Paul Selby

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...

How will you serve customers better in 2019?

We are in the final weeks of 2018. Soon another year will be behind us. As you reflect on...

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...

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