Key Strategies to Maximize Contact Centre Performance

If you’ve ever felt like running a high-performing contact centre is a bit like spinning plates on a tightrope, you are not alone!

The good news is there are lots of ways to boost efficiency without sacrificing your people or your sanity – as seen in our latest Call Centre Helper webinar on Strategies to Maximize Contact Centre Performance.

Hosted by the ever-energetic Rachael Trickey (Digital Media Manager at Call Centre Helper), and joined by industry experts Garry Gormley (Founder of FAB Solutions) and Martin Morris (from AI trailblazers Five9), this session was jam-packed with golden nuggets.

So, let’s dive into the highlights of what made this session such a masterclass in modern contact centre leadership…

What Really Drives Performance?

Garry Gormley, Founder, CEO – FAB Outsourced Solutions — Garry Gormley

Garry Gormley kicked things off with the real question: what actually influences contact centre performance these days?

Because it’s not just about keeping costs down – it’s about creating meaningful customer outcomes while supporting your agents and building a business that can evolve.

He broke it all down into the three core pillars of People, Processes, and Technology:

1. The People-First Strategy

Garry couldn’t stress this enough – people are your biggest asset. Especially in hybrid or remote work environments, company culture has to be more than a poster on the wall. It needs to be intentional.

He encouraged leaders to:

Invest in training and onboarding
Create meaningful connections between teams
Think seriously about recruitment and retention
Manage the full employee lifecycle, from hiring to development to exit

The people-first strategy is about building a workplace where people want to stay – because when your team’s thriving, your customers feel it too.

2. Processes (That Don’t Make You Want to Scream)

Next up… Processes! Garry made a strong case for cleaning up the chaos. He reminded us how crucial it is to have clear, documented Standard Operating Procedures (SOPs) – not just for compliance, but to make everyone's lives easier.

His top tips?

Optimize the customer journey by identifying friction points
Collect real-time feedback and act on it
Measure the “ease of doing business” and fix what’s hard

Your processes should support people, not stifle them!

For advice on spotting the classic broken processes in your contact centre and advice on how to fix them, read our article: Key Signs of Broken Processes (and How to Fix Them)

3. Tech Isn’t the Enemy

Garry’s stance was clear when it came to new and evolving technology: It isn’t here to take your job. It’s here to help.

When used well, technology reduces friction and helps agents shine. From automation tools to knowledge bases, it should be seen as an enabler, not a threat.

The goal is to enhance human interaction – not replace it.

The 4 Golden Rules

Quite simply, it comes down to following these 4 golden rules:

Prioritize People – Keep communication open and listen actively.
Simplify Your Processes – Cut out the noise and make things smoother.
Embrace Technology – Use it to empower, not replace.
Never Stop Improving – Continuously review, refine, and grow.

AI in Action… From Buzzword to Game-Changer

Martin Morris, Enterprise Sales Director, Five9 — Martin Morris

Martin Morris then took us into the future – which, let’s be honest, is already here!

He explained how AI has evolved from basic chatbots to complex generative tools that are now actively transforming customer interactions and backend operations. But there’s a catch…

According to Deloitte, only 23% of companies feel ready to adopt generative AI. That’s a huge gap – and a huge opportunity.

Martin’s approach with Five9? Keep it simple, safe, and scalable. AI should fit into existing workflows, not bulldoze them.

His message was clear: When deployed responsibly, AI can elevate agent performance and dramatically improve the customer journey, as showcased in these Five9 customer success stories, including how:

The Ivy successfully automated 20% of calls
Aeroflow Health decreased their average handle times and automated after-call work
Vision Care delivered self-service to 12 million customers with Five9 AI

AI isn’t about cutting heads; it’s about amplifying your team’s potential. Think faster call resolution, happier customers, and agents who feel more empowered and less burnt out.

What’s the Sentiment on the Frontline Right Now?

Rachael Trickey then opened the floor for a dynamic discussion, where the webinar audience added their own struggles and solutions – from training gaps to the need for more personalized coaching.

There was a strong push for strengths-based development, blended with clever use of technology.

Attendees also highlighted the generational divide in AI adoption and the importance of personalized training.

The consensus? A high-performing contact centre needs to value both employee voices and customer data. One shouldn’t come at the expense of the other.

You can see some of these thoughts captured in more detail in the live audience tips below:

Route Calls to the Most Qualified Agent Based on Skills

Try to make sure that all calls or contacts are routed to the most qualified agent based on skills, experience, and past performance data.

Contributed by: Millie, a webinar attendee

For top tips on how to get your routing strategy off to a great start, read our article: Enhance FCR With Smart Routing

Focus on Making Your Employees Feel Valued and Customers Will Feel the Same

The Employee Experience / Customer Experience Loop (EX CX Loop) is massively important.

Focus on making your employees feel valued and important and they will, in turn, make your customers feel the same.

Contributed by: Alex, a regular Call Centre Helper reader

Establish Balanced Scorecards That Align Operational Efficiency With Customer-Focused Metrics

Monthly quality assurance reviews and performance metrics are critical in a contact centre for driving consistent performance.

Establish balanced scorecards that align operational efficiency with customer-focused metrics.

Contributed by: Shadick, a Call Centre Helper webinar attendee

For information on developing a balanced scorecard, read our article: How to Create a Customer Balanced Scorecard – with Template and Examples

Set Up Your Own Agent Advisory Squad

We have something called an Agent Advisory Squad, who help us see the blind spots in our ideas.

We rotate agent participation. This helps us in management to also build upon ideas with real examples from the agents.

Contributed by: Cleopatra, a regular reader

★★★★★

Employee Experience and Customer Satisfaction Are Two Sides of the Same Coin

Both Garry and Martin closed the session with one key message: employee experience and customer satisfaction are two sides of the same coin. You can’t have one without the other!

Innovation doesn’t mean cutting corners – it means creating smarter systems that bring out the best in your people.

This webinar reminded us that technology is only as good as the culture it supports – and you can watch the full recording.

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