Experts on Customer Service in Contact Centers

Experts on Customer Service in Contact Centers

Participant Feedback:

	Tim Montgomery knows the call center business.
	Very impressed with the level of detail and pace. I usually find training courses boring. This was motivational.
	Tim was very exciting and kept me interested the entire time. The best speaker I have ever listened to.
	This was one of the most informative and entertaining classes I have ever attended.
	Tim displays a vast amount of knowledge and his confidence helps make the material easy to understand.
	Excellent presenter and presentation. Can definitely tell the level of experience is there.
	Tim was great! Really got us talking and thinking outside the box. I learned valuable skills that will help me with my agents. Thanks.
	Fantastic. I wish I had had the opportunity to take this course 5 years ago. I learned so much – thank you, Tim.
	Very informative and worth the time. Tim does what he does for a reason!
	Tim has a remarkable presence - extremely professional.
	Excellent presenter with a very strong and in depth practical experience and exceptional knowledge base.
	Very good job of not using unfamiliar terminology.
	Tim was engaging, transparent and knowledgeable
	Wow. Great new perspective and understanding.
	Very relevant to our needs.
	I would like to have another seminar with this leader again.

Tim Montgomery has delivered keynote and customized industry presentations for organizations during off-site planning sessions, executive development retreats and industry-specific conferences. Tim is part of an elite group of independent 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).

The Service Level Group can provide your team with targeted training solutions for the greatest contact center challenges. Tim has developed and delivered seminars to thousands of customer service professionals on topics, such as:

Moving Metrics into Actions
The Customer Centric Call Center - How to Get There
7 Tactics for Critical Contact Center Improvement
Leading and Coaching in a Contact Center
Reducing the Chaos by Transitioning to a Planning Culture
STOP Attacking the Queue!
How to Leverage Call Center Professionals as Internal Customer Service Consultants
Gaining Buy-In From Senior Management
The Power of Organization-wide Workforce Management
Getting Back to Basics! Improving Agent Performance and Customer Satisfaction
An Overview of Call Center Forecasting and Scheduling
Productivity-ACD Metrics, Mastering the Reports
Traditional Ties: Remembering Your Call Center Roots
Cool Case Study - Call Centers on the Internet
Principles of Advanced Workforce Management
Staffing for Text Chat, Step by Step
Reducing the Moment-by-Moment Chaos in the Call Center
How to Get What You Need: Justifying New Technology
Agent Occupancy - Master This and You're Well on Your Way
Big Improvements for Small Call Centers (fewer than 60 seats)
Big Improvements for Large Call Centers (more than 150 seats)
What Matters Most to Call Center Managers: A guide for Vendors
Staffing, Scheduling and Technology for Text-based Access Channels
Getting the Most From Your Workforce Management Tools
Call Center Scheduling: A Practical Approach for Today's Environment

We also have extensive experience delivering presentations at some of the contact center industry’s most popular events, including:

The World Conference on Incoming Call Center Management (ICCM)
Annual Call Center Exhibition (ACCE)
Call Center Demo Conferences
CRM/Call Center Las Vegas
CA Credit Union League Annual Call Center Conference
Blue Cross/Blue Shield Association Call Center Conference
IQPC benchmarking studies and conferences
National Credit Union Call Center Conference
Call Center Knowledge Exchange Conference
NY Govt. Technology Group Call Center Conference