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...
by Garry Gormley | Feb 15, 2024 | Contact centre, Customer Experience, Technology, Trust
After five years of working for myself in business, I’ve identified some key themes that as I reflect have given me valuable insights and lessons learned! The last 5 years have been a roller coaster and as a business owner I’ve navigated a messy divorce with Europe...
by Garry Gormley | Nov 14, 2023 | Contact centre, Gamification, Technology, WFM, WFO
In the contact centre world, managing resources effectively stands as a crucial but continual challenge. The key to a successful contact centre lies in its ability to balance supply and demand, ensuring optimal occupancy and reducing staff attrition. This article...
by Garry Gormley | Sep 7, 2023 | Contact centre, CRM, Customer Experience, Digital, Omni-channel, Technology
Customer experience and employee engagement are two critical factors that can make or break the success of a contact centre. The contact centre, often serving as the frontline for customer interactions, plays a pivotal role in shaping these aspects. To excel in this...
by Garry Gormley | Aug 26, 2023 | Contact centre, leadership, Trust
In the ever-evolving landscape of modern work, the paradigm shift towards remote and hybrid work environments has become a reality for many industries. Among those, contact centres have had to adapt to this transformation, facing both opportunities and challenges. One...
