Presented By: Tim Montgomery, Principal, The Service Level Group
On Demand: Live Date - October 2009
One thing is certain in every call center, no two days are exactly the same. Call centers are often caught in the middle of growth and change - keeping both the organization and customers engaged and satisfied. Adding to the challenge, call centers are flooded with metrics, making it a challenge to figure out which are truly important — particularly since this is often a moving target. Too often, the focus of the center shifts from managing people to managing real-time numbers. Instead, you need to have visibility into the right metrics and use them to help everyone in the organization focus on where to spend more time – and where to stop wasting time. Tim Montgomery, shares what he's experienced in working with some of the most recognized service organizations in America. In this fast paced and engaging workshop, you'll learn how best in class contact centers use metrics as a competitive advantage - creating an environment of continuous improvement and employee delight.
Specific topics include:• Ways to avoid a “metrics overload” management philosophy • Using metrics to connect with external departments to improve the entire process • The importance of real-time visibility and understanding when you really need to take action• Connecting real-time and historical information to make better decisions • How to get all call center leaders on the same metrics page
As a seasoned industry executive, popular speaker and highly regarded consultant, Tim Montgomery has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives. Tim is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA).
During his career, he held a variety of leadership positions – everything from Call Center Manager to Vice President of Sales and Operations. Tim’s contact center leadership experience was fine-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store. His consulting clients have included some of the most recognized organizations in America – DELL, AIG, Lifetouch, ADP, Mitsubishi, Farmers Insurance, Allstate, Kodak, Liberty Mutual, Cinergy, Gartner Group, Amerigroup, Prime Therapeutics, Sykes and many more.
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