• Korean Journal of Adult Nursing
• /
• v.14 no.2
• /
• pp.306-314
• /
• 2002

Purpose: This study was intended to examine the effects of a telephone consulting program on self-efficacy and self-care in NIDDM patients. Method: Sixty-eight NIDDM patients participated. Thirty-six were assigned to the experimental group and received the telephone consulting program from one to two times per week for 4 weeks. This program was undertaken by base on small booklet relating to diabetic disease summary, diet, drug, exercise, foot management, prevention and treatment of complications, and insulin injection methods. Result: 1. Hypothesis 1 that "the experimental group who receives the telephone consulting program will have higher self-efficacy score than the control group who does not have the telephone consulting" was supported (t=5.12, p= .000). 2. Hypothesis 2 that "the experimental group who receives the telephone consulting program will have higher self-care score than the control group who does not have the telephone consulting" was supported(t=5.29, p= .000). Conclusion: The telephone consulting program improved self-efficacy and self-care in NIDDM patients. Accordingly, this program can be adopted as an effective nursing intervention in the care of the diabetic patients.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2003.11b
• /
• pp.1189-1192
• /
• 2003

초기 콜 센터는 단순히 고객에게 걸려오는 전화를 응대하는 서비스 수준으로 시작되었지만, 현재는 고객과 마주하는 최 접점으로 서비스 뿐만 아니라 마켓팅, 세일즈를 행하는 기업의 경쟁력을 유지하는데 있어 필수적인 요소로 자리잡아 가고 있다. 특히 개인고객을 많이 접하는 금융기관에서는 콜 센터를 대형화, 지방 분산화 및 백업체제 구축을 위한 Multi 센터를 구축하여 콜만 처리하는 센터로서가 아니라 다양한 채널[전화,email,fax,chating]를 통해 접속되는 고객요구 사항들을 통합된 인프라에서 One Stop 으로 처리하고자 한다. 하지만 회선 교환망을 이용하는 PBX기반 Voice 회선과 IP 환경의 DATA 를 처리하는 이원화된 구조로 Multi 콜 센터를 구축 할 경우, 타 센터의 상담원에게로 콜을 설정시 시간이 많이 소요되어 센터간 Call Load Balancing 및 상담원 Skill Based Routing 을 수행함이 어렵다는 단점이 있다. 본 논문에서는 이러한 단점을 개선할 수 있는 방안으로 Voice 와 Data 를 IP 기반 단일 망으로 구성하고 WAN상에서 음성을 전달할 때 적정한 MOS(Mean opinion score)를 측정 후 객관적으로 필요한 Bandwidth 를 검증하고 Muti 콜 센터에서 효과적인 콜 load Balancing 및 Routing을 할 수 있는 VOIP기반 Convereed Virtual Call Center Architecture 설계 한다.

• Journal of Korean Academy of Nursing Administration
• /
• v.17 no.3
• /
• pp.336-348
• /
• 2011

Purpose: This methodological study was done to develop a telephone consultation algorithms and practice guidelines for patient discharged with ophthalmic diseases. Methods: The ophthalmic problems of the patients were identified and expert knowledge on managing the problems was acquired. Algorithms and practice guidelines were developed based on the expert knowledge. The content validity of algorithms and practice guidelines was evaluated by the experts. Results: The preliminary algorithms and practice guidelines were developed from 60 detailed signs and symptoms and 45 nursing interventions. The experts agreed that 57 detailed signs and symptoms linked with nursing interventions were valid, with the content validity index over 80%. Meeting with nurse experts and ophthalmologists was convened to review the rest of the 3 detailed signs and symptoms linked with nursing interventions. Finally, 60 detailed signs and symptoms and 46 nursing interventions were confirmed. Conclusion: This study suggests that the algorithms and practice guidelines are effective decision-making tools and utilization of these algorithms and practice guidelines is expected to improve the quality of clinical nursing and patient satisfaction.

• Journal of the Korea Institute of Information and Communication Engineering
• /
• v.26 no.11
• /
• pp.1571-1576
• /
• 2022

This study aims to analyze the interest of modern people in non-face-to-face medical counseling in the medical industrys. Big data was collected on two social platforms, 지식인, a platform that allows experts to receive medical counseling, and YouTube. In addition to the top five keywords of telephone counseling, "internal medicine", "general medicine", "department of neurology", "department of mental health", and "pediatrics", a data set was built from each platform with a total of eight search terms: "specialist", "medical counseling", and "health information". Afterwards, pre-processing processes such as morpheme classification, disease extraction, and normalization were performed based on the crawled data. Data was visualized with word clouds, broken line graphs, quarterly graphs, and bar graphs by disease frequency based on word frequency. An emotional classification model was constructed only for YouTube data, and the performance of GRU and BERT-based models was compared.

• Korean Journal of Adult Nursing
• /
• v.20 no.3
• /
• pp.481-488
• /
• 2008

Purpose: This study was conducted to identify the effects of diabetes education and telephone counseling on depression in diabetic patients. Methods: 49 diabetic patients(24 in the control group and 25 in the experimental group) completed diabetes education and telephone counseling. Data were analyzed using ${\chi}^2$ test, paired t-test and unpaired t-tests. Results: There were no significant differences in depression between the experimental and control groups. But, Depression scores were much decreased in the experimental group. Conclusion: Depression decreased following the diabetes education and telephone counseling. These findings indicate that diabetes education and telephone counseling could be one of the way to decrease depression.

• 한국IT서비스학회:학술대회논문집
• /
• 2009.05a
• /
• pp.365-368
• /
• 2009

고속 인터넷 망 구축과 멀티미디어 통신 수요의 증가에 따라 VoIP는 기존의 PSTN 망의 대체 혹은 확장 기술로서 지속적으로 검증되어 왔다. 음성 데이터 처리 규약들 중 SIP는 다른 규약에 비해 신호 처리 단계가 간단하기 때문에 이를 기반으로 RTP를 활용하여 음성 통신 시스템을 구축하는 사례가 늘어나고 있다. 그러나 RTP의 특성상 패킷을 처리할 때마다 복원 과정이 필요하며, 다중 세션으로 통신이 발생할 경우 전체 패킷들의 관리가 복잡해지므로 이들 간에 혼선 없이 데이터를 처리 및 유지할 수 있는 방법론이 요구된다. 본 논문에서는 SIP 기반의 IP 전화를 통해서 고객과 상담원 간의 통화 이벤트가 발생하는 일반 콜센터 환경에서 RTP 음성 데이터를 처리하는 다중 세션 어플리케이션의 구축 사례를 제시한다. 구현한 시스템은 IP 전화에서 발생하는 통화 내역을 통합 스위치 서버에서 포트 미러링하여 녹취 및 녹음 서버로 전송하며, 전송된 패킷 정보들의 세션이 유지되고 있는 동안 음성 데이터를 실시간으로 모니터링한다.

• Journal of the Korea Society of Computer and Information
• /
• v.13 no.5
• /
• pp.291-308
• /
• 2008

This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tole-communicators.

• Life and Agrochemicals
• /
• v.27 no.3 s.216
• /
• pp.60-63
• /
• 2006

FMC코리아∙신영아그로∙아진케미칼, 본회 준회원 가입/ 신임 한국잔류농약연구회장에 김용환씨 선출/ 동부한농화학, 「동부한농」으로 사명 변경/ 바이엘, 「바스타」글로벌 경쟁대회 수상 영예/ 바이엘, 「영업 정책 설명회 및 인센티브 시상식」개최/ 바이엘, 제품상담 위한 대표 전화번호 개설/ 동부한농, 진딧물약「세티스」본격 출시/ 경농, 신제품「모스피란 입제」출시/ 신젠타, 2006신제품 출시회 성료/ 신젠타, 이삭 주요병해 전문약제「킬트」출시/ 바스프∙스미토모화학, 각각 사무실 이전

• Proceedings of the Korean Information Science Society Conference
• /
• 2003.10c
• /
• pp.538-540
• /
• 2003

최근 금융 및 통신 산업 중심의 텔레마케팅 시스템이 증가하고 있는 가운데 아웃바운드 전문 콜센터 솔루션에 관한 관심이 증가되고 있다. 과거의 인바운드 위주의 마케팅에서 탈피하여 좀더 구체적이고 효율적인 마케팅전략이 필수적으로 아웃바운드 기반의 콜센타는 고객의 문의사항을 접수받아 해결하는 상담중심의 인바운드 모듈과 달리. 정보제공이나 상품판매를 위해 먼저 전화를 거는 텔레마케팅 운영방식으로, 본 논문에서는 Caller­ID를 활용하여 특히 소규모 콜센타 운영에 필수적인 인아웃바운드 모듈의 설계 및 구현에 관하여 논의하였다.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.4
• /
• pp.239-244
• /
• 2018

A 59-year-old man with no specific medical or family history complained of chest pain and became unconscious. A member of his family, who was a witness, called 119 and gave him dispatcher-assisted cardiopulmonary resuscitation, followed by defibrillation using an automated external defibrillator placed in his apartment. Afterward, he was given two sessions of defibrillation by the 119 emergency squad, then transferred to an emergency medical center with the return of spontaneous circulation. The patient was discharged with cerebral performance category (CPC) 1 15 days later. While dispatcher-assisted cardiopulmonary resuscitation and defibrillation is at its beginning stage in South Korea, this case seems to demonstrate its effectiveness. Moreover, this case suggests it can be particularly useful for helping untrained witnesses use an automated external defibrillator, which may have important implications in regions in which there are delayed responses of the 119 emergency squad to the site. It is also important to develop a plan for improving witness access to and quantitative supply of the South Korean public access defibrillation (PAD) program.