• Proceedings of the Korean Society of Computer Information Conference
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• 2012.07a
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• pp.115-118
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• 2012

현재 서비스 산업에서는 급변하는 고객의 욕구를 맞추기 위해 기업 간의 서비스 경쟁 심화 및 다양한 각도에서의 최상의 고객서비스를 제공하기 위한 노력이 지속적으로 시도되고 있다. 서비스 종사자들도 기업과 고객이 기대하는 고객 중심 서비스 제공에 기여하고 있다. 과도한 서비스 제공은 서비스 종사자의 감정적 스트레스 등과 같은 부작용을 발생시키고 있는데, 기업과 고객과의 접촉 채널로서의 중요한 역할에 임하는 콜센터 상담사들의 스트레스 해소는 업무 향상에 있어서 필요하다. 스트레스 해소를 위한 정신적인 긍정어 즉, 역경을 이겨내는 긍정의 힘이 '회복탄력성'으로서, 콜센터 상담사의 회복탄력성을 분석한 결과 근무경력과 업무 유형에 따라 차이를 보였다. 회복탄력성의 구성요소 중 감정통제력, 충동통제력, 원인분석력, 공감능력, 자기효능감은 근무경력에 따라 차이를 보였고, 낙관성, 공감능력은 업무 유형에 따라 차이가 나타났다.

• Vending industry
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• v.7 no.2 s.20
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• pp.44-47
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• 2007

"대학졸업반인 24살인 S양. 때가 때인 만큼 고민이 많다. 머리도 식힐 겸 친구들과 영화한편 보러 극장에 갔다가, 운세도 보고 여러 정보 콘텐츠를 판다는 한 이상한 자판기(?)를 발견했다. 호기심에 돈을 넣고 운세를 접속을 하니 화상으로 한 역술인과 연결이 되었다. S양은 현재 고민 중인 진로상담부터 언제 좋은 남자를 만날 수 있을지 까지 자신의 관심사를 속 시원하게 운세상담을 했다. 또 타 메뉴 중에 있는 성형상담 콘텐츠도 접속을 해 한 유명 성형외과 상담의와 '외모업그레이드'방안에 대해서도 상담을 했다." 세상에 이런 자판기도 존재 하냐고? 가상의 시나리오가 아니다. 이런 상황은 화상상담자판기에 의해 흔하게 구현될 전망이다. 이미 화상운세 콘텐츠는 일부 설치된 자판기를 통해 서비스가 되고 있다. 이런 화제의 자판기를 선보인 곳은 예언이란 업체이다. 예언은 운세는 물론 다양한 상담 콘텐츠를 제공하는 정보 콘텐츠 자판기 분야로 '야심만만'한 꿈을 꾸고 있다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.9
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• pp.366-376
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• 2017

This study attempts to analyze the structure of the knowledge and duties of the vocational counseling service industry by using the text mining method and network analysis, which are methods of big data analysis. The subjects of the survey were vocational counseling, job placement and career change support, three fields in the unit elements of competence included in the National Competency Standards (NCS) which areproposed by the government. Although the analysis results of frequently used words showed that all three fields had independent duties, many were overlapping, such as counseling, examination, employment support, etc. for clients, job seekers, and others. The knowledge required by the employees of this field includes many new fields, such as start-up development, lifelong career consulting, job adaptation and culture conflict, besides the five subjects of vocational psychology, vocational counseling, labor market, job information, and law, which are included in the vocational counselor certification examination. Also, we suggested that the consultants adhere to emotional approaches, such as empathy, acceptance and attentiveness, and take a neutral stance. This study isvaluable in that it is the first attempt to objectively analyze the duties of the vocational counseling service field by big data analysis. In addition, it is also meaningful that we first confirmed the difference between the direction of government policy and the actual practice in the field.

• Proceedings of the Korean Society of Computer Information Conference
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• 2014.01a
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• pp.177-180
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• 2014

서비스 산업의 급격한 발전과 더불어 최상의 서비스를 제공하기 위한 기업 간의 서비스 경쟁 심화와 고객의 욕구변화에 의해 여러 직종에서 근로자들에게 감정노동을 요구하고 있다. 감정노동은 실제 자신이 느끼는 감정과는 상관없이 직무를 행해야 하는 감정적 노동으로 은행원, 승무원, 상담원 등이 대표적인 종사자로 알려져 있다. 감정노동은 이러한 서비스업에 국한되지 않고 교사 등 사람과 대면하는 모든 부류에 포함된다고 하여도 과언이 아니다. 감정노동은 지극히 주관적이고 개인적인 경험인 '감정'에 의해 행해지는 직무 활동으로 개개인의 특성에 따라 감정노동의 정도도 다를 것이다. 이에 본 연구에서는 고객센터 상담사들을 대상으로 인구통계적 특성에 따른 집단간에 감정노동의 차이가 있는지를 살펴보고자 한다.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• Journal of Digital Contents Society
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• v.13 no.4
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• pp.547-557
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• 2012

Youths express their own negative experiences and feelings come from their deeply wounded mind. They seek the root cause of these wounded hearts from other people or external environment. Youths revisited the past to heal painful memories. This study designed ontology in order to provide information about the causes and symptoms of illness of the mind for youth counseling. Application ontology enables high-volume and intricate knowledge not only to get set up systematically but also to be stored as the meaningful information. It is also very useful as an integrating tool of the existing complex counseling nomenclature. And ultimately, through revitalization of the sharing and reuse of materials, it becomes possible to provide client-centered counseling services. Therefore, this study built ontology of the mind-illness as a way to analyze the causes and symptoms of the disease in the client mind for providing personalized youth counseling services.

• Proceedings of the Korea Information Processing Society Conference
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• 2015.10a
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• pp.79-82
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• 2015

기존의 온라인 심리 상담 서비스는 상담 전 내담자의 심리 상태를 정확하게 판단하지 못한다는 문제점이 있었다. 또한 자신의 심리 상태를 정확히 알고 있지 못한 내담자는 적합한 상담사에게 상담받기 어려웠다. 따라서 본 연구에서는 이를 개선한 매칭 방법을 제안한다. 상담 시작 전 내담자의 상태를 정신의학 진단 기준을 바탕으로 보다 정확하게 진단한다. 내담자의 진단 결과와 상담사의 상담 분야를 바탕으로 클러스터링 한다. 동일 클러스터 내의 내담자와 상담사를 매칭하여 상담을 진행한다.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.391-402
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• 2016

The purpose of the present study was to investigate the mediating role of expectation about counseling among self-stigma, public stigma and attitude toward seeking counseling. The participants of this study were 327 university students and this research investigated some results by using SPSS 17.0. The major results were as follows: this study reported the negative effects of public stigma and self-stigma on the attitude toward seeking counseling. Self-stigma showed a significant negative correlation with regard to expectation for the counseling, on the other hand, expectations about the social stigma and counseling did not show a significant correlation statistically. And this study verified the expectation about counseling partially mediated the relationship between self-stigma and attitude toward seeking counseling. The findings of this study provided meaning in that particular search was made for variables that mediate the relationship between self-stigma and attitude toward seeking counseling. This study suggested that the stigma of individual acts effects on using real counseling services than emotional issues with each individual. Finally, this paper suggested the needs of development about the counseling and the education program as a special intervention.

• 월간산업보건
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• s.197
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• pp.53-56
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• 2004

수요자 요구에 따른 다양한 서비스 개발에 힘써온 협회가 보건관리대행 서비스를 충실히 수행하면서 축적된 자료와 정보를 공유하는 일환으로 보건관리대행 사례를 소개하고 한다.

• The Journal of the Korea Contents Association
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• v.20 no.10
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• pp.369-384
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• 2020

This study explored and described how seniors cope with adversities, how they perceive the counseling and what they expect from it, including the difficulties and barriers when using psychological counseling, through direct reports of the seniors. Data was collected from 56 elderly people living in Gyeonggido through interviews. The collected data was analyzed using the CQR-M method. The result yielded 6 domains, which are the ways to deal with adversities, feelings or thoughts about counseling, motivations for counseling, why peoples mind getting counseling, expectations for counselor, expectations for counseling effect. Based on the results, the ways to increase the level of participation and consideration for counseling by the elderly are suggested including case management, the expansion of counseling areas, the formation of sincere relationships, the consideration of counseling methods with activities and the enhancement of expertise.