Contact Center Geek
Whether you believe in The Great Resignation or The Great Reshuffle, recruiting and hiring has become as important as ever. With an unmatched enthusiasm for the contact center business and over two decades of experience, Matt Beckwith shares insights on how to improve the recruiting and hiring process.
Read MoreOf course, Customer Service Appreciation Week shouldn’t be the only week where contact center leaders show their appreciation. But it is a week where we concentrate a ton of fun and appreciation. Because of that concentration, it can also be a week where we test new ideas for showing our appreciation throughout the year.
Read MoreBehind every rule there’s a story. Here’s the short version of this one. Many years ago, I worked in an organization that was acquired twice in less than two years (sounds fun, right?). As the result of the acquisitions, the company made a change to the timing of our payroll, which resulted in non-exempt employees getting their paycheck for one week instead of two, to which they were accustomed.
Read MoreI recently had the honor of joining Mark Brody on his Coffee Talk with Brohawk series. Mark is a contact center legend and president of the Austin Contact Center Alliance.
Read MoreI recently had the honor of being on Gavin Scott’s great show, the Customer Service Gold Dust Podcast. We talked about changes to contact centers through the years and about the importance of gaining trust as a leader.
Read MoreI had an absolute blast being a guest on Rick Denton’s terrific podcast, “CX Passport”. We had a wonderful time discussing changes in customer service and customer experience through the years and what that looks like in the pest control and home services industry.
Read More“Is this the job we sold you on?”
How much time does it take you to recruit, hire, and train a new team member? How much does it cost your organization? What is the impact if a new team member leaves your organization shortly after being trained, or even before their training is complete? Of course, there is a negative impact when someone leaves soon after being hired, so it makes sense to reduce the risk of that happening.
Read More“Today, we have with us, Matt Beckwith, a proud “Contact Center Geek” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for one of the most successful pest management companies in the US. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.”
Read MoreThis latest book from Brad Cleveland, a legend in the customer service and customer experience space, is a terrific jump into how to build, and execute on, a solid customer experience vision. Not just a high-level overview, Leading the Customer Experience lays out a comprehensive view of how to go from just caring about your customers to building a super focused customer experience strategy.
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Matt Beckwith is one of the most exciting and dynamic leaders we've ever seen in the Customer Service / Customer Experience space. Learn his techniques for winning the loyalty of his team and keeping the energy up while serving customers!
Read MoreHappy Boss’s Day
Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today.
Read MoreHappy Customer Service Appreciation Week!
Although many people may not realize it, this week is being celebrated in contact centers all across the country. Although not specifically a contact center event, it has certainly become one!
Read MoreFor the second time, I am excited to be a judge for Customer Contact Central Awards. Here’s the video we did as part of their judge spotlight.
Read MoreStop me if you’ve heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls... And just as common is the scenario where that top-performer-turned-Supervisor is asked to do her new job with little or no training.
Read MoreMatt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly.
Read MoreThis year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great. The Frost & Sullivan team does a great job mixing up keynotes, general sessions, interactive sessions, panels and roundtables so there are so many opportunities to learn and connect with other customer contact and customer experience leaders.
Read MoreGuest post from Dr. Debra Bentson - We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.
You know I love a good story – so here we go: I walked into one of those shops we all know to buy a cup of coffee – as simple or as froufrou as you like.
Read MoreWhat is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible. It cannot be seen, in and of itself. It can be encouraged, and enforced, by co-workers. It cannot be regulated by superiors but can be quickly destroyed by them. As a company grows, maintaining the culture can be challenging.
Read MoreOn episode 329 from July 17, 2018, “Be a Customer Experience Change Agent”, Jeannie spoke about how you can be a customer experience change agent in your company: Go big, find quick CX wins, and gather your champions.
The episode got me thinking about the early days of my career. How I longed to get promoted to a position where I could actually make a difference. And how I learned, thankfully early on, that I could make a difference no matter the position I held.
Read MoreThroughout my contact center career, I have seen trends come and go. Some trends seem to last forever while some seem to stick around far longer than they should. These are the things left over from call center days gone by that just need to go, the relics of those that came before us. Yes, I know, that sounds dramatic, but I think it's time to make dramatic changes.
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