Contact and Customer Interaction Centre
“The Contact Centre is the HEART of CX strategy; not leveraging on it is akin to losing the lifeline of customers.” – Ken K. Ng
Raising the level of Contact and Interaction centres to deliver the distinct CX to the empowered customer
The Contact Centre has evolved and in the age of digitalization, technology is transforming customer experiences and expectations at a terabit rate. However, managing the digital and human divide is a tricky one as customers have not fully evolved into the fully digital citizen. This is where Contact and Interaction centres have to understand what are their customers’ desire for service to day and the future.
ATCEN’s Contact Centre Consulting services specialises in providing a series of services to Contact Centres that are wanting to transform their operational environments.
We work with our clients to develop and execute effective strategies and operational plans which maximise contact centre revenue, improve customer experience, minimise cost and improve operational performance.
Our dynamic team are Contact Centre practitioners with experience spanning over 2 decades. From the introduction of basic telephony call centres to the Omni Centre of today, our team are able to provide the support you need to develop a wide customer centric vision that epitomizes spending efficiency in investing in the right areas.
Inquire with us on how we can help you develop your contact centre that is suitable for the demands of today and the future.
Our Contact and Customer Interaction Centre services include:
- Centre building projects
- Strategy development
- KPI development
- Centre process mapping and enhancement
- Customer journey mapping
- Interaction quality monitoring enhancement
- Web chat & chat bot development
- Centre wide people development
Our clients: AmBank, ASTRO, Bank Islam, Bank Rakyat, Celcom, Dell, Etiqa, Hong Leong Bank, KWSP, Maybank Group Contact Centre, Nokia, TM, VADS