0000000000743119
AUTHOR
Waseem Rehmat
Mobile Communities in Developing Countries
The number of mobile devices has exceeded four billions and is still growing. Especially in developing countries mobile devices are often the only access to Internet and digital services. In the most developed countries laptops, Wi-Fi and faster and faster wireless telecom networks have for long time made mobile access to various digital services possible while on the move. Still, large and instant mobile communities can only rely on more portable devices, such as mobile phones. In this paper we will analyze various mobile communities and the support they are offered by the social media sites. We will discuss the phenomena encountered in developing countries, like how the mobile technology …
Is Training Effective? Evaluating Training Effectiveness in Call Centers
Due to complex, competitive and crucial nature of call center jobs, organizations in services industry are spending more resources than ever on staff training and development. This is the case also in Call Center Representative Training. However, although organizations invest billions of dollars every year in training, no concrete evaluation framework exists to adequately quantify the impact of Call Center Representative (Henceforth CCR) training on actual job performance. Filling this gap, current study attempts to develop a framework to evaluate training programs in the context of call center industry using Kirkpatrick’s learning and training evaluation model. Developed framework is then …