Seven Actionable Tactics for Immediate Contact Center Improvements - Tim Montgomery
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 organization. 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.
Tim Montgomery 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 CEO of Cooney Solutions Group (CSG), a San Antonio based global 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 has personally assisted some of the world’s most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, Meguiar’s, Isagenix, Department of Veterans Affairs, The Gartner Group, Amerigroup, Prime Therapeutics, Harvard Medical School, and many more.
Tim has written articles and whitepapers on a variety of management, customer service, and contact center topics. His work has been translated into several languages and featured in many global publications, industry journals and position papers. 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