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 | leadership
A topic that remains deeply uncomfortable in many organisations but should be something that happens without even thinking if done well is feedback. Despite decades of leadership frameworks, performance models, and appraisal systems, feedback is still too often...
by Garry Gormley | May 29, 2025 | AI, Coaching, Quality assurance, Quality Intelligence
For years, Quality Assurance (QA) in contact centres has lived in the shadow of compliance, often perceived as a “tick, box” exercise or worse, a “sales prevention unit.” But as customer expectations rise and technology advances, it’s...
by Garry Gormley | Nov 11, 2024 | Agent Assist, AI, leadership, Training
How will AI Influence Learning & Development? Will It Replace The Role of The Trainer? The question of whether artificial intelligence (AI) will replace human beings as customer service agents is already raging but how will AI impact the role of training and...
by Garry Gormley | Oct 14, 2024 | leadership
As a leader, your influence over your team extends far beyond tasks and strategies. Every attitude you bring into the workplace impacts not only how you behave but also how your team responds to you. If you’ve ever noticed a ripple effect of positivity—or...
by Garry Gormley | Oct 12, 2024 | Coaching, Contact centre, leadership, Performance Management
In this article we share the key takeaways from the recent webinar hosted by FAB Solutions and The Contact centre network Founder, Garry Gormley we share some valuable insights offered by industry experts Helen Beaumont-Manahan from BPA Quality, and Business...
