Decoded by Threado AI 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