Paul Weald Archives - Call Centre Helper

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Paul Weald

Paul Weald, The Contact Centre Innovator

Paul has worked in the contact centre industry for 30 years, covering all aspects of people, process, digital operations, and customer experience.
He believes that every organisation can excel in how it serves its customers – how well you deliver customer service is a true differentiator.

Connect with Paul on LinkedIn

Recent Articles Most Viewed Articles

What Underpins Truly Great Self-Service?

What Underpins Truly Great Self-Service?

What’s the Difference Between a Chatbot and an AI Agent?

What’s the Difference Between a Chatbot and an AI Agent?

Top 10 Ways to Future-Proof Your Contact Centre

Top 10 Ways to Future-Proof Your Contact Centre

Are IVRs and ACDs Really Being Displaced by AI?

Are IVRs and ACDs Really Being Displaced by AI?

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

10 Ways to Make Customers Feel More Valued

10 Ways to Make Customers Feel More Valued

How to Deal With Angry Customers

How to Deal With Angry Customers

Our Top Stories of 2024

Our Top Stories of 2024

Best Practice for Contact Centre Innovation

Best Practice for Contact Centre Innovation

Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals

Over Half of Contact Centre Interactions Still Rely on…

Recorded Webinar: Innovations That Make the Contact Centre Better

Recorded Webinar: Innovations That Make the Contact…

Our Top Webinars of 2024

Our Top Webinars of 2024

Our Top Consultant Contributors of 2024

Our Top Consultant Contributors of 2024

The Evolution of the Contact Centre

The Evolution of the Contact Centre

Out of Hours Service – Who’s Doing It Best?

Out of Hours Service – Who’s Doing It Best?

Kick-Start Your Next Team Engagement Day

Kick-Start Your Next Team Engagement Day

How to Design an Escalation Matrix for Call Centre Agents

How to Design an Escalation Matrix for Call Centre Agents

Get Started With Proactive Customer Service

Get Started With Proactive Customer Service

16 Ways to Reduce AHT – Without Damaging the Customer Experience

16 Ways to Reduce AHT – Without Damaging the Customer…

Expert Strategies to Improve Customer Happiness

Expert Strategies to Improve Customer Happiness

CRM Today: How the Best Contact Centres Are Using CRM

CRM Today: How the Best Contact Centres Are Using CRM

Proven Ways to Get More Budget for Your Contact Centre

Proven Ways to Get More Budget for Your Contact Centre

The Top 20 Webinars

The Top 20 Webinars

Top 10 Customer Experience KPIs

Top 10 Customer Experience KPIs

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

What Should You Do When You Think a Customer Is Lying?

Vonage Named Major Provider in Emerging ICX Category

Zoom Named a Leader in IDC Revenue Orchestration Assessment

Claim Your Free AutoQA POC

Claude Skills for WFM & Support Leaders

Upcoming Events

15th September 2026

CX Connect Europe

16th September 2026

Under Scrutiny: AI, Human Judgement and the Future of Complaint Resolution – Webinar

Auto QA Is Live: Every Call Scored, Every Score Evidenced

When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

Upcoming Webinars

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

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

Webinar: How to Turn Customer Feedback into Action