{"id":255661,"date":"2025-07-09T22:57:50","date_gmt":"2025-07-10T05:57:50","guid":{"rendered":"https:\/\/messengerbot.app\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/"},"modified":"2025-07-09T22:57:50","modified_gmt":"2025-07-10T05:57:50","slug":"%ec%a7%80%ec%9b%90-%ed%8c%80%ec%9d%84-%ec%9c%84%ed%95%9c-%ed%95%84%ec%88%98-kpi-%ea%b3%a0%ea%b0%9d-%ec%84%9c%eb%b9%84%ec%8a%a4-%eb%b0%8f-%ea%b4%80%eb%a6%ac-%ec%a7%80%ec%9b%90%ec%97%90%ec%84%9c","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ko\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/","title":{"rendered":"\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \ud544\uc218 KPI: \uace0\uac1d \uc11c\ube44\uc2a4 \ubc0f \uad00\ub9ac \uc9c0\uc6d0\uc5d0\uc11c \uc131\uacfc \uce21\uc815 \ubc0f \uc131\uacf5 \uc8fc\ub3c4"},"content":{"rendered":"<input type=\"hidden\" value=\"\" data-essbispostcontainer=\"\" data-essbisposturl=\"https:\/\/messengerbot.app\/ko\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/\" data-essbisposttitle=\"Essential KPIs for Support Teams: Measuring Performance and Driving Success in Customer Service and Admin Support\" data-essbishovercontainer=\"\"><div class=\"key-takeaways-box\">\n<h2>\uc8fc\uc694 \ub0b4\uc6a9<\/h2>\n<ul>\n<li>\uc774\ud574\ud558\uae30 <strong>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI<\/strong> \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4.<\/li>\n<li>\uc8fc\uc694 \uc9c0\ud45c\ub294 <strong>\uccab \uc751\ub2f5 \uc2dc\uac04<\/strong> \uadf8\ub9ac\uace0 <strong>\ud574\uacb0 \uc2dc\uac04<\/strong> \uace0\uac1d \uacbd\ud5d8\uacfc \ucda9\uc131\ub3c4\uc5d0 \uc9c1\uc811\uc801\uc778 \uc601\ud5a5\uc744 \ubbf8\uce69\ub2c8\ub2e4.<\/li>\n<li>\uc815\uae30\uc801\uc73c\ub85c \uce21\uc815\ud558\ub294 \uac83 <strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong> \uadf8\ub9ac\uace0 <strong>\uc21c \ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong> \uc9c0\uc6d0 \uc0c1\ud638\uc791\uc6a9\uc758 \ud6a8\uacfc\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li>\ucd94\uc801 <strong>\uc5d0\uc774\uc804\ud2b8 \ud65c\uc6a9\ub960<\/strong> \uadf8\ub9ac\uace0 <strong>\ud2f0\ucf13 \uc218\ub7c9<\/strong> \uc778\ub825 \ud544\uc694\uc131\uacfc \uc6b4\uc601 \ud2b8\ub80c\ub4dc\ub97c \uc2dd\ubcc4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li>\uad6c\uc870\ud654\ub41c <strong>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI \ud15c\ud50c\ub9bf<\/strong> \uc131\uacfc \ucd94\uc801\uc744 \uac04\uc18c\ud654\ud558\uace0 \uc9c0\uc18d\uc801\uc778 \uac1c\uc120\uc744 \ucd09\uc9c4\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/div>\n<p>\uc624\ub298\ub0a0\uc758 \ube60\ub974\uac8c \ubcc0\ud654\ud558\ub294 \ube44\uc988\ub2c8\uc2a4 \ud658\uacbd\uc5d0\uc11c \uc774\ud574\ud558\ub294 \uac83\uc740 <strong>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI<\/strong> \uc131\uacfc\ub97c \uc774\ub04c\uace0 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774 \uae30\uc0ac\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \ubc0f \uad00\ub9ac \uc9c0\uc6d0\uc5d0\uc11c \uc131\uacf5\uc744 \uc815\uc758\ud558\ub294 \uc911\uc694\ud55c \uc9c0\ud45c\ub97c \ub2e4\ub8e8\uba70, \ud300\uc758 \ud6a8\uacfc\uc131\uc744 \uce21\uc815\ud558\uace0 \uac1c\uc120\ud558\ub294 \ub370 \ud544\uc694\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \ubb34\uc5c7\uc774 \uad6c\uc131 \uc694\uc18c\uc778\uc9c0 \ud0d0\uad6c\ud560 \uac83\uc785\ub2c8\ub2e4. <strong>\uc9c0\uc6d0 \uc11c\ube44\uc2a4 KPI<\/strong>, \ub2e4\uc591\ud55c \uc9c0\uc6d0 \uae30\ub2a5\uc5d0 \ub300\ud55c \ucd5c\uc0c1\uc758 KPI\ub97c \uac80\ud1a0\ud558\uace0\u2014\uae30\uc220 \uc9c0\uc6d0 \ubc0f \uace0\uac1d \uc11c\ube44\uc2a4 \ucf5c \uc13c\ud130\ub97c \ud3ec\ud568\ud558\uc5ec\u2014\uace0\uc131\ub2a5 \ud300\uc744 \uad6c\ubcc4\ud558\ub294 \uc8fc\uc694 \uc9c0\ud45c\ub97c \uac15\uc870\ud569\ub2c8\ub2e4. \ub610\ud55c \uc9c0\uc6d0 \ud300 \uc131\uacfc\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc5d0 \ub300\ud574 \ub17c\uc758\ud558\uba70, \ud3c9\uac00 \ud504\ub85c\uc138\uc2a4\ub97c \uac04\uc18c\ud654\ud558\uae30 \uc704\ud55c \uc2e4\uc6a9\uc801\uc778 \uc608\uc81c\uc640 \ud15c\ud50c\ub9bf\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc5ec\ub7ec\ubd84\uc774 <strong>\uc0dd\uc0b0 \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI<\/strong> \uc544\ub2c8\uba74 <strong>\uc9c0\uc6d0 KPI \uc608\uc2dc<\/strong> \uc870\uc9c1\uc5d0 \uad6c\ud604\ud558\uae30 \uc704\ud574, \uc774 \uac00\uc774\ub4dc\ub294 \uc9c0\uc6d0 \uc6b4\uc601\uc5d0\uc11c \uc6b0\uc218\ud55c \ubb38\ud654\ub97c \uc870\uc131\ud558\ub294 \ub370 \ud544\uc694\ud55c \uc9c0\uc2dd\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<h1>\uc9c0\uc6d0 \uc11c\ube44\uc2a4\uc758 KPI\ub780?<\/h1>\n<p>\uc9c0\uc6d0 \uc11c\ube44\uc2a4\uc5d0 \ub300\ud55c \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \uace0\uac1d \uc9c0\uc6d0 \ud300\uc774 \uc131\uacfc\ub97c \ud3c9\uac00\ud558\uace0 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \ud544\uc694\ud55c \ud544\uc218 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub294 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc758 \ub2e4\uc591\ud55c \uce21\uba74\uc5d0 \ub300\ud55c \uadc0\uc911\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud558\uc5ec \uae30\uc5c5\uc774 \uc6b4\uc601\uc744 \ucd5c\uc801\ud654\ud558\uace0 \uc804\ubc18\uc801\uc778 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc90d\ub2c8\ub2e4. \ubaa8\ub4e0 \uc9c0\uc6d0 \ud300\uc774 \ucd94\uc801\ud574\uc57c \ud560 21\uac00\uc9c0 \uc911\uc694\ud55c \uace0\uac1d \uc11c\ube44\uc2a4 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<h2>\uae30\uc220 \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI<\/h2>\n<ul>\n<li><strong>\uccab \uc751\ub2f5 \uc2dc\uac04<\/strong>: \uace0\uac1d\uc774 \uc9c0\uc6d0\uc744 \uc694\uccad\ud55c \ud6c4 \uccab \ubc88\uc9f8 \uc751\ub2f5\uc744 \ubc1b\uae30\uae4c\uc9c0 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc9e7\uc740 \uc751\ub2f5 \uc2dc\uac04\uc740 \uc885\uc885 \ub354 \ub192\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4.<\/li>\n<li><strong>\ud574\uacb0 \uc2dc\uac04<\/strong>: \uace0\uac1d \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ud6a8\uc728\uc801\uc778 \ud574\uacb0 \uc2dc\uac04\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc9c1\uc811 \uce21\uc815\ud558\uba70, \uc77c\ubc18\uc801\uc73c\ub85c \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 \uc218\uc9d1\ub429\ub2c8\ub2e4. \ub192\uc740 CSAT \uc810\uc218\ub294 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc21c \ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong>: \uace0\uac1d\uc774 \uc11c\ube44\uc2a4\ub97c \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc744 \ubb3b\ub294 \uc9c8\ubb38\uc744 \ud1b5\ud574 \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 NPS\ub294 \uac15\ud55c \uace0\uac1d \uad00\uacc4\ub97c \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub178\ub825 \uc810\uc218 (CES)<\/strong>: \uace0\uac1d\uc774 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uc5bc\ub9c8\ub098 \uc26c\uc6b4\uc9c0\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ub0ae\uc740 \ub178\ub825 \uc810\uc218\ub294 \ub354 \ub192\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uc0c1\uad00\uad00\uacc4\uac00 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud2f0\ucf13 \uc218\ub7c9<\/strong>: \ud2b9\uc815 \uae30\uac04 \ub3d9\uc548 \uc811\uc218\ub41c \uc9c0\uc6d0 \uc694\uccad\uc758 \ucd1d \uc218\uc785\ub2c8\ub2e4. \ud2f0\ucf13 \uc218\ub97c \ubd84\uc11d\ud558\uba74 \ucd94\uc138\uc640 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc7a0\uc7ac\uc801 \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc774\uc804\ud2b8 \ud65c\uc6a9\ub960<\/strong>: \uc5d0\uc774\uc804\ud2b8\uac00 \uace0\uac1d\uc744 \uc801\uadf9\uc801\uc73c\ub85c \uc9c0\uc6d0\ud558\ub294 \ub370 \uc18c\ube44\ud558\ub294 \uc2dc\uac04\uc758 \ube44\uc728\uacfc \ucd1d \uac00\uc6a9 \uc2dc\uac04\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \ub192\uc740 \ud65c\uc6a9\ub960\uc740 \ud6a8\uc728\uc801\uc778 \uc778\ub825\uc744 \ub098\ud0c0\ub0bc \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0 \ube44\uc728<\/strong>: \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \ub192\uc740 \ube44\uc728\uc740 \uc9c0\uc6d0 \uc5d0\uc774\uc804\ud2b8\uc758 \ud6a8\uacfc\uc801\uc778 \ubb38\uc81c \ud574\uacb0\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc2a4\uceec\ub808\uc774\uc158 \ube44\uc728<\/strong>: \ub354 \ub192\uc740 \uc218\uc900\uc758 \uc9c0\uc6d0\uc73c\ub85c \uc5d0\uc2a4\uceec\ub808\uc774\uc158\uc774 \ud544\uc694\ud55c \ud2f0\ucf13\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \ub0ae\uc740 \uc5d0\uc2a4\uceec\ub808\uc774\uc158 \ube44\uc728\uc740 \uc5d0\uc774\uc804\ud2b8\uac00 \ubb38\uc758\ub97c \ucc98\ub9ac\ud560 \uc218 \uc788\ub294 \ub2a5\ub825\uc774 \uc798 \uac16\ucdb0\uc838 \uc788\uc74c\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc11c\ube44\uc2a4 \uc218\uc900 \uacc4\uc57d(SLA) \uc900\uc218<\/strong>: \uc751\ub2f5 \ubc0f \ud574\uacb0 \uc2dc\uac04\uacfc \uac19\uc740 \ubbf8\ub9ac \uc815\uc758\ub41c \uc11c\ube44\uc2a4 \uae30\uc900 \uc900\uc218\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 \uc900\uc218\uc728\uc740 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \uc9c0\uc6d0 \uc11c\ube44\uc2a4\ub97c \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \uc720\uc9c0\uc728<\/strong>: \uc2dc\uac04\uc774 \uc9c0\ub0a8\uc5d0 \ub530\ub77c \uc11c\ube44\uc2a4\ub97c \uacc4\uc18d \uc0ac\uc6a9\ud558\ub294 \uace0\uac1d\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \ub192\uc740 \uc720\uc9c0\uc728\uc740 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uacfc \uace0\uac1d \ub9cc\uc871\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \ucc44\ub110 \uc131\uacfc<\/strong>: \ub2e4\uc591\ud55c \uc9c0\uc6d0 \ucc44\ub110(\uc608: \uc774\uba54\uc77c, \ucc44\ud305, \uc804\ud654)\uc758 \ud6a8\uacfc\uc131\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \ucc44\ub110 \uc131\uacfc\ub97c \uc774\ud574\ud558\uba74 \uc790\uc6d0 \ud560\ub2f9\uc744 \ucd5c\uc801\ud654\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc774\uc804\ud2b8 \ub9cc\uc871\ub3c4 \uc810\uc218<\/strong>: \uc9c0\uc6d0 \uc5d0\uc774\uc804\ud2b8\uc758 \ub9cc\uc871 \uc218\uc900\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ud589\ubcf5\ud55c \uc5d0\uc774\uc804\ud2b8\ub294 \uc885\uc885 \ub354 \uc0dd\uc0b0\uc801\uc774\uba70 \ub354 \ub098\uc740 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc2dd \uae30\ubc18 \uc0ac\uc6a9<\/strong>: \uace0\uac1d\uc774 \uc140\ud504 \uc11c\ube44\uc2a4 \ub9ac\uc18c\uc2a4\ub97c \uc5bc\ub9c8\ub098 \uc790\uc8fc \ud65c\uc6a9\ud558\ub294\uc9c0\ub97c \ucd94\uc801\ud569\ub2c8\ub2e4. \ub192\uc740 \uc0ac\uc6a9\ub960\uc740 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc2dd \uad00\ub9ac\uc758 \uc9c0\ud45c\uac00 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud2f0\ucf13\ub2f9 \ube44\uc6a9<\/strong>: \uc9c0\uc6d0 \ud2f0\ucf13\uc744 \ud574\uacb0\ud558\ub294 \ub370 \ubc1c\uc0dd\ud558\ub294 \ud3c9\uade0 \ube44\uc6a9\uc744 \uacc4\uc0b0\ud569\ub2c8\ub2e4. \uc774 KPI\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \uc6b4\uc601 \ube44\uc6a9\uc744 \uad00\ub9ac\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc7ac\uc811\ucd09 \ube44\uc728<\/strong>: \ub3d9\uc77c\ud55c \ubb38\uc81c\ub85c \uc5ec\ub7ec \ubc88 \uc5f0\ub77d\ud558\ub294 \uace0\uac1d\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \ub0ae\uc740 \ube44\uc728\uc740 \uccab \ubc88\uc9f8 \uc811\ucd09\uc5d0\uc11c \ud6a8\uacfc\uc801\uc778 \ud574\uacb0\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc18c\uc15c \ubbf8\ub514\uc5b4 \uc751\ub2f5\ub960<\/strong>: \uc18c\uc15c \ubbf8\ub514\uc5b4 \ud50c\ub7ab\ud3fc\uc5d0\uc11c \uc9c0\uc6d0 \ud300\uc774 \ubb38\uc758\uc5d0 \uc5bc\ub9c8\ub098 \ube60\ub974\uace0 \ud6a8\uacfc\uc801\uc73c\ub85c \uc751\ub2f5\ud558\ub294\uc9c0\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ube60\ub978 \uc751\ub2f5\uc740 \ube0c\ub79c\ub4dc \ud3c9\ud310\uc744 \ub192\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ucc57\ubd07 \ud6a8\uacfc\uc131<\/strong>: Messenger Bots\uc640 \uac19\uc740 \uc790\ub3d9\ud654\ub41c \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud558\ub294 \uacbd\uc6b0, \uc774 KPI\ub294 \ubd07\uc774 \uc778\uac04\uc758 \uac1c\uc785 \uc5c6\uc774 \uace0\uac1d \ubb38\uc758\ub97c \uc5bc\ub9c8\ub098 \uc798 \ud574\uacb0\ud558\ub294\uc9c0\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ud53c\ub4dc\ubc31 \ud2b8\ub80c\ub4dc<\/strong>: \uace0\uac1d\uc73c\ub85c\ubd80\ud130\uc758 \uc9c8\uc801 \ud53c\ub4dc\ubc31\uc744 \ubd84\uc11d\ud558\uba74 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc5d0 \ub300\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uad50\uc721 \uc644\ub8cc\uc728<\/strong>: \uad50\uc721 \ud504\ub85c\uadf8\ub7a8\uc744 \uc644\ub8cc\ud55c \uc5d0\uc774\uc804\ud2b8\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \uc798 \ud6c8\ub828\ub41c \uc5d0\uc774\uc804\ud2b8\ub294 \ud6a8\uacfc\uc801\uc73c\ub85c \uc218\ud589\ud560 \uac00\ub2a5\uc131\uc774 \ub192\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud22c\uc790 \uc218\uc775\ub960 (ROI)<\/strong>: \uace0\uac1d \uc9c0\uc6d0 \ud22c\uc790\uc5d0\uc11c \ubc1c\uc0dd\ud558\ub294 \uc7ac\uc815\uc801 \uc218\uc775\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \uae0d\uc815\uc801\uc778 ROI\ub294 \uc9c0\uc6d0 \ub178\ub825\uc774 \uc804\uccb4 \ube44\uc988\ub2c8\uc2a4 \uc131\uacf5\uc5d0 \uae30\uc5ec\ud558\uace0 \uc788\uc74c\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>: \uc774\ub7ec\ud55c KPI\ub97c \ucd94\uc801\ud568\uc73c\ub85c\uc368 \uae30\uc5c5\uc740 \uace0\uac1d \uc9c0\uc6d0 \uc6b4\uc601\uc744 \uc138\ubc00\ud558\uac8c \uc870\uc815\ud558\uace0, \uc5d0\uc774\uc804\ud2b8 \uc0dd\uc0b0\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\uba70, \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc5d0 \ub300\ud55c \uae4a\uc740 \uc774\ud574\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uad81\uadf9\uc801\uc73c\ub85c \uc11c\ube44\uc2a4 \ud488\uc9c8\uacfc \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \uae30\uc5ec\ud569\ub2c8\ub2e4. \ucd94\uac00 \uc790\ub8cc\ub97c \uc6d0\ud558\uc2dc\uba74 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uc11c\ube44\uc2a4 \uc5f0\uad6c\uc18c<\/a> \ubc0f \uc0b0\uc5c5 \ubcf4\uace0\uc11c\uc5d0\uc11c <a href=\"https:\/\/www.gartner.com\" target=\"_blank\" rel=\"noopener\">\uac00\ud2b8\ub108<\/a> \uadf8\ub9ac\uace0 <a href=\"https:\/\/www.forrester.com\" target=\"_blank\" rel=\"noopener\">Forrester<\/a>, \uace0\uac1d \uc11c\ube44\uc2a4 \uba54\ud2b8\ub9ad \ubc0f \ud2b8\ub80c\ub4dc\uc5d0 \ub300\ud55c \uc2ec\uce35 \ubd84\uc11d\uc744 \uc81c\uacf5\ud558\ub294 \ub9ac\uc18c\uc2a4\ub97c \uace0\ub824\ud574 \ubcf4\uc138\uc694.<\/p>\n<h2>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \ucd5c\uace0\uc758 KPI<\/h2>\n<p>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \ucd5c\uace0\uc758 KPI\ub97c \uc2dd\ubcc4\ud558\ub294 \uac83\uc740 \ud6a8\uacfc\uc131\uc744 \uce21\uc815\ud558\uace0 \uac1c\uc120\uc744 \ucd94\uc9c4\ud558\ub294 \ub370 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uace0\ub824\ud574\uc57c \ud560 \uac00\uc7a5 \uc601\ud5a5\ub825 \uc788\ub294 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0 \ube44\uc728<\/strong>: \uc774 KPI\ub294 \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9 \uc911 \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \uc218\ub97c \ub098\ud0c0\ub0b4\ubbc0\ub85c \ud6c4\uc18d \uc870\uce58\uc758 \ud544\uc694\uc131\uc744 \ucd5c\uc18c\ud654\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: CSAT\ub97c \uc815\uae30\uc801\uc73c\ub85c \uce21\uc815\ud558\uba74 \uace0\uac1d\uc758 \ud589\ubcf5\ub3c4\ub97c \ud3c9\uac00\ud558\uace0 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\ud3c9\uade0 \ud574\uacb0 \uc2dc\uac04<\/strong>: \ubb38\uc81c \ud574\uacb0\uc5d0 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \ud504\ub85c\uc138\uc2a4\ub97c \uac04\uc18c\ud654\ud558\uace0 \ud6a8\uc728\uc131\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc774\uc804\ud2b8 \ud65c\uc6a9\ub960<\/strong>: \uc5d0\uc774\uc804\ud2b8\uac00 \uc5bc\ub9c8\ub098 \ud6a8\uacfc\uc801\uc73c\ub85c \ud65c\uc6a9\ub418\uace0 \uc788\ub294\uc9c0\ub97c \uc774\ud574\ud558\uba74 \ub354 \ub098\uc740 \uc778\ub825 \ubc30\uce58 \uacb0\uc815\uacfc \uac1c\uc120\ub41c \uc11c\ube44\uc2a4 \uc81c\uacf5\uc73c\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc21c \ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong>: NPS\ub97c \ucd94\uc801\ud558\uba74 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \ucd94\ucc9c \uac00\ub2a5\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\uba70, \uc774\ub294 \ube44\uc988\ub2c8\uc2a4 \uc131\uc7a5\uc5d0 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc774 KPI\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 \uc9c0\uc6d0 \ud300\uc740 \uc131\uacfc\ub97c \ud5a5\uc0c1\uc2dc\ucf1c \ub354 \ub098\uc740 \uace0\uac1d \uacbd\ud5d8\uacfc \uc99d\uac00\ub41c \ucda9\uc131\ub3c4\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc9c0\uc6d0 \uc804\ub7b5 \ucd5c\uc801\ud654\uc5d0 \ub300\ud55c \ub354 \ub9ce\uc740 \ud1b5\ucc30\ub825\uc744 \uc5bb\uc73c\ub824\uba74 <a href=\"https:\/\/messengerbot.app\/ko\/%ec%9b%90%ed%99%9c%ed%95%9c-%ec%83%81%ed%98%b8%ec%9e%91%ec%9a%a9%ec%9d%84-%ec%9c%84%ed%95%9c-go-%ec%b1%97%eb%b4%87-%ec%a0%84%eb%9e%b5%ec%9c%bc%eb%a1%9c-%ea%b3%a0%ea%b0%9d-%ec%b0%b8%ec%97%ac-%ea%b7%b9\/\">\ucc57\ubd07\uc744 \ud1b5\ud55c \uace0\uac1d \ucc38\uc5ec \uadf9\ub300\ud654<\/a> \uadf8\ub9ac\uace0 <a href=\"https:\/\/messengerbot.app\/ko\/%ec%98%a8%eb%9d%bc%ec%9d%b8-ai-%ec%b1%97%eb%b4%87%ec%9d%84-%ed%86%b5%ed%95%9c-%ea%b3%a0%ea%b0%9d-%ec%b0%b8%ec%97%ac-%ed%98%81%ec%8b%a0-%ec%9d%b8%ea%b3%b5%ec%a7%80%eb%8a%a5-%ec%b1%97-%ec%86%94\/\">AI \ucc57\ubd07\uc744 \ud1b5\ud55c \uace0\uac1d \ucc38\uc5ec \ud601\uc2e0<\/a>.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/07\/kpis-for-support-teams-335100.avif\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\uc9c0\uc6d0 \uc11c\ube44\uc2a4\uc758 KPI\ub780?<\/h2>\n<p>\uc9c0\uc6d0 \uc11c\ube44\uc2a4\uc758 \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \uc870\uc9c1\uc774 \uc9c0\uc6d0 \ud300\uc758 \ud6a8\uc728\uc131\uacfc \ud6a8\uacfc\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\ub294 \ud544\uc218 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ud2b9\uc815 KPI\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 \uae30\uc5c5\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4, \uc6b4\uc601 \uc131\uacfc \ubc0f \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc5d0 \ub300\ud55c \ud1b5\ucc30\ub825\uc744 \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub97c \uc774\ud574\ud558\ub294 \uac83\uc740 \uc9c0\uc6d0 \ud504\ub85c\uc138\uc2a4\ub97c \ucd5c\uc801\ud654\ud558\uace0 \uc804\ubc18\uc801\uc778 \uace0\uac1d \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4.<\/p>\n<h3>\uae30\uc220 \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI<\/h3>\n<p>\uae30\uc220 \uc9c0\uc6d0 \ud300\uc758 KPI\ub294 \uadf8\ub4e4\uc774 \uc9c1\uba74\ud55c \uace0\uc720\ud55c \ubb38\uc81c\ub97c \uce21\uc815\ud558\ub3c4\ub85d \ub9de\ucda4\ud654\ub429\ub2c8\ub2e4. \uc911\uc694\ud55c KPI\uc5d0\ub294 \ub2e4\uc74c\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \ud1b5\ud654 \ud574\uacb0\ub960(FCR)<\/strong>: \uc774\ub294 \uccab \ubc88\uc9f8 \uc5f0\ub77d \uc2dc \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc744 \ub098\ud0c0\ub0b4\uba70, \ud300\uc758 \ud6a8\uc728\uc131\uc744 \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ud3c9\uade0 \ud2f0\ucf13 \ud574\uacb0 \uc2dc\uac04<\/strong>: \uc774\ub294 \uc9c0\uc6d0 \ud2f0\ucf13\uc744 \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud558\uc5ec \ud504\ub85c\uc138\uc2a4 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc90d\ub2c8\ub2e4.<\/li>\n<li><strong>\uc11c\ube44\uc2a4 \uac00\ub3d9 \uc2dc\uac04<\/strong>: \uae30\uc220 \ud300\uc5d0 \uc911\uc694\ud558\uba70, \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d\uc5d0\uac8c \uc81c\uacf5\ub418\ub294 \uc11c\ube44\uc2a4\uc758 \uc2e0\ub8b0\uc131\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\ub2e4\uc74c\uacfc \uac19\uc740 \ub3c4\uad6c\ub97c \ud65c\uc6a9\ud558\uba74 <a href=\"https:\/\/messengerbot.app\/ko\/\">\uba54\uc2e0\uc800 \ubd07<\/a> \uc751\ub2f5\uc744 \uc790\ub3d9\ud654\ud558\uace0 \ud574\uacb0 \uc2dc\uac04\uc744 \uac1c\uc120\ud568\uc73c\ub85c\uc368 \uc774\ub7ec\ud55c KPI\ub97c \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \ucd5c\uace0\uc758 KPI<\/h3>\n<p>\uc9c0\uc6d0 \ud300\uc5d0 \uac00\uc7a5 \uc801\ud569\ud55c KPI\ub97c \uc2dd\ubcc4\ud558\ub294 \uac83\uc740 \uc131\uacfc\uc640 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\ub294 \uc9c0\ud45c\uc5d0 \uc9d1\uc911\ud558\ub294 \uac83\uc744 \ud3ec\ud568\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uac00\uc7a5 \ud6a8\uacfc\uc801\uc778 KPI \uc911 \uc77c\ubd80\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: \uc774 \uc810\uc218\ub294 \uace0\uac1d\uc758 \uc9c0\uc6d0 \uacbd\ud5d8\uc5d0 \ub300\ud55c \uc9c1\uc811\uc801\uc778 \ud53c\ub4dc\ubc31\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc21c \ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \uc11c\ube44\uc2a4\ub97c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc744 \uce21\uc815\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c1\uc6d0 \ub9cc\uc871\ub3c4<\/strong>: \ud589\ubcf5\ud55c \uc9c1\uc6d0\uc740 \uc885\uc885 \ub354 \ub098\uc740 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc73c\ub85c \uc774\uc5b4\uc9c0\ubbc0\ub85c \uc774\ub294 \uc911\uc694\ud55c KPI\uc785\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc9c0\uc6d0 \uc9c0\ud45c\uc5d0 \ub300\ud55c \ud3ec\uad04\uc801\uc778 \uc774\ud574\ub97c \uc704\ud574 \uc870\uc9c1\uc740 <a href=\"https:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \uadf8\ub9ac\uace0 <a href=\"https:\/\/www.servicenow.com\" target=\"_blank\" rel=\"noopener\">ServiceNow<\/a> \uc5c5\uacc4 \ubca4\uce58\ub9c8\ud06c \ubc0f \ubaa8\ubc94 \uc0ac\ub840\ub97c \ud0d0\uc0c9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uc131\uacfc \ud300\uc758 KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\uace0\uc131\uacfc \ud300\uc758 \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c(KPI)\ub97c \uc774\ud574\ud558\ub294 \uac83\uc740 \uc131\uacf5\uc744 \uce21\uc815\ud558\uace0 \uc9c0\uc18d\uc801\uc778 \uac1c\uc120\uc744 \ucd94\uc9c4\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub294 \ud300\uc758 \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc904 \ubfd0\ub9cc \uc544\ub2c8\ub77c, \uadf8\ub4e4\uc758 \ubaa9\ud45c\ub97c \ub354 \ub113\uc740 \uc870\uc9c1 \ubaa9\ud45c\uc640 \uc77c\uce58\uc2dc\ud0a4\ub294 \ub370\uc5d0\ub3c4 \uae30\uc5ec\ud569\ub2c8\ub2e4. \uc9c0\uc6d0 \ud300\uc758 \uc131\uacfc\uc5d0 \uc911\ub300\ud55c \uc601\ud5a5\uc744 \ubbf8\uce60 \uc218 \uc788\ub294 \uba87 \uac00\uc9c0 \uc911\uc694\ud55c KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc758 KPI<\/h3>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc758 \uacbd\uc6b0, KPI\ub294 \uace0\uac1d\uc758 \uc694\uad6c\uc640 \uae30\ub300\ub97c \uc5bc\ub9c8\ub098 \ud6a8\uacfc\uc801\uc73c\ub85c \ucda9\uc871\ud558\ub294\uc9c0\ub97c \ud3c9\uac00\ud558\ub294 \ub370 \uc911\uc694\ud569\ub2c8\ub2e4. \uc8fc\uc694 \uc9c0\ud45c\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \uc751\ub2f5 \uc2dc\uac04:<\/strong> \uace0\uac1d\uc774 \ucd08\uae30 \uc751\ub2f5\uc744 \ubc1b\ub294 \ub370 \uac78\ub9b0 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc9e7\uc740 \uc751\ub2f5 \uc2dc\uac04\uc740 \uc885\uc885 \ub354 \ub192\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uc5f0\uad00\ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\ud574\uacb0 \ube44\uc728:<\/strong> \uc774 KPI\ub294 \uccab \ubc88\uc9f8 \uc5f0\ub77d\uc5d0\uc11c \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \uace0\uc131\uacfc \ud300\uc740 \uc77c\ubc18\uc801\uc73c\ub85c 70% \uc774\uc0c1\uc758 \ud574\uacb0\ub960\uc744 \ubaa9\ud45c\ub85c \ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218 (CSAT):<\/strong> \uc774 \uc810\uc218\ub294 \uc81c\uacf5\ub41c \uc11c\ube44\uc2a4\uc5d0 \ub300\ud55c \uace0\uac1d\uc758 \ub9cc\uc871\ub3c4\ub97c \ubc18\uc601\ud569\ub2c8\ub2e4. \uace0\uc131\uacfc \ud300\uc740 \uc885\uc885 85% \uc774\uc0c1\uc758 \uc810\uc218\ub97c \ub2ec\uc131\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc774\ub7ec\ud55c KPI\ub97c \ud65c\uc6a9\ud558\uba74 \uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc774 \ud504\ub85c\uc138\uc2a4\ub97c \uac1c\uc120\ud558\uace0 \uc804\ubc18\uc801\uc778 \uace0\uac1d \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc73c\uba70, \uad81\uadf9\uc801\uc73c\ub85c \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \uc720\uc9c0\uc728\uc744 \ub192\uc774\ub294 \ub370 \uae30\uc5ec\ud569\ub2c8\ub2e4.<\/p>\n<h3>\uc9c0\uc6d0 KPI \uc608\uc2dc<\/h3>\n<p>\uc9c0\uc6d0 KPI\ub294 \ub2e4\uc591\ud55c \uae30\ub2a5\uc758 \uc9c0\uc6d0 \ud300\uc758 \ud6a8\uacfc\uc131\uc744 \ud3c9\uac00\ud558\uae30 \uc704\ud55c \ud504\ub808\uc784\uc6cc\ud06c\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uba87 \uac00\uc9c0 \uc608\uc2dc\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04 (AHT):<\/strong> \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ud488\uc9c8\uc744 \uc720\uc9c0\ud558\uba74\uc11c AHT\ub97c \ub0ae\uac8c \uc720\uc9c0\ud558\ub294 \uac83\uc774 \ud6a8\uc728\uc131\uc5d0 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc21c\ucd94\ucc9c\uc9c0\uc218(NPS):<\/strong> \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \uc11c\ube44\uc2a4\ub97c \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 NPS \uc810\uc218\ub294 \uac15\ud55c \uace0\uac1d \uad00\uacc4\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c1\uc6d0 \ucc38\uc5ec \uc810\uc218:<\/strong> \ucc38\uc5ec\ud558\ub294 \uc9c1\uc6d0\uc740 \ub354 \ub098\uc740 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc5d0 \uae30\uc5ec\ud569\ub2c8\ub2e4. \uc131\uacfc\uac00 \ub192\uc740 \ud300\uc740 \uc885\uc885 80% \uc774\uc0c1\uc758 \ucc38\uc5ec \uc810\uc218\ub97c \ub2ec\uc131\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc774\ub7ec\ud55c \uc9c0\uc6d0 KPI \uc608\uc5d0 \uc9d1\uc911\ud568\uc73c\ub85c\uc368 \uc870\uc9c1\uc740 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\uace0 \uc9c0\uc6d0 \ud300 \ub0b4\uc5d0\uc11c \uc6b0\uc218\uc131 \ubb38\ud654\ub97c \uc870\uc131\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\ucc44\ud305 \uc9c0\uc6d0\uc758 KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\ucc44\ud305 \uc9c0\uc6d0\uc758 \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \uc870\uc9c1\uc774 \uace0\uac1d \uc11c\ube44\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc758 \ud6a8\uacfc\uc131\uacfc \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\ub294 \ud544\uc218 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ubaa8\ub2c8\ud130\ub9c1\ud574\uc57c \ud560 \uc8fc\uc694 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0(FCR)<\/strong>: \uc774 KPI\ub294 \uccab \ubc88\uc9f8 \ucc44\ud305 \uc0c1\ud638\uc791\uc6a9 \uc911\uc5d0 \ud574\uacb0\ub41c \uace0\uac1d \ubb38\uc758\uc758 \ube44\uc728\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 FCR\uc740 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uc744 \ub098\ud0c0\ub0b4\uba70, \ud6c4\uc18d \uc5f0\ub77d\uc758 \ud544\uc694\uc131\uc744 \uc904\uc785\ub2c8\ub2e4. \uace0\uac1d \uc5f0\ub77d \uc13c\ud130\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, FCR\uc744 \uac1c\uc120\ud558\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \ucda9\uc131\ub3c4\uac00 \uc99d\uac00\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uc0c1\ub2f4\uc6d0\uc774 \uace0\uac1d \ubb38\uc758\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ub354 \ube60\ub978 \uc751\ub2f5 \uc2dc\uac04\uc740 \ub354 \ub192\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uc0c1\uad00\uad00\uacc4\uac00 \uc788\uc2b5\ub2c8\ub2e4. Zendesk\uc758 \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, 10\ubd84 \uc774\ub0b4\uc758 \uc751\ub2f5 \uc2dc\uac04\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \ud06c\uac8c \ud5a5\uc0c1\uc2dc\ud0b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ucc44\ud305 \uc9c0\uc18d \uc2dc\uac04<\/strong>: \uc774 KPI\ub294 \ucc44\ud305 \uc0c1\ud638\uc791\uc6a9\uc758 \ud3c9\uade0 \uae38\uc774\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ub354 \uae34 \ucc44\ud305\uc740 \ubcf5\uc7a1\ud55c \ubb38\uc81c\ub97c \ub098\ud0c0\ub0bc \uc218 \uc788\uc9c0\ub9cc, \uc9c0\ub098\uce58\uac8c \uae34 \uc2dc\uac04\uc740 \ube44\ud6a8\uc728\uc131\uc744 \uc2dc\uc0ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ucc44\ud305 \uc9c0\uc18d \uc2dc\uac04\uacfc \ud574\uacb0 \ud488\uc9c8\uc758 \uade0\ud615\uc744 \ub9de\ucd94\ub294 \uac83\uc774 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uc744 \uc704\ud574 \uc911\uc694\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: \ucc44\ud305 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \uc810\uc218\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \uace0\uac1d\uc5d0\uac8c \uacbd\ud5d8\uc744 \ud3c9\uac00\ud558\ub3c4\ub85d \uc694\uccad\ud558\ub294 \uac04\ub2e8\ud55c \uc9c8\ubb38\uc5d0\uc11c \ud30c\uc0dd\ub429\ub2c8\ub2e4. \ub192\uc740 CSAT \uc810\uc218\ub294 \uc131\uacf5\uc801\uc778 \uc0c1\ud638\uc791\uc6a9\uc744 \ubc18\uc601\ud558\uba70 \uc11c\ube44\uc2a4 \ud488\uc9c8 \uac1c\uc120\uc5d0 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc774\uc804\ud2b8 \ud65c\uc6a9\ub960<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uc0c1\ub2f4\uc6d0\uc774 \ucc44\ud305 \uc9c0\uc6d0\uc5d0 \uc801\uadf9\uc801\uc73c\ub85c \ucc38\uc5ec\ud55c \uc2dc\uac04\uacfc \ub300\uae30 \uc2dc\uac04\uc758 \ube44\uc728\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc774 \ube44\uc728\uc744 \ucd5c\uc801\ud654\ud558\uba74 \uc790\uc6d0\uc774 \ud6a8\uacfc\uc801\uc73c\ub85c \ud65c\uc6a9\ub418\uc5b4 \uc11c\ube44\uc2a4 \uc218\uc900\uc774 \ud5a5\uc0c1\ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\ud2f0\ucf13 \uc218\ub7c9<\/strong>: \ucc44\ud305 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \uc0dd\uc131\ub41c \ud2f0\ucf13 \uc218\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \uace0\uac1d \ubb38\uc758\uc758 \ucd94\uc138\uc640 \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4 \uc81c\uacf5\uc5d0\uc11c \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc7a0\uc7ac\uc801 \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5d0\uc2a4\uceec\ub808\uc774\uc158 \ube44\uc728<\/strong>: \uc774 KPI\ub294 \ub354 \ub192\uc740 \uc218\uc900\uc758 \uc9c0\uc6d0\uc73c\ub85c \uc5d0\uc2a4\uceec\ub808\uc774\uc158\uc774 \ud544\uc694\ud55c \ucc44\ud305\uc758 \ube44\uc728\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ub192\uc740 \uc5d0\uc2a4\uceec\ub808\uc774\uc158 \ube44\uc728\uc740 \uc0c1\ub2f4\uc6d0\uc774 \ucd94\uac00 \uad50\uc721\uc774 \ud544\uc694\ud558\uac70\ub098 \ubc18\ubcf5\uc801\uc778 \ubb38\uc81c\uac00 \ud574\uacb0\ub418\uc5b4\uc57c \ud568\uc744 \ub098\ud0c0\ub0bc \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\ub2e4\uc74c\uacfc \uac19\uc740 \ub3c4\uad6c\ub97c \ud1b5\ud569\ud558\uba74 <a href=\"https:\/\/messengerbot.app\/ko\/\">\uba54\uc2e0\uc800 \ubd07<\/a> \uc790\uc8fc \ubb3b\ub294 \uc9c8\ubb38\uc5d0 \ub300\ud55c \uc751\ub2f5\uc744 \uc790\ub3d9\ud654\ud558\uc5ec \ucc44\ud305 \uc9c0\uc6d0\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc73c\uba70, \uc774\ub97c \ud1b5\ud574 \ud6a8\uc728\uc131\uc744 \ub192\uc774\uace0 \uc778\uac04 \uc0c1\ub2f4\uc6d0\uc774 \ub354 \ubcf5\uc7a1\ud55c \ubb38\uc758\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4. Gartner\uc758 \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74, 2025\ub144\uae4c\uc9c0 \uace0\uac1d \uc11c\ube44\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc758 75%\uac00 AI\uc5d0 \uc758\ud574 \uc9c0\uc6d0\ub420 \uac83\uc774\uba70, \uc5ec\uae30\uc5d0\ub294 \uc751\ub2f5 \uc2dc\uac04\uc744 \ud06c\uac8c \uac1c\uc120\ud558\uace0 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc77c \uc218 \uc788\ub294 \ucc57\ubd07\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4.<\/p>\n<h2>\uc9c0\uc6d0 \ud300 KPI \ud15c\ud50c\ub9bf<\/h2>\n<p>\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI\uc758 \uad6c\uc870\ud654\ub41c \ud15c\ud50c\ub9bf\uc744 \ub9cc\ub4dc\ub294 \uac83\uc740 \uc131\uacfc \ucd94\uc801\uc744 \uac04\uc18c\ud654\ud558\uace0 \uc804\ubc18\uc801\uc778 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\ub824\ud574\uc57c \ud560 \uac04\ub2e8\ud55c \ud504\ub808\uc784\uc6cc\ud06c\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc131\uacfc \uc9c0\ud45c<\/strong>: \ud6a8\uacfc\uc131\uc744 \uce21\uc815\ud558\uae30 \uc704\ud574 FCR, \ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04 \ubc0f CSAT\uc640 \uac19\uc740 \uc8fc\uc694 \uc9c0\ud45c\ub97c \uc815\uc758\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ubcf4\uace0 \ube48\ub3c4<\/strong>: \uc774\ub7ec\ud55c \uc9c0\ud45c\uac00 \uc5bc\ub9c8\ub098 \uc790\uc8fc \uac80\ud1a0\ub420\uc9c0\ub97c \uc124\uc815\ud569\ub2c8\ub2e4. - \ub9e4\uc77c, \ub9e4\uc8fc \ub610\ub294 \ub9e4\uc6d4.<\/li>\n<li><strong>\ubaa9\ud45c \ubc0f \uae30\uc900<\/strong>: \ud300 \uc131\uacfc \ubc0f \uac1c\uc120 \ub178\ub825\uc744 \uc548\ub0b4\ud558\uae30 \uc704\ud574 \uac01 KPI\uc5d0 \ub300\ud55c \uad6c\uccb4\uc801\uc778 \ubaa9\ud45c\ub97c \uc124\uc815\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ud53c\ub4dc\ubc31 \uba54\ucee4\ub2c8\uc998<\/strong>: \uace0\uac1d\uacfc \uc9c0\uc6d0 \uc5d0\uc774\uc804\ud2b8 \ubaa8\ub450\ub85c\ubd80\ud130 \ud53c\ub4dc\ubc31\uc744 \uc218\uc9d1\ud558\ub294 \uc2dc\uc2a4\ud15c\uc744 \uad6c\ud604\ud558\uc5ec \ud504\ub85c\uc138\uc2a4\ub97c \uc9c0\uc18d\uc801\uc73c\ub85c \uac1c\uc120\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uad50\uc721 \ubc0f \uac1c\ubc1c<\/strong>: KPI \uacb0\uacfc\ub97c \uae30\ubc18\uc73c\ub85c \ucd94\uac00 \uad50\uc721\uc774 \ud544\uc694\ud560 \uc218 \uc788\ub294 \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud569\ub2c8\ub2e4. \ud2b9\ud788 \uc5d0\uc2a4\uceec\ub808\uc774\uc158 \ube44\uc728\uacfc \uac19\uc740 \uc9c0\ud45c\uc5d0 \ub300\ud574.<\/li>\n<\/ul>\n<p>\uc774\ub97c \ud65c\uc6a9\ud558\uc5ec <a href=\"https:\/\/messengerbot.app\/ko\/free-trial-offer\/\">\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI \ud15c\ud50c\ub9bf<\/a> \uc9c0\uc6d0 \ud300\uc774 \ub6f0\uc5b4\ub09c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \ub370 \uc9d1\uc911\ud558\uba74\uc11c \uc9c0\uc18d\uc801\uc73c\ub85c \uc131\uacfc\ub97c \uac1c\uc120\ud558\ub3c4\ub85d \ub3c4\uc640\uc904 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/07\/kpis-for-support-teams-421494.png\" alt=\"\" title=\"\"><\/img><\/p>\n<h2>\uad00\ub9ac \uc9c0\uc6d0\uc758 KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\uad00\ub9ac \uc9c0\uc6d0\uc758 KPI\ub97c \uc774\ud574\ud558\ub294 \uac83\uc740 \uc131\uacfc\ub97c \ucd5c\uc801\ud654\ud558\uace0 \uc9c0\uc6d0 \ud300\uc774 \ud6a8\uc728\uc801\uc73c\ub85c \uc6b4\uc601\ub418\ub3c4\ub85d \ubcf4\uc7a5\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub294 \uad00\ub9ac \uae30\ub2a5\uc758 \ud6a8\uacfc\uc131\uacfc \uc804\uccb4 \ube44\uc988\ub2c8\uc2a4 \uc6b4\uc601\uc5d0 \ubbf8\uce58\ub294 \uc601\ud5a5\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \uace0\ub824\ud574\uc57c \ud560 \uba87 \uac00\uc9c0 \uc8fc\uc694 KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc751\ub2f5 \uc2dc\uac04:<\/strong> \uc774 \uc9c0\ud45c\ub294 \uad00\ub9ac \uc9c0\uc6d0\uc774 \ubb38\uc758\ub098 \uc694\uccad\uc5d0 \uc5bc\ub9c8\ub098 \ube60\ub974\uac8c \uc751\ub2f5\ud558\ub294\uc9c0\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \uc751\ub2f5 \uc2dc\uac04\uc774 \uc9e7\uc744\uc218\ub85d \ub354 \ud6a8\uc728\uc801\uc778 \uc9c0\uc6d0 \ud300\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc791\uc5c5 \uc644\ub8cc\uc728:<\/strong> \uc774 KPI\ub294 \uc9c0\uc815\ub41c \uc2dc\uac04 \ub0b4\uc5d0 \uc644\ub8cc\ub41c \uc791\uc5c5\uc758 \ube44\uc728\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ub192\uc740 \uc644\ub8cc\uc728\uc740 \ud6a8\uacfc\uc801\uc778 \uc2dc\uac04 \uad00\ub9ac\uc640 \uc6b0\uc120 \uc21c\uc704 \uc9c0\uc815\uc744 \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218 (CSAT):<\/strong> \uad00\ub9ac \uc9c0\uc6d0\uc740 \uace0\uac1d \ub9cc\uc871\uc5d0\ub3c4 \uc9d1\uc911\ud574\uc57c \ud569\ub2c8\ub2e4. \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud55c \uc815\uae30\uc801\uc778 \ud53c\ub4dc\ubc31\uc740 \ub9cc\uc871 \uc218\uc900\uc744 \uce21\uc815\ud558\uace0 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc624\ub958\uc728:<\/strong> \uc774 \uc9c0\ud45c\ub294 \uad00\ub9ac \uc791\uc5c5\uc5d0\uc11c\uc758 \uc624\ub958 \ube48\ub3c4\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. \ub0ae\uc740 \uc624\ub958\uc728\uc740 \uc9c0\uc6d0 \uae30\ub2a5\uc758 \uc815\ud655\uc131\uacfc \uc2e0\ub8b0\uc131\uc774 \ub192\uc74c\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud65c\uc6a9\ub960:<\/strong> \uc774 \uc9c0\ud45c\ub294 \uad00\ub9ac \uc9c1\uc6d0\uc774 \uc0dd\uc0b0\uc801\uc778 \uc791\uc5c5\uc5d0 \uc18c\ube44\ud558\ub294 \uc2dc\uac04\uc758 \ube44\uc728\uc744 \uc804\uccb4 \uac00\uc6a9 \uc2dc\uac04\uacfc \ube44\uad50\ud558\uc5ec \uce21\uc815\ud569\ub2c8\ub2e4. \uc774 \ube44\uc728\uc744 \ucd5c\uc801\ud654\ud558\uba74 \uc790\uc6d0 \ubc30\ubd84\uc774 \uac1c\uc120\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3>\uc9c0\uc6d0 \ud300\uc758 KPI \uc608\uc2dc<\/h3>\n<p>\uad00\ub9ac \uc9c0\uc6d0\uc5d0\uc11c KPI\uc758 \uc801\uc6a9\uc744 \uc124\uba85\ud558\uae30 \uc704\ud574, \ub2e4\uc74c\uc740 \uba87 \uac00\uc9c0 \uc2e4\uc6a9\uc801\uc778 \uc608\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \uc751\ub2f5 \uc2dc\uac04(FRT):<\/strong> \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uae30 \uc704\ud574 5\ubd84 \uc774\ud558\uc758 FRT\ub97c \ubaa9\ud45c\ub85c \ud558\uc138\uc694.<\/li>\n<li><strong>\ud3c9\uade0 \ud574\uacb0 \uc2dc\uac04 (ART):<\/strong> \ub192\uc740 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \uc720\uc9c0\ud558\uae30 \uc704\ud574 24\uc2dc\uac04 \uc774\ud558\uc758 ART\ub97c \ubaa9\ud45c\ub85c \ud558\uc138\uc694.<\/li>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0(FCR):<\/strong> \ud6a8\uacfc\uc801\uc778 \ubb38\uc81c \ud574\uacb0\uc744 \ubcf4\uc7a5\ud558\uae30 \uc704\ud574 70% \uc774\uc0c1\uc758 FCR \ube44\uc728\uc744 \ubaa9\ud45c\ub85c \ud558\uc138\uc694.<\/li>\n<li><strong>\uace0\uac1d \ub178\ub825 \uc810\uc218 (CES):<\/strong> \ub354 \uc6d0\ud65c\ud55c \uace0\uac1d \uacbd\ud5d8\uc744 \ub9cc\ub4e4\uae30 \uc704\ud574 CES\ub97c \uc904\uc774\uae30 \uc704\ud574 \ub178\ub825\ud558\uc138\uc694.<\/li>\n<li><strong>\uc140\ud504 \uc11c\ube44\uc2a4 \uc0ac\uc6a9:<\/strong> \uace0\uac1d\uc5d0\uac8c \uad8c\ud55c\uc744 \ubd80\uc5ec\ud558\uace0 \uc9c0\uc6d0 \ubd80\ub2f4\uc744 \uc904\uc774\uae30 \uc704\ud574 \uc140\ud504 \uc11c\ube44\uc2a4 \uc635\uc158\uc758 \uc0ac\uc6a9\uc744 \uc7a5\ub824\ud558\uc138\uc694.<\/li>\n<\/ul>\n<p>\uc774\ub7ec\ud55c <a href=\"https:\/\/messengerbot.app\/ko\/free-trial-offer\/\">\uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI<\/a>, \uc870\uc9c1\uc740 \uad00\ub9ac \uc9c0\uc6d0 \uae30\ub2a5\uc744 \uac15\ud654\ud558\uace0 \uc804\ubc18\uc801\uc778 \ube44\uc988\ub2c8\uc2a4 \uc131\uacf5\uc744 \uc774\ub04c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uad00\ub9ac \uc9c0\uc6d0\uc744 \uc704\ud55c KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\uad00\ub9ac \uc9c0\uc6d0\uc744 \uc704\ud55c \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \ud6a8\uc728\uc131, \ud6a8\uacfc\uc131 \ubc0f \uc804\ubc18\uc801\uc778 \uc131\uacfc\ub97c \uce21\uc815\ud558\ub294 \ub370 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\ud45c\ub294 \uc870\uc9c1\uc774 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \uc2dd\ubcc4\ud558\uace0 \uad00\ub9ac \ud300\uc774 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc640 \uc77c\uce58\ud558\ub3c4\ub85d \ubcf4\uc7a5\ud558\ub294 \ub370 \ub3c4\uc6c0\uc744 \uc90d\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uad00\ub9ac \uc9c0\uc6d0\uc744 \uc704\ud55c \uba87 \uac00\uc9c0 \uc911\uc694\ud55c KPI\uc785\ub2c8\ub2e4:<\/p>\n<ol>\n<li><strong>\ud3c9\uade0 \uc791\uc5c5 \uc644\ub8cc \uc2dc\uac04<\/strong>: \uc774 KPI\ub294 \ud589\uc815 \uc791\uc5c5\uc744 \uc644\ub8cc\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \ud3c9\uade0\uc774 \ub0ae\uc744\uc218\ub85d \ud6a8\uc728\uc131\uacfc \ud6a8\uacfc\uc801\uc778 \uc2dc\uac04 \uad00\ub9ac\uac00 \uc774\ub8e8\uc5b4\uc84c\uc74c\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc624\ub958 \ube44\uc728<\/strong>: \ud589\uc815 \uc791\uc5c5\uc5d0\uc11c\uc758 \uc624\ub958 \uc218\ub97c \ucd94\uc801\ud558\uba74 \uc791\uc5c5 \ud488\uc9c8\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \ub0ae\uc740 \uc624\ub958\uc728\uc740 \ub354 \ub192\uc740 \uc815\ud655\uc131\uacfc \uc138\ubd80 \uc0ac\ud56d\uc5d0 \ub300\ud55c \uc8fc\uc758\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc790\uc6d0 \ud65c\uc6a9\ub3c4<\/strong>: \uc774 KPI\ub294 \uc790\uc6d0(\uc778\uc801, \uc7ac\uc815\uc801, \uae30\uc220\uc801)\uc774 \uc5bc\ub9c8\ub098 \ud6a8\uacfc\uc801\uc73c\ub85c \uc0ac\uc6a9\ub418\uace0 \uc788\ub294\uc9c0\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. \ub192\uc740 \uc790\uc6d0 \ud65c\uc6a9\ub3c4\ub294 \ucd5c\uc801\uc758 \uc131\uacfc\uc640 \ube44\uc6a9 \ud6a8\uc728\uc131\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc5ec\ud589 \ubc0f \ube44\uc6a9 \ubcf4\uace0\uc11c \ucc98\ub9ac \uc2dc\uac04<\/strong>: \uc774\ub294 \uc5ec\ud589 \ubc0f \ube44\uc6a9 \ubcf4\uace0\uc11c\ub97c \ucc98\ub9ac\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc774 \ud504\ub85c\uc138\uc2a4\ub97c \uac04\uc18c\ud654\ud558\uba74 \uc9c1\uc6d0 \ub9cc\uc871\ub3c4\ub97c \ub192\uc774\uace0 \ud589\uc815 \uc624\ubc84\ud5e4\ub4dc\ub97c \uc904\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\ubb38\uc758\uc5d0 \ub300\ud55c \ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04<\/strong>: \uc774 KPI\ub294 \ud589\uc815 \uc9c1\uc6d0\uc774 \ubb38\uc758\uc5d0 \uc5bc\ub9c8\ub098 \ube68\ub9ac \uc751\ub2f5\ud558\ub294\uc9c0\ub97c \ucd94\uc801\ud569\ub2c8\ub2e4. \ube60\ub978 \uc751\ub2f5 \uc2dc\uac04\uc740 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\uc744 \uac1c\uc120\ud558\uace0 \uc804\ubc18\uc801\uc778 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \ud5a5\uc0c1\uc2dc\ud0b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \ud3c9\uac00 KPI<\/strong>: \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc870\uc0ac\ub098 \ud53c\ub4dc\ubc31 \uc591\uc2dd\uc744 \ud1b5\ud574 \uce21\uc815\ud558\uba74 \uace0\uac1d\uc758 \uc694\uad6c\ub97c \ucda9\uc871\ud558\ub294 \uad00\ub9ac \uc9c0\uc6d0\uc758 \ud6a8\uacfc\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uad00\ub9ac \ud504\ub85c\uc138\uc2a4\uc758 \uc0ac\uc774\ud074 \ud0c0\uc784<\/strong>: \uc774 KPI\ub294 \ud2b9\uc815 \uad00\ub9ac \ud504\ub85c\uc138\uc2a4\ub97c \uc2dc\uc791\ubd80\ud130 \ub05d\uae4c\uc9c0 \uc644\ub8cc\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ucd1d \uc2dc\uac04\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc0ac\uc774\ud074 \ud0c0\uc784\uc744 \uc904\uc774\uba74 \ud6a8\uc728\uc131\uc774 \ud5a5\uc0c1\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uac70\ub798\ub2f9 \ube44\uc6a9<\/strong>: \uc774\ub294 \uac01 \uad00\ub9ac \uac70\ub798\uc5d0 \ubc1c\uc0dd\ud558\ub294 \ucd1d \ube44\uc6a9\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc774 \ube44\uc6a9\uc744 \ub0ae\ucd94\uba74 \uc804\uccb4 \uc608\uc0b0\uacfc \uc790\uc6d0 \ubc30\ubd84\uc5d0 \uc0c1\ub2f9\ud55c \uc601\ud5a5\uc744 \ubbf8\uce60 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c1\uc6d0 \ub9cc\uc871\ub3c4 \ubc0f \ucc38\uc5ec\ub3c4<\/strong>: \uad00\ub9ac \ud300 \ub0b4 \uc9c1\uc6d0 \ub9cc\uc871\ub3c4\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \uc0ac\uae30\uc640 \uc0dd\uc0b0\uc131\uc5d0 \ub300\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud558\uc5ec \uc804\uccb4 \uc131\uacfc\uc5d0 \uc601\ud5a5\uc744 \ubbf8\uce60 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc900\uc218 \ubc0f \uac10\uc0ac \uc810\uc218<\/strong>: \uc815\uae30\uc801\uc778 \uac10\uc0ac \ubc0f \uc900\uc218 \uc810\uac80\uc740 \uad00\ub9ac \ud504\ub85c\uc138\uc2a4\uac00 \uaddc\uc815 \ubc0f \uae30\uc900\uc744 \uc900\uc218\ud558\ub3c4\ub85d \ubcf4\uc7a5\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\uba70, \uc870\uc9c1\uc758 \ubb34\uacb0\uc131\uc744 \uc720\uc9c0\ud569\ub2c8\ub2e4.<\/li>\n<\/ol>\n<p>\uc774 KPI\ub97c \uad00\ub9ac \uc9c0\uc6d0 \uc804\ub7b5\uc5d0 \ud1b5\ud569\ud558\uba74 \uc131\uacfc\uac00 \ud5a5\uc0c1\ub418\uace0 \uc870\uc9c1 \ubaa9\ud45c\uc640\uc758 \uc815\ub82c\uc774 \uac15\ud654\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ucd94\uac00 \ud1b5\ucc30\ub825\uc744 \uc5bb\uc73c\ub824\uba74 <a href=\"https:\/\/www.iaap-hq.org\/\" target=\"_blank\" rel=\"noopener\">\ud589\uc815 \uc804\ubb38\uac00 \uad6d\uc81c \ud611\ud68c (IAAP)<\/a> \ubc0f <a href=\"https:\/\/www.asaporg.com\/\" target=\"_blank\" rel=\"noopener\">\ud589\uc815 \uc804\ubb38\uac00 \ubbf8\uad6d \ud611\ud68c (ASAP)<\/a>, \ud589\uc815 \uc6b0\uc218\uc131\uc744 \uc704\ud55c \uadc0\uc911\ud55c \uc9c0\uce68\uacfc \uae30\uc900\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<h3>\uc9c0\uc6d0 \ud300\uc758 KPI \uc608\uc2dc<\/h3>\n<p>\uc9c0\uc6d0 \ud300\uc758 \uc131\uacfc\ub97c \ud3c9\uac00\ud560 \ub54c, \uadf8\ub4e4\uc758 \uace0\uc720\ud55c \uae30\ub2a5\uc744 \ubc18\uc601\ud558\ub294 \ud2b9\uc815 KPI\ub97c \uad6c\ud604\ud558\ub294 \uac83\uc774 \uc911\uc694\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \ud6a8\uacfc\uc801\uc778 KPI\uc758 \uba87 \uac00\uc9c0 \uc608\uc785\ub2c8\ub2e4:<\/p>\n<ol>\n<li><strong>\uccab \uc751\ub2f5 \uc2dc\uac04<\/strong>: \uc9c0\uc6d0 \ud300\uc774 \uace0\uac1d \ubb38\uc758\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc751\ub2f5 \uc2dc\uac04\uc774 \uc9e7\uc744\uc218\ub85d \ub354 \ub098\uc740 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud574\uacb0\ub960<\/strong>: \uc774 KPI\ub294 \uccab \ubc88\uc9f8 \uc811\ucd09\uc5d0\uc11c \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc744 \ucd94\uc801\ud569\ub2c8\ub2e4. \ub192\uc740 \ud574\uacb0 \ube44\uc728\uc740 \ud6a8\uacfc\uc801\uc778 \ubb38\uc81c \ud574\uacb0 \ub2a5\ub825\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/strong>: \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 \uc218\uc9d1\ub41c \uc774 \uc810\uc218\ub294 \ubc1b\uc740 \uc9c0\uc6d0\uc5d0 \ub300\ud55c \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc21c \ucd94\ucc9c \uc9c0\uc218(NPS)<\/strong>: \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d\uc774 \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \uc11c\ube44\uc2a4\ub97c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc744 \ubb3c\uc5b4 \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \uce21\uc815\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \ud2f0\ucf13 \uc218<\/strong>: \uc218\uc2e0\ub41c \uc9c0\uc6d0 \ud2f0\ucf13 \uc218\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uba74 \ucd94\uc138\ub97c \ud30c\uc545\ud558\uace0 \uc790\uc6d0\uc744 \ud6a8\uacfc\uc801\uc73c\ub85c \ubc30\ubd84\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ol>\n<p>\uc774 \ub3c4\uad6c\ub4e4\uc744 \ud65c\uc6a9\ud558\uba74 <a href=\"https:\/\/messengerbot.app\/ko\/#features\" target=\"_blank\">\uc9c0\uc6d0 KPI \uc608\uc2dc<\/a> \uc9c0\uc6d0 \ud300\uc758 \uc131\uacfc\ub97c \ud5a5\uc0c1\uc2dc\ucf1c \uace0\uac1d\uc758 \uae30\ub300\ub97c \ucda9\uc871\ud558\uace0 \uc804\uccb4 \ube44\uc988\ub2c8\uc2a4 \uc131\uacf5\uc5d0 \uae30\uc5ec\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uc131\ub2a5 \ud300\uc758 KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\uace0\uc131\ub2a5 \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \uc8fc\uc694 \uc131\uacfc \uc9c0\ud45c(KPI)\ub294 \ud6a8\uc728\uc131, \uc0dd\uc0b0\uc131 \ubc0f \uc804\ubc18\uc801\uc778 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\ub294 \ud544\uc218 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c KPI\ub294 \ud300\uc774 \ubaa9\ud45c\uc640 \uace0\uac1d \uae30\ub300\ub97c \uc5bc\ub9c8\ub098 \uc798 \ucda9\uc871\ud558\ub294\uc9c0\ub97c \ud30c\uc545\ud558\ub294 \ub370 \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c \uba87 \uac00\uc9c0 \uc911\uc694\ud55c KPI\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uccab \ubc88\uc9f8 \uc751\ub2f5 \uc2dc\uac04:<\/strong> \uc774 \uc9c0\ud45c\ub294 \uc9c0\uc6d0 \ud300\uc774 \uace0\uac1d\uc758 \ucd08\uae30 \ubb38\uc758\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc9e7\uc740 \uc751\ub2f5 \uc2dc\uac04\uc740 \uc885\uc885 \ub354 \ub192\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uad00\ub828\uc774 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218 (CSAT):<\/strong> \uc774 \uc9c0\ud45c\ub294 \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \ud1b5\ud574 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud569\ub2c8\ub2e4. \ub192\uc740 CSAT \uc810\uc218\ub294 \ud6a8\uacfc\uc801\uc778 \uc9c0\uc6d0\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/li>\n<li><strong>\ud574\uacb0 \uc2dc\uac04:<\/strong> \uace0\uac1d\uc758 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. \ub354 \ube60\ub978 \ud574\uacb0 \uc2dc\uac04\uc740 \uc77c\ubc18\uc801\uc73c\ub85c \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc21c\ucd94\ucc9c\uc9c0\uc218(NPS):<\/strong> \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d \ucda9\uc131\ub3c4\uc640 \uace0\uac1d\uc774 \uc11c\ube44\uc2a4\ub97c \ub2e4\ub978 \uc0ac\ub78c\uc5d0\uac8c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc744 \uce21\uc815\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\ud2f0\ucf13 \uc218:<\/strong> \uc9c0\uc6d0 \ud2f0\ucf13 \uc218\ub97c \ucd94\uc801\ud558\uba74 \uc791\uc5c5\ub7c9\uacfc \ud300 \ud6a8\uc728\uc131\uc744 \ud3c9\uac00\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3>\uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc758 KPI<\/h3>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ud300\uc758 \uacbd\uc6b0, \ud300\uc774 \ucd5c\uc801\uc758 \uc131\uacfc\ub97c \ub0b4\uace0 \uc788\ub294\uc9c0 \ud655\uc778\ud558\uae30 \uc704\ud574 \ud2b9\uc815 KPI\uac00 \uc911\uc694\ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \ub2e4\uc74c\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04 (AHT):<\/strong> \uc774 \uc9c0\ud45c\ub294 \uace0\uac1d \ubb38\uc758\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \uce21\uc815\ud558\uba70, \ud1b5\ud654 \uc2dc\uac04 \ubc0f \ud6c4\uc18d \uc870\uce58\ub97c \ud3ec\ud568\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uccab \ubc88\uc9f8 \uc5f0\ub77d \ud574\uacb0(FCR):<\/strong> \uc774\ub294 \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \ud574\uacb0\ub41c \ubb38\uc81c\uc758 \ube44\uc728\uc744 \ub098\ud0c0\ub0b4\uba70, \ud300\uc758 \ud6a8\uc728\uc131\uc744 \ubc18\uc601\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c1\uc6d0 \ub9cc\uc871\ub3c4 \uc810\uc218:<\/strong> \ud589\ubcf5\ud55c \uc9c1\uc6d0\uc740 \uc885\uc885 \ud589\ubcf5\ud55c \uace0\uac1d\uc73c\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4. \uc9c1\uc6d0 \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\uba74 \ud300\uc758 \uc0ac\uae30\uc640 \uc131\uacfc\uc5d0 \ub300\ud55c \ud1b5\ucc30\ub825\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3>\uc9c0\uc6d0 KPI \uc608\uc2dc<\/h3>\n<p>\ub2e4\uc74c\uc740 \uad6c\ud604\ud560 \uc218 \uc788\ub294 \uc9c0\uc6d0 KPI\uc758 \uba87 \uac00\uc9c0 \uc2e4\uc6a9\uc801\uc778 \uc608\uc2dc\uc785\ub2c8\ub2e4:<\/p>\n<ul>\n<li><strong>\uc9c0\uc6d0 KPI \ud15c\ud50c\ub9bf:<\/strong> \uad6c\uc870\ud654\ub41c \ud15c\ud50c\ub9bf\uc740 \ud300\uc774 KPI\ub97c \ud6a8\uacfc\uc801\uc73c\ub85c \ucd94\uc801\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \ud15c\ud50c\ub9bf\uc5d0\ub294 \uc751\ub2f5 \uc2dc\uac04, \ud574\uacb0 \uc2dc\uac04 \ubc0f \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \uac19\uc740 \uc9c0\ud45c\uac00 \ud3ec\ud568\ub418\uc5b4\uc57c \ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc9c0\uc6d0 \ud504\ub85c\uc81d\ud2b8\ub97c \uc704\ud55c KPI:<\/strong> \ud2b9\uc815 \ud504\ub85c\uc81d\ud2b8\uc758 \uacbd\uc6b0 KPI\uc5d0\ub294 \ud504\ub85c\uc81d\ud2b8 \uc644\ub8cc\uc728, \uc608\uc0b0 \uc900\uc218 \ubc0f \uc774\ud574\uad00\uacc4\uc790 \ub9cc\uc871\ub3c4\uac00 \ud3ec\ud568\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<li><strong>\uc0dd\uc0b0 \uc9c0\uc6d0 \ud300\uc744 \uc704\ud55c KPI:<\/strong> \uac00\ub3d9 \uc2dc\uac04, \uc0ac\uace0 \uc751\ub2f5 \uc2dc\uac04 \ubc0f \ubcc0\uacbd \uc131\uacf5\ub960\uacfc \uac19\uc740 \uc9c0\ud45c\ub294 \uc2dc\uc2a4\ud15c \uc2e0\ub8b0\uc131\uc744 \ubcf4\uc7a5\ud558\uae30 \uc704\ud574 \uc0dd\uc0b0 \uc9c0\uc6d0 \ud300\uc5d0 \ud544\uc218\uc801\uc785\ub2c8\ub2e4.<\/li>\n<\/ul>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ko\/essential-kpis-for-support-teams-measuring-performance-and-driving-success-in-customer-service-and-admin-support\/\" data-essbisPostTitle=\"Essential KPIs for Support Teams: Measuring Performance and Driving Success in Customer Service and Admin Support\" data-essbisHoverContainer=\"\"><p>Key Takeaways Understanding KPIs for support teams is vital for enhancing customer satisfaction and operational efficiency. Key metrics like First Response Time and Resolution Time directly impact customer experience and loyalty. Regularly measuring Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) helps gauge the effectiveness of support interactions. Tracking Agent Utilization Rate and Ticket [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":255660,"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-255661","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/posts\/255661","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/comments?post=255661"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/posts\/255661\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/media\/255660"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/media?parent=255661"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/categories?post=255661"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ko\/wp-json\/wp\/v2\/tags?post=255661"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}