Moving beyond the Queue - Focusing on the Real-Time Customer

Moving beyond the Queue - Focusing on the Real-Time Customer

Forward thinking companies are developing new ways to refocus themselves on the new "real-time" customer and use customers in new ways to provide the organization with valuable information on what's really happening. By appreciating the real-time customer and understanding the right things on which to focus, companies can position themselves for success in this new era of service. In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. Specific topics include:

• Five Attributes of the Best "Real-Time Customer" Call Centers

• Communicating the "Real" Value of the Call Center

• How to Make Others Want to Move Forward

• The Key to Real-Time Resolution


Tim Montgomery Consultant, The Service Level Group 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 finger tips. He is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI) and is also a professional member of the National Speakers Association (NSA).
Inova Solutions
20 May 2008
19 May 2008
13 Page(s)
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