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Richard Farrell

Richard Farrell, Chief Innovations Officer, Netcall

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30 Strategies for Improving Agent Productivity

30 Strategies for Improving Agent Productivity

12 Ways to Exceed Customer Expectations

12 Ways to Exceed Customer Expectations

How to Deal with Long Queues in the Contact Centre

How to Deal with Long Queues in the Contact Centre

Managing Call-Backs in the Call Centre

Managing Call-Backs in the Call Centre

Everything You Need to Know About Call Back Technology

Everything You Need to Know About Call Back Technology

19 Tips for Reducing Customer Effort

19 Tips for Reducing Customer Effort

21 Great Ways to Personalise Your Customer Interactions

21 Great Ways to Personalise Your Customer Interactions

What to Look for When Buying an Agent Desktop

What to Look for When Buying an Agent Desktop

How technology can make life easier for the contact centre agent

How technology can make life easier for the contact…

How Do I… Achieve Consistency Across Different Channels?

How Do I… Achieve Consistency Across Different Channels?

Trade Secrets: How to Get the Best Out of Your WFM Software

Trade Secrets: How to Get the Best Out of Your WFM…

How Contact Centre Technology Can Improve the Back Office

How Contact Centre Technology Can Improve the Back Office

Are You Making These 25 Webchat Mistakes?

Are You Making These 25 Webchat Mistakes?

How Can Technology… Make Life Easier for My Customers?

How Can Technology… Make Life Easier for My Customers?

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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