Paul Stockford

Saddletree Research

Paul Stockford was the President and Chief Analyst at Saddletree Research, a veteran-owned business based in Scottsdale, Arizona. Founded in 1999, Saddletree Research provided focused communications industry research, including analysis of market trends, issues, technologies, and companies in the Contact Center industry with special emphasis on emerging technologies and developing markets.

In addition to over 30 years as an industry analyst, Paul has also done telecommunications research and analysis at Cahners In-Stat Group, Vanguard Communications and Dataquest. Paul began his telecommunications career with GTE.

Paul has authored numerous articles on contact centers and related technologies for several industry journals in the U.S. and abroad, and is a frequent speaker at major industry conferences in the U.S., Canada, Europe and Asia.  Since 1993 he has authored monthly columns in such magazines as Call Center, Customer Relationship Management (CRM), Customer Interface, Voice+ (U.K.), Enterprise Communications and Voice Processing.  He currently authors the monthly “View from the Saddle” column in Contact Center Pipeline magazine and is a member of that magazine’s editorial board.  In addition, he has sat on the Editorial Advisory Boards of several European industry magazines and has served on the advisory boards of a number of industry organizations and events. 

Paul is currently a member of the board of directors at the National Association of Call Centers (NACC), a 501(c)(6) not-for-profit industry organization based at Middle Tennessee State University.  He also serves as research director for the NACC where he is directly involved in research activities on behalf of the NACC membership.  He is a regular contributor to the monthly NACC “In-Queue” newsletter with a circulation of over 8,000 contact center professionals. 

Paul graduated cum laude from California State University at San Francisco with a BS degree in Marketing and holds an MBA from Santa Clara University.

Author Wall of Fame

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Articles by Paul Stockford

Disruptive Disruptors Disrupting

Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.

Operations Strategy Customer Experience People Technology Omnichannel Workforce Optimization Artificial Intelligence Remote Work Technology

Hanging on the Telephone

Many contact centers are exploring methods of migrating customers to other channels.

Strategy Customer Experience Technology


It seems like the one constant in the contact center industry is change, and the ch-ch-changes we’ve seen over the past nearly two years are unprecedented.


Virtual or Real? Reality Bites!

This year there was more time to plan, more time to think through what a virtual conference should look like, and perhaps get creative in terms of how a virtual conference could be presented.


Old and In the Way

Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part time from home.

Operations Workforce Management Remote Work Operations

I Want to Take You Higher

Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.

Strategy Visibility Planning

Games People Play

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

Technology Workforce Optimization COVID-19 Remote Work Agent Motivation Remote Work Technology

The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


What makes this industry special are the relationships that are built to last, even through this miserable pandemic.