by Garry Gormley | Jun 19, 2025 | Uncategorized
When customer loyalty is shrinking and satisfaction scores hover stubbornly around the mid-70s, Contact Centre Leaders are looking for new ways to stand out. In This month’s The Contact Centre Network’s latest webinar, “Bridging the Loyalty Gap Through Proactive...
by Garry Gormley | May 28, 2025 | Uncategorized
How do we find the sweet spot between AI and empathy? That was the big question tackled during our recent Contact Centre Network webinar, “Humanology – how do we balance Humans and Technology?” With expert insights from Kane Sims (VUX World) and Jimmy...
by Garry Gormley | Feb 22, 2025 | Uncategorized
We went live for February’s edition of the Contact Centre Network, we were joined by two heavyweights in the contact centre and AI space: Ben Booth, CEO of Max Contact, and Jimmy Hosang, CEO of Mojo CX. We dived into hot debate about “The future of CCaaS, and...
by Garry Gormley | Oct 18, 2024 | Uncategorized
Delivering an exceptional customer experience (CX) couldn’t be more important, as we note a steady decline in Customer in service levels it seems customer expectations are on the rise as running a contact centre becomes more challenging, high levels of...
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...
by Garry Gormley | Jul 4, 2024 | Uncategorized
Emotionally intelligent contact centres, generally means people using the skill of emotional intelligence when handling customer contact. Emotionally intelligent contact centres driven by AI? 🤖 What does this mean? Is this Artificial Intelligence using the...
