• Journal of Digital Convergence
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• v.19 no.11
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• pp.517-523
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• 2021

The outcome of the consultation is important to both the counselor and the researcher. Analyzing the trends of research on the results of counseling that have been carried out so far will help to comprehensively structure the results of consultations. The purpose of this research is to analyze research trends in Korea, focusing on research related to the outcomes of counseling published in 「Korean Journal of Counseling」 from 2011 to 2021, which is one of the well-known academic journals in the field of counseling in Korea. This is to explore the direction of future research by navigating the knowledge structure of research. There were 197 studies used for analysis, and the final 339 keyword were extracted during the node extraction process and used for analysis. As a result of extracting potential topics using the LDA algorithm, "Measurement and evaluation of counseling outcomes", "emotions and mediate factors affecting interpersonal relationships", and "career stress and coping strategies" are the main topics. Identifying major topics through trend analysis of counseling performance research contributed to structuring counseling performance. In-depth research on these topics needs to continue thereafter.

• The Journal of the Korea Contents Association
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• v.21 no.7
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• pp.144-156
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• 2021

This study was conducted to explore important factors to consider when designing voice-based psychological counseling agents amid the increasing use of conversational agents in counseling and psychotherapy. 48 participants selected their preferred agent's voice among four types (young women and men, middle-aged women and men) and had a conversation with a psychological counseling agent. They also evaluated the reasons for voice selection, mood changes, perception of the agent's characteristics, and counseling outcomes. As a results, the agent's voice type selected according to the user's gender was not statistically significant. However, the qualitative analysis showed 'comfort' of the voice was an important factor. Next, the user's mood improved significantly after the conversation with the agent, which confirmed the intervention effect. Finally, it was found that expertness and attractiveness perceptions toward the agent contributed to the counseling outcomes. The implications of the study and suggestions for future research were discussed.

• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• 한국IT서비스학회:학술대회논문집
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• 2009.11a
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• pp.65-72
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• 2009

콜센터는 고객과의 커뮤니케이션을 강화하고 로열티를 유지하기 위한 최 일선 고객접점으로서 그 역할이 커지고 있다. 일반적으로 종업원의 직무만족은 고객만족과 기업성과에 직간접적으로 영향을 주는 것으로 알려져 있으므로, 콜센터의 주요 구성원인 상담원의 직무만족은 중요하게 고려될 필요가 있다. 특히, 콜센터는 정보시스템을 일상적으로 사용해야 하는 환경으로 정보시스템의 역할에 대해서도 심도 있게 고려되어야 한다. 본 연구는 이러한 배경하에서 정보시스템과 상담원의 직무만족간의 관계를 조사하였다. 다양한 업종의 콜센터에서 근무하는 상담원들을 대상으로 실증 조사한 결과, 콜센터 정보시스템의 정보품질과 시스템품질은 역할모호성을 매개변수로 하여 상담원의 직무만족에 유의한 영향을 주는 것으로 나타났다. 그리고 시스템 접근성과 정보의 포맷이 상담원이 인지하는 품질에 가장 큰 영향을 주는 것으로 나타났다. 이러한 실증분석 결과를 토대로, 콜센터 인적자원관리와 정보시스템 구축에 대한 시사점을 제시하였다.

• Korean Journal of Culture and Social Issue
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• v.16 no.3
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• pp.311-329
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• 2010

It is necessarily for a counselor's role to vary according to the cultures. While an autonomy is stressed in Western horizontal society, sociability is emphasized in Korea which is a vertical authoritarian society. What is more, a lot of people look to a counselor for elder's role as a teacher or a fosterer as well as a therapist. The two basic framework of Reality Dynamic Counseling which has been developed as a counseling approach for Korean are 'presentization for problem' and 'elder's role of a counselor'. An elder's role of counselor showed in real counseling case is illustrated by 'narrative methods' in this study. The 'story making methods' as one of qualitative research methods is more useful than a protocol method which has been used in studying counseling case, because it has conciseness for original text of dialogs and commentary for counseling process. The seven characteristics of Reality Dynamic Counseling such as grasping the real cause, understanding mind,, emphasizing interpersonal factor, emphasis on role, utilizing confrontation, emphasizing the relationship of parent-child, and facilitating sociability are reflected in such an elder's role of counselor.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.3
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• pp.1178-1187
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• 2011

Based on previous studies that cognitive complexity and coping flexibility are closely related with psychological adaptibility, it can be inferred that they can influence management ability of countertransference in counselling. This study focused on the influence of counselor's cognitive complexity and coping flexibility on the management ability of countertransference in counselling. The survey was conducted on 128 (female 108, male 20) counselors of college counseling center, general counseling center, schools and hospitals. The study employed flexibility scale measures, interpersonal discrimination test, and countertransference factors inventory. The results was that the level of cognitive complexity did not influence countertransference ability whereas the level of coping flexibility influenced countertransference management ability. In multiple regression, it was evidenced that coping flexibility influence countertransference management ability more than cognitive complexity. In sum, our study indicate that coping flexibility is important to enhance the management ability of countertransference in counselling, and that related counsellor training program should be developed in the future.

• Journal of the Korea Society for Simulation
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• v.27 no.2
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• pp.91-100
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• 2018

Recently, the traditional call center, which has an important role as the customer's primary contact point, has been transformed into the omni-channel contact center which supports an additional variety of access channels in addition to phone calls in order to improve customer accessibility and convenience. The omni-channel contact center has agents on each channel which are vital in determining the response rate and waiting time for the customer. In traditional call centers, agents can be assigned to a call based on the characteristics of the call, however in omni-channel contact centers, the characteristics of issues vary and come in through multiple channels, each with their own characteristics, making it difficult to assign the appropriate agent for the issue. Customers must also be processed at the same time, adding an additional layer of complexity to the issue. This paper analyzes and simulates an omni-channel contact center that accommodates email, chat, voice calls and video consultation, and investigates how to optimize the allocation of agents.

• The Journal of the Korea Contents Association
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• v.22 no.7
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• pp.332-344
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• 2022

The purpose of this study was to identify the components of how clients perceive the counselors' authenticity in actual counseling, and to examine the therapeutic changes and processes related to the counselors' authenticity. In-depth interviews were conducted with 12 clients majoring in counseling at graduate school, and as a result of analyzing using the Grounded theory approach, 57 concepts, 40 sub-categories, and 14 categories were derived. The major results of this study are as follows: first, the components of counselor authenticity perceived by clients were identified as 'honesty', 'sincere attitude', and 'heartfelt caring'. Second, counselors' authenticity was found to bring about deeper and generalized therapeutic changes when a deep level of acceptance and empathy for the client was accompanied. Finally, therapeutic changes in counselors' authenticity were found to be 'increasing self-understanding and acceptance', 'generalization of authenticity modeling', and 'increasing initiative in coping with problems'. This study contributed to the increase of the practical knowledge of the counselors' authenticity by identifying the therapeutic value of authenticity and factors, and provided the implications to education and training for novice counselors.

• 월간산업보건
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• s.58
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• pp.55-60
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• 1993

보건관리자의 역할중 하나는 근로자들의 건강유지증진을 위하여 그에 필요한 지식을 주고 습관이나 행동을 개선시켜 나가기 위한 동기를 부여해주는 일이다. 또한 보건관리의 성과는 사업장에서의 건강 상담과 보건지도가 얼마나 바람직하게 이루어지고 있느냐의 여부에 달려 있다고 할 수 있다. 이 자료는 보건관리자의 역할수행에 있어서 건강상담의무의 필요성을 강조하면서 그 방법을 제시하고 있다.

• 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.