• Journal of Korean Society for Quality Management
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• v.37 no.2
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• pp.1-11
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• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• Journal of Information Technology Services
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• v.8 no.1
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• pp.29-45
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• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• Journal of the Korean Society for Precision Engineering
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• v.28 no.5
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• pp.565-571
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• 2011

Because most fatigue cracks in wheel and rail take place by rolling contact of wheel and rail in railroad industry, it is critical to understand the rolling contact phenomena, especially for the three-dimensional situation. This paper presents an approach to steady-state rolling contact problem of three-dimensional contact bodies, with or without tangential force, based on the finite element method. The steady-state conditions are controlled by the applied relative slip and tangential force. The three-dimensional distribution of tangential traction and contact stresses on the contact surface are investigated. Results show that the distribution of tangential traction and contact stresses on the contact surface varies rapidly as a result of the variation of stick-slip region. The tangential traction is very close in form to Carter's distribution.

• Proceedings of the KIEE Conference
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• 2003.10a
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• pp.242-245
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• 2003

A garter spring, which is a long, special, close-coiled extension spring with its ends joined to form a ring, is used in tulip contactor between vacuum circuit breaker and bus bar in switchgear. To carry short-time current and resist welding at the contact surface in the tulip contactor, the garter spring must transmits an uniform contact force to the contact surface through the contact chips arranged in the circumference of bus bar. In this paper, the system for measurement of the contact force by the garter spring is developed. Using the developed measurement system, the design of the connection structure including the garter spring is reviewed to obtain the uniform contact forces in all of contact chips.

• Proceedings of the Korean Fiber Society Conference
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• 2003.10a
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• pp.103-103
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• 2003

A newly developed contact angle measurement instrument by laser beam projection allows for rapid and direct determination of contact angles. From the result of comparative experiment and questionnaire, the laser contact angle.

• Proceedings of the Korean Institute of Electrical and Electronic Material Engineers Conference
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• 2003.11a
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• pp.517-520
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• 2003

The purpose of this paper is to investigate the effect of arc current and contact velocity on the erosion of silver contact to be used in low voltage circuit breakers. The arc current range from $2kA_{rms}$ to $20kA_{rms}$. A test system allows the control of the opening velocity profiles with contact velocities up to 10m/s and also enables the synchronization of the contact opening with a point on the arc current waveform. Contact erosion is evaluated by measuring the mass change of the cathode and anode. The results show that increase the opening velocity from 2m/s to 6m/s leads to an decrease in the contact erosion. The material transfer from one electrode to another is shown to depend on the transfer charge and the opening velocity of the contacts.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.5
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• pp.106-116
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• 2018

Recently, the role of the contact center for business-to-consumer (B2C) operations is becoming more and more important as the customer contact point. In particular, an Internet Protocol (IP)-based contact center system is made up of a complicated information system in order to accommodate various customer channels, in addition to the telephone, and to respond in real time. However, until now, evaluations of contact centers have focused on customer service-based research from inbound contact centers. We used the contact center as a measure of performance, focusing on indicators that have traditionally influenced customer satisfaction, such as response rates and service levels. There is insufficient research on the characteristics of the services that a contact center should have and on the evaluation models for information systems. The role of information systems is becoming important as the latest contact center, which has moved from the TDM-driven digital phone system center to the IP-based contact center, accommodates a variety of digital channels other than voice phones. In particular, as offline branches decrease due to the development of the Internet and mobile phones, non-facing responses to customers are important, so the contact center has influenced the enterprise. Therefore, we developed an evaluation model not only in terms of customer service, but also from information system and business aspects, using the AHP and verifying the evaluation model through empirical cases. In particular, content analysis was used to ensure objectivity of AHP evaluation items.

• Nuclear Engineering and Technology
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• v.43 no.5
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• pp.447-458
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• 2011

This paper proposes an approximated contact force model to identify the nonlinear behavior of a fuel rod with gap supports; also, the numerical prediction of interfacial forces in the mechanical contact of fuel rods with gap supports is studied. The Newmark integration method requires the current status of the contact force, but the contact force is not given a priori. Taylor's expansion can be used to predict the unknown contact force; therefore, it should be guaranteed that the first derivative of the contact force is continuous. This work proposes a continuous and differentiable contact force model with the ability to estimate the current state of the contact force. An approximated convex and differentiable potential function for the contact force is described, and a variational formulation is also provided. A numerical example that considers the particularly stiff supports has been studied, and a fuel rod with hardening supports was also examined for a realistic simulation. An approximated proper solution can be obtained using the results, and abrupt changes from the contacting state to non-contacting state, or vice versa, can be relieved. It can also be seen that not only the external force but also the developed contact force affects the response.

• Proceedings of the Korean Institute of Electrical and Electronic Material Engineers Conference
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• 2004.11a
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• pp.632-635
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• 2004

The purpose of this paper is to investigate the effect of arc current and contact velocity on the erosion of silver-based contact materials to be used in low voltage circuit breakers. The opening velocity during breaking, which is constant, ranges between 2m/s to 6m/s in the 415V $25kA_{rms}$. Contact erosion is evaluated by measuring the mass change of the cathode and anode. The results show that the increase in opening velocity from 2m/s to 6m/s leads to a decrease in the contact erosion. It is shown that the material transfer from one electrode to another depends on the transfer charge and the opening velocity of the contacts. The contact pairs of AgWC/AgCdO are superior to $AgWC/AgSnO_2In_2O_3$ or AgWC/AgC contact pairs in the contact erosion.

• Asia pacific journal of information systems
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• v.15 no.4
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• pp.61-87
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• 2005

This paper has two primary objectives: (1) to propose a comprehensive theoretical model that incorporates valuable insights from two complementary streams of research, and (2) to empirically test the model that explain the task-media fit and satisfaction of customer contact center users. The comprehensive model was tested using LISREL analysis on the sample of 232 users who have experience with the customer contact center. The model was supported in customer contact center context, accounting for 29% of the variance in the task-media fit, 53% of the variance in the perceived ease of use, 61% of the variance in the perceived usefulness, and 52% of the variance in the user satisfaction. The results showed that the task-media fit, the perceived ease of use, and the perceived usefulness play a significant role in influencing the user satisfaction of the customer contact center. In addition, task analyzability, media richness, media interactivity, and self-efficacy were found to influence the task-media fit. The paper concludes with discussions and implications for researchers and practitioners.