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Paul Stockford

Paul Stockford
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Paul Stockford is Chief Analyst at Saddletree Research, which specializes in contact centers & customer service.
Will TRACED Mean the End of Robocalls in 2020?

Will TRACED Mean the End of Robocalls in 2020?

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If...

Contact Center 2020: Yesterday and Today

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...

Analytics Coming of Age

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached...
The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an Independent Analyst

True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an...

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer...

Voice in the Contact Center: The Heart of the Matter

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

Eight Days a Week: The Always-On Contact Center

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on...

Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player

In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second...
CX Versus GX: When Worlds Collide

CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....