A LEAN Case Study - Secrets to Optimize High Performance in Contact Centers





As competition heats up in the marketplace for talent, organizations must find a way to retain the top talent or “crème de la crème” of their staff. It is not uncommon for rival firms to poach or entice your top talent to come work with them. "Cost Containment" isn't a category all by itself. Instead, it's more helpful to think of managing costs as a skill like leadership in which you learn more about yourself, your teams and your organization as you evolve.

It is not for the faint of heart and is not for everyone. Salaries, attrition, defection of star players on your team and repeat calls from your customers mean millions of wasted dollars on up to 25% of your operating budget. The resulting low customer satisfaction and lost sales opportunities cost you even more than you had predicted in your budget.

When customers have a bad experience, they tend to defect to your competitors. It’s that simple. The same holds true for good agents who leave for greener pastures. Organizations continue to struggle with defining what a good experience is all about, balancing quality with cost of service, calibrating customer satisfaction, and identifying the root causes of customer dissatisfaction.

To retain your best customers today, you need a bird’s-eye view of the customer experience to highlight the gaps across service channels. You need to drill down to details to identify the drivers of low satisfaction. You need to know the specific behaviors which are driving poor results. You need to spend more time coaching and less time searching for superstar agents. If you feel that investing in creating an enjoyable working environment for your staff is not part of the job today, then think again. It starts with creating a quality strategy within your organization.

In this webinar participants will learn the basics of High Performance and how 7 Effective Quality Tactics can be used.

You will learn:-

a) People Management, how to differentiate peak performers from weak performers

b) Risk Management, how to focus on high impact calls that yield maximum results

c) Cost Management, how to manage costs, increase performance of virtual teams

The basic concepts are reviewed in detail to solicit buy-in and unleash the potential talents lying dormant in your staff. Tactical and strategic tips are shared as well on how to curb chronic absenteeism and turnover. This was designed for contact center professionals who manage and report on customer interactions. Specifically managers and directors responsible for developing and executing a customer experience strategy including those who run and manage a diverse group of individuals in today’s competitive world.

Managing the customer experience is an important element in today's contact center and the way your agents handle customer experience is a key differentiator between you and your competition. Proper management of the customer experience can result in increased profits, employee engagement and performance levels. Harnessing customer feedback and using it as business intelligence will catapult your organization to the next level. Join your host Mohan Nair, for this webinar on his insights and give you ideas, methods and tools that you need to implement or improve your contact center's quality and customer experience strategy.

Why Attend?

• This webinar that was created for contact center professionals, by contact center professionals.

• We’ve put together a content-rich program in a comfortable structured environment delivered by contact center practitioners and consultants who are seasoned coaches.


• Travel is not required. Interact with the presenter and your peers right from the comfort of your home or office!

• You don't have to stop working to attend so you can start applying what you learn immediately.

• The audio and video from each session will be recorded. If you miss a session, you will have access to all of the session recordings once the webinar has ended

Course Leader:

Mohan N. Nair
MBA, Lean Six Sigma Black Belt
Director of Continuous Improvement
The Nair Consulting Group, Toronto, Canada
Personal Motto: "Preserving the present is living in the past."




As Director of Continuous Improvement, Mohan oversees Nair Consulting Group’s core operational functions, including workforce management training and implementing quality optimization strategies using cutting edge technology as a key lever in the new era of business. In this role he draws upon his 15-year track record in the contact center industry to drive continuous improvement projects across the organization using LEAN Six Sigma methodologies.

Prior to professional services consulting, Mohan was the Director of Customer Delight Programs for Lenovo Asia, an $8 billion multinational corporation. While there, Mohan was responsible for managing multiple contact centers in the ASEAN region. Before that leadership role, Mohan was VP of Operations for HSBC Global Resourcing in Asia.

He also held several senior management roles for Fortune 500 companies in North America. Mohan holds a MBA from the University of Southern Queensland, Australia and is a Certified Lean Six Sigma Black Belt. He is also a sought after speaker having presented at Frost and Sullivan Conferences and Leadership seminars delighting audiences with his unique insights on the hospitality and services industry.

Date:TBA