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 | Dec 11, 2024 | Contact centre, Customer Experience, WFM, WFO
Mastering Workforce Optimisation, Insights from the WFM Trifecta! Great Contact centres operate at the intersection of strategic planning, cultural engagement, and technological enablement. This month at The Contact Centre Network hosted by Garry Gormley, founder of...
by Garry Gormley | Oct 12, 2024 | Contact centre, Customer Experience, Technology
Customer experience (CX) in contact centres has been a pressing issue for a long time, but now as more businesses lean on technology to manage customer interactions, from challenging Voice calls, live digital web chatting, to AI-driven chatbots, the question remains:...
by Garry Gormley | Oct 12, 2024 | Coaching, Contact centre, leadership, Performance Management
In this article we share the key takeaways from the recent webinar hosted by FAB Solutions and The Contact centre network Founder, Garry Gormley we share some valuable insights offered by industry experts Helen Beaumont-Manahan from BPA Quality, and Business...
by Garry Gormley | Jul 9, 2024 | Contact centre, Customer Experience, Uncategorized
Contact centres have a lot of metrics and performance metrics are crucial for gauging efficiency, effectiveness, and overall customer satisfaction and operational rigour. Among these metrics, Average Handling Time (AHT) often garners significant attention. AHT...
by Garry Gormley | May 10, 2024 | Contact centre, Customer Experience, leadership
Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre In the contact centre, critical thinking skills are essential. These skills enable customer service agents to handle queries more effectively, it help team leaders solve...
