Download - Mining Your Contact Center for Gold

© 2013 - MetaOps, Inc1

Mining Your Contact Center for GOLD

Prepared and presented by: Ron Crabtree, CPIM, CIRM, CSCP, MLSSBB

© 2013 - MetaOps, Inc

Agenda

• Common miss-conceptions about Contact Centers – both formal and informal

• Powerful new paradigms to consider

• How to get started on your GOLD MINING efforts

• Case studies of concepts at work

• Simple steps to adopting new metrics, measures and continuous improvement

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Common Miss-Perceptions About Contact Centers – Polling Question – select one or more

1. We don’t have a contact center – this whole topic does not apply to us!

2. We ‘take care of’ our customers primarily through the efforts of the contact center

3. Contact centers are for entry-level employees4. Contact centers make a big impact on real

and overall customer satisfaction


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• Shared accountability for the customer experience

• Finding the ‘sweet spot’ zone for shared accountability

• Utilizing contact center data to uncover GOLD. . . Everywhere else in the organization

Powerful new paradigms to consider


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Contact Centers Impact on the Paradigm Shift for Shared Accountability

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Ron Crabtree, CPIM, CIRM, CSCP, MLSSBB is a renowned Operational Excellence Thought Leader & Keynote Speaker. He is active in consulting and conducting seminars and training across the United States for businesses and professional organizations. He has developed more than 30 programs for public and private seminars and educational venues, and his programs are customized to his audience and the needs of the organization. Ron is also a co-author / author of five books on operational excellence, including Amazon Best Seller - Driving Operational Excellence.

http://www.drivingoperationalexcellence.com/

Ron has personally mentored thousands to get positive results in business generating untold millions in benefits while improving everyone’s work life at the same time, and has completed hundreds of process improvement projects, saving millions of dollars to the bottom line in every functional area of large and small organizations.

Know more about Ron Crabtree:http://www.speakermatch.com/profile/RonCrabtreeMetaOps/

Speaking Topics and Specialties:•Lean Six Sigma Deployment•Operational Excellence•Lean Six Sigma with Sales and Marketing Excellence Techniques•Supply Chain Management & Lean Six Sigma's Convergence•Manufacturing•Financial Services•Government Operations: - Federal, State and Local•Inventory, materials and production management•Call center Operations•Planning & Scheduling•Engineering Process Improvement•Purchasing, Logistics and Warehousing•e-business solutions•Project Management

http://www.speakermatch.com/profile/RonCrabtreeMetaOps/