{"id":8989,"date":"2023-10-14T08:00:08","date_gmt":"2023-10-14T01:00:08","guid":{"rendered":"https:\/\/vbee.ai\/blog\/?p=8989"},"modified":"2023-10-13T14:20:33","modified_gmt":"2023-10-13T07:20:33","slug":"call-center-va-contact-center","status":"publish","type":"post","link":"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/","title":{"rendered":"Call Center v\u00e0 Contact Center c\u00f3 g\u00ec kh\u00e1c nhau?"},"content":{"rendered":"<p><strong>Call Center t\u1eebng \u0111\u01b0\u1ee3c coi l\u00e0 &#8220;ti\u00eau chu\u1ea9n v\u00e0ng&#8221; cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u01b0ng s\u1ef1 ph\u00e1t tri\u1ec3n v\u00e0 ra \u0111\u1eddi c\u1ee7a h\u00e0ng lo\u1ea1t c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u00e3 l\u00e0m thay \u0111\u1ed5i s\u1ed1 l\u01b0\u1ee3ng t\u1ed5 ch\u1ee9c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u1eb7c bi\u1ec7t l\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 khi\u1ebfn nhi\u1ec1u Call Center d\u1ea7n tr\u1edf th\u00e0nh Contact Center. B\u1ea3n ch\u1ea5t l\u00e0 2 m\u00f4 h\u00ecnh t\u1ed5ng \u0111\u00e0i kh\u00e1c nhau, song v\u1eabn nhi\u1ec1u ng\u01b0\u1eddi l\u1ea7m t\u01b0\u1edfng Call Center v\u00e0 Contact Center l\u00e0 m\u1ed9t.<\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_75 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">M\u1ee4C L\u1ee4C<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Call_Center_la_gi\" >Call Center l\u00e0 g\u00ec?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Inbound_Call_Center\" >Inbound Call Center<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Outbound_Call_Center\" >Outbound Call Center<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Contact_Center_la_gi\" >Contact Center l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Call_Center_va_Contact_Center_co_gi_khac_nhau\" >Call Center v\u00e0 Contact Center c\u00f3 g\u00ec kh\u00e1c nhau?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Kenh_thong_tin_lien_lac\" >K\u00eanh th\u00f4ng tin li\u00ean l\u1ea1c<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Outsourcing\" >Outsourcing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Phan_tich_khach_hang\" >Ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Chi_phi_ban_dau_va_chi_phi_van_hanh\" >Chi ph\u00ed ban \u0111\u1ea7u v\u00e0 chi ph\u00ed v\u1eadn h\u00e0nh<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/vbee.ai\/blog\/call-center-va-contact-center\/#Call_Center_va_Contact_Center_Lua_chon_nao_toi_uu_cho_doanh_nghiep\" >Call Center v\u00e0 Contact Center: L\u1ef1a ch\u1ecdn n\u00e0o t\u1ed1i \u01b0u cho doanh nghi\u1ec7p?<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Call_Center_la_gi\"><\/span>Call Center l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u0110\u00fang nh\u01b0 t\u00ean g\u1ecdi, Call Center l\u00e0 m\u1ed9t b\u1ed9 ph\u1eadn t\u1eadp trung trong t\u1ed5 ch\u1ee9c, t\u1eadp trung ch\u1ee7 y\u1ebfu v\u00e0o vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c cu\u1ed9c g\u1ecdi. Nh\u00e2n vi\u00ean Call Center \u0111\u00f4i khi c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 c\u1ed1 v\u1ea5n, c\u00f3 nhi\u1ec7m v\u1ee5 x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn v\u00e0 g\u1ecdi \u0111i t\u1eeb c\u00e1c b\u00ean li\u00ean quan c\u1ee7a c\u00f4ng ty, \u0111\u1eb7c bi\u1ec7t l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty.<\/p>\n<p>C\u00e1c cu\u1ed9c g\u1ecdi n\u00e0y c\u00f3 th\u1ec3 do kh\u00e1ch h\u00e0ng m\u1edbi ho\u1eb7c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i th\u1ef1c hi\u1ec7n cho c\u00e1c m\u1ee5c \u0111\u00edch kh\u00e1c nhau, bao g\u1ed3m b\u00e1n h\u00e0ng, h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng,\u2026.<\/p>\n<figure id=\"attachment_9070\" aria-describedby=\"caption-attachment-9070\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9070 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-0.png\" alt=\"Call Center t\u1eadp trung ch\u1ee7 y\u1ebfu v\u00e0o vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c cu\u1ed9c g\u1ecdi\" width=\"768\" height=\"592\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-0.png 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-0-519x400.png 519w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9070\" class=\"wp-caption-text\">Call Center t\u1eadp trung ch\u1ee7 y\u1ebfu v\u00e0o vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c cu\u1ed9c g\u1ecdi (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<p>Call Center bao g\u1ed3m 2 h\u00ecnh th\u1ee9c:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Inbound_Call_Center\"><\/span>Inbound Call Center<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Inbound Call Center nh\u1eadn t\u1ea5t c\u1ea3 c\u00e1c cu\u1ed9c g\u1ecdi \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng v\u00e0 t\u01b0 v\u1ea5n, h\u01b0\u1edbng d\u1eabn ho\u1eb7c gi\u1ea3i quy\u1ebft c\u00e1c khi\u1ebfu n\u1ea1i v\u00e0 nh\u1eadn ph\u1ea3n h\u1ed3i. Inbound Call Center cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 nh\u01b0 h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, n\u00e2ng c\u1ea5p\/gia h\u1ea1n\/h\u1ee7y b\u1ecf v\u00e0 \u0111\u1eb7t l\u1ecbch h\u1eb9n.<\/p>\n<p>C\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a Inbound Call Center bao g\u1ed3m:<\/p>\n<ul>\n<li>T\u1ef7 l\u1ec7 FCR (First Call Resolution).<\/li>\n<li>T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>Ch\u1ec9 s\u1ed1 CSAT (Customer Satisfaction) theo d\u00f5i m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Outbound_Call_Center\"><\/span>Outbound Call Center<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Kh\u00e1c v\u1edbi Inbound Call Center, Outbound Call Center th\u1ef1c hi\u1ec7n c\u00e1c cu\u1ed9c g\u1ecdi t\u1edbi kh\u00e1ch h\u00e0ng. M\u1ee5c \u0111\u00edch c\u1ee7a nh\u1eefng cu\u1ed9c g\u1ecdi n\u00e0y th\u01b0\u1eddng l\u00e0 \u0111\u1ec3 b\u00e1n h\u00e0ng, kh\u1ea3o s\u00e1t, ti\u1ebfp th\u1ecb qua \u0111i\u1ec7n tho\u1ea1i, t\u1ea1o kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng,\u2026<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Contact_Center_la_gi\"><\/span>Contact Center l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Kh\u00e1c v\u1edbi Call Center truy\u1ec1n th\u1ed1ng ch\u1ec9 x\u1eed l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, Contact Center t\u1eadn d\u1ee5ng c\u00e1c k\u00eanh li\u00ean l\u1ea1c \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. C\u1ee5 th\u1ec3, Contact Center x\u1eed l\u00fd m\u1ecdi truy v\u1ea5n kh\u00e1ch h\u00e0ng th\u00f4ng qua 5 trong s\u1ed1 c\u00e1c k\u00eanh li\u00ean l\u1ea1c: v\u0103n b\u1ea3n, email, tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp tr\u00ean web, di\u1ec5n \u0111\u00e0n.<\/p>\n<figure id=\"attachment_9071\" aria-describedby=\"caption-attachment-9071\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9071 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-1.png\" alt=\"Contact Center t\u1eadn d\u1ee5ng c\u00e1c k\u00eanh li\u00ean l\u1ea1c \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng\" width=\"768\" height=\"507\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-1.png 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-1-606x400.png 606w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9071\" class=\"wp-caption-text\">Contact Center t\u1eadn d\u1ee5ng c\u00e1c k\u00eanh li\u00ean l\u1ea1c \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<p>V\u1ec1 m\u1eb7t k\u1ef9 thu\u1eadt, Contact Center ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 c\u00e1c Call Center nh\u01b0ng v\u1edbi nhi\u1ec1u k\u00eanh li\u00ean l\u1ea1c h\u01a1n. Contact Center l\u00e0 \u0111\u1ea7u m\u1ed1i, n\u01a1i t\u1ea5t c\u1ea3 c\u00e1c li\u00ean h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd v\u00e0 gi\u00e1m s\u00e1t. Theo \u0111\u00f3 vi\u1ec7c qu\u1ea3n l\u00fd Contact Center \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00f3 s\u1ef1 ph\u1ed1i h\u1ee3p v\u00e0 t\u00edch h\u1ee3p con ng\u01b0\u1eddi, quy tr\u00ecnh v\u00e0 c\u00f4ng ngh\u1ec7 trong t\u1ed5 ch\u1ee9c.<\/p>\n<p>C\u00e1c s\u1ed1 li\u1ec7u hi\u1ec7u su\u1ea5t kh\u00e1c nhau kh\u00f4ng ch\u1ec9 gi\u1edbi h\u1ea1n \u1edf th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh m\u00e0 c\u00f2n \u0111\u01b0\u1ee3c nh\u00fang v\u00e0o Contact Center, do \u0111\u00f3 to\u00e0n b\u1ed9 quy tr\u00ecnh l\u00e0m vi\u1ec7c tr\u1edf n\u00ean ph\u1ee9c t\u1ea1p.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Call_Center_va_Contact_Center_co_gi_khac_nhau\"><\/span>Call Center v\u00e0 Contact Center c\u00f3 g\u00ec kh\u00e1c nhau?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>N\u1eafm \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c nhau gi\u1eefa Call Center v\u00e0 Contact Center gi\u00fap c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u01b0\u1ee3c m\u00f4 h\u00ecnh ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a m\u00ecnh. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u0111i\u1ec3m kh\u00e1c nhau quan tr\u1ecdng gi\u1eefa Call Center v\u00e0 Contact Center:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Kenh_thong_tin_lien_lac\"><\/span>K\u00eanh th\u00f4ng tin li\u00ean l\u1ea1c<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Trong khi Call Center ch\u1ec9 t\u1eadp trung v\u00e0o giao ti\u1ebfp qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c VoIP trong th\u1eddi gian th\u1ef1c v\u1edbi kh\u00e1ch h\u00e0ng th\u00ec Contact Center t\u1eadn d\u1ee5ng m\u1ecdi k\u00eanh li\u00ean l\u1ea1c, bao g\u1ed3m: g\u1ecdi \u0111i\u1ec7n tho\u1ea1i (th\u01b0\u1eddng l\u00e0 VoIP), email, nh\u1eafn tin qua c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i, chat tr\u1ef1c tuy\u1ebfn, chatbot,\u2026.\u0110\u00e2y c\u0169ng l\u00e0 m\u1ed9t trong nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t quan tr\u1ecdng gi\u1eefa Call Center v\u00e0 Contact Center.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Outsourcing\"><\/span>Outsourcing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>M\u1ed9t \u0111i\u1ec3m kh\u00e1c bi\u1ec7t l\u1edbn kh\u00e1c gi\u1eefa Call Center v\u00e0 Contact Center l\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu\u00ea ngo\u00e0i d\u1ecbch v\u1ee5 Call Center \u0111\u01b0\u1ee3c c\u00f2n Contact Center th\u01b0\u1eddng l\u00e0 n\u1ed9i b\u1ed9 v\u00e0 do ch\u00ednh doanh nghi\u1ec7p \u0111i\u1ec1u h\u00e0nh nh\u00e2n vi\u00ean c\u1ee7a h\u1ecd.<\/p>\n<figure id=\"attachment_9072\" aria-describedby=\"caption-attachment-9072\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9072 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-2.png\" alt=\"N\u1eafm \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c nhau gi\u1eefa Call Center v\u00e0 Contact Center gi\u00fap c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u01b0\u1ee3c m\u00f4 h\u00ecnh ph\u00f9 h\u1ee3p\" width=\"768\" height=\"622\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-2.png 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-2-494x400.png 494w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9072\" class=\"wp-caption-text\">N\u1eafm \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c nhau gi\u1eefa Call Center v\u00e0 Contact Center gi\u00fap c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u01b0\u1ee3c m\u00f4 h\u00ecnh ph\u00f9 h\u1ee3p (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"Phan_tich_khach_hang\"><\/span>Ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Contact Center cung c\u1ea5p ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n so v\u1edbi Call Center. V\u1edbi Contact Center, doanh nghi\u1ec7p c\u00f3 th\u1ec3 theo d\u00f5i t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh. \u0110i\u1ec1u n\u00e0y mang l\u1ea1i c\u00e1i nh\u00ecn t\u1ed5ng quan v\u00e0 \u0111\u1ea7y \u0111\u1ee7 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c thay \u0111\u1ed5i \u0111\u1ec3 tho\u1ea3 m\u00e3n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao hi\u1ec7u su\u1ea5t.<\/p>\n<p>H\u01a1n n\u1eefa, do t\u00ednh ch\u1ea5t t\u1eadp trung c\u1ee7a Contact Center v\u00e0 t\u00ednh n\u0103ng c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng t\u00edch h\u1ee3p v\u1edbi ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) gi\u00fap cho vi\u1ec7c theo d\u00f5i v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Chi_phi_ban_dau_va_chi_phi_van_hanh\"><\/span>Chi ph\u00ed ban \u0111\u1ea7u v\u00e0 chi ph\u00ed v\u1eadn h\u00e0nh<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>V\u1ec1 chi ph\u00ed v\u1eadn h\u00e0nh, Contact Center \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 l\u00e0 ti\u1ebft ki\u1ec7m h\u01a1n so v\u1edbi Call Center, m\u1eb7c d\u00f9 chi ph\u00ed tri\u1ec3n khai ban \u0111\u1ea7u c\u1ee7a Contact Center c\u00f3 th\u1ec3 cao h\u01a1n. \u0110i\u1ec1u n\u00e0y ch\u1ee7 y\u1ebfu l\u00e0 do s\u1ed1 l\u01b0\u1ee3ng k\u00eanh v\u00e0 c\u00e1c t\u00ednh n\u0103ng b\u1ed5 sung m\u00e0 Contact Center cung c\u1ea5p. M\u1ed9t s\u1ed1 trong s\u1ed1 \u0111\u00f3 ch\u1eb3ng h\u1ea1n nh\u01b0 chatbot v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean AI, gi\u00fap t\u1ef1 \u0111\u1ed9ng ho\u00e1 c\u00e1c t\u00e1c v\u1ee5 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i, gi\u1ea3m vai tr\u00f2 c\u1ee7a nh\u00e2n vi\u00ean \u0111\u1ec3 c\u00f3 nhi\u1ec1u th\u1eddi gian ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng h\u01a1n v\u00e0 ti\u1ebft ki\u1ec7m chi ph\u00ed.<\/p>\n<p>M\u1eb7t kh\u00e1c, chi ph\u00ed tri\u1ec3n khai Call Center c\u00f3 th\u1ec3 r\u1ebb h\u01a1n v\u00ec m\u00f4 h\u00ecnh n\u00e0y ch\u1ec9 qu\u1ea3n l\u00fd c\u00e1c cu\u1ed9c g\u1ecdi t\u1ed5ng \u0111\u00e0i.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Call_Center_va_Contact_Center_Lua_chon_nao_toi_uu_cho_doanh_nghiep\"><\/span>Call Center v\u00e0 Contact Center: L\u1ef1a ch\u1ecdn n\u00e0o t\u1ed1i \u01b0u cho doanh nghi\u1ec7p?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Tu\u1ef3 thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau v\u00e0 nhu c\u1ea7u c\u1ee7a doanh nghi\u1ec7p m\u1edbi c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c gi\u1eefa Call Center v\u00e0 Contact Center, m\u00f4 h\u00ecnh n\u00e0o t\u1ed1i \u01b0u v\u00e0 ph\u00f9 h\u1ee3p h\u01a1n. Tuy nhi\u00ean Contact Center cung c\u1ea5p h\u1ed7 tr\u1ee3 cao h\u01a1n v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c h\u01a1n so v\u1edbi Call Center truy\u1ec1n th\u1ed1ng.<\/p>\n<p>Contact Center mang l\u1ea1i cho doanh nghi\u1ec7p nhi\u1ec1u l\u1ee3i \u00edch nh\u01b0:<\/p>\n<ul>\n<li>N\u00e2ng cao hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng v\u00e0 KPI<\/li>\n<li>Cung c\u1ea5p h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/li>\n<li>C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<li>T\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n<li>Gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh v\u00e0 t\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c<\/li>\n<li>N\u00e2ng cao n\u0103ng su\u1ea5t th\u00f4ng qua t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/li>\n<\/ul>\n<p>H\u01a1n n\u1eefa, Contact Center c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng cho c\u1ea3 n\u1ed9i b\u1ed9 v\u00e0 b\u00ean ngo\u00e0i \u0111\u1ec3 c\u1ea3i thi\u1ec7n KPI ho\u1ea1t \u0111\u1ed9ng v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c h\u01a1n cho kh\u00e1ch h\u00e0ng. V\u1edbi Contact Center, c\u00e1c c\u1ed9ng s\u1ef1 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o tr\u00ean nhi\u1ec1u k\u00eanh v\u00e0 c\u00f3 th\u1ec3 cung c\u1ea5p h\u1ed7 tr\u1ee3 \u0111a k\u00eanh, ch\u1ee9 kh\u00f4ng \u0111\u01a1n thu\u1ea7n nh\u01b0 nh\u01b0 Call Center truy\u1ec1n th\u1ed1ng, n\u01a1i c\u00e1c s\u1ed1 li\u1ec7u v\u00e0 \u0111\u00e0o t\u1ea1o t\u1eadp trung v\u00e0o c\u00e1c cu\u1ed9c g\u1ecdi tho\u1ea1i.<\/p>\n<figure id=\"attachment_9073\" aria-describedby=\"caption-attachment-9073\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9073 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-3.png\" alt=\"Call Center v\u00e0 Contact Center: \u0110\u00e2u l\u00e0 l\u1ef1a ch\u1ecdn n\u00e0o t\u1ed1i \u01b0u cho doanh nghi\u1ec7p?\" width=\"768\" height=\"486\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-3.png 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/07\/call-center-va-contact-center-3-632x400.png 632w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9073\" class=\"wp-caption-text\">Call Center v\u00e0 Contact Center: \u0110\u00e2u l\u00e0 l\u1ef1a ch\u1ecdn n\u00e0o t\u1ed1i \u01b0u cho doanh nghi\u1ec7p? (Ngu\u1ed3n: freepik.com)<\/figcaption><\/figure>\n<p>Ngo\u00e0i ra Contact Center c\u0169ng gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh b\u1eb1ng c\u00e1ch cung c\u1ea5p quy\u1ec1n truy c\u1eadp \u0111a k\u00eanh cho c\u00e1c th\u00e0nh vi\u00ean trong team \u0111\u1ec3 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p cho c\u00e1c khi\u1ebfu n\u1ea1i ho\u1eb7c v\u1ea5n \u0111\u1ec1 v\u1ec1 d\u1ecbch v\u1ee5 ngay l\u1eadp t\u1ee9c. Kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn t\u1eeb k\u00eanh \u01b0a th\u00edch c\u1ee7a h\u1ecd th\u01b0\u1eddng c\u00f3 c\u01a1 h\u1ed9i k\u1ebft n\u1ed1i s\u1edbm h\u01a1n v\u00e0 c\u00e1c th\u00e0nh vi\u00ean trong team \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u1ec1 h\u1ed7 tr\u1ee3 \u0111a k\u00eanh c\u00f3 t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean cao h\u01a1n.<\/p>\n<p>Vi\u1ec7c cho ph\u00e9p kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn v\u1edbi doanh nghi\u1ec7p ho\u1eb7c th\u01b0\u01a1ng h\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n th\u00f4ng qua c\u00e1c k\u00eanh th\u00f4ng tin li\u00ean l\u1ea1c \u01b0a th\u00edch c\u1ee7a h\u1ecd v\u00e0 c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c s\u1ebd l\u00e0m t\u0103ng tr\u1ea3i nghi\u1ec7m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, r\u1ea5t c\u00f3 th\u1ec3 h\u1ecd s\u1ebd quay l\u1ea1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n trong t\u01b0\u01a1ng lai.<\/p>\n<p>M\u1eb7c d\u00f9 c\u1ea3 Call Center v\u00e0 Contact Center \u0111\u1ec1u ch\u1ecbu tr\u00e1ch nhi\u1ec7m h\u1ed7 tr\u1ee3 v\u00e0 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean c\u00e1ch th\u1ee9c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a 2 m\u00f4 h\u00ecnh n\u00e0y l\u00e0 ho\u00e0n to\u00e0n kh\u00e1c nhau. Hy v\u1ecdng sau b\u00e0i vi\u1ebft n\u00e0y c\u1ee7a <a href=\"https:\/\/vbee.ai\/\">Vbee AI<\/a> b\u1ea1n s\u1ebd n\u1eafm \u0111\u01b0\u1ee3c s\u1ef1 kh\u00e1c nhau gi\u1eefa Call Center v\u00e0 Contact Center\u00a0 \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u01b0a ra \u0111\u01b0\u1ee3c quy\u1ebft \u0111\u1ecbnh l\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh n\u00e0o cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh nh\u00e9!<\/p>\n<p><strong>Ngu\u1ed3n tham kh\u1ea3o:<\/strong><\/p>\n<ul>\n<li>Techtarget (tham kh\u1ea3o ng\u00e0y 26\/7\/2023), Call center vs. contact center: What&#8217;s the difference?. C\u00f3 t\u1ea1i: https:\/\/www.techtarget.com\/searchcustomerexperience\/feature\/Call-center-vs-contact-center-Whats-the-difference<\/li>\n<li>CCaas (tham kh\u1ea3o ng\u00e0y 26\/7\/2023), Call Center vs. Contact Center: What\u2019s the Difference?. C\u00f3 t\u1ea1i: https:\/\/justcall.io\/blog\/contact-center-vs-call-center-difference.html<\/li>\n<li>Sprinklr (tham kh\u1ea3o ng\u00e0y 26\/7\/2023), Call center vs. contact center: What&#8217;s the difference?. C\u00f3 t\u1ea1i: https:\/\/www.sprinklr.com\/blog\/call-center-vs-contact-center-differences\/<\/li>\n<li>Novocall (tham kh\u1ea3o ng\u00e0y 26\/7\/2023), Contact Center VS Call center: Which Is Better For You?. C\u00f3 t\u1ea1i: https:\/\/novocall.co\/blog\/contact-center-vs-call-center\/<\/li>\n<li>Globalresponse (tham kh\u1ea3o ng\u00e0y 26\/7\/2023), Call Center vs. Contact Center: Which is Best for Your Business?. C\u00f3 t\u1ea1i: https:\/\/www.globalresponse.com\/blog\/call-center-vs-contact-center\/<\/li>\n<\/ul>\n<p><strong>Xem th\u00eam:<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/vbee.ai\/blog\/voicebot-la-gi\/\">Voicebot l\u00e0 g\u00ec? \u0110\u00e2u l\u00e0 gi\u1ea3i ph\u00e1p t\u1ed1i \u01b0u h\u00f3a cho doanh nghi\u1ec7p?<\/a><\/li>\n<li><a href=\"https:\/\/vbee.ai\/blog\/tri-tue-nhan-tao-ai\/\">Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o AI l\u00e0 g\u00ec? Ph\u00e2n lo\u1ea1i v\u00e0 \u1ee9ng d\u1ee5ng<\/a><\/li>\n<li><a href=\"https:\/\/vbee.ai\/blog\/voice-biometrics\/\">SLA l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u Service Level Agreement<\/a><\/li>\n<li><a href=\"https:\/\/vbee.ai\/blog\/voice-biometrics\/\">Voice biometrics l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u v\u1ec1 c\u00f4ng ngh\u1ec7 sinh tr\u1eafc gi\u1ecdng n\u00f3i<\/a><\/li>\n<li><a href=\"https:\/\/vbee.ai\/blog\/acd-la-gi\/\">ACD l\u00e0 g\u00ec v\u00e0 c\u00e1ch ho\u1ea1t \u0111\u1ed9ng trong call center?<\/a><\/li>\n<\/ul>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;8989&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;3&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;\u0110\u00e1nh gi\u00e1 b\u00e0i vi\u1ebft&quot;,&quot;legend&quot;:&quot;5\\\/5 - (3 b\u00ecnh ch\u1ecdn)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;Call Center v\u00e0 Contact Center c\u00f3 g\u00ec kh\u00e1c nhau?&quot;,&quot;width&quot;:&quot;142.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 142.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            5\/5 - (3 b\u00ecnh ch\u1ecdn)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Call Center t\u1eebng \u0111\u01b0\u1ee3c coi l\u00e0 &#8220;ti\u00eau chu\u1ea9n v\u00e0ng&#8221; cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u01b0ng s\u1ef1 ph\u00e1t tri\u1ec3n v\u00e0 ra \u0111\u1eddi c\u1ee7a h\u00e0ng lo\u1ea1t c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u00e3 l\u00e0m thay \u0111\u1ed5i s\u1ed1 l\u01b0\u1ee3ng t\u1ed5 ch\u1ee9c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u1eb7c bi\u1ec7t l\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u00e3 khi\u1ebfn nhi\u1ec1u [&#8230;]\n","protected":false},"author":6,"featured_media":9201,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[98],"tags":[],"class_list":["post-8989","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tin-cong-nghe"],"_links":{"self":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/8989","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/comments?post=8989"}],"version-history":[{"count":16,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/8989\/revisions"}],"predecessor-version":[{"id":11637,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/8989\/revisions\/11637"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media\/9201"}],"wp:attachment":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media?parent=8989"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/categories?post=8989"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/tags?post=8989"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}