Puntos Clave<\/h2>\n\n- \u0627\u0633\u062a\u062e\u062f\u0645 KPI \u0639\u064a\u0646\u0629 \u0644\u0645\u0645\u062b\u0644 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062a\u0648\u062d\u064a\u062f \u0627\u0644\u0642\u064a\u0627\u0633 - \u062a\u062a\u0628\u0639 CSAT \u0648 NPS \u0648 CES \u0648 KPI \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0644\u0631\u0628\u0637 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0628\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638.<\/li>\n
- \u0648\u0627\u0632\u0646 \u0628\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u0627\u0644\u062c\u0648\u062f\u0629: \u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 KPI \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0639 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 KPI \u0648 FCR.<\/li>\n
- \u0642\u0645 \u0628\u062a\u0634\u063a\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0648\u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a: \u062a\u0646\u0641\u064a\u0630 \u0642\u0627\u0644\u0628 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648KPI \u0648\u0642\u062a \u0627\u0644\u062d\u0644 \u0648KPI \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631.<\/li>\n
- \u062d\u062f\u062f SLAs \u0645\u062d\u062f\u062f\u0629 \u0644\u0644\u0642\u0646\u0648\u0627\u062a: \u0648\u0636\u0639 \u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (\u0627\u0644\u062f\u0631\u062f\u0634\u0629 <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0627\u0644\u0647\u0627\u062a\u0641 \u226420-30 \u062b\u0627\u0646\u064a\u0629)\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a SLA \u0648\u0641\u0631\u0636 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA \u0627\u0644\u062f\u0639\u0645 \u0644\u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0648\u0627\u0644\u062a\u0635\u0639\u064a\u062f.<\/li>\n
- \u062a\u062d\u0633\u064a\u0646 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0648\u0627\u0644\u062a\u062f\u0631\u064a\u0628: \u062f\u0645\u062c \u062a\u062d\u0644\u064a\u0644 \u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI \u0648\u062f\u0631\u062c\u0629 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062f\u0631\u062c\u0629 QA \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 KPI \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631.<\/li>\n
- \u062a\u062d\u0633\u064a\u0646 \u0623\u062f\u0627\u0621 \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0645\u0639 \u0642\u0627\u0626\u0645\u0629 KPI \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644: \u062a\u062a\u0628\u0639 \u0645\u0639\u062f\u0644 \u0634\u063a\u0644 \u0627\u0644\u0648\u0643\u064a\u0644 \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 \u0648KPI \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0648KPI \u062a\u0642\u0644\u064a\u0644 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0644\u062a\u062d\u0642\u064a\u0642 \u0643\u0641\u0627\u0621\u0629 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0648\u0633\u0639.<\/li>\n
- \u0642\u0645 \u0628\u0623\u062a\u0645\u062a\u0629 \u0628\u0634\u0643\u0644 \u0630\u0643\u064a: \u0627\u0633\u062a\u062e\u062f\u0645 \u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0648\u0627\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0645\u062f\u0639\u0648\u0645 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0644\u062a\u0642\u0644\u064a\u0644 KPI \u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0648\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0648\u062a\u0633\u0631\u064a\u0639 \u062c\u0645\u0639 CSAT \u0648 NPS \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a.<\/li>\n<\/ul>\n<\/div>\n
\u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0628\u0646\u064a \u0641\u0631\u064a\u0642 \u062f\u0639\u0645 \u0639\u0627\u0644\u064a \u0627\u0644\u0623\u062f\u0627\u0621\u060c \u0641\u0625\u0646 KPI \u0648\u0627\u0636\u062d \u0644\u0645\u0645\u062b\u0644 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u0648 \u062e\u0627\u0631\u0637\u0629 \u0637\u0631\u064a\u0642\u0643 \u0644\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0642\u0627\u0628\u0644 \u0644\u0644\u0642\u064a\u0627\u0633: \u0645\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0645\u062b\u0644 KPI \u0644\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0648KPI \u0644\u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0627\u0644\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629. \u064a\u0648\u0636\u062d \u0647\u0630\u0627 \u0627\u0644\u062f\u0644\u064a\u0644 KPIs \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 KPIs \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u064a\u0634\u0631\u062d 4 P\u2019s \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u06485 \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\u060c \u0648\u064a\u0638\u0647\u0631 \u0643\u064a\u0641\u064a\u0629 \u062f\u0645\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u0623\u062f\u0627\u0621 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0642\u0627\u0644\u0628 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 KPI \u0648\u0627\u0642\u0639\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0633\u062a\u062d\u0635\u0644 \u0639\u0644\u0649 \u0639\u0646\u0627\u0635\u0631 \u0642\u0627\u0626\u0645\u0629 KPI \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0629 - \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a\u060c \u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 \u0648KPI \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 - \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 KPIs \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0648\u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a SLA \u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629. \u062a\u0627\u0628\u0639 \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u0644\u0644\u062a\u062a\u0628\u0639\u060c \u0648\u062a\u0643\u062a\u064a\u0643\u0627\u062a \u0627\u0644\u0642\u064a\u0627\u0633 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0639\u0627\u064a\u064a\u0631 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0646\u0647\u062c \u062e\u0637\u0648\u0629 \u0628\u062e\u0637\u0648\u0629 \u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI\u060c \u0648KPI \u0644\u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629\u060c \u0648\u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \u0644\u062a\u0642\u0644\u064a\u0644 KPI \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0627\u062a\u060c \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621. <\/p>\n
\u0645\u0627 \u0647\u064a 5 \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\u061f<\/h2>\n\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n
1) \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0627\u0644\u0631\u0636\u0627 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0642\u0635\u064a\u0631 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644 (\u0639\u0627\u062f\u0629\u064b \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0628\u0639\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644). \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: (\u0639\u062f\u062f \u0627\u0644\u0631\u062f\u0648\u062f \u0627\u0644\u0631\u0627\u0636\u064a\u0629 \u00f7 \u0639\u062f\u062f \u0631\u062f\u0648\u062f \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0624\u0634\u0631 \u0645\u0628\u0627\u0634\u0631 \u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629 \u0648\u0625\u0634\u0627\u0631\u0629 \u0631\u0627\u0626\u062f\u0629 \u0644\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641: \u0627\u0633\u062a\u0647\u062f\u0641 80%+ \u0641\u064a \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0646\u0627\u0636\u062c\u0629\u061b \u062a\u062e\u062a\u0644\u0641 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0628\u0633\u064a\u0637 \u0645\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u062d\u0644\u060c \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0627\u0637\u0641 \u0648\u0645\u0639\u0631\u0641\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u062a\u0642\u0644\u064a\u0644 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u062f\u0648\u0646 \u0627\u0644\u062a\u0636\u062d\u064a\u0629 \u0628\u0627\u0644\u062c\u0648\u062f\u0629\u060c \u0648\u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0627\u062a \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629. \u0627\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644 \u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0648\u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0644\u062a\u062d\u0648\u064a\u0644 CSAT \u0625\u0644\u0649 \u0639\u0645\u0644. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0627\u0644\u0628 \u0639\u0645\u0644\u064a\u0629\u060c \u0631\u0627\u062c\u0639 \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062f\u064a\u0646\u0627 \u0644\u0625\u0631\u0634\u0627\u062f\u0627\u062a \u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n
2) \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR) \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0646\u0633\u0628\u0629 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: (\u0639\u062f\u062f \u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u060c \u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u060c \u0648\u064a\u062a\u0648\u0627\u0641\u0642 \u0628\u0634\u0643\u0644 \u0642\u0648\u064a \u0645\u0639 \u0632\u064a\u0627\u062f\u0629 CSAT \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641: \u062a\u0633\u062a\u0647\u062f\u0641 \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0645\u0631\u0627\u0643\u0632 70\u201385 % \u062d\u0633\u0628 \u0627\u0644\u062a\u0639\u0642\u064a\u062f. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0646 \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u0642\u0648\u0627\u0639\u062f \u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u0627\u0644\u0633\u064a\u0627\u0642 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u060c \u0648\u0639\u0645\u0644\u064a\u0627\u062a \u0641\u0631\u0632 \u0623\u0641\u0636\u0644\u061b \u062a\u062a\u0628\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a.<\/p>\n
3) \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0645\u062a\u0648\u0633\u0637 \u0645\u062f\u0629 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631) \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: AHT \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u0623\u0633\u0627\u0633\u064a \u0644\u0623\u062f\u0627\u0621 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0631\u062a\u0628\u0637 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621. \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062d\u0630\u0631: \u062a\u062d\u0633\u064a\u0646 AHT \u0641\u0642\u0637 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0636\u0631 \u0628\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u062d\u0648\u064a\u0644\u0627\u062a \u063a\u064a\u0631 \u0627\u0644\u0636\u0631\u0648\u0631\u064a\u0629\u060c \u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0644\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629\u060c \u0648\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u062e\u0641\u064a\u0636\u0627\u062a \u0641\u064a \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629.<\/p>\n
4) \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0631\u062f \u0627\u0644\u0645\u0639\u0646\u0648\u064a \u0627\u0644\u0623\u0648\u0644 (\u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629) \u0623\u0648 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0625\u062c\u0627\u0628\u0629 (\u0627\u0644\u0635\u0648\u062a). \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0628\u064a\u0646 \u0625\u0646\u0634\u0627\u0621 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0648\u0627\u0644\u0631\u062f \u0627\u0644\u062c\u0648\u0647\u0631\u064a \u0627\u0644\u0623\u0648\u0644 \u0644\u0644\u0648\u0643\u064a\u0644. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u062a\u062d\u0633\u0646 \u0645\u0646 \u062a\u0635\u0648\u0631 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641: \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u062d\u064a\u0629 <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u060c \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u064a\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644. <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u060c \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u064a\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644.<\/p>\n
5) Net Promoter Score (NPS) or Customer Effort Score (CES) \u2014 Which to pick: NPS measures long-term loyalty (Would you recommend us?); CES measures how easy the customer\u2019s experience was. How to calculate: NPS = %Promoters \u2212 %Detractors; CES = average effort score. Why it matters: NPS links to revenue and retention; CES predicts repeat contact rate and churn. How to improve: reduce repeat contacts, simplify self-service, improve FCR, and use customer interaction quality score and customer feedback analysis KPI to identify friction points.<\/p>\n
\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0627\u0644\u0645\u062a\u0648\u0633\u0637 \u0648\u0645\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629<\/h3>\n
\u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 FCR \u0648 AHT \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u0639\u064b\u0627 \u064a\u062e\u0644\u0642 \u0631\u0624\u064a\u0629 \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629: FCR \u064a\u0642\u0648\u062f \u0627\u0644\u0646\u062a\u0627\u0626\u062c\u060c AHT \u064a\u0639\u0643\u0633 \u0627\u0644\u0643\u0641\u0627\u0621\u0629\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u064a\u0634\u0643\u0644 \u0627\u0644\u0627\u0646\u0637\u0628\u0627\u0639. \u0644\u062a\u0641\u0639\u064a\u0644 \u0647\u0630\u0647 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0648\u0635\u064a \u0628\u0640:<\/p>\n
\n- \u062d\u062f\u062f \u0635\u064a\u063a \u062f\u0642\u064a\u0642\u0629 \u0648 SLAs: \u0646\u0634\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 SLA \u062d\u062a\u0649 \u064a\u0634\u0627\u0631\u0643 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0627\u0644\u0642\u0627\u062f\u0629 \u0646\u0641\u0633 \u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0627\u0644\u0646\u062c\u0627\u062d.<\/li>\n
- \u0642\u0645 \u0628\u0625\u0646\u0634\u0627\u0621 \u0642\u0627\u0644\u0628 \u0644\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 \u0648\u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062a\u064a \u062a\u062a\u0636\u0645\u0646 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0644\u060c \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a SLA \u0644\u0644\u0631\u0624\u064a\u0629.<\/li>\n
- \u0627\u0633\u062a\u062e\u062f\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u062e\u0637\u064a\u0637 \u0627\u0644\u0642\u0648\u0649 \u0627\u0644\u0639\u0627\u0645\u0644\u0629 \u2014 \u0645\u0639\u062f\u0644 \u0634\u063a\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0639\u062f\u0644 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 \u2014 \u0644\u0645\u0648\u0627\u0621\u0645\u0629 \u0627\u0644\u062a\u0648\u0638\u064a\u0641 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641 AHT \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u0647\u062f\u0641\u0629.<\/li>\n
- \u0642\u064a\u0627\u0633 \u0627\u0644\u062c\u0648\u062f\u0629 \u0628\u0627\u0644\u062a\u0648\u0627\u0632\u064a: \u0631\u0628\u0637 \u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0639 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u062c\u0648\u062f\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u064a\u0644 \u0644\u0645\u0646\u0639 \u0627\u0644\u062a\u0631\u0627\u062c\u0639 \u0639\u0646\u062f \u062f\u0641\u0639 \u0627\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n
- \u0627\u0633\u062a\u063a\u0644\u0627\u0644 \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\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629 \u0648\u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \/ \u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0628\u062d\u064a\u062b \u064a\u062a\u0645 \u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0635\u0648\u062a\u064a\u0629 \u0648\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0648\u0627\u0644\u0628\u0631\u064a\u062f \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 - \u0648\u0647\u0648 \u0623\u0645\u0631 \u0623\u0633\u0627\u0633\u064a \u0644\u0642\u0627\u0626\u0645\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0623\u0648 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0631\u0643\u0632 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0644\u0642\u0629: \u062f\u0645\u062c \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0624\u0634\u0631 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CES) \u0645\u0639 \u0645\u0639\u0627\u064a\u064a\u0631 \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 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0645\u0628\u0627\u062f\u0631\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f.<\/li>\n<\/ul>\n
\u0623\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0630\u0643\u064a \u0644\u062d\u0645\u0627\u064a\u0629 \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644 \u0645\u0639 \u062a\u0642\u0644\u064a\u0644 \u0632\u0645\u0646 \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u0648\u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 - \u062a\u0646\u0641\u064a\u0630 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u062a\u064a \u062a\u0638\u0647\u0631 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629\u060c \u0648\u062a\u0641\u0639\u064a\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0641\u0642\u0637 \u0639\u0646\u062f \u0627\u0644\u062d\u0627\u062c\u0629\u060c \u0648\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0633\u064a\u0627\u0642 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a. \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0644\u0641\u0631\u0642 \u0627\u0644\u062a\u064a \u062a\u0631\u063a\u0628 \u0641\u064a \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0627\u0644\u0628 \u0648\u0623\u0645\u062b\u0644\u0629\u060c \u0627\u0633\u062a\u0643\u0634\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0648\u0627\u0631\u062f \u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0623\u0645\u062b\u0644\u0629 \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 \u0644\u0628\u0646\u0627\u0621 \u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u062d\u0627\u0630\u0627\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0645\u0648\u0638\u0641\u064a \u0627\u0644\u062f\u0639\u0645 \u0645\u0639 \u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0623\u0639\u0645\u0627\u0644. \u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0646 Brain Pod AI \u0647\u0648 \u062e\u064a\u0627\u0631 \u0644\u062a\u0648\u0633\u064a\u0639 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0648\u0627\u0644\u062a\u0635\u0646\u064a\u0641 \u0628\u0639\u062f\u0629 \u0644\u063a\u0627\u062a\u060c \u0645\u0645\u0627 \u064a\u062f\u0639\u0645 \u062c\u0645\u0639 CSAT \u0648\u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629.<\/p>\n
![\"\u0639\u064a\u0646\u0629](\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/02\/sample-kpi-for-customer-service-representative-278920.jpg\" "\\"\\"")
<\/p>\n
\u0645\u0627 \u0647\u064a \u0623\u0645\u062b\u0644\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u062e\u0645\u0633\u0629\u061f<\/h2>\n\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT)\u060c \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0623\u0648 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/h3>\n
1) \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u2014 \u0645\u062b\u0627\u0644: \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u064a\u0633\u0623\u0644 \u201c\u0645\u0627 \u0645\u062f\u0649 \u0631\u0636\u0627\u0643 \u0639\u0646 \u062f\u0639\u0645 \u0627\u0644\u064a\u0648\u0645\u061f\u201d \u0627\u0644\u0635\u064a\u063a\u0629: (\u0639\u062f\u062f \u0627\u0644\u0631\u062f\u0648\u062f \u0627\u0644\u0631\u0627\u0636\u064a\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0631\u062f\u0648\u062f \u0641\u064a \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0642\u064a\u0627\u0633 \u0641\u0648\u0631\u064a \u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629 \u0648\u0645\u0624\u0634\u0631 \u0631\u0627\u0626\u062f \u0644\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648\u0623\u062f\u0627\u0621 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0642\u0635\u064a\u0631. \u0627\u0644\u0645\u0639\u064a\u0627\u0631 \u0627\u0644\u0646\u0645\u0648\u0630\u062c\u064a: 75\u201390% \u062d\u0633\u0628 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0648\u0627\u0644\u0642\u0646\u0627\u0629. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0627\u062a \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629\u060c \u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0627\u0637\u0641 \u0648\u0645\u0639\u0631\u0641\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u062a\u0642\u0635\u064a\u0631 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 KPI \u062f\u0648\u0646 \u0627\u0644\u062a\u0636\u062d\u064a\u0629 \u0628\u0627\u0644\u062d\u0644\u060c \u0648\u0627\u0644\u062a\u0635\u0631\u0641 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u062a\u062d\u0644\u064a\u0644 \u062a\u063a\u0630\u064a\u0629 \u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI. \u0644\u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0641\u064a \u062c\u0645\u0639 CSAT\u060c \u0627\u0646\u0638\u0631 \u0625\u0631\u0634\u0627\u062f\u0627\u062a\u0646\u0627 \u0639\u0644\u0649 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648\u0645\u0648\u0627\u0631\u062f \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0645\u062b\u0644 Zendesk (Zendesk<\/a>).<\/p>\n2) \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR) \u2014 \u0645\u062b\u0627\u0644: \u0646\u0633\u0628\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u063a\u0644\u0642\u0629 \u0641\u064a \u0623\u0648\u0644 \u062a\u0641\u0627\u0639\u0644 \u0645\u0639 \u0627\u0644\u0648\u0643\u064a\u0644 \u0639\u0628\u0631 \u0627\u0644\u0635\u0648\u062a \u0623\u0648 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0623\u0648 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a. \u0627\u0644\u0635\u064a\u063a\u0629: (\u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u060c \u064a\u062e\u0641\u0636 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 KPI \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 KPI. \u0627\u0644\u0645\u0639\u064a\u0627\u0631 \u0627\u0644\u0646\u0645\u0648\u0630\u062c\u064a: 70\u201385% \u0644\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0645\u0646\u0638\u0645\u0627\u062a \u0627\u0644\u062f\u0639\u0645 (\u064a\u062e\u062a\u0644\u0641 \u062d\u0633\u0628 \u0627\u0644\u062a\u0639\u0642\u064a\u062f). \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0635\u0646\u064a\u0641 \u0630\u0643\u064a \u0648\u062a\u0648\u062c\u064a\u0647\u060c \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0646\u0642\u0644 \u0627\u0644\u0633\u064a\u0627\u0642 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u061b \u0627\u0644\u062a\u0648\u0627\u0641\u0642 \u0645\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a.<\/p>\n
3) \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u2014 \u0645\u062b\u0627\u0644: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629. \u0627\u0644\u0635\u064a\u063a\u0629: (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629 + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0642\u064a\u0627\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0623\u0633\u0627\u0633\u064a \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0641\u064a \u0627\u0644\u062a\u0648\u0638\u064a\u0641\u060c \u0627\u0644\u062a\u0646\u0628\u0624 \u0648\u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644 KPI\u061b \u0627\u0644\u062a\u0648\u0627\u0632\u0646 \u0628\u064a\u0646 AHT \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062c\u0648\u062f\u0629 \u0644\u062a\u062c\u0646\u0628 \u0627\u0644\u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u0633\u0644\u0628\u064a \u0639\u0644\u0649 CSAT. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u062d\u0648\u064a\u0644\u0627\u062a\u060c \u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0644\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629.<\/p>\n
4) \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u2014 \u0645\u062b\u0627\u0644: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0627\u0644\u0645\u0639\u0646\u0648\u064a (\u062f\u0631\u062f\u0634\u0629\/\u0628\u0631\u064a\u062f \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a) \u0623\u0648 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0625\u062c\u0627\u0628\u0629 (\u0647\u0627\u062a\u0641). \u0627\u0644\u0635\u064a\u063a\u0629: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0628\u064a\u0646 \u0625\u0646\u0634\u0627\u0621 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0648\u0627\u0644\u0631\u062f \u0627\u0644\u062c\u0648\u0647\u0631\u064a \u0627\u0644\u0623\u0648\u0644 \u0644\u0644\u0648\u0643\u064a\u0644. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0634\u0643\u0644 \u062a\u0635\u0648\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a\u061b \u0623\u0633\u0627\u0633\u064a \u0644\u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA \u0644\u0644\u062f\u0639\u0645. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0646\u0645\u0648\u0630\u062c\u064a\u0629: \u062f\u0631\u062f\u0634\u0629 \u062d\u064a\u0629 <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u061b \u0628\u0631\u064a\u062f \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0635\u0627\u0631\u0645\u0629 \u0644\u0640 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062a\u0646\u0641\u064a\u0630 \u062a\u0623\u0643\u064a\u062f\u0627\u062a \u0622\u0644\u064a\u0629\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0632\u0645\u0646 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a. <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u061b \u0628\u0631\u064a\u062f \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0635\u0627\u0631\u0645\u0629 \u0644\u0640 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062a\u0646\u0641\u064a\u0630 \u062a\u0623\u0643\u064a\u062f\u0627\u062a \u0622\u0644\u064a\u0629\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0632\u0645\u0646 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a.<\/p>\n
5) Net Promoter Score (NPS) or Customer Effort Score (CES) \u2014 Example: NPS asks likelihood to recommend; CES asks how much effort the customer exerted. Formulas: NPS = %Promoters \u2212 %Detractors; CES = average effort score (scale-dependent). Why it matters: NPS links to long-term loyalty and revenue growth; CES predicts repeat contact rate and churn driven by friction. How to improve: reduce repeat contacts, simplify self-service flows, improve FCR, and use customer interaction quality score and customer feedback analysis KPI to identify root causes. For practical KPI templates and examples, see our \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> .<\/p>\n\u0645\u0624\u0634\u0631 \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\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/h3>\n
\u0645\u0624\u0634\u0631 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062a\u0637\u0644\u0628 \u062a\u0635\u0639\u064a\u062f \u0625\u0644\u0649 \u062f\u0639\u0645 \u0623\u0639\u0644\u0649 \u0623\u0648 \u0641\u0631\u0642 \u0645\u062a\u062e\u0635\u0635\u0629. \u0627\u0644\u0635\u064a\u063a\u0629: (\u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0635\u0639\u062f\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u064a\u0647\u0645: \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u062a\u0624\u062f\u064a \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u060c \u0648\u062a\u0645\u062f\u064a\u062f \u0648\u0642\u062a \u0627\u0644\u062d\u0644 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0648\u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0648\u062c\u0648\u062f \u0641\u062c\u0648\u0627\u062a \u0641\u064a \u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0623\u0648 \u062a\u063a\u0637\u064a\u0629 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629. \u0643\u064a\u0641\u064a\u0629 \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u0627\u062a: \u062a\u062d\u0633\u064a\u0646 \u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u062a\u0648\u0641\u064a\u0631 \u0623\u0634\u062c\u0627\u0631 \u0627\u0644\u0642\u0631\u0627\u0631 \u0648\u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u062a\u0639\u0632\u064a\u0632 \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u0622\u0644\u064a \u0644\u0625\u0628\u0631\u0627\u0632 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644.<\/p>\n
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\u062f\u0644\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a: \u062f\u0645\u062c \u062a\u0642\u064a\u064a\u0645 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0645\u0639 \u0627\u0644\u0646\u0635\u0648\u0635 \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0648\u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062a\u062d\u062f\u064a\u062f \u0641\u0631\u0635 \u0627\u0644\u062a\u062f\u0631\u064a\u0628\u061b \u0631\u0628\u0637 \u062a\u0644\u0643 \u0628\u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062f\u0639\u0645. \u0623\u0648\u0635\u064a \u0628\u0627\u0644\u0631\u062c\u0648\u0639 \u0625\u0644\u0649 \u0645\u0648\u0627\u0631\u062f \u0639\u0645\u0644\u064a\u0629 \u0645\u062b\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648 \u0627\u0644 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u062f\u0644\u064a\u0644\u0646\u0627 \u0644\u0628\u0646\u0627\u0621 \u062d\u0644\u0642\u0629 \u062a\u0643\u0631\u0627\u0631\u064a\u0629 \u0644\u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 + \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u0633\u0646 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062f\u0641\u0639 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0644\u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0645\u0643\u0646 \u062a\u0642\u064a\u064a\u0645 \u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0646 Brain Pod AI \u0643\u062e\u064a\u0627\u0631 \u0637\u0631\u0641 \u062b\u0627\u0644\u062b \u0644\u062a\u0648\u0633\u064a\u0639 \u0646\u0637\u0627\u0642 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0648\u062c\u0645\u0639 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0639\u0628\u0631 \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0639 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062c\u0648\u062f\u0629 \u0627\u0644\u0631\u0624\u0649.<\/p>\n![\"\u0639\u064a\u0646\u0629](\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/02\/sample-kpi-for-customer-service-representative-408284.jpg\" "\\"\\"")
<\/p>\n
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I measure Customer Outcomes with customer satisfaction (CSAT) KPI, net promoter score (NPS) for customer service and customer effort score (CES). CSAT formula: (Satisfied responses \u00f7 Total responses) \u00d7 100. NPS = %Promoters \u2212 %Detractors. These outcome-focused key performance indicators for customer service reps show the business impact of support: retention, referrals and lifetime value. To improve these KPIs I focus on increasing first contact resolution KPI, lowering repeat contact rate, shortening average response time metric and closing feedback loops via customer feedback analysis KPI. Track trends against customer service KPI benchmarks and use customer service dashboard metrics to correlate CSAT and NPS with operational signals like tickets resolved per agent and time to resolution metric. For benchmarking and best practices, see resources from Zendesk<\/a> \u0648\u0623\u0628\u062d\u0627\u062b \u062d\u0648\u0644 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u062a\u064a \u062a\u0631\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0647\u0627\u0631\u0641\u0627\u0631\u062f \u0628\u064a\u0632\u0646\u0633 \u0631\u064a\u0641\u064a\u0648<\/a>.<\/p>\n\u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629\u060c \u0623\u062f\u0627\u0621 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0627\u0644\u0623\u062b\u0631 \u0627\u0644\u0645\u0627\u0644\u064a<\/h3>\n
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\u0627\u0644\u0623\u062b\u0631 \u0627\u0644\u0645\u0627\u0644\u064a \u2014 \u0623\u0631\u0628\u0637 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0646\u062a\u064a\u062c\u0629: \u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644\u060c \u0648\u0645\u0624\u0634\u0631\u0627\u062a \u062e\u0641\u0636 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0627\u0633\u062a\u062e\u062f\u0645 \u0646\u0645\u0648\u0630\u062c \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 \u0644\u062a\u0648\u062d\u064a\u062f \u0627\u0644\u0642\u064a\u0627\u0633 \u0648\u0625\u062c\u0631\u0627\u0621 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0633\u064a\u0646\u0627\u0631\u064a\u0648 (\u0645\u062b\u0644: \u0643\u064a\u0641 \u0623\u0646 \u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0641\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0648\u064a\u0631\u0641\u0639 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638). \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0623\u0645\u062b\u0644\u0629 \u0639\u0645\u0644\u064a\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0648\u0642\u0648\u0627\u0644\u0628 \u062a\u0631\u0628\u0637 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0628\u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629\u060c \u0627\u0633\u062a\u0634\u0631 \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\u062f\u0644\u064a\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0646\u0645\u0648\u0630\u062c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>. \u0623\u0631\u0627\u062c\u0639 \u0623\u064a\u0636\u064b\u0627 \u0645\u0648\u0627\u062f HubSpot \u0648Zendesk \u0644\u0644\u062a\u062d\u0642\u0642 \u0645\u0646 \u0623\u0647\u062f\u0627\u0641 \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 (\u0647\u0628 \u0633\u0628\u0648\u062a<\/a>, Zendesk<\/a>).<\/p>\n\u0645\u0627 \u0647\u064a \u0627\u0644\u0623\u0631\u0628\u0639\u0629 P \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u061f<\/h2>\n\u0627\u0644\u0633\u0631\u0639\u0629\u060c \u0627\u0644\u0644\u0637\u0641\u060c \u0627\u0644\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629 \u0648\u0627\u0644\u062a\u062e\u0635\u064a\u0635<\/h3>\n
\u0627\u0644\u0633\u0631\u0639\u0629 \u2014 \u0623\u062a\u0627\u0628\u0639 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 KPI \u0648\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0644\u0636\u0645\u0627\u0646 \u0627\u0644\u062d\u0644\u0648\u0644 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0645\u0646\u0627\u0633\u0628\u061b \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 KPI \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0628\u064a\u0646\u0645\u0627 \u064a\u062d\u0633\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI. \u0623\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0625\u0634\u0639\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u0644\u0642\u0627\u0626\u064a\u0629 \u0648\u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0644\u062a\u0633\u0631\u064a\u0639 \u0632\u0645\u0646 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 KPI \u0648\u062d\u0645\u0627\u064a\u0629 FCR.<\/p>\n
\u0627\u0644\u0623\u062f\u0628 \u2014 \u0623\u0642\u064a\u0633 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0624\u0634\u0631 \u062c\u0648\u062f\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 KPI \u0644\u0636\u0645\u0627\u0646 \u0633\u0644\u0648\u0643 \u0648\u0643\u064a\u0644 \u0645\u0647\u0630\u0628 \u0648\u062a\u0639\u0627\u0637\u0641\u064a\u061b \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0647\u0646\u0627 \u062a\u0631\u0641\u0639 CSAT \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631. \u0623\u0631\u0628\u0637 \u0645\u0639\u0627\u064a\u064a\u0631 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0628\u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 KPI \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u062d\u064a\u062b \u064a\u0643\u0648\u0646 \u0627\u0644\u0623\u062f\u0628 \u0642\u0627\u0628\u0644\u064b\u0627 \u0644\u0644\u0642\u064a\u0627\u0633 \u062e\u0644\u0627\u0644 \u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 KPIs \u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645.<\/p>\n
\u0627\u0644\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629 \u2014 \u0623\u0631\u0643\u0632 \u0639\u0644\u0649 KPI \u0644\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c KPI \u0644\u0632\u0645\u0646 \u0627\u0644\u062d\u0644 \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0643\u0639\u0644\u0627\u0645\u0627\u062a \u0639\u0644\u0649 \u0627\u0644\u0643\u0641\u0627\u0621\u0629\u061b \u062f\u0645\u062c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0645\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0632\u0645\u0646 \u0627\u0644\u062d\u0644 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a KPI \u0644\u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0644\u0643\u0644 \u062a\u0648\u0627\u0635\u0644. \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0645\u0633\u062a\u0645\u0631 (KPI \u0644\u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628) \u0648\u062f\u0645\u062c \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u063a\u064a\u0631 \u0627\u0644\u0636\u0631\u0648\u0631\u064a \u0648\u064a\u062d\u0633\u0646 \u0643\u0641\u0627\u0621\u0629 \u062f\u0639\u0645 KPIs.<\/p>\n
\u0627\u0644\u062a\u062e\u0635\u064a\u0635 \u2014 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u062a\u0642\u0644\u064a\u0644 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CES) \u0648\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0639\u0631\u0636 \u0633\u064a\u0627\u0642 \u0625\u062f\u0627\u0631\u0629 \u0639\u0644\u0627\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CRM) \u0648\u062a\u0627\u0631\u064a\u062e \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629 (\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\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629). \u064a\u0632\u064a\u062f \u0627\u0644\u062a\u062e\u0635\u064a\u0635 \u0645\u0646 \u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (NPS) \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u061b \u0623\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0627\u0633\u062a\u0647\u062f\u0627\u0641 \u0627\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u0645\u062e\u0635\u0635\u0629 \u0648\u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u062d\u0633\u0628 \u0627\u0644\u0641\u0626\u0629.<\/p>\n
\u0627\u0644\u0623\u0634\u062e\u0627\u0635\u060c \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a\u060c \u0627\u0644\u0645\u0646\u0635\u0627\u062a \u0648\u0627\u0644\u0623\u062f\u0627\u0621<\/h3>\n
\u0627\u0644\u0623\u0634\u062e\u0627\u0635 \u2014 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u0645\u0648\u0627\u0621\u0645\u0629 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0627\u0644\u0623\u0634\u062e\u0627\u0635 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u062a\u062a\u0628\u0639 \u0645\u0624\u0634\u0631\u0627\u062a \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0645\u0639\u062f\u0644 \u062f\u0648\u0631\u0627\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u062a\u0642\u064a\u064a\u0645 \u062c\u0648\u062f\u0629 \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0644\u062a\u062d\u0633\u064a\u0646 \u0645\u0624\u0634\u0631 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u0645\u0639\u062f\u0644 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u062c\u0628 \u0623\u0646 \u062a\u062a\u0636\u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0645\u0648\u0638\u0641\u064a \u0627\u0644\u062f\u0639\u0645 \u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0648\u0645\u0624\u0634\u0631 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0625\u0646\u062a\u0627\u062c\u064a\u0629.<\/p>\n
\u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u2014 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u0631\u0633\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0625\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u062a\u062d\u0643\u0645 \u0641\u064a \u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u062d\u0644 \u0648\u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629. \u062a\u0642\u0644\u0644 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u0645\u0648\u062d\u062f\u0629 \u0648\u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0624\u0634\u0631 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0628\u064a\u0646\u0645\u0627 \u062a\u062d\u0633\u0646 \u0645\u0646 \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a.<\/p>\n
\u0627\u0644\u0645\u0646\u0635\u0627\u062a \u2014 \u0623\u0633\u062a\u062e\u062f\u0645 \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\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629\u060c \u0648\u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0648\u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0644\u0642\u064a\u0627\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0645\u0646\u0635\u0629\u061b \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0648\u064a\u0639\u0632\u0632 \u0645\u0624\u0634\u0631\u0627\u062a \u062e\u0641\u0636 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645. \u064a\u062a\u064a\u062d \u062f\u0645\u062c \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u062a\u062d\u0642\u064a\u0642 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0623\u0648\u0644 \u062b\u0627\u0628\u062a \u0648\u0627\u0645\u062a\u062b\u0627\u0644 \u0623\u0641\u0636\u0644 \u0644\u0645\u0633\u062a\u0648\u064a\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0646\u0638\u0631 \u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0644\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 \u0648\u0625\u0631\u0634\u0627\u062f\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u0644\u064a\u0629).<\/p>\n
\u0627\u0644\u0623\u062f\u0627\u0621 \u2014 \u0623\u062f\u0645\u062c \u0623\u0645\u062b\u0644\u0629 \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 \u0641\u064a \u0644\u0648\u062d\u0629 \u062a\u062d\u0643\u0645: \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u0648\u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0648\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629. \u0642\u0627\u0631\u0646 \u0645\u0639 \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 \u0648\u0643\u0631\u0631 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0646\u0645\u0648\u0630\u062c \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 \u0628\u062d\u064a\u062b \u062a\u062f\u0641\u0639 \u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0641\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n
![\"\u0639\u064a\u0646\u0629](\"https:\/\/messengerbot.app\/wp-content\/uploads\/2026\/02\/sample-kpi-for-customer-service-representative-357084.jpg\" "\\"\\"")
<\/p>\n
\u0643\u064a\u0641 \u062a\u062d\u062f\u062f \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\u061f<\/h2>\n\u0646\u0645\u0648\u0630\u062c \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\u060c \u0648\u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0623\u0645\u062b\u0644\u0629 \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<\/h3>\n
1) \u062a\u0648\u0636\u064a\u062d \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0648\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u2014 \u0623\u0628\u062f\u0623 \u0628\u062a\u0639\u0631\u064a\u0641 \u0645\u0627 \u064a\u0628\u062f\u0648 \u0639\u0644\u064a\u0647 \u0627\u0644\u0646\u062c\u0627\u062d: \u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI\u060c \u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 KPI\u060c \u062a\u0633\u0631\u064a\u0639 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \u0648 KPI \u062a\u0643\u0644\u0641\u0629 \u0623\u0642\u0644 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644. \u0623\u0636\u0639 \u062a\u0644\u0643 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0639\u0644\u0649 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u062b\u0644 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)\u060c KPI \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 \/ \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0648 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648 KPI \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631. \u0627\u0633\u062a\u062e\u062f\u0645 \u0645\u0639\u0627\u064a\u064a\u0631 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062e\u0627\u0631\u062c\u064a\u0629 \u0644\u0644\u062a\u062d\u0642\u0642 \u0645\u0646 \u0627\u0644\u0623\u0647\u062f\u0627\u0641.<\/p>\n
2) \u0627\u062e\u062a\u064a\u0627\u0631 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (\u0627\u0644\u062c\u0648\u062f\u0629 + \u0627\u0644\u0643\u0641\u0627\u0621\u0629 + \u0627\u0644\u0646\u062a\u0627\u0626\u062c) \u2014 \u0623\u0642\u062a\u0635\u0631 \u0627\u0644\u0641\u0631\u0642 \u0639\u0644\u0649 6-10 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u0629: \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 (KPI \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u064a\u0644)\u060c \u0627\u0644\u062a\u062c\u0631\u064a\u0628\u064a\u0629 (CSAT\u060c NPS\/CES) \u0648\u0627\u0644\u0623\u0639\u0645\u0627\u0644 (KPI \u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621). \u0647\u0630\u0627 \u064a\u062a\u062c\u0646\u0628 \u062a\u062d\u0645\u064a\u0644 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0632\u0627\u0626\u062f \u0648\u064a\u062d\u0627\u0641\u0638 \u0639\u0644\u0649 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n
3) \u062a\u062d\u062f\u064a\u062f \u0635\u064a\u063a \u062f\u0642\u064a\u0642\u0629 \u0648\u0642\u0648\u0627\u0639\u062f \u0642\u064a\u0627\u0633 - \u0623\u0642\u0648\u0645 \u0628\u062a\u0648\u062b\u064a\u0642 \u0635\u064a\u063a \u063a\u064a\u0631 \u063a\u0627\u0645\u0636\u0629 \u0641\u064a \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062d\u062a\u0649 \u064a\u0642\u064a\u0633 \u0627\u0644\u062c\u0645\u064a\u0639 \u0646\u0641\u0633 \u0627\u0644\u0634\u064a\u0621. \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0627\u0644\u062a\u064a \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627: \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062d\u0644 = \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0648\u0642\u062a \u0644\u062d\u0644 \u062c\u0645\u064a\u0639 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629\u061b \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 = (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u062a\u0633\u062c\u064a\u0644 \u0627\u0644\u062f\u062e\u0648\u0644) \u00d7 100\u061b \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 = \u0645\u062c\u0645\u0648\u0639 (\u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644) \u00f7 \u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u061b AHT = (\u0627\u0644\u062d\u062f\u064a\u062b + \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629\u061b CSAT = (\u0627\u0644\u0631\u062f\u0648\u062f \u0627\u0644\u0645\u0631\u0636\u064a\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0631\u062f\u0648\u062f) \u00d7 100\u061b FCR = (\u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0641\u064a \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100\u061b \u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644 KPI = \u0625\u062c\u0645\u0627\u0644\u064a \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629.<\/p>\n
4) \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0642\u0639\u064a\u0629 - \u0623\u0642\u0648\u0645 \u0628\u062a\u062d\u062f\u064a\u062f \u0623\u062f\u0627\u0621 \u0627\u0644\u0623\u0633\u0627\u0633 \u0645\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062a\u0627\u0631\u064a\u062e\u064a\u0629\u060c \u062b\u0645 \u0623\u0636\u064a\u0641 \u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0648\u062a\u0639\u0642\u064a\u062f \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0647\u0627\u062a\u0641) \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0645\u0633\u062a\u0648\u064a\u0627\u062a: \u0637\u0645\u0648\u062d\u0629\u060c \u0645\u062a\u0648\u0642\u0639\u0629\u060c \u0648\u0627\u0644\u062d\u062f \u0627\u0644\u0623\u062f\u0646\u0649 \u0627\u0644\u0645\u0642\u0628\u0648\u0644. \u0644\u0644\u0645\u0631\u0627\u062c\u0639\u0629\u060c \u0631\u0627\u062c\u0639 \u0623\u0645\u062b\u0644\u0629 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629 \u0645\u062b\u0644 Zendesk \u0648 HubSpot.<\/p>\n
5) \u0628\u0646\u0627\u0621 \u0646\u0645\u0627\u0630\u062c\u060c SLAs \u0648\u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a - \u0623\u0642\u0648\u0645 \u0628\u0625\u0646\u0634\u0627\u0621 \u0646\u0645\u0648\u0630\u062c KPI \u062d\u064a \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u0633\u062c\u0644 \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0645\u0635\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0627\u0644\u0645\u0627\u0644\u0643 \u0648\u0627\u0644\u062a\u0643\u0631\u0627\u0631. \u0623\u062d\u062f\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629\u060c \u062b\u0645 \u0623\u0638\u0647\u0631 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0639\u0644\u0649 \u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u064a\u0648\u0645\u064a\u0629 \u0648\u0627\u0644\u0623\u0633\u0628\u0648\u0639\u064a\u0629.<\/p>\n
6) \u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u0645\u0644\u0643\u064a\u0629\u060c \u0627\u0644\u062d\u0648\u0643\u0645\u0629 \u0648\u0627\u0644\u0625\u064a\u0642\u0627\u0639 \u2014 \u0623\u0639\u064a\u0651\u0646 \u0645\u0627\u0644\u0643\u064b\u0627 \u0644\u0643\u0644 KPI\u060c \u0648\u0623\u0642\u0648\u0645 \u0628\u0625\u062c\u0631\u0627\u0621 \u0641\u062d\u0648\u0635\u0627\u062a \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u064a\u0648\u0645\u064a\u0629\u060c \u0648\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0644\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0623\u0633\u0628\u0648\u0639\u064a\u064b\u0627\u060c \u0648\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0644\u0644\u0623\u0639\u0645\u0627\u0644 \u0634\u0647\u0631\u064a\u0629 \u062a\u0631\u0628\u0637 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0628\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u062a\u0643\u0644\u0641\u0629. \u062a\u063a\u0630\u064a \u0623\u0647\u062f\u0627\u0641 KPI \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPIs \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0637\u0627\u0642\u0645 \u0627\u0644\u062f\u0639\u0645.<\/p>\n
7) \u062a\u0641\u0639\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a\u060c \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647\u060c \u0648\u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u2014 \u0623\u062f\u0645\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0648\u0643\u062a\u0628 \u062a\u0635\u0639\u064a\u062f \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0641\u064a \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644. \u0623\u0633\u062a\u062e\u062f\u0645 KPI \u0644\u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0644\u0631\u0628\u0637 \u0627\u0644\u0633\u0644\u0648\u0643 \u0628\u0627\u0644\u0646\u062a\u0627\u0626\u062c\u060c \u0648\u0623\u0631\u0628\u0637 KPI \u0625\u062a\u0645\u0627\u0645 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0628\u062e\u0637\u0637 \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u060c \u0648\u0623\u0637\u0628\u0642 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u062d\u0645\u0627\u064a\u0629 KPIs (\u062a\u0635\u0641\u064a\u0629 \u062a\u0644\u0642\u0627\u0626\u064a\u0629\u060c \u0627\u0639\u062a\u0631\u0627\u0641\u0627\u062a SLA\u060c \u062a\u0633\u0644\u064a\u0645 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a).<\/p>\n
8) \u0645\u0631\u0627\u0642\u0628\u0629\u060c \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 \u0648\u0627\u0644\u062a\u0643\u0631\u0627\u0631 \u2014 \u0623\u0631\u062a\u0628\u0637 KPIs (\u0645\u062b\u0644 AHT \u0645\u0642\u0627\u0628\u0644 FCR \u0645\u0642\u0627\u0628\u0644 CSAT)\u060c \u0648\u0623\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI \u0648\u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \u0644\u062a\u0634\u062e\u064a\u0635 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a\u060c \u0648\u0623\u062c\u0631\u064a \u062a\u062c\u0627\u0631\u0628 A\/B (\u062a\u063a\u064a\u064a\u0631\u0627\u062a \u0627\u0644\u0646\u0635\u060c \u062a\u062d\u062f\u064a\u062b\u0627\u062a \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0635\u0641\u064a\u0629 \u0645\u062f\u0639\u0648\u0645\u0629 \u0628\u0627\u0644\u0631\u0648\u0628\u0648\u062a) \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u0623\u062b\u064a\u0631 \u0639\u0644\u0649 CSAT \u0648FCR \u0648AHT \u0648KPI \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644.<\/p>\n
9) \u062a\u0648\u0633\u064a\u0639 \u0627\u0644\u062d\u0648\u0643\u0645\u0629 \u0648\u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631 \u2014 \u0623\u062d\u062a\u0641\u0638 \u0628\u062f\u0644\u064a\u0644 KPI \u062d\u064a\u060c \u0648\u0623\u0631\u0627\u062c\u0639 \u0623\u0645\u062b\u0644\u0629 KPIs \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0634\u0643\u0644 \u062f\u0648\u0631\u064a\u060c \u0648\u0623\u0642\u0648\u0645 \u0628\u062a\u062d\u062f\u064a\u062b \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0645\u0639 \u062a\u0637\u0648\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u060c \u0648\u0627\u0644\u062d\u062c\u0645\u060c \u0648\u062a\u0639\u0642\u064a\u062f \u0627\u0644\u0645\u0646\u062a\u062c.<\/p>\n
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\u0641\u0631\u0636 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u2014 \u0623\u062a\u0627\u0628\u0639 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0639\u0646\u062f\u0645\u0627 \u062a\u0631\u062a\u0641\u0639 \u0627\u0644\u062e\u0631\u0648\u0642\u0627\u062a\u060c \u0623\u0631\u062a\u0628\u0637 \u0628\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0631\u0627\u0643\u0645\u0629 \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 \u0644\u0644\u0639\u062b\u0648\u0631 \u0639\u0644\u0649 \u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0633\u0639\u0629 \u0623\u0648 \u0627\u0644\u0639\u0645\u0644\u064a\u0629. \u0643\u0645\u0627 \u0623\u0646\u0646\u064a \u0623\u0631\u0628\u0637 \u0627\u0644\u062e\u0631\u0648\u0642\u0627\u062a \u0628\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631 \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0644\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0641\u0642\u062f\u0627\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644.<\/p>\n
\u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0648\u0627\u0644\u062a\u0646\u0628\u064a\u0647\u0627\u062a \u2014 \u0623\u0635\u0645\u0645 \u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062a\u062c\u0645\u0639 \u0628\u064a\u0646 \u0627\u0644\u0625\u0634\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u062c\u0631\u064a\u0628\u064a\u0629 \u0648\u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629: \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c KPI \u0648\u0642\u062a \u0627\u0644\u062d\u0644\u060c KPI \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0642 SLA. \u0623\u0636\u0628\u0637 \u0627\u0644\u062a\u0646\u0628\u064a\u0647\u0627\u062a \u0644\u062e\u0631\u0642 SLA \u0648\u0632\u064a\u0627\u062f\u0629 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 KPI \u062d\u062a\u0649 \u0623\u062a\u0645\u0643\u0646 \u0645\u0646 \u0627\u0644\u062a\u062f\u062e\u0644 (\u062a\u0648\u0638\u064a\u0641\u060c \u0625\u0639\u0627\u062f\u0629 \u062a\u0648\u062c\u064a\u0647\u060c \u062a\u0635\u0639\u064a\u062f \u062a\u062d\u062f\u064a\u062b\u0627\u062a \u0627\u0644\u0645\u0639\u0631\u0641\u0629).<\/p>\n
\u0627\u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u0645\u0631\u0629 \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u2014 \u0623\u062c\u062f\u0648\u0644 \u0641\u062d\u0648\u0635\u0627\u062a KPI \u064a\u0648\u0645\u064a\u0629\u060c \u062c\u0644\u0633\u0627\u062a \u062a\u062f\u0631\u064a\u0628 \u0623\u0633\u0628\u0648\u0639\u064a\u0629 \u0645\u0631\u062a\u0628\u0637\u0629 \u0628\u0640 KPI \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0634\u0647\u0631\u064a\u0629 \u062d\u064a\u062b \u064a\u062a\u0645 \u0625\u0639\u0627\u062f\u0629 \u0636\u0628\u0637 \u0623\u0647\u062f\u0627\u0641 KPI \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0643\u062a\u0628 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0627\u0644\u0622\u0644\u064a\u060c \u0623\u0633\u062a\u062e\u062f\u0645 \u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0644\u0625\u0631\u0633\u0627\u0644 \u062a\u0623\u0643\u064a\u062f\u0627\u062a SLA\u060c \u0648\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0630\u0627\u062a \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u0627\u0644\u0645\u062a\u062e\u0635\u0635\u064a\u0646\u060c \u0648\u062a\u0642\u062f\u064a\u0645 \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0645\u062a\u0627\u0628\u0639\u0629 CSAT\/NPS \u2014 \u0647\u0630\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u064a\u0629 \/ \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u064a\u062d\u0633\u0646 KPIs \u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u062d\u0648\u0644 \u062a\u0635\u0645\u064a\u0645 SLA \u0648\u0627\u0644\u0623\u062a\u0645\u062a\u0629\u060c \u0627\u0633\u062a\u0634\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u0644\u064a\u0629<\/a> .<\/p>\n\u0645\u062c\u0645\u0648\u0639\u0629 \u0623\u062f\u0648\u0627\u062a KPI \u0627\u0644\u0645\u062a\u0642\u062f\u0645\u0629\u060c \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631\u060c \u0648\u062e\u0635\u0648\u0635\u064a\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644<\/h2>\n\u0642\u0627\u0626\u0645\u0629 KPI \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c KPIs \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a<\/h3>\n
\u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c \u0623\u0631\u0643\u0632 \u0639\u0644\u0649 \u0642\u0627\u0626\u0645\u0629 \u0642\u0635\u064a\u0631\u0629 \u0645\u0646 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0630\u0627\u062a \u0627\u0644\u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u0639\u0627\u0644\u064a \u0627\u0644\u062a\u064a \u062a\u062a\u0648\u0627\u0641\u0642 \u0645\u0628\u0627\u0634\u0631\u0629 \u0645\u0639 \u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0623\u0639\u0645\u0627\u0644: \u0645\u0624\u0634\u0631 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0624\u0634\u0631 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0645\u0624\u0634\u0631 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (\u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0644\u0647\u0627\u062a\u0641)\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a\u060c \u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629\u060c \u0648\u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644. \u062a\u0639\u0637\u064a \u0639\u0646\u0627\u0635\u0631 \u0642\u0627\u0626\u0645\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0647\u0630\u0647 \u0631\u0624\u064a\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629 \u0644\u0644\u0643\u0641\u0627\u0621\u0629\u060c \u0648\u0627\u0644\u062a\u062c\u0631\u0628\u0629\u060c \u0648\u0627\u0644\u062a\u0643\u0644\u0641\u0629.<\/p>\n
\n- \u062a\u0639\u0631\u064a\u0641 \u0648\u0627\u0636\u062d \u0648\u0635\u064a\u063a:<\/strong> \u062d\u062f\u062f \u0643\u0644 KPI \u0628\u062f\u0642\u0629 \u062d\u062a\u0649 \u062a\u0643\u0648\u0646 \u062a\u0642\u0627\u0631\u064a\u0631\u0643 \u0645\u062a\u0633\u0642\u0629\u2014AHT = (\u0627\u0644\u062d\u062f\u064a\u062b + \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629\u061b \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a = \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0645\u062a\u062e\u0644\u0649 \u0639\u0646\u0647\u0627 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0648\u0627\u0631\u062f\u0629\u061b \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 = \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u062a\u0633\u062c\u064a\u0644 \u0627\u0644\u062f\u062e\u0648\u0644.<\/li>\n
- \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0645\u0631\u062a\u0643\u0632\u0629 \u0639\u0644\u0649 SLA:<\/strong> \u062d\u062f\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 (\u0645\u062b\u0627\u0644: 80% \u0645\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u0631\u062f \u0639\u0644\u064a\u0647\u0627 \u062e\u0644\u0627\u0644 20\u201330 \u062b\u0627\u0646\u064a\u0629) \u0648\u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a SLA \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a \u0644\u0645\u0646\u0639 \u0627\u0644\u062a\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u0627\u0644\u0625\u0634\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0644\u0644\u0645\u0631\u0627\u0642\u0628\u0629:<\/strong> \u0642\u0645 \u0628\u0631\u0628\u0637 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0645\u0639 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u062c\u062f\u0648\u0644 KPI \u0648\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u2014\u062a\u0634\u064a\u0631 \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 \u0627\u0646\u0632\u0644\u0627\u0642 \u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0625\u0644\u0649 \u062a\u0648\u0642\u0639 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062a\u062e\u0644\u064a \u0648\u0632\u064a\u0627\u062f\u0629 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 KPI.<\/li>\n
- \u062a overlay \u0627\u0644\u062c\u0648\u062f\u0629:<\/strong> \u0644\u0627 \u062a\u0642\u0645 \u0628\u062a\u062d\u0633\u064a\u0646 AHT \u0639\u0644\u0649 \u062d\u0633\u0627\u0628 CSAT \u0623\u0648 FCR. \u0627\u062c\u0645\u0639 \u0628\u064a\u0646 \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 KPI \u0648\u062f\u0631\u062c\u0629 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 AHT \u0648FCR \u0644\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0639 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n<\/ul>\n
\u0627\u0644\u0645\u0639\u0627\u064a\u0631\u0629: \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062e\u0637\u0648\u0637 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0627\u0644\u062a\u0627\u0631\u064a\u062e\u064a\u0629\u060c \u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0644\u0635\u0648\u062a \u0627\u0644\u0648\u0627\u0631\u062f \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a) \u0648\u0645\u0639\u0627\u064a\u064a\u0631 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0642\u0639\u064a\u0629. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0623\u0645\u062b\u0644\u0629 \u0639\u0645\u0644\u064a\u0629 \u0644\u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0648\u062a\u0642\u0646\u064a\u0627\u062a \u0627\u0644\u0641\u0631\u0632 \u0627\u0644\u0622\u0644\u064a\u060c \u0623\u0634\u064a\u0631 \u0627\u0644\u0641\u0631\u0642 \u0625\u0644\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u0644\u064a\u0629<\/a> \u062f\u0644\u064a\u0644 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0648 \u0646\u0638\u0631\u0629 \u0639\u0627\u0645\u0629 \u0639\u0644\u0649 \u062f\u0639\u0645 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a<\/a>, \u0627\u0644\u062a\u064a \u062a\u0634\u0631\u062d \u0643\u064a\u0641 \u062a\u0642\u0644\u0644 \u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0648\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0645\u0646 \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a.<\/p>\n\u0642\u0627\u0626\u0645\u0629 \u0627\u0644\u062a\u062d\u0642\u0642 \u0645\u0646 \u0627\u0644\u062a\u0646\u0641\u064a\u0630 \u0627\u0644\u062a\u064a \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627:<\/p>\n
\n- \u062a\u0648\u062b\u064a\u0642 \u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0641\u064a \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 \u0648\u062a\u0639\u064a\u064a\u0646 \u0645\u0627\u0644\u0643 \u0644\u0643\u0644 \u0645\u0642\u064a\u0627\u0633.<\/li>\n
- \u0646\u0634\u0631 \u0623\u0647\u062f\u0627\u0641 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0631\u062f\u0648\u062f \u0648\u062f\u0645\u062c\u0647\u0627 \u0641\u064a \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0648\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0642\u0648\u0649 \u0627\u0644\u0639\u0627\u0645\u0644\u0629.<\/li>\n
- \u0639\u0631\u0636 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u062a\u0646\u0628\u064a\u0647\u0627\u062a \u062a\u0644\u0642\u0627\u0626\u064a\u0629.<\/li>\n
- \u0625\u062c\u0631\u0627\u0621 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u062c\u0630\u0631 \u0627\u0644\u0623\u0633\u0628\u0648\u0639\u064a \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644\u060c \u0648\u0645\u0642\u064a\u0627\u0633 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629 \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0644\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a.<\/li>\n<\/ol>\n
\u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0645\u062c\u0645\u0648\u0639\u0627\u062a \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0639\u0645\u0644\u064a\u0629 \u062a\u0639\u0645\u0644 \u0644\u0644\u0641\u0631\u0642 \u0628\u062c\u0645\u064a\u0639 \u0627\u0644\u0623\u062d\u062c\u0627\u0645\u060c \u0631\u0627\u062c\u0639 \u0645\u0648\u0627\u0631\u062f\u0646\u0627 \u0646\u0645\u0648\u0630\u062c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648 \u0627\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0648\u0623\u0647\u062f\u0627\u0641 \u062c\u0627\u0647\u0632\u0629. \u0644\u0644\u062a\u062d\u0642\u0642 \u0627\u0644\u062e\u0627\u0631\u062c\u064a\u060c \u0627\u0633\u062a\u0634\u0631 Zendesk \u0648HubSpot \u0644\u062f\u0631\u0627\u0633\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 (Zendesk<\/a>, \u0647\u0628 \u0633\u0628\u0648\u062a<\/a>).<\/p>\n\u0645\u0644\u0641 PDF \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0642\u0627\u0644\u0628 Excel \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/h3>\n
\u0644\u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0644\u0649 \u0639\u0645\u0644\u064a\u0627\u062a\u060c \u0623\u0642\u0648\u0645 \u0628\u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0625\u0644\u0649 \u0645\u062e\u0631\u062c\u0627\u062a: \u0642\u0627\u0644\u0628 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u062f\u0641\u062a\u0631 \u062a\u062a\u0628\u0639 Excel \u0648\u0645\u0644\u0641 PDF \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0641\u064a \u0635\u0641\u062d\u0629 \u0648\u0627\u062d\u062f\u0629 \u064a\u0644\u062e\u0635 \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0648\u0627\u0644\u0645\u0627\u0644\u0643\u064a\u0646 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641. \u062a\u0623\u062a\u064a \u0623\u0633\u0647\u0644 \u0627\u0644\u0645\u0643\u0627\u0633\u0628 \u0645\u0646 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 - \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) - \u0645\u0642\u062a\u0631\u0646\u064b\u0627 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644.<\/p>\n
\u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0648\u0627\u0644\u0645\u062e\u0631\u062c\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u062a\u064a \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627:<\/p>\n
\n- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621:<\/strong> \u064a\u062a\u0636\u0645\u0646 \u0627\u0633\u0645 \u0627\u0644\u0645\u0642\u064a\u0627\u0633\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0645\u0635\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0627\u0644\u0645\u0627\u0644\u0643\u060c \u0627\u0644\u0647\u062f\u0641\u060c \u0648\u062a\u064a\u0631\u0629 \u0627\u0644\u062a\u0642\u0631\u064a\u0631 \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0644\u0644\u062a\u0635\u0639\u064a\u062f. \u0623\u062c\u0639\u0644 \u0647\u0630\u0627 \u0648\u062b\u064a\u0642\u0629 \u062d\u064a\u0629 \u0648\u0623\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062f\u064a\u0646\u0627.<\/li>\n
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0635\u064a\u063a\u0629 Excel:<\/strong> \u0648\u0631\u0642\u0629 \u0628\u064a\u0627\u0646\u0627\u062a \u062e\u0627\u0645 \u064a\u0648\u0645\u064a\u0629\u060c \u062a\u062c\u0645\u064a\u0639 \u0623\u0633\u0628\u0648\u0639\u064a\u060c \u0645\u062e\u0637\u0637\u0627\u062a \u0627\u062a\u062c\u0627\u0647 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT)\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648\u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629\u060c \u0648\u062c\u062f\u0627\u0648\u0644 \u0645\u062d\u0648\u0631\u064a\u0629 \u0644\u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u062d\u0633\u0628 \u0627\u0644\u0648\u0643\u064a\u0644\u060c \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u0627\u0644\u0642\u0646\u0627\u0629.<\/li>\n
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0635\u064a\u063a\u0629 PDF:<\/strong> \u0645\u0644\u062e\u0635 \u062a\u0646\u0641\u064a\u0630\u064a \u0628\u0623\u0647\u0645 8 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 (CSAT\u060c NPS\u060c FCR\u060c AHT\u060c \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629\u060c \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 KPI) \u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0627\u0644\u0634\u0647\u0631\u064a\u0629.<\/li>\n<\/ul>\n
\u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0647\u0648 \u0627\u0644\u0623\u0643\u062b\u0631 \u0642\u0627\u0628\u0644\u064a\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u0643\u0625\u0634\u0627\u0631\u0629 \u0642\u0635\u064a\u0631\u0629 \u0627\u0644\u0645\u062f\u0649. \u0644\u062c\u0639\u0644 CSAT \u0645\u0641\u064a\u062f\u064b\u0627\u060c \u0623\u0646\u0627:<\/p>\n
\n- \u0623\u0636\u0645\u0646 \u0625\u0631\u0633\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0641\u0648\u0631\u064b\u0627 \u0628\u0639\u062f \u0627\u0644\u062d\u0644 \u0648\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0639\u0631\u0641\u0627\u062a \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u062d\u062a\u0649 \u064a\u0645\u0643\u0646 \u0631\u0628\u0637 \u0627\u0644\u0631\u062f\u0648\u062f \u0628\u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648\u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u062d\u0644.<\/li>\n
- \u0623\u0642\u0633\u0645 CSAT \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 \u0648\u0627\u0644\u0648\u0643\u064a\u0644 \u0644\u0627\u0643\u062a\u0634\u0627\u0641 \u0627\u0644\u0642\u064a\u0645 \u0627\u0644\u0634\u0627\u0630\u0629 \u0628\u0633\u0631\u0639\u0629 \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u0627\u062c\u0645\u0639 \u0628\u064a\u0646 CSAT \u0648NPS \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0631\u0624\u064a\u0629 \u0642\u0635\u064a\u0631\u0629 \u0627\u0644\u0645\u062f\u0649\/\u0637\u0648\u064a\u0644\u0629 \u0627\u0644\u0645\u062f\u0649 \u0648\u0645\u0639 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES) \u0644\u0641\u0647\u0645 \u0646\u0642\u0627\u0637 \u0627\u0644\u0627\u062d\u062a\u0643\u0627\u0643 \u0627\u0644\u062a\u064a \u062a\u0624\u062f\u064a \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631.<\/li>\n<\/ol>\n
\u0644\u0623\u0645\u062b\u0644\u0629 \u0648\u0645\u062e\u0637\u0637\u0627\u062a KPI \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062a\u064a \u062a\u062a\u0648\u0633\u0639\u060c \u0627\u0633\u062a\u0643\u0634\u0641 \u0623\u062f\u0644\u062a\u0646\u0627 \u0639\u0644\u0649 \u0623\u0641\u0636\u0644 \u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629<\/a> \u0648 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>. \u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0642\u064a\u0645 \u062e\u064a\u0627\u0631\u0627\u062a \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0645\u0646 \u0637\u0631\u0641 \u062b\u0627\u0644\u062b \u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0644\u063a\u0627\u062a \u0623\u0648 \u0644\u062a\u0648\u0633\u064a\u0639 \u062c\u0645\u0639 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a\u060c \u0641\u0625\u0646 \u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0646 Brain Pod AI \u0647\u0648 \u062e\u064a\u0627\u0631 \u0645\u0648\u062b\u0648\u0642 \u0644\u062a\u0633\u0631\u064a\u0639 \u062c\u0645\u0639 CSAT \u0648 NPS \u0639\u0628\u0631 \u0627\u0644\u0644\u063a\u0627\u062a (\u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0630\u0643\u064a Brain Pod AI<\/a>).<\/p>\n\u0646\u0635\u064a\u062d\u0629 \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0646\u0647\u0627\u0626\u064a\u0629: \u0627\u0646\u0634\u0631 \u0642\u0627\u0644\u0628 KPI Excel \u0648 PDF KPI \u0641\u064a \u0645\u0648\u0642\u0639 \u0645\u0634\u062a\u0631\u0643\u060c \u0648\u0627\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0627\u0637\u0644\u0628 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0644\u0643\u0644 \u0645\u0642\u064a\u0627\u0633 \u0645\u0627\u0644\u0643 \u0648\u062e\u0637\u0629 \u0639\u0645\u0644. \u0647\u0630\u0647 \u0627\u0644\u0627\u0646\u0636\u0628\u0627\u0637\u064a\u0629 \u062a\u062d\u0648\u0644 KPIs \u0627\u0644\u062e\u0627\u0645 \u0625\u0644\u0649 KPIs \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0644\u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062d\u0642\u0642 \u0645\u0643\u0627\u0633\u0628 \u0645\u062a\u0648\u0642\u0639\u0629 \u0641\u064a CSAT \u0648 FCR \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 KPI \u0645\u0639 \u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a.<\/p>\n<\/span>","protected":false},"excerpt":{"rendered":"Key Takeaways Use a sample KPI for customer service representative to standardize measurement\u2014track CSAT, NPS, CES and first contact resolution KPI to link experience with retention. Balance efficiency and quality: measure average handle time KPI, average response time metric and agent productivity metrics while preserving quality assurance score KPI and FCR. Operationalize with templates and […]<\/p>\n","protected":false},"author":14928,"featured_media":260097,"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-260098","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\/260098","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=260098"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/260098\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media\/260097"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media?parent=260098"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/categories?post=260098"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/tags?post=260098"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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\u0645\u0627 \u0647\u064a 5 \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\u061f<\/h2>\n\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/h3>\n
1) \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0627\u0644\u0631\u0636\u0627 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0642\u0635\u064a\u0631 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644 (\u0639\u0627\u062f\u0629\u064b \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0628\u0639\u062f \u0627\u0644\u0627\u062a\u0635\u0627\u0644). \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: (\u0639\u062f\u062f \u0627\u0644\u0631\u062f\u0648\u062f \u0627\u0644\u0631\u0627\u0636\u064a\u0629 \u00f7 \u0639\u062f\u062f \u0631\u062f\u0648\u062f \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0624\u0634\u0631 \u0645\u0628\u0627\u0634\u0631 \u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629 \u0648\u0625\u0634\u0627\u0631\u0629 \u0631\u0627\u0626\u062f\u0629 \u0644\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641: \u0627\u0633\u062a\u0647\u062f\u0641 80%+ \u0641\u064a \u0641\u0631\u0642 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0646\u0627\u0636\u062c\u0629\u061b \u062a\u062e\u062a\u0644\u0641 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0628\u0633\u064a\u0637 \u0645\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u062d\u0644\u060c \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0627\u0637\u0641 \u0648\u0645\u0639\u0631\u0641\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u062a\u0642\u0644\u064a\u0644 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u062f\u0648\u0646 \u0627\u0644\u062a\u0636\u062d\u064a\u0629 \u0628\u0627\u0644\u062c\u0648\u062f\u0629\u060c \u0648\u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0627\u062a \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629. \u0627\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644 \u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0648\u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0644\u062a\u062d\u0648\u064a\u0644 CSAT \u0625\u0644\u0649 \u0639\u0645\u0644. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0627\u0644\u0628 \u0639\u0645\u0644\u064a\u0629\u060c \u0631\u0627\u062c\u0639 \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062f\u064a\u0646\u0627 \u0644\u0625\u0631\u0634\u0627\u062f\u0627\u062a \u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n
2) \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR) \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0646\u0633\u0628\u0629 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: (\u0639\u062f\u062f \u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u060c \u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u060c \u0648\u064a\u062a\u0648\u0627\u0641\u0642 \u0628\u0634\u0643\u0644 \u0642\u0648\u064a \u0645\u0639 \u0632\u064a\u0627\u062f\u0629 CSAT \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641: \u062a\u0633\u062a\u0647\u062f\u0641 \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0645\u0631\u0627\u0643\u0632 70\u201385 % \u062d\u0633\u0628 \u0627\u0644\u062a\u0639\u0642\u064a\u062f. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0646 \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u0642\u0648\u0627\u0639\u062f \u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u0627\u0644\u0633\u064a\u0627\u0642 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u060c \u0648\u0639\u0645\u0644\u064a\u0627\u062a \u0641\u0631\u0632 \u0623\u0641\u0636\u0644\u061b \u062a\u062a\u0628\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a.<\/p>\n
3) \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0645\u062a\u0648\u0633\u0637 \u0645\u062f\u0629 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631) \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: AHT \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u0623\u0633\u0627\u0633\u064a \u0644\u0623\u062f\u0627\u0621 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0631\u062a\u0628\u0637 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621. \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062d\u0630\u0631: \u062a\u062d\u0633\u064a\u0646 AHT \u0641\u0642\u0637 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0636\u0631 \u0628\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u062d\u0648\u064a\u0644\u0627\u062a \u063a\u064a\u0631 \u0627\u0644\u0636\u0631\u0648\u0631\u064a\u0629\u060c \u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0644\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629\u060c \u0648\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u062e\u0641\u064a\u0636\u0627\u062a \u0641\u064a \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629.<\/p>\n
4) \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0631\u062f \u0627\u0644\u0645\u0639\u0646\u0648\u064a \u0627\u0644\u0623\u0648\u0644 (\u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629) \u0623\u0648 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0625\u062c\u0627\u0628\u0629 (\u0627\u0644\u0635\u0648\u062a). \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062d\u0633\u0627\u0628: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0628\u064a\u0646 \u0625\u0646\u0634\u0627\u0621 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0648\u0627\u0644\u0631\u062f \u0627\u0644\u062c\u0648\u0647\u0631\u064a \u0627\u0644\u0623\u0648\u0644 \u0644\u0644\u0648\u0643\u064a\u0644. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u062a\u062d\u0633\u0646 \u0645\u0646 \u062a\u0635\u0648\u0631 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641: \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u062d\u064a\u0629 <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u060c \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u064a\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644. <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u060c \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u0644\u062a\u0635\u0646\u064a\u0641 \u0627\u0644\u0623\u0648\u0644\u064a\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644.<\/p>\n
5) Net Promoter Score (NPS) or Customer Effort Score (CES) \u2014 Which to pick: NPS measures long-term loyalty (Would you recommend us?); CES measures how easy the customer\u2019s experience was. How to calculate: NPS = %Promoters \u2212 %Detractors; CES = average effort score. Why it matters: NPS links to revenue and retention; CES predicts repeat contact rate and churn. How to improve: reduce repeat contacts, simplify self-service, improve FCR, and use customer interaction quality score and customer feedback analysis KPI to identify friction points.<\/p>\n
\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0627\u0644\u0645\u062a\u0648\u0633\u0637 \u0648\u0645\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629<\/h3>\n
\u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 FCR \u0648 AHT \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u0639\u064b\u0627 \u064a\u062e\u0644\u0642 \u0631\u0624\u064a\u0629 \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629: FCR \u064a\u0642\u0648\u062f \u0627\u0644\u0646\u062a\u0627\u0626\u062c\u060c AHT \u064a\u0639\u0643\u0633 \u0627\u0644\u0643\u0641\u0627\u0621\u0629\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u064a\u0634\u0643\u0644 \u0627\u0644\u0627\u0646\u0637\u0628\u0627\u0639. \u0644\u062a\u0641\u0639\u064a\u0644 \u0647\u0630\u0647 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0648\u0635\u064a \u0628\u0640:<\/p>\n
- \n
- \u062d\u062f\u062f \u0635\u064a\u063a \u062f\u0642\u064a\u0642\u0629 \u0648 SLAs: \u0646\u0634\u0631 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 SLA \u062d\u062a\u0649 \u064a\u0634\u0627\u0631\u0643 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0627\u0644\u0642\u0627\u062f\u0629 \u0646\u0641\u0633 \u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0627\u0644\u0646\u062c\u0627\u062d.<\/li>\n
- \u0642\u0645 \u0628\u0625\u0646\u0634\u0627\u0621 \u0642\u0627\u0644\u0628 \u0644\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 \u0648\u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062a\u064a \u062a\u062a\u0636\u0645\u0646 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0648\u0642\u062a \u0627\u0644\u062d\u0644\u060c \u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a SLA \u0644\u0644\u0631\u0624\u064a\u0629.<\/li>\n
- \u0627\u0633\u062a\u062e\u062f\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u062a\u062e\u0637\u064a\u0637 \u0627\u0644\u0642\u0648\u0649 \u0627\u0644\u0639\u0627\u0645\u0644\u0629 \u2014 \u0645\u0639\u062f\u0644 \u0634\u063a\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0639\u062f\u0644 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 \u2014 \u0644\u0645\u0648\u0627\u0621\u0645\u0629 \u0627\u0644\u062a\u0648\u0638\u064a\u0641 \u0645\u0639 \u0623\u0647\u062f\u0627\u0641 AHT \u0648\u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u0647\u062f\u0641\u0629.<\/li>\n
- \u0642\u064a\u0627\u0633 \u0627\u0644\u062c\u0648\u062f\u0629 \u0628\u0627\u0644\u062a\u0648\u0627\u0632\u064a: \u0631\u0628\u0637 \u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0639 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u062c\u0648\u062f\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u064a\u0644 \u0644\u0645\u0646\u0639 \u0627\u0644\u062a\u0631\u0627\u062c\u0639 \u0639\u0646\u062f \u062f\u0641\u0639 \u0627\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n
- \u0627\u0633\u062a\u063a\u0644\u0627\u0644 \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\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629 \u0648\u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \/ \u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0628\u062d\u064a\u062b \u064a\u062a\u0645 \u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0635\u0648\u062a\u064a\u0629 \u0648\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0648\u0627\u0644\u0628\u0631\u064a\u062f \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 - \u0648\u0647\u0648 \u0623\u0645\u0631 \u0623\u0633\u0627\u0633\u064a \u0644\u0642\u0627\u0626\u0645\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0623\u0648 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0631\u0643\u0632 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0644\u0642\u0629: \u062f\u0645\u062c \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0648\u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0624\u0634\u0631 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CES) \u0645\u0639 \u0645\u0639\u0627\u064a\u064a\u0631 \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 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0645\u0628\u0627\u062f\u0631\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f.<\/li>\n<\/ul>\n
\u0623\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0630\u0643\u064a \u0644\u062d\u0645\u0627\u064a\u0629 \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644 \u0645\u0639 \u062a\u0642\u0644\u064a\u0644 \u0632\u0645\u0646 \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u0648\u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 - \u062a\u0646\u0641\u064a\u0630 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u062a\u064a \u062a\u0638\u0647\u0631 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629\u060c \u0648\u062a\u0641\u0639\u064a\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0641\u0642\u0637 \u0639\u0646\u062f \u0627\u0644\u062d\u0627\u062c\u0629\u060c \u0648\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0633\u064a\u0627\u0642 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a. \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0644\u0641\u0631\u0642 \u0627\u0644\u062a\u064a \u062a\u0631\u063a\u0628 \u0641\u064a \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0642\u0648\u0627\u0644\u0628 \u0648\u0623\u0645\u062b\u0644\u0629\u060c \u0627\u0633\u062a\u0643\u0634\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0648\u0627\u0631\u062f \u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0623\u0645\u062b\u0644\u0629 \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 \u0644\u0628\u0646\u0627\u0621 \u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u062d\u0627\u0630\u0627\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0645\u0648\u0638\u0641\u064a \u0627\u0644\u062f\u0639\u0645 \u0645\u0639 \u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0623\u0639\u0645\u0627\u0644. \u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0646 Brain Pod AI \u0647\u0648 \u062e\u064a\u0627\u0631 \u0644\u062a\u0648\u0633\u064a\u0639 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0648\u0627\u0644\u062a\u0635\u0646\u064a\u0641 \u0628\u0639\u062f\u0629 \u0644\u063a\u0627\u062a\u060c \u0645\u0645\u0627 \u064a\u062f\u0639\u0645 \u062c\u0645\u0639 CSAT \u0648\u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629.<\/p>\n
<\/p>\n\u0645\u0627 \u0647\u064a \u0623\u0645\u062b\u0644\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u062e\u0645\u0633\u0629\u061f<\/h2>\n
\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT)\u060c \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0623\u0648 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/h3>\n
1) \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u2014 \u0645\u062b\u0627\u0644: \u0627\u0633\u062a\u0628\u064a\u0627\u0646 \u0628\u0639\u062f \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u064a\u0633\u0623\u0644 \u201c\u0645\u0627 \u0645\u062f\u0649 \u0631\u0636\u0627\u0643 \u0639\u0646 \u062f\u0639\u0645 \u0627\u0644\u064a\u0648\u0645\u061f\u201d \u0627\u0644\u0635\u064a\u063a\u0629: (\u0639\u062f\u062f \u0627\u0644\u0631\u062f\u0648\u062f \u0627\u0644\u0631\u0627\u0636\u064a\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0631\u062f\u0648\u062f \u0641\u064a \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0642\u064a\u0627\u0633 \u0641\u0648\u0631\u064a \u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062f\u0631\u0643\u0629 \u0648\u0645\u0624\u0634\u0631 \u0631\u0627\u0626\u062f \u0644\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648\u0623\u062f\u0627\u0621 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0642\u0635\u064a\u0631. \u0627\u0644\u0645\u0639\u064a\u0627\u0631 \u0627\u0644\u0646\u0645\u0648\u0630\u062c\u064a: 75\u201390% \u062d\u0633\u0628 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0648\u0627\u0644\u0642\u0646\u0627\u0629. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0627\u062a \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629\u060c \u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u062a\u0639\u0627\u0637\u0641 \u0648\u0645\u0639\u0631\u0641\u0629 \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u062a\u0642\u0635\u064a\u0631 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 KPI \u062f\u0648\u0646 \u0627\u0644\u062a\u0636\u062d\u064a\u0629 \u0628\u0627\u0644\u062d\u0644\u060c \u0648\u0627\u0644\u062a\u0635\u0631\u0641 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u062a\u062d\u0644\u064a\u0644 \u062a\u063a\u0630\u064a\u0629 \u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI. \u0644\u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0641\u064a \u062c\u0645\u0639 CSAT\u060c \u0627\u0646\u0638\u0631 \u0625\u0631\u0634\u0627\u062f\u0627\u062a\u0646\u0627 \u0639\u0644\u0649 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648\u0645\u0648\u0627\u0631\u062f \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0645\u062b\u0644 Zendesk (Zendesk<\/a>).<\/p>\n
2) \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR) \u2014 \u0645\u062b\u0627\u0644: \u0646\u0633\u0628\u0629 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u063a\u0644\u0642\u0629 \u0641\u064a \u0623\u0648\u0644 \u062a\u0641\u0627\u0639\u0644 \u0645\u0639 \u0627\u0644\u0648\u0643\u064a\u0644 \u0639\u0628\u0631 \u0627\u0644\u0635\u0648\u062a \u0623\u0648 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0623\u0648 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a. \u0627\u0644\u0635\u064a\u063a\u0629: (\u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u062d\u0644\u0647\u0627 \u0641\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u060c \u064a\u062e\u0641\u0636 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 KPI \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 KPI. \u0627\u0644\u0645\u0639\u064a\u0627\u0631 \u0627\u0644\u0646\u0645\u0648\u0630\u062c\u064a: 70\u201385% \u0644\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0645\u0646\u0638\u0645\u0627\u062a \u0627\u0644\u062f\u0639\u0645 (\u064a\u062e\u062a\u0644\u0641 \u062d\u0633\u0628 \u0627\u0644\u062a\u0639\u0642\u064a\u062f). \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0635\u0646\u064a\u0641 \u0630\u0643\u064a \u0648\u062a\u0648\u062c\u064a\u0647\u060c \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0646\u0642\u0644 \u0627\u0644\u0633\u064a\u0627\u0642 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u061b \u0627\u0644\u062a\u0648\u0627\u0641\u0642 \u0645\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a.<\/p>\n
3) \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT) \u2014 \u0645\u062b\u0627\u0644: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0645\u0633\u062a\u063a\u0631\u0642 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629. \u0627\u0644\u0635\u064a\u063a\u0629: (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u062d\u062f\u064a\u062b\/\u0627\u0644\u062f\u0631\u062f\u0634\u0629 + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u0645\u0642\u064a\u0627\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0627\u0644\u0623\u0633\u0627\u0633\u064a \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0641\u064a \u0627\u0644\u062a\u0648\u0638\u064a\u0641\u060c \u0627\u0644\u062a\u0646\u0628\u0624 \u0648\u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644 KPI\u061b \u0627\u0644\u062a\u0648\u0627\u0632\u0646 \u0628\u064a\u0646 AHT \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u062c\u0648\u062f\u0629 \u0644\u062a\u062c\u0646\u0628 \u0627\u0644\u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u0633\u0644\u0628\u064a \u0639\u0644\u0649 CSAT. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u0628\u0633\u064a\u0637 \u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u062d\u0648\u064a\u0644\u0627\u062a\u060c \u0623\u062a\u0645\u062a\u0629 \u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0644\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629.<\/p>\n
4) \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u0642\u064a\u0627\u0633 \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u2014 \u0645\u062b\u0627\u0644: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0627\u0644\u0645\u0639\u0646\u0648\u064a (\u062f\u0631\u062f\u0634\u0629\/\u0628\u0631\u064a\u062f \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a) \u0623\u0648 \u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0625\u062c\u0627\u0628\u0629 (\u0647\u0627\u062a\u0641). \u0627\u0644\u0635\u064a\u063a\u0629: \u0645\u062a\u0648\u0633\u0637 \u0627\u0644\u0648\u0642\u062a \u0628\u064a\u0646 \u0625\u0646\u0634\u0627\u0621 \u0627\u0644\u062a\u0630\u0643\u0631\u0629 \u0648\u0627\u0644\u0631\u062f \u0627\u0644\u062c\u0648\u0647\u0631\u064a \u0627\u0644\u0623\u0648\u0644 \u0644\u0644\u0648\u0643\u064a\u0644. \u0644\u0645\u0627\u0630\u0627 \u0647\u0648 \u0645\u0647\u0645: \u064a\u0634\u0643\u0644 \u062a\u0635\u0648\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a\u061b \u0623\u0633\u0627\u0633\u064a \u0644\u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0640 SLA \u0644\u0644\u062f\u0639\u0645. \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0646\u0645\u0648\u0630\u062c\u064a\u0629: \u062f\u0631\u062f\u0634\u0629 \u062d\u064a\u0629 <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u061b \u0628\u0631\u064a\u062f \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0635\u0627\u0631\u0645\u0629 \u0644\u0640 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062a\u0646\u0641\u064a\u0630 \u062a\u0623\u0643\u064a\u062f\u0627\u062a \u0622\u0644\u064a\u0629\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0632\u0645\u0646 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a. <1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u226420\u201330 \u062b\u0627\u0646\u064a\u0629\u061b \u0628\u0631\u064a\u062f \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 SLA. \u0643\u064a\u0641\u064a\u0629 \u0627\u0644\u062a\u062d\u0633\u064a\u0646: \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0635\u0627\u0631\u0645\u0629 \u0644\u0640 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062a\u0646\u0641\u064a\u0630 \u062a\u0623\u0643\u064a\u062f\u0627\u062a \u0622\u0644\u064a\u0629\u060c \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0632\u0645\u0646 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a.<\/p>\n
5) Net Promoter Score (NPS) or Customer Effort Score (CES) \u2014 Example: NPS asks likelihood to recommend; CES asks how much effort the customer exerted. Formulas: NPS = %Promoters \u2212 %Detractors; CES = average effort score (scale-dependent). Why it matters: NPS links to long-term loyalty and revenue growth; CES predicts repeat contact rate and churn driven by friction. How to improve: reduce repeat contacts, simplify self-service flows, improve FCR, and use customer interaction quality score and customer feedback analysis KPI to identify root causes. For practical KPI templates and examples, see our \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> .<\/p>\n
\u0645\u0624\u0634\u0631 \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\u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)<\/h3>\n
\u0645\u0624\u0634\u0631 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u2014 \u0645\u0627 \u064a\u0642\u064a\u0633\u0647: \u0646\u0633\u0628\u0629 \u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062a\u0637\u0644\u0628 \u062a\u0635\u0639\u064a\u062f \u0625\u0644\u0649 \u062f\u0639\u0645 \u0623\u0639\u0644\u0649 \u0623\u0648 \u0641\u0631\u0642 \u0645\u062a\u062e\u0635\u0635\u0629. \u0627\u0644\u0635\u064a\u063a\u0629: (\u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0635\u0639\u062f\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100. \u0644\u0645\u0627\u0630\u0627 \u064a\u0647\u0645: \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u062a\u0624\u062f\u064a \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u060c \u0648\u062a\u0645\u062f\u064a\u062f \u0648\u0642\u062a \u0627\u0644\u062d\u0644 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0648\u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u062a\u0634\u064a\u0631 \u0625\u0644\u0649 \u0648\u062c\u0648\u062f \u0641\u062c\u0648\u0627\u062a \u0641\u064a \u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0623\u0648 \u062a\u063a\u0637\u064a\u0629 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629. \u0643\u064a\u0641\u064a\u0629 \u062a\u0642\u0644\u064a\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u0627\u062a: \u062a\u062d\u0633\u064a\u0646 \u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u062a\u0648\u0641\u064a\u0631 \u0623\u0634\u062c\u0627\u0631 \u0627\u0644\u0642\u0631\u0627\u0631 \u0648\u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u062a\u0635\u0639\u064a\u062f\u060c \u062a\u0639\u0632\u064a\u0632 \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u0622\u0644\u064a \u0644\u0625\u0628\u0631\u0627\u0632 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u0630\u0627\u062a \u0627\u0644\u0635\u0644\u0629 \u062e\u0644\u0627\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644.<\/p>\n
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\u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u2014 \u0623\u0641\u0631\u0636 \u0631\u062f\u0648\u062f \u0648\u0627\u0636\u062d\u0629 \u0648\u062a\u0639\u0627\u0637\u0641\u064a\u0629 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0645\u0631\u0627\u0642\u0628\u0629 \u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \/ \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0631\u062f\u060c \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a KPI \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 KPI\u061b \u0633\u0644\u0648\u0643 \u0627\u0644\u0631\u062f \u0627\u0644\u0645\u062a\u0633\u0642 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a. \u0627\u0644\u0627\u062a\u0633\u0627\u0642 \u2014 \u0623\u0633\u062a\u062e\u062f\u0645 \u0645\u0624\u0634\u0631 \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 KPI \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0644\u0636\u0645\u0627\u0646 \u0623\u0646 \u062a\u0643\u0648\u0646 \u0627\u0644\u0646\u0635\u0648\u0635\u060c \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u0648\u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0640 SLA \u062b\u0627\u0628\u062a\u0629 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u061b \u064a\u0633\u0627\u0639\u062f \u0630\u0644\u0643 \u0641\u064a \u062a\u0642\u0644\u064a\u0644 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a SLA. \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u2014 \u0623\u062a\u0627\u0628\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u062c\u0646\u0628\u064b\u0627 \u0625\u0644\u0649 \u062c\u0646\u0628 \u0645\u0639 \u0645\u0624\u0634\u0631 \u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 KPI \u0648\u0645\u0639\u062f\u0644 \u062f\u0648\u0631\u0627\u0646 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u062d\u064a\u062b \u062a\u0624\u062f\u064a \u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0627\u0644\u0643\u0641\u0627\u0621\u0629 (\u0648\u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0645\u0639\u0631\u0641\u0629) \u0645\u0628\u0627\u0634\u0631\u0629 \u0625\u0644\u0649 \u0631\u0641\u0639 \u0645\u0624\u0634\u0631 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 KPI \u0648\u062a\u0642\u0644\u064a\u0644 \u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u062d\u0644 KPI.<\/p>\n
\u062f\u0644\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a: \u062f\u0645\u062c \u062a\u0642\u064a\u064a\u0645 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0645\u0639 \u0627\u0644\u0646\u0635\u0648\u0635 \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0648\u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062a\u062d\u062f\u064a\u062f \u0641\u0631\u0635 \u0627\u0644\u062a\u062f\u0631\u064a\u0628\u061b \u0631\u0628\u0637 \u062a\u0644\u0643 \u0628\u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u062f\u0639\u0645. \u0623\u0648\u0635\u064a \u0628\u0627\u0644\u0631\u062c\u0648\u0639 \u0625\u0644\u0649 \u0645\u0648\u0627\u0631\u062f \u0639\u0645\u0644\u064a\u0629 \u0645\u062b\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648 \u0627\u0644 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u062f\u0644\u064a\u0644\u0646\u0627 \u0644\u0628\u0646\u0627\u0621 \u062d\u0644\u0642\u0629 \u062a\u0643\u0631\u0627\u0631\u064a\u0629 \u0644\u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 + \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062d\u0633\u0646 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062f\u0641\u0639 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0644\u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u064a\u0645\u0643\u0646 \u062a\u0642\u064a\u064a\u0645 \u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0646 Brain Pod AI \u0643\u062e\u064a\u0627\u0631 \u0637\u0631\u0641 \u062b\u0627\u0644\u062b \u0644\u062a\u0648\u0633\u064a\u0639 \u0646\u0637\u0627\u0642 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0648\u062c\u0645\u0639 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0639\u0628\u0631 \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0639 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062c\u0648\u062f\u0629 \u0627\u0644\u0631\u0624\u0649.<\/p>\n
<\/p>\n\u0645\u0627 \u0647\u064a \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0627\u0644\u0623\u0631\u0628\u0639\u0629\u061f<\/h2>\n
\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0648\u0644\u0627\u0621)<\/h3>\n
I measure Customer Outcomes with customer satisfaction (CSAT) KPI, net promoter score (NPS) for customer service and customer effort score (CES). CSAT formula: (Satisfied responses \u00f7 Total responses) \u00d7 100. NPS = %Promoters \u2212 %Detractors. These outcome-focused key performance indicators for customer service reps show the business impact of support: retention, referrals and lifetime value. To improve these KPIs I focus on increasing first contact resolution KPI, lowering repeat contact rate, shortening average response time metric and closing feedback loops via customer feedback analysis KPI. Track trends against customer service KPI benchmarks and use customer service dashboard metrics to correlate CSAT and NPS with operational signals like tickets resolved per agent and time to resolution metric. For benchmarking and best practices, see resources from Zendesk<\/a> \u0648\u0623\u0628\u062d\u0627\u062b \u062d\u0648\u0644 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u062a\u064a \u062a\u0631\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0647\u0627\u0631\u0641\u0627\u0631\u062f \u0628\u064a\u0632\u0646\u0633 \u0631\u064a\u0641\u064a\u0648<\/a>.<\/p>\n
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\u0627\u0644\u0623\u062f\u0628 \u2014 \u0623\u0642\u064a\u0633 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0624\u0634\u0631 \u062c\u0648\u062f\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 KPI \u0644\u0636\u0645\u0627\u0646 \u0633\u0644\u0648\u0643 \u0648\u0643\u064a\u0644 \u0645\u0647\u0630\u0628 \u0648\u062a\u0639\u0627\u0637\u0641\u064a\u061b \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0647\u0646\u0627 \u062a\u0631\u0641\u0639 CSAT \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631. \u0623\u0631\u0628\u0637 \u0645\u0639\u0627\u064a\u064a\u0631 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0628\u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 KPI \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0628\u062d\u064a\u062b \u064a\u0643\u0648\u0646 \u0627\u0644\u0623\u062f\u0628 \u0642\u0627\u0628\u0644\u064b\u0627 \u0644\u0644\u0642\u064a\u0627\u0633 \u062e\u0644\u0627\u0644 \u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 KPIs \u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u062f\u0639\u0645.<\/p>\n
\u0627\u0644\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629 \u2014 \u0623\u0631\u0643\u0632 \u0639\u0644\u0649 KPI \u0644\u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c KPI \u0644\u0632\u0645\u0646 \u0627\u0644\u062d\u0644 \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0643\u0639\u0644\u0627\u0645\u0627\u062a \u0639\u0644\u0649 \u0627\u0644\u0643\u0641\u0627\u0621\u0629\u061b \u062f\u0645\u062c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0645\u0639 \u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0646\u062a\u0627\u062c\u064a\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0648\u0632\u0645\u0646 \u0627\u0644\u062d\u0644 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a KPI \u0644\u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0644\u0643\u0644 \u062a\u0648\u0627\u0635\u0644. \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0645\u0633\u062a\u0645\u0631 (KPI \u0644\u0625\u0643\u0645\u0627\u0644 \u0627\u0644\u062a\u062f\u0631\u064a\u0628) \u0648\u062f\u0645\u062c \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u063a\u064a\u0631 \u0627\u0644\u0636\u0631\u0648\u0631\u064a \u0648\u064a\u062d\u0633\u0646 \u0643\u0641\u0627\u0621\u0629 \u062f\u0639\u0645 KPIs.<\/p>\n
\u0627\u0644\u062a\u062e\u0635\u064a\u0635 \u2014 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u062a\u0642\u0644\u064a\u0644 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CES) \u0648\u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u062d\u062a\u0641\u0627\u0638 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0639\u0631\u0636 \u0633\u064a\u0627\u0642 \u0625\u062f\u0627\u0631\u0629 \u0639\u0644\u0627\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CRM) \u0648\u062a\u0627\u0631\u064a\u062e \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629 (\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\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629). \u064a\u0632\u064a\u062f \u0627\u0644\u062a\u062e\u0635\u064a\u0635 \u0645\u0646 \u062f\u0631\u062c\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (NPS) \u0648\u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u061b \u0623\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0643\u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a \u0648\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0627\u0633\u062a\u0647\u062f\u0627\u0641 \u0627\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u0645\u062e\u0635\u0635\u0629 \u0648\u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u062d\u0633\u0628 \u0627\u0644\u0641\u0626\u0629.<\/p>\n
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\u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u2014 \u0623\u0639\u0645\u0644 \u0639\u0644\u0649 \u0631\u0633\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0625\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u062a\u062d\u0643\u0645 \u0641\u064a \u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u062d\u0644 \u0648\u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629. \u062a\u0642\u0644\u0644 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u0645\u0648\u062d\u062f\u0629 \u0648\u0643\u062a\u064a\u0628\u0627\u062a \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0624\u0634\u0631 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0628\u064a\u0646\u0645\u0627 \u062a\u062d\u0633\u0646 \u0645\u0646 \u0645\u0639\u062f\u0644 \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0648\u0645\u0639\u062f\u0644 \u0625\u063a\u0644\u0627\u0642 \u0627\u0644\u062d\u0627\u0644\u0627\u062a.<\/p>\n
\u0627\u0644\u0645\u0646\u0635\u0627\u062a \u2014 \u0623\u0633\u062a\u062e\u062f\u0645 \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\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0639\u062f\u062f\u0629\u060c \u0648\u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u062f\u0631\u062f\u0634\u0629\u060c \u0648\u0645\u0624\u0634\u0631 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0644\u0642\u064a\u0627\u0633 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0645\u0646\u0635\u0629\u061b \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u064a\u0642\u0644\u0644 \u0645\u0646 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0648\u064a\u0639\u0632\u0632 \u0645\u0624\u0634\u0631\u0627\u062a \u062e\u0641\u0636 \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645. \u064a\u062a\u064a\u062d \u062f\u0645\u062c \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u062a\u062d\u0642\u064a\u0642 \u0632\u0645\u0646 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0623\u0648\u0644 \u062b\u0627\u0628\u062a \u0648\u0627\u0645\u062a\u062b\u0627\u0644 \u0623\u0641\u0636\u0644 \u0644\u0645\u0633\u062a\u0648\u064a\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0639\u0628\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0646\u0638\u0631 \u0623\u0641\u0636\u0644 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0644\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 \u0648\u0625\u0631\u0634\u0627\u062f\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u0644\u064a\u0629).<\/p>\n
\u0627\u0644\u0623\u062f\u0627\u0621 \u2014 \u0623\u062f\u0645\u062c \u0623\u0645\u062b\u0644\u0629 \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 \u0641\u064a \u0644\u0648\u062d\u0629 \u062a\u062d\u0643\u0645: \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u0648\u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0648\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0648\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629. \u0642\u0627\u0631\u0646 \u0645\u0639 \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 \u0648\u0643\u0631\u0631 \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0646\u0645\u0648\u0630\u062c \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 \u0628\u062d\u064a\u062b \u062a\u062f\u0641\u0639 \u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u062d\u0633\u064a\u0646\u0627\u062a \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0641\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n
<\/p>\n\u0643\u064a\u0641 \u062a\u062d\u062f\u062f \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\u061f<\/h2>\n
\u0646\u0645\u0648\u0630\u062c \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\u060c \u0648\u0623\u0647\u062f\u0627\u0641 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0623\u0645\u062b\u0644\u0629 \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<\/h3>\n
1) \u062a\u0648\u0636\u064a\u062d \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0648\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u2014 \u0623\u0628\u062f\u0623 \u0628\u062a\u0639\u0631\u064a\u0641 \u0645\u0627 \u064a\u0628\u062f\u0648 \u0639\u0644\u064a\u0647 \u0627\u0644\u0646\u062c\u0627\u062d: \u0632\u064a\u0627\u062f\u0629 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI\u060c \u062a\u062d\u0633\u064a\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 KPI\u060c \u062a\u0633\u0631\u064a\u0639 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \u0648 KPI \u062a\u0643\u0644\u0641\u0629 \u0623\u0642\u0644 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644. \u0623\u0636\u0639 \u062a\u0644\u0643 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0639\u0644\u0649 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u062b\u0644 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 (FCR)\u060c KPI \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 \/ \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0648 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES)\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648 KPI \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631. \u0627\u0633\u062a\u062e\u062f\u0645 \u0645\u0639\u0627\u064a\u064a\u0631 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062e\u0627\u0631\u062c\u064a\u0629 \u0644\u0644\u062a\u062d\u0642\u0642 \u0645\u0646 \u0627\u0644\u0623\u0647\u062f\u0627\u0641.<\/p>\n
2) \u0627\u062e\u062a\u064a\u0627\u0631 \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629 \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (\u0627\u0644\u062c\u0648\u062f\u0629 + \u0627\u0644\u0643\u0641\u0627\u0621\u0629 + \u0627\u0644\u0646\u062a\u0627\u0626\u062c) \u2014 \u0623\u0642\u062a\u0635\u0631 \u0627\u0644\u0641\u0631\u0642 \u0639\u0644\u0649 6-10 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u0629: \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 (KPI \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u064a\u0644)\u060c \u0627\u0644\u062a\u062c\u0631\u064a\u0628\u064a\u0629 (CSAT\u060c NPS\/CES) \u0648\u0627\u0644\u0623\u0639\u0645\u0627\u0644 (KPI \u062a\u0643\u0644\u0641\u0629 \u0644\u0643\u0644 \u0627\u062a\u0635\u0627\u0644\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621). \u0647\u0630\u0627 \u064a\u062a\u062c\u0646\u0628 \u062a\u062d\u0645\u064a\u0644 \u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0632\u0627\u0626\u062f \u0648\u064a\u062d\u0627\u0641\u0638 \u0639\u0644\u0649 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/p>\n
3) \u062a\u062d\u062f\u064a\u062f \u0635\u064a\u063a \u062f\u0642\u064a\u0642\u0629 \u0648\u0642\u0648\u0627\u0639\u062f \u0642\u064a\u0627\u0633 - \u0623\u0642\u0648\u0645 \u0628\u062a\u0648\u062b\u064a\u0642 \u0635\u064a\u063a \u063a\u064a\u0631 \u063a\u0627\u0645\u0636\u0629 \u0641\u064a \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062d\u062a\u0649 \u064a\u0642\u064a\u0633 \u0627\u0644\u062c\u0645\u064a\u0639 \u0646\u0641\u0633 \u0627\u0644\u0634\u064a\u0621. \u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0627\u0644\u062a\u064a \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627: \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062d\u0644 = \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0648\u0642\u062a \u0644\u062d\u0644 \u062c\u0645\u064a\u0639 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629\u061b \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 = (\u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u062a\u0633\u062c\u064a\u0644 \u0627\u0644\u062f\u062e\u0648\u0644) \u00d7 100\u061b \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 = \u0645\u062c\u0645\u0648\u0639 (\u0627\u0644\u0648\u0642\u062a \u0644\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644) \u00f7 \u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631\u061b AHT = (\u0627\u0644\u062d\u062f\u064a\u062b + \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629\u061b CSAT = (\u0627\u0644\u0631\u062f\u0648\u062f \u0627\u0644\u0645\u0631\u0636\u064a\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0631\u062f\u0648\u062f) \u00d7 100\u061b FCR = (\u0627\u0644\u062d\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0641\u064a \u0623\u0648\u0644 \u0627\u062a\u0635\u0627\u0644 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u062d\u0627\u0644\u0627\u062a) \u00d7 100\u061b \u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644 KPI = \u0625\u062c\u0645\u0627\u0644\u064a \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u062f\u0639\u0645 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629.<\/p>\n
4) \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0642\u0639\u064a\u0629 - \u0623\u0642\u0648\u0645 \u0628\u062a\u062d\u062f\u064a\u062f \u0623\u062f\u0627\u0621 \u0627\u0644\u0623\u0633\u0627\u0633 \u0645\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062a\u0627\u0631\u064a\u062e\u064a\u0629\u060c \u062b\u0645 \u0623\u0636\u064a\u0641 \u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0648\u062a\u0639\u0642\u064a\u062f \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0647\u0627\u062a\u0641) \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0645\u0633\u062a\u0648\u064a\u0627\u062a: \u0637\u0645\u0648\u062d\u0629\u060c \u0645\u062a\u0648\u0642\u0639\u0629\u060c \u0648\u0627\u0644\u062d\u062f \u0627\u0644\u0623\u062f\u0646\u0649 \u0627\u0644\u0645\u0642\u0628\u0648\u0644. \u0644\u0644\u0645\u0631\u0627\u062c\u0639\u0629\u060c \u0631\u0627\u062c\u0639 \u0623\u0645\u062b\u0644\u0629 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0627\u0644\u0635\u0646\u0627\u0639\u064a\u0629 \u0645\u062b\u0644 Zendesk \u0648 HubSpot.<\/p>\n
5) \u0628\u0646\u0627\u0621 \u0646\u0645\u0627\u0630\u062c\u060c SLAs \u0648\u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a - \u0623\u0642\u0648\u0645 \u0628\u0625\u0646\u0634\u0627\u0621 \u0646\u0645\u0648\u0630\u062c KPI \u062d\u064a \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u0633\u062c\u0644 \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0645\u0635\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0627\u0644\u0645\u0627\u0644\u0643 \u0648\u0627\u0644\u062a\u0643\u0631\u0627\u0631. \u0623\u062d\u062f\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0623\u0647\u062f\u0627\u0641 SLA \u0644\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629\u060c \u062b\u0645 \u0623\u0638\u0647\u0631 \u0647\u0630\u0647 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0639\u0644\u0649 \u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u064a\u0648\u0645\u064a\u0629 \u0648\u0627\u0644\u0623\u0633\u0628\u0648\u0639\u064a\u0629.<\/p>\n
6) \u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u0645\u0644\u0643\u064a\u0629\u060c \u0627\u0644\u062d\u0648\u0643\u0645\u0629 \u0648\u0627\u0644\u0625\u064a\u0642\u0627\u0639 \u2014 \u0623\u0639\u064a\u0651\u0646 \u0645\u0627\u0644\u0643\u064b\u0627 \u0644\u0643\u0644 KPI\u060c \u0648\u0623\u0642\u0648\u0645 \u0628\u0625\u062c\u0631\u0627\u0621 \u0641\u062d\u0648\u0635\u0627\u062a \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u064a\u0648\u0645\u064a\u0629\u060c \u0648\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0644\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a \u0623\u0633\u0628\u0648\u0639\u064a\u064b\u0627\u060c \u0648\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0644\u0644\u0623\u0639\u0645\u0627\u0644 \u0634\u0647\u0631\u064a\u0629 \u062a\u0631\u0628\u0637 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0628\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0648\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u062a\u0643\u0644\u0641\u0629. \u062a\u063a\u0630\u064a \u0623\u0647\u062f\u0627\u0641 KPI \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPIs \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0644\u0637\u0627\u0642\u0645 \u0627\u0644\u062f\u0639\u0645.<\/p>\n
7) \u062a\u0641\u0639\u064a\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a\u060c \u0648\u0627\u0644\u062a\u0648\u062c\u064a\u0647\u060c \u0648\u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u2014 \u0623\u062f\u0645\u062c \u0645\u0642\u0627\u064a\u064a\u0633 \u062f\u0648\u0631\u0629 \u062d\u064a\u0627\u0629 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u062f\u0639\u0645 \u0648\u0643\u062a\u0628 \u062a\u0635\u0639\u064a\u062f \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0641\u064a \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644. \u0623\u0633\u062a\u062e\u062f\u0645 KPI \u0644\u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u062c\u0648\u062f\u0629 \u0627\u0644\u0648\u0643\u0644\u0627\u0621 \u0644\u0631\u0628\u0637 \u0627\u0644\u0633\u0644\u0648\u0643 \u0628\u0627\u0644\u0646\u062a\u0627\u0626\u062c\u060c \u0648\u0623\u0631\u0628\u0637 KPI \u0625\u062a\u0645\u0627\u0645 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0628\u062e\u0637\u0637 \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u060c \u0648\u0623\u0637\u0628\u0642 \u0627\u0644\u0623\u062a\u0645\u062a\u0629 \u0644\u062d\u0645\u0627\u064a\u0629 KPIs (\u062a\u0635\u0641\u064a\u0629 \u062a\u0644\u0642\u0627\u0626\u064a\u0629\u060c \u0627\u0639\u062a\u0631\u0627\u0641\u0627\u062a SLA\u060c \u062a\u0633\u0644\u064a\u0645 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a).<\/p>\n
8) \u0645\u0631\u0627\u0642\u0628\u0629\u060c \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 \u0648\u0627\u0644\u062a\u0643\u0631\u0627\u0631 \u2014 \u0623\u0631\u062a\u0628\u0637 KPIs (\u0645\u062b\u0644 AHT \u0645\u0642\u0627\u0628\u0644 FCR \u0645\u0642\u0627\u0628\u0644 CSAT)\u060c \u0648\u0623\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 KPI \u0648\u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644 \u0644\u062a\u0634\u062e\u064a\u0635 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a\u060c \u0648\u0623\u062c\u0631\u064a \u062a\u062c\u0627\u0631\u0628 A\/B (\u062a\u063a\u064a\u064a\u0631\u0627\u062a \u0627\u0644\u0646\u0635\u060c \u062a\u062d\u062f\u064a\u062b\u0627\u062a \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0645\u0639\u0631\u0641\u0629\u060c \u062a\u0635\u0641\u064a\u0629 \u0645\u062f\u0639\u0648\u0645\u0629 \u0628\u0627\u0644\u0631\u0648\u0628\u0648\u062a) \u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u062a\u0623\u062b\u064a\u0631 \u0639\u0644\u0649 CSAT \u0648FCR \u0648AHT \u0648KPI \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644.<\/p>\n
9) \u062a\u0648\u0633\u064a\u0639 \u0627\u0644\u062d\u0648\u0643\u0645\u0629 \u0648\u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631 \u2014 \u0623\u062d\u062a\u0641\u0638 \u0628\u062f\u0644\u064a\u0644 KPI \u062d\u064a\u060c \u0648\u0623\u0631\u0627\u062c\u0639 \u0623\u0645\u062b\u0644\u0629 KPIs \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0634\u0643\u0644 \u062f\u0648\u0631\u064a\u060c \u0648\u0623\u0642\u0648\u0645 \u0628\u062a\u062d\u062f\u064a\u062b \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0645\u0639 \u062a\u0637\u0648\u0631 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u060c \u0648\u0627\u0644\u062d\u062c\u0645\u060c \u0648\u062a\u0639\u0642\u064a\u062f \u0627\u0644\u0645\u0646\u062a\u062c.<\/p>\n
10) \u0642\u0627\u0626\u0645\u0629 \u0627\u0644\u062a\u062d\u0642\u0642 \u0627\u0644\u0633\u0631\u064a\u0639\u0629 \u0627\u0644\u062a\u064a \u0623\u062a\u0627\u0628\u0639\u0647\u0627 \u2014 \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u2192 \u0627\u062e\u062a\u064a\u0627\u0631 6\u201310 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0631\u0626\u064a\u0633\u064a\u0629 \u2192 \u062a\u0648\u062b\u064a\u0642 \u0627\u0644\u0635\u064a\u063a \u0641\u064a \u0646\u0645\u0648\u0630\u062c \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 \u2192 \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0633\u0633 \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 \u2192 \u0625\u0646\u0634\u0627\u0621 \u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a (\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621) \u2192 \u062a\u0639\u064a\u064a\u0646 \u0627\u0644\u0645\u0627\u0644\u0643\u064a\u0646 \u2192 \u0623\u062a\u0645\u062a\u0629 \u062d\u064a\u062b\u0645\u0627 \u0623\u0645\u0643\u0646 \u2192 \u0627\u0644\u062a\u062f\u0631\u064a\u0628 \u0648\u0627\u0644\u062a\u0643\u0631\u0627\u0631. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0646\u0645\u0627\u0630\u062c \u0639\u0645\u0644\u064a\u0629 \u0648\u0623\u0645\u062b\u0644\u0629\u060c \u0627\u0646\u0638\u0631 \u0625\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0627\u0644\u0645\u0648\u0631\u062f \u0648 \u0646\u0645\u0648\u0630\u062c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> .<\/p>\n
\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0648\u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0645\u0631\u0627\u0642\u0628\u0629<\/h3>\n
\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 \u2014 \u0623\u0636\u0639 \u0623\u0647\u062f\u0627\u0641 \u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u062d\u062f\u062f\u0629 \u0648\u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0635\u0648\u062a \u0648\u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0648\u0627\u0644\u0628\u0631\u064a\u062f \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. \u0623\u0645\u062b\u0644\u0629 \u0646\u0645\u0648\u0630\u062c\u064a\u0629 \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627: \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644 \u0639\u0644\u0649 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 < 1 \u062f\u0642\u064a\u0642\u0629\u060c \u0625\u062c\u0627\u0628\u0629 \u0627\u0644\u0647\u0627\u062a\u0641 \u2264 20\u201330 \u062b\u0627\u0646\u064a\u0629\u060c \u0641\u0631\u0632 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u062d\u0633\u0628 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 (\u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c, <4 \u0633\u0627\u0639\u0627\u062a). \u062a\u0635\u0628\u062d \u0647\u0630\u0647 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0644\u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0642\u0648\u0627\u0639\u062f \u062b\u0627\u0628\u062a\u0629 \u0641\u064a \u062e\u0637\u0637 \u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0648\u0627\u0644\u0642\u0648\u0649 \u0627\u0644\u0639\u0627\u0645\u0644\u0629\u060c \u0628\u062d\u064a\u062b \u064a\u0645\u0643\u0646 \u0642\u064a\u0627\u0633 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644.<\/p>\n
\u0641\u0631\u0636 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0645\u0631\u0627\u0642\u0628\u0629 \u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u2014 \u0623\u062a\u0627\u0628\u0639 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0645\u0633\u062a\u0648\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u062f\u0639\u0645 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0648\u0642\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0639\u0646\u062f\u0645\u0627 \u062a\u0631\u062a\u0641\u0639 \u0627\u0644\u062e\u0631\u0648\u0642\u0627\u062a\u060c \u0623\u0631\u062a\u0628\u0637 \u0628\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0648\u0645\u0624\u0634\u0631 \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a \u0644\u0639\u062f\u062f \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0631\u0627\u0643\u0645\u0629 \u0648\u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629 \u0644\u0644\u0639\u062b\u0648\u0631 \u0639\u0644\u0649 \u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u0633\u0639\u0629 \u0623\u0648 \u0627\u0644\u0639\u0645\u0644\u064a\u0629. \u0643\u0645\u0627 \u0623\u0646\u0646\u064a \u0623\u0631\u0628\u0637 \u0627\u0644\u062e\u0631\u0648\u0642\u0627\u062a \u0628\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631 \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0644\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0641\u0642\u062f\u0627\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644.<\/p>\n
\u0644\u0648\u062d\u0627\u062a \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0648\u0627\u0644\u062a\u0646\u0628\u064a\u0647\u0627\u062a \u2014 \u0623\u0635\u0645\u0645 \u0644\u0648\u062d\u0627\u062a \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062a\u062c\u0645\u0639 \u0628\u064a\u0646 \u0627\u0644\u0625\u0634\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u062c\u0631\u064a\u0628\u064a\u0629 \u0648\u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629: \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) KPI\u060c \u062f\u0631\u062c\u0629 \u0627\u0644\u0645\u0631\u0648\u062c \u0627\u0644\u0635\u0627\u0641\u064a (NPS) \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c KPI \u0648\u0642\u062a \u0627\u0644\u062d\u0644\u060c KPI \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0648\u0646\u0633\u0628\u0629 \u062e\u0631\u0642 SLA. \u0623\u0636\u0628\u0637 \u0627\u0644\u062a\u0646\u0628\u064a\u0647\u0627\u062a \u0644\u062e\u0631\u0642 SLA \u0648\u0632\u064a\u0627\u062f\u0629 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 KPI \u062d\u062a\u0649 \u0623\u062a\u0645\u0643\u0646 \u0645\u0646 \u0627\u0644\u062a\u062f\u062e\u0644 (\u062a\u0648\u0638\u064a\u0641\u060c \u0625\u0639\u0627\u062f\u0629 \u062a\u0648\u062c\u064a\u0647\u060c \u062a\u0635\u0639\u064a\u062f \u062a\u062d\u062f\u064a\u062b\u0627\u062a \u0627\u0644\u0645\u0639\u0631\u0641\u0629).<\/p>\n
\u0627\u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u0645\u0631\u0629 \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u2014 \u0623\u062c\u062f\u0648\u0644 \u0641\u062d\u0648\u0635\u0627\u062a KPI \u064a\u0648\u0645\u064a\u0629\u060c \u062c\u0644\u0633\u0627\u062a \u062a\u062f\u0631\u064a\u0628 \u0623\u0633\u0628\u0648\u0639\u064a\u0629 \u0645\u0631\u062a\u0628\u0637\u0629 \u0628\u0640 KPI \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 \u0648\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0634\u0647\u0631\u064a\u0629 \u062d\u064a\u062b \u064a\u062a\u0645 \u0625\u0639\u0627\u062f\u0629 \u0636\u0628\u0637 \u0623\u0647\u062f\u0627\u0641 KPI \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0643\u062a\u0628 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0627\u0644\u0622\u0644\u064a\u060c \u0623\u0633\u062a\u062e\u062f\u0645 \u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0644\u0625\u0631\u0633\u0627\u0644 \u062a\u0623\u0643\u064a\u062f\u0627\u062a SLA\u060c \u0648\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0642\u0636\u0627\u064a\u0627 \u0630\u0627\u062a \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0629 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0625\u0644\u0649 \u0627\u0644\u0645\u062a\u062e\u0635\u0635\u064a\u0646\u060c \u0648\u062a\u0642\u062f\u064a\u0645 \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0645\u062a\u0627\u0628\u0639\u0629 CSAT\/NPS \u2014 \u0647\u0630\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u064a\u0629 \/ \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u064a\u062d\u0633\u0646 KPIs \u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a. \u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0642\u0631\u0627\u0621\u0629 \u062d\u0648\u0644 \u062a\u0635\u0645\u064a\u0645 SLA \u0648\u0627\u0644\u0623\u062a\u0645\u062a\u0629\u060c \u0627\u0633\u062a\u0634\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u0644\u064a\u0629<\/a> .<\/p>\n
\u0645\u062c\u0645\u0648\u0639\u0629 \u0623\u062f\u0648\u0627\u062a KPI \u0627\u0644\u0645\u062a\u0642\u062f\u0645\u0629\u060c \u0648\u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631\u060c \u0648\u062e\u0635\u0648\u0635\u064a\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644<\/h2>\n
\u0642\u0627\u0626\u0645\u0629 KPI \u0644\u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c KPIs \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a<\/h3>\n
\u0628\u0627\u0644\u0646\u0633\u0628\u0629 \u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c \u0623\u0631\u0643\u0632 \u0639\u0644\u0649 \u0642\u0627\u0626\u0645\u0629 \u0642\u0635\u064a\u0631\u0629 \u0645\u0646 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0630\u0627\u062a \u0627\u0644\u062a\u0623\u062b\u064a\u0631 \u0627\u0644\u0639\u0627\u0644\u064a \u0627\u0644\u062a\u064a \u062a\u062a\u0648\u0627\u0641\u0642 \u0645\u0628\u0627\u0634\u0631\u0629 \u0645\u0639 \u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0623\u0639\u0645\u0627\u0644: \u0645\u0624\u0634\u0631 \u062d\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644\u060c \u0645\u0624\u0634\u0631 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u060c \u0645\u0624\u0634\u0631 \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 (\u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0644\u0647\u0627\u062a\u0641)\u060c \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a\u060c \u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629\u060c \u0648\u062a\u0643\u0644\u0641\u0629 \u0643\u0644 \u0627\u062a\u0635\u0627\u0644. \u062a\u0639\u0637\u064a \u0639\u0646\u0627\u0635\u0631 \u0642\u0627\u0626\u0645\u0629 \u0645\u0624\u0634\u0631\u0627\u062a \u0645\u0631\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0647\u0630\u0647 \u0631\u0624\u064a\u0629 \u0645\u062a\u0648\u0627\u0632\u0646\u0629 \u0644\u0644\u0643\u0641\u0627\u0621\u0629\u060c \u0648\u0627\u0644\u062a\u062c\u0631\u0628\u0629\u060c \u0648\u0627\u0644\u062a\u0643\u0644\u0641\u0629.<\/p>\n
- \n
- \u062a\u0639\u0631\u064a\u0641 \u0648\u0627\u0636\u062d \u0648\u0635\u064a\u063a:<\/strong> \u062d\u062f\u062f \u0643\u0644 KPI \u0628\u062f\u0642\u0629 \u062d\u062a\u0649 \u062a\u0643\u0648\u0646 \u062a\u0642\u0627\u0631\u064a\u0631\u0643 \u0645\u062a\u0633\u0642\u0629\u2014AHT = (\u0627\u0644\u062d\u062f\u064a\u062b + \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629\u061b \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a = \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0645\u062a\u062e\u0644\u0649 \u0639\u0646\u0647\u0627 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0648\u0627\u0631\u062f\u0629\u061b \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 = \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u062a\u0633\u062c\u064a\u0644 \u0627\u0644\u062f\u062e\u0648\u0644.<\/li>\n
- \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0645\u0631\u062a\u0643\u0632\u0629 \u0639\u0644\u0649 SLA:<\/strong> \u062d\u062f\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 (\u0645\u062b\u0627\u0644: 80% \u0645\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u0631\u062f \u0639\u0644\u064a\u0647\u0627 \u062e\u0644\u0627\u0644 20\u201330 \u062b\u0627\u0646\u064a\u0629) \u0648\u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a SLA \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a \u0644\u0645\u0646\u0639 \u0627\u0644\u062a\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u0627\u0644\u0625\u0634\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0644\u0644\u0645\u0631\u0627\u0642\u0628\u0629:<\/strong> \u0642\u0645 \u0628\u0631\u0628\u0637 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0645\u0639 \u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645 \u0628\u062c\u062f\u0648\u0644 KPI \u0648\u0645\u0639\u062f\u0644 \u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0648\u0643\u0644\u0627\u0621\u2014\u062a\u0634\u064a\u0631 \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0628\u0627\u0644\u0625\u0636\u0627\u0641\u0629 \u0625\u0644\u0649 \u0627\u0646\u0632\u0644\u0627\u0642 \u0627\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a \u0625\u0644\u0649 \u062a\u0648\u0642\u0639 \u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062a\u062e\u0644\u064a \u0648\u0632\u064a\u0627\u062f\u0629 \u062a\u0631\u0627\u0643\u0645 \u0627\u0644\u062a\u0630\u0627\u0643\u0631 KPI.<\/li>\n
- \u062a overlay \u0627\u0644\u062c\u0648\u062f\u0629:<\/strong> \u0644\u0627 \u062a\u0642\u0645 \u0628\u062a\u062d\u0633\u064a\u0646 AHT \u0639\u0644\u0649 \u062d\u0633\u0627\u0628 CSAT \u0623\u0648 FCR. \u0627\u062c\u0645\u0639 \u0628\u064a\u0646 \u062f\u0631\u062c\u0629 \u0636\u0645\u0627\u0646 \u0627\u0644\u062c\u0648\u062f\u0629 KPI \u0648\u062f\u0631\u062c\u0629 \u062c\u0648\u062f\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 AHT \u0648FCR \u0644\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u0639 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629.<\/li>\n<\/ul>\n
\u0627\u0644\u0645\u0639\u0627\u064a\u0631\u0629: \u0627\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062e\u0637\u0648\u0637 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629 \u0627\u0644\u062a\u0627\u0631\u064a\u062e\u064a\u0629\u060c \u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0642\u0646\u0648\u0627\u062a (\u0627\u0644\u0635\u0648\u062a \u0627\u0644\u0648\u0627\u0631\u062f \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a) \u0648\u0645\u0639\u0627\u064a\u064a\u0631 KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0627\u0644\u0635\u0646\u0627\u0639\u0629 \u0644\u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0642\u0639\u064a\u0629. \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0623\u0645\u062b\u0644\u0629 \u0639\u0645\u0644\u064a\u0629 \u0644\u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0648\u062a\u0642\u0646\u064a\u0627\u062a \u0627\u0644\u0641\u0631\u0632 \u0627\u0644\u0622\u0644\u064a\u060c \u0623\u0634\u064a\u0631 \u0627\u0644\u0641\u0631\u0642 \u0625\u0644\u0649 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u0644\u064a\u0629<\/a> \u062f\u0644\u064a\u0644 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0648 \u0646\u0638\u0631\u0629 \u0639\u0627\u0645\u0629 \u0639\u0644\u0649 \u062f\u0639\u0645 \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a<\/a>, \u0627\u0644\u062a\u064a \u062a\u0634\u0631\u062d \u0643\u064a\u0641 \u062a\u0642\u0644\u0644 \u0623\u062a\u0645\u062a\u0629 \u0633\u064a\u0631 \u0627\u0644\u0639\u0645\u0644 \u0648\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0645\u0646 \u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a.<\/p>\n
\u0642\u0627\u0626\u0645\u0629 \u0627\u0644\u062a\u062d\u0642\u0642 \u0645\u0646 \u0627\u0644\u062a\u0646\u0641\u064a\u0630 \u0627\u0644\u062a\u064a \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627:<\/p>\n
- \n
- \u062a\u0648\u062b\u064a\u0642 \u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0641\u064a \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 \u0648\u062a\u0639\u064a\u064a\u0646 \u0645\u0627\u0644\u0643 \u0644\u0643\u0644 \u0645\u0642\u064a\u0627\u0633.<\/li>\n
- \u0646\u0634\u0631 \u0623\u0647\u062f\u0627\u0641 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u0644\u0631\u062f\u0648\u062f \u0648\u062f\u0645\u062c\u0647\u0627 \u0641\u064a \u0642\u0648\u0627\u0639\u062f \u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0648\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0642\u0648\u0649 \u0627\u0644\u0639\u0627\u0645\u0644\u0629.<\/li>\n
- \u0639\u0631\u0636 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u062a\u0646\u0628\u064a\u0647\u0627\u062a \u062a\u0644\u0642\u0627\u0626\u064a\u0629.<\/li>\n
- \u0625\u062c\u0631\u0627\u0621 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u062c\u0630\u0631 \u0627\u0644\u0623\u0633\u0628\u0648\u0639\u064a \u0628\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0648\u0642\u062a \u062d\u062a\u0649 \u0627\u0644\u062d\u0644\u060c \u0648\u0645\u0642\u064a\u0627\u0633 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0635\u0639\u064a\u062f \u0648\u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629 \u0644\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0648\u0644\u0648\u064a\u0627\u062a \u0644\u0644\u0625\u0635\u0644\u0627\u062d\u0627\u062a.<\/li>\n<\/ol>\n
\u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0639\u0627\u064a\u064a\u0631 \u0648\u0645\u062c\u0645\u0648\u0639\u0627\u062a \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0639\u0645\u0644\u064a\u0629 \u062a\u0639\u0645\u0644 \u0644\u0644\u0641\u0631\u0642 \u0628\u062c\u0645\u064a\u0639 \u0627\u0644\u0623\u062d\u062c\u0627\u0645\u060c \u0631\u0627\u062c\u0639 \u0645\u0648\u0627\u0631\u062f\u0646\u0627 \u0646\u0645\u0648\u0630\u062c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0645\u0645\u062b\u0644\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0648 \u0627\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a> \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0648\u0623\u0647\u062f\u0627\u0641 \u062c\u0627\u0647\u0632\u0629. \u0644\u0644\u062a\u062d\u0642\u0642 \u0627\u0644\u062e\u0627\u0631\u062c\u064a\u060c \u0627\u0633\u062a\u0634\u0631 Zendesk \u0648HubSpot \u0644\u062f\u0631\u0627\u0633\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u064a\u064a\u0631 (Zendesk<\/a>, \u0647\u0628 \u0633\u0628\u0648\u062a<\/a>).<\/p>\n
\u0645\u0644\u0641 PDF \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0642\u0627\u0644\u0628 Excel \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629<\/h3>\n
\u0644\u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0625\u0644\u0649 \u0639\u0645\u0644\u064a\u0627\u062a\u060c \u0623\u0642\u0648\u0645 \u0628\u062a\u062d\u0648\u064a\u0644 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0625\u0644\u0649 \u0645\u062e\u0631\u062c\u0627\u062a: \u0642\u0627\u0644\u0628 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u062f\u0641\u062a\u0631 \u062a\u062a\u0628\u0639 Excel \u0648\u0645\u0644\u0641 PDF \u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0641\u064a \u0635\u0641\u062d\u0629 \u0648\u0627\u062d\u062f\u0629 \u064a\u0644\u062e\u0635 \u0627\u0644\u062a\u0639\u0631\u064a\u0641\u0627\u062a \u0648\u0627\u0644\u0645\u0627\u0644\u0643\u064a\u0646 \u0648\u0627\u0644\u0623\u0647\u062f\u0627\u0641. \u062a\u0623\u062a\u064a \u0623\u0633\u0647\u0644 \u0627\u0644\u0645\u0643\u0627\u0633\u0628 \u0645\u0646 \u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0639\u0644\u0649 \u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 - \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) - \u0645\u0642\u062a\u0631\u0646\u064b\u0627 \u0628\u0645\u0624\u0634\u0631 \u0627\u0644\u062d\u0644 \u0645\u0646 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0623\u0648\u0644 \u0648\u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u0631\u062f \u0627\u0644\u0623\u0648\u0644.<\/p>\n
\u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0648\u0627\u0644\u0645\u062e\u0631\u062c\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u062a\u064a \u0623\u0633\u062a\u062e\u062f\u0645\u0647\u0627:<\/p>\n
- \n
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621:<\/strong> \u064a\u062a\u0636\u0645\u0646 \u0627\u0633\u0645 \u0627\u0644\u0645\u0642\u064a\u0627\u0633\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0645\u0635\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0627\u0644\u0645\u0627\u0644\u0643\u060c \u0627\u0644\u0647\u062f\u0641\u060c \u0648\u062a\u064a\u0631\u0629 \u0627\u0644\u062a\u0642\u0631\u064a\u0631 \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0644\u0644\u062a\u0635\u0639\u064a\u062f. \u0623\u062c\u0639\u0644 \u0647\u0630\u0627 \u0648\u062b\u064a\u0642\u0629 \u062d\u064a\u0629 \u0648\u0623\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062f\u064a\u0646\u0627.<\/li>\n
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0635\u064a\u063a\u0629 Excel:<\/strong> \u0648\u0631\u0642\u0629 \u0628\u064a\u0627\u0646\u0627\u062a \u062e\u0627\u0645 \u064a\u0648\u0645\u064a\u0629\u060c \u062a\u062c\u0645\u064a\u0639 \u0623\u0633\u0628\u0648\u0639\u064a\u060c \u0645\u062e\u0637\u0637\u0627\u062a \u0627\u062a\u062c\u0627\u0647 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT)\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648\u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629\u060c \u0648\u062c\u062f\u0627\u0648\u0644 \u0645\u062d\u0648\u0631\u064a\u0629 \u0644\u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u062d\u0633\u0628 \u0627\u0644\u0648\u0643\u064a\u0644\u060c \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u0627\u0644\u0642\u0646\u0627\u0629.<\/li>\n
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0635\u064a\u063a\u0629 PDF:<\/strong> \u0645\u0644\u062e\u0635 \u062a\u0646\u0641\u064a\u0630\u064a \u0628\u0623\u0647\u0645 8 \u0645\u0624\u0634\u0631\u0627\u062a \u0623\u062f\u0627\u0621 (CSAT\u060c NPS\u060c FCR\u060c AHT\u060c \u0648\u0642\u062a \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0623\u0648\u0644\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644\u060c \u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629\u060c \u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 KPI) \u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0627\u0644\u0634\u0647\u0631\u064a\u0629.<\/li>\n<\/ul>\n
\u0623\u0641\u0636\u0644 \u0645\u0624\u0634\u0631 \u0623\u062f\u0627\u0621 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT) \u0647\u0648 \u0627\u0644\u0623\u0643\u062b\u0631 \u0642\u0627\u0628\u0644\u064a\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u0643\u0625\u0634\u0627\u0631\u0629 \u0642\u0635\u064a\u0631\u0629 \u0627\u0644\u0645\u062f\u0649. \u0644\u062c\u0639\u0644 CSAT \u0645\u0641\u064a\u062f\u064b\u0627\u060c \u0623\u0646\u0627:<\/p>\n
- \n
- \u0623\u0636\u0645\u0646 \u0625\u0631\u0633\u0627\u0644 \u0627\u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0641\u0648\u0631\u064b\u0627 \u0628\u0639\u062f \u0627\u0644\u062d\u0644 \u0648\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0639\u0631\u0641\u0627\u062a \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u062d\u062a\u0649 \u064a\u0645\u0643\u0646 \u0631\u0628\u0637 \u0627\u0644\u0631\u062f\u0648\u062f \u0628\u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648\u0645\u0624\u0634\u0631 \u0648\u0642\u062a \u0627\u0644\u062d\u0644.<\/li>\n
- \u0623\u0642\u0633\u0645 CSAT \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 \u0648\u0627\u0644\u0648\u0643\u064a\u0644 \u0644\u0627\u0643\u062a\u0634\u0627\u0641 \u0627\u0644\u0642\u064a\u0645 \u0627\u0644\u0634\u0627\u0630\u0629 \u0628\u0633\u0631\u0639\u0629 \u0639\u0644\u0649 \u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u0627\u062c\u0645\u0639 \u0628\u064a\u0646 CSAT \u0648NPS \u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0631\u0624\u064a\u0629 \u0642\u0635\u064a\u0631\u0629 \u0627\u0644\u0645\u062f\u0649\/\u0637\u0648\u064a\u0644\u0629 \u0627\u0644\u0645\u062f\u0649 \u0648\u0645\u0639 \u062f\u0631\u062c\u0629 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES) \u0644\u0641\u0647\u0645 \u0646\u0642\u0627\u0637 \u0627\u0644\u0627\u062d\u062a\u0643\u0627\u0643 \u0627\u0644\u062a\u064a \u062a\u0624\u062f\u064a \u0625\u0644\u0649 \u0632\u064a\u0627\u062f\u0629 \u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0627\u0644\u0645\u062a\u0643\u0631\u0631.<\/li>\n<\/ol>\n
\u0644\u0623\u0645\u062b\u0644\u0629 \u0648\u0645\u062e\u0637\u0637\u0627\u062a KPI \u0644\u0645\u0643\u062a\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062a\u064a \u062a\u062a\u0648\u0633\u0639\u060c \u0627\u0633\u062a\u0643\u0634\u0641 \u0623\u062f\u0644\u062a\u0646\u0627 \u0639\u0644\u0649 \u0623\u0641\u0636\u0644 \u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629<\/a> \u0648 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/a>. \u0625\u0630\u0627 \u0643\u0646\u062a \u062a\u0642\u064a\u0645 \u062e\u064a\u0627\u0631\u0627\u062a \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a \u0645\u0646 \u0637\u0631\u0641 \u062b\u0627\u0644\u062b \u0644\u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u062a\u0639\u062f\u062f\u0629 \u0627\u0644\u0644\u063a\u0627\u062a \u0623\u0648 \u0644\u062a\u0648\u0633\u064a\u0639 \u062c\u0645\u0639 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a\u060c \u0641\u0625\u0646 \u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0645\u062a\u0639\u062f\u062f \u0627\u0644\u0644\u063a\u0627\u062a \u0645\u0646 Brain Pod AI \u0647\u0648 \u062e\u064a\u0627\u0631 \u0645\u0648\u062b\u0648\u0642 \u0644\u062a\u0633\u0631\u064a\u0639 \u062c\u0645\u0639 CSAT \u0648 NPS \u0639\u0628\u0631 \u0627\u0644\u0644\u063a\u0627\u062a (\u0645\u0633\u0627\u0639\u062f \u0627\u0644\u062f\u0631\u062f\u0634\u0629 \u0627\u0644\u0630\u0643\u064a Brain Pod AI<\/a>).<\/p>\n
\u0646\u0635\u064a\u062d\u0629 \u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0646\u0647\u0627\u0626\u064a\u0629: \u0627\u0646\u0634\u0631 \u0642\u0627\u0644\u0628 KPI Excel \u0648 PDF KPI \u0641\u064a \u0645\u0648\u0642\u0639 \u0645\u0634\u062a\u0631\u0643\u060c \u0648\u0627\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0627\u0637\u0644\u0628 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0644\u0643\u0644 \u0645\u0642\u064a\u0627\u0633 \u0645\u0627\u0644\u0643 \u0648\u062e\u0637\u0629 \u0639\u0645\u0644. \u0647\u0630\u0647 \u0627\u0644\u0627\u0646\u0636\u0628\u0627\u0637\u064a\u0629 \u062a\u062d\u0648\u0644 KPIs \u0627\u0644\u062e\u0627\u0645 \u0625\u0644\u0649 KPIs \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u0642\u064a\u0627\u0633 \u0644\u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062d\u0642\u0642 \u0645\u0643\u0627\u0633\u0628 \u0645\u062a\u0648\u0642\u0639\u0629 \u0641\u064a CSAT \u0648 FCR \u0648\u062a\u0643\u0644\u0641\u0629 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 KPI \u0645\u0639 \u0645\u0631\u0648\u0631 \u0627\u0644\u0648\u0642\u062a.<\/p>\n<\/span>","protected":false},"excerpt":{"rendered":"
Key Takeaways Use a sample KPI for customer service representative to standardize measurement\u2014track CSAT, NPS, CES and first contact resolution KPI to link experience with retention. Balance efficiency and quality: measure average handle time KPI, average response time metric and agent productivity metrics while preserving quality assurance score KPI and FCR. Operationalize with templates and […]<\/p>\n","protected":false},"author":14928,"featured_media":260097,"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-260098","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\/260098","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=260098"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/posts\/260098\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media\/260097"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/media?parent=260098"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/categories?post=260098"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ar\/wp-json\/wp\/v2\/tags?post=260098"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0635\u064a\u063a\u0629 Excel:<\/strong> \u0648\u0631\u0642\u0629 \u0628\u064a\u0627\u0646\u0627\u062a \u062e\u0627\u0645 \u064a\u0648\u0645\u064a\u0629\u060c \u062a\u062c\u0645\u064a\u0639 \u0623\u0633\u0628\u0648\u0639\u064a\u060c \u0645\u062e\u0637\u0637\u0627\u062a \u0627\u062a\u062c\u0627\u0647 \u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CSAT)\u060c \u0645\u062a\u0648\u0633\u0637 \u0648\u0642\u062a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 (AHT)\u060c \u0627\u0644\u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062d\u0644\u0648\u0644\u0629 \u0644\u0643\u0644 \u0648\u0643\u064a\u0644 \u0648\u0645\u0624\u0634\u0631 \u062a\u0630\u0627\u0643\u0631 \u0627\u0644\u0645\u062a\u0623\u062e\u0631\u0629\u060c \u0648\u062c\u062f\u0627\u0648\u0644 \u0645\u062d\u0648\u0631\u064a\u0629 \u0644\u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u062d\u0633\u0628 \u0627\u0644\u0648\u0643\u064a\u0644\u060c \u0627\u0644\u0645\u0646\u062a\u062c\u060c \u0648\u0627\u0644\u0642\u0646\u0627\u0629.<\/li>\n
- \u0646\u0645\u0648\u0630\u062c KPI \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621:<\/strong> \u064a\u062a\u0636\u0645\u0646 \u0627\u0633\u0645 \u0627\u0644\u0645\u0642\u064a\u0627\u0633\u060c \u0627\u0644\u0635\u064a\u063a\u0629\u060c \u0645\u0635\u062f\u0631 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0627\u0644\u0645\u0627\u0644\u0643\u060c \u0627\u0644\u0647\u062f\u0641\u060c \u0648\u062a\u064a\u0631\u0629 \u0627\u0644\u062a\u0642\u0631\u064a\u0631 \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0644\u0644\u062a\u0635\u0639\u064a\u062f. \u0623\u062c\u0639\u0644 \u0647\u0630\u0627 \u0648\u062b\u064a\u0642\u0629 \u062d\u064a\u0629 \u0648\u0623\u0631\u0628\u0637\u0647\u0627 \u0628\u0645\u0642\u0627\u064a\u064a\u0633 \u0644\u0648\u062d\u0629 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062f\u064a\u0646\u0627.<\/li>\n
- \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0645\u0631\u062a\u0643\u0632\u0629 \u0639\u0644\u0649 SLA:<\/strong> \u062d\u062f\u062f \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u062d\u0633\u0628 \u0627\u0644\u0642\u0646\u0627\u0629 (\u0645\u062b\u0627\u0644: 80% \u0645\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u0644\u0631\u062f \u0639\u0644\u064a\u0647\u0627 \u062e\u0644\u0627\u0644 20\u201330 \u062b\u0627\u0646\u064a\u0629) \u0648\u062a\u062a\u0628\u0639 \u0646\u0633\u0628\u0629 \u0627\u0646\u062a\u0647\u0627\u0643\u0627\u062a SLA \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a \u0644\u0645\u0646\u0639 \u0627\u0644\u062a\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0624\u062b\u0631 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/li>\n
- \u062a\u0639\u0631\u064a\u0641 \u0648\u0627\u0636\u062d \u0648\u0635\u064a\u063a:<\/strong> \u062d\u062f\u062f \u0643\u0644 KPI \u0628\u062f\u0642\u0629 \u062d\u062a\u0649 \u062a\u0643\u0648\u0646 \u062a\u0642\u0627\u0631\u064a\u0631\u0643 \u0645\u062a\u0633\u0642\u0629\u2014AHT = (\u0627\u0644\u062d\u062f\u064a\u062b + \u0627\u0644\u0627\u0646\u062a\u0638\u0627\u0631 + \u0627\u0644\u0639\u0645\u0644 \u0628\u0639\u062f \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0629) \u00f7 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u0627\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629\u061b \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u062e\u0644\u064a \u0639\u0646 \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a = \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0645\u062a\u062e\u0644\u0649 \u0639\u0646\u0647\u0627 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0627\u0644\u0645\u0643\u0627\u0644\u0645\u0627\u062a \u0627\u0644\u0648\u0627\u0631\u062f\u0629\u061b \u0646\u0633\u0628\u0629 \u0627\u0644\u0625\u0634\u063a\u0627\u0644 = \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u0627\u0644\u0645\u0639\u0627\u0644\u062c\u0629 \u00f7 \u0625\u062c\u0645\u0627\u0644\u064a \u0648\u0642\u062a \u062a\u0633\u062c\u064a\u0644 \u0627\u0644\u062f\u062e\u0648\u0644.<\/li>\n