• Journal of Korean Biological Nursing Science
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• 제11권2호
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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.

• 한국컴퓨터정보학회지
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• 제14권1호
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• pp.205-212
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• 2006

본 논문에서는 각 조직의 특성에 맞는 맞춤형 e-Ring(Enterprise Portal Back Tone) 시스템을 개발하였다. e-Ring시스템은 고객들이 조직에 전화를 걸 때, 전화 통화를 시작하기 전까지 기다리게 되는 귀중한 시간을 최대한 낭비하지 않도록 하기 위해 고객에게 통화연결음 서비스를 비롯하여 부가 서비스를 제공하는 시스템이다. 이는 일반적인 전화 통화에서 듣게 되는 의미없는 링연결음을 대신하여 조직의 이미지에 적합한 홍보를 할 수 있으며, 또한 서비스 사용자 자동 응대 및 서비스 사용자에게 필요한 서비스를 제공하여 서비스 가용성과 업무의 효율성을 극대화 할 수 있다.

• Journal of Communications and Networks
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• 제8권1호
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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.

• 지역사회간호학회지
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• 제33권1호
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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.

• 한국콘텐츠학회논문지
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• 제5권4호
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• pp.254-264
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• 2005

본 논문에서는 기존의 문제점들을 극복하기 위한 개선된 E-Model을 제안하였다. 새로운 모델은 버스트 패킷손실과 최신효과를 적용하여 VoIP 품질 측정의 정확도를 높일 수 있다. 개선된 E-Model은 길버트 모델에 의해 생성된 버스트 패킷 손실에 따라 NR(Network R) 값과 UR(User R) 값을 측정한다. 기존 모델들인 MOS, PESQ, E-Model과 비교하여 시뮬레이션을 수행하였으며, 실험 결과 개선된 E-Model이 기존 모델들보다 정확하고 신뢰성 있음이 증명되었다.

• 한국컴퓨터산업학회논문지
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• 제2권11호
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• pp.1373-1382
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• 2001

이동통신 텔레트래픽 모델은 Network Traffic 모델과 Traffic Source 모델이라는 두 개의 하부모델로 구성된다. 본 논문에서는 기지국이 설치되어 있는 지역 특성을 고려한 traffic source 모델을 제시하고, 이동통신 트래픽 시뮬레이터인 MobCall을 구현하였다. MobCall은 사용자 이동성을 각 지역별 차량 평균 속도와 수송분담율을 적용하고 있다. 구현된 MobCall을 이용하여 서울 도심 주거지역과 상업지역에서의 누적 발생 호 수, 교통량에 따른 핸드오프 율, 고속도로에서의 핸드오프 율, 그리고 호 점유 시간 변화에 따른 핸드오프 율을 결과로 제시하였다. MobCall은 기지국에서 사용자 호 패턴에 따른 동적 핸드오프 버퍼링과 같은 기능적 요소를 설계 단계에서 고려할 수 있다.

• 한국정보처리학회논문지
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• 제7권4호
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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.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2007년도 추계종합학술대회
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• pp.355-358
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• 2007

무선 이동통신 시스템은 음성 위주의 서비스에서 고속의 데이터 전송 및 멀티미디어 서비스로 다양화되고 서비스 수요도 증가되고 있다. 이러한 환경에서 다양화된 서비스에 대한 Qos를 보장하는 호수락 제어 기법에 대한 연구가 진행되고 있다. SRN(Stochastic Reward Net)은 페트리 네트의 확장형으로 성능분석을 위한 다양한 기능을 가진 모델링 도구이다. 본 논문에서는 4세대 이동통신 기술로 기대되고 있는 IEEE 802.16e에서 정의하고 있는 4가지 서비스 클래스를 고려한 호 수락 제어 기법에 대한 모델을 SRN을 이용하여 개발한다.

• 한국전자거래학회지
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• 제15권2호
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• pp.107-135
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• 2010

현재 다수의 이동통신 서비스 기업은 고객 만족 실현을 위한 더욱 특별한 서비스를 고객에게 제공해 주는 방식으로 그들의 서비스 질을 높이려 애쓰고 있다. 이러한 흐름에 발 맞춰, 고객들과 직접적인 접촉을 하고, 지대한 영향을 미치는 고객접점 종사자들의 역할이 보다 더 중요해 지고 있다. 이러한 이유로, 콜 센터의 역할 또한 더욱 더 중요해 지고 있는 실정이다. 본 연구는 콜 센터 상담사의 직무만족도에 따라 성과가 다르게 나타날 것으로 보고, 콜 센터의 생산성을 높이기 위해 상담사의 직무만족을 높일 수 있는 바람직한 인력운영 및 성과관리에 시사점을 제공하기 위한 목적으로 진행되었다. 연구결과, 직무만족 영향요인 중 상사지원과 보상공정성이 상담사의 직무만족에 영향을 준 것으로 검증되었다. 또한 콜 센터 상담사의 직무만족이 생산성에 미치는 긍정적인 영향이 확인되었다. 그리고, 직무만족은 상사지원과 생산성 사이를 부분 매개하고, 보상공정성과생산성 사이에서는 완전매개효과를 갖는 것으로 확인되었다.

• 디지털산업정보학회논문지
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• 제11권3호
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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.