Determining which metrics have the greatest impact on improving customer experience can be a challenge. Uncover techniques for identifying and differentiating between important transactional and experiential metrics. Learn how to use the information you gather to focus on where your organization should spend more time– and where to stop wasting time –creating an environment of continual improvement, employee engagement, and customer delight.
This month's speaker, Tim Montgomery is recognized as a contact center innovator. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact center professionals worldwide.
Don't miss the opportunity to learn from Tim Montgomery!
Lunch and networking 11:00AM-11:30AM
$30 Members / $35 Non-members
Tim Montgomery is a Managing Partner for Cooney Solutions Group (CSG) in San Antonio. Before co-founding CSG, Tim held a variety of leadership and executive positions within some of America’s most celebrated and respected companies including USAA, Coca-Cola and The SCOOTER Store. His firm grasp of real-world contact center solutions comes from nearly 20 years of hands-on operational and consulting experience. He has guided thousands of contact center professionals to implement creative programs that improve individual and team performance and exceed operational objectives.
His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries including DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, The Gartner Group, Harvard Medical School, and many more.
Recognized as a talented speaker, Tim is part of an elite group of executives who have earned a certification from the International Customer Management Institute (ICMI) and is a professional member of the National Speakers Association (NSA). http://cultureservicegrowth.com/