• Proceedings of the Korea Inteligent Information System Society Conference
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• 2005.11a
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• pp.234-238
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• 2005

유비쿼터스 컴퓨팅과 유비쿼터스 네트워크를 통해 새롭고 다양한 서비스가 창출되고 있다. 특히, 언제 어디서나 사람과 사물 같은 객체의 위치를 인식하고 이를 기반으로 유용한 서비스를 제공하는 유비쿼터스 위치기반 서비스(Ubiquitous Location Based Services: u-LBS)가 중요한 서비스로 대두되고 있다. 이와 같이 유비쿼터스 환경에서 유용한 많은 응용 기술들이 개발되고 있다. 본 논문에서는 개발한 eCRM 모바일 콜센터는 기존에 기업들이 eCRM을 이용하여서 고객 마케팅하는데, 이를 보다 더 효율적으로 하기 위해서 u-LBS 기반 기술을 이용하여 eCRM 모바일 콜센터를 개발하였다.

• Journal of Advanced Navigation Technology
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• v.14 no.1
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• pp.1-10
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• 2010

This study is to analyze the relationship about emotional labor, burnout and turnover intention in airline call center workers who perform emotional labor using telephone without direct confrontiong with clients. Call center work typically requires high levels of sustained interpersonal. Therefore the emotional labor is the important managing factor for efficient management of call center. This study makes a contribution in providing the fact that emotional labor and burnout is an important managing factor in administration of call center worker.

• Proceedings of the Korean Society of Disaster Information Conference
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• 2016.11a
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• pp.307-308
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• 2016

본 연구는 화학사고 시 피해에 대한 응급의료정보를 신속, 적정히 제공, 관리하기 위하여 데이터베이스를 설계하며, 그 내용으로서 화학사고 응급의료 정보 및 대응 시나리오를 포함한 컨텐트를 제작하여 화학사고 응급 콜센터를 운영하게 될 때 사용 가능하게 하며, 직접 화학사고 응급 콜센터를 응급의료진이 직접 참여하고 관련 기관이 연계되어 시범 운영함으로써 그 결과를 환류, 수정 반영하여 응급의료 정보가 적절히 제공되는 지속적인 화학사고 응급 콜센터가 운영될 수 있는 기반을 마련하는 내용이며 이를 위하여 학사고 시 응급의료정보 제공이 필요한 화학물질의 도출의 적절한 방법에 대한 분석과 제안을 통하여 화학사고 응급 의료정보 제공시스템 개발 및 서비스 운영 기반 확보하는 기초 구조를 마련하고자 한다.

• Proceedings of the Korea Information Processing Society Conference
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• 2010.11a
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• pp.859-862
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• 2010

정부기관의 대민서비스 제공 관점이 수요자 중심으로 전환되고 대국민 만족도 측면의 중요성이 강조되면서 정부기관 콜센터의 운영 및 서비스에 대한 표준화된 품질 평가에 대한 고려가 필요하게 되었다. 본 논문에서는 정부기관 콜센터 품질 평가 기준을 운영체계 운영서비스 운영성과 관점에서 제시하여, 정부기관 콜센터의 운영효율성 제고, 상담서비스 품질 확보 및 대국민 만족도를 향상하기 위한 평가 프레임워크를 제시하고자 한다.

• Journal of Internet Computing and Services
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• v.6 no.3
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• pp.71-84
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• 2005

Recently, the expert call center solution has become the center of interest, since finance and tele-marketing system, which is focused on a communication industry, have been increasing, Specially, the call center market is growing up with a supporting Caller-ID for a cellular phone in Korea, In the present, although large size companies are developing expensive solutions and instruments to service only for the big companies, there little solutions for SOHO markets, Therefore, in this paper we have shown a design and an implementation of a CTI system which is capable of in/outbound call processing by using CTI, and providing stable services by linking the customer's DB. And these functionalities have become possible by integrating functions of PBX and the computer control of the PBX. First, we have constructed call flows and analyzed packets for the standard communication through the PBX in call. Then, we have designed and implemented a middleware which linked a call between a client and a customer. Finally, we have constructed a database module for applying the CRM technology to the management of customer's contents.

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• 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.

• Information Systems Review
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• v.4 no.2
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• pp.155-168
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• 2002

This paper examines whether the functions of eCRM solutions affect the site visit and purchase by customers. The functions of eCRM solutions are extracted and classified into three categories of c-marketing, e-sales, and e-service. E-marketing includes campaign/event marketing, e-mail marketing, and questionnaire marketing; e-sales consists of recommendation system and incentive/discount promotion.; e-service is composed of e-mail call center and web call center. From the online survey, 146 responses are collected and analyzed. The analysis shows that the level of experience in campaign/event marketing, e-mail marketing, e-mail call center, and web call center significantly affect the website visit by customers and that the level of experience in all eCRM functions except e-mail marketing significantly affect the purchase by customers. The effects of those functions in eCRM on the website visit are moderate, while the effects of the functions on the purchase are low. The results from this study imply that eCRM needs to strengthen the effect on the purchase with more thorough analysis of the customer profile.

• Proceedings of the Korea Contents Association Conference
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• 2008.05a
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• pp.749-753
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• 2008

Nowadays, first objectives of business activity is to develop competitive power by means of satisfying customer's needs. So, it is necessary to educate and train personnel in call-center in order to develop their job ability and latent ability. Especially departments of call-marketing or tele-marketing in domestic university have established for support of professionals had systematic and professional abilities In this paper, we analyze curricula in university for training call-center. Also, we analyze important subjects in similar departments of university and course descriptions based on educational objectives in college and university.

• Proceedings of the Korea Information Processing Society Conference
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• 2013.05a
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• pp.486-489
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• 2013

현재 IT 인프라 기술이 상당한 발전을 이루고 있으며 고급 인프라를 활용한 IT 기술들이 나날이 발전하고 있다. 지금의 정보화 사회에 지대한 영향을 미치고 있는 인터넷을 포함한 수 많은 IT 정보기술들은 각 사회분야에 걸쳐 해당 분야의 정보의 질을 높이고 있다. CTI (Computer Telephony Integration) 기반 콜센터 시스템 또한 IT 인프라의 발전에 발 맞추어 효율적인 정보 제공을 위한 정보 기술이 상당히 많이 발전해왔다. 기존의 콜센터 시스템은 PSTN 망 기반의 전화 중심의 정보제공만 가능한 반면에, 현재 콜센터 시스템은 PSTN 기반이 아닌 IP 기반 인프라를 활용하여 IP 기반으로 제공할 수 있는 여러 기술을 접목시킨 하나의 통합 솔루션 시스템으로 발전하고 있다. 콜과 관련된 서비스만 제공하는 것이 아니라 Fax, E-mail, Instance Messaging 등 여러종류의 서비스를 제공하기 위해 시스템 구성이 변화하고 있는 추세이다. 하지만 현재 콜센터 시스템은 청각장애인을 위해 제공할 수 있는 서비스가 존재하지 않으며 이에 대한 연구 또한 미비한 상태이다. 이에 본 논문에서는 청각장애인을 위한 서비스 제공을 위해 스마트폰 인프라에서 서비스를 제공 받을 수 있는 CTI 시스템을 설계 하였다.