Customer Service Staff Research Articles

Tietoturvan ja sisällöllisen saavutettavuuden diskurssit pankkialalla

The aim of the study is to find out how banks’ accessibility experts and customer service staff talk about the accessibility and information security of online banking services. The focus is on content accessibility, in which the content of the communication is understandable and easy to adopt. Research material was collected from accessibility experts and customer service representatives through interviews and a survey. Discourse analysis is used as a method of analysis. The results of the study show that content accessibility and information security are approached through equality, the bank’s reputation, and the security of services. As a conclusion of the study, it can be stated that information security offers a concrete perspective on content accessibility and emphasizes that it is an advantage for the bank to meet more than the minimum accessibility requirements in its online banking services, whereby the meaning of the language used in the content of the services is emphasized.

Service quality improvement strategies of online car-hailing based on SPC-PCN method

Online car-hailing service is practicing the concept of sharing, bringing new energy and convenience to the transportation market. However, with its rapid development, service issues have become increasingly prominent, and improving service quality is the key to the sustainable growth of the online ride-hailing industry. Microblog, as a major online platform for gathering public views, have become one of the significant media for publishing and disseminating information nowadays, which also contains numerous views of online taxi users on online taxi services. Aiming at the deficiency of online car-hailing service under microblog public opinion, this paper integrates Service Profit Chain (SPC) and Process Chain Network (PCN) from the perspective of service management. Firstly, a crawler program is used to collect the Internet Word of Mouth data related to online taxi. Then, a BERT text classification model is constructed to roughly classify the data, and the accuracy of this model is tested to 94.54 %. Afterwards, layer segmentation is implemented based on SPC and CatBoost. Besides, a series of problems in the current online taxi service, such as poor attitude of drivers, unsafe driving, and inefficient communication with the customer service staff, have been identified by using sentiment analysis and frequent mining methods. Finally, PCN analysis is used to optimize the online taxi service, proposing strategies such as setting a reservation reminder function, building a dynamic feedback mechanism, and establishing a contact point for lost and found items. The new SPC-PCN online taxi service system constructed in this paper is vital for service quality optimization, and can also promote the sustainable growth of the online taxi market.

Occupational exposure to particulate matter and staff sickness absence on the London underground

The London Underground (LU) employs over 19,000 staff, some of whom are exposed to elevated concentrations of particulate matter (PM) within the network. This study quantified the occupational exposure of LU staff to subway PM and investigated the possible association with sickness absence (SA).A job exposure matrix to quantify subway PM2.5 staff exposure was developed by undertaking measurement campaigns across the LU network. The association between exposure and SA was evaluated using zero-inflated mixed-effects negative binomial models.Staff PM2.5 exposure varied by job grade and tasks undertaken. Drivers had the highest exposure over a work shift (mean: 261 µg/m3), but concentrations varied significantly by LU line and time the train spent subway.Office staff work in office buildings separate to the LU network and are unexposed to occupational subway PM2.5. They were found to have lower rates of all-cause and respiratory infection SA compared to non-office staff, those who work across the LU network and are occupational exposed to subway PM2.5. Train drivers on five out of eight lines showed higher rates of all-cause SA, but no dose–response relationship was seen. Only drivers from one line showed higher rates of SAs from respiratory infections (incidence rate ratio: 1.24, 95% confidence interval 1.10–1.39). Lower-grade customer service (CS) staff showed higher rates of all-cause and respiratory infection SA compared to higher grade CS staff. Doctor-certified chronic respiratory and cardiovascular SAs were associated with occupational PM2.5 exposure in CS staff and drivers.While some groups with higher occupational exposure to subway PM reported higher rates of SA, no evidence suggests that subway PM is the main contributing factor to SA. This is the largest subway study on health effects of occupational PM2.5 exposure and may have wider implications for subway workers, contributing to safer working environments.

Chatbots in Health Care: Connecting Patients to Information

Why Is This an Issue?
 
 Artificial intelligence (AI) is increasingly being used in health care settings. Chatbots geared toward patient use are becoming more widely available, but the clinical evidence of their effectiveness remains limited.
 
 What Is the Technology?
 
 AI-based chatbots are computer programs or software applications that have been designed to engage in simulated conversation with humans using humanlike language.
 Chatbots can help humans save time and allow them to focus on more high-level creative or strategic thinking by taking over more routine or repetitive tasks, such as automated customer service chats, appointments, or staff scheduling.
 
 What Is the Potential Impact?
 
 Anyone with access to an internet-enabled computer or a smartphone could use these chatbots to access health information.
 Chatbots can provide patients with 24/7 access to health information, such as symptom assessment, supportive information, medication reminders, or appointment scheduling, allowing access to information when health care providers are unavailable. There appear to be trends toward efficacy and user satisfaction, but the evidence to support the clinical effectiveness of chatbots in health care is still being established.
 Existing health care chatbots are mostly free for patients to access, although some developers and health care providers charge fees to access additional features or content. Some apps may be prescribed to patients by providers. These could be covered by insurance or licensed to health care providers by the developer.
 
 What Else Do We Need to Know?
 
 Ethical and data privacy issues remain top of mind when considering the widespread implementation of chatbots for patient use in health care settings.
 ChatGPT and other AI tools that were not developed specifically for health care do not necessarily provide the level of data privacy that is required of health care information. They are also trained on historical datasets and do not provide responses based on the most current clinical recommendations or health data.
 The development of AI-specific ethical frameworks could facilitate safer and more consistent development of AI tools in health care by preventing the misuse of AI technologies and minimizing the spread of misinformation.
 AI tools still require human oversight in terms of moderation and troubleshooting.

Effect of organizational culture on organizational learning, employee engagement, and employee performance: Study of banking employees in Indonesia

Banking institutions are still interesting to study, as are the problems of their employees. If, in the past, organizational culture was an ideology that was difficult to change, now it is possible to change it due to various economic, social, and political upheavals. This study aims to examine the effect of organizational culture on organizational learning, employee engagement, and employee performance in the banking sphere of Indonesia, involving 215 cashiers, customer service staff, and security guards. Data were analyzed for direct and indirect effects using SEM PLS, with organizational culture as an independent and organizational learning, employee engagement, and employee performance as dependent variables. It was found that organizational culture indirectly affects employee performance through organizational learning and employee engagement, which produced the most significant effect. This serves as evidence that the administration of personnel in the banking sector must be carried out comprehensively, taking into account the needs of employees and adjusting to organizational needs and capabilities. This study can serve as a valuable point of reference for similar research by providing variations to respondents based on age, bearing in mind that the requirements of employees in the current generation are different from previous generations.

65 The Adverse Health Effects of Exposure to PM2.5 on the London Underground

Abstract Transport for London (TfL) employed 36,506 staff between 2014 and 2019, 22,202 worked within the London Underground (LU). Employees were regularly exposed to PM2.5 concentrations 15-fold higher than those found above ground in London. However, PM2.5 in the LU differs in physical and chemical characteristics relative to outdoor air, and the health impacts are largely unquantified. This project aims to quantify LU PM exposure of staff and measure its impact on cardiorespiratory sickness absence. A job exposure matrix was developed to model TfL employee PM2.5 exposure based on their jobs. Measurement campaigns were deployed across the LU network to validate and revise staff PM2.5 exposure, which was then linked to sickness absence records. Poisson models were developed to explore the relationship with cardiorespiratory sickness absence. PM2.5 exposure of customer service staff varied depending on their grade and tasks they undertake. Concentrations ranged from 2 to 138 µg/m3 in the offices and 3 to 1,036 µg/m3 on the platforms. Drivers’ PM2.5 exposure was dependent on the line they worked on and the amount of time the train spent underground. Drivers have the highest PM2.5 exposure (median: 130 µg/m3) among all TfL staff and the highest mean number of all-cause (6.7) and respiratory (1.5) sickness absence episodes. This is the largest study to quantify LU PM exposure and the associated health effects within a London occupational cohort. It will contribute to a safer working environment for staff and to a better understanding of the potential health impact on the commuting population.

Voice Outcomes of Straw Phonation Exercises for Telephone Customer Service Staff

This study aimed to investigate the effectiveness of a straw phonation exercise program in preventing voice problems in telephone customer service staff. Prospective study. Twenty-eight participants with no obvious voice problems were placed into two groups: the experimental (n=13) and control (n=15) groups. The experimental group received voice hygiene instructions and participated in a 3-week straw phonation exercise program, while the control group only received voice hygiene instructions. The acoustic parameters and Mandarin Chinese version of the Vocal Fatigue Index (CVFI) scores were statistically analyzed before training, immediately after training, followed up one and 3 months after training. The results showed that speaking fundamental frequency (SF0), shimmer, and cepstral peak prominence (CPP) of the experimental group improved immediately after the straw phonation exercise program, and shimmer of the experimental group after training was also significantly lower than that of the control group. A higher SF0 and lower shimmer were noted in the experimental group during the follow-up phase, whereas factors 1 (voice load and fatigue) and 2 (physiological symptoms) of the CVFI did not differ significantly until the third month after training. The study results suggest that the straw phonation exercise program can help telephone service staff to establish an appropriate speaking pitch and prevent voice fatigue.

Voice Response Questionnaire System for Speaker Recognition Using Biometric Authentication Interface

The use of voice to perform biometric authentication is an important technological development, because it is a non-invasive identification method and does not require special hardware, so it is less likely to arouse user disgust. This study tries to apply the voice recognition technology to the speech-driven interactive voice response questionnaire system aiming to upgrade the traditional speech system to an intelligent voice response questionnaire network so that the new device may offer enterprises more precise data for customer relationship management (CRM). The intelligence-type voice response gadget is becoming a new mobile channel at the current time, with functions of the questionnaire to be built in for the convenience of collecting information on local preferences that can be used for localized promotion and publicity. Authors of this study propose a framework using voice recognition and intelligent analysis models to identify target customers through voice messages gathered in the voice response questionnaire system; that is, transforming the traditional speech system to an intelligent voice complex. The speaker recognition system discussed here employs volume as the acoustic feature in endpoint detection as the computation load is usually low in this method. To correct two types of errors found in the endpoint detection practice because of ambient noise, this study suggests ways to improve the situation. First, to reach high accuracy, this study follows a dynamic time warping (DTW) based method to gain speaker identification. Second, it is devoted to avoiding any errors in endpoint detection by filtering noise from voice signals before getting recognition and deleting any test utterances that might negatively affect the results of recognition. It is hoped that by so doing the recognition rate is improved. According to the experimental results, the method proposed in this research has a high recognition rate, whether it is on personal-level or industrial-level computers, and can reach the practical application standard. Therefore, the voice management system in this research can be regarded as Virtual customer service staff to use.

Customer Service Management Practices of Tagum Water District: A Case Study

This study identified the Customer Service Management (CSM) practices of Tagum Water District (TWD) from the perspective of its customers and customer service personnel as to how TWD responded and addressed the customers inquiries, requests, and complaints. The Evolution of Customer Service by Blake Morgan serves as the foundation for the study's theoretical framework. Focus groups and in-depth interviews were used to get the data. The findings showed that although both customers and customer service staff agreed that TWD practices good customer service, they also encountered some issues and challenges when processing transactions, such as limited channels for disseminating information and constrained access to its customer service. Thus, it is recommended to provide innovations on its practices that the technology offers to keep up with the evolving needs of its both internal and external customers.

ASSOCIATION RULE MINING UNTUK PROMO WHATSAPP BLAST PADA PRODUK ACE HARDWARE JAMBI PRIMA MALL

Customer service staff at the Ace Hardware Jambi Prima Mall company with one of their jobs is to manage customer databases that are used for marketing strategies, one of which is whatsapp blast, but the customer database is not widely managed, therefore the purpose of this data mining analysis thesis report is to use association rules on the method a priori to describe promos addressed to customers based on shopping history. Association rules were formed with the help of the weka tools through a case study of promotional facilities at Ace Hardware Jambi Prima Mall, the development of this website application using the PHP programming language and the phpMyAdmin database. Weka tools are used for the process of finding the best association rules from training data or customer transaction data and the website application is used to display promo predictions from the results of association rules on weka tools. The inputs needed in this application are customer data, transaction data, product data and promo data with a promo prediction process and whatsapp blast status. From the input and the previous process, it will generate reports or customer outputs who will get promos based on shopping history.

Judging the emotional states of customer service staff in the workplace: A multimodal dataset analysis.

Emotions play a decisive and central role in the workplace, especially in the service-oriented enterprises. Due to the highly participatory and interactive nature of the service process, employees' emotions are usually highly volatile during the service delivery process, which can have a negative impact on business performance. Therefore, it is important to effectively judge the emotional states of customer service staff. We collected data on real-life work situations of call center employees in a large company. Three consecutive studies were conducted: first, the emotional states of 29 customer service staff were videotaped by wide-angle cameras. In Study 1, we constructed scoring criteria and auxiliary tools of picture-type scales through a free association test. In Study 2, two groups of experts were invited to evaluate the emotional states of customer service staff. In Study 3, based on the results in Study 2 and a multimodal emotional recognition method, a multimodal dataset was constructed to explore how each modality conveys the emotions of customer service staff in workplace. Through the scoring by 2 groups of experts and 1 group of volunteers, we first developed a set of scoring criteria and picture-type scales with the combination of SAM scale for judging the emotional state of customer service staff. Then we constructed 99 (out of 297) sets of stable multimodal emotion datasets. Based on the comparison among the datasets, we found that voice conveys emotional valence in the workplace more significantly, and that facial expressions have more prominant connection with emotional arousal. Theoretically, this study enriches the way in which emotion data is collected and can provide a basis for the subsequent development of multimodal emotional datasets. Practically, it can provide guidance for the effective judgment of employee emotions in the workplace.

Otologic symptoms and hearing thresholds among a cohort of call center operators in Lagos

BackgroundThe call center operation jobs are becoming a global phenomenon. The use of headphones for 7 to 9 h daily with varying noise level exposure is quite common among call center operators. This can cause structural and/or functional changes in the auditory system. Researchers have arrived at different conclusions regarding the risks associated with prolonged headphone usage. This study aimed to evaluate the risk of hearing changes and the range of otologic symptoms among call center operators in Lagos State, Nigeria.MethodsThis is a prospective cross-sectional study carried out on 90 call center operators (customer service staff) and 90 administrative staff (controls) aged 18 to 40 years working in two call centers affiliated to different private establishments in Lagos State. Their biographic data, work information, and otologic/non-otologic symptoms developed with the commencement of the job were obtained with a self-administered structured questionnaire. After otoscopic examination, diagnostic pure tone audiometry (PTA) was carried out before and after the work shift.ResultsThe most commonly reported symptoms among the call center operators were headache, tinnitus, and vertigo. Symptoms were noted as early as 3 months into the job in 20 (24.7%) call center operators. The pre-shift and post-shift mean PTA of the call center operators were normal bilaterally and comparable to the controls. There was an elevation of low frequency (500 Hz) mean PTA of > 30 dB in both the call center operators and the controls. The mean PTA average for the call center operators’ pre-shift and post-shift were 25.4 ± 8.2 and 25.6 ± 8.1 in the right ear, 24.8 ± 8.5 and 24.7 ± 8.9 in the left ear, 25.9 ± 7.8 and 24.7 ± 7.8 right and left ears for the control. There were no statistically significant differences between the call center operators’ pre-shift and the controls’ hearing thresholds, and the pre-shift and post-shift hearing thresholds of the call center operators at all frequencies and in both ears.ConclusionOtologic and non-otologic symptoms arise from prolonged headphones usage among call center operators. No hearing damage or headphone noise-induced hearing loss was recorded in the call center operators in this study.

Customer Satisfaction with Customer Care Service Quality at Baoviet Life Corporation, Vietnam

Based on relevant theoretical bases and through conducting qualitative research to build a research model with a customer care service quality scale including 22 descriptive variables for 5 components of service quality. Customer service, that is: physical facilities, reliability, assurance, response, empathy; customer satisfaction scale for customer service. The result has 159 valid samples. The results of the linear regression analysis between the independent variable which is 5 components of customer service quality and the dependent variable which is customer satisfaction show that all 5 components have a positive relationship. Accordingly, the tangible component has the strongest impact, followed by the trust component and finally the feedback component. Based on this result, the research team has identified the shortcomings and proposed solutions such as: Building uniform policies, remuneration as well as sanctions for agents; Develop customer care regulations for agents; improve the capacity of customer service staff or improve customer support.

Analisis Etos Kerja Dewan Pengawas Syariah (DPS) Terhadap Pengawasan Produk Deposito Dan Rahn di Bank Muamalat Cabang Sumbawa

This research is a field research using qualitative methods and literature review (Library Research). The data used in this study: (1) Primary data was obtained through interviews with the Sharia Supervisory Board, Funding Officer, Customer Service, Teller and Pawn Staff, Head of General and Personnel Division. (2) Secondary data is obtained from books and journals related to research problems. After the data obtained in the field through interviews are collected and then analyzed using a qualitative descriptive method (a form of description of the subject being observed) then the discussion is concluded deductively, namely drawing conclusions from general questions to specific questions. The results of the study found that (1) the Supervision Mechanism of the Sharia Supervisory Board at Bank Muamalat Cab. Sumbawa has carried out its duties according to the mechanism of the Sharia Banking Law No. 21 of 2008 concerning Sharia Banking Chapter V part three article 32 paragraph 3 and Bank Indonesia Circular No. 15/22 DPbs Jakarta, 27 July 2013 (2) Practice of supervision of the Sharia Supervisory Board at Bank Muamalat Cab. Sumbawa on Deposit and Rahn products in terms of supervision in Sharia Management that supervision carried out by DPS rights has limited authority this is not in accordance with the concept of supervision in sharia management that good supervision is carried out by a leader who has the authority to determine policies while supervision is carried out DPS does not have the right and authority as a leader.

Self-advocacy with retailers by people with complex communication needs

Purpose: The researchers aimed to discover what might prevent people with complex communication needs (CCNs) from making complaints if they experienced social exclusion in the retail environment. Method: Qualitative research methods were used to gather data from two groups of participants: adults with CCN and retail customer service staff. Seven adults who used speech-generating devices (SGDs) and who shopped independently were interviewed about their perceptions of retail customer service communication. Nine retail customer service staff were interviewed about their communication with customers with disability. Analysis using grounded theory provided insights into experiences of people with CCN. Result: All participants with CCN had experienced being ignored, patronised and excluded when shopping but faced barriers that prevented them from complaining. Those who did complain exhibited strong self-esteem. Conclusion: Participants with CCN experienced social exclusion because customer complaint mechanisms were inaccessible. Retailers and government agencies monitoring inclusion, as well as speech-language pathologists and disability advocates, place insufficient emphasis on retail communication as a vehicle for social inclusion. The researchers recommend strategies to strengthen self-advocacy by people with CCN and systemic changes to improve accessibility of complaints procedures in the retail sector.

SISTEM INFORMASI CUSTOMER HISTORY PADA ACE HARDWARE JAMBI PRIMA MALL

The customer service staff at the Ace Hardware Jambi Prima Mall company with one of the job desks is managing the customer database used for marketing strategy, the customer database management is not effective because it still uses the manual method from the desktop application at the company by typing into Microsoft Excel. The purpose of this Customer History Information System practical work report is to make the effectiveness of the work of customer service staff to manage customer databases using case study research methods, developing this website application using the PHP programming language and the phpMyAdmin database. The pages in this application are input, process, and output, for the input needed in this application is customer data and transaction data with promo blast data processing then WhatsApp blast status. Which of the previous inputs and processes will produce reports or outputs of customers who have registered as members or have not become members, how many according to the selected period, as well as transaction data and other processes from research conducted to make it easier for customer service staff to manage the data.

A communication procedure between community pharmacists and primary care professionals resolves medication errors and other administrative issues.

The aim of this study was to implement a communication procedure, with agreed-upon protocols, to resolve daily medication errors and other administrative issues that require communication between community pharmacists (CPs) and primary healthcare professionals (PHCPs). A 6-month pilot study followed by a year-length principal study was carried out in the Donostialdea Integrated Healthcare Organisation (IHO). Afterwards, the project was extended to other IHOs. The CPs identified medication errors or other administrative issues that required communication with PHCPs, contacting the customer service staff by telephone for urgent problems and by email for non-urgent problems. In total, 49 community pharmacies participated in the study. A total of 1179 medication errors and other administrative issues were detected, and over 90% of problems were solved in less than 24 h (n = 1079, 91.5%). Email was the more frequently used communication method (n = 874, 74.1%), and the most prevalent problems were due to absent (n = 766, 65.0%) and expired (n = 226, 19.2%) electronic prescriptions. Most of the participants were satisfied with the programme. The present communication procedure between CPs and PHCPs is an efficient tool to resolve a variety of challenges that occur in community pharmacies.

Stakeholder Participation in Growing Spirit of Saving for Children in Beji Timur, Depok

In line with the Indonesian money-saving campaign, community service activities were carried out to foster interest in money-saving among kindergarten students in Beji Timur, Depok. These activities had been carried out since the end of March and ended in June 2021 as the culmination of the theme “Ayo Menabung”(let's save money), with the target audience of Raudhatul Athfal Toufiqurrahman students. The community service partner was BRI Agroniaga Depok Branch which provided facilities for opening student saving accounts and sponsoring other educational activities. A total of 32 saving accounts had been realized, and in June 2021, the peak of the “Ayo Menabung” event was held in the form of the practice of money deposit in a bank. Each student has an account opened with an initial deposit of IDR.20,000, then in the practice of saving, each student was given IDR.200,000 to be deposited in their accounts. During the evaluation period, another IDR.30,000 was added, so that each student had a total saving of IDR.250,000. As a continuation, the children would maintain their savings account independently, facilitated through a pick-up service from the bank, supported by motivation from parents and teachers to keep the children's consistency in saving money. Because it was still in a pandemic situation, bank tellers or customer service staffs would come to school to serve the children practicing money deposit. Through this community service, the children got new knowledge about banking and the benefits of savings. In addition, it also provided financial knowledge to the parents and teachers. There was almost no significant problem in the implementation of the service activities, except for the constraints more related to the Covid-19 pandemic so that there was a necessary extra effort for activities to coordinate related parties. The commitment and participation of stakeholders in information dissemination and actualization of student money-saving practices can foster a culture of money-savings while the collaboration creates a mechanism to ensure sustainable money-saving habit among children.

Scene Understanding Technology of Intelligent Customer Service Robot Based on Deep Learning

As a value-added service that improves the efficiency of online customer service, customer service robots have been well received by sellers in recent years. Because the robot strives to free the customer service staff from the heavy consulting services in the past, thereby reducing the seller’s operating costs and improving the quality of online services. The purpose of this article is to study the intelligent customer service robot scene understanding technology based on deep learning. It mainly introduces some commonly used models and training methods of deep learning and the application fields of deep learning. Analyzed the problems of the traditional Encoder-Decoder framework, and introduced the chat model designed in this paper based on these problems, that is, the intelligent chat robot model (T-DLLModel) obtained by combining the neural network topic model and the deep learning language model. Conduct an independent question understanding experiment based on question retelling and a question understanding experiment combined with contextual information on the dialogue between online shopping customer service and customers. The experimental results show that when the similarity threshold is 0.4, the method achieves better results, and an F value of 0.5 is achieved. The semantic similarity calculation method proposed in this paper is better than the traditional method based on keywords and semantic information, especially when the similarity threshold increases, the recall rate of this paper is significantly better than the traditional method. The method in this article has a slightly better answer sorting effect on the real customer service dialogue data than the method based on LDA.

KOMBINASI METODE SAP, STUDI KASUS, SIMULASI KONDISI SEBAGAI INOVASI PROGRAM PELATIHAN UNTUK MENINGKATKAN KINERJA SDM DI BANK BAPAS 69 MAGELANG

The goal is to describe human resources training conducted in PD. BPR BANK BAPAS 69 Magelang. In this study the writers employed the qualitative method of applying data collection techniques by observation and interview. The determined source used in this study is an overwhelmingly sampling technique. The branch head, the cashier, customer service, credit analysis or banking staff that are the informants in the study. In this study writers used triangulation techniques to test data's accuracy and validity.The results showed that the method used was less effective, where the training process for employees used the seminar method and little practice. The author proposes innovations in HR training methods that can be applied by PD. BPR Bank Bapas 69 Magelang to support the effectiveness of the training program being held. The program innovation that can be proposed by the author is the implementation of SAP Success Factors Continuous Performance Management (CPM) which is software on gadgets managed by HR to facilitate the provision of guidance and coaching for employees and coaches combined with programs, namely solving case studies and simulation of work-related conditions. It is hoped that this will provide better outcomes in increasing the productivity and performance of human resources than just a colloquy.