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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Tips for engaging customers online
Following his experiences as a judge at the 2016 UK Customer Experience Awards, Paul outlines five top tips that you could take to improve the effectiveness of digital support.
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Incentives schemes that work
In this article – one of the most popular ever published on the Call Centre Helper site – Paul explains the role that reward and recognition play in contact centre operations
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Best Practices for Using Web Chat
In this recorded webinar, Paul considers the operational factors in managing web chat in the contact centre
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Seven great ways to improve your customer experience
Following his experiences as a judge at the Customer Experience Awards, Paul outlines the seven golden steps that you could take to improve your own customer experience
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