Matt Flemming has been working in and around call centers since 1990 in both operations management and information technology roles. He has worked for four notable casino properties and has continually found ways to improve the call center experience through innovative operational tactics and employee programs as well as targeted technology investments. Matt has enjoyed remarkable and repeated success in streamlining, consolidating, and generally improving call center operations on both the qualitative and quantitative fronts.
While working in Atlantic City, Matt was responsible for developing, opening and operating what is arguably the most advanced Customer Care Center in the U.S. casino industry. And, most recently, he was responsible for an overwhelmingly successful transformation and consolidation of contact centers at the leading resort on the Mississippi Gulf Coast. From strategy development, pre-opening staff plannning, budgeting and design to systems selection, integration and implementation, Matt's expertise has helped create the new standard for centralized call centers in our industry.
Matt is a regular speaker and panelist at industry conferences as well as contributing writer for leading industry publications.
With the founding of Flemming Consulting, LLC in 2007, Matt continues to pursue his goal of bringing the resort/casino call center to a heightened state of being. If you want to make your call center into something great and you think we can help, drop us a note at info@flemmingconsulting.com.
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| Matt Flemming, Principal |
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