Garry Gormley - Lessons CX leaders can learn from Customer Service Agents

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Decoded by Threado AI

Threado

49 episodes

9 months ago

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

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Entrepreneurship

Business,

Marketing

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Garry Gormley - Lessons CX leaders can learn from Customer Service Agents

Decoded by Threado AI

40 minutes

1 year ago

Garry Gormley - Lessons CX leaders can learn from Customer Service Agents

🤙🏻 About the Guest - Garry Gormley is the founder, and CEO of FAB Outsourced Solutions which is helping contact centres operate more efficiently! He has 20 years of experience within the contact centre industry.

🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.

🤙🏻 Timestamps

0:49 - The leadership aspect of customer support
04:18 - The underestimated role of call centre agents
8:24 - The two career-defining roles in Garry's life
11:33 - Operational excellence in terms of customer support
18:09 - Gaps between sales and customer support teams and how to bridge them
28:49 - Is AI going to take away the service jobs?
34:18 - What can CX teams learn from call centre agents
38:47 - Outro to the podcast

🤙🏻 Where to find Garry Gormley - https://www.linkedin.com/in/garry-gormley-the-fab-group/
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20