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.

Of 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.

Behind 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.

I 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.

I 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.

I 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.

“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.

“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.”

This 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.