About

Paul Weald – the contact centre innovator

After 25 years working in contact centres, Paul’s experience covers all aspects of people, process, technology, operations and Customer Experience. He has seen and solved many business performance issues before. He is now focused on innovation and excellence to help clients deliver step change improvements to their operational performance.

Paul’s most recent experience includes:

  • Connector.

    Digital Customer Proposition

    Helping Zurich Life develop and launch their new digital customer proposition, Zurich Future You

  • Connector.

    Interim Management

    Acting as interim Head of Contact Centres for Virgin Atlantic driving a step change in operational performance across global 24×7 contact centre operations

  • Connector.

    Transformation

    Supporting a call centre transformational team deliver a combination of demand reduction and supply efficiency improvements across a network of onshore and offshore operations for a major UK retail bank

  • Connector.

    Operational Review

    Leading an operational review of a regional Service Provider for the NHS 111 service that networked four of their call centres to provide improved resilience for delivery of the non-emergency service

For clients this means MCX can help you develop your customer contact handling strategies – either insourced or outsourced – to deliver effective Customer Experience across multiple channels of phone, email and online. The typical business outcome would be a step-change in the operational performance of call centres – whether that is to reduce costs or increase contact centre sales effectiveness. And lastly, and most importantly, the ability to innovate. For example, one development untapped in the contact centre market is the ability to use crowdsourcing to identify customer experts who can provide answers to questions & queries.

Use the contact form to request an initial discussion with Paul – remember the first meeting is free