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 | 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 | Dec 7, 2020 | Uncategorized
With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...
by AlanM | Aug 26, 2019 | Uncategorized
As a contact centre business consultant, I’m always intrigued when I call a contact centre to see how the service they are offering stacks up, last week I had the pleasure of waiting over 30 minutes for Virgin media to answer the phone for me to add a voicemail...
