Paul Pember - Call Centre Helper

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Paul Pember

Paul Pember, Founder & Chief Consultant at CX score

Paul is on a life-long mission to understand and help organizations become customer-centric. At CX score, he works relentlessly to help clients develop world-class customer experience.

Connect with Paul on LinkedIn

Recent Articles Most Viewed Articles

How to Succeed as a CX Leader in 2026

How to Succeed as a CX Leader in 2026

Can AI Really Make Customers Happier?

Can AI Really Make Customers Happier?

Make Continuous Improvement Part of Your DNA

Make Continuous Improvement Part of Your DNA

An Introduction to The CX Chain

An Introduction to The CX Chain

Defining a Customer Experience (CX) Code

Defining a Customer Experience (CX) Code

11 Best Practices for a Voice of the Customer Survey

11 Best Practices for a Voice of the Customer Survey

Six Steps to CX Transformation

Six Steps to CX Transformation

Recorded Webinar: How to Transform CX

Recorded Webinar: How to Transform CX

How to Deal With Racism in the Contact Centre

How to Deal With Racism in the Contact Centre

7 Drivers of Employee Engagement

7 Drivers of Employee Engagement

What Are the Best Call Evaluation Criteria?

What Are the Best Call Evaluation Criteria?

Going From Induction to Onboarding

Going From Induction to Onboarding

9 Traits of High-Performing Team Leaders

9 Traits of High-Performing Team Leaders

6 Things to Have in Place for Successful Hybrid Working

6 Things to Have in Place for Successful Hybrid Working

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?