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So far atcenOrange has created 33 blog entries.

[Part 1] Contact Center Series: Contact Center Technology Demystified

By |2020-03-27T11:39:02+08:00March 27th, 2020|Categories: Contact Center|

   By Ken NgOver the years of being involved in the Contact Center industry I have discovered Contact Center managers and operators are commonly in the dark about the very technology they rely on so critically to meet service levels. The reliance on their respective IT departments, vendors and resident “technical gurus” to advice on this crucial [...]

Contact Center Series: Decreasing Contact Center Costs

By |2020-03-27T11:35:16+08:00March 27th, 2020|Categories: Contact Center|

   By Ken Ng 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. Our budget and overhead for operations are escalating, yet the annual budget allocations from senior management do not [...]

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

By |2020-03-27T10:06:12+08:00March 27th, 2020|Categories: Contact Center|

   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 called absenteeism. By you reading this article, I’m assuming you are a Contact Center professional either in a managerial position wanting [...]

Resolving Brain Drain in the Contact Center Industry

By |2020-03-27T09:55:09+08:00March 27th, 2020|Categories: Contact Center|

   By Ken Ng 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 “…emigration of trained and talented individuals (“human capital”) for other nations or jurisdictions, due to conflict, lack of [...]

Blog of a Contact Center Agent

By |2020-03-27T09:55:25+08:00March 27th, 2020|Categories: Contact Center|

   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, I’ve seen countless agents, close friends, move on; some to other contact centers, others just unable to take the charade of [...]

Service and the Traveler

By |2020-03-27T09:55:34+08:00March 27th, 2020|Categories: Article|

   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 notice. Using myself as an example, I essentially go through two phases whenever I travel: the Exit Phase – headinwg toward [...]

Understanding the Customer Experience

By |2020-03-27T09:37:38+08:00March 26th, 2020|Categories: Customer Service|

   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? What are the areas one has to consider in order to perfectly execute this challenging maneuver? The customer experience can be [...]

Successful Selling Today

By |2019-06-30T16:59:13+08:00June 27th, 2019|Categories: Article|Tags: |

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 is merely telling their customers about their product or service, what its features are and ultimately asking them to buy it. [...]

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

By |2019-06-30T17:01:49+08:00June 27th, 2019|Categories: Article|Tags: |

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%, there are some sales skills that can be learnt by asking “Who” “When” What” “Why” “Where” and “How.” When we use [...]

Are You Business Development or Sales Person?

By |2019-06-30T17:04:23+08:00June 27th, 2019|Categories: Article|Tags: |

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 the market. It focuses on the implementation of the strategic business plan of financial, technologies, products and services, companies, and the [...]