Integrated Talent Management System for Customer Service Workforce

Call center agents performance nowadays becomes one of the key success factors that determine the call center business goals. Not all call centers aware those agents' personal attributes also contribute to the organization image and performances. As a result, organizations often miss an opportunity to gain competitive advantage in their business process. Thus, the objective of this project is to model, design and develop an integrated web based application that can assess and record agents' personal development and work attributes while at the same time allowing supervisors to communicate about work performances. Each organization has its own business objectives that need to be met where can only be met through a comprehensive ways that effectively manages an organization's talent. This concern should be focus more on customer service industry because they consist of agents that deliver service to customer along the time. This project discussed on human resource management constraints which in terms of call center agents' personal development attributes and performances in call center. Therefore, this project had proposed one solution by providing an integrated web based application to assess agents' personal development and at the same time enhance internal communication levels called Integrated Talent Management System. Not only that, this report also discussed benefits on Talent Management System to customer service organization and existing criteria on current Talent Management System. Some characteristics and function have been identified to build and enhance the problem. There is also a section that talks on current customer service industry environment. There are two types of methodology for this project which are system methodology and research methodology. Incremental model is the most appropriate methodology approach for this project. Observation, informal interview and document reviews method are the key activities have been used to implement User Needs Assessment as well as to gather information. Gantt chart has been created whereby to assist and monitor the project timeline and key milestone. There is also a section that describe on the tools that will be used in order to develop this project. There is a discussion that discussed on the current practice of performance appraisal assessment and inbound reporting structure environment for this project Industry Partner. Functional modeling Diagrams had been developed to make the requirements looks clearer. Testing analysis has been conducted to get feedback from the user. Several recommendations and future works plans had been discussed too. Therefore, by having an integrated talent management system, the author hope project objective can be achieved where it can assess and record agents' personal development and work attributes while at the same time allowing supervisors to communicate about work performance. Thus, an organization can have proper human resource management that will result in ease for the organization to achieve its business goals

Promoting Big Book and Reading Corner to Support Gerakan Literasi Sekolah (GLS) in Primary School

This study aims to describe the implementation of literacy socialization and training to some of the primary school teachers to support the government action in response to the Indonesian students’ low reading habit, called Gerakan Literasi Sekolah (GLS). This program focused on the English language literacy through promoting suitable material in media, namely Big Book and encouraging the school to provide reading corner to accommodate the literacy source storage and comfortable area to enjoy literacy activity. This is considered crucial since the comfortable area and neat arrangement of book play significant role to attract the students’ motivation in reading, later it is expected that they share about what they have read by listening to others, communicating with others, and writing their idea about what they found. The trainees agree that this kind of event is supposed to be conducted continuously to facilitate the teachers in enriching their updated information as well as creativity for producing appropriate media as a literacy source for the students to develop their literacy skill

Education Unleashed: Participatory Culture, Education, and Innovation in Second Life

Part of the Volume on the Ecology of Games: Connecting Youth, Games, and LearningWhile virtual worlds share common technologies and audiences with games, they possess many unique characteristics. Particularly when compared to massively multiplayer online role-playing games, virtual worlds create very different learning and teaching opportunities through markets, creation, and connections to the real world, and lack of overt game goals. This chapter aims to expose a wide audience to the breadth and depth of learning occurring within Second Life (SL). From in-world classes in the scripting language to mixed-reality conferences about the future of broadcasting, a tremendous variety of both amateurs and experts are leveraging SL as a platform for education. In one sense, this isn't new since every technology is co-opted by communities for communication, but SL is different because every aspect of it was designed to encourage this co-opting, this remixing of the virtual and the real

Communicating Effectively with Words, Numbers and Pictures: Drawing on Experience

A key requirement of all actuarial practice areas is the ability of the actuary to analyze and communicate complicated information effectively. Successful actuaries require not just excellent technical skills, but also highly-developed communication skills. Actuaries work at the interface of a broad cross-section of disciplines. Effective communication between the actuary and other professionals can prove the difference between success and failure for users of the information actuaries provide. Clients expect actuaries to resolve difficult technical problems, but they also require answers that are easy to interpret and implement. We discuss techniques for developing such skills, focussing in particular on technical writing, presentation and the use of graphics as a tool for communicating ideas effectively. Learning the principles of effective communication should form a critical part of an actuarial education. The key principles of effective communication are: • Identify your audience, consider their needs and abilities; • Focus on substantive content; • Choose appropriate communication tools; • Use “language” that is simple, concrete and familiar; • Integrate text, numbers and graphics; • Respond to information complexity creatively. We focus in particular on the use of graphics as a communications tool. Graphics are very efficient and potentially highly effective tools for conveying information. Understanding the principles of good graphic construction is essential for conveying information in a way that is accurate and aesthetically appealing. We also describe several common errors in graphic construction – and how to correct them – using real graphics from the business world.This work was carried out with financial support from the Faculty of Economics and Commerce Summer Research Grant Schem

Interactive Learning System for E-commerce, Technopreneursip

This report is based on an ongoing study about Interactive Learning System for E-commerce, Technopreneurship. As the knowledge and information is increasingly being published or converted into a digital form, one of the greatest challenges is designing systems that enable users to find what they need. This is because, today, people are to busy and so they have limited time to go to the library to find the desired books about e-commerce and technopreneurship. The project proposed is to build a new enhanced system that would help users, including academic institutions. In developing this system, the tools that will be involved include adopting Open Source technology and Knowledge Management technology. Along the project timeline, various study and research must be made to ensure the successful of this project. This includes the study of using the software that will be used which are; Macromedia Flash, mySQL and PHP. Still, a few other elements need to be considering in this system to ensure that it provides the fullest functions. Therefore, the project is basically tries to enhance the features and functions of the existing e-commerce advice web site. The main focus in this project is that the web site will have a search engine to let the users look for their favorite topics, to let the user have another choice for building the database. The learning system will provide a few question and quizzes. When the solutions are complete, it is hoped that the system will run with its objectives

Reading before buying - exploring consumer attitudes toward informative function of packaging

Oftentimes, packaging is the first and only marketing tool consumers encounter before a purchase, therefore it is considered to be the most important communication and informative tool (Behaegel, 1991; Peters, 1994). The aim of the research is to better understand food label usage of consumers. To make the identification of behaviour patterns possible and to understand the way consumers use labels on packaging netnography has been chosen as the research method. We identified market factors in our research which result in label use. Based on our results, two large consumer segments were identified: conscious and non-conscious consumer behaviours. Reading information on packaging can be classified in two ways, according to method of use (superficial, conditional, incidental) and place (home, or point of sale)

Adolescent Literacy and Textbooks: An Annotated Bibliography

A companion report to Carnegie's Time to Act, provides an annotated bibliography of research on textbook design and reading comprehension for fourth through twelfth grade, arranged by topic. Calls for a dialogue between publishers and researchers