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2. §°§Ò§â§Ñ§ä§Ú§ä§î §Ó§ß§Ú§Þ§Ñ§ß§Ú§Ö §ß§Ñ §å§â§à§Ó§Ö§ß§î soft-skills §ã§à§ä§â§å§Õ§ß§Ú§Ü§à§Ó front-§à§æ§Ú§ã§Ñ, §ä.§Ü. §ã§â§Ö§Õ§ß§Ú§Ö §à§è§Ö§ß§Ü§Ú §á§à §Ü§â§Ú§ä§Ö§â§Ú§ñ§Þ "§£§ß§Ú§Þ§Ñ§ä§Ö§Ý§î§ß§à§ã§ä§î §Ü §â§Ö§ê§Ö§ß§Ú§ð §Ó§à§á§â§à§ã§à§Ó" §Ú "§±§à§Ý§ß§à§ä§Ñ
§Ú §á§à§ß§ñ§ä§ß§à§ã§ä§î §à§ä§Ó§Ö§ä§Ñ" §ß§Ñ§ç§à§Õ§ñ§ä§ã§ñ §ß§Ú§Ø§Ö §å§â§à§Ó§ß§ñ §Ý§à§ñ§Ý§î§ß§à§ã§ä§Ú §Ú §ã§à§à§ä§Ó§Ö§ä§ã§ä§Ó§å§ð§ä §ã§â§Ö§Õ§ß§Ö§Þ§å §â§Ö§Ù§å§Ý§î§ä§Ñ§ä§å §á§à §Ó§ã§Ö§Þ §Ü§â§Ú§ä§Ö§â§Ú§ñ§Þ. §ª§ç §Ó§Ö§ã §ß§Ö §à§Ü§Ñ§Ù§í§Ó§Ñ§Ö§ä §ã§ä§à§Ý§î §ã§Ú§Ý§î§ß§à§Ô§à
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4. §¯§Ö§à§Ò§ç§à§Õ§Ú§Þ§à §â§Ö§Ô§å§Ý§ñ§â§ß§à §Ü§à§ß§ä§â§à§Ý§Ú§â§à§Ó§Ñ§ä§î §å§â§à§Ó§Ö§ß§î §Ü§à§ß§Õ§Ú§è§Ú§à§ß§Ú§â§à§Ó§Ñ§ß§Ú§ñ §Ó §ï§ä§à§Þ §à§ä§Õ§Ö§Ý§Ö§ß§Ú§Ú. §£§à§Ù§Þ§à§Ø§ß§à, §Ù§Ñ§Þ§Ö§ß§Ú§ä§î §Ü§å§Ý§Ý§Ö§â §ß§Ñ §á§Ý§Ñ§ã§ä§Ú§Ü§à§Ó§í§Ö/ §ã§ä§Ö§Ü§Ý§ñ§ß§ß§í§Ö
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UNDP Ukraine
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§¬§Ö§Û§ã §á§à §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ö §á§â§à§Õ§Ñ§Ø
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UltraUnion
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NGM
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§°§Ò§ì§Ö§Ü§ä§Ú§Ó§ß§Ñ§ñ §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ñ §Õ§Ý§ñ §à§ß§Ý§Ñ§Û§ß-§Ò§Ú§Ù§ß§Ö§ã§Ñ: §ß§Ñ§ã§Ü§à§Ý§î§Ü§à §ç§à§â§à§ê§à §â§Ñ§Ò§à§ä§Ñ§ð§ä §Ó§Ñ§ê§Ú §Þ§Ñ§â§Ü...
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Netpeak
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§°§á§í§ä §â§à§ã§ã§Ú§Û§ã§Ü§Ú§ç §Ü§à§Þ§á§Ñ§ß§Ú§Û §á§à §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §Þ§à§ß§Ú§ä§à§â§Ú§ß§Ô§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ §à§Ò§ã§Ý§å§Ø§Ú§Ó§Ñ§ß§Ú§ñ §Ü§Ý§Ú...
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§°§á§í§ä §â§à§ã§ã§Ú§Û§ã§Ü§Ú§ç §Ü§à§Þ§á§Ñ§ß§Ú§Û §á§à §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §Þ§à§ß§Ú§ä§à§â§Ú§ß§Ô§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ §à§Ò§ã§Ý§å§Ø§Ú§Ó§Ñ§ß§Ú§ñ §Ü§Ý§Ú...
AssociationAMKO
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§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction
§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction
§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction
Daniil Pervukhin
?
Contact Center Internal Role
Contact Center Internal RoleContact Center Internal Role
Contact Center Internal Role
_Konstantin
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Machine learning in Analytics of telephone conversationachine learning in Ana...
Machine learning in Analytics of telephone conversationachine learning in Ana...Machine learning in Analytics of telephone conversationachine learning in Ana...
Machine learning in Analytics of telephone conversationachine learning in Ana...
Kirill Kosolapov
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§ª§ã§ã§Ý§Ö§Õ§à§Ó§Ñ§ß§Ú§Ö §æ§Ñ§Ü§ä§à§â§à§Ó §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú
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BCGroup Russia
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AssociationAMKO
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§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"
§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"
§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"
§¦§Ý§Ö§ß§Ñ §©§à§Ý§Ú§ß§Ñ
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Research of clients expectations and satisfaction
Research of clients expectations and satisfactionResearch of clients expectations and satisfaction
Research of clients expectations and satisfaction
Advanter Group
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connectica -lab
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§±§â§Ú§ê§Ý§à §Ý§Ú §Ó§â§Ö§Þ§ñ §Ñ§å§Õ§Ú§ä§Ñ?
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Iryna Velychko
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Oleg Samoilow
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§¬§Ñ§Ü §á§â§Ñ§Ó§Ú§Ý§î§ß§à §Ú§Ù§Þ§Ö§â§Ú§ä§î, §é§ä§à§Ò§í §ß§Ú§é§Ö§Ô§à §Ý§Ú§ê§ß§Ö§Ô§à §ß§Ö §à§ä§â§Ö§Ù§Ñ§ä§î
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§´§Ñ§â§Ñ§ã§à§Ó §¬§à§ß§ã§ä§Ñ§ß§ä§Ú§ß
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Customer service innovations - presentation for Kyiv Mohyla Business School
Customer service innovations - presentation for Kyiv Mohyla Business SchoolCustomer service innovations - presentation for Kyiv Mohyla Business School
Customer service innovations - presentation for Kyiv Mohyla Business School
Dennis Lyubyvy
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§µ§á§â§Ñ§Ó§Ý?§ß§ß§ñ §Ö§æ§Ö§Ü§ä§Ú§Ó§ß?§ã§ä§ð §à§â§Ô§Ñ§ß?§Ù§Ñ§è?? §Õ§Ý§ñ §Ò?§Ù§ß§Ö§ã-§à§Ò'?§Õ§ß§Ñ§ß§î
§µ§á§â§Ñ§Ó§Ý?§ß§ß§ñ §Ö§æ§Ö§Ü§ä§Ú§Ó§ß?§ã§ä§ð §à§â§Ô§Ñ§ß?§Ù§Ñ§è?? §Õ§Ý§ñ §Ò?§Ù§ß§Ö§ã-§à§Ò'?§Õ§ß§Ñ§ß§î§µ§á§â§Ñ§Ó§Ý?§ß§ß§ñ §Ö§æ§Ö§Ü§ä§Ú§Ó§ß?§ã§ä§ð §à§â§Ô§Ñ§ß?§Ù§Ñ§è?? §Õ§Ý§ñ §Ò?§Ù§ß§Ö§ã-§à§Ò'?§Õ§ß§Ñ§ß§î
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UNDP Ukraine
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§¬§Ö§Û§ã §á§à §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ö §á§â§à§Õ§Ñ§Ø
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UltraUnion
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NGM
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§°§Ò§ì§Ö§Ü§ä§Ú§Ó§ß§Ñ§ñ §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ñ §Õ§Ý§ñ §à§ß§Ý§Ñ§Û§ß-§Ò§Ú§Ù§ß§Ö§ã§Ñ: §ß§Ñ§ã§Ü§à§Ý§î§Ü§à §ç§à§â§à§ê§à §â§Ñ§Ò§à§ä§Ñ§ð§ä §Ó§Ñ§ê§Ú §Þ§Ñ§â§Ü...§°§Ò§ì§Ö§Ü§ä§Ú§Ó§ß§Ñ§ñ §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ñ §Õ§Ý§ñ §à§ß§Ý§Ñ§Û§ß-§Ò§Ú§Ù§ß§Ö§ã§Ñ: §ß§Ñ§ã§Ü§à§Ý§î§Ü§à §ç§à§â§à§ê§à §â§Ñ§Ò§à§ä§Ñ§ð§ä §Ó§Ñ§ê§Ú §Þ§Ñ§â§Ü...
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Netpeak
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AssociationAMKO
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§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction
§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction
§±§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ Tradeins Satisfaction
Daniil Pervukhin
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Contact Center Internal Role
Contact Center Internal RoleContact Center Internal Role
Contact Center Internal Role
_Konstantin
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Machine learning in Analytics of telephone conversationachine learning in Ana...
Machine learning in Analytics of telephone conversationachine learning in Ana...Machine learning in Analytics of telephone conversationachine learning in Ana...
Machine learning in Analytics of telephone conversationachine learning in Ana...
Kirill Kosolapov
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§ª§ã§ã§Ý§Ö§Õ§à§Ó§Ñ§ß§Ú§Ö §æ§Ñ§Ü§ä§à§â§à§Ó §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú
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BCGroup Russia
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AssociationAMKO
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§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"
§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"
§¶§Ú§Õ§Ò§Ö§Ü. §±§Ý§Ñ§ß §á§â§à§Ö§Ü§ä§Ñ §Ú§Ù §Ü§ß§Ú§Ô§Ú "§¶§Ú§Õ§Ò§ï§Ü"
§¦§Ý§Ö§ß§Ñ §©§à§Ý§Ú§ß§Ñ
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Research of clients expectations and satisfaction
Research of clients expectations and satisfactionResearch of clients expectations and satisfaction
Research of clients expectations and satisfaction
Advanter Group
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connectica -lab
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§±§â§Ú§ê§Ý§à §Ý§Ú §Ó§â§Ö§Þ§ñ §Ñ§å§Õ§Ú§ä§Ñ?
§±§â§Ú§ê§Ý§à §Ý§Ú §Ó§â§Ö§Þ§ñ §Ñ§å§Õ§Ú§ä§Ñ?§±§â§Ú§ê§Ý§à §Ý§Ú §Ó§â§Ö§Þ§ñ §Ñ§å§Õ§Ú§ä§Ñ?
§±§â§Ú§ê§Ý§à §Ý§Ú §Ó§â§Ö§Þ§ñ §Ñ§å§Õ§Ú§ä§Ñ?
Iryna Velychko
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§¡§ß§Ñ§ã§ä§Ñ§ã§Ú§ñ §¤§Ñ§Ó§å§â§Ñ
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Oleg Samoilow
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§¬§Ñ§Ü §á§â§Ñ§Ó§Ú§Ý§î§ß§à §Ú§Ù§Þ§Ö§â§Ú§ä§î, §é§ä§à§Ò§í §ß§Ú§é§Ö§Ô§à §Ý§Ú§ê§ß§Ö§Ô§à §ß§Ö §à§ä§â§Ö§Ù§Ñ§ä§î
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§´§Ñ§â§Ñ§ã§à§Ó §¬§à§ß§ã§ä§Ñ§ß§ä§Ú§ß
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Customer service innovations - presentation for Kyiv Mohyla Business School
Customer service innovations - presentation for Kyiv Mohyla Business SchoolCustomer service innovations - presentation for Kyiv Mohyla Business School
Customer service innovations - presentation for Kyiv Mohyla Business School
Dennis Lyubyvy
?

§®§Ö§ä§à§Õ§à§Ý§à§Ô§Ú§ñ §Ú §Ú§ß§ã§ä§â§å§Þ§Ö§ß§ä§í §Ú§Ù§Þ§Ö§â§Ö§ß§Ú§ñ, §Ñ§ß§Ñ§Ý§Ú§Ù§Ñ §Ú §å§Ý§å§é§ê§Ö§ß§Ú§ñ §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ö§Û §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú §Ü§Ý§Ú§Ö§ß§ä§à§Ó

  • 1. §®§Ö§ä§à§Õ§à§Ý§à§Ô§Ú§ñ §Ú §Ú§ß§ã§ä§â§å§Þ§Ö§ß§ä§í §Ú§Ù§Þ§Ö§â§Ö§ß§Ú§ñ, §Ñ§ß§Ñ§Ý§Ú§Ù§Ñ §Ú §å§Ý§å§é§ê§Ö§ß§Ú§ñ §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ö§Û §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú §Ü§Ý§Ú§Ö§ß§ä§à§Ó §®§à§ã§Ü§Ó§Ñ, 2015 §³§Ó§Ö§ä§Ý§Ñ§ß§Ñ §³§Þ§Ú§â§ß§à§Ó§Ñ 04.06.2015
  • 2. §¹§´§° §´§¡§¬§°§¦ §±§°§¬§¡§©§¡§´§¦§­§¾ §µ§¥§°§£§­§¦§´§£§°§²§¦§¯§¯§°§³§´§ª §¬§­§ª§¦§¯§´§°§£? §ã§á§à§ã§à§Ò§ß§à§ã§ä§î §Ü§à§Þ§á§Ñ§ß§Ú§Ú, §á§â§à§Ú§Ù§Ó§à§Õ§ñ§ë§Ö§Û §ä§à§Ó§Ñ§â §Ú§Ý§Ú §á§â§Ö§Õ§à§ã§ä§Ñ§Ó§Ý§ñ§ð§ë§Ö§Û §å§ã§Ý§å§Ô§å, §Þ§Ñ§Ü§ã§Ú§Þ§Ñ§Ý§î§ß§à §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ú§ä§î §á§à§ä§â§Ö§Ò§ß§à§ã§ä§Ú §á§à§ä§â§Ö§Ò§Ú§ä§Ö§Ý§ñ §Ó §ä§à§Ó§Ñ§â§Ö §Ú§Ý§Ú §å§ã§Ý§å§Ô§Ö
  • 3. §©§¡§¹§¦§® §¯§µ§¨§¯§° §µ§­§µ§¹§º§¡§´§¾ CSAT? §­§à§ñ§Ý§î§ß§à§ã§ä§î §Ü§Ý§Ú§Ö§ß§ä§à§Ó §µ§Ó§Ö§Ý§Ú§é§Ö§ß§Ú§Ö §á§â§à§Õ§Ñ§Ø §±§à§Ó§í§ê§Ö§ß§Ú§Ö §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú §ã§à§ä§â§å§Õ§ß§Ú§Ü§à§Ó §³§à§Ü§â§Ñ§ë§Ö§ß§Ú§Ö §à§á§Ö§â§Ñ§è§Ú§à§ß§ß§í§ç §â§Ñ§ã§ç§à§Õ§à§Ó 98% §Ü§Ý§Ú§Ö§ß§ä§à§Ó §á§â§à§Õ§à§Ý§Ø§Ñ§ð§ä §ã§à§ä§â§å§Õ§ß§Ú§é§Ö§ã§ä§Ó§à §ã §Ü§à§Þ§á§Ñ§ß§Ú§Ö§Û §Ó §â§Ö§Ù§å§Ý§î§ä§Ñ§ä§Ö §á§à§Ý§à§Ø§Ú§ä§Ö§Ý§î§ß§à§Ô§à §à§á§í§ä§Ñ §à§Ò§ë§Ö§ß§Ú§ñ §ã §Ü§à§Þ§á§Ñ§ß§Ú§Ö§Û §¦§ã§Ý§Ú §Ü§Ý§Ú§Ö§ß§ä §Õ§à§Ó§à§Ý§Ö§ß §à§Ò§ã§Ý§å§Ø§Ú§Ó§Ñ§ß§Ú§Ö, §Ü§â§à§ã§ã- §Ú §Õ§à§á- §á§â§à§Õ§Ñ§Ø§Ú §â§Ñ§ã§ä§å§ä §ß§Ñ 20% §µ§Ý§å§é§ê§Ö§ß§Ú§Ö CSAT §ß§Ñ 1% §á§à§Ó§í§ê§Ñ§Ö§ä ESAT §ß§Ñ 1% §µ§Ý§å§é§ê§Ö§ß§Ú§Ö CSAT §ß§Ñ 1% §ã§à§Ü§â§Ñ§ë§Ñ§Ö§ä §à§á§Ö§â§Ñ§è§Ú§à§ß§ß§í§Ö §â§Ñ§ã§ç§à§Õ§í §ß§Ñ 1%
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