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

1. Mining Your Contact Center for GOLD
Prepared and presented by:
Ron Crabtree, CPIM, CIRM, CSCP, MLSSBB
© 2013 - MetaOps, Inc
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2. 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
© 2013 - MetaOps, Inc
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3. 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 employees
4. Contact centers make a big impact on real
and overall customer satisfaction
© 2013 - MetaOps, Inc
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4. Powerful new paradigms to consider
• 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
© 2013 - MetaOps, Inc
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5. Contact Centers Impact on the Paradigm
Shift for Shared Accountability
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© 2013 - MetaOps, Inc
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6. Contact Centers Impact on the Paradigm
Shift for Shared Accountability
ThinkStock
© 2013 - MetaOps, Inc
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7. Contact Centers Impact on the Paradigm
Shift for Shared Accountability
ThinkStock
© 2013 - MetaOps, Inc
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8. Contact Centers Impact on the Paradigm
Shift for Shared Accountability
ThinkStock
© 2013 - MetaOps, Inc
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9. 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.

10. 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.
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
Know more about Ron Crabtree:
http://www.speakermatch.com/profile/RonCrabtreeMetaOps/