Ideas. Perspectives.
Practical Impact.

Today marks the second anniversary of when I first donned the headset and resigned myself to a life as a...

Zig Ziglar once said, “In order to achieve what you want in life, you must first help others in achieving...

Have you ever heard a doctor, after delivering a baby exclaiming, “Nurse, looks like we have another Leader born…” in...

Effective leadership training in Malaysia for businesses is essential for success. Companies that invest in leadership and management training see...

In today’s competitive business landscape, the importance of corporate team building in Malaysia cannot be overstated. Effective team-building activities enhance...

In today’s fast-paced business landscape, providing an exceptional customer experience (CX) has become paramount. Customer experience training equips employees with...

With the increasingly demanding role a contact center is playing in an organization, the responsibilities of the contact center agent...

The business world takes a downturn in activity.  Bright, colorful decorations adorn street lamps and shopping centers; the economy is...

The Brain Drain some countries face has seen much coverage in the mainstream media of late and is close to...

Call centers have come a long way in the last five years in terms of elevating the role and stature...

Contact Center managers are constantly focused on matrices. Unfortunately, this very same practice of scrutinizing the details of performance inevitably...

Corporations in every sector are spending more than ever before to improve their customer service levels. Every year they pour...

The primary reason for setting up a contact center is to create a conduit for you to have more personal...

Contact Center Forecasting and Scheduling ranks as one of the most misunderstood disciplines in the Contact Center industry. I have...

The typical Contact Center is ridden by daily challenges; service levels, call accuracy, service quality etc. However, by far the...

There’s been a lot of talk lately in the service industry about delivering Customer Experience or more affectionately referred to...

Something struck me on one of my business trips, warping through the portals of one airport after another. Service seems...

Customer Service, an element that is getting more and more attention these days. Local industries in various sectors are attempting...

There is one fundamental reason why organizations that find themselves unable to traverse the higher plain of service delivery. The...

Under the Human Resource Development Act 2001, it is mandatory for companies in the manufacturing and service sectors to contribute...

Whenever we conduct any Teambuilding, there are always common recurring challenges that make a group, not a team. Despite the...

When given with good intentions, feedback is a handy tool for personal and team improvement. However, feedback is a highly...

Feedback is a way to let people know how effective or ineffective they are. It also allows them to understand...

“Why do employees not welcome or resist coaching as part of performance management?” Unfortunately, in many circumstances, the word Coaching...

There are only two types of people those who can appreciate feedback and those unable to handle them. So which...

Employees today are highly sophisticated in their desires working for an organization. As a matter a fact, high-performance individuals are...

In many of the communications workshops, I conduct for Senior Executives, one of the most requested expectations from the participants...

Making conversations is part of our everyday life, and one of the biggest keys to showing confidence is in your...

A project has many stakeholders; however, the key person or group can determine success or failure. Therefore, even when the...

Any project is successful when it achieves its desired objectives. However,  to achieve these objectives, the stakeholders' expectations must be...

You gain, and you lose customers every day. Unfortunately, the sad fact is that the latter seems to be a...

Today, the word digital and technology appears everywhere, however, the organization strategy is still paramount. Only when the organization strategy,...

How are your sales people selling today? Customers today are bombarded with advertisements that offer all kinds of products and services,...

Sales is either an exhilarating career that adds meaning to your life, or a depressing job that drives you to...

Whether we like it or not, the emerging new economy will not be controlled by physical assets which is used...

The demands prospects have on sales professionals in today’s business climate is one that leaves nothing to be much excited...

Most sales and business development executives today will use cold calls as one of the standard modes of approaching new...

Selling is perhaps the oldest profession in the world and we have come a long way in terms of finding...

Many people are confused with the terms business development and sales. Business development is the effort to identify business opportunity...

First and foremost, you have to believe in your product/services so much that you can confidently sell it to anyone,...

You gain and you lose customers everyday. The sad unfortunate fact is the latter seems to be a more common...

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn,...

By ATCEN How are your sales people selling today? Customers today are bombarded with advertisements that offer all kinds of...

By ATCEN Business Executives always complain about 80/20 performance, where 80 percent of the sales are produced by 20 percent...

By ATCEN Organization which implements a Quality Management System (QMS) is required to carry out an Internal Quality Audit exercise....

By ATCEN Many organizations recognize the merits of quality. On the contrary, there are doubts and concerns on the success...

By ATCEN In the last article we shared that accepting feedback is a process that needs to be learnt. Likewise...

By ATCEN In the previous article we examine what is feedback. We ended with the message that feedback when given...

By ATCEN There are only two types of people in the world, those who are able to appreciate feedback and...

By ATCEN Classically, our learning style is force upon through life like this: In grades Kindergarten to 3, new information...

By ATCEN Adventure / Outdoor Education is an educational vehicle for self discovery and personal growth outside the traditional classroom...

By Ezinearticles It’s important for sales professional to research a little bit more into the above and I read a...

By ATCEN Experiential Education is not a newly discovered education system but it’s a life education system when an individual...

By Dessy Barnaby Part 1: Identifying the characteristic of Adult as learner. Adult learning was first pioneered by Malcolm Knowles;...

By Aneesa Alphonsus These are two questions I get asked at least three times a year. “Why don’t you write...

By ATCEN Human resource development is an important function in any organization, big or small. It motivates the staff and...

By Jeremy Lee You want to conduct training and development programs for your people, but the BOSS wants to see...

Petaling Jaya -: Endless efforts and government spending in the fight for Malaysian Unemployment; our government raised their concerns especially...

“Does your organization provide training to its employees?” The usual astounding reply will be, “Yes, it does.” Pose the question,...