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talks Conversation with the client

Really shocking the service strategy of this English bank, Caja Navarra. They have a video-tool to communicate with their clients . Some thoughts:

1 .- A real revolution on service. Talk to somebody you can see, instead to talk to a careless voice!.

2 .- Is this the beginning of a new trend ? The operator will start to think more on client needs instead of the script on his/her screen?

3 .- Is this the end of annoying answers like: "..... sorry, the system will not let me do what you need? "

4 .- Is this a way to recover the human being behind the call center restrictions ?

5 .- Is this new tool really going to improve the customer experience?

Countries like Spain are really going faster than mine in the internet use to maintain conversations with clients.If you want to read some academic analysis, enjoy the Enrique Dans blog . You His will find entertaining, well structured and always interesting posts.

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real customer problems

this strategy Shocking English bank, Caja Navarra, which includes a strategy for ramienta her clients to be served by video conference . Some thoughts: 1 .-

put a face on who is in a call center, I think a revolution in care.

2 .- Will the client see the face of the operator tend to be more concerned with their needs and less of the scripts on your screen?

3 .- It will be a form of communication in which the customer may fail to hear hateful words like "..... I'm sorry, the system does not allow me to do what you need? " 4 .-

be one way to recover the human being behind the constraints of working in a call center.

5 .- In the end, improve the customer experience being served by someone who can see?

I see that in Spain are quite faster than in my country in the use and operation of online chats. If you want to see someone good academic analysis, enjoy Engadget your post are entertaining, well structured and always interesting.

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Malcolm Gladwell. 2.0 lives? Now

I read with enthusiasm the book Gladwell, Blink . The new wave of self-help (some hate me so to speak) is filling the shelves with books business people like this, where the end is clear that common sense and if there is knowledge we have without being aware of it . (320 pgs to reach this). With more enthusiasm I had the opportunity to see your conference and take a coffee with him. To my surprise, the man who takes a tear to the modern executive in his books, in person conveys very little. Talk slow, deliberate and answers short. I was hoping BLINK (a momentary gleam of light) and it was BLANK (bare, empty or plain). Gladwell is best read that conversado.Me so with this landing in the blogosphere. I know people that I like most chat live and direct and others that are more fun, chatty best in the Blog or Twitter. A couple of months ADM helped me contact some bloggers for an investigation. From those conversations going around me is forcing this issue. Today I keep communication on line with a couple of them and I prefer another phone.
Today I propose the issue of double life. The 2.0 as an opportunity to be a different person online and in the real world. As I write, I wonder if this "elsewhere" is also the real world. But not to enter Honduras philosophical think the question is how units, (units of five faithful readers of the blog) that our cognition is affected by the fact that they live in several worlds at once. ?

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Ubico to read

Install one of those maps that show where they read the blog a few minutes. Now it makes me laugh to see that Dotty over Bogotá pointing me to enter! So far this blog does not transcend Chapinero.

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All I have HIV? Y2K was so terrible?

Moving from computer viruses to humans, I make a radical change of subject today, or thinking it not so radical.

I find that a Colombian doctor conducted an experiment in NY in which he concludes, inter alia, that there is a good chance that we ELISA test is specific for HIV. Further, understand that saying no relation between the presence of what has been called HIV and AIDS!

The implications are profound for all. I wonder if they have been doing for years with little power tests to predict whether or not someone was suffering from AIDS. I also wonder if during this time we have been administering antiretroviral drugs to patients diagnosed as HIV positive in fact not needed.

If the results of preliminary experiment confirmed in a formal and with all the rigor, I will feel like in 2000 when I discovered that sounded so Y2K was a farce in which many invested in purchasing and upgrading equipment unnecessarily. They said in 1999 that in 2000 the world could collapse and we all ran to prepare for something that did not happen. Will now I'm going to have to tell my son who lived at the time it was thought that HIV produces AIDS and laugh and say "Papa huy you if you're old?" Or "amount of cheating will have lived?

I ask if I Hermes goes hand in performance. Please keep in mind these are opinions of psychologist on medical experiments!

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MIX ....=)

I hope this is not an end ......

Good! since this is my last update, I will try to make something more enjoyable.

I will give a brief review and synthesize all the issues on which we had to discuss during this stage of the Youth Courts.

Education for responsible consumption

In environmental terms, all need to be aware it is the duty of all to keep our planet.

On the daily and social, to call in some way, we must do everything in moderation (.......) drink Do we find in the middle, not extremists (virtually any aspect of life)

Benefits and harms of new technologies

I draw on the same idea, not abuse of new technologies. They can make us a good time, or to entertain, even help in studying (the corner of vague eh no?) But excessive use can lead us into an addiction.

Education today

Today, education among youth is also a topic of conversation, especially when it leaves the issue of the Bologna Process that, over time, we will see what remains.

In my opinion, with a little extra motivation of some teachers, you can try to solve the problem of school failure, although it seems not, the teacher's attitude when trying to classes and students muucho influences.

cultural and sports activities for free time

A part of the traditional bottle, we can do other activities in our time of leisure: sports (to improve our health, get in shape, and our mood), cultural (knowledge does not take place), or even go to the movies, take a walk ...

Strategies for the integration of all pupils in schools

when new alumn @ @ a class, all show excitement, we all want to know anything about him or her, but sometimes few of us out when we remember a weekend and we call for him to come. The integration is not just part of a physical space. Luckily, some colleges have launched programs for integration.

Well chic @ s , I hope this is not a goodbye but see you soon.

I think all we have put all the hope and desire that we can, and I hope it's off.

Lucky Diego, Gloria, Luis Miguel, Tania, Victor, Elena, Jose Vicente, Jose M ª, Jesus Ruben, Dili, David, Monica, Félix, Cristina, Francisco Javier, Violeta, Jose M ª, Silvia, Carmen Victor, Elizabeth, Dario, Ansel and Alvaro .... Let it ... GOOD LUCK TO ALL !!!!=)

http://www.youtube.com/watch?v=vSgdsws6jjo

Carpe Diem,
INMA

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For an education in March igualdad.8

Hello again! Today is March 8, when at first glance does not say anything, but holds a significant meaning that I think s everyone will know ...

Today is the day for working women something that affects us all, directly, if you're a woman, or a little more indirectly, if you are male, because practically all men are influenced by a woman, either her mother, grandmother, girlfriend, friend ...

television, advertising, society in general teaches us not equality. How many have seen advertisements in which women appear only the kitchen (detergents, food products ...)? How many times have we seen a child announcing toy dolls?
In general, girls have been educated in the sensitivity, affection .... While children have always been taught to be strong, not to mourn, not to show much feeling. Shortly by little things we've been changing, although we still have much to do. At home, in schools, in groups of friends should be promoting equality between men and women, so that one day is not necessary to hold a day for equality, because it is established.

Returning to the issue of women's day .... Why this day is celebrated on March 8? Regarding the origin of this day, there have been many versions that are not fully substantiated. One of these versions that the March 8, 1857 in New York (whose name also varies according to source) protested by improving their working conditions, after which the employer factory owner locked them and set fire to the factory, resulting in the death of 129 mujeres.Otra of theories circulating that the source could be a manifestation of the textile sector at this time was also in New York, but again find that the claim does not seem to be based on any data serio.Antes to be put in place on 8 March as International Day of Women Workers, and there were other events like the Women's day in the U.S. on February 28, 1909 and continued to take place until 1913. The main demands that prompted the women to make themselves felt were the right to vote, the right to occupy public office, law vocational training and the right to work and freedom from discrimination by the mere fact of being female.

Today, with the Red Cross have made some activities in the place of my people, young children we have made a series of games, and most adults have written some phrases related to this day .

In the Youth Center with s obesity we have carried out a series of dynamic awareness of equality in employment and education .

I hope I have been very heavy, and that you will not go unnoticed this topic, it is everyone's concern.

PS: A few hours after the final!

Regards,

INMA

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Saturday night .........

"mass meeting of young people between 16 and 24 mainly in open areas of free access to drink the beverage previously acquired businesses, music, and talk. "

's how sociologists define the term called BOTTLE, although some adults still have something still seems strange and unusual for young people is something quite ordinary.

Young people who carry out this practice consuming, especially alcohol, but also other types of drinks, snacks, snuff, and drugs.

The main reason for the rise the bottle is the high price of the "mixed drinks" at a cocktail bar or a club, where would be around 4 to 5 aprox., depending on the venue.

However, if you leave the bottle with friends for the same price you can drink almost anything you want, which makes the bottle a little more practical and economical for the weekends.

According to statistics, are approximately 180000 English youths who gather on weekends to bottle.

But ....¿¿ to bottle "is wrong"?

In my opinion, this practice if carried out in an appropriate manner and not to harm or disturb others is not something wrong.

The bottle is something that inevitably are already in the young society today, and involves the consumption of alcohol (of which I spoke a few days) and I think the levels of expenditure have a drink in a pub or normal discotea is somewhat different from what you spend for drinking without stopping to think how much in a bottle. But that drinking out of control .... might be a night to come out eager to have fun, having spent all week studying and imprisoned because of exams, becomes a tragic night in the hospital accompanying a friend who has given a coma, in If you've been lucky that there was you "" the "graceful". "

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Some alternatives for free time ....

Hi everyone!

Do you remember all the games that entertain us when we were kids? Have you stopped to think how it has evolved form of entertainment for young people? Where once there slingshot 'plates' marbles, 'saints', the top, the pogs, etc. are now nintendo ds, plays, tuenti, messenger ...

have been closed social relationships of young people face to face games in the street as it was getting dark, and replaced by a computer program, where young people talk and pass the long hours locked in their homes, facing a computer screen or television.

This makes the relations between them, are cooler, not really get to know and be outgoing only through a screen.

From Youth Centre "Socu" we can not change what is already established''rule.'' Yet, taking into account as changed the way young people have fun, try to change these habits.

Besides demanding material available (such as table football, darts, ping-pong, computers with free internet, plays, ....), offer alternative activities and workshops that help improve social relations between young people and to uninhibited, without resorting to alcohol, or messenger, for example.

Gymkhanas, sports tournaments, outings, various workshops, weekends are a different and fun, because fun and entertainment, are fundamental pillars of socio-cultural.

Mainly, what we do is mobilize young people, raising new entertainment options (there's always the consolation that when taking activdades of this type will not be making things worse ...), which is not always easy, because as I said, today's society (the vast majority, without generalizing) practically based their weekends and free time in alcohol and partying always the same way. It never hurts to change from time to time in the environment, as there are plenty of fun ways to discover, beyond the bad habits.

Since I started in this "scene", the main objective has been this: leisure opportunities to prevent alcohol and other substances. And beyond that, we try to, hopefully, to have a good time to young people who decide to put their free time in our hands.

Carpe diem,

INMA

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"Manipulation of information for self-interest?

Hi!

Today I break my word, as I said yesterday that these days speak of youth activities, alcohol, etc.. Right? Well
has been a change of plans, especially designed for today. Today it has carried out another student strike against Bologna.

few hours ago I held in my hands two brochures related to this plan, one from the Junta de Comunidades de Castilla-La Mancha and one from the Student Union.
What surprised me most is the ability that can have to manipulate reality. I'm going to try to compare lines general (as briefly as possible) these two very opposite views.

First, I will take the owner of the JCCM:
This defines the Bologna Process as a project launched by the EU to harmonize the European university systems, so that everyone has a homogeneous structure of undergraduate and graduate degrees, with a similar qualifications. This plan was agreed in 1999 to be carried out in 2010. Bologna
The plan aims to achieve a quality higher education across Europe, which is equally accessible to all students, regardless of their social or economic background can be assumed never an obstacle and encourage the international mobility of students, encouraging the exchange of ideas and experiences.
The following are a number of advantages related to the recognition of studies in other countries and the consequences it entails, but the ultimate benefit is the more curious: "All official studies have undergraduate and graduate public prices, making it cheaper the postgraduate training. "
After explaining the structure of studies (Bachelor, Master and Doctorate), what will happen with the current titles, and what happens to the scholarships. According to the plan brochure guarantees citizens equal access to higher education, removing obstacles that may have economic or other and promotes the increase of scholarships and recognition of studies (after this quote certain scholarship programs.) Finally, there is talk of prices adapted to the EHEA (European Higher Education Area) and it is said that prices of tuition for undergraduate studies will be maintained at current levels, as the board approves each course at public prices and he always does in lower rates and that the official Masters will also have public prices are so much less expensive than today.

Curious, right? From the discussion so far is just a little something to match what he had heard talk to students. Now, look at some positions of the Union of Students.
To this union, Bologna plan is a package of measures to privatize public universities and new structure is intended to expel the children of workers.

The essential postgrados prohibitive and will be priced multinational companies determine which races and content will be taught in the classroom. In addition the government intends to replace the post-graduate scholarships for bank loans. This makes the right to a university education into a lucrative private business.
also adds that in 40% of students with scholarship in the major Europe, in Spain the figure is only 14%, and the PSOE has approved a tightening of selectivity, to limit the access of students from secondary schools. The union is calling
mobilization, because we, the students, we must stop this.

It's amazing what you can get two views differ on the same topic, or some want to paint that comes up pink, or the rest overdo things too much for their own interests.
I personally do not know who to believe, if a student union with the same interests or the government in times of crisis (which makes you, like it or not, think wrong.) As I have said many times, be mature capacity @ means having choice, knowing what is right and what is not knowing what to ignore and what not, but sometimes we put it a bit difficult ....

A greeting ...

INMA

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Drinking to forget .... I forgot I was drinking ... You

Hello again!

These days I devote to talk a little bit of responsible consumption and leisure activities. Today, I focus on something that is spoken, usually in all groups of teenage friends at least once a week: alcohol.

And I have more than enough fingers on one hand to count the teens who have not drunk a drop of alcohol in his life.

currently relates alcohol with fun, with twice as well have fun if not drank .... Be all week waiting for the "weekend" to get "blind @" and have fun better than ever.

The main arguments of people who drink to have fun without knowing about it are: "I drown one's sorrows, "" I'm timid @ and alcohol helps me be more outgoing"...

From my point of view, it is better to learn to uninhibited by yourself, as there always be outgoing, not just weekends ... What works for one person very shy meeting new people on a Saturday if you pass it as "the fart" will not dare not to look at her face? Y the most curious thing is not only that, but then not even remember alomejor, and the only thing left is a looong Sunday hangover.

It certainly surprised me most lately is that every time you start to drink before, young people still do not know what is the least common multiple, and know all the brands of rum on the market. Shy people I've talked before, when are 18 years will have to drink 1 bottle of 5 liters of "Barceló" to loose ... Do not know about you, but I worry about getting to see such an image, but at this rate ...

This does not mean you to stop drinking, or anything, but to encourage responsible drinking. If you drink, do so at least in moderation!

Along these days delve into issues like this, and do not hesitate to tell me if I get heavy! =)

Regards,

INMA

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tuentiadict @?

"Who has not heard of Tuenti at this point?

For if there is a "despistaíllo" out there, Tuenti is the most popular network among young English to this day. With Tuenti can upload photos, videos ... and share them with your friends.

Unfortunately, this network has become, if anything, more famous since they released the alleged murderer of Martha del Castillo was within Tuenti.

.... And like all have their advantages and disadvantages:

On the one hand, it is an easy way to make friends and meet new people , besides being a good alternative for those moments of boredom that there is nothing to do (those who do.)

On the other hand, we must be careful with people you accept as friend, because if you do not know is better not (like in messenger), without realizing it, you lose some intimacy, as people who may never see in life is watching at home what you did last weekend, or how well you have you got these carnivals, bearing in mind that although you only want your friends to see your profile, the photos you share with eyos may be visible to your friends, if your profile can also be seen only by his friends ...

Another drawback that I see is that tuenti could limit our imagination, that I have seen these carnivals: for people who do not have desired much thought, only had to look at the pictures of people who are not of the same population, which certainly has uploaded photos of costumes to super-original copy ...

Finally (trying not to be boring), the most damaging problem is the addiction Tuenti could create. According to statistics, every week there are about 8000 new users and each user is estimated that the site dedicates two hours usage per session, while in other social networks like Facebook and MySpace is not reached within 45 minutes.

Finally, wanted to appoint Zaryn Dentzel, the operator of the network, since many users neither know but now know what to do without Tuenti.

A Salute ...

INMA