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Articles - Craig Farley

Craig Farley, Head of Solution Consulting, IP Integration

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A Checklist for Implementing… Performance Management Tools

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18 Characteristics of Great Customer Service

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19 Golden Rules for Call Monitoring

19 Ways to Deal with High Contact Volumes

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28 Brilliant Hacks to Improve Contact Centre Efficiency

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The Best Ways to Organize Shift-Swaps

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A Checklist for Implementing… Speech Analytics

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18 Simple Ideas to Reduce Your Abandon Rate

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20 Great Ways to Drive Down Customer Complaints

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17 Smart Ways to Refresh Your Homeworking Strategy

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Dealing With COVID-Fatigue in the Contact Centre

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16 Contact Centre Technology Innovations That You Can’t Ignore

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Waiting Time: What Is Best for Your Customers?

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30 Contact Centre Predictions for 2021

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17 New Ways to Improve Schedule Adherence in the Contact Centre

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How Are Customer Expectations Changing and What Does That Mean for Us?

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15 Inventive Strategies to Increase Customer Satisfaction (CSAT)

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14 Best Practices for Maximizing Your Service Level

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What to Look for When Buying a Cloud Communications System

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17 Resource Planning Tools and Techniques You Should Know