{"id":458583,"date":"2022-11-16T22:20:07","date_gmt":"2022-11-17T06:20:07","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=458583"},"modified":"2022-11-16T22:29:34","modified_gmt":"2022-11-17T06:29:34","slug":"8-ways-to-reduce-contact-center-costs","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/8-ways-to-reduce-contact-center-costs","title":{"rendered":"\ube44\uc6a9 \ud6a8\uc728\uc801\uc778 \ucee8\ud0dd\uc13c\ud130\ub85c \uc804\ud658\ud558\ub294 8\uac00\uc9c0 \ubc29\ubc95"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\ub9ce\uc740 \ucee8\ud0dd\uc13c\ud130\uac00 \ube44\uc6a9 \uc808\uac10\uc744 \uace0\ubbfc\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc218\uc775\uc744 \ub192\uc77c \uc218 \uc788\ub294 \ub2e4\uc591\ud55c \ubc29\ubc95\uc774 \uc788\ub4ef, \uc218\uc775\uc744 \uc720\uc9c0\ud558\uae30 \uc704\ud574 \ube44\uc6a9\uc744 \uc904\uc774\ub294 \ubc29\ubc95\ub3c4 \uc5ec\ub7ec\uac00\uc9c0\uac00 \uc788\uc2b5\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130\ub294 \ub2e4\ub978 \ube44\uc988\ub2c8\uc2a4\uc640 \ub2ec\ub9ac \uc778\uac74\ube44\uc5d0\uc11c \ub300\ubd80\ubd84\uc758 \ube44\uc6a9\uc774 \ubc1c\uc0dd\ud569\ub2c8\ub2e4. \uc778\uac74\ube44\uac00 \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9\uc758 \ucd5c\ub300 95%\uae4c\uc9c0 \ucc28\uc9c0\ud560 \uc218\ub3c4 \uc788\ub2e4\ub294 \ubd84\uc11d\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc0c1\ub2f4\uc0ac \uc778\ub825\uc744 \ucd5c\uc801\ud654\ud558\uace0, \uc0c1\ub2f4\uc0ac\uac00 \uac00\ub2a5\ud55c \ucd5c\uc0c1\uc758 \ubc29\uc2dd\uc73c\ub85c \uc791\uc5c5\uc744 \uc218\ud589\ud558\ub3c4\ub85d \uc9c0\uc6d0\ud574\uc57c \ud569\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

\ubcc0\ud654\uc5d0 \ub300\ud55c \uc900\ube44\ub294 \ud56d\uc0c1 \ud574\uc57c \ud560 \uc77c\uc785\ub2c8\ub2e4. \uc11c\ube44\uc2a4 \ud22c\uc790\uc5d0 \ub300\ud574 \uac00\uc7a5 \ub192\uc740 \uc218\uc775\uc744 \uc5bb\uc744 \uc218 \uc788\ub294 \uacf3\uc5d0 \uc9d1\uc911\ud558\uace0 \ube44\uc6a9\uacfc \uc2dc\uac04\uc744 \ubaa8\ub450 \uc808\uc57d\ud558\ub294 \uc18c\ud504\ud2b8\uc6e8\uc5b4\uc640 \uae30\ub2a5\uc744 \uc801\uadf9 \ud65c\uc6a9\ud558\uc138\uc694. \uc544\ub798\uc758 8\uac00\uc9c0 \uc0ac\ud56d\uc744 \ud1b5\ud574 \ube44\uc6a9 \ud6a8\uc728\uc801\uc778 \ucee8\ud0dd\uc13c\ud130\uc73c\ub85c \uc804\ud658\ud558\ub294 \ubc29\uc548\uc5d0 \ub300\ud574 \uc790\uc138\ud788 \uc54c\uc544\ubcf4\uc2e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

 <\/p>\n

1. \ud655\uc7a5 \uac00\ub2a5\ud55c \uc18c\ud504\ud2b8\uc6e8\uc5b4 \uc5c5\uadf8\ub808\uc774\ub4dc\ud558\uae30<\/b><\/h5>\n

\uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \uae30\uc5c5 \ud2b9\uc131\uc0c1 \uace0\uac1d \uc804\ud654\uc758 \ub300\ub2e4\uc218\uac00 \ud558\ub8e8 \uc911 \uc77c\uc815 \uc2dc\uac04\uc5d0 \ub9ce\uc774 \uac78\ub824\uc635\ub2c8\ub2e4.\u00a0<\/span>\uccab \ubc88\uc9f8 \uc6d0\uce59\uc740 \ud655\uc7a5\uc131\uc744 \uc911\uc2ec\uc73c\ub85c \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub97c \uc5c5\uadf8\ub808\uc774\ub4dc \ud558\ub294 \uac83 \uc785\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130 \uae30\uc220\uc740 \uc6b4\uc601\uc5d0 \ud6a8\uc728\uc131\uc744 \ub192\uc774\uace0, \ube44\uc6a9\uc744 \uc808\uac10\ud558\uace0, \uace0\uac1d \ub9cc\uc871\uc744 \ub192\uc774\uae30 \uc704\ud574 \uacc4\uc18d\ud574\uc11c \ubc1c\uc804\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

\uc11c\ube44\uc2a4\ud615 \ucee8\ud0dd\uc13c\ud130 (CCaaS; Contact Center as a Service)\ub294 \uc0ac\ub0b4 \ub9ac\uc18c\uc2a4, \uc678\ubd80\uc758 \ubc84\uc2a4\ud2b8 \uc6a9\ub7c9 \ub610\ub294 \uc774 \ub458\uc758 \uc870\ud569\uc744 \uc0ac\uc6a9\ud558\uc5ec \ubc14\uc05c \uc2dc\uac04\uacfc \ud55c\uac00\ud55c \uc2dc\uac04\uc5d0 \ub9de\ucdb0 \uc790\uc720\ub86d\uac8c \uc0c1\ub2f4\uc11d \uc218\ub97c \ub298\ub9ac\uac70\ub098 \uc904\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc804\ud654\uac00 \ubab0\ub824\uc624\ub294 \ud53c\ud06c \uc2dc\uac04\uc744 \ud6a8\uc728\uc801\uc73c\ub85c \ub300\uc751\ud558\uace0 \uc55e\uc73c\ub85c\uc758 \ube44\uc988\ub2c8\uc2a4 \uc131\uc7a5\uc744 \uc704\ud55c\ub2e4\uba74 \ud655\uc7a5\uc131\uc740 \ud544\uc218\uc801\uc778 \uc694\uc18c\uc785\ub2c8\ub2e4.<\/span><\/p>\n

 <\/p>\n

2. \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc758\uc874\uc744 \uc904\uc5ec \ud5a5\uc0c1\ub41c \uc140\ud504 \uc11c\ube44\uc2a4 \uc635\uc158 \uc81c\uacf5\ud558\uae30<\/b><\/h5>\n

\uc140\ud504 \uc11c\ube44\uc2a4<\/span><\/a> \uc635\uc158\uc740 \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9\uc744 \uc808\uac10\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uc785\ub2c8\ub2e4. \uace0\uac1d\uc740 \uc798 \uc124\uacc4\ub41c \uc140\ud504 \uc11c\ube44\uc2a4 \ud234\uc744 \ud1b5\ud574 \uc0c1\ub2f4\uc0ac\ub97c \uac70\uce58\uc9c0 \uc54a\uace0\ub3c4 \uc2a4\uc2a4\ub85c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc6d0\ud569\ub2c8\ub2e4. \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd\uc13c\ud130 \ud658\uacbd\uc5d0 \uc140\ud504 \uc11c\ube44\uc2a4 \uae30\ub2a5\uc744 \ub354\ud558\uba74 \uace0\uac1d\uc758 \uae30\ub300\ub97c \ucda9\uc871\ud560 \ubfd0 \uc544\ub2c8\ub77c, \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc758\uc874\ud560 \ud544\uc694\ub97c \uc904\uc5ec \ube44\uc6a9\uc744 \ub0ae\ucd94\ub294 \ub370 \ud070 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/span><\/p>\n

 <\/p>\n

3. AI \uc194\ub8e8\uc158 \ucc44\ud0dd\ud558\uae30<\/b><\/h5>\n

\uc55e\uc11c\uac00\ub294 \ucee8\ud0dd\uc13c\ud130\ub294 \uc774\ubbf8, \uc77c\uc815 \uc218\uc900\uc758 \uc778\uacf5 \uc9c0\ub2a5(AI)\uc744 \ucc44\ud0dd\ud588\uc2b5\ub2c8\ub2e4. \uc774 \ud601\uc2e0\uc801\uc778 \uae30\uc220\uc740 \uc2e4\uc2dc\uac04 \uc0c1\ub2f4\uc0ac\ub97c \uc9c0\uc6d0\ud558\uace0 \uc801\uc808\ud55c \uc0c1\ud669\uc5d0\uc11c \uc0c1\ub2f4\uc0ac\ub97c \ub300\uc2e0\ud558\ub294 \ub4f1 \ucee8\ud0dd\uc13c\ud130\uc758 \ud6a8\uc728\uc131\uc744 \ub192\uc774\ub294 \ud575\uc2ec \uad6c\uc131 \uc694\uc18c\uac00 \ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uc0c1\ub2f4\uc0ac\ub294 \uc0ac\ub78c\uc758 \uc190\uae38\uc774 \ud544\uc694\ud55c, \uc6b0\uc120\uc21c\uc704\uac00 \ub192\uc740 \uc5c5\ubb34\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \uc6b4\uc601\uc740 \ubb3c\ub860, \uc0c1\ub2f4\uc0ac \uc6b4\uc601\uae4c\uc9c0 \ucd5c\uc801\ud654\ud569\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

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4. \ub450 \ubc88\uc9f8\ub85c \uc774\uc5b4\uc9c0\ub294 \ud1b5\ud654\ub97c \uc904\uc774\uae30<\/b><\/h5>\n

\uac19\uc740 \uc0ac\uc548\uc73c\ub85c \uace0\uac1d\uc774 \ub2e4\uc2dc \uc804\ud654\ub97c \uac74\ub2e4\uba74 \uc774\ub294 \uccab \ubc88\uc9f8 \ud1b5\ud654\uac00 \uc131\uacf5\ud558\uc9c0 \ubabb\ud588\ub2e4\ub294 \uc758\ubbf8\uc785\ub2c8\ub2e4. \ub450 \ubc88\uc9f8 \ud1b5\ud654\ub97c \uc904\uc774\ub824\uba74 \ucd5c\ucd08 \ucee8\ud0dd \uc2dc \ubb38\uc81c \ud574\uacb0\ub960(FCR)\uc744 \uc8fc\uc758 \uae4a\uac8c <\/span>\ubaa8\ub2c8\ud130\ub9c1<\/span><\/a>\ud558\uc138\uc694. \uc774\ub294 \uace0\uac1d \uc11c\ube44\uc2a4\uc640 \ucee8\ud0dd\uc13c\ud130\uc758 \ud6a8\uc728\uc131\uc744 \uc815\ud655\ud558\uac8c \ud3c9\uac00\ud560 \uc218 \uc788\ub294 \ub9e4\uc6b0 \uc720\uc6a9\ud55c \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\uc785\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc0c1\ub2f4\uc0ac\uac00 \uccab \ubc88\uc9f8 \ud1b5\ud654\ub97c \ud574\uacb0\ud560 \uc218 \uc788\ub3c4\ub85d \uad50\uc721\ud558\uc138\uc694. \ubb38\uc81c\ub97c \ud55c \ubc88\uc5d0 \ud574\uacb0\ud558\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\uac00 \ub192\uc544\uc9c0\uace0 \uace0\uac1d \uc9c0\uc6d0 \ube44\uc6a9\uc774 \uac10\uc18c\ud569\ub2c8\ub2e4.<\/span><\/p>\n

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5. \uac8c\uc784\ud654 (Gamification) \uae30\ub2a5\uc744 \ud1b5\ud574 \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\uae30<\/b><\/h5>\n

\uc0ac\uae30\ub294 \uc0c1\ub2f4\uc0ac\uc758 \uc5c5\ubb34 \ud6a8\uc728\uc131\uacfc \uc0dd\uc0b0\uc131\uc758 \ud575\uc2ec \uc694\uc18c\uc785\ub2c8\ub2e4. <\/span>\uac8c\uc784\ud654\ub97c \ud1b5\ud574 \uc9c1\uc6d0\uc5d0\uac8c \uc790\uc5f0\uc2a4\ub7ec\uc6b4 \ub3d9\uae30 \ubd80\uc5ec\ub97c \uc8fc\uc5b4 \ud5a5\uc0c1\ub41c \uc5c5\ubb34 \uc131\uacfc\ub97c \ubc1c\ud718\ud558\uac8c \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>\uac8c\uc784\ud654<\/span><\/a>, \uc18c\uc15c \ubbf8\ub514\uc5b4 \ucf58\uc149\ud2b8, \uba38\uc2e0 \ub7ec\ub2dd\uc744 \ud65c\uc6a9\ud574 \uc9c1\uc6d0\ub4e4\uc758 \uc77c\uc0c1 \uc5c5\ubb34\ub97c \ud601\uc2e0\ud558\uc138\uc694.<\/span> \uc0c1\ub2f4\uc0ac\uac00 \uc758\uc695\uc744 \uac00\uc9c0\uace0 \uc798 \ud560 \uc218 \uc788\ub3c4\ub85d \ub3d9\uae30\ub97c \ubd80\uc5ec\ud558\uace0 \ucc38\uc5ec\ub97c \uc720\ub3c4\ud558\uba74 \uc131\uacfc\ub97c \ub192\uc774\uace0 \ube44\uc6a9\uc744 \uc808\uac10\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc9c1\uc6d0\uc744 \ub9cc\uc871\uc2dc\ud0a4\uace0 \uc131\uacfc\ub97c \uad00\ub9ac\ud560 \uc218 \uc788\ub294 \ud234\uc744 \ud65c\uc6a9\ud558\ub294 \uac83\ub3c4 \uc88b\uc2b5\ub2c8\ub2e4. <\/span>\uc6d0\uaca9 \uc5d0\uc774\uc804\ud2b8\uc758 \uacbd\uc6b0 \ub3d9\uae30 \ubd80\uc5ec\uac00 \ud070 \uacfc\uc81c\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc6d0\uaca9 \uc791\uc5c5\uc790\ub97c \uc9c0\uc18d\uc801\uc73c\ub85c \uc720\uc9c0\ud558\uace0 \uc798 \uc124\uacc4\ub41c \ucc38\uc5ec \uc804\ub7b5\uc744 \ud1b5\ud574 \uc18c\uc18d\uac10\uc744 \ub192\uc774\uc138\uc694.<\/span><\/p>\n

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6. \uc0c1\ub2f4\uc0ac\uc758 \uc774\uc9c1\ub960\uc744 \uc904\uc774\uae30<\/b><\/h5>\n

\uc0c1\ub2f4\uc0ac\uc758 \ucc38\uc5ec\ub97c \uc774\ub04c\uace0 \ub3d9\uae30\ub97c \uc720\ubc1c\ud558\uba74 \uc0c1\ub2f4\uc0ac\uc758 \uc774\uc9c1\ub960\uc744 \uc904\uc774\ub294 \ub370\ub3c4 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130\ub294 \uc0c1\ub2f4\uc0ac\uc758 \uc774\uc9c1\uc73c\ub85c \ub9e4\ub144 \uc218\uc2ed\ub9cc \ub2ec\ub7ec\uc758 \uc190\uc2e4\uc744 \uc785\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc0c8\ub85c\uc6b4 \uc0c1\ub2f4\uc0ac\ub97c \ubaa8\uc9d1\ud558\uace0 \uad50\uc721\ud558\ub294 \ub370\ub294 \uc0c1\ub2f9\ud55c \ube44\uc6a9\uc774 \ud22c\uc785\ub429\ub2c8\ub2e4. \ub530\ub77c\uc11c \uae0d\uc815\uc801\uc778 \uc5c5\ubb34 \ubd84\uc704\uae30\ub97c \uc870\uc131\ud558\uc5ec \uc0c1\ub2f4\uc0ac\uac00 \uc624\ub7ab\ub3d9\uc548 \uadfc\ubb34\ud560 \uc218 \uc788\ub294 \ub9cc\uc871\uc2a4\ub7ec\uc6b4 \ud658\uacbd\uc744 \uc81c\uacf5\ud558\ub294 \uac83\uc774 \ud6e8\uc52c \ud569\ub9ac\uc801\uc785\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

\uc9c1\uc6d0 \uc131\uacfc \ucc3d\ucd9c\uc744 \uc7a5\ub824\ud558\ub294 \uc6cc\ud06c\ud3ec\uc2a4 (\uc778\ub825\uad00\ub9ac) \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uad00\ub9ac \uc2e4\ubb34 \uac00\uc774\ub4dc \uc77d\uae30<\/a><\/em><\/p>\n

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7. \uc790\ub3d9\ud654 \ud65c\uc6a9\ud558\uae30<\/b><\/h5>\n

\uc790\ub3d9\ud654\ub41c \uc6cc\ud06c\ud50c\ub85c\ub294 \uc0c1\ub2f4\uc0ac\uc758 \uc9c0\ub8e8\ud55c \uc791\uc5c5\uc744 \uac04\uc18c\ud654\ud569\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uace0\uac1d\uc5d0\uac8c \ubcf4\ub0b4\ub294 \ud6c4\uc18d \uc774\uba54\uc77c\uc758 \ubc1c\uc1a1 \ubc0f \uc608\uc57d, \ud53c\ud06c \uae30\uac04\uc5d0 \uace0\uac1d \ub300\uc751, \ub370\uc774\ud130 \uc0dd\uc131\uacfc \uac19\uc740 \uc5c5\ubb34\ub97c \uc790\ub3d9\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc790\ub3d9\ud654\ub97c \ud65c\uc6a9\ud558\uba74 \uc0dd\uc0b0\uc131\uc744 \ub192\uc774\uace0 \ube44\uc6a9\uc744 \ucd5c\uc801\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

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8. \ud074\ub77c\uc6b0\ub4dc \ucf5c\uc13c\ud130 \uc194\ub8e8\uc158 \uc0ac\uc6a9\ud558\uae30<\/b><\/h5>\n

\ud074\ub77c\uc6b0\ub4dc \ucf5c\uc13c\ud130 \uc194\ub8e8\uc158\uc740 \uae30\uc874\uc758 \uc544\ub0a0\ub85c\uadf8 \uc804\ud654 \uc5f0\uacb0 \ub300\uc2e0, \uc778\ud130\ub137\uc744 \uc0ac\uc6a9\ud558\uc5ec \uace0\uac1d\uc5d0\uac8c \uc804\ud654\ub97c \uac81\ub2c8\ub2e4. \uc774 \uae30\uc220\uc744 \ud1b5\ud574 \uc0c1\ub2f4\uc0ac\ub294 \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \uc11c\ubc84\ub97c \ud1b5\ud574 \uc791\ub3d9\ud558\uace0 \uc628\ub77c\uc778\uc73c\ub85c \ud638\uc2a4\ud305\ub418\ub294 \uc804\ud654\ub97c \uac78 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uae30\uc874\uc758 \uad6c\uc2dd \uc804\ud654 \ud558\ub4dc\uc6e8\uc5b4\uc640 \ubcf5\uc7a1\ud55c \uc778\ud504\ub77c\ub97c \ub9d0\ub054\ud788 \uc81c\uac70\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ucee8\ud0dd\uc13c\ud130 \ube44\uc6a9\uc744 \uc904\uc774\ub824\uba74 \uc5ec\uc804\ud788 \uc5b4\ub518\uac00\uc5d0 \ub0a8\uc544\uc788\uc744 \uad6c\uc2dd \uae30\uc220\uc744 \ucc3e\uc544\ub0b4 \ud601\uc2e0\ud574\uc57c \ud569\ub2c8\ub2e4. \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18\uc758 \ud1b5\ud654, \uc9c0\ub2a5\ud615 \ud1b5\ud654 \ub77c\uc6b0\ud305, \ub354 \ud5a5\uc0c1\ub41c \ubcf4\uace0 \ud234 \ud1b5\ud569 \ub4f1 \ud604\ub300\uc801\uc778 \ud658\uacbd\uc5d0 \uc5b4\uc6b8\ub9ac\ub294 \ucca8\ub2e8 \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub85c \uad50\uccb4\ud558\uc138\uc694.\u00a0<\/span><\/p>\n

\uc65c \ud074\ub77c\uc6b0\ub4dc \ucee8\ud0dd\uc13c\ud130\uc77c\uae4c\uc694? \uad00\ub828 \ube14\ub85c\uadf8 \uae30\uc0ac \ubcf4\uae30<\/span><\/a>\u00a0<\/span><\/em><\/p>\n

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\"\"<\/b><\/p>\n

\uae08\uc735 \uc11c\ube44\uc2a4 \uae30\uc5c5\uc758 \uc0ac\ub840<\/b><\/h5>\n

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