Release Date: April 12, 2021
Estimated duration: 90 minutes
During this webinar Tim Montgomery will share best practices utilized by some of the world class contact centers he’s advised. We’ll explore the new and creative ways to have the capacity discussion, QA programs that front-line agents love and simple metrics that can transform a culture.
This program is designed for Senior Call Center Staff.
Meet the Presenter
Leading the program will be Industry Expert and UCRC Consultant, Tim Montgomery
Tim is known as a pioneer in the call center space having built his last BPO call center (CSG) exclusively in the cloud. Leveraging the cloud, CSG grew from 10 employees to 800+ in just 5 years. For two years, CSG was on the Inc. 500 list of America’s fastest-growing companies and named the SA Business Journal’s fastest-growing large company in San Antonio. For two years in a row, CSG was recognized as one of San Antonio’s top companies to work for and celebrated for its unique and inspiring culture. After selling CSG to Qualfon in 2016, Tim returned to his first love – helping call center organizations and leaders reach their maximum potential.
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 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. Recognized as a talented speaker, Tim has become a regular 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.