{"metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00097810","sets":["6394:7388:7390"]},"path":["7390"],"owner":"13","recid":"97810","title":["コンタクトセンタ運用効率化の取り組み"],"pubdate":{"attribute_name":"公開日","attribute_value":"2014-01-15"},"_buckets":{"deposit":"3a22a978-cdee-4c6b-81ea-252d823604f4"},"_deposit":{"id":"97810","pid":{"type":"depid","value":"97810","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"コンタクトセンタ運用効率化の取り組み","author_link":["549517"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"コンタクトセンタ運用効率化の取り組み"}]},"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":"(株) 東京海上日動コミュニケーションズ"}]},"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/97810/files/IPSJ-DP0501005.pdf","label":"IPSJ-DP0501005"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0501005.pdf","filesize":[{"value":"1.2 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":"1fdbb63e-76c1-44d3-ac96-d3b8375d8a86","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":"田口, 浩"}],"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":"コンタクトセンタの企業貢献には,顧客との良好な関係を構築し,顧客ロイヤルティ向上により企業の売上を維持・増加させるだけでなく,運用の効率化や生産性の向上により,運用コストを削減し,利益の最大化を図ることでも企業貢献が可能となる.売上の向上を担うコールセンタでも,企業の利益の最大化のためには運用の効率化は必要である.運用の効率化を行うためには,管理指標を活用した高度なマネージメント能力が必須となる.コールセンタの効率化のために,指標管理をどのように活用するべきか,事例をもとに解説を行う.","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"25","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"14","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":97810,"updated":"2025-01-19T16:46:34.610313+00:00","links":{},"created":"2025-01-18T23:44:13.667552+00:00"}