• 품질경영학회지
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• 제37권2호
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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.

• 한국IT서비스학회지
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• 제8권1호
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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.

• 한국정밀공학회지
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• 제28권5호
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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.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2003년도 추계학술대회 논문집 전기물성,응용부문
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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.

• 한국섬유공학회:학술대회논문집
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• 한국섬유공학회 2003년도 The Korea-Japan Joint Symposium
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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.

• 한국전기전자재료학회:학술대회논문집
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• 한국전기전자재료학회 2003년도 추계학술대회 논문집 Vol.16
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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.

• 한국산학기술학회논문지
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• 제19권5호
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• pp.106-116
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• 2018

최근 기업의 대고객 비지니스에서 컨택센터의 역할은 대고객 접점으로서 점점 더 중요해지고 있다. 특히 IP기반의 컨택센터 시스템은 전화 외에 다양한 고객 채널을 수용하고 실시간 응대를 하기 위해 정보 시스템이 복잡하게 구성되어 있다. 하지만 지금까지 컨택센터를 위한 평가는 인바운드 컨택센터에 기반을 둔 고객 서비스 차원의 연구가 중심었다. 응대율, 서비스레벨과 같은 전통적인 고객만족도에 영향을 주는 지표들을 중심으로 컨택센터를 평가하고 성과 지표로 삼았다. 컨택센터가 가져야 하는 서비스의 특성과 이를 위한 정보 시스템에 대한 평가 모델에 대한 연구는 미흡하였다. TDM방식의 디지털 전화 시스템 중심에서 IP기반의 컨택센터로 변화된 최근의 컨택센터는 음성 전화외에 다양한 디지털 채널을 수용하면서 정보시스템의 역할이 중요해지고 있다. 특히 인터넷과 모바일의 발전으로 인해 지점이 줄어들면서 고객에 대한 비대면 대응이 중요해지면서 기업의 비즈니스에도 컨택센터는 많은 영향을 주고 있다. 이에 본 연구에서는 컨텍센터를 단순히 고객 서비스 측면 뿐 만 아니라 정보시스템 측면과 비즈니스측면에서 평가하기 위한 IP기반 컨택센터에 대한 평가 모델을 AHP기법을 이용하여 수립하고 이에 대한 실증 사례 적용을 통해 평가 모델을 검증한다. 특히 AHP 평가 항목의 객관성을 확보하기 위해 내용분석 기법을 활용하였다.

• Nuclear Engineering and Technology
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• 제43권5호
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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.

• 한국전기전자재료학회:학술대회논문집
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• 한국전기전자재료학회 2004년도 추계학술대회 논문집 Vol.17
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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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• 제15권4호
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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.