by Garry Gormley | Apr 30, 2026 | Agent Assist, AI, employee experience, Trust
The conversation about the future of contact centres often starts with technology. AI, automation, agent assist, routing, analytics and self-service dominate much of the current debate. But in our latest Contact Centre Network discussion, we brought the focus back to...
by Garry Gormley | Mar 17, 2026 | Trust
Kay Littlehales MInstSMM , Lee Charlton and Panel host Garry Gormley unpack why trust, empathy and accountability matter more than ever. In workplaces across the UK, trust is being tested. Over the last few years, organisations have had to navigate remote working,...
by Garry Gormley | May 30, 2024 | Trust, Uncategorized
It can be argued that since the pandemic we have developed a lack of connectivity with others that may be impacting, trust, emotional intelligence, and performance in contact centres. Research from CIPD showed that, in the first year of COVID-19 (2020), trust in...
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 | Aug 26, 2023 | Contact centre, leadership, Trust
In the ever-evolving landscape of modern work, the paradigm shift towards remote and hybrid work environments has become a reality for many industries. Among those, contact centres have had to adapt to this transformation, facing both opportunities and challenges. One...
