CAPACITY BUILDING
CAPACITY BUILDING
Managing a successful business in any industry requires continuous improvement and enhancement of the company strategy and processes. ATCEN provides hands-on capacity-building services that help companies develop and optimize their business.
We pride ourselves on delivering a high level of Customer Experience. We believe in being partners with our clients in creating the organization's objectives. We work hand-in-hand with your staff to transfer knowledge, create ownership, accountability, and internalize the project's core purpose.
Organization
Strategic Renewal
Industry Revolution 4.0 and Post-Covid Direction for the organization
We will support you by developing, clarifying, and renewing your organizational direction.
A clear direction creates purpose, which ignites the soul within the organization. With soul, passion is born, and this drives agility and performance at every level.
Inquire how we can assist the renewal of the SOUL and PURPOSE for you. Prepare your organization for a new era of Collaboration and Connectivity.
Services include:
• Vision, mission, values renewal
• Organization direction setting
• Transformation to the Service mindset
• Transformation to the Digital mindset
• Leadership transformation road map.
Our clients: AIR Selangor, Etiqa, KWSP, Bacfree, SWIFT Asia Pacific, Penang Skill Development Centre.
Enterprise Customer Experience Transformation
Change your Customer Experience for clear revenue generation & sustainability
Your customer impression is the catalyst to your organization’s success; providing the right Customer Experience (CX) is quintessential to the heart of the business. To be competitive, we must encourage customer advocacy and provide exceptional customer experiences.
We will conduct a holistic, unbiased understanding of your business challenges and provide in-depth solutions to improve your organization customer experience engagement with your customers.
Services include:
• CX strategy
• CX roadmap and blueprint
• CX performance management mapping
• CX strategy implementation
• CX initiatives sustainability
Our clients: Bank Negara Malaysia, Hong Leong Bank, CIMB, Commerce Assurance, Grab, MAA, SP Setia, ARB, Kenanga Investment Bank, KWSP
Contact Interaction Centre
Future-Proof
Raising the level of Contact Interaction Centre to serve all
The Contact Centre is transforming Customer Experiences at a terabit rate. Your Contact Centre is expected to be omni-channel and able to conduct the A-Z of customer wants. Ensure that your customers are able to engage with you whenever, wherever on whatever.
Our dynamic team of Contact Centre practitioners are able to provide the support you need to develop customer-centric vision that epitomizes operation effectiveness and efficiency.
Services include:
• KPI development
• Customer journey mapping
• Interaction quality monitoring
• Webchat & chat bot development
• People development Plan
Our clients: AmBank, ASTRO, Bank Islam, Bank Rakyat, Celcom, Dell, Etiqa, Hong Leong Bank, KWSP, Maybank Group Contact Centre, Nokia, VADS