67: Contact Center Secrets with Matt Beckwith

Welcome to Episode 67 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Matt Beckwith.

Matt is a Director of Customer Experience and ‘The Contact Center Geek’.

We hear him talk about a particular habit he developed that has helped sharpen his Contact Center sword; the importance of looking beyond basic average handling time metrics; and why voice will likely never die out – but may merge with digital even more in the years to come.

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You can find Matt online at:

Website

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I have helped many businesses create a World-Class Customer Experiences through the work I create, and deliver via Workshops, Presentations and Online Training.

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