Paul Selby

Three ways to keep customer service agents working from home engaged

Photo by Thought Catalog on Unsplash The COVID-19 pandemic continues its spread. Healthcare workers around the globe are taking heroic measures to treat those affected as scientists seek to contain it. Though life has radically changed in many ways, holding on...

Customer service automation is now more important than ever

Image by Gerd Altmann from Pixabay The COVID-19 pandemic has upended the world. As we wait for signs that the tide is turning, even well-prepared companies with business continuity plans are scrambling to...

An open letter on customer service during a pandemic

It's an understatement to say we are living in interesting times. Now declared a pandemic, the novel coronavirus COVID-19 is impacting everyone's lives. A visit to any grocery or drug store illustrates the panic buying taking place as worried consumers stock-up. Every...

2020: the year of the customer service chatbot

Image by Mohamed Hassan from Pixabay Turn back the clock a few years, and Gartner made a few bold predictions about the year 2020. It started in 2011, when they foresaw 85 percent of all customer service interactions would be...

The secret to providing customer service to millions on a declining budget

Image by Steve Buissinne from Pixabay Imagine having over 150 million clients. Sounds like a great problem to have, except the "service" provided isn't one appreciated by those clients. And in fact, that service is considered by many...

Three tips for getting customer service’s house in order for AI and automation

Photo by Daniele Levis Pelusi on Unsplash Artificial intelligence (AI) and automation continue to change the business landscape. Nowhere is this more apparent than in customer service. In fact, Forrester calls both out as major contributors to the...

CRM: service for a bygone era

Things get better with time. Photo by Anthony from Pexels It can be said for whiskey, cheese, and spaghetti sauce, and other examples abound. Home entertainment has gone from waiting in line at Blockbuster to...

Automation and AI only works with help from customer service agents

Image by Gerd Altmann from Pixabay In her annual "megatrends" report, Kate Leggett, VP and Principal Analyst at Forrester Research for CRM and Customer Service, identifies three trends she sees in customer service in 2020. Her third prediction–that...

Actionable analytics–not groundhogs–lead to better customer service

Image source: NBC News Groundhog Day. Occurring every February 2nd, it's a tradition-turned-holiday celebrated in the United States and Canada. It draws its history from the Pennsylvania Dutch superstition (derived from a German tradition): if a groundhog sees its shadow on a...

Three reasons you need a customer service roadmap

Image by Free-Photos from Pixabay It's very common for companies to maintain a roadmap of their products and services. They often include details from past releases, what's available currently, and what's planned for the future. It provides a...

Building a customer service dream team

Source: Pexels.com The Dream Team. The phrase sums up the idea of bringing a collection of the best individuals in a given field together to deliver amazing results. While this description might have been applied...

Get off the customer service hamster wheel

Image by mcmurryjulie from Pixabay Growing up, I had a hamster. Its cage included a hamster wheel. You know the type: a circular wheel held on a stand, and runged or ridged to allow the hamster to grab...

Start 2020 off right with a focus on knowledge management

Image by PublicDomainPictures from Pixabay Customer service agents field inquiries from customers multiple times per day. Online communities overflow with customer questions. In both situations, these are often the same, repeated issue. But that doesn't mean new problems aren't...

The next evolution of customer service is coming–and it’s amazing!

Photo by Oladimeji Ajegbile from Pexels.com Ideally, customers would never have questions or problems. Products would never arrive broken or fail. Instructions would be clear. Credit card statements would never be inaccurate.

Resolve to improve customer service and experience in 2020

Image by StockSnap from Pixabay Customer service and customer experience (CX) have plenty of sobering statistics to consider. Two of my favorites: In 2017, 54% of customers had higher expectations for customer service compared to...

Resolve to deliver more proactive customer service in 2020

Photo by Justin Visser from FreeImages The year is coming to a close. While the busy holiday season is still underway, it's not too early to start working on resolutions for 2020. One to...

Butterball: a study in customer service, experience, and success

The holiday meal. Image by PublicDomainPictures from Pixabay If you are the chef, it's one of if not the most important meal of the year. And if you're the primary cook in the family, you...

Bypassing one of the greatest barriers to amazing customer service delivery

Image by Jan Vašek from Pixabay If asked what frustrates most about customer service, people might respond with many possible answers. It could be agents with a bad attitude. It could be poor customer policies. These are all...

Set customer service agents up for success as Black Friday approaches

Image by Gerd Altmann from Pixabay A famous television series kicked off with its first episode titled "Winter is Coming." This phrase ended up carrying more weight than just the arrival of a season in the fictional series....

Digital workflow: powering dramatic customer service and experience improvements

Image by Gerd Altmann from Pixabay One definition of workflow is a sequence of steps involved in moving from the beginning to the end of a working process. The concept of workflow traces its roots back to 1921,...

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