Paul Weald Archives - Contact Centre Helper

Paul Weald

Paul Weald, The Contact Centre Innovator

Paul has worked in the contact centre industry for 30 years, covering all aspects of people, process, digital operations, and customer experience.
He believes that every organisation can excel in how it serves its customers – how well you deliver customer service is a true differentiator.

Connect with Paul on LinkedIn

Recent Articles Most Viewed Articles

Staff Incentive Schemes That Work

Staff Incentive Schemes That Work

What is a Customer Satisfaction Score (and How to Calculate CSAT)

What is a Customer Satisfaction Score (and How to…

10 Things You Need to Know About Call Centres

10 Things You Need to Know About Call Centres

50 Call Centre Training Tips

50 Call Centre Training Tips

Introduction to Call Centre Processes

Introduction to Call Centre Processes

The Call Centre Recruitment Process

The Call Centre Recruitment Process

What Makes a Good Call

What Makes a Good Call

Skills and Competencies for Roles in The Call Centre

Skills and Competencies for Roles in The Call Centre

7 Great Ways to Improve Your Customer Experience

7 Great Ways to Improve Your Customer Experience

Outbound KPIs

Call Centre Performance Management

Call Centre Performance Management

Using Bonus Schemes to Motivate Agents

Using Bonus Schemes to Motivate Agents

10 Things They Won’t Tell You About Live Chat

How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT)

How to Safely Knock 20 Seconds Off Your Average Handling…

Live Chat Metrics: Which Should You Be Monitoring?

Live Chat Metrics: Which Should You Be Monitoring?

Introduction – What is a Call Centre?

Introduction – What is a Call Centre?

How is a call centre managed

How is a call centre managed

How do you Motivate Staff to Stay with the Company?

How do you Motivate Staff to Stay with the Company?

Call Centre Software: What Should You Be Looking Out For?

Call Centre Software: What Should You Be Looking Out For?

Contact Centre Metrics: Are You Measuring the Right Things?

Contact Centre Metrics: Are You Measuring the Right…

How to Improve Your Employee Reward Schemes – With Examples

How to Improve Your Employee Reward Schemes – With…

What to Look For When Buying – A Performance Management Tool

What to Look For When Buying – A Performance…

6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

6 Key Steps to Deliver a Measurable Improvement in…

10 Ways to Make Customers Feel More Valued

10 Ways to Make Customers Feel More Valued

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

4th August 2026

23rd August 2026

Contact.io Conference

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?