Article2020-03-30T13:11:18+08:00

Articles

2302, 2020

Customer Satisfaction Levels: Prevention or Cure?

Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new campaigns, systems and carbon copy [...]

2002, 2020

Sales Success in a Recession

Let’s agree on one thing. It doesn’t look good out there and businesses are not spending. Cautious? Impending closure? No credit? You will hear it all. However, how you view the economic horizon and your [...]

1902, 2020

[Part 2] Contact Centers: Beauty or Beast?

The transformation of a contact center from beast to beauty hinges on the original reason for setting up a contact center. Concentration of resources and perspective of performance has to be directed in two areas, [...]

1702, 2020

[Part 1] Contact Centers: Beauty or Beast?

Your primary reason for setting up a contact center is to provide a conduit for you to have more personal contact with your customers. An expected service from your customers in the whole spectrum of [...]

1502, 2020

[Part 2] Service Recovery Fundamentals

In Part 1, we identified and defined service recovery. As we take the next step to put in place a solid service recovery process in our organization, individuals must first understand the steps to take [...]

1002, 2020

[Part 1] Service Recovery Fundamentals

There is one basic truth in all organizations that find themselves established but unable to traverse the higher plain of service delivery; one element that many service strategists fail to successfully implement, service recovery. What [...]

502, 2020

Learning to Unlearn

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” Alvin Toffler – Rethinking the Future The term “unlearning” is constantly used [...]

2901, 2020

Contact Center Series: Decreasing Contact Center Costs

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

2201, 2020

Contact Center Series: The A, E, I, O and U of Absenteeism

   By Ken Ng The typical Contact Center is ridden by daily challenges; service levels, call accuracy, service quality etc, etc. But by far the most challenging currently is the mystery of adherence compliance or simply [...]

1501, 2020

Resolving Brain Drain in the Contact Center Industry

The great Brain Drain some countries are facing 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 [...]

1001, 2020

Blog of a Contact Center Agent

   By Ken Ng, March 2006 Today marks the 2 year anniversary of when I first donned the headset and resigned myself to a life as a contact center agent. It’s been an eventful 2 years, [...]

401, 2020

Service and the Traveler

   ATCEN Echo 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 traveler has a tendency not to [...]

201, 2020

Understanding the Customer Experience

   By Ken Ng There’s been a lot of talk lately in the service industry about delivering the customer experience. What does it really mean when it boils down to execution and delivery of this intention? [...]

2706, 2019

Successful Selling Today

By ATCEN How are your sales people selling today? Customers today are bombarded with advertisements that offer all kinds of products and services, and usually all at reasonable prices. In return, the typical salesperson today [...]

2706, 2019

80% of Sales Revenue Comes from 20% of Sales People

By ATCEN Business Executives always complain about 80/20 performance, where 80 percent of the sales are produced by 20 percent of sales people. In order for a sales person to move into the top 20%, [...]

2706, 2019

Are You Business Development or Sales Person?

By ATCEN Many people are confused with the terms business development and sales. Business development is the effort to identify business opportunity by researching, analyzing and introducing a new product or a new service to [...]

2706, 2019

Business Development

By ATCEN Many people are confused with the terms business development and sales. Business development is the effort to identify business opportunity by researching, analyzing and introducing a new product or a new service to [...]

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