Friday, May 20, 2022

Citation of my Research

 Exploring Critical Issues of Technical Support in Contact Centers of the Philippines: Toward a Grounded Theory


This is the abstract


ABSTRACT

The contact center industry in the Philippines, named by Deloitte as one of the two top contact center destinations in Asia, has been expanding rapidly in terms of technology, workforce size, and economic scope. This study aims to explore, using the Glaserian grounded theory method (GTM), the main concern of contact center agents, particularly inbound technical support representatives, in Northern Mindanao in the Philippines, and how they resolve their main concern, especially using information technology. GTM goes beyond the descriptive approach of most qualitative methods by generating from the data, a theory of the substantive area. The rationale for GTM reflects the source of the developed theory grounded in the behavior, words, and actions of those under study. The theory can inform the development of systems, processes, structures, and policies that will support the actors in the substantive area. Preliminary results suggest that staying at the organization or else seeking other employment opportunities is the main concern of the technical support representatives, who resolve this main concern using a cyclical process, each cycle of which has four stages: training, struggling, coping, and motivating. The application of technologies in contact center operations can play a key role in sustaining the technical support representatives' decision to stay longer in the industry.

Thursday, April 14, 2022

Bakit May Mga Tao na Ayaw Kay Bong Bong Marcos?

 

May mga Pilipino na sobrang taas ang tingin sa value ng education, kaya nga ganyan may achievement wall, kaya ka laging pinag-aaral ng mabuti ng mga magulang mo kasi sa lipunan natin mataas ang tingin sa mga naka-tapos at nakapag-aral at kabaliktaran naman sa mga hindi... 

Source of pride natin iyang mga Pinoy na kahit sa edukasyon man may maipagmamalaki tayo... Kaya ganyan na lang natin tignan ang mga hindi nakatapos, o hindi nakapag-aral... may mga tao na mababa ang tingin sa kanila... 

Nang-gagaling kasi sa society natin ang pagmamaliit sa kapwa, kaya sila minamaliit na rin ang tingin nila sa kanilang mga sarili... maari.. kung nag-UTS ka - looking glass self ito ni Cooley.. 

Because we are too focused on that kind of education, of having a diploma, of getting good grades, or graduating with honors that we forgot the person.. the individual... we also forgot the importance of education, real learning, yung natuto ka, kasi nagbago ang ugali mo, bukod sa may nalaman ka, na-apply mo kung ano ang natutunan mo... 

Strip a person of his educational attainment, strip a person of his awards, strip him of connections, strip him of everything else, tignan mo kung ano ang natira... kung masaya ka sa natira kahit maraming nawala sa iyo,, masuwerte ka na nilalang..  

Kung napanood mo ang Squid Game, (ako hindi ko natapos) kapag naglaro ka ng Red light-green light, sa tingin ko hindi naman importante doon ang educational attainment mo o kaya award mo,  o kaya connection mo, diskarte dapat at yung nakakasunod sa patakaran ng game. 

Hindi ko na nasagot kung ano ang kinalaman ni Bong-bong dito..

Baka kasi na-violate ni Bong-Bong yung value ng education ng mga Pinoy, kung sa mga Pinoy super duper important na naka-tapos ka, may diploma ka at nasa magandang eskuwelahan ka pa at siya minamaliit dahil diploma lang daw. 

Parang sa mga Pinoy walang karapatan na umasenso ang isang tao na hindi nakapag-aral parang exclusive lang ang success sa mga taong may pinag-aralan, inulit ko lang ang sinabi ko.

So ganun din, parang walang karapatan si Bong-bong na tumakbo bilang Presidente kasi nga diploma lang daw ang nakuha niya sa Oxford University, at hindi raw siya nagtrabaho... 

Kaya ganun na lang siya kung api-apihin.. Parang yung iba... na inaapi... 

May mga Pilipino na mababa ng tingin sa mga katulong, sa mga construction worker, sa iba pang trabaho na sa tingin natin hindi kelangan ng diploma, janitor, waitress, kunduktor, driver, at kung anu-ano pa. Kaya kung ganun ang tingin natin sa kanila lumalabas din yung iniisip natin sa kanila sa ating mga ugali, if we treat them differently. 






Wednesday, March 23, 2022

Another Citation on Stuffed Animal Research

https://www.fa.cvut.cz/galerie/diplomove-prace/2020-0-aneta-design-se-zamerenim-na-psychicke-zdravi-87149/f5-dp-2020-kalouskova-aneta-design-se-zamerenim-na-psychicke-zdravi_mici.pdf 


This is an article that describes how a person from Czech Republic, Aneta Kalouskov√° atelier Karel designed a stuffed animal that interacts with the owner..

This is my FB posts.


Nang dahil kay Ellie..
Ellie is the elephant stuffed animal that Kiara Isabel Montalbo loves so much hanggang ngayon na katabi pa rin niya hanggang pagtulog.
Ellie has always been with us even in our travels. Kahit ang dumi, kahit ang baho na, mahirap nang labhan kasi baka masira na ng tuluyan.. Pero andyan pa rin..
I got interested in the effects of stuffed animal and so I had a research about it and it is published and available in the internet.
I was searching for citations of my researches.. kasi may incentive raw.. hahaha..
So I got this.. in Czech language..
by Aneta Kalouskov√° atelier Karel
This is the principle behind the product, I used Google translate: Mici
Mici is a stuffed cat responding to contact.
In interaction with it, the user, in contrast to contact with a normal stuffed animal, receives feedback in the form of a rumble.
The device thus approaches the therapeutic effect of the animal.
The regular rumble frequency is intended to help the user synchronize the breath and thus calm them down. The rumble also uses the therapeutic effect of sound based on white noise.
The product is intended for both momentary rest and relaxation, as well as an aid to falling asleep better.
Although marami siyang naging inspiration sa product niya, the researcher cited one of my research as support sa ginawa niya, and masaya na ako roon.

I know Ellie helped Kiara a lot in her growing up years at ilang taon na wala rin siyang kapatid, it really is a source of comfort for her, hence my study...