204: Matt Beckwith: I almost left the contact center

//204: Matt Beckwith: I almost left the contact center

204: Matt Beckwith: I almost left the contact center

Matt Beckwith Show Notes Page

Matt 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.

Matt Beckwith grew up in the central valley California cities of Fresno and Stockton. He and his identical twin brother were in the middle of the pack of four other brothers and a sister, all from his parents’ other marriages.

Matt’s parents were both self-employed and taught all their children the value of hard work but begged them not to go into business for themselves. Matt’s mother was an employment consultant, his father was a private substance abuse counselor, and they would share lessons about business, finance, and customer service. Matt was very young when his mother taught him the law of supply and demand and how a natural market could set the price for a product.

Matt worked in restaurants early in his life and very much enjoyed the fast-paced hectic world of full-service restaurants. But the restaurant life was not for him and he set out to start a career.

Nearly 25 years ago, Matt was newly married and scored an interview at the local pencil factory. The babysitter arrived late, which caused Matt to arrive late to his appointment. They would not allow him to interview. He sulked for a while before learning that the phone company was hiring directory assistance operators. Having always been fascinated with the history of the telephone, Matt jumped at the chance and within a few weeks he had started his new job as a 411 operator.

Matt spent just one year as a 411 operator before moving on to another company (at a time when it was considered crazy to leave the phone company) where he quickly started to take on training and supervisory roles. Matt has spent the years since then leading customer service and sales contact centers in various industries, from banking to healthcare to pest control.

He is currently the Contact Center Director for Clark Pest Control, one of the largest and most successful pest control companies in the US. Matt is a proud contact center geek and enjoys connecting with other contact center leaders all over the world. He is a 2018 ICMI featured contributor and Call Center Demo speaker and panelist, and Frost & Sullivan conference advisory board member and panelist. Matt also serves on the steering committee for the Northern California Contact Center Association and writes the blog, contactcentergeek.com.

Matt is an avid cyclist and part-time runner, who recently completed his first marathon. He is also an active board member for the San Joaquin Bike Coalition.

Matt and his lovely wife, Dawn, live in beautiful Stockton, California. Together, they are most proud of the job they did raising their two amazing daughters, Emily and Makenzy. Makenzy is a second-year business student at San Jose State University and Emily and her husband Garrett have given Matt and Dawn the greatest gifts they could have ever asked for, two wonderful grandchildren, Avery and Maverick.

Tweetable Quotes and Mentions

Listen to @mattbikewith to get over the hump on the @FastLeaderShow – Click to Tweet

“We have to do more outreach as an industry to get people to want to work in a contact center.” – Click to Tweet 

“Like with any technology, it just makes challenges we’ve had in the past, bigger.” – Click to Tweet 

“There’s more scale today and there’s more at stake.” – Click to Tweet 

“We are the most customer-friendly organization I have seen in my entire life.” – Click to Tweet 

“We can get even better than we are today if we look at it holistically.” – Click to Tweet 

“It’s about taking those inputs from the outside and synthesizing them for our own customer base.” – Click to Tweet 

“To a fault, we think of our self as the customer. That’s a trap.” – Click to Tweet 

“We start learning and creating real innovation by looking outside of our business.” – Click to Tweet 

“Don’t tell me who you are, show me who you are.” @mattbikewith @FastLeaderShow – Click to Tweet 

“The things you think are the biggest issues today, in another month or year, you’re not going to think that.” – Click to Tweet 

Get Your Updates & Offers

Get the latest and greatest content and offers first.

100% Privacy. We don't spam.

Hump to Get Over

Matt 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.

Advice for others

Let go. Live in the moment. The things you think are the biggest issues today, in another month or year, you’re not going to think that.

Holding him back from being an even better leader

Doubt and fear. Less than it was yesterday.

Best Leadership Advice

It will always be about your people. Nothing matters before your people.

Secret to Success

Life is too much fun and leave to chance – plan it out. I plan my week, I plan my month, I plan my year.

Best tools in business or life

Manager tools podcast.

Recommended Reading

Freakonomics [Revised and Expanded]: A Rogue Economist Explores the Hidden Side of Everything

Contacting Matt Beckwith

Website: https://contactcentergeek.com/

Website: https://www.mattbeckwith.com/

Twitter: https://twitter.com/mattbikewith

LinkedIn: https://www.linkedin.com/in/matthewbeckwith/

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well
2018-12-19T01:21:41-04:00December 19th, 2018|Podcasts|2 Comments

2 Comments

  1. Matt Beckwith December 20, 2018 at 1:16 am - Reply

    Jim, thank you for the opportunity to be on your show. It was truly an honor. I’ve been a big fan of the show for some time, so it was great being on the other side!

    • Jim Rembach December 20, 2018 at 1:30 am - Reply

      Matt, It was an honor having you on. Thanks for helping us get over the hump!

Leave A Comment

Be on our Show?

Interested in being a guest? Great! Just call me at 336-288-8226 and introduce yourself.

Did you register for offers and tips?

We all need help to get over the hump...so sign up.