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From flipping burgers to flipping the script on outbound sales - Garry Gormley’s journey is anything but average. In this episode of WFM Unfiltered, Irina sits down with the founder of FAB Solutions to dissect what makes outbound tick, why most organisations do it so badly, and what leadership really means in the contact centre trenches.

Garry doesn’t hold back. With experience spanning thousands of calls, teams, and metrics, he pulls the curtain back on the sales strategies that work - and the ones that quietly tank performance. You’ll hear how big brands are still clinging to broken models, forcing inbound agents to fail at outbound, and relying on metrics that mean nothing to customers or teams.

From resource planning sins to the uncomfortable truths about agent burnout, this episode takes no prisoners. Irina and Garry debate the 40-hour workweek, dig into the myths of blended models, and expose how bad data is killing your sales funnel from the inside.

But it’s not just a takedown - it’s a how-to. You’ll walk away with a blueprint for real change: smarter planning, sharper customer targeting, and a more human contact centre culture. Whether you run a team, lead a sales strategy, or just want to get your agents off the hamster wheel, you’ll want to hear this one.

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Show Links:

• RightWFM website: www.rightwfm.com
• Email: Irina@rightwfm.com
• Podcast email: WFMUnfiltered@gmail.com
• Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share

YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1

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