Consulting Testimonials:

Doug Harrison, Founder and CEO, The SCOOTER Store:

"The SCOOTER Store was running a very large, but very inefficient call center before we got Tim's help. Today we are doing more work with less people and our management team has better reports and tools to control the processes. If you would like your call center to increase productivity and employee satisfaction while simultaneously reducing cost, you owe it to yourself to call Tim."

Carol Trimmer, Vice President Customer Service Operations, Prime Therapeutics:

“Tim Montgomery's engagement with our contact center provided us with a great return on our investment.  He thoroughly reviewed our operation and provided insightful feedback that we could act on immediately.  Tim was professional, respectful of our limited resources and highly effective.  I would recommend his services to any contact center team regardless of their current capabilities--he will help you take your contact center to the next level.”  

Jim Vitali, Senior Vice President Service Operations, SWBC:

"Tim Montgomery not only knows his business, he has a passion for it.  He rolls up his sleeves, digs right in, and provides effective solutions.  He's World Class!"

Jeffrey Lewis, former Senior Vice President at USAA and Allstate:

"Tim is a talented call center consultant. He worked in my organization at USAA and he was my go-to person for all call center activities. I also hired him to do some consulting for Allstate when I was a Sr. Executive with that organization. He did a very professional job and was well received by all of the managers in my organization"  

Patty Raphael, Vice President of Operations, Isagenix International:

"I highly recommend using Tim’s consulting services. He is knowledgeable and passionate about creating effective call centers that deliver exceptional service. Tim is easy to work with and he has a deep knowledge base about all activities associated with a call center. He is not afraid to share information and he diligently works with employees to determine what they are experiencing and how the process and the customer’s experience can be improved. He is a dynamic speaker and trainer in leadership as well as call center skills. His service is exceptional and delivers exceptional value that can be used almost from day one."
           

Kathy Wright, Call Center Manager, Dell Inc:

“Tim is an amazing and engaging consultant, speaker and trainer. His personal passion and knowledge of call centers overall is so genuine. He knows how to make the “light bulbs go on” at all levels.  Tim can come in and help any business or organization identify their opportunities which align with their core values and reground with a fresh start, producing immediate results and improvements"

Larry Renna, Vice President, Service Operations, ADP:

"At ADP we have a strong focus on delivering quality service to our clients. We chose Tim Montgomery to help us bring our entire management team onto the same “call center page.” Tim delivered a program for us that more than met our needs. The audience at ADP was a diverse mix from call center experts to relative novices. Tim’s message was detailed enough to satisfy the experts yet simple enough for everyone to learn from. We’ve already begun to see improvements in a number of areas since Tim’s engagement." 

Pam Warren, Call Center Manager, Premera Blue Cross:

"We always learn so much from you and you have such a positive impact on our Customer Service areas.  Once again you have been instrumental in deploying improvements to our centers and providing education that will continue to lead us for months to come."

Shelley Lampard, Vice President Operations, Gilsbar, Inc:

“Tim’s wealth of knowledge and expertise in call centers contributed in taking us to the next level. Tim assisted us in recognizing the value of service level and by having the right people in the right place doing the right things at the right time. And, by grasping the magnitude of these correct metrics we have seen a drastic increase in the level of our customer service.”   

Bob Page, HRC Manager, Dept of Veterans Affairs:

“He comes highly recommended.  He hit the ground running and imbedded himself into our organization nicely.  He was able to get at a lot of issues that we didn’t know about and others that have been out there for a while that weren’t being addressed for one reason or another.  He really knows his business and has been a tremendous help to our organization as we work to implement our workforce management system – not to mention all aspects of our operations and supporting business units that he has provided perspective on. ” 

Louanne Trueblood, Director of Customer Service, Lifetouch Publishing, Inc:  

“When Tim came to our small center, he treated us as if we were his biggest account.  I was particularly impressed at how quickly he seemed to understand our business and our challenges.” 

John Ridge, Director, Home Properties, Inc:

"From his visit the company gained a far better understanding of the benefits of the Contact Center and also ways to increase efficiency and decrease costs.  These included the adoption of new phone technology to implement skills based routing and the use of planning software to better react to call volume changes.    I also found Tim to be very professional and easy to communicate and work with.” 

Sam Kooiker, Contact Center Operations Manager, Golden West Technologies:

Speaking Testimonials:

Tim Montgomery was awesome. His real-life examples used in the workshop helped put it into perspective. It more than met my expectations – makes me feel like I can go back and be a better manager. Lisa Parker, Customer Service Manager, Team Cheer

Tim was great! It would benefit all to have a chance to work with him. Tim has a lot of great stories and ideas which I felt we all could relate to given the customer service industry we are in. I’m looking forward to reading the articles and I will be putting his study to use. – L. Cardenes, VP CC Operations, SWBC

Wow, I have enough to keep me occupied for the next two years. D. Drown, Area Manager, Dell

Tim made it fun and interesting. Tim made it very easy to interact and ask questions. I have a better understanding of how and why things work the way they do. L. Fricks – CS Supervisor, Duke Energy

Excellent way of conveying the information. Added his own personality – which increased the “quality” of delivery for me. I finally receive training (applicable) to help me forecast, plan, understand, train and motivate my contact center staff. This training provided me with great relief. Thank You – J. Ferrando, Customer Service Manager, Guaranteed Education Tuition Program

Tim was terrific. This was an exceptional use of my time. - David Mackie, Director Fidelity Investments

Tim was Excellent! There was a wealth of information and a ton of take aways!! Great Course!! James Pisciuneri Supervisor Liberty Mutual

Very Informative, This will definitely make the environment better. – Fredrick Allan Major Accounts Manager, Manpower US

I have attended 0 call center seminars and I have everything to lean about them – this was an excellent starting place. Thanks for the very insightful and informative seminar – S Green, VP Client Services and Support – DMX Music

Tim is very upbeat and knows the material. Very Helpful – D. Roper, Telecom Managers, Social Security Administration.

Simply Awesome! Very enjoyable. Knowledgably. Made learning fun and representative of our world – Susan Johnson CRC Team Manager, Liberty Mutual

Tim really knows his stuff and delivers the material in an informative and engaging way. Gina Szabo, President SMI Inc

Thank you very much, you had wonderful examples. This course provided me with new tools and ideas to use in building and maintaining a strong organization. Thank you for your clear explanations! Customer Service Manager, Duke Energy

Tim knows his subject matter. After taking this course, I see that we’re doing everything wrong. I look forward to working with the information I received. – John Condon, Manager Boat US

Thank you for helping me connect the dots. Lonnie Deac Site Manager, Liberty Mutual