Moving Beyond the Queue
Focusing on the Real-Time Customer
continued
Overcoming this mindset is not an easy task, and to sustain it, you must have buy-in from the top of the organization. This requires educating everyone who infl uences the call centers results — from frontline agents to the senior executives. Don't worry, you don't have to train everyone to be a call center expert — a simple presentation that outlines what it means to work in a call center is a good way to get the ball rolling. One thing you should do before the presentation, though, is to develop a communication on your organization's service level objective (e.g., defi nitions of the inputs, expected queues length, average answer speed translation, impact of one agent, etc.). By making just a few changes to your real-time recovery program, many of the unpleasant tasks associated with running and working in call centers become much easier.
About Tim Montgomery
As a seasoned industry executive, popular speaker and highly regarded consultant, Tim Montgomery has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives. Drawing from these interactions and his extensive real-world experience, he founded The Service Level Group to help customer service centers leverage the competitive advantages they have right at their fi nger tips. He is part of an elite group of independent consultants who have earned a certifi ed associate designation from the International Customer Management Institute (ICMI) and is also a professional member of the National Speakers Association (NSA).
His firm grasp of real-world contact center solutions began with 14 years of hands-on operational experience. During his career, he held a variety of leadership positions from Call Center Manager to Vice President of Sales and Operations. Tim's experience was fi ne-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world: The Coca-Cola Company, The SCOOTER Store and USAA.
His consulting clients have included some of America's most recognized organizations — DELL, Allstate, Mitsubishi, Cash America, Sykes, Farmers Insurance, Gartner Group, Kodak, ADP, Liberty Mutual, Lifetouch, Golden West, Dept. of Veterans Affairs, AIG, Cinergy and many more. He can be reached at timm AT servicelevelgroup.com.
About Inova Solutions
Inova Solutions is a leading global provider of performance optimization solutions for the contact center, help desk and network operations center. Inova's products integrate data from existing systems to provide unified views of live and historical metrics across organizational levels for improved decision making and increased productivity. Superior technology, world-class services and support, and two decades of industry experience allows Inova to craft powerful solutions that deliver measurable results to a diverse customer base ranging from emerging growth to Fortune and Blue Chip companies. Learn more at www.inovasolutions.com.
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