Paul Selby

Chatbots: your private investigators in customer service

Source: Pixabay.com Was 2018 the year of the chatbot? Or at least the year they started to become...

Disconnected customer journeys create problems for customer service

Photo by Ahmed Muntasir from Pexels.com This past year, I had a lot of business travel. While travel...

Three places technology is slowing down customer service interactions

“I’m still here … apologies for the delay … my systems are really slow today.” When you contact customer service yourself, how often do you...

A dozen reasons your customer service agent retention might be faltering

Photo by JESHOOTS.COM on Unsplash I recently attended the ICMI Contact Center Demo conference. While I was there...

Raising the customer experience bar by mapping unexpected journeys

The opportunities for companies to provide amazing customer experiences are plentiful; the unfortunate fact is they are often overlooked. In this story, that's not the...

As the holidays approach, three ways to tune-up your self-service

It's the first week of November which means the ramp up to the holiday seasons has begun. Regardless of your company's industry, the holidays...

Four ways to promote knowledge management and reap the dividends

Every day, your customer service agents are fielding inquiries from customers. Similarly, your online community is overflowing with customer questions. Some of these might be...

The costs mount when customer service is disconnected

The unfortunate truth is that customer service often works in isolation. While companies realize its important role in responding quickly to customers problems, still...

Two reasons for customer service to embrace (and one to fear) the Open Data...

Despite living in a highly technical world, one of the greatest challenges companies face is collecting and maintaining customer data–demographics, products, usage, etc.–and then...

Secret shop your way to better customer service

Customer journey mapping is critical to understanding where friction points exist and to chart the most effortless experience for customers. It includes the entire...

Three reasons rule-based chatbots rule

Chatbots continue to gain in popularity in customer service. There's no questioning why: they can address most simple customer issues 24X7 every day of...

Three ways to honor agents beyond Customer Service Week

Customer Service Week is only a week away. This week of celebration is a great opportunity to acknowledge the work of your customer service...

Five traits of the best customer service chatbots

Chatbots are a hot new technology for customer service, and their rise to power isn't slowing. In fact, Gartner not only claims that over 50...

Using Personas to Define Customer Service

  It was once famously said, "if you build it, he will come." This might have been the case in the movie, but it's not...

Service and Success Drive Experience

Customer service. Customer success. Customer experience. What do they all mean and why do they matter? How do they work in concert and benefit each...

From Zero to Hero in Customer Service

"Save one." "What?" "Save one person." "And then?" "Then you'll know." I sat down one night recently and a superhero movie happened to on. I'd seen it before, but...

Three Ways Digital Transformation Drives Improved Customer Experience and Service

Digital transformation continues to be a hot topic, perhaps because there's still many questions surrounding it: what it is, what it entails, the challenges...

3 Bad Habits To Break in Customer Service

Bad habits. How do they start and take hold so easily? We all probably have a few bad habits in our private lives. We...

Reorient Knowledge to Drive Greater Customer Satisfaction

Most companies have recognized the value of investing in knowledge management (or KM), especially as part of their customer service strategy. It provides an always-available...

IoT Creates New Service Insights and Opportunities

We live in an amazing age. After all, who would think something like poor automobile braking performance could be addressed by a firmware update?...

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