Articles - 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

Previous
RECENT
POPULAR
Angry person shouting down phone
How to Deal With Angry Customers
The Worst Examples of Saying “Sorry” to Customers
Displaced By Artificial Intelligence concept
Are IVRs and ACDs Really Being Displaced by AI?
Skills and Competencies for Roles in The Call Centre
Hand holding a clock and hand with phone, with a speech bubble and checklist - out of hours concept
Out of Hours Service – Who’s Doing It Best?
How do you Motivate Staff to Stay with the Company?
A picture of someone experiencing the virtual technology world
Call Centre Software: What Should You Be Looking Out For?
Contact us channel concept with person holding mobile phone with contact icons
The Evolution of the Contact Centre
A picture of multicoloured people in a circle with arrows leading to groups of the same colours
The Ultimate Key to Crowdsourcing in Customer Service
Innovations that make the contact centre better webinar featured image
Recorded Webinar: Innovations That Make the Contact Centre Better
Simplifying your self service strategy featured image
Recorded Webinar: Simplify Your Self-Service Strategy
Introduction – What is a Call Centre?
Contact Centre Metrics: Are You Measuring the Right Things?
ROI and more budget with scales
Proven Ways to Get More Budget for Your Contact Centre
sailing boats
7 Great Ways to Improve Your Customer Experience
Headphone icon in lightbulb - contact centre innovation concept
Best Practice for Contact Centre Innovation
logic reason proof text quote on wooden signpost outdoors
How to Create the Case for Performance Change
Contact Centre of the Future webinar featured image
Recorded Webinar: The Contact Centre of the Future
Value concept with dial with min and max
10 Ways to Make Customers Feel More Valued
What to Look For When Buying – A Performance Management Tool
Typical Dialler Features
Illustration of hand holding a phone with contact icons
How to Design an Escalation Matrix for Call Centre Agents
Green phone
Next-Issue Avoidance – Techniques to Avoid Getting Repeat Calls
How Would you Improve Agent Productivity in the Call Centre?
 
Previous