Certified Contact Centre Quality Assurance Analyst (CCCQAA)

Certificate of Completion awarded by Western Kentucky University (USA)

• Create and enhance awareness of contact center quality monitoring
• Learn key concepts about quality monitoring
• Understand how quality monitoring is the key factor in determining the actual customer experience
• Manage individual development effectively

• The Evolution of Customer Service to Customer Experience
• Differences Between Customer Experience, Customer Relationship Management (CRM)  and Customer Service

• What is a Quality Monitoring Program?
• The Direct Impact of Quality of Interactions in Customer Experience Management
• Understanding the Concept of Quality Monitoring and the Distinct Customer Experience
• Balancing Quality, Cost and Customer Experience using Quality Monitoring
• The Benefits of the Quality Program
• Using the Quality Monitoring Program as a Performance Indicator

• Designing and Developing a Quality Monitoring Program
• Defining the Quality Monitoring Program Vision Mission and Objectives
• Identifying Documentation Required in a Successful Quality Monitoring Program
• Developing the Quality Monitoring Scorecard
• The Logic Behind Scoring Methodologies
• Identifying the Best Methodology for your Organization
• Management Support and Considerations

• Identifying the Right Analysts to Conduct Quality Monitoring
• Training Leaders, Facilitators and Quality Monitoring Teams
• Interaction Quality Monitoring Methodology for Call/Email/Web Chat to be Monitored

• The Best Practice Approaches to Monitoring
• Identifying Agent’s Areas of Strengths and Development
• Creating Alignment and Identifying Correlation Factors of Quality Monitoring Scores with Existing KPI’s
• Performance Managing Quality Monitoring Results
• Using Quality Monitoring Data as Performance Indicators

• What is Calibration?
• Understanding the Objectives of Calibration
• Mapping the Call Calibration Process and Planning
• Meeting Management Skills for a Call Calibration Session
• Creating you Calibration Scorecard

• What is Feedback and How It Works
• The Relationship and Differences Between Performance Monitoring and Feedback
• The Performance Management Principles in Interaction Quality Monitoring

• Principles & Qualities of an Effective Quality Coach
• The GROW Approach in Coaching and Tracking Performance
• Developing Communication Skills to Secure Buy-in

• Assessing the Readiness of Current Operations to Implement Quality Monitoring Program
• Creating Your Personalized Implementation Plan

Ken serves as Principal Consultant and leads the training team for The ATCEN Group - a leading regional service provider of people and organizational development consulting, human performance, education and events organising. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professional Association of America, a Certified Master Trainer from Western Kentucky University, USA and holds a BSc. in Marketing and Organizational Communication. Ken has been in the forefront of the Asian leadership and people development industry since the late-80’s and is many a time better known as the “Sifu” to his peers, colleagues, partners and customers.
Ken’s professional experience have led him to numerous positions in consulting and people development engagements at Multi-national Companies, Large Local Conglomerates and Government Link Companies regionally; he works extensively with Middle and Senior Management both in Asia Pacific and the United States.  It is with this exposure, he has developed and applied his skills as a visionary public speaker, sincere trainer and strategist to the benefit of his companies, clients, and community.
An entrepreneur and founder of service oriented organizations in Malaysia he has held key positions in many organizations such as CEO of Training Touch, CEO of Leadership Asia, Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting of the South East Asia and Asia Pacific region, consultant for Microsoft Malaysia’s MSN website to Marketing Strategist for the Kirby Company, USA and many more.
With more than 25 years of both platform speaking and training experience, Ken is a much sought after speaker and has been highly involved in providing strategic directions for the Asian customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. His experience in delivering engaging and captivating talks and speeches has inspired thousands.
A large amount of his time currently involves coaching individuals of senior level management to polish and develop their individual speech and speaking styles to persuade, influence and inspire audiences in business situations.  He is constantly engaged to develop ‘C’ level executives and senior management teams on enhancing confidence and control in their public speaking delivery.