Training + Speaking

Speaking Our Minds

Our founder Tim Montgomery has delivered keynote and customized industry presentations for organizations during off-site planning sessions, executive development retreats and industry-specific conferences. Tim is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI). He is also a professional member of the National Speakers Association (NSA).

Trending Topics

At Service Level Group we can provide your team with targeted training solutions for the greatest contact center challenges. Tim has developed and delivered seminars to thousands of customer service professionals on a broad range of topics.

  • Moving Metrics Into Action
  • An Executive Overview on Creating a World-Class Call Center
  • Beyond the Queue – Focusing on Today’s Real-Time Customer
  • Making the Leap from Good to World Class Service
  • Contact Center Economics – A Productivity Discussion for All
  • Get More from Your Call Center
  • Call Center Metrics – Moving From Numbers to Results
  • The Customer Centric Call Center – How to Get There
  • 7 Tactics for Critical Contact Center Improvement
  • Leading and Coaching in a Contact Center
  • Reducing the Chaos by Transitioning to a Planning Culture
  • STOP Attacking the Queue!
  • How to Leverage Call Center Professionals as Internal Customer Service Consultants
  • Gaining Buy-In From Senior Management
  • The Power of Organizion-Wide Workforce Management
  • Getting Back to Basics! Improving Agent Performance and Customer Satisfaction
  • An Overview of Call Center Forecasting and Scheduling
  • Productivity-ACD Metrics, Mastering the Reports
  • Traditional Ties: Remembering Your Call Center Roots
  • Cool Case Study – Call Centers on the Internet
  • Principals of Advanced Workforce Management
  • Staffing for Text Chat, Step-by-Step
  • Reducing the Moment-by-Moment Chaos in the Call Center
  • How to Get What You Need: Justifying New Technology
  • Agent Occupancy – Master This and You’re Well on Your Way
  • Big Improvements for Small Call Centers (fewer than 60 seats)
  • Big Improvements for Large Call Centers (more than 150 seats)
  • What matters Most to Call Center Managers: A Guide for Vendors
  • Staffing, Scheduling, and Technology for Text-Based Access Channels
  • Getting the Most From Your Workforce Management Tools
  • Call Center Scheduling: A Practical Approach for Today’s Environment

All Around the World

Our group has extensive experience delivering presentations at some of the contact center industry’s most popular events:

  • The World Conference on Incoming Call Center Management (ICCM)
  • Annual Call Center Exhibition (ACCE)
  • ICMI’s Call Center Demo Conferences
  • CRM/Call Center Las Vegas
  • CA Credit Union League Annual Call Center Conference
  • Blue Cross/Blue Shield Association Call Center Conference
  • National Association of Dental Plans
  • Call Center Week
  • IQPC benchmarking studies and conferences
  • National Credit Union Call Center Conference
  • Call Center Knowledge Exchange Conference
  • NY Govt. Technology Group Call Center Conference
  • UAE Contact Center Expo – Dubai
  • Instanbul’s Call Center Conference and Expo