• Journal of Korean Society for Quality Management
• /
• v.37 no.2
• /
• pp.1-11
• /
• 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.

• BMB Reports
• /
• v.38 no.5
• /
• pp.533-538
• /
• 2005

The kinetics of thermal dissociation of superoxide dismutase (SOD) was studied in 0.05 M Tris-HCl buffer at pH 7.4 containing $10^{-4}\;M$ EDTA. The number of conformational locks and contact areas and amino acid residues of dimers of SOD were obtained by kinetic analysis and biochemical calculation. The cleavage bonds between dimers of SOD during thermal dissociation and type of interactions between specific amino acid residues were also simulated. Two identical contact areas between two subunits were identified. Cleavage of these contact areas resulted in dissociation of the subunits, with destruction of the active centers, and thus, lost of activity. It is suggested that the contact areas interact with active centers by conformational changes involving secondary structural elements.

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

• Journal of the Korea Society for Simulation
• /
• v.27 no.2
• /
• pp.91-100
• /
• 2018

Recently, the traditional call center, which has an important role as the customer's primary contact point, has been transformed into the omni-channel contact center which supports an additional variety of access channels in addition to phone calls in order to improve customer accessibility and convenience. The omni-channel contact center has agents on each channel which are vital in determining the response rate and waiting time for the customer. In traditional call centers, agents can be assigned to a call based on the characteristics of the call, however in omni-channel contact centers, the characteristics of issues vary and come in through multiple channels, each with their own characteristics, making it difficult to assign the appropriate agent for the issue. Customers must also be processed at the same time, adding an additional layer of complexity to the issue. This paper analyzes and simulates an omni-channel contact center that accommodates email, chat, voice calls and video consultation, and investigates how to optimize the allocation of agents.

• Child Health Nursing Research
• /
• v.18 no.3
• /
• pp.127-134
• /
• 2012

Purpose: This study was conducted to investigate health issues of children with disabilities attending daycare centers, and to identify the way of teachers' management on child health. Methods: A cross-sectional descriptive study design was performed with a convenience sampling of 127 teachers from 19 daycare centers for children with disabilities and 175 teachers from 17 general daycare centers. A survey questionnaire was used to collect data, and the data were analyzed using the SPSS 17.0 program. Results: For the last one month, about 90% of the teachers working in daycare centers for children with disabilities had to care for sick children. When a child is sick, 50% of the teachers tended to contact with the parents of the child. The majority of the teachers caring for sick children experienced difficulties with no one available to give expert health care advice. Conclusion: The results of the study indicate that there are many health issues in daycare centers for children with disabilities and therefore health professionals need to be available to the centers. Specifically, health management services and programs need to be developed and provided for children with disabilities.

• Proceedings of the Korean Society of Precision Engineering Conference
• /
• 2004.10a
• /
• pp.1398-1401
• /
• 2004

This paper proposes a new approach for the shape design of the rotating outer-ring type epicycloid plate gear by using instant velocity center. First, this method defines the instant velocity centers for rotating outer-ring type epicycloid plate gear and calculates the contact angles and the contact points by using the geometric relationships and the kinematic properties of the reducer. Second, it generates the full shape of the cycloidal plate gear. Finally, the paper develops CAD-program for construction of the design automation using the proposed method. This CAD-program is developed to have the functions of the friendly user interface and the simulation of the real operation for the cycloid reducer.

• Knowledge Management Research
• /
• v.20 no.3
• /
• pp.17-38
• /
• 2019

Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.5
• /
• pp.106-116
• /
• 2018

Recently, the role of the contact center for business-to-consumer (B2C) operations is becoming more and more important as the customer contact point. In particular, an Internet Protocol (IP)-based contact center system is made up of a complicated information system in order to accommodate various customer channels, in addition to the telephone, and to respond in real time. However, until now, evaluations of contact centers have focused on customer service-based research from inbound contact centers. We used the contact center as a measure of performance, focusing on indicators that have traditionally influenced customer satisfaction, such as response rates and service levels. There is insufficient research on the characteristics of the services that a contact center should have and on the evaluation models for information systems. The role of information systems is becoming important as the latest contact center, which has moved from the TDM-driven digital phone system center to the IP-based contact center, accommodates a variety of digital channels other than voice phones. In particular, as offline branches decrease due to the development of the Internet and mobile phones, non-facing responses to customers are important, so the contact center has influenced the enterprise. Therefore, we developed an evaluation model not only in terms of customer service, but also from information system and business aspects, using the AHP and verifying the evaluation model through empirical cases. In particular, content analysis was used to ensure objectivity of AHP evaluation items.

• Journal of Korean Academy of Fundamentals of Nursing
• /
• v.18 no.2
• /
• pp.195-200
• /
• 2011

Purpose: The purpose of this study was to assess rates for handwashing adherence before and after nursing contact in intensive care units (ICU). Methods: The participants included 90 nurses working in intensive care units of an 800-bed university-affiliated hospital in Gyeonggi Province and 2000-bed university-affiliated hospital in Seoul. Time for handwashing was calculated using the average number of handwashings during an 8-hour day shift. Nursing contact was based on indications as defined by the Centers for Disease Control and Prevention (CDC, 2002). Data were analyzed using frequency, percent, t-test and ${\chi}^2$-test. Results: During an 8-hour day shift, the average number of times that hands were washed was 25.0. The rates were significantly lower before the nursing contact than after the nursing contact when it involved sectioning, observation or contact with a wound, cleaning enteric feeding bag, physical exam, use of gloves, or contact with contaminants. Conclusions: The results indicate that as handwashing rates were significantly lower before nursing contacts than after nursing contacts, there is need to develop strategies to address this deficiency in handwashing.

• Journal of the Korean Institute of Telematics and Electronics
• /
• v.10 no.1
• /
• pp.27-35
• /
• 1973

The electronic states of carrier capture centers in reverse biased point-contact germanium diodes have been investigated through the tomperature-and reverse voltage-characteristics of burst noise. The measured values of the time constants wllich represent the electronic states of the centers are extended up to greater than ten minutes, which are about 10,000 times greater than the ones obtained by other investigators. From the relation between these time constants and temperatures, the quasi-Peymi level and the activation energy of the center have been obtained.