Managing Change In Call Centers In Rollercoaster Times

Call center professionals know that no two days are the same. Often caught in the middle of growth, contraction or other kinds of changes, contact center management struggle with how to efficiently and effectively engage and satisfy both employees and customers. Inova Solutions, a leading global provider of contact center performance intelligence software and hardware is hosting a free webinar entitled "Beyond the Queue: Operational Business Intelligence" that will address these concerns.

During this educational session, industry expert Tim Montgomery will share how best-in-class contact centers use metrics to create continuous improvement:

• Revisiting accessibility and quality metrics from the customer's perspective
• Ways to avoid a "metrics overload" management philosophy
• Understanding when you really need to take action
• Achieving real ROI by focusing on the right metrics
• Metrics accountabilities for all contact center job roles – agents to executives

The free webinar will be held at 1 pm EST on Thursday, April 17, 2008. To sign up, visit www.crmxchange.com/call_center_webcasts.asp.

About Tim Montgomery
A seasoned industry executive, speaker and consultant, Tim Montgomery has guided thousands of contact centers to improve individual and team performance and exceed operational objectives. Founder of The Service Level Group, he has a certified associate designation from the International Customer Management Institute. Tim has managed a variety of contact and customer service operations for companies such as USAA, Coca-Cola and The SCOOTER Store. His consulting clients include DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Golden West Technologies, Gartner Group, Home Properties, Amerigroup, Prime Therapeutics and more.

About Inova Solutions
Founded in 1984, Inova Solutions is a global provider of real-time visual communications that help call centers, public transit systems, schools, manufacturers and others instantly communicate vital information. For details, visit www.inovasolutions.com.

SOURCE: Inova Solutions