• 품질경영학회지
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• 제37권2호
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• pp.1-11
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• 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
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• 제38권5호
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• pp.533-538
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• 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
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• 제15권4호
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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.

• 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.

• Child Health Nursing Research
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• 제18권3호
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• pp.127-134
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• 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.

• 한국정밀공학회:학술대회논문집
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• 한국정밀공학회 2004년도 추계학술대회 논문집
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• pp.1398-1401
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• 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.

• 지식경영연구
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• 제20권3호
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• pp.17-38
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• 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.

• 한국산학기술학회논문지
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• 제19권5호
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• pp.106-116
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• 2018

최근 기업의 대고객 비지니스에서 컨택센터의 역할은 대고객 접점으로서 점점 더 중요해지고 있다. 특히 IP기반의 컨택센터 시스템은 전화 외에 다양한 고객 채널을 수용하고 실시간 응대를 하기 위해 정보 시스템이 복잡하게 구성되어 있다. 하지만 지금까지 컨택센터를 위한 평가는 인바운드 컨택센터에 기반을 둔 고객 서비스 차원의 연구가 중심었다. 응대율, 서비스레벨과 같은 전통적인 고객만족도에 영향을 주는 지표들을 중심으로 컨택센터를 평가하고 성과 지표로 삼았다. 컨택센터가 가져야 하는 서비스의 특성과 이를 위한 정보 시스템에 대한 평가 모델에 대한 연구는 미흡하였다. TDM방식의 디지털 전화 시스템 중심에서 IP기반의 컨택센터로 변화된 최근의 컨택센터는 음성 전화외에 다양한 디지털 채널을 수용하면서 정보시스템의 역할이 중요해지고 있다. 특히 인터넷과 모바일의 발전으로 인해 지점이 줄어들면서 고객에 대한 비대면 대응이 중요해지면서 기업의 비즈니스에도 컨택센터는 많은 영향을 주고 있다. 이에 본 연구에서는 컨텍센터를 단순히 고객 서비스 측면 뿐 만 아니라 정보시스템 측면과 비즈니스측면에서 평가하기 위한 IP기반 컨택센터에 대한 평가 모델을 AHP기법을 이용하여 수립하고 이에 대한 실증 사례 적용을 통해 평가 모델을 검증한다. 특히 AHP 평가 항목의 객관성을 확보하기 위해 내용분석 기법을 활용하였다.

• 기본간호학회지
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• 제18권2호
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• pp.195-200
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• 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.

• 대한전자공학회논문지
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• 제10권1호
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• pp.27-35
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• 1973

Ge 점접촉형 diode에 있어서 역방향 전압이 인가되었을 때의 burst noise를 조사하여 carrier포획중심의 전자적 상태를 온도 및 역방향 전압의 함수로서 구하였다. 여기서는 이러한 중심의 전자적 상태를 나타내는 시정수의 측정영역을 십수분까지 확대하였으며 이는 이때까지 다른 연구자들에 의한 범위보다 약 10,000배나 넓은 것이다. 이 시정수와 온도와의 관계에서 포획중심의 quasi-Fermi 준위 및 이의 activation energy를 구하였다.