by Garry Gormley | Jun 27, 2024 | Uncategorized
The latest session on the Contact Centre Network featured an insightful discussion on employee engagement with two distinguished speakers: Kieran Innes from Stribe and Jo Garland Experienced Contact Centre Operational leader. The session focused on strategies to...
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 | Jan 29, 2024 | Uncategorized
The Need for Agile and Experienced Team Leaders As contact centres adapt to post-COVID realities, this session of the Contact Centre Network delved into how the landscape is changing, particularly focusing on the role of the frontline team leader. With guest...
by Garry Gormley | Jan 29, 2024 | Uncategorized
In a recent insightful event, hosted by The Contact Centre Network and FAB Solution Founder Garry Gormley, We invited a panel of experts to delve into the ever-relevant topic of Employee Engagement, especially in the wake of the Great Resignation and the emergence of...
by Garry Gormley | Oct 20, 2023 | Uncategorized
Chatbots are often seen with a negative view. But are they really the enemy? If we explore some of the key features that make a good chatbot they can actually help enhance the customer journey and positively impact internal metrics in the contact centre. Natural...
by Garry Gormley | Jul 18, 2022 | Uncategorized
It was the early 2010s, the landline rang five times before going to voicemail. Being eight years old, I was told to never answer that landline phone because “you only get people trying to sell you things you don’t want” my mum used to say. On the off chance that I...
