• Title/Summary/Keyword: Call Center

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The Chronic Health Effects of Work-Related Stressors Experienced by Police Communications Workers

  • Perez, Rodolfo A.;Jetelina, Katelyn K.;Reingle Gonzalez, Jennifer M.
    • Safety and Health at Work
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    • v.12 no.3
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    • pp.365-369
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    • 2021
  • Background: Law enforcement communications (i.e., 911 dispatch and call takers) is a challenging and stressful occupation. The purpose of this study is to identify the main stressors associated with employment in law enforcement communications, and to identify and provide context to how these stressors affect workers' health and wellbeing. Methods: This research study included focus groups with 23 call takers and 911 dispatchers employed by a large, urban law enforcement agency in 2018. Thematic analyses were conducted to identify trends. Results: Four themes of stressors emerged (i.e., the high stakes nature of some 911 calls for service, understaffing, supervisor-related stress, and recruiting practice). Two health-related themes emerged as being occupation-related: weight gain and poor sleep patterns/insufficient sleep). Specifically, participants reported negative eating habits resulting in weight gain and obesity, lack of sleep and irregular sleep schedules, and development of hypertension and/or diabetes since beginning their jobs. Conclusion: Law enforcement communications professionals experience a number of the same stressors facing law enforcement officers in patrol. These stressors, combined with the sedentary nature of the job, could result in long-term, chronic health problems.

Study on the discourse functions of Ranhou in Mandarin Chinese - Focused on radio call-in programme (현대중국어 '연후(然後)'의 담화기능 소고 - 전화참여 라디오 프로그램을 대상으로)

  • Park, Chan Wook
    • Cross-Cultural Studies
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    • v.22
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    • pp.329-354
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    • 2011
  • This paper aims to probe into the meaning of Ranhou in Mandarin Chinese and to account for discourse functions of it in radio call-in programme. For this purpose, the present study investigates the meaning of Ran and Hou repectively at first and explains the change of meaning of Ranhou, because we assume that Ranhou is compounded by Ran and Hou, and the core meaning is derived from its compounded meaning. Then we examine which time category Ranhou belongs to more based on the concept of time(reference, event, discourse) in Schiffrin(1987), and examine also where it is located within turn. Following this examination, we analysis and explain discourse functions what it is situated. Therethrough, we understand that 1) Ran has 'agreement or confirmation of preceded utterance' therefore has anaphoric meaning, and Hou has 'after' in the meaning cline: back of body-back part-behind-after-retarded(proposed by Heine et al. 1991), so that Ranhou has 'after agreement or confirmation of preceded utterance of mine' and extends to 'on premise preceded utterance or event' furthermore, and therefore can have possibility having various functions; 2) Ranhou has various functions in natural language in spite of the institutional setting. It can indicate (1) temporal relation of events, (2) logic relation of two(or more) events, e.g. causality, elaboration, concession, list, (3) turn maintence, acquisition, management, (4) verbal filler.

Time-varying modeling of the composite LN-GPD (시간에 따라 변화하는 로그-정규분포와 파레토 합성 분포의 모형 추정)

  • Park, Sojin;Baek, Changryong
    • The Korean Journal of Applied Statistics
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    • v.31 no.1
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    • pp.109-122
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    • 2018
  • The composite lognormal-generalized Pareto distribution (LN-GPD) is a mixture of right-truncated lognormal and GPD for a given threshold value. Scollnik (Scandinavian Actuarial Journal, 2007, 20-33, 2007) shows that the composite LN-GPD is adequate to describe body distribution and heavy-tailedness. This paper considers time-varying modeling of the LN-GPD based on local polynomial maximum likelihood estimation. Time-varying model provides significant detailed information of time dependent data, hence it can be applied to disciplines such as service engineering for staffing and resources management. Our work also extends to Beirlant and Goegebeur (Journal of Multivariate Analysis, 89, 97-118, 2004) in the sense of losing no data by including truncated lognormal distribution. Our proposed method is shown to perform adequately in simulation. Real data application to the service time of the Israel bank call center shows interesting findings on the staffing policy.

Preconsent Video-Assisted Instruction Improves the Comprehension and Satisfaction in Elderly Patient Visiting Pain Clinic

  • Kim, Sung-Hoon;Koh, Won-Uk;Rhim, Jin-Ho;Karm, Myong-Hwan;Yu, Hye-Suk;Lee, Bo-Yoeng;Shin, Jin-Woo;Leem, Jeong-Gill
    • The Korean Journal of Pain
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    • v.25 no.4
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    • pp.254-257
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    • 2012
  • Background: Elderly patients visiting pain clinic may be at greater risk of misunderstanding the explanation because of age-related cognitive decline. Video instruction may provide a consistent from of teaching in a visual and realistic manner. We evaluated the effect of educational video on the patient understanding and satisfaction in a group of geriatric patients visiting pain clinic. Methods: Ninety two patients aged more than 60 years old who were scheduled for transforaminal epidural block were recruited. After exposure to either video or paper instruction process, each patient was asked 5-item comprehension questions, overall satisfaction and preference question. During follow-up period, number of outpatient referral-line call for further explanation was counted. Results: We observed significantly better comprehension in the video education compared with paper instruction (P < 0.001). Patient satisfaction was also higher in the video group (P = 0.015), and patients visiting pain clinic were more preferred video instruction (P < 0.001). Proportion of referral-line call for further explanation were similar (P = 0.302). Conclusions: Video approach to instruction process before consent improves treatment comprehension in geriatric patient visiting pain clinic.

A Study on the Development of the Digital Traffic Signal Controller (디지털 교통신호제어기 개발 연구)

  • Ko, Sejin;Lee, Jaekwan;Park, Sangmin;Gho, Gwang-Yong;Yun, Ilsoo
    • The Journal of The Korea Institute of Intelligent Transport Systems
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    • v.18 no.6
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    • pp.43-59
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    • 2019
  • The Traffic controller currently used in Korea is a switch control system that directly transfers 220V of high voltage to traffic lights one to one. This method requires a lot of cables, and there are concerns about electric shock. Accordingly, Korea Road Traffic Authority added the digital communication signal controller standard using digital communication method to the standard specification of the communication signal controller of the National Police Agency. Based on these specifications, this paper intended to develop digital communication call controllers. In addition, it was verified that even if the digital communication signal controller and analogue communication call controller were mixed, they could operate in the signal control system currently in operation.

Design and Implementation of a Protocol for u-Safety Service (u-안심 서비스 프로토콜 설계 및 구현)

  • Cho, Byung Soon;Lee, Jae Min
    • Journal of the Institute of Electronics and Information Engineers
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    • v.50 no.12
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    • pp.117-128
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    • 2013
  • u-safety service system inter-works with the diverse operation agencies, through CCTV network, such as the emergency call terminal with built-in GPS, the mobile communication network, u-safety service provider, relay system and CCTV control center. In the case of the emergency call, this service searches the location of caller in real time, and then continues to search the location of caller through the control of CCTV in the searched place, and can provide the several agencies like guardian, police office, fire station, hospitals, relief organizations and municipalities, with the diverse information necessary for the secure rescue through SMS and wired network. In this paper, a new protocol and specification for u-safety service relay system is designed and implemented. The effectiveness of presented protocol is verified by computer simulation. The designed protocol of u-safety service is applied to real 3GPP and 3GPP2 mobile communication networks to verify its performance.

Implementation of UX-based Automatic Control System for CTI and Broadcasting Linkage of Customer -Focusing on call center data- (고객의 CTI와 방송연계를 위한 UX기반 자동제어시스템의 구현 -콜센터 데이터를 중심으로-)

  • Lee, Jae-Yong;Shin, Seung-Jung
    • The Journal of the Institute of Internet, Broadcasting and Communication
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    • v.20 no.2
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    • pp.61-66
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    • 2020
  • The purpose of this study is to identify and manage the problem of components discontinuity in the future based on the implementation of information systems to solve the problem of discontinuance of militaries parts, so as to solve the problem of discontinuance of components in the operation of the weapon systems and reduce excessive expenditure due to aging of the weapon system. The purpose is to prevent the discontinuance of components in the future by up-dating the production phenomena of parts manufactures periodically. Defense industries and R&D perood can expand users convenience by supporting selection of more efficient parts in weapon systems development and information of vast components information systems.

A Meta-data Generation and Compression Technique for Code Reuse Attack Detection (Code Reuse Attack의 탐지를 위한 Meta-data 생성 및 압축 기술)

  • Hwang, Dongil;Heo, Ingoo;Lee, Jinyong;Yi, Hayoon;Paek, Yunheung
    • Proceedings of the Korea Information Processing Society Conference
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    • 2015.04a
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    • pp.424-427
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    • 2015
  • 근래 들어 모바일 기기의 시스템을 장악하여 사용자의 기밀 정보를 빼내는 악성 행위의 한 방법으로 Code Reuse Attack (CRA)이 널리 사용되고 있다. 이와 같은 CRA를 막기 위하여 call-return이 일어날 때마다 이들 address를 비교해 보는 shadow stack과 branch에 대한 몇 가지 규칙을 두어 CRA 를 탐지하는 branch regulation과 같은 방식이 연구되었다. 우리는 shadow stack과 branch regulation을 종합하여 여러 종류의 CRA를 적은 성능 오버헤드로 탐지할 수 있는 CRA Detection System을 만들고자 한다. 이를 위하여 반드시 선행 되어야 할 연구인 바이너리 파일 분석과 meta-data 생성 및 압축 기술을 제안한다. 실험 결과 생성된 meta-data는 압축 기술을 적용하기 전보다 1/2에서 1/3 가량으로 그 크기가 줄어들었으며 CRA Detection System의 탐지가 정상적으로 동작하는 것 또한 확인할 수 있었다.

A Study on Multimodal Neural Network for Intrusion Detection System (멀티 모달 침입 탐지 시스템에 관한 연구)

  • Ha, Whoi Ree;Ahn, Sunwoo;Cho, Myunghyun;Ahn, Seonggwan;Paek, Yunheung
    • Proceedings of the Korea Information Processing Society Conference
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    • 2021.05a
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    • pp.216-218
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    • 2021
  • 최근 침입 탐지 시스템은 기존 시그니처 기반이 아닌 AI 기반 연구로 많이 진행되고 있다. 이는 시그니처 기반의 한계인 이전에 보지 못한 악성 행위의 탐지가 가능하기 때문이다. 또한 로그 정보는 시스템의 중요 이벤트를 기록하여 시스템의 상태를 반영하고 있기 때문에 로그 정보를 사용한 침입 탐지 시스템에 대한 연구가 활발히 이루어지고 있다. 하지만 로그 정보는 시스템 상태의 일부분만 반영하고 있기 때문에, 회피하기 쉬우며, 이를 보완하기 위해 system call 정보를 사용한 멀티 모달 기반 침입 시스템을 제안한다.

Relationship Between Occupational Stress and Turnover Intention Among Call Center Counselors (콜센터 상담사의 직무스트레스와 이직의도와의 관련성)

  • Shin, Sam-Chul;Cho, Young-Chae;Kim, Jong-Soo;Kim, Dong-Hyun
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.2
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    • pp.1318-1327
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    • 2015
  • In this study, customer service representatives in call centers, the relevance of occupational stress, and turnover intention as well as the investigation of the relevance to that of demographic characteristics, health behaviors, and job-related characteristics is carried out. In particular, the relevance of occupational stress and turnover intention was attempted to be identified. From the response to the surveys of nine hospitals and five companies, there was a total of 158 people during the investigation. The collection of data was conducted by self-administered questionnaire in the period of February 1, 2013 to June 30, 2013. As the result of study, factors related to turnover intention involved age, sleep, job demands and job autonomy as significant variables. In particular, in the relevance of occupational stress and turnover intention, it was revealed that turnover intention decreases as job autonomy increases while turnover intention increases as job demands become higher. The ratio of danger of occupational stress on turnover intention eminently increased in the group of high job demands, low job autonomy, low support of supervisor and co-worker. Therefore, it is considered that efforts for improvement of occupational stress factors are required to decrease turnover intention.