Anna Mateusheva is a contact center operations and product expert with nearly 20 years of experience across the industry — starting as a frontline operator and working up through team lead, operations manager, and Deputy COO roles before moving into product.
She spent over 12 years at Simply Contact, most recently as DCOO and Head of Project Office and Business Process Manager (2019–2025), where she managed international teams, optimized business processes to COPC standards, and led operational KPI and Continuous Improvement programs across the company’s markets. Under her leadership, an RPA rollout lifted agent productivity by 18%, an IT chatbot cut technical department workload by 40%, and a system of individual development plans (PDPs) reduced staff turnover by 10%. She also documented and optimized 25 core business processes and rolled out PeopleForce to support the company’s scaling across five countries.
Her focus today is on AI and voice automation, omnichannel communication, and the analytics that let contact centers actually see where they’re losing customers.
