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The Contact Centre Network – Mastering Workforce Optimisation, Insights from the WFM Trifecta!
This month at The Contact Centre Network hosted by Garry Gormley, founder of FAB Solutions, we invited some great industry legends and explored how all of these elements—dubbed the WFM Trifecta
How will AI Influence Learning & Development? Will It Replace The Role of The Trainer?
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...
Building a Customer-Centric Contact Centre Strategy: The Key to Reversing Declining Satisfaction Trends
Building a Customer-Centric Contact Centre Strategy: The Key to Reversing Declining Satisfaction Trends With the backdrop of declining customer satisfaction across industries in both the US and the UK, it’s clear that as contact centres leaders we've got a global...
How Mature is Your CX?
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 attrition,...
How Attitudes and Belief’s Left Unchecked are killing your Culture
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...
Is Customer Experience in Contact Centres Getting Worse?
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:...
Enhancing Coaching and Performance Management in Contact Centres
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...
Why AHT (Average Handling Time) is Not an Appropriate Metric for Contact Centre Agents
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...
Balancing the Human Touch and the Digital Reach: Contact Centres, AI and Emotional Intelligence.
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...
Employee Engagement Strategies that work! Key Insights from Contact Centre Network Panel Experts
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...
The Future of Agent Assist in Contact Centres – Reducing Cognitive Overload and Enhancing Efficiency
AI and agent assist technologies are helping to transforming the operational landscape for contact centre teams. These tools are designed to support agents by reducing cognitive overload and improving overall efficiency, leading to better customer experiences and streamlined operations. The recent webinar from the Contact Centre Network, featuring experts Jimmy Hosang and Nerys Corfield, delved into the critical role of agent assist technologies and how they can be effectively implemented.
Navigating Emotional Intelligence and Trust in Leadership
The role of emotional intelligence is indispensable in leadership and the global disruptions during and post pandemic, have put leadership skills to the test, particularly emotional intelligence. Leaders now, more than ever, need to adeptly manage not just the logistical aspects of their roles but also the emotional dynamics of their teams, especially given the increased prevalence of remote and hybrid work settings which has removed that watercooler conversation and the osmotic relationship we have when we are face to face with teams.
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 problems efficiently, and focus on continuous improvement and exceptional customer experience outcomes. At FAB Solutions, we recognise the importance of fostering these abilities among our clients, their team leaders and their senior leaders
Lessons From A FAB Five Year Old
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...
The Role of Team Leaders in Contact Centres Post-COVID
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...
Navigating the Evolving Landscape of Employee Engagement and Quiet Quitting
In a recent insightful event, hosted by The Contact Centre Network and FAB Solution Founder Garry Gormley, We invited a panel of experts to delve into the ever-relevant topic of Employee Engagement, especially in the wake of the Great Resignation and the emergence of...
How Do We Enhance Contact Centre Efficiency with Strategic Workforce Planning
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...
Are Chatbots the enemy of good customer service?
Chatbots are often seen with a negative view. But are they really the enemy? If we explore some of the key features that make a good chatbot they can actually help enhance the customer journey and positively impact internal metrics in the contact centre. Natural...
Improving CX and EX with the Digital Trifecta! The Harmonious Triad of Digital Transformation!
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...
The Crucial Link Between Trust, Psychological Safety, and Remote Work Success in Contact Centres
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...
How Do We Help Contact Centre Customer Experience SING
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....
Does Gamification in Contact Centres have unintended consequences?
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...
Take the phrase ‘call centre’ out of your blacklist you can’t live without the modern day contact centre – By Kai Simpson
It was the early 2010s, the landline rang five times before going to voicemail. Being eight years old, I was told to never answer that landline phone because “you only get people trying to sell you things you don’t want” my mum used to say. On the off chance that I...
Is outsourcing your contact centre worth it and how to make it work?
If outsourcing strikes fear into the very heart of your operation and gives you more sleepless nights then a Hitchcock horror then read on with this article as there are some useful tips to hammer out the horror of your Outsourcing fears and if you are outsourcing...
What is High Performance Culture anyway?
How clear is your strategy for developing High performance culture and great customer experience?What is a high-performance culture anyway? How do you know when you have it nailed on? This was a question I posed in a recent poll on social media and it’s a question we...
Dear CC Manager: Let’s stop pretending. Your job title should be Plate Spinner
If you are like most contact centre managers, you landed in your role in one or two ways: you went into the contact centre world as a job ‘just until I find a proper career’ or you were always passionate about solving problems and helping customers get exceptional...
Speech Strategies for your contact centre….
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...
So you are setting up a new contact centre?
So, you're setting up a new contact Centre..... In this article we look at some of the key considerations for someone who wants to set up a contact centre, you might be growing in numbers and now is the time to embrace new technology and develop your contact...
To Cloud or not to Cloud?
The Contact centre in it’s truest form has been around since the early 50’s and mid 60’s with the introduction of Automatic Call Distributors (ACD) it enabled what we now know as our more “traditional” call and contact centre environments, the ability to direct large...
You are 100 in the queue
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…
Are you a pain reliever or stress buster?
What are the things that keep your client awake at night? What are your clients pain points?
Create engaged employees and boost your bottom line.
More and more employers are switching on to the fact that higher engagement levels in the workplace…
5 top tips for creating a robust sales process
According to the CSO insights in 2018 – 43% of organisations still do not have a formal sales methodology and…
4 ways of getting ROI from your sales and leadership Training
Return on investment is something that is often hard to measure with Sales…
Fast Food Generation
As a 16 years old I was like many other teens around me wanting to spend my money on CD’s and DVD’s and computer games but the difference came when at 17…
Gift of the Gab?
Sales is not a dark art. The perception is that some people are natural born sales people and have the “gift of the gab” the truth is some of us are more naturally…
5 Top tips for Managing Stress and resilience
Two of a sales professionals best and worst friends, as a sales manager or sales professional you get your fair share of…
Can you really sell in a Non-advised process?
I’ve managed teams through the transformation for advised selling and non-advised selling and I have heard all…
Dissecting Behaviours of Top Sales Agents
Most organisation’s split their sales people into 4 categories. Lower Quartile – Agents who may be underperforming or new to…
5 Tips for managing sales pipelines
Asking your team what’s happening with this customer and where are we at with a given client can be hard, especially when you…
5 Mistakes to avoid when following up
How many times have you heard these statements from your sales teams or how often have you said them? “I didn’t think…
