by Garry Gormley | Nov 11, 2024 | Agent Assist, AI, leadership, Training
How will AI Influence Learning & Development? Will It Replace The Role of The Trainer? The question of whether artificial intelligence (AI) will replace human beings as customer service agents is already raging but how will AI impact the role of training and...
by Garry Gormley | Oct 14, 2024 | leadership
As a leader, your influence over your team extends far beyond tasks and strategies. Every attitude you bring into the workplace impacts not only how you behave but also how your team responds to you. If you’ve ever noticed a ripple effect of positivity—or...
by Garry Gormley | Oct 12, 2024 | Coaching, Contact centre, leadership, Performance Management
In this article we share the key takeaways from the recent webinar hosted by FAB Solutions and The Contact centre network Founder, Garry Gormley we share some valuable insights offered by industry experts Helen Beaumont-Manahan from BPA Quality, and Business...
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...
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...
