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So far atcenOrange has created 62 blog entries.

Customer Satisfaction Levels: Prevention or Cure?

By |2020-03-30T15:33:24+08:00February 23rd, 2020|Categories: Customer Satisfaction|

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 training programs that promise them the ability to win customer loyalty. Despite their efforts, however, customer satisfaction results continue to fall. [...]

Contact Center Series: Contact Center Forecasting and Scheduling

By |2020-03-30T15:31:06+08:00February 21st, 2020|Categories: Contact Center|

Contact Center forecasting and scheduling ranks as one of the most misunderstood disciplines in the Contact Center industry. I have observed operations in utter chaos and in the worst case scenario, grind to a halt from under or over utilization of the staff and attrition rates. This article will attempt to clarify proper approaches and the [...]

Sales Success in a Recession

By |2020-03-30T18:16:34+08:00February 20th, 2020|Categories: Sales Approach|

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 success as a sales person depends on you!Here’s the truth of it all - If you think it’s bleak, you’re right! [...]

[Part 2] Contact Centers: Beauty or Beast?

By |2020-03-30T15:18:11+08:00February 19th, 2020|Categories: Contact Center|

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, Quantity and Quality. In the contact center industry, technology and methodology are abundant and most operations will already have their respective [...]

[Part 1] Contact Centers: Beauty or Beast?

By |2020-03-30T14:44:55+08:00February 17th, 2020|Categories: Contact Center|

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 industries; whichever you may belong to. The beauty of it is your customers can request and receive service at the touch [...]

[Part 2] Service Recovery Fundamentals

By |2020-03-30T14:49:22+08:00February 15th, 2020|Categories: Article|

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 in the successful execution of service recovery. Apologize – Apologize for the mistake or error that had transpired but make sure [...]

[Part 1] Service Recovery Fundamentals

By |2020-03-30T14:54:36+08:00February 10th, 2020|Categories: Article|

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 is it that makes service recovery such an enigma? Why is it so important? When will organizations realize the importance of [...]

Learning to Unlearn

By |2020-03-30T14:50:19+08:00February 5th, 2020|Categories: Uncategorized|

“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 by academics to describe what needs to be done prior to learning something new but what does “unlearning” entail? The American [...]

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

By |2020-03-30T14:51:21+08:00February 3rd, 2020|Categories: Contact Center|

Over 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 area of [...]

Contact Center Series: Decreasing Contact Center Costs

By |2020-03-30T14:52:22+08:00January 29th, 2020|Categories: Contact Center|

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 correspond with the [...]