In this management article on having the right Customer Service strategy, Paul outlines why there …
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 …
Best contact centre metrics to use
In this Call Centre Helper webinar, Paul discusses the latest thinking behind contact centre metrics …
25 years of innovation in contact centres
Paul looks back over the past 25 years of contact centre operational challenges to see …
Who is using the crowd for Customer Service response
In this 2017 Call Centre Helper article Paul researches the role that crowdsourcing is playing …