• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2004.05b
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• pp.548-551
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• 2004

This research is implement of a life counselling system for improving the effectiveness of student-counselling through public counselling cases with teachers experience which is obtained in school. This system is consisted of manager module and user module, and object from student-counselling effective through public counselling cases of relationship teachers. User module can use of every teachers student-counselling search and input, free debate room, reference data etc., and manager module offers manage function for a data and the membership.

• Proceedings of the Korean Information Science Society Conference
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• 1999.10b
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• pp.172-174
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• 1999

본 논문에서는 카운셀링을 원하는 사용자가 카운셀러와 전자메일을 통해 상담을 원할 때 사용자의 상담 내용에 근거하여 유사한 사례를 검색해 주는 시스템을 제안한다. 제안방법은 문서의 계층적 클러스터링과 용어 적합성 피드백을 상담 사례 검색 시스템에 적용시켜, 상담사례에 나타나는 단어의 출현 빈도와 유사도를 통해 트리 구조를 형성하고, 이 트리 구조를 통한 하향 탐색을 수행한다. 하향 탐색을 하는 도중 노드의 매칭함수의 값이 서로 유사하여 노드 선택이 어려울 경우, 사용자에게 질의를 통해 용어를 제시하고, 사용자의 피드백을 통해 입력된 사연 내용의 가중치를 개선하여 내용에 가장 부합되는 문서를 탐색한다.

• Journal of the Korean Society of Food Science and Nutrition
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• v.46 no.2
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• pp.251-258
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• 2017

The objective of this study was to analyze patient satisfaction and perception of nutritional counseling services quality. A patient satisfaction and perception survey was conducted for 1,095 patients from 43 tertiary hospitals and 20 general hospitals. The number of returned questionnaires was 656 (response rate: 60.0%). Data from 633 questionnaires were analyzed after the questionnaires with unanswered items were excluded. Five domains were identified from the result of the factor analysis using the maximum likelihood and oblique rotation. The five domains were named empathy, responsiveness, tangibles, reliability, and skill and specialty. Patient perception mean score of nutritional counseling was 4.54/5.00. Patient satisfaction scores were significantly higher in empathy (P<0.001), responsiveness, and skill and specialty (P<0.01) with a college or graduate school education than in patients with a middle school education. There was no statistically significant difference between satisfaction scores in tertiary hospitals and those in general hospitals, but patients in capital hospitals reported significantly higher scores than their local counterparts in empathy, responsiveness, reliability, skill and specialty (P<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<0.01) scores were observed in patients who received nutritional counseling only once compared to patients who received counseling two times. Patients perception of nutritional counseling services was significantly correlated with their satisfaction of five domains, reliability (r=0.721), responsiveness (r=0.697), empathy (r=0.690), skill and specialty (r=0.678), and tangibles (r=0.622).

• Journal of Genetic Medicine
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• v.8 no.2
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• pp.89-99
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• 2011

Over the years Korean health care system has improved in delivery of quality care to the general population for many areas of the health problems. The system is now being recognized in the world as the most cost effective one. It is covered by the uniform national health insurance policy for which most people in Korea are mandatory policy holders. Genetic counseling service, however, which is well recognized as an integral part of clinical genetics service deals with diagnosis and management of genetic condition as well as genetic information presentation and family support, is yet to be delivered in comprehensive way for the patients and families in need. Two major obstacles in providing genetic counseling service in korean health care system are identified; One is the lack of recognition for the need for genetic counseling service as necessary service by the national health insurance. Genetic counseling consumes a significant time in delivery and the current very low-fee schedule for physician service makes it very difficult to provide meaningful service. Second is the critical shortage of qualified professionals in the field of medical genetics and genetic counseling who can provide the service of genetic counseling in clinical setting. However, recognition and understanding of the fact that the scope and role of genetic counseling is expanding in post genomic era of personalized medicine for delivery of quality health care, will lead to the efforts to overcome obstacles in providing genetic counseling service in korean health care system. Only concerted efforts from health care policy makers of government on clinical genetics service and genetic counseling for establishing adequate reimbursement coverage and professional communities for developing educational program and certification process for professional genetic counselors, are necessary for the delivery of much needed clinical genetic counseling service in Korea.

• 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.

• 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.

• 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.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.23 no.12
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• pp.1571-1577
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• 2019

There is a growing interest in psychological counseling and pyschotherapy and many experts are working to help clients more efficiently. Given the many advantages of cyber counseling can be a good alternative to traditional face-to-face counseling. This paper examines the trends of cyber counseling and psychotherapy in South Korea. As a result, when comparing traditional counseling with cyber counseling, cyber counseling had advantages such as high accessibility, convenience, cost reduction effect, and inconvenience in face-to-face counseling. In addition, cyber counseling in South Korea began in the late 1980s, and many studies were conducted for teenagers who are familiar with ICT. Lastly, I briefly researched the current status of cyber counseling and psychotherapy in South Korea. Currently, more active cyber counseling and psychotherapeutic interventions are being carried out using images, AI, and VR. However, because the interdisciplinary approach is somewhat lacking, it is necessary to develop various counseling and psychotherapy programs and verify the effectiveness through the interdisciplinary approach.

• Korean Journal of Psychosomatic Medicine
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• v.30 no.1
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• pp.1-6
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• 2022

Recently, nonsuicidal self-injury (NSSI) has been increasing considerably in school counseling. According to the Youth Counseling and Welfare Development Institute, the number of counseling support for NSSI adolescent in 2018 was more than three times higher than the previous year, and the average time when NSSI behavior first appeared was 12.43 years old. As such, adolesnect NSSI continues to increase in recent years, and the age is also gradually decreasing. Nevertheless, research on the motives and characteristics of NSSI among domestic adolescents is still insufficient. This may be attributed to the difficulty of conducting research because self-injury behavior is secretly performed. However, it is also true that this reality has another limitation in the school field, which urgently requires counseling intervention and prevention of students' mental health problems. In addition, counseling for self-injury in the school scene is the biggest cause of exhaustion for counselors because they are under very great stress to cope with repeated self-harm in the dual role of counselors and teachers in school situations. Therefore, this study examines the causes and characteristics of involuntary self-injury through previous research analysis, and examines various difficulties experienced as a school counselor, as well as the effective intervention method of non suicidal self-injury in school counseling.

• 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.