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 | 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...
