{"updated":"2025-01-20T02:24:05.354444+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00186941","sets":["6394:9336:9338"]},"path":["9338"],"owner":"13","recid":"186941","title":["コールセンタのパラダイムシフト─品質重視への転換─"],"pubdate":{"attribute_name":"公開日","attribute_value":"2018-04-15"},"_buckets":{"deposit":"6ae4c437-8b92-4883-adf2-c536c09f009d"},"_deposit":{"id":"186941","pid":{"type":"depid","value":"186941","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"コールセンタのパラダイムシフト─品質重視への転換─","author_link":["420793"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"コールセンタのパラダイムシフト─品質重視への転換─"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集:価値を創造するコンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2018-04-15","item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_21_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"情報工房(株)"}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":-1,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/186941/files/IPSJ-DP0902009.pdf","label":"IPSJ-DP0902009.pdf"},"date":[{"dateType":"Available","dateValue":"2999-12-31"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0902009.pdf","filesize":[{"value":"3.5 MB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"0","billingrole":"5"},{"tax":["include_tax"],"price":"0","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"f9a95144-4fca-477e-99de-41e72d9c6f99","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2018 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"宮脇, 一"}],"nameIdentifiers":[{}]}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"journal article"}]},"item_21_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA1245124X","subitem_source_identifier_type":"NCID"}]},"item_21_source_id_11":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"2188-4390","subitem_source_identifier_type":"ISSN"}]},"item_21_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"「電話の向こうに顧客が並んでいた時代のKPI(Key Performance Indicator)を,顧客が並ばなくなくなった今も,そのまま使っている業界って,おかしくないか?」という多くのオペレータの疑問がきっかけとなり実証実験を始めた.できるだけ多く,長く,深く話すことが,企業の利益に貢献するという仮説の下,1つの結果を立証した.その要因は,外部・内部ともにコミュニケーションの総量を上げたことであった.本稿では,筆者が運営するコールセンタでのケーススタディを通じ,次世代のコールセンタの在り方の考察を行う.","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"436","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"414","bibliographicIssueDates":{"bibliographicIssueDate":"2018-04-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"2","bibliographicVolumeNumber":"9"}]},"relation_version_is_last":true,"item_21_alternative_title_2":{"attribute_name":"その他タイトル","attribute_value_mlt":[{"subitem_alternative_title":"招待論文"}]},"weko_creator_id":"13"},"created":"2025-01-19T00:53:51.377922+00:00","id":186941,"links":{}}