{"id":10118,"date":"2017-11-16T14:28:43","date_gmt":"2017-11-16T13:28:43","guid":{"rendered":"https:\/\/www.soitron.com\/?post_type=case-studies&#038;p=10118"},"modified":"2023-02-17T15:06:18","modified_gmt":"2023-02-17T14:06:18","slug":"slovak-telekom-dokaze-poslouchat-vsechny-hovory-z-kontaktniho-centra","status":"publish","type":"case-studies","link":"https:\/\/new.soitron.com\/cs\/pripadove-studie\/slovak-telekom-dokaze-poslouchat-vsechny-hovory-z-kontaktniho-centra\/","title":{"rendered":"Slovak Telekom dok\u00e1\u017ee &#8220;poslouchat&#8221; v\u0161echny hovory z kontaktn\u00edho centra"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221;][vc_column]\n                        <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-banner-wrapper type-4\">\n                    <div>\n                        <figure class=\"background\">\n                            <img decoding=\"async\" src=\"https:\/\/new.soitron.com\/wp-content\/uploads\/2016\/11\/person-woman-hand-smartphone.jpg\">\n                        <\/figure>\n                                                <div class=\"container\">\n                            <h1 style=\"color:#fff\">SLOVAK TELEKOM DOK\u00c1\u017dE ``POSLOUCHAT`` V\u0160ECHNY HOVORY Z KONTAKTN\u00cdHO CENTRA<\/h1>\n                                                    <\/div>\n                    <\/div>\n                    \n                <\/div>\n            \n[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>po\u017eadavky<\/h2>\n<ul>\n<li>Nahradit manu\u00e1ln\u00ed a \u010dasto nep\u0159esn\u00fd proces zad\u00e1v\u00e1n\u00ed p\u0159edm\u011btu hovoru oper\u00e1tory automatick\u00fdm a p\u0159esn\u011bj\u0161\u00edm \u0159e\u0161en\u00edm.<\/li>\n<li>Z\u00edskat lep\u0161\u00ed p\u0159ehled o obsahu a trendech v\u0161ech telefon\u00e1t\u016f v kontaktn\u00edm centru.<\/li>\n<li>Zefektivnit hodnocen\u00ed pr\u00e1ce oper\u00e1tor\u016f kontaktn\u00edho centra.<\/li>\n<li>Vyt\u011b\u017eit z kontaktn\u00edho centra v\u00edce informac\u00ed, u\u017eite\u010dn\u00fdch pro zlep\u0161en\u00ed firemn\u00edch<\/li>\n<li>proces\u016f a zkvalitn\u011bn\u00ed z\u00e1kaznick\u00fdch slu\u017eeb.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>\u0158e\u0161en\u00ed<\/h2>\n<ul>\n<li>Nasazen\u00ed syst\u00e9mu pro anal\u00fdzu hovor\u016f (Speech Analytics) od spole\u010dnosti Verint, kter\u00fd identifikuje kl\u00ed\u010dov\u00e1 slova a slovn\u00ed spojen\u00ed ve v\u0161ech telefon\u00e1tech v kontaktn\u00edm centru a na z\u00e1klad\u011b nich kategorizuje hovory a analyzuje trendy komunikace.<\/li>\n<li>Konzulta\u010dn\u00ed slu\u017eby, na z\u00e1klad\u011b identifikovan\u00fdch kl\u00ed\u010dov\u00fdch slov, jsou p\u0159\u00ednosem jednotliv\u00fdm odd\u011blen\u00edm Slovak Telekomu.<\/li>\n<li>Optimalizace jazykov\u00e9ho modelu pro pot\u0159eby nejv\u011bt\u0161\u00edho slovensk\u00e9ho telekomunika\u010dn\u00edho oper\u00e1tora.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2>v\u00fdsledky<\/h2>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-40\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">P\u0159esn\u00e9 statistiky o tom, do jak\u00e9 kategorie nebo kategori\u00ed jednotliv\u00e9 hovory spadaj\u00ed.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-107\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Objektivn\u00ed n\u00e1stroj pro hodnocen\u00ed pr\u00e1ce oper\u00e1tor\u016f.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-1\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Zefektivn\u011bn\u00ed kapacit kontaktn\u00edho centra, odleh\u010den\u00ed oper\u00e1tor\u016f od manu\u00e1ln\u00ed pr\u00e1ce.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-82\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Lep\u0161\u00ed pozn\u00e1n\u00ed z\u00e1kazn\u00edk\u016f, jejich n\u00e1lad a emoc\u00ed.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-82\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Kontaktn\u00ed centrum se stalo efektivn\u00edm zdrojem podn\u011bt\u016f pro zlep\u0161en\u00ed slu\u017eeb a zefektivn\u011bn\u00ed proces\u016f.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-76\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Mo\u017enost okam\u017eit\u00e9 identifikace a anal\u00fdzy r\u016fzn\u00fdch ud\u00e1lost\u00ed a probl\u00e9m\u016f, jako je nap\u0159\u00edklad technick\u00fd v\u00fdpadek, nebo d\u016fvod, pro\u010d z\u00e1kazn\u00edci nereaguj\u00ed na novou nab\u00eddku.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/3&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]        <div class=\"case-read-more\">\n            <a href=\"https:\/\/www.soitron.com\/wp-content\/uploads\/2016\/10\/SA_telekom.pdf\" target=\"_blank\">\n                \u010c\u00edst v\u00edce            <\/a>\n        <\/div>\n        [\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"featured_media":6019,"template":"","case-category":[172],"case-category-solutions":[602],"class_list":["post-10118","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry","case-category-obchod-a-sluzby-cz","case-category-solutions-komunikacni-reseni"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Slovak Telekom dok\u00e1\u017ee &quot;poslouchat&quot; v\u0161echny hovory | 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