Join us for a conversation with industry practitioner Patrick Ebrahimian on the processes that impact access and availability of contact center agents. He shares proven ways to improve service levels and the customer experience using creative lean methodologies. You will love his football-themed playbook that transformed his center's performance. Guest: Patrick Ebrahimian is the Director of Transformation at UnitedLex, driving transformation throughout the entire legal ecosystem. He is a Six Sigma Master Black Belt, and a LEAN Master, with over 18 years of experience. Throughout his career, he has consistently executed process improvement projects within the hospitality, financial, and manufacturing sectors including call center environments as well. He believes that business and process improvement practitioners should not only look for innovative solutions to help improve processes but also teach the business how to utilize the tools and techniques so that will enable them to become successful. In his previous roles he was the Director of Business Improvement and Quality for Wyndham Destinations, and a Master Black Belt at Johnson & Johnson and Bank of America.