Introduction
•The Evolution of Customer Service to Customer Experience
•Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service
Module 1: Introduction to Contact Center Team Leadership
•The Difference Between Leadership and Management
•The Nature of Contact Center Leadership Duties
•Creating Effective Contact Center Leadership Behavior
•The Team Leader Role in Customer Experience Management
Module 2: Developing Strategic Thinking Skills
•The Strategic Thinking Skills
in a Contact Center – Right/Left Brain Orientation
•Developing an Understanding of Daily Operations Performance (SLAs) and the Required Actions
•Prioritization – Where Am I Spending My Time?
•Strategy vs. Operations – Finding the Balance and levelling UP
Module 3: Developing Specific Behaviours to Manage Staff Relations
•Developing Supportive Leadership Skills
•Developing Mentoring and Coaching Skills
•The Guidelines for Recognition and Rewards in A Contact Center
•Communicating Supportively when Managing Poor Performance
Module 4: Developing Communication and Interaction Skills
•Communicating a Culture of Positive Reinforcement
•Developing Positive and Influential Verbal Communication Skills
•Developing Positive Non-verbal Communication Skills
•Getting to Know Your Team – Individual Focus on Team Members
Module 5: Performance Management and Disciplinary Skills
•Managing Conflict in Difficult Staff Situations
•Dealing with the Issue and Not the Personality
•Effective Disciplinary Actions in a Contact Center
•Developing Skills in Providing Performance Feedback
Module 6: Making Teams Work with Empowerment
•Identifying Attributes of Successful Performing Teams – Forming, Storming, Norming, Performing
•Motivating and Driving Your Team with a Collective Sense of Identity
•Creating a Sense of Purpose - Managing Gen Y and Z
•Team Happiness Plan – Developing a Team Happiness Plan Specific to Your Team
Ken Ng
Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University,
USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on
service, sales, marketing, contact centers and the customer experience in Asia Pacific. Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact
management industry through summits, congresses, conferences and knowledge sharing tradeshows. He is nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized
CRM & CCAM Annual Awards in the individual and operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects
of Contact Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork,
Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.
Ken first became involved with Contact Centers and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales, marketing
and collections for major service and sales operations. Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing
organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company,
USA and many more.