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Paul Cooper

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25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

Remembering Paul Cooper

Remembering Paul Cooper

Do you really know your customers?

Do you really know your customers?

It’s Them – Not Me!

It’s Them – Not Me!

Let’s get it (nearly) right – that’ll do!

Let’s get it (nearly) right – that’ll do!

Why the customer service dinosaurs should be extinct

Why the customer service dinosaurs should be extinct

Why good customer service should be in the news

Why good customer service should be in the news

Where have all the callers gone?

Where have all the callers gone?

“Ask me no questions, I’ll tell you no lies!”

“Ask me no questions, I’ll tell you no lies!”

Customer service – is that all there is?

Customer service – is that all there is?

The Underground Customer Service Revolution

The Underground Customer Service Revolution

Behold, the future is coming!

Behold, the future is coming!

The rise and fall of the management bully

The rise and fall of the management bully

It’s Not Empowerment Unless You Trust People

It’s Not Empowerment Unless You Trust People

Slow Computer Systems – It’s Not Rocket Science, Is It?

Slow Computer Systems – It’s Not Rocket…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise