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Throughout my career leading contact center teams, I’ve learned many best practices. What some may have called my “rules”, my colleagues have affectionately referred to as, “Matt-isms”. One of these “Matt-isms” is something I have shared with every newly hired team member for years: “Safety first, money second”. I enjoy meeting with new team members on their first day of work and during this initial meeting I ask what they think I am most concerned with. Inevitably, it’s something like, “are we doing our job correctly?” or, especially if they came from another contact center, “What’s my AHT ..read more

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 ..read more

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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 ..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. There are a couple of tactics that managers and recruiters regularly deploy to reduce this risk. Exit interviews focus on why people have left, but, by their very nature, a ..read more

I recently had the honor of joining Hailey Corr on Vistio’s terrific podcast, “Recorded For Quality Assurance”. Great name, right? It was a thrill to talk about with her about contact centers, customer experience, and technology. vistio.io/blog/from-411-operator-to-contact-center-geek ..read more

Brad Cleveland is a legend in the customer service and customer experience space. Not merely a thought leader, but an action leader, who has helped shape how customer service and customer experience leaders think, practice, and evolve to do incredible work in the spirit of humanity and business. This latest book from Cleveland 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 custome ..read more

There’s a question I regularly get, it’s one that I really enjoy answering. It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” In addition to the plethora of conferences and training organizations there are so many amazing books, blogs, podcasts, and smart people freely sharing their knowledge on LinkedIn, Twitter, Clubhouse, and in Slack workspaces. So many, that I’m sure it can seem a little overwhelming at first. So, my first answer to that question is to get involved with a regional contact center ..read more