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http://dx.doi.org/10.5762/KAIS.2018.19.5.106

A Study on Contact Center Evaluation Model Using AHP and Content Analysis  

Ryu, Ki-Dong (Graduate School of Public Policy and Information Technology, Seoul National University of Science & Technology)
Kim, Woo-Je (Department of Industrial & Information Systems Engineering, Seoul National University of Science and Technology)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.19, no.5, 2018 , pp. 106-116 More about this Journal
Abstract
Recently, the role of the contact center for business-to-consumer (B2C) operations is becoming more and more important as the customer contact point. In particular, an Internet Protocol (IP)-based contact center system is made up of a complicated information system in order to accommodate various customer channels, in addition to the telephone, and to respond in real time. However, until now, evaluations of contact centers have focused on customer service-based research from inbound contact centers. We used the contact center as a measure of performance, focusing on indicators that have traditionally influenced customer satisfaction, such as response rates and service levels. There is insufficient research on the characteristics of the services that a contact center should have and on the evaluation models for information systems. The role of information systems is becoming important as the latest contact center, which has moved from the TDM-driven digital phone system center to the IP-based contact center, accommodates a variety of digital channels other than voice phones. In particular, as offline branches decrease due to the development of the Internet and mobile phones, non-facing responses to customers are important, so the contact center has influenced the enterprise. Therefore, we developed an evaluation model not only in terms of customer service, but also from information system and business aspects, using the AHP and verifying the evaluation model through empirical cases. In particular, content analysis was used to ensure objectivity of AHP evaluation items.
Keywords
AHP; Content Anaysis; Contact Center; Evlaution Model; Information System; Customer Satisfaction;
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