{"id":37246,"date":"2023-12-08T23:30:02","date_gmt":"2023-12-08T23:30:02","guid":{"rendered":"https:\/\/masterskills.org\/blog\/giao-tiep-tao-ra-tac-dong-nhu-the-nao-den-viec-quan-ly-du-an-thanh-cong.html"},"modified":"2023-12-24T21:45:42","modified_gmt":"2023-12-24T14:45:42","slug":"giao-tiep-tao-ra-tac-dong-nhu-the-nao-den-viec-quan-ly-du-an-thanh-cong","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/giao-tiep-tao-ra-tac-dong-nhu-the-nao-den-viec-quan-ly-du-an-thanh-cong.html","title":{"rendered":"Giao ti\u1ebfp t\u1ea1o ra t\u00e1c \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ebfn vi\u1ec7c qu\u1ea3n l\u00fd d\u1ef1 \u00e1n th\u00e0nh c\u00f4ng?"},"content":{"rendered":"
\n

Vai tr\u00f2 c\u1ee7a gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n r\u1ea5t \u0111a d\u1ea1ng, nh\u01b0ng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a h\u1ecd l\u1ea1i d\u1ef1a v\u00e0o m\u1ed9t k\u1ef9 n\u0103ng ch\u00ednh: giao ti\u1ebfp hi\u1ec7u qu\u1ea3. \u0110\u00e2y l\u00e0 m\u1ea1ch m\u00e1u c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c nh\u00f3m qu\u1ea3n l\u00fd d\u1ef1 \u00e1n v\u00e0 t\u1ea1o n\u1ec1n t\u1ea3ng cho t\u1ea5t c\u1ea3 c\u00e1c k\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft kh\u00e1c \u0111\u1ec3 th\u1ef1c hi\u1ec7n th\u00e0nh c\u00f4ng c\u00e1c d\u1ef1 \u00e1n.<\/span><\/p>\n

\u0110\u1ec3 vi\u1ec7c giao ti\u1ebfp c\u00f3 hi\u1ec7u qu\u1ea3, y\u00eau c\u1ea7u th\u00f4ng tin li\u00ean l\u1ea1c ph\u1ea3i r\u00f5 r\u00e0ng, minh b\u1ea1ch v\u00e0 \u0111a d\u1ea1ng.<\/span><\/p>\n

V\u1eady t\u1ea1i sao giao ti\u1ebfp \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong qu\u1ea3n l\u00fd d\u1ef1 \u00e1n?<\/strong><\/span><\/h2>\n

Giao ti\u1ebfp t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn vi\u1ec7c th\u00e0nh hay b\u1ea1i trong qu\u1ea3n l\u00fd d\u1ef1 \u00e1n. N\u1ebfu kh\u00f4ng c\u00f3 giao ti\u1ebfp, c\u00e1c nh\u00f3m qu\u1ea3n l\u00fd d\u1ef1 \u00e1n c\u00f3 th\u1ec3 b\u1ecb t\u00e1ch r\u1eddi. M\u1ecdi th\u1ee9 c\u00f3 th\u1ec3 b\u1ecb l\u1ea1c l\u1ed1i trong qu\u00e1 tr\u00ecnh chuy\u1ec3n \u0111\u1ed5i ng\u00f4n ng\u1eef, th\u1eddi h\u1ea1n c\u00f4ng vi\u1ec7c c\u00f3 th\u1ec3 b\u1ecb qu\u00ean l\u00e3ng v\u00e0 c\u00e1c kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a d\u1ef1 \u00e1n c\u00f3 th\u1ec3 b\u1ecb b\u1ecf s\u00f3t.<\/span><\/p>\n

V\u00ec t\u00ednh h\u1ee3p t\u00e1c trong nh\u00f3m r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi vi\u1ec7c qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, n\u00ean giao ti\u1ebfp kh\u00f4ng hi\u1ec7u qu\u1ea3 c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn xung \u0111\u1ed9t trong nh\u00f3m v\u00e0 vi\u1ec7c chuy\u1ec3n giao gi\u00e1 tr\u1ecb s\u1ebd th\u1ea5t b\u1ea1i. N\u1ebfu b\u1ea1n kh\u00f4ng c\u1ea9n th\u1eadn, c\u00e1c quy\u1ebft \u0111\u1ecbnh trong d\u1ef1 \u00e1n c\u00f3 th\u1ec3 tr\u1edf n\u00ean t\u1ed3i t\u1ec7 h\u01a1n r\u1ea5t nhi\u1ec1u so v\u1edbi d\u1ef1 ki\u1ebfn.<\/span><\/p>\n

Tr\u00ean th\u1ef1c t\u1ebf, m\u1ed9t b\u00e1o c\u00e1o c\u1ee7a PMI v\u00e0o n\u0103m 2013 ti\u1ebft l\u1ed9 r\u1eb1ng, trong m\u1ed7i 1 t\u1ef7 \u0111\u00f4 la \u0111\u01b0\u1ee3c chi cho c\u00e1c d\u1ef1 \u00e1n, c\u00f3 \u0111\u1ebfn 135 tri\u1ec7u \u0111\u00f4 la d\u00e0nh cho r\u1ee7i ro v\u00e0 56% trong s\u1ed1 c\u00e1c r\u1ee7i ro \u0111\u00f3 l\u00e0 do giao ti\u1ebfp kh\u00f4ng hi\u1ec7u qu\u1ea3.<\/span><\/p>\n

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T\u1ea5t c\u1ea3 \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 tr\u00e1nh \u0111\u01b0\u1ee3c khi s\u1ef1 giao ti\u1ebfp tr\u1edf n\u00ean r\u00f5 r\u00e0ng h\u01a1n. B\u1eb1ng c\u00e1ch hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1ch th\u00f4ng tin \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ea1t v\u00e0 bi\u1ebft nh\u1eefng k\u00eanh truy\u1ec1n th\u00f4ng n\u00e0o \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng, b\u1ea1n c\u00f3 th\u1ec3 khai th\u00e1c h\u1ebft ti\u1ec1m n\u0103ng c\u1ee7a vi\u1ec7c giao ti\u1ebfp hi\u1ec7u qu\u1ea3 h\u01a1n. Khi t\u1eadp trung v\u00e0o giao ti\u1ebfp nh\u01b0 m\u1ed9t \u0111i\u1ec3m ch\u00ednh \u0111\u1ec3 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, b\u1ea1n s\u1ebd b\u1eaft \u0111\u1ea7u th\u1ea5y giao ti\u1ebfp h\u1eefu \u00edch nh\u01b0 th\u1ebf n\u00e0o trong vi\u1ec7c \u0111i\u1ec1u ph\u1ed1i v\u00e0 giao nhi\u1ec7m v\u1ee5 cho c\u00e1c nh\u00f3m ph\u00f9 h\u1ee3p.<\/span><\/p>\n

B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean \u0111\u1ec3 giao ti\u1ebfp r\u00f5 r\u00e0ng h\u01a1n l\u00e0 hi\u1ec3u v\u1ec1 c\u00e1c lo\u1ea1i giao ti\u1ebfp kh\u00e1c nhau c\u00f3 th\u1ec3 di\u1ec5n ra \u1edf t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n.<\/span><\/p>\n

Giao ti\u1ebfp t\u1eeb tr\u00ean xu\u1ed1ng v\u00e0 t\u1eeb d\u01b0\u1edbi l\u00ean<\/strong><\/span><\/p>\n

S\u1ef1 kh\u00e1c bi\u1ec7t ch\u00ednh gi\u1eefa 2 lo\u1ea1i giao ti\u1ebfp n\u00e0y n\u1eb1m \u1edf h\u1ec7 th\u1ed1ng c\u1ea5p b\u1eadc. Trong khi th\u00f4ng tin li\u00ean l\u1ea1c t\u1eeb d\u01b0\u1edbi l\u00ean chuy\u1ec3n t\u1eeb nh\u00e2n vi\u00ean \u0111\u1ebfn qu\u1ea3n l\u00fd c\u1ea5p tr\u00ean, th\u00ec th\u00f4ng tin li\u00ean l\u1ea1c t\u1eeb tr\u00ean xu\u1ed1ng chuy\u1ec3n t\u1eeb qu\u1ea3n l\u00fd c\u1ea5p tr\u00ean \u0111\u1ebfn nh\u00e2n vi\u00ean.<\/span><\/p>\n

Phong c\u00e1ch giao ti\u1ebfp s\u1ebd kh\u00e1c nhau tu\u1ef3 t\u1eebng tr\u01b0\u1eddng h\u1ee3p, nh\u01b0ng \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 vai tr\u00f2 c\u1ee7a h\u1ecd trong qu\u1ea3n l\u00fd d\u1ef1 \u00e1n. C\u00e1c gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n kh\u00f4ng ch\u1ec9 c\u00f3 th\u1ec3 t\u1ef1 tin chia s\u1ebb t\u1ea7m nh\u00ecn c\u1ee7a m\u00ecnh – h\u1ecd c\u0169ng ph\u1ea3i c\u00f3 k\u1ef9 n\u0103ng l\u00e3nh \u0111\u1ea1o d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb. Vi\u1ec7c l\u1eafng nghe v\u00e0 ti\u1ebfp nh\u1eadn ph\u1ea3n h\u1ed3i (giao ti\u1ebfp t\u1eeb d\u01b0\u1edbi l\u00ean) c\u0169ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed9t d\u1ef1 \u00e1n nh\u01b0 l\u00e0 ng\u01b0\u1eddi \u1ee7y quy\u1ec1n\/giao nhi\u1ec7m v\u1ee5 (giao ti\u1ebfp t\u1eeb tr\u00ean xu\u1ed1ng).<\/span><\/p>\n

Giao ti\u1ebfp b\u00ean trong\/Truy\u1ec1n th\u00f4ng n\u1ed9i b\u1ed9 v\u00e0 b\u00ean ngo\u00e0i<\/strong><\/span><\/p>\n

Truy\u1ec1n th\u00f4ng n\u1ed9i b\u1ed9 t\u1eadp trung v\u00e0o lu\u1ed3ng th\u00f4ng tin gi\u1eefa c\u00e1c c\u00e1 nh\u00e2n hi\u1ec7n \u0111ang l\u00e0m vi\u1ec7c trong c\u00f9ng m\u1ed9t d\u1ef1 \u00e1n. \u0110\u00e2y c\u00f3 th\u1ec3 l\u00e0 b\u1ea5t c\u1ee9 th\u1ee9 g\u00ec t\u1eeb vi\u1ec7c c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m chia s\u1ebb c\u00e1c phi\u00ean b\u1ea3n c\u1eadp nh\u1eadt th\u00f4ng qua m\u1ed9t c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 c\u1ed9ng t\u00e1c cho \u0111\u1ebfn vi\u1ec7c gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n \u1ee7y nhi\u1ec7m c\u00e1c c\u00f4ng vi\u1ec7c\/nhi\u1ec7m v\u1ee5.<\/span><\/p>\n

Tuy nhi\u00ean, giao ti\u1ebfp b\u00ean ngo\u00e0i t\u1eadp trung v\u00e0o lu\u1ed3ng th\u00f4ng tin gi\u1eefa nh\u1eefng ng\u01b0\u1eddi l\u00e0m vi\u1ec7c trong d\u1ef1 \u00e1n v\u00e0 c\u00e1c b\u00ean li\u00ean quan kh\u00f4ng tr\u1ef1c ti\u1ebfp tham gia v\u00e0o vi\u1ec7c chuy\u1ec3n giao v\u00e0 ho\u00e0n th\u00e0nh d\u1ef1 \u00e1n.<\/span><\/p>\n

C\u1ea3 hai h\u00ecnh th\u1ee9c giao ti\u1ebfp n\u00e0y \u0111\u1ec1u kh\u00f4ng th\u1ec3 thi\u1ebfu trong qu\u00e1 tr\u00ecnh qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, ngay t\u1eeb khi h\u00ecnh th\u00e0nh cho \u0111\u1ebfn khi th\u1ef1c hi\u1ec7n tri\u1ec3n khai. C\u00e1c gi\u00e1m \u0111\u1ed1c ph\u1ea3i th\u00fac \u0111\u1ea9y m\u1ed9t m\u00f4i tr\u01b0\u1eddng h\u1ee3p t\u00e1c \u0111\u1ec3 c\u00e1c th\u00e0nh vi\u00ean d\u1ef1 \u00e1n chia s\u1ebb th\u00f4ng tin (truy\u1ec1n th\u00f4ng n\u1ed9i b\u1ed9), nh\u01b0ng giao ti\u1ebfp b\u00ean ngo\u00e0i c\u0169ng quan tr\u1ecdng kh\u00f4ng k\u00e9m.<\/span><\/p>\n

C\u00e1c b\u00ean li\u00ean quan \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 nh\u1eefng ng\u01b0\u1eddi quan t\u00e2m \u0111\u1ebfn doanh nghi\u1ec7p, c\u1ee5 th\u1ec3 l\u00e0 d\u1ef1 \u00e1n \u0111ang \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n. \u0110\u00e2y c\u00f3 th\u1ec3 l\u00e0 b\u1ea5t k\u1ef3 ai t\u1eeb ban \u0111i\u1ec1u h\u00e0nh, b\u00e1o ch\u00ed, v\u00e0 th\u1eadm ch\u00ed l\u00e0 c\u00f4ng ch\u00fang (kh\u00e1ch h\u00e0ng). N\u1ebfu giao ti\u1ebfp b\u00ean ngo\u00e0i kh\u00f4ng hi\u1ec7u qu\u1ea3, c\u00e1c nh\u00f3m d\u1ef1 \u00e1n s\u1ebd g\u1eb7p kh\u00f3 kh\u0103n v\u00ec kh\u00f4ng c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o th\u00f4ng tin khi\u1ebfn d\u1ef1 \u00e1n c\u1ee7a m\u00ecnh tr\u1edf n\u00ean h\u1ea5p d\u1eabn tr\u01b0\u1edbc c\u00e1c t\u00e1c \u0111\u1ed9ng b\u00ean ngo\u00e0i.<\/span><\/p>\n

\u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 l\u00e0 b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec t\u1eeb vi\u1ec7c nh\u1eadn ph\u1ea3n h\u1ed3i v\u1ec1 m\u1ed9t d\u1ef1 \u00e1n \u0111ang \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n t\u1eeb kh\u00e1ch h\u00e0ng n\u1ed9i b\u1ed9 v\u00e0 b\u00ean ngo\u00e0i \u0111\u1ebfn vi\u1ec7c tr\u00ecnh b\u00e0y \u00fd t\u01b0\u1edfng v\u1edbi ban \u0111i\u1ec1u h\u00e0nh. Vi\u1ec7c s\u1eed d\u1ee5ng h\u00ecnh th\u1ee9c giao ti\u1ebfp n\u00e0y c\u0169ng c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n trong c\u00e1c l\u0129nh v\u1ef1c kh\u00e1c, n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng (CX) v\u1edbi ph\u1ea3n h\u1ed3i t\u1eeb c\u00f4ng ch\u00fang.<\/span><\/p>\n

Khuy\u1ebfn kh\u00edch c\u00e1c b\u00ean li\u00ean quan b\u00ean ngo\u00e0i (nh\u01b0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n) chia s\u1ebb ph\u1ea3n h\u1ed3i v\u1ec1 s\u1ef1 th\u00e0nh c\u00f4ng trong giao ti\u1ebfp c\u0169ng nh\u01b0 vi\u1ec7c chuy\u1ec3n giao gi\u00e1 tr\u1ecb d\u1ef1 \u00e1n th\u00f4ng qua ph\u1ea7n m\u1ec1m trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn (cloud call center software) ho\u1eb7c b\u1ea5t k\u1ef3 di\u1ec5n \u0111\u00e0n n\u00e0o cho ph\u00e9p chia s\u1ebb ph\u1ea3n h\u1ed3i.<\/span><\/p>\n

V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 giao ti\u1ebfp c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u00ean di\u1ec7n r\u1ed9ng nh\u1eb1m \u0111\u1ea3m b\u1ea3o vi\u1ec7c chuy\u1ec3n giao d\u1ef1 \u00e1n th\u00e0nh c\u00f4ng?<\/strong><\/span><\/h2>\n

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L\u00e0 gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n, c\u00f3 r\u1ea5t nhi\u1ec1u \u0111i\u1ec1u b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m \u0111\u1ec3 c\u1ea3i thi\u1ec7n giao ti\u1ebfp v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ef1 th\u00e0nh c\u00f4ng:<\/span><\/p>\n

Thi\u1ebft l\u1eadp chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp<\/strong><\/span><\/p>\n

Tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u d\u1ef1 \u00e1n, b\u1ea1n h\u00e3y \u0111\u1eb7t ra m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp r\u00f5 r\u00e0ng cho c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m. M\u1ee5c \u0111\u00edch l\u00e0 \u0111\u1ec3 ph\u00e1c th\u1ea3o c\u00e1ch m\u00e0 th\u00f4ng tin s\u1ebd \u0111\u01b0\u1ee3c t\u1ea1o ra v\u00e0 \u0111i \u0111\u1ebfn nh\u1eefng l\u0129nh v\u1ef1c n\u00e0o. H\u00e3y suy ngh\u0129 v\u1ec1 vi\u1ec7c m\u1ed9t s\u1ed1 th\u00f4ng tin li\u00ean l\u1ea1c s\u1ebd \u0111i t\u1eeb d\u01b0\u1edbi l\u00ean v\u00e0 \u0111i t\u1eeb tr\u00ean xu\u1ed1ng hay giao ti\u1ebfp b\u00ean ngo\u00e0i v\u00e0 b\u00ean trong, t\u1eeb \u0111\u00f3 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a b\u1ea1n cho ph\u00f9 h\u1ee3p.<\/span><\/p>\n

H\u00e3y suy ngh\u0129 v\u1ec1 nh\u1eefng th\u00f4ng tin n\u00e0o s\u1ebd \u0111\u01b0\u1ee3c chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m \u1edf m\u1ed7i b\u01b0\u1edbc tr\u00ean \u0111\u01b0\u1eddng truy\u1ec1n th\u00f4ng, t\u1eeb \u0111\u00f3 \u0111\u1ea3m b\u1ea3o t\u1ea5t c\u1ea3 c\u00e1c b\u00ean \u0111\u1ec1u nh\u1eadn \u0111\u01b0\u1ee3c th\u00f4ng tin.<\/span><\/p>\n

C\u00e1c c\u00e2u h\u1ecfi quan tr\u1ecdng c\u1ea7n \u0111\u01b0\u1ee3c c\u00e2n nh\u1eafc bao g\u1ed3m:<\/span><\/p>\n

– M\u1ee5c ti\u00eau c\u1ee7a d\u1ef1 \u00e1n l\u00e0 g\u00ec?<\/span><\/p>\n

– Ai l\u00e0 ng\u01b0\u1eddi n\u1eafm vai tr\u00f2 ch\u00ednh trong \u0111\u00f3?<\/span><\/p>\n

– Th\u00e0nh vi\u00ean n\u00e0o \u0111ang t\u1eadp trung v\u00e0o l\u0129nh v\u1ef1c n\u00e0o c\u1ee7a d\u1ef1 \u00e1n?<\/span><\/p>\n

– Th\u1eddi h\u1ea1n k\u1ebft th\u00fac c\u00e1c c\u00f4ng vi\u1ec7c l\u00e0 g\u00ec?<\/span><\/p>\n

– \u0110\u00e2u l\u00e0 c\u00e1c r\u1ee7i ro ti\u1ec1m n\u0103ng v\u00e0 l\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 gi\u1ea3m thi\u1ec3u nh\u1eefng r\u1ee7i ro n\u00e0y?<\/span><\/p>\n

Khi \u0111\u00e3 c\u00f3 c\u00e2u tr\u1ea3 l\u1eddi cho nh\u1eefng c\u00e2u h\u1ecfi tr\u00ean v\u00e0 thi\u1ebft l\u1eadp \u0111\u01b0\u1ee3c chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp cho m\u00ecnh, b\u1ea1n c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u quy tr\u00ecnh \u1ee7y quy\u1ec1n\/giao nhi\u1ec7m v\u1ee5. B\u1ea1n n\u00ean ph\u00e2n c\u00f4ng r\u00f5 r\u00e0ng ai s\u1ebd th\u1ef1c hi\u1ec7n nh\u1eefng c\u00f4ng vi\u1ec7c g\u00ec v\u00e0 c\u1ea7n \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng n\u00e0o.<\/span><\/p>\n

S\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh v\u00e0 c\u00f4ng c\u1ee5 giao ti\u1ebfp<\/strong><\/span><\/p>\n

Khi l\u00e0m vi\u1ec7c t\u1eeb xa tr\u1edf n\u00ean b\u00ecnh th\u01b0\u1eddng, s\u1ed1 h\u00f3a n\u01a1i l\u00e0m vi\u1ec7c th\u1eadm ch\u00ed c\u00f2n tr\u1edf n\u00ean quan tr\u1ecdng h\u01a1n \u0111\u1ed1i v\u1edbi vi\u1ec7c giao ti\u1ebfp so v\u1edbi tr\u01b0\u1edbc \u0111\u00e2y. Ch\u1ec9 d\u1ef1a v\u00e0o m\u1ed9t h\u00ecnh th\u1ee9c giao ti\u1ebfp ho\u1eb7c c\u00f4ng ngh\u1ec7 \u0111\u1ec3 truy\u1ec1n t\u1ea3i th\u00f4ng \u0111i\u1ec7p l\u00e0 ch\u01b0a \u0111\u1ee7. L\u00e0 gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n, b\u1ea1n ph\u1ea3i \u00fd th\u1ee9c \u0111\u01b0\u1ee3c \u0111\u1ed1i t\u01b0\u1ee3ng giao ti\u1ebfp c\u1ee7a m\u00ecnh l\u00e0 ai (c\u00e1c b\u00ean li\u00ean quan, th\u00e0nh vi\u00ean trong nh\u00f3m, ban \u0111i\u1ec1u h\u00e0nh), nh\u1eefng k\u00eanh v\u00e0 h\u00ecnh th\u1ee9c giao ti\u1ebfp n\u00e0o s\u1ebd ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi h\u1ecd.<\/span><\/p>\n

H\u00e3y suy ngh\u0129 v\u1ec1 t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh c\u00f3 s\u1eb5n (cu\u1ed9c h\u1ecdp tr\u1ef1c ti\u1ebfp v\u00e0 giao ti\u1ebfp t\u1eeb xa, kh\u00f4ng l\u1eddi n\u00f3i v\u00e0 b\u1eb1ng v\u0103n b\u1ea3n) v\u00e0 th\u1eed c\u00e2n nh\u1eafc ch\u00fang. M\u1eb7c d\u00f9 k\u00eanh n\u00e0y kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i t\u1ed1t h\u01a1n k\u00eanh kia, nh\u01b0ng m\u1ed9t s\u1ed1 k\u00eanh s\u1ebd hi\u1ec7u qu\u1ea3 h\u01a1n trong vi\u1ec7c chuy\u1ec3n ti\u1ebfp th\u00f4ng tin t\u00f9y thu\u1ed9c v\u00e0o ng\u01b0\u1eddi m\u00e0 b\u1ea1n \u0111ang giao ti\u1ebfp.<\/span><\/p>\n

B\u1eb1ng c\u00e1ch \u0111i\u1ec1u ch\u1ec9nh ph\u01b0\u01a1ng ph\u00e1p giao ti\u1ebfp v\u00e0 s\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh kh\u00e1c nhau, b\u1ea1n s\u1ebd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng truy\u1ec1n t\u1ea3i th\u00f4ng \u0111i\u1ec7p c\u1ee7a m\u00ecnh m\u1ed9t c\u00e1ch r\u00f5 r\u00e0ng h\u01a1n. C\u00f3 th\u1ec3 c\u00e2n nh\u1eafc s\u1eed d\u1ee5ng nhi\u1ec1u c\u00f4ng c\u1ee5 nh\u01b0 \u1ee9ng d\u1ee5ng nh\u1eafn tin v\u0103n b\u1ea3n, ph\u1ea7n m\u1ec1m c\u1ed9ng t\u00e1c l\u00e0m vi\u1ec7c v\u00e0 ph\u00e2n ph\u1ed1i cu\u1ed9c g\u1ecdi t\u1ef1 \u0111\u1ed9ng (Automatic Call Distribution \u2013 ACD) k\u1ebft h\u1ee3p v\u1edbi giao ti\u1ebfp b\u1eb1ng v\u0103n b\u1ea3n v\u00e0 c\u00e1c cu\u1ed9c h\u1ecdp tr\u1ef1c ti\u1ebfp.<\/span><\/p>\n

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\u0110\u1ed3ng c\u1ea3m v\u00e0 th\u1ea5u hi\u1ec3u nh\u00f3m c\u1ee7a b\u1ea1n<\/strong><\/span><\/p>\n

Tr\u1edf th\u00e0nh gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n kh\u00f4ng ch\u1ec9 c\u00f3 ngh\u0129a b\u1ea1n c\u00f3 quy\u1ec1n giao nhi\u1ec7m v\u1ee5 m\u00e0 b\u1ea1n c\u0169ng c\u1ea7n hi\u1ec3u v\u00e0 bi\u1ebft r\u00f5 v\u1ec1 c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m c\u1ee7a m\u00ecnh. H\u00e3y l\u01b0u \u00fd m\u1ecdi r\u00e0o c\u1ea3n v\u1ec1 v\u0103n h\u00f3a ho\u1eb7c ng\u00f4n ng\u1eef \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh c\u00e1ch giao ti\u1ebfp c\u1ee7a m\u00ecnh cho ph\u00f9 h\u1ee3p.<\/span><\/p>\n

C\u00e2n nh\u1eafc t\u1ea7m quan tr\u1ecdng c\u1ee7a giao ti\u1ebfp t\u1eeb d\u01b0\u1edbi l\u00ean v\u00e0 s\u1eb5n s\u00e0ng ti\u1ebfp nh\u1eadn ph\u1ea3n h\u1ed3i c\u0169ng nh\u01b0 l\u1eafng nghe nh\u00f3m c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap th\u00fac \u0111\u1ea9y m\u1ed9t m\u00f4i tr\u01b0\u1eddng h\u1ee3p t\u00e1c l\u00e0nh m\u1ea1nh, t\u00f4n tr\u1ecdng v\u00e0 minh b\u1ea1ch.<\/span><\/p>\n

L\u1eafng nghe t\u00edch c\u1ef1c c\u0169ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi vi\u1ec7c qu\u1ea3n l\u00fd d\u1ef1 \u00e1n nh\u01b0 giao ti\u1ebfp v\u00e0 s\u1ebd gi\u00fap b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 t\u00f4n tr\u1ecdng c\u1ee7a nh\u00f3m trong d\u00e0i h\u1ea1n. Khuy\u1ebfn kh\u00edch nh\u1eefng g\u00f3p \u00fd mang t\u00ednh x\u00e2y d\u1ef1ng v\u00e0 c\u00e2n nh\u1eafc thi\u1ebft l\u1eadp m\u1ed9t c\u00f4ng c\u1ee5 ph\u1ea7n m\u1ec1m h\u1ee3p t\u00e1c, n\u01a1i m\u1ecdi ng\u01b0\u1eddi c\u00f3 th\u1ec3 tho\u1ea3i m\u00e1i n\u00eau \u00fd ki\u1ebfn c\u1ee7a m\u00ecnh v\u1ec1 d\u1ef1 \u00e1n \u0111ang th\u1ef1c hi\u1ec7n c\u0169ng r\u1ea5t quan tr\u1ecdng.<\/span><\/p>\n

B\u1eb1ng c\u00e1ch n\u00e0y, b\u1ea1n s\u1ebd kh\u00f4ng ch\u1ec9 c\u1ea3i thi\u1ec7n vi\u1ec7c chuy\u1ec3n giao d\u1ef1 \u00e1n m\u00e0 c\u00f2n c\u1ea3 vai tr\u00f2 c\u1ee7a m\u00ecnh v\u1edbi t\u01b0 c\u00e1ch l\u00e0 gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n. H\u00e3y thu th\u1eadp ph\u1ea3n h\u1ed3i m\u00e0 b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c v\u1ec1 c\u00e1c d\u1ef1 \u00e1n v\u00e0 k\u1ef9 n\u0103ng giao ti\u1ebfp c\u1ee7a m\u00ecnh, r\u1ed3i \u0111\u01b0a n\u00f3 v\u00e0o k\u1ebf ho\u1ea1ch ph\u00e1t tri\u1ec3n ngh\u1ec1 nghi\u1ec7p (PDP – professional development plan) c\u1ee7a b\u1ea1n.
B\u1ea1n c\u00e0ng ph\u00e1t tri\u1ec3n v\u1edbi t\u01b0 c\u00e1ch l\u00e0 gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n, b\u1ea1n s\u1ebd c\u00e0ng c\u00f3 nhi\u1ec1u kh\u00f4ng gian \u0111\u1ec3 ph\u00e1t tri\u1ec3n trong c\u00e1c d\u1ef1 \u00e1n c\u1ee7a m\u00ecnh.<\/span><\/p>\n

Cung c\u1ea5p c\u00e1c b\u1ea3n c\u1eadp nh\u1eadt th\u01b0\u1eddng xuy\u00ean<\/strong><\/span><\/p>\n

H\u00e3y \u0111\u1ea3m b\u1ea3o b\u1ea1n lu\u00f4n c\u1eadp nh\u1eadt v\u1ec1 ti\u1ebfn \u0111\u1ed9 c\u1ee7a d\u1ef1 \u00e1n v\u1edbi c\u1ea3 n\u1ed9i b\u1ed9 v\u00e0 b\u00ean ngo\u00e0i, b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng m\u1ed9t c\u00f4ng c\u1ee5 ph\u1ea7n m\u1ec1m c\u1ed9ng t\u00e1c c\u00f3 th\u1ec3 chia s\u1ebb b\u1ea5t k\u1ef3 t\u00e0i li\u1ec7u n\u00e0o v\u00e0 c\u1eadp nh\u1eadt c\u00e1c ph\u1ea3n h\u1ed3i hay c\u00e1c thay \u0111\u1ed5i c\u1ea7n \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n li\u00ean t\u1ee5c.<\/span><\/p>\n

Lu\u00f4n c\u1eadp nh\u1eadt th\u00f4ng tin c\u1ee7a m\u1ecdi ng\u01b0\u1eddi s\u1ebd gi\u00fap b\u1ea1n linh ho\u1ea1t n\u1ebfu c\u1ea7n c\u00f3 thay \u0111\u1ed5i v\u00e0 t\u1ea1o ni\u1ec1m tin trong nh\u00f3m c\u1ee7a b\u1ea1n. Khi b\u00e1o c\u00e1o v\u00e0 cung c\u1ea5p th\u00f4ng tin c\u1eadp nh\u1eadt, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n ph\u1ea3i ghi nh\u1edb \u0111\u1ebfn \u0111\u1ed1i t\u01b0\u1ee3ng giao ti\u1ebfp.<\/span><\/p>\n

B\u1ea1n c\u00f3 \u0111ang c\u1eadp nh\u1eadt cho m\u1ed9t nh\u00f3m c\u00e1c b\u00ean li\u00ean quan ho\u1eb7c c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m v\u1ec1 ti\u1ebfn \u0111\u1ed9 c\u1ee7a d\u1ef1 \u00e1n kh\u00f4ng? C\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1c nhau c\u00f3 th\u1ec3 ph\u1ea3n \u1ee9ng t\u1ed1t h\u01a1n v\u1edbi c\u00e1c h\u00ecnh th\u1ee9c giao ti\u1ebfp kh\u00e1c nhau (c\u00e1c b\u00ean li\u00ean quan c\u00f3 th\u1ec3 th\u00edch d\u1ea1ng bi\u1ec3u \u0111\u1ed3 v\u00e0 s\u01a1 \u0111\u1ed3 trong khi nh\u00f3m d\u1ef1 \u00e1n c\u00f3 th\u1ec3 th\u00edch m\u1ed9t cu\u1ed9c h\u1ecdp ng\u1eafn).<\/span><\/p>\n

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G\u1eedi c\u00e1c b\u1ea3n c\u1eadp nh\u1eadt h\u00e0ng tu\u1ea7n v\u1ec1 d\u1ef1 \u00e1n s\u1ebd gi\u00fap m\u1ecdi ng\u01b0\u1eddi nh\u1eadn \u0111\u01b0\u1ee3c th\u00f4ng tin m\u1edbi nh\u1ea5t v\u00e0 l\u00e0m vi\u1ec7c h\u01b0\u1edbng t\u1edbi m\u1ed9t m\u1ee5c ti\u00eau chung, t\u1ed1i \u0111a h\u00f3a l\u1ef1c l\u01b0\u1ee3ng lao \u0111\u1ed9ng (Workforce Optimization – WFO) c\u1ee7a b\u1ea1n.<\/span><\/p>\n

Ph\u00e2n t\u00edch v\u00e0 gi\u00e1m s\u00e1t chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng<\/strong><\/span><\/p>\n

Khi b\u1ea1n b\u1eaft \u0111\u1ea7u th\u1eed nghi\u1ec7m chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp, h\u00e3y \u0111\u1ea3m b\u1ea3o r\u1eb1ng b\u1ea1n s\u1ebd theo d\u00f5i chi\u1ebfn l\u01b0\u1ee3c \u0111\u00f3 th\u01b0\u1eddng xuy\u00ean. C\u00e1c d\u1ef1 \u00e1n lu\u00f4n c\u00f3 s\u1ef1 thay \u0111\u1ed5i, nhu c\u1ea7u v\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn c\u1ee7a nh\u00f3m b\u1ea1n c\u0169ng v\u1eady; chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng c\u1ee7a b\u1ea1n c\u0169ng c\u1ea7n ph\u1ea3n \u00e1nh nh\u1eefng thay \u0111\u1ed5i n\u00e0y.<\/span><\/p>\n

Y\u00eau c\u1ea7u ph\u1ea3n h\u1ed3i \u0111\u1ec3 c\u1ea3i thi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng c\u1ee7a b\u1ea1n v\u00e0 \u0111\u1ea3m b\u1ea3o n\u00f3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi trong nh\u00f3m (c\u1ea3 n\u1ed9i b\u1ed9 v\u00e0 b\u00ean ngo\u00e0i). N\u1ebfu b\u1ea1n l\u00e0m \u0111i\u1ec1u n\u00e0y s\u1edbm, b\u1ea1n c\u00f3 th\u1ec3 nh\u1eadn th\u1ea5y nh\u1eefng r\u1ee7i ro m\u00e0 b\u1ea1n c\u1ea7n ph\u1ea3i ch\u00fa \u00fd. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o ch\u00fang ngay t\u1eeb \u0111\u1ea7u, b\u1ea1n c\u00f3 th\u1ec3 gi\u1ea3m thi\u1ec3u nh\u1eefng \u0111i\u1ec1u n\u00e0y v\u00e0 tr\u00e1nh xung \u0111\u1ed9t trong t\u01b0\u01a1ng lai.<\/span><\/p>\n

Giao ti\u1ebfp khi d\u1ef1 \u00e1n k\u1ebft th\u00fac<\/strong><\/span><\/p>\n

Ch\u1ec9 giao ti\u1ebfp tr\u01b0\u1edbc v\u00e0 trong d\u1ef1 \u00e1n l\u00e0 ch\u01b0a \u0111\u1ee7 – b\u1ea1n c\u0169ng n\u00ean giao ti\u1ebfp v\u1edbi nh\u00f3m d\u1ef1 \u00e1n sau khi b\u00e0n giao, k\u1ebft th\u00fac d\u1ef1 \u00e1n. Vi\u1ec7c ghi l\u1ea1i v\u00e0 c\u00f4ng nh\u1eadn nh\u1eefng th\u00e0nh c\u00f4ng c\u0169ng nh\u01b0 th\u1ea5t b\u1ea1i l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng \u0111\u1ec3 gi\u00e0nh \u0111\u01b0\u1ee3c s\u1ef1 t\u00f4n tr\u1ecdng t\u1eeb nh\u00f3m c\u1ee7a b\u1ea1n, t\u1eeb \u0111\u00f3 x\u00e1c \u0111\u1ecbnh c\u00e1c kh\u00eda c\u1ea1nh trong t\u01b0\u01a1ng lai \u0111\u1ec3 l\u00e0m vi\u1ec7c t\u1ed1t h\u01a1n.<\/span><\/p>\n

S\u1ef1 th\u1eadt r\u1eb1ng lu\u00f4n c\u00f3 ch\u1ed7 cho s\u1ef1 c\u1ea3i ti\u1ebfn v\u00e0 ph\u00e1t tri\u1ec3n li\u00ean t\u1ee5c, v\u00ec v\u1eady, vi\u1ec7c d\u00e0nh th\u1eddi gian sau khi d\u1ef1 \u00e1n k\u1ebft th\u00fac \u0111\u1ec3 xem x\u00e9t c\u00e1c kh\u00eda c\u1ea1nh n\u00e0y s\u1ebd gi\u00fap b\u1ea1n chu\u1ea9n b\u1ecb t\u1ed1t cho t\u01b0\u01a1ng lai. Vi\u1ec7c b\u00e0n v\u1ec1 nh\u1eefng g\u00ec \u0111\u00e3 di\u1ec5n ra t\u1ed1t \u0111\u1eb9p c\u0169ng quan tr\u1ecdng kh\u00f4ng k\u00e9m, nh\u01b0 vi\u1ec7c ghi c\u00f4ng cho t\u1ea5t c\u1ea3 nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 l\u00e0m vi\u1ec7c trong d\u1ef1 \u00e1n.<\/span><\/p>\n

B\u1ea1n s\u1ebd mu\u1ed1n th\u00fac \u0111\u1ea9y m\u1ed9t kh\u00f4ng gian h\u1ee3p t\u00e1c l\u00e0nh m\u1ea1nh trong qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, n\u01a1i c\u00e1c \u00fd t\u01b0\u1edfng \u0111\u01b0\u1ee3c l\u1eafng nghe v\u00e0 c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m c\u1ee7a b\u1ea1n c\u1ea3m th\u1ea5y c\u00f3 gi\u00e1 tr\u1ecb.<\/span><\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a giao ti\u1ebfp \u0111\u1ed1i v\u1edbi qu\u1ea3n l\u00fd d\u1ef1 \u00e1n tuy\u1ec7t \u0111\u1ed1i kh\u00f4ng \u0111\u01b0\u1ee3c b\u1ecf qua. Giao ti\u1ebfp hi\u1ec7u qu\u1ea3 l\u00e0 y\u1ebfu t\u1ed1 kh\u00f4ng th\u1ec3 thi\u1ebfu \u0111\u1ed1i v\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed9t d\u1ef1 \u00e1n c\u0169ng nh\u01b0 vi\u1ec7c chuy\u1ec3n giao d\u1ef1 \u00e1n. Qu\u1ea3n l\u00fd d\u1ef1 \u00e1n l\u00e0 m\u1ed9t n\u1ed7 l\u1ef1c h\u1ee3p t\u00e1c, \u0111i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 th\u00f4ng tin li\u00ean l\u1ea1c r\u00f5 r\u00e0ng v\u00e0 hi\u1ec7u qu\u1ea3 r\u1ea5t quan tr\u1ecdng \u1edf m\u1ecdi giai \u0111o\u1ea1n.<\/span><\/p>\n

B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o c\u00e1ch truy\u1ec1n v\u00e0 nh\u1eadn th\u00f4ng tin li\u00ean l\u1ea1c, c\u00e1c nh\u00f3m qu\u1ea3n l\u00fd d\u1ef1 \u00e1n s\u1ebd th\u1ea5y c\u00e1c d\u1ef1 \u00e1n c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c v\u1eadn h\u00e0nh tr\u01a1n tru v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n.<\/span><\/p>\n

\u00a0<\/p>\n

Ngu\u1ed3n:\u00a0https:\/\/www.nutcache.com\/<\/span><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

Vai tr\u00f2 c\u1ee7a gi\u00e1m \u0111\u1ed1c d\u1ef1 \u00e1n r\u1ea5t \u0111a d\u1ea1ng, nh\u01b0ng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a h\u1ecd l\u1ea1i d\u1ef1a v\u00e0o m\u1ed9t k\u1ef9 n\u0103ng ch\u00ednh: giao ti\u1ebfp hi\u1ec7u qu\u1ea3. \u0110\u00e2y l\u00e0 m\u1ea1ch m\u00e1u c\u1ee7a t\u1ea5t c\u1ea3 c\u00e1c nh\u00f3m qu\u1ea3n l\u00fd d\u1ef1 \u00e1n v\u00e0 t\u1ea1o n\u1ec1n t\u1ea3ng cho t\u1ea5t c\u1ea3 c\u00e1c k\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft kh\u00e1c \u0111\u1ec3 th\u1ef1c […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[250],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37246"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=37246"}],"version-history":[{"count":4,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37246\/revisions"}],"predecessor-version":[{"id":69056,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37246\/revisions\/69056"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=37246"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=37246"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=37246"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}