{"updated":"2025-01-19T10:36:40.400744+00:00","links":{},"created":"2025-01-19T01:32:26.855775+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00231884","sets":["1:11380:11383"]},"path":["11383"],"owner":"44499","recid":"231884","title":["アフターコロナのコンタクトセンター：ハイブリッド式リーダ育成"],"pubdate":{"attribute_name":"公開日","attribute_value":"2024-01-15"},"_buckets":{"deposit":"b3df46f5-e1e3-45ff-8b4e-fd309fed58f7"},"_deposit":{"id":"231884","pid":{"type":"depid","value":"231884","revision_id":0},"owners":[44499],"status":"published","created_by":44499},"item_title":"アフターコロナのコンタクトセンター：ハイブリッド式リーダ育成","author_link":["627147","627148"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"アフターコロナのコンタクトセンター：ハイブリッド式リーダ育成"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"デジタルプラクティスコーナー","subitem_subject_scheme":"Other"}]},"item_type_id":"30","publish_date":"2024-01-15","item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_30_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"クリエイトキャリア"}]},"item_30_text_4":{"attribute_name":"著者所属(英)","attribute_value_mlt":[{"subitem_text_value":"Representative, Create Career","subitem_text_language":"en"}]},"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/231884/files/IPSJ-DP650202.pdf","label":"IPSJ-DP650202.pdf"},"date":[{"dateType":"Available","dateValue":"2024-01-15"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP650202.pdf","filesize":[{"value":"2.9 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":"88b04d19-23f7-4a5f-9473-ab788cbdb104","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2024 by the Information Processing Society of Japan"}]},"item_30_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"寺下, 薫"}],"nameIdentifiers":[{}]}]},"item_30_creator_6":{"attribute_name":"著者名(英)","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"TERASHITA, Kaoru","creatorNameLang":"en"}],"nameIdentifiers":[{}]}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"article"}]},"item_30_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AN00116625","subitem_source_identifier_type":"NCID"}]},"item_30_publisher_14":{"attribute_name":"公開者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"item_30_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"コンタクトセンターにおけるリーダ育成は，喫緊の大きな課題である．コンタクトセンター内で使用するAIやチャットボットなどのシステムが進化して自動化が進み，人間が答えなくても機械で答えられる仕組みが整えられつつある．一方，機械で答えられない複雑かつ難易度の高い問合せをオペレータが対応せざるを得なくなり，オペレータを指導，サポートするSV（スーパーバイザ以下，SVと表記する）の管理やサポートも年々難しくなっている．オペレータの導入研修は，整備できても，SVなどリーダの育成は十分できていないセンターが多い．これまで，筆者が2013年から開講している問題解決養成塾「SV研究会」や企業や自治体での研修などを通して，SV育成にはオンライン研修とリアル研修を組み合わせた「ハイブリッド式リーダ育成」の効果が高いことが分かった．本稿では，筆者が実践で得た知見をもとに，どのようにすればリーダを育成できるかについて述べる．","subitem_description_type":"Other"}]},"item_30_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"d27","bibliographic_titles":[{"bibliographic_title":"情報処理"}],"bibliographicPageStart":"d12","bibliographicIssueDates":{"bibliographicIssueDate":"2024-01-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"2","bibliographicVolumeNumber":"65"}]},"relation_version_is_last":true,"item_30_identifier_registration":{"attribute_name":"ID登録","attribute_value_mlt":[{"subitem_identifier_reg_text":"10.20729/00231774","subitem_identifier_reg_type":"JaLC"}]},"weko_creator_id":"44499"},"id":231884}