Senior Advisor - Contact Centers
Tim Montgomery is Founder and Managing Partner for the Service Level Group (SLG), a certified Veteran-Owned Small Business. Tim’s most recent accomplishment was building and selling the first 100% cloud based BPO call center, CSG. In 5 years CSG grew to nearly 1,000 employees and was twice named by Inc. Magazine as one of America’s fastest growing companies. As founder and CEO of CSG, Tim personally oversaw the company’s relationships with government and Fortune 500 customers, that included The Department of Education, Farmers Insurance, Allstate, XPO Logistics, Pacific Life, The Department of Veteran Affairs, and Nationwide Insurance.
As a seasoned executive, Tim has been a major force in the call center and customer service industry. He has guided thousands of contact center professionals to implement creative Tim’s firm grasp of real-world contact center solutions comes from nearly 25 years of hands-on operational and consulting experience. During his career, he’s held a variety of leadership and executive positions within some of America’s most celebrated and respected companies. While at USAA, he was widely recognized as a call center innovator and a key player in a major change management program affecting thousands of employees. At Coca-Cola, Tim created several innovative initiatives that increased leadership effectiveness and efficiencies throughout the organization. During his time at The SCOOTER Store, Tim was the go to guy when it came to finding solutions to complex business issues and developed strategies that significantly increased productivity. In addition to his diverse corporate experience, Tim is a founding partner in two successful start-up companies.
His proven expertise in customer service and contact center operations has made him a sought-after advisor to companies in a variety of vertical industries. Tim has personally assisted some of the world’s most recognized service organizations – DELL, AIG, Lifetouch Publishing, ADP, Mitsubishi Motors, Farmers Insurance, Premera Blue Cross, Deluxe Corporation, Allstate, Kodak, Liberty Mutual, Cinergy, Prudential, Meguiar’s, Isagenix, Department of Veterans Affairs, The Gartner Group, Amerigroup, Prime Therapeutics, Harvard Medical School, and many more.
Tim is an accomplished author and has written numerous insightful and forward-thinking articles and whitepapers on a wide range of leadership/management, customer service, and contact center topics. His work has been featured in many global publications, industry journals and position papers. He is also a contributing author to highly regarded books on Leadership and Business Management, Customer Relationship Management, Call Center Operations Management and People Management.
Recognized as a talented speaker, Tim has become a regular featured presenter at the contact center industry’s largest conferences. He has delivered workshops and keynotes in seven countries – to more than 20,000 customer service and contact center professionals worldwide.
Tim is part of an elite group of executives who have earned a certification from the International Customer Management Institute (ICMI) and is a professional member of the National Speakers Association (NSA). His professional career also includes active duty and reserve assignments in the United States Navy. Tim earned both his BBA in Accounting and MBA degrees from the University of Texas @ San Antonio and a Lean Six Sigma Certification from Villanova University.