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	<title>Systems-Centered Training</title>
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		<title>Critical theory and post colonialism</title>
		<link>http://www.systemcentered.com/critical-theory-and-post-colonialism</link>
		<comments>http://www.systemcentered.com/critical-theory-and-post-colonialism#comments</comments>
		<pubDate>Sat, 22 Oct 2011 13:04:42 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Theory]]></category>
		<category><![CDATA[colonialism]]></category>
		<category><![CDATA[Critical]]></category>
		<category><![CDATA[post]]></category>
		<category><![CDATA[Theory]]></category>

		<guid isPermaLink="false">http://www.systemcentered.com/critical-theory-and-post-colonialism</guid>
		<description><![CDATA[The Critical Theory of the Frankfurt School is a critique of capitalism, its appropriation of the surplus value collective, and every aspect of our modern society. It provides a better understanding to present social conditions, how these conditions evolved, how they are transformed, how they interact with each other, what laws govern their transformation, and [...]]]></description>
			<content:encoded><![CDATA[<p>The Critical Theory of the Frankfurt School is a critique of capitalism, its appropriation of the surplus value collective, and every aspect of our modern society. It provides a better understanding to present social conditions, how these conditions evolved, how they are transformed, how they interact with each other, what laws govern their transformation, and how they maintain their validity. This complex task is achieved through a multi-discipline approach that combines perspectives drawn from many different fields of study. These fields include economical, historical, philosophical, political, psychological, and sociological studies. However, this does not mean that the Critical Theory is limited to only these fields. Contrary to the belief of many scholars, the Critical Theory is self-reflective in its nature and value driven. The ultimate goal of the Critical Theory is to transform our present society into a just, rational, humane, and reconciled society. The Critical Theory has several basic tasks, but is not limited to only these tasks, which are all equally important in our present historical situation. Some of the tasks of the Critical Theory are:</p>
<p>To promote a diversified education for all individuals in order to steer them away from over-specialization. This will create individuals with strong mental faculties who will be able to think critically about the forces that affect their daily lives.<br />
To create a social balance between the personal autonomy of the individual and universal solidarity of the collective.<br />
To promote revolution against all forms of discrimination including those based on sex, sexual orientation, race, and religious belief.<br />
To preserve the good moral values that promote universal solidarity and will help bring about a more just, humane, rational, and reconciled society.</p>
<p> </p>
<p>Critical theory has two goals: to bring to consciousness the awareness of capitalist exploitation and bureaucratic domination; and to create a popular demand for liberation&#8211;a demand, desire, and need for a better world. Critical theory is critical in two senses: it brings to our consciousness oppression of which we may or may not have been aware, and it calls for &#8220;criticism of life&#8221; to resist and change the existing system of domination and exploitation. Some versions of Marxism are critical theory and some are not: other theories are used critically from time to time such as phenomenology, psychoanalysis and existentialism.</p>
<p>In Herbert Marcuse&#8217;s analysis of the Economic and Philosophical Manuscripts of 1844, the connections between the Frankfurt School&#8217;s critical theory and the Hegelian humanism of Marx are perhaps most clear. It is also clear from this exposition by Marcuse that the old Marx who wrote Capital and is the scientist and economist par excellence, developed his scientific categories for the analysis of capitalism from philosophical foundations.</p>
<p>According to Herbert Marcuse (1973), the critical theory of the young Marx already contained revolutionary pr axis- &#8220;The theory in itself is a practical one; pr axis does not only come at the end but is already present in the beginning of the theory.&#8221; Pr axis is the philosophical basis of the theory presented by Marx, which includes a demand for the overthrow of the capitalist social relationships involved in production (like wage work and capitalist investment and profit) by an economic and political struggle of the working class (people who work for wages or salary).</p>
<p>The critical theory of Marx implies much more than just a political revolution, and certainly it does not imply an authoritarian tyranny of state capitalism. It does imply a revolution in the very being of humankind. Marcuse quotes Marx as follows: (1973:5):</p>
<p>&#8220;This communism &#8230; is the genuine resolution of the conflict between man and nature and between man and man&#8211;the true resolution of the strife between existence and essence, between objectification and self-confirmation, between freedom and necessity, between the individual and the species. Communism is the riddle of history solved, and it knows itself to be this solution.&#8221;</p>
<p>Marx criticized the categories of political economy because those categories were posed as the &#8220;scientific&#8221; explanation of the economy which exploited and oppressed people through forced wage labor, economic exploitation, and the com modification of social relationships into exchange relationships. Capitalist economic relations required misery, hunger and toil. The oppression that people feel in capitalist society is not caused by naturally-given &#8220;laws&#8221; of capitalism which can be discovered scientifically, but by political and social structures which were created by human beings. What humans have created, humans can change, not simply &#8220;discover.&#8221;According to Herbert Marcuse (1973:5-6):</p>
<p>&#8220;This kind of political economy scientifically sanctions &#8216;L-,he perversion of the historical/social world of man into an alien world of money and commodities; a world which confronts him as a hostile power and in which the greater part of humanity ceases to be anything more than abstract&#8217; workers (torn away from the reality of human existence), separated from the object of their work and forced to sell themselves as a commodity.&#8221;</p>
<p>Attempting to follow Marx&#8217;s methodology in criticizing the &#8220;Natural Laws&#8221;of capitalism, the critical theory of society conceives of itself as critique (Howard, 1971). Rather than accepting the categories of social being as they exist in the East or West, critical theory posits the possibility and potential of a freedom which has yet to be realized.</p>
<p>Both positivist sociology and classical political economy are grounded in a faith in the scientific method, or in the &#8220;epistemic&#8221; of Western rationalism (Foucault, 1970). The critical theory of society, as a moment of self-reflection of western culture, achieves its most progressive intellectual insight with its criticism of the Enlightenment (Goldman, 1971), and of the Western concept of reason and rationality from which scientific ideology develops (Marcuse, 1964). The advances of technology and science have themselves undermined the humanistic roots of science. Science and technology are today &#8220;alien creations&#8221; out of popular control or understanding. They are ideology&#8211;the new God which, combined with the State&#8217;s power, appears to be &#8220;omnipotent, omnipresent, and omniscient&#8221; like the God of Moses. The social sciences, in an attempt to appear as powerful and true as science and technology, have attempted to adopt their methods and rules of verification. By developing a philosophical critique of science, critical theory unravels a hidden essence of capitalism&#8211;the system of &#8220;rational&#8221; domination. Below are the three main examples of critical theories:</p>
<p>DEPENDENCY THEORY</p>
<p>The debates among the liberal reformers (Prebisch), the Marxists (Andre Gunder Frank), and the world systems theorists (Wallerstein) were vigorous and intellectually quite challenging. There are still points of serious disagreements among the various strains of dependency theorists and it is a mistake to think that there is only one unified theory of dependency. Nonetheless, there are some core propositions which seem to underlie the analyses of most dependency theorists.</p>
<p>Dependency can be defined as an explanation of the economic development of a state in terms of the external influences&#8211;political, economic, and cultural&#8211;on national development policies (Osvaldo Sunkel, &#8220;National Development Policy and External Dependence in Latin America,&#8221; The Journal of Development Studies, Vol. 6, no. 1, October 1969, p. 23). Theotonio Dos Santos emphasizes the historical dimension of the dependency relationships in his definition:</p>
<p>[Dependency is]&#8230;a historical condition which shapes a certain structure of the world economy such that it favors some countries to the detriment of others and limits the development possibilities of the subordinate economics&#8230;a situation in which the economy of a certain group of countries is conditioned by the development and expansion of another economy, to which their own is subjected (Santos, 1971, p.226)</p>
<p>There are three common features to these definitions which most dependency theorists share. First, dependency characterizes the international system as comprised of two sets of states, variously described as dominant/dependent, center/periphery or metropolitan/satellite. The dominant states are the advanced industrial nations in the Organization of Economic Co-operation and Development (OECD). The dependent states are those states of Latin America, Asia, and Africa which have low per capital GNP&#8217;s and which rely heavily on the export of a single commodity for foreign exchange earnings.</p>
<p>Second, both definitions have in common the assumption that external forces are of singular importance to the economic activities within the dependent states. These external forces include multinational corporations, international commodity markets, foreign assistance, communications, and any other means by which the advanced industrialized countries can represent their economic interests abroad.</p>
<p>Third, the definitions of dependency all indicate that the relations between dominant and dependent states are dynamic because the interactions between the two sets of states tend to not only reinforce but also intensify the unequal patterns. Moreover, dependency is a very deep-seated historical process, rooted in the internationalization of capitalism. Dependency is an ongoing process:</p>
<p>Latin America is today, and has been since the sixteenth century, part of an international system dominated by the now-developed nations&#8230;. Latin underdevelopment is the outcome of a particular series of relationships to the international system</p>
</p>
<p>Post-structuralists Marxism, or post-Marxism, is a theoretical</p>
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		<title>Call Center Performance Resolutions</title>
		<link>http://www.systemcentered.com/call-center-performance-resolutions</link>
		<comments>http://www.systemcentered.com/call-center-performance-resolutions#comments</comments>
		<pubDate>Mon, 17 Oct 2011 13:41:33 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Training]]></category>
		<category><![CDATA[call]]></category>
		<category><![CDATA[center]]></category>
		<category><![CDATA[Performance]]></category>
		<category><![CDATA[Resolutions]]></category>

		<guid isPermaLink="false">http://www.systemcentered.com/call-center-performance-resolutions</guid>
		<description><![CDATA[Call center units across the globe have to come out and deliver something spectacular to keep bagging  telemarketing projects. As of now, the importance of quality has far exceeded that of cost. Business firms are willing to pay some extra money if they get the quality that they are looking for. That is why hiring [...]]]></description>
			<content:encoded><![CDATA[<p>Call center units across the globe have to come out and deliver something spectacular to keep bagging  telemarketing projects. As of now, the importance of quality has far exceeded that of cost. Business firms are willing to pay some extra money if they get the quality that they are looking for. That is why hiring cheap labor at customer service, something that third world call centers regularly do, is strictly ruled out. Every BPO wanting to get ahead needs experienced and qualified manpower to get the job done. From the hiring stage to the training, they need to exercise certain standards and parameters. Unless they do that, the projects will suffer and that will hinder their chances of progress in the near future.</p>
<p> </p>
<p>If you are planning to have call center resolutions this year, start off with one for maintaining security. BPO data theft is now as common as the complaints at the customer service desk! Every other day you come across data thefts and misuse of customer&#8217;s data. As a call center services provider, keeping your data safe and secure falls under your responsibility zone. You have to be responsible about the lead generation lists and information that business firms share with you. Sometimes the phone numbers and email addresses that you will tap are provided by the clients. In such cases, any illegitimate use of the data reflects poorly on the call center. That will get you black-listed and business firms will shy away from hiring your telemarketing services.</p>
<p>          ]]&gt;</p>
<p> </p>
<p>Let&#8217;s take a look at the customer service desk. There are plenty of things that you can do here! But primarily, your call center agents need to know the customers. Telemarketing can be an easier job when you know that the customer is thinking about. The insight into the buyer&#8217;s mind can only happen when you are careful about observing trends when they are visible. Outbound call center agents can learn a lot from the reactions and feedback of the callers they tap while cold calling. The feedback can be used as market survey data to place the products at better demographic pockets. The active BPO service provider can get in touch with the manufacturers and share their surveys with them. These little aspects of call center services will set you apart from the others in the arena. Very soon people will begin to recognize the novelty of what you do.</p>
<p> </p>
<p>No call center resolution is complete without a reiteration that there is a strong need for call center training and coaching in call centers. If you are planning to take your BPO on the path of quality-based call center services, you will have to ensure that the employees and agents working for you know the telemarketing projects inside out. You will do well to keep extended sessions at the training room so that people are well aware of their jobs and how they contribute to the bigger picture. Training sessions make agents and employees comfortable about their work. You can also introduce new business process outsourcing technology when you have extensive training sessions.</p>
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		<title>Get Your Small Companions trained with Dog Training Houston</title>
		<link>http://www.systemcentered.com/get-your-small-companions-trained-with-dog-training-houston</link>
		<comments>http://www.systemcentered.com/get-your-small-companions-trained-with-dog-training-houston#comments</comments>
		<pubDate>Wed, 12 Oct 2011 12:45:58 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Training]]></category>
		<category><![CDATA[Companions]]></category>
		<category><![CDATA[Houston]]></category>
		<category><![CDATA[Small]]></category>
		<category><![CDATA[trained]]></category>
		<category><![CDATA[training]]></category>

		<guid isPermaLink="false">http://www.systemcentered.com/get-your-small-companions-trained-with-dog-training-houston</guid>
		<description><![CDATA[Everyone loves to have pets in their homes especially puppies. It can be difficult to control the aggressive nature of some dogs like chewing, digging and other intolerable activities. Don&#8217;t feel irritated with the habits of the dogs because proper training can make them obedient. Dogs are enjoyable companions and obedience-training can makes them much [...]]]></description>
			<content:encoded><![CDATA[<p>Everyone loves to have pets in their homes especially puppies. It can be difficult to control the aggressive nature of some dogs like chewing, digging and other intolerable activities. Don&#8217;t feel irritated with the habits of the dogs because proper training can make them obedient. Dogs are enjoyable companions and obedience-training can makes them much better behaved. Excellent Dog training in Houston is offered to your pets to make them obedient and polite. Training classes are offered to your new dog for improving the interactive and obedient nature of your new small friends. Houston Dog Training centers train the dogs to learn good manners and to obey the dog owners. How nice it will be if your dog shows a polite greeting when guests enter your home? They will be impressed with the nature of your pet.</p>
<p>Trained dogs to obey the commands of the dog owners, accompaniy you to your friends&#8217; and relatives&#8217; houses, play with kids and more fun. It is so easy to train your dog, no matter what its age is, its normal behaviors like biting, chewing and other irritating activities are changed and your little companion will be made adjustable to live in any environment. If your dog is trained in the right way with Dog Obedience Training Houston, not only the behavior problems are solved but your dogs will also learn activities like swimming and other sports. Such centers provide the dogs the comfortable environment for training and encourage them to learn good activities in little time. Large play areas and places for training with all facilities are available in these centers for your loved ones to get trained comfortably. All necessary amenities with quality rooms for stay are offered to the pets and so they would feel as if they are at home.</p>
<p>Experienced training staff of dog training centers takes care of your dogs with balanced food and regular exercises both physically and mentally for them to get trained effectively. Centers providing Dog Training Houston offers training programs for the dog owners also to get known to the psychological nature of the dogs. This would be helpful for you to making your dogs obedient in homes. Any breeds whether small puppy or adult dogs, these training centers could train your pets with knowledge and obedience.</p>
<p>Essential care and attention is given to the dogs with high standard training classes. What fun it would be if your dog obeys your commands? Don&#8217;t you feel happy if it plays with you? Houston Dog Obedience Training makes these possible along with training of many more activities. Your kids will be surprised with the way your puppy plays with them. Get rid of the aggressive habits of your lovable companions. Enjoy the fun with your new little friend.</p>
<p>Find More <a href="http://www.systemcentered.com/category/systems-centered-training">Systems Centered Training Articles</a></p>
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		<title>Challenges of Managing a Bilingual Call Center</title>
		<link>http://www.systemcentered.com/challenges-of-managing-a-bilingual-call-center</link>
		<comments>http://www.systemcentered.com/challenges-of-managing-a-bilingual-call-center#comments</comments>
		<pubDate>Fri, 07 Oct 2011 12:38:38 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Training]]></category>
		<category><![CDATA[Bilingual]]></category>
		<category><![CDATA[call]]></category>
		<category><![CDATA[center]]></category>
		<category><![CDATA[Challenges]]></category>
		<category><![CDATA[Managing]]></category>

		<guid isPermaLink="false">http://www.systemcentered.com/challenges-of-managing-a-bilingual-call-center</guid>
		<description><![CDATA[The Spanish-speaking population in the world exceeds that of English-speaking and their buying power has a significant impact on the global economy. Businesses that manage advertising campaigns to generate interest in what they produce must have a collection center or information contact center to mange customer requests. This applies to organizations; financial services, banks, technology [...]]]></description>
			<content:encoded><![CDATA[<p>The Spanish-speaking population in the world exceeds that of English-speaking and their buying power has a significant impact on the global economy. Businesses that manage advertising campaigns to generate interest in what they produce must have a collection center or information contact center to mange customer requests. This applies to organizations; financial services, banks, technology companies, hotels etc. and they are increasingly relying on the expertise of bilingual call centers. Some of the largest corporations employ bilingual call center facilities to manage the workflow of the internal communication as well.</p>
<p>Professionals involved in managing bilingual call center staffs would agree that they are faced with many challenges. Perhaps, their greatest challenge is managing the workforce. Ensuring efficiency, training employees and having a good turnaround rate requires professionals who are skilled. Attaining this objective requires good planning and skilled execution in all kinds of services.</p>
<p>1. Hiring Spanish staff for bilingual call centers can be more challenging than it appears since most Spanish speakers in U.S are immigrants or first, second or third generation Americans. The challenge this provides in the workplace is that conversations at home are generally colloquial. Speaking to family and friends is very different from conducting a telephonic conversation with a customer. Language and accent problems greatly affect bilingual call center’s success.</p>
<p>          ]]&gt;</p>
<p> 2. Bilingual customer service representatives also encounter other problems in their work environment like use of accurate terminology and phrasing to describe new product features, describe payment options, cross-sell another product etc. Without appropriate training, they often make errors and become frustrated in their conversation with customers. This negatively affects customer’s perception of your company and brand.</p>
<p>3. Spanish conversation between people from different backgrounds sometimes complicates business communication. More than 20 countries in the world speak Spanish using a wide variety of pronunciation, accents, dialects and vocabulary. Often employees and customers misunderstood each other on a certain point.</p>
<p>4. Bilingual employees who interact with Spanish speaking customers must be able to communicate in business Spanish as well as understand the geo-demographic diversity of Hispanics in U.S. Unfortunately, many call centers train their bilingual personnel in English and then require their employees to ‘translate that into Spanish’. Without appropriate in-language training in the specialized vocabulary, these employees are at a disadvantage in communicating with their customers.</p>
<p>Tips</p>
<p>1. Provide your staff/employees with a better understanding of the culture and the geo-demographic diversity of US Hispanics by-</p>
<p> Improving the understanding of the Hispanic culture for those who interact with Spanish-speaking customers Increasing the appreciation of Spanish-speaking people, their roots, tradition, history, cultures and languages Becoming more aware of how the Spanish language is used by US Hispanics. 2. The best way of hiring the qualified Spanish candidates for bilingual call centers is by using language proficiency assessments that tests verbal communication, reading comprehension, writing skills to evaluate the competency of the Spanish speaker.
<p>3. Provide the bilingual employees Business Spanish in-language training serving Hispanic consumers such as vocabulary and industry specific terms and phrases, how to handle difficult customers and techniques to handle the cultural diversity of Spanish speakers in the U.S.</p>
<p>4. It is important for bilingual call center management to stay current on call center news and trends to improve performance. This helps them to plan a customer service program that works for both their employees and customers.</p>
<p>Spanish speakers are becoming a very significant part of workforce and they need to be trained properly in their native language. Providing and achieving quality customer service through bilingual call centers requires a plan, adequate budget, fully trained staffs and appropriate Spanish language training.</p>
<p>Related <a href="http://www.systemcentered.com/category/systems-centered-training">Systems Centered Training Articles</a></p>
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		<title>Effective and Affordable Cisco VOIP Training in Florida</title>
		<link>http://www.systemcentered.com/effective-and-affordable-cisco-voip-training-in-florida</link>
		<comments>http://www.systemcentered.com/effective-and-affordable-cisco-voip-training-in-florida#comments</comments>
		<pubDate>Sun, 02 Oct 2011 13:57:10 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Training]]></category>
		<category><![CDATA[Affordable]]></category>
		<category><![CDATA[Cisco]]></category>
		<category><![CDATA[Effective]]></category>
		<category><![CDATA[Florida]]></category>
		<category><![CDATA[training]]></category>
		<category><![CDATA[VOIP]]></category>

		<guid isPermaLink="false">http://www.systemcentered.com/effective-and-affordable-cisco-voip-training-in-florida</guid>
		<description><![CDATA[Mainly IT users pursue MCSE training after they have gained experience in the industry. This enables them to apply their newly acquired skills in their jobs. The certification is ideal for everyone who wishes to design and implement infrastructure for business solutions in certain installations that use Microsoft Windows platforms. These programs are effort to [...]]]></description>
			<content:encoded><![CDATA[<p>Mainly IT users pursue MCSE training after they have gained experience in the industry. This enables them to apply their newly acquired skills in their jobs. The certification is ideal for everyone who wishes to design and implement infrastructure for business solutions in certain installations that use Microsoft Windows platforms. These programs are effort to enhance the understanding of professionals in various Microsoft technologies and thus this ways they really boost the confidence of the users. One who gets certified with Florida MCSE training programs is able to efficiently analyze the business requirements of the information system of organization and design and implement infrastructure for the same. These training provided to the users through various means. These centers offer on line training courses that are easily accessible through the Internet and provide facilities like study materials, practice exams on line at any time or day, for the convenience of the candidates.</p>
<p>There are various centers which are offering best Cisco VOIP training programs for youths. Florida centers offer online courses or courses by CD or DVD with live support through phone or internet. These courses are ideal for those who cannot travel or live away from larger centers. VOIP ideal candidates are term telephone connectivity combined with networking. Both the networking and communication engineers will be the selected ideal candidates for VOIP training in the VOIP concepts. Businesses that implement Cisco VOIP communications system will be able to make their business more prolific by giving employees the best technology available for communications. There are two types of courses like Vendor and non vendor offered by these centers. These centers offer many useful features as these services are bundled with VOIP service such as a fax line, caller display, call diversion and waiting, and 3-way conferencing etc.</p>
<p>There are various Cisco training centers available for hardware and networking students. These courses offer higher level of knowledge in routers, switches, topology design, Voice over IP networks. There are three levels of training offered by these centers. The three levels of training are associate, professional, and expert. These courses are designed to address the need for more skilled IT professionals. These programs offer enough exposure so that users can find a career in other exciting industries like fashion, law, healthcare, film, editing etc.These centers offer job oriented courses for candidates those want their career in IT sectors. These classes offered different courses such as Data Center Training, Security Training, Network Management Training, Switching and Routing Training etc.</p>
<p>Cisco Certified Internetworking Expert (CCIE) is the best networking certification offered today and the certification itself is not easily achievable. Best CCIE boot camps available for candidates in Florida. These camps offer best study materials and have expert and experienced teachers for courses. Faculties of these centers are highly qualified. These boot camps also offer practical experience with equipments.CCIE boot camp makes users perfect and trained so that they are ready to face the final ordeal. These programs are the perfect option for those candidates who want to be an expert in the world of IT. It is great value addition for those students who already having CISCO certification.</p>
<p>Related <a href="http://www.systemcentered.com/category/systems-centered-training">Systems Centered Training Articles</a></p>
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		<title>Learning And Development Incorporated In Call Centers</title>
		<link>http://www.systemcentered.com/learning-and-development-incorporated-in-call-centers</link>
		<comments>http://www.systemcentered.com/learning-and-development-incorporated-in-call-centers#comments</comments>
		<pubDate>Tue, 27 Sep 2011 12:49:55 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Training]]></category>
		<category><![CDATA[call]]></category>
		<category><![CDATA[Centers]]></category>
		<category><![CDATA[Development]]></category>
		<category><![CDATA[Incorporated]]></category>
		<category><![CDATA[Learning]]></category>

		<guid isPermaLink="false">http://www.systemcentered.com/learning-and-development-incorporated-in-call-centers</guid>
		<description><![CDATA[Learning and development is the most integral and prime part of any call center. Every call center understands and acknowledges the need of an excellent workforce and the foundation of great manpower is built by effective training and coaching. Call centers are aimed to bring solutions and resolutions to grievances and complaints, in such a [...]]]></description>
			<content:encoded><![CDATA[<p>Learning and development is the most integral and prime part of any call center. Every call center understands and acknowledges the need of an excellent workforce and the foundation of great manpower is built by effective training and coaching. Call centers are aimed to bring solutions and resolutions to grievances and complaints, in such a challenging and struggling work model, an excellent and competent training is a must.</p>
<p>The unique work ambience and culture of call center has a unique blend of learning and development process. In the below set of steps we will look into the various steps in call center training.</p>
</p>
<p>Customer service being the core idea of call center training, every step in call center training revolves around building up on skills to offer excellent customer service. Despite of the fact that there are multiple features and attributes that a call center employee needs to be proficient on, the most essential one remains as customer servicing skills. The step assimilates and determines various opportunities and levels of customer service. Analyzing different instances and situations could only help an employee understand and develop on skills to cater to the industry standards.</p>
<p>          ]]&gt;</p>
<p>Customer handling is another desirable aspect in call center employees. The whole essence of call center is incomplete, if you have not experienced proficient handling of customers. There are different set of consumers with different thoughts, desires and expectation. Living up to the expectation of consumer&#8217;s requirement is not possible until one has got equipped with the right blend of learning and development. There is some absolutely indifferent and awkward situation in BPO which seeks in for great expertise. BPO&#8217;s encounter distinct and vivid complaints day in day out and therefore only an excellent training could offer results.</p>
</p>
<p>Proficiency in Voice and Language is another essential need of call center. Global identity of call center needs excellent voice and language skill. Understanding the importance and magnitude of linguistic skills, the learning and development team in call center has a devoted voice and language program. The program makes sure that the employees are endowed with skills and expertise to comprehend and counter queries.</p>
</p>
<p>Questioning and listening are the two main artifices of call center that helps in exploring and venturing call center issues appropriately. Participation of an employee in a conversation is not complete until questioning and listening is followed. Proper questioning helps in digging down the issue and determining where the solution lies. Active listening is equally important in making a call deliver results.</p>
</p>
<p>Technical proficiency being a provisional requirement of call centers, it stands secondary. Technical proficiency is reliant on the type of call center however for call centers with technical processes, technical training is a must. A comprehensive and stepwise technical training is offered to call center employees. Although call centers employees are also furnished with different documentation and content on technical aspects. A firm knowledge and understanding is also a must and thus technical proficiency training is an imperative part for call centers.</p>
<p>Hope so, all the above mentioned points do help our readers to understand the call center learning and development process.</p>
<p>				<object width="425" height="355"><param name="movie" value="http://www.youtube.com/v/wMxa9AEZctU?fs=1"></param><param name="allowFullScreen" value="true"></param>
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<p>Building better relationships is aided by the hard-wired ability to resonate at an emotionally attuned level, a potential we share with cats, dogs and even whales. The video shows delightful clips of human infants, children, animals, and in one case an adult, resonating in ways that are often overlooked in our highly verbal and thought-filled world. It discusses the neurobiology of the process, and how it is at the heart of Functional Subgrouping, a revolutionary conflict resolution method taught in Systems-Centered® Training (SCT®). The goal of SCT is to support change by improving communication and creativity in human systems such as couples, families, groups and organizations, as well as individuals. Visit us at www.systemscentered.com.</p>
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		<title>Low-Cost Call Center Training</title>
		<link>http://www.systemcentered.com/low-cost-call-center-training</link>
		<comments>http://www.systemcentered.com/low-cost-call-center-training#comments</comments>
		<pubDate>Thu, 22 Sep 2011 12:50:25 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Training]]></category>
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		<description><![CDATA[Having a customer support team mainly composed of call center agents is useless if they don&#8217;t receive proper training. Contrary to what people think, one does not need to hire a consultant company to develop a call center staff. What one needs is teach them the basics of listening. The primary rule is: whenever the [...]]]></description>
			<content:encoded><![CDATA[<p>Having a customer support team mainly composed of call center agents is useless if they don&#8217;t receive proper training. Contrary to what people think, one does not need to hire a consultant company to develop a call center staff. What one needs is teach them the basics of listening.</p>
<p>The primary rule is: whenever the call center agent answers a call, s/he must listen keenly to the customer&#8217;s inquiry. Keep the hands empty; do not fiddle with the keyboard or play with the mouse. A customer might talk for a long time but one must pay attention to every word. Listening attentively is the best way to help and know more about the customer&#8217;s inquiry.</p>
<p>Second, never interrupt the customer. Even if the call center agent has already identified the solution, he must let the customer finish talking. The agent must let the customer feel that he is valued. Listening helps agents empathize and prevent them from jumping into conclusions.</p>
<p>Third, find the correct reply and also, know when to say it. In general, there are two kinds of replies that call center agents must master. First is the reply of agreement, which tells that the agents recognize the customer&#8217;s inquiries and concerns. The second is the reply of clarification. These are usually questions meant to investigate the customer&#8217;s complaints. Call center agents must know how to switch from one kind of reply to another. The switching indicates attentiveness, which all customers look for.</p>
<p>          ]]&gt;</p>
<p>Fourth, be patient with listening and clarifying. It is inevitable for call center agents to encounter difficult customers. There are customers whose accents are hard to understand and others whose choice of words is displeasing. Agents must not end calls despite these problems. They must be reminded of the value of each customer.</p>
<p>Fifth, do not think about the solution simultaneously while listening. This might lead the call center agent to give the wrong reply. Again, an agent must drop everything and listen. The agent must make sure that s/he got all the details of the inquiry before proposing a solution.</p>
<p>Lastly, since call center agents must be sensitive towards customers, they must also learn to identify emotions through the volume and speed of the voice. If they sense an angry customer, they must remain calm. If they sense a depressed customer, they must try to cheer him up.</p>
<p> </p>
<p> </p>
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		<title>Immacc Marketing and Coaching Center -Training Review</title>
		<link>http://www.systemcentered.com/immacc-marketing-and-coaching-center-training-review</link>
		<comments>http://www.systemcentered.com/immacc-marketing-and-coaching-center-training-review#comments</comments>
		<pubDate>Sat, 17 Sep 2011 12:42:31 +0000</pubDate>
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		<description><![CDATA[What is iMMACC training and Internet Marketing all about and what does this company offer that is so special? Well, that&#8217;s what thousands of individuals are clicking into the website to find out. Internet Marketing is the hot new field everybody is attempting to learn about and iMMACC is one company poised to take a [...]]]></description>
			<content:encoded><![CDATA[<p>What is iMMACC training and Internet Marketing all about and what does this company offer that is so special? Well, that&#8217;s what thousands of individuals are clicking into the website to find out. Internet Marketing is the hot new field everybody is attempting to learn about and iMMACC is one company poised to take a leadership role and blast into the future. The Internet Marketing Mentoring and Coaching Center has taken over the leadership role in coaching, mentoring, and teaching internet marketing to individuals around the world.</p>
<p>Previously known as Big Ticket to Wealth, iMMACC underwent a name change recently, to more closely identify with it&#8217;s original intention of being a learning center for anyone who wanted to learn how to market their business or service online. However, the company also offers an incredible turn-key business opportunity that puts big cash into the pocket of iMMACC members. Thus, the original name was adopted simply because the turn-key business opportunity was paying out like a Big Ticket Winner, but as time progressed, more and more students were finding their way to the company and needed extensive training so the company has expanded it&#8217;s brand name to include those qualities.</p>
<p>          ]]&gt;</p>
<p>The iMMACC training and internet marketing coaching that is offered to it&#8217;s members is truly spectacular, as it includes an archived video library consisting of over 700 hours. This library contains information on every single aspect of online marketing including 51 different marketing methods, from article writing to video recording to SEO to conventional forms of advertising like newpaper websites, pay per click from google, and the list just goes on and on. Not only does the company have a huge vault of training videos for it&#8217;s members, but mentoring is still the most important element of this company and the basis for all of it&#8217;s success.</p>
<p>There are other learning centers for internet marketing including major educations institutions like the University of San Francisco Online or Full Sail University Online. However, colleges and universities simply teach classes in theory, and they do not offer business opportunities that can earn their students thousands of dollars. This is a major advantage to members of iMMACC, because the members not only receive incredible online training in internet marketing but the turn key business is an attractive feature.</p>
<p>This coaching center does not try to take anybody out of an existing business or franchise, but instead, they just offer resources and training to any individual in an effort to help them learn online marketing for their existing business. And for those newcomers who don&#8217;t have a business, then the training becomes just as important because the turn-key business opportunity from iMMACC is capable of earning it&#8217;s members thousands of dollars per week.</p>
<p>This is truly a remarkable, as well as a legitimate business opportunity for anyone interested in becoming a master of internet marketing. As with any business, the rewards usually match the work ethic so anyone who wishes to become a member must be ready to put forth a effort.</p>
<p> </p>
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		<title>The Big Bang Theory Seasons 1-2 Dvd Boxset</title>
		<link>http://www.systemcentered.com/the-big-bang-theory-seasons-1-2-dvd-boxset</link>
		<comments>http://www.systemcentered.com/the-big-bang-theory-seasons-1-2-dvd-boxset#comments</comments>
		<pubDate>Mon, 12 Sep 2011 12:59:53 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[Systems-Centered Theory]]></category>
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		<description><![CDATA[is an American sitcom created by Chuck Lorre and Bill Prady, both of whom serve as executive producers on the show. It premiered on CBS on September 24, 2007. Set in Pasadena, California, the show is about two Caltech prodigies in their 20s, one an experimental physicist (Leonard Hofstadter) and the other a theoretical physicist [...]]]></description>
			<content:encoded><![CDATA[<p> is an American sitcom created by Chuck Lorre and Bill Prady, both of whom serve as executive producers on the show. It premiered on CBS on September 24, 2007.</p>
<p>Set in Pasadena, California, the show is about two Caltech prodigies in their 20s, one an experimental physicist (Leonard Hofstadter) and the other a theoretical physicist (Sheldon Cooper), who live across the hall from an attractive blonde waitress with show-biz aspirations (Penny). Leonard and Sheldon&#8217;s &#8216;geekiness&#8217; and sheer intellect are contrasted for comic effect with Penny&#8217;s social skills and common sense. Two equally geeky friends of theirs, Howard and Rajesh, are also main characters.</p>
<p>The show is produced by Warner Bros. Television and Chuck Lorre Productions. In March 2009, it was reported that The Big Bang Theory had been renewed for a third and fourth season by CBS. In August 2009, the sitcom won the best comedy series TCA award and Jim Parsons won the award for individual achievement in comedy.</p>
<p>When the third season premiered on September 21, 2009, it ranked as CBS&#8217;s highest-rated show of that evening in the adults 18–49 demographic (4.6/10), along with a then series-high 12.83 million viewers. The Big Bang Theory airs on Mondays at 9:30 EST following another Chuck Lorre-produced show Two and a Half Men</p>
<p></p>
<p>Johnny Galecki as Leonard Hofstadter, Ph.D. – Leonard is an experimental physicist with an IQ of 173 who received his Ph.D. when he was 24 years old. He shares an apartment with colleague and friend Sheldon Cooper. He is the straight man of the series. The writers have toyed with a romance between him and neighbor Penny, with their unresolved sexual tension being a major force for drama. The third season centers around their struggle to maintain a relationship.<br />
Jim Parsons as Sheldon Cooper, Ph.D. – Originally from East Texas, he was a child prodigy, starting college at the age of 12, right after completing the 5th grade. As a theoretical physicist, he possesses a master&#8217;s degree, two Ph.D.s, and an IQ of 187. He exhibits a strict adherence to routine; a lack of understanding of irony, sarcasm and humor; and a complete lack of humility. These characteristics are the main sources of his character&#8217;s humor and the center of a number of episodes. Sheldon shares an apartment with Leonard Hofstadter.<br />
Kaley Cuoco as Penny – She is the attractive, blonde neighbor who lives across the hall from Sheldon and Leonard. She has aspirations of a career in show business, and has been to casting calls and auditions but has not been successful thus far. To pay the bills, she works as a waitress at The Cheesecake Factory.<br />
Simon Helberg as Howard Wolowitz, M.Eng.– He works as an aerospace engineer and lives with his mother; they are Jewish. Unlike Sheldon, Leonard, and Raj, Howard lacks a Ph.D. He defends this by pointing out that he has a master&#8217;s degree in Engineering from MIT and the apparatus he designs are actually built and launched into space, unlike the purely abstract work of his friends. He provides outrageous pick-up lines and fancies himself a ladies man with suitably unimpressed reactions from Penny; however, he has shown limited success with other women.<br />
Kunal Nayyar as Rajesh Koothrappali, Ph.D. – Rajesh, who originally comes from New Delhi, India, works as a particle astrophysicist at Caltech. He is very shy around females and is physically unable to talk to them unless he drinks alcohol. However, he has had much better luck with women as opposed to his overly confident best friend Howard. His parents, introduced as Dr. and Mrs. V.M. Koothrappali, are seen via webcam. In the third season, he works for Sheldon because his research has run into a dead-end and he doesn&#8217;t want to go back to India.<br />
Sara Gilbert as Leslie Winkle, Ph.D. (recurring season 1-present, starring season 2) – She is an experimental physicist who has casual sex with both Howard and Leonard during the show&#8217;s airing. She does not get along well with Sheldon Cooper and frequently mocks him. She was promoted to main cast during the second season, but demoted again once the writers realized they could not produce quality material for her for every episode.</p>
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		<title>Watch The Big Bang Theory Season 4 Episode 17 The Toast Derivation online</title>
		<link>http://www.systemcentered.com/watch-the-big-bang-theory-season-4-episode-17-the-toast-derivation-online-2</link>
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		<pubDate>Wed, 07 Sep 2011 12:50:41 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
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		<description><![CDATA[HUUUUWOOOOW! Another episode of the hilarious show The Big Bang Theory titled &#8220;The Toast Derivation&#8221;, realizing Leonard is the center of the gang, Sheldon seeks to form a new group of friends of which he can be the center. This is going to be a laugh, so come awaken the geek in you and watch [...]]]></description>
			<content:encoded><![CDATA[<p>                HUUUUWOOOOW! Another episode of the hilarious show The Big Bang Theory titled &#8220;The Toast Derivation&#8221;, realizing Leonard is the center of the gang, Sheldon seeks to form a new group of friends of which he can be the center. This is going to be a laugh, so come awaken the geek in you and watch The Big Bang Theory Season 4 Episode 17 The Toast Derivation online here:</p>
<p>Last episode &#8220;The Cohabitation Formulation&#8221;<br />Wolowitz finds himself having to choose between Bernadette and his mother. Leonard has another rendezvous with Raj&#8217;s sister Priya.</p>
<p>About the show:<br />Set in Pasadena, California, the show is about two fictional Caltech geniuses, one an experimental physicist (Leonard Hofstadter ) and the other a theoretical physicist (Sheldon Cooper ), who live across the hall from an attractive blonde waitress and aspiring actress (Penny ). Leonard and Sheldon&#8217;s geekiness and intellect are contrasted for comic effect with Penny&#8217;s social skills and common sense. An aerospace engineer, non-PHD, (Howard Wolowitz) and a particle astrophysicist (Rajesh Koothrappali) are their equally geeky and socially awkward co-workers and friends.</p>
<p>The show&#8217;s initial pilot, developed for the 2006-07 television season, was substantially different from its current form. Only Johnny Galecki and Jim Parsons were in the cast, and the female lead, Katie, was envisioned as &#8220;a street-hardened, tough-as-nails woman with a vulnerable interior&#8221;. Katie was played by actress Amanda Walsh. They also had a female friend called Gilda (played by Iris Bahr). The show&#8217;s original theme music was also different, using Thomas Dolby&#8217;s hit &#8220;She Blinded Me With Science&#8221;. The show was not picked up, but the creators were given an opportunity to revise the show, bringing in the remaining leading cast and retooling the show to its current format. The original unaired pilot has never been released on any official format, but copies are available on the Internet. On the evolution of the show, Lorre said &#8220;We did the &#8216;Big Bang Pilot&#8217; about two and a half years ago, and it sucked&#8230; but there were two remarkable things that worked perfectly, and that was Johnny and Jim. We rewrote the thing entirely, and then we were blessed with Kaley and Simon and Kunal.&#8221; As to whether the world will ever see that original pilot, maybe on a DVD, Lorre said &#8220;Wow that would be something, we will see. Show your failures&#8230;&#8221;      </p>
<p>          ]]&gt;</p>
<p>The second pilot of The Big Bang Theory was directed by James Burrows, who did not continue with the show. This reworked pilot led to a 13-episode order by CBS on May 14, 2007. Prior to its airing on CBS, the pilot episode was distributed on iTunes free of charge. The show premiered September 24, 2007, and was picked-up for a full 22-episode season on October 19, 2007.</p>
<p>David Saltzberg, a professor of physics and astronomy at the University of California, Los Angeles, checks scripts and provides dialogue, math equations, and diagrams used as props. According to executive producer/co-creator Bill Prady, &#8220;We&#8217;re working on giving Sheldon an actual problem that he&#8217;s going to be working on throughout the [first] season so there&#8217;s actual progress to the boards &#8230; We worked hard to get all the science right.&#8221;</p>
<p>The lead characters are named Sheldon and Leonard after actor, director, and producer Sheldon Leonard.</p>
<p>Barenaked Ladies wrote and recorded the theme song, which describes the development of the universe and the changes that Earth and humans have undergone since the dawn of time. On October 9, 2007, a full-length (1 minute and 45 seconds) version of the song was released.</p>
<p>watch The Big Bang Theory Season 4 Episode 17 The Toast Derivation online, Watch The Big Bang Theory Season 4 episode 17 online, The Big Bang Theory Season 4 Episode 17 </p>
<p>Related <a href="http://www.systemcentered.com/category/systems-centered-theory">Systems Centered Theory Articles</a></p>
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