In this episode of Cards Against Complexity, we chat with Mathieu Steinman, a seasoned expert with 15 years of experience in call centers and contact center operations, now a pre-sales engineer at Calabrio. From workforce management to building teams that thrive, Mathieu shares insights for leaders navigating agents through everyday customer service.

Key Takeaways

• Finding the Groove in Customer Service: Mathieu explains how the management of workforce in customer service is similar to a band on stage: Everybody fills a different role and does, what they can do best. Only this way, the result will sound good.

• Strategies for Attracting and Retaining Talent: Mathieu explains how flexibility, engaging recruiting techniques, and gamification can help build and retain high-performing contact center teams.

• The Role of Technology in Training and Engagement: Learn how tools can support personalized coaching, enhance agent performance, and foster continuous growth in customer service roles.

Whether you’re leading a contact center, exploring the latest in customer service technologies, or seeking insights into team management, this episode offers actionable strategies and expert perspectives.