Release Date: March 29, 2021
duration: 45 minutes
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it forever change the way contact centers operate in the future?
While many policies and processes will eventually move closer to what they were before the pandemic, this crisis has given us time to reflect on the things that contact centers will have to do differently from this point. All contact centers were forced to suddenly create new strategies for communicating with and supporting their customers. In most cases, contact centers were able to quickly adjust by deploying processes and systems that enabled them to “get by for now”. But as we move forward, organizations will have to modify these Band-Aid solutions and draw upon their customer and contact center data to reshape their near- and long-term customer support roadmaps.
During this webinar we’ll explore the critical lessons that we can apply to the post-pandemic contact center to ensure that we are nimble and resilient in the future to include:
- Adopting a “Fail Fast and Learn” Model
- Giving all Leaders a Shared Understanding of Disciplines and Functions
- Creating an Inside-out Digital Strategy for Seamless Handoffs and Agent Support
- Streamlining Hiring and Training with Cloud-Based Solutions
- Developing Work-from-ANYWHERE and Remote Agent strategies
- Understanding The Way Forward: Leveraging the Cloud
This program is designed for Senior Call Center Staff.
Meet the Presenter
Montgomery is known as a pioneer in the call center space, having built his last BPO call center (CSG) exclusively in the cloud. CSG grew from 10 employees to nearly 1,000 in just 5 years. For two years, CSG was on the Inc. 500 list of America’s fastest-growing companies, and in 2015, it was named fastest-growing large company in San Antonio.
Tim’s 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 worked with and advised some of the world’s most recognized service organizations—USAA, DELL, AIG, Coca-Cola, Farmers Insurance, Allstate, The Gartner Group, Amerigroup, Harvard Medical School, and hundreds more.
Recognized as a talented speaker, Tim has become a regularly featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries to more than 20,000 customer service and contact center professionals worldwide.