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Contact Center Professionals and Service Level Group are proud to announce a timely new webinar designed to prepare call center professionals for the current global economic downturn.

Lean & Mean:  How to Prepare Your Contact Center for Turbulent Economic Times

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3-Part Webinar Series to be held on January 8th, 15th and 22nd at 1:00 p.m. EST.

Contact Center Professionals and its partner Service Level Group are proud to announce a timely new webinar series entitled "Lean & Mean: How to Prepare Your Contact Center for Turbulent Economic Times."

It's hard to ignore the serious downturn in today's economy.  The impact can be felt in almost every sector of businesses, industries, institutions and government.  As management looks for ways to control costs, the contact center is often seen as a prime target for significant cost reductions.

Is your contact center ready for the downturn?  Is it taking proactive steps to reduce costs?  Or, will it become the victim of arbitrary budget reductions imposed by senior management?  Will contact center managers be viewed as reactive or proactive to this economic crisis?

"Lean & Mean" is a timely, highly-interactive 3-part webinar series designed to prepare your contact center for today's economic climate.  Created by two (2) of the industry's leading consultants and thought leaders, "Lean & Mean" will help your organization gain control of its environment and costs, resulting in positive, proactive budget control and reduction that minimizes the impact upon your organization.  Most importantly, "Lean & Mean" will provide you intelligent responses to senior management's inevitable question "What are you doing to reduce contact center expenses?"

Unlike Any Other Webinar

  1. Lean & Mean is very different from other webinars for the following reasons.

  2. It is designed and facilitated by two (2) of the industry’s leading consultants and thought leaders.

  3. It is timely and targets the greatest contemporary challenges faced by every call center; regardless of size, location or function. 

  4. It demonstrates proven methods used to reduce costs and provides a significant return on investment. 

  5. Results from our survey ““Impact of the Economic Downturn on Your Call Center,” including feedback from hundreds of call center professionals, will be provided to all participants.

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What you’ll learn:

Lean & Mean is loaded with valuable information tailored to today's "real world" issues.  Some of the many topics covered in the session include:

  • How the recession is impacting the call center.

  • Practical ways to reduce cost without reducing quality.

  • Lessons from leading call center managers.

  • Strategies to reduce call volumes.

  • Strategies to reduce handle times.

  • How to protect revenue and valuable customers.

  • Best practices on leveraging self-service.

  • What are other call center professionals doing?

  • How to answer tough questions from senior management.

Webinar Leaders

"Lean & Mean" will be presented by two of the industry's most respected call center consultants.  Martin Prunty, managing director of Contact Center Professionals and Tim Montgomery, Principal of Service Level Group, are both recognized experts in the contact center field.  In addition to their wealth of industry knowledge, both individuals are highly-experienced speakers and facilitators.

What Do Participants Say About The Presenters?

Martin Prunty

Tim Montgomery

  • "Martin was the best speaker and presentation I attended.  Outstanding content, very effectively and professionally presented."

  • "Martin gave the most useful presentation of the day.  He's very knowledgeable."

  • "Martin is brilliant."

  • "Martin Prunty is an excellent speaker.  He delivers the content with interest and simplicity in a very convincing manner."

  • "Martin is really on top of his subject matter."

  • "Prunty is the best, most professional speaker at this conference (that I experienced).  He did his homework/research on  topic."

  • "Tim Montgomery knows the call center business."

  • "Very impressed with the level of detail and pace. I usually find training courses boring. This was motivational."

  • "Tim was very exciting and kept me interested the entire time. The best speaker I have ever listened to."

  • "This was one of the most informative and entertaining classes I have ever attended."

  • "Tim displays a vast amount of knowledge and his confidence helps make the material easy to understand."

  • "Excellent presenter and presentation. Can definitely tell the level of experience is there."

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Lean & Mean:  3 Part Series Descriptions

Part 1: How the Economic Downturn is Impacting the Call Center

Date:  January 8, 2008

Time:  1:00 p.m. EST

Duration:  90 Minutes

  • A review of call center survey results

  • How has the call center been affected?

  • Have budgets been already cut?

  • Where are budgets being cut?

  • What is happening to transaction volumes?

  • Is revenue being impacted?

  • What is your cost-reduction strategy?

  • Questions and Answers

Part 2:  Understanding Call Center Costs and How to Control Them.

Date:  January 15, 2008

Time:  1:00 p.m. EST

Duration:  90 Minutes

  • Top Cost Reduction Opportunities

  • Short term vs. long term

  • Industry best practices

  • Strategies, tactics and metrics.

  • Creating more efficient processes.

  • Leveraging and fine-tuning technology

  • Low-tech vs. High-Tech

  • Questions and answers

Part 3:  Moving from Plan to Action

Date:  January 22, 2008

Time:  1:00 p.m. EST

Duration:  90 Minutes

  • Prioritizing Opportunities

  • Estimating the impact of change.

  • Avoiding Preemptive Budget-Cutting

  • Questions and Answers

  • Being Proactive with Management

  • Building a Plan

  • Facilitating Change

Participate In Our Survey: 

All attendees are invited to participate in a pre-Webinar survey relating to the economic downturn and its impact upon the call center.  Survey participants will gain first-hand knowledge of how the economy is affecting others, providing detailed information on budget cuts, staff reductions, impacts upon call volume and other very useful information. 

To participate in the survey, click on the   You do not need to attend the webinar to participate in the survey and all survey respondents will receive a copy of the survey results.

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Registration

To register for one or more sessions of the 3-part webinar, click on the registration button below.

Register for Webinar

More Information.

To download a brochure describing the webinar series, please click on the download brochure button below.

Download Brochure