Craig Farley Email & Phone Number

United Kingdom

United Kingdom

Providing operational and technology consulting in the fast-paced contact centre industry.Ensuring we provide the right expertise to identify, deliver and optimise the best technologies for our clients, so that they can provide exceptional contacts for their customers.

Global

Evangelist for RPA, Chatbot, AI, Analytics and WFO technologies.Utilising solutions from Blue Prism, Call Miner, CX Company, Teleopti and Verint.Helping customers achieve Digital Transformation through analysing, automating and adding intelligence to customer and employee engagement.Blue Prism Certified Developer (RPA)Blue Prism Certified Solution Designer.

Global

Creating the smartest, most efficient and secure contact centres in the worldOptimising Contact Centres using Workforce Optimisation (WFO), Robotic Process Automation (RPA) and Chatbot technologiesDelivering operational consulting and training across a broad range of contact centre and WFO functions

• Implementation and deployment of WFO (Verint & Avaya) solutions to Sabio’s clients, including Workforce Management, Operational Quality Monitoring, Compliance Recording and Scorecards solutions
• Consulting on best practice Workforce Optimisation, designing process improvements and recommendations and working with customers to achieve & deliver on these targets
• Training the customer at all levels of WFO – from Resource Planning Specialists to Trainers to Team Managers to Agents
• … Show more Implementation and deployment of WFO (Verint & Avaya) solutions to Sabio’s clients, including Workforce Management, Operational Quality Monitoring, Compliance Recording and Scorecards solutions
• Capturing business requirements and assessing options with customers. Providing operational consulting and best practice recommendations
• Conducting Discovery Workshops to establish operational and technical requirements for new deployments – installing & configuring the software in line with clients’ requirements

Managed team responsible for the whole short, medium and long term planning operation, IP telephony system and performance management and reporting.Led relocation project to move various operational units from across the Thames Water region to a new site and 'Contact Centre' method of working.Involved designing, building, testing and implementing the.

Responsible for all short-term planning and service delivery for a customer service operation across multiple sites and continentsResponsible for IP telephony system taking up to 20k calls per dayWorked in India to set up a 35 FTE outbound collections unit including technical, training and performance management aspectsInvolved in roll-out of new flexible.

Developed and produced MI, primarily in Excel and Business ObjectsIdentifying call trends and planning and managing resources to enable regulatory targets to be metManaging relationships with senior managers across the business to allow resource blending

Technical operation and optimisation of outbound dialler softwareDeveloping cash and workload forecast models, primarily in Excel and AccessPerformance analysis and MI. Identifying trends from this to plan campaignsTeam Leader, responsible for 12 agents

Developing and maintaining complex statistical forecasting models, utilising advanced knowledge of Excel and Access.

Support, maintain, analyse and provide MI on our debt recovery IT systems using Excel, Access and Business Objects

Bsc With Honours In Customer Contact Planning And Management, Business Administration And Management, General, 2.1

Degree course ran by Ulster University Business School in conjunction with contact centre industry experts 'The Forum'. Covering broad.

Education record

Education record