The document discusses strategies for improving contact center performance. It emphasizes the importance of culture, engagement, and empowerment of frontline agents. Key recommendations include ensuring all staff understand call center principles, providing positive coaching and feedback, investing in agent and manager development, and getting senior leadership involved in discussing culture.

1. Get More From Your Contact Center Genesys Strategic Planning Series CRM Exchange – October 2008 Tim Montgomery - The Service Level Group

2. Tim has honed his expertise by working closely with and advising some of the world’s most recognized service organizations

3. Understanding the Reality of Call Centers “ I Just Called To Say I Love You” - Stevie Wonder

4. Understanding the Reality of Call Centers The Moments of Truth @ 50 contacts per day, each rep will have 10,000 a year

5. Understanding the Reality of Call Centers

6. Understanding the Reality of Call Centers

7. Creating World Class It’s no longer an option Targeting “Just OK” Service

8. Creating World Class It’s no longer an option Targeting “Just OK” Service

11. Culture - The Foundation to Service Excellence Starts with the frontline “ I do what is required of me – nothing more” “ This is a temporary position for me - just buying my time” “ The managers just don’t get it – we see what’s really happening everyday” “ This is a wonderful place to work – feel proud to be an employee” “ My focus is making the customer I’m talking with happy” “I’m part of improving customer service every day”

14. What the Best Know Take Ownership of the Process “ Animal trainers have a saying: It’s never the animal’s fault. That means you can’t blame an animal for something the trainer has failed to do.” – Dan and Chip Heath

21. Creating World Class Use Cost as an Advantage Efficiently Inbound Volume Activity Ratio FTE Requirements Shipments Percent Volume Handle Time (Secs) Call Per Shipment FTE Requirement Work Activity Per FTE Loaded Cost Per Activity Savings Annualized Month 1 100,000 0.00% 47,000 500 47.0% 97 725 $ 4.02 $ - $ - Month 2 100,000 1.00% 46,530 495 46.5% 95 732 $ 3.98 $ 4,024.22 $ 48,290.69 Month 3 100,000 2.00% 46,060 490 46.1% 93 739 $ 3.94 $ 8,048.45 $ 96,581.39 Month 4 100,000 3.00% 45,590 485 45.6% 91 747 $ 3.90 $ 12,072.67 $144,872.08 Month 5 100,000 4.00% 45,120 480 45.1% 89 755 $ 3.86 $ 16,096.90 $193,162.78 Month 6 100,000 5.00% 44,650 475 44.7% 87 763 $ 3.82 $ 20,121.12 $241,453.47 Month 7 100,000 6.00% 44,180 470 44.2% 85 771 $ 3.78 $ 24,145.35 $289,744.16 Month 8 100,000 7.00% 43,710 465 43.7% 84 779 $ 3.74 $ 28,169.57 $338,034.86 Month 9 100,000 8.00% 43,240 460 43.2% 82 788 $ 3.70 $ 32,193.80 $386,325.55 Month 10 100,000 9.00% 42,770 455 42.8% 80 796 $ 3.66 $ 36,218.02 $434,616.24 Month 11 100,000 10.00% 42,300 450 42.3% 78 805 $ 3.62 $ 40,242.24 $482,906.94

35. And…the best make the investment USAA - Positioning Supervisors for Success with a Call Center Curriculum “ Many times, supervisors are promoted from within; we select the best agent to be the next supervisor. They are the leaders of your customer service staff and the “voice”of your company – but have you equipped them with more than a Stephen Covey book? Invest in the future of your company by giving new and upcoming supervisors a thorough understanding of how to run an effective and efficient call center – from communication skills to Erlang C.” - Call Center Management Review

36. And…the best make the investment USAA - Positioning Supervisors for Success with a Call Center Curriculum “ Many times, supervisors are promoted from within; we select the best agent to be the next supervisor. They are the leaders of your customer service staff and the “voice”of your company – but have you equipped them with more than a Stephen Covey book? Invest in the future of your company by giving new and upcoming supervisors a thorough understanding of how to run an effective and efficient call center – from communication skills to Erlang C.” - Call Center Management Review

39. Thanks and keep in touch If you’d like a copy of today’s slides, send an email request to timm@servicelevelgroup.com Additional examples and articles are available for download at www. servicelevelgroup.com