Paul Selby

When less is more in customer service

Less is more.Ludwig Mies van der Rohe Source: Wikipedia Most are familiar with this...

Three unique uses of automation in customer service

Photo by Daniele Levis Pelusi on Unsplash Automation is not a new concept. While modern examples include making bread, manufacturing cars,...

Customers don’t want great service

Photo by JESHOOTS.COM on Unsplash While there are a few exceptions, customers really only reach out to customer...

What’s the recipe for amazing customer service?

How many memorable meals have you had in your lifetime? What made them so remarkable? It probably came down to a few simple things:...

Investing in personalization pays off in customer service

Photo by Fancycrave on Unsplash Companies today are on the hunt for as much information about their customers...

The opportunities automation and AI create for humans in customer service

Image by Gerd Altmann from Pixabay Though automation and artificial intelligence (AI) have existed in some form or...

Surpassing the shortcomings of CRM

Image by Sophia Hilmar from Pixabay In customer service, how organizations interact with customers has come a long...

CustOps: the new customer service

Photo by rawpixel.com from Pexels A first- (or faster-) time-to-market has been a longtime mantra of most companies....

Fix the agent experience to improve the customer experience

“The way you treat your employees is the way they will treat your customers.”Sir Richard Branson Photo by Bruce Mars from...

Is your CX needle stuck on zero?

Popular wisdom holds that companies are putting more and more effort into identifying and addressing the challenges their customers encounter to deliver the best...

Are your customers suffering from satisfaction survey fatigue?

Image by Mohamed Hassan on Pixabay Companies are obsessed with providing the best possible customer experience and for...

Your CSATs might be awesome, but your CX is in the toilet

Source: Pixabay.com Picture it. Multiple customer self-service channels are effortlessly providing answers to customers at...

Throwdown: chatbot vs. live agent chat

Image source: Pixabay.com The robots are coming for our jobs. That's been a persistent concern...

Those 30-second customer service calls are costing a fortune

Photo by Alexander Andrews on Unsplash It's not uncommon for companies to have many "small issues" that customers...

Applying the KonMari method to customer service

Photo by Ashim D’Silva on Unsplash It's about choosing joy.- Marie Kondo Such is the...

Flipping the script in customer service

Customer self-service's popularity continues to rise and companies invest in new tools to offer fast anywhere, anytime service. Customer contact centers are...

Using customer data to benefit and not abuse them

Photo by Samuel Zeller on Unsplash Customer data. Companies collect it at the time of purchase or during...

It’s the process–not the tools–that improve cust​omer experience

Photo by Kaleidico on Unsplash When life throws problems your way, it's natural to think you just need...

When overzealous customer service fails the customer

Photo by John T on Unsplash My son recently walked out to his car and found the front end damaged from...

Does your customer service only treat the symptoms?

Photo by rawpixel.com from Pexels When a person gets injured, it's common to start treating them by...

New Posts