• Animal cells and systems
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• v.1 no.4
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• pp.565-569
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• 1997

Vocal repertoires of the B1ack-tailed gull (Larus crassirostris) were studied at established reproductive colonies. The Black-tailed gull has eleven different vocal signals which can be grouped into three different call classes according to behavioral functions: contact call, alarm call (attention call), and aggressive call. The contact call or mew call is the most frequently used and functions as means of recognition among individuals, particularly between parents and youngs. Our results show that each call plays .an important role in particular social relationships in a high- density breeding colony.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.34 no.6B
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• pp.575-584
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• 2009

In this paper, we design and implement a VoIP traffic generator for simulating call processing in IP contact center systems. Creating a VoIP call based on H.323 and SIP and generating RTP traffic which uses G.711 codec, the generator lets many users simulate situations on which they call each other. With this tool, which is named VoIPTG, users can combine H.323 or SIP session control protocol, the number of users, time variation, and voice codecs and then direct various situations for simulation. This traffic generator can be used for testing functions of an IP contact center and especially it is necessary for testing the quality of IP based call recording systems.

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

• Journal of the Korea Society for Simulation
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• v.12 no.4
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• pp.83-94
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• 2003

Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company's call center. The simulation study shows reduction in managing cost and better customer's satisfaction.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.12 no.1
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• pp.7-16
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• 2012

In this paper we describe a VoIP transcript system which is able to record call conversation between counselor and customer in an IP contact center based on IP telephony environment. The transcript system, designed and implemented in this paper, uses packet sniffering to capture packets without imposing network overhead on overall system. It can decode H.323 and SIP which are used to setup call sessions in VoIP environment and captures voice data and record without any loss of contents. Implemented transcript system can be integrated with CTI system in that it can manage and record call more effectively. It is designed generically so that it is implemented both on Windows and Linux environment.

• Journal of Korean Institute of Industrial Engineers
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• v.40 no.1
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• pp.1-7
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• 2014

We consider a human contact social network that has connections through cellphone addresses. To construct such a social network, we use real call records provided by a large carrier, and connect to each other if there exists a call record between any two cellphone users. Due to its huge amount of data, we down-sample it in a way that the smallest-degree nodes are removed, in turn, from the network. For a moderate size of the networks we show that the degree distribution of the network follows a power-law distribution via linear regression analysis, implying the so-called scale-free property. We finally suggest some alternative measures to analyze a social network.

• Korean Management Science Review
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• v.20 no.1
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• pp.125-139
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• 2003

City gas is becoming an essential resource in households due to its convenience and low price in comparison to other energy sources. However, in order to prepare for the gas market to be saturated, many city gas companies must pursue customer satisfaction management and develop happy call systems for a promising solution. In the development of the happy call systems, the difficult problem is that we cannot contact all customers because of limited resources and calling efficiency in the call center, We should find best customers according to their value. This paper suggests a methodology for the selection of happy call customers when city 9as companies consider two strategies. First, they should launch a new business area. Second, they must attempt to prevent current customers from moving from city gas to other fuels. We will discover important attributes and derive rules of weighting for the attributes through an exploration study that affect customer satisfaction and preference. Through a simulation model, we will show how many customers will be selected by our methodology.

• Journal of the Korean Data and Information Science Society
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• v.18 no.2
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• pp.561-572
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• 2007

In this paper, we describe various efficient optimization algorithms for obtaining an optimal customer allocation in the telephone call center. The main advantages of the proposed algorithms are simple, fast and very attractive for massive dataset. The proposed algorithms also provide comparable performance with the other more sophisticated linear programming methods. The proposed optimal allocation algorithms increase the customer contact, response rate and management product and optimize the performance of call centers. Simulation results are given to demonstrate the effectiveness of our algorithms.

• Journal of the Korean Society for Railway
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• v.2 no.3
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• pp.1-8
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• 1999

In this paper, descibed was the derived algorithm for calculating contact point between wheel and rail and the developed method for rail modeling. The proposed methods use travelling distance to represent rail center line position vector and rail orientation with respect to Newtonian reference frame. The methods call be easily used ill multibody dynamic analysis. Two numerical examples are shown to verify the validity of the proposed methods.

• Proceedings of the Korea Contents Association Conference
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• 2009.05a
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• pp.652-658
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• 2009

As the rate of personnel expenses of contact center operating costs is the highest, we can reduce operating costs, if we answer a automatic phone call wholly or partially. The MCS(Managed Contact Services) play an important role in cost reduction and work efficiency related with voice self-services. The excellent functions of the MCS are able to implement self-service applications in network connected with effective network routing of the enterprise. The MCS makes a proper consultant rapidly response and process customer calls, improve customer processing services, and consequently increase customer satisfaction. The increase of customer satisfaction lead to improve profits and reduce the cost of building contact center infrastructure. In this paper, we analyze the contact center line capacity and PBX capacity based on the MCS. We can reduce communication costs and personnel expenses by reducing the call shifting need between consultants and rapidly solving customer questions with the MCS.