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Methods Exposed to drill-down to the critical few processes that yield 80% of the GOLD opportunities within your Contact Center Operations Be in an enviable position when you mine your contact center for hidden opportunities that can be leveraged and turned to gold. Key learnings about your contact center: • How to isolate the vital few core root causes for under-performing contact center operations • Methods to drill-down to the critical few processes that yield 80% of the GOLD opportunity • Techniques to isolate the levers to support driving improvements in performance across the organization • How to uncover organization-wide innovations that can be quickly converted to bottom line results Leaders and Facilitators you’ll add to your tool chest: • Approaches to engage the entire organization in finding GOLDEN opportunities to improve all aspects of performance • How to set yourself apart as a superior leader and innovator of call center operations • Approaches to win support and engagement with shared accountability • Tips for creating excitement and buy-in for driving lasting changes
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© 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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© 2013 - MetaOps, Inc3
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
© 2013 - MetaOps, Inc4
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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
© 2013 - MetaOps, Inc5
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Contact Centers Impact on the Paradigm Shift for Shared Accountability
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© 2013 - MetaOps, Inc6
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Contact Centers Impact on the Paradigm Shift for Shared Accountability
© 2013 - MetaOps, Inc7
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Contact Centers Impact on the Paradigm Shift for Shared Accountability
© 2013 - MetaOps, Inc8
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Contact Centers Impact on the Paradigm Shift for Shared Accountability
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.
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
