Paul Selby

Start small to succeed with proactive customer service

Photo by Bruce Mars from Pexels We live in the age of the customer. Customers have more access...

Combine humans and bots for a winning customer service experience

Image by Pettycon from Pixabay Live chat in customer service has experienced continued popularity over the last several years....

Delivering effortless customer service doesn’t need to be difficult

Photo by rawpixel.com from Pexels Customer expectations continue to rise. Products should be more durable, easier to use,...

Are you providing 20th century customer service for a 21st century product?

Photo by Andrii Komarnitskyi on Unsplash I'm a home automation junkie. I have set my outside lights to...

Why your most talented customer service agents should come off the front lines

Source: burst.shopify.com Every contact center has a handful of star performers. You know the ones I'm talking about....

When the customer journey fails (and the importance of ongoing review)

Photo by rawpixel.com from Pexels The customer experience. It's top-of-mind for most companies these days–and with good reason....

Respecting privacy while offering a better customer experience

Source: Pixabay.com The General Data Protection Regulation (or GDPR) celebrated its first anniversary on May 25, 2019. It...

Stop paying lip service to the customer experience

Source: Pexels.com Over the last several years, companies have come to realize the importance of the customer experience....

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...

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