Meet the team – Maciej Bierkus, BrightCloud Group Contact Centre Consultant

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Tell us a little more about yourself?

I am a contact centre consultant at BrightCloud Group. I was born in Poland where I studied telecommunication and computer networking at university before completing a master’s degree in computer science.  

Since living in Scotland my main hobby is wood working. I mainly produce furniture and other items with my children. I even have my own wood working workshop! I am also a keen aviation photographer.

How long have you worked at BrightCloud Group?

I have been working at BrightCloud Group for almost 2 and a half years.

Describe to us a typical day as a Contact Centre Consultant?

A typical day
starts with our daily catch up meeting where we discuss any tasks planned or any project work that needs to be completed. My days vary from being reactive to any incidents or faults with customer’s software, meetings with customers, investigations into areas of improvement and completing day-to-day project tasks. 

What were you doing before working at BrightCloud Group?

When I finished
university I worked for an organisation in Poland mainly working in software development and with this company I was sent out to Ireland to gain further work experience. After that I moved to Scotland in 2005 where I worked for Fife Council, my daily activities ranged from technical support to project management. I worked here for 11 years before working for BrightCloud Group.

What would you say is the most rewarding aspect of your role?

Customer satisfaction and happiness. 
Customers are satisfied and they know that they can rely on BrightCloud Group’s support and expertise which is very rewarding to see.  Another rewarding aspect is seeing all the things we manage to achieve as a business. This recently included watching our BCSquared Cloud platform be developed and progress with changes in the industry.

What is your biggest achievement since working at BrightCloud Group?

I feel that the small everyday accomplishments we achieve individually and as a business make up for one big achievement. It’s great to see how we as a business manage to evolve over timeWe’re getting stronger and stronger every day with a team of skilled colleagues. 

What three words would your colleagues use to describe you?

Mega-brain (or big brain), reliable and helpful.

Tell us the most memorable moment that has happened at BrightCloud Group whilst you’ve been working there?

I really enjoy the annual company meetings, meeting up with everyone in the team is great!
From the business perspective the live demo of Webex Contact Centre by Richard Bowmaker has to be my most memorable moment so far! It showed how contact centres are changing in the future and in the industry operations going forward.

What’s the most recent piece of tech that you’ve bought and why?

My s
mart watch (Samsung Watch Active 2). The watch is great for tracking fitness and responding to messages instantly. As a family we are into fitness and enjoy lots of walking, I myself also enjoy the gym so the watch is a great piece of tech to track these things.

What item could you not live without?

If I don’t have 
something I will utilise something else. I make things so I don’t have anything I depend on. So I wouldn’t depend on a physical item but more a manual ability that I couldn’t live without. I couldn’t live without my ability to be able to build things from nothing.

What’s the most significant change you’ve witnessed in the industry since you started working in it?

The biggest change I’ve seen in the industry is the shift from built applications into the ability to have things available over a website. This completely changed the way things could be accessed. You can go back and change things without the need to change the application. I think this was the first step towards cloud contact centres

If there’s one thing you could change about the industry, what would it be?

Try not to focus on the hardware as much and think more about the customer experience! I would push the technology in the direction of the customer experience and not to become limited by technology. This theory can be applied to everything!

Who or what has most influenced your career and why?

Robin D. – h
e was my team leader for a long time at Fife Council. At the beginning of my career he was there guiding me through and always supporting me. When I needed training or wanted to develop he helped and supported me. He helped me develop the foundations and experience I have today.