Key Considerations for Your Post-Pandemic Contact Centre Operating Model - with Garry Gormley

Garry Gormley is the founder of FAB Solutions - the contact centre specialists. He has nearly 20 years’ experience in the contact centre industry. In that time, he’s working across a wide range of industries, and has been responsible for a number of projects.

Garry also runs The Contact Centre Network. The Network holds free monthly events, with industry thought leaders sharing practical advice and support to help improve the running of your contact centre.

He shares the key considerations when it comes to deciding on your post-pandemic operating model.

Garry’s Top 3 Tips:

Evaluate what your operating model needs to look like. If you’ve still got resource challenges 12 months on from COVID, there are some core issues which need to be addressed (21:55).

Listen to your employees and take action on what they’re saying. The employers who do this will suffer lower attrition when certainty returns and people start looking for jobs again (22:37).

Invest in the capability of your leadership team, so they’re better able to coach and communicate with their team remotely (23:37).

You'll Learn:

The percentage of remote workers who want to remain remote, return to the office, and want a combination. The numbers may surprise you (05:26).

9 advantages of having an operating model with 100% of agents working from home (07:15).

3 benefits to agents for working in centre (11:38).

How remote working can jeopardise agents’ resilience, and what to do about it (12:27).

What needs to change to ensure work from home agents get the support they need (13:28).

Advice from a leader of a 100% remote BPO, to get the best from work from home agents (16:26).

Garry’s Customer Experience equation. Get these pillars right, and great Customer Experience is assured (25:17).

Show notes: https://bravatrak.com/garry-gormley-podcast

Connect with Garry here: https://www.linkedin.com/in/garry-gormley-fism-the-contact-centre-specialist/

Join ‘The Contact Centre Network’. Garry runs free monthly events, with industry thought leaders sharing their experience and best-practice tips.

If you'd like to understand how the future of contact centre coaching - which is a behavioral science based approach - can help you to strengthen employee engagement and enhance customer experience, send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.