#204 - Get out of Wrap TV ft. Garry Gormley

Get Out of Wrap - Contact Centre Chat

In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers.

### Key Takeaways:

1. **Using Conversational Data to Drive Performance**:

Garry emphasizes the potential of conversational analytics in improving agent performance, even for centers without advanced tools. He discusses how analyzing everyday customer-agent interactions can reveal insights, such as key phrases, sentiment, and tone, to identify improvement areas.

2. **Enhancing Coaching Conversations**:

Garry highlights the importance of coaching for conversational performance rather than focusing on compliance. He advocates for real-time feedback and personalized coaching, stressing that coaching should target how agents handle calls, including empathy, tone, and question types, to drive better outcomes.

3. **Moving from Reactive to Proactive Service**:

The conversation shifts to how contact centers can transition from reactive customer service to proactive solutions. By identifying recurring issues in customer interactions, leaders can reduce the volume of repeat problems and improve overall service efficiency and customer satisfaction.

### Why Listen?

Listeners will gain valuable insights on how to leverage data from everyday interactions to improve both agent performance and customer experience. Garry shares practical tips for improving coaching conversations, managing vulnerable customers, and using conversational insights to create a more proactive customer service approach.

This episode is a must-listen for contact center managers, team leaders, and anyone interested in enhancing agent development and customer satisfaction through actionable insights.