ATCEN | Articles

Articles

:: Branding

:: Contact Center

:: Consulting

:: Customer Service

:: Leadership

:: Marketing

:: Public Relations & Writing

:: Sales

:: Training

:: Experiential Education

:: Team Communication

Branding

The Malaysian Syndrome

Branding through Endorsement

A Brand Is A Memory

Branding vs Marketing

Branding Your Company's DNA

The Brand Strategy - Keeping the Brand Alive!

Branding Yourself

Articles

Contact Center

3 Special Benefits Every Customer Wants

Call Center Meeting Culture

I see You..You see me

Training in Contact Center

The Simple Truth of Customer Service

Contact Center People

Growth In the BPO & Contact Center Industry

Customer Service in Technical Support Help Desk: A Paradox Insurmountable

Contact Centers Beauty or Beast I

Contact Centers Beauty or Beast II

The Evolution of the Contact Center Agent

Contact Center Series: Contact Center Forecasting & Scheduling

Morning Prayers of Thanks for Contact Centers Customer Service Agents

Evening Prayers of Thanks for Contact Centers Customer Service Agents

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

Coach Me, Coach

Blog of Contact Center Agent

Quality Excellence in Contact Centers

Total Quality Service in Contact Centers (Part 1 of 2)

Total Quality Service in Contact Centers (Part 2 of 2)

The Common Pitfalls in Call Quality Monitoring Implementation

Call Quality Monitoring Program - Beyond Performance Improvements

The Importance of Processes in a Contact Center Operation

Certification Standards for Contact Centers

Contact Center Healthcheck

Call Quality - What to Measure?

The Power of Process Mapping to Improve Your Call Center

Basic Areas of Call Monitoring

What Do Contact Center Customers Want?

Articles

Consulting

The Dummies 6 Step Guide to Good CS

The Life Cycle of Customer Service: From Conception to Birth

Defining the Customer Experience

Service and the Holiday Season

Service Recovery Fundamentals Part 1

Service Recovery Fundamentals Part 2

Knowledge, Skills and Ability for the Service Professional (Part 1 of 2)

Knowledge, Skills and Ability for the Service Professional (Part 2 of 2)

Quality For Service Organizations

Winning in the NEW ECONOMY

New Economy, New Expectations

The New Workplace Realities

How's Your Organization Intellectual Capital (Part 1 of 2)

How's Your Organization Intellectual Capital (Part 2 of 2)

Measure What The Customer Wants (Part 1 of 2)

Measure What The Customer Wants (Part 2 of 2)

Positioning the Contact Center: What's Your Strategy? (Part 1 of 5)

Positioning the Contact Center: What's Your Strategy? (Part 2 of 5)

Positioning the Contact Center: What's Your Strategy? (Part 3 of 5)

Positioning the Contact Center: What's Your Strategy? (Part 4 of 5)

Positioning the Contact Center: What's Your Strategy? (Part 5 of 5)

Human Performance Management and Development in Contact Centers - The Total Quality Approach

Achieving Performance Optimization with Human Quality Measurement

Articles

Customer Service

The Missing Link

The Power Of Customer Experience

Internal Customers

Customer Satisfaction Levels: Prevention or Cure?

Who Lost Your Customer? Part 1 of 2

Who Lost Your Customer? Part 2 of 2

Complaints: L.E.A.R.N from Every Experience

Telephone Greetings: The First Step to Customer Service

My Name Is Not Sir or Ma'am

Understanding The Customer Experience

Satisfaction Guaranteed

What Is Service Quality?

Service Recovery: Save a Customer, Save Some Jobs...

Telephone Greetings: The First Step to Customer Service