Paul Selby

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?...

Striking Treasure When Customer Service Journey Mapping

Source: Pixabay.com My company has been working with a customer on a case study and an accompanying webinar. While this probably sounds very uninteresting,...

Chatbots: this is only the beginning

There's many opinions today on chatbots as they relate to customer service. Some point to them taking jobs. Others believe they will fail because...

A Customer Service Bill of Rights

  This past week, the U.S. celebrated Independence Day, commemorating both the signing of the Declaration of Independence and the establishment of the U.S. as a separate...

4 Tips for Better Customer Service Survey Response Rates

Customer service surveys. It seems like every interaction I have with a company's customer service department, I'm being asked for my opinion. I feel...

What’s your customer service roadmap?

Most companies maintain a roadmap of their products and services. It provides an idea of today's offerings, as well as where they are intended...

Isn’t It Time You Hacked Your Customer Service?

I was recently reading an article about using the hackathon format to test and develop non-software ideas. For those not familiar with the hackathon concept, they...

Identify and Respond to Product Recall Situations Faster with Connected Customer Service

Product recalls are an unfortunate and too common event. Recalls arise as a result of issues identified during use that were missed during product...

Three Ways To Simplify GDPR Requests in the Contact Center

As you're certainly aware, the General Data Protection Regulation (GDPR) officially went into effect on Friday, May 25th. The GDPR aims primarily to grant...

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