Cormac Murphy

Cormac Murphy has an extensive background in consulting, initially starting as a Director at Vision Consulting in October 1992, where he led the Customer Service Improvement Service Offer for 15 years. During this period, from 1999 to 2002, he also served as a Project Manager at Intelligent Finance, focusing on CRM implementation, performance management, and call center systems. His early career established a foundation in operational efficiency, specifically within customer service environments. He later founded Wordbond in October 2007, developing “Learning Team” concepts and delivering client engagements for 3 years and 4 months, while also contributing to the CCMA in Ireland.

His entrepreneurial journey continued with the establishment of YakPact Ltd in 2011, with a long-term vision to transform the service experience in call centers by fusing commitment and memorability in customer interactions. In 2012, YakPact’s consulting business was merged with Ennovate, allowing YakPact to concentrate solely on product development. Cormac became a Partner at Ennovate Consulting in June 2013, a role he continues to hold. Here, he focuses on assisting customers in achieving their business visions, with a particular emphasis on creating structures that embed sustained behavioral change through simple systems, embedded coaching for first-line managers, and robust measurement and feedback mechanisms.

In March 2018, Cormac founded First Line Coach, which provides tools to help first-line managers coach staff for successful customer conversations. Concurrently, from January 2019 to September 2023, he was also the Founder of GROW.earth, a software company that offers solutions for front-line managers to enhance coaching consistency. The GROW.earth solution was recognized for its contribution to a sales outsourcer winning the CCMA award for “best tactical technology solution” in 2020. This award highlighted the system’s ability to support team-lead and staff needs while providing organizational visibility into coaching frequency and quality. His career demonstrates a consistent focus on improving customer service, operational efficiency, and leadership development, culminating in his current leadership roles at First Line Coach and Ennovate Consulting.