Member Since: 25th Sep 2015
William is the CEO and Founder of Macfarlane. He has over 35 years experience working in the IT and communications sectors, with the last 15 years spent developing and supplying call and contact centre solutions. Macfarlane works to identify and analyse the problems faced by contact centre operations in their bid to maintain and enhance customer satisfaction, while at the same time reducing costs. Macfarlane then uses this approach to develop solutions that are both innovative and effective.
27th May 2016
The next phase in the evolution of the contact centre In the 1980s and 1990s, Call Centres fundamentally changed the nature of customer...Blog
5th Dec 2015
Here are six ways to create more rewarding and personalised customer experiences: 1. Understand your customers’ journeys . Ensure you...Blog
19th Oct 2015
Customer contact expectations are changing. Here are 5 things customers will come to expect from their contact experiences in ten years...Blog