Get More from Your Contact Center - Innovative Ways to Move It from a Necessary Evil to a Strategic Resource

Presented by: Tim Montgomery, Principal, Service Level Group
On Demand - Live Date: October 2008

Forward thinking companies are developing new ways to refocus themselves on the new "real-time" customer and use customers in new ways to provide the organization with valuable information on what's really happening. Getting everyone in the organization to rethink the value of the call center is no easy task and something that must be addressed head on to move service to the next level. During this session, we review some of the self-inflicted pain and discuss new ways to get everyone engaged. Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker will share highlights from his experience working with some of the world's most recognized service organizations. This fast-paced and informative webcast addresses the following topics:

- How "world class" companies view the value and contribution of the call center - Avoiding the most common missteps in transforming the call center culture - Innovative ways to elevate the internal perception of the call center - Every contact provides opportunity - getting business intelligence from customers and agents

About the Presenter:

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.