u0627\u062a \u0627\u0644\u0628\u064a\u0639 \u0627\u0644\u0625\u0636\u0627\u0641\u064a \u0644\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u0633\u0646 \u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0635\u062d\u0629.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0646\u0633\u062d\u0627\u0628 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062c\u062f\u064a\u062f<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u0627\u0644\u0627\u0646\u0633\u062d\u0627\u0628 = % \u0645\u0646 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0623\u0648 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u0641\u0642\u0648\u062f\u064a\u0646 \u0641\u064a \u0641\u062a\u0631\u0629 \u0645\u0639\u064a\u0646\u0629\u061b \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062c\u062f\u064a\u062f = % \u0645\u0646 \u0627\u0644\u0639\u0642\u0648\u062f \u0627\u0644\u0645\u062c\u062f\u062f\u0629.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0630\u0627 \u0645\u0647\u0645: \u0645\u0642\u064a\u0627\u0633 \u0623\u0633\u0627\u0633\u064a \u0644\u062a\u0623\u062b\u064a\u0631 CSM \u0639\u0644\u0649 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648CLTV.<\/li>\n<li>\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631: \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0646\u0633\u062d\u0627\u0628 \u0627\u0644\u0633\u0646\u0648\u064a \u0644\u0634\u0631\u0643\u0627\u062a SaaS \u0627\u0644\u0643\u0628\u0631\u0649 \u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0643\u0648\u0646 5\u201310% (\u0627\u0644\u0623\u0642\u0644 \u0623\u0641\u0636\u0644)\u061b \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u062a\u062c\u062f\u064a\u062f \u062a\u062e\u062a\u0644\u0641 \u062d\u0633\u0628 \u0646\u0648\u0639 \u0627\u0644\u0639\u0642\u062f.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u0625\u0639\u0637\u0627\u0621 \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0644\u0643\u062a\u0628 \u0627\u0644\u0644\u0639\u0628 \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638\u060c \u0625\u062c\u0631\u0627\u0621 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0641\u0648\u0632\/\u0627\u0644\u062e\u0633\u0627\u0631\u0629\u060c \u0648\u0627\u0644\u062a\u062f\u062e\u0644 \u0645\u0628\u0643\u0631\u064b\u0627 \u0639\u0646\u062f \u0638\u0647\u0648\u0631 \u0625\u0634\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u062e\u0641\u064a\u0636.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0642\u064a\u0645\u0629 (TTV) \/ \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 (TTFV)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u0627\u0644\u0648\u0642\u062a \u0645\u0646 \u0627\u0644\u0634\u0631\u0627\u0621 \u0623\u0648 \u0628\u062f\u0621 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0625\u0644\u0649 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0630\u064a \u064a\u062f\u0631\u0643 \u0641\u064a\u0647 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u0645\u062d\u062f\u062f\u0629.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u062a\u062d\u0633\u064a\u0646 \u0633\u0631\u0639\u0629 \u0648\u0642\u062a \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0642\u064a\u0645\u0629 \u064a\u0639\u0632\u0632 \u0627\u0644\u062a\u0628\u0646\u064a \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u062e\u0637\u0631 \u0641\u0642\u062f\u0627\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061b \u0648\u0647\u0648 \u0645\u0624\u0634\u0631 \u0623\u0633\u0627\u0633\u064a \u0644\u0644\u062a retention \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644.<\/li>\n<li>\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u0642\u064a\u0627\u0633: \u062a\u062a\u0628\u0639 \u0645\u0631\u0627\u062d\u0644 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645 (\u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645 \u2192 \u0623\u0648\u0644 \u0646\u062a\u064a\u062c\u0629 \u0646\u0627\u062c\u062d\u0629) \u0639\u0628\u0631 \u0627\u0644\u0645\u062c\u0645\u0648\u0639\u0627\u062a.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0645\u062f\u064a\u0631 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u062a\u062d\u0633\u064a\u0646 \u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645\u060c \u0623\u062a\u0645\u062a\u0629 \u0645\u0647\u0627\u0645 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645\u060c \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u062a\u0628\u0646\u064a \u0639\u0628\u0631 \u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u0628\u0646\u064a \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0645\u0646\u062a\u062c<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: DAU\/MAU\u060c \u0645\u0639\u062f\u0644\u0627\u062a \u062a\u0628\u0646\u064a \u0627\u0644\u0645\u064a\u0632\u0627\u062a\u060c \u0639\u0645\u0642 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645\u060c \u0648\u0645\u0639\u062f\u0644\u0627\u062a \u0625\u0643\u0645\u0627\u0644 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u062d\u0631\u062c\u0629.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0631\u062a\u0628\u0637 \u0627\u0644\u062a\u0628\u0646\u064a \u0628\u0627\u0644\u062a\u062c\u062f\u064a\u062f \u0648\u0627\u0644\u062a\u0648\u0633\u0639\u061b \u0627\u0644\u062a\u0628\u0646\u064a \u0627\u0644\u0645\u0646\u062e\u0641\u0636 \u064a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0645\u0634\u0643\u0644\u0627\u062a \u0641\u064a \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645 \u0623\u0648 \u0627\u0644\u0645\u0646\u062a\u062c.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0645\u062f\u064a\u0631 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u062a\u0646\u0641\u064a\u0630 \u062d\u0645\u0644\u0627\u062a \u0627\u0644\u062a\u0628\u0646\u064a\u060c \u062a\u062f\u0631\u064a\u0628 \u0645\u0633\u062a\u0647\u062f\u0641\u060c \u0625\u0631\u0634\u0627\u062f\u0627\u062a \u062f\u0627\u062e\u0644 \u0627\u0644\u062a\u0637\u0628\u064a\u0642\u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0627\u0644\u062a\u0645\u0643\u064a\u0646.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u0646\u0642\u0627\u0637 \u0627\u0644\u0645\u0631\u0648\u062c\u064a\u0646 \u0627\u0644\u0635\u0627\u0641\u064a\u0629 (NPS)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u064a\u0642\u064a\u0633 CSAT \u0631\u0636\u0627 \u0627\u0644\u0645\u0639\u0627\u0645\u0644\u0627\u062a\u061b \u064a\u0642\u064a\u0633 NPS \u0627\u0644\u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0627\u0645 \u0648\u0627\u0633\u062a\u0639\u062f\u0627\u062f \u0627\u0644\u0625\u062d\u0627\u0644\u0629.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0624\u0634\u0631\u0627\u062a \u0639\u0644\u0649 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648\u0627\u0644\u062a\u0648\u0633\u0639\u061b \u062a\u0639\u0644\u064a\u0642\u0627\u062a \u062d\u0631\u0641\u064a\u0629 \u062a\u063a\u0630\u064a \u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c \u0648\u0627\u0644\u062e\u062f\u0645\u0629.<\/li>\n<li>\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631: CSAT 80%+ \u0634\u0627\u0626\u0639\u061b NPS \u064a\u062e\u062a\u0644\u0641 \u062d\u0633\u0628 \u0627\u0644\u0635\u0646\u0627\u0639\u0629\u2014\u062a\u062a\u0628\u0639 \u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0648\u062a\u0642\u0633\u064a\u0645\u0647\u0627 \u062d\u0633\u0628 \u0627\u0644\u0641\u0626\u0629.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0644\u0642\u0629 \u0639\u0644\u0649 \u0627\u0644\u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0645\u0646\u062e\u0641\u0636\u0629\u060c \u062a\u0635\u0639\u064a\u062f \u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u062f\u0645\u062c \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0641\u064a \u062e\u0637\u0637 \u0627\u0644\u062d\u0633\u0627\u0628.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0648\u0633\u0639 \/ \u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0628\u064a\u0639 \u0627\u0644\u0625\u0636\u0627\u0641\u064a \u0648\u0627\u0644\u0628\u064a\u0639 \u0627\u0644\u0645\u062a\u0642\u0627\u0637\u0639<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: % \u0645\u0646 \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0648\u0633\u0639 ARR \u0639\u0628\u0631 \u0627\u0644\u0628\u064a\u0639 \u0627\u0644\u0625\u0636\u0627\u0641\u064a\u060c \u0627\u0644\u0628\u064a\u0639 \u0627\u0644\u0645\u062a\u0642\u0627\u0637\u0639\u060c \u0623\u0648 \u0646\u0645\u0648 \u0627\u0644\u0645\u0642\u0627\u0639\u062f.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u064f\u0638\u0647\u0631 \u062f\u0648\u0631 CSM \u0641\u064a \u0646\u0645\u0648 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0648\u0632\u064a\u0627\u062f\u0629 NRR.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u062a\u0642\u062f\u064a\u0645 \u062d\u0627\u0644\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0644\u0644\u062a\u0648\u0633\u0639\u060c \u0625\u062c\u0631\u0627\u0621 QBRs \u062a\u0631\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0646\u062a\u0627\u0626\u062c\u060c \u0648\u0627\u0644\u062a\u0646\u0633\u064a\u0642 \u0645\u0639 \u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0644\u0644\u062a\u0646\u0641\u064a\u0630.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u0635\u0639\u064a\u062f \u0648\u062f\u0639\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 (FCR\u060c \u0648\u0642\u062a \u0627\u0644\u062d\u0644)<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: \u062d\u062c\u0645 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u0627\u062a\u060c \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062d\u0633\u0627\u0628.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u0627\u062a \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0623\u0648 \u0628\u0637\u0621 \u0627\u0644\u062d\u0644 \u064a\u0631\u062a\u0628\u0637 \u0628\u0627\u0644\u062a\u0633\u0631\u0628\u061b \u064a\u062c\u0628 \u0639\u0644\u0649 CSMs \u0623\u0646 \u064a\u0645\u062a\u0644\u0643\u0648\u0627 \u0627\u0644\u0645\u0646\u0627\u0635\u0631\u0629 \u0648\u0627\u0644\u062a\u0635\u0641\u064a\u0629.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u0627\u0644\u062a\u0646\u0633\u064a\u0642 \u0645\u0639 \u0627\u0644\u062f\u0639\u0645\/\u0627\u0644\u0647\u0646\u062f\u0633\u0629\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u062a\u062c\u0627\u0647\u0627\u062a \u062a\u0630\u0627\u0643\u0631 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062d\u0633\u0627\u0628\u060c \u0648\u0641\u0631\u0636 SLAs.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0642\u064a\u0645\u0629 \u0639\u0645\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 (CLTV) \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062e\u062f\u0645\u0629<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: CLTV \u064a\u062a\u0648\u0642\u0639 \u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a \u0627\u0644\u0635\u0627\u0641\u064a\u0629 \u0644\u0643\u0644 \u0639\u0645\u064a\u0644 \u0639\u0644\u0649 \u0645\u062f\u0649 \u0627\u0644\u0639\u0645\u0631 \u0627\u0644\u0645\u062a\u0648\u0642\u0639\u061b \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u062a\u0642\u064a\u0633 \u062a\u0643\u0627\u0644\u064a\u0641 \u0627\u0644\u062f\u0639\u0645\/\u0627\u0644\u0646\u062c\u0627\u062d \u0644\u0643\u0644 \u062d\u0633\u0627\u0628.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0648\u0627\u0632\u0646 \u0628\u064a\u0646 \u0627\u0644\u0646\u0645\u0648 \u0648\u0627\u0644\u0627\u0642\u062a\u0635\u0627\u062f\u064a\u0627\u062a \u0627\u0644\u0648\u062d\u062f\u0648\u064a\u0629 \u0648\u064a\u0639\u0637\u064a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0639\u0646 \u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0645\u0648\u0627\u0631\u062f.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u062f\u0639\u0645 \u0646\u0645\u0627\u0630\u062c \u0627\u0644\u0646\u062c\u0627\u062d \u0627\u0644\u0645\u062a\u062f\u0631\u062c\u0629\u060c \u062a\u0628\u0631\u064a\u0631 \u0627\u0644\u0627\u0633\u062a\u062b\u0645\u0627\u0631 \u0641\u064a \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0630\u0627\u062a \u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u0639\u0627\u0644\u064a\u0629\u060c \u0648\u062a\u062d\u0633\u064a\u0646 \u062f\u0641\u0627\u062a\u0631 \u0627\u0644\u062a\u0634\u063a\u064a\u0644.<\/li>\n<\/ul>\n<\/li>\n<li><strong>\u0625\u0643\u0645\u0627\u0644 \u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645 \u0648\u0645\u062f\u0629 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645<\/strong>\n<ul>\n<li>\u0645\u0627 \u0627\u0644\u0630\u064a \u064a\u0642\u064a\u0633\u0647: % \u0645\u0646 \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0643\u0645\u0644 \u0627\u0644\u0645\u0639\u0627\u0644\u0645 \u0627\u0644\u062d\u0631\u062c\u0629 \u0644\u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645 \u0636\u0645\u0646 \u0627\u0644\u0646\u0648\u0627\u0641\u0630 \u0627\u0644\u0645\u0633\u062a\u0647\u062f\u0641\u0629.<\/li>\n<li>\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u062a\u0646\u0628\u0623 \u0628\u0627\u0644\u062a\u0628\u0646\u064a \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062a\u0633\u0631\u0628 \u0627\u0644\u0645\u0628\u0643\u0631.<\/li>\n<li>\u0625\u062c\u0631\u0627\u0621\u0627\u062a CSM: \u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0644\u0642\u0648\u0627\u0626\u0645 \u0627\u0644\u062a\u062d\u0642\u0642\u060c \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0642\u0648\u0627\u0644\u0628\u060c \u0648\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u0642\u062f\u0645 \u0645\u0642\u0627\u0628\u0644 \u0623\u0647\u062f\u0627\u0641 TTV.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><strong>\u0644\u0648\u062d\u0629 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0648\u0646\u0635\u0627\u0626\u062d \u0627\u0644\u062a\u0634\u063a\u064a\u0644<\/strong><\/p>\n<ul>\n<li>\u062f\u0645\u062c \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0631\u0627\u0626\u062f\u0629 (TTV\u060c \u0627\u0644\u062a\u0628\u0646\u064a\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0635\u062d\u0629) \u0648\u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629 (NRR\u060c \u0627\u0644\u062a\u0633\u0631\u0628\u060c CLTV) \u0639\u0644\u0649 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0642\u0633\u0645\u0629 \u062d\u0633\u0628 ARR\u060c \u0627\u0644\u0635\u0646\u0627\u0639\u0629\u060c \u0648\u0645\u0631\u062d\u0644\u0629 \u062f\u0648\u0631\u0629 \u0627\u0644\u062d\u064a\u0627\u0629.<\/li>\n<li>\u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062a\u0646\u0628\u064a\u0647\u0627\u062a \u0627\u0644\u0622\u0644\u064a\u0629 \u0644\u0627\u0646\u062e\u0641\u0627\u0636 \u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0635\u062d\u0629\u060c \u0623\u0648 \u062a\u0648\u0642\u0641 \u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u0627\u0646\u0636\u0645\u0627\u0645\u060c \u0623\u0648 \u062a\u0631\u0627\u062c\u0639 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0648\u0642\u062a \u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li>\u0642\u0645 \u0628\u0631\u0628\u0637 \u0646\u0635 CSAT\/NPS \u0645\u0639 \u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c \u0648\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0644\u062f\u0641\u0639 \u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a.<\/li>\n<\/ul>\n<p><strong>\u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u0623\u062f\u0648\u0627\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641<\/strong><\/p>\n<ul>\n<li>\u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0641\u0631\u062f\u064a: \u062a\u062d\u0633\u064a\u0646\u0627\u062a \u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0635\u062d\u0629\u060c \u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u062a\u062c\u062f\u064a\u062f\u060c \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n<li>\u0642\u0627\u0626\u062f \u0627\u0644\u0641\u0631\u064a\u0642\/\u0627\u0644\u0645\u062f\u064a\u0631: \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062c\u062f\u064a\u062f\u060c NRR\u060c \u0645\u062a\u0648\u0633\u0637 TTV\u060c \u0648\u0642\u062a \u0627\u0644\u062a\u0647\u064a\u0626\u0629 \u0644\u0645\u062f\u064a\u0631\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f.<\/li>\n<li>\u062a\u0646\u0641\u064a\u0630\u064a: NRR\/GRR \u0627\u0644\u0645\u062d\u0641\u0638\u0629\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0633\u0631\u0628 \u0627\u0644\u0639\u0627\u0645\u060c CLTV\u060c \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0642\u0627\u0628\u0644\u064a\u0629 \u0644\u0644\u062a\u0648\u0633\u0639 (\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0648\u0633\u0639).<\/li>\n<\/ul>\n<h3>\u0642\u0627\u0644\u0628 KPI \u0644\u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648PDF KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n<p>\u0642\u0627\u0644\u0628 KPI \u0639\u0645\u0644\u064a \u0644\u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u062d\u0648\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0623\u0639\u0644\u0627\u0647 \u0625\u0644\u0649 \u062d\u0642\u0648\u0644 \u0645\u0648\u062d\u062f\u0629\u060c \u0648\u062a\u0639\u0631\u064a\u0641\u0627\u062a\u060c \u0648\u0623\u0647\u062f\u0627\u0641\u060c \u0648\u062a\u0648\u0627\u062a\u0631 \u062a\u0642\u0627\u0631\u064a\u0631. \u0623\u0639\u062a\u0645\u062f \u0639\u0644\u0649 \u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0644\u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u063a\u0645\u0648\u0636 \u0648\u062a\u0648\u062d\u064a\u062f \u0627\u0644\u0645\u062f\u064a\u0631\u064a\u0646 \u062d\u0648\u0644 \u0646\u0641\u0633 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n<ul>\n<li>\u0645\u0643\u0648\u0646\u0627\u062a \u0627\u0644\u0642\u0627\u0644\u0628 \u0627\u0644\u062a\u064a \u0623\u062f\u0631\u062c\u0647\u0627: \u0627\u0633\u0645 \u0627\u0644\u0645\u0642\u064a\u0627\u0633\u060c \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0627\u0644\u0647\u062f\u0641\u060c \u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u062a\u0642\u0631\u064a\u0631\u060c \u0627\u0644\u0645\u0627\u0644\u0643\u060c \u0645\u0635\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0648\u062f\u0644\u064a\u0644 \u0627\u0644\u0639\u0645\u0644. \u064a\u0636\u0645\u0646 \u0642\u0627\u0644\u0628 \u0645\u062a\u0633\u0642 \u0623\u0646 \u062a\u0643\u0648\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0642\u0633\u0645 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0645\u0642\u0627\u0631\u0646\u0629 \u0639\u0628\u0631 \u0627\u0644\u0641\u0631\u0642 \u0648\u0627\u0644\u0632\u0645\u0646.<\/li>\n<li>\u0643\u064a\u0641 \u0623\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0642\u0648\u0627\u0644\u0628: \u0623\u062f\u0645\u062c\u0647\u0627 \u0641\u064a \u062f\u0641\u062a\u0631 \u062a\u0642\u0627\u0631\u064a\u0631 \u0645\u0634\u062a\u0631\u0643\u060c \u0648\u0623\u0631\u0628\u0637 \u0645\u0635\u0627\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0644\u0645\u0644\u0621 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0623\u0642\u0648\u0645 \u0628\u0623\u062a\u0645\u062a\u0629 \u0628\u0637\u0627\u0642\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0623\u0633\u0628\u0648\u0639\u064a\u0629 \u0644\u0644\u0645\u062f\u064a\u0631\u064a\u0646.<\/li>\n<li>\u0646\u0635\u0627\u0626\u062d \u0639\u0645\u0644\u064a\u0629: \u0627\u0628\u062f\u0623 \u0628\u0642\u0627\u0644\u0628 \u0628\u0633\u064a\u0637 \u064a\u0631\u0643\u0632 \u0639\u0644\u0649 FCR \u0648 CSAT \u0648 AHT \u0648 NRR \u0648 Health Score\u060c \u062b\u0645 \u0642\u0645 \u0628\u062a\u0648\u0633\u064a\u0639\u0647 \u0644\u064a\u0634\u0645\u0644 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0627\u0639\u062a\u0645\u0627\u062f \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0645\u062c\u0631\u062f \u0627\u0633\u062a\u0642\u0631\u0627\u0631 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631.<\/li>\n<\/ul>\n<p>\u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0627\u0644\u0628 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0632\u064a\u0644 \u0648\u0625\u0631\u0634\u0627\u062f\u0627\u062a \u062e\u0637\u0648\u0629 \u0628\u062e\u0637\u0648\u0629\u060c \u0631\u0627\u062c\u0639 \u0642\u0627\u0644\u0628 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a \u064a\u0648\u0641\u0631 \u0647\u064a\u0643\u0644\u064b\u0627 \u062c\u0627\u0647\u0632\u064b\u0627 \u0644\u0644\u0645\u062f\u064a\u0631\u064a\u0646 \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0648\u062c\u0645\u0639 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a. \u0642\u0645 \u0628\u0631\u0628\u0637 \u0627\u0644\u0642\u0627\u0644\u0628 \u0645\u0639 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0644\u0642\u0629 \u0628\u064a\u0646 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u064a\u0648\u0645\u064a\u0629 \u0648\u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629\u060c \u0648\u062a\u0623\u0643\u062f \u0645\u0646 \u062a\u0648\u0627\u0641\u0642 KPI \u0644\u0645\u062f\u064a\u0631 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648KPI \u0644\u0645\u062f\u064a\u0631 \u0631\u0639\u0627\u064a\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648\u0627\u0644\u062a\u0648\u0633\u0639 \u0627\u0644\u0623\u0648\u0633\u0639.<\/p>\n<h2>\u0627\u0644\u0645\u0647\u0627\u0631\u0627\u062a \u0648\u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0644\u0644\u0641\u0631\u0642 \u0627\u0644\u0623\u0645\u0627\u0645\u064a\u0629<\/h2>\n<h3>\u0645\u0627 \u0647\u064a \u0627\u0644\u0645\u0647\u0627\u0631\u0627\u062a \u0627\u0644\u0633\u0628\u0639 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u064a\u062f\u0629\u061f<\/h3>\n<p>1) <strong>\u0627\u0644\u062a\u0639\u0627\u0637\u0641<\/strong><br \/>\n\u0645\u0627 \u0647\u0648: \u0627\u0644\u0642\u062f\u0631\u0629 \u0639\u0644\u0649 \u0641\u0647\u0645 \u0648\u062a\u0639\u0643\u0633 \u0645\u0634\u0627\u0639\u0631 \u0648\u0648\u062c\u0647\u0629 \u0646\u0638\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0648\u0644\u064a\u0633 \u0641\u0642\u0637 \u062d\u0642\u0627\u0626\u0642 \u0627\u0644\u0645\u0634\u0643\u0644\u0629.<br \/>\n\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0627\u0644\u062a\u0639\u0627\u0637\u0641 \u064a\u0632\u064a\u062f \u0645\u0646 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629\u060c \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629\u060c \u0648\u064a\u062a\u0646\u0628\u0623 \u0628\u0632\u064a\u0627\u062f\u0629 CSAT \u0648 NPS (Harvard Business Review).<br \/>\n\u0643\u064a\u0641 \u062a\u0642\u064a\u0633: \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u0646\u0635\u064a\u0629 \u0644\u0640 CSAT\u060c \u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u062a\u0639\u0627\u0637\u0641 \u0641\u064a QA\u060c \u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631.<br \/>\n\u0643\u064a\u0641 \u062a\u0637\u0648\u0631: \u0633\u064a\u0646\u0627\u0631\u064a\u0648\u0647\u0627\u062a \u0644\u0639\u0628 \u0627\u0644\u0623\u062f\u0648\u0627\u0631\u060c \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0639\u0644\u0649 \u0627\u0644\u0644\u063a\u0629 \u0627\u0644\u0627\u0646\u0639\u0643\u0627\u0633\u064a\u0629\u060c \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0646\u0635 \u0644\u0645\u062d\u0627\u062f\u062b\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 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\u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0648\u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a.<br \/>\n\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0648\u0627\u0636\u062d \u064a\u0639\u0632\u0632 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR) \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u0645\u0639 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (\u0628\u062d\u062b Zendesk).<br \/>\n\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u0642\u064a\u0627\u0633: FCR\u060c \u062f\u0631\u062c\u0627\u062a \u0648\u0636\u0648\u062d QA\u060c \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062d\u0648\u0644 \u0639\u0646\u0627\u0635\u0631 \u0627\u0644\u062a\u0648\u0627\u0635\u0644\u060c \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629.<br \/>\n\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u0637\u0648\u064a\u0631: \u0623\u0637\u0631 \u0628\u062f\u0648\u0646 \u0646\u0635\u0648\u0635\u060c \u0648\u0631\u0634 \u0643\u062a\u0627\u0628\u0629 \u0644\u0644\u062f\u0631\u062f\u0634\u0629\/\u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0648\u0627\u0644\u0628 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u0648\u062d\u062f\u0629 \u0645\u0639 \u062a\u062e\u0635\u064a\u0635.<\/p>\n<p>3) <strong>\u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0648\u0627\u0644\u062a\u0641\u0643\u064a\u0631 \u0627\u0644\u0646\u0642\u062f\u064a<\/strong><br \/>\n\u0645\u0627 \u0647\u0648: \u062a\u0634\u062e\u064a\u0635 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 \u0628\u0633\u0631\u0639\u0629\u060c \u0627\u062e\u062a\u064a\u0627\u0631 \u0627\u0644\u0645\u0633\u0627\u0631 \u0627\u0644\u0635\u062d\u064a\u062d \u0644\u0644\u062d\u0644\u060c \u0648\u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0628\u0634\u0643\u0644 \u0645\u0646\u0627\u0633\u0628 \u0639\u0646\u062f \u0627\u0644\u062d\u0627\u062c\u0629.<br \/>\n\u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0642\u0648\u064a \u064a\u0632\u064a\u062f \u0645\u0646 FCR\u060c \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u0648\u064a\u0643\u0634\u0641 \u0639\u0646 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u0646\u0638\u0627\u0645\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u0636\u0631 \u0628\u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (\u062a\u0648\u0635\u064a\u0627\u062a ICMI\/Gartner).<br \/>\n\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u0642\u064a\u0627\u0633: \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u0632\u0645\u0646 \u0627\u0644\u062d\u0644\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u060c \u0639\u062f\u062f \u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u0628\u062f\u0621 \u0628\u0647\u0627.<br \/>\n\u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u0637\u0648\u064a\u0631: \u062a\u0639\u0644\u064a\u0645 RCA \u0627\u0644\u0645\u0646\u0638\u0645 (5 \u0644\u0645\u0627\u0630\u0627)\u060c \u062f\u0631\u0627\u0633\u0627\u062a \u0627\u0644\u062d\u0627\u0644\u0629 \u0628\u0639\u062f \u0627\u0644\u0648\u0641\u0627\u0629\u060c \u0648\u0645\u0635\u0641\u0648\u0641\u0627\u062a \u0633\u0644\u0637\u0629 \u0627\u0644\u0642\u0631\u0627\u0631 \u0644\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0641\u064a \u0627\u0644\u062e\u0637 \u0627\u0644\u0623\u0645\u0627\u0645\u064a.<\/p>\n<p>4) <strong>\u0627\u0644\u062a\u062d\u0643\u0645 \u0627\u0644\u0630\u0627\u062a\u064a \u0627\u0644\u0639\u0627\u0637\u0641\u064a \u0648\u0627\u0644\u0635\u0628\u0631<\/strong><br \/>\n\u0645\u0627 \u0647\u0648: \u0627\u0644\u0628\u0642\u0627\u0621 \u0647\u0627\u062f\u0626\u064b\u0627 \u062a\u062d\u062a \u0627\u0644\u0636\u063a\u0637\u060c \u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u0635\u0639\u0628\u0629\u060c \u0648\u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0627\u0644\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u063a\u0627\u0636\u0628\u064a\u0646.<br 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href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%84%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84-2\/\">\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0635\u0641\u062d\u0629 \u0644\u0644\u062a\u0637\u0628\u064a\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0648\u0623\u0646\u0645\u0627\u0637 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631.<\/p>\n<p>\u0623\u062e\u064a\u0631\u064b\u0627\u060c \u0642\u0645 \u0628\u0645\u062d\u0627\u0630\u0627\u0629 \u0643\u0644 KPI \u0645\u0639 \u0627\u0644\u0645\u0644\u0643\u064a\u0629 (\u0648\u0643\u064a\u0644\u060c \u0642\u0627\u0626\u062f \u0641\u0631\u064a\u0642\u060c \u0645\u062f\u064a\u0631\u060c \u062a\u0646\u0641\u064a\u0630\u064a) \u0628\u062d\u064a\u062b 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href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1-%d9%82%d8%a7%d9%84%d8%a8-kpi-%d8%a7%d9%84%d8%a3%d8%b3%d8%a7%d8%b3%d9%8a-%d9%84%d8%ae%d8%af%d9%85\/\">\u0642\u0627\u0644\u0628 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0643\u0623\u0633\u0627\u0633 \u0648\u0642\u0645 \u0628\u062a\u062e\u0635\u064a\u0635 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 \u0648\u0627\u0644\u0645\u062c\u0645\u0648\u0639\u0629.<\/p>\n<ul>\n<li>\u062d\u062f\u062f \u0627\u0644\u0645\u0644\u0643\u064a\u0629: \u0639\u064a\u0651\u0646 \u0643\u0644 KPI \u0644\u0645\u0627\u0644\u0643 (\u0648\u0643\u064a\u0644\u060c \u0642\u0627\u0626\u062f \u0641\u0631\u064a\u0642\u060c \u0645\u0627\u0644\u0643 KPI \u062f\u0639\u0645 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\u0628\u0631\u0628\u0637 \u0643\u0644 KPI \u0628\u0645\u0648\u062c\u0647\u0627\u062a \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0643\u062a\u0628 \u0627\u0644\u0644\u0639\u0628 \u062d\u062a\u0649 \u064a\u062a\u0635\u0631\u0641 \u0627\u0644\u0645\u062f\u064a\u0631\u0648\u0646 \u0639\u0646\u062f\u0645\u0627 \u064a\u0646\u062e\u0641\u0636 \u0623\u062d\u062f \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 (\u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c \u0627\u0646\u062e\u0641\u0627\u0636 CSAT \u2192 \u062a\u062f\u0631\u064a\u0628 \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0627\u0637\u0641\u061b \u0627\u0631\u062a\u0641\u0627\u0639 AHT \u2192 \u062a\u0628\u0633\u064a\u0637 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644).<\/li>\n<li>\u0627\u0633\u062a\u062e\u062f\u0645 \u0628\u0637\u0627\u0642\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0645\u0639\u062a\u0645\u062f\u0629 \u0639\u0644\u0649 \u0627\u0644\u0623\u062f\u0648\u0627\u0631 \u0628\u062d\u064a\u062b \u062a\u0643\u0648\u0646 KPI \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648KPI \u0645\u062f\u064a\u0631 \u0631\u0639\u0627\u064a\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u062a\u0645\u064a\u0632\u0629 \u0648\u0644\u0643\u0646\u0647\u0627 \u0645\u062a\u0648\u0627\u0641\u0642\u0629 \u0645\u0639 \u0646\u0641\u0633 \u0627\u0644\u0646\u062a\u0627\u0626\u062c.<\/li>\n<\/ol>\n<p>\u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0623\u0645\u062b\u0644\u0629 \u062a\u0633\u0631\u0639 \u0627\u0644\u062a\u0646\u0641\u064a\u0630\u060c \u0631\u0627\u062c\u0639 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%84%d8%ae%d8%af%d9%85%d8%a9-%d8%a7%d9%84-2\/\">\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648 \u0627\u0644 <a href=\"https:\/\/messengerbot.app\/ar\/%d8%a3%d9%85%d8%ab%d9%84%d8%a9-%d8%b9%d9%84%d9%89-%d9%85%d8%a4%d8%b4%d8%b1%d8%a7%d8%aa-%d8%a7%d9%84%d8%a3%d8%af%d8%a7%d8%a1-%d8%a7%d9%84%d8%b1%d8%a6%d9%8a%d8%b3%d9%8a%d8%a9-%d9%84%d8%af%d8%b9%d9%85\/\">\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>; \u062d\u064a\u062b \u062a\u0648\u0641\u0631 \u0623\u0647\u062f\u0627\u0641\u064b\u0627 \u0639\u0645\u0644\u064a\u0629 \u0648\u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0646\u0645\u0648\u0630\u062c\u064a\u0629 \u064a\u0645\u0643\u0646\u0643 \u062a\u0643\u064a\u064a\u0641\u0647\u0627 \u0645\u0639 \u0646\u0645\u0648\u0630\u062c \u0639\u0645\u0644\u0643.<\/p>\n<h3>\u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a KPI \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c KPI \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062a\u0628\u0639 KPIs \u0642\u0633\u0645 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n<p>\u062a\u062a\u062d\u0648\u0644 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a KPI \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0646 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062e\u0627\u0645 \u0625\u0644\u0649 \u0642\u0631\u0627\u0631\u0627\u062a. \u0623\u0635\u0645\u0645 \u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0639\u0644\u0649 \u062b\u0644\u0627\u062b\u0629 \u0645\u0633\u062a\u0648\u064a\u0627\u062a: \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0642\u064a\u0642\u064a\u060c \u0627\u0644\u062a\u0643\u062a\u064a\u0643\u064a\u0629 \u0627\u0644\u064a\u0648\u0645\u064a\u0629\u060c \u0648\u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 - \u0643\u0644 \u0645\u0633\u062a\u0648\u0649 \u064a\u062c\u064a\u0628 \u0639\u0644\u0649 \u0623\u0633\u0626\u0644\u0629 \u0645\u062e\u062a\u0644\u0641\u0629 \u0644\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u0642\u0627\u062f\u0629 \u0627\u0644\u0641\u0631\u0642 \u0648\u0627\u0644\u0645\u062f\u064a\u0631\u064a\u0646 \u0627\u0644\u062a\u0646\u0641\u064a\u0630\u064a\u064a\u0646.<\/p>\n<ul>\n<li><strong>\u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0642\u064a\u0642\u064a<\/strong>: \u0637\u0648\u0644 \u0642\u0627\u0626\u0645\u0629 \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629\u060c \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 %\u060c \u0645\u0639\u062f\u0644 FCR \u0627\u0644\u062d\u0627\u0644\u064a \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629\u060c \u0648\u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0627\u0644\u0645\u062a\u0635\u0644\u064a\u0646 - \u062a\u064f\u0633\u062a\u062e\u062f\u0645 \u0644\u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u0648\u0638\u064a\u0641 \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0641\u0648\u0631\u064a\u0629.<\/li>\n<li><strong>\u0627\u0644\u062a\u0643\u062a\u064a\u0643\u064a \u0627\u0644\u064a\u0648\u0645\u064a<\/strong>: AHT \u062d\u0633\u0628 \u0645\u062c\u0645\u0648\u0639\u0629 \u0627\u0644\u0645\u0647\u0627\u0631\u0627\u062a\u060c CSAT \u062d\u0633\u0628 \u0627\u0644\u0648\u0631\u062f\u064a\u0629\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u060c \u0648\u0623\u0639\u0644\u0649 \u062f\u0648\u0627\u0641\u0639 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a\u2014\u062a\u0633\u062a\u062e\u062f\u0645 \u0644\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0648\u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0645\u0633\u062a\u0647\u062f\u0641.<\/li>\n<li><strong>\u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629<\/strong>: \u062a\u0623\u062b\u064a\u0631 NRR\u060c \u0627\u0631\u062a\u0628\u0627\u0637 \u0627\u0644\u062a\u0631\u0627\u062c\u0639 \u0628\u0640 CSAT\u060c \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644\u060c \u0648\u062e\u0631\u0627\u0626\u0637 \u0627\u062a\u062c\u0627\u0647 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u2014\u062a\u0633\u062a\u062e\u062f\u0645 \u0644\u0644\u0645\u0648\u0627\u0631\u062f\u060c \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u062a\u0646\u0641\u064a\u0630\u064a\u0629.<\/li>\n<\/ul>\n<p>\u0642\u0648\u0627\u0639\u062f \u062a\u0635\u0645\u064a\u0645 \u0644\u0648\u062d\u0629 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0627\u0644\u062a\u064a \u0623\u0641\u0631\u0636\u0647\u0627 \u062d\u062a\u0649 \u062a\u062f\u0641\u0639 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI \u0644\u0644\u0639\u0645\u0644:<\/p>\n<ol>\n<li>\u0639\u0631\u0636 \u0643\u0644 \u0645\u0646 \u0627\u0644\u0646\u0633\u0628\u0629 \u0648\u0627\u0644\u062d\u062c\u0645 \u0627\u0644\u0645\u0637\u0644\u0642\u2014\u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u062e\u0641\u064a \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0627\u0644\u0646\u0633\u0628\u064a\u0629 \u0627\u0644\u0623\u062d\u062c\u0627\u0645 \u0627\u0644\u0645\u062a\u0632\u0627\u064a\u062f\u0629 \u0627\u0644\u062a\u064a \u062a\u0645\u062a\u062f \u0627\u0644\u0642\u062f\u0631\u0629.<\/li>\n<li>\u0642\u0627\u0628\u0644\u064a\u0629 \u0627\u0644\u062a\u0635\u0641\u064a\u0629: \u062a\u0648\u0641\u064a\u0631 \u0641\u0644\u0627\u062a\u0631 \u0633\u0631\u064a\u0639\u0629 \u0644\u0644\u0642\u0646\u0627\u0629\u060c \u0627\u0644\u0645\u0646\u0637\u0642\u0629\u060c \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u0627\u0644\u0648\u0643\u064a\u0644 \u062d\u062a\u0649 \u064a\u0645\u0643\u0646 \u062a\u0634\u062e\u064a\u0635 KPIs \u0642\u0633\u0645 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u062f\u0642\u0627\u0626\u0642.<\/li>\n<li>\u0627\u0644\u062a\u0646\u0628\u064a\u0647: \u062a\u0643\u0648\u064a\u0646 \u062a\u0646\u0628\u064a\u0647\u0627\u062a \u062a\u0644\u0642\u0627\u0626\u064a\u0629 \u0644\u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a SLA\u060c \u0627\u0646\u062e\u0641\u0627\u0636\u0627\u062a \u0645\u0641\u0627\u062c\u0626\u0629 \u0641\u064a CSAT\u060c \u0623\u0648 \u062a\u0631\u0627\u062c\u0639 \u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0635\u062d\u0629 \u062d\u062a\u0649 \u064a\u062a\u0645\u0643\u0646 \u0627\u0644\u0645\u062f\u064a\u0631\u0648\u0646 \u0645\u0646 \u0627\u0644\u062a\u062f\u062e\u0644 \u0642\u0628\u0644 \u0627\u0644\u062a\u0631\u0627\u062c\u0639.<\/li>\n<\/ol>\n<p>\u0623\u0639\u0631\u0636 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u062c\u0646\u0628\u064b\u0627 \u0625\u0644\u0649 \u062c\u0646\u0628 \u0645\u0639 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0628\u0634\u0631\u064a\u0629 \u062d\u062a\u0649 \u064a\u062a\u0645 \u0645\u0642\u0627\u0631\u0646\u0629 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0631\u0642\u0645\u064a\u0629 \u0648\u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u064a\u0646 \u0628\u0634\u0643\u0644 \u0639\u0627\u062f\u0644\u2014\u064a\u0634\u0645\u0644 \u0630\u0644\u0643 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0645\u0646 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u0622\u0644\u064a \u0648\u0627\u0644\u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u064a \u0623\u062f\u064a\u0631\u0647\u0627\u060c \u0645\u0645\u0627 \u064a\u062d\u0627\u0641\u0638 \u0639\u0644\u0649 \u0634\u0645\u0648\u0644\u064a\u0629 KPIs \u0645\u062f\u064a\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0625\u0631\u0634\u0627\u062f\u0627\u062a \u0627\u0644\u062a\u0646\u0641\u064a\u0630 \u0648\u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u062a\u064a \u062a\u0631\u0628\u0637 \u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a 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\u0627\u0644\u0645\u062d\u062a\u0648\u0649 \u0644\u062a\u0648\u0633\u064a\u0639 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u0634\u062e\u0635\u064a\u0629 \u062f\u0648\u0646 \u062a\u062c\u0627\u0648\u0632 \u0623\u0647\u062f\u0627\u0641 SLA \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0643.<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ar\/customer-service-manager-kpi-5-essential-kpis-5-qualities-the-5-cs-7-skills-4-ps-and-a-practical-kpi-template-for-departments-and-executives\/\" data-essbisPostTitle=\"Customer Service Manager KPI: 5 Essential KPIs, 5 Qualities, the 5 Cs, 7 Skills, 4 Ps and a Practical KPI Template for Departments and Executives\" data-essbisHoverContainer=\"\"><p>Key Takeaways Focus on five core customer service manager KPI groups\u2014FCR, AHT\/Total Resolution Time, CSAT\/NPS, Service Level\/SLA, and Escalation\/Repeat Contact\u2014to balance speed, quality, retention and cost. Use a customer service manager kpi template to standardize definitions, formulas, owners and cadence so customer service department kpis are comparable and actionable. Translate the 5 C&#8217;s (Care, Communication, [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":258167,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-258168","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/258168","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/comments?post=258168"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/258168\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media\/258167"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media?parent=258168"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/categories?post=258168"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/tags?post=258168"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}