id	sid	tid	token	lemma	pos
ajssms-518	1	1	107	107	NUM
ajssms-518	1	2	asian	asian	ADJ
ajssms-518	1	3	journal	journal	NOUN
ajssms-518	1	4	of	of	ADP
ajssms-518	1	5	social	social	ADJ
ajssms-518	1	6	sciences	sciences	PROPN
ajssms-518	1	7	and	and	CCONJ
ajssms-518	1	8	management	management	NOUN
ajssms-518	1	9	studies	study	NOUN
ajssms-518	1	10	vol	vol	NOUN
ajssms-518	1	11	.	.	PROPN
ajssms-518	1	12	4	4	NUM
ajssms-518	1	13	,	,	PUNCT
ajssms-518	1	14	no	no	INTJ
ajssms-518	1	15	.	.	NOUN
ajssms-518	1	16	2	2	NUM
ajssms-518	1	17	,	,	PUNCT
ajssms-518	1	18	107	107	NUM
ajssms-518	1	19	-	-	SYM
ajssms-518	1	20	115	115	NUM
ajssms-518	1	21	,	,	PUNCT
ajssms-518	1	22	2017	2017	NUM
ajssms-518	1	23	issn(e	issn(e	NOUN
ajssms-518	1	24	)	)	PUNCT
ajssms-518	1	25	2313	2313	NUM
ajssms-518	1	26	-	-	SYM
ajssms-518	1	27	7401	7401	NUM
ajssms-518	1	28	/	/	SYM
ajssms-518	1	29	issn(p	issn(p	PROPN
ajssms-518	1	30	)	)	PUNCT
ajssms-518	1	31	2518	2518	NUM
ajssms-518	1	32	-	-	PUNCT
ajssms-518	1	33	0096	0096	NUM
ajssms-518	1	34	doi	doi	NOUN
ajssms-518	1	35	:	:	PUNCT
ajssms-518	1	36	10.20448	10.20448	NUM
ajssms-518	1	37	/	/	SYM
ajssms-518	1	38	journal.500.2017.42.107.115	journal.500.2017.42.107.115	PROPN
ajssms-518	1	39	inspiring	inspiring	ADJ
ajssms-518	1	40	,	,	PUNCT
ajssms-518	1	41	exploring	explore	VERB
ajssms-518	1	42	,	,	PUNCT
ajssms-518	1	43	activating	activate	VERB
ajssms-518	1	44	and	and	CCONJ
ajssms-518	1	45	organizing	organize	VERB
ajssms-518	1	46	:	:	PUNCT
ajssms-518	1	47	a	a	DET
ajssms-518	1	48	framework	framework	NOUN
ajssms-518	1	49	for	for	ADP
ajssms-518	1	50	improving	improve	VERB
ajssms-518	1	51	communication	communication	NOUN
ajssms-518	1	52	skills	skill	NOUN
ajssms-518	1	53	and	and	CCONJ
ajssms-518	1	54	product	product	NOUN
ajssms-518	1	55	knowledge	knowledge	NOUN
ajssms-518	1	56	in	in	ADP
ajssms-518	1	57	call	call	NOUN
ajssms-518	1	58	center	center	NOUN
ajssms-518	1	59	syed	syed	ADJ
ajssms-518	1	60	muhammad	muhammad	PROPN
ajssms-518	1	61	shoaib1	shoaib1	PROPN
ajssms-518	2	1	1hamdard	1hamdard	NUM
ajssms-518	2	2	university	university	NOUN
ajssms-518	2	3	,	,	PUNCT
ajssms-518	2	4	pakistan	pakistan	PROPN
ajssms-518	2	5	abstract	abstract	NOUN
ajssms-518	2	6	the	the	DET
ajssms-518	2	7	rapid	rapid	ADJ
ajssms-518	2	8	growth	growth	NOUN
ajssms-518	2	9	of	of	ADP
ajssms-518	2	10	call	call	NOUN
ajssms-518	2	11	centers	center	NOUN
ajssms-518	2	12	and	and	CCONJ
ajssms-518	2	13	customer	customer	NOUN
ajssms-518	2	14	dependency	dependency	NOUN
ajssms-518	2	15	on	on	ADP
ajssms-518	2	16	call	call	NOUN
ajssms-518	2	17	center	center	NOUN
ajssms-518	2	18	puts	put	VERB
ajssms-518	2	19	very	very	ADV
ajssms-518	2	20	high	high	ADJ
ajssms-518	2	21	demands	demand	NOUN
ajssms-518	2	22	and	and	CCONJ
ajssms-518	2	23	standards	standard	NOUN
ajssms-518	2	24	for	for	ADP
ajssms-518	2	25	the	the	DET
ajssms-518	2	26	call	call	NOUN
ajssms-518	2	27	center	center	NOUN
ajssms-518	2	28	management	management	NOUN
ajssms-518	2	29	in	in	ADP
ajssms-518	2	30	terms	term	NOUN
ajssms-518	2	31	of	of	ADP
ajssms-518	2	32	customer	customer	NOUN
ajssms-518	2	33	satisfaction	satisfaction	NOUN
ajssms-518	2	34	.	.	PUNCT
ajssms-518	3	1	beside	beside	ADP
ajssms-518	3	2	operational	operational	ADJ
ajssms-518	3	3	management	management	NOUN
ajssms-518	3	4	areas	area	NOUN
ajssms-518	3	5	like	like	ADP
ajssms-518	3	6	forecasting	forecasting	NOUN
ajssms-518	3	7	,	,	PUNCT
ajssms-518	3	8	scheduling	scheduling	NOUN
ajssms-518	3	9	,	,	PUNCT
ajssms-518	3	10	recruitment	recruitment	NOUN
ajssms-518	3	11	and	and	CCONJ
ajssms-518	3	12	hiring	hiring	NOUN
ajssms-518	3	13	,	,	PUNCT
ajssms-518	3	14	training	training	NOUN
ajssms-518	3	15	plays	play	VERB
ajssms-518	3	16	a	a	DET
ajssms-518	3	17	significant	significant	ADJ
ajssms-518	3	18	role	role	NOUN
ajssms-518	3	19	in	in	ADP
ajssms-518	3	20	achieving	achieve	VERB
ajssms-518	3	21	customer	customer	NOUN
ajssms-518	3	22	satisfaction	satisfaction	NOUN
ajssms-518	3	23	from	from	ADP
ajssms-518	3	24	call	call	NOUN
ajssms-518	3	25	centers	center	NOUN
ajssms-518	3	26	.	.	PUNCT
ajssms-518	4	1	this	this	DET
ajssms-518	4	2	paper	paper	NOUN
ajssms-518	4	3	deals	deal	NOUN
ajssms-518	4	4	with	with	ADP
ajssms-518	4	5	the	the	DET
ajssms-518	4	6	training	training	NOUN
ajssms-518	4	7	in	in	ADP
ajssms-518	4	8	a	a	DET
ajssms-518	4	9	call	call	NOUN
ajssms-518	4	10	center	center	NOUN
ajssms-518	4	11	and	and	CCONJ
ajssms-518	4	12	suggest	suggest	VERB
ajssms-518	4	13	a	a	DET
ajssms-518	4	14	framework	framework	NOUN
ajssms-518	4	15	for	for	ADP
ajssms-518	4	16	training	training	NOUN
ajssms-518	4	17	to	to	PART
ajssms-518	4	18	improve	improve	VERB
ajssms-518	4	19	customer	customer	NOUN
ajssms-518	4	20	satisfaction	satisfaction	NOUN
ajssms-518	4	21	by	by	ADP
ajssms-518	4	22	improving	improve	VERB
ajssms-518	4	23	product	product	NOUN
ajssms-518	4	24	knowledge	knowledge	NOUN
ajssms-518	4	25	and	and	CCONJ
ajssms-518	4	26	communication	communication	NOUN
ajssms-518	4	27	skills	skill	NOUN
ajssms-518	4	28	of	of	ADP
ajssms-518	4	29	call	call	NOUN
ajssms-518	4	30	center	center	NOUN
ajssms-518	4	31	agents	agent	NOUN
ajssms-518	4	32	.	.	PUNCT
ajssms-518	5	1	the	the	DET
ajssms-518	5	2	traditional	traditional	ADJ
ajssms-518	5	3	training	training	NOUN
ajssms-518	5	4	programs	program	NOUN
ajssms-518	5	5	in	in	ADP
ajssms-518	5	6	call	call	NOUN
ajssms-518	5	7	centers	center	NOUN
ajssms-518	5	8	heavily	heavily	ADV
ajssms-518	5	9	focuses	focus	VERB
ajssms-518	5	10	on	on	ADP
ajssms-518	5	11	forced	force	VERB
ajssms-518	5	12	learning	learning	NOUN
ajssms-518	5	13	methods	method	NOUN
ajssms-518	5	14	and	and	CCONJ
ajssms-518	5	15	traditional	traditional	ADJ
ajssms-518	5	16	lecture	lecture	NOUN
ajssms-518	5	17	base	base	NOUN
ajssms-518	5	18	approach	approach	NOUN
ajssms-518	5	19	.	.	PUNCT
ajssms-518	6	1	this	this	DET
ajssms-518	6	2	work	work	NOUN
ajssms-518	6	3	provides	provide	VERB
ajssms-518	6	4	a	a	DET
ajssms-518	6	5	framework	framework	NOUN
ajssms-518	6	6	and	and	CCONJ
ajssms-518	6	7	establishes	establish	VERB
ajssms-518	6	8	four	four	NUM
ajssms-518	6	9	principles	principle	NOUN
ajssms-518	6	10	to	to	PART
ajssms-518	6	11	reform	reform	VERB
ajssms-518	6	12	training	training	NOUN
ajssms-518	6	13	program	program	NOUN
ajssms-518	6	14	in	in	ADP
ajssms-518	6	15	order	order	NOUN
ajssms-518	6	16	to	to	PART
ajssms-518	6	17	improve	improve	VERB
ajssms-518	6	18	communication	communication	NOUN
ajssms-518	6	19	skills	skill	NOUN
ajssms-518	6	20	and	and	CCONJ
ajssms-518	6	21	product	product	NOUN
ajssms-518	6	22	knowledge	knowledge	NOUN
ajssms-518	6	23	of	of	ADP
ajssms-518	6	24	call	call	NOUN
ajssms-518	6	25	center	center	NOUN
ajssms-518	6	26	agents	agent	NOUN
ajssms-518	6	27	.	.	PUNCT
ajssms-518	7	1	the	the	DET
ajssms-518	7	2	first	first	ADJ
ajssms-518	7	3	principle	principle	ADJ
ajssms-518	7	4	“	"	PUNCT
ajssms-518	7	5	inspiring	inspiring	ADJ
ajssms-518	7	6	”	"	PUNCT
ajssms-518	7	7	focuses	focus	VERB
ajssms-518	7	8	on	on	ADP
ajssms-518	7	9	personal	personal	ADJ
ajssms-518	7	10	and	and	CCONJ
ajssms-518	7	11	professional	professional	ADJ
ajssms-518	7	12	development	development	NOUN
ajssms-518	7	13	of	of	ADP
ajssms-518	7	14	call	call	NOUN
ajssms-518	7	15	center	center	NOUN
ajssms-518	7	16	agent	agent	NOUN
ajssms-518	7	17	through	through	ADP
ajssms-518	7	18	call	call	NOUN
ajssms-518	7	19	center	center	NOUN
ajssms-518	7	20	.	.	PUNCT
ajssms-518	8	1	the	the	DET
ajssms-518	8	2	second	second	ADJ
ajssms-518	8	3	principle	principle	NOUN
ajssms-518	8	4	“	"	PUNCT
ajssms-518	8	5	exploring	explore	VERB
ajssms-518	8	6	”	"	PUNCT
ajssms-518	8	7	focuses	focus	VERB
ajssms-518	8	8	on	on	ADP
ajssms-518	8	9	self	self	NOUN
ajssms-518	8	10	-	-	PUNCT
ajssms-518	8	11	learning	learning	NOUN
ajssms-518	8	12	through	through	ADP
ajssms-518	8	13	designed	design	VERB
ajssms-518	8	14	explorations	exploration	NOUN
ajssms-518	8	15	,	,	PUNCT
ajssms-518	8	16	the	the	DET
ajssms-518	8	17	third	third	ADJ
ajssms-518	8	18	principle	principle	NOUN
ajssms-518	8	19	“	"	PUNCT
ajssms-518	8	20	activating	activate	VERB
ajssms-518	8	21	”	"	PUNCT
ajssms-518	8	22	focuses	focus	VERB
ajssms-518	8	23	on	on	ADP
ajssms-518	8	24	activity	activity	NOUN
ajssms-518	8	25	base	base	NOUN
ajssms-518	8	26	learning	learning	NOUN
ajssms-518	8	27	for	for	ADP
ajssms-518	8	28	communications	communication	NOUN
ajssms-518	8	29	skills	skill	NOUN
ajssms-518	8	30	and	and	CCONJ
ajssms-518	8	31	product	product	NOUN
ajssms-518	8	32	knowledge	knowledge	NOUN
ajssms-518	8	33	in	in	ADP
ajssms-518	8	34	call	call	NOUN
ajssms-518	8	35	centers	center	NOUN
ajssms-518	8	36	and	and	CCONJ
ajssms-518	8	37	the	the	DET
ajssms-518	8	38	last	last	ADJ
ajssms-518	8	39	principle	principle	ADJ
ajssms-518	8	40	“	"	PUNCT
ajssms-518	8	41	organizing	organize	VERB
ajssms-518	8	42	”	"	PUNCT
ajssms-518	8	43	aims	aim	NOUN
ajssms-518	8	44	at	at	ADP
ajssms-518	8	45	incorporation	incorporation	NOUN
ajssms-518	8	46	of	of	ADP
ajssms-518	8	47	these	these	DET
ajssms-518	8	48	principals	principal	NOUN
ajssms-518	8	49	into	into	ADP
ajssms-518	8	50	training	training	NOUN
ajssms-518	8	51	programs	program	NOUN
ajssms-518	8	52	and	and	CCONJ
ajssms-518	8	53	in	in	ADP
ajssms-518	8	54	training	training	NOUN
ajssms-518	8	55	curriculum	curriculum	NOUN
ajssms-518	8	56	for	for	ADP
ajssms-518	8	57	effective	effective	ADJ
ajssms-518	8	58	training	training	NOUN
ajssms-518	8	59	execution	execution	NOUN
ajssms-518	8	60	according	accord	VERB
ajssms-518	8	61	to	to	ADP
ajssms-518	8	62	the	the	DET
ajssms-518	8	63	guidelines	guideline	NOUN
ajssms-518	8	64	provided	provide	VERB
ajssms-518	8	65	in	in	ADP
ajssms-518	8	66	the	the	DET
ajssms-518	8	67	framework	framework	NOUN
ajssms-518	8	68	.	.	PUNCT
ajssms-518	9	1	keywords	keyword	NOUN
ajssms-518	9	2	:	:	PUNCT
ajssms-518	9	3	product	product	NOUN
ajssms-518	9	4	knowledge	knowledge	NOUN
ajssms-518	9	5	,	,	PUNCT
ajssms-518	9	6	communication	communication	NOUN
ajssms-518	9	7	skills	skill	NOUN
ajssms-518	9	8	,	,	PUNCT
ajssms-518	9	9	call	call	NOUN
ajssms-518	9	10	centers	center	NOUN
ajssms-518	9	11	,	,	PUNCT
ajssms-518	9	12	training	training	NOUN
ajssms-518	9	13	,	,	PUNCT
ajssms-518	9	14	framework	framework	NOUN
ajssms-518	9	15	.	.	PUNCT
ajssms-518	10	1	citation	citation	NOUN
ajssms-518	10	2	|	|	ADV
ajssms-518	10	3	syed	sye	VERB
ajssms-518	10	4	muhammad	muhammad	PROPN
ajssms-518	10	5	shoaib	shoaib	PROPN
ajssms-518	10	6	(	(	PUNCT
ajssms-518	10	7	2017	2017	NUM
ajssms-518	10	8	)	)	PUNCT
ajssms-518	10	9	.	.	PUNCT
ajssms-518	11	1	inspiring	inspiring	ADJ
ajssms-518	11	2	,	,	PUNCT
ajssms-518	11	3	exploring	explore	VERB
ajssms-518	11	4	,	,	PUNCT
ajssms-518	11	5	activating	activate	VERB
ajssms-518	11	6	and	and	CCONJ
ajssms-518	11	7	organizing	organize	VERB
ajssms-518	11	8	:	:	PUNCT
ajssms-518	11	9	a	a	DET
ajssms-518	11	10	framework	framework	NOUN
ajssms-518	11	11	for	for	ADP
ajssms-518	11	12	improving	improve	VERB
ajssms-518	11	13	communication	communication	NOUN
ajssms-518	11	14	skills	skill	NOUN
ajssms-518	11	15	and	and	CCONJ
ajssms-518	11	16	product	product	NOUN
ajssms-518	11	17	knowledge	knowledge	NOUN
ajssms-518	11	18	in	in	ADP
ajssms-518	11	19	call	call	NOUN
ajssms-518	11	20	center	center	NOUN
ajssms-518	11	21	.	.	PUNCT
ajssms-518	12	1	asian	asian	ADJ
ajssms-518	12	2	journal	journal	NOUN
ajssms-518	12	3	of	of	ADP
ajssms-518	12	4	social	social	ADJ
ajssms-518	12	5	sciences	sciences	PROPN
ajssms-518	12	6	and	and	CCONJ
ajssms-518	12	7	management	management	NOUN
ajssms-518	12	8	studies	study	NOUN
ajssms-518	12	9	,	,	PUNCT
ajssms-518	12	10	4(2	4(2	NUM
ajssms-518	12	11	):	):	PUNCT
ajssms-518	12	12	115	115	NUM
ajssms-518	12	13	-	-	SYM
ajssms-518	12	14	123	123	NUM
ajssms-518	12	15	.	.	PUNCT
ajssms-518	13	1	history	history	NOUN
ajssms-518	13	2	:	:	PUNCT
ajssms-518	13	3	received	receive	VERB
ajssms-518	13	4	:	:	PUNCT
ajssms-518	13	5	24	24	NUM
ajssms-518	13	6	november	november	PROPN
ajssms-518	13	7	2017	2017	NUM
ajssms-518	13	8	revised	revise	VERB
ajssms-518	13	9	:	:	PUNCT
ajssms-518	13	10	13	13	NUM
ajssms-518	13	11	december	december	PROPN
ajssms-518	13	12	2017	2017	NUM
ajssms-518	13	13	accepted	accept	VERB
ajssms-518	13	14	:	:	PUNCT
ajssms-518	13	15	18	18	NUM
ajssms-518	13	16	december	december	PROPN
ajssms-518	13	17	2017	2017	NUM
ajssms-518	13	18	published	publish	VERB
ajssms-518	13	19	:	:	PUNCT
ajssms-518	13	20	27	27	NUM
ajssms-518	13	21	december	december	PROPN
ajssms-518	13	22	2017	2017	NUM
ajssms-518	13	23	licensed	license	VERB
ajssms-518	13	24	:	:	PUNCT
ajssms-518	13	25	this	this	DET
ajssms-518	13	26	work	work	NOUN
ajssms-518	13	27	is	be	AUX
ajssms-518	13	28	licensed	license	VERB
ajssms-518	13	29	under	under	ADP
ajssms-518	13	30	a	a	DET
ajssms-518	13	31	creative	creative	ADJ
ajssms-518	13	32	commons	common	NOUN
ajssms-518	13	33	attribution	attribution	NOUN
ajssms-518	13	34	3.0	3.0	NUM
ajssms-518	13	35	license	license	NOUN
ajssms-518	13	36	publisher	publisher	NOUN
ajssms-518	13	37	:	:	PUNCT
ajssms-518	13	38	asian	asian	ADJ
ajssms-518	13	39	online	online	PROPN
ajssms-518	13	40	journal	journal	PROPN
ajssms-518	13	41	publishing	publishing	PROPN
ajssms-518	13	42	group	group	PROPN
ajssms-518	13	43	funding	funding	NOUN
ajssms-518	13	44	:	:	PUNCT
ajssms-518	13	45	this	this	DET
ajssms-518	13	46	study	study	NOUN
ajssms-518	13	47	received	receive	VERB
ajssms-518	13	48	no	no	DET
ajssms-518	13	49	specific	specific	ADJ
ajssms-518	13	50	financial	financial	ADJ
ajssms-518	13	51	support	support	NOUN
ajssms-518	13	52	.	.	PUNCT
ajssms-518	14	1	competing	compete	VERB
ajssms-518	14	2	interests	interest	NOUN
ajssms-518	14	3	:	:	PUNCT
ajssms-518	14	4	the	the	DET
ajssms-518	14	5	authors	author	NOUN
ajssms-518	14	6	declare	declare	VERB
ajssms-518	14	7	that	that	SCONJ
ajssms-518	14	8	they	they	PRON
ajssms-518	14	9	have	have	VERB
ajssms-518	14	10	no	no	DET
ajssms-518	14	11	conflict	conflict	NOUN
ajssms-518	14	12	of	of	ADP
ajssms-518	14	13	interests	interest	NOUN
ajssms-518	14	14	.	.	PUNCT
ajssms-518	15	1	transparency	transparency	NOUN
ajssms-518	15	2	:	:	PUNCT
ajssms-518	15	3	the	the	DET
ajssms-518	15	4	authors	author	NOUN
ajssms-518	15	5	confirm	confirm	VERB
ajssms-518	15	6	that	that	SCONJ
ajssms-518	15	7	the	the	DET
ajssms-518	15	8	manuscript	manuscript	NOUN
ajssms-518	15	9	is	be	AUX
ajssms-518	15	10	an	an	DET
ajssms-518	15	11	honest	honest	ADJ
ajssms-518	15	12	,	,	PUNCT
ajssms-518	15	13	accurate	accurate	ADJ
ajssms-518	15	14	,	,	PUNCT
ajssms-518	15	15	and	and	CCONJ
ajssms-518	15	16	transparent	transparent	ADJ
ajssms-518	15	17	account	account	NOUN
ajssms-518	15	18	of	of	ADP
ajssms-518	15	19	the	the	DET
ajssms-518	15	20	study	study	NOUN
ajssms-518	15	21	was	be	AUX
ajssms-518	15	22	reported	report	VERB
ajssms-518	15	23	;	;	PUNCT
ajssms-518	15	24	that	that	SCONJ
ajssms-518	15	25	no	no	DET
ajssms-518	15	26	vital	vital	ADJ
ajssms-518	15	27	features	feature	NOUN
ajssms-518	15	28	of	of	ADP
ajssms-518	15	29	the	the	DET
ajssms-518	15	30	study	study	NOUN
ajssms-518	15	31	have	have	AUX
ajssms-518	15	32	been	be	AUX
ajssms-518	15	33	omitted	omit	VERB
ajssms-518	15	34	;	;	PUNCT
ajssms-518	15	35	and	and	CCONJ
ajssms-518	15	36	that	that	SCONJ
ajssms-518	15	37	any	any	DET
ajssms-518	15	38	discrepancies	discrepancy	NOUN
ajssms-518	15	39	from	from	ADP
ajssms-518	15	40	the	the	DET
ajssms-518	15	41	study	study	NOUN
ajssms-518	15	42	as	as	SCONJ
ajssms-518	15	43	planned	plan	VERB
ajssms-518	15	44	have	have	AUX
ajssms-518	15	45	been	be	AUX
ajssms-518	15	46	explained	explain	VERB
ajssms-518	15	47	.	.	PUNCT
ajssms-518	16	1	ethical	ethical	ADJ
ajssms-518	16	2	:	:	PUNCT
ajssms-518	16	3	this	this	DET
ajssms-518	16	4	study	study	NOUN
ajssms-518	16	5	follows	follow	VERB
ajssms-518	16	6	all	all	DET
ajssms-518	16	7	ethical	ethical	ADJ
ajssms-518	16	8	practices	practice	NOUN
ajssms-518	16	9	during	during	ADP
ajssms-518	16	10	writing	writing	NOUN
ajssms-518	16	11	.	.	PUNCT
ajssms-518	17	1	contents	content	NOUN
ajssms-518	17	2	1	1	NUM
ajssms-518	17	3	.	.	PUNCT
ajssms-518	18	1	introduction	introduction	NOUN
ajssms-518	18	2	....................................................................................................................................................................................	....................................................................................................................................................................................	VERB
ajssms-518	18	3	108	108	NUM
ajssms-518	18	4	2	2	NUM
ajssms-518	18	5	.	.	PUNCT
ajssms-518	18	6	methodology	methodology	NOUN
ajssms-518	18	7	...................................................................................................................................................................................	...................................................................................................................................................................................	PUNCT
ajssms-518	19	1	108	108	NUM
ajssms-518	19	2	3	3	NUM
ajssms-518	19	3	.	.	PUNCT
ajssms-518	19	4	results	result	NOUN
ajssms-518	19	5	..............................................................................................................................................................................................	..............................................................................................................................................................................................	PUNCT
ajssms-518	20	1	109	109	NUM
ajssms-518	20	2	4	4	NUM
ajssms-518	20	3	.	.	PUNCT
ajssms-518	20	4	discussion	discussion	NOUN
ajssms-518	20	5	........................................................................................................................................................................................	........................................................................................................................................................................................	PUNCT
ajssms-518	21	1	112	112	NUM
ajssms-518	21	2	5	5	NUM
ajssms-518	21	3	.	.	PUNCT
ajssms-518	21	4	conclusion	conclusion	NOUN
ajssms-518	21	5	.......................................................................................................................................................................................	.......................................................................................................................................................................................	PUNCT
ajssms-518	21	6	114	114	NUM
ajssms-518	21	7	references	reference	NOUN
ajssms-518	21	8	............................................................................................................................................................................................	............................................................................................................................................................................................	PROPN
ajssms-518	22	1	115	115	NUM
ajssms-518	22	2	http://crossmark.crossref.org/dialog/?doi=10.20448/journal.500.2017.42.107.115&domain=pdf&date_stamp=2017-01-14	http://crossmark.crossref.org/dialog/?doi=10.20448/journal.500.2017.42.107.115&domain=pdf&date_stamp=2017-01-14	PROPN
ajssms-518	22	3	http://creativecommons.org/licenses/by/3.0/	http://creativecommons.org/licenses/by/3.0/	PROPN
ajssms-518	22	4	http://creativecommons.org/licenses/by/3.0/	http://creativecommons.org/licenses/by/3.0/	PROPN
ajssms-518	22	5	https://orcid.org/orcid-search/quick-search?searchquery=syed	https://orcid.org/orcid-search/quick-search?searchquery=syed	PROPN
ajssms-518	22	6	muhammad	muhammad	PROPN
ajssms-518	22	7	shoaib	shoaib	PROPN
ajssms-518	22	8	https://orcid.org/orcid-search/quick-search?searchquery=syed	https://orcid.org/orcid-search/quick-search?searchquery=sye	VERB
ajssms-518	22	9	muhammad	muhammad	PROPN
ajssms-518	22	10	shoaib	shoaib	PROPN
ajssms-518	22	11	asian	asian	PROPN
ajssms-518	22	12	journal	journal	PROPN
ajssms-518	22	13	of	of	ADP
ajssms-518	22	14	social	social	ADJ
ajssms-518	22	15	sciences	sciences	PROPN
ajssms-518	22	16	and	and	CCONJ
ajssms-518	22	17	management	management	NOUN
ajssms-518	22	18	studies	study	NOUN
ajssms-518	22	19	,	,	PUNCT
ajssms-518	22	20	2017	2017	NUM
ajssms-518	22	21	,	,	PUNCT
ajssms-518	22	22	4(2	4(2	NUM
ajssms-518	22	23	):	):	PUNCT
ajssms-518	22	24	107	107	NUM
ajssms-518	22	25	-	-	SYM
ajssms-518	22	26	115	115	NUM
ajssms-518	22	27	108	108	NUM
ajssms-518	22	28	1	1	NUM
ajssms-518	22	29	.	.	PUNCT
ajssms-518	22	30	introduction	introduction	NOUN
ajssms-518	22	31	customer	customer	NOUN
ajssms-518	22	32	service	service	NOUN
ajssms-518	22	33	is	be	AUX
ajssms-518	22	34	integral	integral	ADJ
ajssms-518	22	35	to	to	ADP
ajssms-518	22	36	the	the	DET
ajssms-518	22	37	success	success	NOUN
ajssms-518	22	38	of	of	ADP
ajssms-518	22	39	every	every	DET
ajssms-518	22	40	business	business	NOUN
ajssms-518	22	41	unit	unit	NOUN
ajssms-518	22	42	,	,	PUNCT
ajssms-518	22	43	whether	whether	SCONJ
ajssms-518	22	44	it	it	PRON
ajssms-518	22	45	is	be	AUX
ajssms-518	22	46	a	a	DET
ajssms-518	22	47	small	small	ADJ
ajssms-518	22	48	scale	scale	NOUN
ajssms-518	22	49	business	business	NOUN
ajssms-518	22	50	or	or	CCONJ
ajssms-518	22	51	a	a	DET
ajssms-518	22	52	large	large	ADJ
ajssms-518	22	53	enterprise	enterprise	NOUN
ajssms-518	22	54	,	,	PUNCT
ajssms-518	22	55	ever	ever	ADV
ajssms-518	22	56	increasing	increase	VERB
ajssms-518	22	57	customer	customer	NOUN
ajssms-518	22	58	expectations	expectation	NOUN
ajssms-518	22	59	and	and	CCONJ
ajssms-518	22	60	increasing	increase	VERB
ajssms-518	22	61	tendency	tendency	NOUN
ajssms-518	22	62	of	of	ADP
ajssms-518	22	63	sharing	share	VERB
ajssms-518	22	64	bad	bad	ADJ
ajssms-518	22	65	experience	experience	NOUN
ajssms-518	22	66	on	on	ADP
ajssms-518	22	67	social	social	ADJ
ajssms-518	22	68	media	medium	NOUN
ajssms-518	22	69	there	there	PRON
ajssms-518	22	70	is	be	VERB
ajssms-518	22	71	a	a	DET
ajssms-518	22	72	tremendous	tremendous	ADJ
ajssms-518	22	73	pressure	pressure	NOUN
ajssms-518	22	74	on	on	ADP
ajssms-518	22	75	companies	company	NOUN
ajssms-518	22	76	to	to	PART
ajssms-518	22	77	maintain	maintain	VERB
ajssms-518	22	78	high	high	ADJ
ajssms-518	22	79	level	level	NOUN
ajssms-518	22	80	of	of	ADP
ajssms-518	22	81	customer	customer	NOUN
ajssms-518	22	82	service	service	NOUN
ajssms-518	22	83	.	.	PUNCT
ajssms-518	23	1	the	the	DET
ajssms-518	23	2	decrease	decrease	NOUN
ajssms-518	23	3	in	in	ADP
ajssms-518	23	4	cost	cost	NOUN
ajssms-518	23	5	of	of	ADP
ajssms-518	23	6	telecommunication	telecommunication	NOUN
ajssms-518	23	7	and	and	CCONJ
ajssms-518	23	8	information	information	NOUN
ajssms-518	23	9	technology	technology	NOUN
ajssms-518	23	10	equipment	equipment	NOUN
ajssms-518	23	11	made	make	VERB
ajssms-518	23	12	a	a	DET
ajssms-518	23	13	significant	significant	ADJ
ajssms-518	23	14	role	role	NOUN
ajssms-518	23	15	in	in	ADP
ajssms-518	23	16	the	the	DET
ajssms-518	23	17	emergence	emergence	NOUN
ajssms-518	23	18	of	of	ADP
ajssms-518	23	19	call	call	NOUN
ajssms-518	23	20	centers	center	NOUN
ajssms-518	23	21	and	and	CCONJ
ajssms-518	23	22	now	now	ADV
ajssms-518	23	23	almost	almost	ADV
ajssms-518	23	24	every	every	PRON
ajssms-518	23	25	industry	industry	NOUN
ajssms-518	23	26	and	and	CCONJ
ajssms-518	23	27	organization	organization	NOUN
ajssms-518	23	28	is	be	AUX
ajssms-518	23	29	interested	interested	ADJ
ajssms-518	23	30	or	or	CCONJ
ajssms-518	23	31	already	already	ADV
ajssms-518	23	32	deployed	deploy	VERB
ajssms-518	23	33	call	call	NOUN
ajssms-518	23	34	center	center	NOUN
ajssms-518	23	35	as	as	ADP
ajssms-518	23	36	their	their	PRON
ajssms-518	23	37	prime	prime	ADJ
ajssms-518	23	38	customer	customer	NOUN
ajssms-518	23	39	facing	face	VERB
ajssms-518	23	40	channel	channel	NOUN
ajssms-518	23	41	.	.	PUNCT
ajssms-518	24	1	call	call	NOUN
ajssms-518	24	2	centers	center	NOUN
ajssms-518	24	3	now	now	ADV
ajssms-518	24	4	termed	term	VERB
ajssms-518	24	5	as	as	ADP
ajssms-518	24	6	the	the	DET
ajssms-518	24	7	“	"	PUNCT
ajssms-518	24	8	public	public	ADJ
ajssms-518	24	9	face	face	NOUN
ajssms-518	24	10	”	"	PUNCT
ajssms-518	24	11	for	for	ADP
ajssms-518	24	12	many	many	ADJ
ajssms-518	24	13	businesses	business	NOUN
ajssms-518	24	14	,	,	PUNCT
ajssms-518	24	15	have	have	VERB
ajssms-518	24	16	a	a	DET
ajssms-518	24	17	constantly	constantly	ADV
ajssms-518	24	18	increasing	increase	VERB
ajssms-518	24	19	significance	significance	NOUN
ajssms-518	24	20	in	in	ADP
ajssms-518	24	21	customer	customer	NOUN
ajssms-518	24	22	attainment	attainment	NOUN
ajssms-518	24	23	and	and	CCONJ
ajssms-518	24	24	retention	retention	NOUN
ajssms-518	24	25	.	.	PUNCT
ajssms-518	25	1	the	the	DET
ajssms-518	25	2	rapid	rapid	ADJ
ajssms-518	25	3	growth	growth	NOUN
ajssms-518	25	4	of	of	ADP
ajssms-518	25	5	call	call	NOUN
ajssms-518	25	6	centers	center	NOUN
ajssms-518	25	7	and	and	CCONJ
ajssms-518	25	8	customer	customer	NOUN
ajssms-518	25	9	dependency	dependency	NOUN
ajssms-518	25	10	on	on	ADP
ajssms-518	25	11	call	call	NOUN
ajssms-518	25	12	centers	center	NOUN
ajssms-518	25	13	puts	put	VERB
ajssms-518	25	14	very	very	ADV
ajssms-518	25	15	high	high	ADJ
ajssms-518	25	16	demands	demand	NOUN
ajssms-518	25	17	and	and	CCONJ
ajssms-518	25	18	standards	standard	NOUN
ajssms-518	25	19	for	for	ADP
ajssms-518	25	20	the	the	DET
ajssms-518	25	21	call	call	NOUN
ajssms-518	25	22	center	center	NOUN
ajssms-518	25	23	management	management	NOUN
ajssms-518	25	24	in	in	ADP
ajssms-518	25	25	terms	term	NOUN
ajssms-518	25	26	of	of	ADP
ajssms-518	25	27	customer	customer	NOUN
ajssms-518	25	28	satisfaction	satisfaction	NOUN
ajssms-518	25	29	thus	thus	ADV
ajssms-518	25	30	the	the	DET
ajssms-518	25	31	importance	importance	NOUN
ajssms-518	25	32	of	of	ADP
ajssms-518	25	33	call	call	NOUN
ajssms-518	25	34	center	center	NOUN
ajssms-518	25	35	and	and	CCONJ
ajssms-518	25	36	its	its	PRON
ajssms-518	25	37	operational	operational	ADJ
ajssms-518	25	38	effectiveness	effectiveness	NOUN
ajssms-518	25	39	and	and	CCONJ
ajssms-518	25	40	efficiency	efficiency	NOUN
ajssms-518	25	41	is	be	AUX
ajssms-518	25	42	imperial	imperial	ADJ
ajssms-518	25	43	in	in	ADP
ajssms-518	25	44	providing	provide	VERB
ajssms-518	25	45	quality	quality	NOUN
ajssms-518	25	46	services	service	NOUN
ajssms-518	25	47	to	to	ADP
ajssms-518	25	48	its	its	PRON
ajssms-518	25	49	customers	customer	NOUN
ajssms-518	25	50	.	.	PUNCT
ajssms-518	26	1	call	call	NOUN
ajssms-518	26	2	center	center	NOUN
ajssms-518	26	3	performance	performance	NOUN
ajssms-518	26	4	is	be	AUX
ajssms-518	26	5	mainly	mainly	ADV
ajssms-518	26	6	a	a	DET
ajssms-518	26	7	composition	composition	NOUN
ajssms-518	26	8	of	of	ADP
ajssms-518	26	9	a	a	PRON
ajssms-518	26	10	)	)	PUNCT
ajssms-518	26	11	how	how	SCONJ
ajssms-518	26	12	quickly	quickly	ADV
ajssms-518	26	13	customer	customer	NOUN
ajssms-518	26	14	call	call	NOUN
ajssms-518	26	15	is	be	AUX
ajssms-518	26	16	being	be	AUX
ajssms-518	26	17	answered	answer	VERB
ajssms-518	26	18	b	b	NOUN
ajssms-518	26	19	)	)	PUNCT
ajssms-518	26	20	how	how	SCONJ
ajssms-518	26	21	the	the	DET
ajssms-518	26	22	call	call	NOUN
ajssms-518	26	23	is	be	AUX
ajssms-518	26	24	being	be	AUX
ajssms-518	26	25	handled	handle	VERB
ajssms-518	26	26	.	.	PUNCT
ajssms-518	27	1	the	the	DET
ajssms-518	27	2	organization	organization	NOUN
ajssms-518	27	3	measures	measure	VERB
ajssms-518	27	4	its	its	PRON
ajssms-518	27	5	call	call	NOUN
ajssms-518	27	6	center	center	NOUN
ajssms-518	27	7	representatives	representative	NOUN
ajssms-518	27	8	on	on	ADP
ajssms-518	27	9	two	two	NUM
ajssms-518	27	10	major	major	ADJ
ajssms-518	27	11	compositions	composition	NOUN
ajssms-518	27	12	,	,	PUNCT
ajssms-518	27	13	adherence	adherence	NOUN
ajssms-518	27	14	measures	measure	NOUN
ajssms-518	27	15	and	and	CCONJ
ajssms-518	27	16	quality	quality	NOUN
ajssms-518	27	17	of	of	ADP
ajssms-518	27	18	a	a	DET
ajssms-518	27	19	call	call	NOUN
ajssms-518	27	20	.	.	PUNCT
ajssms-518	28	1	the	the	DET
ajssms-518	28	2	first	first	ADJ
ajssms-518	28	3	measurement	measurement	NOUN
ajssms-518	28	4	i	i	PROPN
ajssms-518	28	5	-	-	PUNCT
ajssms-518	28	6	e	e	X
ajssms-518	28	7	“	"	PUNCT
ajssms-518	28	8	the	the	DET
ajssms-518	28	9	adherence	adherence	NOUN
ajssms-518	28	10	measures	measure	NOUN
ajssms-518	28	11	”	"	PUNCT
ajssms-518	28	12	include	include	VERB
ajssms-518	28	13	adherence	adherence	NOUN
ajssms-518	28	14	to	to	ADP
ajssms-518	28	15	login	login	NOUN
ajssms-518	28	16	time	time	NOUN
ajssms-518	28	17	,	,	PUNCT
ajssms-518	28	18	average	average	ADJ
ajssms-518	28	19	handling	handling	NOUN
ajssms-518	28	20	time	time	NOUN
ajssms-518	28	21	,	,	PUNCT
ajssms-518	28	22	hold	hold	VERB
ajssms-518	28	23	time	time	NOUN
ajssms-518	28	24	,	,	PUNCT
ajssms-518	28	25	talk	talk	VERB
ajssms-518	28	26	time	time	NOUN
ajssms-518	28	27	etc	etc	X
ajssms-518	28	28	.	.	PUNCT
ajssms-518	29	1	the	the	DET
ajssms-518	29	2	adherence	adherence	NOUN
ajssms-518	29	3	measure	measure	NOUN
ajssms-518	29	4	is	be	AUX
ajssms-518	29	5	not	not	PART
ajssms-518	29	6	related	relate	VERB
ajssms-518	29	7	to	to	ADP
ajssms-518	29	8	this	this	DET
ajssms-518	29	9	research	research	NOUN
ajssms-518	29	10	directly	directly	ADV
ajssms-518	29	11	.	.	PUNCT
ajssms-518	30	1	this	this	DET
ajssms-518	30	2	research	research	NOUN
ajssms-518	30	3	deals	deal	VERB
ajssms-518	30	4	with	with	ADP
ajssms-518	30	5	the	the	DET
ajssms-518	30	6	second	second	ADJ
ajssms-518	30	7	segment	segment	NOUN
ajssms-518	30	8	of	of	ADP
ajssms-518	30	9	agent	agent	NOUN
ajssms-518	30	10	performance	performance	NOUN
ajssms-518	30	11	measurement	measurement	NOUN
ajssms-518	30	12	i	i	PROPN
ajssms-518	30	13	-	-	PUNCT
ajssms-518	30	14	e	e	X
ajssms-518	30	15	“	"	PUNCT
ajssms-518	30	16	the	the	DET
ajssms-518	30	17	quality	quality	NOUN
ajssms-518	30	18	of	of	ADP
ajssms-518	30	19	a	a	DET
ajssms-518	30	20	call	call	NOUN
ajssms-518	30	21	”	"	PUNCT
ajssms-518	30	22	i	i	PROPN
ajssms-518	30	23	-	-	PUNCT
ajssms-518	30	24	e	e	X
ajssms-518	30	25	how	how	SCONJ
ajssms-518	30	26	well	well	ADV
ajssms-518	30	27	agent	agent	NOUN
ajssms-518	30	28	performs	perform	VERB
ajssms-518	30	29	in	in	ADP
ajssms-518	30	30	the	the	DET
ajssms-518	30	31	call	call	NOUN
ajssms-518	30	32	with	with	ADP
ajssms-518	30	33	respect	respect	NOUN
ajssms-518	30	34	to	to	ADP
ajssms-518	30	35	“	"	PUNCT
ajssms-518	30	36	communication	communication	NOUN
ajssms-518	30	37	skills	skill	NOUN
ajssms-518	30	38	”	"	PUNCT
ajssms-518	30	39	and	and	CCONJ
ajssms-518	30	40	delivery	delivery	NOUN
ajssms-518	30	41	of	of	ADP
ajssms-518	30	42	qualified	qualified	ADJ
ajssms-518	30	43	information	information	NOUN
ajssms-518	30	44	to	to	ADP
ajssms-518	30	45	customers	customer	NOUN
ajssms-518	30	46	labelled	label	VERB
ajssms-518	30	47	as	as	ADP
ajssms-518	30	48	“	"	PUNCT
ajssms-518	30	49	product	product	NOUN
ajssms-518	30	50	knowledge	knowledge	NOUN
ajssms-518	30	51	”	"	PUNCT
ajssms-518	30	52	.	.	PUNCT
ajssms-518	31	1	call	call	NOUN
ajssms-518	31	2	center	center	NOUN
ajssms-518	31	3	faces	face	VERB
ajssms-518	31	4	variety	variety	NOUN
ajssms-518	31	5	of	of	ADP
ajssms-518	31	6	challenges	challenge	NOUN
ajssms-518	31	7	due	due	ADJ
ajssms-518	31	8	to	to	ADP
ajssms-518	31	9	which	which	DET
ajssms-518	31	10	call	call	NOUN
ajssms-518	31	11	centers	center	NOUN
ajssms-518	31	12	need	need	VERB
ajssms-518	31	13	to	to	PART
ajssms-518	31	14	strive	strive	VERB
ajssms-518	31	15	very	very	ADV
ajssms-518	31	16	hard	hard	ADV
ajssms-518	31	17	to	to	PART
ajssms-518	31	18	achieve	achieve	VERB
ajssms-518	31	19	optimal	optimal	ADJ
ajssms-518	31	20	customer	customer	NOUN
ajssms-518	31	21	satisfaction	satisfaction	NOUN
ajssms-518	31	22	.	.	PUNCT
ajssms-518	32	1	majority	majority	NOUN
ajssms-518	32	2	of	of	ADP
ajssms-518	32	3	customers	customer	NOUN
ajssms-518	32	4	approach	approach	NOUN
ajssms-518	32	5	call	call	NOUN
ajssms-518	32	6	center	center	NOUN
ajssms-518	32	7	for	for	ADP
ajssms-518	32	8	issues	issue	NOUN
ajssms-518	32	9	in	in	ADP
ajssms-518	32	10	service	service	NOUN
ajssms-518	32	11	,	,	PUNCT
ajssms-518	32	12	acquiring	acquire	VERB
ajssms-518	32	13	services	service	NOUN
ajssms-518	32	14	and	and	CCONJ
ajssms-518	32	15	for	for	ADP
ajssms-518	32	16	general	general	ADJ
ajssms-518	32	17	information	information	NOUN
ajssms-518	32	18	.	.	PUNCT
ajssms-518	33	1	thus	thus	ADV
ajssms-518	33	2	the	the	DET
ajssms-518	33	3	importance	importance	NOUN
ajssms-518	33	4	of	of	ADP
ajssms-518	33	5	call	call	NOUN
ajssms-518	33	6	center	center	NOUN
ajssms-518	33	7	and	and	CCONJ
ajssms-518	33	8	its	its	PRON
ajssms-518	33	9	operational	operational	ADJ
ajssms-518	33	10	effectiveness	effectiveness	NOUN
ajssms-518	33	11	and	and	CCONJ
ajssms-518	33	12	efficiency	efficiency	NOUN
ajssms-518	33	13	is	be	AUX
ajssms-518	33	14	imperial	imperial	ADJ
ajssms-518	33	15	in	in	ADP
ajssms-518	33	16	providing	provide	VERB
ajssms-518	33	17	quality	quality	NOUN
ajssms-518	33	18	services	service	NOUN
ajssms-518	33	19	to	to	ADP
ajssms-518	33	20	its	its	PRON
ajssms-518	33	21	customers	customer	NOUN
ajssms-518	33	22	.	.	PUNCT
ajssms-518	34	1	call	call	NOUN
ajssms-518	34	2	center	center	NOUN
ajssms-518	34	3	agent	agent	NOUN
ajssms-518	34	4	when	when	SCONJ
ajssms-518	34	5	equipped	equip	VERB
ajssms-518	34	6	with	with	ADP
ajssms-518	34	7	all	all	DET
ajssms-518	34	8	the	the	DET
ajssms-518	34	9	necessary	necessary	ADJ
ajssms-518	34	10	knowledge	knowledge	NOUN
ajssms-518	34	11	and	and	CCONJ
ajssms-518	34	12	accurate	accurate	ADJ
ajssms-518	34	13	information	information	NOUN
ajssms-518	34	14	can	can	AUX
ajssms-518	34	15	be	be	AUX
ajssms-518	34	16	able	able	ADJ
ajssms-518	34	17	to	to	PART
ajssms-518	34	18	deliver	deliver	VERB
ajssms-518	34	19	relevant	relevant	ADJ
ajssms-518	34	20	knowledge	knowledge	NOUN
ajssms-518	34	21	through	through	ADP
ajssms-518	34	22	excellent	excellent	ADJ
ajssms-518	34	23	communication	communication	NOUN
ajssms-518	34	24	skills	skill	NOUN
ajssms-518	34	25	which	which	PRON
ajssms-518	34	26	can	can	AUX
ajssms-518	34	27	significantly	significantly	ADV
ajssms-518	34	28	improve	improve	VERB
ajssms-518	34	29	customer	customer	NOUN
ajssms-518	34	30	experience	experience	NOUN
ajssms-518	34	31	over	over	ADP
ajssms-518	34	32	call	call	NOUN
ajssms-518	34	33	.	.	PUNCT
ajssms-518	35	1	many	many	ADJ
ajssms-518	35	2	businesses	business	NOUN
ajssms-518	35	3	rely	rely	VERB
ajssms-518	35	4	on	on	ADP
ajssms-518	35	5	call	call	NOUN
ajssms-518	35	6	centers	center	NOUN
ajssms-518	35	7	for	for	ADP
ajssms-518	35	8	their	their	PRON
ajssms-518	35	9	marketing	marketing	NOUN
ajssms-518	35	10	needs	need	NOUN
ajssms-518	35	11	and	and	CCONJ
ajssms-518	35	12	to	to	PART
ajssms-518	35	13	serve	serve	VERB
ajssms-518	35	14	their	their	PRON
ajssms-518	35	15	customers	customer	NOUN
ajssms-518	35	16	.	.	PUNCT
ajssms-518	36	1	call	call	NOUN
ajssms-518	36	2	centers	center	NOUN
ajssms-518	36	3	employee	employee	NOUN
ajssms-518	36	4	’s	’s	PART
ajssms-518	36	5	training	training	NOUN
ajssms-518	36	6	period	period	NOUN
ajssms-518	36	7	last	last	ADV
ajssms-518	36	8	typically	typically	ADV
ajssms-518	36	9	for	for	ADP
ajssms-518	36	10	few	few	ADJ
ajssms-518	36	11	weeks	week	NOUN
ajssms-518	36	12	and	and	CCONJ
ajssms-518	36	13	call	call	NOUN
ajssms-518	36	14	center	center	NOUN
ajssms-518	36	15	agents	agent	NOUN
ajssms-518	36	16	are	be	AUX
ajssms-518	36	17	very	very	ADV
ajssms-518	36	18	tightly	tightly	ADV
ajssms-518	36	19	monitored	monitor	VERB
ajssms-518	36	20	as	as	SCONJ
ajssms-518	36	21	they	they	PRON
ajssms-518	36	22	respond	respond	VERB
ajssms-518	36	23	to	to	ADP
ajssms-518	36	24	hundreds	hundred	NOUN
ajssms-518	36	25	of	of	ADP
ajssms-518	36	26	customer	customer	NOUN
ajssms-518	36	27	queries	query	VERB
ajssms-518	36	28	on	on	ADP
ajssms-518	36	29	daily	daily	ADJ
ajssms-518	36	30	basis	basis	NOUN
ajssms-518	36	31	(	(	PUNCT
ajssms-518	36	32	tjosvold	tjosvold	PROPN
ajssms-518	36	33	et	et	PROPN
ajssms-518	36	34	al	al	PROPN
ajssms-518	36	35	.	.	PROPN
ajssms-518	36	36	,	,	PUNCT
ajssms-518	36	37	2014	2014	NUM
ajssms-518	36	38	)	)	PUNCT
ajssms-518	36	39	.	.	PUNCT
ajssms-518	37	1	in	in	ADP
ajssms-518	37	2	call	call	NOUN
ajssms-518	37	3	centers	center	NOUN
ajssms-518	37	4	training	training	NOUN
ajssms-518	37	5	is	be	AUX
ajssms-518	37	6	typically	typically	ADV
ajssms-518	37	7	aimed	aim	VERB
ajssms-518	37	8	for	for	ADP
ajssms-518	37	9	(	(	PUNCT
ajssms-518	37	10	1	1	X
ajssms-518	37	11	)	)	PUNCT
ajssms-518	37	12	new	new	ADJ
ajssms-518	37	13	staff	staff	NOUN
ajssms-518	37	14	and	and	CCONJ
ajssms-518	37	15	(	(	PUNCT
ajssms-518	37	16	2	2	X
ajssms-518	37	17	)	)	PUNCT
ajssms-518	37	18	existing	exist	VERB
ajssms-518	37	19	staff	staff	NOUN
ajssms-518	37	20	.	.	PUNCT
ajssms-518	38	1	new	new	ADJ
ajssms-518	38	2	hires	hire	NOUN
ajssms-518	38	3	typically	typically	ADV
ajssms-518	38	4	got	get	VERB
ajssms-518	38	5	training	training	NOUN
ajssms-518	38	6	for	for	ADP
ajssms-518	38	7	few	few	ADJ
ajssms-518	38	8	weeks	week	NOUN
ajssms-518	38	9	before	before	SCONJ
ajssms-518	38	10	they	they	PRON
ajssms-518	38	11	put	put	VERB
ajssms-518	38	12	into	into	ADP
ajssms-518	38	13	floor	floor	NOUN
ajssms-518	38	14	shop	shop	NOUN
ajssms-518	38	15	,	,	PUNCT
ajssms-518	38	16	while	while	SCONJ
ajssms-518	38	17	training	training	NOUN
ajssms-518	38	18	for	for	ADP
ajssms-518	38	19	existing	exist	VERB
ajssms-518	38	20	staff	staff	NOUN
ajssms-518	38	21	can	can	AUX
ajssms-518	38	22	be	be	AUX
ajssms-518	38	23	both	both	PRON
ajssms-518	38	24	scheduled	schedule	VERB
ajssms-518	38	25	and	and	CCONJ
ajssms-518	38	26	unscheduled	unscheduled	ADJ
ajssms-518	38	27	.	.	PUNCT
ajssms-518	39	1	no	no	ADV
ajssms-518	39	2	matter	matter	ADV
ajssms-518	39	3	what	what	DET
ajssms-518	39	4	segment	segment	NOUN
ajssms-518	39	5	of	of	ADP
ajssms-518	39	6	staff	staff	NOUN
ajssms-518	39	7	,	,	PUNCT
ajssms-518	39	8	training	training	NOUN
ajssms-518	39	9	play	play	VERB
ajssms-518	39	10	a	a	DET
ajssms-518	39	11	very	very	ADV
ajssms-518	39	12	key	key	ADJ
ajssms-518	39	13	role	role	NOUN
ajssms-518	39	14	in	in	ADP
ajssms-518	39	15	ascertaining	ascertain	VERB
ajssms-518	39	16	employee	employee	NOUN
ajssms-518	39	17	and	and	CCONJ
ajssms-518	39	18	organizational	organizational	ADJ
ajssms-518	39	19	performance	performance	NOUN
ajssms-518	39	20	which	which	PRON
ajssms-518	39	21	in	in	ADP
ajssms-518	39	22	turns	turn	NOUN
ajssms-518	39	23	results	result	NOUN
ajssms-518	39	24	in	in	ADP
ajssms-518	39	25	customer	customer	NOUN
ajssms-518	39	26	satisfaction	satisfaction	NOUN
ajssms-518	39	27	.	.	PUNCT
ajssms-518	40	1	there	there	PRON
ajssms-518	40	2	are	be	VERB
ajssms-518	40	3	several	several	ADJ
ajssms-518	40	4	learning	learning	NOUN
ajssms-518	40	5	theories	theory	NOUN
ajssms-518	40	6	for	for	ADP
ajssms-518	40	7	training	training	NOUN
ajssms-518	40	8	which	which	PRON
ajssms-518	40	9	explain	explain	VERB
ajssms-518	40	10	how	how	SCONJ
ajssms-518	40	11	people	people	NOUN
ajssms-518	40	12	learn	learn	VERB
ajssms-518	40	13	and	and	CCONJ
ajssms-518	40	14	each	each	DET
ajssms-518	40	15	theory	theory	NOUN
ajssms-518	40	16	refer	refer	VERB
ajssms-518	40	17	to	to	ADP
ajssms-518	40	18	distinct	distinct	ADJ
ajssms-518	40	19	aspect	aspect	NOUN
ajssms-518	40	20	of	of	ADP
ajssms-518	40	21	how	how	SCONJ
ajssms-518	40	22	people	people	NOUN
ajssms-518	40	23	learn	learn	VERB
ajssms-518	40	24	for	for	ADP
ajssms-518	40	25	example	example	NOUN
ajssms-518	40	26	;	;	PUNCT
ajssms-518	40	27	a	a	DET
ajssms-518	40	28	)	)	PUNCT
ajssms-518	40	29	social	social	ADJ
ajssms-518	40	30	learning	learning	NOUN
ajssms-518	40	31	theory	theory	NOUN
ajssms-518	40	32	identifies	identify	VERB
ajssms-518	40	33	four	four	NUM
ajssms-518	40	34	aspects	aspect	NOUN
ajssms-518	40	35	of	of	ADP
ajssms-518	40	36	learning	learning	NOUN
ajssms-518	40	37	which	which	PRON
ajssms-518	40	38	are	be	AUX
ajssms-518	40	39	attention	attention	NOUN
ajssms-518	40	40	,	,	PUNCT
ajssms-518	40	41	retention	retention	NOUN
ajssms-518	40	42	,	,	PUNCT
ajssms-518	40	43	motor	motor	NOUN
ajssms-518	40	44	reproduction	reproduction	NOUN
ajssms-518	40	45	and	and	CCONJ
ajssms-518	40	46	motivational	motivational	NOUN
ajssms-518	40	47	(	(	PUNCT
ajssms-518	40	48	noe	noe	PROPN
ajssms-518	40	49	,	,	PUNCT
ajssms-518	40	50	2010	2010	NUM
ajssms-518	40	51	)	)	PUNCT
ajssms-518	40	52	reinforcement	reinforcement	NOUN
ajssms-518	40	53	theory	theory	NOUN
ajssms-518	40	54	developed	develop	VERB
ajssms-518	40	55	by	by	ADP
ajssms-518	40	56	b.f	b.f	PROPN
ajssms-518	40	57	.	.	PROPN
ajssms-518	40	58	skinner	skinner	PROPN
ajssms-518	40	59	,	,	PUNCT
ajssms-518	40	60	according	accord	VERB
ajssms-518	40	61	to	to	ADP
ajssms-518	40	62	which	which	DET
ajssms-518	40	63	behavior	behavior	NOUN
ajssms-518	40	64	is	be	AUX
ajssms-518	40	65	a	a	DET
ajssms-518	40	66	result	result	NOUN
ajssms-518	40	67	of	of	ADP
ajssms-518	40	68	its	its	PRON
ajssms-518	40	69	consequences	consequence	NOUN
ajssms-518	40	70	,	,	PUNCT
ajssms-518	40	71	c	c	X
ajssms-518	40	72	)	)	PUNCT
ajssms-518	40	73	goal	goal	NOUN
ajssms-518	40	74	theory	theory	NOUN
ajssms-518	40	75	deal	deal	VERB
ajssms-518	40	76	with	with	ADP
ajssms-518	40	77	organizational	organizational	ADJ
ajssms-518	40	78	psychology	psychology	NOUN
ajssms-518	40	79	and	and	CCONJ
ajssms-518	40	80	describe	describe	VERB
ajssms-518	40	81	the	the	DET
ajssms-518	40	82	relationship	relationship	NOUN
ajssms-518	40	83	between	between	ADP
ajssms-518	40	84	performance	performance	NOUN
ajssms-518	40	85	and	and	CCONJ
ajssms-518	40	86	goal	goal	NOUN
ajssms-518	40	87	setting	setting	NOUN
ajssms-518	40	88	.	.	PUNCT
ajssms-518	41	1	it	it	PRON
ajssms-518	41	2	is	be	AUX
ajssms-518	41	3	also	also	ADV
ajssms-518	41	4	very	very	ADV
ajssms-518	41	5	beneficial	beneficial	ADJ
ajssms-518	41	6	in	in	ADP
ajssms-518	41	7	designing	design	VERB
ajssms-518	41	8	training	training	NOUN
ajssms-518	41	9	programs	program	NOUN
ajssms-518	41	10	,	,	PUNCT
ajssms-518	41	11	assigning	assign	VERB
ajssms-518	41	12	trainees	trainee	NOUN
ajssms-518	41	13	with	with	ADP
ajssms-518	41	14	specific	specific	ADJ
ajssms-518	41	15	and	and	CCONJ
ajssms-518	41	16	challenging	challenging	ADJ
ajssms-518	41	17	goals	goal	NOUN
ajssms-518	41	18	can	can	AUX
ajssms-518	41	19	result	result	VERB
ajssms-518	41	20	in	in	ADP
ajssms-518	41	21	more	more	ADJ
ajssms-518	41	22	commitment	commitment	NOUN
ajssms-518	41	23	and	and	CCONJ
ajssms-518	41	24	involvement	involvement	NOUN
ajssms-518	41	25	and	and	CCONJ
ajssms-518	41	26	it	it	PRON
ajssms-518	41	27	also	also	ADV
ajssms-518	41	28	create	create	VERB
ajssms-518	41	29	satisfaction	satisfaction	NOUN
ajssms-518	41	30	among	among	ADP
ajssms-518	41	31	trainees	trainee	NOUN
ajssms-518	41	32	as	as	SCONJ
ajssms-518	41	33	they	they	PRON
ajssms-518	41	34	attain	attain	VERB
ajssms-518	41	35	their	their	PRON
ajssms-518	41	36	goals	goal	NOUN
ajssms-518	41	37	,	,	PUNCT
ajssms-518	41	38	d	d	X
ajssms-518	41	39	)	)	PUNCT
ajssms-518	41	40	adult	adult	NOUN
ajssms-518	41	41	learning	learning	NOUN
ajssms-518	41	42	theory	theory	NOUN
ajssms-518	41	43	which	which	PRON
ajssms-518	41	44	is	be	AUX
ajssms-518	41	45	described	describe	VERB
ajssms-518	41	46	as	as	ADP
ajssms-518	41	47	the	the	DET
ajssms-518	41	48	art	art	NOUN
ajssms-518	41	49	and	and	CCONJ
ajssms-518	41	50	science	science	NOUN
ajssms-518	41	51	of	of	ADP
ajssms-518	41	52	adult	adult	NOUN
ajssms-518	41	53	learning	learning	NOUN
ajssms-518	41	54	,	,	PUNCT
ajssms-518	41	55	in	in	ADP
ajssms-518	41	56	applied	applied	ADJ
ajssms-518	41	57	terms	term	NOUN
ajssms-518	41	58	,	,	PUNCT
ajssms-518	41	59	it	it	PRON
ajssms-518	41	60	means	mean	VERB
ajssms-518	41	61	that	that	SCONJ
ajssms-518	41	62	teaching	teaching	NOUN
ajssms-518	41	63	for	for	ADP
ajssms-518	41	64	adults	adult	NOUN
ajssms-518	41	65	requires	require	VERB
ajssms-518	41	66	focusing	focus	VERB
ajssms-518	41	67	more	more	ADV
ajssms-518	41	68	on	on	ADP
ajssms-518	41	69	the	the	DET
ajssms-518	41	70	procedure	procedure	NOUN
ajssms-518	41	71	and	and	CCONJ
ajssms-518	41	72	less	less	ADJ
ajssms-518	41	73	on	on	ADP
ajssms-518	41	74	the	the	DET
ajssms-518	41	75	content	content	NOUN
ajssms-518	41	76	being	be	AUX
ajssms-518	41	77	educated	educate	VERB
ajssms-518	41	78	and	and	CCONJ
ajssms-518	41	79	approaches	approach	NOUN
ajssms-518	41	80	such	such	ADJ
ajssms-518	41	81	as	as	ADP
ajssms-518	41	82	case	case	NOUN
ajssms-518	41	83	studies	study	NOUN
ajssms-518	41	84	,	,	PUNCT
ajssms-518	41	85	character	character	NOUN
ajssms-518	41	86	playing	playing	NOUN
ajssms-518	41	87	,	,	PUNCT
ajssms-518	41	88	simulations	simulation	NOUN
ajssms-518	41	89	,	,	PUNCT
ajssms-518	41	90	and	and	CCONJ
ajssms-518	41	91	self	self	NOUN
ajssms-518	41	92	-	-	PUNCT
ajssms-518	41	93	evaluation	evaluation	NOUN
ajssms-518	41	94	are	be	AUX
ajssms-518	41	95	of	of	ADP
ajssms-518	41	96	maximum	maximum	ADJ
ajssms-518	41	97	benefit	benefit	NOUN
ajssms-518	41	98	rather	rather	ADV
ajssms-518	41	99	the	the	DET
ajssms-518	41	100	lecture	lecture	NOUN
ajssms-518	41	101	,	,	PUNCT
ajssms-518	41	102	e	e	NOUN
ajssms-518	41	103	)	)	PUNCT
ajssms-518	41	104	information	information	NOUN
ajssms-518	41	105	processing	processing	NOUN
ajssms-518	41	106	theory	theory	NOUN
ajssms-518	41	107	(	(	PUNCT
ajssms-518	41	108	ipm	ipm	NOUN
ajssms-518	41	109	)	)	PUNCT
ajssms-518	41	110	not	not	PART
ajssms-518	41	111	only	only	ADV
ajssms-518	41	112	focuses	focus	VERB
ajssms-518	41	113	on	on	ADP
ajssms-518	41	114	internal	internal	ADJ
ajssms-518	41	115	mechanism	mechanism	NOUN
ajssms-518	41	116	of	of	ADP
ajssms-518	41	117	learning	learn	VERB
ajssms-518	41	118	that	that	PRON
ajssms-518	41	119	enable	enable	VERB
ajssms-518	41	120	us	we	PRON
ajssms-518	41	121	to	to	PART
ajssms-518	41	122	store	store	VERB
ajssms-518	41	123	,	,	PUNCT
ajssms-518	41	124	capture	capture	NOUN
ajssms-518	41	125	,	,	PUNCT
ajssms-518	41	126	retrieve	retrieve	VERB
ajssms-518	41	127	and	and	CCONJ
ajssms-518	41	128	respond	respond	VERB
ajssms-518	41	129	to	to	ADP
ajssms-518	41	130	messages	message	NOUN
ajssms-518	41	131	but	but	CCONJ
ajssms-518	41	132	also	also	ADV
ajssms-518	41	133	highlights	highlight	VERB
ajssms-518	41	134	the	the	DET
ajssms-518	41	135	impact	impact	NOUN
ajssms-518	41	136	of	of	ADP
ajssms-518	41	137	outside	outside	ADJ
ajssms-518	41	138	factors	factor	NOUN
ajssms-518	41	139	on	on	ADP
ajssms-518	41	140	learning	learn	VERB
ajssms-518	41	141	.	.	PUNCT
ajssms-518	42	1	there	there	PRON
ajssms-518	42	2	are	be	VERB
ajssms-518	42	3	number	number	NOUN
ajssms-518	42	4	of	of	ADP
ajssms-518	42	5	training	training	NOUN
ajssms-518	42	6	frameworks	framework	NOUN
ajssms-518	42	7	or	or	CCONJ
ajssms-518	42	8	models	model	NOUN
ajssms-518	42	9	that	that	PRON
ajssms-518	42	10	have	have	AUX
ajssms-518	42	11	yield	yield	VERB
ajssms-518	42	12	significant	significant	ADJ
ajssms-518	42	13	performance	performance	NOUN
ajssms-518	42	14	improvement	improvement	NOUN
ajssms-518	42	15	in	in	ADP
ajssms-518	42	16	organizations	organization	NOUN
ajssms-518	42	17	.these	.these	PRON
ajssms-518	42	18	well	well	ADV
ajssms-518	42	19	-	-	PUNCT
ajssms-518	42	20	known	know	VERB
ajssms-518	42	21	training	training	NOUN
ajssms-518	42	22	models	model	NOUN
ajssms-518	42	23	are	be	AUX
ajssms-518	42	24	instructional	instructional	ADJ
ajssms-518	42	25	systems	system	NOUN
ajssms-518	42	26	design	design	NOUN
ajssms-518	42	27	(	(	PUNCT
ajssms-518	42	28	isd	isd	PROPN
ajssms-518	42	29	)	)	PUNCT
ajssms-518	42	30	,	,	PUNCT
ajssms-518	42	31	the	the	DET
ajssms-518	42	32	five	five	NUM
ajssms-518	42	33	step	step	NOUN
ajssms-518	42	34	design	design	NOUN
ajssms-518	42	35	,	,	PUNCT
ajssms-518	42	36	analysis	analysis	NOUN
ajssms-518	42	37	,	,	PUNCT
ajssms-518	42	38	evaluation	evaluation	NOUN
ajssms-518	42	39	,	,	PUNCT
ajssms-518	42	40	implementation	implementation	NOUN
ajssms-518	42	41	,	,	PUNCT
ajssms-518	42	42	and	and	CCONJ
ajssms-518	42	43	development	development	NOUN
ajssms-518	42	44	model	model	NOUN
ajssms-518	42	45	framework	framework	NOUN
ajssms-518	42	46	of	of	ADP
ajssms-518	42	47	the	the	DET
ajssms-518	42	48	addie	addie	PROPN
ajssms-518	42	49	covers	cover	VERB
ajssms-518	42	50	all	all	DET
ajssms-518	42	51	the	the	DET
ajssms-518	42	52	steps	step	NOUN
ajssms-518	42	53	of	of	ADP
ajssms-518	42	54	isd	isd	PROPN
ajssms-518	42	55	model	model	NOUN
ajssms-518	42	56	(	(	PUNCT
ajssms-518	42	57	dick	dick	PROPN
ajssms-518	42	58	et	et	PROPN
ajssms-518	42	59	al	al	PROPN
ajssms-518	42	60	.	.	PROPN
ajssms-518	42	61	,	,	PUNCT
ajssms-518	42	62	2011	2011	NUM
ajssms-518	42	63	;	;	PUNCT
ajssms-518	42	64	gustafson	gustafson	PROPN
ajssms-518	42	65	and	and	CCONJ
ajssms-518	42	66	branch	branch	NOUN
ajssms-518	42	67	,	,	PUNCT
ajssms-518	42	68	2011	2011	NUM
ajssms-518	42	69	)	)	PUNCT
ajssms-518	42	70	.	.	PUNCT
ajssms-518	43	1	in	in	ADP
ajssms-518	43	2	addie	addie	PROPN
ajssms-518	43	3	model	model	PROPN
ajssms-518	43	4	design	design	NOUN
ajssms-518	43	5	stage	stage	NOUN
ajssms-518	43	6	focuses	focus	VERB
ajssms-518	43	7	on	on	ADP
ajssms-518	43	8	how	how	SCONJ
ajssms-518	43	9	the	the	DET
ajssms-518	43	10	learner	learner	NOUN
ajssms-518	43	11	learn	learn	VERB
ajssms-518	43	12	,	,	PUNCT
ajssms-518	43	13	in	in	ADP
ajssms-518	43	14	the	the	DET
ajssms-518	43	15	development	development	NOUN
ajssms-518	43	16	stage	stage	NOUN
ajssms-518	43	17	teaching	teaching	NOUN
ajssms-518	43	18	content	content	NOUN
ajssms-518	43	19	are	be	AUX
ajssms-518	43	20	formulated	formulate	VERB
ajssms-518	43	21	,	,	PUNCT
ajssms-518	43	22	next	next	ADJ
ajssms-518	43	23	stage	stage	NOUN
ajssms-518	43	24	involves	involve	VERB
ajssms-518	43	25	applying	apply	VERB
ajssms-518	43	26	the	the	DET
ajssms-518	43	27	training	training	NOUN
ajssms-518	43	28	,	,	PUNCT
ajssms-518	43	29	building	build	VERB
ajssms-518	43	30	the	the	DET
ajssms-518	43	31	teaching	teaching	NOUN
ajssms-518	43	32	atmosphere	atmosphere	NOUN
ajssms-518	43	33	,	,	PUNCT
ajssms-518	43	34	and	and	CCONJ
ajssms-518	43	35	placing	place	VERB
ajssms-518	43	36	teaching	teaching	NOUN
ajssms-518	43	37	supplies	supply	NOUN
ajssms-518	43	38	in	in	ADP
ajssms-518	43	39	the	the	DET
ajssms-518	43	40	teaching	teaching	NOUN
ajssms-518	43	41	environment	environment	NOUN
ajssms-518	43	42	,	,	PUNCT
ajssms-518	43	43	in	in	ADP
ajssms-518	43	44	the	the	DET
ajssms-518	43	45	final	final	ADJ
ajssms-518	43	46	stage	stage	NOUN
ajssms-518	43	47	performance	performance	NOUN
ajssms-518	43	48	and	and	CCONJ
ajssms-518	43	49	outcomes	outcome	NOUN
ajssms-518	43	50	are	be	AUX
ajssms-518	43	51	evaluated	evaluate	VERB
ajssms-518	43	52	(	(	PUNCT
ajssms-518	43	53	hsu	hsu	PROPN
ajssms-518	43	54	et	et	PROPN
ajssms-518	43	55	al	al	PROPN
ajssms-518	43	56	.	.	PROPN
ajssms-518	43	57	,	,	PUNCT
ajssms-518	43	58	2014	2014	NUM
ajssms-518	43	59	)	)	PUNCT
ajssms-518	43	60	.	.	PUNCT
ajssms-518	44	1	human	human	ADJ
ajssms-518	44	2	performance	performance	NOUN
ajssms-518	44	3	technology	technology	NOUN
ajssms-518	44	4	(	(	PUNCT
ajssms-518	44	5	hpt	hpt	NOUN
ajssms-518	44	6	)	)	PUNCT
ajssms-518	44	7	comprises	comprise	NOUN
ajssms-518	44	8	of	of	ADP
ajssms-518	44	9	ideologies	ideology	NOUN
ajssms-518	44	10	from	from	ADP
ajssms-518	44	11	arenas	arena	NOUN
ajssms-518	44	12	such	such	ADJ
ajssms-518	44	13	as	as	ADP
ajssms-518	44	14	social	social	ADJ
ajssms-518	44	15	psychology	psychology	NOUN
ajssms-518	44	16	,	,	PUNCT
ajssms-518	44	17	instructional	instructional	ADJ
ajssms-518	44	18	systems	system	NOUN
ajssms-518	44	19	design	design	NOUN
ajssms-518	44	20	,	,	PUNCT
ajssms-518	44	21	organizational	organizational	ADJ
ajssms-518	44	22	development	development	NOUN
ajssms-518	44	23	and	and	CCONJ
ajssms-518	44	24	human	human	ADJ
ajssms-518	44	25	resources	resource	NOUN
ajssms-518	44	26	management	management	NOUN
ajssms-518	44	27	(	(	PUNCT
ajssms-518	44	28	klein	klein	PROPN
ajssms-518	44	29	and	and	CCONJ
ajssms-518	44	30	fox	fox	PROPN
ajssms-518	44	31	,	,	PUNCT
ajssms-518	44	32	2004	2004	NUM
ajssms-518	44	33	)	)	PUNCT
ajssms-518	44	34	.	.	PUNCT
ajssms-518	45	1	hpt	hpt	PROPN
ajssms-518	45	2	helps	help	VERB
ajssms-518	45	3	organizations	organization	NOUN
ajssms-518	45	4	to	to	PART
ajssms-518	45	5	identify	identify	VERB
ajssms-518	45	6	performance	performance	NOUN
ajssms-518	45	7	gaps	gap	NOUN
ajssms-518	45	8	,	,	PUNCT
ajssms-518	45	9	offers	offer	VERB
ajssms-518	45	10	interventions	intervention	NOUN
ajssms-518	45	11	for	for	ADP
ajssms-518	45	12	performance	performance	NOUN
ajssms-518	45	13	enhancement	enhancement	NOUN
ajssms-518	45	14	,	,	PUNCT
ajssms-518	45	15	implementation	implementation	NOUN
ajssms-518	45	16	of	of	ADP
ajssms-518	45	17	change	change	NOUN
ajssms-518	45	18	management	management	NOUN
ajssms-518	45	19	process	process	NOUN
ajssms-518	45	20	and	and	CCONJ
ajssms-518	45	21	results	result	VERB
ajssms-518	45	22	evaluation	evaluation	NOUN
ajssms-518	45	23	.	.	PUNCT
ajssms-518	46	1	the	the	DET
ajssms-518	46	2	purpose	purpose	NOUN
ajssms-518	46	3	of	of	ADP
ajssms-518	46	4	the	the	DET
ajssms-518	46	5	training	training	NOUN
ajssms-518	46	6	programs	program	NOUN
ajssms-518	46	7	is	be	AUX
ajssms-518	46	8	to	to	PART
ajssms-518	46	9	increase	increase	VERB
ajssms-518	46	10	the	the	DET
ajssms-518	46	11	individual	individual	ADJ
ajssms-518	46	12	job	job	NOUN
ajssms-518	46	13	performance	performance	NOUN
ajssms-518	46	14	(	(	PUNCT
ajssms-518	46	15	bain	bain	PROPN
ajssms-518	46	16	et	et	PROPN
ajssms-518	46	17	al	al	PROPN
ajssms-518	46	18	.	.	PROPN
ajssms-518	46	19	,	,	PUNCT
ajssms-518	46	20	2002	2002	NUM
ajssms-518	46	21	;	;	PUNCT
ajssms-518	46	22	holman	holman	PROPN
ajssms-518	46	23	et	et	PROPN
ajssms-518	46	24	al	al	PROPN
ajssms-518	46	25	.	.	PROPN
ajssms-518	46	26	,	,	PUNCT
ajssms-518	46	27	2007	2007	NUM
ajssms-518	46	28	)	)	PUNCT
ajssms-518	46	29	employee	employee	NOUN
ajssms-518	46	30	performance	performance	NOUN
ajssms-518	46	31	and	and	CCONJ
ajssms-518	46	32	organizational	organizational	ADJ
ajssms-518	46	33	performance	performance	NOUN
ajssms-518	46	34	.	.	PUNCT
ajssms-518	47	1	this	this	DET
ajssms-518	47	2	study	study	NOUN
ajssms-518	47	3	focuses	focus	VERB
ajssms-518	47	4	on	on	ADP
ajssms-518	47	5	developing	develop	VERB
ajssms-518	47	6	a	a	DET
ajssms-518	47	7	new	new	ADJ
ajssms-518	47	8	framework	framework	NOUN
ajssms-518	47	9	to	to	PART
ajssms-518	47	10	improve	improve	VERB
ajssms-518	47	11	the	the	DET
ajssms-518	47	12	“	"	PUNCT
ajssms-518	47	13	communication	communication	NOUN
ajssms-518	47	14	skills	skill	NOUN
ajssms-518	47	15	“	"	PUNCT
ajssms-518	47	16	and	and	CCONJ
ajssms-518	47	17	“	"	PUNCT
ajssms-518	47	18	product	product	NOUN
ajssms-518	47	19	knowledge	knowledge	NOUN
ajssms-518	47	20	”	"	PUNCT
ajssms-518	47	21	of	of	ADP
ajssms-518	47	22	call	call	NOUN
ajssms-518	47	23	centre	centre	NOUN
ajssms-518	47	24	agents	agent	NOUN
ajssms-518	47	25	.	.	PUNCT
ajssms-518	48	1	the	the	DET
ajssms-518	48	2	research	research	NOUN
ajssms-518	48	3	targets	target	VERB
ajssms-518	48	4	improvement	improvement	NOUN
ajssms-518	48	5	in	in	ADP
ajssms-518	48	6	communication	communication	NOUN
ajssms-518	48	7	skills	skill	NOUN
ajssms-518	48	8	and	and	CCONJ
ajssms-518	48	9	product	product	NOUN
ajssms-518	48	10	knowledge	knowledge	NOUN
ajssms-518	48	11	through	through	ADP
ajssms-518	48	12	the	the	DET
ajssms-518	48	13	implementation	implementation	NOUN
ajssms-518	48	14	of	of	ADP
ajssms-518	48	15	suggested	suggest	VERB
ajssms-518	48	16	framework	framework	NOUN
ajssms-518	48	17	presented	present	VERB
ajssms-518	48	18	in	in	ADP
ajssms-518	48	19	this	this	DET
ajssms-518	48	20	study	study	NOUN
ajssms-518	48	21	.	.	PUNCT
ajssms-518	49	1	the	the	DET
ajssms-518	49	2	framework	framework	NOUN
ajssms-518	49	3	is	be	AUX
ajssms-518	49	4	designed	design	VERB
ajssms-518	49	5	by	by	ADP
ajssms-518	49	6	focusing	focus	VERB
ajssms-518	49	7	on	on	ADP
ajssms-518	49	8	how	how	SCONJ
ajssms-518	49	9	to	to	PART
ajssms-518	49	10	improve	improve	VERB
ajssms-518	49	11	the	the	DET
ajssms-518	49	12	engagement	engagement	NOUN
ajssms-518	49	13	of	of	ADP
ajssms-518	49	14	trainees	trainee	NOUN
ajssms-518	49	15	in	in	ADP
ajssms-518	49	16	training	training	NOUN
ajssms-518	49	17	programs	program	NOUN
ajssms-518	49	18	,	,	PUNCT
ajssms-518	49	19	how	how	SCONJ
ajssms-518	49	20	to	to	PART
ajssms-518	49	21	develop	develop	VERB
ajssms-518	49	22	motivation	motivation	NOUN
ajssms-518	49	23	for	for	ADP
ajssms-518	49	24	self	self	NOUN
ajssms-518	49	25	-	-	PUNCT
ajssms-518	49	26	directed	direct	VERB
ajssms-518	49	27	learning	learning	NOUN
ajssms-518	49	28	for	for	ADP
ajssms-518	49	29	personal	personal	ADJ
ajssms-518	49	30	and	and	CCONJ
ajssms-518	49	31	professional	professional	ADJ
ajssms-518	49	32	development	development	NOUN
ajssms-518	49	33	and	and	CCONJ
ajssms-518	49	34	how	how	SCONJ
ajssms-518	49	35	to	to	PART
ajssms-518	49	36	reduce	reduce	VERB
ajssms-518	49	37	attrition	attrition	NOUN
ajssms-518	49	38	rate	rate	NOUN
ajssms-518	49	39	.	.	PUNCT
ajssms-518	50	1	the	the	DET
ajssms-518	50	2	significance	significance	NOUN
ajssms-518	50	3	of	of	ADP
ajssms-518	50	4	training	training	NOUN
ajssms-518	50	5	in	in	ADP
ajssms-518	50	6	achieving	achieve	VERB
ajssms-518	50	7	customer	customer	NOUN
ajssms-518	50	8	satisfaction	satisfaction	NOUN
ajssms-518	50	9	is	be	AUX
ajssms-518	50	10	of	of	ADP
ajssms-518	50	11	great	great	ADJ
ajssms-518	50	12	value	value	NOUN
ajssms-518	50	13	and	and	CCONJ
ajssms-518	50	14	this	this	DET
ajssms-518	50	15	work	work	NOUN
ajssms-518	50	16	help	help	NOUN
ajssms-518	50	17	in	in	ADP
ajssms-518	50	18	achieving	achieve	VERB
ajssms-518	50	19	customer	customer	NOUN
ajssms-518	50	20	satisfaction	satisfaction	NOUN
ajssms-518	50	21	and	and	CCONJ
ajssms-518	50	22	improve	improve	VERB
ajssms-518	50	23	agent	agent	NOUN
ajssms-518	50	24	performance	performance	NOUN
ajssms-518	50	25	through	through	ADP
ajssms-518	50	26	new	new	ADJ
ajssms-518	50	27	training	training	NOUN
ajssms-518	50	28	framework	framework	NOUN
ajssms-518	50	29	presented	present	VERB
ajssms-518	50	30	in	in	ADP
ajssms-518	50	31	this	this	DET
ajssms-518	50	32	research	research	NOUN
ajssms-518	50	33	.	.	PUNCT
ajssms-518	51	1	2	2	X
ajssms-518	51	2	.	.	X
ajssms-518	51	3	methodology	methodology	NOUN
ajssms-518	51	4	2.1	2.1	NUM
ajssms-518	51	5	.	.	PUNCT
ajssms-518	52	1	research	research	NOUN
ajssms-518	52	2	tool	tool	NOUN
ajssms-518	52	3	quantitative	quantitative	ADJ
ajssms-518	52	4	and	and	CCONJ
ajssms-518	52	5	observational	observational	ADJ
ajssms-518	52	6	research	research	NOUN
ajssms-518	52	7	was	be	AUX
ajssms-518	52	8	carried	carry	VERB
ajssms-518	52	9	out	out	ADP
ajssms-518	52	10	to	to	PART
ajssms-518	52	11	test	test	VERB
ajssms-518	52	12	the	the	DET
ajssms-518	52	13	framework	framework	NOUN
ajssms-518	52	14	.	.	PUNCT
ajssms-518	53	1	previous	previous	ADJ
ajssms-518	53	2	researches	research	NOUN
ajssms-518	53	3	exist	exist	VERB
ajssms-518	53	4	in	in	ADP
ajssms-518	53	5	abundance	abundance	NOUN
ajssms-518	53	6	regarding	regard	VERB
ajssms-518	53	7	training	training	NOUN
ajssms-518	53	8	frameworks	framework	NOUN
ajssms-518	53	9	however	however	ADV
ajssms-518	53	10	this	this	DET
ajssms-518	53	11	research	research	NOUN
ajssms-518	53	12	suggest	suggest	VERB
ajssms-518	53	13	an	an	DET
ajssms-518	53	14	entirely	entirely	ADV
ajssms-518	53	15	new	new	ADJ
ajssms-518	53	16	perspective	perspective	NOUN
ajssms-518	53	17	for	for	ADP
ajssms-518	53	18	trainings	training	NOUN
ajssms-518	53	19	in	in	ADP
ajssms-518	53	20	service	service	NOUN
ajssms-518	53	21	industries	industry	NOUN
ajssms-518	53	22	specifically	specifically	ADV
ajssms-518	53	23	in	in	ADP
ajssms-518	53	24	call	call	NOUN
ajssms-518	53	25	centers	center	NOUN
ajssms-518	53	26	.	.	PUNCT
ajssms-518	54	1	an	an	DET
ajssms-518	54	2	observational	observational	ADJ
ajssms-518	54	3	research	research	NOUN
ajssms-518	54	4	technique	technique	NOUN
ajssms-518	54	5	is	be	AUX
ajssms-518	54	6	used	use	VERB
ajssms-518	54	7	to	to	PART
ajssms-518	54	8	test	test	VERB
ajssms-518	54	9	the	the	DET
ajssms-518	54	10	framework	framework	NOUN
ajssms-518	54	11	.	.	PUNCT
ajssms-518	55	1	the	the	DET
ajssms-518	55	2	research	research	NOUN
ajssms-518	55	3	conducted	conduct	VERB
ajssms-518	55	4	was	be	AUX
ajssms-518	55	5	quantitative	quantitative	ADJ
ajssms-518	55	6	in	in	ADP
ajssms-518	55	7	nature	nature	NOUN
ajssms-518	55	8	and	and	CCONJ
ajssms-518	55	9	took	take	VERB
ajssms-518	55	10	the	the	DET
ajssms-518	55	11	form	form	NOUN
ajssms-518	55	12	of	of	ADP
ajssms-518	55	13	observational	observational	ADJ
ajssms-518	55	14	research	research	NOUN
ajssms-518	55	15	.	.	PUNCT
ajssms-518	56	1	the	the	DET
ajssms-518	56	2	designed	design	VERB
ajssms-518	56	3	framework	framework	NOUN
ajssms-518	56	4	was	be	AUX
ajssms-518	56	5	implemented	implement	VERB
ajssms-518	56	6	to	to	ADP
ajssms-518	56	7	sample	sample	NOUN
ajssms-518	56	8	and	and	CCONJ
ajssms-518	56	9	the	the	DET
ajssms-518	56	10	findings	finding	NOUN
ajssms-518	56	11	were	be	AUX
ajssms-518	56	12	than	than	SCONJ
ajssms-518	56	13	compared	compare	VERB
ajssms-518	56	14	to	to	ADP
ajssms-518	56	15	set	set	VERB
ajssms-518	56	16	of	of	ADP
ajssms-518	56	17	another	another	DET
ajssms-518	56	18	sample	sample	NOUN
ajssms-518	56	19	on	on	ADP
ajssms-518	56	20	which	which	PRON
ajssms-518	56	21	the	the	DET
ajssms-518	56	22	framework	framework	NOUN
ajssms-518	56	23	was	be	AUX
ajssms-518	56	24	not	not	PART
ajssms-518	56	25	applied	apply	VERB
ajssms-518	56	26	.	.	PUNCT
ajssms-518	57	1	asian	asian	ADJ
ajssms-518	57	2	journal	journal	PROPN
ajssms-518	57	3	of	of	ADP
ajssms-518	57	4	social	social	ADJ
ajssms-518	57	5	sciences	sciences	PROPN
ajssms-518	57	6	and	and	CCONJ
ajssms-518	57	7	management	management	NOUN
ajssms-518	57	8	studies	study	NOUN
ajssms-518	57	9	,	,	PUNCT
ajssms-518	57	10	2017	2017	NUM
ajssms-518	57	11	,	,	PUNCT
ajssms-518	57	12	4(2	4(2	NUM
ajssms-518	57	13	):	):	PUNCT
ajssms-518	57	14	107	107	NUM
ajssms-518	57	15	-	-	SYM
ajssms-518	57	16	115	115	NUM
ajssms-518	57	17	109	109	NUM
ajssms-518	57	18	2.2	2.2	NUM
ajssms-518	57	19	.	.	PUNCT
ajssms-518	58	1	sampling	sample	VERB
ajssms-518	58	2	two	two	NUM
ajssms-518	58	3	types	type	NOUN
ajssms-518	58	4	of	of	ADP
ajssms-518	58	5	samples	sample	NOUN
ajssms-518	58	6	,	,	PUNCT
ajssms-518	58	7	a	a	PRON
ajssms-518	58	8	and	and	CCONJ
ajssms-518	58	9	b	b	NOUN
ajssms-518	58	10	,	,	PUNCT
ajssms-518	58	11	were	be	AUX
ajssms-518	58	12	collected	collect	VERB
ajssms-518	58	13	(	(	PUNCT
ajssms-518	58	14	table	table	NOUN
ajssms-518	58	15	1	1	NUM
ajssms-518	58	16	)	)	PUNCT
ajssms-518	58	17	.	.	PUNCT
ajssms-518	59	1	for	for	ADP
ajssms-518	59	2	sample	sample	NOUN
ajssms-518	59	3	“	"	PUNCT
ajssms-518	59	4	a	a	DET
ajssms-518	59	5	”	"	PUNCT
ajssms-518	59	6	5	5	NUM
ajssms-518	59	7	agents	agent	NOUN
ajssms-518	59	8	were	be	AUX
ajssms-518	59	9	randomly	randomly	ADV
ajssms-518	59	10	selected	select	VERB
ajssms-518	59	11	and	and	CCONJ
ajssms-518	59	12	5	5	NUM
ajssms-518	59	13	calls	call	NOUN
ajssms-518	59	14	of	of	ADP
ajssms-518	59	15	each	each	DET
ajssms-518	59	16	randomly	randomly	ADV
ajssms-518	59	17	selected	select	VERB
ajssms-518	59	18	agents	agent	NOUN
ajssms-518	59	19	were	be	AUX
ajssms-518	59	20	evaluated	evaluate	VERB
ajssms-518	59	21	and	and	CCONJ
ajssms-518	59	22	observation	observation	NOUN
ajssms-518	59	23	were	be	AUX
ajssms-518	59	24	recorded	record	VERB
ajssms-518	59	25	on	on	ADP
ajssms-518	59	26	the	the	DET
ajssms-518	59	27	observation	observation	NOUN
ajssms-518	59	28	forms	form	NOUN
ajssms-518	59	29	(	(	PUNCT
ajssms-518	59	30	table	table	NOUN
ajssms-518	59	31	2	2	NUM
ajssms-518	59	32	)	)	PUNCT
ajssms-518	59	33	.	.	PUNCT
ajssms-518	60	1	for	for	ADP
ajssms-518	60	2	sample	sample	NOUN
ajssms-518	60	3	“	"	PUNCT
ajssms-518	60	4	b	b	NOUN
ajssms-518	60	5	”	"	PUNCT
ajssms-518	60	6	5	5	NUM
ajssms-518	60	7	agents	agent	NOUN
ajssms-518	60	8	were	be	AUX
ajssms-518	60	9	randomly	randomly	ADV
ajssms-518	60	10	selected	select	VERB
ajssms-518	60	11	and	and	CCONJ
ajssms-518	60	12	5	5	NUM
ajssms-518	60	13	calls	call	NOUN
ajssms-518	60	14	of	of	ADP
ajssms-518	60	15	each	each	DET
ajssms-518	60	16	randomly	randomly	ADV
ajssms-518	60	17	selected	select	VERB
ajssms-518	60	18	agents	agent	NOUN
ajssms-518	60	19	were	be	AUX
ajssms-518	60	20	evaluated	evaluate	VERB
ajssms-518	60	21	and	and	CCONJ
ajssms-518	60	22	observation	observation	NOUN
ajssms-518	60	23	were	be	AUX
ajssms-518	60	24	recorded	record	VERB
ajssms-518	60	25	on	on	ADP
ajssms-518	60	26	the	the	DET
ajssms-518	60	27	observation	observation	NOUN
ajssms-518	60	28	forms	form	NOUN
ajssms-518	60	29	(	(	PUNCT
ajssms-518	60	30	table	table	NOUN
ajssms-518	60	31	3	3	NUM
ajssms-518	60	32	)	)	PUNCT
ajssms-518	60	33	.	.	PUNCT
ajssms-518	61	1	marks	mark	VERB
ajssms-518	61	2	deduction	deduction	NOUN
ajssms-518	61	3	criteria	criterion	NOUN
ajssms-518	61	4	for	for	ADP
ajssms-518	61	5	communication	communication	NOUN
ajssms-518	61	6	skills	skill	NOUN
ajssms-518	61	7	(	(	PUNCT
ajssms-518	61	8	table	table	NOUN
ajssms-518	61	9	4a	4a	NOUN
ajssms-518	61	10	)	)	PUNCT
ajssms-518	61	11	and	and	CCONJ
ajssms-518	61	12	product	product	NOUN
ajssms-518	61	13	knowledge	knowledge	NOUN
ajssms-518	61	14	(	(	PUNCT
ajssms-518	61	15	table	table	NOUN
ajssms-518	61	16	4b	4b	PROPN
ajssms-518	61	17	)	)	PUNCT
ajssms-518	61	18	against	against	ADP
ajssms-518	61	19	which	which	PRON
ajssms-518	61	20	calls	call	NOUN
ajssms-518	61	21	are	be	AUX
ajssms-518	61	22	evaluated	evaluate	VERB
ajssms-518	61	23	were	be	AUX
ajssms-518	61	24	also	also	ADV
ajssms-518	61	25	formulated	formulate	VERB
ajssms-518	61	26	.	.	PUNCT
ajssms-518	62	1	both	both	DET
ajssms-518	62	2	these	these	DET
ajssms-518	62	3	units	unit	NOUN
ajssms-518	62	4	are	be	AUX
ajssms-518	62	5	being	be	AUX
ajssms-518	62	6	measured	measure	VERB
ajssms-518	62	7	through	through	ADP
ajssms-518	62	8	certain	certain	ADJ
ajssms-518	62	9	parameters	parameter	NOUN
ajssms-518	62	10	.	.	PUNCT
ajssms-518	63	1	in	in	ADP
ajssms-518	63	2	this	this	DET
ajssms-518	63	3	research	research	NOUN
ajssms-518	63	4	certain	certain	ADJ
ajssms-518	63	5	parameters	parameter	NOUN
ajssms-518	63	6	of	of	ADP
ajssms-518	63	7	“	"	PUNCT
ajssms-518	63	8	communication	communication	NOUN
ajssms-518	63	9	skills	skill	NOUN
ajssms-518	63	10	”	"	PUNCT
ajssms-518	63	11	and	and	CCONJ
ajssms-518	63	12	“	"	PUNCT
ajssms-518	63	13	product	product	NOUN
ajssms-518	63	14	knowledge	knowledge	NOUN
ajssms-518	63	15	”	"	PUNCT
ajssms-518	63	16	has	have	AUX
ajssms-518	63	17	been	be	AUX
ajssms-518	63	18	taken	take	VERB
ajssms-518	63	19	and	and	CCONJ
ajssms-518	63	20	reflected	reflect	VERB
ajssms-518	63	21	in	in	ADP
ajssms-518	63	22	“	"	PUNCT
ajssms-518	63	23	observation	observation	NOUN
ajssms-518	63	24	forms	form	NOUN
ajssms-518	63	25	”	"	PUNCT
ajssms-518	63	26	.	.	PUNCT
ajssms-518	64	1	these	these	DET
ajssms-518	64	2	observations	observation	NOUN
ajssms-518	64	3	forms	form	NOUN
ajssms-518	64	4	then	then	ADV
ajssms-518	64	5	served	serve	VERB
ajssms-518	64	6	as	as	ADP
ajssms-518	64	7	the	the	DET
ajssms-518	64	8	basis	basis	NOUN
ajssms-518	64	9	for	for	ADP
ajssms-518	64	10	data	data	NOUN
ajssms-518	64	11	collection	collection	NOUN
ajssms-518	64	12	and	and	CCONJ
ajssms-518	64	13	data	datum	NOUN
ajssms-518	64	14	analysis	analysis	NOUN
ajssms-518	64	15	.	.	PUNCT
ajssms-518	65	1	2.3	2.3	NUM
ajssms-518	65	2	.	.	PUNCT
ajssms-518	66	1	data	datum	NOUN
ajssms-518	66	2	collection	collection	NOUN
ajssms-518	66	3	the	the	DET
ajssms-518	66	4	call	call	NOUN
ajssms-518	66	5	recordings	recording	NOUN
ajssms-518	66	6	of	of	ADP
ajssms-518	66	7	both	both	CCONJ
ajssms-518	66	8	the	the	DET
ajssms-518	66	9	samples	sample	NOUN
ajssms-518	66	10	i	i	NOUN
ajssms-518	66	11	-	-	PUNCT
ajssms-518	66	12	e	e	NOUN
ajssms-518	66	13	“	"	PUNCT
ajssms-518	66	14	sample	sample	NOUN
ajssms-518	66	15	a	a	PRON
ajssms-518	66	16	”	"	PUNCT
ajssms-518	66	17	and	and	CCONJ
ajssms-518	66	18	“	"	PUNCT
ajssms-518	66	19	sample	sample	NOUN
ajssms-518	66	20	b	b	NOUN
ajssms-518	66	21	”	"	PUNCT
ajssms-518	66	22	were	be	AUX
ajssms-518	66	23	analyzed	analyze	VERB
ajssms-518	66	24	against	against	ADP
ajssms-518	66	25	the	the	DET
ajssms-518	66	26	observation	observation	NOUN
ajssms-518	66	27	forms	form	NOUN
ajssms-518	66	28	of	of	ADP
ajssms-518	66	29	communication	communication	NOUN
ajssms-518	66	30	skills	skill	NOUN
ajssms-518	66	31	and	and	CCONJ
ajssms-518	66	32	product	product	NOUN
ajssms-518	66	33	knowledge	knowledge	NOUN
ajssms-518	66	34	.	.	PUNCT
ajssms-518	67	1	sample	sample	NOUN
ajssms-518	67	2	“	"	PUNCT
ajssms-518	67	3	a	a	PRON
ajssms-518	67	4	”	"	PUNCT
ajssms-518	67	5	was	be	AUX
ajssms-518	67	6	observed	observe	VERB
ajssms-518	67	7	in	in	ADP
ajssms-518	67	8	the	the	DET
ajssms-518	67	9	light	light	NOUN
ajssms-518	67	10	of	of	ADP
ajssms-518	67	11	observation	observation	NOUN
ajssms-518	67	12	form	form	NOUN
ajssms-518	67	13	of	of	ADP
ajssms-518	67	14	communication	communication	NOUN
ajssms-518	67	15	skills	skill	NOUN
ajssms-518	67	16	and	and	CCONJ
ajssms-518	67	17	sample	sample	NOUN
ajssms-518	67	18	“	"	PUNCT
ajssms-518	67	19	b	b	NOUN
ajssms-518	67	20	”	"	PUNCT
ajssms-518	67	21	was	be	AUX
ajssms-518	67	22	evaluated	evaluate	VERB
ajssms-518	67	23	against	against	ADP
ajssms-518	67	24	in	in	ADP
ajssms-518	67	25	the	the	DET
ajssms-518	67	26	light	light	NOUN
ajssms-518	67	27	of	of	ADP
ajssms-518	67	28	observation	observation	NOUN
ajssms-518	67	29	of	of	ADP
ajssms-518	67	30	product	product	NOUN
ajssms-518	67	31	knowledge	knowledge	NOUN
ajssms-518	67	32	.	.	PUNCT
ajssms-518	68	1	the	the	DET
ajssms-518	68	2	analysis	analysis	NOUN
ajssms-518	68	3	was	be	AUX
ajssms-518	68	4	conducted	conduct	VERB
ajssms-518	68	5	through	through	ADP
ajssms-518	68	6	data	datum	NOUN
ajssms-518	68	7	that	that	PRON
ajssms-518	68	8	is	be	AUX
ajssms-518	68	9	naturally	naturally	ADV
ajssms-518	68	10	occurring	occur	VERB
ajssms-518	68	11	in	in	ADP
ajssms-518	68	12	the	the	DET
ajssms-518	68	13	forms	form	NOUN
ajssms-518	68	14	of	of	ADP
ajssms-518	68	15	call	call	NOUN
ajssms-518	68	16	recordings	recording	NOUN
ajssms-518	68	17	.	.	PUNCT
ajssms-518	69	1	the	the	DET
ajssms-518	69	2	customer	customer	NOUN
ajssms-518	69	3	service	service	PROPN
ajssms-518	69	4	department	department	NOUN
ajssms-518	69	5	in	in	ADP
ajssms-518	69	6	the	the	DET
ajssms-518	69	7	company	company	NOUN
ajssms-518	69	8	where	where	SCONJ
ajssms-518	69	9	the	the	DET
ajssms-518	69	10	research	research	NOUN
ajssms-518	69	11	is	be	AUX
ajssms-518	69	12	conducted	conduct	VERB
ajssms-518	69	13	is	be	AUX
ajssms-518	69	14	consist	consist	VERB
ajssms-518	69	15	of	of	ADP
ajssms-518	69	16	more	more	ADJ
ajssms-518	69	17	than	than	ADP
ajssms-518	69	18	350	350	NUM
ajssms-518	69	19	new	new	ADJ
ajssms-518	69	20	-	-	PUNCT
ajssms-518	69	21	hired	hire	VERB
ajssms-518	69	22	agents	agent	NOUN
ajssms-518	69	23	.	.	PUNCT
ajssms-518	70	1	compared	compare	VERB
ajssms-518	70	2	data	data	PROPN
ajssms-518	70	3	is	be	AUX
ajssms-518	70	4	the	the	DET
ajssms-518	70	5	cumulative	cumulative	ADJ
ajssms-518	70	6	average	average	NOUN
ajssms-518	70	7	of	of	ADP
ajssms-518	70	8	first	first	ADJ
ajssms-518	70	9	month	month	NOUN
ajssms-518	70	10	score	score	NOUN
ajssms-518	70	11	of	of	ADP
ajssms-518	70	12	five	five	NUM
ajssms-518	70	13	newly	newly	ADV
ajssms-518	70	14	-	-	PUNCT
ajssms-518	70	15	hired	hire	VERB
ajssms-518	70	16	agents	agent	NOUN
ajssms-518	70	17	on	on	ADP
ajssms-518	70	18	which	which	PRON
ajssms-518	70	19	no	no	DET
ajssms-518	70	20	implementation	implementation	NOUN
ajssms-518	70	21	of	of	ADP
ajssms-518	70	22	this	this	DET
ajssms-518	70	23	framework	framework	NOUN
ajssms-518	70	24	was	be	AUX
ajssms-518	70	25	applied	apply	VERB
ajssms-518	70	26	against	against	ADP
ajssms-518	70	27	the	the	DET
ajssms-518	70	28	parameters	parameter	NOUN
ajssms-518	70	29	identified	identify	VERB
ajssms-518	70	30	in	in	ADP
ajssms-518	70	31	the	the	DET
ajssms-518	70	32	observation	observation	NOUN
ajssms-518	70	33	forms	form	NOUN
ajssms-518	70	34	.	.	PUNCT
ajssms-518	71	1	data	datum	NOUN
ajssms-518	71	2	obtained	obtain	VERB
ajssms-518	71	3	was	be	AUX
ajssms-518	71	4	then	then	ADV
ajssms-518	71	5	compared	compare	VERB
ajssms-518	71	6	with	with	ADP
ajssms-518	71	7	data	datum	NOUN
ajssms-518	71	8	available	available	ADJ
ajssms-518	71	9	of	of	ADP
ajssms-518	71	10	sample	sample	NOUN
ajssms-518	71	11	“	"	PUNCT
ajssms-518	71	12	a	a	PROPN
ajssms-518	71	13	”	"	PUNCT
ajssms-518	71	14	and	and	CCONJ
ajssms-518	71	15	“	"	PUNCT
ajssms-518	71	16	b	b	NOUN
ajssms-518	71	17	”	"	PUNCT
ajssms-518	71	18	.	.	PUNCT
ajssms-518	72	1	table-1	table-1	NUM
ajssms-518	72	2	.	.	PUNCT
ajssms-518	73	1	sample	sample	NOUN
ajssms-518	73	2	details	detail	NOUN
ajssms-518	73	3	sample	sample	NOUN
ajssms-518	73	4	name	name	NOUN
ajssms-518	73	5	category	category	NOUN
ajssms-518	73	6	sample	sample	NOUN
ajssms-518	73	7	size	size	NOUN
ajssms-518	73	8	framework	framework	NOUN
ajssms-518	73	9	implementation	implementation	NOUN
ajssms-518	73	10	details	detail	NOUN
ajssms-518	73	11	"	"	PUNCT
ajssms-518	73	12	a	a	DET
ajssms-518	73	13	"	"	PUNCT
ajssms-518	73	14	newly	newly	ADV
ajssms-518	73	15	-	-	PUNCT
ajssms-518	73	16	hired	hire	VERB
ajssms-518	73	17	agents	agent	NOUN
ajssms-518	73	18	5	5	NUM
ajssms-518	73	19	partial	partial	ADJ
ajssms-518	73	20	implementation	implementation	NOUN
ajssms-518	73	21	of	of	ADP
ajssms-518	73	22	exploring	explore	VERB
ajssms-518	73	23	and	and	CCONJ
ajssms-518	73	24	activating	activate	VERB
ajssms-518	73	25	principle	principle	NOUN
ajssms-518	73	26	for	for	ADP
ajssms-518	73	27	some	some	DET
ajssms-518	73	28	learning	learn	VERB
ajssms-518	73	29	units	unit	NOUN
ajssms-518	73	30	related	relate	VERB
ajssms-518	73	31	to	to	ADP
ajssms-518	73	32	communication	communication	NOUN
ajssms-518	73	33	skills	skill	NOUN
ajssms-518	73	34	"	"	PUNCT
ajssms-518	73	35	b	b	NOUN
ajssms-518	73	36	"	"	PUNCT
ajssms-518	73	37	newly	newly	ADV
ajssms-518	73	38	-	-	PUNCT
ajssms-518	73	39	hired	hire	VERB
ajssms-518	73	40	agents	agent	NOUN
ajssms-518	73	41	5	5	NUM
ajssms-518	73	42	partial	partial	ADJ
ajssms-518	73	43	implementation	implementation	NOUN
ajssms-518	73	44	of	of	ADP
ajssms-518	73	45	exploring	explore	VERB
ajssms-518	73	46	and	and	CCONJ
ajssms-518	73	47	activating	activate	VERB
ajssms-518	73	48	principle	principle	NOUN
ajssms-518	73	49	for	for	ADP
ajssms-518	73	50	some	some	DET
ajssms-518	73	51	learning	learn	VERB
ajssms-518	73	52	units	unit	NOUN
ajssms-518	73	53	related	relate	VERB
ajssms-518	73	54	to	to	ADP
ajssms-518	73	55	product	product	NOUN
ajssms-518	73	56	knowledge	knowledge	NOUN
ajssms-518	73	57	table-2	table-2	NUM
ajssms-518	73	58	.	.	PUNCT
ajssms-518	74	1	observation	observation	NOUN
ajssms-518	74	2	form	form	NOUN
ajssms-518	74	3	sample	sample	NOUN
ajssms-518	74	4	“	"	PUNCT
ajssms-518	74	5	a	a	DET
ajssms-518	74	6	”	"	PUNCT
ajssms-518	74	7	agent	agent	NOUN
ajssms-518	74	8	name	name	NOUN
ajssms-518	74	9	number	number	NOUN
ajssms-518	74	10	of	of	ADP
ajssms-518	74	11	calls	call	NOUN
ajssms-518	74	12	observed	observed	ADJ
ajssms-518	74	13	casual	casual	ADJ
ajssms-518	74	14	greeting	greeting	NOUN
ajssms-518	74	15	or	or	CCONJ
ajssms-518	74	16	greeting	greeting	NOUN
ajssms-518	74	17	not	not	PART
ajssms-518	74	18	clear	clear	ADJ
ajssms-518	74	19	(	(	PUNCT
ajssms-518	74	20	total	total	ADJ
ajssms-518	74	21	marks	mark	NOUN
ajssms-518	74	22	25	25	NUM
ajssms-518	74	23	)	)	PUNCT
ajssms-518	74	24	pace	pace	NOUN
ajssms-518	74	25	of	of	ADP
ajssms-518	74	26	greeting	greet	VERB
ajssms-518	74	27	not	not	PART
ajssms-518	74	28	accurate	accurate	ADJ
ajssms-518	74	29	(	(	PUNCT
ajssms-518	74	30	total	total	ADJ
ajssms-518	74	31	marks	mark	NOUN
ajssms-518	74	32	50	50	NUM
ajssms-518	74	33	)	)	PUNCT
ajssms-518	74	34	not	not	PART
ajssms-518	74	35	using	use	VERB
ajssms-518	74	36	professional	professional	ADJ
ajssms-518	74	37	words	word	NOUN
ajssms-518	74	38	(	(	PUNCT
ajssms-518	74	39	total	total	ADJ
ajssms-518	74	40	marks	mark	NOUN
ajssms-518	74	41	150	150	NUM
ajssms-518	74	42	)	)	PUNCT
ajssms-518	74	43	non	non	X
ajssms-518	74	44	energetic	energetic	ADJ
ajssms-518	74	45	(	(	PUNCT
ajssms-518	74	46	total	total	ADJ
ajssms-518	74	47	marks	mark	NOUN
ajssms-518	74	48	150	150	NUM
ajssms-518	74	49	)	)	PUNCT
ajssms-518	74	50	lack	lack	NOUN
ajssms-518	74	51	of	of	ADP
ajssms-518	74	52	courtesy	courtesy	NOUN
ajssms-518	74	53	(	(	PUNCT
ajssms-518	74	54	total	total	ADJ
ajssms-518	74	55	marks	mark	NOUN
ajssms-518	74	56	150	150	NUM
ajssms-518	74	57	)	)	PUNCT
ajssms-518	74	58	agent	agent	NOUN
ajssms-518	74	59	1	1	NUM
ajssms-518	74	60	5	5	NUM
ajssms-518	74	61	25	25	NUM
ajssms-518	74	62	40	40	NUM
ajssms-518	74	63	90	90	NUM
ajssms-518	74	64	90	90	NUM
ajssms-518	74	65	120	120	NUM
ajssms-518	74	66	agent	agent	NOUN
ajssms-518	74	67	2	2	NUM
ajssms-518	74	68	5	5	NUM
ajssms-518	74	69	20	20	NUM
ajssms-518	74	70	30	30	NUM
ajssms-518	74	71	90	90	NUM
ajssms-518	74	72	120	120	NUM
ajssms-518	74	73	120	120	NUM
ajssms-518	74	74	agent	agent	NOUN
ajssms-518	74	75	3	3	NUM
ajssms-518	74	76	5	5	NUM
ajssms-518	74	77	25	25	NUM
ajssms-518	74	78	50	50	NUM
ajssms-518	74	79	60	60	NUM
ajssms-518	74	80	60	60	NUM
ajssms-518	74	81	90	90	NUM
ajssms-518	74	82	agent	agent	NOUN
ajssms-518	74	83	4	4	NUM
ajssms-518	74	84	5	5	NUM
ajssms-518	74	85	20	20	NUM
ajssms-518	74	86	40	40	NUM
ajssms-518	74	87	120	120	NUM
ajssms-518	74	88	90	90	NUM
ajssms-518	74	89	120	120	NUM
ajssms-518	74	90	agent	agent	NOUN
ajssms-518	74	91	5	5	NUM
ajssms-518	74	92	5	5	NUM
ajssms-518	74	93	25	25	NUM
ajssms-518	74	94	40	40	NUM
ajssms-518	74	95	120	120	NUM
ajssms-518	74	96	120	120	NUM
ajssms-518	74	97	120	120	NUM
ajssms-518	74	98	table-3	table-3	NUM
ajssms-518	74	99	.	.	PUNCT
ajssms-518	75	1	observation	observation	NOUN
ajssms-518	75	2	form	form	NOUN
ajssms-518	75	3	sample	sample	NOUN
ajssms-518	75	4	“	"	PUNCT
ajssms-518	75	5	b	b	PROPN
ajssms-518	75	6	”	"	PUNCT
ajssms-518	75	7	agent	agent	NOUN
ajssms-518	75	8	name	name	NOUN
ajssms-518	75	9	number	number	NOUN
ajssms-518	75	10	of	of	ADP
ajssms-518	75	11	calls	call	NOUN
ajssms-518	75	12	observed	observed	ADJ
ajssms-518	75	13	un	un	PROPN
ajssms-518	75	14	qualified	qualified	ADJ
ajssms-518	75	15	information	information	NOUN
ajssms-518	75	16	given	give	VERB
ajssms-518	75	17	(	(	PUNCT
ajssms-518	75	18	total	total	ADJ
ajssms-518	75	19	marks	mark	NOUN
ajssms-518	75	20	200	200	NUM
ajssms-518	75	21	)	)	PUNCT
ajssms-518	75	22	ccr	ccr	PROPN
ajssms-518	75	23	did	do	AUX
ajssms-518	75	24	not	not	PART
ajssms-518	75	25	try	try	VERB
ajssms-518	75	26	to	to	PART
ajssms-518	75	27	upsell	upsell	VERB
ajssms-518	75	28	/	/	SYM
ajssms-518	75	29	cross	cross	PROPN
ajssms-518	75	30	sell	sell	NOUN
ajssms-518	75	31	(	(	PUNCT
ajssms-518	75	32	total	total	ADJ
ajssms-518	75	33	marks	mark	NOUN
ajssms-518	75	34	200	200	NUM
ajssms-518	75	35	)	)	PUNCT
ajssms-518	75	36	ccr	ccr	PROPN
ajssms-518	75	37	did	do	AUX
ajssms-518	75	38	not	not	PART
ajssms-518	75	39	pitch	pitch	VERB
ajssms-518	75	40	the	the	DET
ajssms-518	75	41	offer	offer	NOUN
ajssms-518	75	42	(	(	PUNCT
ajssms-518	75	43	total	total	ADJ
ajssms-518	75	44	marks	mark	NOUN
ajssms-518	75	45	200	200	NUM
ajssms-518	75	46	)	)	PUNCT
ajssms-518	75	47	did	do	AUX
ajssms-518	75	48	not	not	PART
ajssms-518	75	49	drive	drive	VERB
ajssms-518	75	50	the	the	DET
ajssms-518	75	51	call	call	NOUN
ajssms-518	75	52	(	(	PUNCT
ajssms-518	75	53	total	total	ADJ
ajssms-518	75	54	marks	mark	NOUN
ajssms-518	75	55	200	200	NUM
ajssms-518	75	56	)	)	PUNCT
ajssms-518	75	57	poor	poor	ADJ
ajssms-518	75	58	system	system	NOUN
ajssms-518	75	59	handling	handling	NOUN
ajssms-518	75	60	(	(	PUNCT
ajssms-518	75	61	total	total	ADJ
ajssms-518	75	62	marks	mark	NOUN
ajssms-518	75	63	200	200	NUM
ajssms-518	75	64	)	)	PUNCT
ajssms-518	75	65	agent	agent	NOUN
ajssms-518	75	66	1	1	NUM
ajssms-518	75	67	5	5	NUM
ajssms-518	75	68	160	160	NUM
ajssms-518	75	69	120	120	NUM
ajssms-518	75	70	160	160	NUM
ajssms-518	75	71	120	120	NUM
ajssms-518	75	72	120	120	NUM
ajssms-518	75	73	agent	agent	NOUN
ajssms-518	75	74	2	2	NUM
ajssms-518	75	75	5	5	NUM
ajssms-518	75	76	120	120	NUM
ajssms-518	75	77	80	80	NUM
ajssms-518	75	78	80	80	NUM
ajssms-518	75	79	120	120	NUM
ajssms-518	75	80	120	120	NUM
ajssms-518	75	81	agent	agent	NOUN
ajssms-518	75	82	3	3	NUM
ajssms-518	75	83	5	5	NUM
ajssms-518	75	84	80	80	NUM
ajssms-518	75	85	120	120	NUM
ajssms-518	75	86	120	120	NUM
ajssms-518	75	87	80	80	NUM
ajssms-518	75	88	80	80	NUM
ajssms-518	75	89	agent	agent	NOUN
ajssms-518	75	90	4	4	NUM
ajssms-518	75	91	5	5	NUM
ajssms-518	75	92	120	120	NUM
ajssms-518	75	93	120	120	NUM
ajssms-518	75	94	120	120	NUM
ajssms-518	75	95	120	120	NUM
ajssms-518	75	96	120	120	NUM
ajssms-518	75	97	agent	agent	NOUN
ajssms-518	75	98	5	5	NUM
ajssms-518	75	99	5	5	NUM
ajssms-518	75	100	160	160	NUM
ajssms-518	75	101	120	120	NUM
ajssms-518	75	102	120	120	NUM
ajssms-518	75	103	120	120	NUM
ajssms-518	75	104	120	120	NUM
ajssms-518	75	105	table-4(a	table-4(a	NOUN
ajssms-518	75	106	)	)	PUNCT
ajssms-518	75	107	.	.	PUNCT
ajssms-518	76	1	marks	mark	VERB
ajssms-518	76	2	deduction	deduction	NOUN
ajssms-518	76	3	criteria	criterion	NOUN
ajssms-518	76	4	for	for	ADP
ajssms-518	76	5	“	"	PUNCT
ajssms-518	76	6	communication	communication	NOUN
ajssms-518	76	7	skills	skill	NOUN
ajssms-518	76	8	”	"	PUNCT
ajssms-518	76	9	kqi(s	kqi(s	PROPN
ajssms-518	76	10	)	)	PUNCT
ajssms-518	76	11	deficiencies	deficiency	NOUN
ajssms-518	76	12	deduction	deduction	NOUN
ajssms-518	76	13	communication	communication	NOUN
ajssms-518	76	14	skills	skill	VERB
ajssms-518	76	15	casual	casual	ADJ
ajssms-518	76	16	greeting	greeting	NOUN
ajssms-518	76	17	or	or	CCONJ
ajssms-518	76	18	not	not	PART
ajssms-518	76	19	clear	clear	ADJ
ajssms-518	76	20	5	5	NUM
ajssms-518	76	21	pace	pace	NOUN
ajssms-518	76	22	of	of	ADP
ajssms-518	76	23	greeting	greeting	NOUN
ajssms-518	76	24	is	be	AUX
ajssms-518	76	25	not	not	PART
ajssms-518	76	26	accurate	accurate	ADJ
ajssms-518	76	27	10	10	NUM
ajssms-518	76	28	did	do	AUX
ajssms-518	76	29	n’t	not	PART
ajssms-518	76	30	use	use	VERB
ajssms-518	76	31	professional	professional	ADJ
ajssms-518	76	32	words	word	NOUN
ajssms-518	76	33	30	30	NUM
ajssms-518	76	34	lazy	lazy	ADJ
ajssms-518	76	35	/	/	SYM
ajssms-518	76	36	non	non	X
ajssms-518	76	37	energetic	energetic	ADJ
ajssms-518	76	38	30	30	NUM
ajssms-518	76	39	courtesy	courtesy	NOUN
ajssms-518	76	40	30	30	NUM
ajssms-518	76	41	table-4(b	table-4(b	NOUN
ajssms-518	76	42	)	)	PUNCT
ajssms-518	76	43	.	.	PUNCT
ajssms-518	77	1	marks	mark	VERB
ajssms-518	77	2	deduction	deduction	NOUN
ajssms-518	77	3	criteria	criterion	NOUN
ajssms-518	77	4	for	for	ADP
ajssms-518	77	5	“	"	PUNCT
ajssms-518	77	6	product	product	NOUN
ajssms-518	77	7	knowledge	knowledge	NOUN
ajssms-518	77	8	”	"	PUNCT
ajssms-518	77	9	kqi(s	kqi(s	PROPN
ajssms-518	77	10	)	)	PUNCT
ajssms-518	77	11	deficiencies	deficiency	NOUN
ajssms-518	77	12	deduction	deduction	NOUN
ajssms-518	77	13	product	product	NOUN
ajssms-518	77	14	knowledge	knowledge	NOUN
ajssms-518	77	15	poor	poor	ADJ
ajssms-518	77	16	system	system	NOUN
ajssms-518	77	17	handling	handle	VERB
ajssms-518	77	18	40	40	NUM
ajssms-518	77	19	did	do	AUX
ajssms-518	77	20	not	not	PART
ajssms-518	77	21	drive	drive	VERB
ajssms-518	77	22	the	the	DET
ajssms-518	77	23	call	call	NOUN
ajssms-518	77	24	40	40	NUM
ajssms-518	77	25	ccr	ccr	PROPN
ajssms-518	77	26	did	do	AUX
ajssms-518	77	27	not	not	PART
ajssms-518	77	28	try	try	VERB
ajssms-518	77	29	to	to	PART
ajssms-518	77	30	upsell	upsell	VERB
ajssms-518	77	31	/	/	SYM
ajssms-518	77	32	cross	cross	PROPN
ajssms-518	77	33	sell	sell	NOUN
ajssms-518	77	34	40	40	NUM
ajssms-518	77	35	ccr	ccr	PROPN
ajssms-518	77	36	did	do	AUX
ajssms-518	77	37	not	not	PART
ajssms-518	77	38	pitch	pitch	VERB
ajssms-518	77	39	the	the	DET
ajssms-518	77	40	offer	offer	NOUN
ajssms-518	77	41	40	40	NUM
ajssms-518	77	42	unqualified	unqualified	ADJ
ajssms-518	77	43	information	information	NOUN
ajssms-518	77	44	given	give	VERB
ajssms-518	77	45	40	40	NUM
ajssms-518	77	46	3	3	NUM
ajssms-518	77	47	.	.	PUNCT
ajssms-518	78	1	results	result	VERB
ajssms-518	78	2	the	the	DET
ajssms-518	78	3	framework	framework	NOUN
ajssms-518	78	4	is	be	AUX
ajssms-518	78	5	only	only	ADV
ajssms-518	78	6	partly	partly	ADV
ajssms-518	78	7	applied	apply	VERB
ajssms-518	78	8	to	to	ADP
ajssms-518	78	9	newly	newly	ADV
ajssms-518	78	10	hired	hire	VERB
ajssms-518	78	11	agents	agent	NOUN
ajssms-518	78	12	.	.	PUNCT
ajssms-518	79	1	in	in	ADP
ajssms-518	79	2	order	order	NOUN
ajssms-518	79	3	to	to	PART
ajssms-518	79	4	observe	observe	VERB
ajssms-518	79	5	impact	impact	NOUN
ajssms-518	79	6	on	on	ADP
ajssms-518	79	7	product	product	NOUN
ajssms-518	79	8	knowledge	knowledge	NOUN
ajssms-518	79	9	and	and	CCONJ
ajssms-518	79	10	communication	communication	NOUN
ajssms-518	79	11	skills	skill	NOUN
ajssms-518	79	12	observation	observation	NOUN
ajssms-518	79	13	forms	form	NOUN
ajssms-518	79	14	for	for	ADP
ajssms-518	79	15	each	each	PRON
ajssms-518	79	16	is	be	AUX
ajssms-518	79	17	developed	develop	VERB
ajssms-518	79	18	and	and	CCONJ
ajssms-518	79	19	data	datum	NOUN
ajssms-518	79	20	is	be	AUX
ajssms-518	79	21	collected	collect	VERB
ajssms-518	79	22	and	and	CCONJ
ajssms-518	79	23	then	then	ADV
ajssms-518	79	24	analyzed	analyze	VERB
ajssms-518	79	25	according	accord	VERB
ajssms-518	79	26	asian	asian	ADJ
ajssms-518	79	27	journal	journal	NOUN
ajssms-518	79	28	of	of	ADP
ajssms-518	79	29	social	social	ADJ
ajssms-518	79	30	sciences	sciences	PROPN
ajssms-518	79	31	and	and	CCONJ
ajssms-518	79	32	management	management	NOUN
ajssms-518	79	33	studies	study	NOUN
ajssms-518	79	34	,	,	PUNCT
ajssms-518	79	35	2017	2017	NUM
ajssms-518	79	36	,	,	PUNCT
ajssms-518	79	37	4(2	4(2	NUM
ajssms-518	79	38	):	):	PUNCT
ajssms-518	79	39	107	107	NUM
ajssms-518	79	40	-	-	SYM
ajssms-518	79	41	115	115	NUM
ajssms-518	79	42	110	110	NUM
ajssms-518	79	43	to	to	ADP
ajssms-518	79	44	the	the	DET
ajssms-518	79	45	parameters	parameter	NOUN
ajssms-518	79	46	set	set	VERB
ajssms-518	79	47	in	in	ADP
ajssms-518	79	48	these	these	DET
ajssms-518	79	49	observations	observation	NOUN
ajssms-518	79	50	forms	form	NOUN
ajssms-518	79	51	.	.	PUNCT
ajssms-518	80	1	data	datum	NOUN
ajssms-518	80	2	is	be	AUX
ajssms-518	80	3	collected	collect	VERB
ajssms-518	80	4	on	on	ADP
ajssms-518	80	5	excel	excel	NOUN
ajssms-518	80	6	and	and	CCONJ
ajssms-518	80	7	observations	observation	NOUN
ajssms-518	80	8	were	be	AUX
ajssms-518	80	9	made	make	VERB
ajssms-518	80	10	after	after	ADP
ajssms-518	80	11	listening	listen	VERB
ajssms-518	80	12	the	the	DET
ajssms-518	80	13	call	call	NOUN
ajssms-518	80	14	recordings	recording	NOUN
ajssms-518	80	15	of	of	ADP
ajssms-518	80	16	samples	sample	NOUN
ajssms-518	80	17	and	and	CCONJ
ajssms-518	80	18	comparison	comparison	NOUN
ajssms-518	80	19	was	be	AUX
ajssms-518	80	20	drawn	draw	VERB
ajssms-518	80	21	between	between	ADP
ajssms-518	80	22	agents	agent	NOUN
ajssms-518	80	23	who	who	PRON
ajssms-518	80	24	does	do	AUX
ajssms-518	80	25	not	not	PART
ajssms-518	80	26	go	go	VERB
ajssms-518	80	27	through	through	ADP
ajssms-518	80	28	the	the	DET
ajssms-518	80	29	training	training	NOUN
ajssms-518	80	30	according	accord	VERB
ajssms-518	80	31	to	to	ADP
ajssms-518	80	32	proposed	propose	VERB
ajssms-518	80	33	framework	framework	NOUN
ajssms-518	80	34	and	and	CCONJ
ajssms-518	80	35	between	between	ADP
ajssms-518	80	36	those	those	PRON
ajssms-518	80	37	on	on	ADP
ajssms-518	80	38	which	which	PRON
ajssms-518	80	39	this	this	DET
ajssms-518	80	40	framework	framework	NOUN
ajssms-518	80	41	is	be	AUX
ajssms-518	80	42	implemented	implement	VERB
ajssms-518	80	43	partly	partly	ADV
ajssms-518	80	44	.	.	PUNCT
ajssms-518	81	1	these	these	DET
ajssms-518	81	2	samples	sample	NOUN
ajssms-518	81	3	are	be	AUX
ajssms-518	81	4	selected	select	VERB
ajssms-518	81	5	through	through	ADP
ajssms-518	81	6	purposive	purposive	ADJ
ajssms-518	81	7	sampling	sampling	NOUN
ajssms-518	81	8	method	method	NOUN
ajssms-518	81	9	and	and	CCONJ
ajssms-518	81	10	uses	use	VERB
ajssms-518	81	11	observation	observation	NOUN
ajssms-518	81	12	forms	form	NOUN
ajssms-518	81	13	to	to	PART
ajssms-518	81	14	analyze	analyze	VERB
ajssms-518	81	15	the	the	DET
ajssms-518	81	16	results	result	NOUN
ajssms-518	81	17	.	.	PUNCT
ajssms-518	82	1	this	this	DET
ajssms-518	82	2	framework	framework	NOUN
ajssms-518	82	3	was	be	AUX
ajssms-518	82	4	partly	partly	ADV
ajssms-518	82	5	implemented	implement	VERB
ajssms-518	82	6	to	to	ADP
ajssms-518	82	7	two	two	NUM
ajssms-518	82	8	separate	separate	ADJ
ajssms-518	82	9	batches	batch	NOUN
ajssms-518	82	10	of	of	ADP
ajssms-518	82	11	newly	newly	ADV
ajssms-518	82	12	hired	hire	VERB
ajssms-518	82	13	call	call	NOUN
ajssms-518	82	14	center	center	NOUN
ajssms-518	82	15	agents	agent	NOUN
ajssms-518	82	16	.	.	PUNCT
ajssms-518	83	1	3.1	3.1	NUM
ajssms-518	83	2	.	.	PUNCT
ajssms-518	83	3	data	datum	NOUN
ajssms-518	83	4	analysis	analysis	NOUN
ajssms-518	83	5	and	and	CCONJ
ajssms-518	83	6	comparison	comparison	NOUN
ajssms-518	83	7	sample	sample	NOUN
ajssms-518	83	8	“	"	PUNCT
ajssms-518	83	9	a	a	DET
ajssms-518	83	10	”	"	PUNCT
ajssms-518	83	11	following	follow	VERB
ajssms-518	83	12	segments	segment	NOUN
ajssms-518	83	13	of	of	ADP
ajssms-518	83	14	framework	framework	NOUN
ajssms-518	83	15	is	be	AUX
ajssms-518	83	16	applied	apply	VERB
ajssms-518	83	17	to	to	ADP
ajssms-518	83	18	sample	sample	NOUN
ajssms-518	83	19	“	"	PUNCT
ajssms-518	83	20	a	a	DET
ajssms-518	83	21	”	"	PUNCT
ajssms-518	83	22	1	1	NUM
ajssms-518	83	23	.	.	X
ajssms-518	84	1	some	some	DET
ajssms-518	84	2	exploration	exploration	NOUN
ajssms-518	84	3	activities	activity	NOUN
ajssms-518	84	4	for	for	ADP
ajssms-518	84	5	communication	communication	NOUN
ajssms-518	84	6	skills	skill	NOUN
ajssms-518	84	7	2	2	NUM
ajssms-518	84	8	.	.	PUNCT
ajssms-518	84	9	activations	activation	NOUN
ajssms-518	84	10	for	for	ADP
ajssms-518	84	11	creating	create	VERB
ajssms-518	84	12	motivation	motivation	NOUN
ajssms-518	84	13	for	for	ADP
ajssms-518	84	14	better	well	ADJ
ajssms-518	84	15	communication	communication	NOUN
ajssms-518	84	16	skills	skill	NOUN
ajssms-518	84	17	3	3	NUM
ajssms-518	84	18	.	.	PUNCT
ajssms-518	84	19	brief	brief	ADJ
ajssms-518	84	20	activity	activity	NOUN
ajssms-518	84	21	of	of	ADP
ajssms-518	84	22	setting	set	VERB
ajssms-518	84	23	communication	communication	NOUN
ajssms-518	84	24	goals	goal	NOUN
ajssms-518	84	25	data	datum	NOUN
ajssms-518	84	26	was	be	AUX
ajssms-518	84	27	collected	collect	VERB
ajssms-518	84	28	against	against	ADP
ajssms-518	84	29	two	two	NUM
ajssms-518	84	30	different	different	ADJ
ajssms-518	84	31	samples	sample	NOUN
ajssms-518	84	32	and	and	CCONJ
ajssms-518	84	33	was	be	AUX
ajssms-518	84	34	compared	compare	VERB
ajssms-518	84	35	and	and	CCONJ
ajssms-518	84	36	analyzed	analyze	VERB
ajssms-518	84	37	with	with	ADP
ajssms-518	84	38	the	the	DET
ajssms-518	84	39	data	datum	NOUN
ajssms-518	84	40	of	of	ADP
ajssms-518	84	41	agents	agent	NOUN
ajssms-518	84	42	on	on	ADP
ajssms-518	84	43	which	which	PRON
ajssms-518	84	44	the	the	DET
ajssms-518	84	45	framework	framework	NOUN
ajssms-518	84	46	was	be	AUX
ajssms-518	84	47	not	not	PART
ajssms-518	84	48	applied	apply	VERB
ajssms-518	84	49	(	(	PUNCT
ajssms-518	84	50	figure	figure	NOUN
ajssms-518	84	51	1	1	NUM
ajssms-518	84	52	)	)	PUNCT
ajssms-518	84	53	.	.	PUNCT
ajssms-518	85	1	data	datum	NOUN
ajssms-518	85	2	is	be	AUX
ajssms-518	85	3	analyzed	analyze	VERB
ajssms-518	85	4	and	and	CCONJ
ajssms-518	85	5	mean	mean	ADJ
ajssms-518	85	6	is	be	AUX
ajssms-518	85	7	taken	take	VERB
ajssms-518	85	8	as	as	ADP
ajssms-518	85	9	a	a	DET
ajssms-518	85	10	source	source	NOUN
ajssms-518	85	11	of	of	ADP
ajssms-518	85	12	comparison	comparison	NOUN
ajssms-518	85	13	.	.	PUNCT
ajssms-518	86	1	compared	compare	VERB
ajssms-518	86	2	data	data	PROPN
ajssms-518	86	3	is	be	AUX
ajssms-518	86	4	the	the	DET
ajssms-518	86	5	cumulative	cumulative	ADJ
ajssms-518	86	6	average	average	NOUN
ajssms-518	86	7	of	of	ADP
ajssms-518	86	8	first	first	ADJ
ajssms-518	86	9	month	month	NOUN
ajssms-518	86	10	score	score	NOUN
ajssms-518	86	11	of	of	ADP
ajssms-518	86	12	five	five	NUM
ajssms-518	86	13	newly	newly	ADV
ajssms-518	86	14	-	-	PUNCT
ajssms-518	86	15	hired	hire	VERB
ajssms-518	86	16	agents	agent	NOUN
ajssms-518	86	17	on	on	ADP
ajssms-518	86	18	which	which	PRON
ajssms-518	86	19	no	no	DET
ajssms-518	86	20	implementation	implementation	NOUN
ajssms-518	86	21	of	of	ADP
ajssms-518	86	22	this	this	DET
ajssms-518	86	23	framework	framework	NOUN
ajssms-518	86	24	was	be	AUX
ajssms-518	86	25	applied	apply	VERB
ajssms-518	86	26	against	against	ADP
ajssms-518	86	27	the	the	DET
ajssms-518	86	28	parameters	parameter	NOUN
ajssms-518	86	29	identified	identify	VERB
ajssms-518	86	30	in	in	ADP
ajssms-518	86	31	the	the	DET
ajssms-518	86	32	observation	observation	NOUN
ajssms-518	86	33	forms	form	NOUN
ajssms-518	86	34	(	(	PUNCT
ajssms-518	86	35	table	table	NOUN
ajssms-518	86	36	5	5	NUM
ajssms-518	86	37	)	)	PUNCT
ajssms-518	86	38	.	.	PUNCT
ajssms-518	87	1	data	datum	NOUN
ajssms-518	87	2	obtained	obtain	VERB
ajssms-518	87	3	was	be	AUX
ajssms-518	87	4	then	then	ADV
ajssms-518	87	5	compared	compare	VERB
ajssms-518	87	6	with	with	ADP
ajssms-518	87	7	data	datum	NOUN
ajssms-518	87	8	available	available	ADJ
ajssms-518	87	9	of	of	ADP
ajssms-518	87	10	sample	sample	NOUN
ajssms-518	87	11	“	"	PUNCT
ajssms-518	87	12	a	a	PRON
ajssms-518	87	13	”	"	PUNCT
ajssms-518	87	14	(	(	PUNCT
ajssms-518	87	15	figure	figure	NOUN
ajssms-518	87	16	2	2	NUM
ajssms-518	87	17	)	)	PUNCT
ajssms-518	87	18	.	.	PUNCT
ajssms-518	88	1	it	it	PRON
ajssms-518	88	2	was	be	AUX
ajssms-518	88	3	evident	evident	ADJ
ajssms-518	88	4	from	from	ADP
ajssms-518	88	5	data	datum	NOUN
ajssms-518	88	6	comparison	comparison	NOUN
ajssms-518	88	7	that	that	SCONJ
ajssms-518	88	8	there	there	PRON
ajssms-518	88	9	is	be	VERB
ajssms-518	88	10	no	no	DET
ajssms-518	88	11	subtle	subtle	ADJ
ajssms-518	88	12	difference	difference	NOUN
ajssms-518	88	13	between	between	ADP
ajssms-518	88	14	the	the	DET
ajssms-518	88	15	two	two	NUM
ajssms-518	88	16	compared	compare	VERB
ajssms-518	88	17	data	datum	NOUN
ajssms-518	88	18	,	,	PUNCT
ajssms-518	88	19	this	this	PRON
ajssms-518	88	20	suggest	suggest	VERB
ajssms-518	88	21	that	that	SCONJ
ajssms-518	88	22	in	in	ADP
ajssms-518	88	23	order	order	NOUN
ajssms-518	88	24	to	to	PART
ajssms-518	88	25	validate	validate	VERB
ajssms-518	88	26	the	the	DET
ajssms-518	88	27	impact	impact	NOUN
ajssms-518	88	28	of	of	ADP
ajssms-518	88	29	this	this	DET
ajssms-518	88	30	framework	framework	NOUN
ajssms-518	88	31	it	it	PRON
ajssms-518	88	32	is	be	AUX
ajssms-518	88	33	strongly	strongly	ADV
ajssms-518	88	34	recommended	recommend	VERB
ajssms-518	88	35	that	that	SCONJ
ajssms-518	88	36	the	the	DET
ajssms-518	88	37	framework	framework	NOUN
ajssms-518	88	38	is	be	AUX
ajssms-518	88	39	to	to	PART
ajssms-518	88	40	be	be	AUX
ajssms-518	88	41	applied	apply	VERB
ajssms-518	88	42	on	on	ADP
ajssms-518	88	43	full	full	ADJ
ajssms-518	88	44	scale	scale	NOUN
ajssms-518	88	45	.	.	PUNCT
ajssms-518	89	1	table-5	table-5	PROPN
ajssms-518	89	2	.	.	PUNCT
ajssms-518	89	3	average	average	NOUN
ajssms-518	89	4	of	of	ADP
ajssms-518	89	5	sample	sample	NOUN
ajssms-518	89	6	“	"	PUNCT
ajssms-518	89	7	a	a	DET
ajssms-518	89	8	”	"	PUNCT
ajssms-518	89	9	agent	agent	NOUN
ajssms-518	89	10	name	name	NOUN
ajssms-518	89	11	number	number	NOUN
ajssms-518	89	12	of	of	ADP
ajssms-518	89	13	calls	call	NOUN
ajssms-518	89	14	observed	observed	ADJ
ajssms-518	89	15	casual	casual	ADJ
ajssms-518	89	16	greeting	greeting	NOUN
ajssms-518	89	17	or	or	CCONJ
ajssms-518	89	18	greeting	greeting	NOUN
ajssms-518	89	19	not	not	PART
ajssms-518	89	20	clear	clear	ADJ
ajssms-518	89	21	pace	pace	NOUN
ajssms-518	89	22	of	of	ADP
ajssms-518	89	23	greeting	greet	VERB
ajssms-518	89	24	not	not	PART
ajssms-518	89	25	accurate	accurate	ADJ
ajssms-518	89	26	not	not	PART
ajssms-518	89	27	using	use	VERB
ajssms-518	89	28	professional	professional	ADJ
ajssms-518	89	29	words	word	NOUN
ajssms-518	89	30	non	non	ADP
ajssms-518	89	31	energetic	energetic	ADJ
ajssms-518	89	32	lack	lack	NOUN
ajssms-518	89	33	of	of	ADP
ajssms-518	89	34	courtesy	courtesy	NOUN
ajssms-518	89	35	(	(	PUNCT
ajssms-518	89	36	total	total	ADJ
ajssms-518	89	37	marks	mark	NOUN
ajssms-518	89	38	25	25	NUM
ajssms-518	89	39	)	)	PUNCT
ajssms-518	89	40	(	(	PUNCT
ajssms-518	89	41	total	total	ADJ
ajssms-518	89	42	marks	mark	NOUN
ajssms-518	89	43	50	50	NUM
ajssms-518	89	44	)	)	PUNCT
ajssms-518	89	45	(	(	PUNCT
ajssms-518	89	46	total	total	ADJ
ajssms-518	89	47	marks	mark	NOUN
ajssms-518	89	48	150	150	NUM
ajssms-518	89	49	)	)	PUNCT
ajssms-518	89	50	(	(	PUNCT
ajssms-518	89	51	total	total	ADJ
ajssms-518	89	52	marks	mark	NOUN
ajssms-518	89	53	150	150	NUM
ajssms-518	89	54	)	)	PUNCT
ajssms-518	89	55	(	(	PUNCT
ajssms-518	89	56	total	total	ADJ
ajssms-518	89	57	marks	mark	NOUN
ajssms-518	89	58	150	150	NUM
ajssms-518	89	59	)	)	PUNCT
ajssms-518	89	60	agent	agent	NOUN
ajssms-518	89	61	1	1	NUM
ajssms-518	89	62	5	5	NUM
ajssms-518	89	63	25	25	NUM
ajssms-518	89	64	40	40	NUM
ajssms-518	89	65	90	90	NUM
ajssms-518	89	66	90	90	NUM
ajssms-518	89	67	120	120	NUM
ajssms-518	89	68	agent	agent	NOUN
ajssms-518	89	69	2	2	NUM
ajssms-518	89	70	5	5	NUM
ajssms-518	89	71	20	20	NUM
ajssms-518	89	72	30	30	NUM
ajssms-518	89	73	90	90	NUM
ajssms-518	89	74	120	120	NUM
ajssms-518	89	75	120	120	NUM
ajssms-518	89	76	agent	agent	NOUN
ajssms-518	89	77	3	3	NUM
ajssms-518	89	78	5	5	NUM
ajssms-518	89	79	25	25	NUM
ajssms-518	89	80	50	50	NUM
ajssms-518	89	81	60	60	NUM
ajssms-518	89	82	60	60	NUM
ajssms-518	89	83	90	90	NUM
ajssms-518	89	84	agent	agent	NOUN
ajssms-518	89	85	4	4	NUM
ajssms-518	89	86	5	5	NUM
ajssms-518	89	87	20	20	NUM
ajssms-518	89	88	40	40	NUM
ajssms-518	89	89	120	120	NUM
ajssms-518	89	90	90	90	NUM
ajssms-518	89	91	120	120	NUM
ajssms-518	89	92	agent	agent	NOUN
ajssms-518	89	93	5	5	NUM
ajssms-518	89	94	5	5	NUM
ajssms-518	89	95	25	25	NUM
ajssms-518	89	96	40	40	NUM
ajssms-518	89	97	120	120	NUM
ajssms-518	89	98	120	120	NUM
ajssms-518	89	99	120	120	NUM
ajssms-518	89	100	average	average	NOUN
ajssms-518	89	101	23	23	NUM
ajssms-518	89	102	37	37	NUM
ajssms-518	89	103	96	96	NUM
ajssms-518	89	104	96	96	NUM
ajssms-518	89	105	114	114	NUM
ajssms-518	89	106	table-6	table-6	PRON
ajssms-518	89	107	.	.	PUNCT
ajssms-518	90	1	average	average	NOUN
ajssms-518	90	2	of	of	ADP
ajssms-518	90	3	compared	compare	VERB
ajssms-518	90	4	data	datum	NOUN
ajssms-518	90	5	agent	agent	NOUN
ajssms-518	90	6	name	name	NOUN
ajssms-518	90	7	number	number	NOUN
ajssms-518	90	8	of	of	ADP
ajssms-518	90	9	calls	call	NOUN
ajssms-518	90	10	observed	observed	ADJ
ajssms-518	90	11	casual	casual	ADJ
ajssms-518	90	12	greeting	greeting	NOUN
ajssms-518	90	13	or	or	CCONJ
ajssms-518	90	14	greeting	greeting	NOUN
ajssms-518	90	15	not	not	PART
ajssms-518	90	16	clear	clear	ADJ
ajssms-518	90	17	pace	pace	NOUN
ajssms-518	90	18	of	of	ADP
ajssms-518	90	19	greeting	greet	VERB
ajssms-518	90	20	not	not	PART
ajssms-518	90	21	accurate	accurate	ADJ
ajssms-518	90	22	not	not	PART
ajssms-518	90	23	using	use	VERB
ajssms-518	90	24	professional	professional	ADJ
ajssms-518	90	25	words	word	NOUN
ajssms-518	90	26	non	non	ADP
ajssms-518	90	27	energetic	energetic	ADJ
ajssms-518	90	28	lack	lack	NOUN
ajssms-518	90	29	of	of	ADP
ajssms-518	90	30	courtesy	courtesy	NOUN
ajssms-518	90	31	(	(	PUNCT
ajssms-518	90	32	total	total	ADJ
ajssms-518	90	33	marks	mark	NOUN
ajssms-518	90	34	25	25	NUM
ajssms-518	90	35	)	)	PUNCT
ajssms-518	90	36	(	(	PUNCT
ajssms-518	90	37	total	total	ADJ
ajssms-518	90	38	marks	mark	NOUN
ajssms-518	90	39	50	50	NUM
ajssms-518	90	40	)	)	PUNCT
ajssms-518	90	41	(	(	PUNCT
ajssms-518	90	42	total	total	ADJ
ajssms-518	90	43	marks	mark	NOUN
ajssms-518	90	44	150	150	NUM
ajssms-518	90	45	)	)	PUNCT
ajssms-518	90	46	(	(	PUNCT
ajssms-518	90	47	total	total	ADJ
ajssms-518	90	48	marks	mark	NOUN
ajssms-518	90	49	150	150	NUM
ajssms-518	90	50	)	)	PUNCT
ajssms-518	90	51	(	(	PUNCT
ajssms-518	90	52	total	total	ADJ
ajssms-518	90	53	marks	mark	NOUN
ajssms-518	90	54	150	150	NUM
ajssms-518	90	55	)	)	PUNCT
ajssms-518	90	56	agent	agent	NOUN
ajssms-518	90	57	1	1	NUM
ajssms-518	90	58	5	5	NUM
ajssms-518	90	59	15	15	NUM
ajssms-518	90	60	30	30	NUM
ajssms-518	90	61	60	60	NUM
ajssms-518	90	62	120	120	NUM
ajssms-518	90	63	90	90	NUM
ajssms-518	90	64	agent	agent	NOUN
ajssms-518	90	65	2	2	NUM
ajssms-518	90	66	5	5	NUM
ajssms-518	90	67	25	25	NUM
ajssms-518	90	68	40	40	NUM
ajssms-518	90	69	120	120	NUM
ajssms-518	90	70	90	90	NUM
ajssms-518	90	71	120	120	NUM
ajssms-518	90	72	agent	agent	NOUN
ajssms-518	90	73	3	3	NUM
ajssms-518	90	74	5	5	NUM
ajssms-518	90	75	25	25	NUM
ajssms-518	90	76	40	40	NUM
ajssms-518	90	77	90	90	NUM
ajssms-518	90	78	60	60	NUM
ajssms-518	90	79	90	90	NUM
ajssms-518	90	80	agent	agent	NOUN
ajssms-518	90	81	4	4	NUM
ajssms-518	90	82	5	5	NUM
ajssms-518	90	83	25	25	NUM
ajssms-518	90	84	30	30	NUM
ajssms-518	90	85	120	120	NUM
ajssms-518	90	86	60	60	NUM
ajssms-518	90	87	120	120	NUM
ajssms-518	90	88	agent	agent	NOUN
ajssms-518	90	89	5	5	NUM
ajssms-518	90	90	5	5	NUM
ajssms-518	90	91	20	20	NUM
ajssms-518	90	92	40	40	NUM
ajssms-518	90	93	120	120	NUM
ajssms-518	90	94	120	120	NUM
ajssms-518	90	95	120	120	NUM
ajssms-518	90	96	average	average	ADJ
ajssms-518	90	97	22	22	NUM
ajssms-518	90	98	35	35	NUM
ajssms-518	90	99	102	102	NUM
ajssms-518	90	100	90	90	NUM
ajssms-518	90	101	108	108	NUM
ajssms-518	90	102	figure-1	figure-1	PROPN
ajssms-518	90	103	.	.	PUNCT
ajssms-518	90	104	bar	bar	NOUN
ajssms-518	90	105	graph	graph	NOUN
ajssms-518	90	106	a	a	DET
ajssms-518	90	107	)	)	PUNCT
ajssms-518	90	108	casual	casual	ADJ
ajssms-518	90	109	greeting	greeting	NOUN
ajssms-518	90	110	b	b	NOUN
ajssms-518	90	111	)	)	PUNCT
ajssms-518	90	112	pace	pace	NOUN
ajssms-518	90	113	of	of	ADP
ajssms-518	90	114	greeting	greet	VERB
ajssms-518	90	115	not	not	PART
ajssms-518	90	116	accurate	accurate	ADJ
ajssms-518	90	117	c	c	NOUN
ajssms-518	90	118	)	)	PUNCT
ajssms-518	90	119	not	not	PART
ajssms-518	90	120	using	use	VERB
ajssms-518	90	121	professional	professional	ADJ
ajssms-518	90	122	words	word	NOUN
ajssms-518	90	123	d	d	NOUN
ajssms-518	90	124	)	)	PUNCT
ajssms-518	90	125	non	non	PRON
ajssms-518	90	126	energetic	energetic	ADJ
ajssms-518	90	127	greeting	greeting	NOUN
ajssms-518	90	128	e	e	NOUN
ajssms-518	90	129	)	)	PUNCT
ajssms-518	90	130	lack	lack	NOUN
ajssms-518	90	131	of	of	ADP
ajssms-518	90	132	courtesy	courtesy	ADJ
ajssms-518	90	133	asian	asian	ADJ
ajssms-518	90	134	journal	journal	NOUN
ajssms-518	90	135	of	of	ADP
ajssms-518	90	136	social	social	ADJ
ajssms-518	90	137	sciences	sciences	PROPN
ajssms-518	90	138	and	and	CCONJ
ajssms-518	90	139	management	management	NOUN
ajssms-518	90	140	studies	study	NOUN
ajssms-518	90	141	,	,	PUNCT
ajssms-518	90	142	2017	2017	NUM
ajssms-518	90	143	,	,	PUNCT
ajssms-518	90	144	4(2	4(2	NUM
ajssms-518	90	145	):	):	PUNCT
ajssms-518	90	146	107	107	NUM
ajssms-518	90	147	-	-	SYM
ajssms-518	90	148	115	115	NUM
ajssms-518	90	149	111	111	NUM
ajssms-518	90	150	figure-2	figure-2	PROPN
ajssms-518	90	151	.	.	PUNCT
ajssms-518	91	1	data	datum	NOUN
ajssms-518	91	2	comparison	comparison	NOUN
ajssms-518	91	3	sample	sample	NOUN
ajssms-518	91	4	“	"	PUNCT
ajssms-518	91	5	a	a	DET
ajssms-518	91	6	”	"	PUNCT
ajssms-518	91	7	sample	sample	NOUN
ajssms-518	91	8	“	"	PUNCT
ajssms-518	91	9	b	b	NOUN
ajssms-518	91	10	”	"	PUNCT
ajssms-518	91	11	following	follow	VERB
ajssms-518	91	12	segments	segment	NOUN
ajssms-518	91	13	of	of	ADP
ajssms-518	91	14	framework	framework	NOUN
ajssms-518	91	15	is	be	AUX
ajssms-518	91	16	applied	apply	VERB
ajssms-518	91	17	to	to	ADP
ajssms-518	91	18	sample	sample	NOUN
ajssms-518	91	19	“	"	PUNCT
ajssms-518	91	20	b	b	NOUN
ajssms-518	91	21	”	"	PUNCT
ajssms-518	91	22	,	,	PUNCT
ajssms-518	91	23	1	1	NUM
ajssms-518	91	24	.	.	X
ajssms-518	92	1	some	some	DET
ajssms-518	92	2	exploration	exploration	NOUN
ajssms-518	92	3	activities	activity	NOUN
ajssms-518	92	4	for	for	ADP
ajssms-518	92	5	product	product	NOUN
ajssms-518	92	6	knowledge	knowledge	NOUN
ajssms-518	92	7	of	of	ADP
ajssms-518	92	8	learning	learn	VERB
ajssms-518	92	9	units	unit	NOUN
ajssms-518	92	10	“	"	PUNCT
ajssms-518	92	11	x	x	NOUN
ajssms-518	92	12	”	"	PUNCT
ajssms-518	92	13	and	and	CCONJ
ajssms-518	92	14	“	"	PUNCT
ajssms-518	92	15	y	y	NOUN
ajssms-518	92	16	”	"	PUNCT
ajssms-518	92	17	2	2	NUM
ajssms-518	92	18	.	.	PUNCT
ajssms-518	93	1	some	some	DET
ajssms-518	93	2	activations	activation	NOUN
ajssms-518	93	3	for	for	ADP
ajssms-518	93	4	product	product	NOUN
ajssms-518	93	5	knowledge	knowledge	NOUN
ajssms-518	93	6	of	of	ADP
ajssms-518	93	7	learning	learn	VERB
ajssms-518	93	8	units	unit	NOUN
ajssms-518	93	9	“	"	PUNCT
ajssms-518	93	10	x	x	NOUN
ajssms-518	93	11	”	"	PUNCT
ajssms-518	93	12	and	and	CCONJ
ajssms-518	93	13	“	"	PUNCT
ajssms-518	93	14	y	y	PROPN
ajssms-518	93	15	”	"	PUNCT
ajssms-518	93	16	data	datum	NOUN
ajssms-518	93	17	is	be	AUX
ajssms-518	93	18	analyzed	analyze	VERB
ajssms-518	93	19	and	and	CCONJ
ajssms-518	93	20	mean	mean	ADJ
ajssms-518	93	21	is	be	AUX
ajssms-518	93	22	taken	take	VERB
ajssms-518	93	23	as	as	ADP
ajssms-518	93	24	a	a	DET
ajssms-518	93	25	source	source	NOUN
ajssms-518	93	26	of	of	ADP
ajssms-518	93	27	comparison	comparison	NOUN
ajssms-518	93	28	.	.	PUNCT
ajssms-518	94	1	compared	compare	VERB
ajssms-518	94	2	data	datum	NOUN
ajssms-518	94	3	(	(	PUNCT
ajssms-518	94	4	table	table	NOUN
ajssms-518	94	5	7	7	NUM
ajssms-518	94	6	)	)	PUNCT
ajssms-518	94	7	is	be	AUX
ajssms-518	94	8	the	the	DET
ajssms-518	94	9	cumulative	cumulative	ADJ
ajssms-518	94	10	average	average	NOUN
ajssms-518	94	11	of	of	ADP
ajssms-518	94	12	first	first	ADJ
ajssms-518	94	13	month	month	NOUN
ajssms-518	94	14	score	score	NOUN
ajssms-518	94	15	of	of	ADP
ajssms-518	94	16	five	five	NUM
ajssms-518	94	17	newly	newly	ADV
ajssms-518	94	18	-	-	PUNCT
ajssms-518	94	19	hired	hire	VERB
ajssms-518	94	20	agents	agent	NOUN
ajssms-518	94	21	on	on	ADP
ajssms-518	94	22	which	which	PRON
ajssms-518	94	23	no	no	DET
ajssms-518	94	24	implementation	implementation	NOUN
ajssms-518	94	25	of	of	ADP
ajssms-518	94	26	this	this	DET
ajssms-518	94	27	framework	framework	NOUN
ajssms-518	94	28	was	be	AUX
ajssms-518	94	29	applied	apply	VERB
ajssms-518	94	30	against	against	ADP
ajssms-518	94	31	the	the	DET
ajssms-518	94	32	parameters	parameter	NOUN
ajssms-518	94	33	identified	identify	VERB
ajssms-518	94	34	in	in	ADP
ajssms-518	94	35	the	the	DET
ajssms-518	94	36	observation	observation	NOUN
ajssms-518	94	37	forms	form	NOUN
ajssms-518	94	38	(	(	PUNCT
ajssms-518	94	39	figure	figure	NOUN
ajssms-518	94	40	3	3	NUM
ajssms-518	94	41	)	)	PUNCT
ajssms-518	94	42	.	.	PUNCT
ajssms-518	95	1	data	datum	NOUN
ajssms-518	95	2	obtained	obtain	VERB
ajssms-518	95	3	was	be	AUX
ajssms-518	95	4	then	then	ADV
ajssms-518	95	5	compared	compare	VERB
ajssms-518	95	6	with	with	ADP
ajssms-518	95	7	data	datum	NOUN
ajssms-518	95	8	available	available	ADJ
ajssms-518	95	9	of	of	ADP
ajssms-518	95	10	sample	sample	NOUN
ajssms-518	95	11	“	"	PUNCT
ajssms-518	95	12	b	b	NOUN
ajssms-518	95	13	”	"	PUNCT
ajssms-518	95	14	(	(	PUNCT
ajssms-518	95	15	figure	figure	NOUN
ajssms-518	95	16	4	4	NUM
ajssms-518	95	17	)	)	PUNCT
ajssms-518	95	18	.	.	PUNCT
ajssms-518	96	1	it	it	PRON
ajssms-518	96	2	is	be	AUX
ajssms-518	96	3	obvious	obvious	ADJ
ajssms-518	96	4	from	from	ADP
ajssms-518	96	5	data	datum	NOUN
ajssms-518	96	6	comparison	comparison	NOUN
ajssms-518	96	7	that	that	SCONJ
ajssms-518	96	8	there	there	PRON
ajssms-518	96	9	is	be	VERB
ajssms-518	96	10	no	no	DET
ajssms-518	96	11	subtle	subtle	ADJ
ajssms-518	96	12	difference	difference	NOUN
ajssms-518	96	13	between	between	ADP
ajssms-518	96	14	the	the	DET
ajssms-518	96	15	two	two	NUM
ajssms-518	96	16	compared	compare	VERB
ajssms-518	96	17	data	datum	NOUN
ajssms-518	96	18	,	,	PUNCT
ajssms-518	96	19	this	this	PRON
ajssms-518	96	20	suggest	suggest	VERB
ajssms-518	96	21	that	that	SCONJ
ajssms-518	96	22	in	in	ADP
ajssms-518	96	23	order	order	NOUN
ajssms-518	96	24	to	to	PART
ajssms-518	96	25	validate	validate	VERB
ajssms-518	96	26	the	the	DET
ajssms-518	96	27	impact	impact	NOUN
ajssms-518	96	28	of	of	ADP
ajssms-518	96	29	this	this	DET
ajssms-518	96	30	framework	framework	NOUN
ajssms-518	96	31	it	it	PRON
ajssms-518	96	32	is	be	AUX
ajssms-518	96	33	strongly	strongly	ADV
ajssms-518	96	34	recommended	recommend	VERB
ajssms-518	96	35	that	that	SCONJ
ajssms-518	96	36	the	the	DET
ajssms-518	96	37	framework	framework	NOUN
ajssms-518	96	38	is	be	AUX
ajssms-518	96	39	to	to	PART
ajssms-518	96	40	be	be	AUX
ajssms-518	96	41	applied	apply	VERB
ajssms-518	96	42	on	on	ADP
ajssms-518	96	43	full	full	ADJ
ajssms-518	96	44	scale	scale	NOUN
ajssms-518	96	45	.	.	PUNCT
ajssms-518	97	1	table-7	table-7	X
ajssms-518	97	2	.	.	PUNCT
ajssms-518	98	1	average	average	NOUN
ajssms-518	98	2	of	of	ADP
ajssms-518	98	3	sample	sample	NOUN
ajssms-518	98	4	“	"	PUNCT
ajssms-518	98	5	b	b	PROPN
ajssms-518	98	6	”	"	PUNCT
ajssms-518	98	7	agent	agent	NOUN
ajssms-518	98	8	name	name	NOUN
ajssms-518	98	9	number	number	NOUN
ajssms-518	98	10	of	of	ADP
ajssms-518	98	11	calls	call	NOUN
ajssms-518	98	12	observed	observed	ADJ
ajssms-518	98	13	un	un	PROPN
ajssms-518	98	14	qualified	qualified	ADJ
ajssms-518	98	15	information	information	NOUN
ajssms-518	98	16	given	give	VERB
ajssms-518	98	17	ccr	ccr	PROPN
ajssms-518	98	18	did	do	AUX
ajssms-518	98	19	not	not	PART
ajssms-518	98	20	try	try	VERB
ajssms-518	98	21	to	to	PART
ajssms-518	98	22	upsell	upsell	VERB
ajssms-518	98	23	/	/	SYM
ajssms-518	98	24	cross	cross	PROPN
ajssms-518	98	25	sell	sell	PROPN
ajssms-518	98	26	ccr	ccr	PROPN
ajssms-518	98	27	did	do	AUX
ajssms-518	98	28	not	not	PART
ajssms-518	98	29	pitch	pitch	VERB
ajssms-518	98	30	the	the	DET
ajssms-518	98	31	offer	offer	NOUN
ajssms-518	98	32	(	(	PUNCT
ajssms-518	98	33	total	total	ADJ
ajssms-518	98	34	marks	mark	NOUN
ajssms-518	98	35	200	200	NUM
ajssms-518	98	36	)	)	PUNCT
ajssms-518	98	37	did	do	AUX
ajssms-518	98	38	not	not	PART
ajssms-518	98	39	drive	drive	VERB
ajssms-518	98	40	the	the	DET
ajssms-518	98	41	call	call	NOUN
ajssms-518	98	42	poor	poor	ADJ
ajssms-518	98	43	system	system	NOUN
ajssms-518	98	44	handling	handling	NOUN
ajssms-518	98	45	(	(	PUNCT
ajssms-518	98	46	total	total	ADJ
ajssms-518	98	47	marks	mark	NOUN
ajssms-518	98	48	200	200	NUM
ajssms-518	98	49	)	)	PUNCT
ajssms-518	98	50	(	(	PUNCT
ajssms-518	98	51	total	total	ADJ
ajssms-518	98	52	marks	mark	NOUN
ajssms-518	98	53	200	200	NUM
ajssms-518	98	54	)	)	PUNCT
ajssms-518	98	55	(	(	PUNCT
ajssms-518	98	56	total	total	ADJ
ajssms-518	98	57	marks	mark	NOUN
ajssms-518	98	58	200	200	NUM
ajssms-518	98	59	)	)	PUNCT
ajssms-518	98	60	(	(	PUNCT
ajssms-518	98	61	total	total	ADJ
ajssms-518	98	62	marks	mark	NOUN
ajssms-518	98	63	200	200	NUM
ajssms-518	98	64	)	)	PUNCT
ajssms-518	98	65	agent	agent	NOUN
ajssms-518	98	66	1	1	NUM
ajssms-518	98	67	5	5	NUM
ajssms-518	98	68	160	160	NUM
ajssms-518	98	69	120	120	NUM
ajssms-518	98	70	160	160	NUM
ajssms-518	98	71	120	120	NUM
ajssms-518	98	72	120	120	NUM
ajssms-518	98	73	agent	agent	NOUN
ajssms-518	98	74	2	2	NUM
ajssms-518	98	75	5	5	NUM
ajssms-518	98	76	120	120	NUM
ajssms-518	98	77	80	80	NUM
ajssms-518	98	78	80	80	NUM
ajssms-518	98	79	120	120	NUM
ajssms-518	98	80	120	120	NUM
ajssms-518	98	81	agent	agent	NOUN
ajssms-518	98	82	3	3	NUM
ajssms-518	98	83	5	5	NUM
ajssms-518	98	84	80	80	NUM
ajssms-518	98	85	120	120	NUM
ajssms-518	98	86	120	120	NUM
ajssms-518	98	87	80	80	NUM
ajssms-518	98	88	80	80	NUM
ajssms-518	98	89	agent	agent	NOUN
ajssms-518	98	90	4	4	NUM
ajssms-518	98	91	5	5	NUM
ajssms-518	98	92	120	120	NUM
ajssms-518	98	93	120	120	NUM
ajssms-518	98	94	120	120	NUM
ajssms-518	98	95	120	120	NUM
ajssms-518	98	96	120	120	NUM
ajssms-518	98	97	agent	agent	NOUN
ajssms-518	98	98	5	5	NUM
ajssms-518	98	99	5	5	NUM
ajssms-518	98	100	160	160	NUM
ajssms-518	98	101	120	120	NUM
ajssms-518	98	102	120	120	NUM
ajssms-518	98	103	120	120	NUM
ajssms-518	98	104	120	120	NUM
ajssms-518	98	105	average	average	NOUN
ajssms-518	98	106	5	5	NUM
ajssms-518	98	107	128	128	NUM
ajssms-518	98	108	112	112	NUM
ajssms-518	98	109	120	120	NUM
ajssms-518	98	110	112	112	NUM
ajssms-518	98	111	112	112	NUM
ajssms-518	98	112	table-8	table-8	NOUN
ajssms-518	98	113	.	.	PUNCT
ajssms-518	99	1	average	average	NOUN
ajssms-518	99	2	of	of	ADP
ajssms-518	99	3	compared	compare	VERB
ajssms-518	99	4	data	datum	NOUN
ajssms-518	99	5	agent	agent	NOUN
ajssms-518	99	6	name	name	NOUN
ajssms-518	99	7	number	number	NOUN
ajssms-518	99	8	of	of	ADP
ajssms-518	99	9	calls	call	NOUN
ajssms-518	99	10	observed	observed	ADJ
ajssms-518	99	11	un	un	PROPN
ajssms-518	99	12	qualified	qualified	ADJ
ajssms-518	99	13	information	information	NOUN
ajssms-518	99	14	given	give	VERB
ajssms-518	99	15	ccr	ccr	PROPN
ajssms-518	99	16	did	do	AUX
ajssms-518	99	17	not	not	PART
ajssms-518	99	18	try	try	VERB
ajssms-518	99	19	to	to	PART
ajssms-518	99	20	upsell	upsell	VERB
ajssms-518	99	21	/	/	SYM
ajssms-518	99	22	cross	cross	PROPN
ajssms-518	99	23	sell	sell	PROPN
ajssms-518	99	24	ccr	ccr	PROPN
ajssms-518	99	25	did	do	AUX
ajssms-518	99	26	not	not	PART
ajssms-518	99	27	pitch	pitch	VERB
ajssms-518	99	28	the	the	DET
ajssms-518	99	29	offer	offer	NOUN
ajssms-518	99	30	(	(	PUNCT
ajssms-518	99	31	total	total	ADJ
ajssms-518	99	32	marks	mark	NOUN
ajssms-518	99	33	200	200	NUM
ajssms-518	99	34	)	)	PUNCT
ajssms-518	99	35	did	do	AUX
ajssms-518	99	36	not	not	PART
ajssms-518	99	37	drive	drive	VERB
ajssms-518	99	38	the	the	DET
ajssms-518	99	39	call	call	NOUN
ajssms-518	99	40	poor	poor	ADJ
ajssms-518	99	41	system	system	NOUN
ajssms-518	99	42	handling	handling	NOUN
ajssms-518	99	43	(	(	PUNCT
ajssms-518	99	44	total	total	ADJ
ajssms-518	99	45	marks	mark	NOUN
ajssms-518	99	46	200	200	NUM
ajssms-518	99	47	)	)	PUNCT
ajssms-518	99	48	(	(	PUNCT
ajssms-518	99	49	total	total	ADJ
ajssms-518	99	50	marks	mark	NOUN
ajssms-518	99	51	200	200	NUM
ajssms-518	99	52	)	)	PUNCT
ajssms-518	99	53	(	(	PUNCT
ajssms-518	99	54	total	total	ADJ
ajssms-518	99	55	marks	mark	NOUN
ajssms-518	99	56	200	200	NUM
ajssms-518	99	57	)	)	PUNCT
ajssms-518	99	58	(	(	PUNCT
ajssms-518	99	59	total	total	ADJ
ajssms-518	99	60	marks	mark	NOUN
ajssms-518	99	61	200	200	NUM
ajssms-518	99	62	)	)	PUNCT
ajssms-518	99	63	agent	agent	NOUN
ajssms-518	99	64	1	1	NUM
ajssms-518	99	65	5	5	NUM
ajssms-518	99	66	160	160	NUM
ajssms-518	99	67	40	40	NUM
ajssms-518	99	68	120	120	NUM
ajssms-518	99	69	160	160	NUM
ajssms-518	99	70	80	80	NUM
ajssms-518	99	71	agent	agent	NOUN
ajssms-518	99	72	2	2	NUM
ajssms-518	99	73	5	5	NUM
ajssms-518	99	74	120	120	NUM
ajssms-518	99	75	120	120	NUM
ajssms-518	99	76	80	80	NUM
ajssms-518	99	77	120	120	NUM
ajssms-518	99	78	80	80	NUM
ajssms-518	99	79	agent	agent	NOUN
ajssms-518	99	80	3	3	NUM
ajssms-518	99	81	5	5	NUM
ajssms-518	99	82	60	60	NUM
ajssms-518	99	83	80	80	NUM
ajssms-518	99	84	80	80	NUM
ajssms-518	99	85	40	40	NUM
ajssms-518	99	86	120	120	NUM
ajssms-518	99	87	agent	agent	NOUN
ajssms-518	99	88	4	4	NUM
ajssms-518	99	89	5	5	NUM
ajssms-518	99	90	120	120	NUM
ajssms-518	99	91	160	160	NUM
ajssms-518	99	92	120	120	NUM
ajssms-518	99	93	120	120	NUM
ajssms-518	99	94	160	160	NUM
ajssms-518	99	95	agent	agent	NOUN
ajssms-518	99	96	5	5	NUM
ajssms-518	100	1	5	5	NUM
ajssms-518	100	2	120	120	NUM
ajssms-518	100	3	120	120	NUM
ajssms-518	100	4	120	120	NUM
ajssms-518	100	5	120	120	NUM
ajssms-518	100	6	120	120	NUM
ajssms-518	100	7	average	average	ADJ
ajssms-518	100	8	5	5	NUM
ajssms-518	100	9	116	116	NUM
ajssms-518	100	10	104	104	NUM
ajssms-518	100	11	104	104	NUM
ajssms-518	100	12	112	112	NUM
ajssms-518	100	13	112	112	NUM
ajssms-518	100	14	asian	asian	ADJ
ajssms-518	100	15	journal	journal	NOUN
ajssms-518	100	16	of	of	ADP
ajssms-518	100	17	social	social	ADJ
ajssms-518	100	18	sciences	sciences	PROPN
ajssms-518	100	19	and	and	CCONJ
ajssms-518	100	20	management	management	NOUN
ajssms-518	100	21	studies	study	NOUN
ajssms-518	100	22	,	,	PUNCT
ajssms-518	100	23	2017	2017	NUM
ajssms-518	100	24	,	,	PUNCT
ajssms-518	100	25	4(2	4(2	NUM
ajssms-518	100	26	):	):	PUNCT
ajssms-518	100	27	107	107	NUM
ajssms-518	100	28	-	-	SYM
ajssms-518	100	29	115	115	NUM
ajssms-518	100	30	112	112	NUM
ajssms-518	100	31	figure-3	figure-3	NUM
ajssms-518	100	32	.	.	PUNCT
ajssms-518	100	33	bar	bar	NOUN
ajssms-518	100	34	graph	graph	NOUN
ajssms-518	100	35	showing	show	VERB
ajssms-518	100	36	(	(	PUNCT
ajssms-518	100	37	a	a	DET
ajssms-518	100	38	)	)	PUNCT
ajssms-518	100	39	unqualified	unqualified	ADJ
ajssms-518	100	40	information	information	NOUN
ajssms-518	100	41	given	give	VERB
ajssms-518	100	42	(	(	PUNCT
ajssms-518	100	43	b	b	NOUN
ajssms-518	100	44	)	)	PUNCT
ajssms-518	100	45	ccr	ccr	PROPN
ajssms-518	100	46	did	do	AUX
ajssms-518	100	47	not	not	PART
ajssms-518	100	48	try	try	VERB
ajssms-518	100	49	to	to	PART
ajssms-518	100	50	upsell	upsell	VERB
ajssms-518	100	51	(	(	PUNCT
ajssms-518	100	52	c	c	NOUN
ajssms-518	100	53	)	)	PUNCT
ajssms-518	100	54	ccr	ccr	PROPN
ajssms-518	100	55	did	do	AUX
ajssms-518	100	56	not	not	PART
ajssms-518	100	57	pitch	pitch	VERB
ajssms-518	100	58	the	the	DET
ajssms-518	100	59	offer	offer	NOUN
ajssms-518	100	60	(	(	PUNCT
ajssms-518	100	61	d	d	X
ajssms-518	100	62	)	)	PUNCT
ajssms-518	100	63	did	do	AUX
ajssms-518	100	64	not	not	PART
ajssms-518	100	65	drive	drive	VERB
ajssms-518	100	66	the	the	DET
ajssms-518	100	67	call	call	NOUN
ajssms-518	100	68	(	(	PUNCT
ajssms-518	100	69	e	e	NOUN
ajssms-518	100	70	)	)	PUNCT
ajssms-518	100	71	poor	poor	ADJ
ajssms-518	100	72	system	system	NOUN
ajssms-518	100	73	handling	handle	VERB
ajssms-518	100	74	figure-4	figure-4	PROPN
ajssms-518	100	75	.	.	PUNCT
ajssms-518	101	1	data	datum	NOUN
ajssms-518	101	2	comparison	comparison	NOUN
ajssms-518	101	3	sample	sample	NOUN
ajssms-518	101	4	“	"	PUNCT
ajssms-518	101	5	a	a	PRON
ajssms-518	101	6	”	"	PUNCT
ajssms-518	101	7	4	4	NUM
ajssms-518	101	8	.	.	PUNCT
ajssms-518	101	9	discussion	discussion	NOUN
ajssms-518	101	10	the	the	DET
ajssms-518	101	11	purpose	purpose	NOUN
ajssms-518	101	12	of	of	ADP
ajssms-518	101	13	this	this	DET
ajssms-518	101	14	research	research	NOUN
ajssms-518	101	15	is	be	AUX
ajssms-518	101	16	to	to	PART
ajssms-518	101	17	improve	improve	VERB
ajssms-518	101	18	the	the	DET
ajssms-518	101	19	product	product	NOUN
ajssms-518	101	20	knowledge	knowledge	NOUN
ajssms-518	101	21	and	and	CCONJ
ajssms-518	101	22	communication	communication	NOUN
ajssms-518	101	23	skills	skill	NOUN
ajssms-518	101	24	of	of	ADP
ajssms-518	101	25	call	call	NOUN
ajssms-518	101	26	center	center	NOUN
ajssms-518	101	27	agents	agent	NOUN
ajssms-518	101	28	by	by	ADP
ajssms-518	101	29	designing	design	VERB
ajssms-518	101	30	a	a	DET
ajssms-518	101	31	new	new	ADJ
ajssms-518	101	32	training	training	NOUN
ajssms-518	101	33	framework	framework	NOUN
ajssms-518	101	34	.	.	PUNCT
ajssms-518	102	1	this	this	DET
ajssms-518	102	2	framework	framework	NOUN
ajssms-518	102	3	establishes	establish	VERB
ajssms-518	102	4	4	4	NUM
ajssms-518	102	5	key	key	ADJ
ajssms-518	102	6	principals	principal	NOUN
ajssms-518	102	7	to	to	PART
ajssms-518	102	8	increase	increase	VERB
ajssms-518	102	9	the	the	DET
ajssms-518	102	10	effectiveness	effectiveness	NOUN
ajssms-518	102	11	of	of	ADP
ajssms-518	102	12	training	training	NOUN
ajssms-518	102	13	program	program	NOUN
ajssms-518	102	14	in	in	ADP
ajssms-518	102	15	call	call	NOUN
ajssms-518	102	16	centers	center	NOUN
ajssms-518	102	17	for	for	ADP
ajssms-518	102	18	the	the	DET
ajssms-518	102	19	improvement	improvement	NOUN
ajssms-518	102	20	in	in	ADP
ajssms-518	102	21	communication	communication	NOUN
ajssms-518	102	22	skills	skill	NOUN
ajssms-518	102	23	and	and	CCONJ
ajssms-518	102	24	product	product	NOUN
ajssms-518	102	25	knowledge	knowledge	NOUN
ajssms-518	102	26	of	of	ADP
ajssms-518	102	27	a	a	DET
ajssms-518	102	28	call	call	NOUN
ajssms-518	102	29	center	center	NOUN
ajssms-518	102	30	agent	agent	NOUN
ajssms-518	102	31	.	.	PUNCT
ajssms-518	103	1	this	this	DET
ajssms-518	103	2	framework	framework	NOUN
ajssms-518	103	3	is	be	AUX
ajssms-518	103	4	specially	specially	ADV
ajssms-518	103	5	designed	design	VERB
ajssms-518	103	6	to	to	PART
ajssms-518	103	7	conduct	conduct	VERB
ajssms-518	103	8	training	training	NOUN
ajssms-518	103	9	of	of	ADP
ajssms-518	103	10	new	new	ADJ
ajssms-518	103	11	inductees	inductee	NOUN
ajssms-518	103	12	however	however	ADV
ajssms-518	103	13	the	the	DET
ajssms-518	103	14	principles	principle	NOUN
ajssms-518	103	15	and	and	CCONJ
ajssms-518	103	16	guidelines	guideline	NOUN
ajssms-518	103	17	mentioned	mention	VERB
ajssms-518	103	18	in	in	ADP
ajssms-518	103	19	this	this	DET
ajssms-518	103	20	framework	framework	NOUN
ajssms-518	103	21	can	can	AUX
ajssms-518	103	22	be	be	AUX
ajssms-518	103	23	very	very	ADV
ajssms-518	103	24	helpful	helpful	ADJ
ajssms-518	103	25	for	for	ADP
ajssms-518	103	26	all	all	DET
ajssms-518	103	27	call	call	NOUN
ajssms-518	103	28	center	center	NOUN
ajssms-518	103	29	agents	agent	NOUN
ajssms-518	103	30	either	either	CCONJ
ajssms-518	103	31	new	new	ADJ
ajssms-518	103	32	or	or	CCONJ
ajssms-518	103	33	old	old	ADJ
ajssms-518	103	34	.	.	PUNCT
ajssms-518	104	1	this	this	DET
ajssms-518	104	2	framework	framework	NOUN
ajssms-518	104	3	can	can	AUX
ajssms-518	104	4	also	also	ADV
ajssms-518	104	5	help	help	VERB
ajssms-518	104	6	in	in	ADP
ajssms-518	104	7	building	build	VERB
ajssms-518	104	8	effective	effective	ADJ
ajssms-518	104	9	training	training	NOUN
ajssms-518	104	10	content	content	NOUN
ajssms-518	104	11	related	relate	VERB
ajssms-518	104	12	to	to	ADP
ajssms-518	104	13	communication	communication	NOUN
ajssms-518	104	14	skills	skill	NOUN
ajssms-518	104	15	and	and	CCONJ
ajssms-518	104	16	product	product	NOUN
ajssms-518	104	17	knowledge	knowledge	NOUN
ajssms-518	104	18	asian	asian	ADJ
ajssms-518	104	19	journal	journal	NOUN
ajssms-518	104	20	of	of	ADP
ajssms-518	104	21	social	social	ADJ
ajssms-518	104	22	sciences	sciences	PROPN
ajssms-518	104	23	and	and	CCONJ
ajssms-518	104	24	management	management	NOUN
ajssms-518	104	25	studies	study	NOUN
ajssms-518	104	26	,	,	PUNCT
ajssms-518	104	27	2017	2017	NUM
ajssms-518	104	28	,	,	PUNCT
ajssms-518	104	29	4(2	4(2	NUM
ajssms-518	104	30	):	):	PUNCT
ajssms-518	104	31	107	107	NUM
ajssms-518	104	32	-	-	SYM
ajssms-518	104	33	115	115	NUM
ajssms-518	104	34	113	113	NUM
ajssms-518	104	35	a	a	NOUN
ajssms-518	104	36	)	)	PUNCT
ajssms-518	104	37	inspiring	inspire	VERB
ajssms-518	104	38	according	accord	VERB
ajssms-518	104	39	to	to	ADP
ajssms-518	104	40	this	this	DET
ajssms-518	104	41	principle	principle	ADJ
ajssms-518	104	42	trainer	trainer	NOUN
ajssms-518	104	43	first	first	ADV
ajssms-518	104	44	need	need	VERB
ajssms-518	104	45	to	to	PART
ajssms-518	104	46	build	build	VERB
ajssms-518	104	47	the	the	DET
ajssms-518	104	48	motivation	motivation	NOUN
ajssms-518	104	49	in	in	ADP
ajssms-518	104	50	trainees	trainee	NOUN
ajssms-518	104	51	by	by	ADP
ajssms-518	104	52	building	build	VERB
ajssms-518	104	53	motivation	motivation	NOUN
ajssms-518	104	54	for	for	ADP
ajssms-518	104	55	call	call	NOUN
ajssms-518	104	56	center	center	NOUN
ajssms-518	104	57	.	.	PUNCT
ajssms-518	105	1	inspiring	inspire	VERB
ajssms-518	105	2	principle	principle	NOUN
ajssms-518	105	3	create	create	VERB
ajssms-518	105	4	deep	deep	ADJ
ajssms-518	105	5	inspiration	inspiration	NOUN
ajssms-518	105	6	in	in	ADP
ajssms-518	105	7	trainees	trainee	NOUN
ajssms-518	105	8	by	by	ADP
ajssms-518	105	9	transforming	transform	VERB
ajssms-518	105	10	their	their	PRON
ajssms-518	105	11	mindset	mindset	NOUN
ajssms-518	105	12	about	about	ADP
ajssms-518	105	13	call	call	NOUN
ajssms-518	105	14	center	center	NOUN
ajssms-518	105	15	.	.	PUNCT
ajssms-518	106	1	the	the	DET
ajssms-518	106	2	call	call	NOUN
ajssms-518	106	3	center	center	NOUN
ajssms-518	106	4	job	job	NOUN
ajssms-518	106	5	is	be	AUX
ajssms-518	106	6	often	often	ADV
ajssms-518	106	7	viewed	view	VERB
ajssms-518	106	8	as	as	ADP
ajssms-518	106	9	a	a	DET
ajssms-518	106	10	monotonous	monotonous	ADJ
ajssms-518	106	11	job	job	NOUN
ajssms-518	106	12	with	with	ADP
ajssms-518	106	13	limited	limited	ADJ
ajssms-518	106	14	window	window	NOUN
ajssms-518	106	15	of	of	ADP
ajssms-518	106	16	growth	growth	NOUN
ajssms-518	106	17	,	,	PUNCT
ajssms-518	106	18	however	however	ADV
ajssms-518	106	19	the	the	DET
ajssms-518	106	20	impact	impact	NOUN
ajssms-518	106	21	call	call	NOUN
ajssms-518	106	22	center	center	NOUN
ajssms-518	106	23	can	can	AUX
ajssms-518	106	24	create	create	VERB
ajssms-518	106	25	in	in	ADP
ajssms-518	106	26	attitude	attitude	NOUN
ajssms-518	106	27	,	,	PUNCT
ajssms-518	106	28	emotional	emotional	ADJ
ajssms-518	106	29	management	management	NOUN
ajssms-518	106	30	and	and	CCONJ
ajssms-518	106	31	in	in	ADP
ajssms-518	106	32	learning	learn	VERB
ajssms-518	106	33	ability	ability	NOUN
ajssms-518	106	34	is	be	AUX
ajssms-518	106	35	mostly	mostly	ADV
ajssms-518	106	36	overlooked	overlook	VERB
ajssms-518	106	37	.	.	PUNCT
ajssms-518	107	1	this	this	DET
ajssms-518	107	2	framework	framework	NOUN
ajssms-518	107	3	identifies	identify	VERB
ajssms-518	107	4	these	these	DET
ajssms-518	107	5	“	"	PUNCT
ajssms-518	107	6	impacts	impact	NOUN
ajssms-518	107	7	”	"	PUNCT
ajssms-518	107	8	which	which	PRON
ajssms-518	107	9	not	not	PART
ajssms-518	107	10	only	only	ADV
ajssms-518	107	11	help	help	AUX
ajssms-518	107	12	call	call	VERB
ajssms-518	107	13	center	center	NOUN
ajssms-518	107	14	agents	agent	NOUN
ajssms-518	107	15	in	in	ADP
ajssms-518	107	16	progression	progression	NOUN
ajssms-518	107	17	of	of	ADP
ajssms-518	107	18	their	their	PRON
ajssms-518	107	19	professional	professional	ADJ
ajssms-518	107	20	career	career	NOUN
ajssms-518	107	21	but	but	CCONJ
ajssms-518	107	22	can	can	AUX
ajssms-518	107	23	also	also	ADV
ajssms-518	107	24	help	help	VERB
ajssms-518	107	25	in	in	ADP
ajssms-518	107	26	transforming	transform	VERB
ajssms-518	107	27	personal	personal	ADJ
ajssms-518	107	28	life	life	NOUN
ajssms-518	107	29	.	.	PUNCT
ajssms-518	108	1	the	the	DET
ajssms-518	108	2	theme	theme	NOUN
ajssms-518	108	3	of	of	ADP
ajssms-518	108	4	this	this	DET
ajssms-518	108	5	inspiration	inspiration	NOUN
ajssms-518	108	6	principal	principal	NOUN
ajssms-518	108	7	is	be	AUX
ajssms-518	108	8	“	"	PUNCT
ajssms-518	108	9	person	person	NOUN
ajssms-518	108	10	first	first	ADJ
ajssms-518	108	11	and	and	CCONJ
ajssms-518	108	12	organization	organization	NOUN
ajssms-518	108	13	second	second	NOUN
ajssms-518	108	14	”	"	PUNCT
ajssms-518	108	15	.	.	PUNCT
ajssms-518	109	1	this	this	DET
ajssms-518	109	2	theme	theme	NOUN
ajssms-518	109	3	at	at	ADP
ajssms-518	109	4	first	first	ADJ
ajssms-518	109	5	glance	glance	NOUN
ajssms-518	109	6	may	may	AUX
ajssms-518	109	7	seem	seem	VERB
ajssms-518	109	8	rude	rude	ADJ
ajssms-518	109	9	to	to	ADP
ajssms-518	109	10	the	the	DET
ajssms-518	109	11	organizations	organization	NOUN
ajssms-518	109	12	but	but	CCONJ
ajssms-518	109	13	in	in	ADP
ajssms-518	109	14	depth	depth	NOUN
ajssms-518	109	15	analysis	analysis	NOUN
ajssms-518	109	16	will	will	AUX
ajssms-518	109	17	open	open	VERB
ajssms-518	109	18	many	many	ADJ
ajssms-518	109	19	avenues	avenue	NOUN
ajssms-518	109	20	.	.	PUNCT
ajssms-518	110	1	many	many	ADJ
ajssms-518	110	2	organizations	organization	NOUN
ajssms-518	110	3	focus	focus	VERB
ajssms-518	110	4	on	on	ADP
ajssms-518	110	5	the	the	DET
ajssms-518	110	6	organizational	organizational	ADJ
ajssms-518	110	7	gains	gain	NOUN
ajssms-518	110	8	first	first	ADV
ajssms-518	110	9	,	,	PUNCT
ajssms-518	110	10	according	accord	VERB
ajssms-518	110	11	to	to	ADP
ajssms-518	110	12	this	this	DET
ajssms-518	110	13	principal	principal	NOUN
ajssms-518	110	14	to	to	PART
ajssms-518	110	15	create	create	VERB
ajssms-518	110	16	the	the	DET
ajssms-518	110	17	lasting	last	VERB
ajssms-518	110	18	inspiration	inspiration	NOUN
ajssms-518	110	19	the	the	DET
ajssms-518	110	20	inspirations	inspiration	NOUN
ajssms-518	110	21	shall	shall	AUX
ajssms-518	110	22	first	first	ADV
ajssms-518	110	23	focus	focus	VERB
ajssms-518	110	24	on	on	ADP
ajssms-518	110	25	the	the	DET
ajssms-518	110	26	individual	individual	NOUN
ajssms-518	110	27	as	as	SCONJ
ajssms-518	110	28	the	the	DET
ajssms-518	110	29	growth	growth	NOUN
ajssms-518	110	30	in	in	ADP
ajssms-518	110	31	individual	individual	NOUN
ajssms-518	110	32	will	will	AUX
ajssms-518	110	33	directly	directly	ADV
ajssms-518	110	34	affect	affect	VERB
ajssms-518	110	35	the	the	DET
ajssms-518	110	36	organization	organization	NOUN
ajssms-518	110	37	performance	performance	NOUN
ajssms-518	110	38	,	,	PUNCT
ajssms-518	110	39	with	with	ADP
ajssms-518	110	40	this	this	DET
ajssms-518	110	41	little	little	ADJ
ajssms-518	110	42	shift	shift	NOUN
ajssms-518	110	43	of	of	ADP
ajssms-518	110	44	mindset	mindset	NOUN
ajssms-518	110	45	that	that	PRON
ajssms-518	110	46	is	be	AUX
ajssms-518	110	47	“	"	PUNCT
ajssms-518	110	48	person	person	NOUN
ajssms-518	110	49	first	first	ADJ
ajssms-518	110	50	and	and	CCONJ
ajssms-518	110	51	organization	organization	NOUN
ajssms-518	110	52	second	second	ADJ
ajssms-518	110	53	”	"	PUNCT
ajssms-518	110	54	call	call	NOUN
ajssms-518	110	55	centers	center	NOUN
ajssms-518	110	56	would	would	AUX
ajssms-518	110	57	not	not	PART
ajssms-518	110	58	only	only	ADV
ajssms-518	110	59	able	able	ADJ
ajssms-518	110	60	to	to	PART
ajssms-518	110	61	achieve	achieve	VERB
ajssms-518	110	62	greater	great	ADJ
ajssms-518	110	63	productivity	productivity	NOUN
ajssms-518	110	64	but	but	CCONJ
ajssms-518	110	65	can	can	AUX
ajssms-518	110	66	also	also	ADV
ajssms-518	110	67	help	help	VERB
ajssms-518	110	68	in	in	ADP
ajssms-518	110	69	reducing	reduce	VERB
ajssms-518	110	70	turnover	turnover	NOUN
ajssms-518	110	71	.	.	PUNCT
ajssms-518	111	1	the	the	DET
ajssms-518	111	2	two	two	NUM
ajssms-518	111	3	suggested	suggest	VERB
ajssms-518	111	4	“	"	PUNCT
ajssms-518	111	5	inspirations	inspiration	NOUN
ajssms-518	111	6	”	"	PUNCT
ajssms-518	111	7	which	which	PRON
ajssms-518	111	8	can	can	AUX
ajssms-518	111	9	transform	transform	VERB
ajssms-518	111	10	call	call	NOUN
ajssms-518	111	11	center	center	NOUN
ajssms-518	111	12	agents	agent	NOUN
ajssms-518	111	13	from	from	ADP
ajssms-518	111	14	this	this	DET
ajssms-518	111	15	“	"	PUNCT
ajssms-518	111	16	inspiring	inspiring	ADJ
ajssms-518	111	17	”	"	PUNCT
ajssms-518	111	18	principle	principle	NOUN
ajssms-518	111	19	are	be	AUX
ajssms-518	111	20	(	(	PUNCT
ajssms-518	111	21	a	a	DET
ajssms-518	111	22	)	)	PUNCT
ajssms-518	111	23	impact	impact	NOUN
ajssms-518	111	24	of	of	ADP
ajssms-518	111	25	call	call	NOUN
ajssms-518	111	26	center	center	NOUN
ajssms-518	111	27	and	and	CCONJ
ajssms-518	111	28	(	(	PUNCT
ajssms-518	111	29	b	b	NOUN
ajssms-518	111	30	)	)	PUNCT
ajssms-518	111	31	presenting	present	VERB
ajssms-518	111	32	success	success	NOUN
ajssms-518	111	33	stories	story	NOUN
ajssms-518	111	34	.	.	PUNCT
ajssms-518	112	1	for	for	ADP
ajssms-518	112	2	the	the	DET
ajssms-518	112	3	designed	design	VERB
ajssms-518	112	4	inspiration	inspiration	NOUN
ajssms-518	112	5	of	of	ADP
ajssms-518	112	6	“	"	PUNCT
ajssms-518	112	7	impact	impact	NOUN
ajssms-518	112	8	of	of	ADP
ajssms-518	112	9	call	call	NOUN
ajssms-518	112	10	center	center	NOUN
ajssms-518	112	11	”	"	PUNCT
ajssms-518	112	12	trainer	trainer	NOUN
ajssms-518	112	13	shall	shall	AUX
ajssms-518	112	14	demonstrate	demonstrate	VERB
ajssms-518	112	15	the	the	DET
ajssms-518	112	16	transformation	transformation	NOUN
ajssms-518	112	17	call	call	NOUN
ajssms-518	112	18	center	center	NOUN
ajssms-518	112	19	can	can	AUX
ajssms-518	112	20	bring	bring	VERB
ajssms-518	112	21	in	in	ADV
ajssms-518	112	22	trainee	trainee	NOUN
ajssms-518	112	23	which	which	PRON
ajssms-518	112	24	can	can	AUX
ajssms-518	112	25	benefit	benefit	VERB
ajssms-518	112	26	trainee	trainee	NOUN
ajssms-518	112	27	in	in	ADP
ajssms-518	112	28	his	his	PRON
ajssms-518	112	29	/	/	SYM
ajssms-518	112	30	her	her	PRON
ajssms-518	112	31	professional	professional	ADJ
ajssms-518	112	32	and	and	CCONJ
ajssms-518	112	33	personal	personal	ADJ
ajssms-518	112	34	life	life	NOUN
ajssms-518	112	35	.	.	PUNCT
ajssms-518	113	1	the	the	DET
ajssms-518	113	2	job	job	NOUN
ajssms-518	113	3	in	in	ADP
ajssms-518	113	4	a	a	DET
ajssms-518	113	5	call	call	NOUN
ajssms-518	113	6	center	center	NOUN
ajssms-518	113	7	is	be	AUX
ajssms-518	113	8	tough	tough	ADJ
ajssms-518	113	9	but	but	CCONJ
ajssms-518	113	10	with	with	ADP
ajssms-518	113	11	this	this	DET
ajssms-518	113	12	job	job	NOUN
ajssms-518	113	13	there	there	PRON
ajssms-518	113	14	are	be	VERB
ajssms-518	113	15	many	many	ADJ
ajssms-518	113	16	revolutions	revolution	NOUN
ajssms-518	113	17	which	which	PRON
ajssms-518	113	18	call	call	VERB
ajssms-518	113	19	center	center	NOUN
ajssms-518	113	20	agent	agent	NOUN
ajssms-518	113	21	can	can	AUX
ajssms-518	113	22	bring	bring	VERB
ajssms-518	113	23	in	in	ADP
ajssms-518	113	24	his	his	PRON
ajssms-518	113	25	life	life	NOUN
ajssms-518	113	26	during	during	ADP
ajssms-518	113	27	stay	stay	NOUN
ajssms-518	113	28	in	in	ADP
ajssms-518	113	29	call	call	NOUN
ajssms-518	113	30	centre	centre	NOUN
ajssms-518	113	31	.	.	PUNCT
ajssms-518	114	1	the	the	DET
ajssms-518	114	2	job	job	NOUN
ajssms-518	114	3	of	of	ADP
ajssms-518	114	4	a	a	DET
ajssms-518	114	5	trainer	trainer	NOUN
ajssms-518	114	6	is	be	AUX
ajssms-518	114	7	to	to	PART
ajssms-518	114	8	effectively	effectively	ADV
ajssms-518	114	9	design	design	VERB
ajssms-518	114	10	and	and	CCONJ
ajssms-518	114	11	communicate	communicate	VERB
ajssms-518	114	12	these	these	DET
ajssms-518	114	13	transformations	transformation	NOUN
ajssms-518	114	14	and	and	CCONJ
ajssms-518	114	15	also	also	ADV
ajssms-518	114	16	connect	connect	VERB
ajssms-518	114	17	these	these	DET
ajssms-518	114	18	transformations	transformation	NOUN
ajssms-518	114	19	to	to	ADP
ajssms-518	114	20	carrier	carrier	NOUN
ajssms-518	114	21	progression	progression	NOUN
ajssms-518	114	22	.	.	PUNCT
ajssms-518	115	1	some	some	PRON
ajssms-518	115	2	of	of	ADP
ajssms-518	115	3	these	these	DET
ajssms-518	115	4	transformation	transformation	NOUN
ajssms-518	115	5	that	that	PRON
ajssms-518	115	6	trainer	trainer	NOUN
ajssms-518	115	7	need	need	VERB
ajssms-518	115	8	to	to	PART
ajssms-518	115	9	cover	cover	VERB
ajssms-518	115	10	in	in	ADP
ajssms-518	115	11	“	"	PUNCT
ajssms-518	115	12	impact	impact	NOUN
ajssms-518	115	13	of	of	ADP
ajssms-518	115	14	call	call	NOUN
ajssms-518	115	15	center	center	NOUN
ajssms-518	115	16	”	"	PUNCT
ajssms-518	115	17	are	be	AUX
ajssms-518	115	18	(	(	PUNCT
ajssms-518	115	19	1	1	X
ajssms-518	115	20	)	)	PUNCT
ajssms-518	115	21	gaining	gain	VERB
ajssms-518	115	22	self	self	NOUN
ajssms-518	115	23	-	-	PUNCT
ajssms-518	115	24	discipline	discipline	NOUN
ajssms-518	115	25	(	(	PUNCT
ajssms-518	115	26	2	2	NUM
ajssms-518	115	27	)	)	PUNCT
ajssms-518	115	28	change	change	NOUN
ajssms-518	115	29	in	in	ADP
ajssms-518	115	30	attitude	attitude	NOUN
ajssms-518	115	31	through	through	ADP
ajssms-518	115	32	stress	stress	NOUN
ajssms-518	115	33	management	management	NOUN
ajssms-518	115	34	(	(	PUNCT
ajssms-518	115	35	3	3	X
ajssms-518	115	36	)	)	PUNCT
ajssms-518	115	37	learning	learn	VERB
ajssms-518	115	38	anger	anger	NOUN
ajssms-518	115	39	management	management	NOUN
ajssms-518	115	40	(	(	PUNCT
ajssms-518	115	41	4	4	X
ajssms-518	115	42	)	)	PUNCT
ajssms-518	115	43	refining	refining	NOUN
ajssms-518	115	44	communication	communication	NOUN
ajssms-518	115	45	skills	skill	NOUN
ajssms-518	115	46	.	.	PUNCT
ajssms-518	116	1	all	all	DET
ajssms-518	116	2	these	these	DET
ajssms-518	116	3	transformation	transformation	NOUN
ajssms-518	116	4	can	can	AUX
ajssms-518	116	5	greatly	greatly	ADV
ajssms-518	116	6	impact	impact	VERB
ajssms-518	116	7	the	the	DET
ajssms-518	116	8	personal	personal	ADJ
ajssms-518	116	9	and	and	CCONJ
ajssms-518	116	10	professional	professional	ADJ
ajssms-518	116	11	development	development	NOUN
ajssms-518	116	12	of	of	ADP
ajssms-518	116	13	call	call	NOUN
ajssms-518	116	14	center	center	NOUN
ajssms-518	116	15	agent	agent	NOUN
ajssms-518	116	16	and	and	CCONJ
ajssms-518	116	17	help	help	NOUN
ajssms-518	116	18	in	in	ADP
ajssms-518	116	19	changing	change	VERB
ajssms-518	116	20	the	the	DET
ajssms-518	116	21	vision	vision	NOUN
ajssms-518	116	22	about	about	ADP
ajssms-518	116	23	call	call	NOUN
ajssms-518	116	24	centers	center	NOUN
ajssms-518	116	25	.	.	PUNCT
ajssms-518	117	1	the	the	DET
ajssms-518	117	2	second	second	ADJ
ajssms-518	117	3	“	"	PUNCT
ajssms-518	117	4	inspiration	inspiration	NOUN
ajssms-518	117	5	”	"	PUNCT
ajssms-518	117	6	can	can	AUX
ajssms-518	117	7	be	be	AUX
ajssms-518	117	8	achieved	achieve	VERB
ajssms-518	117	9	through	through	ADP
ajssms-518	117	10	presenting	present	VERB
ajssms-518	117	11	success	success	NOUN
ajssms-518	117	12	stories	story	NOUN
ajssms-518	117	13	of	of	ADP
ajssms-518	117	14	current	current	ADJ
ajssms-518	117	15	and	and	CCONJ
ajssms-518	117	16	former	former	ADJ
ajssms-518	117	17	call	call	NOUN
ajssms-518	117	18	center	center	NOUN
ajssms-518	117	19	staff	staff	NOUN
ajssms-518	117	20	.	.	PUNCT
ajssms-518	118	1	presenting	present	VERB
ajssms-518	118	2	success	success	NOUN
ajssms-518	118	3	stories	story	NOUN
ajssms-518	118	4	at	at	ADP
ajssms-518	118	5	the	the	DET
ajssms-518	118	6	beginning	beginning	NOUN
ajssms-518	118	7	of	of	ADP
ajssms-518	118	8	a	a	DET
ajssms-518	118	9	training	training	NOUN
ajssms-518	118	10	of	of	ADP
ajssms-518	118	11	new	new	ADJ
ajssms-518	118	12	inductees	inductee	NOUN
ajssms-518	118	13	can	can	AUX
ajssms-518	118	14	greatly	greatly	ADV
ajssms-518	118	15	inspire	inspire	VERB
ajssms-518	118	16	trainees	trainee	NOUN
ajssms-518	118	17	.	.	PUNCT
ajssms-518	119	1	b	b	X
ajssms-518	119	2	)	)	PUNCT
ajssms-518	119	3	exploring	explore	VERB
ajssms-518	119	4	after	after	ADP
ajssms-518	119	5	the	the	DET
ajssms-518	119	6	execution	execution	NOUN
ajssms-518	119	7	of	of	ADP
ajssms-518	119	8	“	"	PUNCT
ajssms-518	119	9	inspiring	inspiring	ADJ
ajssms-518	119	10	”	"	PUNCT
ajssms-518	119	11	principle	principle	NOUN
ajssms-518	119	12	the	the	DET
ajssms-518	119	13	next	next	ADJ
ajssms-518	119	14	phase	phase	NOUN
ajssms-518	119	15	is	be	AUX
ajssms-518	119	16	to	to	PART
ajssms-518	119	17	develop	develop	VERB
ajssms-518	119	18	content	content	NOUN
ajssms-518	119	19	by	by	ADP
ajssms-518	119	20	using	use	VERB
ajssms-518	119	21	guidelines	guideline	NOUN
ajssms-518	119	22	mentioned	mention	VERB
ajssms-518	119	23	in	in	ADP
ajssms-518	119	24	“	"	PUNCT
ajssms-518	119	25	exploring	explore	VERB
ajssms-518	119	26	”	"	PUNCT
ajssms-518	119	27	principle	principle	NOUN
ajssms-518	119	28	.	.	PUNCT
ajssms-518	120	1	the	the	DET
ajssms-518	120	2	theme	theme	NOUN
ajssms-518	120	3	behind	behind	ADP
ajssms-518	120	4	exploring	explore	VERB
ajssms-518	120	5	is	be	AUX
ajssms-518	120	6	to	to	PART
ajssms-518	120	7	enable	enable	VERB
ajssms-518	120	8	self	self	NOUN
ajssms-518	120	9	-	-	PUNCT
ajssms-518	120	10	learning	learning	NOUN
ajssms-518	120	11	.	.	PUNCT
ajssms-518	121	1	according	accord	VERB
ajssms-518	121	2	to	to	ADP
ajssms-518	121	3	this	this	DET
ajssms-518	121	4	principle	principle	ADJ
ajssms-518	121	5	trainees	trainee	NOUN
ajssms-518	121	6	first	first	ADV
ajssms-518	121	7	need	need	VERB
ajssms-518	121	8	to	to	PART
ajssms-518	121	9	explore	explore	VERB
ajssms-518	121	10	learning	learn	VERB
ajssms-518	121	11	areas	area	NOUN
ajssms-518	121	12	by	by	ADP
ajssms-518	121	13	their	their	PRON
ajssms-518	121	14	own	own	ADJ
ajssms-518	121	15	before	before	SCONJ
ajssms-518	121	16	trainer	trainer	NOUN
ajssms-518	121	17	provides	provide	VERB
ajssms-518	121	18	any	any	DET
ajssms-518	121	19	assistance	assistance	NOUN
ajssms-518	121	20	regarding	regard	VERB
ajssms-518	121	21	the	the	DET
ajssms-518	121	22	learning	learn	VERB
ajssms-518	121	23	unit	unit	NOUN
ajssms-518	121	24	.	.	PUNCT
ajssms-518	122	1	all	all	DET
ajssms-518	122	2	these	these	DET
ajssms-518	122	3	exploration	exploration	NOUN
ajssms-518	122	4	need	need	VERB
ajssms-518	122	5	to	to	PART
ajssms-518	122	6	be	be	AUX
ajssms-518	122	7	structured	structure	VERB
ajssms-518	122	8	and	and	CCONJ
ajssms-518	122	9	predesign	predesign	NOUN
ajssms-518	122	10	.	.	PUNCT
ajssms-518	123	1	the	the	DET
ajssms-518	123	2	“	"	PUNCT
ajssms-518	123	3	exploring	explore	VERB
ajssms-518	123	4	”	"	PUNCT
ajssms-518	123	5	principle	principle	NOUN
ajssms-518	123	6	identifies	identify	VERB
ajssms-518	123	7	several	several	ADJ
ajssms-518	123	8	such	such	ADJ
ajssms-518	123	9	exploring	explore	VERB
ajssms-518	123	10	activities	activity	NOUN
ajssms-518	123	11	for	for	ADP
ajssms-518	123	12	communication	communication	NOUN
ajssms-518	123	13	skills	skill	NOUN
ajssms-518	123	14	and	and	CCONJ
ajssms-518	123	15	product	product	NOUN
ajssms-518	123	16	knowledge	knowledge	NOUN
ajssms-518	123	17	.	.	PUNCT
ajssms-518	124	1	“	"	PUNCT
ajssms-518	124	2	explorations	exploration	NOUN
ajssms-518	124	3	”	"	PUNCT
ajssms-518	124	4	suggested	suggest	VERB
ajssms-518	124	5	for	for	ADP
ajssms-518	124	6	call	call	NOUN
ajssms-518	124	7	center	center	NOUN
ajssms-518	124	8	industry	industry	NOUN
ajssms-518	124	9	for	for	ADP
ajssms-518	124	10	the	the	DET
ajssms-518	124	11	improvement	improvement	NOUN
ajssms-518	124	12	in	in	ADP
ajssms-518	124	13	communication	communication	NOUN
ajssms-518	124	14	skills	skill	NOUN
ajssms-518	124	15	are	be	AUX
ajssms-518	124	16	(	(	PUNCT
ajssms-518	124	17	1	1	X
ajssms-518	124	18	)	)	PUNCT
ajssms-518	124	19	exploring	explore	VERB
ajssms-518	124	20	communication	communication	NOUN
ajssms-518	124	21	skills	skill	NOUN
ajssms-518	124	22	by	by	ADP
ajssms-518	124	23	calling	call	VERB
ajssms-518	124	24	helpline	helpline	NOUN
ajssms-518	124	25	(	(	PUNCT
ajssms-518	124	26	2	2	X
ajssms-518	124	27	)	)	PUNCT
ajssms-518	124	28	exploring	explore	VERB
ajssms-518	124	29	communication	communication	NOUN
ajssms-518	124	30	skills	skill	NOUN
ajssms-518	124	31	by	by	ADP
ajssms-518	124	32	visiting	visit	VERB
ajssms-518	124	33	floor	floor	NOUN
ajssms-518	124	34	and	and	CCONJ
ajssms-518	124	35	observing	observe	VERB
ajssms-518	124	36	live	live	ADJ
ajssms-518	124	37	calls	call	NOUN
ajssms-518	124	38	(	(	PUNCT
ajssms-518	124	39	3	3	X
ajssms-518	124	40	)	)	PUNCT
ajssms-518	124	41	exploring	explore	VERB
ajssms-518	124	42	by	by	ADP
ajssms-518	124	43	watching	watch	VERB
ajssms-518	124	44	videos	video	NOUN
ajssms-518	124	45	of	of	ADP
ajssms-518	124	46	best	good	ADJ
ajssms-518	124	47	communicators	communicator	NOUN
ajssms-518	124	48	,	,	PUNCT
ajssms-518	124	49	by	by	ADP
ajssms-518	124	50	using	use	VERB
ajssms-518	124	51	the	the	DET
ajssms-518	124	52	theme	theme	NOUN
ajssms-518	124	53	developed	develop	VERB
ajssms-518	124	54	in	in	ADP
ajssms-518	124	55	“	"	PUNCT
ajssms-518	124	56	exploring	explore	VERB
ajssms-518	124	57	”	"	PUNCT
ajssms-518	124	58	principle	principle	ADJ
ajssms-518	124	59	trainer	trainer	NOUN
ajssms-518	124	60	can	can	AUX
ajssms-518	124	61	also	also	ADV
ajssms-518	124	62	create	create	VERB
ajssms-518	124	63	many	many	ADJ
ajssms-518	124	64	other	other	ADJ
ajssms-518	124	65	explorations	exploration	NOUN
ajssms-518	125	1	.the	.the	PUNCT
ajssms-518	125	2	theme	theme	NOUN
ajssms-518	125	3	of	of	ADP
ajssms-518	125	4	this	this	DET
ajssms-518	125	5	principle	principle	NOUN
ajssms-518	125	6	is	be	AUX
ajssms-518	125	7	that	that	SCONJ
ajssms-518	125	8	trainees	trainee	NOUN
ajssms-518	125	9	need	need	VERB
ajssms-518	125	10	to	to	PART
ajssms-518	125	11	first	first	ADJ
ajssms-518	125	12	self	self	NOUN
ajssms-518	125	13	-	-	PUNCT
ajssms-518	125	14	explore	explore	NOUN
ajssms-518	125	15	about	about	ADP
ajssms-518	125	16	communication	communication	NOUN
ajssms-518	125	17	skills	skill	NOUN
ajssms-518	125	18	and	and	CCONJ
ajssms-518	125	19	products	product	NOUN
ajssms-518	125	20	.	.	PUNCT
ajssms-518	126	1	after	after	SCONJ
ajssms-518	126	2	these	these	DET
ajssms-518	126	3	explorations	exploration	NOUN
ajssms-518	126	4	trainer	trainer	NOUN
ajssms-518	126	5	may	may	AUX
ajssms-518	126	6	proceed	proceed	VERB
ajssms-518	126	7	for	for	ADP
ajssms-518	126	8	formal	formal	ADJ
ajssms-518	126	9	deliverance	deliverance	NOUN
ajssms-518	126	10	of	of	ADP
ajssms-518	126	11	knowledge	knowledge	NOUN
ajssms-518	126	12	according	accord	VERB
ajssms-518	126	13	to	to	ADP
ajssms-518	126	14	curriculum	curriculum	NOUN
ajssms-518	126	15	design	design	NOUN
ajssms-518	126	16	and	and	CCONJ
ajssms-518	126	17	sequence	sequence	NOUN
ajssms-518	126	18	.	.	PUNCT
ajssms-518	127	1	for	for	ADP
ajssms-518	127	2	product	product	NOUN
ajssms-518	127	3	knowledge	knowledge	NOUN
ajssms-518	127	4	explorations	exploration	NOUN
ajssms-518	127	5	are	be	AUX
ajssms-518	127	6	(	(	PUNCT
ajssms-518	127	7	1	1	X
ajssms-518	127	8	)	)	PUNCT
ajssms-518	127	9	calling	call	VERB
ajssms-518	127	10	helpline	helpline	NOUN
ajssms-518	127	11	(	(	PUNCT
ajssms-518	127	12	2	2	X
ajssms-518	127	13	)	)	PUNCT
ajssms-518	127	14	exploring	explore	VERB
ajssms-518	127	15	by	by	ADP
ajssms-518	127	16	accessing	access	VERB
ajssms-518	127	17	official	official	ADJ
ajssms-518	127	18	information	information	NOUN
ajssms-518	127	19	portal	portal	NOUN
ajssms-518	127	20	(	(	PUNCT
ajssms-518	127	21	3	3	X
ajssms-518	127	22	)	)	PUNCT
ajssms-518	127	23	exploring	explore	VERB
ajssms-518	127	24	by	by	ADP
ajssms-518	127	25	watching	watch	VERB
ajssms-518	127	26	product	product	NOUN
ajssms-518	127	27	commercials	commercial	NOUN
ajssms-518	127	28	.	.	PUNCT
ajssms-518	128	1	trainer	trainer	NOUN
ajssms-518	128	2	can	can	AUX
ajssms-518	128	3	also	also	ADV
ajssms-518	128	4	developed	develop	VERB
ajssms-518	128	5	other	other	ADJ
ajssms-518	128	6	exciting	exciting	ADJ
ajssms-518	128	7	explorations	exploration	NOUN
ajssms-518	128	8	to	to	PART
ajssms-518	128	9	enable	enable	VERB
ajssms-518	128	10	trainees	trainee	NOUN
ajssms-518	128	11	to	to	PART
ajssms-518	128	12	explore	explore	VERB
ajssms-518	128	13	products	product	NOUN
ajssms-518	128	14	.	.	PUNCT
ajssms-518	129	1	figure-5	figure-5	PROPN
ajssms-518	129	2	.	.	PUNCT
ajssms-518	130	1	“	"	PUNCT
ajssms-518	130	2	exploring	explore	VERB
ajssms-518	130	3	”	"	PUNCT
ajssms-518	130	4	c	c	NOUN
ajssms-518	130	5	)	)	PUNCT
ajssms-518	130	6	activating	activate	VERB
ajssms-518	130	7	the	the	DET
ajssms-518	130	8	“	"	PUNCT
ajssms-518	130	9	activating	activating	NOUN
ajssms-518	130	10	”	"	PUNCT
ajssms-518	130	11	principle	principle	NOUN
ajssms-518	130	12	comprehensively	comprehensively	ADV
ajssms-518	130	13	focuses	focus	VERB
ajssms-518	130	14	on	on	ADP
ajssms-518	130	15	designing	design	VERB
ajssms-518	130	16	of	of	ADP
ajssms-518	130	17	engaging	engage	VERB
ajssms-518	130	18	and	and	CCONJ
ajssms-518	130	19	interesting	interesting	ADJ
ajssms-518	130	20	activations	activation	NOUN
ajssms-518	130	21	which	which	PRON
ajssms-518	130	22	can	can	AUX
ajssms-518	130	23	be	be	AUX
ajssms-518	130	24	executed	execute	VERB
ajssms-518	130	25	before	before	ADV
ajssms-518	130	26	,	,	PUNCT
ajssms-518	130	27	during	during	ADP
ajssms-518	130	28	and	and	CCONJ
ajssms-518	130	29	after	after	ADP
ajssms-518	130	30	formal	formal	ADJ
ajssms-518	130	31	lectures	lecture	NOUN
ajssms-518	130	32	.	.	PUNCT
ajssms-518	131	1	according	accord	VERB
ajssms-518	131	2	to	to	ADP
ajssms-518	131	3	this	this	DET
ajssms-518	131	4	principle	principle	NOUN
ajssms-518	131	5	,	,	PUNCT
ajssms-518	131	6	activations	activation	NOUN
ajssms-518	131	7	are	be	AUX
ajssms-518	131	8	designed	design	VERB
ajssms-518	131	9	to	to	PART
ajssms-518	131	10	increase	increase	VERB
ajssms-518	131	11	learner	learner	NOUN
ajssms-518	131	12	engagement	engagement	NOUN
ajssms-518	131	13	and	and	CCONJ
ajssms-518	131	14	effectiveness	effectiveness	NOUN
ajssms-518	131	15	of	of	ADP
ajssms-518	131	16	the	the	DET
ajssms-518	131	17	learning	learning	NOUN
ajssms-518	131	18	.	.	PUNCT
ajssms-518	132	1	through	through	ADP
ajssms-518	132	2	activations	activation	NOUN
ajssms-518	132	3	trainee	trainee	NOUN
ajssms-518	132	4	would	would	AUX
ajssms-518	132	5	get	get	VERB
ajssms-518	132	6	more	more	ADV
ajssms-518	132	7	involved	involved	ADJ
ajssms-518	132	8	in	in	ADP
ajssms-518	132	9	the	the	DET
ajssms-518	132	10	training	training	NOUN
ajssms-518	132	11	.	.	PUNCT
ajssms-518	133	1	activations	activation	NOUN
ajssms-518	133	2	for	for	ADP
ajssms-518	133	3	communication	communication	NOUN
ajssms-518	133	4	skills	skill	NOUN
ajssms-518	133	5	revolves	revolve	VERB
ajssms-518	133	6	around	around	ADP
ajssms-518	133	7	three	three	NUM
ajssms-518	133	8	philosophies	philosophy	NOUN
ajssms-518	133	9	i	i	PRON
ajssms-518	133	10	-	-	PUNCT
ajssms-518	133	11	e	e	NOUN
ajssms-518	133	12	in	in	ADP
ajssms-518	133	13	order	order	NOUN
ajssms-518	133	14	for	for	SCONJ
ajssms-518	133	15	agent	agent	NOUN
ajssms-518	133	16	to	to	PART
ajssms-518	133	17	have	have	VERB
ajssms-518	133	18	a	a	DET
ajssms-518	133	19	better	well	ADJ
ajssms-518	133	20	communication	communication	NOUN
ajssms-518	133	21	skills	skill	NOUN
ajssms-518	133	22	agent	agent	NOUN
ajssms-518	133	23	should	should	AUX
ajssms-518	133	24	be	be	AUX
ajssms-518	133	25	(	(	PUNCT
ajssms-518	133	26	1	1	X
ajssms-518	133	27	)	)	PUNCT
ajssms-518	133	28	motivated	motivated	ADJ
ajssms-518	133	29	to	to	PART
ajssms-518	133	30	learn	learn	VERB
ajssms-518	133	31	communication	communication	NOUN
ajssms-518	133	32	skills	skill	NOUN
ajssms-518	133	33	(	(	PUNCT
ajssms-518	133	34	2	2	X
ajssms-518	133	35	)	)	PUNCT
ajssms-518	133	36	have	have	VERB
ajssms-518	133	37	to	to	PART
ajssms-518	133	38	set	set	VERB
ajssms-518	133	39	communication	communication	NOUN
ajssms-518	133	40	goals	goal	NOUN
ajssms-518	133	41	and	and	CCONJ
ajssms-518	133	42	(	(	PUNCT
ajssms-518	133	43	3	3	X
ajssms-518	133	44	)	)	PUNCT
ajssms-518	133	45	shall	shall	AUX
ajssms-518	133	46	developed	develop	VERB
ajssms-518	133	47	cognitive	cognitive	ADJ
ajssms-518	133	48	skills	skill	NOUN
ajssms-518	133	49	.	.	PUNCT
ajssms-518	134	1	asian	asian	ADJ
ajssms-518	134	2	journal	journal	NOUN
ajssms-518	134	3	of	of	ADP
ajssms-518	134	4	social	social	ADJ
ajssms-518	134	5	sciences	sciences	PROPN
ajssms-518	134	6	and	and	CCONJ
ajssms-518	134	7	management	management	NOUN
ajssms-518	134	8	studies	study	NOUN
ajssms-518	134	9	,	,	PUNCT
ajssms-518	134	10	2017	2017	NUM
ajssms-518	134	11	,	,	PUNCT
ajssms-518	134	12	4(2	4(2	NUM
ajssms-518	134	13	):	):	PUNCT
ajssms-518	134	14	107	107	NUM
ajssms-518	134	15	-	-	SYM
ajssms-518	134	16	115	115	NUM
ajssms-518	134	17	114	114	NUM
ajssms-518	134	18	figure-6	figure-6	PROPN
ajssms-518	134	19	.	.	PUNCT
ajssms-518	135	1	“	"	PUNCT
ajssms-518	135	2	activating	activate	VERB
ajssms-518	135	3	”	"	PUNCT
ajssms-518	135	4	the	the	DET
ajssms-518	135	5	activations	activation	NOUN
ajssms-518	135	6	for	for	ADP
ajssms-518	135	7	communications	communication	NOUN
ajssms-518	135	8	skills	skill	NOUN
ajssms-518	135	9	are	be	AUX
ajssms-518	135	10	designed	design	VERB
ajssms-518	135	11	considering	consider	VERB
ajssms-518	135	12	these	these	DET
ajssms-518	135	13	principles	principle	NOUN
ajssms-518	135	14	,	,	PUNCT
ajssms-518	135	15	for	for	ADP
ajssms-518	135	16	building	build	VERB
ajssms-518	135	17	motivation	motivation	NOUN
ajssms-518	135	18	for	for	ADP
ajssms-518	135	19	communications	communication	NOUN
ajssms-518	135	20	skills	skill	NOUN
ajssms-518	135	21	some	some	DET
ajssms-518	135	22	activations	activation	NOUN
ajssms-518	135	23	are	be	AUX
ajssms-518	135	24	(	(	PUNCT
ajssms-518	135	25	1	1	X
ajssms-518	135	26	)	)	PUNCT
ajssms-518	135	27	inspirational	inspirational	ADJ
ajssms-518	135	28	speeches	speech	NOUN
ajssms-518	135	29	(	(	PUNCT
ajssms-518	135	30	2	2	X
ajssms-518	135	31	)	)	PUNCT
ajssms-518	135	32	testimonies	testimony	NOUN
ajssms-518	135	33	of	of	ADP
ajssms-518	135	34	great	great	ADJ
ajssms-518	135	35	leaders	leader	NOUN
ajssms-518	135	36	about	about	ADP
ajssms-518	135	37	importance	importance	NOUN
ajssms-518	135	38	of	of	ADP
ajssms-518	135	39	communication	communication	NOUN
ajssms-518	135	40	skills	skill	NOUN
ajssms-518	135	41	and	and	CCONJ
ajssms-518	135	42	(	(	PUNCT
ajssms-518	135	43	3	3	X
ajssms-518	135	44	)	)	PUNCT
ajssms-518	135	45	impact	impact	NOUN
ajssms-518	135	46	of	of	ADP
ajssms-518	135	47	communication	communication	NOUN
ajssms-518	135	48	skill	skill	NOUN
ajssms-518	135	49	on	on	ADP
ajssms-518	135	50	personal	personal	ADJ
ajssms-518	135	51	life	life	NOUN
ajssms-518	135	52	.	.	PUNCT
ajssms-518	136	1	for	for	ADP
ajssms-518	136	2	setting	set	VERB
ajssms-518	136	3	communication	communication	NOUN
ajssms-518	136	4	goals	goal	NOUN
ajssms-518	136	5	key	key	ADJ
ajssms-518	136	6	attitudes	attitude	NOUN
ajssms-518	136	7	need	need	VERB
ajssms-518	136	8	to	to	PART
ajssms-518	136	9	be	be	AUX
ajssms-518	136	10	acquired	acquire	VERB
ajssms-518	136	11	for	for	ADP
ajssms-518	136	12	impressive	impressive	ADJ
ajssms-518	136	13	communication	communication	NOUN
ajssms-518	136	14	.	.	PUNCT
ajssms-518	137	1	these	these	DET
ajssms-518	137	2	attitudes	attitude	NOUN
ajssms-518	137	3	or	or	CCONJ
ajssms-518	137	4	communication	communication	NOUN
ajssms-518	137	5	goals	goal	NOUN
ajssms-518	137	6	are	be	AUX
ajssms-518	137	7	(	(	PUNCT
ajssms-518	137	8	1	1	X
ajssms-518	137	9	)	)	PUNCT
ajssms-518	137	10	helpfulness	helpfulness	NOUN
ajssms-518	137	11	(	(	PUNCT
ajssms-518	137	12	2	2	NUM
ajssms-518	137	13	)	)	PUNCT
ajssms-518	137	14	patience	patience	NOUN
ajssms-518	137	15	(	(	PUNCT
ajssms-518	137	16	3	3	X
ajssms-518	137	17	)	)	PUNCT
ajssms-518	137	18	avoiding	avoid	VERB
ajssms-518	137	19	conflict	conflict	NOUN
ajssms-518	137	20	and	and	CCONJ
ajssms-518	137	21	(	(	PUNCT
ajssms-518	137	22	4	4	X
ajssms-518	137	23	)	)	PUNCT
ajssms-518	137	24	confidence	confidence	NOUN
ajssms-518	137	25	.	.	PUNCT
ajssms-518	138	1	these	these	DET
ajssms-518	138	2	setting	setting	NOUN
ajssms-518	138	3	of	of	ADP
ajssms-518	138	4	communication	communication	NOUN
ajssms-518	138	5	goals	goal	NOUN
ajssms-518	138	6	is	be	AUX
ajssms-518	138	7	necessary	necessary	ADJ
ajssms-518	138	8	as	as	SCONJ
ajssms-518	138	9	no	no	ADV
ajssms-518	138	10	matter	matter	ADV
ajssms-518	138	11	how	how	SCONJ
ajssms-518	138	12	aware	aware	ADJ
ajssms-518	138	13	you	you	PRON
ajssms-518	138	14	are	be	AUX
ajssms-518	138	15	with	with	ADP
ajssms-518	138	16	the	the	DET
ajssms-518	138	17	communication	communication	NOUN
ajssms-518	138	18	skills	skill	NOUN
ajssms-518	138	19	techniques	technique	NOUN
ajssms-518	138	20	and	and	CCONJ
ajssms-518	138	21	tips	tip	NOUN
ajssms-518	138	22	but	but	CCONJ
ajssms-518	138	23	if	if	SCONJ
ajssms-518	138	24	do	do	AUX
ajssms-518	138	25	not	not	PART
ajssms-518	138	26	have	have	VERB
ajssms-518	138	27	the	the	DET
ajssms-518	138	28	right	right	ADJ
ajssms-518	138	29	feelings	feeling	NOUN
ajssms-518	138	30	or	or	CCONJ
ajssms-518	138	31	attitude	attitude	NOUN
ajssms-518	138	32	communication	communication	NOUN
ajssms-518	138	33	can	can	AUX
ajssms-518	138	34	not	not	PART
ajssms-518	138	35	be	be	AUX
ajssms-518	138	36	effective	effective	ADJ
ajssms-518	138	37	.	.	PUNCT
ajssms-518	139	1	the	the	DET
ajssms-518	139	2	activation	activation	NOUN
ajssms-518	139	3	to	to	PART
ajssms-518	139	4	build	build	VERB
ajssms-518	139	5	these	these	DET
ajssms-518	139	6	feelings	feeling	NOUN
ajssms-518	139	7	involves	involve	VERB
ajssms-518	139	8	the	the	DET
ajssms-518	139	9	use	use	NOUN
ajssms-518	139	10	of	of	ADP
ajssms-518	139	11	nlp	nlp	NOUN
ajssms-518	139	12	(	(	PUNCT
ajssms-518	139	13	neuro	neuro	PROPN
ajssms-518	139	14	linguistic	linguistic	ADJ
ajssms-518	139	15	programming	programming	NOUN
ajssms-518	139	16	)	)	PUNCT
ajssms-518	139	17	anchoring	anchoring	NOUN
ajssms-518	139	18	.	.	PUNCT
ajssms-518	140	1	in	in	ADP
ajssms-518	140	2	these	these	DET
ajssms-518	140	3	activations	activation	NOUN
ajssms-518	140	4	the	the	DET
ajssms-518	140	5	state	state	NOUN
ajssms-518	140	6	of	of	ADP
ajssms-518	140	7	mind	mind	NOUN
ajssms-518	140	8	will	will	AUX
ajssms-518	140	9	be	be	AUX
ajssms-518	140	10	linked	link	VERB
ajssms-518	140	11	to	to	ADP
ajssms-518	140	12	specific	specific	ADJ
ajssms-518	140	13	event	event	NOUN
ajssms-518	140	14	or	or	CCONJ
ajssms-518	140	15	trigger	trigger	NOUN
ajssms-518	140	16	.	.	PUNCT
ajssms-518	141	1	in	in	ADP
ajssms-518	141	2	these	these	DET
ajssms-518	141	3	activations	activation	NOUN
ajssms-518	141	4	we	we	PRON
ajssms-518	141	5	will	will	AUX
ajssms-518	141	6	link	link	VERB
ajssms-518	141	7	communication	communication	NOUN
ajssms-518	141	8	goals	goal	NOUN
ajssms-518	141	9	with	with	ADP
ajssms-518	141	10	the	the	DET
ajssms-518	141	11	event	event	NOUN
ajssms-518	141	12	of	of	ADP
ajssms-518	141	13	communication	communication	NOUN
ajssms-518	141	14	so	so	SCONJ
ajssms-518	141	15	that	that	SCONJ
ajssms-518	141	16	anchor	anchor	NOUN
ajssms-518	141	17	can	can	AUX
ajssms-518	141	18	fire	fire	VERB
ajssms-518	141	19	to	to	PART
ajssms-518	141	20	create	create	VERB
ajssms-518	141	21	a	a	DET
ajssms-518	141	22	more	more	ADV
ajssms-518	141	23	positive	positive	ADJ
ajssms-518	141	24	communication	communication	NOUN
ajssms-518	141	25	.	.	PUNCT
ajssms-518	142	1	nlp	nlp	ADJ
ajssms-518	142	2	anchoring	anchoring	NOUN
ajssms-518	142	3	is	be	AUX
ajssms-518	142	4	constructed	construct	VERB
ajssms-518	142	5	on	on	ADP
ajssms-518	142	6	the	the	DET
ajssms-518	142	7	idea	idea	NOUN
ajssms-518	142	8	of	of	ADP
ajssms-518	142	9	being	be	AUX
ajssms-518	142	10	able	able	ADJ
ajssms-518	142	11	to	to	PART
ajssms-518	142	12	get	get	VERB
ajssms-518	142	13	into	into	ADP
ajssms-518	142	14	the	the	DET
ajssms-518	142	15	supreme	supreme	ADJ
ajssms-518	142	16	powerful	powerful	ADJ
ajssms-518	142	17	state	state	NOUN
ajssms-518	142	18	for	for	ADP
ajssms-518	142	19	a	a	DET
ajssms-518	142	20	specific	specific	ADJ
ajssms-518	142	21	task	task	NOUN
ajssms-518	142	22	or	or	CCONJ
ajssms-518	142	23	event	event	NOUN
ajssms-518	142	24	,	,	PUNCT
ajssms-518	142	25	and	and	CCONJ
ajssms-518	142	26	then	then	ADV
ajssms-518	142	27	being	be	AUX
ajssms-518	142	28	able	able	ADJ
ajssms-518	142	29	to	to	PART
ajssms-518	142	30	enter	enter	VERB
ajssms-518	142	31	into	into	ADP
ajssms-518	142	32	that	that	DET
ajssms-518	142	33	state	state	NOUN
ajssms-518	142	34	exactly	exactly	ADV
ajssms-518	142	35	when	when	SCONJ
ajssms-518	142	36	you	you	PRON
ajssms-518	142	37	need	need	VERB
ajssms-518	142	38	it	it	PRON
ajssms-518	142	39	.	.	PUNCT
ajssms-518	143	1	after	after	ADP
ajssms-518	143	2	building	build	VERB
ajssms-518	143	3	motivation	motivation	NOUN
ajssms-518	143	4	for	for	ADP
ajssms-518	143	5	communication	communication	NOUN
ajssms-518	143	6	skills	skill	NOUN
ajssms-518	143	7	and	and	CCONJ
ajssms-518	143	8	the	the	DET
ajssms-518	143	9	attitude	attitude	NOUN
ajssms-518	143	10	necessary	necessary	ADJ
ajssms-518	143	11	for	for	ADP
ajssms-518	143	12	effective	effective	ADJ
ajssms-518	143	13	communication	communication	NOUN
ajssms-518	143	14	skills	skill	NOUN
ajssms-518	143	15	it	it	PRON
ajssms-518	143	16	is	be	AUX
ajssms-518	143	17	mandatory	mandatory	ADJ
ajssms-518	143	18	to	to	AUX
ajssms-518	143	19	developed	develop	VERB
ajssms-518	143	20	cognitive	cognitive	ADJ
ajssms-518	143	21	skills	skill	NOUN
ajssms-518	143	22	.	.	PUNCT
ajssms-518	144	1	activations	activation	NOUN
ajssms-518	144	2	for	for	ADP
ajssms-518	144	3	developing	develop	VERB
ajssms-518	144	4	cognitive	cognitive	ADJ
ajssms-518	144	5	skills	skill	NOUN
ajssms-518	144	6	are	be	AUX
ajssms-518	144	7	(	(	PUNCT
ajssms-518	144	8	1	1	X
ajssms-518	144	9	)	)	PUNCT
ajssms-518	144	10	role	role	NOUN
ajssms-518	144	11	playing	playing	NOUN
ajssms-518	144	12	activities	activity	NOUN
ajssms-518	144	13	(	(	PUNCT
ajssms-518	144	14	2	2	NUM
ajssms-518	144	15	)	)	PUNCT
ajssms-518	144	16	role	role	NOUN
ajssms-518	144	17	imitations	imitation	NOUN
ajssms-518	144	18	and	and	CCONJ
ajssms-518	144	19	(	(	PUNCT
ajssms-518	144	20	3	3	X
ajssms-518	144	21	)	)	PUNCT
ajssms-518	144	22	rephrasing	rephrase	VERB
ajssms-518	144	23	activity	activity	NOUN
ajssms-518	144	24	.	.	PUNCT
ajssms-518	145	1	for	for	ADP
ajssms-518	145	2	the	the	DET
ajssms-518	145	3	improvement	improvement	NOUN
ajssms-518	145	4	in	in	ADP
ajssms-518	145	5	product	product	NOUN
ajssms-518	145	6	knowledge	knowledge	NOUN
ajssms-518	145	7	activations	activation	NOUN
ajssms-518	145	8	are	be	AUX
ajssms-518	145	9	(	(	PUNCT
ajssms-518	145	10	1	1	X
ajssms-518	145	11	)	)	PUNCT
ajssms-518	145	12	role	role	NOUN
ajssms-518	145	13	playing	playing	NOUN
ajssms-518	145	14	activity	activity	NOUN
ajssms-518	145	15	,	,	PUNCT
ajssms-518	145	16	this	this	DET
ajssms-518	145	17	activity	activity	NOUN
ajssms-518	145	18	to	to	PART
ajssms-518	145	19	be	be	AUX
ajssms-518	145	20	carried	carry	VERB
ajssms-518	145	21	out	out	ADP
ajssms-518	145	22	b	b	PROPN
ajssms-518	145	23	/	/	SYM
ajssms-518	145	24	w	w	PROPN
ajssms-518	145	25	two	two	NUM
ajssms-518	145	26	agents	agent	NOUN
ajssms-518	145	27	where	where	SCONJ
ajssms-518	145	28	one	one	NUM
ajssms-518	145	29	agent	agent	NOUN
ajssms-518	145	30	would	would	AUX
ajssms-518	145	31	play	play	VERB
ajssms-518	145	32	a	a	DET
ajssms-518	145	33	role	role	NOUN
ajssms-518	145	34	of	of	ADP
ajssms-518	145	35	a	a	DET
ajssms-518	145	36	customer	customer	NOUN
ajssms-518	145	37	and	and	CCONJ
ajssms-518	145	38	other	other	ADJ
ajssms-518	145	39	to	to	PART
ajssms-518	145	40	act	act	VERB
ajssms-518	145	41	as	as	ADP
ajssms-518	145	42	an	an	DET
ajssms-518	145	43	agent	agent	NOUN
ajssms-518	145	44	.	.	PUNCT
ajssms-518	146	1	for	for	ADP
ajssms-518	146	2	this	this	DET
ajssms-518	146	3	activity	activity	NOUN
ajssms-518	146	4	trainer	trainer	NOUN
ajssms-518	146	5	have	have	VERB
ajssms-518	146	6	to	to	PART
ajssms-518	146	7	predesign	predesign	VERB
ajssms-518	146	8	the	the	DET
ajssms-518	146	9	scenarios	scenario	NOUN
ajssms-518	146	10	of	of	ADP
ajssms-518	146	11	learning	learn	VERB
ajssms-518	146	12	units	unit	NOUN
ajssms-518	146	13	where	where	SCONJ
ajssms-518	146	14	role	role	NOUN
ajssms-518	146	15	playing	play	VERB
ajssms-518	146	16	activity	activity	NOUN
ajssms-518	146	17	need	need	VERB
ajssms-518	146	18	to	to	PART
ajssms-518	146	19	be	be	AUX
ajssms-518	146	20	applied	apply	VERB
ajssms-518	146	21	(	(	PUNCT
ajssms-518	146	22	2	2	NUM
ajssms-518	146	23	)	)	PUNCT
ajssms-518	146	24	story	story	NOUN
ajssms-518	146	25	telling	tell	VERB
ajssms-518	146	26	activity	activity	NOUN
ajssms-518	146	27	,	,	PUNCT
ajssms-518	146	28	to	to	PART
ajssms-518	146	29	be	be	AUX
ajssms-518	146	30	carried	carry	VERB
ajssms-518	146	31	for	for	ADP
ajssms-518	146	32	learning	learn	VERB
ajssms-518	146	33	units	unit	NOUN
ajssms-518	146	34	where	where	SCONJ
ajssms-518	146	35	agent	agent	NOUN
ajssms-518	146	36	need	need	VERB
ajssms-518	146	37	to	to	PART
ajssms-518	146	38	remember	remember	VERB
ajssms-518	146	39	a	a	DET
ajssms-518	146	40	lot	lot	NOUN
ajssms-518	146	41	of	of	ADP
ajssms-518	146	42	information	information	NOUN
ajssms-518	146	43	like	like	ADP
ajssms-518	146	44	product	product	NOUN
ajssms-518	146	45	features	feature	NOUN
ajssms-518	146	46	,	,	PUNCT
ajssms-518	146	47	product	product	NOUN
ajssms-518	146	48	purpose	purpose	NOUN
ajssms-518	146	49	,	,	PUNCT
ajssms-518	146	50	product	product	NOUN
ajssms-518	146	51	pricing	pricing	NOUN
ajssms-518	146	52	,	,	PUNCT
ajssms-518	146	53	product	product	NOUN
ajssms-518	146	54	benefits	benefit	NOUN
ajssms-518	146	55	,	,	PUNCT
ajssms-518	146	56	policies	policy	NOUN
ajssms-518	146	57	etc.(3	etc.(3	NOUN
ajssms-518	146	58	)	)	PUNCT
ajssms-518	146	59	audio	audio	ADJ
ajssms-518	146	60	presentation	presentation	NOUN
ajssms-518	146	61	of	of	ADP
ajssms-518	146	62	calls	call	NOUN
ajssms-518	146	63	(	(	PUNCT
ajssms-518	146	64	4	4	NUM
ajssms-518	146	65	)	)	PUNCT
ajssms-518	146	66	group	group	NOUN
ajssms-518	146	67	base	base	NOUN
ajssms-518	146	68	verbal	verbal	ADJ
ajssms-518	146	69	presentations	presentation	NOUN
ajssms-518	146	70	(	(	PUNCT
ajssms-518	146	71	5	5	X
ajssms-518	146	72	)	)	PUNCT
ajssms-518	146	73	problem	problem	NOUN
ajssms-518	146	74	solving	solving	NOUN
ajssms-518	146	75	activities	activity	NOUN
ajssms-518	146	76	,	,	PUNCT
ajssms-518	146	77	trainer	trainer	NOUN
ajssms-518	146	78	have	have	VERB
ajssms-518	146	79	to	to	PART
ajssms-518	146	80	predesigned	predesigned	VERB
ajssms-518	146	81	cases	case	NOUN
ajssms-518	146	82	for	for	ADP
ajssms-518	146	83	problem	problem	NOUN
ajssms-518	146	84	solving	solving	NOUN
ajssms-518	146	85	activities	activity	NOUN
ajssms-518	146	86	.	.	PUNCT
ajssms-518	147	1	d	d	X
ajssms-518	147	2	)	)	PUNCT
ajssms-518	147	3	organizing	organize	VERB
ajssms-518	147	4	the	the	DET
ajssms-518	147	5	last	last	ADJ
ajssms-518	147	6	principle	principle	NOUN
ajssms-518	147	7	“	"	PUNCT
ajssms-518	147	8	organizing	organize	VERB
ajssms-518	147	9	”	"	PUNCT
ajssms-518	147	10	refers	refer	VERB
ajssms-518	147	11	to	to	ADP
ajssms-518	147	12	the	the	DET
ajssms-518	147	13	organized	organize	VERB
ajssms-518	147	14	incorporation	incorporation	NOUN
ajssms-518	147	15	of	of	ADP
ajssms-518	147	16	these	these	DET
ajssms-518	147	17	principals	principal	NOUN
ajssms-518	147	18	into	into	ADP
ajssms-518	147	19	the	the	DET
ajssms-518	147	20	training	training	NOUN
ajssms-518	147	21	program	program	NOUN
ajssms-518	147	22	and	and	CCONJ
ajssms-518	147	23	in	in	ADP
ajssms-518	147	24	training	training	NOUN
ajssms-518	147	25	curriculum	curriculum	NOUN
ajssms-518	147	26	for	for	ADP
ajssms-518	147	27	better	well	ADJ
ajssms-518	147	28	implementation	implementation	NOUN
ajssms-518	147	29	of	of	ADP
ajssms-518	147	30	these	these	DET
ajssms-518	147	31	principles	principle	NOUN
ajssms-518	147	32	in	in	ADP
ajssms-518	147	33	training	training	NOUN
ajssms-518	147	34	program	program	NOUN
ajssms-518	147	35	.	.	PUNCT
ajssms-518	148	1	the	the	DET
ajssms-518	148	2	organization	organization	NOUN
ajssms-518	148	3	principle	principle	NOUN
ajssms-518	148	4	recommends	recommend	VERB
ajssms-518	148	5	that	that	SCONJ
ajssms-518	148	6	complete	complete	ADJ
ajssms-518	148	7	training	training	NOUN
ajssms-518	148	8	content	content	NOUN
ajssms-518	148	9	shall	shall	AUX
ajssms-518	148	10	be	be	AUX
ajssms-518	148	11	developed	develop	VERB
ajssms-518	148	12	in	in	ADP
ajssms-518	148	13	which	which	PRON
ajssms-518	148	14	the	the	DET
ajssms-518	148	15	principles	principle	NOUN
ajssms-518	148	16	of	of	ADP
ajssms-518	148	17	inspiration	inspiration	NOUN
ajssms-518	148	18	,	,	PUNCT
ajssms-518	148	19	exploration	exploration	NOUN
ajssms-518	148	20	and	and	CCONJ
ajssms-518	148	21	activation	activation	NOUN
ajssms-518	148	22	must	must	AUX
ajssms-518	148	23	be	be	AUX
ajssms-518	148	24	incorporated	incorporate	VERB
ajssms-518	148	25	.	.	PUNCT
ajssms-518	149	1	5	5	X
ajssms-518	149	2	.	.	X
ajssms-518	149	3	conclusion	conclusion	NOUN
ajssms-518	149	4	call	call	NOUN
ajssms-518	149	5	centers	center	NOUN
ajssms-518	149	6	are	be	AUX
ajssms-518	149	7	the	the	DET
ajssms-518	149	8	prime	prime	ADJ
ajssms-518	149	9	customer	customer	NOUN
ajssms-518	149	10	serving	serve	VERB
ajssms-518	149	11	channel	channel	NOUN
ajssms-518	149	12	in	in	ADP
ajssms-518	149	13	today	today	NOUN
ajssms-518	149	14	’s	’s	PART
ajssms-518	149	15	business	business	NOUN
ajssms-518	149	16	environment	environment	NOUN
ajssms-518	149	17	.	.	PUNCT
ajssms-518	150	1	the	the	DET
ajssms-518	150	2	speedy	speedy	ADJ
ajssms-518	150	3	growth	growth	NOUN
ajssms-518	150	4	of	of	ADP
ajssms-518	150	5	call	call	NOUN
ajssms-518	150	6	centers	center	NOUN
ajssms-518	150	7	and	and	CCONJ
ajssms-518	150	8	customer	customer	NOUN
ajssms-518	150	9	reliance	reliance	NOUN
ajssms-518	150	10	on	on	ADP
ajssms-518	150	11	call	call	NOUN
ajssms-518	150	12	centers	center	NOUN
ajssms-518	150	13	puts	put	VERB
ajssms-518	150	14	very	very	ADV
ajssms-518	150	15	high	high	ADJ
ajssms-518	150	16	focus	focus	NOUN
ajssms-518	150	17	and	and	CCONJ
ajssms-518	150	18	standards	standard	NOUN
ajssms-518	150	19	for	for	ADP
ajssms-518	150	20	the	the	DET
ajssms-518	150	21	call	call	NOUN
ajssms-518	150	22	center	center	NOUN
ajssms-518	150	23	management	management	NOUN
ajssms-518	150	24	in	in	ADP
ajssms-518	150	25	terms	term	NOUN
ajssms-518	150	26	of	of	ADP
ajssms-518	150	27	customer	customer	NOUN
ajssms-518	150	28	satisfaction	satisfaction	NOUN
ajssms-518	150	29	.	.	PUNCT
ajssms-518	151	1	beside	beside	ADP
ajssms-518	151	2	operational	operational	ADJ
ajssms-518	151	3	aspects	aspect	NOUN
ajssms-518	151	4	of	of	ADP
ajssms-518	151	5	call	call	NOUN
ajssms-518	151	6	center	center	NOUN
ajssms-518	151	7	management	management	NOUN
ajssms-518	151	8	training	training	NOUN
ajssms-518	151	9	plays	play	VERB
ajssms-518	151	10	a	a	DET
ajssms-518	151	11	significant	significant	ADJ
ajssms-518	151	12	role	role	NOUN
ajssms-518	151	13	in	in	ADP
ajssms-518	151	14	achieving	achieve	VERB
ajssms-518	151	15	customer	customer	NOUN
ajssms-518	151	16	satisfaction	satisfaction	NOUN
ajssms-518	151	17	through	through	ADP
ajssms-518	151	18	call	call	NOUN
ajssms-518	151	19	centers	center	NOUN
ajssms-518	151	20	.	.	PUNCT
ajssms-518	152	1	this	this	DET
ajssms-518	152	2	paper	paper	NOUN
ajssms-518	152	3	,	,	PUNCT
ajssms-518	152	4	deals	deal	NOUN
ajssms-518	152	5	with	with	ADP
ajssms-518	152	6	the	the	DET
ajssms-518	152	7	training	training	NOUN
ajssms-518	152	8	in	in	ADP
ajssms-518	152	9	a	a	DET
ajssms-518	152	10	call	call	NOUN
ajssms-518	152	11	center	center	NOUN
ajssms-518	152	12	and	and	CCONJ
ajssms-518	152	13	suggest	suggest	VERB
ajssms-518	152	14	a	a	DET
ajssms-518	152	15	framework	framework	NOUN
ajssms-518	152	16	for	for	ADP
ajssms-518	152	17	training	training	NOUN
ajssms-518	152	18	to	to	PART
ajssms-518	152	19	improve	improve	VERB
ajssms-518	152	20	customer	customer	NOUN
ajssms-518	152	21	satisfaction	satisfaction	NOUN
ajssms-518	152	22	by	by	ADP
ajssms-518	152	23	improving	improve	VERB
ajssms-518	152	24	product	product	NOUN
ajssms-518	152	25	knowledge	knowledge	NOUN
ajssms-518	152	26	and	and	CCONJ
ajssms-518	152	27	communication	communication	NOUN
ajssms-518	152	28	skills	skill	NOUN
ajssms-518	152	29	of	of	ADP
ajssms-518	152	30	call	call	NOUN
ajssms-518	152	31	center	center	NOUN
ajssms-518	152	32	agents	agent	NOUN
ajssms-518	152	33	.	.	PUNCT
ajssms-518	153	1	the	the	DET
ajssms-518	153	2	framework	framework	NOUN
ajssms-518	153	3	designed	design	VERB
ajssms-518	153	4	was	be	AUX
ajssms-518	153	5	based	base	VERB
ajssms-518	153	6	on	on	ADP
ajssms-518	153	7	four	four	NUM
ajssms-518	153	8	key	key	ADJ
ajssms-518	153	9	principals	principal	NOUN
ajssms-518	153	10	’	'	PUNCT
ajssms-518	153	11	i	i	PROPN
ajssms-518	153	12	-	-	PUNCT
ajssms-518	153	13	e	e	NOUN
ajssms-518	153	14	inspiring	inspiring	ADJ
ajssms-518	153	15	,	,	PUNCT
ajssms-518	153	16	exploring	explore	VERB
ajssms-518	153	17	,	,	PUNCT
ajssms-518	153	18	activating	activate	VERB
ajssms-518	153	19	and	and	CCONJ
ajssms-518	153	20	organizing	organize	VERB
ajssms-518	153	21	.	.	PUNCT
ajssms-518	154	1	the	the	DET
ajssms-518	154	2	inspiring	inspiring	ADJ
ajssms-518	154	3	principals	principal	NOUN
ajssms-518	154	4	suggest	suggest	VERB
ajssms-518	154	5	to	to	PART
ajssms-518	154	6	build	build	VERB
ajssms-518	154	7	motivation	motivation	NOUN
ajssms-518	154	8	in	in	ADP
ajssms-518	154	9	trainees	trainee	NOUN
ajssms-518	154	10	about	about	ADP
ajssms-518	154	11	personal	personal	ADJ
ajssms-518	154	12	development	development	NOUN
ajssms-518	154	13	through	through	ADP
ajssms-518	154	14	call	call	NOUN
ajssms-518	154	15	center	center	NOUN
ajssms-518	154	16	.	.	PUNCT
ajssms-518	155	1	the	the	DET
ajssms-518	155	2	“	"	PUNCT
ajssms-518	155	3	inspiring	inspiring	ADJ
ajssms-518	155	4	”	"	PUNCT
ajssms-518	155	5	principle	principle	NOUN
ajssms-518	155	6	recommends	recommend	VERB
ajssms-518	155	7	several	several	ADJ
ajssms-518	155	8	strategies	strategy	NOUN
ajssms-518	155	9	and	and	CCONJ
ajssms-518	155	10	themes	theme	NOUN
ajssms-518	155	11	to	to	PART
ajssms-518	155	12	build	build	VERB
ajssms-518	155	13	motivation	motivation	NOUN
ajssms-518	155	14	in	in	ADP
ajssms-518	155	15	trainees	trainee	NOUN
ajssms-518	155	16	and	and	CCONJ
ajssms-518	155	17	how	how	SCONJ
ajssms-518	155	18	call	call	NOUN
ajssms-518	155	19	center	center	NOUN
ajssms-518	155	20	can	can	AUX
ajssms-518	155	21	play	play	VERB
ajssms-518	155	22	a	a	DET
ajssms-518	155	23	significant	significant	ADJ
ajssms-518	155	24	role	role	NOUN
ajssms-518	155	25	in	in	ADP
ajssms-518	155	26	improvising	improvise	VERB
ajssms-518	155	27	personal	personal	ADJ
ajssms-518	155	28	and	and	CCONJ
ajssms-518	155	29	professional	professional	ADJ
ajssms-518	155	30	development	development	NOUN
ajssms-518	155	31	.	.	PUNCT
ajssms-518	156	1	the	the	DET
ajssms-518	156	2	second	second	ADJ
ajssms-518	156	3	principal	principal	NOUN
ajssms-518	156	4	“	"	PUNCT
ajssms-518	156	5	exploring	explore	VERB
ajssms-518	156	6	”	"	PUNCT
ajssms-518	156	7	increase	increase	NOUN
ajssms-518	156	8	ability	ability	NOUN
ajssms-518	156	9	to	to	PART
ajssms-518	156	10	learn	learn	VERB
ajssms-518	156	11	by	by	ADP
ajssms-518	156	12	enabling	enable	VERB
ajssms-518	156	13	them	they	PRON
ajssms-518	156	14	to	to	PART
ajssms-518	156	15	explore	explore	VERB
ajssms-518	156	16	learning	learn	VERB
ajssms-518	156	17	units	unit	NOUN
ajssms-518	156	18	by	by	ADP
ajssms-518	156	19	creating	create	VERB
ajssms-518	156	20	useful	useful	ADJ
ajssms-518	156	21	“	"	PUNCT
ajssms-518	156	22	explorations	exploration	NOUN
ajssms-518	156	23	”	"	PUNCT
ajssms-518	156	24	.	.	PUNCT
ajssms-518	157	1	several	several	ADJ
ajssms-518	157	2	explorations	exploration	NOUN
ajssms-518	157	3	were	be	AUX
ajssms-518	157	4	determined	determine	VERB
ajssms-518	157	5	to	to	PART
ajssms-518	157	6	improve	improve	VERB
ajssms-518	157	7	learner	learner	NOUN
ajssms-518	157	8	’s	’s	PART
ajssms-518	157	9	abilities	ability	NOUN
ajssms-518	157	10	.	.	PUNCT
ajssms-518	158	1	the	the	DET
ajssms-518	158	2	third	third	ADJ
ajssms-518	158	3	principal	principal	NOUN
ajssms-518	158	4	“	"	PUNCT
ajssms-518	158	5	activating	activate	VERB
ajssms-518	158	6	”	"	PUNCT
ajssms-518	158	7	rely	rely	VERB
ajssms-518	158	8	heavily	heavily	ADV
ajssms-518	158	9	on	on	ADP
ajssms-518	158	10	activities	activity	NOUN
ajssms-518	158	11	base	base	NOUN
ajssms-518	158	12	approach	approach	NOUN
ajssms-518	158	13	to	to	PART
ajssms-518	158	14	learn	learn	VERB
ajssms-518	158	15	.	.	PUNCT
ajssms-518	159	1	this	this	DET
ajssms-518	159	2	principal	principal	NOUN
ajssms-518	159	3	create	create	VERB
ajssms-518	159	4	several	several	ADJ
ajssms-518	159	5	activities	activity	NOUN
ajssms-518	159	6	related	relate	VERB
ajssms-518	159	7	to	to	PART
ajssms-518	159	8	call	call	VERB
ajssms-518	159	9	center	center	NOUN
ajssms-518	159	10	learning	learning	NOUN
ajssms-518	159	11	.	.	PUNCT
ajssms-518	160	1	the	the	DET
ajssms-518	160	2	fourth	fourth	ADJ
ajssms-518	160	3	and	and	CCONJ
ajssms-518	160	4	the	the	DET
ajssms-518	160	5	last	last	ADJ
ajssms-518	160	6	principal	principal	NOUN
ajssms-518	160	7	“	"	PUNCT
ajssms-518	160	8	organizing	organize	VERB
ajssms-518	160	9	“	"	PUNCT
ajssms-518	160	10	recommends	recommend	VERB
ajssms-518	160	11	the	the	DET
ajssms-518	160	12	organization	organization	NOUN
ajssms-518	160	13	and	and	CCONJ
ajssms-518	160	14	development	development	NOUN
ajssms-518	160	15	of	of	ADP
ajssms-518	160	16	training	training	NOUN
ajssms-518	160	17	content	content	NOUN
ajssms-518	160	18	.	.	PUNCT
ajssms-518	161	1	the	the	DET
ajssms-518	161	2	organization	organization	NOUN
ajssms-518	161	3	principle	principle	NOUN
ajssms-518	161	4	recommends	recommend	VERB
ajssms-518	161	5	that	that	SCONJ
ajssms-518	161	6	complete	complete	ADJ
ajssms-518	161	7	training	training	NOUN
ajssms-518	161	8	content	content	NOUN
ajssms-518	161	9	shall	shall	AUX
ajssms-518	161	10	be	be	AUX
ajssms-518	161	11	developed	develop	VERB
ajssms-518	161	12	in	in	ADP
ajssms-518	161	13	which	which	PRON
ajssms-518	161	14	the	the	DET
ajssms-518	161	15	principles	principle	NOUN
ajssms-518	161	16	of	of	ADP
ajssms-518	161	17	inspiration	inspiration	NOUN
ajssms-518	161	18	,	,	PUNCT
ajssms-518	161	19	exploration	exploration	NOUN
ajssms-518	161	20	and	and	CCONJ
ajssms-518	161	21	activation	activation	NOUN
ajssms-518	161	22	must	must	AUX
ajssms-518	161	23	be	be	AUX
ajssms-518	161	24	incorporated	incorporate	VERB
ajssms-518	161	25	.	.	PUNCT
ajssms-518	162	1	the	the	DET
ajssms-518	162	2	framework	framework	NOUN
ajssms-518	162	3	was	be	AUX
ajssms-518	162	4	partially	partially	ADV
ajssms-518	162	5	applied	apply	VERB
ajssms-518	162	6	to	to	ADP
ajssms-518	162	7	newly	newly	ADV
ajssms-518	162	8	hired	hire	VERB
ajssms-518	162	9	agents	agent	NOUN
ajssms-518	162	10	,	,	PUNCT
ajssms-518	162	11	it	it	PRON
ajssms-518	162	12	is	be	AUX
ajssms-518	162	13	to	to	PART
ajssms-518	162	14	be	be	AUX
ajssms-518	162	15	noted	note	VERB
ajssms-518	162	16	that	that	SCONJ
ajssms-518	162	17	only	only	ADV
ajssms-518	162	18	some	some	DET
ajssms-518	162	19	parts	part	NOUN
ajssms-518	162	20	of	of	ADP
ajssms-518	162	21	the	the	DET
ajssms-518	162	22	framework	framework	NOUN
ajssms-518	162	23	was	be	AUX
ajssms-518	162	24	applied	apply	VERB
ajssms-518	162	25	in	in	ADP
ajssms-518	162	26	isolation	isolation	NOUN
ajssms-518	162	27	due	due	ADP
ajssms-518	162	28	to	to	ADP
ajssms-518	162	29	time	time	NOUN
ajssms-518	162	30	constraint	constraint	NOUN
ajssms-518	162	31	.	.	PUNCT
ajssms-518	163	1	this	this	DET
ajssms-518	163	2	implementation	implementation	NOUN
ajssms-518	163	3	reveals	reveal	VERB
ajssms-518	163	4	only	only	ADV
ajssms-518	163	5	slight	slight	ADJ
ajssms-518	163	6	improvement	improvement	NOUN
ajssms-518	163	7	due	due	ADP
ajssms-518	163	8	to	to	ADP
ajssms-518	163	9	partial	partial	ADJ
ajssms-518	163	10	implementation	implementation	NOUN
ajssms-518	163	11	and	and	CCONJ
ajssms-518	163	12	no	no	DET
ajssms-518	163	13	significant	significant	ADJ
ajssms-518	163	14	difference	difference	NOUN
ajssms-518	163	15	observed	observe	VERB
ajssms-518	163	16	between	between	ADP
ajssms-518	163	17	the	the	DET
ajssms-518	163	18	samples	sample	NOUN
ajssms-518	163	19	on	on	ADP
ajssms-518	163	20	which	which	PRON
ajssms-518	163	21	the	the	DET
ajssms-518	163	22	part	part	NOUN
ajssms-518	163	23	of	of	ADP
ajssms-518	163	24	the	the	DET
ajssms-518	163	25	framework	framework	NOUN
ajssms-518	163	26	was	be	AUX
ajssms-518	163	27	tested	test	VERB
ajssms-518	163	28	when	when	SCONJ
ajssms-518	163	29	compared	compare	VERB
ajssms-518	163	30	with	with	ADP
ajssms-518	163	31	the	the	DET
ajssms-518	163	32	sample	sample	NOUN
ajssms-518	163	33	on	on	ADP
ajssms-518	163	34	which	which	PRON
ajssms-518	163	35	framework	framework	NOUN
ajssms-518	163	36	was	be	AUX
ajssms-518	163	37	not	not	PART
ajssms-518	163	38	applied	apply	VERB
ajssms-518	163	39	.	.	PUNCT
ajssms-518	164	1	this	this	DET
ajssms-518	164	2	slight	slight	ADJ
ajssms-518	164	3	difference	difference	NOUN
ajssms-518	164	4	was	be	AUX
ajssms-518	164	5	observed	observe	VERB
ajssms-518	164	6	on	on	ADP
ajssms-518	164	7	“	"	PUNCT
ajssms-518	164	8	product	product	NOUN
ajssms-518	164	9	knowledge	knowledge	NOUN
ajssms-518	164	10	”	"	PUNCT
ajssms-518	164	11	whereas	whereas	SCONJ
ajssms-518	164	12	the	the	DET
ajssms-518	164	13	“	"	PUNCT
ajssms-518	164	14	communication	communication	NOUN
ajssms-518	164	15	skills	skill	NOUN
ajssms-518	164	16	”	"	PUNCT
ajssms-518	164	17	almost	almost	ADV
ajssms-518	164	18	remains	remain	VERB
ajssms-518	164	19	the	the	DET
ajssms-518	164	20	same	same	ADJ
ajssms-518	164	21	.	.	PUNCT
ajssms-518	165	1	5.1	5.1	NUM
ajssms-518	165	2	.	.	PUNCT
ajssms-518	165	3	limitation	limitation	NOUN
ajssms-518	165	4	and	and	CCONJ
ajssms-518	165	5	recommendation	recommendation	NOUN
ajssms-518	165	6			NOUN
ajssms-518	165	7	complete	complete	ADJ
ajssms-518	165	8	framework	framework	NOUN
ajssms-518	165	9	is	be	AUX
ajssms-518	165	10	not	not	PART
ajssms-518	165	11	applied	apply	VERB
ajssms-518	165	12	to	to	ADP
ajssms-518	165	13	any	any	PRON
ajssms-518	165	14	of	of	ADP
ajssms-518	165	15	sample	sample	NOUN
ajssms-518	165	16	due	due	ADP
ajssms-518	165	17	to	to	ADP
ajssms-518	165	18	lack	lack	NOUN
ajssms-518	165	19	of	of	ADP
ajssms-518	165	20	time	time	NOUN
ajssms-518	165	21	and	and	CCONJ
ajssms-518	165	22	resources	resource	NOUN
ajssms-518	165	23	.	.	PUNCT
ajssms-518	166	1	in	in	ADP
ajssms-518	166	2	order	order	NOUN
ajssms-518	166	3	to	to	PART
ajssms-518	166	4	get	get	VERB
ajssms-518	166	5	full	full	ADJ
ajssms-518	166	6	advantage	advantage	NOUN
ajssms-518	166	7	of	of	ADP
ajssms-518	166	8	the	the	DET
ajssms-518	166	9	framework	framework	NOUN
ajssms-518	166	10	it	it	PRON
ajssms-518	166	11	is	be	AUX
ajssms-518	166	12	strongly	strongly	ADV
ajssms-518	166	13	suggested	suggest	VERB
ajssms-518	166	14	that	that	SCONJ
ajssms-518	166	15	the	the	DET
ajssms-518	166	16	whole	whole	ADJ
ajssms-518	166	17	framework	framework	NOUN
ajssms-518	166	18	to	to	PART
ajssms-518	166	19	be	be	AUX
ajssms-518	166	20	applied	apply	VERB
ajssms-518	166	21	in	in	ADP
ajssms-518	166	22	the	the	DET
ajssms-518	166	23	training	training	NOUN
ajssms-518	166	24	programs	program	NOUN
ajssms-518	166	25	.	.	PUNCT
ajssms-518	167	1			X
ajssms-518	167	2	this	this	DET
ajssms-518	167	3	training	training	NOUN
ajssms-518	167	4	framework	framework	NOUN
ajssms-518	167	5	is	be	AUX
ajssms-518	167	6	designed	design	VERB
ajssms-518	167	7	explicitly	explicitly	ADV
ajssms-518	167	8	for	for	ADP
ajssms-518	167	9	improvement	improvement	NOUN
ajssms-518	167	10	in	in	ADP
ajssms-518	167	11	communication	communication	NOUN
ajssms-518	167	12	skills	skill	NOUN
ajssms-518	167	13	and	and	CCONJ
ajssms-518	167	14	product	product	NOUN
ajssms-518	167	15	knowledge	knowledge	NOUN
ajssms-518	167	16	of	of	ADP
ajssms-518	167	17	call	call	NOUN
ajssms-518	167	18	center	center	NOUN
ajssms-518	167	19	agents	agent	NOUN
ajssms-518	167	20	in	in	ADP
ajssms-518	167	21	call	call	NOUN
ajssms-518	167	22	centers	center	NOUN
ajssms-518	167	23	,	,	PUNCT
ajssms-518	167	24	however	however	ADV
ajssms-518	167	25	this	this	PRON
ajssms-518	167	26	can	can	AUX
ajssms-518	167	27	also	also	ADV
ajssms-518	167	28	be	be	AUX
ajssms-518	167	29	used	use	VERB
ajssms-518	167	30	in	in	ADP
ajssms-518	167	31	other	other	ADJ
ajssms-518	167	32	service	service	NOUN
ajssms-518	167	33	industries	industry	NOUN
ajssms-518	167	34	.	.	PUNCT
ajssms-518	168	1			X
ajssms-518	168	2	this	this	DET
ajssms-518	168	3	framework	framework	NOUN
ajssms-518	168	4	is	be	AUX
ajssms-518	168	5	not	not	PART
ajssms-518	168	6	a	a	DET
ajssms-518	168	7	replacement	replacement	NOUN
ajssms-518	168	8	of	of	ADP
ajssms-518	168	9	formal	formal	ADJ
ajssms-518	168	10	training	training	NOUN
ajssms-518	168	11	content	content	NOUN
ajssms-518	168	12	related	relate	VERB
ajssms-518	168	13	to	to	ADP
ajssms-518	168	14	communication	communication	NOUN
ajssms-518	168	15	skills	skill	NOUN
ajssms-518	168	16	and	and	CCONJ
ajssms-518	168	17	product	product	NOUN
ajssms-518	168	18	knowledge	knowledge	NOUN
ajssms-518	168	19	.	.	PUNCT
ajssms-518	169	1	this	this	DET
ajssms-518	169	2	framework	framework	NOUN
ajssms-518	169	3	provide	provide	VERB
ajssms-518	169	4	four	four	NUM
ajssms-518	169	5	philosophies	philosophy	NOUN
ajssms-518	169	6	and	and	CCONJ
ajssms-518	169	7	methods	method	NOUN
ajssms-518	169	8	that	that	PRON
ajssms-518	169	9	need	need	VERB
ajssms-518	169	10	to	to	PART
ajssms-518	169	11	be	be	AUX
ajssms-518	169	12	incorporated	incorporate	VERB
ajssms-518	169	13	in	in	ADP
ajssms-518	169	14	training	training	NOUN
ajssms-518	169	15	program	program	NOUN
ajssms-518	169	16	to	to	PART
ajssms-518	169	17	increase	increase	VERB
ajssms-518	169	18	the	the	DET
ajssms-518	169	19	effectiveness	effectiveness	NOUN
ajssms-518	169	20	of	of	ADP
ajssms-518	169	21	training	training	NOUN
ajssms-518	169	22	asian	asian	ADJ
ajssms-518	169	23	journal	journal	NOUN
ajssms-518	169	24	of	of	ADP
ajssms-518	169	25	social	social	ADJ
ajssms-518	169	26	sciences	sciences	PROPN
ajssms-518	169	27	and	and	CCONJ
ajssms-518	169	28	management	management	NOUN
ajssms-518	169	29	studies	study	NOUN
ajssms-518	169	30	,	,	PUNCT
ajssms-518	169	31	2017	2017	NUM
ajssms-518	169	32	,	,	PUNCT
ajssms-518	169	33	4(2	4(2	NUM
ajssms-518	169	34	):	):	PUNCT
ajssms-518	169	35	107	107	NUM
ajssms-518	169	36	-	-	SYM
ajssms-518	169	37	115	115	NUM
ajssms-518	169	38	115	115	NUM
ajssms-518	169	39	references	reference	NOUN
ajssms-518	169	40	bain	bain	NOUN
ajssms-518	169	41	,	,	PUNCT
ajssms-518	169	42	p.	p.	PROPN
ajssms-518	169	43	,	,	PUNCT
ajssms-518	169	44	a.	a.	PROPN
ajssms-518	169	45	watson	watson	PROPN
ajssms-518	169	46	,	,	PUNCT
ajssms-518	169	47	g.	g.	PROPN
ajssms-518	169	48	mulvey	mulvey	PROPN
ajssms-518	169	49	,	,	PUNCT
ajssms-518	169	50	p.	p.	PROPN
ajssms-518	169	51	taylor	taylor	PROPN
ajssms-518	169	52	and	and	CCONJ
ajssms-518	169	53	g.	g.	PROPN
ajssms-518	169	54	gall	gall	PROPN
ajssms-518	169	55	,	,	PUNCT
ajssms-518	169	56	2002	2002	NUM
ajssms-518	169	57	.	.	PUNCT
ajssms-518	170	1	taylorism	taylorism	NOUN
ajssms-518	170	2	,	,	PUNCT
ajssms-518	170	3	trgets	trget	NOUN
ajssms-518	170	4	,	,	PUNCT
ajssms-518	170	5	and	and	CCONJ
ajssms-518	170	6	the	the	DET
ajssms-518	170	7	pursuit	pursuit	NOUN
ajssms-518	170	8	of	of	ADP
ajssms-518	170	9	quantity	quantity	NOUN
ajssms-518	170	10	and	and	CCONJ
ajssms-518	170	11	quality	quality	NOUN
ajssms-518	170	12	by	by	ADP
ajssms-518	170	13	call	call	NOUN
ajssms-518	170	14	centre	centre	NOUN
ajssms-518	170	15	management	management	NOUN
ajssms-518	170	16	.	.	PUNCT
ajssms-518	171	1	new	new	ADJ
ajssms-518	171	2	technolwork	technolwork	NOUN
ajssms-518	171	3	employ	employ	NOUN
ajssms-518	171	4	,	,	PUNCT
ajssms-518	171	5	17(3	17(3	NUM
ajssms-518	171	6	):	):	PUNCT
ajssms-518	171	7	170–185	170–185	NUM
ajssms-518	171	8	.	.	PUNCT
ajssms-518	172	1	view	view	NOUN
ajssms-518	172	2	at	at	ADP
ajssms-518	172	3	google	google	PROPN
ajssms-518	172	4	scholar	scholar	NOUN
ajssms-518	172	5	|	|	ADV
ajssms-518	172	6	view	view	NOUN
ajssms-518	172	7	at	at	ADP
ajssms-518	172	8	publisher	publisher	PROPN
ajssms-518	172	9	dick	dick	PROPN
ajssms-518	172	10	,	,	PUNCT
ajssms-518	172	11	w.	w.	PROPN
ajssms-518	172	12	,	,	PUNCT
ajssms-518	172	13	l.	l.	PROPN
ajssms-518	172	14	carey	carey	PROPN
ajssms-518	172	15	and	and	CCONJ
ajssms-518	172	16	j.o	j.o	PROPN
ajssms-518	172	17	.	.	PROPN
ajssms-518	172	18	carey	carey	PROPN
ajssms-518	172	19	,	,	PUNCT
ajssms-518	172	20	2011	2011	NUM
ajssms-518	172	21	.	.	PUNCT
ajssms-518	173	1	the	the	DET
ajssms-518	173	2	systematic	systematic	ADJ
ajssms-518	173	3	design	design	NOUN
ajssms-518	173	4	of	of	ADP
ajssms-518	173	5	instruction	instruction	NOUN
ajssms-518	173	6	.	.	PUNCT
ajssms-518	174	1	7th	7th	ADJ
ajssms-518	174	2	edn	edn	PROPN
ajssms-518	174	3	.	.	PUNCT
ajssms-518	174	4	,	,	PUNCT
ajssms-518	174	5	boston	boston	PROPN
ajssms-518	174	6	,	,	PUNCT
ajssms-518	174	7	ma	ma	PROPN
ajssms-518	174	8	:	:	PUNCT
ajssms-518	174	9	pearson	pearson	PROPN
ajssms-518	174	10	.	.	PUNCT
ajssms-518	175	1	gustafson	gustafson	PROPN
ajssms-518	175	2	,	,	PUNCT
ajssms-518	175	3	k.l	k.l	PROPN
ajssms-518	175	4	.	.	PROPN
ajssms-518	175	5	and	and	CCONJ
ajssms-518	175	6	r.m	r.m	PROPN
ajssms-518	175	7	.	.	PROPN
ajssms-518	175	8	branch	branch	PROPN
ajssms-518	175	9	,	,	PUNCT
ajssms-518	175	10	2011	2011	NUM
ajssms-518	175	11	.	.	PUNCT
ajssms-518	176	1	what	what	PRON
ajssms-518	176	2	is	be	AUX
ajssms-518	176	3	instructional	instructional	ADJ
ajssms-518	176	4	design	design	NOUN
ajssms-518	176	5	?	?	PUNCT
ajssms-518	177	1	in	in	ADP
ajssms-518	177	2	r.a	r.a	PROPN
ajssms-518	177	3	.	.	PROPN
ajssms-518	177	4	reiser	reiser	PROPN
ajssms-518	177	5	&	&	CCONJ
ajssms-518	177	6	j.v	j.v	PROPN
ajssms-518	177	7	.	.	PROPN
ajssms-518	178	1	dempsey	dempsey	PROPN
ajssms-518	178	2	(	(	PUNCT
ajssms-518	178	3	eds	eds	PROPN
ajssms-518	178	4	.	.	PUNCT
ajssms-518	178	5	)	)	PUNCT
ajssms-518	178	6	,	,	PUNCT
ajssms-518	178	7	trends	trend	NOUN
ajssms-518	178	8	and	and	CCONJ
ajssms-518	178	9	issues	issue	NOUN
ajssms-518	178	10	in	in	ADP
ajssms-518	178	11	instructional	instructional	ADJ
ajssms-518	178	12	design	design	NOUN
ajssms-518	178	13	and	and	CCONJ
ajssms-518	178	14	technology	technology	NOUN
ajssms-518	178	15	.	.	PUNCT
ajssms-518	179	1	3rd	3rd	ADJ
ajssms-518	179	2	edn	edn	PROPN
ajssms-518	179	3	.	.	PUNCT
ajssms-518	179	4	,	,	PUNCT
ajssms-518	179	5	boston	boston	PROPN
ajssms-518	179	6	,	,	PUNCT
ajssms-518	179	7	ma	ma	PROPN
ajssms-518	179	8	:	:	PUNCT
ajssms-518	179	9	pearson	pearson	PROPN
ajssms-518	179	10	.	.	PUNCT
ajssms-518	180	1	pp	pp	ADP
ajssms-518	180	2	:	:	PUNCT
ajssms-518	180	3	16	16	NUM
ajssms-518	180	4	-	-	SYM
ajssms-518	180	5	25	25	NUM
ajssms-518	180	6	.	.	PUNCT
ajssms-518	181	1	holman	holman	PROPN
ajssms-518	181	2	,	,	PUNCT
ajssms-518	181	3	d.	d.	PROPN
ajssms-518	181	4	,	,	PUNCT
ajssms-518	181	5	r.	r.	PROPN
ajssms-518	181	6	blatt	blatt	PROPN
ajssms-518	181	7	and	and	CCONJ
ajssms-518	181	8	u.	u.	PROPN
ajssms-518	181	9	holtgrewe	holtgrewe	PROPN
ajssms-518	181	10	,	,	PUNCT
ajssms-518	181	11	2007	2007	NUM
ajssms-518	181	12	.	.	PUNCT
ajssms-518	182	1	the	the	DET
ajssms-518	182	2	global	global	ADJ
ajssms-518	182	3	call	call	PROPN
ajssms-518	182	4	center	center	PROPN
ajssms-518	182	5	report	report	NOUN
ajssms-518	182	6	:	:	PUNCT
ajssms-518	182	7	international	international	ADJ
ajssms-518	182	8	perspectives	perspective	NOUN
ajssms-518	182	9	on	on	ADP
ajssms-518	182	10	management	management	NOUN
ajssms-518	182	11	and	and	CCONJ
ajssms-518	182	12	employment	employment	NOUN
ajssms-518	182	13	.	.	PUNCT
ajssms-518	183	1	sheffield	sheffield	PROPN
ajssms-518	183	2	,	,	PUNCT
ajssms-518	183	3	uk	uk	PROPN
ajssms-518	183	4	:	:	PUNCT
ajssms-518	183	5	global	global	ADJ
ajssms-518	183	6	call	call	NOUN
ajssms-518	183	7	center	center	PROPN
ajssms-518	183	8	research	research	NOUN
ajssms-518	183	9	network	network	NOUN
ajssms-518	183	10	.	.	PUNCT
ajssms-518	184	1	hsu	hsu	PROPN
ajssms-518	184	2	,	,	PUNCT
ajssms-518	184	3	t.c	t.c	PROPN
ajssms-518	184	4	.	.	PROPN
ajssms-518	184	5	,	,	PUNCT
ajssms-518	184	6	j.	j.	PROPN
ajssms-518	184	7	lee	lee	PROPN
ajssms-518	184	8	-	-	PUNCT
ajssms-518	184	9	hsieh	hsieh	PROPN
ajssms-518	184	10	,	,	PUNCT
ajssms-518	184	11	m.a	m.a	PROPN
ajssms-518	184	12	.	.	PROPN
ajssms-518	184	13	turton	turton	PROPN
ajssms-518	184	14	and	and	CCONJ
ajssms-518	184	15	s.f	s.f	PROPN
ajssms-518	184	16	.	.	PROPN
ajssms-518	184	17	cheng	cheng	PROPN
ajssms-518	184	18	,	,	PUNCT
ajssms-518	184	19	2014	2014	NUM
ajssms-518	184	20	.	.	PUNCT
ajssms-518	185	1	using	use	VERB
ajssms-518	185	2	the	the	DET
ajssms-518	185	3	addie	addie	PROPN
ajssms-518	185	4	model	model	NOUN
ajssms-518	185	5	to	to	PART
ajssms-518	185	6	develop	develop	VERB
ajssms-518	185	7	online	online	ADJ
ajssms-518	185	8	continuing	continue	VERB
ajssms-518	185	9	education	education	NOUN
ajssms-518	185	10	courses	course	NOUN
ajssms-518	185	11	on	on	ADP
ajssms-518	185	12	caring	care	VERB
ajssms-518	185	13	for	for	ADP
ajssms-518	185	14	nurses	nurse	NOUN
ajssms-518	185	15	in	in	ADP
ajssms-518	185	16	taiwan	taiwan	PROPN
ajssms-518	185	17	.	.	PUNCT
ajssms-518	186	1	journal	journal	PROPN
ajssms-518	186	2	of	of	ADP
ajssms-518	186	3	continuing	continue	VERB
ajssms-518	186	4	education	education	NOUN
ajssms-518	186	5	in	in	ADP
ajssms-518	186	6	nursing	nursing	NOUN
ajssms-518	186	7	,	,	PUNCT
ajssms-518	186	8	45(3	45(3	NUM
ajssms-518	186	9	):	):	PUNCT
ajssms-518	186	10	124	124	NUM
ajssms-518	186	11	-	-	SYM
ajssms-518	186	12	131	131	NUM
ajssms-518	186	13	.	.	PUNCT
ajssms-518	187	1	view	view	NOUN
ajssms-518	187	2	at	at	ADP
ajssms-518	187	3	google	google	PROPN
ajssms-518	187	4	scholar	scholar	NOUN
ajssms-518	187	5	|	|	ADV
ajssms-518	187	6	view	view	NOUN
ajssms-518	187	7	at	at	ADP
ajssms-518	187	8	publisher	publisher	PROPN
ajssms-518	187	9	klein	klein	PROPN
ajssms-518	187	10	,	,	PUNCT
ajssms-518	187	11	j.d	j.d	PROPN
ajssms-518	187	12	.	.	PROPN
ajssms-518	187	13	and	and	CCONJ
ajssms-518	187	14	e.j	e.j	PROPN
ajssms-518	187	15	.	.	PROPN
ajssms-518	187	16	fox	fox	PROPN
ajssms-518	187	17	,	,	PUNCT
ajssms-518	187	18	2004	2004	NUM
ajssms-518	187	19	.	.	PUNCT
ajssms-518	188	1	performance	performance	NOUN
ajssms-518	188	2	improvement	improvement	NOUN
ajssms-518	188	3	competencies	competency	NOUN
ajssms-518	188	4	for	for	ADP
ajssms-518	188	5	instructional	instructional	ADJ
ajssms-518	188	6	technologists	technologist	NOUN
ajssms-518	188	7	.	.	PUNCT
ajssms-518	189	1	techtrends	techtrend	NOUN
ajssms-518	189	2	,	,	PUNCT
ajssms-518	189	3	48(2	48(2	NUM
ajssms-518	189	4	):	):	PUNCT
ajssms-518	189	5	22	22	NUM
ajssms-518	189	6	-	-	SYM
ajssms-518	189	7	25	25	NUM
ajssms-518	189	8	.	.	PUNCT
ajssms-518	190	1	view	view	NOUN
ajssms-518	190	2	at	at	ADP
ajssms-518	190	3	google	google	PROPN
ajssms-518	190	4	scholar	scholar	NOUN
ajssms-518	190	5	|	|	ADV
ajssms-518	190	6	view	view	NOUN
ajssms-518	190	7	at	at	ADP
ajssms-518	190	8	publisher	publisher	NOUN
ajssms-518	190	9	noe	noe	PROPN
ajssms-518	190	10	,	,	PUNCT
ajssms-518	190	11	r.a	r.a	PROPN
ajssms-518	190	12	.	.	PROPN
ajssms-518	190	13	,	,	PUNCT
ajssms-518	190	14	2010	2010	NUM
ajssms-518	190	15	.	.	PUNCT
ajssms-518	191	1	employee	employee	NOUN
ajssms-518	191	2	training	training	NOUN
ajssms-518	191	3	and	and	CCONJ
ajssms-518	191	4	development	development	NOUN
ajssms-518	191	5	.	.	PUNCT
ajssms-518	192	1	5th	5th	ADJ
ajssms-518	192	2	edn	edn	NOUN
ajssms-518	192	3	.	.	PUNCT
ajssms-518	193	1	,	,	PUNCT
ajssms-518	193	2	new	new	PROPN
ajssms-518	193	3	york	york	PROPN
ajssms-518	193	4	:	:	PUNCT
ajssms-518	193	5	mcgraw	mcgraw	PROPN
ajssms-518	193	6	-	-	PUNCT
ajssms-518	193	7	hill	hill	NOUN
ajssms-518	193	8	.	.	PUNCT
ajssms-518	194	1	tjosvold	tjosvold	ADJ
ajssms-518	194	2	,	,	PUNCT
ajssms-518	194	3	d.	d.	PROPN
ajssms-518	194	4	,	,	PUNCT
ajssms-518	194	5	n.y	n.y	PROPN
ajssms-518	194	6	.	.	PROPN
ajssms-518	194	7	chen	chen	PROPN
ajssms-518	194	8	,	,	PUNCT
ajssms-518	194	9	x.	x.	PROPN
ajssms-518	194	10	huang	huang	PROPN
ajssms-518	194	11	and	and	CCONJ
ajssms-518	194	12	d.	d.	PROPN
ajssms-518	194	13	xu	xu	PROPN
ajssms-518	194	14	,	,	PUNCT
ajssms-518	194	15	2014	2014	NUM
ajssms-518	194	16	.	.	PUNCT
ajssms-518	195	1	developing	develop	VERB
ajssms-518	195	2	cooperative	cooperative	ADJ
ajssms-518	195	3	teams	team	NOUN
ajssms-518	195	4	to	to	PART
ajssms-518	195	5	support	support	VERB
ajssms-518	195	6	individual	individual	ADJ
ajssms-518	195	7	performance	performance	NOUN
ajssms-518	195	8	and	and	CCONJ
ajssms-518	195	9	well	well	ADV
ajssms-518	195	10	-	-	PUNCT
ajssms-518	195	11	being	being	NOUN
ajssms-518	195	12	in	in	ADP
ajssms-518	195	13	a	a	DET
ajssms-518	195	14	call	call	NOUN
ajssms-518	195	15	center	center	NOUN
ajssms-518	195	16	in	in	ADP
ajssms-518	195	17	china	china	PROPN
ajssms-518	195	18	.	.	PUNCT
ajssms-518	196	1	group	group	NOUN
ajssms-518	196	2	decision	decision	NOUN
ajssms-518	196	3	and	and	CCONJ
ajssms-518	196	4	negotiation	negotiation	NOUN
ajssms-518	196	5	,	,	PUNCT
ajssms-518	196	6	23(2	23(2	NUM
ajssms-518	196	7	):	):	PUNCT
ajssms-518	196	8	325	325	NUM
ajssms-518	196	9	-	-	SYM
ajssms-518	196	10	348	348	NUM
ajssms-518	196	11	.	.	PUNCT
ajssms-518	197	1	view	view	NOUN
ajssms-518	197	2	at	at	ADP
ajssms-518	197	3	publisher	publisher	NOUN
ajssms-518	197	4	asian	asian	PROPN
ajssms-518	197	5	online	online	PROPN
ajssms-518	197	6	journal	journal	PROPN
ajssms-518	197	7	publishing	publishing	NOUN
ajssms-518	197	8	group	group	NOUN
ajssms-518	197	9	is	be	AUX
ajssms-518	197	10	not	not	PART
ajssms-518	197	11	responsible	responsible	ADJ
ajssms-518	197	12	or	or	CCONJ
ajssms-518	197	13	answerable	answerable	ADJ
ajssms-518	197	14	for	for	ADP
ajssms-518	197	15	any	any	DET
ajssms-518	197	16	loss	loss	NOUN
ajssms-518	197	17	,	,	PUNCT
ajssms-518	197	18	damage	damage	NOUN
ajssms-518	197	19	or	or	CCONJ
ajssms-518	197	20	liability	liability	NOUN
ajssms-518	197	21	,	,	PUNCT
ajssms-518	197	22	etc	etc	X
ajssms-518	197	23	.	.	X
ajssms-518	197	24	caused	cause	VERB
ajssms-518	197	25	in	in	ADP
ajssms-518	197	26	relation	relation	NOUN
ajssms-518	197	27	to	to	PART
ajssms-518	197	28	/	/	PUNCT
ajssms-518	197	29	arising	arise	VERB
ajssms-518	197	30	out	out	ADP
ajssms-518	197	31	of	of	ADP
ajssms-518	197	32	the	the	DET
ajssms-518	197	33	use	use	NOUN
ajssms-518	197	34	of	of	ADP
ajssms-518	197	35	the	the	DET
ajssms-518	197	36	content	content	NOUN
ajssms-518	197	37	.	.	PUNCT
ajssms-518	198	1	any	any	DET
ajssms-518	198	2	queries	query	NOUN
ajssms-518	198	3	should	should	AUX
ajssms-518	198	4	be	be	AUX
ajssms-518	198	5	directed	direct	VERB
ajssms-518	198	6	to	to	ADP
ajssms-518	198	7	the	the	DET
ajssms-518	198	8	corresponding	corresponding	ADJ
ajssms-518	198	9	author	author	NOUN
ajssms-518	198	10	of	of	ADP
ajssms-518	198	11	the	the	DET
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ajssms-518	198	13	.	.	PUNCT
ajssms-518	199	1	https://scholar.google.com/scholar?hl=en&q=taylorism,%20trgets,%20and%20the%20pursuit%20of%20quantity%20and%20quality%20by%20call%20centre%20management	https://scholar.google.com/scholar?hl=en&q=taylorism,%20trgets,%20and%20the%20pursuit%20of%20quantity%20and%20quality%20by%20call%20centre%20management	PROPN
ajssms-518	199	2	http://dx.doi.org/10.1111/1468-005x.00103	http://dx.doi.org/10.1111/1468-005x.00103	PROPN
ajssms-518	199	3	https://scholar.google.com/scholar?hl=en&q=using%20the%20addie%20model%20to%20develop%20online%20continuing%20education%20courses%20on%20caring%20for%20nurses%20in%20taiwan	https://scholar.google.com/scholar?hl=en&q=using%20the%20addie%20model%20to%20develop%20online%20continuing%20education%20courses%20on%20caring%20for%20nurses%20in%20taiwan	PROPN
ajssms-518	199	4	http://dx.doi.org/10.3928/00220124-20140219-04	http://dx.doi.org/10.3928/00220124-20140219-04	PROPN
ajssms-518	199	5	https://scholar.google.com/scholar?hl=en&q=performance%20improvement%20competencies%20for%20instructional%20technologists	https://scholar.google.com/scholar?hl=en&q=performance%20improvement%20competencies%20for%20instructional%20technologist	VERB
ajssms-518	199	6	https://scholar.google.com/scholar?hl=en&q=performance%20improvement%20competencies%20for%20instructional%20technologists	https://scholar.google.com/scholar?hl=en&q=performance%20improvement%20competencies%20for%20instructional%20technologist	NOUN
ajssms-518	199	7	http://dx.doi.org/10.1007/bf02762539	http://dx.doi.org/10.1007/bf02762539	NOUN
ajssms-518	199	8	http://dx.doi.org/10.1007/s10726-012-9314-6	http://dx.doi.org/10.1007/s10726-012-9314-6	PUNCT