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 | Jan 13, 2026 | Customer Experience
The final Contact Centre Network Live of the year was held with an eye on the future, exploring what CX leaders should expect in 2026. A lively and insight-rich conversation was had with Steve Morrell, Managing Director at ContactBabel, and Jimmy Hosang, CEO of Mojo...
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...
