Register now for this powerful mini-workshop and understand how to address the 7 common contact center headaches.
Last day to register is Weds. July 8th!
Running contact centers isn’t rocket science, yet most make it much harder than it has to be. We’ve all been there – struggling to find a way to get more out of our contact center agents, looking for new ways to get calls out of queues, begging other departments to pitch in during peak times and finding new ways to meet ever changing customer demand. Making your job easier starts with getting creative and regularly challenging conventional contact center wisdom by asking why and why not. During this session, 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.
After the session, you’ll be able to return to your environment with new ideas to help you address the seven most common contact center headaches – front line retention, outbound integration, agent incentives, coaching, performance metrics, size vs. productivity and communicating the center’s value to others.
About Tim Montgomery
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. Drawing from these interactions and his extensive real-world experience, Tim founded The Service Level Group to help contact centers leverage the competitive advantages they have right at their finger tips. During his career, Tim has held a variety of leadership positions – everything from Call Center Manager to Vice President of Sales and Operations. His hands-on contact center leadership experience was fine-tuned by working for three of the most celebrated service companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store.
Prior to founding The Service Level Group, Tim spent three years as a Consultant, Seminar Leader, and Technology Advisor with ICMI. Tim’s expertise in customer service and contact center operations allows him to lead a wide range of consulting engagements for companies in a variety of industries. Tim has written articles and whitepapers on a variety of management, customer service, and call center topics and has been featured in many global publications. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio.