• Proceedings of the Korea Database Society Conference
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• 1998.09a
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• pp.83-98
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• 1998

Who needs Media Asset Management？ ◆ Publishers ◆ Any company publishing newspapers, magazines, catalogs or web sites. ◆ Content Creators ◆ Companies who create content for use in their business ◆ Broadcasters, Advertising Agencies, Studios, Sports Houses (NBA, NFL), Corporate Training Depts, Retailers ◆ Content Distributors ◆ Cable Operators, Telecoms, Internet Service Providers, Online Service Providers Who needs Media Asset Management？ ◆ There's a LOT of money being spent on this kind of technology, and not just by 'media' companies ◆ Retailers, for catalogs, web sites, call centers ◆ Chems/Pharms, for drug. discovery, knowledge management ◆ Legal, for document and knowledge management ◆ Federal, for video surveillance and knowledge management ◆ Manufacturing, for integration of CAD, text and business-to-business applications ◆ Anyone with a Web/Content Management challenge(omitted)

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.6
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• pp.4086-4097
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• 2015

This study examined the level of an emotional labour, depressive symptoms, and presenteeism of counselors working in a call center depending on socio-demographic characteristics, health-related factors, and job-related factors. Especially, the main purpose of a survey was to investigate the relevance to an emotional labour, the level of depressive symptoms and presenteeism. The research subjects were 304 counselors working at two call centers in Daejeon, and the survey was conducted from April 1, 2014 to May 31, 2014, using a structured self-administered questionnaire. As a result, the emotional labour, depressive symptoms and presenteeism experienced by the research subjects had a deep relation to many variables like socio-demographic characteristics, health-related factors and job-related factors. Especially, presenteeism showed a meaningful positive correlation with depressive symptoms and emotional labour factors. According to the result of a hierarchical multiple regression analysis, the meaningful variables related to presenteeism were age, the amount of a physical burden, the level of depressive symptoms, the surface action of an emotional labour. Therefore, to lower down the counselors' presenteeism, the development and implement of a mental healthcare program to control not only depressive symptoms and the level of an emotional labour is urgently needed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.750-762
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• 2019

The importance of the call center as a contact point for the enterprise is growing. However, call centers have difficulty with their operating agents due to the agents' lack of knowledge and owing to frequent agent turnover due to downturns in the business, which causes deterioration in the quality of customer service. Therefore, through an N-bank call center case study, we developed a system to reduce the burden of keeping up business knowledge and to improve customer service quality. It is a "real-time agent advisor" system that provides agents with answers to customer questions in real time by combining AI technology for speech recognition, natural language processing, and questions & answers for existing call center information systems, such as a private branch exchange (PBX) and computer telephony integration (CTI). As a result of the case study, we confirmed that the speech recognition system for real-time call analysis and the corpus construction method improves the natural speech processing performance of the query response system. Especially with name entity recognition (NER), the accuracy of the corpus learning improved by 31%. Also, after applying the agent advisor system, the positive feedback rate of agents about the answers from the agent advisor was 93.1%, which proved the system is helpful to the agents.

• Journal of the Korean Dietetic Association
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• v.18 no.1
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• pp.59-71
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• 2012

The purpose of this study was to evaluate the patient perception of clinical nutrition service. The research was performed by using questionnaires and conducted from February 14 to March 15 at 42 hospitals (over 400 beds). 41.7% of patients experienced nutritional education and counseling. The mean score of the patients' perception on clinical nutritional service was 4.62/5.00 for "nutrition care is important for treatment of the disease", 4.49/5.00 for "diet therapy is necessary for treatment of the disease", 4.16/5.00 for "nutritional counseling call-centers are necessary", 4.13/5.00 for "nutritional consultation fee is required to apply insurance benefits", 4.12/5.00 for "one-to-one nutrition system is necessary", and 3.56/5.00 for "nutrition services I am willing to pay". The patients who had no past experience in nutritional education and counseling showed significantly higher scores for "nutrition care is important for treatment of the disease", "one-to-one nutritional care system is necessary", and "nutritional counseling call-centers are necessary" (P<0.05). The mean scores for the importance (4.26/5.00) and performance (3.88/5.00) of nutrition counseling service were significantly different (P<0.01). "Nutritional counseling is available whenever I want" had the highest gap score between performance and importance among nutrition counseling service items. The importance and performance grid showed that highly important items had high performance (doing great area) and less important items have low performance (low priority).

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.10
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• pp.290-299
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• 2018

This study was conducted to clarify the mediating effects of self-efficacy and organizational commitment on the level of depression associated with emotional labor and occupational stress of call center representatives. The survey subjects were 486 representatives working in four call centers in D city. Data collection was conducted using structured, self-addressed questionnaires from January 5th to 25th, 2017. The results showed that the depression level of the representatives was significantly higher in the emotional labor and occupational stress groups and higher in the low self-efficacy and organizational commitment groups. The correlations between variables revealed a positive correlation between depression, emotional labor, and occupational stress, but a negative correlation between self-efficacy and organizational commitment. Path model analysis revealed that emotional labor and occupational stress had positive effects on depression, while self-efficacy and organizational commitment was negatively influenced. In addition, self-efficacy and organizational commitment had a mediating effect on emotional labor and depression, while organizational commitment had a mediating effect on occupational stress and depression. Therefore, to reduce the depression level of call center representatives, it is necessary to reduce the emotional labor and occupational stress factors, as well as to have a mental health mediation plan to increase self-efficacy and organizational commitment.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.7
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• pp.396-406
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• 2018

The purpose of this study was to investigate the causal relationship between factors affecting the quality of life (QOL) of call center representatives by applying the PRECEDE model to structural equation modeling. The subjects of the survey were 695 consultants engaged in inbound work at four call centers in D metropolitan city. Data collection was conducted using structured, self-administered questionnaires from November 15th to December 5th, 2016. The results of this study show that the QOL of the reps was significantly negatively correlated with mental health and emotional labor but significantly positively correlated with work environment, self-efficacy, organizational support, and organizational commitment. The results of structural model analysis show that mental health had a negative influence on QOL, whereas work environment and self-efficacy had a positive influence. In addition, emotional labor had a negative effect on mental health, but organizational commitment and work environment had lowered emotional labor level. In addition, organizational support had enhanced employee self-efficacy and organizational commitment, and organizational commitment had mitigated emotional labor. Therefore, it is necessary to implement a health promotion program to improve the QOL of call center reps.

• Journal of applied mathematics & informatics
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• v.35 no.5_6
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• pp.623-649
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• 2017

Retrial queues have been widely used to model the many practical situations arising from telephone systems, telecommunication networks and call centers. An approximation method for a simple Markovian retrial queue by reducing the two dimensional problem to one dimensional problem was presented by Fredericks and Reisner in 1979. The method seems to be a promising approach to approximate the retrial queues with complex structure, but the method has not been attracted a lot of attention for about thirty years. In this paper, we exposit the method in detail and show the usefulness of the method by presenting the recent results for approximating the retrial queues with complex structure such as multi-server retrial queues with phase type distribution of retrial time, impatient customers with general persistent function and/or multiclass customers, etc.

• Journal of Korean Library and Information Science Society
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• v.35 no.2
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• pp.1-10
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• 2004

'The Library and Information Science' originated from the 'Library Science'. A school of academic reputation of the West is calling nm of studies by the name of 'Library, Archives, and Information Science' and studying materials, knowledge and information of the library, archives, and information centers. I think that many of the researcher neglect basic studies of the library and information science. Therefore, I'd like to call attention to the fact.

• Proceedings of the Korea Information Processing Society Conference
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• 2000.04a
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• pp.434-439
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• 2000

본 논문에서는 GIANT-II 미들웨어의 국제표준 기능과 GIANT-II만의 차별적 기능 등을 소개함과 아울러 이를 활용한 상용화 수준의 인터넷 시범 서비스들 중 멀티미디어 콜 센터를 소개한다. 현재까지의 관련 연구 결과들은 대화의 실시간성이 결여되어 있고, 공통된 미들웨어 없는 개별적인 개발로 호환이 결여된 중복성을 야기시킬 우려가 있다는 단점이 있다. GIANT-II는 이러한 한계를 극복하기 위하여 핵심 기능을 계층 구조로 통합한 것으로 1) Collaborative Multimedia Middleware, 2) 기본 소프트웨어, 3) 응용 소프트웨어로 구성되어 있다. 본 논문에서는 이러한 특징의 Internet Multimedia Collaboration을 위한 플랫폼인 GIANT-II의 기본 개념과 구성 요소를 설명한다.

• Journal of Venture Innovation
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• v.1 no.1
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• pp.145-164
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• 2018

The purposes of this study was to investigate job related attitudes of emotional labors working at call centers in Korea. The attitudinal variables were burnout, psychological capital and turnover intention with job characteristics as the independent variables. In addition, leadership behaviors of the superiors, self leadership behavior in particular, was incorporated to see if it has any bearing on these relationship as moderating variable. Data has been collected from 543 respondents for this study using questionnaire method. The survey for the actual analysis of the research was done and analyzed with the employees who work for contact centers in Seoul, Busan, and Gwangju, Korea. The survey was done for 24 days from November, 2016 through December, 2016. * The following study results were revealed: First, the job characteristics does not have direct positive effect on turnover intentions. Second, the job characteristics were related positively to job burnout. Third, the job burnout does mediate the relationship between job characteristics and turnover intentions. Lastly, results of research on the moderating effect of self leadership in relationships between emotional labor, job burnout, psychological capital and turnover intention show that super leadership has only a limited regulatory effect between job characteristics and turnover intention.