by Garry Gormley | Apr 30, 2026 | Agent Assist, AI, employee experience, Trust
The conversation about the future of contact centres often starts with technology. AI, automation, agent assist, routing, analytics and self-service dominate much of the current debate. But in our latest Contact Centre Network discussion, we brought the focus back to...
by Garry Gormley | Mar 31, 2026 | Agent Assist, AI, Coaching, Contact centre, Customer-Centric, leadership, Recruitment, Skills
The contact centre industry has never stood still for long, but the pace of change now feels different. AI is becoming more embedded in day-to-day operations. Customer expectations are rising. Simpler interactions are being automated away. And what remains for...
by Garry Gormley | Nov 11, 2024 | Agent Assist, AI, leadership, Training
How will AI Influence Learning & Development? Will It Replace The Role of The Trainer? The question of whether artificial intelligence (AI) will replace human beings as customer service agents is already raging but how will AI impact the role of training and...
by Garry Gormley | May 30, 2024 | Agent Assist
How do Contact Centre operational leaders use real-time agent guidance to make your teams more effective, more efficient and more empowered to do an awesome job for customers? Having a structured knowledge base and tools to help support team real time with prompts,...
