by Garry Gormley | Oct 18, 2024 | Uncategorized
Delivering an exceptional customer experience (CX) couldn’t be more important, as we note a steady decline in Customer in service levels it seems customer expectations are on the rise as running a contact centre becomes more challenging, high levels of...
by Garry Gormley | Jul 9, 2024 | Contact centre, Customer Experience, Uncategorized
Contact centres have a lot of metrics and performance metrics are crucial for gauging efficiency, effectiveness, and overall customer satisfaction and operational rigour. Among these metrics, Average Handling Time (AHT) often garners significant attention. AHT...
by Garry Gormley | Jul 4, 2024 | Uncategorized
Emotionally intelligent contact centres, generally means people using the skill of emotional intelligence when handling customer contact. Emotionally intelligent contact centres driven by AI? 🤖 What does this mean? Is this Artificial Intelligence using the...
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...
