Contact Center OptimizationBob Popovic
I help organizations improve the performance, efficiency, and customer experience of their contact center operations. My work focuses on identifying operational gaps, strengthening workflows, improving agent performance, and optimizing KPIs such as AHT, CSAT, FCR, and utilization. I evaluate processes end‑to‑end, from staffing and training to QA, reporting, and customer journey flow, and deliver clear recommendations that drive measurable improvements in service quality and cost efficiency.
FAQs
I support inbound, outbound, blended, and multi‑channel contact centers across financial services, retail, technology, and BPO environments.
Typical improvements include reduced AHT, higher CSAT, better agent utilization, stronger QA scores, and clearer reporting.
Both. I’ve led 550‑seat operations but also help small teams build scalable processes.
Contact for pricing
Duration1 week
Tags
contact center management
customer experience
customer service
KPI optimization
operations
process improvement
quality assurance
training
workforce management
Service provided by
Bob Popovic Savannah, USA
Contact Center OptimizationBob Popovic
Contact for pricing
Duration1 week
Tags
contact center management
customer experience
customer service
KPI optimization
operations
process improvement
quality assurance
training
workforce management
I help organizations improve the performance, efficiency, and customer experience of their contact center operations. My work focuses on identifying operational gaps, strengthening workflows, improving agent performance, and optimizing KPIs such as AHT, CSAT, FCR, and utilization. I evaluate processes end‑to‑end, from staffing and training to QA, reporting, and customer journey flow, and deliver clear recommendations that drive measurable improvements in service quality and cost efficiency.
FAQs
I support inbound, outbound, blended, and multi‑channel contact centers across financial services, retail, technology, and BPO environments.
Typical improvements include reduced AHT, higher CSAT, better agent utilization, stronger QA scores, and clearer reporting.
Both. I’ve led 550‑seat operations but also help small teams build scalable processes.
Contact for pricing