Articles - Paul Weald

Paul Weald – The Contact Centre Innovator – 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 – by applying agile approaches and techniques as a part of every operational transformation.

Connect with Paul on LinkedIn

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How to Design an Escalation Matrix for Call Centre Agents
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Get Started With Proactive Customer Service
Customer Service Agents With Headsets Working In A Call Center
16 Ways to Reduce AHT – Without Damaging the Customer Experience
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Expert Strategies to Improve Customer Happiness
Whats happening with CRM today?
CRM Today: How the Best Contact Centres Are Using CRM
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Proven Ways to Get More Budget for Your Contact Centre
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Top 10 Customer Experience KPIs
Simplifying and automating the contact centre webinar featured image
Recorded Webinar: Simplifying and Automating the Contact Centre
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Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls
A Simple Motivational Trick
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6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
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How to Create the Case for Performance Change
Simplifying your self service strategy featured image
Recorded Webinar: Simplify Your Self-Service Strategy
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The Ultimate Key to Crowdsourcing in Customer Service
Contact Centre of the Future webinar featured image
Recorded Webinar: The Contact Centre of the Future
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
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How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT)
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What is a Call Centre? – 10 Things to Know
Live Chat Metrics: Which Should You Be Monitoring?
10 Things They Won’t Tell You About Live Chat
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Staff Incentive Schemes That Work
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50 Call Centre Training Tips
Skills and Competencies for Roles in The Call Centre
What Makes a Good Call