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 | 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 | Feb 12, 2023 | Contact centre, Customer Experience, Technology
FAB has always been built from on operational managers perspective how do we help Contact Centre leaders tackle some of the problems they face off to daily. Having worked in contact centres for a long time I’ve seen most of the problems we set out to help others with....
