{"id":231213,"date":"2024-07-29T15:39:37","date_gmt":"2024-07-29T13:39:37","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/prognozovanie-call-centra-co-to-je-vyhody-a-metody\/"},"modified":"2024-08-13T11:21:45","modified_gmt":"2024-08-13T09:21:45","slug":"prognozovanie-call-centra-co-to-je-vyhody-a-metody","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/prognozovanie-call-centra-co-to-je-vyhody-a-metody\/","title":{"rendered":"Progn\u00f3zovanie call centra: \u010co to je, v\u00fdhody a met\u00f3dy"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">Kone\u010dn\u00fd sprievodca progn\u00f3zovan\u00edm call centra:<br\/>V\u00fdhody a met\u00f3dy<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">KONTAKTUJTE PREDAJ<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"   href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">VYSK\u00da\u0160A\u0164 ZDARMA<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1024x576.png\" alt=\"\" class=\"wp-image-203194\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Americk\u00e9 podniky str\u00e1caj\u00fa <a href=\"https:\/\/newsroom.accenture.com\/news\/2016\/us-companies-losing-customers-as-consumers-demand-more-human-interaction-accenture-strategy-study-finds\" target=\"_blank\" rel=\"noopener\"> 1,6 bili\u00f3na dol\u00e1rov<\/a> kv\u00f4li zl\u00fdm slu\u017eb\u00e1m z\u00e1kazn\u00edkom, pri\u010dom jedn\u00fdm z najv\u00e4\u010d\u0161\u00edch stresorov je dlh\u00fd \u010das \u010dakania.\nProgn\u00f3zovanie call centra v\u0161ak dok\u00e1\u017ee viac ne\u017e len zabr\u00e1ni\u0165 odchodu z\u00e1kazn\u00edkov. <\/p>\n\n\n\n<p>Efekt\u00edvne predpovedanie a pl\u00e1novanie s\u00fa z\u00e1kladom ka\u017ed\u00e9ho \u00faspe\u0161n\u00e9ho call centra.\nV tomto \u010dl\u00e1nku sa budeme venova\u0165 v\u0161etk\u00e9mu, \u010do potrebujete vedie\u0165 o t\u00fdchto procesoch, vr\u00e1tane toho, ako ich vykon\u00e1va\u0165 a ak\u00e9 metriky pou\u017e\u00edva\u0165, aby boli \u010do najefekt\u00edvnej\u0161ie. <\/p>\n\n\n\n<p><strong>K\u013e\u00fa\u010dov\u00e9 poznatky:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Progn\u00f3zovanie call centra v\u00e1m umo\u017en\u00ed predv\u00edda\u0165 bud\u00face obchodn\u00e9 po\u017eiadavky a udr\u017eiava\u0165 zdrav\u00fa ve\u013ekos\u0165 t\u00edmu a denn\u00fd po\u010det zamestnancov na z\u00e1klade historick\u00fdch \u00fadajov.<\/li>\n\n\n\n<li>Progn\u00f3zovanie call centra je k\u013e\u00fa\u010dov\u00e9 pre udr\u017eanie produktivity, zv\u00fd\u0161enie spokojnosti z\u00e1kazn\u00edkov a agentov, udr\u017eanie klientov a zlep\u0161enie v\u00fdsledku hospod\u00e1renia.<\/li>\n\n\n\n<li>Ak chcete presne predpoveda\u0165 a pl\u00e1nova\u0165, mus\u00edte si vybra\u0165 spr\u00e1vne metriky, ktor\u00e9 chcete sledova\u0165, pripravi\u0165 ich na modelovanie a pou\u017ei\u0165 vhodn\u00fa met\u00f3du predpovedania call centra.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je progn\u00f3zovanie v call centre?<\/h2>\n\n\n\n<p>Progn\u00f3zovanie call centra sa vz\u0165ahuje na proces odhadu bud\u00faceho objemu hovorov na z\u00e1klade historick\u00fdch \u00fadajov s cie\u013eom ur\u010di\u0165 potrebn\u00fa dlhodob\u00fa ve\u013ekos\u0165 t\u00edmu agentov a kr\u00e1tkodob\u00e9 person\u00e1lne po\u017eiadavky.\nProgn\u00f3zovanie je dynamick\u00e9 a mus\u00ed sa vykon\u00e1va\u0165 priebe\u017ene.   <\/p>\n\n\n\n<p>Predpovedanie a pl\u00e1novanie v call centre vykon\u00e1vaj\u00fa \u0161pecializovan\u00ed mana\u017e\u00e9ri pracovnej sily.\n\u010casto pou\u017e\u00edvaj\u00fa n\u00e1stroje na <a href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">riadenie pracovnej sily (WFM<\/a> ) na sledovanie metr\u00edk, vyhodnocovanie \u00fadajov, pr\u00edpravu progn\u00f3z a vypracovanie presn\u00fdch pl\u00e1nov na splnenie potrieb podniku v oblasti kontaktov. <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-no-image\" style=\"background-color:#050e4c\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color has-link-color wp-elements-6f0cde6577ae23038f1292ba7ad612d7\">Za\u010dnite s progn\u00f3zovan\u00edm na 14 dn\u00ed zadarmo!<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-primary\"><a class=\"wp-block-button__link has-white-color has-white-background-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\">Za\u010da\u0165 bezplatn\u00e9 sk\u00fa\u0161obn\u00e9 obdobie<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pre\u010do je progn\u00f3zovanie call centra d\u00f4le\u017eit\u00e9?<\/h2>\n\n\n\n<p>Efekt\u00edvne predpovedanie call centra je k\u013e\u00fa\u010dov\u00e9 pre efekt\u00edvne a v\u010dasn\u00e9 zvl\u00e1dnutie v\u0161etk\u00fdch prich\u00e1dzaj\u00facich hovorov, \u010do prispieva k zv\u00fd\u0161eniu spokojnosti z\u00e1kazn\u00edkov, udr\u017eaniu klientov, reput\u00e1cie spolo\u010dnosti a celkovej ziskovosti.<\/p>\n\n\n\n<p>Zl\u00e9 zaobch\u00e1dzanie s person\u00e1lom m\u00e1 opa\u010dn\u00fd \u00fa\u010dinok.\nAk m\u00e1te v dan\u00fd de\u0148 v slu\u017ebe pr\u00edli\u0161 m\u00e1lo agentov, z\u00e1kazn\u00edci bud\u00fa pravdepodobne frustrovan\u00ed z dlh\u00e9ho \u010dakania, \u010do prispeje k vy\u0161\u0161ej miere opustenia slu\u017eby. <a href=\"https:\/\/www.universalclass.com\/articles\/business\/business-telephone-call-etiquette-call-transfers-and-holds.htm\" target=\"_blank\" rel=\"noopener\">A 30 % t\u00fdchto volaj\u00facich sa u\u017e nikdy nevr\u00e1ti<\/a>. <\/p>\n\n\n\n<p>Pr\u00edli\u0161 ve\u013ea z\u00e1stupcov v slu\u017ebe v\u0161ak m\u00f4\u017ee by\u0165 rovnako \u0161kodliv\u00e9.\nAj ke\u010f sa v\u0161etky hovory mo\u017eno vybavia na\u010das a z\u00e1kazn\u00edci bud\u00fa odch\u00e1dza\u0165 spokojn\u00ed, aj tak nakoniec preplat\u00edte vysok\u00fa kapacitu, zatia\u013e \u010do v\u00e4\u010d\u0161ina va\u0161ich agentov m\u00f4\u017ee len \u0161ermova\u0165 palcami. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ak\u00e9 s\u00fa v\u00fdhody progn\u00f3zovania call centra?<\/h2>\n\n\n\n<p>Predpovedanie v call centre ovplyv\u0148uje ove\u013ea viac, ako by sa mohlo zda\u0165.\nEfekt\u00edvne pl\u00e1novanie a person\u00e1lne zabezpe\u010denie m\u00f4\u017ee va\u0161ej firme prinies\u0165 mnoh\u00e9 v\u00fdhody z h\u013eadiska produktivity, n\u00e1kladov a spokojnosti z\u00e1kazn\u00edkov.\nPr\u00edklady zah\u0155\u0148aj\u00fa:  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lep\u0161\u00ed z\u00e1kazn\u00edcky servis<\/h3>\n\n\n\n<p>Progn\u00f3zovanie umo\u017e\u0148uje mana\u017e\u00e9rom presne predpoveda\u0165 \u010dasy \u0161pi\u010dkov\u00fdch hovorov, \u010d\u00edm sa zabezpe\u010d\u00ed, \u017ee bude k dispoz\u00edcii dostatok agentov, ktor\u00ed zvl\u00e1dnu n\u00e1por hovorov bez dlh\u00e9ho \u010dakania.\nTo vedie k <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/10-tips-to-increase-call-center-sales\/\">zlep\u0161eniu CSAT<\/a>, preto\u017ee volaj\u00faci dost\u00e1vaj\u00fa r\u00fdchle a efekt\u00edvne odpovede. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zn\u00ed\u017eenie prev\u00e1dzkov\u00fdch n\u00e1kladov<\/h3>\n\n\n\n<p>V\u010faka presn\u00e9mu predv\u00eddaniu po\u010dtu hovorov m\u00f4\u017eu mana\u017e\u00e9ri napl\u00e1nova\u0165 spr\u00e1vny po\u010det zamestnancov, \u010d\u00edm sa vyhn\u00fa n\u00e1kladom spojen\u00fdm s nadmern\u00fdm po\u010dtom zamestnancov po\u010das obdob\u00ed n\u00edzkej aktivity a v\u00fddavkom na nad\u010dasy, ktor\u00e9 vznikaj\u00fa po\u010das ne\u010dakane vysok\u00e9ho po\u010dtu hovorov.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zv\u00fd\u0161en\u00e1 spokojnos\u0165 a produktivita agentov<\/h3>\n\n\n\n<p>Spr\u00e1vne person\u00e1lne obsadenie zabra\u0148uje pre\u0165a\u017eeniu a vyhoreniu agentov, preto\u017ee agenti nie s\u00fa ne\u010dinn\u00ed ani pre\u0165a\u017een\u00ed.\nT\u00e1to rovnov\u00e1ha <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-improve-call-center-agent-performance\/\">zvy\u0161uje ich efektivitu a spokojnos\u0165 s pr\u00e1cou<\/a>, \u010do prispieva k ni\u017e\u0161ej miere fluktu\u00e1cie a vy\u0161\u0161ej anga\u017eovanosti zamestnancov. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Optimalizovan\u00e9 \u0161kolenia a rozvoj<\/h3>\n\n\n\n<p>Predpovedanie poskytuje preh\u013ead o o\u010dak\u00e1vanom po\u010dte hovorov a typoch interakci\u00ed so z\u00e1kazn\u00edkmi, \u010do m\u00f4\u017ee mana\u017e\u00e9rom pom\u00f4c\u0165 <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-is-call-center-coaching-10-tips-for-better-results\/\">napl\u00e1nova\u0165 cielen\u00e9 \u0161kolenia<\/a> po\u010das o\u010dak\u00e1van\u00fdch prestojov, aby boli v\u0161etci agenti dobre pripraven\u00ed na obdobie \u0161pi\u010dky.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zlep\u0161en\u00e1 miera odozvy<\/h3>\n\n\n\n<p>V\u010faka pokro\u010dil\u00e9mu predpovedaniu m\u00f4\u017eu mana\u017e\u00e9ri nielen efekt\u00edvnej\u0161ie pl\u00e1nova\u0165 agentov, ale aj zlep\u0161i\u0165 vybavovanie r\u00f4znych typov hovorov, ktor\u00e9 sa m\u00f4\u017eu l\u00ed\u0161i\u0165 pod\u013ea \u010dasu alebo ro\u010dn\u00e9ho obdobia.\nTo umo\u017e\u0148uje lep\u0161iu pr\u00edpravu a prisp\u00f4sobenie <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/what-are-call-tracking-metrics\/\">strat\u00e9gi\u00ed obsluhy z\u00e1kazn\u00edkov<\/a>. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Rozhodovanie na z\u00e1klade \u00fadajov<\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/65-of-organizations-will-make-fully-data-driven-decisions-by-2026-here-are-3-key-reasons-to-join-them\/\">Vyu\u017e\u00edvanie historick\u00fdch \u00fadajov a predikt\u00edvnej analytiky<\/a> pri progn\u00f3zovan\u00ed poskytuje mana\u017e\u00e9rom \u00fadaje na zd\u00f4vodnenie rozhodnut\u00ed t\u00fdkaj\u00facich sa person\u00e1lneho obsadenia, pride\u013eovania rozpo\u010dtov\u00fdch prostriedkov a \u010fal\u0161\u00edch prev\u00e1dzkov\u00fdch aspektov, \u010do minimalizuje dohady a <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/the-importance-of-data-driven-decisions-in-sales-customer-service\/\">zlep\u0161uje proces strategick\u00e9ho pl\u00e1novania<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Za\u010dnite s progn\u00f3zovan\u00edm call centra jednoduch\u00fdm sp\u00f4sobom pomocou CloudTalk.  <\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"393\" height=\"390\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_07.svg\" alt=\"\" class=\"wp-image-323\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">Vysk\u00fa\u0161a\u0165 demo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ako funguje progn\u00f3zovanie call centra?<\/h2>\n\n\n\n<p>Progn\u00f3zovanie call centra mo\u017eno rozdeli\u0165 do \u00f4smich konkr\u00e9tnych krokov.\nNi\u017e\u0161ie n\u00e1jdete stru\u010dn\u00fd preh\u013ead v\u0161etk\u00fdch potrebn\u00fdch \u010dinnost\u00ed na dosiahnutie optim\u00e1lneho v\u00fdkonu a pl\u00e1novania. <\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Zhroma\u017e\u010fovanie \u00fadajov: <\/strong>Za\u010dnite zhroma\u017e\u010fovan\u00edm historick\u00fdch \u00fadajov o po\u010dte hovorov, ich trvan\u00ed a \u010fal\u0161\u00edch relevantn\u00fdch vzorcoch bu\u010f zo softv\u00e9ru call centra, alebo z n\u00e1stroja WFM.<br\/><\/li>\n\n\n\n<li><strong>Analyzujte trendy a vzory: <\/strong>Abstrahujte \u00fadaje a pok\u00faste sa identifikova\u0165 trendy a sez\u00f3nne v\u00fdkyvy na z\u00e1klade predch\u00e1dzaj\u00facich rokov, aby ste mohli pl\u00e1nova\u0165 pl\u00e1novanie pod\u013ea nich.<br\/><\/li>\n\n\n\n<li><strong>Zoh\u013eadnenie extern\u00fdch faktorov: <\/strong>Na \u00fadaje sa nepozerajte izolovane.\nZoh\u013eadnite extern\u00e9 faktory, ako s\u00fa marketingov\u00e9 kampane, ktor\u00e9 m\u00f4\u017eu skresli\u0165 poznatky. <br\/><\/li>\n\n\n\n<li><strong>V\u00fdber prognostick\u00e9ho modelu:<\/strong> O t\u00fdchto modeloch budeme hovori\u0165 o chv\u00ed\u013eu.<br\/><\/li>\n\n\n\n<li><strong>Simul\u00e1cia a testovanie modelu: <\/strong>Vypl\u0148te vybran\u00fd model historick\u00fdmi \u00fadajmi, aby ste otestovali jeho presnos\u0165 a vyhodnotili jeho realizovate\u013enos\u0165 pre konkr\u00e9tny pr\u00edpad pou\u017eitia.<br\/><\/li>\n\n\n\n<li><strong>Implement\u00e1cia progn\u00f3zovania: <\/strong>Za predpokladu, \u017ee v\u00e1\u0161 model funguje dobre, za\u010dnite ho implementova\u0165 do svojich ka\u017edodenn\u00fdch \u010dinnost\u00ed, aby ste mohli dohliada\u0165 na bud\u00face riadenie zamestnancov a zdrojov.<br\/><\/li>\n\n\n\n<li><strong>Monitorovanie a nastavenie:<\/strong> Aby ste zaistili dlhodob\u00fa presnos\u0165 a \u00fa\u010dinnos\u0165 predpoved\u00ed, mus\u00edte modelu pravidelne dod\u00e1va\u0165 nov\u00e9 \u00fadaje a sledova\u0165 jeho \u010dinnos\u0165.<br\/><\/li>\n\n\n\n<li><strong>Vytvorte sp\u00e4tn\u00fa v\u00e4zbu: <\/strong>Vyu\u017e\u00edvajte sp\u00e4tn\u00fa v\u00e4zbu o v\u00fdkonnosti v re\u00e1lnom svete na zlep\u0161enie presnosti predpoved\u00ed.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:36px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group blog-related-posts\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h6 class=\"wp-block-heading\">Odpor\u00fa\u010dan\u00e9 \u010dl\u00e1nky<\/h6>\n\n\n\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Odpor\u00fa\u010dan\u00e9 str\u00e1nky<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/voip\/-implementation\/\">\u010co je softv\u00e9r call centra?<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/voip\/-troubleshooting-guide-fix-9-common-issues\/\" data-type=\"link\" data-id=\"https:\/\/test-staging.cloudtalk.io\/blog\/voip\/-troubleshooting-guide-fix-9-common-issues\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/voip\/-troubleshooting-guide-fix-9-common-issues\/\">K\u013e\u00fa\u010dov\u00e9 funkcie call centra<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/5-common-voip-security-risks-that-might-threaten-your-business\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/5-common-voip-security-risks-that-might-threaten-your-business\/\">8 hlavn\u00fdch v\u00fdhod softv\u00e9ru call centra<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/voip\/-pricing\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/voip\/-pricing\/\">Kone\u010dn\u00fd sprievodca poskytovate\u013emi call centra<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/voip\/-vs-landline\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/voip\/-vs-landline\/\">Kompletn\u00fd sprievodca prev\u00e1dzkou call centra<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/voip\/-number-porting\/\"><\/a><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/voip\/-number-porting\/\">Ko\u013eko stoj\u00ed softv\u00e9r call centra?<\/a><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ako efekt\u00edvne vyu\u017e\u00edva\u0165 \u00fadaje pri progn\u00f3zovan\u00ed call centra<\/h2>\n\n\n\n<p>Je samozrejm\u00e9, \u017ee progn\u00f3za v\u00e1\u0161ho call centra m\u00f4\u017ee by\u0165 len tak\u00e1 dobr\u00e1, ako s\u00fa dobr\u00e9 \u00fadaje, z ktor\u00fdch vych\u00e1dzate.\nA proces z\u00edskavania relevantn\u00fdch inform\u00e1ci\u00ed je dvojak\u00fd.\nPo prv\u00e9, mus\u00edte <strong>si vybra\u0165 spr\u00e1vne metriky <\/strong>na anal\u00fdzu a potom <strong>ich pripravi\u0165 na progn\u00f3zovanie<\/strong>.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 ukazovatele, ktor\u00e9 sa pou\u017e\u00edvaj\u00fa pri progn\u00f3zovan\u00ed call centra<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Objem volania: <\/strong>T\u00e1to metrika sleduje po\u010det prich\u00e1dzaj\u00facich hovorov do call centra.\nHistorick\u00e9 \u00fadaje o objeme hovorov pom\u00e1haj\u00fa identifikova\u0165 vzory, trendy a sez\u00f3nne v\u00fdkyvy, \u010do pom\u00e1ha <a href=\"https:\/\/test-staging.cloudtalk.io\/call-monitoring\/\">presne predpoveda\u0165 bud\u00faci dopyt<\/a>. <br\/><\/li>\n\n\n\n<li><strong>Priemern\u00fd \u010das spracovania (AHT): <\/strong>Tento ukazovate\u013e meria <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/all-you-need-to-know-about-aht-average-handle-time\/\">priemern\u00e9 trvanie hovoru<\/a> vybaven\u00e9ho agentom vr\u00e1tane \u010dasu hovoru, \u010dasu \u010dakania a pr\u00e1ce po hovore.\nAnal\u00fdza historick\u00fdch \u00fadajov AHT je k\u013e\u00fa\u010dov\u00e1 pre predpovedanie d\u013a\u017eky bud\u00facich hovorov a ur\u010denie person\u00e1lnych potrieb. <br\/><\/li>\n\n\n\n<li><strong>Po\u010det agentov: <\/strong>Celkov\u00fd po\u010det dostupn\u00fdch agentov priamo ovplyv\u0148uje \u00farove\u0148 slu\u017eieb a spokojnos\u0165 z\u00e1kazn\u00edkov. <a href=\"https:\/\/test-staging.cloudtalk.io\/agent-reporting\/\">Predpovedanie spr\u00e1vneho po\u010dtu agentov<\/a> na z\u00e1klade o\u010dak\u00e1van\u00e9ho objemu hovorov a \u010fal\u0161\u00edch ukazovate\u013eov je nevyhnutn\u00e9 pre efekt\u00edvne pride\u013eovanie zdrojov a riadenie pracovnej sily.<br\/><\/li>\n\n\n\n<li><strong>Spokojnos\u0165 z\u00e1kazn\u00edkov:<\/strong> Tento ukazovate\u013e hodnot\u00ed, ako s\u00fa z\u00e1kazn\u00edci spokojn\u00ed so sk\u00fasenos\u0165ami v call centre. <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-raise-customer-satisfaction-as-an-smb\/\">Vysok\u00e1 spokojnos\u0165 z\u00e1kazn\u00edkov<\/a> vedie k opakovan\u00fdm z\u00e1kazn\u00edkom a pozit\u00edvnym odpor\u00fa\u010daniam, ktor\u00e9 s\u00fa d\u00f4le\u017eit\u00e9 pre dlhodob\u00fd obchodn\u00fd \u00faspech a mali by sa zoh\u013eadni\u0165 pri progn\u00f3zovan\u00ed potrieb call centra.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 kroky pri pr\u00edprave prognostick\u00fdch \u00fadajov<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u010cistenie \u00fadajov<\/strong>: Odstr\u00e1\u0148te duplicity, opravte chyby a spracujte ch\u00fdbaj\u00face hodnoty, aby bol s\u00fabor \u00fadajov presn\u00fd a \u00fapln\u00fd.<br\/><\/li>\n\n\n\n<li><strong>Normaliz\u00e1cia<\/strong>: Normaliz\u00e1cia \u00fadajov s cie\u013eom zabezpe\u010di\u0165 konzistentnos\u0165 v r\u00f4znych \u010dasov\u00fdch obdobiach a typoch \u00fadajov.<br\/><\/li>\n\n\n\n<li><strong>V\u00fdber funkci\u00ed<\/strong>: Identifikujte a vyberte najd\u00f4le\u017eitej\u0161ie funkcie, ktor\u00e9 v\u00fdznamne ovplyv\u0148uj\u00fa po\u010dty hovorov.\nM\u00f4\u017ee \u00eds\u0165 o denn\u00fd \u010das, de\u0148 v t\u00fd\u017edni a extern\u00e9 udalosti. <br\/><\/li>\n\n\n\n<li><strong>Agreg\u00e1cia<\/strong>: Sumarizujte \u00fadaje do u\u017eito\u010dn\u00fdch form\u00e1tov, ako s\u00fa hodinov\u00e9, denn\u00e9 alebo t\u00fd\u017edenn\u00e9 priemery, aby ste u\u013eah\u010dili anal\u00fdzu a modelovanie.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Ak\u00e9 s\u00fa hlavn\u00e9 met\u00f3dy progn\u00f3zovania call centra?<\/h3>\n\n\n\n<p>Ke\u010f\u017ee proces anal\u00fdzy a kr\u00ed\u017eov\u00e9ho sk\u00famania tak\u00e9ho ve\u013ek\u00e9ho mno\u017estva \u00fadajov by bol pre \u010dloveka pr\u00edli\u0161 n\u00e1ro\u010dn\u00fd a zd\u013ahav\u00fd, podniky vyu\u017e\u00edvaj\u00fa modely progn\u00f3zovania call centra, \u010do s\u00fa \u0161pecializovan\u00e9 typy softv\u00e9ru, ktor\u00e9 s\u00fa ur\u010den\u00e9 na automatiz\u00e1ciu tohto procesu.<\/p>\n\n\n\n<p>Tie sa m\u00f4\u017eu ve\u013emi l\u00ed\u0161i\u0165 v z\u00e1vislosti od zam\u00fd\u0161\u013ean\u00e9ho pr\u00edpadu pou\u017eitia a konkr\u00e9tnej technol\u00f3gie, ktor\u00fa pou\u017e\u00edvaj\u00fa.\nPreto je d\u00f4le\u017eit\u00e9, aby ste pri v\u00fdbere met\u00f3d progn\u00f3zovania v call centre postupovali z\u00e1merne, pri\u010dom pre r\u00f4zne pr\u00edpady pou\u017eitia m\u00f4\u017ee by\u0165 dobr\u00e9 pou\u017ei\u0165 r\u00f4zne typy. <\/p>\n\n\n\n<p><strong>Medzi hlavn\u00e9 typy modelov progn\u00f3zovania call centra patria:<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Anal\u00fdza \u010dasov\u00fdch radov<\/h3>\n\n\n\n<p><strong>\u010co to je: <\/strong>Anal\u00fdza \u010dasov\u00fdch radov (TSA) je \u0161tatistick\u00e1 met\u00f3da anal\u00fdzy \u010dasovo usporiadan\u00fdch d\u00e1tov\u00fdch bodov s cie\u013eom identifikova\u0165 vzory a trendy v \u010dase.<\/p>\n\n\n\n<p><strong>Ako to funguje: <\/strong>TSA vyu\u017e\u00edva historick\u00e9 \u00fadaje na predpovedanie bud\u00facich hodn\u00f4t na z\u00e1klade rozpoznania \u010dasov\u00fdch z\u00e1vislost\u00ed a sez\u00f3nnosti.\nMedzi be\u017en\u00e9 modely patria ARIMA (AutoRegressive Integrated Moving Average) a SARIMA (Seasonal ARIMA). <\/p>\n\n\n\n<p><strong>Kedy ho pou\u017ei\u0165:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ak \u00fadaje vykazuj\u00fa jasn\u00e9 trendy, sez\u00f3nnos\u0165 alebo cyklick\u00e9 vzory v \u010dase.<\/li>\n\n\n\n<li>Na kr\u00e1tkodob\u00e9 a strednodob\u00e9 predpovede, pri ktor\u00fdch je pravdepodobn\u00e9, \u017ee trendy bud\u00fa pokra\u010dova\u0165.<\/li>\n<\/ul>\n\n\n\n<p><strong>V\u00fdhody:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dok\u00e1\u017ee presne zachyti\u0165 a modelova\u0165 \u010dasov\u00e9 z\u00e1vislosti.<\/li>\n\n\n\n<li>\u00da\u010dinn\u00e9 na zis\u0165ovanie a vyu\u017e\u00edvanie sez\u00f3nnosti v po\u010dte hovorov.<\/li>\n\n\n\n<li>Pou\u017e\u00edva modely, ktor\u00e9 zd\u00f4raz\u0148uj\u00fa, ako minul\u00e9 \u00fadaje ovplyv\u0148uj\u00fa bud\u00face predpovede.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Regresn\u00e1 anal\u00fdza<\/h3>\n\n\n\n<p><strong>\u010co to je: <\/strong>Je to \u0161tatistick\u00fd pr\u00edstup k modelovaniu vz\u0165ahu medzi z\u00e1vislou premennou a jednou alebo viacer\u00fdmi nez\u00e1visl\u00fdmi premenn\u00fdmi.<\/p>\n\n\n\n<p><strong>Ako to funguje: <\/strong>Odhaduje koeficienty nez\u00e1visl\u00fdch premenn\u00fdch na predpovedanie z\u00e1vislej premennej.\nM\u00f4\u017ee by\u0165 line\u00e1rna (napr. line\u00e1rna regresia) alebo neline\u00e1rna (napr. polynomi\u00e1lna regresia). <\/p>\n\n\n\n<p><strong>Kedy ho pou\u017ei\u0165:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ak existuje jasn\u00fd vz\u0165ah medzi po\u010dtom hovorov a extern\u00fdmi\/intern\u00fdmi faktormi.<\/li>\n\n\n\n<li>Pochopenie vplyvu konkr\u00e9tnych premenn\u00fdch na objem hovorov.<\/li>\n<\/ul>\n\n\n\n<p><strong>V\u00fdhody:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Jednoduch\u00e1 implement\u00e1cia a interpret\u00e1cia.<\/li>\n\n\n\n<li>\u00da\u010dinn\u00e9 na identifik\u00e1ciu a kvantifik\u00e1ciu vz\u0165ahov medzi premenn\u00fdmi.<\/li>\n\n\n\n<li>M\u00f4\u017ee by\u0165 roz\u0161\u00edren\u00fd o regulariza\u010dn\u00e9 techniky na zlep\u0161enie v\u00fdkonnosti modelu.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Algoritmy strojov\u00e9ho u\u010denia<\/h3>\n\n\n\n<p><strong>\u010co s\u00fa to: <\/strong>S\u00fabor algoritmov, ktor\u00e9 umo\u017e\u0148uj\u00fa po\u010d\u00edta\u010dom u\u010di\u0165 sa a predpoveda\u0165 na z\u00e1klade \u00fadajov.<\/p>\n\n\n\n<p><strong>Ako funguj\u00fa: <\/strong>Zah\u0155\u0148a \u0161kolenie modelov na historick\u00fdch \u00fadajoch s cie\u013eom identifikova\u0165 vzory a vytv\u00e1ra\u0165 predpovede.\nMedzi be\u017en\u00e9 algoritmy patria Random Forest, Gradient Boosting a Support Vector Machines. <\/p>\n\n\n\n<p><strong>Kedy ich pou\u017ei\u0165:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pri pr\u00e1ci so zlo\u017eit\u00fdmi neline\u00e1rnymi vz\u0165ahmi v \u00fadajoch.<\/li>\n\n\n\n<li>Vhodn\u00e9 pre ve\u013ek\u00e9 s\u00fabory \u00fadajov s viacer\u00fdmi funkciami ovplyv\u0148uj\u00facimi objem hovorov.<\/li>\n<\/ul>\n\n\n\n<p><strong>V\u00fdhody:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dok\u00e1\u017ee spracova\u0165 vysok\u00fd stupe\u0148 zlo\u017eitosti a interakcie medzi premenn\u00fdmi.<\/li>\n\n\n\n<li>V porovnan\u00ed s tradi\u010dn\u00fdmi \u0161tatistick\u00fdmi modelmi sa zvy\u010dajne dosahuje vy\u0161\u0161ia presnos\u0165.<\/li>\n\n\n\n<li>Je flexibiln\u00fd a d\u00e1 sa prisp\u00f4sobi\u0165 r\u00f4znym typom \u00fadajov a potreb\u00e1m progn\u00f3zovania.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Neur\u00f3nov\u00e9 siete a hlbok\u00e9 u\u010denie<\/h3>\n\n\n\n<p><strong>\u010co s\u00fa to: <\/strong>Pokro\u010dil\u00e9 techniky strojov\u00e9ho u\u010denia pod\u013ea vzoru \u013eudsk\u00e9ho mozgu, ktor\u00e9 sa dok\u00e1\u017eu u\u010di\u0165 z ve\u013ek\u00e9ho mno\u017estva \u00fadajov.<\/p>\n\n\n\n<p><strong>Ako funguj\u00fa: <\/strong>pozost\u00e1vaj\u00fa zo vz\u00e1jomne prepojen\u00fdch vrstiev uzlov (neur\u00f3nov), ktor\u00e9 sprac\u00favaj\u00fa vstupn\u00e9 \u00fadaje a upravuj\u00fa v\u00e1hy tak, aby sa minimalizovala chyba predpovede.\nHlbok\u00e9 u\u010denie zah\u0155\u0148a viacero skryt\u00fdch vrstiev, ktor\u00e9 dok\u00e1\u017eu zachyti\u0165 zlo\u017eit\u00e9 vzory a vz\u0165ahy. <\/p>\n\n\n\n<p><strong>Kedy ich pou\u017ei\u0165:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ak si progn\u00f3zovanie vy\u017eaduje modelovanie ve\u013emi zlo\u017eit\u00fdch a neline\u00e1rnych interakci\u00ed vo ve\u013ek\u00fdch s\u00faboroch \u00fadajov.<\/li>\n\n\n\n<li>Ide\u00e1lne na dlhodob\u00e9 progn\u00f3zovanie a scen\u00e1re, pri ktor\u00fdch je in\u017einierstvo funkci\u00ed n\u00e1ro\u010dn\u00e9.<\/li>\n<\/ul>\n\n\n\n<p><strong>V\u00fdhody:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Dok\u00e1\u017ee modelova\u0165 mimoriadne zlo\u017eit\u00e9 vzory a vz\u0165ahy.<\/li>\n\n\n\n<li>Automaticky extrahova\u0165 funkcie zo surov\u00fdch \u00fadajov, \u010d\u00edm sa zni\u017euje potreba manu\u00e1lneho vytv\u00e1rania funkci\u00ed.<\/li>\n\n\n\n<li>Neust\u00e1le sa zlep\u0161ujte pomocou v\u00e4\u010d\u0161ieho mno\u017estva \u00fadajov, \u010d\u00edm dosiahnete vy\u0161\u0161iu presnos\u0165 v priebehu \u010dasu.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Osved\u010den\u00e9 postupy pre progn\u00f3zovanie a pl\u00e1novanie call centra<\/h2>\n\n\n\n<p>Ak chcete, aby bolo va\u0161e call centrum skuto\u010dne \u010do najprodukt\u00edvnej\u0161ie, m\u00f4\u017eete urobi\u0165 nieko\u013eko \u010fal\u0161\u00edch vec\u00ed, aby ste e\u0161te viac zlep\u0161ili svoje procesy progn\u00f3zovania a pl\u00e1novania. <strong>Patr\u00ed medzi ne<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Implement\u00e1cia monitorovania v re\u00e1lnom \u010dase: <\/strong>Zavedenie syst\u00e9mov na monitorovanie po\u010dtu hovorov a k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti (KPI) v re\u00e1lnom \u010dase.\nTo umo\u017e\u0148uje okam\u017eit\u00e9 \u00fapravy po\u010dtu zamestnancov a in\u00fdch zdrojov v reakcii na neo\u010dak\u00e1van\u00e9 zmeny v \u0161trukt\u00fare hovorov. <br\/><\/li>\n\n\n\n<li><strong>Pl\u00e1novanie scen\u00e1rov a stresov\u00e9 testovanie: <\/strong>Vypracujte viacero prognostick\u00fdch scen\u00e1rov (napr. najlep\u0161\u00ed pr\u00edpad, najhor\u0161\u00ed pr\u00edpad a najpravdepodobnej\u0161\u00ed pr\u00edpad), aby ste sa pripravili na r\u00f4zne situ\u00e1cie.\nVykonajte z\u00e1\u0165a\u017eov\u00e9 testy, aby ste zistili, ako dobre dok\u00e1\u017ee va\u0161e call centrum zvl\u00e1dnu\u0165 neo\u010dak\u00e1van\u00e9 n\u00e1rasty alebo poklesy objemu hovorov. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\" start=\"3\">\n<li><strong>Vyu\u017e\u00edvanie pokro\u010dil\u00fdch analytick\u00fdch n\u00e1strojov: <\/strong>Vyu\u017e\u00edvajte analytick\u00e9 funkcie, ktor\u00e9 pon\u00faka softv\u00e9r call centra, ako je CloudTalk, na z\u00edskanie komplexn\u00e9ho preh\u013eadu o v\u00fdkonnosti va\u0161ich agentov, aby ste mohli odhadn\u00fa\u0165 priemern\u00fa d\u013a\u017eku hovoru, napl\u00e1nova\u0165 po\u010det zamestnancov a vytvori\u0165 prisp\u00f4soben\u00e9 pl\u00e1ny \u0161kolen\u00ed.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\" start=\"4\">\n<li><strong>Optimaliz\u00e1cia integr\u00e1cie riadenia pracovnej sily (WFM<\/strong>): Integr\u00e1cia progn\u00f3zovania so <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/riadenie-pracovnej-sily-kontaktneho-centra-uplny-sprievodca-pre-rok-2024\/\">syst\u00e9mami riadenia pracovn\u00fdch s\u00edl<\/a> na zefekt\u00edvnenie procesov pl\u00e1novania a obsadzovania pracovn\u00fdch miest.\nT\u00fdm sa zabezpe\u010d\u00ed, \u017ee predpovedan\u00e9 objemy hovorov bud\u00fa priamo informova\u0165 o person\u00e1lnych rozhodnutiach, \u010d\u00edm sa zlep\u0161\u00ed efekt\u00edvnos\u0165 a \u00farove\u0148 slu\u017eieb. <br\/><\/li>\n\n\n\n<li><strong>Zameranie na neust\u00e1le zlep\u0161ovanie<\/strong>: Zavedenie kult\u00fary neust\u00e1leho zlep\u0161ovania pravideln\u00fdm presk\u00famavan\u00edm a zdokona\u013eovan\u00edm procesov progn\u00f3zovania.\nPodporujte sp\u00e4tn\u00fa v\u00e4zbu od zamestnancov a vyu\u017e\u00edvajte \u00fadaje o v\u00fdkonnosti na opakovan\u00e9 vylep\u0161ovanie prognostick\u00fdch modelov a metod\u00edk. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Optimaliz\u00e1cia progn\u00f3zovania call centra pomocou CloudTalk<\/h2>\n\n\n\n<p>Ako sme u\u017e spomenuli v predch\u00e1dzaj\u00facej \u010dasti \u010dl\u00e1nku, softv\u00e9r call centra je spolu s WFM \u010fal\u0161ou d\u00f4le\u017eitou s\u00fa\u010das\u0165ou ka\u017edej prev\u00e1dzky orientovanej na produktivitu.\nN\u00e1stroje ako CloudTalk pon\u00fakaj\u00fa okrem pohonu prich\u00e1dzaj\u00facich a odch\u00e1dzaj\u00facich hovorov aj mno\u017estvo pokro\u010dil\u00fdch n\u00e1strojov na \u010fal\u0161iu automatiz\u00e1ciu a zefekt\u00edvnenie procesov progn\u00f3zovania a pl\u00e1novania.   <\/p>\n\n\n\n<p><strong>Tu je len nieko\u013eko pr\u00edkladov:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/agent-reporting\/\"><strong>Hl\u00e1senie agentov:<\/strong><\/a><strong> <\/strong>Pr\u00edstup k presn\u00fdm k\u013e\u00fa\u010dov\u00fdm ukazovate\u013eom v\u00fdkonnosti jednotliv\u00fdch agentov priamo cez aplik\u00e1ciu CloudTalk, preh\u013ead o tom, ako sa podie\u013eaj\u00fa na va\u0161ej prev\u00e1dzke ako celku, a optimaliz\u00e1cia ich produktivity v jednotliv\u00fdch pr\u00edpadoch.<br\/><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\"><strong>Pokro\u010dil\u00e1 anal\u00fdza:<\/strong><\/a><strong> <\/strong>Centralizujte v\u0161etky \u00fadaje svojho t\u00edmu.\nZ\u00edskajte pr\u00edstup ku v\u0161etk\u00e9mu, \u010do potrebujete vedie\u0165 o v\u00fdkone a \u0161tatistik\u00e1ch hovorov va\u0161ich agentov, a vyu\u017eite ich na \u010fal\u0161ie zlep\u0161enie progn\u00f3zovania a pl\u00e1novania. <br\/><\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/integrations\/\"><strong>Integr\u00e1cia WFM:<\/strong><\/a><strong> <\/strong>Vyu\u017eite jednu z viac ako 35 nat\u00edvnych integr\u00e1ci\u00ed CloudTalku alebo si nastavte vlastn\u00e9 integr\u00e1cie prostredn\u00edctvom n\u00e1\u0161ho otvoren\u00e9ho rozhrania API, aby ste mohli vyu\u017e\u00edva\u0165 bezprobl\u00e9mov\u00fa obojsmern\u00fa synchroniz\u00e1ciu a automaticky vklada\u0165 inform\u00e1cie do svojich prognostick\u00fdch modelov.<strong> <\/strong><\/li>\n<\/ul>\n\n\n\n<p>Predpovedanie a pl\u00e1novanie v call centre s\u00fa d\u00f4le\u017eit\u00fdmi aspektmi ka\u017edej dobrej prev\u00e1dzky a v\u010faka CloudTalku m\u00f4\u017ee by\u0165 t\u00e1 va\u0161a ove\u013ea lep\u0161ia.\nTak na \u010do e\u0161te \u010dak\u00e1te? <\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Zv\u00fd\u0161te efektivitu svojho t\u00edmu pomocou efekt\u00edvneho riadenia pracovnej sily.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"431\" height=\"416\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_04.svg\" alt=\"Ilustr&#xE1;cia pr&#xED;strojovej dosky\" class=\"wp-image-317\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">Dozvedie\u0165 sa viac<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky<\/h2>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong>Ako predpoved\u00e1te telefon\u00e1ty?<\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Predpovedanie telefonick\u00fdch hovorov zah\u0155\u0148a anal\u00fdzu historick\u00fdch <a href=\"https:\/\/www.cloudtalk.io\/blog\/what-are-call-tracking-metrics\/\" target=\"_blank\" rel=\"noopener\">\u00fadajov o hovoroch<\/a> s cie\u013eom identifikova\u0165 trendy a vzory.<br \/>\nPomocou \u0161tatistick\u00fdch modelov a algoritmov strojov\u00e9ho u\u010denia m\u00f4\u017eete predpoveda\u0165 bud\u00face objemy hovorov.   <\/p>\n<p>Tento proces zah\u0155\u0148a zhroma\u017e\u010fovanie \u00fadajov o minul\u00fdch hovoroch, ich spracovanie na vy\u010distenie a normaliz\u00e1ciu inform\u00e1ci\u00ed a pou\u017eitie prognostick\u00fdch modelov, ako je ARIMA alebo techniky strojov\u00e9ho u\u010denia, na vytvorenie presn\u00fdch predpoved\u00ed.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong>Ako predpoveda\u0165 percentu\u00e1lny podiel v call centre?<\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p><a href=\"https:\/\/www.cloudtalk.io\/blog\/measuring-customer-satisfaction-how-to-do-it-and-why\/\" target=\"_blank\" rel=\"noopener\">Predpovedanie percentu\u00e1lnych hodn\u00f4t, ako je miera opusten\u00fdch hovorov alebo miera spokojnosti z\u00e1kazn\u00edkov<\/a>, zah\u0155\u0148a sk\u00famanie historick\u00fdch \u00fadajov o v\u00fdkonnosti a identifik\u00e1ciu faktorov, ktor\u00e9 tieto ukazovatele ovplyv\u0148uj\u00fa. <\/p>\n<p>\u0160tatistick\u00e1 anal\u00fdza a predikt\u00edvne modely pom\u00e1haj\u00fa odhadn\u00fa\u0165 bud\u00face percent\u00e1 zoh\u013eadnen\u00edm premenn\u00fdch, ako je objem hovorov, \u00farove\u0148 person\u00e1lu a extern\u00e9 udalosti.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong>Ako predv\u00edda\u0165 objem telefonick\u00fdch hovorov?<\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Predpovedanie objemu call centra sa za\u010d\u00edna zhroma\u017e\u010fovan\u00edm historick\u00fdch \u00fadajov o hovoroch a v\u0161etk\u00fdch relevantn\u00fdch extern\u00fdch faktorov.<br \/>\nTieto \u00fadaje sa potom spracuj\u00fa a vlo\u017eia do prognostick\u00fdch modelov, ktor\u00e9 dok\u00e1\u017eu identifikova\u0165 vzorce a predpoveda\u0165 bud\u00face objemy hovorov.   <\/p>\n<p>Pravideln\u00e9 aktualiz\u00e1cie a valid\u00e1cie modelu zabezpe\u010duj\u00fa jeho presnos\u0165 v \u010dase a pom\u00e1haj\u00fa predv\u00edda\u0165 \u0161pi\u010dky a poklesy v objeme hovorov.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1715775387450\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong><strong>Ako predv\u00edda\u0165 \u00farove\u0148 slu\u017eieb v call centre?<\/strong><\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Ak chcete predpoveda\u0165 \u00farove\u0148 slu\u017eieb, mus\u00edte zoh\u013eadni\u0165 progn\u00f3zy po\u010dtu hovorov aj person\u00e1lne pl\u00e1ny.<br \/>\nAnal\u00fdzou \u00fadajov o \u00farovni slu\u017eieb v minulosti, priemern\u00e9ho \u010dasu vybavenia a aktu\u00e1lnej \u00farovne person\u00e1lu m\u00f4\u017eete pomocou simula\u010dn\u00fdch alebo optimaliza\u010dn\u00fdch modelov predpoveda\u0165, ako dobre bude call centrum plni\u0165 svoje ciele v oblasti slu\u017eieb.   <\/p>\n<p>\u00daprava person\u00e1lnych pl\u00e1nov na z\u00e1klade t\u00fdchto predpoved\u00ed pom\u00e1ha udr\u017ea\u0165 po\u017eadovan\u00fa \u00farove\u0148 slu\u017eieb.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1718888410128\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong>Ako \u010dasto by sa malo vykon\u00e1va\u0165 progn\u00f3zovanie call centra?<\/strong><\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Progn\u00f3zy call centra by sa mali vykon\u00e1va\u0165 pravidelne, zvy\u010dajne na dennej, t\u00fd\u017edennej a mesa\u010dnej b\u00e1ze.<br \/>\nDenn\u00e9 progn\u00f3zy pom\u00e1haj\u00fa riadi\u0165 okam\u017eit\u00e9 person\u00e1lne potreby, zatia\u013e \u010do t\u00fd\u017edenn\u00e9 a mesa\u010dn\u00e9 progn\u00f3zy s\u00fa u\u017eito\u010dn\u00e9 na dlhodobej\u0161ie pl\u00e1novanie a anal\u00fdzu trendov.   <\/p>\n<p>Neust\u00e1le monitorovanie a aktualiz\u00e1cia progn\u00f3z zabezpe\u010duje ich presnos\u0165 a relevantnos\u0165.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1718888424528\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \"><strong>Ako zv\u00fd\u0161ite presnos\u0165 predpoved\u00ed v call centre<\/strong>?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Ak chcete zv\u00fd\u0161i\u0165 presnos\u0165 predpoved\u00ed, pou\u017e\u00edvajte kvalitn\u00e9 a komplexn\u00e9 historick\u00e9 \u00fadaje a pravidelne aktualizujte svoje modely o najnov\u0161ie inform\u00e1cie.<br \/>\nZahr\u0148te extern\u00e9 faktory, ako s\u00fa marketingov\u00e9 kampane a sviatky, a pou\u017eite pokro\u010dil\u00e9 analytick\u00e9 met\u00f3dy a techniky strojov\u00e9ho u\u010denia.   <\/p>\n<p>Pravidelne overujte svoje modely pomocou sp\u00e4tn\u00e9ho testovania a kr\u00ed\u017eov\u00e9ho overovania a z\u00edskavajte podnety od prev\u00e1dzkov\u00fdch t\u00edmov, aby ste z\u00edskali kvalitat\u00edvne poznatky.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Americk\u00e9 podniky str\u00e1caj\u00fa 1,6 bili\u00f3na dol\u00e1rov kv\u00f4li zl\u00fdm slu\u017eb\u00e1m z\u00e1kazn\u00edkom, pri\u010dom jedn\u00fdm z najv\u00e4\u010d\u0161\u00edch stresorov je dlh\u00fd \u010das \u010dakania. Progn\u00f3zovanie&#8230;<\/p>\n","protected":false},"author":85,"featured_media":217233,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[673],"tags":[],"class_list":["post-231213","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-centrum"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231213","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/users\/85"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=231213"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231213\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/217233"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=231213"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=231213"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=231213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}