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PROGRAM DESCRIPTION


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 callers engaged and satisfied. During this session, Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker, shares highlights from his experience working with some of the world's most recognized service organizations. In this fast paced and engaging workshop, you'll learn how best-in-class contact centers use metrics to create an environment of continuous improvement.

Specific topics include:

  • Revisiting accessibility and quality metrics from the member’s perspective
  • Ways to avoid a “metrics overload” management philosophy
  • Understanding when you really need to take action
  • Getting real ROI by focusing on the right metrics
  • Metrics accountabilities for all contact center job roles – agents to executives

Who should attend?
Anyone who manages or monitors call center operations, especially in these positions:

  • Call Center Manager
  • Operations
  • Member Service
  • Lending
  • Internal Audit

Meet the presenter, Tim Montgomery:

Tim is a regular featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries – to more than 15,000 customer service and contact center professionals.  Tim is part of an elite group of 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).

Tim Montgomery is Founder and Managing Partner of Culture.Service.Growth (CSG), a San Antonio based provider of customer service and contact center solutions.  Tim’s firm grasp of real-world contact center solutions comes from nearly 20 years of hands-on operational and consulting experience.  During his career, he’s held a variety of leadership and executive positions within some of America’s most celebrated and respected companies – USAA, Coca-Cola and The Scooter Store.  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.

Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management.

His professional career also includes active duty and reserve assignments in the United States Navy. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.

 
Registration Investment: $195 for League Member
You must be a member of your state league to attend this presentation.
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Webinar to participate in: eTrain: Call Center Metrics from the Member's Perspective
 
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