Resources

Performance improvement in contact centres – how to enable the 3R’s

In this operational improvement article, Paul explains how you could invest 1% of your contact centre budget in new tools to achieve a 5% uplift in results

Why marketers should exploit micro-influencers in digital messaging support across their pre-sales customer journeys?

In this thought leadership piece, Paul explores how marketers are using digital conversations to drive customer engagement by adding a human interaction to messaging

The role for chatbots – how do they make you feel?

In this Customer Experience article, Paul discusses the key factors that will drive future adoption of chatbot automation and how to use analytics to measure effectiveness

Moving to digital customer service

In this Call Centre Helper webinar, Paul discusses the best approaches when moving to digital customer service – how you can integrate your channels to deliver consistent service across each
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What role will messaging play in your contact centre of the future?

In this thought leadership article, Paul looks at the differences between traditional live chat synchronous messaging and the new forms of asynchronous messaging provided via social media apps like Messenger and WhatsApp
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A contact centre strategy for our times

In this management article on having the right Customer Service strategy, Paul outlines why there is now more choice to any decision about insourcing or outsourcing
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A practical guide to blending bots, the crowd and live agents in your contact centre

In this thought leadership article, Paul discusses whether robots will be taking over contact centre jobs in the future or will the requirement for an emotional connection between a customer and the organisation remain a stronger influence?
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Best contact centre metrics to use

In this Call Centre Helper webinar, Paul discusses the latest thinking behind contact centre metrics and how they are best used across digital channels, outlining the key measurements to focus on
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25 years of innovation in contact centres

Paul looks back over the past 25 years of contact centre operational challenges to see what trends can be predicted for future innovations in customer service
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Who is using the crowd for Customer Service response

In this 2017 Call Centre Helper article Paul researches the role that crowdsourcing is playing in innovative customer service strategies
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