• Journal of Digital Convergence
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• v.11 no.7
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• pp.97-110
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• 2013

The research analyzed how coaching leadership affects on job satisfaction of telemarketer and it focused on the Telemarketing filed. This study purposes to create the favorable approach on the job satisfaction and which will reduce turnover rate by examining interrelationship between employees and leaders. The result indicated that coaching leadership was partially associated with job satisfaction of telemarketer. Leaders need to motivate employees to achieve their goals with periodic confirmation process. Another role is that spending time with employees to break down the interpersonal barriers and lead to open communication to develop their potential ability by identifying specific guide lines and plan for achieving improvement goals. As a leader, to maintain neutrality, it is important to adjust goals to attain and needs the full confidence on employees. In addition, investment in training can help employees to gain relevant information and give them opportunities to learn.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.14 no.4
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• pp.1400-1418
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• 2020

In the development of commercial promotion, chatbot is known as one of significant skill by application of natural language processing (NLP). Conventional design methods are using bag-of-words model (BOW) alone based on Google database and other online corpus. For one thing, in the bag-of-words model, the vectors are Irrelevant to one another. Even though this method is friendly to discrete features, it is not conducive to the machine to understand continuous statements due to the loss of the connection between words in the encoded word vector. For other thing, existing methods are used to test in state-of-the-art online corpus but it is hard to apply in real applications such as telemarketing data. In this paper, we propose an improved chatbot design way using hybrid bag-of-words model and skip-gram model based on the real telemarketing data. Specifically, we first collect the real data in the telemarketing field and perform data cleaning and data classification on the constructed corpus. Second, the word representation is adopted hybrid bag-of-words model and skip-gram model. The skip-gram model maps synonyms in the vicinity of vector space. The correlation between words is expressed, so the amount of information contained in the word vector is increased, making up for the shortcomings caused by using bag-of-words model alone. Third, we use the term frequency-inverse document frequency (TF-IDF) weighting method to improve the weight of key words, then output the final word expression. At last, the answer is produced using hybrid retrieval model and generate model. The retrieval model can accurately answer questions in the field. The generate model can supplement the question of answering the open domain, in which the answer to the final reply is completed by long-short term memory (LSTM) training and prediction. Experimental results show which the hybrid word vector expression model can improve the accuracy of the response and the whole system can communicate with humans.

• The Journal of the Korea Contents Association
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• v.8 no.9
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• pp.242-250
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• 2008

The purpose of this study is to verifying the differences of the customer-orientation according to the business characteristics and the relations between customer-orientation and employees' satisfaction focused on the two groups of the service business. The results of the analysis are as followings : The customer-orientation of two groups are very similar to each other because of the job characteristics of the telemarketers. And only the difference of the real customer-orientation factors is significant on the relations between customer-orientation and employees' satisfaction. The results of the analysis reveal that the controls and the efforts of the telemarketers on the real customer-orientation factors are necessary. This study is meaningful because it brings the practical importance of the telemarketing and expands the scope of the study connecting the importance of the customer-orientation theories.

• Journal of Distribution Research
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• v.6 no.1
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• pp.57-76
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• 2001

This study applies several concepts of customer orientation developed in 1980s and 1990s into the Korean telemarketing area. We in particular used two kinds of customer orientation - pure customer orientation and competitive customer orientation, and empirically analyzed the impact of customer orientation on the employee's satisfaction in terms of information, divers ity, completeness, salary). We surveyed 124 telemarketers in Korea.

• Journal of the Korea Computer Graphics Society
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• v.2 no.1
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• pp.86-92
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• 1996

Multimedia services through a network are getting more required according to the realization of B-ISDN construction globally. Business using the Internet will become popular, and so multimedia information systems including telemarketing systems will be developed competitively. VR (Virtual Reality) will help such systems make more realistic and valuable. ln this paper, we present an interactive VR authoring tool and a client/server based multimedia information service system. The VR authoring tool serves an interface with the system when developing its applications.

• Health Policy and Management
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• v.30 no.2
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• pp.139-141
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• 2020

Coronavirus disease 2019 (COVID-19) is currently in progress. Although it is difficult to predict the end of currently increasing COVID-19, it is expected to last for a long time. The COVID-19 is making a lot of changes. Due to physical distancing and living distancing, non-contacts such as wearing facial masks, online lectures, online medical services, telecommuting, and telemarketing are becoming common. In the era of post-COVID-19, online and offline will coexist. Many countries following China's lockdown strategy, which is agreed with the World Health Organization, should be changed to Taiwan's facial mask strategy for reducing the economic problems. The prolonging COVID-19 will add to the economic difficulties, and the US-China confrontation will be difficult to rebound the global economy. COVID-19, such as plaque, smallpox, and Spanish influenza, will be a historical momentum. How to respond to the crisis of COVID-19 and post-COVID-19 will determine the future of the world and Korea.

• Asia Marketing Journal
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• v.15 no.4
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• pp.213-222
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• 2014

MPC is a specialized CRM company providing one-stop service through contact centers and has built a No. 1 "MPC Brand" in the industry. Founded in 1991, MPC has expanded into CRM solutions and services by launching businesses with database marketing. On Dec. 12, 2005, MPC became listed as the first company in the CRM industry on KOSDAQ. Now, MPC reserves 2,932 seats nationwide. MPC provides inbound/outbound services through various channels, such as phone and e-mail, and analyzes operating results in various aspects to improve services and make suggestions. MPC offers specialized training based on analyses of customers' requirements. Also, MPC develops essential solutions for customer consulting and management. In this case, we describe how MPC succeeded in the Korean market and identify its key success factors. Also, we discuss the issues faced by contact centers and suggest solutions.

• The Journal of the Korea Contents Association
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• v.8 no.3
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• pp.107-116
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• 2008

This study was performed focusing on the telemarketers of the deluxe hotels in the five different areas as well as Seoul in order to find out the influence of the customer orientation of the telemarketers in the hotel membership operation on the telemarketers satisfaction. And the deferences of the customer orientation and the employee's satisfaction between the hotels in Seoul and in other areas were examined using the demographic characteristics as the background variables. According to this study, it reveals that the degree of the employee's satisfaction was high when their customer orientation was perceived as high. This study has a significance because it tried for the first time to research focusing on the telemarketers and to relate them to the customer orientation.

• Journal of the Korean Home Economics Association
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• v.43 no.7 s.209
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• pp.23-35
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• 2005

This study examined the consumer complaining behavior after purchasing functional health foods and investigated the variables which influence public and private consumer complaining behavior. The subjects of this study were 206 consumers who were dissatisfied after purchasing functional health foods. The survey was conducted during September. 15-October 6, 2003. Percentiles, frequencies, means, $X^2$ and logistic regression were utilized for data analysis with SPSS program. Major findings were as follows: 1 The groups reporting public complaining behavior were over college graduate, high income workers, professional and clerical workers(demographic variables). Purchasing related variable were high purchasing price, strategy of sales person and. ad, purchasing channel through door to door sales, telemarketing, multi level sales, and home shopping, purchasing purpose of weight control and cosmetic. 2. The groups reporting private complaining behavior were high school graduate, low income workers, housewives and the unemployed(demographic variables). Purchasing related variable were low purchasing price, the case of consumer need, purchasing in the shop, purchasing purpose of health restoration.

• The Journal of the Korea Contents Association
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• v.8 no.5
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• pp.192-206
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• 2008

With many changes such as the increase in telemarketing, internet marketing and enforcement of bancassurance, the Korean life insurance companies have undergone a startling transformation. The purpose of this paper is to measure and analyse the static/dynamic efficiency of Korean life insurance companies employing Data Envelopment Analysis(DEA). As the result of the static efficiency analysis, we provide CCR, BCC and scale efficiency, return to scale, and reference set of Korean life insurance companies in 2004. And we also describe about the trend and stability of their efficiency for 7 years(1998-2004) in the dynamic efficiency analysis.