Craig Farley

Member Since: 4th Aug 2020
Blogger
With over 20 years’ experience in contact centres, I spent the first half of my career in operational roles across the contact centre industry, with a particular focus on technology, workforce engagement and leadership. Since then, I’ve worked with leading brands across the globe, helping them utilise the latest technology and optimising their operational processes.
I now head up the delivery of application consulting at IPI where I put my hands-on industry experience to good use by enabling our clients to provide exceptional customer experience to their own customers.
Head of Consulting IPI
9th Dec 2021
This time of year always prompts a period of self-reflection in the business world – looking at what has worked well and what hasn’t over...
Blog
3rd Sep 2021
The post-pandemic world has created a new hybrid working environment, with employees splitting their working hours between their homes and...
Blog
26th Jul 2021
Over the last 18 months the customer service industry has been turned entirely on its head. With an increased focus on online operations,...
Blog
17th Jun 2021
The contact centre should be the first port of call for customers eager for an in-person response, and a place of last resort for others...
Blog
13th Apr 2021
The last year can, at best, be described as tumultuous, with many organisations disrupted by the mass move to remote working. For contact...
Blog
20th Nov 2020
The need for omnichannel has never been more apparent. Whether you are a retailer, an insurer or a local authority, the ability to connect...
Blog
17th Sep 2020
Contact centres form an integral part of the customer journey and help pave the way for business success. But in order to meet rising...
Blog
26th Aug 2020
Since the start of this pandemic, businesses have had to quickly pivot to meet customer and employee needs. Whether it is establishing an...
Blog