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 | 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 | 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...
