• Journal of Korean Biological Nursing Science
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• v.11 no.2
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• pp.157-166
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• 2009

Purpose: The purpose of this study was to determine the effects of self-care program using Short message service (SMS), e-mail, or telephone call on self-care compliance and nutritional status in maintenance of hemodialysis patient. Methods: Nonequivalent pretest-posttest control experimental design was used. Ninety-six patients were allocated to control (n=24), SMS (n=24), e-mail (n=24), or telephone (n=24) group from four hospitals. Experimental groups received self-care program about hemodialysis diet, drug administration, exercise, and fistula care by SMS, e-mail, or telephone call respectively at 3 times a week for 4 weeks. Results: Subjective self-care compliance, and objective self-care compliance including interdialytic weight of SMS and telephone groups were significantly increased than those of control groups. However, nutritional status of SMS and e-mail groups were significantly improved than those of control groups in albumin and protein level. Conclusion: Self-care program using SMS and telephone call were effective on promoting self-care compliance, while SMS and e-mail were effective on improving nutritional status. The pop-up remaining effect and easy accessible effect of SMS message in busy daily life was considered as an alarm to control fluid and diet.

• KSCI Review
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• v.14 no.1
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• pp.205-212
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• 2006

In this paper, we proposed a new customized e-Ring(Enterprise Portal Back Tone) system which could be represented each organization feature. The e-Ring system provided a call back tone and additional services to reduce the waiting time when the client called an organization. This system is for an appropriate organization public relations instead of the meaningless ring back tone which is used usual call, also is maximized the service availability and work efficiency which is obtained from the automatic response and service suppling to users who have needs and questions.

• Journal of Communications and Networks
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• v.8 no.1
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• pp.28-37
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• 2006

State-dependent call admission control (SDCAC) is proposed to make efficient use of scarce wireless resource in a hierarchical wireless network with heterogeneous traffic. With SDCAC, new calls are accepted according to an acceptance probability taking account of not only cell dwell time but also call holding time and system state (i.e., occupied bandwidth). An analytical method is developed to calculate performance measures of interest, e.g., new call blocking probability, forced termination probability, over. all weighted blocking probability. Numerical results with not only stationary but nonstationary traffic loads are presented to show the robustness of SDCAC. It is shown that SDCAC performs much better than the other considered schemes under nonstationary traffic load.

• Research in Community and Public Health Nursing
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• v.33 no.1
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• pp.128-138
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• 2022

Purpose: This study aimed to identify the factors influencing the wellness of call center employees. Methods: From December 2018 to October 2019, a cross-sectional study was conducted with 155 workers recruited from the call centers in Seoul, South Korea. Data were collected using self-administered questionnaires. The questionnaires were used to measure the following scales: Korean occupational stress scale, emotional labor scale, work-life balance scale and wellness scale. Using the SPSS 26.0 program, the descriptive statistics, independent t-test, ANOVA, correlation analysis, and multiple regression analysis were conducted. Results: The mean score of the wellness level of call center employees was 3.05 out of a maximum of 5.00. More wellness level of call center employees was associated with gender, psychiatric diagnosis, and call characteristics. A multiple regression analysis indicated that the total scores on the wellness scale were predicted by call characteristics, occupational stress and work-life balance, with an explanatory power of 42.2%. Conclusion: Study findings show that it is necessary to promote wellness in call center workers with differentiated strategies according to call characteristics, occupational stress and work-life balance. This implies that it is necessary to understand the call characteristics and patterns of workers and to provide an innovative wellness program tailored to individual characteristics for an effective management of the emotional labor and occupational stress.

• The Journal of the Korea Contents Association
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• v.5 no.4
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• pp.254-264
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• 2005

In this paper, an advanced E-Model was proposed in order to overcome disadvantages of conventional method. A new model makes the accurate VoIP call quality assessment possible by applying the burst packet loss and recency effect. In order to assess the performance of this advanced E-Model, we gained the estimated MOS value from NR(Network R) value and UR(User R) value resulted from the burst packet loss values by Gilbert Model. Through simulations and comparisons with conventional models such as MOS, PESQ, and I-Model, we reach a conclusion that advanced E-Model is more accurate and reliable method than conventional models.

• Journal of the Korea Computer Industry Society
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• v.2 no.11
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• pp.1373-1382
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• 2001

Traditionally, Mobile Teletraffic model consists of two sub-models, i.e. the network traffic model and the traffic source model. In this paper, we present the traffic source model by developing MobCall(Mobile Call Simulator) which analyses various mobile wireless environments based on regional characteristics that the base stations are located. User mobility is presented by regional average vehicle speeds and the transportation share rate. Moreover, the user mobility on subway, which is increasing in urban area, is considered in MobCall. Using MobCall, the accumulated number of calls in residential and commercial regions, the handoff rate with respect to traffic sources of Seoul, the handoff rate on highway, and the handoff rate according to the call duration are presented. MobCall enables the simulation of dynamic handoff buffering and functional entity control of one base station according to the changes in user's calling pattern at the design phase.

• The Transactions of the Korea Information Processing Society
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• v.7 no.4
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• pp.1217-1226
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• 2000

Traditionally, Mobile Teletraffic model consists of two sub-models, i.e. the network traffic model and the traffic source model. In this paper, we present the traffic source model by developing MobCall (Mobile Call Simulator) which analyses various mobile wireless environments based on regional characteristics that the base stations are located. User mobility is presented by regional average vehicle speeds and the transportation share rate. Moreover, the user mobility on subway, which is increasing in urban area, is considered in MobCall. And also, user's movements on highway are considered in MobCall. The object-oriented simulation platform, C++SIM, is used to implement MobCall. Using MobCall, the accumulated number of calls in residential and commercial regions, the handoff rate with respect to traffic sources of Seoul, the handoff rate on highway, and the handoff rate according to the call duration are presented. MobCall enables the simulation of dynamic handoff buffering and functional entity control of one base station according to the changes in user's calling pattern at the design phase. Also, when a new town is under construction by a detailed plan, MobCall is used to design the mobile network with regional characteristics and user mobility considered.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2007.10a
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• pp.355-358
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• 2007

In wireless mobile communication systems, priority of voice service through high speed data and multimedia transmission requires increased service diversification. Research is being carried out in this environment, on the call admission control techniques to guarantee the diversified service's QoS. SRN (Stochastic Reward Net) is an extended version of Petri nets, well know modeling and analysis tool. In this paper, we develop SRN call admission control model considering the 4 classes of services in the 4th generation IEE 802.16e mobile communication Technology.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.