Moving Metrics Into Action
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About the Author
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, Tim founded The Service Level Group to help customer service centers leverage the competitive advantages they have right at their finger tips. 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).
Tim’s 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 – everything from Call Center Manager to Vice President of Sales and Operations. Tim’s contact center leadership experience was fine-tuned by leading contact center and customer service operations for three of the most celebrated companies in the world – USAA, The Coca-Cola Company and The SCOOTER Store. Tim’s professional career also includes active duty and reserve assignments in the United States Navy.
Prior to founding The Service Level Group, Tim was a Consultant, Seminar Leader and Technology Advisor for the International Customer Management Institute (ICMI). Tim’s expertise in customer service and contact center operations has allowed him to lead a wide range of consulting engagements for companies in a variety of industries. His consulting clients have included some of the most recognized organizations in America – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, SWBC, Allstate, Kodak, Liberty Mutual, Cinergy, Meguiar’s, Home Properties, Amerigroup, Prime Therapeutics and many more.
Tim has written articles and whitepapers on a variety of 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.
Tim earned both his BBA in Accounting and MBA degrees from the University of Texas at San Antonio and a Lean Six Sigma Certificate from Villanova University.
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 25 years 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.
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