Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Teck Heng Wang - Blog

Page: 1 | 2

Contact Centre Basics - How many evaluations is really enough?

Its a basic question but its time as contact centre managers and directors, we need to ask ourselves this question.

Enough is again subjective. Enough from whose viewpoint? Agent? Organisation? Statistics?

So what happens to all that evaluations....Coaching most likely, are there sustainable improvements? Is it a mere tool to drive agent behaviour? Did we review our processes, products and procedures?

We need to understand that the cost of labour is high is many developed countries and evaluations are not the only way to improve your quality, it is possibly the most expensive way to do so.

So take some time and ask yourself, what do we really need?

Publish Date: September 11, 2013 10:57 PM

APAC 2012 Conference in Singapore

I saw some amazing presentations and practices at the recent Singapore Conference. Congrats to all the winners!

Publish Date: July 15, 2012 11:15 PM

Conference Photos

I have personally select some of my better shots of the conference.
Faces of Contact Center World Conference - Las Vegas 2010

Publish Date: November 13, 2010 2:43 AM

Flight to USA

This is the first time I tried United Airlines for a long haul and I must say that there is definitely room for improvement. Compared to Singapore Airlines, many things are missing.

Here it goes:

1. Breakfast is served in a pack rather than a tray.

2. Drinks are served from hand to hand and when you take a window seat, someone needs to help you. In SIA, they use a tray. This reduces risk of spillage and increases presentation.

3. Inflight entertainment is limited to Movie Screening. SIA has Krisflyer, so you do get a choice.

4. Headphones and jacks are damaged.

5. No toothbrush provided for wash up.

6. No hot towel to freshen you up.

7. Toilets does not seemed to be clean up regularly.

8. Tonality of Service Personnel are lacking

9. Announcements are too soft.

10. Only one type of titbit and no ice cream.

11. Pillow and pillow case is a disposable type

12. The seat belt sign comes up to often, so I felt quarantined to my seat.

and the list can go on.

The one good thing I like is the starbucks coffee but I was drinking coke most of the time as the cranberry juice seemed to run out pretty fast...

Publish Date: November 9, 2010 11:00 PM

Photos of Gala Dinner

I have uploaded the photos of the gala dinner here.
Contact Center World Las Vegas Gala Dinner for Top Performers 2010

Publish Date: November 9, 2010 10:11 AM

Being Focused

In a contact centre, as supervisors, we must be focused. There will be adherence issues, complaints from customers, datelines, reports and many things. Therefore, time mangement and delegation is important. Empower your team to do things on your behalf and get the right people to help you.

Publish Date: August 25, 2010 9:42 PM

How to be a good service provider?

Respect the customer as an individual and put yourself in his/her shoes. We do our best to be of service to them. When you realised that you cannot give your best frequently, take a break!

Publish Date: August 20, 2010 2:37 AM

What is enquiry handling and what is customer service?

When you handle an enquiry, it can simply be just an answer to a question. However if it is customer service that you are thinking of, you will show concern and hence move towards giving advice which helps your customer in a decision making process.

Publish Date: August 5, 2010 6:49 AM

What Training Does

Training provides the foundation for enquiry handling. Buddying gives peer support, but Nesting allows incremental development.

If you have a situation where seniors always ask what training is doing, tell them Training gets things started, but to get going, Practice makes Perfect! So go all out and support your Freshmen!

Publish Date: July 30, 2010 9:19 PM

Workforce Planning

I often get people asking me how many staff are allowed to go on leave when workforce planning is how many people you have at work. Puzzled?? It is really 2 different numbers but they are inter-related. You need the shrinkage (training, briefing, sick leave, off day) to complete the picture.

Publish Date: July 26, 2010 6:33 AM

Experience with Banks

I called a few banks to do a change of address and each had different procedures, some could not take the instruction over the phone, some could do it for credit card but not the bank account.

A simple transaction like this also gave me wonderful ideas about how we should approach such a transaction and how you can delight your customers with the correct softskill, this does however show up with a longer than expected waiting time for my call to be answered.

Publish Date: July 26, 2010 2:25 AM

Great Service

Once, I had to order a cyclinder of Liquified Petroleum Gas. I made a call to the hotline, I was pretty surprised when they verified the address from which I called from, told me when my last order was and that I should get a bigger tank this time. Well you guess it right, its CRM and CTI, but little did I expect this piece of technology in a traditional business that is usually ran like unprofessionally. Well Done!

Publish Date: July 21, 2010 4:38 AM

Keeping The Workforce Happy

Keeping the workforce happy is a constant challenge in Contact Centres. Managers struggle to strategize ways to make them happy when the easiest thing to do is to ask your people, and to ask them regularly. Just as we change our KPIs to align our operations to strategic goals, our team have different needs at different times. We can stretch them a little but not to much, be fair and communicate early "What is it in for me?", show them some benefits and you will get your returns. While it is true that we want to cultivate the correct mindset and not let our team be too calculative, we need to learn that we also need to show that we are fair in our dealings.

Publish Date: July 20, 2010 11:46 PM

APAC 2010

WOW, 4 Awards

Publish Date: July 14, 2010 6:44 AM

Our Proud Moment

NTUC Income is excited with our recent victory at the APAC conference.


Publish Date: July 14, 2009 12:11 AM

Page: 1 | 2

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =