Call Centre Management Association feature: The Changing Face of CX in the Contact Centre
Our Head of Consulting, Craig Farley, discusses how the rapid digitalisation over the last few years has changed the Contact Centre landscape for both customers and agents.
As the gateway to a brand, Contact Centres can make or break a customer’s experience. Yet this pressure hasn’t always translated to success. In fact, despite being at the heart of customer service operations, Contact Centres have historically relied on outdated, legacy infrastructure – which can negatively impact the customer experience delivered through its inherent limitations.
Read the full article at Call Centre Management Association here.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
