Managing Contact Center Crises - by Ken Ng

Communication conflicts are common occurrences in an active contact center environment. A contact center personnel cannot escape the daily dealings of customers who possess diverse backgrounds, diverse opinions and ultimately, diverse communication styles. The potential differences between the personnel and his/her customer may lead to unwanted hostility in their communication, which may then lead to the customer interpreting the conflict as a negative service experience.

No contact center manager or personnel would ever want to come across such uninspiring feedback. Often times when such situations arise, the contact center manager is left with no further options but to foot the blame and responsibility; especially when his/her personnel is to be faulted. The manager is without doubt, responsible for the performance and competency of his/her subordinates.



Our Certified Contact Center Manager Program responds to this common alibi in contact center environments. We are providing Managers across the industries with a comprehensive eye-opener into the international best practices of contact center management and the most effective tactics to deal with volatile customer situations.


Our details are as below:

Program Title: Certified Contact Center Manager

Date: 8th - 10th April 2008

Venue: JW Marriott Kuala Lumpur

Contact: Mindie Sai (03-77282623, mindie@atcen.com).


Further program information can be retrieved from http://www.atcen.com/

Death of the Malaysian Service Culture – by Ernie Chen

As a true blue Malaysian without a pinch of biasness, I can safely vouch that the local service quality is average at best. It is very rare these days to receive what we surmise as “excellent” service. Most of the time, the level barely exceeds the “mediocre” line.

One too many times before, I have seen myself being re-directed from one clerk to another just to end up back at Square One. My usual shopping routines are constantly disrupted by sour faces and monotonous voices that have brought me to conclude that there is simply NO HOPE for improving the service culture here in Malaysia.

The primary reason for a customer service officer or a telemarketer to attend patiently to their customers’ requests is because great service generates great returns. How do you expect to achieve your determined targets without even trying to appeal to potential customers? You are the bearer of the first impression; and if that first impression fails to appeal, it is time to step back and make a crucial review.

So how do we pinpoint the element that is lacking in the Malaysian service culture? Only an oblivious tourist may not be able to. Staring us point blank in the face is the unmoving fact that the local service sector does not care for owning the proper work attitude. It is about time for them to undergo some much needed training.