{"id":6854,"date":"2020-09-12T16:35:48","date_gmt":"2020-09-12T09:35:48","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6854"},"modified":"2020-09-12T16:35:48","modified_gmt":"2020-09-12T09:35:48","slug":"bien-call-center-cua-ban-tu-chi-phi-thanh-loi-nhuan","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/bien-call-center-cua-ban-tu-chi-phi-thanh-loi-nhuan\/","title":{"rendered":"Turn your call center from a cost center into a profit center"},"content":{"rendered":"<p><strong>Frank Sherlock<\/strong>\u00a0t\u1eeb\u00a0<strong>c\u00f4ng ty Callminer<\/strong>\u00a0\u0111\u00e3 th\u1ea3o lu\u1eadn 2 \u0111i\u1ec3m m\u00e0 b\u1ea1n c\u1ea7n \u0111\u1ec3 thay \u0111\u1ed5i h\u00ecnh \u1ea3nh trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, khuy\u1ebfn kh\u00edch b\u1ea1n s\u1eed d\u1ee5ng nh\u1eefng ph\u00e2n t\u00edch\u00a0t\u01b0\u01a1ng t\u00e1c (<strong>interaction analytics<\/strong>) trong quy tr\u00ecnh \u0111i\u1ec1u h\u00e0nh.<\/p>\n<ul>\n<li>X\u00e1c \u0111\u1ecbnh r\u00f5 ch\u1ec9 ti\u00eau\u00a0<strong>KPIs<\/strong>\u00a0v\u00e0 li\u00ean t\u1ee5c \u0111\u00e1nh gi\u00e1 \u0111\u1ec3 ch\u1eafc ch\u1eafn r\u1eb1ng m\u1ecdi ch\u1ec9 ti\u00eau \u0111\u1ec1u \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng<\/li>\n<li>Li\u00ean t\u1ee5c \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1<strong>\u00a0ROD<\/strong>\u00a0so v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1\u00a0<strong>KPIs<\/strong>, \u0111\u1ea3m b\u1ea3o gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c ph\u00e2n ph\u1ed1i tr\u1edf l\u1ea1i call center v\u00e0 doanh nghi\u1ec7p<\/li>\n<\/ul>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 4 tips \u0111\u1ec3 ch\u1eafc ch\u1eafn ph\u00e2n t\u00edch t\u01b0\u01a1ng t\u00e1c mang l\u1ea1i gi\u00e1 tr\u1ecb cho call center v\u00e0 doanh nghi\u1ec7p:<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/chi_phi_thanh_loi_nhuan_b7d495ea0207466792055afa8535f7f3_grande.jpg\" alt=\"l\u1ee3i \u00edch t\u1eeb callcenter\" \/><\/p>\n<p>Ngu\u1ed3n \u1ea3nh:\u00a0report.az<\/p>\n<h2><strong>1. Hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh ch\u00ednh v\u00e0 nh\u1eefng ng\u01b0\u1eddi \u1ea3nh h\u01b0\u1edfng t\u1edbi hi\u1ec7u qu\u1ea3 kinh doanh<\/strong><\/h2>\n<p>Nh\u01b0 m\u1ecdi d\u1ef1 \u00e1n, lu\u00f4n c\u00f3 nhi\u1ec1u ng\u01b0\u1eddi \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh v\u00e0 ng\u01b0\u1eddi \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn qu\u00e1 tr\u00ecnh ph\u00e2n t\u00edch t\u01b0\u01a1ng t\u00e1c.<\/p>\n<p>C\u00e1c CXO, c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c ho\u1eb7c qu\u1ea3n l\u00fd c\u00f4ng ngh\u1ec7 th\u00f4ng tin \u0111\u1ec1u c\u00f3 c\u00e1c y\u00eau c\u1ea7u ri\u00eang khi th\u1ef1c hi\u1ec7n c\u00e1c l\u1ee3i \u00edch c\u1ee7a vi\u1ec7c s\u1eed d\u1ee5ng trung t\u00e2m li\u00ean l\u1ea1c (call center). C\u00f3 th\u1ec3 c\u00f3 th\u00eam s\u1ef1 tham gia c\u1ee7a c\u00e1c ph\u00f2ng ban kh\u00e1c.<\/p>\n<p>Nh\u01b0 \u0111\u00e3 m\u00f4 t\u1ea3, th\u00f4ng tin thu th\u1eadp \u0111\u01b0\u1ee3c t\u1ea1i c\u00e1c call center c\u00f3 th\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb kinh doanh cho doanh nghi\u1ec7p. Do \u0111\u00f3, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 x\u00e1c \u0111\u1ecbnh t\u1eeb \u0111\u1ea7u ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh v\u00e0 ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng.<\/p>\n<p>Sau \u0111\u00f3, b\u1ea1n c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o vi\u1ec7c x\u00e1c \u0111\u1ecbnh k\u1ebft qu\u1ea3 kinh doanh hay\u00a0<strong>KPI<\/strong>\u00a0n\u00e0o cao nh\u1ea5t trong qu\u00e1 tr\u00ecnh\u00a0l\u00e0m vi\u1ec7c c\u1ee7a h\u1ecd.\u00a0<strong>KPI<\/strong>\u00a0c\u00f3 th\u1ec3 bao g\u1ed3m:<\/p>\n<ul>\n<li>X\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p c\u00e1c tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi<\/li>\n<li>T\u0103ng gi\u00e1 tr\u1ecb d\u00e0i h\u1ea1n c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7\u00a0gi\u1eef kh\u00e1ch<\/li>\n<li>T\u0103ng l\u1ee3i nhu\u1eadn b\u1eb1ng c\u00e1ch t\u0103ng hi\u1ec7u qu\u1ea3 v\u1eadn h\u00e0nh<\/li>\n<li>Thu n\u1ee3\/b\u00e1n h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n<\/li>\n<li>Gi\u1ea3m chi ph\u00ed b\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh v\u00e0 lo\u1ea1i b\u1ecf c\u00e1c l\u00fd do cu\u1ed9c g\u1ecdi \u0111\u1ebfn kh\u00f4ng c\u1ea7n thi\u1ebft<\/li>\n<\/ul>\n<p>C\u00f9ng v\u1edbi r\u1ea5t nhi\u1ec1u\u00a0<strong>KPIs<\/strong>\u00a0\u0111\u1ec3 t\u1eadp trung, vi\u1ec7c l\u1ef1a ch\u1ecdn nh\u1eefng ch\u1ec9 ti\u00eau n\u00e0o quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ph\u1ee5 thu\u1ed9c v\u00e0o leader c\u1ee7a nh\u00f3m. N\u1ebfu kh\u00f4ng c\u00f3 \u0111\u1ea7u v\u00e0o quan tr\u1ecdng n\u00e0y, th\u00ec vi\u1ec7c b\u1ea1n c\u1ed1 g\u1eafng \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 kinh doanh c\u00f3 th\u1ec3\u00a0kh\u00f4ng \u0111\u01b0\u1ee3c ch\u1ea5p nh\u1eadn.<\/p>\n<p>\u0110\u1eebng qu\u00ean li\u00ean t\u1ee5c ki\u1ec3m tra\u00a0<strong>KPIs<\/strong>\u00a0m\u00e0 c\u00e1c ch\u1ee7 doanh nghi\u1ec7p s\u1eed d\u1ee5ng \u0111\u1ec3 xem c\u00f3 s\u1ef1 thay \u0111\u1ed5i n\u00e0o kh\u00f4ng.<\/p>\n<h2><strong>2. Li\u00ean k\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 kinh doanh v\u1edbi c\u00e1c l\u0129nh v\u1ef1c gi\u1ea3i ph\u00e1p \u0111\u1ec3 ch\u1ee9ng minh tr\u01b0\u1eddng h\u1ee3p kinh doanh c\u1ee7a b\u1ea1n<\/strong><\/h2>\n<p>B\u1edfi v\u00ec vi\u1ec7c ph\u00e2n t\u00edch cho ph\u00e9p b\u1ea1n \u0111\u00e1nh gi\u00e1\u00a0<strong>100%<\/strong>\u00a0t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o nh\u1eefng th\u00f4ng tin gi\u00e1 tr\u1ecb m\u00e0 tr\u01b0\u1edbc \u0111\u00e2y b\u1ecb \u1ea9n trong nh\u1eefng d\u1eef li\u1ec7u kh\u00f4ng c\u00f3 c\u1ea5u tr\u00fac v\u00e0 h\u1ec7 th\u1ed1ng.<\/p>\n<p>N\u1ebfu b\u1ea1n kh\u00f4ng c\u0103n ch\u1ec9nh cho c\u00e1c gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau kinh doanh th\u00ec c\u00f3 th\u1ec3 b\u1ea1n s\u1ebd b\u1ecb cho\u00e1ng ng\u1ee3p b\u1edfi ph\u1ea1m v\u1ecb th\u00f4ng tin thu nh\u1eadn v\u1ec1. Do \u0111\u00f3, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 tr\u00e1nh nh\u1eefng g\u00ec ch\u00fang ta g\u1ecdi l\u00e0 \u201c\u0111un s\u00f4i \u0111\u1ea1i d\u01b0\u01a1ng\u201d. (thu\u1eadt ng\u1eef v\u1ec1 vi\u1ec7c s\u1eed d\u1ee5ng qu\u00e1 nhi\u1ec1u d\u1eef li\u1ec7u d\u1eabn \u0111\u1ebfn kh\u00f3 ph\u00e2n t\u00edch)<\/p>\n<p>L\u1ea5y v\u00ed d\u1ee5, n\u1ebfu\u00a0<strong>Contact Center<\/strong>\u00a0c\u1ee7a b\u1ea1n t\u1eadp trung v\u00e0o b\u00e1n h\u00e0ng, m\u1ed9t trong nh\u1eefng ch\u1ec9 ti\u00eau quan trong s\u1ebd l\u00e0 l\u1ee3i nhu\u1eadn, b\u1ea1n c\u00f3 th\u1ec3 ch\u1ee9ng minh \u0111\u01b0\u1ee3c ph\u00e2n t\u00edch t\u01b0\u01a1ng t\u00e1c c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n t\u1ea1o ra \u0111\u01b0\u1ee3c nhi\u1ec1u l\u1ee3i nhu\u1eadn b\u1eb1ng c\u00e1ch gi\u1ea3m nh\u1eefng c\u00f4ng vi\u1ec7c sau cu\u1ed9c g\u1ecdi, nh\u1edd \u0111\u00f3 m\u00e0 c\u00e1c agent c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7u nhi\u1ec1u cu\u1ed9c g\u1ecdi h\u01a1n.<\/p>\n<p>D\u1eef li\u1ec7u ph\u00e2n t\u00edch t\u01b0\u01a1ng t\u00e1c c\u00f2n c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nh\u1eefng y\u00eau c\u1ea7u \u0111\u1ea7u t\u01b0 \u0111\u1ec3 c\u1ea3i thi\u1ec7n \u0111\u01b0\u1ee3c c\u00f4ng ngh\u1ec7 self-service. N\u00f3 c\u00f3 th\u1ec3 l\u00e0m \u0111i\u1ec1u n\u00e0y nh\u1edd v\u00e0o vi\u1ec7c ch\u1ec9 ra nh\u1eefng nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a h\u1ec7 th\u1ed1ng hi\u1ec7n t\u1ea1i b\u1edfi khi kh\u00e1ch h\u00e0ng t\u1ee9c gi\u1eadn c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn vi\u1ec7c gi\u1ea3m doanh thu v\u00e0 c\u00f3 nh\u1eefng th\u00f4ng tin b\u00ecnh lu\u1eadn kh\u00f4ng t\u1ed1t.<\/p>\n<p>B\u1edfi v\u00ec b\u1eb1ng ch\u1ee9ng b\u1ea1n cung c\u1ea5p d\u1ef1a tr\u00ean\u00a0<strong>100%<\/strong>\u00a0t\u01b0\u01a1ng t\u00e1c contact center c\u1ee7a b\u1ea1n. B\u1ea1n c\u00f3 th\u1ec3 ch\u1eafc ch\u1eafn n\u00f3 s\u1ebd kh\u00f4ng qu\u00e1 th\u00e1ch th\u1ee9c &#8211; kh\u00f4ng gi\u1ed1ng nh\u01b0 khi b\u1ea1n t\u1ea1o ra t\u1eeb nh\u1eefng m\u1eabu d\u1eef li\u1ec7u nh\u1ecf t\u1eeb t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n<h2><strong>3. T\u1eadp trung v\u00e0o c\u00e1c l\u0129nh v\u1ef1c gi\u1ea3i ph\u00e1p t\u00e1c \u0111\u1ed9ng cao nh\u1ea5t \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u su\u1ea5t t\u1ed1t nh\u1ea5t<\/strong><\/h2>\n<p>C\u0169ng gi\u1ed1ng nh\u01b0 \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i ch\u1ecdn \u0111\u00fang KPI, b\u1eaft bu\u1ed9c ph\u1ea3i ch\u1ecdn c\u00e1c l\u0129nh v\u1ef1c gi\u1ea3i ph\u00e1p s\u1ebd mang l\u1ea1i k\u1ebft qu\u1ea3 t\u1ed1t nh\u1ea5t.<\/p>\n<p>V\u00ed d\u1ee5: m\u1ed9t trong nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ee7a CallMiner \u0111\u00e3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a c\u00e1c agent c\u1ee7a h\u1ecd v\u00e0 ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c\u00a0<strong>$ 37,100<\/strong>\u00a0t\u1eeb m\u1ed9t ph\u00e2n t\u00edch xu h\u01b0\u1edbng \u0111\u01a1n l\u1ebb cho c\u00e1c cu\u1ed9c g\u1ecdi l\u1eb7p l\u1ea1i.<\/p>\n<p>V\u00ec trung t\u00e2m\u00a0<a href=\"http:\/\/bell24vietnam.vn\/vi\/4\/5\/74\/3-phuong-phap-lap-ke-hoach-cham-soc-khach-hang-bai-ban.html\">customer service<\/a>\u00a0c\u1ee7a h\u1ecd l\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp \u0111\u1ea7u ti\u00ean m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, h\u1ecd nh\u1eadn ra r\u1eb1ng \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u su\u1ea5t t\u1ed1t nh\u1ea5t v\u00e0 k\u1ebft qu\u1ea3 t\u1ed1t nh\u1ea5t, h\u1ecd c\u1ea7n ph\u1ea3i lo\u1ea1i b\u1ecf m\u1ecdi v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<h2><strong>4. Li\u00ean t\u1ee5c \u0111o l\u01b0\u1eddng ROI \u0111\u1ec3 ch\u1ee9ng minh gi\u00e1 tr\u1ecb cho t\u1eebng khu v\u1ef1c gi\u1ea3i ph\u00e1p<\/strong><\/h2>\n<p>Nhi\u1ec1u c\u00f4ng ty tri\u1ec3n khai gi\u1ea3i ph\u00e1p ph\u00e2n t\u00edch t\u01b0\u01a1ng t\u00e1c &#8230; v\u00e0 sau \u0111\u00f3 qu\u00ean \u0111o l\u01b0\u1eddng k\u1ebft qu\u1ea3! Kh\u00f4ng\u00a0d\u00e0nh th\u1eddi gian \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh KPI n\u00e0o quan tr\u1ecdng nh\u1ea5t \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p v\u00e0 sau \u0111\u00f3 kh\u00f4ng cung c\u1ea5p b\u1eb1ng ch\u1ee9ng n\u1ebfu \u0111\u1ea1t ch\u1ec9 ti\u00eau s\u1ebd gi\u00fap doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u1ea3i thi\u1ec7n k\u1ebft qu\u1ea3.<\/p>\n<p>Trong ph\u1ea7n 3 ch\u00fang ta \u0111\u00e3 th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1ch l\u00e0m th\u1ebf n\u00e0o t\u1eadp trung v\u00e0o m\u1ed9t khu v\u1ef1c gi\u1ea3i ph\u00e1p mang l\u1ea1i gi\u00e1 tr\u1ecb \u0111\u00e1ng k\u1ec3. Khi b\u1ea1n ch\u1ee9ng m\u00ecnh cho t\u1ed5 ch\u1ee9c b\u1eb1ng ROI \u1edf m\u1ed9t khu v\u1ef1c, c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n t\u01b0\u01a1ng t\u1ef1 cho t\u1ea5t c\u1ea3 c\u00e1c khu v\u1ef1c gi\u1ea3i ph\u00e1p c\u00f3 t\u00e1c \u0111\u1ed9ng cao. V\u00e0 \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n li\u00ean t\u1ee5c ch\u1ee9ng minh b\u1eb1ng ch\u1ec9 s\u1ed1 ROI.<\/p>","protected":false},"excerpt":{"rendered":"<p>Frank Sherlock\u00a0t\u1eeb\u00a0c\u00f4ng ty Callminer\u00a0\u0111\u00e3 th\u1ea3o lu\u1eadn 2 \u0111i\u1ec3m m\u00e0 b\u1ea1n c\u1ea7n \u0111\u1ec3 thay \u0111\u1ed5i h\u00ecnh \u1ea3nh trung t\u00e2m ch\u0103m s\u00f3c [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6855,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-6854","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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