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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.

Davy Crockett, Analytics and the New Frontier

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little...

Can You Say Con-tin-gen-cy?

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...

The Rocket Man and a Watershed Year

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review...

I’ve Looked at Clouds from Both Sides Now

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...

Agile CX 201—Practical Applications

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the...

Changes in Contact Center latitudes, Changes in AI Attitudes

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by...

Automation: The Contact Center’s Grocer

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes...

The Long and Winding Road

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something...

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That...

On-Trend: At-home Agents

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...
10 COVID-19 Tips for the Contact Center

Contact Center and COVID-19: Lessons Learned

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent...
Call Center Automation for COVID-19 Coronavirus Crisis

Automation Key to COVID-19 Contact Center Crisis

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...
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...
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