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Northern Corridor Implementation Authority (NCIA)
A 3 days and 2 nights global youth program is happening soon from 7th – 9th August 2009. It will involve 120 teenagers from Perlis, Kedah, Penang and Northern Perak and will be conducted in Nur Bukit Hijau, Kedah.
PDS Resort will be filled with students from Cyberview’s train and place program from August 10th -12th as are they are going to experience a G.R.E.A.T Teambuilding Program.
Facilitating in Experiential Learning and Development has become important tools for facilitator to transfer learning experiences more effectively and creatively to the participant. This program specifically looks into understanding of facilitation skills,
30 participants from IBM will experience the time of their lives at this upcoming teambuilding organized by Training Touch from August
This 2-Day Training Needs Analysis and Evaluation workshop focus on the areas of learning development that are necessary to be in place for training effective and organization success. This step by step training needs analysis and evaluation workshop looks into developing a comprehensive training needs analysis and training evaluation system that systematically identifies the knowledge gap in the organization, how to close the gap and evaluate the training effectiveness.
The program is designed to provide the best practices in the market right and real time experience to prepare the participants to excel in the Customer Service and Administration arena. This is especially important in today’s economy situation as to maintain relationships with customers, grow new ones and gain better share in the market.
This 2-day workshop introduces managers and supervisors to key elements and practical techniques associated with effective complaint and difficult staff and peer management. The workshop consists of modules that enlighten participants on their role and importance of professionalism when managing difficult staff and peers.
The CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams.
This workshop is for the business executives who deal and communicate with people from different backgrounds at the work related environment. It introduces the participants on the many ways in which the English language can be used for conducting business related functions more effectively and efficiently in the business environment.
The Managing Difficult Customers Workshop and Service Recovery Essentials looks into outcomes where a customer is irate and has become difficult. This workshop explores situations service professionals face every day and how to manage irate customers without affecting performance and salvage the customer relationship and in the process enriching it with powerful Wow! Service Recovery actions.
The Contact Center Inbound Tele-Skills Workshop introduces contact center professionals to the essential and fundamental soft-skills elements associated with superior Telephone Customer Service.
This workshop introduces participants on how to send precise and concise written messages for business purposes. It is focused on how English can be used effectively in the business writing areas and how maximum results can be achieved by using the right tone of language when writing.
Behavioral Interview is a process to determine if a candidate is suitable for a particular job position. While a right choice can bring many benefits, a wrong choice will incur only headaches and pain. Hiring the right person is therefore critical to improving competitiveness and efficiency. Customer Service Mindset & Attitude Workshop
The Customer Service Mindset & Attitude workshop is a personal development workshop that seeks to change the mindset and behaviors of service individuals to be more friendly and welcoming to customers. This workshop also consists of modules that share with participants the effective service management skills such as understanding customer needs and relationship development strategies. It takes a critical look at the importance of customer relationship management to exceed customer delight.
Be it individuals new to the world of unlimited earnings or experienced sales professionals who already have a proven sales record and possesses the required talent and sales experience, this sales clinic will fine-tune and polish those skills to take them to the next level of performance.This sales clinic will provide additional tools, ideas and different approaches like establishing and maintaining the required mindset for success, a Dragon-like aggressiveness, improved questioning techniques, creating sales opportunities, creating verbal buying cues, customer pleasing objection handling and many more.
The workshop introduces sales professionals to have winning attitudes together with performance enhancement strategies so that they will have the confidence and certainty to break through any limitations.
The sales professionals will also learn the psychology of people buying behaviors and the most powerful persuasion and influence strategies from top income producers worldwide. This ensures they will consistently and continuously deliver desired results.
This program provides leaders and brand executives an encompassing understanding of the world of branding in an experience based environment. This program is both conceptual and hands-on brand development based.
Developed for contact center management teams, this is a comprehensive program that provides exceptional insights into the challenges of day-to-day contact center operations management focusing on People, Process and Technology.
This workshop is specifically designed and developed for Contact Center Inbound Professionals. The workshop will use relevant examples from the contract center environment to enhance the skills of the participants.
Essential Communication Skills is a two-day training workshop that assists you to express yourself more effectively to others. With the enhance communication skill you will then have greater influence and appear more confident in front of others.
The CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Most importantly, this program will provide Team Leaders with the fundamental bridging skills between the agent and the Team Leader.
This workshop was developed for non-financial managers in any functional area of responsibility in any industries. This workshop will significantly increase non-financial managers’ financial literacy by better understanding how the financial statements assist in the assessment of the financial health and budget management of the organization.
This workshop will provide greater confidence to non-financial managers by imparting to them better knowledge of business financials and business risk management. The workshop will also focus on financial statements navigation, assessment of the organization financial health and the management of budgets.
As a leader today, it is essential that you be seen in action at all times. Action Leadership will equip you with the strategic know-how to best radiate an immense aura of influence. Some of the qualities that are essential to address the tough leadership issues in real-time are holding people accountable for deliverables, managing performance, giving constructive feedback and addressing attitude problems. This workshop is for Leaders who demand performance and is not afraid to step on the toes of others to get there.
In today’s Experience Economy, Event Management has become a marketing communications tool to enhance the organization’s image, brands, customer loyalty, teamwork and business growth. To ensure any event is well executed and accomplishes the specific objectives set, the entire planning and management of the event requires lots of effort. This workshop is designed to provide practical ideas,techniques, and principles that enables the participants to understand the whole process of organizing a successful event.
The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone.
The workshop specifically looks into the understanding of the Experiential Learning process, how to extract high levels of effectiveness in all forms of content delivery, creative and dynamic facilitation skills, the benefits in facilitation, the secrets of facilitation, techniques, do’s and don’t in facilitation, transference of learning and adult learning styles.
This 2-day workshop introduces managers and supervisors to key elements and practical techniques associated with effective conflict management.
Even though most communication today is verbal or pictorial, the need for the black and white has not lost its significance. The stroke of a pen is indeed mightier than any sword.
This workshop focuses into how to send precise and concise written messages in a professional manner that the receiver will understand.
Account Management has evolved in the New Economy from selling products to managing relationships. This workshop introduces service professionals to the essential elements associated with superior account management and senior executive selling strategies.
Kursus Kemahiran Kepimpinan yang Berkesan ini ada menyediakan penyelesaian masalah yang telah terbukti keberkesanan nya, dengan menggunakan alat bantuan dan kemahiran yang terbaik untuk memantapkan lagi kemahiran pengurusan dan kepimpinan seseorang pemimpin.
This workshop will show you how delivering a powerful presentation is about practice and following certain techniques. Using these techniques delivers interesting and entertaining presentations persuasively will be easy. Ultimately expanding your influence and winning the audience over.
The Managing Difficult Customers Workshop introduces the participants to the elements of dealing with difficult customers. The workshop consists of modules that emphasize on the need to create a branded customer experience for customers. Furthermore it shares more advance skills such as performing service recovery and techniques to deal with challenging customers. The workshop modules focus on elevating participants’ understanding on their roles and contributing factors towards the success of the company.
Call quality monitoring refers to the process of listening to or observing an agent’s phone conversations or other multimedia contacts with customers to establish and evaluate the quality of the interaction. This workshop delves into the necessary elements in understanding, designing, implementing and managing a call quality management program to ensure consistent, high quality sales/service information accuracy, call management and great customer experience.
This Workshop is designed for recently appointed Managers. It is presented in two parts, beginning with the personal development skills needed for the new manager and thereafter proceeding to the management of others. Using real world scenarios it covers the skills required to make the adjustment from working alongside colleagues to managing and motivating them to work with you as the boss. It also includes appropriate attitude when dealing with employees, making a positive first impression, gaining respect as a new manager, and maintaining control to enhance productivity.
Kursus Pengurusan Pelanggan Sukar memperkenalkan peserta kepada elemen pengurusan pelanggan. Kursus terdiri dari modul yang menekankan pada kepentingan untuk menciptakan penjenamaan pengalaman perkhidmatan pelanggan. Ianya juga meninjau pada kemahiran tinggi dalam pengendalian pemuliharaan perkhidmatan dan teknik untuk berdepan dengan pelanggan yang sukar. Modul kursus juga memfokuskan
pada peningkatan pemahaman peserta pada fungsi dan sumbangan mereka pada kejayaan organisasi.
This practical workshop sharpens the participant’s skills to be more effective and efficient in their collection process. It shares with the participants the mindset of defaulters and to be solution centric with them.
Participants will learn to collect from different types of customer, how to manage their excuses and persuade them to pay earlier.
ATCEN Wealth Intelligence is offering a FREE 1 hour seminar on 'The 3 Wealth Creation Strategies for Investors'. This will be conducted by none other than ATCEN's Wealth Intelligence Maestro, Jonathan Quek. It will be from 8pm - 9pm on 22nd July 2010 at ATCEN Learning Centre, Damansara Perdana. For more info, kindly email Anisah at anisah@atcen.com. Click here to understand more about ATCEN Wealth Intelligence.
This workshop specifically looks into the coaching and mentoring techniques and applications that have been proven effective to the current employee and workplace environment. To further develop managers with the essential skills required to coach and mentor, this 2-day workshop will provide a hands-on fully interactive session to utilize skills learnt with immediate feedback on coaching and mentoring improvement areas.
Designed specifically with the Technical Support professional in mind, CHDP offers the skill sets necessary for him/her to better adapt and perform in a technical support environment. The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone.
This workshop is designed to provide practical ideas, techniques, and principles that enable the participants to understand the whole process of integrated brand, PR & event management.
This workshop highlights what we must do before the interview, during the interview and after the interview, such as developing the questions we want to ask and knowing the responses we are looking for. This workshop takes the behavioral interview even further with a discussion of interviewers’ critical skills and the use of objective evaluation. Certified Call Quality Management Program
Call quality monitoring refers to the process of listening to or observing an agent’s phone conversations or other
multimedia contacts with customers to establish and evaluate the quality of the interaction.In contact centers, this is the most effective method for improving agent skills, motivation levels and the overall level of
service delivery within the operational calling floor.
Executive to Manager - The Transition
This Workshop is designed for recently appointed Managers. It is presented in two parts, beginning with the personal development skills needed for the new manager and thereafter proceeding to the management of others. Using real world scenarios it covers the skills required to make the adjustment from working alongside colleagues to managing and motivating them to work with you as the boss. It also includes appropriate attitude when dealing with employees, making a positive first impression, gaining respect as a new manager, and maintaining control to enhance productivity.
The CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Most importantly, this program will provide Team Leaders with the fundamental bridging skills between the agent and the Team Leader.
This workshop is an intensive, comprehensive and hands workshop that provides trainers master skills and techniques to develop a dynamic all-round trainer, facilitator and professional speaker. Facilitated by 3 renowned International Master Trainers to both Multinationals and Large Conglomerates, this is a MUST attend Certified Train the Trainer workshop from Western Kentucky University, USA.
The program will provide leaders and brand executives an encompassing understanding of the world of branding in an experience based environment. This program is both conceptual and hands-on brand development based.
Developed for contact center management teams, this is a comprehensive program that provides exceptional insights into the challenges of day-to-day contact center operations management focusing on People, Process and Technology.
Organizations hire fresh graduates all the time. However many graduates start work in an organization
This workshop is a practical, down-to-earth guide to create documents that really work, whatever your
The knowledge professional today, works in a fast-paced and demanding environment. With the need to
continually develop and groom these professionals in their technical and behavioral competencies, organizations
are utilizing coaching to communicate, motivate, discipline and enhance their knowledge and skills. Likewise,
mentoring is being introduced to provide life and career guidance. Certified Contact Centre Professional Program
As Contact Center Operations increases in complexity, the roles and responsibility of Contact Center The 8 Critical Skills of a Successful Manager Workshop
This workshop provides proven solutions, workable tools and the essential skills to develop the critical skills of a successful manager. The participants of this workshop will learn how to lead a high performance team by learning how to delegate their responsibilities, empower their staffs, motivate their staff and coach them if necessary. They will have all the essential skills necessary to lead their team to success. Dragon Selling Skills Workshop
The Dragon Selling Skills is an intuitive approach to selling utilizing results focused and efficient sales
approaches to maximize any sales interaction. This workshop specifically looks into highly beneficial customer
focused sales techniques and applications. We hone and sharpen sales professionals to the essential
elements associated with superior and proven sales techniques and strategies. Advanced Preventive Maintenance Workshop
The course shows and explains how to select and use
preventive maintenance strategy and methods that means your
operation has zero breakdowns, steady production at maximum sustainable capacity, production equipment that makes first-pass quality
product, excellent plant availability, high equipment reliability, maximum energy efficiency from operating equipment, ever falling maintenance costs and condition driven continual improvement.
Management Skills for the Administrative Professionals
Certified Help Desk Professional Program
The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone. The Executive Transition Workshop
Organizations hire fresh graduates all the time. However many graduates start work in an organization totally unprepared for the realities of the workplace. This program serves to prepare young graduates for the workplace. It creates and builds greater awareness on how the organization operates, thinks, operates and conducts itself.
The participants will also learn what management expects from them, how to deal with their colleagues, communicate with their boss and manage themselves towards organization as well as personal success. Powerful Presentation Skills Workshop
Doing presentations is a common task for most Executives today. Whether it is to the Boss, the Client or to
Colleagues, this is a task that all Executives want to excel in. A good presentation will get the approval, close
the deal and receive the recognition. However for many doing a presentation is a dreaded affair as they do not
know what to do. Contact Centre Inbound Tele-Skills Workshop
The Contact Center Inbound Tele-Skills Workshop introduces contact center professionals to the essential and fundamental soft-skills elements associated with superior Telephone Customer Service. Effective Business Writing Skills Workshop
More and more of us have to write at work, and we are expected to write well. Clear, succinct, and
useful documents are essential to effective communication in any organization, and creating them is a
vital skill. However are the documents we write really sending messages across and are they getting
the results we want? Certified Contact Centre Team Leader Program
The Certified Contact Center Team Leader Program (CCCTL) is developed for contact center middle
management individuals. The Team Leader forms the crucial link between operations, management
and agents. These individuals face high levels of stress and are usually promoted based on the fact
that they were high performing “Super” agents. However, not all individuals are natural leaders and
may not have the proper skills to transform themselves from a highly stressed position to
exceedingly successful performance. Event Management Workshop
In today’s Experience Economy, Event Management has become a marketing communications tool to enhance the organization’s image, brands, customer loyalty, teamwork and business growth. To ensure any event is well executed and accomplishes the specific objectives set, the entire planning and management of the event requires lots of effort. This workshop is designed to provide practical ideas,techniques, and principles that enables the participants to understand the whole process of organizing a successful event. Essential Communication Skills Workshop
This highly practical and interactive course will focus on enhancing your verbal and non verbal
communication. This is to ultimately ensure that you are utilizing all possible channels of communication
to transmit your messages clearly and effectively. At the end of the workshop you would have
developed a greater flair in communicating and learnt how to use your own personal style for maximum
effect. Personal Branding and Powerful Influencing Skills for Leaders Workshop
This worskhop aims at introducing the participants to the opportunity of understanding leadership as a process of
communication, dialogue, influence and persuasion. In order to influence followers effectively and correctly,
organizational leaders need to first be able to brand themselves correctly, adopt certain communication skills for
winning and bring forth their vision with passion. Energy Efficiency and Optimization for Process and Power Plant
The program is designed to explain the concepts of energy
efficiency optimization with appropriate examples. At the end of
this program, participants will be able to appreciate the role of
energy efficiency optimization and it’s practical applications in
terms of energy savings, reduction in utility bills and increased
profit margin without loss of production quantity and quality. Certified Train the Trainer Program
The workshop specifically looks into the understanding of the Experiential Learning process, how to extract high levels of effectiveness in all forms of content delivery, creative and dynamic facilitation skills, the benefits in facilitation, the secrets of facilitation, techniques, do’s and don’t in facilitation, transference of learning and adult learning styles. Certified Contact Centre Professional Program
This certification program certifies customer contact professionals on the essential soft-skills
elements associated with superior telephony sales and service management. The program consists
of modules that teach participants essential skills such as communication, call management, call
courtesy, call accuracy, professional customer service & selling principles and concepts. This
program certifies that the participant has the relevant skill set to service and sell to customers.
Effective Supervisory Skills Workshop
Today’s executives and supervisors have an abundance of technical knowledge. They can do linear
programming problems, calculate a discounted rate of return, develop a sophisticated marketing
plan, and crunch numbers on a computer spreadsheet. They are technically solid due to their
education but many lack the interpersonal and social skills necessary to manage people.
The particular focus of this seminar is to help you identify, develop The Art of Negotiation Program
The Art of Negotiation workshop is specially designed to equip individuals with the necessary knowledge and skills for
successful negotiations through persuasive communications. It seeks to expose participants to the intricacies of
negotiation in sales, purchasing situations, business negotiations and at the workplace with colleagues.
The ultimate aim is to enable the participant to be more successful negotiators individually by gaining leverage on
preparation, understanding self and assessment of negotiation opponents. Certified Call Quality Management Program
This workshop delves into the necessary elements in understanding, designing, implementing and managing
a call quality management program to ensure consistent, high quality sales/service information accuracy, call
management and great customer experience. The Power of 360 Branding Workshop
Every single organization hasits own personality, its own identity, its own set of characteristics.
As the business landscape gets increasingly competitive, it's more important than ever to brand
your organization by clearly conveying your organization's focus, credibility, and unique contributions.
The program will provide leaders and brand executives an encompassing understanding of the world
of branding in an experience based environment. Problem Solving & Decision Making Workshop
The workshop’s approach is practical and flexible. Although problems come in all different shapes,
sizes, and categories, you don't have to reinvent the wheel for each one. The 8 Critical Skills of a Successful Manager Workshop
This workshop provides proven solutions, workable tools and the essential skills to develop the
critical skills of a successful manager. The participants of this workshop will learn how to lead a high
performance team by learning how to delegate their responsibilities, empower their staffs, motivate
their staff and coach them if necessary. They will have all the essential skills necessary to lead their
team to success. Certified Help Desk Professional Program Workshop
Soft skills based, this certification identifies professionals that have reached an essential standard of customer
service competency in dealing with customers over the phone in a technical environment. Designed specifically
with the Technical Support professional in mind, CHDP offers the skill sets necessary for him/her to better adapt
and perform in a technical support environment. Managing Difficult Customer and Service Recovery Workshop
The Managing Difficult Customers Workshop introduces the participants to the elements of dealing with difficult customers. The workshop consists of modules that emphasize on the need to create a branded customer experience for customers. Furthermore it shares more advance skills such as performing service recovery and techniques to deal with challenging customers. The workshop modules focus on elevating participants’ understanding on their roles and contributing factors towards the success of the company. Certified Contact Center Manager Program
Developed for contact center management teams, this is a comprehensive program that provides exceptional insights into the challenges of day-to-day contact center operations management focusing on People, Process and Technology. ATCEN OutLoud Ladies Conference 2011
ATCEN OutLoud Ladies Conference 2011 is targeted at the educated, successful, well travelled and high
flying executives in the corporate environment. It is designed specifically to address the issues face by them in
work and personal life. Unlike their mothers in last generation, the woman today grew up in an era of high
inflation, higher education, equal rights and opportunities; through their diligence and hard work, they have
carve out successful careers for themselves. Powerful Presentation Skills Workshop
This workshop will show you how delivering a powerful presentation is about practice and following certain
techniques. Using these techniques delivers interesting and entertaining presentations persuasively will be
easy. Ultimately expanding your influence and winning the audience over..
This conference and Workshop promises an interesting array of topics by the industry experts. Discover new technologies & ideas in overcoming the challenges faced in managing non-revenue water effectively and improve the operating profits for all in the water industry and thus improving the financial efficiency, capital and operational funding of an organization. Presentations include lively discussions and case studies of effective non-revenue water management in Malaysia. Communication @ Work Workshop
This highly practical and interactive course will focus on enhancing your verbal and non verbal
communication. This is to ultimately ensure that you are utilizing all possible channels of communication
to transmit your messages clearly and effectively. At the end of the workshop you would have
developed a greater flair in communicating and learnt how to use your own personal style for maximum
effect. Certified Contact Center Team Leader Program
The CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Coaching and Mentoring for Performance Workshop
This workshop specifically looks into the coaching and mentoring techniques and applications that have been proven effective to the current employee and workplace environment. To further develop managers with the essential skills required to coach and mentor, this 2-day workshop will provide a hands-on fully interactive session to utilize skills learnt with immediate feedback on coaching and mentoring improvement areas. Effective Business Writing Workshop
Even though most communication today is verbal or pictorial, the need for the black and white has not lost its significance. The stroke of a pen is indeed mightier than any sword. This workshop focuses into how to send precise and concise written messages in a professional manner that the receiver will understand. Attitudes for Personal Excellence Workshop
Achievements happen when employees as individuals embody the external achievements. You don't 'get' success.
You become successful. When the employees no longer find joy and meaning at work, no amount of skills taught can
be applied. People cease to perform when their attitudes and believe system have taken a negative turn. The
question of how to change the attitude of people is the most common question on the minds of every person in a
management position. How do I change or improve the attitude of my team members? The answer lies in the mind.
The mind controls the attitude of a person. When and if we address mind and Master it, attitudes. Perceptions and
habits are bound to change. Key Account Management and Selling to Senior Management Workshop
Account Management has evolved in the New Economy from selling products to managing relationships. This workshop introduces service professionals to the essential elements associated with superior account management and senior executive selling strategies. Executive to Manager - The Transition Workshop
This Workshop is designed for recently appointed Managers. It is presented in two parts, beginning with the personal development skills needed for the new manager and thereafter proceeding to the management of others. Using real world scenarios it covers the skills required to make the adjustment from working alongside colleagues to managing and motivating them to work with you as the boss. It also includes appropriate attitude when dealing with employees, making a positive first impression, gaining respect as a new manager, and maintaining control to enhance productivity.
The Executive Transition Workshop
This program serves to prepare young graduates for the workplace. It creates and builds greater awareness on how the organization operates, thinks, and conducts itself. The participants will also learn what management expects from them, how to deal with their colleagues, communicate with their boss and manage themselves towards organization as well as personal success.
Business & Brand Mastery Program
The Business & Brand Mastery Program is a powerful program designed to provide SME Business Owners & Corporate Leaders with dozens of practical ideas, strategies, knowledge and tools that will enable them to grow their business, increase sales revenue, reduce cost and triple their business profits.
Supply Chain Management Overview Workshop
This Supply Chain Management Overview Workshop provides the framework for business to understand and implement sound
Supply Chain Management practices in their organization. The workshop will cover the areas such as procurement, logistic,
warehousing and inventory management. Assertiveness & Conflict Management Workshop
This 2-day workshop introduces managers and supervisors to key elements and practical techniques associated with effective complaint and difficult staff and peer management. The workshop consists of modules that enlighten participants on their role and importance of professionalism when managing difficult staff and peers. Prioritization & Time Management Workshop
This workshop specifically look into the key concept about time management and its impact
on results and productivity, determining key tasks and establish priorities, eliminating time wasters and conquer procrastination, developing better verbal, listening, questioning skills, observing good time management and success in our jobs and careers, and formulating a time management action plan.
Certified Contact Center Coach
This program focuses on the end to end process of conducting coaching within the contact center
environment. It provides a comprehensive platform to re-evaluate and enhance your coaching process and
build on it to further strengthen the quality and productivity of the contact center personnel.
Management Skills for the Administrative Professionals
During this workshop, the participants will learn how to run a stellar office and stay in control, no matter how hectic the day becomes. Additionally, they will discover how to build personal credibility, improve their communication skills, deal with difficult people, manage negative situations and more. Powerful Tele-Collection Skills
This practical workshop sharpens the participant's skills to be more effective and efficient in their collection process. It shares with the participants the mindset of defaulters and to be solution centric with them.
Participants will learn to collect from different types of customer, how to manage their excuses and persuade them to pay earlier.
This workshop provides proven solutions, workable tools and the essential skills to develop the critical skills of a successful manager. The participants of this workshop will learn how to lead a high performance team by learning how to delegate their responsibilities, empower their staffs, motivate their staff and coach them if necessary. They will have all the essential skills necessary to lead their team to success. The Dragon Selling Skills Workshop
The Dragon Selling Skills is an intuitive approach to selling utilizing results focused and efficient sales approaches to maximize any sales interaction. This workshop specifically looks into highly beneficial customer focused sales techniques and applications. We hone and sharpen sales professionals to the essential elements associated with superior and proven sales techniques and strategies. Successful Business IT Transformation
The dynamic and continuous (r)evolution of technologies gives rise to boundless opportunities for organizations which are able to capitalize on it to create new business models and value propositions by meeting unmet needs, creating new markets, capturing converging markets or simply just doing 'things' better more efficiently and effectively. As IT becomes more and more strategic and embedded in our lives - be it via social networking services such as Facebook or mobile-banking applications on our iPhones and BlackBerrys, it's imperative that your organization is able to harness IT in creating sustainable competitive advantage. The New Executives
Organizations hire fresh graduates all the time. However many graduates start work in an organization
totally unprepared for the realities of the workplace. This program serves to prepare young graduates
for the workplace. It creates and builds greater awareness on how the organization operates, thinks,
and conducts itself
CSR : Engaging NGO for Greater Benefits and Results
Covering the identification of suitable NGO to collaborate with; to the design of program to a successful
engagement, , the participants of this workshop will learn how corporate-NGO partnership not only contributes
to company's CSR efforts and the goal of sustainable development, but ultimately increases the company's
competitiveness & financial bottom line.
This intensive, comprehensive and hands on workshop provides all the knowledge, skills and abilities for an individual to become a dynamic all-round trainer and facilitator. Facilitated by 3 renowned International Master Trainers to many Multinationals, this is a MUST attend Certified Workshop for trainers . The program is certified by Western Kentucky University, a state university from the USA. Communication @ Work
This highly practical and interactive course will focus on enhancing your verbal and non verbal communication. This is to ultimately ensure that you are utilizing all possible channels of communication to transmit your messages clearly and effectively. At the end of the workshop you would have developed a greater flair in communicating and learnt how to use your own personal style for maximum effect. Certified Contact Center Manager
Developed for contact center management teams, this is a comprehensive program that provides exceptional insights into the challenges of day-to-day contact center operations management focusing on People, Process and Technology. Transformational Leadership – Developing Tomorrow's Leaders Today
A major challenge in the business world is the need to groom talents to become effective managers and
leaders in a rapidly changing economy with a very mobile workforce. Organizations are constantly
competing for the best talents.
Even though most communication today is verbal or pictorial, the need for the black and white has not lost its significance. The stroke of a pen is indeed mightier than any sword. This workshop focuses into how to send precise and concise written messages in a professional manner that the receiver will understand. Energy Conservation & Energy Efficiency Management - Recent Projects Successfully Implemented in Malaysia
This practical workshop with numerous local case studies serves to share with the participants of the various initiatives that can be taken for their organization to be more energy efficient resulting in greater savings and higher results. Certified Help Desk Professional
The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone. Technical to People Manager – A Practitioner Guide
This unique workshop is designed for Technical/Engineering professionals to help them transition from a Technical role to a Management role; understanding and equipping themselves with knowledge and tools to be better managers and leaders. Managing Difficult Customer & Service Recovery
The Managing Difficult Customers Workshop and Service Recovery Essentials looks into outcomes where a customer is irate and has become difficult. This workshop explores situations service professionals face every day and how to manage irate customers without affecting performance and salvage the customer relationship and in the process enriching it with powerful Wow! Service Recovery actions. Certified Call Quality Management
This workshop delves into the necessary elements in understanding, designing, implementing and managing a call quality management program to ensure consistent, high quality sales/service information accuracy, call management and great customer experience. 8D Problem Solving Methodology
This course covers the skills and knowledge required to solve problems deriving from customer complaint using the 8D format. 8D is a systematic problem solving methodology that covers the actions required to address issues in-depth. WOW Customer Service
This workshop introduces professionals to the essential and interactive soft-skills elements associated with superior customer service and creating the distinct WOW customer experience. The modules in this workshop will introduce to participants highly effective interactive customer service skills for face to face encounters and communication over the telephone. Communication @ Work
Communication @ Work is a two-day training workshop that assists you to express yourself more effectively to others. With enhanced communication skill, you will then have greater influence and appear more confident in front of others. Certified Contact Center Team Leader
The Certified Contact Center Team Leader Program (CCCTL) is developed for contact center middle management individuals. The Team Leader forms the crucial link between operations, management and agents. Effective Supervisory Skills
The Effective Supervisory Skills Workshop provides proven solutions, workable tools and essential skills to develop the management and supervisory skills of a supervisor. The workshop is comprehensively developed to be practical in it's delivery to ensure that the supervisory practices the 5 key skill areas and project themselves to their subordinates as a role model. Certified Contact Center Professional
This certification program certifies customer contact professionals on the essential soft-skills elements associated with superior telephony sales and service management. The program consists of modules that teach participants essential skills such as communication, call management, call courtesy, call accuracy, professional customer service & selling principles and concepts. Certified Professional Trainer
This intensive, comprehensive and hands on workshop provides all the knowledge, skills and abilities for an individual to become a dynamic all-round trainer and facilitator. Facilitated by 3 renowned International Master Trainers to many Multinationals, this is a MUST attend Certified Workshop for trainers. Dealing with Difficult People @ Work
In any organization, it is common that there would be a certain individuals or group who would be challenging to deal with. This poses a challenge to most people as there are only two ways most people deal with this predicament – ignore them or fight head on. Both ways, the situation is never pleasant and more often than not it leaves one or both parties unhappy. This 2-day workshop introduces you to skills needed to manage yourself and the "difficult person" better. Masterclass Training on Employment Law Workshop
This workshop is designed to take you step by step through the employment act in areas that would have the most impact on day to day operations in terms of managing your workforce such as drafting an employment contract right up to termination of an employee – employer relationship. Certified Contact Center Coach
This program focuses on the end to end process of conducting coaching within the contact center environment. It provides a comprehensive platform to re-evaluate and enhance the participants coaching effectiveness and build on it to further strengthen the quality and productivity of the contact center personnel. Effective Business Writing Skills
This workshop is a practical, down-to-earth guide to create documents that works, whether composing a quick two-line e-mail, or constructing a full-page letter, this workshop will provide you the knowledge, skills and confidence to write well at work. Certified Contact Center Team Leader
The Certified Contact Center Team Leader Program (CCCTL) is developed for contact center middle management individuals. The Team Leader forms the crucial link between operations, management and agents. Personal Grooming & Business Etiquette
This workshop introduces the participants the key elements and techniques associated with projecting a professional image and business etiquette in the workplace. The selected modules encompass on the right image, grooming, business etiquette, dining etiquette; while emphasis is set towards the context relaying positive interpersonal communication for effective results. Key Account Management and Selling to Senior Management
The Key Account Management & Selling to Senior Management workshop introduces service professionals to the essential elements associated with superior account management and senior executive selling strategies. This workshop consists of modules that guide participants to learn crucial skills. Persuasive Tele-Collection
This practical workshop sharpens the participant's skills to be more effective and efficient in their collection process. It shares with the participants the mindset of defaulters and how to be solution centric with them. Participants will learn to collect from different types of customers, how to manage their excuses, obtain commitments and persuade them to pay earlier. Certified Call Quality Management
This workshop delves into the necessary elements in understanding, designing, implementing and managing a call quality management program to ensure consistent, high quality sales/service information accuracy, call management and great customer experience. Design, Operation and Maintenance of Centrifugal Pumps Workshop
This workshop delves into the necessary elements in understanding, designing, implementing and managing a call quality management program to ensure consistent, high quality sales/service information accuracy, call management and great customer experience. The New Executive
This program serves to prepare young graduates for the workplace. It creates and builds greater awareness on how the organization operates, thinks, and conducts itself. Inbound/Outbound Consultative Tele-Selling Skills
This 2 day programme revisits the concept of selling and introduces common sense techniques that are not so commonly practiced by sales people. The over-riding training objective will be to take what is common sense and put it into common practice. Participants will be equipped with working knowledge of the concepts, principles and skills that they will immediately be able to apply on the phone. Contact Center Conference 2012
Powerful Presentation Skills
This workshop will show you how delivering a powerful presentation is about practice and following certain techniques. Using these techniques delivers interesting and entertaining presentations persuasively will be easy. Ultimately expanding your influence and winning the audience over. Prioritization & Time Management
Time is elusive and waits for no one. It is always slipping away silently taking along with it our productivity. We all want to accomplish more in our work and lives and be seen as productive to our boss, colleagues and friends. Certified Contact Center Manager
The Contact Center Manager must possess leadership and operational skills in order to manage an efficient contact center. The operational skills would include goal setting, staffing, training & development and performance metrics. The Contact Center Manager needs to be knowledgeable in both technical and the softer aspects of people management. Successfully Negotiating, Drafting & Managing Service Level Agreements
This workshop shows you how they are increasingly being applied to all support services to ensure that service quality is aligned with business needs and provide good value for many. Both private and sector services are creating new, dynamic, responsive. 8D Problem Solving Methodology
This course covers the skills and knowledge required to solve problems deriving from customer complaint using the 8D format. 8D is a systematic problem solving methodology that covers the actions required to address issues in-depth. Certified Contact Center Trainer
The contact center environment is highly dynamic and everything from systems, processes to people undergoes change consistently. The need to keep up with these changes and the continuous training of agents old and new is the bulk of the contact center trainer's role. Business English Communication
This workshop is ideal for learners needing to understand and use Business English in their daily business. The most important aim of this workshop is to build the confidence of the person speaking English. Certified Help Desk Professional Program
The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone. Clerical Development Skills
The administrative and support staff is the backbone of any organization. It is therefore essential that their skills are sharp, they are motivated and they want to make things happen in the office. This ensures that pivotal tasks are performed well and completed on time. Leading to smooth business operations allowing for key objectives and goals to be achieved by all. Managing Difficult Customer & Service Recovery
The Managing Difficult Customers Workshop and Service Recovery looks into outcomes where a customer is irate and has become difficult. This workshop explores situations service professionals face every day and how to manage irate customers without affecting performance and salvage the customer relationship and in the process enriching it with powerful Service Recovery actions.
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