Matt Rumins
Newton Mearns, Scotland, United Kingdom
2K followers
500+ connections
2K followers
500+ connections
About
The reality of most Contact Centres? You’re paying for time that isn’t being…
Articles by Matt
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The start of a few predictions and recommendations for 2025
The start of a few predictions and recommendations for 2025
There are so many prediction pieces flying around at this time of year, so why am I adding to it?! Having spent the…
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2K followers
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Matt Rumins shared thisWhat a great week in Chicago, great city, exciting meetings and some fun watching the World Cup ⚽️
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Matt Rumins shared thisSome week! Started with a fantastic UK All Hands, it’s always great to spend time with such a variety of colleagues especially those that we don’t engage with day to day. We took time out of our session to support The Buddy Bag Foundation QAVS it always means so much to be able to do just a small amount for such a vital cause. We also welcomed our customers and prospective customers to discuss where Dynamic Workforce Orchestration will help and support them in the current fast moving market. Wednesday saw us support the CCMA | Contact Centre Management Association People Summit. I was delighted to run a round table discussion and share our experiences. It’s always great to work with Kate Knowles and an honour to be on the agenda with such a strong line up! Looking forward to a few days off!
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Matt Rumins shared thisGreat to be at Genesys Xperience today and tomorrow at Tobacco Dock in London. Come over and chat to Alex Allan and I if you’re attending.
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Matt Rumins shared thisDisappointed to miss The Forum Spring Conference but if you’re there go and see Simon Bland and Jack O’HaganMatt Rumins shared thisJack O’Hagan and I are ready to go at The Forum spring conference in Newcastle. Swing by stand 3 to chat about how Intradiem is helping organisations move beyond static planning to real-time dynamic workforce orchestration.
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Matt Rumins shared thisIf you're searching for a new role and have Customer Success and Account Management experience take a look at this role and give me a shout if you want to discuss it. Please note that agencies are not being considered at this time. For more details, visit the job listing here: https://lnkd.in/guu5NsEx
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Matt Rumins reposted thisMatt Rumins reposted thisToday we’re celebrating National Contact Centre Day in the UK—recognising the professionals who power customer service every day. Across the UK, nearly one million people work in contact centre roles, solving complex problems, supporting customers, and representing the voice of their organisations. At Intradiem, we’re proud to support contact centre teams with technology that helps balance workloads, reduce burnout, and deliver better customer experiences. 👏 Thank you to everyone working in customer service! Learn more from the CCMA | Contact Centre Management Association: https://lnkd.in/eAxA44wW #NationalContactCentreDay #ContactCentre #CustomerService #CX
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Matt Rumins shared thisSimon and Jack are all set up and raring to go! If you’re at the CC Expo over the next couple of days, head over and find out how Intradiem can deliver productivity savings and support agent well being!Matt Rumins shared thisWe’re up and running at the CC Expo at Excel! Pop over to stand CC-E20 to find out how Intradiem helps contact centres reduce costs, improve agent experience, and boost performance without adding complexity. #CCELondon #CallAndContactCentreExpo #ContactCentre #intradiem Matt Rumins Jack O’Hagan
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Matt Rumins shared thisDo go over and see Simon at the CCW Europe event...Matt Rumins shared thisDay 2 of the CCW Europe Summit in Amsterdam. Come over and have a chat at stand 52 to hear how Intradiem delivers 6-10% productivity savings to our customers. #intradiem
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Matt Rumins shared thisA great day out to the 🏖️! The ☀️ was shining, by the 🌊, catching up with our good friends. Delighted to hear just how well you are progressing guys 👏 Exciting times 👏
Matt Rumins replied to a comment
1w
Faye McGlinchey Sorry $20 won’t buy us many drinks in Vegas!
Hope you’re having a great trip David McGuire
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Matt Rumins liked thisMatt Rumins liked thisA little bit late on this one - last week the whole of Intradiem got together in Las Vegas for our annual All Hands meeting. As a company that works remotely, we don’t get the chance to come together that often, so these meetings are always special. A big thank you to our Marketing and Leadership teams for putting together such a great few days. It was brilliant to hear success stories from our customers, learn more about the exciting product developments and roadmap ahead, and spend some proper time with colleagues from across the business. Plenty of fun along the way too! A great few days and a good reminder of what makes Intradiem such a great company to be part of. #intradiem
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Matt Rumins liked thisMatt Rumins liked this🚀 Great conversations, great people, and great collaboration! Delighted to have co-hosted an event with Zoom, bringing together CX, knowledge management, and AI leaders to discuss how organisations can empower their teams and customers. A huge thank you to Adam Hart and Ben Neo from Zoomm for partnering with KMS Lighthouse and helping make the event such a success. Special thanks to Chelsea Martin from Saga plc. for joining remotely and sharing the Saga success story. It was fantastic to hear how KMS Lighthouse continues to support Saga's knowledge journey as a long-term customer and trusted partner. A big shoutout to Megan Hardman, who delivered an outstanding demo and showcased how KMS Lighthouse helps organisations provide the right knowledge at the right moment across every customer interaction. Most importantly, thank you to everyone who attended. The engagement throughout the session was incredible. The questions were insightful, challenging, and highly relevant. From aviation to retail, financial services to customer service operations, it was great to hear different perspectives and real-world challenges from a wide range of organisations. The level of interaction reinforced just how important knowledge, AI, and employee enablement have become in delivering exceptional customer experiences. Looking forward to continuing these conversations and exploring how businesses can transform customer engagement through smarter knowledge management. #Zoom #KMSLighthouse #CustomerExperience #CX #AI #KnowledgeManagement #ContactCentre #CustomerService #DigitalTransformation #Partnerships #Innovation 🚀🤝
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Matt Rumins liked thisMatt Rumins liked thisWhat a day in London! 🚀 Today, KMS Lighthouse and Zoom brought together CX, knowledge management and AI leaders at MidCity Place for "Zoom Into Knowledge", and the room did not disappoint. A huge thank you to: 👏 Ben Neo and Adam Hart from Zoom, for a brilliant partnership and a clear look at where AI is taking CX 👏 Chelsea Martin from Saga plc., for joining us remotely to share Saga's knowledge journey 👏 Megan Hardman, for a demo that showed how the right knowledge can reach the right person at the right moment And most of all, thank you to everyone who came. The questions were sharp, the conversations were honest, and the perspectives from aviation, retail, financial services and customer service made the day. The takeaway for me: knowledge, AI and employee enablement are no longer nice-to-haves. They are how great customer experiences get delivered. Looking forward to continuing the conversation. 💬 Sagi Eliyahu Doron Gower Rami Kachlon Yonatan Eivan Praise O. Joy Deep, MBAJoy Deep, MBA Yair CohenYair Cohen Kfir Zuckerman Amir Benyamini Elad Bashi Erez Kreda #ZoomIntoKnowledge #KnowledgeManagement #CustomerExperience #GenAI #KMSLighthouse #Zoom #London #CX
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Matt Rumins reacted on thisMatt Rumins reacted on thisHad the whole EMEA leadership team together yesterday. Sales, marketing, presales, customer success, services, partners, finance and HR, all in the same room for the day. We spent it on one question. What do our customers need from us that they're not getting yet? That's harder than it sounds. Our clients are trying to work out what AI actually changes for them day to day, not in a demo. They don't need us turning up with an org chart or with a pre built proposal for more stuff. They need us turning up with an answer. So we started with them and worked backwards. A year ago a lot of these people sat in different parts of the business. Yesterday you couldn't tell. Nobody was defending old ground and nobody was protecting a patch. And for any people leaders out there, you know just how important that is and it was truly a breathe of fresh air. The other thing that struck me is just how much talent sits in our region, and how much opportunity we have to help our customers more today, than we did yesterday. Thanks to everyone who got stuck in, challenged me and the room, and stayed for dinner. #It's a great time to be at Verint.
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Matt Rumins liked thisMatt Rumins liked thisAfter spending 18 years in Resource Planning and Real Time operations, I know that the plan rarely goes to plan... Work arrives unpredictably, queues build whilst other skills sit with availability , and supervisors and RTA's end up firefighting instead of managing proactively. The gap isn't visibility, most teams can already see the problem. It's action in a timely manner Dynamic Workforce Orchestration closes that gap by acting on live conditions the moment they change: reprioritising work, filling available time with coaching, offering time off or overtime in real time, and balancing workload before burnout sets in. The result? Organizations automating intraday decisions see 6 to 10% productivity gains, often within weeks, with ROI in as little as 3 months and returns as high as 7X. For leaders accountable for service levels, cost, and retention, this is what closing the intraday gap actually looks like. 👉 Read the full guide to see how real-time intraday management drives measurable results: https://bit.ly/4yFUpCH #WorkforceManagement #CustomerExperience #IntradayManagement #DynamicWorkforceOrchestration #EnterpriseSaaS
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Matt Rumins liked thisMatt Rumins liked thisPlans are built for structure, but the day rarely co-operates. Work arrives unpredictably, queues overload while others sit idle, and supervisors end up firefighting instead of managing proactively. The gap isn't visibility, most teams can already see the problem. It's action. Dynamic Workforce Orchestration closes that gap by acting on live conditions the moment they change: reprioritising work, filling idle time with coaching, offering VTO or overtime in real-time, and balancing workload before burnout sets in. The result? Organizations automating intraday decisions see 6 to 10% productivity gains, often within weeks, with ROI in as little as 3 months and returns as high as 7X. For leaders accountable for service levels, cost, and retention, this is what closing the intraday gap actually looks like. 👉 Read the full guide to see how real-time intraday management drives measurable results: https://bit.ly/4yFUpCH #WorkforceManagement #ContactCentre #CustomerExperience #IntradayManagement #DynamicWorkforceOrchestration #EnterpriseSaaS
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Matt Rumins reacted on thisMatt Rumins reacted on thisA few days in Greece with my girls 🇬🇷 I spend a lot of time thinking about the next win at work. It’s good to slow down and appreciate what’s already in front of me. Grateful for my wife’s support and the little life we’re building together
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Matt Rumins liked thisMatt Rumins liked thisJob hunting in Customer Success is a strange experience. You spend your career championing customers, removing friction, and building trust — then suddenly you’re the one on the outside, hoping someone sees the value you’ve spent years creating. It’s a shift that forces you to confront things you don’t talk about in QBRs: The silence after an application. The roles that vanish mid‑process. The interviews where you feel like you’re pitching your own worth instead of your impact. But here’s the part that surprised me most: Customer Success prepares you for this moment better than you think. You already know how to stay calm when expectations change. You already know how to communicate value clearly. You already know how to build relationships from zero. You already know how to turn uncertainty into progress. Job hunting isn’t just about finding a role — it’s about choosing the next team you’ll advocate for, the next product you’ll believe in, and the next group of stakeholders you’ll help succeed. If, like me, you’re in the search right now, remember: You’re not “looking for a job.” You’re choosing the next customer you’ll fight for.
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