by Garry Gormley | Jun 26, 2026 | Customer Experience
Customer experience has never had more attention, more investment, or more technology behind it. Organisations are spending heavily on AI, automation, CRM platforms, journey orchestration, self-service and analytics. Yet despite all that effort, customer satisfaction...
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 | Jan 13, 2026 | Customer Experience
The final Contact Centre Network Live of the year was held with an eye on the future, exploring what CX leaders should expect in 2026. A lively and insight-rich conversation was had with Steve Morrell, Managing Director at ContactBabel, and Jimmy Hosang, CEO of Mojo...
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 | May 10, 2024 | Contact centre, Customer Experience, leadership
Seven Ways to Improve Yours and Your Team’s Critical Thinking Skills in the Contact Centre In the contact centre, critical thinking skills are essential. These skills enable customer service agents to handle queries more effectively, it help team leaders solve...
