• Knowledge Management Research
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• v.23 no.4
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• pp.21-41
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• 2022

With the development of AI and digital technologies such as big data, metaverse, and the Internet of Things, Robotic Process Automation (RPA) has brought great development and change to companies. Among these realistic industrial areas by RPA, the call center service area, which consists of a combination of complex high-tech systems and professional operation groups, has now reached the stage where AI is conducting counseling. The evolution of this digital transformation has become an important direction of change in the digital-related industry sector. Along with these changes, there have been many changes in the technical stress of the members of the organization within the RPA organization and their solutions. In this study, the representative psychological mechanisms were presented as Digital Shadow Work (DSW), expressed as 'unpaid work', and Organizational Citizenship Behavior (OCB), which is 'an act that helps organizations other than their duties'. This study theoretically contributes to the extension of the DSW concept to the organizational members.

• Industry Promotion Research
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• v.9 no.2
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• pp.1-12
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• 2024

This study examines the role of Environment, Social, and Governance (ESG) activity recognition on job satisfaction, prosocial activities, and job performance among customer representatives working in call center environments. After gathering data from 264 call center workers in major South Korean insurance companies, the analysis w as performed using SmartPLS 4.0. This study's findings reveal that employee recognition of ESG activities significantly enhanced job satisfaction. The impact of ESG activity recognition on prosocial behavior was positive but relatively weak. Job satisfaction influences both prosocial behavior and the job performance of employees. Finally, prosocial behavior positively influences job performance. The most significant finding is that employees' recognition of companies' ESG management practices serves as a job resource. This recognition enhances employees' attitudes, behavior, and performance, signaling the potential benefits of informing employees about corporations' ethical behaviors.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.78-92
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• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.

• Journal of Communications and Networks
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• v.10 no.1
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• pp.38-43
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• 2008

In this paper, adaptive channel borrowing approach fuzzy neural networks for load balancing (ACB-FNN) is presented to maximized the number of served calls and the depending on asymmetries traffic load problem. In a wireless network, the call's arrival rate, the call duration and the communication overhead between the base station and the mobile switch center are vague and uncertain. A new load balancing algorithm with cell involved negotiation is also presented in this paper. The ACB-FNN exhibits better learning abilities, optimization abilities, robustness, and fault-tolerant capability thus yielding better performance compared with other algorithms. It aims to efficiently satisfy their diverse quality-of-service (QoS) requirements. The results show that our algorithm has lower blocking rate, lower dropping rate, less update overhead, and shorter channel acquisition delay than previous methods.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.7 no.10
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• pp.2376-2394
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• 2013

In order to ensure both of the whole system capacity and users QoS requirements in heterogeneous wireless networks, admission control mechanism should be well designed. In this paper, Multi-agent Q-learning based Admission Control Mechanism (MQACM) is proposed to handle new and handoff call access problems appropriately. MQACM obtains the optimal decision policy by using an improved form of single-agent Q-learning method, Multi-agent Q-learning (MQ) method. MQ method is creatively introduced to solve the admission control problem in heterogeneous wireless networks in this paper. In addition, different priorities are allocated to multiple services aiming to make MQACM perform even well in congested network scenarios. It can be observed from both analysis and simulation results that our proposed method not only outperforms existing schemes with enhanced call blocking probability and handoff dropping probability performance, but also has better network universality and stability than other schemes.

• 한국정보통신설비학회:학술대회논문집
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• 2002.08a
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• pp.233-237
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• 2002

차세대 지능망은 지능망서비스교환기(SSP:Service Switching Point), 지능망서비스제어 시스템(SCP:Service Control Point), 지능형정보제공 시스템(IP:Intelligent Peripheral)간의 시스템 연동으로 구성되며, 각 망 요소들은 지능망 서비스를 제공하기 위한 필요 기능들을 지원한다, 현재 KT는 ITU-TCS(Capability Set)-1 기반의 지능망 서비스를 제공하고 있으나 다양한 종류 즉, 회의통화 서비스나 선불카드 서비스에서 다자간의 호연결 기능 등이 요구될 때 그 한계점을 갖는다. CS-2 기반의 지능망으로 발전하면서 SSP는 CPH(Call Party Handling) 기능이 추가된다. CPH는 하나의 호에 대해 다자간 호를 관리할 수 있는 능력을 말한다. 이런 CPH 기능을 제공할 수 있어 CS-2 기반으로 발전된 차세대 지능망은 더욱 다양한 서비스를 고객에게 제공할 수 있게 된다. 본 논문은 CS-2 기반의 차세대 지능망 서비스의 기능에 대해 분석하고 분석된 결과를 확인하기 위한 메시지 흐름을 도식화 하였다. 또한 회의통화서비스를 분석된 지능망 기능을 적용하여 설명하였다.

• Journal of KIISE:Computing Practices and Letters
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• v.13 no.7
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• pp.520-533
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• 2007

The CRM(Customer Relationship Management) is the business strategy model for higher profits and competitive power of the enterprise in a new business environment. The large-scale customer response service technique uses internet, e-mail, SMS (Short Message Service), Telephony service, DM(Direct Mail) by customer channel point. Recently, business model diversify for new contract and retaining existing customer to the effort for a profitable model of business. This paper is based on Avaya PDS(Predictive Dialing System) model for CRM bond center. If the number of "available" agents are less than the number of inbound channels, then there may be real-time response problems in PDS system implemented. The Organization cannot afford to have many agents in available mode because of the high cost of manpower. This paper provides two contributions to the study. First, we present Call Object Management Mechanism of Customer Channel integration for reduce outbound consulting and reduce CallBack data in the PDS. Second, we design and implement the proposed system. Our simulation results show analysis of old model and proposed model. The proposed model can be efficiently used in Large-scale CRM.

• The Journal of Society for e-Business Studies
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• v.18 no.2
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• pp.257-277
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• 2013

Those studies in the field of Management Information Systems and the Success Model of the DeLone and McLean's Information Systems suggest that some factors related to information systems should be developed and operated to affect the performance of the user's personal and companies through the introduction and use of corporate information systems. The purpose of this study is put on searching for some factors which impact on user satisfaction about the customer information management systems of call center. We did conduct on a survey of 539 people who are working as a call center counseling employees as setting up a structural equation model which reflects previous research on working environment and job satisfaction, and modified DeLone and McLean's information system success model. The results of this study are as follows. First, seven of the eleven hypotheses that three quality of the information systems might be affecting working environment, job satisfaction, user satisfaction were adopted Second, we confirmed that the working environment works as a the partial mediation and the quality of services works as a fully mediation between system/information quality and users' satisfaction. The implications of this study are that it is necessary not only to make a good working environment but also to keep improving it in order to boost the operational performance of information systems in the future.

• Journal of Information Technology Applications and Management
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• v.10 no.4
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• pp.51-63
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• 2003

This study designs and implements a new approach to the classification of e-mail requests from customer based on machine learning techniques. The work on building an electronic mall classifier can be cast into the framework of text classification, since an e-mail is a viewed as a document, and judgement of interest is viewed as a class level given to the e-mail document. It is also implemented an e-mall based automated response system that integrate with Call Center in a practical use.

• Asia pacific journal of information systems
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• v.31 no.4
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• pp.491-526
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• 2021

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers - the number of reviews is multiple orders of magnitude lower than passenger volumes - and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.