I always hate writing about myself. But my family, friends, peers, and network insist that I do. I think I am good at what I do, but hear from so many others that I am: awesome, you are the best, you know so much. So, after a major life changing event, I have decided to give a try with sharing all that I have learned over the years to others to hopefully give them an opportunity to learn and grow.
In my industry it is known as “Sharing Best Practices”. So here I am sharing… I plan to write and post two articles per month and share with my network. I am no English major, and I am no tech genius. Just a simple person that has lived in contact centers and have worked and learned from some of the best in the industry.
M y name is Mat Makay. I have been in the Contact Center World for over twenty years now. I started off as a level one technical support agent in a small call center in Idaho. I have built my career learning, growing, experiencing the incredible world of Contact Centers.
I have worked with several companies over the last 20 years. Dell, FCR, C3, Amazon, Walmart, Carbon Health. I have been a guest speaker at conferences (Small break out sessions), and have done just about every job in a contact center that you can think of. Agent, Supervisor, Team Manager, Workforce Real Time Analyst, Workforce Scheduling, Capacity planning, Operations Manager, Sr Manager Workforce, Sr Manager Operations, Director Workforce, and Director of Support. I have been a program manager, project manager, chief of staff, and more. I have seen hyper growth and hyper contraction. I have quit jobs, been laid off twice, and been fired once. (Happens to us all). I have succeeded in roles and failed in roles. You name it, I have done it in a contact center. I have big wins and utter fails. I swear my biggest mistake cost about two million dollars. It happens. And I have saved companies more than 200 million dollars. I have led small and large teams, and work with teams across the United States and all over the world. I have personally been inside contact centers across the country and around the world (India, China, Morocco, Central America, South America). So hopefully, I can share and pass on all the things that I have learned.
I do want to make a note though for consideration. It is not just using what has worked in the past, but using the insights and experience to find and innovate new ways of building efficiency and quality to handle the ever-changing needs of the Contact Center Industry. The last twenty-some-odd years have been exciting and challenging. The next twenty years will be as well. Contact centers and support will exist for a long long time to come. They will just look different and we need to use the experience to be flexible for the future..
I keep my professional experience updated on LinkedIn HERE. Check it out..
Words From A Contact Center 