• RED RIBBON
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• s.79
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• pp.30-32
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• 2008

우리 협회는 2005년부터 전국 11개 상담실에서 전국공통 상담 전화(1588-5448)을 통한 전화 상담, 홈페이지(www.aids.or.kr) 상담게시판을 통한 온라인 상담, 내방 상담, 검진 상담(익명검사 : 서울, 대구, 광주, 창원)를 실시해 오고 있다. 여기서는 2007년 한해 동안 실시한 상담 현황을 소개하고자 한다.

• 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.

• RED RIBBON
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• s.77
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• pp.25-27
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• 2007

우리 협회는 지난 2005년부터 에이즈 대표전화 1588-5448 및 홈페이지 게시판 상담 매체를 통해 전국 11개 상담실에서 에이즈 전문 상담을 실시해 오고 있다. 아울러 에이즈 익명검사실(서울, 대구, 광주, 창원)을 통해 즉석에서 결과를 확인할 수 있는 에이즈 검사 상담을 시범 운영하고 있다. 그동안 전화(47,000), 온라인(30,000), 검진상담(3,500)을 통해 총 80,500여건의 상담이 이루어졌다. 여기서는 지난 1년간 협회가 실시한 25,000여 건에 대한 상담 항목별로 세부 분석 자료를 통해 에이즈 감염이 우려되는 '안전하지 않은 성행동'이 우리 성문화 속에 만연해 있음을 살펴보고자 한다.

• Proceedings of the Korea Information Processing Society Conference
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• 2019.10a
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• pp.889-891
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• 2019

전화 상담 과정에서, 상담원은 고객의 요청에 적절히 대응해야 하는 의무를 갖고 있지만, 고객의 요청은 상담원의 수보 범위를 자주 벗어난다. 그런 범위 이외의 질문과 요청에 대해서도 일단은 성실히 응대하는 것이 상담원의 역할이고, 이 부분에서 상담 업무의 어려움이 존재한다. 이러한 어려움을 해결하기 위해서, 상담원에게 고객의 요청을 응대하기 위해 필요한 정보를 실시간으로 제공해줄 수 있는 시스템이 필요하다. 본 연구는, 이상의 기능을 수행하기 위한 시스템 구조를 설계하고, 그 프로토타입을 구현하는 것으로 이루어졌다.

• The Journal of the Convergence on Culture Technology
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• v.8 no.6
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• pp.49-58
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• 2022

The purpose of this study is to find out how on-line counseling modalities (phone, video, and video counseling using digital mask) differ from face-to-face counseling in terms of clients' perception of working alliance, depth and smoothness of each session, satisfaction, and their qualitative counseling experience. 40 university students participated in the experiment, divided into 4 groups, received 3 personal counseling sessions per person. The quantitative data revealed no significant difference among the four counseling groups in working alliance. Also, the "depth" of the session was similar in the four groups, but phone and video with mask counseling group who did not expose their faces showed higher "smoothness" in the first and second sessions than face-to-face counseling group, indicating that anonymity was helping the clients' inhibition overcome. Through the post-interview data, subtle differences in experience of each counseling method were identified by the participants. The results are expected to provide primary information for developing and implementing various online counseling modalities in the future.

• Industry Promotion Research
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• v.7 no.3
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• pp.131-137
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• 2022

This study is to develop a program based on IFS theory to reduce job stress and psychological exhaustion experienced by telephone counselors in the counseling field, and to verify the effectiveness. After selecting 9 people in advance and conducting a demand survey, detailed program activities, content organization, and validity were reviewed. And preliminary research was conducted with experts, and the final program was composed of evaluation, correction, and supplementation. To verify the effectiveness of the program, 10 people from the experimental group and 10 people from the control group were selected for voluntarily participating telephone counselors. As a result of the study, first, the overall job stress and its sub-factors, 'overwork', 'difficult clients', and 'social expectations of counselors' scores decreased statistically significantly. Second, 'physical fatigue', 'non-cooperative work environment', 'decreased client value', and 'deterioration of privacy', which are sub-factors of psychological exhaustion, significantly decreased. Third, the IFS score decreased significantly according to the IFS application program.

• Proceedings of the Korean Society of Computer Information Conference
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• 2016.01a
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• pp.141-142
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• 2016

본 연구에서는 자동차보험 회사의 고객센터 상담사를 대상으로 감정노동과 심리적 소진의 관계를 분석하였다. 그 결과 첫째, 고객센터 상담사들은 감정노동의 표면화 행위보다는 내면화 행위에 대한 스트레스가 더 높은 것으로 나타났다. 둘째, 심리적 소진은 개인의 특성에 따라 차이를 보였다. 정서적 고갈은 여성 상담사일수록, 개인적 성취감 결여는 고졸일수록, 1일 전화응대시간이 8시간 초과할수록, 월평균가계소득이 낮을수록 더욱 높아지는 것으로 밝혀졌다. 셋째, 상담사의 개인특성과 감정노동이 심리적 소진에 미치는 영향력을 알아본 결과, 감정노동의 표면화 행위가 높을수록 정서적 고갈을 증가시켰고, 월평균 가계소득이 높을수록 정서적 고갈을 감소시켰다. 개인적 성취감 결여는 감정노동의 표면화 행위가 높을수록, 1일 전화 응대시간이 많을수록, 높아지는 경향을 보였으며, 월평균 가계소득이 높을수록, 감정노동의 내면화 행위가 많을수록 개인적 성취감 결여는 감소되는 것으로 밝혀졌다.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.6 no.3
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• pp.131-146
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• 2011

This dissertation analyzed the satisfaction of corrective counseling programs for Korean domestic violence offenders. I conducted a survey of Korean domestic violence offenders scattered throughout the country. The survey period was between Mar Feb. 20, 2006 and Apr. 29, 2006. The specific objects of the survey are the 250 domestic violence offenders who got counseling in the Goyang branch office of the Justice Ministry-affiliated Uijeongbu Probation & Parole Center, Ansan Citizen Welfare Society's domestic violence counseling center, Korea Domestic Violence Counseling Center Association, Korea Women's Hot Line, Korea Family Law Counseling Center and its branch offices throughout the country, and the counseling centers commissioned by the court for domestic violence offenders. The study was based on a poll on 182 of the 250 offenders. The research result includes: First, the satisfaction of corrective counseling programs for offenders varies depending upon the age, educational background, location, job, income, and childhood abuse of offenders. In particular, the less experience of childhood abuse leads to greater effect of education. Second, of the types of corrective counseling programs for offenders, the satisfaction for those in couple counseling is the greatest. This is because couple counseling is more influential than individual in the professional education that helps to share and understand couple problems.

• Journal of East-West Nursing Research
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• v.15 no.2
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• pp.157-167
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• 2009

Purpose: This study examines the patient problems and nursing interventions during telephone consultations by nurses in an ophthalmology nursing unit. Methods: The data were collected during telephone consultations. A total of 13 nurses consulted 170 patients between September 29 and November 30, 2008 at a tertiary teaching hospital. Problems were raised by the patients and nursing interventions were provided to the patients by the nurses. The SPSS program was used to analyze the data. Results: There were 228 telephone inquiries by 170 patients. The problems were categorized into four groups based on a literature review and validated by 14 nurses: physical symptoms, medications, administrative matters, and follow-up care. Interventions provided by the nurses were categorized into six groups: instructing patients; providing information; providing background knowledge; assuring the patients; referring to the patients to other ancillary departments; and delivering doctor's orders. Conclusions: Nurse interventions for a specific patient problem varied depending on the nurse providing the consultation. The participating nurses expressed the need for a common protocol for telephone consultations. Thus, it would be beneficial to develop a guideline for telephone consultations to minimize practice variations among nurses.

• Journal of Korean Academy of Nursing
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• v.31 no.4
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• pp.538-547
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• 2001

Purpose: To evaluate the emergency medical protocols and need assessment through the case report Method: The study investigated the emergency call system through the 1339 emergency patients information center in 1997. Results: The emergency calls tend to follow general trends of the type of cases : abdominal pain (13.5%), unconsciousness(12.0%), traffic accidents (7.4%), bleeding (6.6%), respiration difficulty (5.9%). This was all collected through emergency medical protocols injury and poisoning (22.3%), symptom (51.6%), others (26.1%). Conclusion: The results suggest that a specific training program for emergency medical dispatchers should be established, and emergency medical dispatcher managers must review the cases on the basis of emergency medical protocols every year. Emergency medical services, furthermore, will continue to raise the standard for emergency medical dispatching.