A Study on Service Process Modeling for the Performance of the Non-face-to-face Call Center
비대면 접점 콜센터의 성과 제고를 위한 서비스 프로세스 모델링에 관한 연구

Seong-Ho Cho, Kwang-Ho Park
2014 Journal of Digital Convergence  
According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the
more » ... and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.
doi:10.14400/jdpm.2014.12.1.149 fatcat:ibgpnme5qrdwld5atgxsa6n77e