NOTE: This event has already taken place. See below for recording and event description.
Tim Montgomery, industry expert and E Source Utility Customer Research Consortium (UCRC) consultant, will recap the research we did four years ago with 10 utilities on future-proofing the contact center. Then, he’ll present current-state analysis of trends and best practices with a focus on the contact center.
Montgomery is a contact center pioneer, having built his most recent business process outsourcing (BPO) call center, CSG, exclusively in the cloud. Leveraging the cloud, CSG grew from 10 employees to more than 800 in just five years. For two years, CSG was on the Inc. 500 list of America’s fastest-growing companies. SA Business Journal named CSG the fastest-growing large company in San Antonio. For two years in a row, CSG was recognized as one of San Antonio’s top companies to work for and celebrated for its unique and inspiring culture. After selling CSG to Qualfon in 2016, Montgomery returned to his first love: helping contact center organizations and leaders reach their maximum potential.