{"id":75230,"metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00075230","sets":["6394:6400:6474"]},"path":["6474"],"owner":"13","recid":"75230","title":["市場・顧客・ビジネスの変化へ「応変」するコンタクトセンタ"],"pubdate":{"attribute_name":"公開日","attribute_value":"2011-07-15"},"_buckets":{"deposit":"41dd10d8-57ad-41d4-8fcf-528ce5dfdd8c"},"_deposit":{"id":"75230","pid":{"type":"depid","value":"75230","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"市場・顧客・ビジネスの変化へ「応変」するコンタクトセンタ","author_link":["549639","549638","549637"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"市場・顧客・ビジネスの変化へ「応変」するコンタクトセンタ"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"招待論文","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2011-07-15","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":"東芝ソリューション株式会社"},{"subitem_text_value":"東芝ソリューション株式会社"},{"subitem_text_value":"東芝ソリューション株式会社"}]},"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/75230/files/IPSJ-DP0203007.pdf","label":"IPSJ-DP0203007"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0203007.pdf","filesize":[{"value":"4.6 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":"3c22eabd-f01e-42f9-ba98-36f43c05c842","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2011 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"山本修二"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"石川亮"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"岩見優"}],"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_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"コンタクトセンタを運営する企業において，「市場，顧客，ビジネスの変化に対し，コンタクトセンタを迅速に追従させたい」というニーズが大きくなってきている．ビジネス環境の急激な変化と顧客中心経営の進展，そしてコンタクトセンタが顧客接点の中核としてより重要になってきたことがその背景である．変化のきっかけは，市場・顧客・チャネル，商品・サービス，プロモーションの中で発生する．変化する要素は，量，時間，様々な質の変化など複数のパターンが存在し，システムへ求められる要件も異なる．本論文では，特に質の変化として，応対内容を急遽または都度変化させることが最頻かつ重要であることを顧客企業から教わり，対応するシステム要件を整理し開発を実践したので，この活動について述べ，変化に追従するための業務要件定義の進め方を提案する．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"191","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"184","bibliographicIssueDates":{"bibliographicIssueDate":"2011-07-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"3","bibliographicVolumeNumber":"2"}]},"relation_version_is_last":true,"weko_creator_id":"13"},"updated":"2025-01-19T16:43:13.819397+00:00","created":"2025-01-18T23:32:25.708321+00:00","links":{}}