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 24, 2024 | Customer Experience, Customer-Centric
Building a Customer-Centric Contact Centre Strategy: The Key to Reversing Declining Satisfaction Trends With the backdrop of declining customer satisfaction across industries in both the US and the UK, it’s clear that as contact centres leaders we’ve got a...
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 | 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...
