EP 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. ------ You can find Matt onlin...