by Garry Gormley | Oct 12, 2024 | Contact centre, Customer Experience, Technology
Customer experience (CX) in contact centres has been a pressing issue for a long time, but now as more businesses lean on technology to manage customer interactions, from challenging Voice calls, live digital web chatting, to AI-driven chatbots, the question remains:...
by Garry Gormley | Feb 15, 2024 | Contact centre, Customer Experience, Technology, Trust
After five years of working for myself in business, I’ve identified some key themes that as I reflect have given me valuable insights and lessons learned! The last 5 years have been a roller coaster and as a business owner I’ve navigated a messy divorce with Europe...
by Garry Gormley | Nov 14, 2023 | Contact centre, Gamification, Technology, WFM, WFO
In the contact centre world, managing resources effectively stands as a crucial but continual challenge. The key to a successful contact centre lies in its ability to balance supply and demand, ensuring optimal occupancy and reducing staff attrition. This article...
by Garry Gormley | Sep 7, 2023 | Contact centre, CRM, Customer Experience, Digital, Omni-channel, Technology
Customer experience and employee engagement are two critical factors that can make or break the success of a contact centre. The contact centre, often serving as the frontline for customer interactions, plays a pivotal role in shaping these aspects. To excel in this...
by Garry Gormley | Feb 12, 2023 | Contact centre, Customer Experience, Technology
FAB has always been built from on operational managers perspective how do we help Contact Centre leaders tackle some of the problems they face off to daily. Having worked in contact centres for a long time I’ve seen most of the problems we set out to help others with....
by Garry Gormley | Jan 29, 2023 | Contact centre, Gamification, sales, Technology
When we start to integrate gamification into our contact centre WFO platforms there’s a tendency to want to gamify everything! But what can you gamify and what should you avoid gamifying like the plague!? What is Gamification? If you haven’t heard of gamification...
