Articles

3007, 2021

Service and the Holiday Season

The business world takes a downturn in activity.  Bright, colorful decorations adorn street lamps and shopping centers; the economy is given a boost by increased consumer spending; holiday music triumphs over Top-20 hit music on [...]

3007, 2021

Resolving the Brain Drain in the Contact Centre Industry

The Brain Drain some countries face has seen much coverage in the mainstream media of late and is close to being reported to exhaustion. This “Brain Drain” phenomenon, according to Wikipedia (http://en.wikipedia.org), is “…emigration of [...]

2907, 2021

Decreasing Contact Centre Cost

Contact Center managers are constantly focused on matrices. Unfortunately, this very same practice of scrutinizing the details of performance inevitably causes one to lose sight of the business aspects of the operation. Our budget and [...]

2907, 2021

Contact Centre Absentism AEIOU

The typical Contact Center is ridden by daily challenges; service levels, call accuracy, service quality etc. However, by far the most challenging currently is the mystery of adherence compliance or absenteeism. By reading this article, [...]

2807, 2021

Understanding Customer Experience

There’s been a lot of talk lately in the service industry about delivering Customer Experience or more affectionately referred to as CX. But, what does it mean when it boils down to the execution and [...]

2807, 2021

Service and the Traveller

Something struck me on one of my business trips, warping through the portals of one airport after another. Service seems to be non-existent at airports, or the traveller has a tendency not to notice. Using [...]

2707, 2021

Blogs of A Contact Centre Agent

Today marks the second anniversary of when I first donned the headset and resigned myself to a life as a contact center agent. It’s been an eventful two years; I’ve seen countless agents, close friends, [...]

2707, 2021

Service Recovery Fundamentals

There is one fundamental reason why organizations that find themselves unable to traverse the higher plain of service delivery. The one element that many service strategists fail to implement- SUCCESSFUL SERVICE RECOVERY. Some Questions on [...]

2407, 2021

Looking for That Leader

Have you ever heard a doctor, after delivering a baby exclaiming, "Nurse, looks like we have another Leader born…" in the operating theatre? Ladies and Gentlemen, this is the myth of the natural-born leader.Should this [...]

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