• Title/Summary/Keyword: call centers

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A Method of Automated Quality Evaluation for Voice-Based Consultation (음성 기반 상담의 품질 평가를 위한 자동화 기법)

  • Lee, Keonsoo;Kim, Jung-Yeon
    • Journal of Internet Computing and Services
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    • v.22 no.2
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    • pp.69-75
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    • 2021
  • In a contact-free society, online services are becoming more important than classic offline services. At the same time, the role of a contact center, which executes customer relation management (CRM), is increasingly essential. For supporting the CRM tasks and their effectiveness, techniques of process automation need to be applied. Quality assurance (QA) is one of the time and resource consuming, and typical processes that are suitable for automation. In this paper, a method of automatic quality evaluation for voice based consultations is proposed. Firstly, the speech in consultations is transformed into a text by speech recognition. Then quantitative evaluation based on the QA metrics, including checking the elements in opening and closing mention, the existence of asking the mandatory information, the attitude of listening and speaking, is executed. 92.7% of the automated evaluations are the same to the result done by human experts. It was found that the non matching cases of the automated evaluations were mainly caused from the mistranslated Speech-to-Text (STT) result. With the confidence of STT result, this proposed method can be employed for enhancing the efficiency of QA process in contact centers.

Social Wasp Diversity and Wasp Nest Removal Trends on Ulleungdo Island, South Korea

  • Jaehee Kim;Il-Kwon Kim;Ohseok Kwon;Moon Bo Choi
    • Proceedings of the National Institute of Ecology of the Republic of Korea
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    • v.4 no.4
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    • pp.146-153
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    • 2023
  • This study aimed to conduct a comprehensive survey of social wasp diversity and its impacts on remote Ulleungdo Island, South Korea. A total of 12 wasp traps were placed across the island, and specimens were collected monthly from May to October. Additional collection was conducted by thoroughly inspecting the areas surrounding the traps. The traps yielded a total of 5,068 individuals, representing two genera and two species. A total of 3,961 Vespa simillima simillima Smith individuals (78.2%) were collected, and 1,107 individuals (21.8%) were identified as Vespula flaviceps flaviceps Smith. Additionally, five individuals of Polistes snelleni de Saussure were collected through sweeping, bringing the total to 5,132 individuals of three genera and three species. It is worth noting that our findings indicate potential misidentifications in the species list of Vespidae found in the literature. Emergency services call centers reported the removal of 60 social wasp nests on Ulleungdo Island between 2018 and 2022, with the highest number of reports occurring from July to September, accounting for 87% of all cases. Dodong-ri and Jeodong-ri, with the highest populations, reported the most incidents, although fortunately, there have been no recent injuries. Past incidents involving the destruction of dried squid products by Vespula species have resulted in significant economic losses, underscoring the need for preventative measures. Furthermore, ongoing surveillance of hornet invasions is essential to safeguard the Jangwon bees being reared on Ulleungdo Island.

A Study on the Effects of Emotional Labor on Counterproductive Work Behavior via Burnout (감정노동이 직무소진을 매개로 반생산적과업행동에 미치는 영향에 관한 연구)

  • Kang, Mi-Young;Han, Na-Young;Bae, Sang-Wook
    • Management & Information Systems Review
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    • v.36 no.1
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    • pp.309-327
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    • 2017
  • Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

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Mediating effect of burnout between work-family conflict and organizational citizenship behavior and the moderating effect of Proactive Personality (일-가정 갈등과 조직시민행동간 직무소진의 매개효과와 주도적 성격의 조절효과)

  • Han, Jin-Hwan
    • Journal of Digital Convergence
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    • v.18 no.9
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    • pp.113-124
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    • 2020
  • The aim of this study is to examine the effect of the work-family conflict on the organizational citizenship behavior, to examine the mediating effect of burnout in that relation and to verify the moderating effect of proactive personality between burnout by work-family conflict and organizational citizenship behavior. For study samples, total 331 copies were collected from the members of hospitals and call centers in Daejeon, Sejong and Chungcheongnam-do and Chungcheongbuk-do. The results are as follows: firstly, it was found that, Work Interference with Family(WIF) had negative (-) effect on the organizational citizenship behavior. And, Family Interference with Work(FIW) had negative (-) effect on the organizational citizenship behavior. Secondly, there was a mediating effect of burnout between Work Interference with Family(WIF) and organizational citizenship behavior. And, there was no mediating effect of burnout between Family Interference with Work(FIW) and organizational citizenship behavior. Thirdly, proactive personality had a moderating effect between burnout due to work-family conflict and the organizational citizenship behavior. It proved that the relation between burnout due to work-family conflict and the organizational citizenship behavior through proactive personality of members concerning the negative effect of burnout caused by the work-family conflict at the workplace can be reduced by the proactive personality. It is significant in that this study proved the necessity of proactive personality of members in the work-family conflict. Therefore, more diverse personal characteristics should be considered as control variables in the future.

The effect of transformational leadership recognized by members of the telemarketing organization on organizational performance-centered on the moderating effect of followership (텔레마케팅 조직구성원이 인식한 변혁적 리더십이 조직성과에 미치는 영향-팔로워십의 조절효과를 중심으로)

  • JiHyun Shim
    • Journal of Service Research and Studies
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    • v.12 no.3
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    • pp.45-59
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    • 2022
  • This study attempted to investigate how the transformational leadership perceived by flowers of telemarketing organizations. In particular, this study explored the moderating effect of followership in the relationship between transformational leadership and organizational performance. To verify the research model, 321 surveys collected from 10 domestic call centers were analyzed. Reliability, correlation, factor analysis, and hierarchical regression analysis were performed, and as a result of the analysis, it was found that the transformational leadership in the telemarketing organizations had a positive effect on organizational performance. In addition, it was confirmed that goal consistency, proactive participation, critical thinking, and team spirit, which are the four sub-variables of followership, all have a positive (+) effect on organizational performance, and both goal consistency and proactive participation moderate the relationship between transformational leadership and organizational performance. Considering the special working environment of telemarketing organizations, the results of this study suggest the need for a corporate educational role to increase transformational leadership and followership and the need to build environments by setting up an atmosphere for members to exercise follow-up, and opening up communication structures for members to follow.

Autobiographical Writing for Faith Education of the Elderly (노년기 신앙교육을 위한 자전적 글쓰기)

  • Hyang-Sook Park
    • Journal of Christian Education in Korea
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    • v.76
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    • pp.73-93
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    • 2023
  • Purpose of study: The purpose of this study is to propose an autobiographical writing as an alternative Christian education for the elderly. Research Contents and Methods : First, after analyzing the previous studies on Christian education for the elderly, it was found that most of the studies suggest the need for integrated Christian elderly education and church elderly ministry, and there is a need for a study that suggests a curriculum that can be implemented in the field. Second, there are two educational objectives derived from Fowler's study of faith. One is to describe, analyze, and reconstruct the three elements that make up the content of faith: centers of value, image of powers, and central stories. Second, to explore vocation through a life of pilgrimage in response to the call to partnership with God. Third, autobiographical writing involves an approach based on the tradition of qualitative research and should be oriented toward teaching and learning principles based on descriptive, native, holistic, lived-experience, pathic, interpretive, and open-ended principles. Conclusions and Recommendations: Autobiographical writing will contribute to helping the elderly experiencing crises of despair and anxiety to integrate the meaning of their lives through the holistic expression of their thoughts and feelings, to helping socially isolated older adults to feel connected to society, and to helping them to envision and imagine the future through the present act of revealing their voice. It is hoped that autobiographical writing will increase the number of conversations through retrospection and confession of faith of the elderly.

Problems in the field of maternal and child health care and its improvement in rural Korea (우리나라 농촌(農村)의 모자보건(母子保健)의 문제점(問題點)과 개선방안(改善方案))

  • Lee, Sung-Kwan
    • Journal of agricultural medicine and community health
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    • v.1 no.1
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    • pp.29-36
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    • 1976
  • Introduction Recently, changes in the patterns and concepts of maternity care, in both developing and developed countries have been accelerating. An outstanding development in this field is the number of deliveries taking place in hospitals or maternity centers. In Korea, however, more than 90% of deliveries are carried out at home with the help of untrained relatives or even without helpers. It is estimated that less than 10% of deliveries are assisted by professional persons such as a physician or a midwife. Taking into account the shortage of professional person i11 rural Korea, it is difficult to expect widespread prenatal, postnatal, and delivery care by professional persons in the near future, It is unrealistic, therefore, to expect rapid development of MCH care by professional persons in rural Korea due to economic and sociological reasons. Given these conditions. it is reasonable that an educated village women could used as a "maternity aid", serving simple and technically easy roles in the MCH field, if we could give such a women incentive to do so. The midwife and physician are assigned difficult problems in the MCH field which could not be solved by the village worker. However, with the application of the village worker system, we could expect to improve maternal and child hoalth through the replacement of untrained relatives as birth attendants with educated and trained maternity aides. We hope that this system will be a way of improving MCH care, which is only one part of the general health services offered at the local health centre level. Problems of MCH in rural Korea The field of MCH is not only the weakest point in the medical field in our country hut it has also dropped behind other developing countries. Regarding the knowledge about pregnancy and delivery, a large proportion of our respondents reported having only a little knowledge, while 29% reported that they had "sufficient" knowledge. The average number of pregnancies among women residing in rural areas was 4.3 while the rate of women with 5 or more pregnancies among general women and women who terminated childbearing were 43 and 80% respectively. The rate of unwanted pregnancy among general women was 19.7%. The total rate for complications during pregnancy was 15.4%, toxemia being the major complication. The rate of pregnant women with chronic disease was 7%. Regarding the interval of pregnancy, the rates of pregnancy within 12 months and within 36 months after last delivery were 9 and 49% respectively. Induced abortion has been increasing in rural areas, being as high as 30-50% in some locations. The maternal death rate was shown 10 times higher than in developed countries (35/10,000 live births). Prenatal care Most women had no consultation with a physician during the prenatal period. Of those women who did have prenatal care, the majority (63%) received such care only 1 or 2 times throughout the entire period of pregnancy. Also, in 80% of these women the first visit Game after 4 months of gestation. Delivery conditions This field is lagging behind other public health problems in our country. Namely, more than 95% of the women deliveried their baby at home, and delivery attendance by a professional person occurred only 11% of the time. Attendance rate by laymen was 78% while those receiving no care at all was 16%. For instruments used to cut the umbilical corn, sterilized scissors were used by 19%, non-sterilized scissors by 63% and 16% used sickles. Regarding delivery sheets, the rate of use of clean sheets was only 10%, unclean sheets, vinyl and papers 72%, and without sheets, 18%. The main reason for not using a hospital as a place of delivery was that the women felt they did not need it as they had previously experience easy deliveries outside hospitals. Difficult delivery composed about 5% of the total. Child health The main food for infants (95%) was breast milk. Regarding weaning time, the rates within one year, up to one and half, two, three and more than three years were 28,43,60,81 and 91% respectively, and even after the next pregnancy still continued lactation. The vaccination of children is the only service for child health in rural Korea. As shown in the Table, the rates of all kinds of vaccination were very low and insufficient. Infant death rate was 42 per 1,000 live births. Most of the deaths were caused by preventable diseases. Death of infants within the neonatal period was 83% meaning that deaths from communicable diseases decreased remarkably after that time. Infant deaths which occurred without medical care was 52%. Methods of improvement in the MCH field 1. Through the activities of village health workers (VHW) to detect pregnant women by home visiting and. after registration. visiting once a month to observe any abnormalities in pregnant women. If they find warning signs of abnormalities. they refer them to the public health nurse or midwife. Sterilized delivery kits were distributed to the expected mother 2 weeks prior to expected date of delivery by the VHW. If a delivery was expected to be difficult, then the VHW took the mother to a physician or call a physician to help after birth, the VHW visits the mother and baby to confirm health and to recommend the baby be given proper vaccination. 2. Through the midwife or public health nurse (aid nurse) Examination of pregnant women who are referred by the VHW to confirm abnormalities and to treat them. If the midwife or aid nurse could not solve the problems, they refer the pregnant women to the OB-GY specialist. The midwife and PHN will attend in the cases of normal deliveries and they help in the birth. The PHN will conduct vaccination for all infants and children under 5, years old. 3. The Physician will help only in those cases referred to him by the PHN or VHW. However, the physician should examine all pregnant women at least three times during their pregnancy. First, the physician will identify the pregnancy and conduct general physical examination to confirm any chronic disease that might disturb the continuity of the pregnancy. Second, if the pregnant woman shows any abnormalities the physician must examine and treat. Third, at 9 or 10 months of gestation (after sitting of the baby) the physician should examine the position of the fetus and measure the pelvis to recommend institutional delivery of those who are expected to have a difficult delivery. And of course. the medical care of both the mother and the infants are responsible of the physician. Overall, large areas of the field of MCH would be served by the VHW, PHN, or midwife so the physician is needed only as a parttime worker.

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