{"metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00097809","sets":["6394:7388:7390"]},"path":["7390"],"owner":"13","recid":"97809","title":["進化し続けるコールセンタへの道"],"pubdate":{"attribute_name":"公開日","attribute_value":"2014-01-15"},"_buckets":{"deposit":"1e948994-631a-414e-ab54-32487efbfd2f"},"_deposit":{"id":"97809","pid":{"type":"depid","value":"97809","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"進化し続けるコールセンタへの道","author_link":["549513"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"進化し続けるコールセンタへの道"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集：経営に貢献するコンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2014-01-15","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":"プラス（株）ジョインテックスカンパニー"}]},"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/97809/files/IPSJ-DP0501004.pdf","label":"IPSJ-DP0501004"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0501004.pdf","filesize":[{"value":"976.8 kB"}],"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":"2b51c964-d7d6-441b-8e87-ae21d248d93a","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2014 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"藤田, 京子"}],"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":"インターネット社会において，コールセンタは顧客，経営者の双方にとってますます重要なものとなる．顧客からは，インターネットでは対応できない事項をすばやく解決する窓口として期待される．他方，経営者は，新たな製品・サービスの創出や改善の糸口を掴むため，要望，指摘といった顧客の生の声が集まる情報の宝庫であることを期待する．問合せ対応という旧来のコールセンタの殻に閉じこもっていては，これらの期待に応え，その期待を越える心からの満足を届けることはできない．自らが進んでその殻を破り，培ってきたノウハウを活用できる場を求めてチャレンジし続けてゆくことが何より重要だと考える．このような考えに至った経緯を，筆者が運営するコールセンタでの事例を通じて紹介するとともに，問合せ対応という枠組みを超えたコールセンタの進化について考察する．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"13","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"6","bibliographicIssueDates":{"bibliographicIssueDate":"2014-01-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"1","bibliographicVolumeNumber":"5"}]},"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"},"id":97809,"updated":"2025-01-19T16:46:39.125950+00:00","links":{},"created":"2025-01-18T23:44:13.618778+00:00"}