• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2001년도 춘계정기학술대회
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• pp.243-252
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• 2001

Recently, as most companies recognize the importance of the customer relationship management, they strongly believe that they must know who their customers are. The job of a customer is very important information for us to understand the customer. However, since most customers are reluctant to reveal themselves, they do not let us know their jobs, and even provide false information about their jobs. The target domain of our research is mobile telecommunication. In this research, we developed a system that identifies the customer's job by utilizing the Call Detailed Record. From the Call Detailed Record, we extracted such variables as 'Average Monthly Payment'and 'Age of the Customer'and so forth. Moreover, we generated many summary variables and derived variables such as 'Number of Calls during Work Hours in Weekday', and 'Ratio of Calls from other Mobile Telephone'. Using artificial neural networks, we developed a two-step Job Identification System. In the first step, it identifies the four job classes then in the second step, it subdivides these four job classes into seven jobs. The accuracy of identifying the seven jobs was 69.1%.

• 한국산업보건학회지
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• 제29권4호
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• pp.603-609
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• 2019

Objectives: This case report aims to contribute to the enhancement of training quality for occupational accident prevention by conducting surveys on customers' satisfaction with the training course management by the Occupational Safety and Health Training Institute (OSHTI) of KOSHA. Methods: Surveys were conducted through phone calls, customer service documents, and questionnaires from January 1, 2018 to December 31, 2018. Results: The surveys showed an answer rate of 97.36% and handling rate of 97.47% in 2018, an increase of 1.15% compared to 2017. The number of monthly inbound calls in 2018 was 5,902, rising 0.10% year-on-year, and the average inbound calls per day in 2018 was 289, a decline from 291 the year before. The number of provisions of customer service in 2018 was 68,952, increasing 1.89% year-on-year. The number of inquiries on the training curriculum was 58,744 in 2018, an increase of 3.98% compared to the 56,498 recorded in 2017. Inquiries on job training centers were the most common, numbering 27,114 (39.32%), followed by e-learning 18,470 (26.79%) and expert courses 13,160 (19.09%). Of the 149 answers to the customer service survey, 'Nothing to complain about' accounted for 86 (56.72%) and 'Diversifying training time and programs' numbered 22 (14.77%). Conclusions: Customer satisfaction in 2018 increased compared to that in 2017. However, there is a need to reflect the demands of customers for diversifying training time and programs, offer practice-centered training, and collect opinions on providing information in order to maintain high quality training course management.

• International Journal of Costume and Fashion
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• 제10권2호
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• pp.73-88
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• 2010

Study aims to identify customer equity drivers and their relative importance, to represent customer lifetime value (CLV) distribution, and to investigate the effect of customer equity drivers and demographics on CLV when shopping apparels at the four big department stores in Seoul. Recently, Korean department stores marked significant decrease in sales volume and it calls for more focus on customer orientation. Customer equity is a managerial concept which considers customers as a valuable asset for business success. Sustainable competitive advantage is attainable when customer equity drivers and CLV are measured, managed and enhanced. results identified four dimensions of customer equity drivers such as 'retail brand equity: 'relationship equity', 'retail service equity', and 'price value equity'. Among them, 'relationship equity' was proved to be the most influencing factor on the customer's store patronage intention. The CLV distribution represented unique characteristics of each department store. The level of CLV depended on such demographics as age and income. Marital status influenced the relationship between perceived customer equity drivers and CLV. It also analyzed competitive structure of the four big department stores in Seoul and offered managerial suggestions. This study provided conceptual framework for the future study of customer equity related to apparel shopping at the department stores as well as managerial implications.

• 농촌지도와개발
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• 제18권4호
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• pp.709-728
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• 2011

It might be considered as difficult process to apply current researching technology to the fields of agriculture. Before the 80's, distributing brochures and pamphlet and direct visits to farmers were the only means used for research. But as society evolved, so did the methods. Media began to its place in the process. This study's main objective was to identify how farmers solve the problem on farming itself and also on how they improve customer-satisfaction. The Service Consultation Center of Rural Development Administration totaled up 19,666 cases of farmers's inquiries on 2010 by internet surveys, phone-calls and by post. Customer satisfaction scored highest on horticulture (39.5%), being followed by rice(23.2%) and other crops.

• 지능정보연구
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• 제16권3호
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• pp.99-120
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• 2010

최근 고객들의 비대면 접점 서비스 이용도가 높아짐에 따라, 비대면 채널은 다양한 데이터의 분석을 통해 고객 만족도를 향상시킬 수 있는 유용한 창구로 인식되고 있다. 이러한 비대면 채널의 대표적 영역으로 콜센터를 들 수 있으며, 콜센터 운영에서 고객 만족도에 가장 큰 영향을 미치는 요소는 상담 인력의 규모인 것으로 알려져 있다. 즉, 일정수준 이상의 고객 만족도를 유지하기 위해서는 충분한 상담 인력을 확보하는 것이 관건이지만, 불필요하게 많은 인력을 확보하는 것은 인건비 측면에서 비용의 낭비를 초래할 수 있다. 따라서 부족하지도 않고 넘치지도 않을 정도의 적정 인력을 산출하는 능력은 콜센터 운영의 핵심 경쟁력으로 인식되고 있으며, 최근 콜센터에서는 적정 인력의 규모를 예측하기 위해 WFM(Work Force Management) 업무 전담 부서를 설치하고 콜량을 정확하게 예측하기 위한 노력을 기울이고 있다. 콜량 예측을 위해 현업에서 주로 사용되는 방법은 담당자의 직관에 의존하는 방법으로, 일정기간의 콜량 평균을 담당자가 주관적 판단에 의해 보정함으로써 이루어진다. 하지만 이러한 방식은 담당자의 주관적 성향에 크게 좌우된다는 한계를 갖고 있어서, 최근에는 다양한 예측 모형을 시스템화한 WFMS(Workforce Management System) 패키지가 널리 활용되고 있다. 하지만 이 시스템은 초기 도입 시 매우 고가의 구축비용이 발생하며, 신규 요인 발굴 시 이를 즉각적으로 시스템에 반영하기 어렵다는 한계점을 갖고 있다. 이를 극복하기 위해 본 연구에서는 데이터 마이닝의 대화식 의사결정나무 기법을 이용함으로써, 객관적이면서도 업무 배경 지식을 충분히 활용할 수 있는 예측 모형을 수립하고자 한다. 또한, 본 연구에서 수립한 모형의 정확성 평가를 위해, 국내 최대 규모의 한 자동차 보험사 콜센터의 4년 8개월 간의 실 데이터를 사용한 실험을 수행하고 그 결과를 제시하였다. 실험에서는 기존의 WFMS와 본 연구에서 제안하는 두 가지 모형인 대화식 의사결정나무 기반의 예측 모형, 일반 의사결정나무 기반의 예측 모형의 세 가지 모형에 대해, 다양한 오차 허용범위 하에서의 사고콜 및 고장콜에 대한 예측 적중률을 평가하였다.

• 아태비즈니스연구
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• 제14권4호
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• pp.289-303
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• 2023

Purpose - The purpose of this study is to investigate the types and forms of various marketing activities actually used in pharmaceutical companies and to empirically analyze the impact of these marketing activities on sales. Design/methodology/approach - This study categorize five years' worth of marketing activity data from a foreign pharmaceutical company 'A' which operates in South Korea into five categories. Multiple regression analysis and interaction effects are employed for data analysis. Findings - First, CRM calls, Detail calls, GP, and Web events have a positive impact on sales, but SoV does not show significant differences. Second, in the comparison between HQ1 and HQ2 based on patent ownership, Detail calls and Web events had a stronger impact on sales in HQ2, where the patent period is still in effect, compared to HQ1. However, SoV showed no difference between HQ1 and HQ2. Research implications or Originality - First, Detail Calls are more effective for drugs with active patents, while CRM Calls work better for drugs with expired patents. This emphasizes the need to customize call strategies based on patent status. Second, the significant impact of Web Events on sales in HQ2 compared to HQ1 suggests that online information access is crucial, indicating that customer receptivity varies based on product nature. Third, these insights, derived from data analysis, call for a shift in pharmaceutical marketing analysis methods away from traditional approaches. Finally, this study holds significance as one of the first empirical analyses using actual marketing data from pharmaceutical companies in South Korea.

• 지능정보연구
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• 제4권1호
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• pp.115-131
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• 1998

Customer service process is one of the most important processes in today's competitive business environment. Among the various activities of customer service process, equipment malfunction diagnosis activity should be performed fast and accurately. When a customer calls the service center and reports the observed symptoms, he/she describes them in layman's terms. Therefore, the customer-reported symptoms have not been considered helpful information for service representatives. However, in order to perform diagnosis activity fast and accurately, we need to make use of the customer-reported symptoms actively. In this research, we developed three systems called R-EMD (Rule-based Equipment Malfunction Diagnostic system), C-EMD (Case-based Equipment Malfunction Diagnostic system) and R&C-EMD (Rule & Case-based Equipment Malfunction Diagnostic system), each of which diagnoses equipment malfunctions using the customer-reported symptoms. R&C-EMD is a hybrid system that utilizes both rule-based and case-based technologies. The diagnosis rules used in R&C-EMD and R-EMD were not acquired from service manuals or interviews with service representatives. Rater, we extracted them directly from the past diagnosis cases based on symptoms' frequencies. By this way, we were able to overcome the knowledge acquisition bottleneck. Using the real 100 malfunction diagnosis cases, we evaluated the performances of R&C-EMC, R-EMD and C-EMD in terms of speed and accuracy. In diagnosis time, R&C-EMD took longer than R-EMD and shorter than C-EMD. However, R&C-EMC was the best in accuracy.

• 한국시뮬레이션학회논문지
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• 제27권2호
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• pp.91-100
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• 2018

기업의 고객 접점으로 중요한 역할을 하는 콜센터는 최근 고객 접근성과 편의성을 향상하기 위해서 전화 외에 다양한 접근채널을 지원하는 옴니채널 컨택센터로 변화하고 있다. 다양한 채널을 지원하는 옴니채널 컨택센터는 채널별로 상담사를 운영하고 있다. 상담사 배치에 따라 채널별 응대율, 대기시간과 같은 옴니채널 컨택센터의 성과가 결정되기 때문에 채널별 상담사 배치는 중요하다. 기존 전화 콜센터의 경우 전화 상담의 특성에 맞게 상담사를 배치하면 되었으나, 채널의 종류가 다양해지고 서로 다른 성격을 가진 채널들을 동시에 처리해야 하는 옴니채널 컨택센터의 경우 전화 상담을 기반으로 한 기존의 상담사 배치 전략만으로는 효과적인 상담사 운영이 어렵다. 이에 본 연구는 전화 외에 이메일, 채팅, 영상상담을 수용하는 옴니채널 컨택센터를 시뮬레이션하기 위한 모델을 개발하고, 시뮬레이션을 통해 상담원 배치 최적화 방안에 대해 연구하였다.

• 한국유통학회지:유통연구
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• 제9권2호
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• pp.29-43
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• 2004

본 연구에서는 다채널 전략의 의의를 고객관계관리 측면에서 분석하였다. 다채널의 도입으로 기존 고객의 구매빈도와 구매금액, 그리고 구매수량이 유의적으로 증가하였는지를 실증 분석한 결과 구매빈도와 구매금액, 구매수량 모두 유의적으로 증가한 것을 확인하였다. 이러한 결과는 다채널 전략이 고객의 생애가치 (customer lifetime value)를 높이는데 기여했음 것을 시사하고 있다. 다만, 다채널의 도입에도 불구하고 단일채널을 고집하는 고객이 여전히 많은 상황에서 이들이 다채널을 사용하도록 유도하는 전략이 주요 과제로 지적되었다.

• 품질경영학회지
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• 제22권2호
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• pp.79-88
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• 1994

Delay has influenced customer satisfaction while using a telephone. It has been ranked second after transmission impairments in annoyance to customers. Therefore, it is important to analyze its behavior not only to increase the quality of service for the customers, but to provide its information to network planners and administrators and to designers of equipment and systems. In this paper, we consider a log-normal model as a candidate for describing the statistical behavior of the post dialling delay, i.e., the time to connect a call to the telephone network after dialling. Based on the real data, the log-normalness of the post dialling delays are convinced for the long distance calls, but not supported for the local calls. Uses of graphical plotting paper and statistical test of fit art discussed.