When AI Takes the Easy Calls, What’s Left for Humans?
Much of the conversation around AI in contact centres focuses on the work it can take away.
Interviews
Tag: Garry Gormley
Contact Centre Transformation | Customer Experience | Technology | Operational Excellence
Garry Gormley is a contact centre transformation consultant, founder of FAB Solutions and author of Your Call Is Important To Us. With nearly two decades of experience in the contact centre industry, his work focuses on improving customer and employee experiences through better processes, leadership and technology.
His approach looks at the contact centre as a whole, exploring how customer journeys, operational processes, employee engagement and technology work together. As AI and automation become a bigger part of customer service, his perspective focuses on where technology can genuinely improve the experience and where organisations need to address the underlying processes and challenges first.
His conversations with Decoded Thinking explore contact centre transformation, customer experience, AI adoption and how organisations can use technology without losing sight of the people and processes behind it.
LinkedIn: Garry Gormley | LinkedIn
Website: On-site Call Centre Business Consulting | FAB Solutions
